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:09/21/2023

  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 went to metro pcs to pay my phone bill. The representative told me that i needed to upgrade my phone. Because the data will not work anymore. He offered me to choose the phone i wanted. I told him i was tired and i just came to pay my bill. He insisted that i purchase or finance a new phone because the data will not work on my own phone. He signed me into some contract on my old phone that i was using and told me to sign. Fee was still required and i did not have enough money for the fee. So he asked me to zelle him money and he and another worker at metro would pay the difference. Now i am stuck in a contract for **** phone that they want me to pay ****. I paid **** so far. It is a flip mode z model 3 phone. I have to pay 300 a month i can not afford it. I have other bill like rent. Late fees are over 140 dollars. Charges every month is never ending. The phone became damaged after a couple of weeks it would not charge and the paint is chipping off the phone. They are taking advantage of me. I had to pay to fix the part of the phone to charge. Because it broke and i could not charge the phone. Also, the color of the phone is chipping. I want out of this contract. The letter were so small i do not know what i signed. The representative hang up on me and argue with me when i call there customer service line. I called them to return the phone and they offered a settlement of 620 to pay off in 60 days. Put wanted bank card information. I told them i can not afford payments anymore. They stated i can return the phone. But i had to mail it and still pay late charges. But if the phone is damaged they would mail be back the phone and i would have to resume payments. This company is committing fraud and they have all my information. Including social security number. They call me on my pay days. I did not provide pay day information. Other people told me they had similar problems with this company. They make you believe there selling you a new phone but it is refurbished.

  

  Business Response

  Date: 09/29/2023

  Acima (hereinafter we, us, our) received the complaint filed by Ms. ******** **** through the Better Business Bureau on September 21, 2023. We investigated this complaint and attempted to reach Ms. **** to assist in resolving her complaint directly. Despite numerous attempts, Acima has been unable to reach Ms. ***** Without the ability to communicate with her, we are unable to resolve this complaint. As such, we consider this complaint closed. Ms. **** may contact Acima at **************  in order to resolve this complaint.

  Customer Answer

  Date: 10/02/2023

   
  Complaint: 20639645
  
  I am rejecting this response because:
  
  Sincerely,
  
  Barkisha Page

• Initial Complaint

  Date:09/21/2023

  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.

  Due to the pandemic creating supply issues find a sofa in stock was proving to be a headache. I decided to check out a local furniture store, while there the sales associate told me the offer a 90 day 0 interest option which sounded good. I financed a sofa and table for $2100 my 90 option would end in March of 2023, again I was not sold this as a leasing option but a finance option. I was not able to pay off within in the 90 window of March but called in April of 2023 to pay off when I was informed the pay off would be $2000!!! I was pay $200 by weekly on a $2100 purchase so how did I still owe $2000. This is when I was informed of this company Acima is a leasing company, this is now 9/21/2023, I have paid ****************************** July because the company reps would not settle the account, I recently spoke with a rep who stated I still owe $2000 on a $2100 purchase that I have paid $**** on!!!! This is outrageous and I have filed a compliant with the ************************** , this company is text book predatory lending and needs to be investigated just like the PayDay Loan companies. I hate the day I went into the business, this was not a bad credit issue as to why I financed but a supply chain issue

  

  Business Response

  Date: 09/27/2023

  Pursuant to Ms. *********** request, Acima reached out to her directly by phone to discuss the terms and conditions of the lease-purchase agreement (the Agreement) she entered into with Acima. While Acima is not obligated to offer a settlement option, we may do so to assist customers in obtaining ownership of the property for less than the current purchase options available to them. We offered a settlement option to **************, however, she remains dissatisfied with our proposal. We encourage ************** to review the terms and conditions of the Agreement, which she may access by logging into the Acima customer portal located at ****************************. If she has additional questions or wishes to explore purchase options available to her, she may contact us by phone at ************.

• Initial Complaint

  Date:09/20/2023

  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: 09/20/2023

  Acima has searched our database and was unable to locate the agreement referenced in Ms. ********’s complaint. Please be advised, that this does not mean that a rental agreement does not exist under another spelling, name, or other classification. Ms. ******** may respond to this complaint with the identifying information that she provided at the time of application so we can assist her further. 
  
  Until Acima receives the requested information, we are unable to address this complaint. Ms. ******** may contact Acima at ###-###-#### with any additional questions.
  
  

• Initial Complaint

  Date:09/17/2023

  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.

  Acima decided to increase my biweekly payments from 345 to 371 after taxes without notifying me. I just had a baby on 9/8 so Im not working so I had to cancel a payment for one week. For them not to even notify me and then take out an additional $27 for a fee is RIDICULOUS. I will no longer do business with them and will not recommend them to anyone. They have been scamming me since I have purchased furniture earlier this year. This company is a COMPLETE SCAM.

  

  Business Response

  Date: 09/25/2023

  We have contacted *************************** pursuant to her request and reached a resolution to the complaint. As such, we consider this complaint closed. **************** may contact us at ************ with any additional questions.

• Initial Complaint

  Date:09/14/2023

  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.

  Approximately on 01/16/2021 I went to American Furniture located at **** ********* ***, Bakersfield, CA 93309. I purchased NUEVO HM7878WH-15 2 VANITY SETS WHITE AND ONE BLACK and I was advised that they would arrive within the month.
  
  6 months later after excuses of delays after delays I advised them I no longer wanted or needed the items and request a full cancellation of the order. They advised me they would cancel the order and I never heard from them again.
  
  Well now 2 years later ACIMA is attempting to collect for these items they claim they financed however I have no record of ever doing any business with ACIMA nor did I ever receive any items for which they claim this debt is for. ACIMA has no proof to substantiate this debt and to make things worse the furniture store that perpetrated this fraud is now out of business.
  
  ACIMA is not able to provide proof of delivery of the items and this nullifies there purported agreement. I have reviewed there agreement and it states that payments must start no later than 7 days after I received the merchandise. Well I never received the merchandise therefore this agreement is voided. They are unable to provide any proof of delivery. This is a fraudulent debt and I expect acima to cancel it immediately.

  

  Business Response

  Date: 09/18/2023

  Acima (hereinafter “Acima,” “us,” “we,” “our”) received the complaint filed by Ms. ******* through the Better Business Bureau on September 14, 2023. We reached out to Ms. ******* directly by phone and reached a solution agreeable to both parties. As such, we consider this matter satisfactorily resolved and the complaint closed. If she has further questions, she may contact our customer service department at ###-###-####.

• Initial Complaint

  Date:09/14/2023

  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.

  They gave me loan for $**** for new jewelry. I signed a contract that said 90 day same cash. We had an emergency roof replacement pop up unexpectedly. My wife called in a week before the 90 day pay off to let acima/supervisor know our situation, and ask if it would be okay if we could pay the balance owed roughly ***** in 3 weeks they told my wife no they can only do 7 day extension, well at this point we were screwed. There was nothing we could have done to pay the money at that time because of our emergency. I called in less than 3 weeks later to make the final payment, the price went from $***** to ****. I was already struggling to pay the $***** because of my emergency roof leak that set us back $10,000 mind you we never missed or was late on any payments every sense we first signed the contract with them. They didn't care at all. They was rude didn't have no remorse at all for changing us an extra $1,200 for making the final payment less than 3 weeks later. Please bbb help us. With inflation cost of living and hard times we can afford to fork out an extra $1,200. We would be very happy if we can get the outcome of just paying the balance of $*****. I could see if we was late on payments or coming 2 or 3 months later from the 90 day pay off to pay the balance. It was only less than weeks later. Help us please. Thank you

  

  Business Response

  Date: 09/15/2023

  Acima (hereinafter we, us, our) received the complaint filed by **************** through the Better Business Bureau on September 14, 2023. We investigated this complaint, contacted ****************, and reached a resolution to the complaint. As such, we consider this complaint closed. He may contact our customer service department at ************** with any additional questions.

• Initial Complaint

  Date:09/13/2023

  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.

  Im disputing a charge on the grounds the Acima has taken it a do upon to assume that I would be paying by weekly payments on merchandise that they have paid for by being charged more than what my original agreement was. The original agreement is for me to pay them back monthly today surprisingly, I received a phone call from them saying that I was being charged for a late payment according to them I should be paying every two weeks which was not an agreement between them and I. I am on a fixed income and I would never have a greed to pay biweekly when I receive my Social Security checks on the first of the month and the third of the month I assume on the question of them, asking me on my pay dates was that they wanted to know what day I got paid one not what dates that I would be I feel that **** is taking advantage of people who are not able to make certain payments, and I am an unemployed, elderly, disabled woman, and I am not able to pay any double payments to them that I did not agree upon *** never made an agreement with them that I would be paying off my bill, biweekly.

  

  Business Response

  Date: 09/20/2023

  Acima (hereinafter we, us, our) received the complaint filed by ****************** through the Better Business Bureau on September 13, 2023. We investigated her complaint and provide the following response.
  
  ****************** entered into a written contract in the form of a rental-purchase agreement (the Agreement) that contained all disclosures mandated by applicable state law. Pursuant to the Agreement, to obtain ownership of the Property ****************** was required to make 24 semi-monthly lease renewal payments of $56.72 before tax, plus an initial rent payment of $99.00 before tax for a total of $1,460.14 (the Total of Payments) before tax. Given these facts, we deny her allegation that the original agreement [was] for [her] to pay [us] back monthly.
  
  Acima has attempted to review the terms of the Agreement with ******************. Despite our best efforts to contact her via phone call, we are unable to reach ******************. However, we confirm ****************** updated her payment schedule to a monthly basis on September 13, 2023. As such, we consider this complaint closed. She may contact our recovery department at ************** with additional questions.
  

• Initial Complaint

  Date:09/12/2023

  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 received the below email from this company on September 2, 2023. I have never heard of this company, nor have I heard of the merchant they reference. This is a fraudulent action by Acima who have set up an account in my name without my permission. This activity is illegal.
  
  --------
  
  Nate, you're approved to lease up to $2,525* at Tribeca Diamonds.
  
  Your lease approval is good until:
  Wednesday, November 01, 2023.
  
  You're Almost There!
  
  Shop Tribeca Diamonds
  Choose eligible merchandise up to a total of $2,525*
  ($300 minimum for each item).
  
  Your lease approval ID # is 16131941.
  
  
  
  Complete your lease agreement
  Sign the agreement and make your initial payment.
  *Approval amount based on cash price Acima will pay to acquire the product(s) for your lease. Ownership through leasing costs more than the cash price.
  
  Don’t forget, you need to provide:
  
  A Valid Government ID*
  
  A debit card to pay for your initial payment.
  
  That's it! Delivery of your item will officially start your lease. We’ll contact you via text to confirm delivery.

  

  Business Response

  Date: 09/19/2023

  Acima (hereinafter “we,” “us,” “our”) received the complaint filed by Mr. ***** through the Better Business Bureau on September 12, 2023. We investigated his complaint and prepared the following response. We located the application in question; however, the identifying information on the application does not match the identifying information provided by Mr. *****. However, we have opted Mr. ***** out of receiving marketing emails. Additionally, Mr. ***** is able to unsubscribe from our emails using the link at the bottom of the approval email.
  
  If Mr. ***** still believes his identity was used to fraudulently create the lease, we request that he either file a police report and/or a Federal Trade Commission Identity Theft Affidavit (“FTC Affidavit”). Please note, an FTC Affidavit may be filed online, on the FTC’s 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 [email protected]. Upon receipt of the requested documentation, we will further investigate his allegation.
  
  As we have addressed Mr. *****’s concern, we consider this complaint closed. If Mr. ***** has any further questions or concerns related to this matter, we ask that he provide a response through the Better Business Bureau’s complaint portal.
  

• Initial Complaint

  Date:09/10/2023

  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.

  Purchase 8/25/2023
  Acima loan # ******** We have not had a dryer at all but we are still paying for a product that we have not had.

  

  Business Response

  Date: 09/14/2023

  Acima (hereinafter “us,” “we,” “our”) received the complaint filed by Ms. ******* through the Better Business Bureau (“BBB”) on September 12, 2023. We investigated Ms. *******’s complaint and despite numerous attempts, Acima has been unable to reach her to resolve this complaint. Without the ability to communicate with Ms. *******, we are unable to resolve this complaint. As such, we consider this complaint closed. Ms. ******* may return our calls at ###-###-#### in order to resolve this complaint.

• Initial Complaint

  Date:09/09/2023

  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 have not a contract with Acima Digital FKA Simple, they did not provide me with the original contract as I requested.

  

  Business Response

  Date: 09/11/2023

  Acima (hereinafter we, us, our) received the complaint filed by ************** through the Better Business Bureau on September 9, 2023. We investigated his complaint and provided the following response.
  
  Pursuant to our records, on March 19, 2021,  ************** engaged with an independent third-party retailer *************** (the Retailer) located at ***************, *******. While with the Retailer, he applied and was approved for our leasing services. On that same date, ************** selected property described as a 4 TIRES 225/30/20 (the Property). Acima purchased the Property, and ************** 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, ************** was required to make 26 bi-weekly renewal payments of $71.78 before tax, plus an initial rent payment of $50.00 before tax, for a total of $1,916.25 (the Total Cost) before tax. Alternatively, he could execute any other early purchase or termination option outlined within the Agreement. As of today's writing, **************** lease is 864 days delinquent with a past due balance of $2,017.69 before tax.
  
  ************** alleges, [we] did not provided [him] with the original contract as [he] requested. We reviewed our records and confirmed ************** has not previously requested a copy of the Agreement. We confirm ************** was provided a full copy of the Agreement at the time he entered into the lease. ************** *** also view a copy of his Agreement at any time by logging into the Acima customer portal located at ******************************************************;
  
  ************** claims he is not liable for this debt and that he does not have a contract with Acima. If ************** believes his identity was used to fraudulently create this lease, we request he files a police report and provides us with a full and complete copy of the same at ******************************* Upon receipt of the requested documentation, we will further investigate his allegation. If it is determined that this lease is in fact fraudulent, we will terminate this lease and remove all reporting of it from the credit bureau. Absent proof of fraudulent activity, we will not terminate the lease nor remove reporting. We paused our reporting of these accounts for 30 days while we await the requested information. Please note, Experian is the only national credit bureau to which Acima reports.
  
  **************** desired resolution is for the removal of reporting. 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. 
  
  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 *** contact our fraud department at ******************************* If ************** has any questions or concerns in regard to his Agreement or would like to explore any purchase, termination, or settlement options that *** be available to him, he *** contact our recovery department by phone at **************.
  
  

  

  Business Response

  Date: 09/11/2023

  As it appears, the Better Business Bureau is requesting the "original proof of debt request" from ******************, we will await further correspondence regarding this matter. Since ****************** is claiming this debt does not belong to him, we cannot release a copy of the respective agreement before properly verifying his identity.