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:12/23/2022

  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 spoke with ***** from ******, **, who stated he was the Collections department Supervisor, and that there was no one higher than him. I asked him to help me settle this debt that I was told was going to be charged $100 more because I didn't pay by December 3rd, 2022, but I was told in a previous call with a different collections rep that I could pay the extra $100 plus last part of the debt owed to the company I received services from, to pay off the account in full. He said because I didn't pay by December 10th, 2022, I owe more than $350, and it keeps going up! This is robbery. I asked him to please transfer me to his direct manager, and he gave me a ********************************** email address. I asked him for his managers email address and he said she doesn't have one. He is lying to me. We are in 2022. Everyone's grandma even has an email address. This company should retrain or get rid of this useless collections system, including whoever trains and supervises ****** if this is seen as accepted behavior. PLEASE, Acima Management team, I need to pay off this debt fir the amount that I was told I could pay, which was approximately the $100, and the balance owed for tire services rendered, as if it was December 10th 2022, since I was told the month of December, not December 3rd was my due date, or Dec 10th even. The actual manager who oversees ***** from ******, please please call me or email me directly after figuring out how this can be reconciled and account closed as I am asking.

  

  Business Response

  Date: 12/30/2022

  Acima (hereinafter we, us, our) received the complaint filed by *********************** through the Better Business Bureau (BBB) on December 23, 2022. We investigated her allegations and provide the following response.
  On September 1, 2022, **************** visited an independent third-party retailers store ************** Services (the Retailer) located in ********, **********. While with the retailer, **************** applied and was approved for our leasing services. That same day, **************** selected property described as Brakes & Rotors (the Property). On September 1, 2022, Acima purchased the Property, and **************** electronically entered into the 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 24 semi-monthly rent renewal payments of $38.13, plus an initial payment of $50.00 consisting of a $20.00 processing fee and a $30.00 first rent payment, for a total of $945.00 (the Total of Payments).
  As a courtesy to the customer, ********************** offers two early purchase options (EPOs); each of which reduces the cost of ownership to the customer and terminates the Agreement earlier than the total scheduled rent renewal payments contained within. The first EPO is a 3 month EPO wherein a customer can obtain ownership of the Property within the first 3 months of the Agreement by paying the Acima Cash Price. Ms. ******* 3 month EPO for the Agreement had a purchase price of $420.00 which expired on December 3, 2022.
  **************** alleges she was informed by our representative that if she was unable to utilize her 3 month EPO by December 3, 2022, we would ***** her an extension for an extra $100 plus last part of the debt owedto pay off the account in full. Upon receipt of her complaint, Acima listened to the phone call that took place with **************** on November 21, 2022, regarding a 3 month EPO extension. Upon review, we can confirm **************** was notified that she could receive a 7-day extension of her 3 month EPO for a fee of $100.00 until December 10, 2022. Ms. ******* claim that she was informed she had the entire month of December is vehemently false and this option is no longer available. 
  **************** alleges because [she] didn't pay by December 10th, 2022, [she] owe[s] more than $350, and it keeps going up! This statement demonstrates a misunderstanding of the terms of the Agreement **************** entered into. **************** signed the Agreement for the use of the Property that would allow her to own the Property after paying the Total of Payments amount of $945.00 over the course of the 12-month rental period or by exercising an available EPO. There is not an increase to the payment obligations following the expiration of the 3 month EPO, rather the Total of Payments is the amount **************** will have paid if she chooses to make her 24 regularly scheduled rent renewal payments of $38.13. Stated differently, **************** may return the Property at any time and end any further obligation associated with this Agreement, or purchase the Property during the course of her lease via an available EPO. We can confirm Ms. ******* Total of Payments amount of $945.00 has remained the same since the commencement of the Agreement. 
  **************** expresses dissatisfaction with the customer service offered by our supervisor. For clarity, Acima has strategically equipped each department with supervisors to assist with escalated accounts in order to reach a satisfactory resolution. However, our supervisors are allowed autonomy to decide when to transfer calls or chats, and have the ability to determine if a customer has exhausted their available options. Our records indicate on December 23, 2022, **************** contacted our recovery department requesting an extension of her 90-Day EPO. During this phone call, **************** requested to speak to a supervisor. After transferring her to a supervisor, **************** remained dissatisfied with the service being provided and requested to be transferred to a manager. At that time, our supervisor informed **************** that was not an option, but provided our management team's email. Please note, Acima is not obligated to release the email addresses of our employees to customers. We find it unfortunate our customer service did not meet Ms. ******* expectations, however our supervisor assisted her satisfactorily.
  As of December 28, 2022, **************** has paid Acima $296.91 in rent towards the Agreement, making her $123.09 short of her 3 month EPO for this lease. Ms. ******* lease has accrued a fees past due amount of $27.00. **************** has two options remaining to purchase the Property. First, she may purchase the Property by exercising the second EPO. As of the date of this response, the amount necessary to exercise Ms. ******* second EPO amount is $318.64 and is subject to change. Second, she may resolve her delinquency and continue to make her timely rent renewal payment in order to acquire ownership of the Property after completion of all scheduled rental payments. Alternatively, if **************** no longer wishes to obtain ownership of the Property, she may terminate the Agreement by following our instructions as listed in paragraph 10 of the Agreement titled, Termination.
  We hope this explanation and resolution assists Ms. ******* understanding of her Agreement. If **************** has any further questions or concerns related to this matter, we ask that she provide a response through the Better Business Bureaus complaint portal. If **************** has general questions in regards to her lease, she may contact our customer service department by phone at **************.
  

• Initial Complaint

  Date:12/20/2022

  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 received a notice that I have a collection from ACIMA DIGITAL FKA SIMP on my credit report. It says it was opened on June 03, 2019 for $4087 with account number starting in ******* that I am not aware of nor am I responsible for. I never went into business with this company or signed any agreements with them so they should not be reporting anything on my credit. This is a violation of my rights as a consumer according to the **** and FDCPA.I would like for this collection to be removed asap or I will file a CFPB and FTC report.

  

  Business Response

  Date: 12/20/2022

  Acima (hereinafter we, us, our) received the complaint filed by ********************************* through the Better Business Bureau (BBB) on December 20, 2022, 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:12/19/2022

  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.

  I tried to place an order through Wayfair using Acima leasing. When I hit complete order there was an error. I did it again with another error message. The order never completed, however it charged my account twice for 47.20.I called and after an hour on the phone they said they would refund my money but needed to wait longer (**** business days). I told them thats as unacceptable for them to take my money without an order being placed. Then to make me wait to give me my money back.

  

  Business Response

  Date: 12/21/2022

  Acima (hereinafter us, we, our) received the complaint filed by Ms. ******************************* through the Better Business Bureau (BBB) on December 20, 2022. We have investigated this matter and were unable to find a lease that matches Ms. ********* name to the physical address, phone number, or email address detailed in the complaint. Since we were unable to locate a lease matching her name, we cannot conduct a proper investigation or release information due to security purposes. Nonetheless, we prepared a response to explain Acimas application process.
  ******************** alleges that she placed an order through Wayfair; however, it was never completed, [Acima] charged [her] account twice for *****. As we collected an Initial Rent Payment from Ms. ********* bank account, we can confirm that the lease application was completed and signed. For clarity, Acima collects a customers Initial Rent Payment following the receival of the customers electronic signature on their rental-purchase agreement. The Initial Rent Payment is considered the first payment towards a customers lease, and it is deducted from their total lease amount. Acima requires an Initial Rent Payment to be received in order to finalize the rental-purchase agreement and release the rented property to the customer. 
  ******************** alleges ********************** agreed to refund [her] money but needed to wait longer (7-10
  business days). We apologize for this inconvenience; however, once we have initiated the return of funds to a financial institution or card issuer, we are not in control of their processing times. Processing times are dependent upon the customers financial institution, and it is standard for a customer to expect a processing time of 5-7 business days. We strongly encourage ******************** to contact her financial institution for more information surrounding the status of her refunded Initial Rent Payments. 
  As we have addressed all allegations, we consider this complaint closed. If ******************** have further questions or concerns, she may contact our processing department at **************.
  
  

• Initial Complaint

  Date:12/03/2022

  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 had a lease agreement with a pay off amount of $830.95, which was processed and paid at 8:55am on december 2nd, which closed my lease. At 12:58 pm an additional payment of $99.50 was charged to my bank account. I called into their customer service line for help, as advised by an in store representative, was on the phone for 1 hour and 47 minutes with several representatives and supervisors who all agreed the payment of $99.50 was included in my final pay off. which means the additional payment of $99.50 was an over charge. they advised me to file a complaint with my bank and that a refund would not be resolved. the representatives I spoke with were ***** who sent me to a supervisor named ***** who directed me to a supervisor ***** who disconnected my call.

  

  Business Response

  Date: 12/06/2022

  Acima (hereinafter we, us, our) received the complaint filed by ***************************** through the Better Business Bureau (BBB) on December 3, 2022, regarding the purchase amount for his lease. We thoroughly reviewed the lease and our interactions with ******************** and provide the following response. 
  Pursuant to our records, on February 11, 2022, ******************** entered an independent third-party retailer Big ***** Superstore (the Retailer) located in **********, ****. While with the Retailer, he applied and was approved for our leasing services. On that same date, he selected property described as king ******** and frame (the Property). Acima purchased the Property, and ******************** electronically entered into a lease-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 39 lease renewal payments of $93.87 before tax, plus an initial rent payment of $49.00 before tax for a total of $3,709.90 (the Total of Payments), or exercise an early-purchase option (EPO) contained within. 
  Acima offers two EPOs to assist customers in obtaining ownership of the Property early, prior to completing all scheduled rent renewal payments. ******************** had a 90-Day EPO available to him through May 17, 2022, which would allow him to purchase the Property for the Acima Cash Price as defined in paragraph 3 of the Agreement. ******************** also had a second EPO available to him at any time after the first 90 days, which allowed him to purchase the Property by making a lump sum payment equal to 50% of any remaining rent renewal payments (and any past-due amount if applicable). ******************** successfully exercised his second EPO on December 2, 2022, and has obtained ownership of the Property and has no further payment obligations to Acima. 
  ******************** indicates he had a pay off amount of $830.95, which was processed and paid at 8:55am on [D]ecember 2nd, which closed [his] lease. At 12:58 pm an additional payment of $99.50 was charged to [his] bank account. We provide the following explanation of Mr. ********* purchase. As of December 2, 2022, ******************** had a rent renewal payment in the amount of $99.50 ($93.87 plus tax) processing. ******************** accessed the Acima customer portal on the morning of December 2, 2022, and was shown a purchase amount of $830.95 including tax to utilize his second EPO, and informed he had a currently processing rent renewal payment of $99.50 including tax. Our customer portal discloses any payments currently processing to customers and asks if they wish to continue to make an additional payment or to return to the homepage without making a payment. This is done to ensure customers are aware of any pending charges prior to making an additional payment. We confirm ******************** made the payment of $830.95 successfully, and his lease entered purchase initiated status, pending the clearance of the processing rent renewal payment. This payment also cleared successfully, as such his lease was purchased, with no further payment obligations to Acima. The rent payment of $99.50 including tax was not an additional payment, rather, it was necessary to meet the conditions set forth in the Agreement to exercise the second EPO, and was already processing at the time ******************** initiated his purchase payment under the second EPO. 
  ******************** indicates during his phone calls with Acima on December 2, 2022, the payment of $99.50 was included in his final pay off, and alleges this means he was overcharged. We thoroughly reviewed our notes surrounding Mr. ********* communication with Acima, and confirm the following. We confirm our agents informed ******************** that the rent renewal payment of $99.50 including tax was considered by our system when providing him with his final purchase amount under the second EPO. We also confirm he was informed that the rent renewal payment was part of his purchase amount. Our agents informed ******************** he was not overcharged, however, ******************** was dissatisfied with this response. We again confirm ******************** was provided the correct purchase amounts by our system when exercising his second EPO. ******************** was transferred to two separate supervisors upon request, and when he indicated that he had no additional questions but refused to hang up, our supervisor disconnected the call, having ascertained ******************** had been provided all available information and assistance at that time. 
  Mr. ********* desired resolution is a refund of the rent renewal payment of $99.50 including tax. We will not ***** this request. This payment was necessary to exercise the second EPO, was not an overcharge, and ******************** was provided notice of the processing payment at the time he made the one-time purchase payment; and was provided correct information by the agents during his subsequent conversations. 
  If ******************** has any additional questions, he may provide a response through the BBBs complaint portal. If he has general questions regarding his purchased lease, he may contact our customer service department at **************. 
  
  

• Initial Complaint

  Date:12/01/2022

  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.

  I puchashed a refrigerator in June at Conns and financed by Acima. I didnt want to do 12 month lease so I inquired about 90 day. Acima representative indicated once the refrigerator is deliver call and indicate 90 day and they will take the first payment. So, I did and they took over 600 in payment for the first month. The representative said didnt need to do anything else. The next two months payments would automatically be withdrawn. Well they skipped July and started monthly withdrawals. I have spoken several times to resolved and the representatives are not professional and telling me nothing they can do. The account has been paid and they have made threats picking up the refrigerator. I requesting paid in full and resolved.

  

  Business Response

  Date: 12/08/2022

  Acima (hereinafter we, us, our) received the complaint filed by ******************************* through the Better Business Bureau (BBB) on December 1, 2022, regarding the purchase of her lease with Acima. We have contacted ****************** at the phone number she provided on her application in order to provide a satisfactory resolution. As such, we consider this complaint closed. If ****************** has general questions in regards to her purchased lease, she may contact our customer service department by phone at **************.

• Initial Complaint

  Date:11/30/2022

  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.

  Brought funiture from this company and paid it in monthly payments since may 2022 including tax. The furniture was ******* and my payments are no ******* plus and they still want another 6 payments. I recently went to my bank to have them stop ACIMA from taking further payments out of my account and ACIMA went back in my account under another name "ACIMA CREDIT" and stole from me the money i requested my bank for them not to take, Now i have to go back to my bank and pay another fee to stop them from taking money out of my account using the name ACIMA CREDIT, but whos to say they dont do it again using "ACIMA CREDIT 1 or something else?" They are stealing and i would like for it to stop before i hire a lawyer if this happens again. i dont want this company to take anything else out of my account. Please help.

  

  Business Response

  Date: 12/05/2022

  Acima (hereinafter we, us, our) received the complaint filed by ***************************** through the Better Business Bureau (BBB) on November 30, 2022, regarding her lease renewal payments. We have investigated her complaint and provide the following response.
  On May 11, 2022, ************** 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 black sectional , 5 pc glass draining set glass delivery and set up (the Property). On May 12, 2022, 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 12 monthly rent renewal payments of $317.17 before tax, plus an initial rent payment of $50.00 before tax, for a total of $3,856.00 (the Total of Payments) before tax. We attach a copy of the Agreement to assist Ms. ****** understanding of the terms and conditions within. 
  As a courtesy to the customer, ********************** also offers two Early Purchase Options (EPOs); each of which reduces the cost of ownership to the customer and terminates the Agreement earlier than the total scheduled rent renewal payments contained within. The first EPO is a 90-Day EPO wherein a customer can obtain ownership of the Property within the first 90 days of the Agreement by paying the Acima Cash Price and a $25.00 purchase fee. ************** had a 90-Day EPO purchase price of $1,953.00 before tax, which expired on August 10, 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 the remaining rent renewal payments plus any past-due rent amount.
  ************** alleges I recently went to my bank to have them stop ACIMA from taking further payments out of my account and ACIMA went back in my account under another name "ACIMA CREDIT" and stole from me the money We deny the allegation in its entirety. Pursuant to our records, on November 7, 2022, at 1:32 PM MST, ************** utilized our self-service customer portal and updated her primary payment method from the bank she had applied with to a **** card. As such, on November 28, 2022, her rent renewal payment was charged to that same **** card. Furthermore, we confirm that ************** has never reached out to Acima to have any of her payment methods removed nor to have her automatic payments turned off. Upon receipt of this complaint, we have disabled automatic payments, as such, ************** will solely be responsible to continue making her rent renewal payments on time as outlined and agreed upon in the Agreement.
  ************** alleges Now i have to go back to my bank and pay another fee to stop them from taking money out of my account As outlined in Paragraph 13 of the Agreement Payment Authorization, We are not responsible for any bank fees you incur .  Additionally, ************** could contact us at any time as outlined above if she wished to cease automatic payments, however, she did not make this request prior to our receipt of this complaint. 
  ************** questions but whos to say they dont do it again using "ACIMA CREDIT 1 or something else? As previously stated, upon receipt of this complaint we have disabled automatic payments for Ms. ****** lease, and as such all remaining rent renewal payments will fall under Ms. ****** responsibility to manually process.
  ************** alleges They are stealing and i would like for it to stop before i hire a lawyer if this happens again. We deny this allegation and confirm Acima has acted in accordance with state and federal laws and regulations. If ************** does obtain legal representation, we invite her to provide the contact information for her attorney by calling our customer service department at **************, or by emailing this information to ****************************** and we will communicate with them. 
  Ms. ****** listed desired settlement is No further contact by the business. Upon receipt of this complaint, we confirm we have ceased all communications with *************** 
  As of todays writing, ************** has paid a total of $2,270.19 in rent and her lease is current with todays purchase amount of $792.90 before tax should ************** choose to utilize the second EPO. If ************** has any additional questions or concerns in regards to this complaint, we ask that she provide a response through the BBBs complaint portal. If ************** has general questions in regards to her lease and options that are available to her, she may contact our customer service department by phone at **************.
  
  

  Customer Answer

  Date: 12/06/2022

   
  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:11/28/2022

  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 reached out to ACIMA DIGITAL FKA SIMP. They have failed to provide proof of validation regarding a debt that does not belong to me. They have furnished this alleged debt on my consumer report and have failed to validate the alleged claim pursuant to Sec. 809(b)of the Fair Debt Collection Practices Act and according 609(a)(1)(A), you are required by federal law to verify, through the physical verification of the original signed consumer contract, any and all accounts that you post on a credit report. I demand this item be removed from my credit report immediately. ACIMA DIGITAL FKA SIMP you are furnishing inaccurate and incorrect information to the consumer reporting agencies. The reporting of such inaccurate information has caused severe damage to my character, my reputation, my general mode of living and my ability to obtain credit for personal and house purposes. You and your inaccurate reporting have damaged my livelihood. 15 U.S. Code § 1681s–2 - Responsibilities of furnishers of information to consumer reporting agencies (a)Duty of furnishers of information to provide accurate information 1) Prohibition (A)Reporting information with actual knowledge of errors A person shall not furnish any information relating to a consumer to any consumer reporting agency if the person knows or has reasonable cause to believe that the information is inaccurate. Duty: a moral or legal obligation; a responsibility Accurate: correct in all details; exact. Prohibition: a law or regulation forbidding something As Defined by The IRS Even if you didn't receive a Form 1099-C, you must report canceled debt as gross income on your tax return. The IRS Clearly defines a charge off as Gross or Ordinary income, INCOME DOES NOT GET REPORTED ON THE CONSUMER REPORT which in fact makes your reporting of this account inaccurate! Account Number: *******

  

  Business Response

  Date: 12/01/2022

  Acima (hereinafter “we,” “us,” “our”) received the complaint filed by Mr. ****** ****** through the Better Business Bureau (“BBB”) on November 28, 2022, regarding our reporting of his lease. We have investigated his complaint and provide the following response. Please note, Mr. ****** has two leases through Acima, #******* which was purchased July 22, 2022, and has been reported as purchased to Experian, and #******** which is presently past due, however, this lease was entered into after Acima discontinued reporting in June of 2022, thus it has not and will not be reported.
  On October 27, 2020, Mr. ****** entered into an independent third-party retailer - SEAGOVILLE TIRE & TRUCK TECH (the “Retailer”) - located in Seagoville, Texas. While with the Retailer, Mr. ****** applied and was approved for our leasing services. On that same date, Mr. ****** selected property described as “Brand New 11R 24.5 Trailer Tires x 6 Roll-Out” (the “Property”). On October 29, 2020, 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 52 weekly rent renewal payments of $64.32 before tax, plus an initial rent payment of $50.00 before tax, for a total of $3,394.50 (the “Total of Payments”) before tax. Pursuant to our records, Mr. ******’s lease was charged-off in December of 2021, however, was later purchased on July 22, 2022.
  Mr. ****** claims “I have reached out to ACIMA DIGITAL FKA SIMP. They have failed to provide proof of validation regarding a debt that does not belong to me.” We deny this. Acima does not have record of Mr. ****** requesting validation of his account directly prior to his BBB complaint. Nonetheless, with this response, we provide Mr. ****** with a copy of the Agreement as well as a detailed transaction history of his lease. These documents satisfy his request for validation.
  Mr. ****** alleges Acima is in violation of “Sec. 809(b) of the Fair Debt Collection Practices Act.” Please note, Section 809(b) of the Fair Debt Collection Practices Act (“FDCPA”) pertains to debt collectors. For clarity, Acima is not a debt collector as defined by federal law and thus the FDCPA does not directly apply to us.  Acima originates and services all agreements signed with Acima and does so under its own name. We do not sell our debts to a third-party debt collector or act as a third-party debt collector. 
  Mr. ****** alleges Acima is in violation of “609(a)(1)(A).” Section 609(a)(1) of the Fair Credit Reporting Act pertains to consumer reporting agencies, which Acima is not.  We confirm that Acima has never received a direct or indirect dispute regarding our reporting of Mr. ******’s lease. Nonetheless, upon receipt of this complaint, we investigated our reporting of Mr. ******’s payment history to Experian and determined it to be inaccurate. We have updated our reporting to reflect accurately. The amount of time it takes for the updated information to be reflected on Mr. ******’s credit report is entirely dependent upon  Experian, however, Mr. ****** can anticipate a wait time of approximately 10 business days to see this change reflected.
  Mr. ****** mentions “15 U.S. Code § 1681s–2” and the laws within, but does not specify how he believes Acima is in violation of this law. We confirm that we have not violated this law and have conducted our due diligence to ensure our reporting is accurate. 
  Mr. ****** alleges, “As Defined by The IRS Even if you didn't receive a Form 1099-C, you must report canceled [sic] debt as gross income on your tax return.” Mr. ******'s lease is not charged-off, nor have we canceled his lease. For clarification, Acima does not file 1099-C’s for charged-off leases or in Mr. ******’s case, purchased leases. 
  Mr. ******’s desired settlement is for a correction to his credit report. We will not grant this request. Acima will not remove accurate information from our customer’s credit reports but will continue reporting their payment history correctly, regardless of payments received. Mr. ****** authorized us to report to the credit bureau upon signing the Agreement. Pursuant to paragraph 13 of the Agreement titled “Reporting,” “You approve and acknowledge that we may report information about your lease and payment history to credit bureaus.”
  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 purchased lease he may contact our customer service department by phone at ###-###-####. If Mr. ****** wishes to resolve his delinquency on his past due lease #********, we encourage him to contact our recovery department at ###-###-####.
  
  

• Initial Complaint

  Date:11/25/2022

  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.

  Acima approved me for a $1250.00 limit to lease some tires. After doing some more shopping around I found a much better deal at another tire shop. I called Acima to ask if the approval could be changed to the new tire company. They did this with no problems. But when I went to use it the amount was only for $825. If I'm approved for the $1250.00 I would like to think that I'm equally capable of paying that same amount across the street. I would like Acima to to stand by their initial approval especially since I wasn't informed of the approval amount changing.

  

  Business Response

  Date: 11/28/2022

  Acima (hereinafter we, us, our) received the complaint filed by ******************************* through the Better Business Bureau on November 25, 2022. 
  Upon receipt of the complaint, we attempted to reach out to **************** directly by phone to address his concerns; however, we were unsuccessful. We request **************** contact us at his earliest convenience at ************** so we may assist him. We will work diligently with **************** until this matter is resolved, as such, we consider this complaint closed.
  If **************** has any additional questions, he may contact our processing department by phone at **************.
  
  

  Customer Answer

  Date: 11/29/2022

   
  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:11/18/2022

  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 noticed this since 2020 and I have been trying to reach out this company since then. It is STILL on my credit report. I have sent the company via email, mail and fax the copies of the Identity Theft reports, police reports and affidavits. I am tired of emailing and calling to be told 'unless you can confirm specific acct info we can't tell you anything' -- THAT tells me and should give them an indication this is NOT my account. I don't know what this is. I am not paying for something that I don't know what it is! They won't supply me with anything since they said they can't verify anything. I have tried to fight this on my own. I am disabled and can't play the games anymore with Acima Credit. The other bureaus have seen the reports, etc and removed it. They need to update Experian and remove this and note it as such of a fraud. I am not sending them more of my personal docuemnts, I have sent what Fraud Dept asked for at least 5 times. I have reached out to a local attorney and they will be filing charges of harrassment due to them 'not complying with the cease/assist' and 'removal of items due to fraud' that is printed in the reports that have been sent. I made payments on it until I realized it was fraud. As the Experian report shows, I did 2 payments and then I started asking ??? that is when I started to call weekly and got on hold, then transferred to be told since I can't verify anything, they can't help me. So how can they 'attempt to collect a debt' when the person calling doesn't know anything about it?! And be threatened. So it was fair game, in my opinion. Going to cuss me out on a phone in a language I don't get, good for goose is good for gander. But I have NEVER seen a bill, statement, whatever. All I know it says lease. And by doing research, it is for home products of some sort.

  

  Business Response

  Date: 11/23/2022

  Acima (hereinafter “we,” “us,” “our”) received the complaint filed by Ms. ******* ****** through the Better Business Bureau (“BBB”) on November 18, 2022, alleging identity theft. We have investigated her complaint and provide the following response. Please note, our system reflects Ms. ******’s name as “****** ******”. 
  Ms. ****** is alleging identity theft and claims she has sent Acima “via email, mail and fax the copies of the Identity Theft reports, police reports and affidavits.” As of today’s date, we have only received a Federal Trade Commission Identity Theft Affidavit (“FTC Affidavit”) from Ms. ******. Acima takes fraud allegations very seriously. Upon receipt of this complaint, we have investigated the FTC Affidavit Ms. ****** provided and determined that there is not sufficient evidence to prove that this lease is fraudulent. As such, we request that Ms. ****** 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 [email protected]. 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 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.
  Ms. ****** claims Acima “won't supply [her] with anything since [we] said [we] can't verify anything.” This is accurate. As Ms. ****** is claiming this lease as identity theft, we are unable to release any potential customer information to Ms. ****** as she is not verified on the lease. 
  Ms. ****** claims “the other bureaus have seen the reports, etc and removed it. [Acima needs] to update Experian and remove this and note it as such of a fraud.” As previously stated, Acima only reports to Experian. Additionally, we are unable to note this lease as fraud until we receive substantial evidence to support such claims. 
  Ms. ****** claims she will not send Acima “more of [her] personal docuemnts [sic], [she] sent what Fraud Dept asked for at least 5 times.” Pursuant to our records, our fraud department has only received one email with documentation from Ms. ****** on November 16, 2022, in which she attached the same FTC Affidavit she provided in this complaint.
  Ms. ****** claims she has retained legal representation. If so, we ask that she provide us with her representative’s information at [email protected], so we may continue all communications through them. 
  Ms. ****** alleges our representatives were unprofessional in phone calls. We have reviewed all communications between Ms. ****** and Acima and deny this allegation. We can confirm that while Ms. ****** treated our agents unprofessionally, our agents maintained their professionalism and consistently treated Ms. ****** with respect.
  Ms. ****** alleges she has “never seen a bill, statement, whatever.” Acima sends late payment notifications to our customers via email as a courtesy. We confirm that the email Ms. ****** provided in her BBB complaint is the same email we received on the customer application. As such, Ms. ****** should have received emails from Acima regarding her past-due payments. Please note, these emails may be in Ms. ******’s spam folder.
  As we are awaiting additional documentation, 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 ###-###-####.
  
  

  Customer Answer

  Date: 11/27/2022

  
  Complaint: ********
  
  I am rejecting this response because:  they are NOT providing me ANYTHING on this account.  How it was established, the paperwork shown when it was established, i.e. date, signatures, what was bought, when it was bought, how it was bought, ANYTHING that is this account.  I was paying on this to get this off of my record, and paid it and the creditor is NOT updating my report to refllect as such.  AND letters/emails were sent showing paid.  

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

  

  Business Response

  Date: 12/01/2022

  Acima (hereinafter “we,” “us,” “our”) received the rejection of our response filed by Ms. ******* ****** through the Better Business Bureau (“BBB”) on November 28, 2022. We have investigated her complaint and provide the following response.
  Ms. ****** claims Acima is “not providing [her] anything on this account. How it was established, the paperwork shown when it was established, i.e. date, signatures, what was bought, when it was bought, how it was bought, anything that is this account.” As Ms. ****** claims this lease is the result of identity theft, we are unable to release any potential customer information to Ms. ******. 
  Ms. ****** claims she was “paying on this to get this off of [her] record, and paid it and the creditor is not updating [her] report to refllect[sic] as such. and letters/emails were sent showing paid.” Please note, Acima does not offer an option to delete our credit reporting upon receipt of payment. If Ms. ****** has proof of these claims, we request she provide the supporting documentation to [email protected].
  As we have addressed all allegations, we consider this complaint closed. If Ms. ****** still believes this lease was entered into fraudulently, we request that Ms. ****** file a police report and provide us with a full and complete copy to [email protected]. If Ms. ****** has general questions in regards to Acima, she may contact our recovery department at ###-###-####.

• Initial Complaint

  Date:11/18/2022

  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 was contacted by Acima making me a settlement offer. They agreed that if I settled the account that they would delete all of the negative trade line information. Once I made that payment that promise went away and now no one is interested or willing to even listen to the supposed recorded call.

  

  Business Response

  Date: 11/22/2022

  Acima (hereinafter we, us, our) received the complaint filed by Mr. ************************* on November 18, 2022, filed through the Better Business Bureau (BBB). We reviewed Mr. ******** complaint, investigated his lease, and provide the following response. 
  Pursuant to our records, on February 28, 2021, ****************** entered an independent third-party retailer Elegant Jewelry (the Retailer) located in *********, ********. While with the Retailer, he applied and was approved for our leasing services. On that same date, he selected property described as 10kt 0.25ctw diamond ring (the Property). 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 26 biweekly lease renewal payments of $31.93, plus an initial rent payment of $70.00 for a total of $900.00 (the Total of Payments). 
  ****************** alleges we informed him that if he settled his lease, we would delete all of the negative trade line information. We reviewed all calls made to and from ****************** at the phone number associated with his lease, ************. We confirm ****************** first contacted us to discuss a settlement on May 13, 2022. ****************** indicated he wished to utilize a settlement offer he had previously been emailed in February, and was transferred to another agent to assist. ****************** discussed the settlement with the second agent, who informed him that if he proceeded with a settlement, he would not be able to lease again with Acima, and we would report his lease as settled to Experian. ****************** indicated hed call back from another number to make the settlement. We have no notes regarding another call on that same date.
  
  ****************** next contacted us on May 19, 2022, and indicated he wished to settle his lease. Our agent informed him if he settled the lease, he would not be able to lease again with Acima, and that we would report it as settled. ****************** indicated he believed that settling his lease wouldnt benefit him, our agent informed him we did need to report accurately. Our agent also confirmed settling his lease would absolve him of further payment obligations to Acima. ****************** asked to settle his lease for $150.00 including tax. Our agent indicated we could accept that settlement, assisted ****************** with the payment, and informed him he would receive a receipt by email. We confirm ****************** was correctly informed that settling his lease would result in his lease being reported as settled to Experian, both prior to his entering into a settlement, and during the phone call during which his settlement payment was accepted. 
  As of todays writing, Mr. ******** lease is settled and he has no further payment obligations to Acima. If ****************** has any additional information surrounding his allegations, he may provide that information to us through the BBBs complaint portal. If ****************** has general questions regarding his settled lease, he may contact our customer service department at **************.