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:05/08/2023

  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 a mattress from mighty mattress. At the time not all funds were available so I leased from acima. They charged me an initial fee of ***** to get this lease. I did not get to see or read this lease until 2 days after my mattress was delivered. Mighty mattress charged me **** and forwarded all info to acima. On going to pay off my lease, I was charged a purchase fee of $25 for early purchase and I was taxed as well. I was told from mighty mattress that the **** was full purchase price. I want my ***** refunded to me, as it was not explained I would incur these fees. I purchased on 4/30/2023 and didn't get lease info until 05/03/2023. Documents of proof were uploaded.

  

  Business Response

  Date: 05/15/2023

  We have contacted ********************************************* and addressed his concerns. As such, we consider this complaint closed. *************************** may contact ** at ************** with any additional questions related to this closed lease.

• Initial Complaint

  Date:05/04/2023

  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 am reporting this review to BBB due to the fact this company allowed Identity Theft to occured 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 (minutes 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 Contemporary EyeCare in ******* **, while I am in *********. I called Contemporary Eyecare and spoke with someone regarding it. She said that she called ACIMA at the time the man was applying for the loan, because he was being suspicious and could only provide a passport that had a woman's name on it. She told them specifically she thought this was fraud. She spoke to 4 different individuals. The last one told her SHE HAD TO GIVE THEM THE MECHANDISE since they passed the application process. They were approved for over $2,000 worth of merchandise. Acima told me I had to file a police report and I did that an hour later. Since then, I have provided them with the police report and bank statements due to them taking $111.54 dollars out of my account for this fraudulent account that was set up by a man in ******* ** and I live in ** and I am a woman. You would think a place giving a loan out for thousands of dollars would require more idenitifcation than just a fake passport and be required to give proof of residence. ** the email from the ACIMA fraud department - they stated they do not have enough information to prove this account to be fraudulent - even though staff at ACIMA spoke with the women at Contemporary Eyecare when it happened stating they suspected this was fraud. They also have VIDEO Evidence this was not me at Contemporary Eyecare. I filed the police report one hour after it happened in the state of ********* and the crime happened in ******** over 12 hours away from me.

  

  Business Response

  Date: 05/12/2023

  Ms. ******************** alleges identity theft. Acima takes fraud allegations very seriously. We have investigated this lease and determined that this lease was created fraudulently. As such, we have terminated this lease.
  As we have terminated this lease and refunded all payments, we consider this complaint closed. **************** may contact Acima customer service at ************** with any additional questions.
  
  

• Initial Complaint

  Date:05/03/2023

  Type:Billing 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.

  Acct. #******** My first payment on this acct was 1 Apr 2023. The pymt is $125.21, in which I paid. My next payment was due 1*** 2023. When I went into my account I saw my acct said I owed $105.22, so I paid it. I went back into my acct and it said I still owed a balance, then I got an email saying I owed a balance of $44.99, so I immediately paid that. Both payments cleared in my bank acct. So I paid $150.21 total for a *** payment. Now I am thinking I am done with *** payment. Now they are telling me I owe ****** for ***, to become current and put me in collections. I asked why. I look on my account and it says ****** +tax due 1 June and ****** payoff by 27th ***. I had no idea I was on auto pay so they ran *** payment thru primary acct, which declined it, because I was using my secondary payment acct method, which I did use to pay on 1 ***. When I called to find out why they saying I owe *** payment, I am told I am in collections. I am not going to pay another *** payment.

  

  Business Response

  Date: 05/10/2023

  We confirm ******************** two one-time payments for May 2023 were successfully processed as of May 5, 2023, and the lease is once again current with the next rent-renewal payment due on June 1, 2023. As such, we consider this complaint closed. If ****************** would like to exercise the 90-Day early purchase option (EPO), she may do so by tendering to ** $313.70 before tax, by May 27, 2023. To execute the 90-Day EPO, ****************** can make the payment online at *****************************************, or she may contact ** by phone at ************** or by chat at ************************************. Furthermore, ****************** may contact ** at ************** with any additional questions.

  Customer Answer

  Date: 05/11/2023

   
  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:05/02/2023

  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 have several contracts thru this Company. I understand fees can be pricey, but the service is convenient. As i have had several contracts, i understand how the process works..and i have even paid 2 contracts early taking advabtage of the 90 day, "same as cash" or early payoff amount .My current issue is that as i was going to pay off my most current contract early, the amount owed did NOT match up to the amount paid. i was told that appoc $10 dollars per month was going to a "benefits plus" package, that i had NO idea i was paying for, nor did not authorize. This is my 5th contract wirh Acima. I have NEVER authorized or accepted this "Benefit plus" package. This unauthorized package has cost me an addiional $10 per month, for a total of $50 to date, and is costing me an additional $50 more to pay off than i anticipated. Again, i did NOT knowingly agree to this package, had NO idea it was even available, and to this date do no even know what it entails. All i am asking for is to be able to make my early purshase payment of approx $422 minus the $50 i never knowingly agreed to..and no supervisor will allow me to do so..and had put me for a "Manager Callback" that *** take 3 to 5 "business days" which will put at or 1 day past my early payoff deadline I ask that a Manager call me ASAP, review my 4 prior leasing contracts to this one, take note that i NEVER accepted this "benefits plus" package prior to this one, and use common sense judgment that if i DID elect it on this contract, it was unintentional on my part, or a glitch in the online app, and apply $50 credit to my early puchase ammount making it approx $372, as a gesture of goodwill to a loyal customer who has untilzed this service 5 times in the past...and that HAD planned on utilIzing this service again, prior to this situation.

  

  Business Response

  Date: 05/04/2023

  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:04/28/2023

  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 a PlayStation 5 from cpr cell using Acima credit which they recommended. The terms were not clear and the early purchase option was not explained properly. Now I have already paid for them 3x the value of the item. ($1500) I have more than paid for this item and find it ridiculous that they are still trying to collect another $1800

  

  Business Response

  Date: 05/08/2023

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

  Customer Answer

  Date: 05/08/2023

   
  Complaint: 19994159
  
  I am rejecting this response because:
  We did not come to a resolution- all they said was I should return the merchandise or pay an early payment to satisfy the lease. They did not care that the merchant misrepresented the lease terms. I am not satisfied with this and do not except this. 
  Sincerely,
  
  *****************************

  

  Business Response

  Date: 05/15/2023

  Acima (hereinafter us, we, our) received the rejection of our response through the Better Business Bureau (BBB) on May 8, 2023. When speaking with ********************, she indicated her complaint was against CPR Cell Phone Repair (the Retailer), claiming they misrepresented the lease terms. However, ******************** has not explained how the Retailer allegedly misrepresented the lease terms. Nevertheless, Acima works hard to ensure our partnered retailers are representing Acima's services correctly. We informed ******************** we would open an investigation into the Retailer. We confirm we have opened an investigation and will take action as necessary. As such, we deny her allegation that we do not care that the merchant misrepresented the lease terms. 

  
  On November 5, 2022, ******************** entered the Retailers location in **********, *******. While with the Retailer, she applied and was approved for our leasing services. On that same date, ******************** selected property described as a playstation 5 (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.

  
  On November 6, 2022, Acima emailed ******************** a Welcome to Acima email which disclosed several lease details. Additionally, on November 18, 2022, Acima emailed ******************** an Acima Early Purchase Option Reminder email. These emails were sent to the address ******************** provided during the application process and listed on this complaint. We can also confirm that these emails were opened by the recipient on the same day they were sent.

  
  Given the facts stated above, Acima conducted due diligence by providing all pertinent information prior to allowing ******************** to sign the Agreement and during the course of her lease. If ******************** has additional questions, she may contact Acima at **************.
  

  
  

  Customer Answer

  Date: 05/15/2023

   
  Complaint: 19994159
  
  I am rejecting this response because:
  Their lease terms are deceiving and were not explained by the merchant representing the company. No consumer should be misled into paying more than 4x an items actual value. 
  

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

  

  Business Response

  Date: 05/18/2023

  Acima (hereinafter us, we, our) received the second rejection of our response through the Better Business Bureau (BBB) on May 15, 2023. In this response, we will only address any new allegations.
  
  ******************** alleges the lease terms are deceiving and not explained by the merchant. We assure ******************** that Acimas agreement and procedure were developed under and comply with the ******* Rental-Purchase Agreement Act (** Stat. ******** ********). Further, we note that ******************** previously alleged the Retailer misrepresented the lease terms. Regardless, we have an ongoing investigation into the Retailer. 
  
  ******************** missed the 90-Day Early Purchase Option (EPO) outlined in the Agreement, which appears prompted her complaint. As explained in our previous response, Acima conducted due diligence by providing all pertinent information prior to allowing ******************** to sign the Agreement and during the course of her lease. ******************** opened both the Welcome to Acima and the 90-Day EPO reminder email in November of 2022, which contain the 90-Day EPO. Thus, we can safely assume she was aware of the 90-Day EPO expiration date. However, our records indicate that she first contacted ** to question the lease terms several weeks after the expiration of her 90-Day EPO.
  
  Upon receipt of this complaint, we attempted to review the terms of the Agreement and the remaining purchase and termination options with ********************. Despite our best efforts to address her concerns, we are unable to reach a resolution to this matter. We determined ******************** is not entitled to a billing adjustment, as such, we cannot ***** her request and consider this matter closed. If ******************** has additional questions or would like to terminate her lease pursuant to paragraph 9 of the Agreement, she may contact Acima at **************.
  
  

• Initial Complaint

  Date:04/27/2023

  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.

  On April 26 at 6pm Easter time I place a call to Acima to inquired about a future order I was trying to place .I asked for some one in Spanish and the representative was unprofessional rude and made me feel un value as a customer . I provided ***** ver sensitive documents for an approval . But am already a customer and have a lease already with ********************** I explained the customer service representative and she didnt want to hear me . I asked for a supervisor and she stated she was the supervisor and no one would help me because she is the boss . Very bad customer service no help rude and very unprofessional as a consumer I felt not value and Acima does not appreciate my business .I will place bad reviews in social media and others in regards to my bad experience . Please do not do business with Acima

  

  Business Response

  Date: 05/05/2023

  Acima (hereinafter **, we, our) received the complaint filed by Mr. ******************************* through the Better Business Bureau (BBB) on April 27, 2023. We investigated ************************ application and it seems his dissatisfaction with our request for additional documentation has prompted this complaint.

  
  Acima works to verify application information to ensure it is accurate and to prevent potentially fraudulent transactions. While ********************** was a previous customer, the information he provided during his most recent application was different, thus requiring additional documentation. We reviewed the call in question and confirm the agent ********************** spoke with is a supervisor who respectfully provided him with accurate information to fulfill our request, and he disconnected the call after being informed another supervisor was not available.

  
  If ********************** has any further questions or requires additional assistance, he may contact ** at **************.
  

  
  

• Initial Complaint

  Date:04/27/2023

  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.

  This company seems to be doing some fishy stuff because I leased with them to purchase items on BESTBUY. I paid this entire balance off before the early purchase option expired now this is when I started to get a iffy feeling because it seems as though someone tried to test use my bank account without my consent but I'm sure they did not receive anything because that bank account is closed and they won't remove my payment methods like I asked them to. I received a email saying "payment accepted" it was a amount under$1 then next thing you know they're telling me my lease is past due 279 days???? They're telling me it was a glitch in the system and due to overpayment they had to reopen the lease. They said it would get resolved soon.. okay it has been several weeks and this lease is still OPEN and I'm continuously receiving calls telling me to make a payment. This company seems to be doing fraud stuff because why was my PAYMENT method charged in the first place?? My lease is sitting open and not being erased. Fix this issue NOW.

  

  Business Response

  Date: 05/03/2023

  We apologize to Ms. *********************** for any confusion that has resulted from this matter. Ms. ******** lease is currently closed in a purchased status and is being reported positively as such to Experian. Furthermore, we confirm ****************** has no further payment obligations to Acima. If ****************** requires further clarification, she may contact us at **************.

  Customer Answer

  Date: 05/03/2023

   
  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:04/26/2023

  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.

  They been taken a payment of 136,20 from my account for at least nine months. which is not mine .They are telling me in was in my husband name.. which is not true my husband was unable to do any buisness he was very sick and bed ridden he could not leave our home. l have sent them everything they ask for now they ,Now they will not respond to me at all. My husband passed away June 4 2022. .l have had accounts with them and paid every one off .ln my name *****************************

  

  Business Response

  Date: 04/28/2023

  We 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:04/24/2023

  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 being bombarded with texts and emails stating that I still owe on a lease I completed and paid off early with Acima, so that is completely unacceptable. When I called they said it would be resolved and it happened to many other clients recently as well. If that is the case, why werent we contacted and told that there was an error? It is exceedingly dire that Acima resolve this now! As I do not owe Best Buy a dime, I paid off that lease in its entirety, EARLY. I have all information to prove it as well. Do the right thing Acima! I express this to be resolved. I will not continue to be harassed over something I paid off ahead of time or I will take legal action. I have two lawyers in my family, thus I am willing to take legal action if this is not resolved promptly!

  

  Business Response

  Date: 05/03/2023

  We appreciate ********************** bringing this to our attention and apologize to her for any confusion that has resulted from this matter. However, we previously confirmed with ********************** that her lease is closed and she has no further lease payment obligations to Acima. If ********************** requires further clarification, she may contact ** at **************.

• Initial Complaint

  Date:04/21/2023

  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.

  On October 20, 2022 I entered a loan agreement with Acima online and when I printed the agreement only the signature page printed and the summary terms was different than the full agreement had stated. The terms was that if I could pay off the loan within 12 months I would not be charged interest. Once I printed the loan documents it did not have that information. The loan waas approved for $1,200. However, I only needed $698. Of which I have paid. Now, ** being told that I have to pay the full amount of the loan even though I did not use the $502. remaining. I so I asked seeing that I had to pay the remaining balance then I would like to use the money and make a purchase. At which I was told that I would have to apply for a loan for that amount, it would be different from the $502 that I was currently paying and that it would be a separate loan. In other words, at that point I would own an ADDITIONAL $502. and that did not include the interest that would be added. Summary: I have to pay the $502, I can not use the $502. I set my payments up for automatic withdrawal and to date they have began taking the payments past the $698.

  

  Business Response

  Date: 04/25/2023

  Ms. ************************* entered into a written contract in the form of a rental-purchase agreement that contained all disclosures mandated by applicable state law. ************** may view her rental-purchase agreement by logging into the customer portal at ******************************************.
  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 ************** concerns, we are unable to reach a resolution to this matter. As such, we consider this complaint closed. ************** may contact ** at ************** with additional questions.
  
  

  Customer Answer

  Date: 04/26/2023

   
  Complaint: 19966949
  
  I am rejecting this response because:
  
  Inspite of the statement given to BBB, this company have not attempted to resolve this agreement with me. I have contacted them on two separate occasions and was told that I had to pay to them money that I did not use. 
  

  Please continue to pursue for a more amicable agreement. 
  
  Sincerely,
  
  *************************

  

  Business Response

  Date: 04/26/2023

  Ms. ************************* alleges Inspite of the statement given to BBB, this company have not attempted to resolve this agreement with me. I have contacted them on two separate occasions and was told that I had to pay to them money that I did not use. We deny this and once again confirm that Acima has attempted to review the terms of the Agreement with ************** during our phone calls with her, including a phone call with an Acima supervisor. Despite our best efforts to address ************** concerns, we were unable to reach a resolution to this matter. We request that she return our call at her earliest convenience so we may more fully address her concerns. As such, we consider this complaint closed. ************** may contact ** at ************** with additional questions.

  Customer Answer

  Date: 04/27/2023

   
  Complaint: 19966949
  
  I am rejecting this response because:
  I called the agent would not speak with me. 
  it is my understanding that this agreement that was presented to me as a loan is now being represented as a lease agreement which is not what the original agreement was explained to me. And the company that so vehemently presented it to me is a part of the scam. ***************** pushes this loan and help them to deceive the customer. Then, they try to sell you services you do not need. After I got my brakes fixed. Why would I get a lease to fix my brakes. They tried to sell me new tires. Then they told me

  i needed other services of which I rejected because I only needed my brakes fixed. Please investigate this more closely. This is a full blown scam being perpetrated on the American consumer. 
  Sincerely,
  
  *************************

  

  Business Response

  Date: 05/01/2023

  Ms. ************************* alleges I called the agent would not speak with me. We confirm when ************** called, she refused to provide the last 4 digits of her social security number in order to verify herself, and as such, our agent was unable to provide any information regarding the lease for security purposes. Acima requires all callers to provide appropriate verification information prior to releasing any information regarding customer leases. 
  ************** alleges it is my understanding that this agreement that was presented to me as a loan is now being represented as a lease agreement which is not what the original
  agreement was explained to me. We confirm we were not a present party in the negotiations between ************** and the third-party retailer, however, we can confirm Acima performed its due diligence in providing ************** with all the pertinent information prior to allowing her to sign the rental-purchase agreement. We additionally confirm the rental-purchase agreement was, in fact, a rental-purchase agreement from its conception and Acima has never represented it as a loan. It was ************** responsibility to read the entirety of the rental-purchase agreement before signing as well as the other information Acima provided to her. Furthermore, we confirm ************** did not reach out to Acima with any questions regarding the nature of our services or the terms and conditions within the lease agreement prior to signing the lease agreement.
  Despite our best efforts to address ************** concerns, we have been unable to reach a resolution to this matter. We request that she once again call at her earliest convenience so we may more fully address her concerns. Please note, ************** will be required to answer the security questions, including providing the last 4 digits of her social security number, to fully identify herself before Acima agents will release account-specific information to her. As we have addressed all of ************** concerns, we consider this complaint closed. ************** may contact us at ************** with additional questions.