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:04/21/2025

  Type:Product 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 was charged ****** from acima. Which they did not have permission to take money out of my bank account. When I called them they had took my money and paid someone else's account which is not mine and it doesn't even have my name on the account.. now they are saying that I have to take the lady to court or ask her to refund me my money

  

  Business Response

  Date: 04/23/2025

  Acima Leasing (hereinafter we, us, and our) received the complaint filed by Ms. ********* ******* through the Better Business Bureau on April 21, 2025. We have reviewed her complaint and the leases in and transaction in question. We confirm that the leaseholder of the lease where the referenced transactions were made, contacted Acima Leasing to request a refund. We confirm that both transactions were successfully refunded on todays date back to the originating payment method. We additionally have removed the payment method associated with the transactions from our system. We confirm that this issue has been resolved, as such we consider this complaint closed.  ************** has additional questions, she may contact our customer service department at **************.    

• Initial Complaint

  Date:04/21/2025

  Type:Product 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 rented 2 pieces of furniture from Bob's Discount furniture on 01/04/2025. I have decided to return an ottoman. I contacted customer service and I was told that I could not return one of two items. I can either return both or none of them. I am a senior and for me to return a couch would be very challenging. Additionally, I reviewed my contract and I do not see anywhere that states I can not do a partial return! (This is rental furniture).

  

  Business Response

  Date: 04/24/2025

  Ms. ********** rental-purchase agreement (“Agreement”) contemplates a termination option. If Ms. ******** chose to terminate her Agreement, she would be required to return the leased property (“Property”). The Property is described as a sofa and ottoman. There is no option to terminate part of the Agreement while leaving part operative.    
  
  If Ms. ******** has further questions or to terminate her Agreement, she may contact our customer service department at ***** *********

  Customer Answer

  Date: 04/24/2025

  
  Complaint: ********
  
  I am rejecting this response because: it does not state anywhere in your contract that I must return all items or none of them. Show me where it states this and I will abide by it. I was told that i could c return any item I decided to without penalty. So, basically if someone rents a bed and a sofa but the sofa hurt there back they would have to return the bed too and the re-rent the bed after?? It makes no sense. Please respond.
  
  Sincerely,
  
  **** ********

  

  Business Response

  Date: 04/28/2025

  Paragraph 1 of the Agreement, titled Definitions, defines “Property” as the sofa and ottoman. Paragraph 10 of the Agreement, titled Termination, states the Agreement may be terminated by returning the Property, which consists of the sofa and ottoman. As previously explained, there is no option to terminate part of the Agreement while leaving part operative. As we have addressed Ms. Caldwell’s concern and confirmed that her request falls outside the scope of her Agreement, we consider this matter closed.
  

  Customer Answer

  Date: 04/29/2025

  
  Complaint: ********
  
  I am rejecting this response because: while I understand the content of the agreement you provided specifies "property" it is still not a response to my question and it is very vague as to what the "property" is. 
  
  Sincerely,
  
  **** ********

  

  Business Response

  Date: 05/07/2025

  As we have thoroughly addressed Ms. ********** concerns in our previous responses, we consider this matter closed.   

• Initial Complaint

  Date:04/18/2025

  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 purchased Furniture in March 2025. The first payment was taken from my account . The second was taken 4/12/25 and another on 4/15/25. When asked to return the unauthorized payment from 4/15/25 I was told repeatedly theres no guarantee that it would be returned and theres nothing I can do about it. My payments are to be withdrawn biweekly. ACIMA refuses to answer questions or refund the overpayment which has put my account into overdraft status.

  

  Business Response

  Date: 04/18/2025

  Acima Leasing (hereinafter we, us, and our) received the complaint filed by Ms. ****** *********, through the Better Business Bureau on April 18, 2025. We reached out directly to Ms. ********* and resolved her concern. If Ms. ********* has additional questions, she may contact our customer service department at **************.    
  
  

• Initial Complaint

  Date:04/17/2025

  Type:Product 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 have been overcharged by acima. The buyout is expensive. They are telling me to return mu merchandise and i need my glasses to see. I cant see to well. It is very expensive but the buyout is more money that already leased it for. I have spoken to them about it and they are not being reasonable

  

  Business Response

  Date: 04/21/2025

  Ms. ******** purchased the leased property on April 17, 2025, pursuant to her rental-purchase agreement. As such, we deny her allegation that she was overcharged. Ownership of the property is hers and she has no further payment obligation to Acima Leasing in connection with this lease.  
  
  If Ms. ******** has any remaining questions related to her closed lease, she may contact our customer service department at **************.

• Initial Complaint

  Date:04/17/2025

  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.

  It was an 6 month no interest loan . I called to insure the last payment was in full and within the time given. The associate gave me the amount and insured me that the account was paid in full . Than I received a collection notice and when I called I was told there was a fee of ***** that wasn't paid so now I owe in full.

  

  Business Response

  Date: 04/21/2025

  Acima Leasing no longer owns the lease associated with Mr. ************* information. For any payment arrangements or further information, he may contact **************************** directly at **************. 

• Initial Complaint

  Date:04/17/2025

  Type:Product 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.

  Used Acima which they are charging double than what the item is worth. Told them I lost my job and now they are charging me more fees than what I already have. This company should be illegal with how they trap people into a commitment and charge them thousands of dollars for items that cost a fraction.

  

  Business Response

  Date: 04/21/2025

  Mr. ****** entered a rental-purchase agreement (the Agreement) with Acima Leasing. The Agreement details three purchase options and a termination option, which Mr. ****** agreed to. A termination option was discussed with Mr. ******* however, he elected to execute his 90 day early purchase option in the amount of $938.99 plus tax, as outlined in his Agreement. Mr. ****** did not pay any other fees. 
  
  As Mr. ****** agreed to the terms and conditions disclosed in the Agreement and elected to execute his 90 day early purchase option, we deny his allegations and consider this matter closed. 
  
  If Mr. ****** has any remaining questions related to his closed lease, he may contact our customer service department at **************.

• Initial Complaint

  Date:04/17/2025

  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 contacting you again regarding the fraudulent lease on my account. I did not authorize or pick up any item, and I live in *******. The retailer confirmed a female picked up the item in *******, which was not me.Ive already filed a fraud claim, and I am requesting full cancellation of the lease and written confirmation that:I am not responsible for this account No charges or collections will occur My credit will not be affected I am also requesting that all phone calls and messages from Acima stop immediately while this is being resolved.

  

  Business Response

  Date: 04/25/2025

  Acima Leasing (hereinafter we, us, our) received the complaint filed by Ms. ******* **** through the Better Business Bureau on April 17, 2025, regarding the cancellation request. We investigated Ms. ***** lease and provide the following response.  
   
  Ms. **** claims she did not pick up the property. We note that as of todays writing, we have not received a police report or a ************************ (***) Identity Theft Affidavit. We have sufficient information to support that Ms. **** elected to apply for Acima Leasings services, and signed the rental-purchase agreement (the Agreement) on her personal electronic device. We kindly request that Ms. **** provide a police report and/or FTC Identity Theft Affidavit to our fraud team at ****************************** so we may investigate further. Absent additional information, the lease will remain Ms. ***** responsibility.  
  
  Pursuant to Ms. ***** request, we placed a do-not-contact order on her lease. That order will remain until or unless Ms. **** requests that Acima Leasing resume communications. We further note that Ms. **** has turned off automatic payments, and additionally note that the rental-purchase agreement Ms. **** elected to enter into does not contemplate reporting her lease or payment history to the credit bureaus. 
  
  Ms. **** may contact our customer service department at ************** with additional questions, or provide documentation to the email address indicated above. 

  Customer Answer

  Date: 04/28/2025

   
  Complaint: 23216722
  
  I am rejecting this response because:

  I contacted Acimas fraud department to notify them that I did not pick up the property and did not authorize this lease. I am seeking full cancellation of the lease.
  Sincerely,
  
  ******* ****

  

  Business Response

  Date: 05/02/2025

  We note that we are still awaiting the previously requested documentation from Ms. ***** She may provide it to us directly at ******************************* Absent additional documentation or information, we consider this complaint closed.  

• Initial Complaint

  Date:04/16/2025

  Type:Product 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 was contacted by a family member that I had an outstanding balance with Acima leasing.Apparently I ordered a game system for my son but no one at the store I bought it from mentioned I was under a loan or whatever this is. Im not sure why I am being contacted so long after the items were bought but I had no knowledge of such Loan. Now Im being threatened of being sued?! This is outrageous.

  

  Business Response

  Date: 04/17/2025

  Mr. **** alleges an outstanding balance with Acima Leasing they had no knowledge of. We note if Mr. **** does not recognize the lease entered into, we encourage Mr. **** to contact our fraud department at ****************************** to assist with the matter. For additional information, we direct Mr. **** to contact the party that has contacted him directly. 

• Initial Complaint

  Date:04/16/2025

  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 inform you of a fraudulent account that has been opened in my name with Acima Digital (formerly known as Simp). I am a victim of identity theft and did not authorize the opening of this account. Below are the details of the fraudulent ******************************** Name: Acima Digital (FKA Simp)Opened Date: 9/1/2020 Account Number: *******High **********************: $2,908.00 I kindly request that you close this account immediately and remove any negative information associated with it from my credit report. Additionally, I would appreciate it if you could provide confirmation of the account's closure and any relevant documentation related to the fraudulent activity.Thank you for your prompt attention to this matter.

  

  Business Response

  Date: 04/17/2025

  Acima Leasing (hereinafter we, us, our") received the complaint filed by ***** ****** through the Better Business Bureau (the BBB) on April 16, 2025. We investigated her complaint and provide the following response. 
  
  Ms. ****** alleges identity theft. Acima takes identity theft allegations seriously. We request Ms. ****** file a police report and provide us with a full and complete copy of the same to ******************************* Alternatively, Ms. ****** may provide us with a ************************ 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. 
  
  
  Ms. ****** may send the requested documents to ******************************* with any questions.  
  
  

• Initial Complaint

  Date:04/15/2025

  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 purchased tires from a local tire store using Acima. My husband was taken off work for ***. I tried to work with Acima so that I could continue to make smaller payments until I could make the agreed payment. They would not allow me to do this. So I got behind. I tried contacting them more than once so that I could pay my bill. I never heard back. Today I got a call from my daughter that she got a call from a collection agency telling her there was a civil case against me and they cannot find me. They also called my ex husband who I divorced in 2010 plus my estranged son. So now I am totally humiliated! THEY NEVER CALLED ME!!!! I want the amount reduced to remove the collection fees. Plus my credit report fixed. I would prefer to have it all waived for the complete embarrassment this has caused. My ex husband was not on this lease. Calling him was not warranted, he was never listed as a reference.

  

  Business Response

  Date: 04/17/2025

  Acima Leasing (hereinafter us, we, our,) received the complaint filed by Ms. ****** ***** through the Better Business Bureau (BBB) on April 15, 2025. We investigated her complaint and prepared the following response. 
  
  Acima Leasing does not engage in the described behavior. Pursuant to our records, our last contact attempt with Ms. ***** occurred on June 10, 2024.  
  We confirm Collection ******************, is the company associated with this complaint. Ms. ***** may contact them with any questions or requests at ************. 
  
  We confirm we are no longer reporting Ms. ***** lease or payment history to the credit bureaus. Please note, this cessation of reporting is for reasons other than Ms. ***** submission of a complaint. As we are no longer reporting, we consider this complaint closed.