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:04/05/2023

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I received an email from this company, Acima, that I was approved for a loan for TechCraze. I never heard of either of these companies, let alone applied for a loan. I then got another email today stating the "initial payment" has been received. I checked all of my accounts and even did an identity fraud scan but there is no information about either company. I called the customer service number from the website, not the one listed in the emails, as they were different numbers. I gave the rep the loan # to verify the account but he said he could not unless I gave my full name, address, DOB and SSN. Absolutely not. I stated since he cannot verify if there was this loan I would file a complaint of fraud then he stated the loan was canceled today and there's no information on file and hung up. I believe this company is a fraud/scam. I will continue to monitor just in case but please be aware.

  

  Business Response

  Date: 04/07/2023

  Acima (hereinafter “us,” “we,” “our”) received the complaint filed by Ms. ******** ***** through the Better Business Bureau (“BBB”) on April 5, 2023. We investigated her complaint and prepared the following response.
  
  Pursuant to our records, we received an application from Ms. ***** for our rent-to-own services through an independent third-party retailer – TechCraze (the “Retailer”). As part of our application process, Acima requires customers to complete an Experian Knowledge IQ identity verification quiz, which is provided with questions based on the customer's credit profile. In addition to requiring a customer to complete an Experian Knowledge IQ identity verification quiz, we require multiple pieces of identifying information on the application. During the application process, Acima employs a proprietary system to verify the details of all identifying information received. There was no indication made at the time of the application that it was submitted by any individual other than Ms. *****. We confirm Ms. ***** was initially approved for our services; however, prior to Ms. ***** contacting us, we terminated the approval due to suspected fraud. Given these facts, we vehemently deny Ms. *****’s allegations that Acima’s business practices are a scam or fraudulent. We confirm Acima conducted due diligence during and after the application process in verifying all information received and subsequently terminating the approval upon suspecting fraud. 
  
  As the approval was terminated and Ms. ***** is not a customer of Acima, we consider this matter closed.
  
  

  Customer Answer

  Date: 04/10/2023

  
  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:04/04/2023

  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.

  My name is ******************************* I was a victim of identity theft a few years ago. After that incident, I noticed incorrect and unauthorized from ACIMA DIGITAL FKA SIMP with account number ******* were reported in my ********************** report. I already sent the dispute to Equifax, Experian, and Transunion 30 days ago. I haven't got any response.

  

  Business Response

  Date: 04/06/2023

  Acima (hereinafter we, us, our) received the complaint filed by *********************************** through the Better Business Bureau (BBB) on April 4, 2023, regarding our reporting of his lease. We have investigated his complaint and provide the following response.
  On March 23, 2020, ****************** entered into an independent third-party retailer - ***************** (the Retailer) - located in ********, *****. While with the Retailer, ****************** applied and was approved for our leasing services. On that same date, ****************** selected property described as 15x10 275/60/15 **** vp jug jp hose (the Property). On May 23, 2020, Acima purchased the Property, and ****************** electronically entered into a rental-purchase agreement (the Agreement) wherein he agreed to rent the Property from Acima. Pursuant to the Agreement, to obtain ownership of the Property, ****************** was required to make 24 semi-monthly rent renewal payments of $204.47 before tax, plus an initial rent payment of $50.00 before tax, for a total of $4,957.20 (the Total of Payments) before tax. Please note, ******************** lease was charged off on August 30, 2020, due to non-payment. 
  ****************** is alleging identity theft. Upon receipt of this complaint, we thoroughly investigated ******************** lease. Acima uses a system whereby most agreements are signed electronically. On March 23, 2020, we sent ****************** the following SMS text message to the phone number he provided on his application, and subsequently used to communicate with Acima, ************** which read; Click ************************************************ to review and sign your Acima lease agreement (Reply STOP to opt-out) ****************** was then provided with a full copy of the Agreement. ****************** then provided his electronic signature, verifying he reviewed and agreed to the terms and conditions contained within the Agreement. Please note, Acima also received a ************************ Identity Theft Affidavit (*** Affidavit) included in one of ******************** indirect disputes through Experian during March 2023. Notably, the phone number ****************** provided as his phone number on this complaint and the *** Affidavit is the same phone number that was used for the signing of the Agreement. As such, Acima does not have any reason to believe this lease was entered into fraudulently. 
  ****************** alleges he already sent the dispute to Equifax, Experian, and Transunion 30 days ago. I haven't got any response. We confirm weve received numerous indirect disputes through Experian regarding our reporting of ******************** lease, all of which weve promptly responded to. Please note, Experian is the only credit bureau to which Acima reports. 
  ****************** requests we remove our reporting of his lease. We are unable to ***** this request. Acima is responsible to report correct and accurate information to the credit bureaus, and because there is no sufficient evidence that this lease was entered into fraudulently, we will not remove our reporting. 
  As of todays writing, ****************** has paid a total of $238.74 before tax in rent and his lease is currently **** days past-due on rental payments, with a past due rent balance of $4,968.46. If ****************** has any additional questions or concerns in regards to this complaint, we ask that he provide a response through the BBBs complaint portal. If ****************** has general questions in regards to his lease and options that are available to him, he may contact our recovery department by phone at **************.
  
  

• Initial Complaint

  Date:04/04/2023

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am not liable for this debt with Acima. They did not provide me with the original application or signed contract like I asked.

  

  Business Response

  Date: 04/12/2023

  Ms. ******** **** entered into a written contract in the form of a rental agreement that contained all disclosures mandated by applicable state law.
  Acima has reviewed this complaint and determined that Ms. ****’ primary concern is regarding certain contractual obligations stated in the Agreement, which Ms. **** failed to comply with. As such, we consider this complaint closed. Ms. **** may contact Acima at ###-###-#### with any additional questions. Additionally, Ms. **** may obtain a copy of her agreement with Acima at any time via Acima’s customer portal.
  
  

• Initial Complaint

  Date:04/03/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  February 8,2023 Someone open up another leasing loan in my name for some jewelry in another state. The loan amount was 1,750. I have been going back and forth with the company to have the account closed because it’s not mine’s. I’ve sent them the police report from the City of Miami Gardens and they told me the report was fake and I need a new one so I’m reaching out because it’s to many loans for the same jeweler out of state

  

  Business Response

  Date: 04/12/2023

  Ms. ******* is alleging identity theft and previously provided Acima with a police report on March 28, 2023. Acima takes fraud allegations very seriously. Upon receipt of this complaint, we have investigated the previously provided police report and determined that there is sufficient evidence that this lease was created fraudulently. As such, we have terminated this lease and refunded all payments to the original payment method. Please note, it may take 3 to 10 business days for Ms. ******* to receive any refunds.
  As we have terminated this lease due to fraud, we consider this complaint closed. If Ms. ******* has any additional questions or concerns in regards to this complaint, we ask that she provide a response through the BBB’s complaint portal. If Ms. ******* has general questions in regards to Acima, she may contact our customer service department at ###-###-####.
  
  

• Initial Complaint

  Date:03/30/2023

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am not liable for this debt with ACIMA DIGITAL FKA SIMP and do not have a contract with convergent. They do not provide me with the orginial application like I asked.

  

  Business Response

  Date: 03/31/2023

  Acima (hereinafter “us,” “we,” “our”) received the complaint filed by Ms. ***** ***** through the Better Business Bureau (“BBB”) on March 30, 2023. We investigated her complaint and prepared the following response.
  
  Ms. ***** claims she does not have a contract with convergent. Please note, Acima is not affiliated with any company by the name of “convergent.” Pursuant to our records, on October 8, 2019, Ms. ***** entered an independent third-party retailer – Nour Furniture & Mattresses (the “Retailer”) – located in Philadelphia, Pennsylvania. While with the Retailer, she applied and was approved for our leasing services. On that same date, Ms. ***** selected property described as a “queen bed dresser mirror mattress and a box” (the “Property”). Acima purchased the Property, and Ms. ***** 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 September 9, 2020, Ms. ***** visited another independent online third-party retailer – Wayfair (the “Second Retailer”). While on the Second Retailer’s website, she applied and was approved for our leasing services. On that same date, Ms. ***** selected property described as a “1x 17 Stories Elara Abstract Blue/Gray Area Rug 1x Mercer41 Gelston 115" Reversible Sofa & Chaise with Ottoman” (the “Second Property”). Acima purchased the Second Property, and Ms. ***** electronically entered into a rental-purchase agreement (the “Second Agreement”) wherein she agreed to rent the Second Property from Acima. Alternatively, she could execute any other purchase or termination option outlined within the Second Agreement.
  
  Ms. ***** 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 Ms. *****. However, if Ms. ***** is alleging identity theft, we request that she provide us with any documentation substantiating her allegation, including a full police report, at [email protected]. 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.  
  
  Ms. ***** 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, we will not provide her with the application until she provides us with a police report for identity theft at [email protected]. 
  
  As we are awaiting additional documentation, we consider this complaint closed. If Ms. ***** has any questions or concerns in regard to her Agreements or would like to explore any purchase, termination, or settlement options that may be available to her, she may contact our recovery department by phone at ###-###-####.
  

• Initial Complaint

  Date:03/29/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased furniture at Ashley Furniture and I’m ready to pay it off and Acima wants way more money than I brought it for. It’s almost 2k or more to pay it off. That’s ridiculous and like they are loansharks.

  

  Business Response

  Date: 03/31/2023

  Acima (hereinafter “us,” “we,” “our”) received the complaint filed by Ms. ******* **** through the Better Business Bureau (“BBB”) on March 29, 2023. We investigated Ms. ****’s complaint, contacted her directly by phone, and are actively working with her to resolve her concerns. As such, we consider this complaint closed. Ms. **** may contact Acima at ###-###-#### with any additional questions.

• Initial Complaint

  Date:03/29/2023

  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 found these are both reported on my credit report and I have NEVER used Acima or had a deragatory account. • Credit Alert Derogatory Account • Reported By Acima Digital Fka Simp • Reported On May 12, 2022 • Account Balance $6,262 • Credit Alert Derogatory Account • Reported By Acima Digital Fka Simp • Reported On May 11, 2022 • Account Balance $6,262

  

  Business Response

  Date: 03/30/2023

  Acima (hereinafter “us,” “we,” “our”) received the complaint filed by Mr. ********* ***** through the Better Business Bureau (“BBB”) on March 29, 2023. We investigated his complaint and prepared the following response.
  
  Mr. ***** alleges that he found this account on his credit report; however, “[he has] NEVER used Acima.” Acima takes identity theft allegations very seriously. If Mr. ***** is alleging identity theft, we request that he provide us with any documentation substantiating his allegation, including a full police report, at [email protected], so we may continue our investigation of this lease. Upon receipt of the requested documentation, we will further investigate his allegation. If it is determined that in fact it is a fraudulent account, we will terminate this account and remove all reporting of it from the credit bureau. Absent proof of fraudulent activity, we will not terminate the account or remove our reporting. We paused our reporting of this account for 30 days while we await the requested information. Please note, Experian is the only major credit bureau to which Acima reports.  
  
  As we are awaiting additional documentation, we consider this complaint closed. If Mr. ***** has any questions or concerns in regard to his agreement or would like to explore any purchase, termination, or settlement options that may be available to him, he may contact our recovery department by phone at ###-###-####.
  
  

  Customer Answer

  Date: 03/30/2023

  
  Complaint: ********
  
  I am rejecting this response because: The number listed does not even work because it requires a phone number attached to an account. I also already forwarded the approved policy report and supporting documentation to both fraud and legal. I have attached the police report here and attached the first 3 pictures (i am limited to four attachments).
  
  Sincerely,
  
  ********* *****

  

  Business Response

  Date: 03/31/2023

  Acima (hereinafter “us,” “we,” “our”) received the rejection of our response filed by Mr. ********* ***** through the Better Business Bureau (“BBB”) on March 31, 2023. We investigated his complaint and prepared the following response. On March 31, 2023, Acima received the requested documentation, continued our investigation into his claims, terminated the account, and initiated a request for the removal of it from Experian. As such, we consider this matter closed. Acima can request but not guarantee that Experian will comply with our request to remove this trade line. Additionally, there are no warranties as to the effect of the removal of this trade line on *****’s credit score or status. Please note, updates to Mr. *****’s credit report may take up to thirty (30) days to reflect. Mr. ***** may contact Acima customer service at ###-###-#### with any additional questions.

• Initial Complaint

  Date:03/21/2023

  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.

  As of the beginning of this month, Acima has started taking out two payments each week. My payment per week is $21.89 and they have been deducting from my account 3 weeks in a row now $43.78. I never authorized a second payment to be deducted from my bank account. What they are doing is theft. And they have put me into a financial bind. More than once now I had other bills to pay and was unable to pay them due to Acima taking out a second payment without prior authorization. My doctor's bill is going up as a result (I have an appointment tomorrow, March 22, that I can't pay my copay for due to Acima taking out two payments.) I did not authorize them to take out a second payment ever.

  

  Business Response

  Date: 03/29/2023

  Acima (hereinafter “we,” “us,” “our”) received the complaint filed by Mr. ******* ****** through the Better Business Bureau (“BBB”) on March 21, 2023, regarding his rent renewal payments to Acima. We have investigated his complaint and provide the following response.
  Pursuant to our records, on October 5, 2021, Mr. ****** entered into an independent third-party retailer - Big O Tires - West Elm St (the “Retailer”) - located in Lebanon, Missouri. While with the Retailer, Mr. ****** applied and was approved for our leasing services. On that same date, Mr. ****** selected property described as “altenator and tire” (the “Property”). On October 5, 2021, Acima purchased the Property, and Mr. ****** electronically entered into a rental-purchase agreement (the “Agreement”) wherein he agreed to rent the Property from Acima. Pursuant to the Agreement, to obtain ownership of the Property, Mr. ****** was required to make 78 weekly rent renewal payments of $21.89, plus an initial rent payment of $25.00, for a total of $1,731.71 (the “Total of Payments”). We have include a copy of Mr. ******’s Agreement for his review.
  Mr. ****** alleges Acima has “started taking out two payments each week. [His] payment per week is $21.89 and [we] have been deducting from my account 3 weeks in a row now $43.78. [He] never authorized a second payment to be deducted from [his] bank account.” We deny this allegation. Pursuant to our records, we have been deducting Mr. ******’s rent renewal payments once per week as is stated in the Agreement. We have included a copy of Mr. ******’s statement of payments for his review.
  Mr. ****** alleges Acima is committing “theft”. We deny this allegation. We confirm that Acima has always and will always follow the terms and conditions of Mr. ******’s Agreement.
  Mr. ******’s desired resolution is for Acima to “mark [his] account paid in full, cease debit attempts or [he] will contact police for fraud.” As of today’s date, we have turned off automatic payments on Mr. ******’s account and we will no longer automatically withdraw any of Mr. ******’s rent renewal payments. This means that, in order for Mr. ******’s lease to be current, he will have to contact Acima directly or make a payment on our online portal in a timely manner. Please note, there is currently a processing rent renewal payment that Acima is unable to stop from drafting. We will not; however, mark Mr. ******’s lease as “paid in full” as he has yet to utilize any of his available purchase options. Once Mr. ****** utilizes a purchase option successfully, his lease will be noted as purchased. 
  As we have addressed all allegations, we consider this complaint closed. As of today’s writing, Mr. ****** has paid a total of $1,425.96 in rent and his lease is currently 84 days past-due on rental payments, with a past due rent balance of $827.68. If Mr. ****** has any additional questions or concerns in regards to this complaint, we ask that he provide a response through the BBB’s complaint portal. If Mr. ****** has general questions in regards to his lease and options that are available to him, he may contact our recovery department by phone at ###-###-####.
  
  

  

  Business Response

  Date: 04/14/2023

  Acima (hereinafter “we,” “us,” “our”) received the rejection of our response filed by Mr. ******* ****** through the Better Business Bureau (“BBB”) on March 21, 2023. We have once again investigated his complaint and provide the following response.
  Mr. ****** asks Acima to go “ through the BBB to negotiate payment arrangements. [He wants] a record of it in writing and [he refuses] to do it over the phone.” Due to Acima’s privacy policy,, we are unable to discuss any payment details or make arrangements with Mr. ****** via the BBB complaint portal. If Mr. ****** would like to set up a payment arrangement, he may do so by contacting Acima at ###-###-####. We additionally note that our system automatically sends customers confirmation via email of any payment arrangements made. Mr. ****** may also prefer to utilize the Acima customer portal, located at **************** to view his lease and make one-time payments. 
  Mr. ****** claims he would “ like to know where [we] are coming up with $150. . . According to the contract Late Payment fees is $5 per missed payment. So 14 missed payments is only $70, that means [we] are charging an extra $80 for something that has not been disclosed.” Please note, Mr. ****** had more than 14 late rent renewal payments.  Missed payments not made within 5 business days of the renewal date are assessed a fee of $5.00. Additionally, failed renewal payments accrued an NSF fee of $25.00. This information is fully disclosed in paragraph 4 of the Agreement titled, “Other Charges.” We confirm that Mr. ****** has incurred a total of $155.00 in late payments due to having 31 late rent renewal payments. We confirm that this is shown in Mr. ******’s statement of payments, and we encourage him to thoroughly review that document so he may accurately understand his payment history with Acima. We include again the previously provided copy of Mr. ******’s statement of payments for review. 
  If Mr. ****** has any additional questions or concerns, or would like to set up a payment arrangement, he may contact our recovery department at ###-###-####.
  
  

  Customer Answer

  Date: 04/17/2023

  
  Complaint: ********
  
  I am rejecting this response because: I understand the reason behind their internal practices. But I would have no legal protections with a verbal agreement. Therefor as it is now they will just have to sit and wait till I have the money to pay them in full.
  
  Sincerely,
  
  ******* ******

• Initial Complaint

  Date:03/21/2023

  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.

  On March 17 i setup a payment to pay of my remaining balance of ****** for early payment payoff. For someone reason it failed. I did see a full refund on my account and wondered why it was sent back. If I did not have enough funds in my account how did the full amount get refunded? Now Acima is trying to charge me over 100 dollars more to pay this bed off. I am highly upset with this and do not think it is fair to have me pay more when I had the money to pay the lease off at the early payment day. I reached out to Acima on Tuesday 3/21 regarding this and they told me their was nothing they could do and when I asked to speak with a supervisor the customer service rep told me no one was available and got rude and stated I would have to call back in 5 to ******************************************************************************************** the future if they can not resolve this issue. My lease # is ********. I should not be charged and extra $100 when I was able to pay if off on the actual date it was due.

  

  Business Response

  Date: 03/31/2023

  Acima (hereinafter we, us, our) received the complaint filed by *************************** through the Better Business Bureau (BBB) on March 22, 2023, regarding the purchase of her rental-purchase agreement (the Agreement) with Acima. We investigated her complaint and despite numerous attempts to reach **************** directly by phone, we were unsuccessful. Without the ability to communicate with ****************, we are unable to resolve this complaint. As such, we consider this complaint closed. **************** may contact Acima at ************** by April 14, 2023, so we may discuss with her our proposed resolution.

• Initial Complaint

  Date:03/20/2023

  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.

  1. I bought my 2 couches with Ashley ********* for less and the transaction and request Acima for financing was through the website I never saw the product and Ashley ********* has the policy to return it if you dont want it even though if the costumer is making payment they will return the money.2. When I contacted ****** they were telling me all the time that the pick up of my 2 items was scheduled and some was gonna come and pick it up and this never happened and I called repetitive times until the return policy hits and they told me I cant return it anymore too late.3. I contact Acima shared my case with evidence of my conversation and they offered me a discount of $100 because the account was 90% to get paid off but I shared with them that I didnt want the couches anymore and then they offered me to come pick it up and no money back and of course I didnt accept because I didnt want to lose my money about $1000 paid off and just give it to them as a gift in order to close the account and the case 4. I denied paying the rest of the amount I owed to them because I had to kept something I didnt want to because ****** failed with their policies and agreements and they kept sending me email and calls and pulling money out of my account until this day since everything started I paid off around $1250. 5. I want a resolution because Acima keeps calling and telling me the account is in collection and charging me $1500 more on top of the $1250 I already paid and when I called they offered me to pay $1000 only and they think thats a good deal when I didnt want the couches at all but now that I paid for them of course I have to keep them. For you information I made all my payments on time until the day I couldnt handle ****** with all the lies and Acima with their ridiculous fees and stuff they were putting on top of me knowing ****** ripped me off

  

  Business Response

  Date: 03/22/2023

  Acima (hereinafter us, we, our) received the complaint filed by ***************************** through the Better Business Bureau (BBB) on March 20, 2023. We investigated his complaint and prepared the following response.
  
  ******************** entered into a written contract in the form of a rental-purchase agreement that contained all disclosures mandated by applicable state law. Acima has reviewed this complaint and determined that Mr. ********* primary concern is regarding certain contractual obligations stated in the Agreement, which he has failed to comply with. 
  
  Pursuant to ************************ listed desired settlement to not be contacted, we placed a do not contact order on this account. 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: 03/22/2023

   
  Complaint: 19622361
  
  I am rejecting this response because: When I call cima to resolve the issue or make a payment agreement they say nothing they can do and to talk with a supervisor and when I do the supervisor is in the same page of everyone there and says to pay the amount I owe but they dont understand why I stop making my payments and this is because ****** didnt complied with its return policy. What I want from cima is next.

  1. Acima to make commitment  here in this conversation between the BBB and me, to provide all the amount they deducted from my bank account and provide the total amount of the products coming from acima match it then after providing all this information come to me with a realistic proposal in order for me to pay and close this case. I rather do it this way since is the only way to leave proof of their real commitment and not me going there call and explain my self for the 50th time to a different agent and no getting results from them 
  
  Sincerely,
  
  *************************

  

  Business Response

  Date: 03/24/2023

  Acima (hereinafter us, we, our) received the rejection of our response filed by ***************************** through the Better Business Bureau (BBB) on March 23, 2023. Our records indicate that ******************** has not contacted us as requested. We are eagerly waiting to hear from ******************** and to work with him until a mutually satisfactory resolution is reached. ******************** may contact us at **************.

  Customer Answer

  Date: 03/28/2023

   
  Complaint: 19622361
  
  I am rejecting this response because: Im waiting for Acima to share with the BBB whats the plan they have for me and the resolution, Im tired of calling every single time and get the same answer or a ridiculous settlement for triple the price of the items. For me calling Acima and no having the BBB involved in the call for them to see what Im going through is not warranty of resolution. Leave your ideas clear here just the way I did and then Ill call to pay whatever settlement you have for me. I need everything documented. Let me know and Ill be more than happy to call Acima.
  
  Sincerely,
  
  *************************

  

  Business Response

  Date: 03/28/2023

  Acima (hereinafter us, we, our) received the second rejection of our response filed by ***************************** through the Better Business Bureau (BBB) on March 28, 2023. ******************** expresses his desire for us to indicate a specific resolution within our response. As stated in our previous response, we wish to work with ******************** until a mutually satisfactory resolution is reached, whatever that *** be. As such, we will not limit Mr. ********* options by offering one specific resolution. ******************** *** contact us at **************.