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:07/23/2022

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  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 In accordance with the Fair Debt Collection Practices Act. Debt collectors are not allowed to communicate with me under the 15 USC 1692C

  

  Business Response

  Date: 07/25/2022

  Acima (hereinafter we, us, our) received the complaint filed by Mr. ******** ******** on July 23, 2022, through the Better Business Bureau (BBB). We reviewed his complaint and provide the following response. 
  Pursuant to our records, ******************** has had prior rental-purchase agreements with Acima. He has successfully completed a purchase option for the first two that he entered into, and the third rental-purchase agreement was charged-off on December 13, 2020, due to non-payment. We invite ******************** to contact us directly at ************** if he has general questions regarding the status of his rental-purchase agreements. 
  ******************** claims In accordance with the Fair Debt Collection Practices Act.[sic] Debt collectors are not allowed to communicate with [him]. To provide clarification, Acima does not sell debts to third parties, nor do we collect on behalf of others. Acima is not a debt collector, we service our own leases, which originate with us. As such, we are not subject to the Fair Debt Collection Practices Act. Nonetheless, we placed a do not contact order on Mr. ********* account and he will no longer receive calls, texts, or emails from Acima.
  
  ******************** claims a consumer reporting agency cannot furnish a[sic] account without [his] written instructions. Please note, Acima is not a consumer reporting agency. Rather, we are a furnisher of information. We further confirm that ******************** provided us his authorization to report to the credit bureau upon signing the Agreement. Pursuant to paragraph 13 of the Agreement, 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 we report. 
  Mr. ********* desired resolution is a correction and removal of our reporting. ******************** does not indicate what information he believes to be incorrect. Upon receipt of this complaint, we reviewed our reporting and confirm it is accurate in its entirety. Acima is obligated to report correct and accurate information to the credit bureau, and will not remove correct information from our customers credit reports.
  
  We hope this response assists Mr. ********* understanding of our reporting obligations and his lease. If ******************** has further questions regarding this complaint, he may provide a response through the BBBs complaint portal. If he has any general questions regarding his lease, he may contact our recovery department at **************. 
  
  

• Initial Complaint

  Date:07/20/2022

  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.

  Acima reported an account on my credit report that does not belong to me. When I tried calling Acima to clarify the issue they make up a story that they cant hear me on the phone. I called and was transferred three times with the same excuse. The excuse always occurred after I told them I do not have a phone number associated with an account and that I wanted to solve a credit report issue. I am disputing the account on Experian and hope they reported right

  

  Business Response

  Date: 07/22/2022

  Acima (hereinafter we, us, our) received the complaint filed by *********************************** through the Better Business Bureau (BBB) on July 20, 2022, regarding allegations of fraud. We provide the following response.
  **************** is alleging identity theft and claims Acima has failed to provide her a solution when she contacts us. We reviewed the inbound contact history from the phone number that **************** listed on her complaint and have no records of her contacting us. Please note, **************** has also provided no evidence of the alleged reporting. Nonetheless, Acima takes fraud allegations very seriously. We  request **************** to file a police report and provide us with a full and complete copy of the same to ******************************* Alternatively, **************** may provide us with a ************************ Identity Theft Affidavit (FTC Affidavit). Upon receipt of the requested documentation, we will further investigate her allegation and attempt to locate a lease matching her identifying information. If a lease is located and itis determined to be fraudulent, we will terminate the lease in question 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. Please note, Experian is the only major credit bureau to which Acima reports.
  As we are awaiting further documentation, we consider this complaint closed. If **************** has any additional questions regarding our fraud procedure or obtains the required supporting documentation, she may contact our fraud department at ******************************* If she has any general questions regarding Acima, he may contact our customer service department at **************.
  
  

• Initial Complaint

  Date:07/20/2022

  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 bought a living room set back in April 2022 from Household furniture. In the past we had use "Acceptance now" and this time the they suggested to use this new company called ACIMA that was "fantastic and super accessible" I applied & qualified for an amount that covered the sofas, here is where the issues started:- I wanted to give a down payment and they refused to accept any payments more than $50, she said I could give a higher payment once I received the furniture.- I signed the contract to get automatic withdraws every 15 days, I gave them my bank information, routing #, account #, etc. The lady entered it, then 1 day after the 1st payment was due she called me very "rude" to let me know that the payment didn't go through, only to find out she decided to change my bank routing # after I left that 1st day I signed the contract, why she changed it? because she "thought I had given the wrong #" she didn't apologize but she did accept it had been her mistake. Payments went through and it was fine, until a few weeks later. I went to the furniture place to give Acima a payment of $400, the representative took the money, and I was very clear to her that this was NOT an advance payment, that this was just an extra payment, she took the ***************** that yes, this would be aplied as an extra payment and that our regular every other week payments would still go through as signed on the contract. Well, I later found out that she canceled our automatic withdraws and took the 400 dlls as "advance payments" $ for some reason our balance went up instead of going down. - Originally my limit to pay was July 15 then I just found out it was moved to 7/13 - I called Acima, (very rude customer service) and they said I stopped making payments, I explained the whole **************** didn't care, they told me I could only get a 4 day extension to pay more than my previous balance of $775.45 to $885 & threatened to "double or triple the amount if not paid by July 20 at 5:00"

  

  Business Response

  Date: 07/27/2022

  Acima (hereinafter we, us, our) received the complaint filed by ******************************* through the Better Business Bureau (BBB) on July 20, 2022, regarding the purchase of his lease with Acima. We have contacted **************** at the phone number he provided on his application in order to provide a satisfactory resolution. As such, 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 his lease and options that are available to him, he may contact our customer service department by phone at **************.

  Customer Answer

  Date: 07/29/2022

   
  Complaint: 17594820
  
  I am rejecting this response because:
  
  We talked on the phone and they did bring back down the amount I owed, and originally said I had a whole month to pay it off, then when the agent tried to put it "on the system" then 3 minutes later returns and said "sorry the system won't let me, you have 10 days to pay it off" and that was it. I can't believe they offer one thing verbally then suddenly "no the system won't allow me." The system is managed by humans so don't tell me the system won't allow you after you just had said it would. Sincerely,
  
  ***************************

  

  Business Response

  Date: 08/04/2022

  Acima (hereinafter we, us, our) received the rejection of our response filed by ******************************* through the Better Business Bureau (BBB) on July 29, 2022, regarding the purchase of his rental-purchase agreement (the Agreement). We have investigated his complaint and provide the following response.
  **************** alleges our agent notified him that [he has] 10 days to pay it off. This is not accurate. As a courtesy, we extended **************** 90-Day Early Purchase Option (EPO) deadline to August 10, 2022, and this date has not changed since we sent our last response. Additionally, we confirm that **************** was properly notified of this extension. 
  As of todays writing, **************** has paid a total of $442.17 in rent before tax and his lease is current. If **************** wishes to purchase his lease for the 90-Day EPO, he must pay the remaining $717.82 before tax by August 10, 2022. After that date, this option will have expired and **************** will no longer be able to utilize his 90-Day EPO. If **************** has any additional questions or concerns in regards to this complaint, we ask that he provide a response through the BBBs complaint portal. If **************** has general questions in regards to his lease and options that are available to him, he may contact our customer service department by phone at **************.

  Customer Answer

  Date: 08/08/2022

   
  Complaint: 17594820
  
  I am rejecting this response:
  
  Sincerely,
  
  ***************************

• Initial Complaint

  Date:07/19/2022

  Type:Billing Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I made a purchase for a mattress and was making large payments. I only had $300 left to pay it off early. On 07/01 I lost my mother and I completely forgot about making the last payment of $300. I thought I still had time and to be honest I thought the amount was suppose to be deducted automatically. I looked over my bank statements and saw no auto payment had been processed by Acima. I immediately logged in to the account to see what was going on. And saw that my new balance was $1700. I completely lost it and called Acima thinking maybe I can just make the last payment. It had only been two weeks. Acima please I dont have that much money. The item I purchased was only worth $900. I dont have that much money to cover $1700. I only have $300 to cover what I had left. Im not sure what happened and as to why It was not deducted automatically on 07/15. Please I beg you to just let me pay the $300 I had left. I cant afford to pay the $1700.

  

  Business Response

  Date: 07/21/2022

  Acima (hereinafter us, we, our) received the complaint filed by ******************************* through the Better Business Bureau (the BBB) on July 20, 2022. We investigated his lease, reached out to him directly, and reached a satisfactory resolution.

  If **************** has further questions regarding this complaint, he may respond to us through the BBBs complaint portal. If he has any general questions regarding his account, he may contact our customer service department at **************.
  
  

  Customer Answer

  Date: 07/21/2022

   
  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:07/19/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I was told that someone on 7/19/2022 charged ******** worth of iPhones on an old Acima Leasing account (801) 297-1982that has been paid and closed for at least 4 months. I only knew that there was a problem when I got an email from the company telling me that my email address had been changed from ***************** to ****************************** When I saw this I luckily called the number to find out what was going on. While speaking to **** in customer service he was not able to get a supervisor, no good reason was given and I was left with no assurance that I wouldn't be on the hook for the ********.

  

  Business Response

  Date: 07/21/2022

  Acima (hereinafter us, we, our) received the complaint filed by ******************************* through the Better Business Bureau (the BBB) on July 20, 2022. We investigated his claims and prepared the following response.

  **************** claims he did not open a recent lease with Acima for iPhones. Acima takes allegations of fraud very seriously. Acima requires a copy of a police report detailing the fraud which may have occurred against ****************. He may email the documentation to ******************************* Upon receipt of the unredacted police report with his contact information, and any other documentation which may support his claims that the account was created fraudulently, we will conduct a thorough investigation as required by law. If the account is in fact determined to have been created fraudulently, we will remove our reporting. We have placed a pause on our reporting for 30 days while we await the requested documentation. 

  Mr. ******** desired resolution is [he] [doesnt] want any debt against [his] name, and a removal of his information from our systems. If the lease was fraudulently opened in Mr. ******** name, and Acima concludes as such from the police report, we will terminate the lease and remove our reporting. However, Acima is required by law to keep customer records, and we will not ***** his request to remove that information from our system. 

  If Mr. ******* has further questions regarding this complaint, he may contact us by responding through the BBBs complaint portal. If he has any general questions regarding his account, he may contact our customer service department at **************.
  

  Customer Answer

  Date: 07/21/2022

   
  Complaint: 17591522
  
  I am rejecting this response because: It was a closed account in another state, why should I have to go and get a copy of a police report for a closed account that your company let take my personal information. I gave the police report incident number 2022-00046016 ****** county **************** That should have been good enough. But I have to get my Cov sick self out the bed to go get a police report for iPhone from another state when I have a metro. Your company has bad service and no supervisor thats why I only used your services once, paid the account and closed it up. How does your company not have a theft number only an email. Ill get the report by Friday when its ready but I would like for anyone to know that your company and services when it come to protecting the customers information is terrible 
  
  Sincerely,
  
  ***************************

  

  Business Response

  Date: 07/25/2022

  Acima (hereinafter us, we, our) received the additional comments from **************** through the Better Business Bureau on July 22, 2022. As **************** has informed us that he has filed a police report, we consider this complaint closed. Upon our receipt of a copy of the police report to ******************************* our fraud department will further investigate the lease and make a determination, as indicated in our previous response.

   If **************** has any additional questions regarding this lease, he may contact our customer service department at **************.

  
  

• Initial Complaint

  Date:07/19/2022

  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.

  I purchased furniture with Ashley Furniture using Acima Leasing on 6/19/22 in the amount of $2719.97 (lease#********). Ashley Furniture shipped bed rails and footboard to the bed I ordered. They then cancelled my sectional sofa and headboard to the bed saying they could not authorize the transaction with Acima for some reason. Ashley Furniture put a return to sender on the footboard and rails so they were NEVER delivered to me. The entire order was cancelled by Ashley Furniture. Acima has charged me $51.60 on 6/21/22, $60.58 on 7/1/22, and $32.22 on 7/15/22. I have spoken to multiple representatives of Acima and provided requested information regarding my lease and requested a cancellation and refund. I’ve even asked for the biweekly lease payments to stop since I do not have any merchandise and never had it in my possession. They have persistently gave me the run around and instead of canceling my lease they lowered the lease payment twice. Why am I paying for furniture that I never ever had in my possession?! This is completely unacceptable and all I'm asking for is for my lease to rightfully be cancelled and receive a refund of my money. I do plan to go to my bank and block them from future charges but I need this lease to be cancelled so that it does not impact my credit. Thank You.

  

  Business Response

  Date: 07/26/2022

  Acima (hereinafter “we,” “us,” “our”) received the complaint filed by Ms. ******* ***** on July 19, 2022, through the Better Business Bureau, regarding her request to cancel the lease-purchase agreement (the “Agreement”) she entered into with Acima. 
  On July 20, 2022, we confirmed with Ashley Furniture (the “Retailer”) that a cancellation of the Agreement was necessary. As such, we canceled the Agreement and issued a full refund of the three rent payments made by Ms. ***** on July 21, 2022, to the original payment methods. Ms. ***** can expect to see the refund within 3-10 days of July 21, 2022.
  Ms. ***** additional indicated she does not want the Agreement to impact her credit. To provide clarification, Acima did not report Ms. *****’s Agreement or payment history to any credit bureau, as such she will not see this lease reflected on her credit report. 
  We hope this response assists Ms. *****’s understanding of the actions taken to resolve her complaint. If she has any additional questions regarding the cancellation of her Agreement or the status of her refund, she may contact our customer service department by phone at ###-###-####. 
  
  

  Customer Answer

  Date: 07/27/2022

  
  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:07/16/2022

  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.

  In accordance with the Fair Credit Reporting Act 15 ***************** Debt Collection Practices Act 15 U.S.C **** ACIMA DIGITAL FKA SIMP, has violated my rights.15 ********** 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 U.S.C **** Section ********************************************************************************************************************************************************* place known or which should be known to be inconvenient to the Consumer 15 USC **** Section 805 A Section 3 States at the consumers place of employment if the debt collector knows or has reason to know that the consumers employer prohibits the consumer from receiving such communication.15 USC **** Section 806 Section 5 Causing a telephone to ring or engaging any person in telephone conversation repeatedly or continuously with intent to annoy, abuse, or harass any person at the called number.

  

  Business Response

  Date: 07/20/2022

  Acima (hereinafter we, us, our) received the complaint filed by *************************** through the Better Business Bureau (BBB) on July 16, 2022. We investigated her allegations and provide the following response.
  Pursuant to our records, on February 26, 2020, **************** entered into an independent third-party retailer - Furniture Mecca (the Retailer) - located in ************, ************. While with the Retailer, **************** applied and was approved for our leasing services. That same day, **************** selected property described as sofa ckt table (the Property). On February 26, 2020,  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 26 bi-weekly rent renewal payments of $68.90 before tax, plus an initial rent payment of $50.00 before tax, for a total of $1,841.40 (the Total of Payments) before tax.
  **************** alleges that in accordance with the Fair Credit Reporting Act 15 ********** & Fair Debt Collection Practices Act 15 U.S.C **** ACIMAhas violated [her] rights. We reject these allegations and confirm Acima has not violated the Fair Credit Report Act (the ****** Furthermore, Acima is not considered a debt collector under the Fair Debt Collection Practices Act (the ******* as we originate and service our own rental-purchase agreements and do so under our own name. Acima is the original owner of Ms. ******* account. We do not sell any of our accounts, nor do we act as a third-party debt collector. As such, we are not subject to the ****** however, we do follow sections of the ***** as a matter of best practice.
  **************** alleges Acima is in violation of 15 U.S.C **** section 602 A which states [she 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 Ms. ******* rights to privacy and, upon receipt of this complaint, we have placed a do not contact order on her account. As such, **************** will no longer receive calls, texts, or emails from Acima regarding her lease.
  **************** alleges Acima is in violation of 15 U.S.C **** Section 604 A Section 2. There is no law titled 15 U.S.C **** Section 604 A Section 2. We believe **************** is referring to 15 U.S.C. ****s2. For clarification, 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 to the credit bureau(s) by signing the Agreement. Pursuant to paragraph 14 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 **** Section 805 A[1]. We confirm we have not contacted **************** at any unusual time or place or a time or place known or which should be known to be inconvenient to the [her]. Acima had authorization to contact **************** about her lease pursuant to paragraph 17 of the Agreement titled, Communication & Marketing. We keep a record of all phone calls between us and our customers, including attempted phone calls which go unanswered. As Ms. ******* lease has significantly been past due, our internal recovery department has contacted **************** at the phone number she supplied to us during the application process in an attempt to bring her lease current. We called **************** during appropriate hours, and no more than twice a day. Upon the receival of this complaint, as indicated above we ceased all collection efforts, both by phone and email. We have done our due diligence in following the ***** and in honoring Ms. ******* request.
  **************** alleges Acima has violated 15 USC **** Section 805 A Section 3 by contacting her place of employment. We confirm Acima does not collect the contact information of our customers employment on our applications, nor have we contacted Ms. ******* employment knowingly. The only phone number Acima has attempted to reach **************** at is the phone number she listed on her application as her own. Nonetheless, as stated, Acima placed a do not contact order on Ms. ******* account upon receipt of her complaint.
  Upon receipt of this complaint, we investigated our reporting and determined that it is accurate. As such, no correction is necessary. As of todays writing, Ms. ******* lease is 718 days past-due with past-due rent and fees of $1,289.41 before tax.
  If **************** has any additional questions or concerns in regards to this complaint, we ask that she provide a response through the BBBs complaint portal. If **************** has general questions in regards to her lease, she may contact our recovery department by phone at **************.
  
  

• Initial Complaint

  Date:07/15/2022

  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.

  The contract that I signed with Acima was for 6months interest free but in the middle of the contract they began charging interest. I did not pay the monthly installment on the due date but I paid a couple days after and thats when the interest was applied. The contract does not state that if I pay a couple of days after the due date that I would no longer be eligible for deferred interest.

  

  Business Response

  Date: 07/21/2022

  Acima (hereinafter us, we, our) received the complaint filed by ********************************* through the Better Business Bureau (the BBB) on July 15, 2022. We investigated her lease history and attempted to reach out to her directly; however, after multiple attempts we were not able to speak with her. Please note, ****************** does not have an open lease with Acima, as her last lease was purchased on February 2, 2022. We left a message for ****************** explaining the status of her leases.

  If ****************** has further questions regarding this complaint, she may respond to us through the BBBs complaint portal. If she has any general questions regarding her account, she may contact our customer service department at **************.

  
  

• Initial Complaint

  Date:07/15/2022

  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.

  I was issued a refund from Wayfair on 1/26. I have been waiting on Acima to process this refund for 6 months. I have sent 8 emails to their resolution specialist department as directed. I have have sent emails on 1/26, 2/15, 3/4, 5/12 and again on 6/20. I still have no resolution. I have been patient and waited for a resolution I am still getting no communication or help.

  

  Business Response

  Date: 07/22/2022

  Acima (hereinafter us, we, our) received the complaint filed by Ms. ************************* through the Better Business Bureau (the BBB) on July 15, 2022. We investigated her allegations and attempted to reach out to her directly; however, after multiple attempts we have been unable to reach her. Please note, our records show ************** check refund for the amount of $66.30 was sent through **** on July 13, 2022. We left a message for ************ requesting her to contact us back to confirm whether she has received her check refund. As of June 29, 2022, ************** lease has been purchased and she has no further payment obligations to Acima.
  If ************ has questions regarding her refund or any other concerns, she may contact our resolutions department at **************.
  
  

• Initial Complaint

  Date:07/14/2022

  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 set up a payment arrangement and I was told by Acima that I never set up an arrangement. They took a payment out of my account on July 11th. The next payment is suppose to come out on July 22nd and the last payment is suppose to come out on the 8th of August. The supervisor **** operator number ****** stated that there is no payment arrangement set up, when I know for a fact that I set it up.

  

  Business Response

  Date: 07/15/2022

  Acima (hereinafter us, we, our) received the complaint filed by ************************* through the Better Business Bureau (the BBB) on July 14, 2022 We investigated his lease and reached out to him directly. We began discussing his complaint with him; however, he disconnected the phone call before a resolution was reached. 

  Pursuant to our records, ************** called our customer service department on July 2, 2022, wherein he set up a renewal payment schedule. We reviewed this phone call, and confirm that ************** set up and authorized a renewal payment schedule which would begin on July 11, 2022. Pursuant to our records, we do not have a phone call revoking the authorization of this renewal payment schedule, or setting up a different renewal payment schedule on or after July 2, 2022. 

  ************** desired resolution is a billing adjustment. We will not ***** this request, as ************** verbally authorized the renewal payment schedule. Further, we do not have a secondary renewal payment schedule set up. ************** may call our customer service department at ************** in order to make any changes to his current renewal payment schedule. 

  If ************** has further questions regarding this complaint, he may contact us through the BBBs complaint portal. If he has any general questions regarding his account, he may contact our customer service department at the phone number provided in our response.