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:08/08/2023

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  This company only sends canned responses. Sometimes the chat agents forget to remove the quotes. Your issue can be 30 days old and they will tell you that it normally takes 14 days to resolve. I've had numerous app issues due to their virtual calls not processing fees or taxes correctly and when this happens, they hold your downpayment for over a month. They expect you to bug the business who has little knowledge as to what Acima is. They always say that everything is out of their control. If you ask to speak to a manager the person you are chatting with always just happens to be some weird upper tier job title that cant do anything for you. Better yet, when they respond to this complaint they will simply attach their phone number that goes to the same customer service reps that you have already bugged on a daily basis. I have paid off multiple leases before the 90 day **** and I do appreciate the lack of hidden fees and interest but when their product fails, they refuse to offer a credit, they blame the businesses that they partner with and it makes it truly not worth dealing with.

  

  Business Response

  Date: 08/18/2023

  Acima (hereinafter us, we, our) received the complaint filed by **************** through the Better Business Bureau (BBB) on August 8, 2023. We believe this matter to be resolved, however, we will contact **************** directly to ensure he receives his refunds. As such, we consider this matter closed.
  
  If **************** has any additional questions, he may contact our processing department at **************.
  

• Initial Complaint

  Date:08/07/2023

  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.

  Currently have a lease with Acima for the two mattresses my family of three have to sleep on. I sleep on a couch to provide for my girls. Each month I pay over 230 per month for the last 12 months. I have never missed a payment, nor been late. Recently my job notified me that I’d be getting a position change that unfortunately comes with a sever pay it. I will lose a 4th if what I made before. A huge, SUBSTANTIAL change that was unforeseen or unavoidable. I called Acima customer service as I have maybe 3-4 payments yet on the lease remaining. I asked for a reduction or rearrangement if the remaining payments to help alleviate the loss income. I did not ask for forgiveness, only help to pay the balance without breaking the bank. No one would help, and the reps I spoke with refused to budge. Said what I owed is what I owed and that they can’t change the plan. Can’t even work with me and my loss of income. That they would continue to pull what they were owed, in fact just a few days ago they did it again even though I said I wasn’t able to meet the payment. I ended up short on August rent. They could work with me at all to spread the payments or reduce. The only offer by hey made was to postpone all payments and lump sum it in October, but I reminded them that if I couldn’t pay 200 in one month, how could I pay 6-800 in one? They basically shrugged and said they can’t help. I’m at a loss and I’m struggling to figure out what to do. I tried to manage this civilly and contact them. The manager basically said oh well, you signed the paper. And that was it. I find this extremely greedy, and reverse to what they push in their customer service promises. They did not care to help or even attempt to seek a resolution that enabled me to fulfill my obligation without adverse effect.

  

  Business Response

  Date: 08/15/2023

  Mr. ******** entered into a written contract in the form of a lease-purchase agreement that contained all disclosures mandated by applicable state law.
  
  Despite numerous attempts, Acima has been unable to reach Mr. ******** to resolve this complaint. Without the ability to communicate with Mr. ********, we are unable to resolve this complaint. As such, we consider this complaint closed. Mr. ******** may contact Acima at ###-###-#### in order to resolve this complaint.
  

  Customer Answer

  Date: 08/20/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: Acima has made no attempt to assist. They are only contacting me repeatedly expressing this is a valid contract and that there is no way to help. Their numerous attempts are also before reasonable hours, with two phone calls in the early morning before and after 7 am and one at 8:15 am. There is also no valid response number attributed to the message left which are vague and do not come up on my phone. if they truly sought resolution, they would speak to me at a reasonable hour, using a recognizable or trackable number, identify themselves fully in the message with valid contact information, and without expressing only that the contract is valid and they are not obligated to assist. State law or not, they have made no actual attempt to resolve and now closed my account when I wasn't able to validate their position due to their shady practices.
  
  
  
  Sincerely,
  
  
  
  **** ********

• Initial Complaint

  Date:08/06/2023

  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 noticed a charge to my credit for the amount of $1800 and some odd dollars and I'm not sure what it could be because I have never purchased any furniture on credit aside from a mattress that was $700 but I really don't think that's it because it wasn't $1800 it was only $700 so I'm just a t trying to figure out what this is for on my credit thanks in advance

  

  Business Response

  Date: 08/07/2023

  Acima (hereinafter we, us, our) received the complaint filed by  ***************************************** through the Better Business Bureau (the BBB) on August 6, 2023. Please note, Mr. *********** name as provided to us at the time of application is *************************************. We investigated his complaint and prepared the following response.

  
  Pursuant to our records, on October 6, 2021, ************************ entered an independent third-party retailer Mattress By Appointment ******* (the Retailer) located in *******, *******. While with the Retailer, he applied and was approved for our leasing services. On that same date, ************************ selected property described as a tru cool (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 52 weekly renewal payments of $32.16 before tax, plus an initial rent payment of $25.00 before tax, for a total of $$1,697.25 (the Total of Payments) before tax. Alternatively, he could execute any other early purchase or termination option outlined within the Agreement. Currently the account is past due amount of $1851.25 USD, and 661 days delinquent.

  
  If ************************ has any general questions regarding his lease or would like to explore purchase, or settlement options that *** be available to him, he *** contact our recovery department by phone at **************.
  

  
  

• Initial Complaint

  Date:08/03/2023

  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.

  My Old caregiver was ordering things on my account and I did not give authorization for something I do not have and I need my money because I have rent and bills to pay and my money is disappearing every month and I'm tired of that

  

  Business Response

  Date: 08/04/2023

  Acima (hereinafter we, us, our) received the complaint filed by  *********************************** through the Better Business Bureau on August 03, 2023.  Please note that *********************************** name in our system is reflected as *********************************. This was the name provided to us at the time of application. We investigated **************** complaint and provide the following response to address her allegations and the steps necessary to resolve her complaint.
  
  On September 28, 2022, **************** entered an independent third-party retailer ******************************** (the Retailer) located in *******, ********. While with the Retailer, she applied and was approved for our leasing services. On that same date, she selected property described as MATTRESS QUEEN SIZE PILLOW TOP SET PILLOWS (the Property). Acima purchased the Property, and **************** 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 **************** was required to make 12 monthly lease renewal payments of $45.93 before tax, plus an initial rent payment of $50.00 before tax for a total of $601.16  (the Total of Payments) before tax. 
  
  We have reason to believe that this lease belongs to ****************. However, if **************** is alleging identity theft and/or unauthorized use of her payment method, we request that she provide us with any documentation substantiating her allegation, including a full police report, at ******************************* If she believes her payment method was used without her permission, we additionally request she provide a copy of her bank statement reflecting the unauthorized charges, last 4 digits of the payment method number, and her name. 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 this account. Absent proof of fraudulent activity, we will not terminate the account. 
  
  We encourage her to contact our customer service department at ************** with any questions. If **************** obtains the requested supporting documentation, she may contact our fraud department at *******************************

• Initial Complaint

  Date:07/30/2023

  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.

  The items I purchased were broken the iPad did not turn on and the chair was set to be sent back and they asked for both items in order to issue a refund but it had to be taken back by P.C. Richards and Son who said they don't accept iPad returns.

  

  Business Response

  Date: 08/04/2023

  Despite numerous attempts, Acima has been unable to reach Mr. ****** ******* to resolve this complaint. Without the ability to communicate with Mr. *******, we are unable to resolve this complaint. As such, we consider this complaint closed. Mr. ******* may contact Acima at ###-###-#### in order to resolve this complaint.

• Initial Complaint

  Date:07/29/2023

  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.

  Someone used my information to take a lease so they can buy some rims and tires, they call me saying that i need to do payments when I wasnt the one who did that agreement

  

  Business Response

  Date: 07/31/2023

  Acima (hereinafter us, we, our) received the complaint filed by ******************************* through the Better Business Bureau (BBB) on July 29, 2023. We investigated her complaint and prepared the following response.
  
  ************ alleges identity theft. Acima takes fraud allegations very seriously. We request that she either file a police report or 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, and/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 this account and remove all reporting of it from the credit bureau. Absent proof of fraudulent activity, we will not terminate the account or remove our reporting. We paused our reporting of the account for 30 days while we await the requested information.
  
  As we are awaiting additional documentation, we consider this complaint closed. If ************ has general questions in regards to her lease, she may contact our resolutions department by phone at **************.
  

• Initial Complaint

  Date:07/28/2023

  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 am not liable for this debt with ACIMA DIGITAL FKA SIMPLE, I do not have a contract with the collection agency, they did not provide original contract as I requested.

  

  Business Response

  Date: 07/31/2023

  Acima (hereinafter us, we, our) received the complaint filed by Mr. *************************** through the Better Business Bureau (BBB) on July 28, 2023. We investigated his complaint and prepared the following response.
  
  ******************** alleges [he does] not have a contract with Acima. Pursuant to our records, on May 25, 2020, ******************** entered an independent third-party retailer ********* (the Retailer) located in *******, **********. While with the Retailer, he applied and was approved for our leasing services. On that same date, he selected property described as Custom Build Gaming ******** Core i5 -9400F (6-Core) 9th Gen ******* 4.10GHz 8 GB RGB DDR4 RAM 500GB SSD NVIDIA GTX **** (6GB) Video Card Windows 10 DLM 21 White **** Lighting Kit (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 biweekly lease renewal payments of $90.08, plus an initial rent payment of $70.00 for a total of $2,412.00 (the Total of Payments). Alternatively, he could execute any other early purchase or termination option outlined within the Agreement. 
  
  ******************** claims [he is] not liable for this debt with Acima. He does not provide further explanation as to why he believes he is not liable for this debt. We have reason to believe that this lease belongs to ********************. Nonetheless, we request that he either file a police report or a ************************ Identity Theft Affidavit (FTC Affidavit). Please note, an FTC Affidavit *** be filed online, on the FTCs website. Acima requires documentation to substantiate fraud allegations, and we direct all customers who allege identity theft has occurred to file a police report for identity theft, and/or an FTC Affidavit and send a copy to ******************************* Upon receipt of the requested documentation, we will further investigate his allegation. If it is determined that in fact it is a fraudulent account, we will terminate this account and remove all reporting of it from the credit bureau. Absent proof of fraudulent activity, we will not terminate the account or remove our reporting. We paused our reporting of these accounts for 30 days while we await the requested information. Please note, Experian is the only major credit bureau to which Acima reports. 
  
  ******************** claims [we] did not provide [him] with the original contract as requested. We reviewed his account and we do not have a record of him requesting the original Agreement. Furthermore, as ******************** claims he is not liable for this debt, we will not provide him with the Agreement until he provides us with a police report for identity theft at *******************************
  
  As we are awaiting additional documentation, we consider this complaint closed. 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 **************.
  

• Initial Complaint

  Date:07/27/2023

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Took out a loan with ACIMA DIGITAL FKA SIMP for a set of tires. The company who sold me the tires would not honor the hazard warranty. ACIMA said that i could return the tires to the company or to any place that would accept them and in turn would delete my account and mark as paid.
  I did this. But the tires were used so you cant donate but i was able to get to still give them to a tire store to be recycled. Acima has not followed through on this claiming it was not "donated". They were though but further communication went un answered.
  
  I want this removed from my credit report as i agreed with all terms as instructed.

  

  Business Response

  Date: 08/04/2023

  Despite numerous attempts, Acima has been unable to reach Mr. ***** ****** to resolve this complaint. Without the ability to communicate with Mr. ******, we are unable to resolve this complaint. As such, we consider this complaint closed. Mr. ****** may contact Acima at ###-###-#### in order to resolve this complaint.

• Initial Complaint

  Date:07/26/2023

  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.

  I initially got the loan, made the payoff payment of $1500. Before its due date, and my account was cleared. They recently called after 2 months saying i owned $126.00 and i had a few days to pay it off. Never did they say if this $126 was not paid i would get my account reopened and charge another $1,900.This leasing company is fradulant and the employees have no sense of customer service! There whole ********************** practices should be looked at.

  

  Business Response

  Date: 07/26/2023

  Acima received the complaint filed by ********************************************** through the Better Business Bureau (BBB) on July 26, 2023. We could not locate a lease or application matching the identifying information ***************************** provided in her complaint. We encourage ***************************** to contact us by phone at ************** to provide additional information so we can assist her further. ***************************** may also provide additional information through the BBB, such as her lease number, the phone number and email address she provided at the time of the application, or, if applicable, any prior names if ***************************** has recently changed her name.

  Customer Answer

  Date: 08/02/2023

   
  Complaint: 20376969
  
  I am rejecting this response because:
  I reached out to them and the perseon who assited gave me attitude ans said she could not do anything.

  Email associated *******************************

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

  

  Business Response

  Date: 08/04/2023

  We appreciate the additional information provided by ********************************************** through the Better Business Bureau (BBB). This information however was insufficient for us to satisfactorily verify that ***************************** is an Acima customer. We apologize for any difficulty she has had when working with our **************************** We encourage her to have the leaseholder contact us directly by phone at ************, or contact us and provide the identifying information that she may have provided at the time of application. Customers may view the status of their lease account, make payments, and view a copy of their lease agreement at any time by logging into the Acima customer portal located at ******************************************.

• Initial Complaint

  Date:07/22/2023

  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.

  Hello I’ve been a long time customer, I have always pay on time without any issues no late payment . I’ve also been using same bank account and I have had no issue , no fraud activity nothing what’s so ever with my bank account. Always keep at least a minimum of $ 1,000 dollars in my account. My issue is that I’ve try applying to buy new merchandise no matter what the price is low or high and I am getting denied this never happen till now. The only reason ácima gives me in a email and letter it’s saying ( not approve for the following reason Bank Account activity) why’s is that and can this be fix. I have no issue with my bank I’ve even call my bank and everything is okay and I’ve paid all my merchandise on time and even ahead, that I bought trough ácima can I get help please to fix this issue I want to be approve and keep using this Service like always. Or tell me what else can I do to get approve. Acima Credit Notice of Adverse Action. Reference Number ********

  

  Business Response

  Date: 07/25/2023

  Acima (hereinafter “us,” “we,” “our”) received the complaint filed by Mr. ***** through the Better Business Bureau (“BBB”) on July 22, 2023. We investigated his complaint and prepared the following response.
  
  Our records indicate on July 17, 2023, Mr. ***** applied for our services through an independent third-party retailer – Gold Oro Sales (the “Retailer”). Upon submission, his application was denied due to “Bank Account Activity.” Accordingly, on July 22, 2023, we emailed Mr. ***** an adverse action notice (the “Notice”) to the email address he provided to us during the application process. Unfortunately, for our customers’ security, we do not have any additional information in regard to denials; however, we encourage Mr. ***** to reapply after 30 days if he wishes.
  
  At this time, Mr. *****’ application will remain denied. We encourage him to reapply 30 days after his application date. If Mr. ***** has any general questions in regards to Acima, he may contact our processing department at ###-###-####.