Complaints

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

close

Find a Location

Acima has 2 locations, listed below.

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

BBB accredited

Near

Country

USUnited States

Please enter a valid location.

Filter

• 

  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:11/27/2023

  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 deeply distressed by the revelation that my nonpublic information has been shared with the three bureaus inaccurately. This has caused severe financial and emotional strain. Under 15 USC **** Section 602, I have the right to privacy, yet my information has been disseminated erroneously.Furthermore, 15 USC **** Section 604 A Section 2 explicitly states that a consumer reporting agency cannot furnish an account without my written instructions. This infringement is a serious breach of my rights. Additionally, under 15 USC **** B, a creditor may not treat any payment on a credit card account as late for any purpose.The account number in question is *******, and I implore immediate rectification of these errors. This situation has significantly impacted my financial standing and well-being. I trust prompt action will be taken to resolve these egregious violations.

  

  Business Response

  Date: 11/28/2023

  Acima (hereinafter we, us, our) received the complaint filed by *********************** through the Better Business Bureau (the BBB) on November 27, 2023. We investigated his complaint and prepared the following response.  
  
  ************** claims that he has an account with ********************** however, we were unable to locate a rental-purchase agreement (the Agreement) associated with **************** information provided in the complaint. We encourage ************** to provide additional information, such as proof of the alleged reporting and/or additional identifying information to us, at ********************************************************* so we may investigate further. 
  
  Acima is a virtual rent-to-own organization offering an alternative option to financing. Acima offers only one lease model - a lease-purchase agreement. ************** alleges Acima is violating 15 U.S. Code ****b. 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. 

  
  ************** refers to 15 U.S.C **** Section 604 A Section 2: states that a consumer reporting agency cannot furnish account information without [his] written instructions. For clarification, Acima is not a consumer reporting agency, rather we are a furnisher of information. However, we confirm all Acima agreements, with an origination date prior to June 1, 2022, contain the following authorization. Pursuant to the paragraph of the Agreement, titled Reporting, You approve and acknowledge that we may report information about your lease and payment history to credit bureaus.  
  
  If ************** believes his identity was used to fraudulently create a 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 and attempt to locate the lease in question.  Additionally, any potentially inaccurate information will be investigated and removed if necessary. Please note, Experian is the only national credit bureau to which Acima reports.  
  
  **************** desired resolution is for Acima for a correction to a credit report. We cannot ***** this request at this time. ************** has not provided sufficient documentation to fully investigate his claims. We encourage him to take the steps listed above regarding the requested documentation.   
  
  As we are awaiting additional documentation, we consider this complaint closed. If ************** files a police report, as indicated above, he may provide us with a copy at ******************************* Supporting documentation reflecting Acima's information reflected in his Experian credit report may be provided to us at *********************************************************. 

• Initial Complaint

  Date:11/26/2023

  Type:Order 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 an agreement with Acima for a washer/dryer set. There was an early pay option to avoid interest. I paid the amount that showed as balance due on my account prior to the early pay deadline date. Months later I was contacted and told additional taxes were added after my payment and I was now past the early pay deadline. My amount owed has now doubled due to interest. Spoke with customer service who explained that they had credited the large amount I paid as advance monthly payments rather than applied it all to the balance. They did this without asking or notifying me. I was not aware until well after the early pay deadline. I have been told there is nothing they can do. This is fraud. The company knew my intention was to pay off my balance and avoid the ridiculous interest charges. They took my money and applied it in a way that would benefit them and leave me on the hook for more than double what I expected to pay for my items. No attempts to contact me were made until well after the early pay deadline.

  

  Business Response

  Date: 11/30/2023

  Acima (hereinafter we, us, our) received the complaint filed by ************************* through the Better Business Bureau (BBB) on November 26, 2023. We investigated this complaint and provide the following response.
  
  ****************** has previously reached out to Acima through the BBB on March 16, 2023, to get assistance with his First Early Purchase Option. Acima responded with a resolution to assist him, but ****************** did not respond to Acima as requested to claim the assistance offered.
  
  ****************** states his intent to avoid interest several times in the complaint. To clarify, Acima does not charge interest. The Total of Payments is determined upon initiation of the Agreement, it does not change or increase. Pursuant to our records, on November 15, 2022, ****************** entered an independent third-party retailer ********************* (the Retailer) located in **************, ********. While with the Retailer, he applied and was approved for our leasing services. On that same date, he selected property described as " Kenmore Front Load (the Property). Acima purchased the Property, and ****************** electronically entered into a lease-purchase agreement (the Agreement) wherein he agreed to rent the Property from Acima. Per the Agreement, in order to obtain ownership of the Property ****************** was required to make 52 weekly lease renewal payments of $49.54 before tax, plus an initial rent payment of $50.00 for a total of $2,626.00 (the Total of Payments). Alternatively, he could execute any other early purchase or termination option outlined within the Agreement.
  
  Additionally, ****************** claims that ... additional taxes were added after [his] payment and [he is] now past the early pay deadline. Acima denies this claim as the customer is advised of tax on their lease in a few different ways. When a customer initiates a payment on our customer portal, the customer is advised of the taxes being applied to the payment which would have been the case on December 29, 2023, when ****************** authorized a one-time payment. Furthermore, our lease agreement notes in Paragraph 2 titled Payments, Acima charges and collects tax with each Renewal Payment when required to do so by your state. Your payment amount may change to the extent the tax rate changes after the date of this Agreement.
  
  We believe ******************** desired resolution is to be allowed to utilize the 90-Day Early Purchase Option (EPO). In the interests of reaching a mutually satisfactory resolution for both parties, we will ***** his request.  We will allow ****************** to immediately make the payment necessary to meet the 90-Day EPO amount, the remaining balance is $48.05 including tax. This resolution will be honored until December 8, 2023. Regular terms and conditions of the Agreement will apply after that date. As this is the second time we have offered this option to ******************, we will not make any further exceptions to the terms and conditions of the Agreement should he choose not to utilize this offer.
  
  As we have provided what we believe to be a satisfactory resolution and addressed ******************** complaint fully, we consider this complaint closed. If he has any general questions regarding his lease or would like to purchase his lease, he may contact our recovery department by phone at **************. 

  Customer Answer

  Date: 11/30/2023

   
  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:11/20/2023

  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.

  On 7-14-2023 I went to ********* Tires at ******************************************************** to inquire about repair on a tire. I was informed that the tire could not be repaired and was offered a set of slightly used tires by the owner ***. I agreed and was set with a lease agreement with Acima. At that time I was told that there was a 25% discount if total payment was made within a 90 day time period. However, upon further investigation, I learned that if full payment was not made within the 90 day time period, the lease started from the beginning and all previous payments did not count as repayment. To date I have paid ****** for one lease and ****** on a later lease. No conditions of the lease were made plain to myself or the office manager of Auto Save, *************************. The same thing has apparently happened to other customers of Auto Save. Since being made aware of the business practices of Acima, Auto Save has stopped all business dealing with Acima. I offered to pay my remaining balance but was told that I still owed over $1000.00 per terms of the "new" lease. Please also feel free to contact *****************************, office manager of Auto Save for further verification.

  

  Business Response

  Date: 11/22/2023

  Acima (hereinafter we, us, our) received the complaint filed by ******************************* through the Better Business Bureau on November 20, 2023. We investigated his complaint and provided the following response.   
  
  Pursuant to our records, on July 14, 2023, **************** entered an independent third-party retailer  Autosave Tire Store (the Retailer) located in ***********, *******. While with the Retailer, he applied and was approved for our leasing services. On that same date, **************** selected the property described as a tire sale- $740 4 mount and balance 4 new tire tax (the First Property). Acima purchased the First Property, and **************** electronically entered into a rental-purchase agreement (the First Agreement) wherein he agreed to rent the First Property from Acima. 
  
  On September 12, 2023, **************** again entered the Retailer, located in ***************. While with the Retailer, he applied and was approved for our leasing services. On that same date, **************** selected the property described as a 2 Wheel Hubs (the Second Property). Acima purchased the Second Property, and **************** electronically entered into a rental-purchase agreement (the Second Agreement) wherein he agreed to rent the Second Property from Acima. Acimas leasing product has no interest rates; all costs are disclosed within the Agreement and offered for review before signing.  Acima did our due diligence to ensure **************** was aware the rental purchase agreements are, in fact, a rental agreements with several purchase options. Additionally, **************** was also provided a link to Acimas customer portal, located at *********************************/, where he could log in to view a copy of the First Agreement and the Second Agreement at any time, view the status of his lease, and make payments. 
  
   As a courtesy to the customer, ********************** offers two early purchase options (EPOs); each of which reduces the cost of ownership to the customer and terminates the Agreement earlier than the total scheduled rental renewal periods contained within. The first EPO is a 90-day EPO, which expired on October 13, 2023, for his First Agreement **************** had not met that total as of the deadline, so his lease is continuing for the agreed-upon terms. This option is still available for his Second Agreement and expires December 19, 2023. The second EPO stipulates a customer may obtain ownership at any point after the first 90 days, by paying a lump sum payment equivalent to 65% of the remaining Renewal Payments. This option is still available to Mr. ******* Second Agreement and will be throughout the remainder of Mr. ******* rent payment schedule. 
  
  Mr. ******* desired resolution is for "a billing adjustment. We will not ***** this request. We confirm the purchase amounts and payments are fully disclosed within the Agreement, prior to signing, and it was Mr. ******* responsibility to review the terms and conditions of the Agreement.  **************** elected to utilize our services, and we confirm, that we follow all applicable laws and regulations regarding the structure of our Agreements, including the purchase terms.  
  
  If **************** has any questions or wishes to explore purchase, or termination options that are available to him, we encourage him to contact our recovery department at **************. 

  Customer Answer

  Date: 11/22/2023

   
  Complaint: 20896610
  
  I am rejecting this response because:

  I spoke with an agent, ******, and stated that I was willing to pay the remaining balance totaling $318.80 for both leases. He informed me that it was not an option. I informed him that the remaining balance was all I was willing to pay.

  
  Sincerely,
  
  ***************************

  

  Business Response

  Date: 11/27/2023

  Pursuant to our records, on July 14, 2023, **************** electronically entered into a rental-purchase agreement (the First Agreement) wherein he agreed to rent the property described as a tire sale- $740 4 mount and balance 4 new tire tax (the First Property) from Acima. To obtain ownership of the property **************** was required to make 26 bi-weekly rent renewal payments of $78.87 before tax, plus an initial rent payment of $25.00 before tax, for a total of $2,075.40 (the First Total of Payments) before tax. Alternatively, he can execute any other early purchase or termination option outlined within the First Agreement. 
  
  On September 12, 2023, **************** electronically entered into a rental-purchase agreement (the Second Agreement) wherein he agreed to rent the property described as 2 Wheel Hubs (the Second Property) from Acima. To obtain ownership of the property **************** was required to make 26 bi-weekly rent renewal payments of $24.35 before tax, plus an initial rent payment of $1.00 before tax, for a total of $633.93 (the Second Total of Payments) before tax. Alternatively, he can execute any other early purchase or termination option outlined within the First Agreement. 
  
  **************** states that the remaining balance totaling $318.80. This is not correct. ********************* rent for the time he has the property. Acima purchases the merchandise selected by the customer from the retailer and then rents the merchandise to the customer through a terminable rental-purchase agreement, that contains the disclosures as required by applicable law. **************** may also continue his regular rent renewal payments and obtain ownership after the completion of all rent renewal payments. All costs are disclosed within the First Agreement and the Second Agreement (the Agreements) and offered for review before signing. **************** may review his Agreements located at *********************************/. 
  
  As a courtesy to the customer, ********************** offers two early purchase options (EPOs); each of which reduces the cost of ownership to the customer and terminates the Agreement earlier than the total scheduled rental renewal periods contained within. The first EPO is a 90-day EPO, which expired for the First Agreement, however, this option is still available for the Second Agreement and will be until December 19, 2023. The amount needed to purchase his Second Agreement for the first EPO is, as of today's writing, $260.15 before tax. 
  
  Although the first EPO has expired for his First Agreement, there is a second EPO still available. The second EPO stipulates a customer may obtain ownership at any point after the first 90 days by paying a lump sum payment equivalent to 65% of any remaining renewal payments plus any past-due rent. Meaning, that as rental-renewal payments become due during the lease term, the proportion of the remaining payments subject to the second EPO decreases, as the due payments are excluded. The second EPO is still available for the First Agreement and will be throughout the remainder of ******************** rent payment schedule. The amount required to purchase his Second Agreement for the second EPO is, as of todays writing, $928.97 before tax. Please note, that the second EPO is subject to change. 
  
  We hope this explanation helps **************** understand the function of a rental purchase Agreement and the payoff terms therein. If **************** wishes to utilize the purchase options that are available to him or has further questions regarding his lease, we encourage him to contact our recovery department at **************.
   

  Customer Answer

  Date: 11/28/2023

   
  Complaint: 20896610
  
  I am rejecting this response because: I am not willing to pay more than the stated price of the items
  
  Sincerely,
  
  ***************************

• Initial Complaint

  Date:11/20/2023

  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 told the company acima that I didn’t know anything about them and that someone had my information. They said that I had to get a police report which I did the transaction happened on November 10th but the money didn’t actually get taken out of my account until the 11th or 12th. I contacted them and they’ve had me going through hoops

  

  Business Response

  Date: 11/22/2023

  Acima received the complaint filed by Ms. ******** ******* on November 20, 2023, through the Better Business Bureau, which included a screenshot of the charge she is disputing, and the requested police report.  
   
  We are unable to locate an account in our system with the identifying information provided by Ms. *******. Similarly, we are unable to locate the payment in question. On Ms. *******’s provided report, she indicates the payment was processed via Cash App. Acima does not utilize Cash App, or allow a Cash App account to be added as a payment method. We kindly request that Ms. ******* provide additional identifying details for the transaction, such as the last 4 digits of the bank account or credit card number that was charged. We apologize for any inconvenience Ms. ******* has had when working to get this resolved, and will continue working to get this matter resolved.  
   
  If Ms. ******* has any additional questions, we encourage her to reach out to our fraud team directly at ****************  

  Customer Answer

  Date: 11/22/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:
  
  This clearly came out my cashapp account as a direct debit and took this money out and the last 4 digits on the card is ****

  I have provided yall with this information multiple times and still havent gotten it resolved. 
  
  Sincerely,
  
  
  
  ********* *******

  

  Business Response

  Date: 11/28/2023

  We thank Ms. ******* for providing the additional information. We were able to locate the payment in question, as well as the lease associated with the payment. Upon review, we confirm that the phone number listed as belonging to Ms. ******* in the police report is also the phone number that was provided at the time of application and through which the lease-purchase agreement was signed. We additionally confirm that our fraud team has investigated this lease and determined that the lease was not created as a result of fraud.  
   
  We have turned off automatic payments, Ms. ******* will not receive additional rental payment attempts from Acima. We encourage Ms. ******* to reach out to our recovery department at ###-###-#### for additional information regarding her lease.  

  Customer Answer

  Date: 11/29/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:
  
  The lease that yall say I signed I’ve asked for a copy of the contract this is probably my third time asking for it. Also previously yall said that I didn’t even have an account now all the sudden your saying that I have one so again please provide the contract. I did not sign a contract and whatever was bought never came. So I’m not liable for something that I don’t even have nor purchased. 
  
  Sincerely,
  
  
  
  ********* *******

  

  Business Response

  Date: 12/01/2023

  Ms. ******* may view a copy of her lease-purchase agreement at any time by utilizing the Acima customer portal located at *************************** and logging in. To further assist Ms. ******* with her request, we have mailed a copy of the lease-purchase agreement to her as well.  
   
  We encourage Ms. ******* to reach out to our recovery department at ###-###-#### to discuss options available to her with regards to her claims of non-delivery.  

  Customer Answer

  Date: 12/10/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: Again the complaint wasn't about non-delivery the complaint was it wasn't me who bought also I checked the contract that was sent and all it shows is my name in print no signature by me at all. Also I had to do your job which was contacting the company who I'm "renting" from apparently they know who the person who stole my identity is. so obviously your investigation department didn't do what they said they would. Another thing is that I can't get the address the person who got the stuff because of privacy rights so I will be contacting the police again and have them get it. 
  
  
  
  Sincerely,
  
  
  
  ********* *******

  

  Business Response

  Date: 12/14/2023

  If Ms. ******* files an additional police report providing new details regarding the alleged identity theft, we ask that she provides a copy to us at *************** so we may investigate further. We note that the address provided on Ms. *******’s application for our services matches the address provided on her initial BBB complaint. As Ms. ******* is working with outside parties, we consider this complaint closed absent additional information. 

  Customer Answer

  Date: 12/16/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:
  
  I went through the company that I allegedly purchased from I called them and spoke to them and they said that acima is responsible for all the transactions including the address and the person who got whatever was bought so Acima needs to actually do their job and do the investigation they claim they do. 
  
  Sincerely,
  
  
  
  ********* *******

• Initial Complaint

  Date:11/20/2023

  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.

  11/20/23 I have an active account with **********************. There are no issues with the account . I have done business with them previously with no issue. My issue today is of valid concern. This is not the first time this has happened and prior times I simply deleted the email. However, today I received an email stating verbatim that I had applied for a lease from ******************** and that Acima needed additional information to approve my lease . Acima was identified several times in this email to the extent it is proven that a fraud was trying to be perpetrated. I called Acima in regard to this issue. As I said this was not the first time this has happened but the first time someone identified themselves as ********************* at email ************************ sharing I had applied for a lease at Lone Star Autimotive and they needed additional personal information to get it approved. All this was a lie and no additional lease from Acima was requested by me. My phone call was placed on multiple hold by 3 different agents with the third putting me on 10 holds over 10 minutes and finally said. *************** are you acquainted with ********************? I replied no I'm not and don't even know where they are located. By the way evidently this company was in *****. I've lived in Tennessee for 27 years. The representative put me on hold again and 5 minutes later returned and said **************** are you aware if the application you completed on September 26, 2023? I shared I was not aware of such application because I had never requested it. Another 5 minute hold and he returned stating ****************.. .. that request was from one of our business associates ********************. They were contacting you to offer you the services of their company because you were listed in the Acima files as a contact. My reply was .. the email requested additional personal information on a lease app I had completed at their store. That was a lie evidently regular practice accepted by Acima. Unacceptable

  

  Business Response

  Date: 11/27/2023

  Acima (hereinafter us, we, our) reviewed a recording of the referenced interaction and confirm the following. We accurately clarified to **************** that the email he received was from Acima, not an outside party. We confirm Acima conducted our due diligence, thus we did not approve this application and subsequently rejected it for fraud.  

  If **************** has additional questions or concerns, he may contact our customer service department at **************. 

• Initial Complaint

  Date:11/19/2023

  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 complaint is for Experian regarding the FRAUDULENT ACCOUNT Acima Digital FKA Simple (account number ********) that has been placed on my credit report illegally. I have never done business with Acima Credit and this account must be removed because it is made my life extremely difficult. By being stuck with higher interest rates, fewer loan options, and also hindered my housing. I need it removed immediately. The Acima account in question have been opened around the time I lost my wallet and many other things of identification. This is Identity Theft. I would highly appreciate if BBB assist in getting this fraudulent account removed so I can get back to my life as it were before the traumatic incident.

  

  Business Response

  Date: 11/20/2023

  Acima (hereinafter “we,” “us,” “our”) received the complaint filed by Mr. ****** ******* ********* through the Better Business Bureau on November 19, 2023. We investigated this complaint and provide the following response. 

  Mr. ********* alleges identity theft. Acima takes fraud allegations very seriously. We request Mr. ********* file a police report and provide us with a full and complete copy of the same to [email protected]. . Alternatively, Mr. ********* may provide us with a Federal Trade Commission Identity Theft Affidavit (“FTC Affidavit”). Upon receipt of the requested documentation, we will further investigate the allegation. If it is determined that this lease is, in fact fraudulent, we will terminate this lease and remove all reporting of it from the credit bureau. Absent proof of fraudulent activity, we will not terminate the lease or remove our reporting. We have paused our reporting for 30 days while we await additional documentation. Please note, that Experian is the only national credit bureau to which Acima reports.

  As we are awaiting additional documentation, we consider this complaint closed. If Mr. ********* has any additional questions regarding this response or obtains the requested supporting documentation, he may contact our fraud department at [email protected]. If Mr. ********* has any questions or concerns, in regards to his agreement, he may contact our recovery department by phone at ###-###-####. 

• Initial Complaint

  Date:11/18/2023

  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 am filing a complaint against Acima for their unethical practices on frivolous fees. They take payments via credit or debit when you fall behind or miss a payment you get a late fee of $50 and you also get a NSF fee of $100 every time. NSF fees come from when you are transferring money from your bank account directly it is a fee assessed by the bank. These fees are crazy on top of having to pay 3 times the amount of the product if you do not pay off within 90days. This company by far does not help people they do more damage than good. All of my account are paid in full with this company but I think they need to be investigated for there fee process because bank do not charge NSF fees when using debit or credit cards this is just another way for them to rip people off who are already hurting money wise because this economy sucks. But please feel free to refund most or all of the NSF fees. By the way when you set up monthly fees then start taking money every two weeks about 3 months in to a contract this is also an unethical practice that you practice and really should be investigated for. Again do better then maybe people would not complain so much to the BBB about you. Again please just refund all they frivolous NSF fees.

  

  Business Response

  Date: 11/22/2023

  Acima (hereinafter “we,” “us,” “our”) received the complaint filed by Ms. ****** ********** through the Better Business Bureau on November 18, 2023. We investigated this complaint and provide the following response.

  On September 22, 2022, Ms. ********** entered an independent third-party retailer – Best Buy (the “Retailer”). While with the Retailer, she applied and was approved for our leasing services. On that same date, she selected property described as "Canon - EOS Rebel T7 DSLR Video Two Lens Kit with EF-S 18-55mm and EF 75-300mm Lenses Apple - 10.2-Inch iPad (Latest Model) with Wi-Fi - 256GB - Space Gray Apple - Free Apple TV+ for 3 months (new or returning subscribers only) Shutterfly - $25 to spend or 8x8 Photo Book Apple - Free Apple News+ for up to 4 months (new or returning subscribers only) Apple - Free Apple Music for up to 4 months (new or returning subscribers only) Sales Tax Shipping Charges Discount“ (the “Property”). Acima purchased the Property, and Ms. ********** 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 Ms. ********** was required to make 26 biweekly lease renewal payments of $104.72 before tax, plus an initial rent payment of $50.00 before tax for a total of $2,772.58 (the “Total of Payments”) before tax.

  Ms. ********** alleges that “[Acima charges] a late fee of $50 and you also get a NSF fee of $100 every time.” This is not correct, pursuant to the 4th paragraph of the Agreement titled “Other Charges,” it states, “vi) $25.00 Returned Payment Fee (or the maximum amount permitted by law) for any payment that is returned to us unpaid; vii) Late Payment Charges. If a Renewal Payment is delinquent for more than 7 business days, if the payment is due monthly, or 3 days if the payment is due more frequently than monthly, you will be assessed a fee of not less than $5 and not more than the lesser of $10 or 10% of the delinquent payment;” We deny the allegation that a charge of $50.00 was charged for every late payment and $100.00 for every non-sufficient fund (“NSF”) failed payment. Ms. ********** had numerous failed and late payments, hence the overall accrual of fees. All fees were accrued in accordance to the Agreement, late fees were accrued in the amount of $10.00 per late payment and NSF fees accrued in the amount of $25.00 per payment that failed. We will separately send Ms. ********** a copy of her Statement of Payments for her clarification regarding how the fees accrued. 

  Ms. ********** lists her desired resolution as a refund. However, given the facts stated above, we confirm all fees were in accordance to the agreement, therefore, we will not grant the request for a refund.

  We hope this response assists Ms. **********’s understanding of her Agreement and the fee amounts. As we have thoroughly responded to Ms. **********, we consider this complaint closed. If Ms. ********** has any general questions regarding her account, she may contact our customer service department by phone at ###-###-####. 

• Initial Complaint

  Date:11/16/2023

  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.

  am deeply concerned about the sharing of my nonpublic information with credit bureaus and the resulting inaccuracies on my credit report. This situation has caused significant financial and emotional distress.Under 15 USC **** Section 602, I have the right to financial privacy, and I expect my information to remain confidential.Furthermore, 15 USC **** Section 604(a)(2) states that a consumer reporting agency cannot furnish account information without my written instructions, which I have not provided.I have identified inaccuracies on my credit report from ACIMA DIGITAL FKA SIMP, impacting my financial well-being. I request these inaccuracies be corrected promptly.Lastly, please remember 15 USC 1666(b), which prohibits treating payments on a credit card account as late under certain circumstances.For reference, my account details are as follows:Account Number: 1153****I request a thorough review of my account, prompt correction of credit report inaccuracies, and strict adherence to federal laws regarding my information.Failure to address these issues may compel further legal action. I anticipate your prompt response and resolution to these concerns.Thank you for your immediate attention to this matter.Sincerely,***********************

  

  Business Response

  Date: 11/17/2023

  Acima (hereinafter we, us, our) received the complaint filed by ************** through the Better Business Bureau on November 16, 2023. We investigated his complaint and provide the following response. 
  
  ************** alleges Acima violated his privacy pursuant to 15 USC **** section 602. We confirm that we have not violated any of ************** rights to privacy. We confirm we have protected ************** information to the fullest extent of the law. ************** may visit our privacy policy located at acima.com/privacypolicy for additional information on our information-sharing practices. 
  
  The code, 15 USC 1666(b) as cited by **************, does not apply to the transaction entered into between ************** and Acima Leasing. The rental-purchase agreement is a closed-ended rent-to-own transaction, and the cited code of law refers to credit products. 
  
  ************** quotes 15 U.S.C **** Section 604 A Section 2: states that a consumer reporting agency cannot furnish account information without [his] written instructions. Acima is not a consumer reporting agency, rather we are a furnisher of information. However, we confirm ************** gave his authorization upon signing the Agreement, ************** consented to the terms and conditions contained within. Pursuant to paragraph 13 of his signed Agreement, titled Reporting, You approve and acknowledge that we may report information about your lease and payment history to credit bureaus. 
   
  We confirm that when applying for our services, on the application ************** was required to click a checkbox that indicated he understood that upon clicking the SUBMIT button following the notice, he was providing written instructions to Acima under the ***** authorizing Acima to obtain information from his personal credit profile for the purposes of the application. We confirm ************** clicked the checkbox prior to submitting his application. As such, Acima had permissible purpose to obtain information from his personal credit profile.  
  
  ************** alleges that there are inaccuracies appearing in his report. Upon receipt of this complaint, we reviewed our reporting of his account and confirmed that it is accurate in its entirety. We are responsible for providing correct and accurate information to the credit bureaus, immediately updating any information that is discovered to be inaccurate, and we will not remove correct and accurate information from customers credit reports. We confirm we previously received an indirect dispute regarding our reporting of **************** lease through Experian, each of which we promptly responded to and verified we were reporting correctly and accurately. 
   
  ************** desired resolution is, for this account be deleted from [his] credit report. 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 FCRA.  Please note, that Experian is the only national credit bureau to which we report. 
  
  If ************** has any additional questions or concerns in regard to this complaint, we ask that he provide a response through the BBBs complaint portal. If ************** has general questions in regard to either of his leases, he may contact our customer service department by phone at **************.  

• Initial Complaint

  Date:11/15/2023

  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.

  They charged me NSF fees not my bank and they attempted to withdraw money before my check hit which is at noon and said it was past due when in reality they tried taking it before my money was in my account its not past due if I paid on the same day!!!! This company is a thief and I cannot wait to pay off my debt i will not use them again!!!

  

  Business Response

  Date: 11/17/2023

  Acima (hereinafter “we,” “us,” “our”) received the complaint filed by Ms. ***** **** through the Better Business Bureau on November 16, 2023. We investigated this complaint and provide the following response. 
  
  Ms. **** claims that “[Acima] attempted to withdraw money before [her] check hit which is at noon and said it was past due when in reality, [Acima] tried taking it before my money was in my account.” The authorization for the rent payments begins 24 hours prior to the date the rent payment is due, but no withdrawal is made prior to the payment due date. Additionally, Ms. **** indicates her income is deposited in her account at noon. Please note, Acima does not schedule the time the payment will be withdrawn. It is recommended that if there is a specific time constraint on the withdrawal, that the consumer schedules the payment for the following date to ensure a successful payment. 
  
  Ms. ****’s listed desired settlement is for a billing adjustment. As a courtesy to her, we have credited her account $25.00 for the previously paid NSF fee. This will reduce the amount of her next renewal payment. Ms. ****’s next renewal payment amount will be $73.84 before tax due on December 1, 2023. Afterwards, her renewal payments will resume as scheduled, to the amount of $98.84 biweekly before tax. We additionally encourage Ms. **** to reach out to us at least 2 business days prior to her next scheduled payment to adjust the date on which her Acima payments are taken.  
  
  As we have granted Ms. ****’s desired resolution, we consider this complaint closed. If she has any general questions regarding Acima, she may contact our customer service department by phone at ###-###-####. 

  Customer Answer

  Date: 11/17/2023

  
  
  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:11/10/2023

  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 not liable for this debt with ACIMA. I do not have a contract with the collection agency ACIMA DIGITAL SIMPLE agency trying to collect and report this to my credit report.

  

  Business Response

  Date: 11/14/2023

  Acima (hereinafter we, us, our) received the complaint filed by ****************** through the Better Business Bureau on November 10, 2023.  We were unable to locate a lease account in our system matching the identifying information that ****************** provided in his complaint. ****************** may contact our customer service department by phone at ************** if he has any questions, or if he would like to assist our agents in attempting to locate a lease account associated with his information.

  ****************** refers to Acima as a collections agency several times in the complaint, this is not correct. To help in ****************** understanding, The Fair Debt Collection Practices Act (FDCPA) defines a debt collector pursuant to 15 USC 1692a(6) as any person who uses any instrumentality of interstate commerce or the mails in any business the principal purpose of which is the collection of any debts, or who regularly collects or attempts to collect, directly or indirectly, debts owed or due or asserted to be owed or due another. Acima is not a third-party debt collector and is the primary holder, original creditor, and collector of all agreements signed with Acima. Acima does not collect debt on behalf of other agencies, but only collects on debts originating with Acima with our in-house recovery department. 

   ****************** claims [He is] not liable for this debt with Acima. He does not provide further explanation as to why he believes he is not liable for this debt. Nonetheless, if ****************** suggests this lease was created as a result of identity theft, we request that he file a police report or a ************************ Identity Theft Affidavit (FTC Affidavit). Please note, that an FTC Affidavit may be filed online on the FTCs website. Acima requires documentation to substantiate fraud allegations, and we direct all customers who allege identity theft has occurred, to file a police report for identity theft, and/or an FTC Affidavit and send a copy to ******************************* Upon receipt of the requested documentation, we will further investigate his allegation. If it is determined that in fact, it is a fraudulent account, we will terminate this account and remove all reporting of it from the credit bureau. Without proof of fraudulent activity, we will not terminate the account or remove our reporting. Please note, Experian is the only national credit bureau to which Acima reports. 

   As we are awaiting additional documentation, we consider this complaint closed. If ****************** has any additional information or documentation to support his credit dispute, he may send it to our credit reporting department at ********************************************************** If ****************** obtains the requested documentation to prove fraudulent activity, he may send it to our fraud department at *******************************