Complaints
This profile includes complaints for Acima's headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Complaints Summary
- 1,307 total complaints in the last 3 years.
- 602 complaints closed in the last 12 months.
If you've experienced an issue
Submit a ComplaintThe 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:08/22/2023
Type:Sales and Advertising IssuesStatus: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.
Purchased furniture 90 days same as cash last month but am being charged more than my original purchase price of $3,733. They are stating I owe $3,800 even after making a $354 payment. And that is a payment I didn't know I was expected to pay before the 90 day same as cash option is over in Oct. I repeatedly asked a representative 5-7 times for her manager and was told a supervisor, which is what she stated she was, is the only person I could talk to. She stated her name was *****.Business Response
Date: 08/29/2023
We confirm ********************* entered into a written contract in the form of a rental-purchase agreement (the Agreement) that contained all disclosures mandated by applicable state law. These disclosures were provided to her prior to ************ entering into the Agreement.
We confirm that Acimas services are not same-as-cash, nor do we advertise them as such. ************ agreed to the terms and conditions of the Agreement upon signing, including the early-purchase option. ************ paid a total of $3,808.36 to obtain ownership of the property, and as of todays writing has no further payment obligations to Acima. We encourage customers to review the terms of their rental-purchase agreements prior to signing, and confirm that a breakdown of these terms and conditions including the early-purchase option that ************ utilized were also provided to her, in order to assist her understanding of the Agreement. As stated in our disclosures, customers who utilize our services will pay more to purchase the property than they would if they purchase directly from the retailer.
We reviewed Ms. ***** communications with Acima and confirm ************ spoke with two supervisors during her phone calls with us on August 22, 2023. We additionally confirm ************ was provided correct and accurate information regarding her available purchase options, including the cost of leasing. We find it unfortunate that ************ was dissatisfied with the assistance she was provided.
If ************ has additional questions regarding her Agreement, she may contact our customer service department by phone at ************. She may also view a copy of her Agreement at any time by logging into the Acima customer portal located at ******************************************.Initial Complaint
Date:08/18/2023
Type:Sales and Advertising IssuesStatus: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.
2023 lease agreement with ACIMA paid off in full with the promise to receive more leasing privileges. ACIMA customer support gives bad advice to customers on handling unauthorized transactions. ACIMA claims to provide support to customers yet they track your transaction history and details only to deny the service for their bad business practices. I was charged a double payment and advised to have it reversed by my bank only to have ACIMA use this as a chargeback I had already been charged a double payment with tax added on EVERY SINGLE amount paid to them. PAID ACIMA off in FULL before their 90 day period and now have been denied for following the advice of their support agents. This company also takes both your account information and debit card information and instead if using debit card they process transactions through banking which takes longer than a debit card payment which makes the transaction look as if it is not an on time payment or as if the payment is not available. The way ACIMA handles transaction is unfair and undeniably difficult.Business Response
Date: 08/24/2023
Acima (hereinafter us, we, our) received the complaint filed by **************** through the Better Business Bureau (BBB) on August 18, 2023. We investigated her complaint and prepared the following response.
On August 8, 2023, **************** applied for our services through an independent third-party retailer ***************** (the Retailer). Upon submission, her application was denied. Acima is not obligated to provide our services, and as indicated in Acimas Application Terms, it states I HEREBY: (5) understand that this application is subject to approval by Acima.Accordingly, on August 13, 2023, we emailed **************** an adverse action notice (the Notice) to the email address she provided to us during the application process.
At this time, Ms. ******* application will remain denied. If **************** has any general questions in regards to Acima, she may contact our processing department at **************.Initial Complaint
Date:08/16/2023
Type:Billing IssuesStatus: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 had my last payment automatically taken out yesterday. Th representative called today and asked if I wanted to close this account. I said yes and was told I had to pay $45 and some cents to do so. I didnt feel I should pay this fee because payments automatically came out of my account they insisted I had to pay so I scheduled 2 small payments. I am a 76 year old senior with med problems and dont feel I should be harassed. Social security is my income monthly thank you for your helpBusiness Response
Date: 08/24/2023
Acima (hereinafter we, us, our) received the complaint filed by ********************************* through the ********************* ****** (the BBB) on August 16, 2023. We investigated her account, and resolved her concerns. As of todays writing, Ms. *********** account has been purchased and she has no further payment obligations to Acima in connection with this lease.
If ************** has any further questions or concerns related to this matter, we ask that she provide a response through the Better Business Bureaus complaint portal. If ************** has general questions in regards to her lease, she may contact our customer service department by phone at **************.Initial Complaint
Date:08/15/2023
Type:Product IssuesStatus: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 a result of the unfavorable entries you made in my credit report. If this debt were mine, with validation and proof of claim, I would be willing to accept it, but as it isn't, there isn't any way for you to validate it. I want to make your company legally and criminally accountable because it took them more than 30 days to reply to my letter that I mailed to you. They are aware that they have broken various laws. Please be aware that this is NOT a request for "partial" validation; rather, I am requesting that EVERYTHING described in my letter order serve as full and sufficient validation of this obligation.Business Response
Date: 08/16/2023
Acima has searched our database and was unable to locate the agreement referenced in Mr. ******* ********’s complaint. Please be advised, this does not mean that a rental agreement does not exist under another spelling, name, or other classification. Mr. ******** may respond to this complaint with additional identification information, (i.e. last 4 digits of social security number, account number and name, address on file, and telephone number). We ask Mr. ******** also please include the specific information being disputed and an explanation of the basis of the dispute, so we may better assist him with his concerns.
Until Acima receives the requested information, we are unable to address this complaint. Mr. ******** may contact Acima at ###-###-#### with any additional questions.Initial Complaint
Date:08/14/2023
Type:Billing IssuesStatus:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
In accordance with the Fair Credit Reporting act. This account has violated my federally protected consumer rights to privacy and confidentiality under 15 USC ****. 15 U.S.C **** section 602 A. States I have the right to privacy.15 U.S.C **** Section 604 A Section 2: It also states a consumer reporting agency cannot furnish an account without my written instructions In accordance with the Fair Debt Collection Practices Act. Debt collectors are not allowed to communicate with me under the 15 USC 1692CBusiness Response
Date: 08/17/2023
Acima (hereinafter we, us, our) received the complaint filed by ******************************* through the Better Business Bureau on August 14, 2023. We investigated this complaint and provided the following response.
************ alleges that [Acima] has violated my federally protected consumer rights to privacy and confidentiality under 15 USC ****. 15 U.S.C **** section 602 A, while we confirm all consumers *** exercise their rights, we want to emphasize that section cited refers to Credit ****************** (CRAs), Acima is not a CRA under the Fair Credit Reporting Act (FCRA), Acima is a furnisher of information. We confirm we have protected ************** information to the fullest extent of the law. ************ *** visit our privacy policy located at acima.com/privacypolicy for additional information on our information sharing practices.
************ quotes 15 U.S.C **** Section 604 A Section 2: "It also states a consumer reporting agency cannot furnish an account without my written instructions, we confirm ************ gave her authorization upon signing the Agreement, ************ consented to the terms and conditions contained within. Pursuant to paragraph 14 of her signed Agreement, titled Reporting, You approve and acknowledge that we *** 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 she understood that upon clicking the SUBMIT button following the notice, she was providing written instructions to Acima under the ***** authorizing Acima to obtain information from her personal credit profile for the purposes of the application. We confirm ************ clicked the checkbox prior to submitting her application. As such, Acima had permissible purpose to obtain information from her personal credit profile.
************ alleges Debt collectors are not allowed to communicate with [her] under the 15 USC 1692C. Please note, Acima is not a debt collector under this law. Nevertheless, on August 15, 2023, we placed a do-not-contact order on her lease. ************ will receive no further communications from Acima.
************** desired resolution is, for this account be deleted from my 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. Acima is obligated to report correct and accurate information to the applicable CRAs. Please note, Experian is the only major credit bureau to which we report.
If ************ has any general questions regarding her lease or would like to discuss payment or settlement options that *** be available to her, she *** contact our recovery department by phone at **************.Initial Complaint
Date:08/14/2023
Type:Sales and Advertising IssuesStatus: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 8/14/23 Acima sent me an Email stating that my account was in arrears because of a failed payment on 8/11/23 for the amount of $88.27 & it said I had to call to get my account current . So I called they stated that I had to pay $101.90 so I did then less than an hour later they took another $88.27 out of my account . I called them to bring their mistake to their attention & they are now refusing to refund the $88.27 back to my account & keep giving different answers as to why they can't refund it.Business Response
Date: 08/22/2023
Acima (hereinafter “us,” “we,” “our”) received the complaint filed by Mr. ******** through the Better Business Bureau (“BBB”) on August 14, 2023. We investigated his complaint and despite numerous attempts to reach out to Mr. ******** directly by phone, we were unsuccessful. We request Mr. ******** contact us at his earliest convenience at ###-###-#### to resolve this complaint.Customer Answer
Date: 08/24/2023
Complaint: ********
I am rejecting this response because:
I have called back numerous times but Jose always seems to be on lunch & was told he would call me back within the hour & I don’t receive the call till days later & while I’m at work & can’t answer my phone.
Sincerely,
****** ********Business Response
Date: 08/30/2023
We contacted Mr. ****** ******** and reached a resolution to the initial complaint. As such, we consider this complaint closed. He may contact our resolutions department at ###-###-#### with any additional questionsInitial Complaint
Date:08/10/2023
Type:Billing IssuesStatus: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 SIMP and do not have a contract with them. They do not provide me with the orginial application like I asked.Business Response
Date: 08/11/2023
Acima has searched our database and are unable to locate the agreement referenced in **************** complaint. Please be advised, this does not mean that a rental agreement does not exist under another spelling, name, or other classification. ************** may respond to this complaint with additional identification information, such as the lease number, so we may better assist her with her concerns.
Until Acima receives the requested information, we are unable to address this complaint. ************** may contact ** at ************** with any additional questions.Initial Complaint
Date:08/09/2023
Type:Billing IssuesStatus:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
In accordance with the Fair Credit Reporting act. This account has violated my federally protected consumer rights to privacy and confidentiality under 15 USC ****. 15 U.S.C **** section 602 A. States I have the right to privacy.15 U.S.C **** Section 604 A Section 2: It also states a consumer reporting agency cannot furnish an account without my written instructions In accordance with the Fair Debt Collection Practices Act. Debt collectors are not allowed to communicate with me under the 15 USC 1692CBusiness Response
Date: 08/11/2023
Acima (hereinafter we, us, our) received the complaint filed by ********************************* through the Better Business Bureau on August 8, 2023. We investigated this complaint and provided the following response.
****************** alleges we violated "15 U.S.C. **** section 602 A" and "15 U.S.C. Section 604." We note that these portions of the Fair Credit Reporting Act (FCRA) are directed to the credit reporting agencies (CRAs). For clarification Acima is not a CRA, rather we are a furnisher of information to the **** However, we confirm we have not violated any of ****************** rights to privacy. Further, we confirm that ****************** did authorize Acima to report to the credit bureau(s) by signing the rental-purchase agreement (the "Agreement"). Pursuant to paragraph 13 of the Agreement titled Reporting, You approve and acknowledge that we may report information about your lease and payment history to credit bureaus. Please note, Experian is the only major credit bureau to which Acima reports.
****************** alleges Debt collectors are not allowed to communicate with [her] under the 15 USC 1692C. Please note, Acima is not a debt collector under this law. Nevertheless, on August 10, 2023, we placed a do not contact order on her lease. ****************** will receive no further communications from Acima.
****************** listed desired settlement is for the removal of our 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 F**** Acima is obligated to report correct and accurate information to the applicable CRAs. We have reviewed ****************** lease reporting history and confirm that it is accurate in its entirety.
If ****************** has any additional questions regarding this response, she may provide a response through the BBBs complaint portal. If she has any general questions regarding Acima, she may contact our customer service department at **************.Initial Complaint
Date:08/08/2023
Type:Customer Service IssuesStatus: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.
Today on my banking app, I noticed a transaction took place on 8/7/23 from Acima. The amount was 478.13 dollars. I have never conducted business with this company. I contacted my bank to put a freeze from this transaction. In addition, I called the company and notified the incident. I informed the company representation that I never approved, not asked another individual to make a purchase. The representative informed me to file a fraud complaint.
.Business Response
Date: 08/09/2023
Mr. ******* ****** alleges identity theft. Acima takes fraud allegations very seriously. 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 ***************. As Mr. ****** indicates there is an unrecognized payment, we additionally ask that he provide a copy of his bank statement, reflecting his name, the last 4 digits of the bank account number, and the unauthorized charges to us at the aforementioned address. 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 refund any payments in question.
As we are awaiting additional documentation, we consider this complaint closed. Mr. ****** may contact Acima customer service at ###-###-#### with any additional questions.Initial Complaint
Date:08/08/2023
Type:Billing IssuesStatus: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.
A fraudulent account was set up in my maiden name which I have not used in 13 years my DL does not even have my maiden name on it. I have been disputing this for over a year. They asked me to file a police report and I did. They came back and said it was not a full police report. Which it was, I cant provide the police with information that I dont have. I called on 08/8/2023 to try and resolve this spoke to a rep who argued to me about what my name is and was on the leases provided. They will not let you talk to voice to voice to a fraud rep only email and they dismissed everything I said. A full investigation of my account needs to be completed and they need to verify which employees they had reviewing my profile because the way the account was set up it had to have been a inside job/employee of theirs. I want this fully investigated and off my credit reportBusiness Response
Date: 08/10/2023
Acima (hereinafter we, us, our) received the complaint filed by Ms.**************** through the Better Business Bureau on August 8, 2023. We investigated this complaint and provided the following response.
************ alleges identity theft. Acima takes fraud allegations very seriously. We note that she previously provided us a copy of an incident report. As she indicates a full police report is unable to be provided, we request she file a ************************ Identity Theft Affidavit (FTC Affidavit). Please note, 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, or an FTC Affidavit and send a copy to ******************************* Upon receipt of the requested documentation, we will further investigate her allegation. If it is determined that in fact it is a fraudulent account, we will terminate the lease.
As we are awaiting additional documentation, we consider this complaint closed. If ************ has any additional questions regarding this response or obtains the requested supporting documentation, she may contact our fraud department at *******************************
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