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:03/16/2023

  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 washer and dryer and used Acima to finance. I have used them before and paid the loan off using the early purchase option. This time I paid a large sum in December and my auto withdrawals for ******* and February would have paid the item off in full prior to the early purchase deadline. Acima instead credited me for several months of payments and cancelled my auto withdrawal without notifying me. When the early purchase date passed I was notified I owed twice the original amount that I purchased the items for. I spoke to at least 5 agents who were unwilling to help or transfer me to a higher authority. This company is corrupt and will be receiving no more $ from me. The lack of notification when it was clear my intentions were to pay the item off is utterly disgusting and I will recommend all friends and family stay away from utilizing this company.

  

  Business Response

  Date: 03/22/2023

  Acima (hereinafter us, we, our) received the complaint filed by ************************* through the Better Business Bureau (BBB) on March 16, 2023. We investigated his 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 March 31, 2023, so we may discuss with him our proposed resolution. 
  
  

• Initial Complaint

  Date:03/12/2023

  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 have been thoroughly reviewing my credit report and I notice unverifiable and inaccurate information that has been showing up on my credit report for more than 30 days. These account listed below have violated my rights. This account is in violation of not reporting 100% accurately. . Regarding the Account Name AMICA DIGITAL FKA Simple, Account Number: ********* In addition, according with ******* Reporting Act, the Consumers can receive damages if there is a violation of the ***** whether the violation was intentional or not. The damages that a consumer may receive are not subject to any limit; however, damages are generally between $100 and $1,000 without any proof that the consumer suffered harm from the violation In accordance with the Fair Reporting Act, everything has to be 100% accurate on my credit report and Under 15 U.S code ****e (b) states that b) Accuracy of report Whenever a consumer reporting agency prepares a consumer report it shall follow reasonable procedures to assure maximum possible accuracy of the information concerning the individual about whom the report relates.and 15 U.S code ****i(5) states that (5) Treatment of inaccurate or unverifiable information(A) In general If, after any reinvestigation under paragraph (1) of any information disputed by a consumer, an item of the information is found to be inaccurate or incomplete or cannot be verified, the consumer reporting agency shall(i) promptly delete that item of information from the file of the consumer, or modify that item of information, as appropriate, based on the results of the reinvestigation; and Delete these accounts off my report or pay me $1000 dollars for each violation

  

  Business Response

  Date: 03/14/2023

  Acima (hereinafter “us,” “we,” “our”) received the complaint filed by Mr. ***** ******** through the Better Business Bureau (“BBB”) on March 12, 2023. We investigated his complaint and prepared the following response.
  
  Mr. ********’ desired resolution is a correction to his credit report. Mr. ******** does not state what information on his credit report is allegedly inaccurate. As such, Acima is unable to address their concerns. To the extent a response is required, Mr. ******** should file his dispute through the credit reporting agencies, 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 us at ###-###-#### with additional questions.
  

  Customer Answer

  Date: 03/15/2023

  
  Complaint: ********
  
  I am rejecting this response because:
  This company Has reported inaccuratcys on my report . Such as my payment history .
  Sincerely,
  
  ***** ********

  

  Business Response

  Date: 03/15/2023

  Acima (hereinafter “us,” “we,” “our”) received the rejection of our response filed by Mr. ***** ******** through the Better Business Bureau (“BBB”) on March 15, 2023. We investigated his complaint and prepared the following response.
  
  Mr. ******** alleges we have “reported inaccuratcys[sic] on [his] report . Such as [his] payment history .” Upon receipt of the present complaint, we investigated our reporting of Mr. ********’ payment history and confirm it is accurate.
  
  As we have addressed Mr. ********’ allegations, we consider this complaint closed. Mr. ******** may contact us at ###-###-#### with additional questions.
  
  

• Initial Complaint

  Date:03/12/2023

  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.

  The business told me we would settle for 720$ . I thought this was set up and come to find out the agent never set this up. Now I owe 4000$ for a 1800$ purchase.

  

  Business Response

  Date: 03/13/2023

  Acima (hereinafter us, we, our) received the complaint filed by Mr. *********************** through the Better Business Bureau (BBB) on March 12, 2023. We investigated his complaint and confirm ******************** concern has been resolved. As such, we consider this complaint closed. ****************** may contact us at ************** with any additional questions.

• Initial Complaint

  Date:03/09/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased air conditioners at whitco in spring 2020. I paid off the lease and then my account said I owed 1 cent. I attempted to pay this 1 cent three times ( attached doc) When I went to look at the account to maybe use it for furniture it said it was delinquent and I needed to contact them. So I did. That same day. I was told I owed over $150 . I explained I never knew that, how would I know - it doesn't say it on the online account, I have not received any documents outlining the charges: the person named " Jamil" said " you wouldn't, only we can" Then I asked how was I to know there were fees or charges if I had no idea of knowing? Jamil didn't have a response. I asked him if he could send me a statement through email outline these charges and he said " we don't do that. It will take weeks to get that sent" I was very perplexed. Then he asked if He waved some fees if i wanted to pay now. I said I would like to understand how I am responsible for charges I had no idea about for over a year now. He did not have an answer. I asked for him to send the email even if It took a while. As of 3/9/23 I have not received anything in regards to the amount in fees or any form of communication. Then I get an email ( attached) saying Acima would like to offer me a settlement of $493 !!! I paid off this purchase over a year ago!!! 3 weeks ago was told I had fees to pay off of $150 and now Im being told I owe $493!!! So, I called the company. They told me the same as Jamil did back three weeks ago. They cant email me a statement, it's my responsibility to call in and see what I owe. They could not answer how would I know if my billing was only showing 1 cent ( attached) after I paid the full amount. He did he couldn't answer that and if I wanted to " get it out of my hair" he would reduce Some fees. I said I'm Not paying anything that I don't have an invoice for. This is wrong. I want these eliminated on my account. There Is foul play somewhere and it's unsettling.

  

  Business Response

  Date: 03/15/2023

  Acima (hereinafter “us,” “we,” “our”) received the complaint filed by Ms. ******* *********** through the Better Business Bureau (“BBB”) on March 9, 2023. Despite numerous attempts, Acima has been unable to reach Ms. *********** to resolve this complaint. Without the ability to communicate with Ms. ***********, we are unable to resolve this complaint. As such, we consider this complaint closed. Ms. *********** may contact Acima at ###-###-#### in order to resolve this complaint.

• Initial Complaint

  Date:03/07/2023

  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 DIGITAL FKA SIMP engaging in unlawful extortion means by knowingly furnishing false and misleading information while having reasonable cause to believe the information is inaccurate. I have reason to believe this was done to coerce me to make payments of an alleged debt without proof of claim. I am aware that nothing under the Fair Credit Reporting Act REQUIRES a financial institution to furnish negative information to a consumer reporting agency. I DID NOT and I DO NOT consent to any negative information being disclosed to nonaffiliated third parties without my lawful authority. ACIMA DIGITAL FKA SIMP and the consumer reporting agencies involved have used my nonpublic personal information without my lawful authority to bring harm to me and my financial reputation. ACIMA DIGITAL FKA SIMP along with the help of the *************************** are knowingly and willingly committing aggravated identity theft to collect on an extension of credit and punish me for nonpayment thereof. This is a violation of 18 U.S. Code 1028A and 18 U.S. Code 894 and everyone involved shall be held criminally liable for engaging in racketeering activity. I am aware that ACIMA DIGITAL FKA SIMP has listed this account as a charge-off. I am requesting that you provide me with: verification of this alleged debt (proof that its owed), audit certification of debt entry in accordance with GAAP, audit certification of debt entry in accordance with IRS Publication 583, Proof of loss, Money audit trail as defined under 12 U.S. Code ****, Billing error and any documentary evidence as defined under 15 U.S. Code 44.This is my last and final attempt to address this matter before escalating this matter to a ************* District Court and ensuring that everyone involved in this conspiracy is brought up on charges.This is my written instruction:Delete all negative information from my consumer report.Account Number: *******

  

  Business Response

  Date: 03/09/2023

  Acima (hereinafter us, we, our) received the complaint filed by *********************** through the Better Business Bureau (BBB) on March 7, 2023, alleging he did not authorize our reporting of his lease to the credit bureaus. ************ entered into a written contract in the form of a rental agreement (the Agreement) with Acima, wherein he agreed that Acima would report to the credit bureau upon signing the Agreement. Therefore, we confirm Acima is authorized to report and deny ************** allegation that he did not consent to our reporting. 
  
  As it relates to ************** requests for documentation, we confirm we have provided him with all applicable requested documentation separately.
  
  As we have addressed Mr. ****** allegations, we consider this complaint closed. ************ may contact us at ************** with additional questions.
  

• Initial Complaint

  Date:03/06/2023

  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 do not have the debt listed with this company Acima Digital. The company has also failed to provide me original documentation with proof of this debt or amount owed as demanded.

  

  Business Response

  Date: 03/09/2023

  Acima (hereinafter us, we, our) received the complaint filed by ************ ********************************* through the Better Business Bureau (BBB) on March 6, 2023. We investigated her complaint and prepared the following response.
  
  ********************** alleges that she does not have the debt listed with this company Acima Digital. Pursuant to our records on December 2, 2020, ********************** entered an independent third-party retailer Badcock (the Retailer) located in *************, *******. While with the Retailer, she applied and was approved for our leasing services. On that same date, ********************** selected property described as lab top computer (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. Pursuant to the Agreement, to obtain ownership of the Property ********************** was required to make 26 biweekly rent renewal payments of $108.96 before tax, plus an initial rent payment of $50.00 before tax, for a total of $2,882.88 (the Total Cost) before tax.
  
  Acima takes identity theft allegations very seriously. If ********************** is alleging identity theft, we request that she provide us with any documentation substantiating her allegation, including a full police report, at ******************************* Upon receipt of the requested documentation, we will further investigate her allegation. If it is determined that in fact it is a fraudulent account, we will terminate this account and remove all reporting of it from the credit bureau. Absent proof of fraudulent activity, we will not terminate the account or remove our reporting. We paused our reporting of this account for 30 days while we await the requested information. Please note, Experian is the only major credit bureau to which Acima reports.  
  
  ********************** alleges that [we have] also failed to provide [her] original documentation with proof of this debt or amount owed as demanded. We reviewed her account and we do not have 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 ******************************* 
  
  As we are awaiting additional documentation, we consider this complaint closed. If ********************** has any questions or concerns in regard to her Agreement or would like to explore any purchase, termination, or settlement options that *** be available to her, she *** contact our recovery department by phone at **************.
  

• Initial Complaint

  Date:03/02/2023

  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 was buying new living room furniture. I do not like to shop so I looked online for what I wanted and got credit through Progressive Leasing. I went to Ashley to look at the fabric and make sure the one I wanted fit my space. This was in January. I bought a sectional and an ottoman, but was told the store does not take Progressive Leasing and that I had to apply for Acima Leasing. I went ahead and did so and had to pay a fee for the process. I was approved and we wrapped up the deal. I get anxiety when shopping and dealing with large purchases, therefore I was a little overwhelmed at the store. When I was home the next day I went back online and realized I was overcharged at the store. My cart had the same 3 pieces I bought in the store but the price was $800 cheaper online. I tried calling and you cannot get through to the store. I went in, they gave me a price adjustment but said I had to come back the next day to sign the new contract. They had to cancel my old order with the financing and redo the order but the new order cannot be financed until the other contract was voided, which would happen after midnight. I was not happy about coming back and I just decided to order the furniture myself online and use my original Progressive leasing funds. I called Acima and cancelled the financing. I called a week later to Acima and made sure my financing was cancelled and was reassured that it was. Again, I cannot get ahold of the store for any help. This was the beginning of February. I had my furniture delivered. I have already paid off my Progressive lease and then I received an email from Acima yesterday, March 1 welcoming me and all about my new lease and my payments. I called them last night and they denied I had ever called and spoke to anyone on any occassion. The only proof I have is my phone records of me being on the phone with them, on two separate occassions for an extended time. I am being asked to pay for my furniture twice from two different leasing places and Ashley is no help. I plan on putting a stop on Acima extracting funds rom my account, but my credit may be wrecked and I cannot have that.

  

  Business Response

  Date: 03/03/2023

  Acima (hereinafter “us,” “we,” “our”) received the complaint filed by Ms. ******* ******* through the Better Business Bureau (“BBB”) on March 2, 2023. We investigated her complaint and prepared the following response.

  
  Ms. ******* alleges that she used an alternative rent-to-own company to lease the sectional and ottoman (the “Property”) subject to the rental-purchase agreement (the “Agreement”) she entered into with Acima. We reviewed the attachments included with Ms. *******’s complaint and determined they are insufficient to substantiate her claims. As such, we encourage her to continue working with our resolutions department in providing the requested documentation.
  

  
  

  Customer Answer

  Date: 03/15/2023

  
  Complaint: ********
  
  I am rejecting this response because:Good morning, it seems no matter what proof I have Acima will not recognize that Ashley Furniture is scamming. I am the one that has to pay the price. I have no power. I have met with my bank and as soon as the first payment is withdrew I will be filing fraud charges and blocking them from my account. I will also have to take a hit on my credit, but I cannot give in and pay twice for my furniture nor will I let them take advantage of me. The consumer has no power, big business can do whatever they want and the common person must pay the price. I cannot believe this is happening. 
  Sincerely,
  
  ******* *******

  

  Business Response

  Date: 03/15/2023

  Acima (hereinafter “us,” “we,” “our”) received the second rejection of our response filed by Ms. ******* ******* through the Better Business Bureau (“BBB”) on March 15, 2023. Despite our efforts, Ms. ******* refuses to cooperate with our request that she provide a copy of her agreement with the alternative rent-to-own company, to substantiate her claims. As such, we consider this matter closed.

• Initial Complaint

  Date:02/24/2023

  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.

  I signed this lease agreement on 10/15/22 at car stuff unlimited. I specifically asked the business about the lease agreement I was signing. I said this looks like Ill have to pay back almost double the amount of the merchandise Im signing for. They told me this was not the case, they said ***** only have to pay that much if you miss or are late on one of they payments then showed me on their computer screen the amount of total purchase. Then I was told As long as I dont miss a payment and was on time that was the amount Id be paying back. I found acceptable so I therefore agreed to the leasing agreement. Currently I logged into Acima to see my progress and how many payments I had left knowing I was close to the payoff amount of $1883.17, however Acima is showing me a remaining balance of ******* plus taxes and fees with 16 remaining payments. I have already paid 1452$ in payments over the course of the last 4 months. I do not believe its fair for me to have to payout $4255.96 considering I was told otherwise at the dealership when I specifically asked about the scenario. I was blatantly lied to about the contract and terms of agreement, they led me to believe as long as I didnt miss or was late on a payment. Id only be paying back their desired amount. I have not missed or been late on any payments. I was not contacted by Acima in anyway to make me aware of these stipulations or early buyout options. Is there anything I can do with the given situation?

  

  Business Response

  Date: 03/06/2023

  Acima (hereinafter us, we, our) received the complaint filed by Mr. ************************* through the Better Business Bureau (BBB) on February 24, 2023. ************** entered into a written contract with Acima in the form of a rental-purchase agreement (the Agreement) that contained all disclosures mandated by applicable state law. After a review of this complaint, it appears his primary concern is regarding certain contractual obligations stated in the Agreement. As such, we contacted ************** directly by phone and addressed his listed concerns, as well as provided an in depth description of the Agreement and the terms contained within. 
  
  We consider this matter closed as ************** indicated his understanding of his obligations under the Agreement. If ************** has any additional questions or concerns in regard to this complaint, we ask that he provide a response through the BBBs complaint portal. If ************** has general questions in regard to his lease and options that are available to him, he may contact our customer service department by phone at **************.
  

  Customer Answer

  Date: 03/07/2023

  I do not agree with this, this is why I specifically asked about the pay back amount at the counter of the business and was blatantly lied to by the employee. Again I was told as long as I did not miss or was late on a payment I would only have to pay back the full value of the purchase. I was even shown the amount Id be paying back, this is the only reason I agreed to the terms of the agreement. I was severely mislead, even when asking about the specifics of the terms 
  Complaint: 19491695
  
  I am rejecting this response because:
  
  Sincerely,
  
  *************************

  

  Business Response

  Date: 03/10/2023

  Acima (hereinafter us, we, our) received the rejection of our response filed by Mr. ************************* through the Better Business Bureau (BBB) on March 7, 2023. 
  
  Acima works hard to ensure our partnered retailers are representing Acima's services correctly. We will continue to investigate the retailer and take action as necessary.
  
  Pursuant to the Agreement, to obtain ownership of the leased property ************** was required to make 24 twice monthly rent renewal payments of $175.25 before tax, plus an initial rent payment of $50.00 before tax, for a total of $4,255.96 (the Total of Payments) before tax. Alternatively, he could execute any other early purchase or termination option outlined within the Agreement. Acima offers two Early Purchase Options (EPOs); each of which reduces the cost of ownership to the customer and terminates the Agreement prior to the completion of all scheduled rent renewal payments. The first EPO is a 90-Day EPO wherein a customer can obtain ownership of the property within 90 days of receiving the property by paying the Acima Cash Price and a $25.00 purchase fee. The second EPO stipulates a customer may obtain ownership at any point after the first 90 days by paying a lump sum payment equivalent to 65% of any remaining renewal payments plus any past-due rent. If ************** does not wish to execute a purchase option outlined in the Agreement, he may terminate the Agreement at any time without penalty by returning the Property in accordance with our directions, pursuant to paragraph 9 of the Agreement titled, Termination.
  
  The lease terms and conditions were provided to ************** prior to him entering into the Agreement on March 15, 2022. It was Mr. ****** responsibility to contact us if he required further clarification. By entering into the Agreement, ************** certified that he had reviewed the Agreement and agreed to the terms and conditions contained therein. Further, we sent ************** multiple emails, which disclosed several lease details and directed him to our customer portal which contains all of his lease details including a full copy of his signed Agreement. We can confirm these emails were opened by the recipient. As of todays writing, ************** has not contacted us and we confirm Acima conducted our due diligence to inform and remind ************** of the lease terms and conditions.
  
  Acima has attempted to review the terms of the Agreement with **************. Despite our best efforts to address Mr. ****** 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.
  

• Initial Complaint

  Date:02/14/2023

  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 just found out that my credit report says that I owe them $291.00. I don't have an account with acima fka simp. I haven't borrowed any money from them. I want this mistake removed from my credit report.

  

  Business Response

  Date: 02/16/2023

  Acima (hereinafter we, us, our) received the complaint filed by ******************************* through the Better Business Bureau (BBB) on February 14, 2023, alleging identity theft. We have investigated his complaint and provide the following response.
  **************** is alleging identity theft and claims he has never borrowed any money from [Acima]. Please note, Acima does not provide loans, we are a consumer leasing company. Acima takes fraud allegations very seriously. We request that **************** file a police report and provide us with a full and complete copy of the same so we may continue our investigation of the lease in question. We request he send a copy of the police report, which must include Acima as an affected lease, to ******************************* Or, he may provide us with a ************************ Identity Theft Affidavit (FTC Affidavit). Upon receipt of the requested documentation, we will further investigate his allegation. If it is determined that this lease is in fact fraudulent, we will terminate this lease and remove all reporting of it from the credit bureau. Absent proof of fraudulent activity, we will not terminate the lease or remove our reporting. We have placed a pause of our reporting for 30 days while we await additional documentation. 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 **************** 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 Acima, he may contact our customer service department at **************.
  
  

  Customer Answer

  Date: 02/16/2023

   
  Complaint: 19405557
  
  I am rejecting this response because:
  I have not leased anything from this company. They even misspelled my last name in their answer to you. I repeat that I have not had any dealings with this company.

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

  

  Business Response

  Date: 02/24/2023

  Acima (hereinafter we, us, our) received the rejection of our response filed by ******************************* through the Better Business Bureau (BBB) on February 17, 2023. We have investigated his complaint and provide the following response.
  **************** claims Acima misspelled [his] last name in [our] answer to [the BBB]. We apologize for the error in our previous response.
  **************** is again alleging identity theft and claims he has never leased anything from this company. We previously provided the steps whereby **************** could provide proof of fraud, should he believe the lease associated with his information was created as a result of identity theft. Once again, we encourage **************** to file a police report and provide us with a full and complete copy of the same so we may continue our investigation of the lease in question. We request he send a copy of the police report, which must include Acima as an affected lease, to ******************************* **************** may also provide us with a ************************ Identity Theft Affidavit (FTC Affidavit). Upon receipt of the requested documentation, we will further investigate his allegation. If it is determined that this lease is in fact fraudulent, we will terminate this lease and remove all reporting of it from the credit bureau. Absent proof of fraudulent activity, we will not terminate the lease or remove our reporting. As of February 16, 2023, we have placed a pause of our reporting for 30 days while we await additional documentation. 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 **************** 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 Acima, he may contact our customer service department at **************.
  
  

• Initial Complaint

  Date:02/14/2023

  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 had made a purchase of $580 in November. I was trying to pay off the purchase made yesterday 02.13.23 and noticed I'm being charged a huge amount of fees and interest. I contacted the company and asked why didn't I not receive any notice letting me know in regards to the 3 month early purchase expiring and instead they would be adding all these fees. The representative was really unhelpful and stated they do not send any emails or notices and that I was supposed to know. I then requested a supervisor or manager who then stated the same they do not send notices or any messages reminding customers of their early purchase date coming to an end. Now making the math I should only owe around $180 to pay and I was charged $331. I asked to speak to a higher up and was transferred to a supervisor because no one else is available. I paid the amount because don't want any fees or interest to keep growing. Now I don't agree with the fees I'm being charged and I should be only paying for the amount owed. Carlos representative # ****** didn't want to transfer me to higher manager and wasn't helpful at all. I would like my fees refunded and a notice stating this account is closed because Carlos also stated that he couldn't send an email with confirmation that the account was paid and closed .

  

  Business Response

  Date: 02/16/2023

  Acima (hereinafter “us,” “we,” “our”) received the complaint filed by Ms. ***** ***** through the Better Business Bureau (“BBB”) on February 14, 2023. We investigated her complaint and prepared the following response.
  
  Ms. ***** alleges that she made a “purchase” in November and that she is being charged “interest.” For clarification, Acima does not charge interest. Further, Ms. ***** did not make the referenced purchase in November. Rather, she elected to use Acima’s rental services, wherein Acima purchased items selected by Ms. ***** and she took possession of the items after entering into a rental-purchase agreement with Acima. We provide the following details related to the rental-purchase agreement Ms. ***** entered into with Acima.
  
  On November 4, 2022, Ms. ***** entered an independent third-party retailer – Itzel's Jewelry (the “Retailer”) – located in Los Angeles, California. While with the Retailer, she applied and was approved for our leasing services. On November 6, 2022, Ms. ***** selected property described as “2 Fancy V Bracelets,Fancy Small Huggies CC” (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.
  
  Acima also offers two Early Purchase Options (“EPOs”); each of which reduces the cost of ownership to the customer and terminates the Agreement prior to the completion of all scheduled rent renewal payments. The first EPO is a 3 Month EPO wherein a customer can obtain ownership of the property within 3 months of receiving the property by paying the Acima Cash Price and a $20.00 processing fee. Ms. *****’ 3 Month EPO expired on February 9, 2023. The second EPO is irrelevant to this complaint but is detailed in paragraph 3 of the Agreement.
  
  Ms. ***** alleges that “[she] contacted [us] and asked why didn't [she] not [sic] receive any
  notice letting [her] know in regards to the 3 month early purchase expiring.” Although it is a customer's responsibility to be aware of their lease details, on November 10, 2022, Acima emailed Ms. ***** a “Welcome to Acima” email which disclosed several lease details, including the expiration date of her 3 Month EPO. Additionally, on November 16, 2022, Acima emailed Ms. ***** an “Acima Early Purchase Option Reminder” email. These emails were sent to the address Ms. ***** provided during the application process and listed on this complaint. We can also confirm that these emails were opened by the recipient. As such, we deny her allegation that she did not receive notice of her 3 Month EPO expiration date. 
  
  Ms. ***** alleges that “[she] should only owe around $180 to pay and [she] was charged $331.” “[She] [doesn't] agree with the fees [she’s] being charged and [she] should be only paying for the amount owed.” Pursuant to our records, Ms. ***** purchased her lease on February 14, 2023, after the expiration of her 3 Month EPO. As a courtesy to customers, Acima offers an extension of the 3 Month EPO if the purchase is completed within 7 days of the expiration date. In requesting an extension of the 3 Month EPO, customers are asking us to alter the terms of the original Agreement, which we are willing to do for an associated fee. It is Acima policy to apply a $100 extension fee if a customer wishes to alter the terms of their Agreement by extending the 3 Month EPO. We confirm the final purchase payment of $331.22 Ms. ***** made on February 14, 2023, was the amount necessary to meet the 3 Month EPO plus the $100.00 extension fee. 
  
  Ms. ***** makes several allegations regarding Acima agents. We confirm that we consistently provided Ms. ***** with accurate information and that she spoke with a supervisor upon her request.
  
  Ms. *****’ listed desired settlement is for a refund. Given the facts stated above we confirm she is not entitled to a refund, as such we will not grant this request. Additionally, as we confirm Ms. ***** has obtained ownership of the Property and also received our automated paid-in-full receipt email as confirmation of such, we consider this matter closed.
  
  If Ms. ***** has any further questions surrounding her closed lease, she may contact our customer service department at ###-###-####.
  

  

  Business Response

  Date: 02/22/2023

  Acima (hereinafter “us,” “we,” “our”) received the second rejection of our response filed by Ms. ***** ***** through the Better Business Bureau (“BBB”) on February 22, 2023. As we confirmed we consistently provided Ms. ***** with accurate information, she purchased the lease, and she is not entitled to a refund, we consider this matter closed. Ms. ***** may contact our customer service department at ###-###-#### with any questions.

  Customer Answer

  Date: 02/22/2023

  
  Complaint: ********
  
  I am rejecting this response because:

  This matter is not closed . I should not pay such high amount due to the bad service and non communication your company provides. I would like someone from higher management to contact me. I dont a supervisor or a regular staff member.  

  I hope someone does contact me and not be denied to speak to someone higher like I have the other times I have contacted your company. 
  
  Sincerely,
  
  ***** *****