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:06/30/2023

  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 no t liable for this debit with,ACIMA DIGITAL FKA SIMPLE I do not have a contract with any amica company they did not supply with the original contract as requested.

  

  Business Response

  Date: 07/05/2023

  Acima (hereinafter us, we, our) received the complaint filed by ******************************* through the Better Business Bureau (BBB) on June 30, 2023. We investigated his complaint and prepared the following response.
  
  **************** alleges [he does] not have a contract with Acima. Pursuant to our records, on April 13, 2020, **************** entered an independent third-party retailer Big * Tires & Service (the Retailer) located in *****************. While with the Retailer, he applied and was approved for our leasing services. *n that same date, **************** selected property described as a 4 TIRES ALIGNMENT AIR FILTER FUEL SYSTEM (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. Alternatively, he could execute any other early purchase or termination option outlined within the Agreement. 
  
  **************** claims [he is] not liable for this debt. 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 ****************. However, if **************** is alleging identity theft, we request that he provide us with any documentation substantiating his allegation, including a full police report, at ******************************* 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 supply 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 **************.
  

  Customer Answer

  Date: 07/05/2023

   
  Complaint: 20262425
  
  I am rejecting this response because:fair credit business act states you do not have the right to furnish my personal information to none of the creditors with out my written consent please provide documientaion stating that I agreed to this contract or any in that matter . 
  Sincerely,
  
  ***************************

  

  Business Response

  Date: 07/07/2023

  **************** implies that he did not provide Acima with written consent to report his lease to the credit bureaus. When applying for our services, on the application **************** was required to click a checkbox that read, I understand that by clicking on the SUBMIT button immediately following this notice, I am providing 'written instructions' to Acima Digital, LLC under the Fair Credit Reporting Act Authorizing Acima Digital, LLC to obtain information from my personal credit profile or other information from Experian/Clarity and other agencies. We confirm **************** clicked the checkbox prior to submitting his application. As such, Acima had Mr. ******* written consent to obtain information from his personal credit profile. Subsequently, upon signing the Agreement, **************** consented to the terms and conditions contained within. 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.
  
  **************** requests a copy of the Agreement. Please note, Acima provided a copy of the Agreement for him to review prior to signing, as well as access to the Agreement after entering into it. **************** may visit ****************************************** and log in to view his Agreement at any time. If **************** would prefer to receive a physical copy of the Agreement, he may request one by contacting Acima by phone at **************.

• Initial Complaint

  Date:06/29/2023

  Type:Order 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.

  I am not liable for this debt with Acima Digital FKA SIMP, I do not have a contract with Acima Digital FKA SIMP, they did not provide me with the original contract as I requested.

  

  Business Response

  Date: 07/05/2023

  Acima (hereinafter us, we, our) received the complaint filed by ********************************* through the Better Business Bureau (BBB) on June 30, 2023. We investigated her complaint and prepared the following response.
  ******************** alleges [she does] not have a contract with Acima. Pursuant to our records, on February 26, 2021, ******************** entered an independent third-party retailer The **** Outlet (the Retailer) located in *********, ******. While with the Retailer, she applied and was approved for our leasing services. On that same date, ******************** selected property described as a 65x750ch 65tu850d (the Property). Acima purchased the Property, and ******************** electronically entered into a lease-purchase agreement (the Agreement) wherein she agreed to rent the Property from Acima for a period of time and make scheduled rent payments, completion of which would ***** her ownership of the Property. Alternatively, she could execute any other early purchase or termination option outlined within the Agreement. 
  ******************** claims [she 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 ********************. However, if ******************** is alleging identity theft, we request that she provide us with any documentation substantiating her allegation, including a full police report, at ******************************* 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 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 [her] with the original contract as requested. We reviewed her account and we do not have a record of her requesting the original Agreement. Furthermore, as ******************** claims she is not liable for this debt, we will not provide her with the Agreement until she 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 her Agreement or would like to explore any purchase, termination, or settlement options that *** be available to her, she *** contact our recovery department by phone at **************.
  

  Customer Answer

  Date: 07/06/2023

   
  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:06/29/2023

  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 had an open account with ********************** FKA SIMP.it was loan to purchase furniture which was paid in full in 3 months.however upon recently checking my credit report it is showing I have an unpaid balance of $1748.I contacted Acima Credit about this and they stated my account is closed and paid in full.I asked why did they report an unpaid balance to the credit bureau and I was not giving an answer.I was told it was up to me to have this removed and that they were going to email me a PDF File as proof that account was closed which I never received.

  

  Business Response

  Date: 07/05/2023

  Upon receipt of ***************************************** complaint, we investigated our reporting of her lease. We confirm ************************ has two previously purchased leases, both of which are closed as paid in full. Upon review of our reporting, we discovered her lease number ******* was still reflected as open by Experian. We immediately reached out to Experian and requested our reporting be updated. We confirm we updated our reporting to reflect as closed and paid-in-full for lease number *******. ******* control number is *******. While we are not in control of when Experian updates its reporting, ************************ can expect to see this update within 30 days of todays writing. Please note, Experian is the only major credit bureau to which we report.
  
  We additionally confirm ************************ was sent a paid-in-full confirmation letter on June 29, 2023. If ************************ has not received that letter as of todays writing, we encourage her to reach out to our customer service department at ************** and let us know, and we will re-send it. If ************************ has any additional questions, we encourage her to reach out to our customer service department at the number listed above so we may assist her further.
  
  

• Initial Complaint

  Date:06/28/2023

  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.

  I am not liable for this debt with Acima Digital. I do not have a contract with Acima Digital trying to collect and report this on my credit report. They did not provide me with the original contract as requested.

  

  Business Response

  Date: 06/30/2023

  Acima reviewed the complaint filed by **************** **** through the Better Business Bureau. ************ alleges he is not liable for this debt and he does not have a contract. We confirm the rental-purchase agreement (the Agreement) he entered into with Acima is valid and enforceable, and has not been canceled.
  
  ************ alleges Acima did not provide [him] with the original contract as requested. This is not true. We reviewed our records and communication with him and confirm he has not requested to receive an additional copy of the Agreement. We are unable to provide unrequested items. ************ was provided a copy of the Agreement to review prior to signing, as well as access to the Agreement after entering into it. ************ may visit ****************************************** and log in to view his Agreement at any time. If ************ would prefer to receive a physical copy of the Agreement, he may request one by contacting Acima by phone at **************.
  
  ************ requests his Acima lease be removed from [his] credit report. We will not ***** this request. We confirm we have authorization to report his lease and payment history to the credit bureaus. We investigated our reporting upon receipt of this complaint and confirm it is accurate in its entirety. Acima will not remove correct and accurate information from our customers credit reports. We are obligated to maintain correct information.
  
  ************ may contact our recovery department at ************** with further questions or to request a physical copy of the Agreement. 
  
  

  Customer Answer

  Date: 07/06/2023

   
  Complaint: 20250763
  
  I am rejecting this response because: I have called and requested for the agreement to be sent as well as signed in to the provided website in the response and there is no agreement bearing my signature.
  
  Sincerely,
  
  *********************

• Initial Complaint

  Date:06/20/2023

  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 decided to respond to a previous complaint I made.I would like to express my gratitude for taking the time to address my complaint. However, it appears that there may be some confusion on your part. According to your own regulations, you claim that my complaint does not conform to your rules and regulations. Nevertheless, I am well aware that under the Fair Debt Collection Practices Act (*****), a creditor refers to any individual or entity that offers or extends credit, thereby creating a debt, or to whom a debt is owed. As ACIMA falls within this category, it is imperative that you adhere to this regulation and statutory law.Additionally, you stated that a charge-off is defined as an entry on a credit report that indicates a creditor's unsuccessful attempts to collect a delinquent debt. However, according to the ***** and the Fair Credit Reporting Act (FCRA), which you are legally obligated to follow, a charge-off is defined as writing off an account as a loss. Furthermore, in accordance with the FCRA/*****, a write-off primarily refers to a business accounting expense that is reported to account for unpaid payments or losses on assets, specifically pertaining to tax matters.Should you be unable to provide the requisite documentary evidence, which includes tax forms, the original contract, and proper validation of this debt, I kindly request that you promptly block, remove, and delete this fraudulent account.

  

  Business Response

  Date: 06/21/2023

  Acima (hereinafter us, we, our) received the complaint filed by *********************** through the Better Business Bureau (BBB) on June 20, 2023. We previously received a complaint on behalf of ************ under complaint ID ********, as well as through alternative complaint forums. The present complaint is a rejection to our response, to a complaint he filed through an alternative complaint forum. We investigated the present complaint and prepared the following response.
  
  ************ references the Fair Debt Collections Practices Act (FDCPA) to define a creditor. Acima does not offer credit services; rather, we offer rent-to-own services. Acimas agreements and procedures were developed under and abide by the Georgia Lease-Purchase Agreement Act ( 10-1-680 10-1-689). The agreement constitutes a lease of merchandise to the customer, not a ********************** sale.
  
  Moreover, Acima originates and services all lease agreements signed with Acima and does so under its own name. We do not sell our accounts to a third-party debt collector or act as a third-party debt collector. As such, we are not subject to the FDCPA. 
  
  As it relates to ************** requests for documentation, we have previously provided him with all applicable requested documentation.
  
  In conclusion, ************ electronically agreed to Acima reporting his payment history to the credit bureaus, we promptly responded to any dispute received, and issuing him an IRS Form ****-C would be inappropriate. We confirm we have not violated any applicable federal or state law or regulation, including the Fair Credit Reporting Act (FCRA), and we have no obligation to remove our reporting of his lease.
  
  Pursuant to federal law, Acima is not required to investigate any direct dispute that is substantially the same as previously submitted disputes, whether to a consumer reporting agency or Acima directly, and does not provide additional supporting information regarding the dispute (12 CFR 1022.43(f)(ii)). If ************ has any general questions regarding his account or would like to explore return, purchase, or settlement options that *** be available to him, he *** contact our recovery department by phone at **************.
  
  

• Initial Complaint

  Date:06/19/2023

  Type:Service or Repair 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.

  In November 2022 I ordered a living room set from Wayfair. Due to credit, it was financed through Acima. Being a disabled person I needed help assembling which took some time and it was discovered that the couch legs would not hold because the wood was splitting. By then it was past 30 so I figured Wayfair wouldn't do anything so I told Acima to get it. They offered a settlement and I thought it could still be fixed and it wasn't a bad price. When I got someone else to look at it they showed me how bad it was. All this time I hadn't used it. I discovered shortly after that the loveseat legs wouldn't hold either and again told Acima to get it. I paid 2/3 of the settlement but realizing it was to the extent it was I wasn't interested in paying more. Acima then contacted ******* who at first told them and me that they would refund. That never happened so for a 3rd time I said to come get it. They offered another settlement which I declined and they said that since it's damaged they will not retrieve it but would still hold me responsible for the remaining amount.

  

  Business Response

  Date: 06/21/2023

  Acima (hereinafter us, we, our) received the complaint filed by ***************************** through the Better Business Bureau (BBB) on June 19, 2023. We investigated his complaint and prepared the following response. 
  Mr. ******* desired settlement is for no further contact. On June 20, 2023, we placed a do not contact order on his lease. Without the ability to communicate with ****************, we are unable to resolve this complaint and so, we consider this complaint closed. We request **************** email pictures of the alleged damage and written records of any repairs to ************************************ so we may better assist him. We also ask that he follow up with a call to Acima at **************, as we are no longer able to contact ****************.

  Customer Answer

  Date: 06/22/2023

   
  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:06/17/2023

  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.

  I purchased several items from Wayfair and used Acima to finance them. One of the items I purchased( 1x **** Avenue Elliana Task Chair - $92.0 1) I returned to wayfair 2 days after purchasing and they refunded acima the money back. I have the receipt and I also have the receipt the sent to acima. It's still reflecting on my Acima account and I've also accrued a lot of fees and charges due to this error. I've called customer service several times on 3 way with wayfair and we just get transferred back and forth between multiple departments. Could someone please rectify this issue so that i can close up this account.

  

  Business Response

  Date: 06/26/2023

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

• Initial Complaint

  Date:06/17/2023

  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.

  6/17/2030 Today I checked my Acima account and there was a missed payment for insufficient funds , at no point did they reach out to me to let me know of this issue so I could correct it , just moments ago @5:30pm I called Acima and spoke to a representative who stated that it was not the companies responsibility to notify me about this issue to correct it , he then got crappy with me when I offered my apologies and asked how am I to know if there is an issue without them making me aware, prior to this I called in to make a payoff the young lady read to me the contents of the order and then gave me the wrong dollar amount and put the 442$ payment on the incorrect order and it wasnt even the correct dollar amount, when I called back in I spoke to a supervisor who said she had to speak to a supervisor to get an approval to refund my money so I could pay the correct account, she then gave me the run around and refused my refund due to non approval from a supervisor ??

  

  Business Response

  Date: 06/21/2023

  We have contacted ******************************* and are working with him to reach a resolution to the complaint. We will continue to work with him by phone. **************** may contact us at ************ with any additional questions.

  Customer Answer

  Date: 06/21/2023

   
  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:06/16/2023

  Type:Service or Repair 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.

  I purchased a lease with Acima for ******** TO FIX MY VEHICLE. The part installed on my vehicle was faulty and broke and has caused major damage to my transmission. My vehicle is no longer drivable. I have spent over $600 in tow truck costs after being stranded in the middle of nowhere. After 2 weeks of trying to get this resolved, I was told that if the retailer could not work with me in repairing the damage that their parts cause that I could settle my lease and still be able to lease with Acima in the future, or I could end my lease and I may not be able to lease with Acima again. ANY other person would have just ended the lease. But I gave the retailer the benefit of doubt in hopes that they would be able to work with me with reimbursement for the tow services or fix the part they install and the part(my transmission) that is damaged due to their work. This did not work out and I called ***** (the Acima resolution rep) back days later advising I would like to just go ahead and take him up on his offer, and end my lease as the retailer is not working to resolve the issue in a fair way. After not hearing from ***** for a few days, I spoke with a representative in resolution ***** name *******, who denies ***** ever told me I could cancel because he didnt type of in the notes. I asked her if their call are recorded she stated yes, so instead of her going back to listen to the call where ***** verbally told me I could cancel my lease if working with the retailer didnt go right. Now they are giving me the run around and accusing me of making things up instead of listening to the call. I have no reason to lie. And I have no issue paying. My issue is I AM PAYING ALL OF THIS ***** FOR A PART THAT WAS INSTALLED BY THEIR RETAILER WHICH DAMAGED MY VEHICLE TO THE POINT WHERE THE REPAIRS NOW COST MORE THAN WHAT MY VEHICLE WORTH. So I am out of a vehicle and money for a lease and money for having to tow my vehicle multiple times. This is cruel beyond many levels.

  

  Business Response

  Date: 06/26/2023

  Ms. ************************ notified ******* potential issue with the property that is the subject matter of the rental-purchase agreement she entered into. As of todays writing, she has reached a solution with our resolutions department and is working with them. If ****************** has any additional questions, we encourage her to contact ** at **************.

  Customer Answer

  Date: 06/27/2023

   
  Complaint: 20197747
  
  I am rejecting this response because:

   

  I feel as though I should not have to settle and not be allowed to use Acima when the issue at hand was on the retailer. When I was told I could have the lease terminated at no penalty, but was recommended to see if the retailer would work with me in a better solution, I took the Representatives advice and when I called back days later I was told the complete opposite of what I was originally told. I dont believe I should be held responsible for paying anything additional when I no longer have a vehicle because of the retailer who SUPPLIED and put the part on that damaged my car beyond repair. 
  
  Sincerely,
  
  ************************

  

  Business Response

  Date: 06/30/2023

  We reviewed the rejection of our response provided by Ms. ************************* and provide this additional response.
  
  ****************** alleges she was informed she could have the lease terminated at no penalty. We reviewed the call in question from June 9, 2023, and confirm our agent encouraged ****************** to reach out to the retailer directly to see if they would be willing to cancel the lease. ****************** indicated she would do so. We did not inform ****************** that Acima would cancel the lease. 
  Our agent also discussed several options with ****************** to assist her in determining the best course of action, including a settlement option, which would allow ****************** to obtain ownership of the property for less than she would be if she continued her regular rent payments. ****************** contacted Acima on June 16, 2023, and informed us she wished to utilize the previously offered settlement option.
  
  We encourage ****************** to reach out to us directly at ************** with any additional questions or concerns regarding her lease, including if she wishes to select a different course of action for her lease. 
  
  

  Customer Answer

  Date: 06/30/2023

   
  Complaint: 20197747
  
  I am rejecting this response because:

   

  *************** I HAD MULTIPLE CALLS. I would appreciate if each and EVERY CALL IS REVIEWED. ***** clearly stated that I could terminate but encouraged me to reach out to the retailer first. I took his advice and did. A day or 2 later I reached back out to let ***** know I would like to move forward with the termination, and was told my case was closed. I know what I was told and have no reason to make it up. Please review EVERY call 
  
  Sincerely,
  
  ************************

  

  Business Response

  Date: 07/11/2023

  We have thoroughly reviewed the calls and notes in question. To provide clarification, customers may terminate the agreement by returning the property in accordance with our directions, and by paying any delinquent rental payments. We may also offer customers a settlement option to assist in obtaining ownership of the property. 
  As ****************** appears dissatisfied with her previously selected resolution of a settlement, we encourage her to contact our resolutions department at **************.
  
  

  Customer Answer

  Date: 07/12/2023

   
  Complaint: 20197747
  
  I am rejecting this response because:
    I truly believe all calls are not being reviewed in its entirety. I know what I was told and have no reason to make anything up. Returning the property was not an option given, the retailer offered to look at the vehicle, and as mentioned before when the part they installed caused my vehicle to break down and damage my transmission I had to pay out of pocket to have it towed back into the city, as stated before. And then was told I would have to get it towed AGAIN an hour away for them to look at it. So Im addition to towing cost, I am still expected to maintain my lease payments and my day to day activities all while NOT HAVING A WORKING VEHICLE ANYMORE Because of the retailer! With no help from the resolution department and retailer I was basically pushed to do a settlement and no longer be able to use Acima again because of the settlement, which I am still having to pay for a part I can not use and that damaged my vehicle beyond repair. As the cost of the part plus the transmission that got damaged from the part is more than what my car is worth. The way you handle business and treat customers is sick. I have been patient, kind and ad understanding as possible. Your company only cares about the money, and not how this entire transaction has affected me. You continue to say reach out to resolutions & when I do you do NOTHING to resolve the problem. 
  Sincerely,
  
  ************************

  

  Business Response

  Date: 07/13/2023

  We reached out to ****************** directly and reached a resolution. As such, we consider this matter closed. If ****************** has any additional questions, she may contact our customer service department at **************.

  Customer Answer

  Date: 07/14/2023

   
  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:06/16/2023

  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.

  7/25/2022, I placed an order with AMBFurniture. Starting in Nov 2022, we had issues with the set. The metal band around the table is held with round bolts. The bolts began to pop off periodically. With the pressure of the metal band bending around the table-when the bolts popped off-the metal piece would come off quickly-causing a huge safety hazard to those within the area. With 3 small children, this is a major concern for me. The wood was also scratched when the metal collided with it. The metal in the chairs have also loosened in 3 of the 6 chairs. contacted AMBFurniture and was directed to BestMasters since it was outside of their return window BestMasters is the manufacturer and I was advised that this item has been deemed unsafe and discontinued from being made. I was directed back to AMBFurniture. April 2023, AMB advised me that I would need to follow up with your company since the item has been paid off (since technically only interest is due at this time) and owned by Acima.After contacting Acima, I was advised to send pictures of the damage. I did advise the representative that the only pictures that I could send would be the loosening metal on the chairs, as the table has been band-aided and I do not know when the bolts would pop off again. It is not feasible to take a picture of an action. He understood and that it would be taken into consideration off the issues that could not be determined by pictures. That was not the case. The response I got was unsatisfactory. $80 was credited to my account for the chairs, nothing would be done for the table, as the pictures did not indicate an issue with the table. I disputed & was refused to be transferred to anyone to discuss. The response that I was given was that management does not take calls. I have requested call backs with no response. I have also requested a complete breakdown of the account billing. Again, no response.

  

  Business Response

  Date: 06/21/2023

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

  Customer Answer

  Date: 06/27/2023

   
  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,
  
  ***************************