Complaints

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:05/12/2025

  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.

  Deceptive marketing, they did not make clear the billing and how high of payments would be. Leading to overdraft charges and a fight w my bank over an automatic payment.

  

  Business Response

  Date: 05/14/2025

  Acima Leasing received the complaint filed by Ms. ******* ****** through the Better Business Bureau on May 13, 2025. We were unable to locate a lease associated with the identifying information Ms. ****** provided. She may contact our customer service department at ***** ******** with questions or request no further communication or to alter her automatic payment authorization.  

• Initial Complaint

  Date:05/12/2025

  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 formally dispute the account referenced under account number ********* that appears on my credit report. This account was opened without my authorization and constitutes fraudulent activity. I have no recollection of applying for or consenting to any agreement with ACIMA DIGITAL FKA SIMP
  
  Under 15 USC 1692g (Validation of Debts), you are required to provide verification of the debt or a copy of the judgment if I notify you in writing within 30 days. I have not received any signed contract or documentation proving that I consented to this account. Without a valid, legally binding agreement bearing my signature, there is no basis for this account to exist under my name.
  
  Since this account was established fraudulently, I request its immediate removal from my credit report and that any collection activity cease. If you cannot provide proper validation within 30 days, you are required to delete this account from my record and stop further collection efforts.
  
  Please confirm receipt of this letter and notify me of the next steps to resolve this matter.

  

  Business Response

  Date: 05/14/2025

  Acima Leasing (hereinafter “we,” “us,” “our") received the complaint filed by Jessica ***** through the Consumer Financial Protection Bureau (the “BBB”) on May 11, 2025. We investigated her complaint and provide the following response. 
  
  Acima Leasing takes fraud allegations very seriously. We conducted a preliminary investigation, and, after completing our investigation, we were unable to determine whether the lease associated with Ms. ******* information was a result of fraud. We kindly request 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 Federal Trade Commission Identity Theft Affidavit (“FTC Affidavit”) Upon receipt of the requested documentation, we will further investigate her allegation. If it is determined that this lease is, in fact fraudulent, we will terminate the lease in our system. We investigated our reporting upon receipt of this complaint and confirm we are not reporting lease or payment history, we encourage Ms. ***** to provide proof of any alleged reporting. Absent proof of fraudulent activity, we will not terminate the lease. No further action will be taken while we await additional documentation.  
  Ms. ***** may send the requested documents to ***************, with any questions.  

• Initial Complaint

  Date:05/12/2025

  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 allowed 5 fraudulent leases to be opened in my name. I contacted their fraud department to place a fraud flag. They stated they 'blacklisted' my profile and yet, just today, I saw two new fraudulent leases opened in my name, after their fraud department stated they 'blacklisted' my profile. I called Acima. They *** stated they are not capable of sending me a confirmation showing the leases have been cancelled. Yet, they continuously allow fraudulent leases to be opened. I have done, nor will ever, do business with Acima. I don't know what kind of security measures they take to allow a 5th fraudulent lease to be opened, even after their fraud department said they would blacklist this profile. Unacceptable due diligence. I don't know what Acima does to protect their consumers but they allow fraud to be committed constantly.All fraudulent lease numbers ******** ******** ******** ******** ********

  

  Business Response

  Date: 05/14/2025

  Acima Leasing (hereinafter we, us, our) received the complaint filed by Mr. ***** *** through the Better Business Bureau (the BBB) on May 12, 2025. We investigated their complaint and prepared the following response.  
  
  Acima Leasing takes identity theft allegations seriously. After receiving the police report that Mr. *** submitted to us, our **************** investigated the lease under Mr. **** information in our system and determined that the lease was created fraudulently. As such, we have terminated the lease associated with Mr. **** information. We confirm that Mr. **** account has been flagged for fraud or blacklisted as Mr. *** stated. When the application was submitted it was flagged as fraud by the system and triggered a manual review from a supervisor who cancelled the lease. Please note, Acima Leasing is unable to prevent applications from being submitted, however, Mr. **** information will remain flagged in our system. 
  
  As we have granted Mr. **** desired resolution, we consider this matter closed. If Mr. *** has additional questions, he may contact our customer service department at **************. 

  Customer Answer

  Date: 05/15/2025

   
  Complaint: 23317098
  
  I am rejecting this response because:
  

  I requested the flag/blacklist after the first round of fraudulent leases. After Acima first said they placed this flag, several more fraudulent leases were opened in my name. I had to contact Acima multiple times. The *** initially said something went wrong on the first request. 

  Had I left this up to Acima, I would have more fraudulent leases opened. Acima failed on the first request and I had to ensure this was done via multiple calls to Acima. While the blacklist is now finally on my account, it required several calls and constant monitoring on my side. Had Acima properly fulfilled the request the first time, it would have avoided more police ***orts, calls, emails, and fraudulent leases.

  
  Sincerely,
  
  ***** ***

  

  Business Response

  Date: 05/16/2025

  As we mentioned in our first response, we confirm that Mr. **** account has been flagged for fraud. When the recent applications were submitted, they were flagged as fraud by the system and triggered a manual review from a supervisor who then cancelled the lease. Please note, Acima Leasing is unable to prevent applications from being submitted, however, Mr. **** information will remain flagged in our system. 
  
  As we have granted Mr. **** desired resolution, we consider this matter closed. If Mr. *** has additional questions, he may contact our customer service department at **************. 

• Initial Complaint

  Date:05/09/2025

  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.

  Acima has charged my bank account ***** twice in the last two weeks and I don't have a account with them

  

  Business Response

  Date: 05/16/2025

  Acima Leasing (hereinafter we, us, our") received the complaint filed by Mr. ******* ******** through the Better Business Bureau (the BBB) on May 9, 2025. We investigated his complaint and provide the following response. 
  
   
  
  Acima Leasing takes fraud allegations very seriously. We conducted a preliminary investigation. We were unable to locate a lease matching Mr. ******** provided identifying information. As such, we are unable to determine whether the lease associated with Mr. ******** information was a result of fraud. We kindly request Mr. ******** file a police report and provide us with a full and complete copy of the same to ******************************* Alternatively, Mr. ******** 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. 
  
   
  
  If Mr. ******** would like to assist our agents in locating a lease associated with his information, he may contact our customer service department by phone at **************. 

• Initial Complaint

  Date:05/06/2025

  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.

  Deceptive practices and terms. I recently took out a Bob furniture lease and prior to receiving the furniture been calling in to setup a payment date and was told to do so within at least two weeks of receiving the furniture. Surprise surprise they set up a payment without my acknowledgement or confirmation of any such date and they refuse to accommodate me. Say they can split the missed payment into the next two payments. Had they called me or set it up when I called this would been avoided. There emails automatically went to my spam folder but in the amount of time of received the furniture they still should have been able to accommodate me.

  

  Business Response

  Date: 05/14/2025

  Acima Leasing (hereinafter “we,” “us,” “our”) received the complaint filed by Mr. ***** **** through the Better Business Bureau (the “BBB”) on May 06, 2025. We investigated his complaint and prepared the following response.    
    
  On April 14, 2025, Mr. **** entered an independent third-party retailer – Bobs Discount Furniture (the “Retailer”) – located in Manchester. While with the Retailer, he applied and was approved for our leasing services. Mr. **** selected the property described as a “Bettie Sofa, Bettie Pushback Recliner, Brady Recliner, Prime Full Mattress” (the “Property”). Acima Leasing purchased the Property, and Mr. **** electronically entered into a rent-to-own-purchase agreement (the “Agreement”), wherein he agreed to rent the Property from Acima Leasing. Pursuant to the Agreement, to obtain ownership of the Property, Mr. **** was required to make rent renewal payments of $257.72 before tax, plus an initial rent payment of $60 before tax, for a total of $6,245.05 (the “Total of Payments”) before tax. Alternatively, he could execute any other early purchase or termination option outlined within the Agreement.   
   
  Mr. **** claims we set up a payment plan without his acknowledgement or confirmation. According to the Agreement Mr. **** entered into, he did, in fact, agree to make automatic rent renewal payments. Moreover, paragraph 2 of the Agreement states, “(1) Renewal Payments... and (2) Optional Liability Damage Waiver payment... are due twice-monthly thereafter while the Agreement remains in force, commencing on the date of your first paycheck received after the Property has been delivered, but no sooner than 7 days after your delivery date.” Based on the delivery date of April 22, 2025, and the payment dates provided by Mr. ****, his first renewal payment date was April 30, 2025.  Mr. **** acknowledges he did, in fact, receive the emailed notification, Acima Leasing is not in control of how customers emails may recognize communications we send. We encourage Mr. **** to route Acima Leasing emails to his regular email inbox.  
   
  We note Mr. **** reached out to us directly and set up a catch-up plan. We note on May 1, 2025, he was speaking with us about “fresh start” program, to adjust his next payment date. If he would like to cancel his catch-up plan, he may contact us directly and we will restart his payment schedule to begin as of May 15, 2025. He may also elect to keep his current catch-up plan.  
   
  Mr. **** may contact our customer service department at (**** ******** to initiate this request.  

• Initial Complaint

  Date:05/03/2025

  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 purchased furniture for my mother for Christmas. Lost my job and was not able to pay the furniture off withing the 90 days. I called for Acima to pick the furniture up. On two occasions, I took off work and no one showed. I phoned and it took almost two weeks to talk with someone. I was constantly disconnected. I was finally told that there was no one available to pick up the furniture. The representative then talked me into keeping the furniture and only paying another $1,000. A new agreement was made. Acima took money out of the account and sent the checking account into overdraft of $269. I called back and said I did not want to continue with the contract because I did not like their business practices nor the fact that it was so difficult to get to the correct department to handle my situation without sitting on hold for literally almost an hour before I get a person who can handle my complaint.
  
  I was told that I could not return the furniture. The representative actually told me to donate or sell the furniture. I do not want the furniture and want them to pick it up. A 3rd contract was established and again they are not holding up to their end of what was discussed. I called the bank and put a stop on all payments. The bank said after the stop payment was made that Acima actually used another name and was able to still take money out of the checking account.

  

  Business Response

  Date: 05/08/2025

  Acima Leasing (hereinafter “we,” “us,” “our”) received the complaint filed by Ms. ****** ****** through the Better Business Bureau on May 5, 2025. We reached out to Ms. ****** directly upon receipt of this complaint and came to a mutually satisfactory resolution. She may contact our resolutions department at (801) 297-1986 with further questions or concerns.  

• Initial Complaint

  Date:05/02/2025

  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 purchased furniture for my daughter January 2025 at Bobs Furniture. Acima leased it. The furniture was a little over $800. If I was to pay it off in 3 months there would be no interest. I paid it off April 24, 2025 or so I thought. They took the $257 which was the supposedly final payment on the 24th, then tried to take another $90 on April 30th which was rejected. After calling for 2 days I finally got to speak to someone who told me since all of my payments were on time I could pay $90 plus the late fee which would be $100, then he said oh no you would have to pay $204.71 today or pay over time another $680.

  

  Business Response

  Date: 05/07/2025

  Acima Leasing received the complaint filed by Ms. ******* ***** through the Better Business Bureau on May 2, 2025. We investigated her complaint and prepared the following response.   
  
  Ms. ***** claims “[she] purchased furniture.” This is incorrect. This is incorrect as Acima Leasing is the owner of the leased property. Pursuant to our records, on December 13, 2024, Ms. ***** entered an independent third-party retailer – Bob’s Discount Furniture (the “Retailer”) – located in Calumet City. While with the Retailer, she applied and was approved for our leasing services. On that same date, Ms. ***** selected the property described as a “Charcoal Sofa/Loveseat/Chair” (the “Property”). Acima Leasing purchased the Property, and Ms. ***** electronically entered into a rental-purchase agreement (the “Agreement”) wherein she agreed to rent the Property from Acima Leasing. Acima Leasing’s leasing product has no interest rates; all costs are disclosed within the Agreement and offered for review before signing. 
  
  As disclosed in Ms. *****’s Agreement, it details two Early Purchase Options (“EPOs”); each of which reduces the cost of ownership and terminates the Agreement earlier than the rental period contained within. The first EPO is a 120-day EPO wherein Ms. ***** may obtain ownership by meeting the 120-day EPO amount of $942.75 before tax. We note on April 24, 2025, Ms. ***** had an automatic rent payment of $90.84 including tax process. She additionally elected to make a purchase payment on that same date for the remaining 120-day EPO amount. When the rental renewal payment returned as unpaid, the 120-day EPO amount was not met and her lease continued for the agreed upon terms.  The 120-day EPO expired on April 24, 2025. 
  
  On a call that took place on May 2, 2025, Ms. ***** was advised of this information and that she had a courtesy available to her, which allowed her to purchase her lease for the 120 EPO amount, for an additional 7 days, which comes with an extension fee of $100. This courtesy expired on May 2, 2025.  
  
  To reach a mutually satisfactory resolution to Ms. *****, we will elect to extend a final courtesy and allow Ms. ***** to purchase her lease for the 120-day EPO amount with the extension fee. This offer will remain open until the end of business day on May 14, 2025; at which point this offer will be withdrawn and the terms of the Agreement will control the obligations of the parties. To execute this offer, Ms. ***** must contact our customer service department at (801) 297-1982, as this option will not be available on the Acima Leasing Mobile App. 

• Initial Complaint

  Date:05/01/2025

  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 through Ashely furniture using the Acima Leasing program. My buy out purchase date was April 30th. I made the purchase payment for the amount it showed me of $1088.81. I noticed that at the same time there was an ADDITIONAL $197.24. I called acima and spoke with several different reps. One rep told me that i had completed my buyout and I didn't owe anything else, that he could not cancel the payment because "it was still trying to be processed." I called Acima today and spoke with a rep and a manager who then proceeded to tell me that i still owed over $200, and that my purchase date had "expired" april 30th, and they've tacked on additional fees. Their customer service was very unhelpful in trying to come up with a resolution, their only statement was "because you still owe X money your lease isn't closed. It needs to be closed out and marked paid in full as i paid my purchase amount before it was set to "expire"

  

  Business Response

  Date: 05/09/2025

  Acima Leasing (hereinafter “we,” “us,” “our”) received the complaint filed by Ms. ******* ****** through the Better Business Bureau (the “BBB”) on May 01, 2025. We investigated her complaint and prepared the following response. 
  
  Ms. ****** indicates on April 24, 2025; she paid $1,088.81 which was “Today’s Purchase Amount.” We note as of that date, she had a rent payment that was currently processing. Today’s Purchase Amount was the balance of her account minus the processing rent payment. The rent payment failed, and as such, Ms. ****** did not meet the necessary requirements to purchase the lease within her First Early Purchase Option (FEPO). Ms. ****** then utilized her Second Early Purchase Option (SEPO) and paid the remaining balance. 
  Ms. ******’ desired resolution is closing the lease and reflecting a $0 balance. In an effort to reach a mutually satisfactory resolution, we are willing to grant this request. Since Ms. ****** paid the SEPO amount and her lease is currently closed, we refunded her $453.07 plus tax of $36.25 for a total of $489.32 which is the difference between the SEPO and FEPO amounts and the fee to extend the FEPO duration. 
  
  We hope this explanation clarifies the purchase terms of Ms. ****** Agreement and her responsibilities thereunder. If she has any questions, we encourage her to contact our customer service department at (**** ********* 
  
  

  Customer Answer

  Date: 05/12/2025

  
  
  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:04/29/2025

  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.

  Acima is on my credit report and I have never used them ever I have been trying to report this issue to them and they come back every time saying it belongs to me but never sent me any proof for anything. It's very frustrating! I pay all of my debt and I take my credit very serious so I'm trying to figure out what do they think I've purchased from them

  

  Business Response

  Date: 05/01/2025

  Acima Leasing (hereinafter “us,” “we,” “our”) received the complaint filed by Mr. *********** ***** through the Better Business Bureau (“BBB”) on April 30, 2025. We investigated his complaint and prepared the following response.    
  
  We note that Mr. ***** did not provide a full lease number, and the physical address provided does not match any leases in our system. We thereby request that he provide additional identifying information so that we can fully investigate the dispute. Please provide at least two of the following pieces of information, physical address as provided at the time of application, phone number, email address, and the last 4 digits of the social security number or ITIN. This information may be provided to us directly at ****************  
  
  As we are awaiting additional information, we consider this complaint closed. Mr. ***** may contact our customer service department at (**** ********with additional questions.   

• Initial Complaint

  Date:04/29/2025

  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.

  harassment by a bill collection service called Acima

  

  Business Response

  Date: 05/01/2025

  Acima Leasing (hereinafter “us,” “we,” “our,”) received the complaint filed by Ms. ***** ******* through the Better Business Bureau (“BBB”) on April 29, 2025. We investigated her complaint and prepared the following response.  
  
  Acima Leasing does not engage in the described behavior. ***** ********* account with Acima Leasing is no longer owned by us. Requests for cessation of communication should be directed to the party who may be initiating communications with Ms. *******, namely, Collection Attorneys USA is the company associated with this complaint. Ms. ******* may contact them with any questions or requests at *************