Complaints

This profile includes complaints for Acima's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

close

Find a Location

Acima has 2 locations, listed below.

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

BBB accredited

Near

Country

USUnited States

Please enter a valid location.

Filter

• 

  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:03/09/2025

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On 08/05/2024 I purchased four tires, two rotors and a disc brake pad set ($1,319.43) from ***** Tire and *************** ******************************************************************************************, phone ************. Their marque sign said no interest if paid in six months. They said they used a finance company, Acima, that you paid $55.28 now to finance and then make monthly payments for six months with no interest if not late on making payments. I agreed and paid $55.28 with my debit card. On 08/06/2024 @ 8:37 AM I received an e-mail stating Renewal Payment Amount $404.91 + applicable taxes. At 9:03 AM I received another e-mail stating receipt if Initial Payment. At 11:03 AM I received another e-mail confirming my authorization to revise my automatic payment method. ( I never talked to anyone about authorizing my automatic payment method or anything else). At 3:16 PM I receive another e-mail that confirms my verbal authorization to change my renewal payment frequency, date, or payment amount. It lists my Renewal Payment Amount $253.75 and New Renewal Payment Date 09/01/2024. Then I receive another e-mail acknowledging my payment of $298..31 on 09/03/2024. Acima has been debiting my account $296.81 on the 1st of each month beginning 10/01/2024. On 12/07/2024 I receive a payment receipt of $253.75 for rent, I notice their is a charge of $21.49 for Acima Benefits Plan (I don't know what this is) and $23.07 for taxes. On 01/22/2025 I contact Acima. They inform me that they will stop charging me the$21.49. I asked why I am charged taxes. They inform me this is a 12 month lease. They asked me to read my lease agreement. I inform them that I never received any lease agreement, only the e-mails referenced above. I asked them to send me a copy of their lease agreement to my e-mail. They said they would only send it to my phone. I requested they send it to my e-mail. On 01/23/2025 I and my friend go to ***** Tire and they confirmed it is six month financing without interest.

  

  Business Response

  Date: 03/13/2025

  Ms. ******* did not purchase the referenced merchandise from Wood Tire and *************** On August 2, 2024, Acima Leasing purchased the merchandise selected by Ms. ******* for the purpose of entering into a lease-to-own transaction with her. Ms. ******* then electronically entered into a rental-purchase agreement (the Agreement) with Acima Leasing on her own digital device. We confirm we conducted our due diligence in disclosing the nature of our services as well as the associated costs in the Agreement.   
  
  In addition to entering into the Agreement, Ms. ******* opted into an optional service, Benefits Plus. Upon her opting to enroll, an enrollment form was created and included in the electronic signing process. Pursuant to the Benefits Plus enrollment form, the monthly membership fee is $19.99 plus tax. Ms. ******* canceled her membership on January 22, 2025.  
  
  Ms. ******* alleges we only sent her the referenced emails. This is not true. Upon her approval, we emailed her an approval notice. The body of this email indicates that the approval is for a lease. Further, on September 2, 2024, and September 3, 2024, we sent her an Early Purchase Reminder email indicating her early purchase option would end on November 3, 2024 and provided the remaining early purchase amount. We confirm Ms. ******* opened an Early Purchase Reminder email on September 11, 2024.  
  
  In conclusion, we maintain that we disclosed the nature of our services as well as the lease terms prior, during, and after the conception of the Agreement. If Ms. ******* has further questions or to discuss the remaining options available to her, she may contact our customer service department at **************.

• Initial Complaint

  Date:03/08/2025

  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.

  This company has been reporting false information stating my last day of payment was 08/15/2019. Which is false . This alleged account against me needs to be closed . This company has no contract with me nor can they and have they shown proof of payments I have made on this alleged account. I am getting no resolution and legal action will be taken . Inaccurate and false information should.

  

  Business Response

  Date: 03/10/2025

  Acima Leasing (hereinafter “we,” “us,” “our”) received the complaint filed by Ms. ******** ****** through the Better Business Bureau on March 9, 2025. We investigated our reporting of Ms. ******** lease-purchase agreement ("Agreement") and confirm it is accurate and a correct reflection of Ms. Carson's lease history. Ms. ****** claims “[Acima Leasing] has no contract with [her] nor...have they shown proof of payments.” Ms. ******** lease payment history has been available on our customer portal, located at ********customer.acima.com, additionally Ms. ****** may also view a copy of her Agreement at any time at the same place. If Ms. ****** believes her identity was used to create this Agreement fraudulently, we request she file a police report and provide us with a full and complete copy of the same at [email protected]. Upon receipt of the requested documentation, we will further investigate her allegation. 
  
  Ms. ******** desired resolution is for the removal of reporting. We will not grant this request. We confirm our reporting is authorized under the Agreement and that the information Acima Leasing has reported falls under the scope of allowed reporting under the Fair Credit Reporting Act.  
  

• Initial Complaint

  Date:03/08/2025

  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 purchased furniture from *******. I received an email saying the products had been delivered but they never showed up. To date I have not received ANYTHING I ordered. I have attempted to contact ******* and nobody answers or returns messages. Got through to acima once and they even attempted to call ******* and they couldn't even get a hold of them. I have been desperately trying to get through to acima any way I can to no avail. The "contact me" email address they provide on their website returns with an automated message saying that the email address is not monitored. Their stated hours for phone calls is not accurate either. This whole thing is a scam. You sign a lease PRIOR to receiving the product and in the agreement it says.... everything is good.....when you haven't even received the product. Bottom line is, I'm being charged for something I never even received and ******* not Acima answers any form of communication they provide. This once again is a scam and I wish I would have seen these BBB complaints prior to doing business with them as their are so many other people saying virtually the same thing.

  

  Business Response

  Date: 03/11/2025

  Mr. **** alleges he never received the leased property from ******* (the Retailer). Mr. **** must contact the Retailer at www.*******.com/help-and-contact regarding “Items Never Arrived (Lost in Transit).” Acima Leasing will then await confirmation from the Retailer and act accordingly.  
  
  Further, we confirm we have previously spoken with Mr. **** directly via phone, and our resolutions department is reachable via phone at (801) 297-1986. 

  Customer Answer

  Date: 03/12/2025

  
  Complaint: ********
  
  I am rejecting this response because: one I have contacted ******* and they don't answer me or Acima. And two, according to the agreement, once Acima is involved THEY own the property so are therefore responsible for figuring out where THEIR property is. It is up to them to get a hold of *******. I have done everything in my power. If Acima can't even get in touch with them, how can I?
  
  Sincerely,
  
  ********** ****

  

  Business Response

  Date: 03/19/2025

  We obtained proof from the Retailer that the leased property was delivered by FedEx to Mr. ****’s front steps on December 4, 2024. The tracking numbers are ************ and ************. Mr. **** alleges otherwise but has not provided any evidence to support his claims. Further, we note that customers must sign into their ******* account to start a claim for items not received, which Acima Leasing cannot do for Mr. ****. We encourage him to follow the instructions provided in our prior response. He may contact our resolutions department at (801) 297-1986 with any questions.

• Initial Complaint

  Date:03/07/2025

  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 am not liable for this debt with ACIMA DIGITAL FKA SIMP. I do not have a contract with the collection agency, they did not provide me with the original contract as I requested.

  

  Business Response

  Date: 03/11/2025

  Acima Leasing (hereinafter “us,” “we,” “our”) received the complaint filed by Ms. Renee ******* through the Better Business Bureau on March 6, 2025. We investigated her complaint and prepared the following response.    
  
  Ms. ******* alleges she “[does] not have a contract with the collection agency.” Please note, Acima Leasing is not a collection agency. We are the original lessor of the lease-purchase agreement (the ”Agreement”) Ms. ******* elected to enter into. Pursuant to our records, on October 25, 2019, Ms. ******* entered an independent third-party retailer – ******* Grand Rapids (the “Retailer”) – located in Kentwood, Michigan. While with the Retailer, she applied and was approved for our leasing services. On that same date, Ms. ******* selected furniture (the “Property”). Acima purchased the Property, and Mr. ***** electronically entered into a lease-purchase agreement (the “Agreement”) wherein she agreed to rent the Property from Acima. Alternatively, she could execute any other early purchase or termination option outlined within the Agreement.    
  
  Ms. ******* claims “[she] not liable for this debt with Acima.” She does not provide further explanation as to why she believes she is not liable for this debt. We have reason to believe that this lease belongs to Ms. *******. Moreover, we confirm Ms. ******* was, in fact, provided a full copy of the Agreement prior to signing, and has not made any additional requests for a copy. 
  
  Ms. ******* requests we remove our reporting from her credit report. We confirm we are not reporting her lease or payment information.  
   
  As we are not reporting her lease and Ms. *******’s desired resolution is achieved, we consider this complaint closed. Ms. ******* may

• Initial Complaint

  Date:03/07/2025

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  This outfit was presented as a “same as cash” option however, once I provided them with my bank and routing number they sent me a “lease” contract agreement for which I never intended to sign up for. Attempted to speak with several representatives however, no one I spoke with after waiting on hold for hours could speak English and when I did speak with one of their US based representatives in Utah they refused to be reasonable or resolve my issue all the while having my banking information!

  

  Business Response

  Date: 03/10/2025

  Acima Leasing (hereinafter “we,” “us,” “our”) received the complaint filed by Mr. ****** ****** through the Better Business Bureau (“BBB”) on March 7, 2025. As of today’s writing, we note that the property Mr. ****** selected has been returned and the lease has been terminated. We have also initiated a refund for the payment made by Mr. ******, totaling $10.93. Mr. ****** may contact our customer service department at (801) 297-1982 with any questions.  

• Initial Complaint

  Date:03/07/2025

  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 am writing to bring to your attention a fraudulent account that has been opened in my name. I am a victim of identity theft and did not authorize the opening of these accounts. Below are the details of the fraudulent **************************** FKA SIMP Open Date: 3/1/2020 Account Number: *******High **********************: $1,789.00 I kindly request that you close this fraudulent account immediately and remove any negative information associated with it from my credit report. Additionally, I would appreciate it if you could provide confirmation of the account's closure and any relevant documentation related to the fraudulent *********** support this claim, I have attached a copy of my Identity Theft Complaint for your reference.Thank you for your prompt attention to this matter.

  

  Business Response

  Date: 03/11/2025

  Acima Leasing (hereinafter we, us, our") received the complaint filed by Ms. **** ******** through the Better Business Bureau (the BBB) on March 7, 2025. We investigated her complaint and prepared the following response. 
  
  Ms. ******** alleges identity theft. Acima Leasing takes fraud allegations very seriously. We conducted a preliminary investigation. After completing our investigation, we were unable to determine whether the lease associated with Ms. ******** information was a result of fraud. We kindly request that Ms. ******** file a police report and provide us with a full and complete copy of the same to ******************************* Alternatively, Ms. ******** 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 take all necessary action. No further action will be taken while we await additional documentation.  
  
  We note Ms. ********* desired resolution is correction to a credit report. Upon investigation, we found an inaccuracy and have updated the reporting for Ms. ******** lease immediately upon discovery. Ms. ******** lease reflects positive reporting. Please note, it may take up to 30 days to update with Experian. Should Ms. ******** have further inquiry, she is welcome to contact us by phone at **************. 

• Initial Complaint

  Date:03/06/2025

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have paid Acima $3,121.12 for a lease that was $2,899.97 which was a 90 day early pay off option but I am still being told I owe moneh

  

  Business Response

  Date: 03/07/2025

  Acima Leasing received the complaint filed by Ms. ***** ******* on March 7, 2025, through the Better Business Bureau. We investigated her complaint and provide the following response.  
   
  Ms. ******* entered into a lease-purchase agreement (the “Agreement”) with Acima Leasing, which offers multiple purchase options. The early purchase option referenced by Ms. ******* is the 90-day early-purchase option (“90-Day EPO”) under the Agreement, which allows her to purchase the property by paying $2,704.94 before tax, on or before February 13, 2025. We note Ms. ******* scheduled a purchase payment for February 21, 2025, as we offered an extension of the 90-Day EPO to her, for a $100.00 extension fee. Ms. ******* made a purchase payment of $1,554.01 including taxes and accrued fees, on February 21, 2025, which, when combined with the other rent payments made, would have been sufficient to utilize the 90-Day EPO. However, on February 25, 2025, we received a charge-back notification for one of the previously successful rent payments from December 27, 2024, in the amount of $230.48 in rent and $16.71 in tax, for a total of $247.19. This charge-back reopened Ms. *******’s lease payment schedule, as she no longer had paid the rent amount necessary to meet the 90-Day EPO.  
  
  We note Ms. ******* requested to extend the 90-Day EPO again, and was dissatisfied when our agents informed her this was no longer an option. We confirm our agents provided Ms. ******* with correct and accurate information.  
  
  Ms. *******'s desired resolution is a “billing adjustment.” In an effort to reach a mutually satisfactory resolution, we propose the following option in good faith. We are currently still awaiting the results of the charge-back, as Ms. *******’s bank will either return the rent payment to Acima Leasing or to Ms. *******. Should the rent payment be returned to Acima Leasing, we will again close her lease as purchased. If Ms. ******* receives the payment, she may re-pay this amount to Acima Leasing within two weeks of receipt of the refund, and we will close her lease as purchased. Should Ms. ******* fail to do so, her lease will remain open and the regular terms and conditions of the Agreement will apply. We note that as of today’s writing, Ms. ******* has paid $2,573.46 in rent before tax ($2,760.03 including tax). The charged-back rent payment of $230.48 before tax ($247.19 including tax) equals the remaining amount to meet her 90-Day EPO plus the $100.00 extension fee.  
  
  We hope this response assists Ms. ******* to obtain her desired resolution. She may contact our customer service department at (801) 297-1982 with any questions or concerns. 
  

• Initial Complaint

  Date:03/06/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  To Whom It May Concern,I am filing a formal complaint against Acima due to their failure to deliver a product I purchased through their financing service and their unacceptable customer service. I placed an order through Acima for furniture from Ashley ********** which included:1 Dining Table 4 Chairs 1 Coffee Table While I received the dining table and chairs, the coffee table was never delivered. I have attempted to resolve this issue with Acima by contacting their customer service multiple times, but I have been given the runaround each time.Every time I call, I am placed on long holds, transferred between representatives, and ultimately disconnected. I have spent over five hours on hold, only to be repeatedly transferred without a resolution. No representative has been able to locate my missing furniture, offer a refund, or escalate my complaint to a supervisor or manager.This is completely unacceptable. I paid for a product that I never received, and Acima has failed to provide any resolution. Due to their lack of accountability and refusal to assist me, I am demanding a full refund for my entire purchase.I expect Acima to resolve this issue immediately by either:Providing a full refund for my entire purchase, or Delivering the missing coffee table without further delay.If I do not receive a satisfactory resolution within 10 business days, I will escalate this complaint further, including pursuing legal action if necessary.I appreciate your prompt attention to this matter and expect to hear back soon regarding a resolution.

  

  Business Response

  Date: 03/14/2025

  Acima Leasing has reached out to Ms. ******* directly and provided a mutually satisfactory resolution, namely, a refund for the amount of the merchandise not received. This refund was initiated on March 13, 2025, once Ms. ******** pending rent payment cleared. Ms. ******* may reach out to us at ************** with any additional questions or concerns.  

• Initial Complaint

  Date:03/04/2025

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I made a purchase back in November for a Christmas gift for my husband. It was at a jewelry store I've used in the past and they had a promotion going on through Acima. Pay off the lease in 90 days and there would be no interest accrued. I've used this company in the past and had no issues with any payments. They were always made on time and cleared. Fast forward the 90 days and I completely forgot about the 90 day pay off as the money came out of my account biweekly, automatically. I called the company as soon as I realized and I tried to reason with them asking if it could be reversed due to my new balance being $4100 and my payoff was less than $2000 prior to the 90 days being up. I offered to pay a late fee or at least a prorated fee since I was only 10 days late and they already offer a 7 day ***** period but they told me there was nothing they could do and offered no other options. Unfortunately, I have recently lost my job and had a lot going on and I was willing to use my taxes to ensure I wouldn't be put in a hole financially but now I'm stuck paying $6000-8000 for a chain that only cost $4200 to begin with. The leasing company Acima also acknowledged that they do not send reminders to their customers to remind them when their 90 days is near or expiring but they made sure to send reminders to make sure I had the money available when it was due.

  

  Business Response

  Date: 03/06/2025

  Acima Leasing (hereinafter "we," "us," "our, Acima) received Ms. ****** complaint on March 4, 2025. Upon receipt of the complaint, we reached out to Ms. ***** and provided a mutually satisfactory resolution. As such, we consider this complaint closed. Ms. ***** may contact us at ************** with further questions.    

• Initial Complaint

  Date:03/04/2025

  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.

  Account was sent to collections after a computer system error, settlement was paid on and leftover amount was 166 and change. Amount sent to collections over $1000, settlement offer from collection agency is over 800. No itemized list has been provided

  

  Business Response

  Date: 03/06/2025

  We confirm ******** is the company associated with this complaint. Ms. ******** may contact them with any questions or requests at ************.