Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:12/26/2023

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am writing to formally dispute the accuracy and completeness of certain charge off account appearing on my credit report. A allowed under 15 U.S.C. 1681E(J) of the FCRA. I have attached proof of the charge off and its reporting. There shouldn’t be a balance, the balance should be 0. Please remove this Charge offs from my credit report because you are continually reporting charged off status in the payment history. You cannot report a payment history on a dead account and it falsely manipulates the statute of limitations on when this account is supposed to fall off. 2. Discrepancy Details
  I dispute the accuracy of the charge off information related to the above-mentioned account, as it is not consistent with my records and my understanding of the terms of this account. This account was charged off . Furthermore, I have reasons to believe that the reported balance is not accurate. I can seek damages for reporting information after notice and confirmation of errors according to 15 USC1681s-2A.
  Are you aware that your also committing tax fraud? And this could be reported to the IRS.
  I would like this account deleted for continuing to report inaccurate information.

  

  Business Response

  Date: 12/28/2023

  We were unable to locate a lease account in our system matching the identifying information that Ms. **** provided in her complaint. Ms. **** may contact our customer service department by phone at ###-###-#### if she has any questions, or if she would like to assist our agents in attempting to locate a lease account associated with her information. Additionally, we ask Ms. **** to contact our credit reporting department by email at **************************, regarding matters related to credit disputes. 

  Customer Answer

  Date: 12/28/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: I sent a copy of the account reporting not sure why you cant locate it but still reporting. However, here is some extra identifying information that can assist in the location of the file which is a closed charged off account being reported each month.

  ****** ****

  ********, xxx-xx-****

  **** *** **** ** *** ****
  PHILADELPHIA, PA 19126-2225
  
  
  
  Sincerely,
  
  
  
  ****** ****

• Initial Complaint

  Date:12/26/2023

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  This company falsely presents a service in which you finance a purchase through them and pay nothing additional so long as it is paid off in 90days. However immediately adds on fees. I made a purchase for $350 two days ago and the pay off amount today was $495, I paid a total of $522 after Acima additional charges for an item that only cost $350 and I paid it off in 3days. When I realized I’d been scammed I paid off the entire balance before that began to charge me anything more. This company needs to explain to consumers in plain language & not any deceitful fine print that they will be immediately charged additional amounts upon signing.

  

  Business Response

  Date: 01/02/2024

  Acima received the complaint filed by Ms. ******** ******** through the Better Business Bureau on December 26, 2023. We investigated her complaint and despite numerous attempts, Acima has been unable to reach Ms. ******** to address her concerns. Without the ability to communicate with Ms. ********, we are unable to resolve this complaint. As such, we consider this complaint closed. Ms. ******** may contact Acima at ###-###-#### in order to resolve this complaint. 
  

• Initial Complaint

  Date:12/22/2023

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I leased a dining set with chairs from ****** through Acima and I paid the initial fees. It has now been a few weeks that I am STILL trying to figure out the status and delivery date. I have called and chatted with Acima MULTIPLE times AND ALWAYS GET A RUN AROUND. They give a number to call thats not in service. They tell me to call rent a center, they have no clue whats going on.

  

  Business Response

  Date: 12/29/2023

  As of todays writing, Acima (hereinafter us, we, our) received notification that the leased property has been received by the courier and they will reach out to her shortly. If ******************** has additional questions or concerns, she may contact us at ************. 

• Initial Complaint

  Date:12/21/2023

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am not liable for this debt with Acima digital fka, I do not have a contract with Acima digital fka simple. They did not provide me with the original contract as I requested.

  

  Business Response

  Date: 12/27/2023

  Acima (hereinafter we, us, our) received the complaint filed by ****************** through the Better Business Bureau on December 21, 2023. Acima has searched our database and was unable to locate the agreement referenced in ****************** complaint. Please be advised, this does not mean that a rental agreement does not exist under another spelling, name, or other classification. ****************** may respond to this complaint with additional identification information, such as the lease number, so we may better assist them with their concerns. She may also choose to dispute the reporting through Experian, as they will forward the dispute to us directly so that we may investigate.
  
  Until Acima receives the requested information, we are unable to address this complaint. ****************** may contact ** at ************** with any additional questions. 

• Initial Complaint

  Date:12/18/2023

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I do not have a contract with Acima Digital FK sample. They did not provide me with the original contract as requested.

  

  Business Response

  Date: 12/20/2023

  Acima (hereinafter we, us, our) received the complaint filed by *************************** through the Better Business Bureau on December 18, 2023. Acima has searched our database and was unable to locate the agreement referenced in **************** complaint. Please be advised, this does not mean that a rental agreement does not exist under another spelling, name, or other classification. ************** may respond to this complaint with additional identification information, such as the lease number, so we may better assist them with their concerns. He may also choose to dispute the reporting through Experian, as they will forward the dispute to us directly so that we may investigate. 

  Until Acima receives the requested information, we are unable to address this complaint. ************** may contact us at ************** with any additional questions. 

• Initial Complaint

  Date:12/17/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I bought furniture from this company in November 2023.i did not receive it due to the fact the business owner ***** furniture and 2 of his delivery guys kept calling me and my relative whom is visually impaired in her right eye .we felt ver uncomfortable as two African American woman supporting another minority other than ours business. Whir was. Dry pushy and aggressive and rude.***** city park worker and I had to rush home from work early be home for the delivery to get a call 5:40 pm that the driver changed his mind and him and his drivers were constantly harassing us to from that time till 8 pm than the day after they called to try to force us to make a delivery after they were being harassed,overtalked ,racially discriminated and made to feel less than because of our gender.they were very unprofessional and made us feel low.we contacted aci a and complained to Acima 2 weeks ago going on three and they are still charging us as if we have the furniture.when I told them I declined doing business with ***** furniture I had them on the phone with a ima and the said they were making a report about the issue once they over heard the owner ***** answering than hanging up on a recorded line with a a ima representative.acima call me December 9,2023 to tell me they called the owner and he acted oblivious to what was going on when I told acima my situation several times .the representative told me and ***** said I have to wait 3 payments for them to fix the issue.in still being charged and receiving calls and emails about me having a balance for furniture I and me relative declined after a uncomfortable situation with men running a customer service/furniture company. I hope I will be compensated and this issue with my credit from this situation with the company and this furniture store committing fraud.I asked for a cancellation application ***** refused to give it to me and my relative that made the purchase telling us acima has to do it.All I ask is for my money and my relative money. Ack and my documents with my information with my id and social on it,my relative had to get hers by bringing her boyfriend to ask for her information and to make her feel safe age the harassment phone calls and disrespectful mess from his business and acima.

  

  Business Response

  Date: 12/27/2023

  Acima received the complaint filed by ************************************ through the Better Business Bureau on December 18, 2023. We have investigated her lease, and as **************** and the retailer have both indicated she does not have the property that is the subject matter of her rental-purchase agreement, we have terminated the rental-purchase agreement. **************** has no payment obligations to Acima. **************** may contact our customer service department at ************ with any additional questions.  

• Initial Complaint

  Date:12/17/2023

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I entered into a lease agreement upon purchasing some glasses in October. My intention was, and is, to pay off the amount but the early pay off date. Because my agreed to weekly rent payments would not accomplish that, I made an additional larger sum payment. Without authorization to change or alter my weekly rent, they applied this payment to those deductions which puts me behind where I should be in paying down my balance. If I can't arbitrarily alter my rent payment, then neither can they. The lease agreement is clear as to the deductions taken weekly. This practice by the company is meant to keep people from paying off their balance early to avoid the crazy markup. I have sent an email directing them that I do NOT give consent for my recent lump sum payment to be applied to weekly rent payments. This is not fair business practice.

  

  Business Response

  Date: 12/21/2023

  Acima (hereinafter we, us, our) received the complaint filed by *************************** through the Better Business Bureau on December 17, 2023. We investigated this complaint and prepared the following response.
  
  On October 17, 2023, ************** entered an independent third-party retailer ********* (the Retailer) located in ********************, *****. While with the Retailer, she applied and was approved for our leasing services. On that same date, she selected the property described as 2 pairs of gls (the Property). Acima purchased the Property, and ************** electronically entered into a rental-purchase agreement (the Agreement) wherein she agreed to rent the Property from Acima. Pursuant to the Agreement, to obtain ownership of the Property ************** was required to make 52 weekly lease renewal payments of $27.18, plus an initial rent payment of $50.00 for a total of $1,463.19 (the Total of Payments). Alternatively, she could execute any other early purchase or termination option outlined within the Agreement. 
  
  As a courtesy to our customers, we offer two Early Purchase Options (EPOs); each of which reduces the cost of ownership and terminates the Agreement earlier than the rental period contained within. The first EPO is a 90-day EPO wherein ************** may obtain ownership of the Property by paying $672.43 by January 15, ****. The second EPO stipulates that ************** can obtain ownership at any point after the first 90 days by paying a lump sum payment equivalent to 65% of any remaining renewal payments.
  
  ************** states, that Because [she] agreed to weekly rent payments would not accomplish [the 90-day EPO], [she] made an additional larger sum payment. Without authorization to change or alter [her] weekly rent, [Acima] applied this payment to those [weekly] deductions. Pursuant to paragraph 2, Payments in the agreement, ************** authorized Acima to automatically draft the regular rental purchase payment amounts by their due date. If these rental payments are paid in advance, Acima is not authorized to continue drafting payments until they are due. As such, payments larger than the rental amount needed will pre-pay upcoming rent payments. Upon the clearing of the one-time payments, Acima is prohibited from withdrawing the minimum renewal payments until the prepayment expires. Therefore, we deny the claim that it was unauthorized as Acima is in accordance to the Agreement.
  
  ************** alleges, The lease agreement is clear as to the deductions taken weekly. This practice by [Acima] is meant to keep people from paying off their balance early to avoid the crazy markup. It is in the nature of leases that when a lessor makes large, advanced payments, the future lease renewal payments are prepaid and do not become due as previously explained. Acima is not authorized to take more than the regular rent renewal payment. As such, we vehemently deny that Acima negligently designed our leasing program to deceive our customers. ************** made a payment of $100.00 on November 17, 2023, through our online customer portal. When she made this payment, she was able to see her full 90-Day EPO balance. This payment prepaid her regular rent renewal payments on her lease through December 15, 2023. ************** has authorized another $100.00 payment on December 17, 2023, this payment is still being processed. In review of **************** complaint, it is clear she understands that her 90-Day EPO expires on January 15, ****. At any time, ************** can access her account through our online customer portal or by calling *********************** *************************** to exercise her 90-Day EPO.
  
  **************** desired resolution was for a Billing Adjustment. We will not ***** this request. We confirm we acted in accordance with the Agreement. We hope this explanation clarifies the payoff terms of ************** Agreement and her responsibilities thereunder. If she has any questions or wishes to explore purchase, or termination options that are available to her, we encourage her to contact our customer service department at **************. 

  Customer Answer

  Date: 12/26/2023

   
  Complaint: 21020354
  
  I am rejecting this response because: nowhere  in the lease agreement did I see any mention of "prepaid" amounts much less that no further rent payments would be made until such "prepayments" expire. The idea of a lump sum to pay the balance in full being the only way to settle the debt is ridiculous. Given the sheet number of complaints as to ACIMA's business practices, perhaps you should figure out how to offer options to make additional (not in full) payments through your app. Those that would not affect the regularly scheduled "rent" payments. Regardless of your statement, your are literally trying to prevent people who need to make payments from being able to pay off the balance by the early pay off date. If not unethical, it is certainly a B.S. business practice. 
  
  Sincerely,
  
  ***********************

  

  Business Response

  Date: 12/29/2023

  Acima (hereinafter we, us, our) received the rejection of our response filed by *************************** through the Better Business Bureau on December 28, 2023.  
  
  As indicated in our prior response, Acima is authorized to take rental payments on their due date, and is unable to automatically draft additional rental payments prior to rent becoming due. ************** may authorize additional one-time payments at any time.  
  
  We reject **************** allegation that Acima is attempting to prevent customers from utilizing early-purchase options. Acima offers regular customer service hours via phone and chat and access to an online customer portal 24/7 through which customers may make payments at any time. **************** dissatisfaction with the services provided does not constitute prevention of her from utilizing her 90-Day early-purchase option.  
  
  As we have responded to **************** complaint in full, we consider this matter closed. She may contact our customer service department at ************ with additional questions.  

• Initial Complaint

  Date:12/15/2023

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Company offers same as cash option but hides an origination fee and a early payout fee. These fees should be illegal

  

  Business Response

  Date: 12/21/2023

  Acima received the complaint filed by ********************** through the Better Business Bureau on December 15, 2023. We investigated his lease and prepared the following response.  
   
  ********************** alleges Acima offers a same-as-cash-option. This is incorrect. Acima does not offer a same-as-cash purchase option, nor do we advertise our early-purchase options as such. Acima does offer two early-purchase options, the first of which may be utilized within the first 90 days of the rental-purchase agreement (the Agreement) by paying the 90-day early-purchase amount, which is disclosed in paragraph 3 of ********************** Agreement titled, Purchase Terms. The 90-day early-purchase amount includes payment for use of our services. It is the nature of leasing services to charge customers for the use of such services.  
  As of todays writing, we confirm ********************** has initiated a purchase payment under his 90-day early-purchase option. Should this payment clear successfully, ********************** will own the property that is the subject matter of the Agreement and have no further payment obligations to Acima. ********************** may reach out to our customer service department at ************ with any additional questions.  

• Initial Complaint

  Date:12/14/2023

  Type:Sales and Advertising Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I opened a new lease with Acima in October. Shortly after I changed jobs and had to change my payment due date because now I am paid no-weekly. I have called multiple times and emailed multiple times with no success. I am simply asking for an updated payment schedule (Exibit B) so I know when and how much I need to pay before the interest jumps up. Since the customer service can’t seem to answer this question no matter how many times I have asked or the email team just sends the same response I am placing my concerns here. I have had no issues until now. What I am asking is simple and should not be hard to answer.

  

  Business Response

  Date: 12/18/2023

  Acima (hereinafter “we,” “us,” “our”) received the complaint filed by Ms. ****** ****** through the Better Business Bureau on December 14, 2023. We have contacted Ms. ****** directly and reached a resolution to this complaint. As such, we consider this complaint closed. She may contact us at ###-###-#### with any additional questions.

  Customer Answer

  Date: 12/18/2023

  
  
  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  
  
  
  Sincerely,
  
  
  
  ****** ******

• Initial Complaint

  Date:12/13/2023

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  This company is trying to charge me for what they say is a bed purchase from a furniture store which they have no proof that I purchase cause I didnt purchase nor do I know of this store.

  

  Business Response

  Date: 12/15/2023

  Acima (hereinafter we, us, and our) received the complaint filed by *****************************, through the Better Business Bureau on December 12, 2023. We have investigated his complaint and provide the following response. 
  **************** claims didnt purchase nor do I know of this store fraud. Whiile we have reason to believe that this lease is his, Acima takes fraud allegations very seriously. If **************** still believes his identity was used to fraudulently create this lease, we request he file a police report and provide us with a full and complete copy of the same at ******************************* Upon receipt of the requested documentation, we will further investigate his allegation. If it is determined that this lease is in fact fraudulent, we will terminate this lease.Absent proof of fraudulent activity, we will not terminate the lease.. 
  Please note, we have placed a do-not-contact order on the lease. **************** will not receive further communication from Acima, unless he specifically requests it. 
  As we are awaiting additional documentation, we consider this complaint closed. If **************** has any additional questions regarding this response or obtains the requested supporting documentation, he may contact our fraud department at *******************************