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:10/24/2022

  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.

  I purchased a washer/dryer combo which was defective. They stated as in emails to send pictures which I did. They gave me the options to pay less or return it. Then later Acima called me said to donate it to a non profit agency and make sure their name was on paperwork as you will also see is done and they have received. When I asked about the refund that I found out about and called asked them about today it was stated no refund was issued but clearly it was and never sent to me. They need to refund me the $1286.59 as seen on receipt from overstock. Which I received today in email.

  

  Business Response

  Date: 11/03/2022

  Acima (hereinafter “us,” “we,” “our”) received the complaint filed by Ms. **** ******* through the Better Business Bureau (“BBB”) on October 24, 2022. We investigated Ms. *******’s complaint and despite several attempts to reach out to her directly by phone to resolve her concerns, we were unable to contact her. As such, we request that she return our call at her earliest convenience at ###-###-####.

  Customer Answer

  Date: 11/03/2022

  
  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:10/18/2022

  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.

  To Whom it may concern, This letter is to inform you that I recently received a copy of my credit report that your company publishes and after reviewing it I found a number of items on the report that are inaccurate. The accounts in question are listed below. Please send me copies of the documents that you have in your files as of this date that you used to verify the accuracy of the accounts listed below. ACIMA DIGITAL FKA SIMP 11260** $2,354.00 Under the Fair Credit Reporting Act, 15 U.S.C. § 1681g I have the right to demand that you disclose to me all of the documents that you have recorded and retained in your file at the time of this request concerning the accounts that you are reporting in my credit report. Please don’t respond to my request by saying that these accounts have been verified. Send me copies of the documents that you have in your files that were used to verify them. If you do not have any documentation in your files to verify the accuracy of these disputed accounts then please delete them immediately as required under Section 611(a)(5)(A)(i). By publishing these inaccurate and unverified items on my credit report and distributing them to 3rd parties you are damaging my reputation and credit worthiness.

  

  Business Response

  Date: 10/19/2022

  Acima (hereinafter “we,” “us,” “our”) received the complaint filed by Mr. ****** ****** through the Better Business Bureau (“BBB”) on October 18, 2022, regarding ********. We have investigated his complaint and provide the following response.
  On July 9, 2018, Mr. ****** visited an independent third-party retailer’s website - Kingdom Kustom Wheels (the “Retailer”) - located in Evergreen Park, Illinois. While on the Retailer’s website, Mr. ****** applied and was approved for our leasing services. On August 23, 2018, he selected property described as tires (the “Property”). That same day, Acima purchased the Property, and Mr. ****** 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, Mr. ****** was required to make 26 bi-weekly rent renewal payments of $84.00 before tax, plus an initial rent payment of $50.00 before tax, for a total of $2,233.80 (the “Total Cost”) before tax. We have attached a copy of the Agreement for Mr. ****** to review. 
  Mr. ****** alleges “I found a number of items on the report that are inaccurate.” Upon receipt of this complaint, we confirm that we thoroughly investigated our reporting of Mr. ******’ lease and confirm our reporting is accurate in its entirety. Please note, Experian is the only major credit bureau to which Acima reports.
  Mr. ****** alleges “Under the Fair Credit Reporting Act, 15 U.S.C. § 1681g I have the right to demand that you disclose to me all of the documents that you have recorded and retained in your file at the time of this request concerning the accounts that you are reporting in my credit report.” 15 U.S. Code § 1681g relates to credit reporting agencies, which Acima is not. Acima is a furnisher of information to credit reporting agencies. As such, this law does not directly apply to us. Nonetheless, as previously stated, we’ve provided a copy of the Agreement for Mr. ****** to review. 
  Mr. ****** alleges “If you do not have any documentation in your files to verify the accuracy of these disputed accounts then please delete them immediately as required under Section 611(a)(5)(A)(i).” 15 U.S.C. § 1681i relates to credit reporting agencies, which Acima is not. We confirm we are the lessor of the Agreement which Mr. ****** entered into, and as indicated above we investigated our reporting and determined it to be accurate. 
  As of today’s writing, Mr. ****** has paid a total of $134.00 in rent and his lease is currently 1495 days past due on rental payments, with a past due rent balance of $2,354.80. If Mr. ****** has any additional questions or concerns in regards to this complaint, we ask that he provide a response through BBB’s complaint portal. If Mr. ****** has general questions in regard to his lease and options that are available to him, he may contact our recovery department by phone at ###-###-####.
  
  

• Initial Complaint

  Date:10/14/2022

  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.

  Acima began a lease agreement between me and the Eye Lab as a third-party buy-now, pay-later contract. The total for my glasses were $252.00. I was to pay this over 3 months. Acima, at the end of this term gave authorization to force me into a lease for an entire year, paying up to $560.00 for a pair of glasses that is only a 3rd of that price. I have not had the same telephone number for about 6 months. They said that they sent a "text" message in which I gave authorization to use an electronic signature. I have not responded to Acima at all because they were deducting money from my checking account without authorization via account number and routing given at the initial signing to pay for the glasses until the retail value was covered. The full amount was paid for the total of the glasses. They took it upon themselves to use my account information to further deduct money from my account for various amounts and when confronted by my bank and I, were told that I needed to file a police report. No officer will file anything concerning a civil suit if it does not involve danger or a domestic dispute. I made it clear that I was not accusing anyone of theft of my wallet or debit cards. Why would they anyway? No one would take my card and create a lease in my name for my own glasses. Every time I speak to them, they are disrespectful, dismissive, unrelentless, harsh, they argue, speak over you, and try to belittle me in conversation. I spoke to a supervisor who told me it would be pointless to speak to someone else because the system is saying that I gave authorization, so I would have to deal with it. After speaking with my bank, I managed to stop them from being able to debit my account. A couple days later I was sent an email from Acima stating that I would be contacted by a third-party debt collection agency if I did not call them to resolve this "debt". Even if I had filed any report, which would not be possible, they are attempting to attack my credit.

  

  Business Response

  Date: 10/21/2022

  Acima (hereinafter we, us, our) received the complaint filed by Ms. ****************** through the Better Business Bureau (BBB) on October 14, 2022, regarding the terms and conditions of her lease-purchase agreement (the Agreement). We investigated her allegations and provide the following response.
  
  ************** alleges, The total for [her] glasses were $252.00. I was to pay this over 3 months. Acima, at the end of this term gave authorization to force [her] into a lease for an entire year. This is inaccurate. The Agreement was initially created as a 12-month lease of the property, with the option to purchase the property early. We provide the following explanation to assist Ms. ************ understanding. On February 5, 2022, ************** entered an independent third-party retailer My EyeLab (the Retailer) located in ******, *******. While with the Retailer, she applied and was approved for our leasing services. On that same date, she selected property described as 1 SV glasses (the Property). Acima purchased the Property, and ************** electronically entered into 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 lease renewal payments of $44.55, plus an initial rent payment of $35.00 for a total of $569.52 (the Cost of Lease), or exercise an early-purchase option (EPO). 
  Acima offers two EPOs to assist our customers to obtain ownership of the property prior to completing all scheduled rent renewal payments. The first is a 90-day EPO, which allowed ************** to purchase the Property by paying the Estimated Fair Market Value of the Property within 90 days of receipt of it. Ms. ****** 90-Day EPO was available to her in the amount of $252.00, through May 6, 2022. This option has expired and is no longer available. The second EPO allows ************** to purchase the Property at any time after the first 90 days by paying a lump sum payment equal to 65% of any remaining rent renewal payments, plus any past-due rent amount and fees accrued. The expiration of Ms. ****** 90-Day EPO does not constitute new terms of the Agreement. Rather, it simply means this option is no longer available to her. 
  ************** claims she has not had the same telephone number for about 6 months when referencing that Acima informed her she agreed to utilize an electronic signature. We provide the following information to assist her understanding of the lease signing process. When ************** applied for our services, she provided the phone number **************, as her direct phone number. During the lease signing process, on February 5, 2022, Acima sent an SMS text message to this phone number which read, Click link to review and sign your Acima lease agreement (Reply STOP to opt-out) https://acima.**/_QP2KpAyPxZgAC4lyWy1jyNApJfmCJBBo7-1Gp9LjuGcN3AHhh6ZiIYSkul4rMlW8z2HJ7E-eFiTD1wF5AAKUIDape8kucsvoYpJhUDGGoZ25m3fDkofrDom. ************** clicked the link and was taken to a breakdown of her rental payment terms and conditions, including the Cost of Lease, the 90-Day EPO amount, and her rent payment amounts as well as an estimated first rent payment due date. On this screen, she was provided Acimas Electronic Records and Signature Disclosure, with the option to click a checkbox indicating she agreed to it. It was Ms. ****** responsibility to review the disclosures she was provided. ************** was then provided a button that stated, View and Sign. ************** clicked this button and was then provided a full copy of the Agreement. After being provided the opportunity to review the Agreement in full, ************** was provided the option to sign the Agreement. We confirm we received Ms. ****** electronic signature on February 5, 2022, at 10:53 AM MT. We note that the phone number ************** provided on her BBB complaint matches the phone number she provided to us on the application for our services. 
  ************** alleges that Acima was drafting payments without her authorization. This is not true. We are authorized to automatically draft rent payments pursuant to the Agreement until ************** withdraws this authorization. Pursuant to paragraph 16 of the Agreement, it states You authorize us to initiate an electronic fund transfer (EFT) over the *** network ... from any bank account (or if no bank account is specified, then any account or card) listed on your application, or subsequently authorize us to debit or charge, for any renewal payment provided in this Agreement by its renewal date. We additionally reviewed our communications with **************, and confirm that until our receipt of this complaint, she has not requested that we cease automatic payments. We note that due to Ms. ****** charge-back of an authorized rent payment, our system automatically ceased further automatic payment attempts on October 13, 2022. Due to Ms. ****** allegations that the payments were not authorized, we have noted that she has withdrawn authorization for automatic payments on her lease. As ************** no longer has automatic payment set up on her lease, she must manually make payments either by contacting Acima directly or utilizing our online customer portal located at ****************************. 
  ************** states she was told to file a police report. We provide the following information to clarify. On October 6, 2022, ************** contacted ** and alleged that the electronic signature was not legal, and that she did not sign the Agreement. The agent she was speaking with transferred her to a supervisor. As ************** was alleging the Agreement was fraudulently signed, our supervisor informed her she could file a police report for fraud. Acima takes fraud allegations very seriously. If ************** believes that someone used her information to obtain a lease in her name fraudulently, then filing a police report for identity theft is the correct step. Acima works to assist our customers and provide all pertinent information they may need. 
  ************** alleges Acima is attempting to attack [her] credit. This is not accurate. Acima is obligated to provide correct and accurate information to the credit bureau regarding lease and payment history. We confirm that providing ************** with information regarding how charged back and/or missed rent payments may affect our credit reporting does not constitute an attempt to attack her credit. We are simply providing her with important and required information. 
  ************** does not provide a desired resolution in her response. While ************** states she understood she could purchase the Property by paying $252.00 within 3 months, a review of her payment history illustrates that she made no attempt to meet her 90-Day EPO. As of todays writing, ************** is 44 days delinquent with her rent renewal payments, due to the charged-back rent payment, and has a past-due rent amount of $89.10, with fees past-due of $30.00. As a one-time courtesy, we waived the accrued fees. ************** has two options to obtain ownership of the Property. First, she may exercise her second EPO at any time, by paying a lump sum equal to the past-due rent amount and 65% of the remaining rent payments. As of todays writing, the amount necessary to exercise her second EPO is $204.88. ************** may also bring her rent payments current and continue her monthly rent renewal payments until the end of her rent payment schedule. We encourage her to pay her past-due rent amount as soon as possible. Finally, if ************** no longer wishes to obtain ownership of the Property, she may terminate the Agreement by returning the Property to Acima and paying any past-due rent payments, pursuant to paragraph 13 titled, Termination. If ************** wishes to terminate the Agreement, she may contact our recovery department at ************** to begin this process. 
  We hope this response assists Ms. ****** understanding of the Agreement and her payment obligations. If ************** has any questions regarding this response, she may provide a response through the BBBs complaint portal. If ************** wishes to exercise the options outlined above or has general questions regarding her lease, she may contact our recovery department by phone at **************. 
  
  

• Initial Complaint

  Date:10/13/2022

  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 used Acima to buy a stove. After agreeing to their policy and moving forward, I did a home refinance. As part of the refinance I had to disclose my debt which acima was one. Long story short they sent me a check to pay off acima but it was more than what was owed. I spoke to acima and they stated that they would send a check with the refunded amount and it would take 30 days to receive the refund. On our half everything was paid Aug.30,2022. It is now Oct.13,2022 and they are stating that the refund process began on Oct. 10,2022. How if everything was paid on Aug.30,2022 is it that they are just starting the process on Oct.10,2022.

  

  Business Response

  Date: 10/19/2022

  Acima (hereinafter we, us, our) received the complaint filed by ************************************* through the Better Business Bureau (BBB) on October 13, 2022, regarding a refund request. We have contacted ******************** at the phone number provided on his application and have provided an explanation to resolve his complaint. As such, we consider this complaint closed.
  If ******************** has any additional questions or concerns, he may contact our customer service department by phone at **************.
  
  

• Initial Complaint

  Date:10/12/2022

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am not liable for this debt with Acima and do not have a contract with them. They did not provide me with any original documents or signatures like I asked. This debt was not properly validated

  

  Business Response

  Date: 10/13/2022

  Acima (hereinafter we, us, our) received the complaint filed by *************************** through the Better Business Bureau (CFPB) on October 12, 2022, regarding alleged reporting of her account. We have investigated her complaint and provide the following response.
  We were unable to locate an account in our system matching the identifying information that ************** provided in her BBB complaint. Additionally, ************** did not provide proof of the alleged reporting. We ask that ************** contact our credit reporting department by email at ********************************************************* and provide proof of the alleged reporting so we may investigate further. Additionally, ************** may contact our customer service department by phone at ************** if she has any questions, or if she would like to assist our agents in attempting to locate an account associated with her information. 
  
  

• Initial Complaint

  Date:10/12/2022

  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.

  I contact the company for a return of an item that was damage and missing parts. I was told i had to pay for ship but they offer me a settlement as well. Due to the cost of shipping this item i thought the settlement would be wiser. But was not told that as a punishment that i would not longer be able to use the company due to it. If they would have told me that i would have accepted the lost and sent the item back thou it would of possible cost me 70 to 100 dollars due to the size and having to get a strong box to package back up since the other box would not have surived the shipping. All i like to have done is to have me placed back on the acceptance list so can use the company in the furture.

  

  Business Response

  Date: 10/14/2022

  Acima (hereinafter we, us, our) received the complaint filed by ********************************* through the Better Business Bureau (BBB) on October 12, 2022. Our records show ******************** spoke with our resolutions department on October 13, 2022, and as of todays writing, his lease has been purchased. We appreciate Mr. ********* business. 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 purchased leases, he may contact our customer service department by phone at **************.

  Customer Answer

  Date: 10/17/2022

  One of the managers called and we were Ble to resolve the issue and appreciate the manager time and willingness to hear me out and the resolution we came out to. 
  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:10/06/2022

  Type:Delivery 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 ordered a table in 2019 on a buy here pay here WITH Acima providing the service. However, the merchandise was NEVER delivered and the order was canceled with the furniture store after 3 separate times i was promised it would be delivered and wasn't. I have disputed this several times and no one is acknowledging the issue. My next step after this will be to get an attorney and file a lawsuit for the *** allowed against this company along with others who have had this issue. I was not provided with any documents showing that i signed for the table nor was i provided with any resolutions! I only knew there was an issue bc i noticed a few payments were taken from my account without my consent and stopped the payments immediately. I asked Acima on many occasions to provide the signed documents showing it was indeed delivered to me and STILL nothing 3 years later. I was hung up on twice when calling Acima regarding my account. There has been zero resolve! I never even got my money back. My credit needs to be corrected ASAP or a lawsuit will be filed. You guys are a SCAM!!!

  

  Business Response

  Date: 10/14/2022

  Acima (hereinafter us, we, our) received the complaint filed by ******************************* through the Better Business Bureau (BBB) on October 6, 2022. We investigated her complaint and prepared the following response.
  
  On December 22, 2019, ********************** entered an independent third-party retailer Kendrys Furniture (the Retailer) located in ********, *******. While with the Retailer, she applied and was approved for our leasing services. On January 3, 2020, ********************** selected property to rent, and on January 19, 2020, Acima purchased the property, and ********************** electronically entered into a rental-purchase agreement (the Agreement). 
  
  ********************** alleges that [she] asked [us] on many occasions to provide the signed documents showing it was indeed delivered to [her] and STILL nothing 3 years later. [She] was hung up on twice when calling Acima regarding [her] account. This is not true. Our records do not indicate that ********************** has either requested proof of delivery or that she has contacted us via phone call. Nevertheless, upon receipt of this complaint, we attempted to contact ********************** directly by phone to resolve her concerns, but were unable to reach her. As such, we request ********************** contact our customer service department at ************** in regards to her terminated lease.
  
  

• Initial Complaint

  Date:10/06/2022

  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.

  They put my debt on my friends credit, I used her card to pay twice then covid hit and I couldn't pay and it showed up on her credit not mine. It's not her debt and she's not responsible for it but they refuse to fix the situation. This is not ok

  

  Business Response

  Date: 10/07/2022

  Acima (hereinafter we, us, our) received the complaint filed by *************************** through the Better Business Bureau on October 6, 2022. We reviewed her complaint and provide the following response.
  
  **************** alleges she has a debt with Acima that she used a friend's card to pay for, which then showed up on her friends credit report. We reviewed the identifying information provided by **************** and were unable to locate a lease associated with her information. If ****************** friend is, in fact, seeing reporting from Acima for a lease she did not enter into, we encourage her friend to email proof of such to ********************************************************* so we may review and locate the lease in question. We note that Acima does not transfer leases between customers, and maintains strict standards regarding our reporting of lease payment history, to ensure it is reported correctly and for the correct customer. If ****************** friend entered into a lease on her behalf, then the friend would need to contact Acima directly.
  **************** may contact our customer service department at ************** with any additional questions. If **************** has any questions regarding this response or would like to provide documentation to Acima regarding her allegations, she may provide a response through the Better Business Bureaus complaint portal.
  
  

  Customer Answer

  Date: 10/07/2022

   
  Complaint: 18176227
  
  I am rejecting this response because: we have both called and they just wanted me to pay on her account but it needs to be moved because it is my account we do not understand how it ended up under her name
  
  Sincerely,
  
  ***********************

  

  Business Response

  Date: 10/11/2022

  Tell us why here...Acima (hereinafter we, us, our) received the rejection of our response filed by *************************** through the Better Business Bureau (BBB) on October 11, 2022. 
  As indicated in our previous response, we are unable to locate a lease associated with ****************** information that she provided in her BBB complaint. **************** additionally does not provide any clarifying information in her response. As **************** has provided no additional information, we consider this complaint closed. We encourage her to contact our customer service department at ************** so that we may assist her in this matter. 
  
  

• Initial Complaint

  Date:10/03/2022

  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 used Acima Leasing to purchase jewelry. I am noticing erroneous charges on my account (incorrect amount, unscheduled payments). I have contacted their customer service MULTIPLE times. I get the same response: “We do not show any charge on that date. Sorry”. After the 2nd time, I simply asked for the payment method to be removed from my account. 2 months later, they are STILL attempting unauthorized charges on the account I have removed!! Long story short, they are breaking the own rules laid out in their agreement by randomly processing charges to unauthorized accounts. Personally, I will NEVER use Acima again worst leasing company on the market.

  

  Business Response

  Date: 10/05/2022

  Acima (hereinafter “we,” “us,” “our”) received the complaint filed by Mr. ******** ***** through the Better Business Bureau (“BBB”) on October 3, 2022. We have investigated his allegations and provide the following response.
  Mr. ***** alleges he “used Acima Lease to purchase jewelry.” Pursuant to our records, on May 14, 2022, Mr. ***** entered an independent third-party retailer – Rafaela Jewelry (the “Retailer”) – located in Los Angeles, California. While with the Retailer, he applied and was approved for our leasing services. On that same date, Mr. ***** selected property to rent described as “10 k gold chain” (the “Property”). Acima purchased the Property, and Mr. ***** 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 Mr. ***** was required to make 26 bi-weekly rent renewal payments of $89.04, plus an initial rent payment of $70.00 for a total of $2,385.00 (the “Total of Payments”).
  Mr. ***** is under the impression Acima is “randomly processing charges to unauthorized accounts.” We have thoroughly reviewed Mr. *****’ payment history and provide the following details. On August 9, 2022, Mr. ***** contacted our customer service department through our online chat service regarding his August 5, 2022, rental payment. At that time, Mr. ***** was informed that his August 5, 2022, rental payment was still processing, however it was anticipated to clear within 3-10 business days. Despite our system reflecting otherwise, Mr. ***** alleged his bank account ending in **** was reflecting a duplicate pending charge, implying Acima had incorrectly charged him for the same rental payment twice. As our records contradicted this allegation, we requested that Mr. ***** provide our customer service department a copy of his bank statement as supporting documentation. 
  On August 22, 2022, Mr. ***** contacted our customer service through our online chat service again, claiming we were attempting to “charge [him] $98 twice every 2 weeks.” Mr. ***** additionally alleged that his failed rental payment of $89.04 from August 19, 2022, had successfully been withdrawn from his bank account. After an additional review of  Mr. *****’ payment history, our agent confirmed that all rental payments had been appropriately scheduled and drafted in accordance to his Agreement. Per our records, the only payments received on Mr. *****’ lease exceeding the amount of $89.04 have been personally made by him as one-time payments. Our agent also confirmed that Mr. *****’ rental payment of $89.04 from August 19, 2022, had not successfully cleared, but rather failed due to “Insufficient Funds.” On August 22, 2022, Acima removed Mr. *****’ payment method ending in ****, per his request.
  Mr. ***** alleges Acima is “STILL attempting unauthorized charges on the account [he] removed.” Pursuant to Mr. *****’ lease history, the last rental payment received from the payment method ending in **** was on August 5, 2022, prior to his revoked authorization. In an effort to assist Mr. *****’ understanding of his payment history, we have attached a copy of his statement of payments for his review. 
  We maintain that Acima has only drafted Mr. *****’ rental payments in accordance with the amounts and payment frequency outlined in the Agreement. Without supporting documentation, we are unable to conduct a thorough investigation into Mr. *****’ claims or provide a refund of the unauthorized payments, if necessary. We again request that Mr. ***** provide us with a full bank statement reflecting the charges at [email protected]. Please note, our fraud department will require the bank statement to reflect Mr. *****’ full name, the last 4 digits of the account drafted from, the date of the transactions, and amounts.
  As we are awaiting additional documentation, we consider this matter closed. If Mr. ***** has any additional questions related to this matter or obtains the requested documentation, he may contact our fraud department at [email protected]. If he has any general questions he may contact our customer service department at ###-###-####.
  
  
  

  Customer Answer

  Date: 10/24/2022

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

  I have attempted to contact Acima in regards to having my remaining balance removed from my account, as the total payments made have exceeded my loan amount due! Again, Acima agents are of no help via chat. They stated the fraud they have ADMITTED has happened, did not happen on this loan account!! I firmly believe I should not owe a $350 remaining balance, considering I was ILLEGALLY charged $295 on this loan !!!!! Acima leasing is the WORST leasing option on the market.
  Sincerely,
  
  ******** *****

  

  Business Response

  Date: 10/28/2022

  Acima (hereinafter "we," "us," "our") received the third rejection of our response filed by Mr. ******** ***** on October 24, 2022, through the Better Business Bureau (“BBB”). 
  Mr. ***** alleges “the total payments made exceeded [his] loan amount due.” For clarity, Acima does not offer loans. Acima is a virtual rent-to-own organization. As of today’s date, Mr. ***** has paid Acima a total of $1,650.44. Pursuant to the Agreement, to obtain ownership of the Property Mr. ***** was required to make 26 bi-weekly rent renewal payments of $89.04, plus an initial rent payment of $70.00 for a total of $2,385.00 (the “Total of Payments”). Alternatively, Mr. ***** could execute any of the two early purchase options (“EPOs”) outlined within the Agreement. 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. Mr. ***** had a 90-Day EPO purchase price of $1,060.00 which expired on August 15, 2022, and is not longer available. As of today’s date, Mr. ***** exercised his second EPO, and purchased the Property. Mr. ***** has no further payment obligations to Acima. We confirm Mr. ***** has not paid more than the rent amount owed.  
  Mr. ***** expresses dissatisfaction with his communications with our chat department. Acima values our customers and their experience with our service. We have reviewed the chat conversations Mr. ***** has had with Acima and have not deemed any of the information relayed to be inaccurate or inadequate. Acima strives to make every effort to assist customers with their questions regarding their lease, and find it unfortunate that Mr. ***** has had a poor experience.
  Mr. ***** expresses that he believes he “should not owe a $350 remaining balance, considering [he] was ILLEGALLY charged $295.” As explained, Mr. *****’ payment method was placed on a different individual's lease without his authorization. Upon receipt of Mr. *****’ supporting documentation indicating he had experienced payment fraud, we promptly remediated the situation by removing his payment method from the unauthorized lease and have issued him a refund via check for the amount of $295.68. Mr. ***** can anticipate to receive his check refund by October 28, 2022. We apologize to Mr. ***** for any inconvenience caused, however it does not negate his payment obligations to Acima.
  If Mr. ***** has general questions in regards to his current lease, he may contact our customer service department by phone at ###-###-####. Should Mr. ***** fail to receive his check refund by October 28, 2022, we encourage him to contact our fraud department at [email protected] for further assistance.

• Initial Complaint

  Date:10/01/2022

  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 called back in February 2020 to confirm pay for deletion and was advised that I could do so. When I called back I made a payment. *** submitted several request but this company keeps lying saying that I was never given that information. I want this account deleted from the credit bureaus and I think that I have been discriminated against because they have lied and said I was not given that information.

  

  Business Response

  Date: 10/04/2022

  Acima (hereinafter we, us, our) received the complaint filed by ************************************* through the Better Business Bureau on October 1, 2022, regarding her request for deletion of credit reporting. We previously received a substantially similar complaint from ******************** through an alternative complaint forum and responded in full. Nevertheless, we once again investigated Ms. ********* complaint, and provide the following response to address her allegations.
  
  Pursuant to our records, on April 15, 2017, ******************** entered an independent third-party retailer **************** (the Retailer) located in North Chesterfield, ********. While with the Retailer, she applied and was approved for our leasing services. On that same date, she selected property described as a picture frame, rug and runner (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. Pursuant to the Agreement, to obtain ownership of the Property ******************** was required to make 26 bi-weekly lease renewal payments of $36.88 before tax, plus an initial rent payment of $50.00 before tax for a total of $1,008.88 (the Total of Payments) before tax. Ms. ********* lease was charged off on October 25, 2017, due to nonpayment. 
  ******************** alleges she called back in February 2020 to confirm pay for deletion and was advised that [she] could do so. This is not true. We confirm that on February 26, 2020, ******************** contacted our recovery department and requested to settle her lease. Please note, Acima is not obligated to offer settlements under the agreement, however, we may do so in order to assist our customers to obtain ownership of the property for less than any of the purchase options available to them. During the phone call on February 26, 2020, ******************** asked whether the reporting would be deleted if she settled her lease. Our agent responded that settling the lease means our reporting would be reported as settled. ******************** asked whether the reporting would be deleted if she paid in full. Our agent responded that no, we would report the lease was paid in full. Our agent provided a settlement offer of $412.00 plus tax, and ******************** indicated she would call back. We confirm Acima did not offer to delete our reporting if ******************** settled her lease.
  
  We additionally confirm when ******************** contacted Acima on June 16, 2020, and accepted our settlement offer, our agent explicitly informed ******************** that settling the lease would not result in the removal of our reporting, but rather that it would be reported as settled. We have record of informing ******************** that Acima does not do pay for deletion settlements, and ******************** indicated she understood. 
  ******************** claims she has been discriminated against. We confirm that providing ******************** correct and accurate information regarding her interactions with Acima does not constitute discrimination. ******************** was informed both in February 2020, and June 2020, that settling her lease would result in it being reported as settled, not that Acima would remove our reporting. Ms. ********* dissatisfaction with this information does not constitute her being provided with differing information during the settlement discussions. 
  Ms. ********* desired resolution is the deletion of our reporting. We will not ***** this request. We investigated our reporting upon receipt of this complaint and confirm some information regarding the months of payment history was being reflected inaccurately. As such, we immediately requested Experian update our reporting, and confirm it is now reflected accurately. We additionally confirm that ******************** was accurately informed that settling her lease would not result in the removal of her reporting. ******************** obtained ownership of the Property for less than any of the purchase options available to her after reaching a settlement agreement with Acima. 
  We hope this response assists Ms. ********* understanding of the interactions she had with Acima regarding the settlement. If ******************** has any additional questions related to this complaint, we ask that she provide a response through the BBBs complaint portal. If ******************** has general questions in regards to her settled lease, she may contact our customer service department by phone at **************.