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:06/08/2023

  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.

  Dear Sir/Madam,I am writing to file a formal complaint against Acima Leasing Company regarding their deceptive practices and failure to disclose crucial information related to the terms and conditions of the loan I took out with them in February.On 2/0/2023, I entered into an agreement with Acima Leasing Company to borrow $1025, believing it to be a standard loan with a repayment plan similar to popular financing platforms like Klarna or Affirm. However, I was appalled to discover that Acima Leasing Company operates in a completely different manner, and their practices are highly misleading and potentially fraudulent.At the time of the loan agreement, neither the representative I spoke to in the sore nor the online documentation clearly explained that failing to pay the total amount within 90 days would result in doubling the fee. No one from Acima Leasing Company contacted me to discuss these terms, nor was this crucial information communicated to me during my visit to the store. This lack of transparency and failure to provide essential information is unacceptable and should not be legal.Furthermore, the details about the potential doubling of fees are buried within a heap of complex online documents that are virtually incomprehensible to regular consumers. Acima Leasing Company has not made any effort to clearly advertise or communicate this punitive policy to their customers, leading to unsuspecting individuals falling into a financial trap.I firmly believe that Acima Leasing Company's practices are deceptive, misleading, and bordering on fraudulent. Their failure to disclose critical information is a clear violation of consumer rights and fair business practices. I and many others as I see request that the Better Business Bureau takes immediate action to address this issue and hold Acima Leasing Company accountable for their actions.I kindly request the following actions to be taken:Conduct a thorough investigation into Acima Leasing Company's business practices to assess the extent of their deceptive behavior and potential violations of consumer rights.Ensure that Acima Leasing Company provides clear and concise disclosures to customers, leaving no room for confusion or misinterpretation of terms and conditions and that they be verified by a phone attendant who can clearly state as such. Enforce appropriate penalties and corrective measures against Acima Leasing Company for their deceptive practices, to protect other consumers from falling victim to their misleading policies.Advocate for legislative measures that strengthen consumer protection laws and prevent companies like Acima Leasing Company from engaging in such deceptive practices in the future.Thank you for your attention to this matter. I look forward to a swift resolution and the necessary actions being taken to rectify this situation.

  

  Business Response

  Date: 06/13/2023

  Ms. *************************** 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 **************. Despite our best efforts to address Ms. ****** concerns, we are unable to reach a resolution to this matter. As such, we consider this complaint closed. ************** may contact us at ************** with additional questions.
  
  

  Customer Answer

  Date: 06/13/2023

   
  Complaint: 20161622
  
  I am writing to reject the resolution offered by Acima Leasing Company in response to my complaint filed against them. Despite their claim of attempting to resolve the issue through a phone call, I must clarify that no satisfactory resolution or clarification was provided during our conversation. I would like to outline the reasons for my rejection of their proposed resolution.

  
  During the initial signing of the agreement with Acima Leasing Company, I experienced significant issues that further contributed to the confusion surrounding their services. The signing app used during the process was faulty, causing it to jump from one section of the contract to another only showing the area where you were to sign.  Consequently, large gaps of information were rendered unreadable, leaving me unaware of important terms and conditions. This lack of legibility and comprehension further added to the misleading nature of the agreement.

  
  Furthermore, Acima Leasing Company advertises itself under false pretenses, portraying itself as a typical lease company akin to popular platforms like Affirm and Klarna. However, it has become apparent that their services deviate significantly from those of conventional lease companies. The terms and conditions that differentiate Acima Leasing Company from other providers were never made clear to me during the signing process or initial communication. This lack of transparency is concerning and has led to a misleading and deceptive transaction that can be rightfully considered a scam.

   

  Although I entered into a written contract in the form of a rental-purchase agreement, which purportedly contained all disclosures mandated by applicable state law, it failed to provide clear and concise information. Instead, it added to the confusion and further misled me regarding the nature of the transaction. Acima Leasing Company's failure to outline that their transactions are not financing arrangements or loans is a critical omission from their terms and conditions and advertising. Equally undisclosed is the fact that failing to pay the full amount within 90 days results in a doubling of fees.

   

  
  When Acima Leasing Company contacted me, they did not make any effort to resolve the issue in the terms of the agreement. Instead, they simply reiterated that I had signed the contract without addressing my concerns regarding the lack of clarification at the time of signing. Additionally, their online paperwork signing platform's faulty behavior was not acknowledged or explained. The doubling of fees was not prominently disclosed during the signing process, leaving me unaware of the financial consequences.

  
  Considering the aforementioned issues, it is evident that Acima Leasing Company's resolution attempt did not address the fundamental concerns raised in my original complaint. They have failed to provide a satisfactory explanation for their deceptive practices, inadequate disclosures, and misleading advertising.

  Therefore, I cannot accept their proposed resolution as it does not adequately address the harm caused or rectify the situation.

  
  I respectfully request the Better Business Bureau to continue their investigation into my complaint against Acima Leasing Company and take appropriate actions to hold them accountable for their deceptive practices. I urge the BBB to ensure that Acima Leasing Company makes the necessary changes to their business practices, including transparent and explicit disclosures of their terms and conditions, to prevent other consumers from falling victim to their misleading policies and adding a live phone conversation with an employee who can explain it better with each person who is signing. I know now that I am not the first to have this problem, and hope that it is resolved by the BBB in dur time. 

  
  Thank you for your attention to this matter. I trust that the Better Business Bureau will continue to pursue a fair and just resolution to protect consumers and promote ethical business practices. Please keep me informed of any further developments regarding my complaint.
  
  Sincerely,
  
  ***************************

  

  Business Response

  Date: 06/21/2023

  Ms. *************************** 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: 06/22/2023

   
  Complaint: 20161622
  
  I am rejecting this response because:

  Dear Sir/*****,

  
  I am writing to express my rejection of Acima Leasing Company's response to my initial complaint and subsequent attempts at resolution. Despite their persistent phone calls, there has been no substantive progress or resolution offered regarding the issues I raised.

   

  I would like to provide further details on the continued lack of resolution and the company's failure to address my concerns adequately.
  Since my last letter to the Better Business Bureau, I have received multiple calls from Acima Leasing Company. Upon answering the first call, they simply reiterated their previous statements, mentioning their willingness to go over the signed agreement with me. However, they failed to provide any solutions or address the specific issues I raised regarding the company's practices and the agreement itself.
  These calls were followed by numerous voicemails from Acima Leasing Company, which repeated the same statement about going over the signed agreement. Despite their claim of being "happy" to engage in this process, it has become evident that their offer to review the documents is a mere formality without any intention of resolving the concerns raised. I have already participated in this process twice before, resulting in no resolution or satisfactory explanations from the company.

  
  The voicemails from Acima Leasing Company stated, "you may call us back to go over the signed agreement if you would like." However, it is important to clarify that I have already availed myself of this opportunity multiple times, only to find that it leads to a repetitive discussion without any resolution. Therefore, I do not wish to engage in further discussions solely focused on reviewing the signed agreement, as it has proven ineffective in addressing the issues I have with the company's business practices.

   

  It is evident that Acima Leasing Company's response is inadequate and fails to acknowledge or rectify the concerns raised in my original complaint. Their repeated offers to review the agreement without offering any tangible resolution demonstrate a lack of willingness to address the issues at hand. The company has made no effort to rectify its deceptive business attributes, unclear policies and document signing platforms, or the inadequate explanations provided by their sales representatives in-store.

  
  Given these circumstances, I firmly believe that Acima Leasing Company should be held fully responsible under the law for deceiving its clients and for their ambiguous policies and procedures. I request that the Better Business Bureau continues to pursue this matter diligently and takes appropriate actions to ensure that Acima Leasing Company is held accountable for their misleading practices.

  
  I appreciate the ongoing attention and assistance of the Better Business Bureau in addressing this matter.

  Please keep me informed of any further developments or actions taken regarding my complaint. I trust that the BBB will continue to advocate for consumer rights and fair business practices.

  
  Thank you for your attention to this matter.
  
  Sincerely,
  
  C.A.

• Initial Complaint

  Date:06/06/2023

  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.

  My recent encounter with Acima has been a complete nightmare and I feel compelled to share my experience to warn others about the company's lack of customer support and protection I decided to lease a ** and an Air Purifier from Best Buy through Acima but to my dismay both items never made it to my doorstep Upon discovering that the products were missing I immediately contacted Best Buy for assistance While they refunded me for the air purifier the ** required a separate investigation due to different delivery teams I expected Acima as the leasing company to step in and expedite the refund process on my behalf.They showed no interest in terminating my lease or advocating on my behalf. To make matters worse, my lease is now in collections, compounding my troubles. Acima's lack of accountability, unresponsiveness, and failure to resolve issues in a timely manner are deeply disappointing. I have even sought legal counsel and am working with my attorney to send a refund demand letter to both Acima and Best Buy. I strongly advise avoiding Acima as they offer no protection or support for lost, stolen, or undelivered items. Spare yourself the frustration and disappointment.

  

  Business Response

  Date: 06/15/2023

  Acima (hereinafter us, we, our) received the complaint filed by Ms. ************** through the Better Business Bureau (BBB) on June 6, 2023. We investigated her complaint and prepared the following response.
  
  ************ alleges she never received delivery of the Dyson - Purifier Cool Autoreact TP7A - ********************** 55" Class 7 Series LED 4K UHD ************** (Property) from Best Buy (the Retailer). We received and processed a refund from the Retailer for the Dyson - Purifier Cool Autoreact TP7A. Upon receipt of the present complaint, we reached out to the Retailer and they indicated they had concluded their investigation as they confirmed the Property was delivered in the *********** of the apartment under the direction of the property manager. The Retailer has re-opened and escalated their investigation, but requests ************** cooperation.
  
  Despite numerous attempts, we were unable to reach ************ to inform her of the Retailers instructions. ************ must work directly with the Retailer to resolve this matter. As such, we consider this matter closed. 
  
  ************ alleges she has sought legal counsel. If ************ has retained an attorney, we ask that she provide us with their contact information so we may work with them. 
  
  If ************ has any further questions or has information to provide us, she may contact us at **************.
  

• Initial Complaint

  Date:06/05/2023

  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.

  Hello I bought three rings from ************* here at Memorial City Mall ************************************! I went back over there to return it to them but they would not take it so I went back there on June 5th and left it with the employee who was working the morning shift and I walked off ! I then went and closed my bank account so I wont be charged for the stuff that I returned to the store. I felt really rushed that day so I didnt get what I wanted all I wanted to do was exchange it ! So now they need to tear up the contract because I dont owe them anything ! Thank You ******

  

  Business Response

  Date: 06/14/2023

  *************************** 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 ************** so we can discuss her complaint and work to reach a mutually satisfactory resolution.
  
  

  Customer Answer

  Date: 06/14/2023

   
  Complaint: 20146561
  
  I am rejecting this response because:
  
  Sincerely,
  
  ***********************

  Customer Answer

  Date: 06/15/2023

  Hello 

  I have been in contact with Acima by phone calls, email and chat! This deal at **************** was hurry up and get it done! I didnt have the seventy dollars to start the contract so the girl  ***************************  ****** me seventy dollars and sends it over to Acima! I have  proof of this ! I did leave the rings at **************** and I went and picked  them up yesterday .So the employee sent pictures of the rings over to Acima and I didnt know this until I got a email from them saying Thank You *********************** for sending those pictures to usI I didnt send them no photos of those rings! There is something fishy going on with these two companies! I want answers about those pictures before I mail this jewelry back to them ! I closed my bank account and that debit card is no good either ! Im dont owe them nothing so they need to tear up the contract ! If they put anything on my credit report it will be disputed ! Ive already been through this with progressive leasing and I won I was able to keep the jewelry! All calls have been blocked from them ! All mail will be returned refused and unopened to them! If I need to speak with them I have there number !
  Regards

  ******

   

   

  

  Business Response

  Date: 06/21/2023

  *************************** 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: 06/21/2023

   
  Complaint: 20146561
  
  I am rejecting this response because:
  
  Sincerely,
  
  ***********************

• Initial Complaint

  Date:06/03/2023

  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. They did not provide me with the original application that i asked for.

  

  Business Response

  Date: 06/05/2023

  *************** desired resolution is a correction to their credit report. Mr. **** does not state what information on their credit report is allegedly inaccurate. As such, Acima is unable to address their concerns. To the extent a response is required, Mr. **** should file their dispute through the credit reporting agencies or by directly contacting Acima, identifying the alleged inaccuracies. Please note, Experian is the only major credit bureau to which Acima reports.
  As we have addressed Mr. **** allegations, we consider this complaint closed. Mr. **** may contact ** at ************** with additional questions.
  
  

  Customer Answer

  Date: 06/06/2023

   
  Complaint: 20139085
  
  I am rejecting this response because: it does not solve the problem. I asked for the account be removed from my credit file. There is no original agreement so how is the debt mines. Please provide me with documentation to verify that this account belongs to me. Further more I need the original documents with my original signature that I signed on both contracts that appear on Experian. I did not sign two agreements so how are you able to accurately report two accounts on my credit report. I have filed a dispute with the credit bureaus as well. Please take action and delete this account. According to15 ***** **** section 602 A. States I have the rights to privacy and 15 U.S.C **** section 604 A section 2. States a consumer reporting agency cannot furnish a account without my written consent 

  
  Sincerely,
  
  Ray Bars

  

  Business Response

  Date: 06/13/2023

  *************** alleges I did not sign two agreements so how are you able to accurately report two accounts on my credit report. I have filed a dispute with the credit bureaus as well. We thoroughly investigated our reporting of Mr. **** lease and discovered that his lease was inaccurately reported twice. As such, we have requested Experian to remove the second trade line from Mr. ***** credit report and update the original to accurately reflect Mr. **** charge-off amount. The *** control number is #*********. Please note, updates to Mr. **** credit report *** take up to 30 days to reflect. Experian is the only major credit bureau to which Acima reports. 
  Mr. **** alleges Acima has violated his rights under 15 U.S.C **** section 602 A. States I have the rights to privacy. For clarification, 15 U.S. Code **** relates to credit reporting agencies (CRAs), which Acima is not. Acima is a furnisher of information to credit reporting agencies. As such, this law does not directly apply to **. However, we can confirm that we have not violated any of Mr. **** rights to privacy. 
  Mr. **** alleges 15 U.S.C **** section 604 A section 2. States a consumer reporting agency cannot furnish a account without my written consent. As clarified above, we are not a CRA; however, we confirm Mr. **** gave Acima permission to furnish his account, pursuant to paragraph 13 of the signed agreement, Reporting, You approve and acknowledge that we *** report information about your lease and payment history to credit bureaus.
  As we have addressed all of Mr. **** allegations, we consider this complaint to be closed. Mr. **** *** contact us at ************** with additional questions.
  
  

  Customer Answer

  Date: 06/14/2023

   
  Complaint: 20139085
  
  I am rejecting this response because;
  Firstly, I would like to address the statement made in your response that Acima is not a credit reporting agency (CRA) but a furnisher of information to credit reporting agencies. While I understand the distinction you are making, it is crucial to note that the **** applies not only to CRAs but also to furnishers of information. As a furnisher, Acima has the responsibility to ensure the accuracy and integrity of the information reported to credit bureaus.
  According to the ************************ (***) guidelines, if a furnisher, such as Acima, reports inaccurate information, it is required by law to correct or delete the inaccurate data. Under Section ****s-2(a)(1)(A) of the ****, furnishers are obligated to investigate consumer disputes and correct any inaccuracies promptly.
  In my initial complaint, I specifically pointed out that the lease was inaccurately reported twice on my credit report. The *** guidelines clearly state that furnishers must take appropriate steps to investigate and rectify such inaccuracies promptly. Therefore, I am well within my rights to request the removal of BOTH trade lines from my credit report.
  Regarding the argument that I allegedly consented to the furnishing of my account information, it is important to note that consent given must be informed and valid. Section ****b of the **** outlines the requirements for permissible purposes of obtaining and using consumer reports. Furnishers must ensure that consent is obtained in a fair and transparent manner. Any provision in the agreement must comply with the **** and be clear to the consumer.
  I would appreciate if Acima promptly takes the necessary actions to remove the inaccurate information from my credit report, as mandated by the ****. Failure to comply with this request may result in further legal actions to protect my rights as a consumer.
  Please provide written confirmation once the corrections have been made to my credit report, including the removal of the second trade line. I expect this matter to be resolved within the stipulated 30-day period as outlined in your response.
  Thank you for your attention to this matter. Should you require any additional information or have further questions, please do not hesitate to contact me.
  Sincerely,
  Ray Bars
  
  

  

  Business Response

  Date: 06/16/2023

  Mr. **** alleges he specifically pointed out that the lease was inaccurately reported twice on [his] credit report. The *** guidelines clearly state that furnishers must take appropriate steps to investigate and rectify such inaccuracies promptly. Therefore, [he is] well within [his]  rights to request the removal of BOTH trade lines from [his] credit report. As previously mentioned, upon receipt of the complaint specifying what Mr. **** believed to be wrong with our reporting, we thoroughly investigated our reporting and discovered inaccuracies to which we promptly notified Experian to update our reporting to reflect accurately. Acima acted in accordance with the **** by completing an investigation into this complaint and making corrections in a timely manner. 
  Mr. **** again alleges Acima is violating Section ****b of the ****. As previously clarified, we are not a CRA; however, we confirm Mr. **** gave Acima permission to furnish his account, pursuant to paragraph 13 of the signed agreement, Reporting, You approve and acknowledge that we may report information about your lease and payment history to credit bureaus. If Mr. **** did not agree with the terms of the Agreement, then he should not have electronically signed it to utilize Acimas services. 
  Mr. **** states he would appreciate if Acima promptly takes the necessary actions to remove the inaccurate information from [his]  credit report, as mandated by the ****. As previously mentioned, weve requested Experian to update our reporting to reflect accurately, and as such, we consider this request to be satisfied. 
  As we have addressed all of Mr. **** allegations, we consider this complaint to be closed. Mr. **** may contact us at ************** with additional questions.
  
  

  Customer Answer

  Date: 06/21/2023

   
  Complaint: 20139085
  
  I am rejecting this response because: your response to my concerns regarding the inaccurate reporting of my "alleged" lease with acima on my credit report. Your dismissal of my valid complaints and failure to address the violations of my rights under the Fair Credit Reporting Act (****) and ************************ (***) guidelines is disheartening. Firstly, I would like to remind you that the *** guidelines clearly state that furnishers, such as Acima, are obligated to take appropriate steps to investigate and rectify any inaccuracies promptly. Section 1681s-2(a)(1)(A) of the **** clearly mandates that inaccurate information must be deleted from the consumer's credit report. It is not sufficient to simply update the reporting; the inaccurate information must be removed.
  Furthermore, I would like to draw your attention to Section 1681e(b) of the ****, which states that furnishers must ensure the completeness and accuracy of the information they report to credit bureaus. In my case, the account that you reported has incomplete information, and to make matters worse, it is showing a balance even though it has been paid off. I have proof. You have shown no proof that neither of the accounts belong to me. For you to report two different account statuses showed undeniable evidence that ACIMAs method of reporting to the CRAs is inaccurate. This violation of the law has further damaged my creditworthiness and financial reputation. It is distressing to see that you are attempting to evade responsibility by claiming that you are not a credit reporting agency (CRA). However, as a furnisher of information to credit bureaus, you are subject to the same obligations under the ****. By providing false and incomplete information, you have violated my rights as a consumer.
  I implore you to take immediate action to rectify this situation. I demand that you comply with the law and remove the inaccurate information from my credit report, as mandated by the ****.I must express my disappointment and frustration with the way Acima has handled my concerns thus far. I trusted your services, only to be let down by your disregard for the law and my rights as a consumer. I hope that you will rectify this situation and restore my faith in your company.
  
  Sincerely,
  
  Ray Bars

• Initial Complaint

  Date:05/31/2023

  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.

  Acima has been harassing me. I don't have any products nor goods that have anything to do with Acima. I contacted them and told them this as well but they refuse to cooperate. So they just keep contacting me and they have made several attempts to take money out of my account. They also have gotten into my credit. I have contacted the credit Bureau and reported Acima and blocked them from accessing and leaving any bad marks on my credit. I have also contacted my bank and I had to open a new account. So ********************** if you're reading this...I told you already to stop harassing me! I do not have the furniture that you have accused me of having. I have already bought furniture from else where. No more talking. Next contact I get from you, I will make sure to expose you to the news and every social media platform.

  

  Business Response

  Date: 06/09/2023

  Acima (hereinafter us, we, our) received the complaint filed by ********************************* through the Better Business Bureau (BBB) on May 31, 2023. We investigated his complaint and prepared the following response. 
  
  ****************** alleges [he doesnt] have any products nor goods that have anything to do with Acima, and he requested no further contact from **. Upon receipt of this complaint, we placed a do not contact order on ******************** lease. As such, ****************** will receive no further communication from Acima. We request ****************** contact ** at his earliest convenience at ************** to discuss the steps we have taken to resolve this complaint.
  
  

• Initial Complaint

  Date:05/27/2023

  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.

  Acima allowed someone claiming to be me to open an account/lease in my name. The fraud was committed using my bank account information. I contacted Acima about this 2 weeks ago when I first got a welcome email. When I called the lady seemed to know right away that the account was open with bank fraud. She said it would be closed and I needed to take no further action. 2 weeks later ** getting threatened in emails that the credit bureaus will be notified if I dont make a payment by June 1. So with that I call in today and now Im being told I need to submit a police report. The bank put a fraud freeze on that account and it is now closed. We then opened a new account at the same bank. **** of America. We have banked there for over 20 years. I honestly had never heard of Acima before this. I am astounded that after I called in and talked to a customer rep and was told it would be taken care of that I am now facing a possible hit to my credit. I work very hard to maintain my credit. Companies like Acima have no shame. Well all I can say is Im not going to allow them to just get away with their threats. I never opened an account there and never would. The way the customer service treated me today like I was some scumbag has beyond upset me. This is only my first complaint. My company is also a member of the BBB and we have a A plus rating. ************

  

  Business Response

  Date: 06/02/2023

  ***************************** 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 they 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.
  
  

  Customer Answer

  Date: 06/05/2023

   
  Complaint: 20113608
  
  I am rejecting this response because:
  
  Sincerely,
  
  *************************

• Initial Complaint

  Date:05/25/2023

  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.

  This company has been debiting money out of my businesses checking account for the past few months. It has been over $500 to date. I have not made any purchases through this company. I tried to contact them numerous times giving them all my personal information such as name, address, social, etc and they say that the information on file isnt matching what they have on record and refuse to give me any information as to what the purchase was, how much it was for, or anything whatsoever. I am either being scammed by this company, or someone stole my identity and is making fraudulent purchases. Either way, I cannot get any help from them up to this point, so now I am taking it to this level. I want my account to stop being used fraudulently, and want my money back.

  

  Business Response

  Date: 05/26/2023

  *********************************** alleges bank fraud. 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 they send a copy of the police report, which must include Acima as an affected account, to ******************************* Additionally, we request ******************** provides ** with a copy of his official bank statement that shows the charges in question. Upon receipt of the requested documentation, we will further investigate their allegation. If it is determined that fraud has taken place, we will terminate the affected lease and refund all payments. Absent proof of fraudulent activity, we will not terminate the lease or refund any payments.
  As we are awaiting additional documentation, we consider this complaint closed. ******************** may contact Acima customer service at ************** with any additional questions.
  
  

• Initial Complaint

  Date:05/24/2023

  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.

  Acima was sent two checks to payoff two lease agreements. One was in my wife's name, and one was in my name. Acima processed the checks against the wrong lease accounts, resulting in an underpayment on one, and an overpayment on the other. I called the company, they acknowledged the overpayment and stated their would be a refund check sent to me within 30 days. I called 24 days later to check on status, and was asked to verify my address. They stated they had been trying to contact me to verify the address, which I have not received. They stated it would be ANOTHER 30 days to process the refund owed to me, since they weren't able to verify my address. The address of which was used on the original lease, there were multiple times I called to discuss the issue when it was occurring, and they failed to "verify" my address during all of those conversations. I had to double pay the underpaid lease to avoid very LARGE lease agreement fees going into effect due to the 90 day period for same as cash expiring. I requested for the processing to be expeditated since we have already waited 24 days, and was quoted 30 days, and was told there was nothing they could do, and no way to resolve the issue. That I had to wait another ********************************************** writing, since I have been told bad information via phone with nothing tangible to hold them accountable to, and was told I could not have anything in writing.

  

  Business Response

  Date: 05/31/2023

  We confirm the check for ************************** lease was received on May 1, 2023, and applied to his lease. Pursuant to our internal policy, Acima was obligated to wait for the check payment to clear prior to being able to issue a refund for any overpayment. Once the check cleared, we were able to get in contact with the authorized third party on the lease and verified the address for the refund check to be mailed to on May 24, 2023. The request for a refund was submitted on May 30, 2023. We respectfully request that ************************ allows 5-7 business days for the check to arrive. ************************ may contact Acima at ************ with any additional questions or if they have not received the check within 7 business days.

• Initial Complaint

  Date:05/23/2023

  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 recently got approved through acima and bought furniture through a local store Wednesday of last week. BE CAUTIOUS because they dont tell you your payment and it's every two weeks instead of monthly. It's $165 BIWEEKLY for a year for $1900 purchase. Called and they said "it's in your lease agreement with no solution after asking to switch it monthly as I planned on trying to pay it off early anyways. Not the one I signed, but the one I sent it's in there. But the initial documents I signed did not say it would be taken out twice a month. And if I return the furniture they said I'd still be responsible for the amount interest included. Sad, greedy people. Trying very hard to get out of this. But hard when now I'll be living maybe check to check. Sneaky, greedy, and just plan sad how companies work.

  

  Business Response

  Date: 05/24/2023

  ************************* entered into a written contract in the form of a lease-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 lease-purchase agreement that contains the disclosures as required by applicable law. Acima has attempted to review the terms of the Agreement with **************. Despite our best efforts to address Ms. ****** concerns, we are unable to reach a resolution to this matter. As such, we consider this complaint closed. ************** may contact ** at **************  with additional questions.
  
  

• Initial Complaint

  Date:05/20/2023

  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.

  My information was stole and theres an account on ********************** which I didnt ope up I filed police report etc

  

  Business Response

  Date: 05/26/2023

  Mr. ********************* 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 they 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.