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:09/27/2022

  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.

  Im been charged for a loan that was not take out by me and they will not remove it from my credit report please remove

  

  Business Response

  Date: 09/28/2022

  Acima (hereinafter we, us, our) received the complaint filed by Mr. ********* through the Better Business Bureau (BBB) on September 27, 2022, alleging identity theft. We have investigated his complaint and provide the following response.
  Mr. ***** claims Im been [sic] charged for a loan. Please note, Acima does not offer loan products.  To provide clarification regarding the nature of our services, Acima is a virtual rent-to-own company offering leasing services. Acima offers only one lease model - a lease-purchase agreement (the Agreement). The Acima lease program allows customers to select property of their choosing from an independent third-party retailer. After executing a lease agreement, Acima purchases the property from the retailer and the customer takes possession of the property according to the terms of the lease.
  Mr. ***** is alleging identity theft and claims that Acima will not remove it from [his] credit report. Please note, this is the first notice we have received from Mr. ***** that he believes this lease to be the result of identity theft. Acima takes fraud allegations very seriously. We request Mr. ***** 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 he send a copy of the police report, which must include Acima as an affected lease, to ******************************* Or, he may provide us with a ************************ Identity Theft Affidavit (FTC Affidavit). Upon receipt of the requested documentation, we will further investigate his allegation. If it is determined that this lease is in fact fraudulent, we will terminate this lease and remove all reporting of it from the credit bureau. Absent proof of fraudulent activity, we will not terminate the lease or remove our reporting. We have 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 Mr. ***** has any additional questions or obtains the requested documentation, he may contact our fraud department at *******************************

• Initial Complaint

  Date:09/26/2022

  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.

  credit score report shows Acima Digital Fka Simp account 972368X 12/20/21 balance of $2813 account closed I have no knowledge of this account who are these

  

  Business Response

  Date: 09/27/2022

  Acima (hereinafter we, us, our) received the complaint filed by ********************************* through the Better Business Bureau (BBB) on September 27, 2022, alleging identity theft. We have investigated his 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 he send a copy of the police report, which must include Acima as an affected lease, to ******************************* Or, he may provide us with a ************************ Identity Theft Affidavit (FTC Affidavit). Upon receipt of the requested documentation, we will further investigate his allegation. If it is determined that this lease is in fact fraudulent, we will terminate this lease and remove all reporting of it from the credit bureau. Absent proof of fraudulent activity, we will not terminate the lease or remove our reporting. We have 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, he may contact our fraud department at *******************************

• Initial Complaint

  Date:09/18/2022

  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.

  Acima popped up on my credit report delinquent 120 days and I have NEVER used this company! I have financed furniture once and it is paid off!

  

  Business Response

  Date: 09/19/2022

  Acima (hereinafter we, us, our) received the complaint filed by ********************************* through the Better Business Bureau (BBB) on September 19, 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 have placed a pause of our reporting for 30 days while we await additional documentation. Please note, Experian is the only major credit bureau to which Acima reports. 
  As we are awaiting additional documentation, we consider this complaint closed. If ******************** has any additional questions or concerns in regards to this complaint, we ask that she provide a response through the BBBs complaint portal. If ******************** has general questions in regards to Acima, she may contact our customer service department at **************.
  
  

• Initial Complaint

  Date:09/18/2022

  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.

  On december 2021 i open a tv lease the tv was defective i was told to donate the tv wich i did to a non profit organization i called acima credit gave then the receit from the non profit organization i was told i had a ****** balance i gave them the payment over the phone and was told the lease was paid off in may i was going tru my credit file on experian and notice the the account was still open i called acima to find out what was going on i was told the payment was ***** processed i opted to pay one more time the account was close then they reported me late 60 day and paid at the same time never during the 3 months did i get a call or a letter saying i had missed a payment or that i was late i paid in time it was acimas who should of contacted me letting me know that the payment was still due i did everything to pay them off never have i been late in ny 2 leases ive had with acima they make mistakes and the customer pays the price with the ********************** reporting when it was acina who by neglecting to contact customer and have communication i paid them in good faith and in return they hurt my credit file by there negligence and bad customer service i give ****************** a 0 in costumer service and quality beware if the tactics that acima credit uses both of my leases were paid off with in the 90 day acima you need to be more active with your customer and train your workers better so that customer ********************** is not hurt by bad customer service by your company train your employees in the right way so ***** has to go tru what im going tru thank you and have a wonderfull day please fix your company mistakes

  

  Business Response

  Date: 09/22/2022

  Acima (hereinafter we, us, our) received the complaint filed by ***************************** through the Better Business Bureau (BBB) on September 18, 2022, regarding ********. We investigated his complaint and provide the following response.
  On December 11, 2021, ******************** 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 55" ** OLED C8 (the Property). On December 11, 2021, Acima purchased the Property, and ******************** electronically entered into a rental-purchase agreement (the Agreement) wherein he agreed to rent the Property from Acima. Pursuant to the Agreement, to obtain ownership of the Property, ******************** was required to make 24 twice monthly rent renewal payments of $93.73 before tax, plus an initial rent payment of $50.00 before tax, for a total of $2,299.50 (the Total Cost) before tax. Customers who do not wish to obtain ownership of the property may terminate the agreement at any time, pursuant to paragraph 9 of the Agreement titled, Termination. 
  ******************** claims that he donated the 55" ** OLED C8 (the Property) to a non-profit organization, sent Acima a photo of the receipt, paid his past due balance of $102.49 in May, and as result, the lease was purchased. We confirm that ******************** chose to exercise his termination option, and the donation and donation receipt were complete and received by Acima in February of 2022, however, the final payment for the past due balance of $112.45 including tax was not completed until July 19, 2022. As of that date, ******************** has no further payment obligations to Acima. 
  ******************** alleges that we never reminded him of this final payment, however per our records, ******************** called on March 1, 2022, and claimed he would call again on March 9, 2022, to process the final payment. Our records indicate ******************** did not reach out again nor make any payment attempts until July 19, 2022. Please note, it is the customers responsibility, not Acimas, to ensure they stay up-to-date and aware of their renewal payment due dates. 
  ********************** desired resolution is a correction to his credit report. Our records show that we responded to an indirect dispute through Experian for ******************** on September 7, 2022. However, upon receipt of this complaint, we investigated our reporting of his account and confirm they are accurate in their entirety. We are responsible to provide correct and accurate information to the credit bureaus, and we will not remove correct and accurate information from customers' credit reports. As we confirm we are reporting accurately, we consider this matter closed. 
  As of todays writing, ********************** lease is purchased and ******************** has no further payment obligations to Acima. If ******************** has any further questions or concerns related to this matter, we ask that he provide a response through the Better Business Bureaus complaint portal. If ******************** has general questions in regards to his purchased lease, he may contact our customer service department by phone at **************.
  
  

• Initial Complaint

  Date:09/14/2022

  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 purchased this furniture for too much money and later realized the furniture was used. I requested to return the furniture back in May 2022. No response initially. I still have this furniture. I have literally begged for them to pick it up. I blocked my card for no more payments Now I have all these late marks on my credit and a balance because of their lack of response. I never missed a payment prior too not wanting the furniture.

  

  Business Response

  Date: 09/16/2022

  Acima (hereinafter us, we, our) received the complaint filed by ********************************* through the Better Business Bureau (BBB) on September 14, 2022. We investigated her complaint and prepared the following response.
  
  **************** alleges that [she] purchased this furniture. This is not correct. **************** did not purchase the referenced furniture. Rather, she elected to utilize Acimas rental services, wherein Acima purchased items selected by **************** and she took possession of the items after entering into a lease-purchase agreement with Acima. To further clarify, on February 20, 2022, **************** entered an independent third-party retailer ****** (the Retailer) located in ******, *******. While with the Retailer, she applied and was approved for our leasing services. On that same date, **************** selected property described as a SECTIONAL (the Property). Acima purchased the Property, and **************** electronically entered into a lease-purchase agreement (the Agreement) wherein she agreed to rent the Property from Acima. Alternatively, she could execute any other purchase or termination option outlined within the Agreement. 
  
  **************** alleges that [she] requested to return the furniture back in May 2022. Pursuant to our records, **************** requested the termination of her lease by returning the Property on June 18, 2022. 
  
  **************** alleges that prior to her desire to terminate the lease, [she] never missed a payment. This is incorrect. Our records indicate Ms. ******* rent renewal payment on May 13, 2022, was returned to us unpaid with the failure code, Insufficient Funds. As of todays writing, **************** has not made up this failed rental payment. As such, we deny that **************** had not missed a payment prior to her request for termination.
  
  **************** alleges that we initially did not respond and now [she has] all these late marks on [her] credit and a balance because of [our] lack of response. Respectfully, this is not accurate. We confirm we received pictures of the Property from **************** on June 30, 2022; however, the pictures were inadequate and that same day we left her a voicemail requesting a callback and indicating we required additional pictures of the Property. On July 11, 2022, Ms. ******** expressed her dissatisfaction with our request for additional pictures and requested we not call her unless it was to discuss the return. In order to accommodate her request, we placed a do not call order on her lease. On July 14, 2022, we received the requested pictures from **************** and on July 15, 2022, we emailed **************** return instructions. Pursuant to paragraph 13 of the Agreement titled Termination, You may terminate this Agreement at any timeby returning the Property in accordance with the directions we give you. As of today's writing, **************** has not completed the steps to terminate her lease. As such, we deny her allegation that we failed to respond to her request, rather, she has failed to comply with our instructions to complete the termination of her lease.
  
  As we are unable to call ****************, we request that she contact us at ************** to complete the termination process.
  

  Customer Answer

  Date: 09/23/2022

   
  Complaint: 18025993
  
  I am rejecting this response because: they did not respond. There were no late payments. I have asked to return the furniture they stated i am not able to return to the store. I have sent the pictures several times. This seems as though an attempt to not terminate the contract when i have the right to terminate. 
  
  Sincerely,
  
  *****************************

  

  Business Response

  Date: 09/23/2022

  Acima (hereinafter us, we, our) received the rejection of our response filed by ********************************* through the Better Business Bureau (BBB) on September 23, 2022. As of todays writing, **************** has not contacted us to complete the termination process, as instructed. As such, we consider this matter closed. We ask that **************** cooperates with us to complete the termination of her lease.

  Customer Answer

  Date: 09/27/2022

   
  Complaint: 18025993
  
  I am rejecting this response because:
  
  Sincerely,
  
  *****************************

• Initial Complaint

  Date:09/14/2022

  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 purchase a couple items through Acima I tried to pay off last Friday that assured me I couldnt so it cost me 224 + 101 for what could of been paid off for 195 but they wouldnt let me do I want a refund for what Im owed they were very rude and downgrading when talking to me

  

  Business Response

  Date: 09/21/2022

  Acima (hereinafter we, us, our) received the complaint filed by ***************************** through the Better Business Bureau (BBB) on September 13, 2022, regarding his processing payments. ****************** currently has two leases open with Acima, we reviewed both and believe his complaint is in reference to lease #*******. As such, this response provides information regarding that lease.
  ****************** claims he purchased items through Acima. We provide the following information to clarify the nature of the transaction between ****************** and Acima. On September 22, 2021, ****************** entered into an independent third-party retailer - Pop Furniture (the Retailer) - located in **********, *************. While with the Retailer, ****************** applied and was approved for our leasing services. On that same date, ****************** selected property described as *********************** chofa Queen ******** set (the Property). On September 22, 2021, 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 bi-weekly rent renewal payments of $103.37 before tax, plus an initial rent payment of $50.00 before tax, for a total of $2,737.50 (the Total of Payments) before tax. ****************** is the lessor of the Property until he exercises a purchase option or terminates the Agreement. 
  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 $1,275.00 before tax, which expired on December 21, 2021. 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 that he attempted to make a payment on September 9, 2022 but was assured by Acima that he couldnt. Our records indicate that an automatic rent renewal payment of $224.96 including tax began processing on September 9, 2022. With this payment ****************** had $101.23 including tax remaining to purchase the Property. Our records indicate that ****************** processed a manual payment of $101.23 including tax on September 12, 2022 which in result transitioned the status of the lease from current to purchase initiated. ****************** alleges that the final payment should have only been for 195 and not 224 + 101, however we confirm both payments were required in order for the lease to be purchased. The second EPO amount is subject to change in accordance with any remaining unprocessed rent renewal payments. Additionally, payments will begin processing the day prior to the due date, in order to ensure they are drafted on the scheduled date. As of todays writing, both payments are still processing, once fully processed the lease will officially be purchased and ownership of the Property will transfer to ******************* 
  ****************** alleges that our agents were rude and downgrading. We reviewed our communications with ****************** and deny this allegation. We confirm that our agents acted in a professional manner and provided correct information in advising ****************** that the automatic payment of $224.96 from September 9, 2022, could not be canceled as it was an ACH payment and already processing. 
  ****************** currently has two payments processing, in the amounts of $224.96 and $101.23. Once those payments clear successfully, he will have obtained ownership of the Property and have no further payment obligations to Acima under the Agreement. 
  If ****************** has any further questions or concerns related to this matter, we ask that he provide a response through the Better Business Bureaus complaint portal. If ****************** has general questions in regards to his purchased lease, he may contact our customer service department by phone at **************.
  
  

• Initial Complaint

  Date:09/09/2022

  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.

  15 U.S.C **** Section 602 A States i have the right to privacy. 15 U.S.C **** Section 604 A section 2 It also states a consumer reporting agency can not furnish account without my written instructions.15 U.S.C **************************************************************************************** express permission of a court of competent jurisdiction, a debt collector may not communicate with a consumer in connection with the collection of any debt.

  

  Business Response

  Date: 09/15/2022

  Acima (hereinafter us, we, our) received the complaint filed by ********************************* through the Better Business Bureau (the BBB) on September 9, 2022. Notably, ********************** name is reflected in our system as ************. Per our records, weve previously responded to ******************** through the BBB under complaint IDs ******** and ********. We investigated his new allegations and provide the following response.
  Pursuant to our records, on October 23, 2020, ******************** entered into an independent third-party retailer - B and D Automotive and Muffler (the Retailer) - located in **********, ********. While with the Retailer, ******************** applied and was approved for our leasing services. That same day, ******************** selected property described as rack and pinion/motor mount (the Property). On October 26, 2020, Acima purchased the Property, and ******************** electronically entered into a rental-purchase agreement (the Agreement) wherein he agreed to rent the Property from Acima. Pursuant to the Agreement, to obtain ownership of the Property, ******************** was required to make 52 weekly rent renewal payments of $46.32, plus an initial rent payment of $50.00, for a total of $2,458.28 (the Total of Payments). ********************** lease was charged off on March 21, 2021, due to non-payment.
  ******************** alleges Acima is in violation of 15 U.S.C **** section 602 A. which states [he has] the right to privacy. There is no law titled 15 U.S.C **** section 602 A; however, we confirm that we have not violated any of ********************** rights to privacy. Pursuant to our records, Acima placed a do not contact order on ********************** lease on September 2, 2022, upon receipt of complaint ID ********. As of that date, Acima has discontinued all communication with ******************** regarding his lease.
  ******************** alleges Acima is in violation of 15 U.S.C **** Section 604 A Section 2 which states a consumer reporting agency can not furnish a account without [his] written instructions. There is no law titled 15 U.S.C **** Section 604 A Section 2. Additionally, Acima is not a consumer reporting agency, rather we are a furnisher of information to the credit reporting agency. However, we confirm that ******************** did authorize Acima to report on his credit by signing the Agreements. 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. Please note, Experian is the only major credit bureau to which Acima reports.
  ******************** alleges Acima is in violation of 15 U.S.C ****C. 15 U.S. Code ****c refers to debt collection practices. As Acima is not a debt collector by definition, this law does not apply to us.
  ********************** desired resolution is a correction to his credit report. Upon receipt of this complaint, we have investigated our reporting and determined that it is accurate. As such, no correction is necessary. Acima is responsible to provide correct and accurate information to the credit bureaus, and we will not remove correct and accurate information from customers credit reports.
  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 either of his leases, he may contact our recovery department by phone at **************.
  
  

  Customer Answer

  Date: 09/16/2022

   
  Complaint: 18005757
  
  I am rejecting this response because:
  
  Sincerely,
  
  Nimrod Sterling

   

  they have my name on there record as The-*****************************. My name is ** ********. that was not my leasing. i need it to be deleted from my credit report. The refused to even send me a copy of the Debt Validation that i ask for. 

  

  Business Response

  Date: 09/19/2022

  Acima (hereinafter "we," "us," "our") received the rejection of our response filed by ********************************* on September 19, 2022.
  ******************** alleges his name is TN Sterling, not The-*****************************. Pursuant to ********************** Better Business Bureau complaint, he has listed his name as *****************************, which contradicts his allegation. As previously confirmed, ********************** first name in our system is listed as ****
  ******************** alleges we have failed to provide him the requested documentation. In addition, ******************** has again requested Acima to remove our reporting of his lease. As stated in our previous response, ******************** has not provided Acima any supporting documentation to suggest his lease was entered into fraudulently. Pursuant to section 609(e) of the Fair Credit Reporting Act (the ****** before we release any information, ******************** must present to us a government-issued identification card and a copy of a police report evidencing his claim of identity theft. Upon receipt of ********************** police report, we will further investigate his allegations.
  As we have provided ******************** the instructions to resolve this dispute, we consider this complaint closed.  If ******************** has further questions regarding our fraud investigation process, he may email our fraud department at ******************************.

• Initial Complaint

  Date:09/08/2022

  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 am not liable for this debt/ collections with Acima. I do not own nor was provided any documentation regarding a collection. It falsely inaccurate.

  

  Business Response

  Date: 09/15/2022

  Acima (hereinafter us, we, our) received the second complaint filed by Ms. ********************** through the Better Business Bureau (BBB) on September 8, 2022. We investigated her allegations and prepared the following response.
  *******************alleges she is not liable for this debt. This is not accurate. Pursuant to our records, on March 2, 2022, ****************** entered into an independent third-party retailer - ******************************* (the Retailer) - located in *********, *************. While with the Retailer, ****************** applied and was approved for our leasing services. That same day, ****************** selected property described as Dresser and Mirror (the Property). On March 2, 2022, 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 12 monthly rent renewal payments of $264.94, plus an initial rent payment of $30.00, for a total of $3,209.18 (the Total of Payments).
  ****************** alleges Acima has failed to provide any documentation regarding a collection. This is not accurate. Acima has record of sending ****************** several past-due notices to ************************** which was provided to us on her application for our services. Furthermore, ****************** has acknowledged her delinquency numerous times throughout the course of her lease by authorizing catch-up plans to assist in bringing her lease current. Acima is not at fault if ****************** has chosen to ignore our provided notifications.
  Ms. ******** desired resolution is for Acima to remove our reporting.  Absent proof of fraud we will not remove our reporting. 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. ****************** authorized us to report her lease history to the credit bureau upon signing the Agreement. Please note, Experian is the only major credit bureau to which Acima reports.
  ****************** has two options remaining to purchase the Property. First, she may resolve her past-due balance of $1,379.70 after tax and continue to make her timely rent renewal payment in order to acquire ownership of the Property after completion of all scheduled rent renewal payments. Second, she may purchase the Property by exercising her second Early Purchase Option (EPO). As of  todays writing, the amount necessary to exercise Ms. ******** second EPO is $2,412.90 after tax. Alternatively, if ****************** no longer wishes to obtain ownership of the Property, she may terminate the Agreement by following our instructions as listed in paragraph 9 of the Agreement titled, Termination.
  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 further questions or concerns, she may contact our recovery department by phone at **************.
  
  

  Customer Answer

  Date: 09/21/2022

   
  Complaint: 17933452
  
  I am rejecting this response because: I am not liable for this debt/collection and was placed on my report without my knowledge. I have not receive no letter therefore I am not bound to this debt and would like it to be removed.
  
  Sincerely,
  
  **********************

  

  Business Response

  Date: 09/22/2022

  Acima (hereinafter "we," "us," "our") received the rejection of our response filed by *********************************** on September 21, 2022. 
  Pursuant to section 609(e) of the Fair Credit Reporting Act (the ****** , ****************** must present to us a government-issued identification card and a copy of a police report evidencing her claim of identity theft.  Upon receipt of Ms. ******** police report, we will further investigate her allegations.
  As ****************** has provided no new documentation, and we have answered all allegations previously, we consider this complaint closed. If ****************** has further questions regarding our fraud investigation process, she may email our fraud department at ******************************.

• Initial Complaint

  Date:09/07/2022

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased 3 items using acima as the payment method. The total of these items came to ******. I have paid a total of $1,080.40 for these items yet on the website it states I owe another ****. Over double of what these actually cost, calls have gone unanswered, I cant even find a email address on the website to contact customer support and the live chat is always down. I want to figure out how to end this I mean I have already paid more then what the items are worth.

  

  Business Response

  Date: 09/07/2022

  Acima (hereinafter us, we, our) received the complaint filed by *********************************** through the Better Business Bureau (BBB) on September 7, 2022. We investigated her complaint and prepared the following response.
  
  ****************** alleges that she purchased 3 items. This is not correct. ****************** did not purchase the referenced items. Rather she elected to utilize Acimas rental services, wherein Acima purchased items selected by ****************** and she took possession of the items after entering into a lease agreement with Acima. To further clarify, on December 6, 2021, ****************** visited an independent third-party retailer RTB Shopper (the Retailer) online. While on the Retailers website, she applied and was approved for our leasing services. On that same date, ****************** selected property described as 1x Apple - 10.2-Inch iPad (Latest Model) with Wi-Fi - 64GB - Space Gray - $439.99 1x Apple - AirPods with Charging Case (Latest Model) - White - $169.99 1x Apple Watch SE (GPS) 40mm Space Gray Aluminum Case with Black Sport Band - Space Gray - $369.99 (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 52 weekly rent renewal payments of $44.80 before tax, plus an initial rent payment of $50.00 before tax, for a total of $2,379.23 (the Total of Payments) before tax.
  
  Acima also offers two Early Purchase Options (EPOs); each of which reduces the cost of ownership to the customer and terminates the Agreement prior to completion of all scheduled rent renewal payments. The first EPO is a 90-Day EPO wherein a customer can obtain ownership of the property within 90 days of receiving the property by paying the Acima Cash Price and a $50.00 purchase fee. ****************** had a 90-Day EPO purchase price of $1,079.97 before tax which expired on March 7, 2022. The second EPO stipulates a customer may obtain ownership at any point after the first 90 days by paying a lump sum payment equivalent to 65% of any remaining renewal payments plus any past-due rent.
  
  ****************** alleges that calls have gone unanswered, the live chat is always down, and [she] cant[sic] even find a[sic] email address on the website to contact customer support. ****************** may contact our recovery department during business hours by phone at ************** Monday through Friday 6:00 am-10:00 pm MT and Saturdays 7:00 am-7:00 pm MT, by chat at www.acima.com Monday through Friday 7:00 am-9:00 pm MT and Saturdays 7:00 am-7:00 pm MT, or by email at *********************************** Please note, ****************** may experience a waiting time when contacting Acima. Our contact information can be found by clicking on the Support/FAQ section of our homepage. We confirm Acimas customer service departments have been available via call, chat, and email during the times stated above, barring federal holidays, throughout the course of Ms. ******** lease.
  
  ****************** alleges that The total of these items came to ******. [She has] paid a total of $1,080.40 for these items yet on the website it states [she] owe[s] another ****. Over double of[sic] what these actually cost[she has] already paid more then[sic] what the items are worth. While we confirm that the Retailer invoice price of the Property was $****** before tax, by entering into the Agreement, ****************** agreed that in order to obtain ownership of the Property, she would be required to execute one of the purchase options outlined within the Agreement. ****************** did not meet the requirements set forth under the Agreement to successfully execute the 90-Day EPO. The expiration of Ms. ******** 90-Day EPO did not result in her lease amounts doubling. It simply meant this option was no longer available, and she could exercise a different option to obtain ownership of the Property if she chose. The terms and conditions of ownership were set forth at the initiation of the Agreement and have not changed. 
  
  ****************** states that [she] want[s] to figure out how to end this. To assist Ms. ******** understanding of the options available to her, we provide the following information: ****************** has two purchase options available to her. First, she may execute the second EPO at any time. As of todays writing, the second EPO amount is $1,378.94 before tax, this amount is subject to change and includes her past due rent and fees. Second, she may correct her past-due rent obligation of $971.50 before tax then continue to make the minimum scheduled rent renewal payments until the end of the rental period. If ****************** does not wish to execute a purchase option outlined in the Agreement, she may terminate the Agreement at any time without penalty by returning the Property in accordance with our directions, pursuant to paragraph 9 of the Agreement titled, Termination. To exercise any of these options, we request that ****************** contact our recovery department at **************.
  
  We consider this matter closed as we addressed all of Ms. ******** concerns. If ****************** has any questions regarding her lease or would like to execute any of the options available to her, she may contact our recovery department at the phone number provided above.
  
  

• Initial Complaint

  Date:09/02/2022

  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.

  15 U.S.C. **** Section 602 A. States I have the right to privacy 15 U.S.C **** Section 604 A Section 2: it also states a consumer reporting agency cannot furnish a account without my written instructions 15 *********** Without the prior consent of the consumer given directly to the debt collector or the express permission of a court of competent jurisdiction, a debt collector may not communicate with a consumer in connection with the collection of any debt

  

  Business Response

  Date: 09/07/2022

  Acima (hereinafter we, us, our) received the complaint filed by ********************************* through the Better Business Bureau (BBB) on September 2, 2022. Please note, **************** does not indicate which of his two leases with Acima his complaint is regarding. Nevertheless, we prepared the following response to assist his understanding of his rental-purchase agreements (collectively, the Agreements) and the nature of our services.
  On June 16, 2021, **************** entered an independent third-party retailer ********************************** (the Retailer) located in *******, *****. While with the Retailer, he applied and was approved for our leasing services. On that same date, **************** selected property described as ******************* King ***** (the First Property). Acima purchased the First Property, and **************** electronically entered into a rental-purchase agreement (the First Agreement) wherein he agreed to rent the First Property from Acima. Pursuant to the First Agreement, to obtain ownership of the First Property **************** was required to make 52 weekly rent renewal payments of $20.52 before tax, plus an initial rent payment of $50.00 before tax, for a total of $1,116.79 (the First Total of Payments) before tax. **************** also had two early-purchase options (EPOs) available to him to obtain ownership of the First Property prior to completing all scheduled rent renewal payments. Our records show on June 20, 2021, **************** exercised his first EPO and purchased his first lease.
  On July 7, 2021, **************** entered an independent third-party retailer ******************* (the Retailer) located in ********************, *****. While with the Retailer, he again applied for our leasing services and was approved. On that same date, **************** selected property described as Bright Loveseat and ***** ****** Table (the Second Property). Acima purchased the Second Property, and **************** electronically entered into a rental-purchase agreement (the Second Agreement) wherein he agreed to rent the Second Property from Acima. Pursuant to the Second Agreement, to obtain ownership of the Second Property **************** was required to make 52 weekly rent renewal payments of $150.26 before tax, plus an initial rent payment of $50.00 before tax, for a total of $7,863.24 (the Second Total of Payments) before tax. **************** also had two early-purchase options (EPOs) available to him to obtain ownership of the First Property prior to completing all scheduled rent renewal payments. Our records show on January 7, 2022, Mr. ******* second lease was charged off due to non-payment. 
  **************** alleges Acima is in violation of 15 U.S.C **** section 602 A. which states [he has] the right to privacy. There is no law titled 15 U.S.C **** section 602 A; however, we confirm that we have not violated any of **************** rights to privacy. Pursuant to our records, Acima placed a do not contact order on both of Mr. ******* leases on November 29, 2021, per his request. As of that date, Acima has discontinued all communication with **************** regarding his leases.
  **************** alleges Acima is in violation of 15 U.S.C **** Section 604 A Section 2 which states a consumer reporting agency cannot furnish a account without [his] written instructions. There is no law titled 15 U.S.C **** Section 604 A Section 2. Additionally, Acima is not a consumer reporting agency, rather we are a furnisher of information to the credit reporting agency. However, we confirm that **************** did authorize Acima to report on his credit by signing the Agreements. Pursuant to paragraph 13 of the Agreements titled Reporting, You approve and acknowledge that we may report information about your lease and payment history to credit bureaus. Please note, Experian is the only major credit bureau to which Acima reports.
  **************** alleges Acima is in violation of 15 U.S.C ****C. 15 U.S. Code ****c refers to debt collection practices. As Acima is not a debt collector by definition, this law does not apply to us.
  Mr. ******* desired resolution is a correction to his credit report. Upon receipt of this complaint, we have investigated our reporting and determined that it is accurate. As such, no correction is necessary. Acima is responsible to provide correct and accurate information to the credit bureaus, and we will not remove correct and accurate information from customers credit reports.
  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 either of his leases, he may contact our recovery department by phone at **************.