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:03/23/2025

  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.

  q. Discrepancy in Reported Balance:
  According to the documentation I have reviewed, the account was charged off with a total of $966 written off. However, my credit report shows a $938 past due balance as of December 2022. This discrepancy suggests that the balance reported by the collection agency or credit bureaus is inaccurate. The balance shown may not reflect the actual amount owed or the charge-off, and I am requesting a full verification of the current balance, including any interest or fees added since the charge-off date.
  
  2. Lack of Verification and Documentation:
  I have not received any formal verification of the debt or documentation regarding how the balance was calculated. Under the Fair Credit Reporting Act (FCRA), all entries on my credit report must be accurate, and I have the right to request documentation proving the validity of the reported debt. This should include a breakdown of the original debt, the amount that was written off, and any additional amounts added by the collection agency or creditor. A detailed statement from the collection agency that confirms the $938 balance as reported.
  3. Impact of the Inaccurate Reporting:
  The inaccurate reporting of this account is affecting my credit score and could result in significant financial hardship. Therefore, I request that you provide clear verification of this account, and if any errors are found, remove the inaccurate entry from my credit report.
  
  4. Request for Prompt Investigation and Resolution:
  Under the Fair Credit Reporting Act (FCRA), I am entitled to an accurate and updated credit report. As such, I request that you investigate the discrepancies and provide me with the results of the investigation. If the collection account is found to be inaccurate, I request that it be removed from my credit report immediately.
  
  Please confirm the receipt of this letter and let me know the steps being taken to resolve this matter. I look forward to your prompt response and a thorough investigation.

  

  Business Response

  Date: 03/25/2025

  Mr. ****** alleges that our reporting of his lease as a debt is inaccurate. We investigated our reporting and confirmed that his lease history is reported correctly. Currently, Mr. ******* lease is 948 days delinquent and shows a past due balance of $938.84. If Mr. ****** believes this information to be inaccurate, we encourage him to email us at [email protected] and detail the specific information he believes to be inaccurate. Upon receipt of any dispute of our reporting, Acima conducts a thorough investigation and updates our reporting if necessary. We are responsible for providing correct and accurate information to the credit bureaus, and to immediately update any information that is discovered to be inaccurate. To assist with Mr. ******’ request, we have sent him a statement of payments and his rental-purchase agreement separately to serve as verification of his lease. 
  Mr. ****** may contact our credit reporting department at the email address listed above with any additional questions regarding our reporting.  

  Customer Answer

  Date: 03/25/2025

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

  I am writing to formally reject your recent response regarding the debt you claim I owe. After reviewing the information provided, I do not agree with the validity of this debt and believe it is inaccurate.
  
  
  I request that you cease all collection efforts and refrain from further communication regarding this matter unless you can provide substantial evidence validating the debt in question.
  
  
  If you continue to pursue this claim without adequate proof, I will have no choice but to escalate the matter to the appropriate regulatory authorities.
  
  

• Initial Complaint

  Date:03/22/2025

  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 believe this company has over charge me and has been taken money from my bank without my knowledge, I recently realized that a sum $26.97 was taken from my account without my knowledge causing me an overdraft fee in my account, I called them and they didn't reverse the payment. Today I have been trying to reach them on phone to no avail making me believe that they have put my phone number to their do not receive system. I have also asked them to send me an invoice to all the payments I have made since last year but none was sent to me.

  

  Business Response

  Date: 03/24/2025

  Acima Leasing (hereinafter “we,” “us,” “our”) received the complaint filed by Ms. ******** *** on March 22, 2025, regarding payments processed on her lease. We reviewed her complaint and provide the following response.  
  
  We note Ms. *** opted into the optional Liability Damage Waiver (“LDW”) service and the optional Benefits Plus service at the start of her rental-purchase agreement (the “Agreement”). These payments run concurrently with her regular rent renewal payments. Her total every-other-week payment amounts are generally comprised of $186.54 in rent, $15.39 in tax, $18.65 for the LDW service, and $6.92 for the Benefits Plus service, for a total of $227.50. On March 7, 2025, the LDW and Benefits Plus fees were not included with the regular renewal payment, as such, this payment was processed for $200.53 including tax. On March 13, 2025, our system processed the LDW and Benefits Plus fee, for a payment of $26.97. We note Ms. *** contacted us directly on March 14, 2025, and we explained the circumstances surrounding this payment. We confirm the payment was authorized pursuant to the Agreement and the optional services agreements Ms. *** also elected to enter into.  
  
  Ms. *** alleges she requested an “invoice to all the payments [she has made] since last year but none was sent to me.” We reviewed our communications and do not have record of this request. We note Ms. *** may review a history of her payments made at any time by logging into the Acima Leasing customer portal located at ********customer.acima.com.  
  
  Ms. ***’s desired resolution is to “Discontinue[] any further direct payment.” Pursuant to her request, we have turned off automatic payments as of the first business day since her request was received, which is March 24, 2025. Ms. *** will have no further payments process automatically, she may access the Acima Leasing customer portal detailed above to make payments, or she may contact us directly via phone at (801) 297-1982 to make payments over the phone.  
  
  Ms. *** additionally requests that Acima Leasing “refund the overdraft fee caused by this business.” Please note, Acima Leasing did not charge Ms. *** an overdraft fee, this is a fee applied by her banking institution. In an effort to assist, as a one-time courtesy we refunded Ms. *** the amount of the payment in question, totaling $26.97, to the original method of payment. Ms. *** must speak with her bank regarding any fees they may have applied. We additionally waived this amount so Ms. ***’s lease remains current and up to date.  
  
  As we have granted Ms. ***’s desired resolution, we consider this complaint closed. Ms. *** may contact our customer service department at the phone number listed above with any additional questions or concerns.  

• Initial Complaint

  Date:03/21/2025

  Type:Sales and Advertising 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 April ******* I walked into ***** furniture to purchase a couch.After looking at the couches and seeing a sale sign on the couch I decided I wanted to purchase the couch,but it turned out to be a lease instead.I have paid already over 900 hundred dollars.On March ******* when I went to make a payment through ACIMA App recording stated that balance was ****** but if I payed today it would only be ****** which makes no sense.I have paid more than enough for the couch It would be nice to have a resolution to this financial nightmare.Thank-you for any help you may offer.USN Veteran

  

  Business Response

  Date: 03/26/2025

  Acima Leasing (hereinafter we, us, our) received the complaint filed by Ms. ********* ***** on March 24, 2025, regarding her payment and purchase options. We investigated her complaint and provide the following response.  
   
  Pursuant to our records, on April 9, 2024, Ms. ***** entered an independent third-party retailer Bobs Discount Furniture (the Retailer) located in *********, ************** While with the Retailer, she applied and was approved for our leasing services. On that same date, Ms. ***** selected a sofa (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. Pursuant to the Agreement, to obtain ownership of the ****************** could elect to make 38 bi-weekly renewal payments of $34.43 before tax, plus an initial rent payment of $49.00 before tax, for a total of $1,391.55 (the Total of Payments) before tax. Alternatively, she could execute any other early purchase or termination option outlined within the Agreement. 
  
  Ms. ***** has two early-purchase options (EPOs) available, pursuant to the Agreement. Her 90-Day EPO allowed her to purchase within 90 days of receiving the Property, by paying $630.26 before tax, on or before August 15, 2024. This option has expired and is no longer available. The second EPO allows Ms. ***** to purchase at any time, by making a lump sum payment equal to 65% of any remaining rent payments.  
  
  Ms. ***** implies that she intended to purchase the Property but instead entered into a lease. We note Ms. ***** applied directly for our services, and was provided copious disclosures regarding the lease terms, purchase options, and payment amounts both prior to entering into the Agreement and throughout the course of her Agreement. We additionally note we have spoken with Ms. ***** via phone multiple times, throughout the course of her Agreement, and discussed all purchase options with her. 
  
  Ms. ***** expresses confusion regarding her current purchase options. To assist, we provide the following explanation. As of todays writing, Ms. ***** has a remaining Total of Payments of $498.46 before tax. She may elect to purchase the Property today, for the second EPO, for $312.36 before tax, which is 65% of the remaining Total of Payments). She may also continue her regular rent payment schedule, and will obtain ownership upon completion of all scheduled rent payments.  
  
  Ms. ***** requests a billing adjustment. We note Ms. ***** has paid a total of $81.00 in accrued fees. To assist, we have applied this amount towards her rent. This lowers her remaining Total of Payments, and subsequently her second EPO purchase amount, should she choose to utilize it.  
   
  We hope this response and offered resolution assists Ms. ****** If she has further questions, she may contact our customer service department at ***************  

• Initial Complaint

  Date:03/19/2025

  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.

  Pressured to make a purchase from an Acima vendor and I never picked up the merchandise never had it in my possession, I contact Acima stating this and that they should contact the merchant to return the merchandise to them since they still had it in their possession and Acima refused to do so and contentiously harasses me about this lease and I told them repeatedly that I do not have the merchandise nor did I ever have it in my possession. They refuse to have their unethical merchant return it to them or refund the lease. The merchant never disclosed they had a no return policy etc. and Acima will not have them return the item or even send it back to Acima to end the lease.

  

  Business Response

  Date: 03/24/2025

  Acima Leasing (hereinafter “we,” “us,” “our”) received the complaint filed by Ms. **** ******** through the Better Business Bureau on March 19, 2025. We note Ms. ******** filed several substantially similar complaints through alternate complaint forums. We have provided a full response through an alternate complaint forum, and consider this complaint closed. Ms. ******** may also contact us directly at (801) 297-1982 with questions.   

• Initial Complaint

  Date:03/18/2025

  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 business does not answer its phone line, creating a barrier to resolving payment issues in accordance with the contract's early payment deadlines. The process is further disrupted when incorrect fees are applied, as they withhold already posted payments to include an additional early payment fee. Since there is no way to halt the *** payment process once initiated, this lack of communication leaves customers vulnerable. Their unresponsive approach feels deceptive, as it undermines the trust established in the agreement. While customers fulfill their obligations, the company retains control over payments, making it nearly impossible to proceed without essential communication. This company's business practices warrant investigation, as there appears to be a pattern of deceptive behavior. Their approach seems designed to exploit communication barriers for financial gain.

  

  Business Response

  Date: 03/20/2025

  Acima Leasing (hereinafter "we," "us," "our") received ******************** complaint on March 18, 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:03/18/2025

  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 items using acima leasing return all items due to items malfunctioning and acima is aware of all items been returned and they are still trying to make be pay for items I returned I have reached out several times and have got no resolution this has been going on over a month

  

  Business Response

  Date: 03/20/2025

  Acima Leasing (hereinafter we, us, our) received the complaint filed by Mr. ****** ****** through the Better Business Bureau (BBB) on March 18, 2025. As of todays writing, we note that the property Mr. ****** selected has been returned and the lease has been terminated.  Mr. ****** may contact our customer service department at ************** with any questions.   

• Initial Complaint

  Date:03/18/2025

  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.

  Hi I have had an account with Acema ********************** for 10 months and my account does not appear in any credit agencies. I believe they dont report my for print to agancies. I would like them to report my foot ring as it will help with my credit rating Im sure if I wasnt paying them they would have reported me to credit rating agencies Im not sure why they have double standards when it benefits clients to do so. I tried speaking to their representatives but they sent me pillar to post.

  

  Business Response

  Date: 03/20/2025

  Acima Leasing (hereinafter we, us, our) received the complaint filed by Mr. ********** ******* through the Better Business Bureau (BBB) on March 18, 2025. 
  We would like to clarify that our company does not report to credit bureaus. This means that any transactions or interactions Mr. ******* has with us will not impact on his credit score or appear in his credit report. 
  Mr. ******* may contact our customer service department at ************** with any questions.    

• Initial Complaint

  Date:03/14/2025

  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 company is constantly harassing me and my daughter calling to our phones. They're saying that I will be accused for breach of contract and intention of defrauding a financial institution. Those are false statements. This account was paid off before the leasing expired and they are charging me for a protection plan that was cancelled. I have bank statements, payment receipts and copy of the contract. Please stop calling or send us text messages, or my lawyer will file a case against them.

  

  Business Response

  Date: 03/18/2025

  Acima Leasing (hereinafter “we,” “us,” “our”) received the complaint filed by Ms. ****** ***** on March 14, 2025, through the Better Business Bureau (“BBB”). We note that Acima Leasing is not contacting Ms. *****, nor have we attempted to contact Ms. ***** at the phone number she provided to us since October 13, 2022. We additionally reviewed our communication history to the phone number Ms. ***** provided on her complaint, and confirm we have never attempted to contact Ms. ***** via that phone number. We encourage Ms. ***** to contact the company that is communicating with her to request no further communications. 
  As Acima Leasing confirms we are not attempting to contact Ms. *****, we consider this complaint closed.  

  Customer Answer

  Date: 03/18/2025

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: they are still constantly calling my daughter ****** ***** ***** without her consent. Her number is ***** ********* She's taking care of my newborn granddaughter and this situation is annoying. The only account I had with ACIMA was in 2022 and I have proof that this account was paid in full in 2022 before the leasing contract ended. Also, nobody contact me before until now. I have all the bank statements and my payment receipt. Please stop calling my daughter or any family member related to me. Thanks!
  
  
  
  Sincerely,
  
  
  
  ****** *****

  

  Business Response

  Date: 03/20/2025

  As stated in our prior response, Acima Leasing has not made the communication attempts indicated by Ms. *****. We encourage her to direct her complaint and request to the party making the communication attempts. Further complaints regarding actions not taken by Acima Leasing will not be responded to. This complaint is closed.  

• Initial Complaint

  Date:03/12/2025

  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.

  I have been having problems with Acima leasing for about over two years, I had two leases with them first lease. I had one problem where they took my money, but then charge me afee and try to tell me that the payment was not paid which I get paid every first of the month with the government check and my bank is never locked unless I make the approval of my bank or card being locked me and other customers that I have read the same problem over and over again I have spoken to an employees and said they were gonna waive the fee, but never got waived asI can tell here now in 2025 I have a new lease and the same thing is happening with the recurring late fees, still saying that I have insufficient funds when I clearly havefunds. I get paid every first of the month like I said prior all I called for was to have these fees waived as it is my fault and according to an employee The problem is on their end, but never got resolved. I have automatic payment set up. I spoke to a manager named Key . and ******, but they rudely denied giving me their last name. All I want Izzys fees wave and for this to stop recurring on myaccount this is fraud and is a hard-working American taxpayer. I will no longer wish to work with the Acima after this payment is due, and I want move forward with Enforcing the law thank you for your time

  

  Business Response

  Date: 03/14/2025

  Acima Leasing (hereinafter we, us, our) received the complaint filed by Mr. ****** ******** through the Better Business Bureau (the BBB) on March 12, 2025. We investigated Mr. ********* complaint and prepared the following response. 
  
  As a courtesy, we have waived one accrued fee in the amount of $25.00. We confirm Acima Leasing fully discloses the terms of the rental-purchase agreement, including how late fees may be accrued, prior to customers entering into the agreement. Further, Acima Leasing clearly indicates when a payment is due, both prior to its due date, and upon use of our customer portal. 
  
  If Mr. ******** has any general questions regarding his lease or would like to explore return, purchase, or settlement options that may be available to him, he may contact our customer service department by phone at **************. 

• Initial Complaint

  Date:03/12/2025

  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.

  Acima blatantly lied to me and said that if I used there leasing program that there would be added fees and no interest for a year and that all they wanted was my business. But then after i purchased my furniture and the contract was sent to my phone it was stated that there was a 8% mark up for the lease in addition there was a 300 dollar charge. And if I did not pay the entire amount before 90 days then they would add an extra 1000 dollars to my lease. These people are evil and lied straight to my face to get me to use their services.

  

  Business Response

  Date: 03/18/2025

  Acima Leasing (hereinafter “we,” “us,” “our”) received the complaint filed by Mr. Terrance ********* through the Better Business Bureau (“BBB”) on March 12, 2025. We investigated his complaint and provide the following response.  
   
  Mr. ********* alleges Acima Leasing provided inaccurate information concerning the cost of leasing. We deny this allegation. Acima Leasing works closely with retailers to ensure they are providing accurate information to customers concerning the nature of our leasing services. In an effort to ensure customers are aware of the cost of leasing, Acima Leasing also directly provides customers with breakdowns of the cost of leasing, rental payments, and early-purchase options, including the fact that there is a cost associated with use of Acima Leasing’s services. The lease-purchase agreement specifically states on the first page in large, bold letters, “This transaction is a lease-purchase agreement (“Agreement”) with Acima or its subsidiary. This is not a loan or credit transaction. The Agreement includes a 90 day Early Purchase Option. This Early Purchase Option may be an amount greater than the retailer’s sale price and not ‘same as cash.’” These disclosures are provided both via email, via the Acima Leasing website during the application for our services, and via a link provided in a text message, which provides a breakdown of the cost of leasing as well as a full copy of the Agreement for review, prior to signing.  
  
  Mr. *********’s desired resolution is a “billing adjustment.” We note Mr. ********* contacted Acima Leasing directly, and was provided the opportunity to return the property and terminate the Agreement. Mr. ********* elected to obtain ownership of the property on March 12, 2025, for the 90 day Early Purchase Option and has no further payment obligations to Acima Leasing. Mr. ********* is not owed any adjustments, as he obtained ownership of the property for the agreed-upon amount, pursuant to the Agreement he elected to enter into. Mr. ********* may contact our customer service department at (801) 297-1982 with any additional questions.