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:09/08/2023

  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 been making payments every two weeks on items I purchased from Acima. This has to be the worse leasing company ever. They took two weeks to process a payment when it usually takes 1-2 days this has caused my account to overdraft twice. This is an inconvince because 1 payment came out one week but the other payments didnt post until *********** day. I spoke to a representative and she advised me that it was because of my bank and it wasnt. If it was because of my bank how was I still getting paid and I was making payments through checking and they were posting next day. Something is wrong on their end and they lied and blamed me for it instead of taking responsibility.

  

  Business Response

  Date: 09/12/2023

  **************** entered into written contracts in the form of rental-purchase agreements (the Agreements) that contained all disclosures mandated by applicable state law. Acima has reviewed this complaint and determined that Ms. ******* primary concern is regarding certain contractual obligations stated in the Agreements. Pursuant to paragraph 12 of the Agreement, You authorize us to initiate an electronic fund transfer (EFT) over the *** network (or another network of our choosing) from any bank account (or if no bank account is specified, then any account or card) listed on your application, or subsequently authorize us to debit or charge, for any renewal payment provided in this Agreement by its renewal date. We initially processed Ms. ******* rent renewal payments as agreed upon and authorized in the Agreements. On May 9, 2023, **************** made a change to her rent payment schedule. As of todays writing, we have processed her rent renewal payments as authorized on May 9, 2023. 
  
  Ms. ******* listed desired settlement is for a billing adjustment. We will not ***** this request as we confirmed we have processed ******************** rent renewal payments per her authorization. If **************** would like to update her payment method or change her rent payment schedule, she may contact our customer service department by phone at ************** or by chat at acima.com. 
  

  Customer Answer

  Date: 09/12/2023

   
  Complaint: 20573729
  
  I am rejecting this response because: they did not understand my request. Acima is having issues with processing payments so for payments that were taken out August 24th and August 25th those payments have not been processed yet. How can this issue be resolved? And has it been resolved? 
  
  Sincerely,
  
  ***************************

  

  Business Response

  Date: 09/15/2023

  As of todays writing, we confirm Ms. ******* lease accounts do not have any rent renewal payments processing. If **************** would like to update her payment method or change her rent payment schedule, she may contact our customer service department by phone at ************** or by chat at acima.com.

  Customer Answer

  Date: 09/18/2023

   
  Complaint: 20573729
  
  I am rejecting this response because: Still misunderstood. You have a system issue and not taking accountability for your actions. 
  Sincerely,
  
  ***************************

  

  Business Response

  Date: 09/25/2023

  **************** alleges we caused her bank account to overdraft twice. We attempted to contact **************** directly in this regard, however, we were unsuccessful. We ask that she return our calls at **************  so we may assist her.

• Initial Complaint

  Date:09/06/2023

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Lease #********
  I started leasing a king bed thru Acima on Jun 11th, 2023 for $600 + taxes. I made my payments on time for the duration of the lease, except for one that I paid a day late (July 7th, not July 6th). I paid it off on Aug 30th, 2023. They pulled the final payment on Aug 31st, 2023. I wasn’t aware that another payment was going to pull out, so I added up the numbers to see how much I over paid. When I added everything up, I paid $826.54, which is $226.54 over the agreement (part of that is taxes though). I called Acima about it, and they said I received five $25 fees for non-sufficient funds. When I said I never received documentation of fees being added, they said I signed an agreement. I don’t understand how I’m being charged fees that were NEVER brought to my attention via email when they send me emails for my payments going thru! Had I received ONE email that stated I was going to have a fee for non-sufficient funds, I would have changed the payment method IMMEDIATELY to a different one. I only used that card to start the account because it was the only one that had money on it at that time, but it’s not my primary card. I ended up changing the payment method only because I felt like pulling out of my account would eliminate me needing to login in and pay it every week. The agent said I would have had to call before I paid it off for them to fix any fees, but how am I supposed to call about fees that I wasn’t made aware of?!?! I ONLY found out cus they charged my card the day after I paid it off. The agent also said I had been paying non sufficient fees, but when I saw NSF, I just assumed it was a fee for leasing. I didn’t call to ask cus it was only $1-$2 each time I paid, not $25! This is the ONLY company I’ve gone thru that’s charged me a fee and never notified me via mail or email about it; even the card company emailed me when a payment didn’t go thru (but I didn’t receive any fees from them). I also can’t access the contract as I’ve paid it off

  

  Business Response

  Date: 09/12/2023

  We contacted Mr. ****** and reached a resolution to the complaint. As such, we consider this complaint closed. Mr. ****** may contact us at ###-###-#### with any additional questions.

• Initial Complaint

  Date:09/06/2023

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I find this account to be incorporated with inaccurate information, I strongly believe this to be misleading and misrepresentation of my credit history. Please remove this derogatory/chargeoff from my credit report.

  

  Business Response

  Date: 09/07/2023

  Acima (hereinafter “we,” “us,” “our”) received the complaint filed by Ms. ******* ************  through the Better Business Bureau (the “BBB”) on September 6, 2023. Please note, Ms. ************ lists “Experian” in her complaint. Acima is cannot provide a response on their behalf, however we provide the following information to assist understanding of her payment obligations to Acima and our reporting. 
  
  Pursuant to our records, on August 22, 2020, Ms. ************ entered an independent third-party retailer – JR Furniture (the “Retailer”) – located in Fayetteville, North Carolina. While with the Retailer, she applied and was approved for our leasing services. On that same date, Ms. ************per selected property described as a MATTRESS SET, LIVING ROOM SET” (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 12 monthly renewal payments of $250.79 before tax, plus an initial rent payment of $50.00 before tax, for a total of $3059.43 (the “Total of Payments”) before tax. Alternatively, she could execute any other early purchase or termination option outlined within the Agreement. 
  
  Ms. ************ lists her desired settlement as the removal of our reporting. We will not grant this request. We investigated our reporting upon receipt of this complaint and confirm there were some items reflected inaccurately. We confirm however that the condition of the lease is, in fact, charged-off and reported accurately as such. We have updated our reporting to reflect accurately, please reference ***********. We confirm Acima is authorized to report Ms. ************’s lease and payment history, and to update reporting as necessary. Moreover, Acima complies with the industry standard Metro 2 reporting guidelines both with its reporting and dispute investigations. Please note, Experian is the once credit bureau to which we report. 
  
  Ms. ************ may reach out to our recovery department at ###-###-#### with any questions or to explore purchase or settlement options that may be available to her. 
  
  

• Initial Complaint

  Date:09/05/2023

  Type:Product 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.

  09/05/23 Lease ******** The morning of 09/05/23, I attempted to make the final payments to my lease. At that time $211 was being processed to my ***** however $2500 was still due. I requested for $1979 to be deducted from a Discover card that I added at that time and $600 from my ***** Fargo checking account.I immediately noticed that the $1979 was deducted from the incorrect account. Instead of being deducted from Discover, it was removed from Navy Federal. After they withdrew the $1979, they attempted to take the processing payment of $211 which kicked back because they had already cleaned my account out with the ********* manager *****, who I spoke to, continued to talk over me until he threatened me. He told me that since I only had until the 8th, itll take a refund over 3-5 days to post which will then cause my lease to be extended. When I responded that Im ready to make the same payment to the Discover like I requested initially, he said well youll also be paying a $25 fee since the $211 was kicked back for insufficient funds on 09/01. Acima did not process that payment until 09/05 after they cleaned the account out. Because he tried to be argumentative, I asked to speak to a new manager.I spoke to ***, who I can tell spoke to ***** extensively and had his mind up that he was not going to assist me and didnt. He just told me that I could send an email to Acima with my bank statement and pay over $100 for a 7 day extension.This is my third lease with Acima, I have never endured an issue with customer service and the customer service I received today was extremely horrible. I am not in the position to pay an additional amount of money to Acima for an extension so I am requesting that they refund me the $25 fee because I had over $2000 in my account on 09/01 and they did not process the payment of $211 until today 09/05 after they mistakenly processed a $1979 payment that they had to refund.I will then not use their services anymore. This was horri

  

  Business Response

  Date: 09/07/2023

  Acima (hereinafter us, we, our) received the complaint filed by ************ through the Better Business Bureau (BBB) on September 5, 2023. We investigated her complaint and confirmed we processed ************ rent renewal payments as authorized in the rental-purchase agreement (the Agreement). Nevertheless, in an attempt to assist ************ purchase the property subject to the Agreement, we waived the accrued $25.00 NSF fee. 
  
  If ************ wishes to purchase the property, she may contact our customer service department at **************. Alternatively, she may process the purchase payment herself on our customer portal at ************************.
  

  Customer Answer

  Date: 09/08/2023

   
  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:09/01/2023

  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.

  They took money that I didn't tell them they could

  

  Business Response

  Date: 09/07/2023

  Acima (hereinafter “we,” “us,” “our”) received the complaint filed by Mr. ******* ********** through the Better Business Bureau (the “BBB”) on September 1, 2023. We investigated his complaint and prepared the following response.
  
  
  Mr. ********** alleges“[Acima] took money that [he] didn’t tell [authorize].” We deny this allegation. Per the signed rental-purchase agreement (“The Agreement”), “to receive membership benefits, I, the member, agree to pay $3.46, plus tax.... One membership covers all active rental agreements. Membership is optional. I, the member, can terminate the optional Acima Benefits Plus membership at any time by requesting orally or in writing a cancellation of my membership.” This membership was authorized from each of the two signed Agreements. We want to emphasize that the membership is optional and can be canceled at any time. Mr. ********** may also view a copy of his Agreements at any time by logging into the Acima customer portal located at ***************************.
  
  If Mr. ********** has general questions in regards to his lease and or would like to cancel his Benefits Plus membership, he may contact our customer service department by phone at ###-###-####.
  
  
  
   
  
  

• Initial Complaint

  Date:08/30/2023

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Acima is only authorized to charge twice monthly for my leases, but charges three times a month repeatedly. They are in violation of the lease agreement.

  

  Business Response

  Date: 08/31/2023

  Acima (hereinafter we, us, our) received the complaint filed by **************** through the Better Business Bureau on August 30, 2023. We investigated this complaint and provide the following response.
  
  **************** claims Acima is only authorized to charge twice monthly for [his] leases, but charges three times a month repeatedly. As a convenience to our customers, Acima schedules the rent renewal payments based on the dates they indicate they receive income on their application for our services. On his application, **************** indicated that he received income twice monthly, on the 15th and the 30th. Pursuant to paragraph 14 of the Agreement, our business days are Monday through Friday; holidays are not included. As such, if a renewal rent payment falls on a holiday or on a weekend, we will process the payment on the following business day. 
  
  **************** alleges that [Acima] are in violation of the lease agreement. We can confirm we processed his renewal rent payments as agreed upon and authorized in the Agreement. Therefore, we deny this allegation.
  
  If **************** has any additional questions regarding this response, he may provide a response through the BBBs complaint portal. If he has general questions in regards to his leases, he may contact our recovery department at **************.
  

• Initial Complaint

  Date:08/29/2023

  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.

  In April 2023 I made purchases through Wayfair with Acima financing. One of the items I ordered was a washer. When Wayfair informed me the washer's shipping would be delayed. I canceled that item. I NEVER received the washer. Wayfair told me it should take about 30 days to have it taken off my lease. I called Wayfair the next month. Wayfair showed the washer was canceled. I then called ACIMA. I ended up calling ACIMA over&over. I spent hours on the phone with Acima as l was still being charged for the washer. My lease agreement was to be paid in full by 7-18-23. I called back the beginning of July, as my July payment still took out the money for the washer, Acima told me the washer had not been credited to my account. I asked what my"cash payment cost" was at that time, as I told Acima I did not want to rent the items. Acima could not give me a cost without the washer. Acima suggested I keep an eye on my email, as I would receive an email once the washer was taken off my lease. I could then pay the "lease" off. July came and went, no new information. I called back at the beginning of August. This is how I found out the washer had finally been credited to my lease. Acima told me they left a voicemail on my cell phone on the 4th of July. I went back through my voicemails, there was NO call or message from ACIMA. I received no email either or a letter in the mail. Absolutely nothing. So in August, I asked Acima if I could finish paying off the lease now that the washer was finally credited. Acima told me I went past the 7-18-23 date & therefore would have to continue to pay rent or pay over $600. Why? My invoice without the washer was $1,209. I have already paid $1,488. Acima said if I wanted to pay my balance off today, it would be $564, or I could continue to pay monthly which would come to another $1,377.09. Acima made the mistake, so I am now expected to pay "rent" on an item I never received. It took Acima almost 4 months to credit an item, I NEVER received.

  

  Business Response

  Date: 09/07/2023

  We contacted Ms. ******* and reached a resolution to the complaint. As such, we consider this complaint closed. Ms. ******* may contact us at ###-###-#### with any additional questions.

• Initial Complaint

  Date:08/28/2023

  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 borrowed $1300 on 8/23/2022 & over a year later I still owe $750 even though I’ve paid over $2400 back. I can’t keep paying $60 a week on a loan that’s been repaid as well as $1000 on top of that.

  

  Business Response

  Date: 09/07/2023

  Mr. ****** ******* entered into a written contract in the form of a rental-purchase agreement (the “Agreement”) that contained all disclosures mandated by applicable state law.
  
  Acima transactions are not financing arrangements or loans. 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. 
  
  In response to Mr. *******’s complaint, Acima attempted to review the terms of the Agreement with Mr. *******. Despite our best efforts to address Mr. *******’s concerns, we are unable to reach a resolution to this matter. Furthermore, Mr. ******* listed his desired settlement as no further contact. As such, we placed a do not contact order on his lease and we consider this complaint closed. He may contact our recovery department at ###-###-#### with additional questions.
  

• Initial Complaint

  Date:08/23/2023

  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.

  Please investigate it is inaccurate, thank you.

  

  Business Response

  Date: 08/24/2023

  Acima (hereinafter us, we, our) received the complaint filed by ******************************* through the Better Business Bureau on August 23, 2023. We investigated his account, and prepared the following response.
  
  To serve as explanation of charges we give the following. On September 28, 2019, ******************** entered an independent third-party retailer ****************** (the Retailer) located in Bronx, ********. While with the Retailer, he applied and was approved for our leasing services. On that same date, he selected property described as 4 wheels (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 24 twice-monthly rent renewal payments of $100.63 before tax, plus an initial rent payment of $50.00 before tax, for a total of $2268.00 (the Total of Payments) before tax, or exercise any early-purchase option (EPO) available to him.
  
  Per the Agreement you can purchase the Property at any time during the first 90 days of the Agreement by paying us the Acima Cash Price plus tax and any additional charges owed, minus any payments you have made plus a $10.00 Buyout Fee. ******************** elected to use the first EPO option available and as of todays writing,  Mr. ********* account has been purchased for a total of $1060.00 before tax, and he has no further payment obligations to Acima in connection with this lease.
  
  ******************** alleges his [lease] is inaccurate but does not disclose what appears to be inaccurate. We additionally investigated our reporting upon receipt of this complaint and confirmed it is accurate in its entirety. Please note, Experian is the only major credit bureau to which we report.
  
  If ******************** has any further questions or concerns related to this matter, we ask that he provide a response through the Better Business Bureaus complaint portal. If ******************** has general questions in regards to his lease, he may contact our customer service department by phone at **************.
  
  

• Initial Complaint

  Date:08/22/2023

  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 purchased furniture with a contract to pay full amount due before the 3 months. I paid in full before the 3 months ended now they are charging me a "rental fee".

  

  Business Response

  Date: 08/31/2023

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