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:06/16/2023

  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 used Acima a leasing service that advertises 3 months same as cash but then sets up payments to pay off in a year; you are not told this. You are lead to believe the payments are set to pay off your total in 3 months, if you do not pay off in 90 days they charge you more than double the original lease amount. When you call to question the practice and how they work you are treated rudely and given diverting answers. They will not even allow you to talk with upper management about their practices.For example a $400 lease can very quickly become a $1,000 debt.

  

  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.
  

  
  

  Customer Answer

  Date: 06/27/2023

   
  Complaint: 20197217
  
  I am rejecting this response because:

  They only tried to contact me while working and when I called back and asked to speak with somebody about the calls I received I was refused. When trying to ask about business practices and how charges were determined they could not be explained. 

  At the advice of a lawyer I have been asked to give this response. Lawsuit pending.
  
  Sincerely,
  
  ***************************

  

  Business Response

  Date: 06/28/2023

  Acima received the rejection of our response to Ms. *************** complaint through the Better Business Bureau (BBB) on June 17, 2023. We provide this additional response for clarification. We attempted to call ************** on June 20, 2023, June 21, 2023, and June 22, 2023, regarding her BBB complaint but were unable to reach her. We reviewed our call history to and from Ms. ****** phone number that she supplied to us on her application for our services, and confirm we did not receive any inbound call attempts after June 16, 2023. We additionally note that during the call on June 16, 2023, the caller refused to provide the requested identifying information so we could verify they were the lease owner.
  As a matter of privacy and security, Acima will not provide information regarding our customers leases to callers prior to verifying their identity as the lessee or as a user previously authorized by the lessee. We encourage ************** to call Acima at her convenience so we may discuss the lease details with her, as requested. Finally, if ************** has retained an attorney, we request that she provide us with their name and contact information so we may work with them further. 
  If ************** has any additional questions she may contact our customer service department at **************.
  
  

• Initial Complaint

  Date:06/14/2023

  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 have an issue with them allowing people to make big purchases under lies id never of bought my $1500 fridge if i knew i was going to end up spending $3000 on a fridge that has a bunch of dents i feel like i was taken advantage of and now im getting the s*** end of the stick and they said its not their problem that the retailers dont tell the correct information about there leasing information which i feel like they as a company should be making these retailers following it correctly

  

  Business Response

  Date: 06/21/2023

  Acima (hereinafter us, we, our) received the complaint filed by ************************************* through the Better Business Bureau (BBB) on June 14, 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.

• Initial Complaint

  Date:06/14/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  In January I purchased bedding from ******** ** **. They offered me financing with a down payment I accepted and beds were delivered . After a month the King bed began to collapse . I called the seller and was told that I was unable to return the merchandise to them as it was now owned by Acima the leasing company. I then read over my leasing agreement and found that I can terminate the lease for any reason . I called Acima and spoke with the resolutions dept. including a supervisor named Angel . I was advised that inorder to terminate the lease I would need to return the merchandise and they could not accept a return so advised me to donate the merchandise to a charity and provide a receipt . I immediately called Goodwill then Teen challenge I was informed that due to covid beds could not be donated . I called Acima back and was laughed at , I was told that they were aware and at this point I became irate and told them they were playing games and taking advantage . After 2 additional calls I got nowhere , I then wrote a letter to the resolutions and customer service dept. both letters went ignored in my letters I asked that they cease charging my bank and again reiterated that I wanted to terminate. I went to my bank and placed a stop payment . Then I received notification that my debit card would be charged I went to bank again and the charge had been placed however, was reversed . This has been very stressful and ridiculous . I have purchased new beds and do not want this garbage !

  

  Business Response

  Date: 06/21/2023

  Ms. Deborah J****** entered into a written contract in the form of a rental-purchase 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. Acima has attempted to review the terms of the Agreement with Ms. J******. Despite our best efforts to address Ms. J******’s concerns, we are unable to reach a resolution to this matter. As such, we consider this complaint closed. Ms. J****** may contact us at (801) 297-1986 with additional questions.
  
  

• Initial Complaint

  Date:06/14/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am reporting this review to BBB due to the fact this company allowed Identity Theft to occur using my name/SS#/DOB. I received a text message on 4/27 from ACIMA that I had an application that was accepted. I immediately (days later) called ACIMA to report this as fraud. They did nothing, but give me an email address. I received another text stating that I received merchandise from a jewelry company. I looked at a copy of the credit application and noticed that the signature was not even a valid signature. It was computer generated. Ther seems to be some scam going on with the employees of Acima and whoever is making these applications

  

  Business Response

  Date: 06/15/2023

  Acima (hereinafter us, we, our) received the complaint filed by ********************************* through the Better Business Bureau (BBB) on June 14, 2023. We investigated his complaint and prepared the following response.
  
  We confirm that prior to the receipt of this complaint, we have been working with ******************** to resolve this matter. We request that ******************** cooperate with our investigation by providing the requested documentation. We will continue to work with ******************** until this matter is resolved. 
  
  As we are awaiting additional documentation, we consider this complaint closed. ******************** may contact Acimas fraud department by email at ******************************.
  

• Initial Complaint

  Date:06/13/2023

  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.

  Had a Business open an account with Acima in my name fraudulently. Acima went ahead and agreed that it was fraud and closed the account but is now refusing to refund the money they took from my account which is over 3000$ total

  

  Business Response

  Date: 06/19/2023

  Acima (hereinafter us, we, our) received the complaint filed by ************** * through the Better Business Bureau (BBB) on June 13, 2023.  *e reviewed his complaint and confirm we are currently investigating all potential parties involved in committing fraud against Acima in this case. *e ask that Mr. * continue to work with our resolutions department (including by providing the requested information) in order to assist our investigation and resolve this matter. Mr. * may contact our resolutions department by phone at **************. 

  Customer Answer

  Date: 06/21/2023

   
  Complaint: 20182706
  
  I am rejecting this response because: the business has yet to move forward with any resolution 
  
  Sincerely,
  
  ************

  

  Business Response

  Date: 06/26/2023

  Upon the receipt of this rejection of our response, we confirm Mr. * has not been in contact with our resolutions department. As such, we consider this matter closed. Mr. * may contact our resolutions department by phone at **************. 

• Initial Complaint

  Date:06/13/2023

  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 went to purchase car audio equipment on 3/17/2023 and the store rep explained that I could finance 90 days same as cash thru Acima. I have used 90 days same as cash before with other stores so I thought this was convienent, no big deal. This 90 days same as cash with Acima is very deceitful and deceptive. I'll be clear I do not have a problem with paying the invoice that was provided to me at the store at the time of purchase. Which I asked several times is this all included this is what I"ll pay before the 90 days. The answer was yes. So I completed the process with Acima again was told by the Acima rep that I could pay my total off within ******************************************** to find out my remaining balance on 6/9/2023 and was informed that I would have to pay $25 early purchase payout which is no problem, i get it. The real issue I have is with Acima charging me extra to get out of my lease. At no time does anyone make it clear that taxes are not included in the original subtotal invoice. How is it even legal to mot charge tax at the time of sale and then sneak it into a lease. Subtotal is subtotal. I have a subtotal price from a store that is what I should pay at 90 days. Its a shame they are banking on people not noticing what they are doing and hoping that they default. The even sadder part is trying to get somewhere with customer service. They treat you as if you've done something wrong. When its shady business practices and they know it. Im hoping that someone from this corporation is willing to resolve this matter ASAP.

  

  Business Response

  Date: 06/15/2023

  Acima (hereinafter us, we, our) received the complaint filed by ********************************* through the Better Business Bureau (BBB) on June 13, 2023. We investigated her complaint and prepared the following response.
  
  Acima transactions are not financing, loans, or same as cash arrangements. Acima is a virtual rent-to-own organization offering an alternative option of financing. Acima offers only one lease model - a lease-purchase agreement. Acimas agreement and procedures were developed under and abide by the ********** Lease-Purchase Agreement Act, (RCW *****, *****.010-*****.300). Acima purchases the merchandise selected by the customer from an independent third-party retailer, and then rents the merchandise to the customer through a terminable lease purchase agreement that contains the disclosures as required by applicable law. 
  
  On the first page of the lease-purchase agreement (the Agreement) signed by ********************, in large, bold text, it states: The Agreement includes a 90 day Early Purchase Option. This Early Purchase Option may be an amount greater than the retailers sale price and not same as cash. 
  
  Pursuant to paragraph 2 of the Agreements titled, Payments, Acima charges and collects tax with each Renewal Payment when required to do so by your state. As required by the state of **********, Acima charges and collects sales tax with each rent renewal payment. We reviewed ******************** lease and confirm Acima is appropriately charging tax. 
  
  Additionally, any statements made by third-parties do not constitute an agreement between ******************** and Acima. Nor can she reasonably rely on them to inform the Agreement. Indeed, paragraph 15 of the Agreement states, This Agreement represents the entire agreement between you and **. Nevertheless, Acima works hard to ensure our partnered retailers are representing Acima's services correctly. We will investigate Car Toys (the Retailer) and take action as necessary.
  
  As we confirm ******************** is not entitled to a billing adjustment, we cannot ***** her request. If ******************** has any questions or would like to execute her 90-Day Early Purchase Option by its expiration date of June 22, 2023, she may contact our customer service department at **************.
  

• Initial Complaint

  Date:06/10/2023

  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 am reporting this review to BBB due to the fact this company allowed Identity Theft to occurred using my name/SS#/DOB. I received a text messages and email from March onwards from ACIMA that I had an purchased something from ********************* in the month of March 2023. ACIMA told me I owe then $2500 with $414 monthly rent. I called ACIMA several times to report this as fraud between April to May. They did nothing and kept on calling and emailing me. I asked several times to show the lease signed under by name and other details someone provided on my behalf, but ACIMA is doing nothing.

  

  Business Response

  Date: 06/13/2023

  ************************ alleges identity theft. Acima takes fraud allegations very seriously. We request ************** file a police report and provide us with a full and complete copy of the same so we may continue our investigation of this lease. We request she send a copy of the police report, which must include Acima as an affected lease, to ******************************* Or, ************** may provide ** with a ************************ Identity Theft Affidavit (FTC Affidavit). Upon receipt of the requested documentation, we will further investigate their allegation. If it is determined that this lease is in fact fraudulent, we will terminate this lease. Absent proof of fraudulent activity, we will not terminate the lease.
  As we are awaiting additional documentation, we consider this complaint closed. ************** may contact Acima customer service at ************** with any additional questions.
  
  

• Initial Complaint

  Date:06/10/2023

  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 never applied for acima credit and I was being charged I contacted them and reported fraud they said theyd get back to me in **** business days and Id receive an email regarding my claim and nothing I was told to file a report with the police. I also contacted my bank and im working on fixing it but its ridiculous how Acima gives credit to anyone and doesnt even investigate

  

  Business Response

  Date: 06/13/2023

  ******************************* alleges identity theft. Acima takes fraud allegations very seriously. We request ************** file a police report and provide ** with a full and complete copy of the same so we may continue our investigation of this lease. We request she send a copy of the police report, which must include Acima as an affected lease, to ******************************* Or, ************** may provide ** with a ************************ Identity Theft Affidavit (FTC Affidavit). Upon receipt of the requested documentation, we will further investigate their allegation. If it is determined that this lease is in fact fraudulent, we will terminate this lease and remove all reporting of it from the credit bureau. Absent proof of fraudulent activity, we will not terminate the lease or remove our reporting. Please note, Experian is the only major credit bureau to which Acima reports.
  As we are awaiting additional documentation, we consider this complaint closed. ************** may contact Acima customer service at ************** with any additional questions.
  
  

• Initial Complaint

  Date:06/09/2023

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am not liable for this debt with Acima digital fka simple. I do not have a contract with them. When asked, they never provided me with one.

  

  Business Response

  Date: 06/12/2023

  Acima (hereinafter us, we, our) received the complaint filed by ********************* through the Better Business Bureau (BBB) on June 9, 2023. We investigated her complaint and prepared the following response.
  
  ************** alleges [she does] not have a contract with [**.] Pursuant to our records, on April 30, 2020, ************** 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, ************** selected property described as a QUEEN SIZE BED FRAME & MATTRESS (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. Alternatively, she could execute any other purchase or termination option outlined within the Agreement. 
  
  ************** claims [she is] not liable for this debt. She does not provide further explanation as to why she believes she is not liable for this debt. We have reason to believe that these leases belong to **************. However, if ************** is alleging identity theft, we request that she provide ** 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 application like [she] asked. We reviewed her account and we do not have a record of her requesting the original application. Furthermore, as ************** claims she is not liable for this debt, we will not provide her with the application until she provides ** 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 **************.
  
  

• Initial Complaint

  Date:06/09/2023

  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 got a lease for an electronic through ACIMA. The day of my first payment due they tried to charge my debit card but it was locked and thus the payment failed. They charged me a $25 Returned Payment fee, so when I logged in the next day to pay it, my payment and the returned payment fee were almost the same amount. I paid it to avoid any additional fees, but contacted their customer service and asked why my payment on the history screen shows failed, but they charged me a $25 returned payment fee. I was told that any payment, debit or credit cards included that aren't successful on their first charge are automatically given a $25 returned payment fee. I questioned why it was showing as failed and not returned payment and he blew me off saying any unsuccessful payment is seen a as "returned payment". I told him that my lease did not reflect this information and he said it didn't matter.

  

  Business Response

  Date: 06/19/2023

  Acima (hereinafter us, we, our) received the complaint filed by ********************************* through the Better Business Bureau (BBB) on June 9, 2023. We investigated his complaint and despite numerous attempts to reach out to ********************** directly by phone, we were unsuccessful. We request ********************** contact us at his earliest convenience at ************** to discuss the steps we have taken to resolve this complaint.