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:02/04/2023

  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.

  *** attempted to resolve this matter via phone without resolve. I was charged a $25 past due fee because my payment was not automated. However every payment was made on the due date, not the day after. I keep my debit card locked due to previous unauthorized transactions. So my account is being flagged as past due $75 for late fees when the payments were made ON TIME. All I asked was that my account be marked current because IT IS. Every payment was paid ON THE DUE DATE.

  

  Business Response

  Date: 02/06/2023

  Acima (hereinafter us, we, our) received the complaint filed by ***************************************** through the Better Business Bureau (BBB) on February 4, 2023. We investigated ******************** complaint, reached out to her directly via phone, and resolved her concerns. As such, we consider this matter closed. We appreciate ******************** business and if she has any additional questions or concerns, she may contact our customer service department by phone at **************, or by chat at www.acima.com.

• Initial Complaint

  Date:02/02/2023

  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 checked my credit report as I do occasionally and found a delinquent account with this company saying I owed around $300. I have never heard of this company before, I have never done business with them, and have no idea how I have this negative amount attached to my name.

  

  Business Response

  Date: 02/02/2023

  Acima (hereinafter we, us, our) received the complaint filed by ************************* through the Better Business Bureau (BBB) on February 2, 2023, alleging identity theft. We have investigated her complaint and provide the following response.
  ************ is alleging identity theft. Acima takes fraud allegations very seriously. We request ************ file a police report and provide us with a full and complete copy of the same so we may continue our investigation of this lease. We request she send a copy of the police report, which must include Acima as an affected lease, to ******************************* Or, she may provide us with a ************************ Identity Theft Affidavit (FTC Affidavit). Upon receipt of the requested documentation, we will further investigate her 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 paused 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 obtains the requested documentation, she may contact our fraud department at *******************************

• Initial Complaint

  Date:01/14/2023

  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.

  I love Acima. I've used them in the past for a purchase and it was super easy. However, my newest lease isn't correct. On December 30th, 2022 I proceeded to lease a washing machine at **************** here in *************, **. I signed my Acima lease that day. It's lease #********. On December 31st, 2022 - I received an email from Acima with my lease terms, etc. I plan on using the early 90 purchase option which Acima states that the lease expires March 30th, 2023. That's NOT correct. Per Acima's website, it states "Acima offers a 90-day early purchase option (3-month purchase option in **********), which begins on the date you receive your merchandise and expires 90 days (3 months in **********) later. ". The key phrase here is "BEGINS ON THE DATE THAT YOU RECEIVE YOUR MERCHANDISE." My merchandise wasn't delivered until January 2, 2023 (which can be confirmed with the store). With that being said, my lease actually doesn't expire until April 1st, 2023. It's only a couple of days difference BUT it makes a huge difference to me because I get paid at the end of the month. Hopefully Acima can can correct this issue and update my lease terms.

  

  Business Response

  Date: 01/16/2023

  Acima (hereinafter us, we, our) received the complaint filed by Ms. ***************************** through the Better Business Bureau (BBB) on January 14, 2023. We investigated her complaint and prepared the following response.
  
  ****************** alleges [her] merchandise wasn't delivered until January 2, 2023, therefore her 90-Day Early Purchase Option (EPO) shouldnt expire until April 1st, 2023. Pursuant to our records, *************** (the Retailer) confirmed the delivery date as December 30, 2022. Correspondingly, Ms. ******** 90-Day EPO was set to expire on March 30, 2023. In good faith and as a courtesy to ******************, we adjusted the delivery date to reflect January 2, 2023. As such, ****************** has until April 2, 2023 to exercise her 90-Day EPO.
  
  We consider this matter closed as we granted Ms. ******** desired settlement. We appreciate her business. If ****************** has any further questions, she may contact our customer service department by phone at ************** or by chat at *************************************.

  Customer Answer

  Date: 01/17/2023

   
  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:01/13/2023

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I bought some furniture at Ashley ********* in ***********. I didnt get the apartment I was applying for so I want to cancel my order. They gave me the bed to take off the floor and they would deliver the rest. Eventually I didnt get yhe rest of the furniture so I do get to cancel it. I kept calling saying I wanted to bring the bed back because I had nowhere to put it. I did talk to someone and she said they would pick up the bed. I was even willing to return the bed. I dont have anywhere for the bed. Not Acima is charging me for the bed. Its really messed up my credit score I have talked to numeral people telling me different things. I only want this solve to return the bed

  

  Business Response

  Date: 01/13/2023

  Acima (hereinafter us, we, our) received the complaint filed by *************************** through the Better Business Bureau (BBB) on January 13, 2023. We investigated her complaint and prepared the following response.
  
  On March 24, 2022, ****************** entered an independent third-party retailer ****** (the Retailer) located in ********, **********. While with the Retailer, she applied and was approved for our leasing services. On that same date, ****************** selected several items totaling $1,603.25. Acima purchased the items, 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 14, 2022, ****************** first indicated to us that she had not received all the items subject to the Agreement. On November 22, 2022, Acima received an adjusted invoice from the Retailer which reflected a queen *** and mattress only, totaling $783.85. We correspondingly adjusted the amounts contained in Ms. ******** original Agreement, to only account for the *** and mattress. We are not at fault for Ms. ******** and the Retailers failure to notify us of undelivered items in a timely manner. 
  
  ****************** states Acima is charging [her] for the ***. This is true. Pursuant to paragraph 9 of the Agreement titled Minimum Rental Period, she must pay for the time she possessed the items.
  
  We conducted a thorough review of Ms. ******** communications with us and during these interactions, she alleges the Agreement should be canceled in its entirety; however, she acknowledges having possession of the ***. Upon receipt of the present complaint, we believe ****************** wishes to terminate the lease pursuant to paragraph 10 of the Agreement titled, Termination. We apologize if there were any miscommunications surrounding Ms. ******** wishes to terminate the Agreement. As ****************** has previously requested Acima no longer contact her, we encourage her to contact us at ************** so we may discuss with her the steps we have taken to resolve this matter as well as the steps required to initiate a termination pursuant to the Agreement, should that be the option ****************** chooses to pursue.
  

  Customer Answer

  Date: 01/17/2023

   
  Complaint: 18808262
  
  I am rejecting this response because:
  
  Sincerely,
  
  ***********************

  Customer Answer

  Date: 01/17/2023

  I responded to ****** in July when they were to deliver the furniture. I told them I didnt get the apartment.  So I ask can they cancel the whole order.  I responded ok.  ****** said that the whole order will be cancel.  They also sent me a canvas letter to my email.  So when I kept calling ****** telling them to come pickup the bed I spoke to ****** from customer service she said that they will come pick it up.  I also ask can I bring it back I have nowhere to put the back up m homeless. She gave me a claim number saying someone will call to come pick up the bed *******.    Like I said I been informing ****** send 7/2022  about the bed it wasnt November.  I cant afford this bed.  It has brought my credit score really down    Thank you

  

  Business Response

  Date: 01/18/2023

  Acima (hereinafter us, we, our) received the rejection of our response filed by *************************** through the Better Business Bureau (BBB) on January 18, 2023. We investigated her complaint and prepared the following response.
  
  ****************** alleges that in July she arranged a pick up of the bed with the Retailer. As ****************** has possession of the bed and mattress, we are unable to cancel the lease. Furthermore, as we do not have any involvement with the alleged arrangement between ****************** and the Retailer, we are not able to comment on the matter. ****************** may contact the Retailer directly to inform them of her desire to have the bed and mattress picked up or alternatively, as indicated in our previous response, we encourage her to contact us at **************.
  
  We consider this matter closed as ****************** has possession of the bed and mattress. If ****************** has any questions related to her lease, she may contact us at the phone number listed above.
  

  Customer Answer

  Date: 01/19/2023

   
  Complaint: 18808262
  
  I am rejecting this response because:
  
  Sincerely,
  
  ***********************.   Every time I call ****** they tell me the whole order is cancelled. Someone from ****** even put in a claim so they can pick it up.  I even said I would bring the bed back.  Im homeless I have nowhere to put the bed.  I dont understand why Acima is messing up my credit.    Claim number ********. This is from Arlett at Ashley 

  

  Business Response

  Date: 01/20/2023

  Acima (hereinafter us, we, our) received the 2nd rejection of our response filed by *************************** through the Better Business Bureau (BBB) on January 20, 2023. In response, we contacted the Retailer and confirmed they will not accept the return of the property in her possession as the bed was a clearance item and not eligible for a return. They also confirmed that the same has been explained to ****************** on multiple occasions; however, she remains unsatisfied. Given these facts, we again encourage ****************** to contact us at ************** so we may discuss with her the steps required to initiate a termination pursuant to the rental-purchase agreement, should that be the option she chooses to pursue.
  
  We consider this matter closed as ****************** has possession of the bed and mattress and we confirm the Retailer will not accept a return of the property. If ****************** has any questions related to her lease, she may contact us at the phone number listed above.
  

• Initial Complaint

  Date:01/07/2023

  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 have used Acima credit since 2020. I purchased furniture utilizing their services. However this time they are unable to explain how I am being charged $180 in taxes . They refused to refund my money. I am very disappointed in the service I have received.

  

  Business Response

  Date: 01/09/2023

  Acima (hereinafter us, we, our) received the complaint filed by Ms. ********************* through the Better Business Bureau (BBB) on January 7, 2023, regarding taxes. We investigated her complaint but were unable to locate a lease in our system under ************** name. Since we are unable to locate a lease matching her name, we cannot conduct a thorough investigation into her claims; however, we can confirm Acima charges and collects tax with each rent renewal payment when required to do so by the state.
  
  If ************** believes she has an account with Acima, we request that she provide more information to locate her account. If the lease is under an alternative leaseholder's name, we request they file the complaint. Upon receipt of such additional information, we will investigate the matter further.

• Initial Complaint

  Date:01/04/2023

  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.

  December 27th 2022 and January 3rd 2023 I received two individual charges for $33.11 for a total of $66.22. I have never sought to use this service nor have I even heard of them before these charges. Their customer service isn't responding to me and I had to stop my debit card due to this.

  

  Business Response

  Date: 01/05/2023

  Acima (hereinafter us, we, our) received the complaint filed by ******************************* through the Better Business Bureau on January 4, 2023. Unfortunately, we are unable to locate the charges in question as **************** has only provided the amount and date of the transactions, but no details surrounding the account ownership or account number itself. With the limited information provided by ****************, we are unable to conduct a thorough investigation into his claims or provide a refund of the unauthorized payments, if necessary. We request that **************** provide us with a full bank statement reflecting the charges at ******************************* Please note, our fraud department will require the bank statement to reflect 
  ****************** full name, the last 4 digits of the account drafted from, the date of the transactions, and the amounts.
  As we are awaiting additional documentation, we consider this matter closed. If **************** has any additional questions related to this matter or obtains the requested documentation, he may contact our fraud department at ******************************* If he has any general questions he may contact our customer service department at **************.

• Initial Complaint

  Date:01/04/2023

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchase some rims in Dec 2021 paid the rims off went full term and when I applied again they gave me the run around .

  

  Business Response

  Date: 01/04/2023

  Acima (hereinafter we, us, our) received the complaint filed by ************************* through the Better Business Bureau (BBB) on January 4, 2023, regarding his incomplete applications. We have investigated his complaint and provide the following response.
  Our records indicate on December 29, 2022, ************** applied for our services through an independent third-party retailer ************************************ (the Retailer) online. Upon submission, his application was marked as incomplete and required additional documentation (paystub within the past 2 months, voided check, current government-issued ID, and a utility bill within the past 2 months) to be submitted in order for the application to be processed.
  ************** alleges I applied again they gave me the run around. We deny this allegation and confirm upon submission of his application, ************** reached out to our processing department and was informed of the documentation required in order to proceed with the application, we are unable to proceed with ************** application absent of the required documentation. We confirm we have not received all the required documentation from ************** as of todays writing.
  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 application or needs assistance providing us with the required documentation in order to proceed with his application, he may contact our processing department by phone at **************.
  
  

• Initial Complaint

  Date:01/02/2023

  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.

  Acima is charging my account fraudulent tax amounts

  

  Business Response

  Date: 01/03/2023

  Acima (hereinafter us, we, our) received the complaint filed by ********************************* through the Better Business Bureau (BBB) on January 3, 2022. We investigated her complaint and prepared the following response.
  
  On September 28, 2022, ****************** entered an independent third-party retailer Jewelry Spot (the Retailer). While with the Retailer, she applied and was approved for our leasing services. On that same date, ****************** selected property described as 10 kt gold chain,s.steel chain (the Property). Acima purchased the Property, and ****************** electronically entered into a lease-purchase agreement (the Agreement) wherein she agreed to rent the Property from Acima. Alternatively, ****************** 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 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. ****************** had a 90-Day EPO purchase price of $725.00 before tax which expired on December 7, 2022. 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.
  
  ****************** alleges that we are charging fraudulent tax amounts. Pursuant to paragraph 2 of the Agreement, titled Payments, Acima charges and collects tax with each Renewal Payment when required to do so by your state. As required by the ***********************, Acima charges and collects sales tax with each rent renewal payment. After a thorough review of ****************** communications with us, it appears ****************** is concerned about the tax amount after an extension fee. As of todays date, ****************** has not executed the 90-Day EPO as outlined in the Agreement; however, as a courtesy to our customers, Acima offers a 7-day extension of the expiration date of the 90-Day EPO for an extension fee of $100.00. We confirm ****************** is being charged the correct tax amount on rent and all applicable fees.
  
  ****************** listed desired settlement is for a billing adjustment. We will not ***** this request as we confirm ****************** is being charged the correct tax amount on rent and all applicable fees. To execute her 90-Day EPO with the extension by January 4, 2023, ****************** can contact us by phone at ************** between the hours of 6:00 am-10:00 pm MT, or by chat at www.acima.com between the hours of 7:00 am-9:00 pm MT.
  

  Customer Answer

  Date: 01/04/2023

   
  Complaint: 18674222
  
  I am rejecting this response because: my tax rate changed three times and the lease does not specify a specific additional fee amount in which I paid an additional $100 an additional taxes for $45 and then $7.
  
  Sincerely,
  
  *****************************

  

  Business Response

  Date: 01/06/2023

  Acima (hereinafter us, we, our) received the rejection of our response filed by ********************************* through the Better Business Bureau (BBB) on January 5, 2023. We investigated her complaint and in this response, we will only address new allegations made.
  
  ****************** states that the lease does not specify a specific additional fee amount in which [she] paid an additional $100. In requesting an extension of the 90-Day EPO, ****************** is asking us to alter the terms of the original Agreement, which we are willing to do, with an associated fee. Please note, this fee is not contemplated in the original Agreement as it is not applicable unless a customer wishes to alter the terms of the Agreement, and the fee is not applicable to customers who exercise the 90-Day EPO within the set 90 day timeframe. It is company policy to apply a $100 extension fee if a customer wishes to alter the terms of their Agreement by extending the 90-Day EPO. As **************** tendered to us the amount necessary to meet her 90-Day EPO plus the extension fee on January 3, 2023, we consider this matter closed. Ownership of the Property was transferred to ****************** and she has no further obligation to Acima in connection with this lease.
  
  If  ****************** has any questions regarding her purchased lease, she may contact our customer service department at **************.
  

  Customer Answer

  Date: 01/09/2023

   
  Complaint: 18674222
  
  I am rejecting this response because: as stated, in my first complaint I was charged three different tax rates three different times, and this was never corrected by Acima. I asked a customer service representative and a manager at Acima and they refused to give me an answer to why they charged me three different rates. As for the fee of $100 fee, my lease did not state this fee rate that was added to my contract . Acima is a very fraudulent company who will create additional fees at their leisure to overcharge their customers. Beware! Its evident my contract is closed because I paid  the additional fee that they fraudulently added to my account and the jewelry that I leased is in my possession because I paid what was due and their fraudulent three different tax rates and their fraudulent fees. To everyone reading this beware!
  
  Sincerely,
  
  *****************************

• Initial Complaint

  Date:12/29/2022

  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.

  We purchased a queen size headboard and mattress from ******'s ********* January 2022, but didn't recieve all parts as they started coming in in February 2022 up til March 2022. We started being charged by Acima and was told we wouldn't until we received all bed parts. ******'s ********* kept delivering wrong pieces to the bed or not delivering at all. We were told we would receive a 10% discount and til this day they haven't applied it. I went into the store June 2022, spoke with ******* from Acima, she told me she had stopped payments from coming out until she could get the correct discount applied and get us all the parts to the bed, as we are missing the slates, hardware, and bulkie board. I didn't hear back from her, I called her back in July 2022, she said they're still working on it. I called her again in August, 2022, she said it's taking some time as they have lots of complaints like ours and that she will get back to me. I never heard back from her and kept calling, nobody would call me back. We applied for a loan today, found out Acima turned us into collections, wrote it off. Never did we receive one call or email from Acima. We went to Ashley ********* store today, spoke with Acima representative, she said ******* no longer works there. So apparently ******* never followed up on anything, stopped payments and put on on the do not call list. So Acima never called us and sent us to collections. My credit score has went down dramatically because of this. I'm beyond furious! I never told Acima ro stop payments, I still have the same bank account information and contact information. I never told Acima to not call me, not once. Now, they don't want to take this off my credit report and remove from collections. This is not ok! Til this day we still haven't received all pieces to the bedroom *********. We really need help with getting this resolved and removed from credit.

  

  Business Response

  Date: 01/05/2023

  Acima (hereinafter we, us, our) received the complaint filed by ******************************* through the Better Business Bureau (BBB) on December 29, 2022, regarding his payment schedule and receipt of the Property under the rental-purchase agreement (the Agreement) he entered into with Acima. Upon receipt of this complaint, we investigated his lease and provide the following response.
  **************** alleges he purchased property. To clarify the nature of the Agreement, we provide the following information. On January 8, 2022, **************** entered an independent third-party retailer Ashley ********* (the Retailer). While with the Retailer, he applied and was approved for our leasing services. On that same date, he selected property described as NEW (1) ****** 12" 1.0 *******************, (1) QUEEN ROLL SLATS, (1) QUEEN ******* FOOTBOARD, (1) QUEEN ***** LED HEADBOARD, (2) UNDERBED ******* (2 REQ), (1) BUNKIE BOARD QUEEN and entered into the Agreement with Acima. The initial Acima Cash Price of the Property is $1,272.82. Acima purchased the Property, and **************** electronically entered into 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 52 lease renewal payments of $52.67 before tax, plus an initial rent payment of $49.00 before tax for a total of $2,787.48 (the Total of Payments) before tax or exercise an early-purchase option. Please note, **************** did not purchase the Property, Acima is the owner of the Property until **************** chooses to exercise a purchase option. 
  **************** states he was told he would not be charged until he received the entirety of the Property. We additionally confirm we do not begin customers payment schedules until the Retailer confirms all property has been received. Pursuant to our records, on February 8, 2022, **************** informed us he did not have the entirety of the Property. **************** was not making payments at that time, as we were waiting for confirmation of delivery. **************** asked if we could adjust the lease amounts, and we informed him we needed an updated invoice from the retailer in order to make changes. On May 10, 2022, we received confirmation from the retailer that the Property was delivered in full, and as such began ****************** renewal payment schedule. 
  On June 3, 2022, **************** contacted Acima to follow up, we informed him we would place his lease with our resolutions department, and he would receive a callback. We attempted to contact **************** by phone on June 4, 2022, June 5, 2022, June 6, 2022, and received a call back from ****************** wife, whom he had previously authorized on his lease. She indicated she was still having difficulty with the Retailer and hadnt received the entirety of the Property. On June 7, 2022, we confirmed with the Retailer that **************** had switched some of the items of Property, but that he did, in fact, have the entirety of the Property. On June 9, 2022, the Retailer further provided confirmation of the invoice amounts and a signed proof of delivery for the Property. 
  **************** alleges he was told he would receive a 10% discount, but still hasnt received it. On June 9, 2022, the Retailer provided an updated invoice along with the signed proof of delivery, confirming the items remaining on the lease and that the amounts were correct. We note that the retailer invoice reflects a 20% discount on the invoice amount, which would have been a 20% discount from the price had **************** purchased the Property directly from the Retailer. If **************** believes a discount is still necessary, we encourage him to work directly with the retailer on this. 
  **************** states when working directly with the Retailer, he was informed that automatic payments were stopped until the issue was resolved. **************** also goes on to state that he did not tell Acima to stop payments. We reviewed our records and while we confirm **************** did not contact Acima to request to stop payments, pursuant to his complaint he was aware that payments were stopped. **************** did not contact Acima to request that payments be resumed. If **************** would prefer to have his rent renewal payments drafted automatically, we request he contact our customer service department by phone and provide authorization for us to do so. 
  **************** alleges he has not received any calls or emails from Acima. This is not true. We have record of making two outbound calls to ****************, and additionally, have record of several calls made to **************** by an Acima agent located at the Retailer. We also have record of multiple emails sent to the email address provided on ****************** application, ************************ We have received confirmation that many of these emails were opened, some multiple times. We confirm we provided necessary lease information to **************** via email, and attempted to contact **************** multiple times by phone. 
  **************** alleges he did not request that Acima cease contacting him. Pursuant to our records, **************** requested no further contact on July 9, 2022. As such, we placed a do-not-contact order on his lease. Acima does not contact customers after they request to cease communication, and while we reiterate that we attempted to call **************** multiple times and sent him emails prior to this date, we did not contact him after he requested a cessation of communication. 
  ****************** desired resolution is the removal of our reporting. We propose the following resolution. Pursuant to our records, **************** has the entirety of the Property, requested no further communication, and while he did not request to stop automatic payments he does admit he was aware they would no longer be processed. As **************** had difficulty working with the Retailer, in good faith we offer to restart ****************** lease as of January 5, 2023. This will remove all prior reporting and payment history, and restart his payment schedule as of that date, granting his request to remove reporting and allow him additional time to take advantage of the early-purchase options available to him, and to create on-time rent payment history with us. If **************** still believes he has not received the entirety of the Property, we request that he contact our resolutions department at ************ and provide us specific details on the items so that we may assist him further. 
  We hope this response assists ****************** understanding of the actions taken by Acima, the resolution offered, and the steps he may take to if there are further issues necessary to resolve. If **************** has any additional questions, he may contact our customer service department at **************. 
  
  

• Initial Complaint

  Date:12/29/2022

  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.

  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: ******* DATE OPEN: 12-15-2018 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: 01/06/2023

  Acima (hereinafter we, us, our) received the complaint filed by ********************************* through the Better Business Bureau (BBB) on December 29, 2022, regarding our reporting of his account. We have investigated his complaint and provide the following response.
  On December 14, 2018, ************** visited 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, he selected property described as 2pc sectional, 2 lamps and 3 pk tables (the Property). On December 15, 2018, Acima purchased the Property, and ************** electronically entered into the 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 26 bi-weekly rent renewal payments of $103.58, plus an initial rent payment of $40.00, for a total of $2,732.94 (the Total of Payments). We confirm that Mr. ****** lease was charged off on August 11, 2019, prior to being settled on June 24, 2021. 
  ************** alleges These account listed below have violated my rights. This account is in violation of not reporting 100% accurately. Upon receipt of this complaint, we investigated our reporting of Mr. ****** payment history to Experian and determined it to be inaccurate. In good faith, we have removed our reporting of Mr. ****** lease due to the discrepancies. Please note, Experian is the only major credit bureau to which we report and ************** can expect to see our reporting removed within the next 30 days. 
  We reject Mr. ****** assumption that a violation of his rights has occurred. Acima reported Mr. ****** payment history accurately to the best of our knowledge. This complaint is our first receipt of any dispute from **************. We immediately conducted an investigation of our reporting and requested Experian delete the information upon discovery of inaccurate information, as required by the Fair Credit Reporting Act. 
  ************** mentions two laws directed to the credit reporting agencies, 15 U.S. Code ****e and 15 U.S. Code ****i. Please note, these laws are largely related to consumer reporting agencies, which Acima is not, Acima is a furnisher of information to consumer reporting agencies, as such, we will not address these allegations. 
  ************** states Delete these accounts off my report. As we deleted our reporting of Mr. ****** lease we consider this matter 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 by phone at **************.
  
  

  Customer Answer

  Date: 01/06/2023

   
  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,
  
  *****************************