Complaints

This profile includes complaints for Acima's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Acima

  PO Box 1667 Draper, UT 84020-1667

  
• 

  Acima

  13907 Minuteman Dr 5th Floor Draper, UT 84020

  

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:12/11/2023

  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 never purchased with this company

  

  Business Response

  Date: 12/12/2023

  Acima (hereinafter we, us, our) received the complaint filed by ******************************* through the Better Business Bureau on December 11, 2023. Acima has searched our database and are unable to locate an agreement matching ****************** provided identifying information. 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.  Additionally, **************** has the option to indirectly dispute the listed account through Experian. Please note, Experian is the only national credit bureau to which we report. 
  
  Until Acima receives the requested information, we are unable to address this complaint. **************** may contact ** at ************** with any additional questions.

• Initial Complaint

  Date:12/08/2023

  Type:Billing 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 entered into an agreement to have my payments completed by Sept 23rd in order to bypass high interest on a purchase. A couple weeks before my due date I went online and selected to pay my balance in full. The system alerted me about a pending payment and provided my amount to pay. I paid what the system said. Three months later acima starts taking automatic payments from my bank account again, alerting me to go online and see what was going on. It now says i owe $1,100 plus! After speaking with customer service I find out the system had me pay 6 dollars and some change shoes of the " full balance" so they entered me into an extended lease doubling the original purchase price!!!! I have been a customer several times before, never have this error. Nobody cares of course and won't allow me to pay a measly 6 bucks and is trying to charge me over one thousand dollars due to an error with their software and what it directed me to pay. I am outraged!!

  

  Business Response

  Date: 12/15/2023

  Acima (hereinafter we, us, and our) received the complaint filed by *******************************, whose name is reflected in our system as ***************************, through the Better Business Bureau on December 8, 2023. We have reached out directly to ****************** and resolved this issue. If ****************** has additional questions, she may contact our customer service department at **************. 

• Initial Complaint

  Date:12/06/2023

  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.

  The company reported a delinquent account in my name and I don't even have an account with them.

  

  Business Response

  Date: 12/12/2023

  Acima (hereinafter Acima, us, we, our) received the complaint filed by ***************************************** on December 6, 2023, through the Better Business Bureau (BBB). 
   
  Acima takes fraud allegations very seriously. If ************************** still believes his identity was used to fraudulently create this lease, we request that he file a police report and provide us with a full copy sent to ******************************* Upon receipt of the requested documentation, we will further investigate his allegation. If it is determined that this lease is fraudulent, we will terminate the lease and remove all reporting of it from the credit bureau. Absent proof of fraudulent activity, we will not terminate the lease.  
  
  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 ******************************* 

• Initial Complaint

  Date:12/05/2023

  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 SIMPLE, 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: 12/06/2023

  Acima was unable to locate a lease account in our system matching the identifying information that Ms. ***********;provided in her complaint. **************** 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 **************** to contact our credit reporting department by email at ********************************************************** regarding matters related to credit disputes.   

• Initial Complaint

  Date:12/04/2023

  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.

  NOTICE TO PRINCIPAL IS NOTICE TO AGENT NOTICE TO AGENT IS NOTICE TO ************:488-92-5936 To Whom It May ******** I recently received a copy of my Experian, ******************** consumer report, and I noticed that ACIMA DIGITAL . are reporting my transactions and experiences specifically a late payments that ACIMA DIGITAL have posted on my consumer report.THE LAW CLEARLY STATES: Transactions between the consumer (ME) and the person (ACIMA DIGITAL) Making the report is NOT INCLUDED on my Consumer report! A Late payment is a transactional history, My HISTORY with ACIMA DIGITAL CONGRESS clearly states that the reporting of Transactions or experiences between the CONSUMER and the PERSON making the report is not included on the consumer reports! ACIMA DIGITAL is in clear violation of the law. Pursuant 15 USC ****a 2(A)(i) EXCLUSIONS- Except as provided in paragraph (3), the term consumer report does not include (A)subject to section ****s3 of this title, any (i) report containing information solely as to transactions or experiences between the making the report ACIMA DIGITAL VIOLATED THE **** 15USC ****a 2Ai by reporting this transaction or experience on my consumer which CONGRESS clearly states IS NOT included on my CONSUMER REPORTS!You have been notified that ACIMA DIGITAL are reporting inaccurate inform to the consumer reporting agencies. 15 USC ****a 2Ai Congress specifically says transaction or experiences with the Consumer (me) and the person (ACIMA DIGITAL ) making the report is not included on my consumer report. ACIMA DIGITAL . Ignorance of the law is no excuse To update my Transaction/Payment history and DELETE all late payments from the below account {***************************}

  

  Business Response

  Date: 12/06/2023

  Acima (hereinafter we, us, our) received the complaint filed by **************** through the Better Business Bureau (the BBB) on  December 4, 2023. We investigated his complaint and prepared the following response.  
  
  **************** claims that ACIMA DIGITAL VIOLATED THE **** 15USC ****a 2Ai. While the cited code doesnt correctly refer to an active code of law, we assume **************** is referring to 15 U.S. **** d(2)(A)(i). This code of law relates to the construction of a consumer report by a credit reporting agency (CRA). Acima is not a CRA but a furnisher of information to the **** Further, we do not prepare consumer reports. As such, this section does not directly apply to us. We confirm the information Acima has reported falls under the scope of allowed reporting under the Fair Credit Reporting Act (****). 
  
  Upon reviewing our communications with ****************, he has indicated that he did not give authorization for reporting. This is not correct. Upon signing the Agreement, **************** consented to the terms and conditions contained within. Pursuant to paragraph 13 of his signed Agreement, titled Reporting, You authorize and instruct us to obtain a consumer report from a consumer reporting agency of our choosing, for purposes of verifying information on your application. You approve and acknowledge that we may report information about your lease and payment history to credit bureaus. Pursuant to the ***** Act, an electronic signature is equally valid as a wet-ink signature. If **************** would like to review his signed Agreement, he may log into his account at *********************************/ and review a copy located there. 
  
  Mr. ******* desired resolutions is a correction to a credit report and to DELETE all late payments. We will not ***** this request. We confirm our reporting is authorized under the Agreement and that the information Acima has reported falls under the scope of allowed reporting under the ****. We are responsible for providing correct and accurate information to the credit bureaus, and to immediately update any information that is discovered to be inaccurate. We will not remove correct and accurate information from customers credit reports. 
  
  If **************** has any additional questions regarding this response or general questions regarding his lease, he may contact our customer service department at **************.

  Customer Answer

  Date: 12/08/2023

   
  Complaint: 20957981
  
  I am rejecting this response because:
  
  Sincerely,
  
  ***************************

   

  Notice, it is a fact, affiant is aware, that {Acima digital } as a financial institution did not disclose to me my right to opt out of the disclosure of my nonpublic information. I was not given the opportunity to opt out the disclosure of my nonpublic information and I wasnt given any directions on how to exercise my right to opt out of said disclosure of non public information in accordance with 15 U.S. Code 6802(b)(a)(A)(B)(C). {Acima digital } is in violation of 15 U.S. Code 6802(b)(a)(A)(B)(C) for failure to comply with these requirements.

   

  Notice, it is a fact, affiant is aware, until the creditor has resolved a billing error dispute {acima digital } cannot report any information to any third party including any consumer reporting agencies unless the billing error dispute is over. Such reporting will be admittance to criminal liability under 15 U.S.Code 1611(1) for failing to disclose information {Acima digital} is required to disclosed the documentary evidence or be subject to double the finance charge for failing to comply to TILA requirements per individual action under 15 U.S.Code 1640(a)(2)(A)(i).

   

  Notice, it is a fact, affiant is aware, pursuant to 15 U.S. Code 6801(a) I, the affiant, has the right to privacy and the right to know where and how to direct the disclosure of my nonpublic information.
  

   

  

  Business Response

  Date: 12/11/2023

  **************** claims that, [Acima] did not disclose to me my right to opt out of the disclosure of my nonpublic information. I was not given the opportunity to opt out. We deny this allegation in its entirety. When applying for our services, on the application **************** was required to click a checkbox that read, I understand that by clicking on the SUBMIT button immediately following this noticeI am agreeing to the Application Terms, Privacy Policy, Terms of Service, and ESIGN disclosure. Additionally, by checking this box I agree to allow Acima Digital, LLC to share my application data with Appliance Wholesalers. The words, Application Terms, Privacy Policy, Terms of Service, and ESIGN disclosure all contain hyperlinks which, upon clicking will redirect the applicant to the full disclosure associated. Specifically, clicking Privacy Policy would take **************** directly to www.acima.com/privacy-policy which provides our full privacy disclosure, as required. It additionally discloses the information collected, how Acima uses and shares the information, as well as choices regarding that information. We confirm **************** clicked the checkbox prior to submitting his application, confirming he was, in fact, provided the initial privacy notice as required. We confirm that we obtained appropriate authorization from **************** regarding the sharing of personal information and direct him to www.acima.com/privacy-policy for information regarding how to opt-out of the sharing of his information. 
  
  Additionally, **************** continues pursuant to 15 U.S. Code 6801(a) [he], the affiant, has the right to privacy and the right to know where and how to direct the disclosure of [his] nonpublic information. We confirm we follow all applicable portions of this law, and that all consumer information has been adequately protected. Please note, the opt-out requirements, referred to in the complaint, are not applicable when disclosing non-public information to a ************************* (CRA) in accordance with the **** (12 CFR 1016.15(a)(5)(i).). We confirm that we have not violated any of Mr. ******* rights to privacy. We confirm we have protected Mr. ******* information to the fullest extent of the law. 
  
  We confirm that we obtained consent from **************** and that the Truth In Lending Act (TILA) does not apply to his rental-purchase agreement. As such, **************** is not due monetary damages, nor will we remove our reporting, as we are responsible for providing correct and accurate information to the credit bureaus, and we will not remove correct and accurate information from customers credit reports. If **************** has any general questions, he may contact our customer service department at **************. 

• Initial Complaint

  Date:12/02/2023

  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.

  At the time of purchase and the time I completed the contract, I was informed I would owe ******* with interest. I am now being informed that was A 3 month payout plan which does not state in my contract. In the actual lease form I was given the day of it only shows the amount I would be paying biweekly. Now the interest Acima is charging me is more than the actual product itself. *** came into Ashley ********* who partners with Acima, and they stated they escaped it to corporate but I have yet to hear back. The manager for Acima stated this is not the first time shes delt with her representatives not explains the contract thoroughly And the customer ends up paying much more because lack of explains.

  

  Business Response

  Date: 12/06/2023

  We reached out directly to ****************** via phone call and addressed her concerns. As such, we consider this matter closed. If ****************** has further questions or concerns, she may contact our customer service department at **************. 

  Customer Answer

  Date: 12/06/2023

   
  Complaint: 20948910
  
  I am rejecting this response because: as I informed the representative , the date the contract was made it was authorized by A training representative who should have been supervised and was not also  is no longer with the company for personal reasons. The only defense the representative had the day of the call was that I have an early payout option instead of finding another resource. On 12/02/2023 I went into the Acima center and I was left there waiting for A manager for one hour and thirty minutes before I was finally informed no one would be coming in for the day and I got no help In any way until I decided to reach out to the BBB. 
  
  Sincerely,
  
  *****************************

  

  Business Response

  Date: 12/11/2023

  Ms. ******** concern is regarding certain contractual obligations stated in the rental-purchase agreement. Acima conducted due diligence by providing all pertinent information preceding, during, and following its commencement. It was Ms. ******** responsibility to fully review the information provided and seek additional information if necessary. As we have contacted her directly to address her concerns, we consider this matter closed. 
  
  If ****************** has further questions or concerns, she may contact our customer service department at **************. 

  Customer Answer

  Date: 12/12/2023

   
  Complaint: 20948910
  
  I am rejecting this response because: Acima takes this matter as it is closed on their end but in my end it is not. Ive only heard once from them and have yet to hear else. If I have A representative stating to me it will be this or that, they are just about summarizing the contract. Now maybe if an actually trained person was explaining the contract thoroughly then we would all be avoiding this extra hassle. Now I know never again to go through Acima agents because they allow untrained sales agents to close contracts. 
  
  Sincerely,
  
  *****************************

• Initial Complaint

  Date:12/01/2023

  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.

  On April 04, 2023 we purchase a mattress using Acima as our loan company. We only owe $854. They deducting it every week on our bank. I thought that we already done by October but then I chatted with Evelina telling that we didn’t pay our loan on the 1st tier so we are now on the 2nd tier which is doubled the amount of what we owe plus 35% tax every week. I told the lady that they are deducting it every week. And at least sent a message that warning us of what’s gonna happen if we didn’t paid it off. Coz as far as i know when the mattress company recommended acima they said that we’re gonna be done paying it in 5 months. But no. From May 04,2023 and until this date we are still paying them every week. We already paid $1085. And talking to the representative she said we still owe $814 plus tax. But if we paid it off now it’s only gonna be $520. What a rip off!
  I hope you can help us with our complain. I am just a regular employee earning minimum amount the reason why I asked for loan coz I cannot pay it off.

  

  Business Response

  Date: 12/04/2023

  Acima (hereinafter “we,” “us,” “our”) received the complaint filed by Ms. **** through the Better Business Bureau on December 1, 2023. We were unable to locate a lease matching Ms. ****’s identifying information. As such, we are unable to investigate this complaint. For questions, or if Ms. **** would like to assist our agents in locating a lease account associated with her information, she may contact our customer service department by phone at ###-###-####. 

• Initial Complaint

  Date:11/30/2023

  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 has taken money from my account multiple times. I've never even heard of this company before this, and definitely have never done any kind of business with them. I don't know how they got my banking information, but I would like all of these fraudulent charges removed immediately! Fraudulent charges include but are not limited to:11-30-2023 $34.************* $48.15

  

  Business Response

  Date: 12/01/2023

  **************** did not provide us with sufficient information to locate the charges in question. We request that he contact our fraud department at ****************************** and provide additional information such as, but is not limited to, the account type and the last 4 digits of the account so they may fully investigate his claims. 

• Initial Complaint

  Date:11/30/2023

  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.

  We are refinancing our home and noticed a derogatory comment on the credit report. It was from a company we have never done business with. Acima in Utah. Never heard of this company and yet it reduced my credit score. I don’t know if this was fraud or some mistake but we have never leased anything from this company or any company. I would like this removed from my record as it is embarrassing and a complete mistake.

  

  Business Response

  Date: 12/01/2023

  Acima (hereinafter “we,” “us,” “our”) received the complaint filed by Mr. ******* ***** ********** through the Better Business Bureau on November 30, 2023. Mr. ********** indicates he has reporting from Acima reflected on his credit report that he does not recognize. We were unable to locate a lease matching Mr. **********’s identifying information. We encourage Mr. ********** to reach out to our credit reporting team at [email protected] and provide proof of the reporting so that we may attempt to locate the associated lease and correct or remove reporting if necessary. Mr. ********** may also choose to dispute the reporting through Experian, as they will forward the dispute to us directly so that we may investigate.  
  Mr. ********** may also contact our customer service department by phone at ###-###-#### with any questions. 

• Initial Complaint

  Date:11/29/2023

  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.

  In accordance with the Fair Credit Reporting Act, this creditor has violated my rights under 15 USC 1681 section 602 states I have the right to privacy (15 USC 1681 section 604a section 2) it also states a consumer reporting agency can not furnish on an account without my written instructions under 15 USCS 1666b a creditor may not treat a payment on a credit card account under an open end consumer credit plan as late for any purpose.

  

  Business Response

  Date: 12/01/2023

  Acima (hereinafter “we,” “us,” “our”) received the complaint filed by Mr. ****** ***** through the Better Business Bureau on November 29, 2023. We investigated this complaint and provide the following response.
  
  Pursuant to our records, on October 2, 2019, Mr. ***** entered an independent third-party retailer – My Furnished Place (the “Retailer”) – located in Houston, Texas. While with the Retailer, he applied and was approved for our leasing services. On that same date, he selected property described as " dresser, sectional ottoman,3 bar stools” (the “Property”). Acima purchased the Property, and Mr. ***** electronically entered into a rental-purchase agreement (the “Agreement”) wherein he agreed to rent the Property from Acima. Pursuant to the Agreement, to obtain ownership of the Property Mr. ***** was required to make 12 monthly lease renewal payments of $459.00 before tax, plus an initial rent payment of $0.00, for a total of $5,508.00 (the “Total of Payments”) before tax. This property was purchased as of October 1, 2020.
  
  Mr. ***** alleges “[Acima] has violated [his] rights under 15 USC 1681 section 602 states [he has] the right to privacy (15 USC 1681 section 604a section 2) it also states a consumer reporting agency can not furnish on an account without [his] written instructions.” We believe Mr. ***** is referring to 15 U.S.C. § 1681s–2. We deny any potential allegations that Acima has violated Mr. *****’s rights, as we confirm that Mr. ***** did give his written authorization for credit reporting of his Acima lease by signing the Agreement. Under paragraph 13 of the Agreement titled “Reporting,” “You approve and acknowledge that we may report information about your lease and payment history to credit bureaus.” 
  
  Furthermore, Mr. ***** cites, “15 USC[sic] 1666b.”  To assist Mr. *****’s understanding of our services, Acima is a virtual rent-to-own organization offering an alternative option to financing. Acima offers only one lease model - a lease-purchase agreement. This cited code of law applies to credit cards, or credit vehicles, which does not apply to the relationship between Acima Leasing and its customers. Upon receipt of this complaint, we investigated our reporting of Mr. *****’s lease to Experian and confirm it is accurate in its entirety. Given the information above, there is no correction necessary. Please note that Experian is the only national credit bureau to which we report.
  
  We hope this response assists Mr. *****’s understanding of Acima’s services and the applicable laws therein. As we have thoroughly responded to Mr. *****, we consider this complaint closed. If he has any general questions regarding his account, he may contact our customer service department by phone at ###-###-####.