Complaints

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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:08/29/2022

  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 clicked one this bc it stated "bad credit ok" "no credit ok" so I applied bc I need a new laptop. I had to enter all my personal information including account numbers and routing numbers as well as my full social security even tho it stated it doesn't use your credit. the decision came back as not approved being that my credit is in the mid 600s im seeking to find out why, so I contact acima and click on chat, and I enter once again my personal information and the min the chat agent comes on that ask me again to provide SSN name birth all the info that was just entered at the beginning of the chat, and I don't feel comfortable doing this if it isn't avail tor the agent then who did I just give it to?? and why is the agent asking when they shouldn't be?? absolutely no body in the country still uses a system where u give your personal info to a chat agent, nobody its a safety concern. so I would like to know why you guys use false advertising to lure ppl in, get their account numbers and full information, then ***** them of the very thing you state you don't deny people of? false advertising is illegal last I checked I just want a response before investigating this further. thanks

  

  Business Response

  Date: 09/06/2022

  Acima (hereinafter us, we, our) received the complaint filed by ************************* through the Better Business Bureau (BBB) on August 28, 2022. We investigated his complaint and prepared the following response.
  
  Our records indicate on August 29, 2022, ************** applied for our services through an independent third-party retailer Buy On Trust (the Retailer) online. Upon submission, his application was denied due to Unable to Verify Identity. Accordingly, on September 3, 2022 we emailed ************** an adverse action notice (the Notice) to the address he provided to us during the application process. We direct ************** to this Notice for additional details surrounding his denial.
  
  If ************** has any additional questions or concerns in regards to this complaint, we ask that he provide a response through the BBBs complaint portal. If ************** has general questions in regards to Acima, he may contact our processing department by phone at **************.
  
  

  Customer Answer

  Date: 09/07/2022

   
  Complaint: 17794051
  
  I am rejecting this response because: I did contact the approval department. I also entered my full info name dob and San to be accepted into chat with an agent. Then the agent immediately asked me for my San sob and full info again which is a security risk bc I entered it into the system I shouldnt have to receipt it to a human being 2 mins later and he refused to help me. I also emailed them and they told me that they couldnt give me any info bc I answered all my info correctly Im unsure how they say it wasnt avail to me but last time I checked when an adverse action is taken out against you you have a right to know why unless they exempt that law? Id like to know why and who decided I entered the wrong info. 
  
  Sincerely,
  
  *********************

  

  Business Response

  Date: 09/12/2022

  Acima (hereinafter us, we, our) received the rejection of our response filed by ************************* through the Better Business Bureau (BBB) on September 9, 2022.
  
  ************** states he entered his personal identifying information to initiate contact with us via our chat feature but refused to provide it a second time with a live agent, as he alleges it is a security risk. On August 29, 2022, we confirm ************** contacted us via our chat feature; however, he refused to verify his identity. As such, we were unable to assist him and encourage him to contact us by phone. Pursuant to our records, as of todays date, ************** has not contacted us by phone. Acima follows all applicable privacy laws, including the Gramm ***** ****** Act (GLBA). It is company policy for agents to verify customers identities prior to releasing any information specific to customer accounts. If customers choose not to verify their identity with our agents, we will not release any information. We refute ************** allegation that our asking him to verify his identity by providing key information is a security risk. 
  
  ************** states that [he] also emailed [us] and [we] told [him] that [we] couldnt give [him] any info. On September 5, 2022, we received an email from ************** regarding his denial. Acima agents are not authorized to override identity denials issued by our system. Moreover, our agents are not provided with any further information surrounding the specifics of any denial reason. Thus, we replied to ************** with the following information: Unfortunately, for your security, we do not have any additional information in regards to your denial, you are able to reapply after 30 days. Again, we direct ************** to the Adverse Action Notice that he received on September 3, 2022, for additional details surrounding his denial. 
  
  Per ************** inquiry, Acimas application process requires specific identifying information. This information includes but is not limited to, physical address, email, and phone number. Social Security Number or ITIN, drivers license number, banking and payroll information. This information is verified upon submission to Acima to ensure that all information matches and identifies the application and that it meets Acimas criteria for approval. Acima only allows applications to proceed that have passed our identity requirements. To protect the privacy of our customers, the denial information disclosed by our system is limited. Acima asserts its right and prerogative to determine an applicant's lease-worthiness and deny any application at our own discretion. 
  
  At this time, ************** application will remain denied. We encourage him to reapply 30 days after his application date. If ************** has any general questions in regards to Acima, he may contact our processing department at **************.

  Customer Answer

  Date: 09/13/2022

   
  Complaint: 17794051
  
  I am rejecting this response because: your system verifies my identity. Then immediately after its verified Ive got an agent asking for my full blown info. Why do you make someone fill this information out if it isnt utilized bc you cannot chat with someone until you do. I have no problem verifying my identity in your system so pls tell me why your system has problem verifying me it doesnt make any sense. Im entitled to know when an adverse action is made against me so I personally can validate it and or fix it beit something Im unaware of. We can make statements oof facts all day but Im loookng for one thing, why my identify wasnt verified so I can investigate it. After all its ME we are referring to. Im legally entititled to any information about ME that is made or discussed. Period. It dont matter what your policy and procedures are its about what the laws is and whether or not you abide by it is your discretion but when it come as to me, and my information, your gonna be lawful and tell me why so I can figure out what the problem is bc again Im ME and your opinion of me is none of my business, but when that opinion is alleged false information I have every right to know and do as I please with the information. 
  
  Sincerely,
  
  *********************

  

  Business Response

  Date: 09/15/2022

  Acima (hereinafter us, we, our) received the second rejection of our response filed by ************************* through the Better Business Bureau (BBB) on September 14, 2022. Again, we direct ************** to the Adverse Action Notice that he received on September 3, 2022, for additional details surrounding his denial. We consider this matter closed as ************** is not a customer of ********************** and we have addressed the entirety of his complaint.

• Initial Complaint

  Date:08/23/2022

  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 was purchasing tires at a big O tire located here in **************. They told me about this company Acima that I could do a credit with them to purchase my new tires for my work vehicle. I proceeded to do the application was approved and gave the information to big O tire. Tires were purchased and put on my work van at that time Acima was deducting the weekly payment out of my business account. I then spoke to a young lady from the company at the end of the money being paid that I thought was in full, she stated that the account was paid and would be closed with good gracious. Then they proceeded to deduct money from my personal account weekly. I contacted the company they explained to me that I owed a different amount than the amount that I paid to big O tire. This amount that they are asking is well over double the amount that I paid for my tires. I asked them to speak with the manager I spoke with the manager the manager basically told me too bad you will owe double the amount on your tires or we will collect them from your vehicle. Not understanding why someone would ever agree to pay double for the amount when none of these things were explained to me at the time of purchase. To charge someone double the amount of the product that they have purchased is not a good business ethic. To me in amounts to a under crooked fraud!

  

  Business Response

  Date: 08/26/2022

  Acima (hereinafter us, we, our) received the complaint filed by ******************************* through the Better Business Bureau (the BBB) on July 8, 2022. We investigated her allegations and prepared the following response.
  ******************** alleges she purchased tires at a big * tire located here in **************. This statement demonstrates a misunderstanding of the products and services that Acima offers. We investigated Ms. ********* lease and provide the following response.
  Pursuant to our records, on February 7, 2022, ******************** entered an independent third-party retailer Big * Tires (the Retailer) located in **************, ****. While with the Retailer, he applied and was approved for our leasing services. *n that same date, ******************** selected property to rent described as TIRES (the Property). Acima purchased the Property, and ******************** electronically entered into the rental-purchase agreement (the Agreement) wherein she agreed to rent the Property from Acima. Pursuant to the Agreement, to obtain ownership of the Property ******************** was required to make 12 monthly rent renewal payments of $49.06 before tax, plus an initial rent payment of $25.00 before tax for a total of $2,575.79 (the Total of Payments) before tax.
  As a courtesy to the customer, ********************** offers two early purchase options (EP*s); 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 EP* is a 90-Day EP* 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 EP* purchase price of $1,164.73 before tax which expired on May 8, 2022. The second EP* 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.
  ******************** alleges that a young lady from the companystated that the account was paid and would be closed with good gracious[sic]. Acima has thoroughly reviewed our communications with ******************** and have no record of us discussing her lease being purchased or closed. Rather, our records indicate that our first communication with ******************** was on July 15, 2022, through our customer service departments chat platform. During this communication, ******************** was informed that her 90-Day EP* had expired and as of that date, her second EP* amount was $1,030.59 after tax. Following this communication, ******************** contacted our recovery department on August 22, 2022, and was informed of her past due balance and remaining Total of Payments. We vehemently deny Ms. ********* claims that she was informed that her lease was purchased in full or closed.
  ******************** states Acima is deducting money from [her] personal account weekly.  For clarity purposes, after ******************** signed the Agreement, she made her initial rent payment of $25.00 before tax using a **** card ending in ****. The message displayed prior to her initial rent payment submission stated, By selecting this box, you authorize Acima to initiate any future scheduled weekly renewal payment of $52.86 (which includes tax), and may include additional fees, in accordance with the Lease-Purchase Agreement. Acima placed this card on file as an authorized secondary payment method. Pursuant to paragraph 12 of the Agreement titled Payment Authorization, You authorize us to initiate an electronic fund transfer (EFT) over the *** networkfrom 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. If this EFT is returned unpaid, you authorize us to charge any card or bank account provided to us for such payment. *n July 15, 2022, Ms. ********* rent renewal payment in the amount of $49.06 before tax failed to process, placing her account in past due status. Ms. ********* rent renewal payment due on  July 22, 2022. was also unable to be withdrawn from her primary payment method. Subsequently, our system placed Ms. ********* secondary payment method on file as her primary payment method. The Agreement constitutes a lease of the Property, and Acima is entitled to payment by ******************** for the time she is in possession of the Property.
  ******************** alleges Acima is charging her a different amount than the amount that [she] paid to big * tire. Acima is not privy to any payments made to the Retailer in association with the Property, nor do we accept down payments. As explained, Acima purchased the Property from the Retailer and ******************** is renting the Property from Acima. Pursuant to paragraph 3 of the Agreement titled Purchase Terms, This Agreement will terminate, and you will acquire ownership of the Property if you make the Initial Rent Payment and 52 Renewal Payments totaling $2,575.79 (Total of Payments). ******************** chose to utilize our services, and as such agreed to the terms and conditions contained therein, including the purchase terms and amounts as discussed above.
  ******************** alleges she was not informed of the purchase terms at the time of purchase and she is paying double the amount. This is not true. Acima works hard to ensure customers are informed at various times throughout the lease application process of the type of services we offer as well as the potential cost. As confirmed, ******************** has not purchased the Property and she is currently renting it from Acima. Acimas intent is to be as unambiguous as possible in terms of our agreement terms and customers payment obligations. We can confirm that Acima provided ******************** all the information regarding the terms of the Agreement, including the payment and purchase terms, prior to and following the officiation of the Agreement. There is not an increase to the payment obligations following the expiration of the 90-Day EP*, rather the Total of Payments is the amount ******************** will have paid if she chooses to make her 52 schedule rent renewal payments of $49.06 before tax. At the inception of Ms. ********* Agreement, the Total of Payments amount of $2,575.79 before tax was created, agreed upon, and has remained unchanged. It was Ms. ********* responsibility to review the terms and conditions of the Agreement and to seek additional information if necessary. 
  Ms. ********* desired resolution is listed as, Not Entered. As ******************** has not listed a desired resolution, wed like to ensure she is informed of her remaining purchase options. As of August 26, 2022, Ms. ********* account is 14 days past due and has accrued a past due amount of $156.12. ******************** has two options remaining to purchase the Property. First, she may resolve her delinquency and continue to make her timely rent renewal payment in order to acquire ownership of the Property after completion of all scheduled rental payments. Second, she may purchase the Property by exercising the second EP*. As of the date of this response, the amount necessary to exercise Ms. ********* second EP* amount is $921.24 before 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.
  We hope this explanation and resolution provided assists Ms. ********* understanding of her Agreement. If ******************** has any further questions or concerns related to this matter, we ask that she provide a response through the Better Business Bureaus complaint portal. If ******************** has general questions in regards to her lease, she may contact our recovery department by phone at **************.
  
  

• Initial Complaint

  Date:08/20/2022

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I used acima for a drier. Have papers that states $41 and change and month. Well they started pulling in every week. Can't afford that a month so told them to come get drier. They sent me 2 options settlement or donation of drier. I choose settlement and was told I could no longer use acima in future. Well the person told me on the phone that all payments would be pulled automaticlly. Well they failed to pull last payment July 9th and noticed a couple weeks later that 2 more payments were pulled. I called and was told that if that last payment wasn't made then the account would go back to a regular account. I was never told that on the phone when setting up the payments. I need help cause in all reality they $600 drier I have paid around $900 for and they have a same as cash for 6months which in my thoughts I should be in that 6 month mark and drier should be paid for. Please help me before they try to lower my credit I'm trying so hard to build I will locate the papers and upload asap.

  

  Business Response

  Date: 08/25/2022

  Acima (hereinafter “us,” “we,” “our”) received the complaint filed by Mr. ****** ****** through the Better Business Bureau (“BBB”) on August 20, 2022. We investigated his complaint and prepared the following response.
  
  Mr. ****** alleges that “[we] have a same as cash for 6months [sic].” This is not true, Acima does not claim to be “same as cash.” To clarify the nature of our services, we offer the following information.
  
  On April 2, 2022, Mr. ****** entered an independent third-party retailer – Conn's Home Plus (the “Retailer”) – located in Tampa, Florida. While with the Retailer, he applied and was approved for our leasing services. On that same date, Mr. ****** selected property described as “1x HE FL ELEC DRYER (WHITE) - $647.0 1x BLUETOOTH IPX5 BOOMBOX - $179.99” (the “Property”). Acima purchased the Property, and Mr. ****** electronically entered into a rental-purchase agreement (the “Agreement”) wherein he agreed to rent the Property from Acima. Pursuant to the Agreement, to obtain ownership of the Property Mr. ****** was required to make 52 weekly rent renewal payments of $44.64 before tax, plus an initial rent payment of $49.00 before tax, for a total of $2,370.01 (the “Total Cost”) before tax. Alternatively, he could execute any other purchase or termination option outlined within the Agreement. We include a copy of the Agreement for review. 
  
  On May 18, 2022, Mr. ****** initiated the termination of his lease pursuant to paragraph 9 of the Agreement titled, “Termination.” We provided Mr. ****** with instructions for returning the Property as well as a settlement offer. This settlement offer would allow him to keep the Property for a lesser amount than any purchase option available and his account would be reported as settled. Please note, Acima is not obligated to extend settlement offers. We advised Mr. ****** that by accepting the settlement option, his account would report as settled and he would no longer be able to lease with Acima. On May 20, 2022, Mr. ****** voluntarily chose to accept the settlement option and arranged payment. All payments in the arrangement were necessary to successfully close the account. 
  
  The payment of $73.05 before tax on July 9, 2022 was returned to us unpaid with the failure code, “Insufficient funds,” as such, we deny his allegation that “[we] failed to pull last payment July 9th.” Accordingly, we resumed Mr. ******’s rent renewal payment schedule as outlined in the Agreement and drafted rent renewal payments on August 5, 2022, of $24.33 before tax and August 12, 2022, of $44.64 before tax. 
  
  As a courtesy to Mr. ******, we credited these rent renewal payments to his missed payment on the settlement offer and closed his lease for the amount received. If Mr. ****** has general questions in regard to his closed lease, he may contact our customer service department by phone at ###-###-####.
  

• Initial Complaint

  Date:08/15/2022

  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.

  After carefully reviewing my credit report i notice i had a collection on there from acima digital fka. I demand the account to be deleted from my credit report. Someone used my identiy to open up this account.

  

  Business Response

  Date: 08/18/2022

  Acima (hereinafter we, us, our) received the complaint filed by Mr. *************** through the Better Business Bureau (BBB) on August 15, 2022, alleging identity theft. We investigated his complaint and provide the following response.
  Mr. ****** is alleging 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 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 fraud@acima.
  
  

• Initial Complaint

  Date:08/06/2022

  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.

  The online chat system is terrible. Let us start with that. Everything directs you to call. They never respond to emails. Email, chat and call are the 3 24 hr options and everything directs you to call ultimately. The representatives are 100 unprofessional and tell you that you should have the money and do not care about anything. They have hidden fees and do not tell you that you will incur other fees. My product was $200 and something dollars and they are charging me over $600. The last person I spoke to told me to pay $194.79 when I can and I had to pay a fee to extend the payment. The fees go up by the minutes. Each time I refresh the page. I cannot get any manager or higher manager on the line. I am not paying more than the $194.79. And when I tell the reps this they say, I know but the other person didnt tell you that is not my fault. I was told $194.79 that is all I have and all I will pay. This is a terrible company and they lie and make it up as they go.

  

  Business Response

  Date: 08/15/2022

  Acima (hereinafter us, we, our) received the complaint filed by ********************************* through the Better Business Bureau (BBB) on August 6, 2022. We investigated her complaint and prepared the following response.
  
  On April 7, 2022, ****************** visited an independent third-party retailers website Wayfair (the Retailer). While on the Retailers website, she applied and was approved for our leasing services. On that same date, ****************** selected property described as 1x Mercury Row Bowdoin Low Profile Platform Bed (the Property). Acima purchased the Property, and ****************** electronically entered into a rental-purchase agreement (the Agreement) wherein she agreed to rent the Property from Acima. Pursuant to the Agreement, to obtain ownership of the Property ****************** was required to make 52 weekly rent renewal payments of $17.67 before tax, plus an initial rent payment of $45.00 before tax, for a total of $963.44 (the Total of Payments) before tax.
  
  As a courtesy to our customers, 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 $10.00 purchase fee. ****************** had a 90-Day EPO purchase price of $474.38 before tax which expired on July 6, 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 [e]verything directs you to call. [We] never respond to emails. This is not accurate. We confirm we have a chat feature; however, not all situations are able to be handled via chat. In such instances, we direct customers to call in. In regards to emails, due to security concerns, we cannot verify customers identities over email, which involves confirming sensitive personal information. As such, we cannot divulge any information over email, and customers are directed to call in. 
  
  ****************** alleges that the Property was $200 and something dollars and [we] are charging [her] over $600. This is not true. We confirm the Retailer invoice price was $419.38; however, by entering into the Agreement, she 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. For clarification, ****************** is only expected to pay the Total of Payments if she does not exercise an EPO option or a termination, and rents the Property for the entire rental period. Stated differently, ****************** may return the Property at any time, pay the past due accrued rent, and end any further obligation associated with this Agreement, or purchase the Property during the course of her lease via an available EPO or make all scheduled rent renewal payments agreed to in the Agreement.  
  
  ****************** alleges that our agents are unprofessional and tell [customers] that [they] should have the money. We reviewed our communications with ****************** and deny this allegation. We confirm that our agents provided correct information in advising her that to honor the 90-Day EPO, she would have to pay the 90-Day EPO amount by the 90-Day EPO expiration date. Moreover, we confirm our agents conducted themselves in a professional manner.
  
  ****************** alleges that [we] have hidden fees and do not tell [customers] that [they] will incur other fees. This is not true. We confirm that all applicable fees are disclosed in paragraph 4 of the Agreement titled, Other Charges. On July 6, 2022, ****************** initiated a call to us wherein she explained she needed until the following day to execute her 90-Day EPO. Acima allows customers to utilize their 90-Day EPOs a few hours after the expiration date in order to take different time zones into consideration. We assisted ****************** in scheduling the final purchase payment to honor the 90-Day EPO. We explained to ****************** that if she required additional time, up to 7 days, a $100.00 extension fee would apply. In requesting an extension of the 90-Day EPO, customers are asking us to alter the terms of the original Agreement, which we are willing to do for our customers, with an associated fee. Please note, that this fee is not contemplated in the Agreement as it is not applicable unless a customer wishes to alter the terms of the Agreement. 
  
  ****************** alleges that [t]he last person [she] spoke to told [her] to pay $194.79 when [she] [could] and [she] had to pay a fee to extend the payment. This is not true. On July 7, 2022, the scheduled purchase payment was returned unpaid with the failure reason of Not allowed contact bank. Our next communication with ****************** occurred on On July 13, 2022. During this interaction, she requested to schedule the remaining 90-Day EPO amount for July 27, 2022. We explained that the deadline to meet the 90-Day EPO, with the extension totaling $328.36, was July 13, 2022. ****************** stated she was not going to pay the extension fee and she would pay the remaining 90-Day EPO amount when she could. Our agent clarified that this option expires on July 13, 2022, and ****************** would be unable to utilize it in the future. Given the facts, we deny her allegation that we informed her she could pay $194.79 when she is able to.
  
  ****************** alleges that the fees go up by the minutes. Each time [she] refresh[es] the page and that agents have failed to let her know about the fees she would incur. As confirmed above, fees were disclosed to her prior to entering the Agreement and she was informed of the fee associated with the extension of the 90-Day EPO. ****************** did not provide any screenshots to support her allegation; however, it is likely the amounts she is seeing are amounts before tax and after tax. Moreover, we confirm she has properly incurred fees according to the Agreement. 
  
  ****************** alleges that [she] [couldnt] get any manager or higher manager on the line. On July 13, 2022, ****************** requested to speak with a supervisor; however, while the call was being transferred we confirm ****************** disconnected the call before being connected to a supervisor.
  
  ****************** listed desired settlement is for No further contact by the business; Correction to a credit report. Upon receipt of this complaint, we placed a do not contact order on her account. As such, ****************** will no longer receive any communications from Acima. We investigated our reporting of her account and determined that we were not previously reporting ****************** lease to the credit bureau. However, as of todays date, we updated our reporting to accurately reflect ****************** lease and she should see this reflected on her credit report within 30 days. Please note, Experian is the only major credit bureau to which ********** information. We confirm that ****************** agreed to credit reporting by signing the Agreement, pursuant to paragraph 13 of the Agreement titled Reporting, You approve and acknowledge that we may report information about your lease and payment history to credit bureaus. 
  
  The 90-Day EPO and the extended 90-Day EPO have expired and are no longer available options to ******************. ****************** 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 $477.87 before tax, this amount is subject to change. Second, she may correct her past-due rent obligation of $73.21 before tax and then continue to make the minimum scheduled rent renewal payments until the end of the rental period, or until she chooses to purchase her lease or terminate it. Please note, ****************** may terminate the Agreement at any time without penalty by returning the Property in accordance with **************, pursuant to paragraph 9 of the Agreement titled, Termination. To exercise any of these options, we request that ****************** contact our recovery department at **************.
  
  As we have addressed all allegations and granted ****************** desired resolution, we consider this complaint closed. 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 lease, she may contact our recovery department by phone at **************.
  

• Initial Complaint

  Date:08/02/2022

  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 was told at store that I would have 90 days same as cash through the use of cima at time of purchase now I have commenced payments of lease 60 days before I have had chance to pay off entire balance. I would prefer to return the furniture since I was led to believe Id have 90 days.

  

  Business Response

  Date: 08/04/2022

  Acima (hereinafter us, we, our) received the complaint filed by ************************************* through the Better Business Bureau on August 2, 2022. We investigated her account and provide the following response.
  Our records show on June 27, 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, she selected property described as sectional and chair (the Property). On June 27, 2022, Acima purchased the Property, and ******************** electronically entered into a rental-purchase agreement (the Agreement) wherein she agreed to rent the Property from Acima. Pursuant to the Agreement, to obtain ownership of the Property, ******************** was required to make 24 twice monthly rent renewal payments of $78.71 before tax, plus an initial rent payment of $25.00 before tax, for a total of $1,913.95 (the Total Cost) before tax.
  ******************** alleges the Retailer told her she would have 90 days same as cash. For clarity, Acima does not offer same as cash.As a courtesy to the customer, ********************** offers two early purchase options (EPOs); each of which reduces the cost of ownership to the customer and terminates the Agreement earlier than the total scheduled rent renewal payments contained within. The first EPO is a 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. ******************** has a 90-Day EPO purchase price of $898.95 before tax which is available until September 28, 2022. The second EPO stipulates a customer may obtain ownership at any point after the first 90 days by paying a lump sum payment equivalent to 65% of the remaining renewal payments. Pursuant to page 1 of the Agreement, The Agreement includes a 90 day Early Purchase Option. This Early Purchase Option may be an amount greater than the retailers sale price and not same as cash. Acima was not a present party in the negotiations between ******************** and the Retailer; however, it was her responsibility to review the Agreement and to seek further information if necessary to assist in her understanding. Nonetheless, we have submitted a request for the Retailer to receive further training to prevent future confusion.
  ********************** desired resolution is to return the furniture. Pursuant to paragraph 9 of the Agreement titled Termination, You may terminate this Agreement at any time without penalty by returning the Property in accordance with our directions, and by paying us any delinquent Renewal Payments, plus Other Charges due. On August 2, 2022, Acima sent ******************** an email requesting pictures of the Property be emailed to us so we can provide her with further instructions. As of todays date, our records indicate that ******************** has not opened our return instructions. If ******************** is interested in terminating the Agreement and returning the Property, we request her to cooperate with our return instructions so we can resolve this matter. 
  We hope this response provides clarification to ******************** surrounding the terms of the termination process..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 any questions regarding her return, she may contact our resolutions department at **************.
  
  

• Initial Complaint

  Date:08/01/2022

  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 notice this company ACIMA had taken out money from my account last month and when I further investigated how many times and the amount, it was 11 times for a total of $839.63 over the last six months. Every time it was for the same amount of $76.33. They took out money on 12/2721, 1/23/22, 01/02/22, 02/22/22, 02/0222, 03/22/22, 04/22/22, 04/03/22, 05/04/22 and 06/22/22. I called ACIMA first, and they stated they dont have any account for me and to reach out to the fraud department. I reached out to them via email, and they told me to send them all the information which I did many times. I sent them a file and they stated that they could not open it, so I took pictures and sent those on. I even asked for the number where I could fax the information too. No one has reached out to me since I sent the pics of the statements. I responded to them about 3 times after that and no one has gotten back to me or given me any type of update.

  

  Business Response

  Date: 08/03/2022

  Acima (hereinafter we, us, our) received the complaint filed by ************************************* through the Better Business Bureau (BBB) on August 1, 2022, alleging bank fraud. We have investigated his complaint and provide the following response. Please note, we were unable to locate a lease in our system that matches the identifying information ************************ provided.
  ************************ is alleging bank fraud. 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 full bank statement that shows the affected charges. 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 refund all payments. Absent proof of fraudulent activity, we will not terminate the lease or refund any payments.
  ************************ claims he has not received a response from Acimas fraud department. Please note, we endeavor to respond to everything; however, if ************************ has not received a response from our fraud department, he may email them again at ******************************* Additionally, he may contact our customer service department at ************** or fax us at ************.
  As we are awaiting for additional documentation, we consider this complaint closed. If ************************ has any additional questions or concerns in regards to this complaint, we ask that he provide a response through the BBBs complaint portal. If ************************ has general questions in regards to Acima, he may contact our fraud department by email at *******************************
  
  

  Customer Answer

  Date: 08/04/2022

   
  Complaint: 17653702
  
  I am rejecting this response because: I have already sent in the required documents to show where they took out the money and they have not responded to me. 
  
  Sincerely,
  
  *********************************

  

  Business Response

  Date: 08/08/2022

  Acima (hereinafter we, us, our) received the rejection of our response filed by ************************************* through the Better Business Bureau (BBB) on August 5, 2022. We have investigated his complaint and provide the following response.
  ************************ claims he has sent in the required documents. . . and [Acima has] not responded to [him]. We can confirm that we have received Mr. *********** email as of August 4, 2022. Please note, it takes our fraud department 3-5 business days in order to fully investigate and respond to a customers email. As such, ************************ should receive a response by August 11, 2022. If ************************ has not received a response by that date, he may send a follow-up email to our fraud department at ******************************. 
  As we have addressed all allegations, we consider this complaint closed. If ************************ has any additional questions or concerns in regards to this complaint, we ask that he provide a response through the BBBs complaint portal. If ************************ has general questions in regards to Acima, he may contact our customer service department at **************.
  
  

  Customer Answer

  Date: 08/09/2022

   
  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:08/01/2022

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Acima refuses to process a return, starting they have not received photos of the merchandise. I have sent photos numerous times to resolutions. The company refuses to let me speak to resolutions and the time resets 3-5 business days each time I call in and have no "resolution". Meanwhile - I am being charged for leased items I have been trying to return. The communications and attempts to work with Acima have failed.

  

  Business Response

  Date: 08/04/2022

  Acima (hereinafter we, us, our) received the complaint filed by Mr. ************************* through the Better Business Bureau on August 1, 2022, regarding his attempt to complete a return. We reviewed his account and provide the following information.
  
  On July 15, 2022, **************** applied to utilize our leasing services with an independent retailer, and selected property described as ********* Galaxy S22 128GB - Phantom Black (T-Mobile) Sales Tax Shipping Charges Discount.  Acima purchased the Property, and **************** electronically entered into a rental-purchase agreement (the Agreement) wherein he agreed to rent the Property from Acima. Pursuant to the Agreement, to obtain ownership of the Property **************** was required to make 26 biweekly lease renewal payments of $62.64 plus tax, plus an initial rent payment of $60.00 for a total of $1,688.59 (the Total of Payments) before tax. 
  
  On July 21, 2022, we received an email from **************** requesting to return the Property. Pursuant to paragraph 9 of the Agreement, You may terminate this Agreement at any time without penalty by returning the Property in accordance with our directions. We contacted **************** that same day by phone to provide him with the return steps; however, he indicated he did not wish to return the Property at that time. **************** next called us on July 25, 2022, and again requested a return. We sent **************** an email containing the return steps, which would require **************** provide pictures of the Property to us. On August 1, 2022, **************** contacted us regarding the return, wherein we verbally advised we needed pictures of the Property to initiate a return, as we had not received them yet. **************** contacted us later that same date and asked whether we had received the pictures. Our agent checked to confirm whether the pictures had been received, and advised **************** to send the pictures one more time. **************** requested a supervisor. As we didnt have one available at that time, our agent offered to transfer **************** to another agent and **************** accepted. The second agent was able to confirm with **************** that we had received his email with the pictures and it was in queue, and we would reach out within 3 business days to confirm the return process. **************** expressed dissatisfaction with the process, claiming he originally sent pictures on July 26, 2022. Our agents advised him we would review the email as soon as possible to assist him with the return process.
  
  On August 2, 2022, our resolutions department confirmed the initiation of the return and called **************** to provide the next steps, which allow **************** to either return the Property to Acima or keep the Property if he chooses and settle the lease. We additionally provided these steps to **************** by email. We confirm that we have assisted **************** in a timely manner, and provided correct and accurate information to him regarding the return process. We find it unfortunate that **************** is dissatisfied with our service. 
  **************** alleges he is being charged for leased items [he] [has] been trying to return. Please note, the only rent payment **************** has made was the initial rent payment of $60.00 before tax, at the initiation of the Agreement. As **************** requested a return of the Property, upon receipt of the pictures we placed a hold on any future rent renewal payments. Additionally, we note that **************** revoked his authorization for rent payments to be drafted automatically in his email containing pictures of the Property. As such, regardless of whether **************** completes the return, Acima will not draft any rent payments automatically, unless **************** contacts us and again provides authorization to do so. Acima does not draft rent payments during the time we are working with customers to complete a return.
  
  As we are actively working with **************** to complete a return of the Property and confirm he has been in direct communication with us, we consider this complaint closed. We will continue working with him until the return is completed. **************** may contact our resolutions department directly by phone at **************, or by email at ************************************* Please note, the quickest method of communication is by phone, as that will allow for immediate assistance during regular business hours. 
  We hope this response assists ****************** understanding of the current status of his return. If **************** has any questions regarding this complaint, he may respond to us through the Better Business Bureaus complaint portal. If **************** has any questions regarding his return, he may contact our resolutions department at the contact information provided above.
  
  

  Customer Answer

  Date: 08/05/2022

   
  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:07/29/2022

  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 got a washer and dryer set from a place in ***********, ** and i got financing though Acima lease to own I make a payment every week and they keep saying I'm not make a payment but it's on my bank account when I them that they say my bank is lying.

  

  Business Response

  Date: 08/04/2022

  Acima (hereinafter we, us, our) received the complaint filed by *********************************** through the Better Business Bureau on July 29, 2022. Upon receipt of the complaint, we reached out to ****************** directly. As we are working with him towards a satisfactory resolution, we consider this complaint closed. If ****************** has any additional questions, he may contact our recover department by phone at **************. 
  
  

• Initial Complaint

  Date:07/27/2022

  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 credit autorizo el credito de la compra denlos colchones con ****** matress, les explique q la duena de los colchones no me informo que tenia q pagarlos en 3 meses y ahora ellos eatan cobrandome $703 mensuales por un ano por un contrato q dicen q firme con ****** ya les pague $4,200 y mi deuda es de $3,800, les explique pero no quieren ayudarme, no es mi culpa que no se me informara, necesito q me ayuden a resolver esto y que me devuelvan ****** les he pagado de mas, ayudenme por fabor, landuena del negocio deberia aceptar subresponsabilidad y ayudarme pero no lonquiere hacer y hasta me bloqueo el telefono, no responde mis llamadas. Ayudenme con estos abusivos porfabor gracias.

  

  Business Response

  Date: 08/04/2022

  Acima (hereinafter we, us, our) received the complaint filed by ************************* on July 27, 2022, through the Better Business Bureau. We investigated ************** lease and contacted her directly by phone to attempt to provide a resolution satisfactory to both parties. While we were able to contact her, she was not available to discuss her lease with us at that time. We request that she call us back at her earliest convenience so we may discuss a resolution with her. As we are working with ************** directly, we consider this complaint closed. ************** may contact our customer service department by phone at **************.