ComplaintsforAcima

• Initial Complaint

  04/13/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  The account is not mine and I asked them to validate the debt and they couldn't.

  

  Business response

  04/19/2024

  Acima Leasing (hereinafter us, we, our, Acima) received the complaint by ******************************* through the Better Business Bureau on April 13, 2024. We investigated this complaint and prepared the following response.

  ************** alleges The [lease] is not [hers]. Acima takes fraud allegations very seriously. We request ************** file a police report and provide us with a full and complete copy of the same to ******************************* Upon receipt of the requested documentation, we will further investigate the allegation. If it is determined that this lease is, in fact fraudulent, we will terminate this lease and remove all reporting of it from the credit bureau. Absent proof of fraudulent activity, we will not terminate the lease or remove our reporting. We have paused our reporting for 30 days while we await additional documentation. Please note, that Experian is the only national credit bureau to which Acima reports.

  ************** alleges she previously requested verification but was not provided the documentation. Acima denies this allegation. We received our communication with ************** and confirm prior to the submission of this complaint, we did not receive a request for lease verification. However, per the fraud claim, we will wait for the additional documentation prior to sending the verification documentation.

  As we are awaiting additional documentation, we consider this complaint closed. If ************** has any questions or concerns in regard to her Agreement, she may contact our customer service department by phone at **************. 

• Initial Complaint

  04/13/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I am not liable for this account I have no knowledge off. I have no contact with acima digital. I demand this be removed from my credit report.

  

  Business response

  04/16/2024

  Acima Leasing (hereinafter us, we, our and Acima) received the complaint filed by Mr. ***************************** through the Better Business Bureau (BBB) on April 13, 2024. We investigated his complaint and prepared the following response.   
  
  ****************** alleges [he has] no knowledge of [this lease]. Pursuant to our records, on November 25, 2016, ****************** entered an independent third-party retailer Home Gallery Furniture (the Retailer) located in *******, ************. While with the Retailer, he applied and was approved for our leasing services. On that same date, ****************** selected furniture (the Property). Acima purchased the Property, and ****************** entered into a lease-purchase agreement (the Agreement) wherein he agreed to rent the Property from Acima. Alternatively, he could execute any other early purchase or termination option outlined within the Agreement.   
  
  ****************** claims [he] not liable for this account. He does not provide further explanation as to why he believes he is not liable for this lease. We have reason to believe that this lease belongs to ******************. Nonetheless, if ****************** is alleging identity theft, we request that he provide us with any documentation substantiating his allegation, including a full police report, at ******************************* Upon receipt of the requested documentation, we will further investigate his allegation. If it is determined that in fact it is a fraudulent account, we will terminate this account and remove all reporting of it from the credit bureau. Absent proof of fraudulent activity, we will not terminate the account or remove our reporting. Please note, Experian is the only national credit bureau to which Acima reports.   
  
  As we are awaiting additional documentation, we consider this complaint closed. If ****************** has any questions or concerns in regard to his Agreement, he may contact our customer service department by phone at **************. 
  

  Customer response

  04/16/2024

  I don't have a contract with the company I don't know where this info is coming from. 

  

  Business response

  04/17/2024

  We ask that ****************** follow the steps provided in our previous complaint. As we have provided ****************** further steps to follow for identity theft, we consider this complaint closed. If ****************** obtains the requested information, he may email the documentation to ******************************.  

• Initial Complaint

  04/11/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I dont have a contract with this business.

  

  Business response

  04/12/2024

  Acima Leasing (hereinafter we, us, our, and Acima) received the complaint filed by ******************************* through the Better Business Bureau on April 11, 2024. We were unable to locate a lease in our system matching the identifying information that ****************** provided in her complaint. Nonetheless, we prepared the following response. 
  
  Acima takes fraud allegations very seriously. If ****************** believes her identity was used to fraudulently create this lease, we request she files a police report and provides us with a complete copy of the same at ******************************* 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 this lease and remove all reporting of it from the credit bureau.  
  
  As we are awaiting additional documentation, we consider this complaint closed. If ****************** has any additional questions regarding this response or obtains the requested supporting documentation, she may contact our fraud department at ******************************* 

  Customer response

  04/12/2024

   
  Complaint: 21561713
  
  I am rejecting this response because:
  If you can not find a lease under my name why are you reporting to my credit? 
  Sincerely,
  
  ***************************

  

  Business response

  04/15/2024

  Acima Leasing requires three (3) separate pieces of identifying information to identify ownership of a lease. We protect customers' information to the fullest extent. While we were unable to locate a lease in our system to sufficiently match the identifying information that ****************** provided in her complaint, this should not be construed to believe that there isnt a lease under ******************** name. Please be advised, this does not mean that a rental agreement does not exist under another spelling, name, or other classification. 
  
  As we have provided steps for ****************** to follow, and we are awaiting further documentation, we consider this complaint closed. If ****************** obtains the requested documentation, we ask her to provide it to ******************************. 

• Initial Complaint

  04/08/2024

  Complaint Type:

  Order Issues

  Status:

  Resolved

  More info

  The company refuses to honor their contract. I choose the option to end the finincial obligation if I were to loose my job. In October 2023 I did loose my job and reported it to Acima they refused to honor the written contract. I have paid over $590 to install lenses in frames that I already have in my possession they simply installed the lenses. They insist that I pay over $800 more dollars in violation of their contract. I have stopped payment on the account due to their refusal to honor their contract...

  

  Business response

  04/18/2024

  Acima Leasing (hereinafter we, us, our, Acima) received the complaint filed by *************************** on April 8, 2024. ************** alleges Acima refuses to honor their contract citing job loss. We investigated ************** lease and confirm ************** initially signed up for Acimas Benefits Plus program. The Benefits Plus program allows members to receive up to $1,000.00 of waived payments on rental agreements, for four consecutive months, until they return to work, or whichever occurs first. We additionally note that Benefits Plus claims must be submitted through the Benefits Plus website, at *******************************************;
  
  We note that ************** called Acima on February 15, 2024, and indicated she was unemployed. We transferred her to our resolutions department, who advised her how to file a claim. We attempted a phone call on March 12, 2024, with **************, but the call was disconnected. We note that we have received two additional communications from a person, who we believe to potentially be **************, but the communications were disconnected after the customer refused to provide verifying information. We reject ************** allegation that we have refused to assist her. Pursuant to our information, ************** has not completed the submission of her claim, as laid out in the Benefits Plus agreement and as our agent advised her.  
  
  ************** desired resolution is to not be responsible for further rental payments. As we have confirmed ************** previously had a valid Benefits Plus contract, as a courtesy we have closed her lease for the amount received. ************** has no further payment obligations to Acima.  
   
  We hope this response provides a satisfactory resolution. If ************** has additional questions, she may contact our customer service department at ************.  

  Customer response

  04/19/2024

   
  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

  04/08/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I opened a lease as a returning customer with this company in January. I was told I'd be given an extension to settle the lease remainder of 2000. I am in between jobs and I am solely requesting an extension of good faith as a loyal customer of this company. It should be illegal (and is in some cases) to price ***** as this company is attempting to do with me to the tune of *******. I would like to request that an extension be made for 30 days and the original buy-out amount be due so that I can actually PAY off the balance and not perpetually be indebted in these trying times to *****. I suggest that any other customers seeking a lease with this company take their business elsewhere, as the other companies are more accommodating, (Snap, AFI) and will give you a 30 day extension in the event of extenuating circumstances.

  

  Business response

  04/11/2024

  Acima Leasing (hereinafter we, us, our, and Acima) received the complaint filed by ********************************* through the Better Business Bureau on April 8, 2024. We investigated this complaint and provided the following response.  
  
  Pursuant to our records, on December 31, 2023, **************** entered an independent third-party retailer  Artisans Fine Jewelry (the Retailer) located in ********, ********. While with the Retailer, she applied and was approved for our leasing services. On that same date, **************** selected a diamond (the Property). Acima purchased the Property, and **************** electronically entered into a lease-purchase agreement (the Agreement) wherein she agreed to rent the Property from Acima. Pursuant to the Agreement, to obtain ownership of the Property, **************** is required to make 24 twice-monthly lease-renewal payments of $302.32 before tax plus an initial rent payment of $50.00 before tax, for a total of $7,305.68 (the Total of Payments) before tax. We confirm that the Total of Payments is the original amount **************** consented to, as per the Agreement. Alternatively, she can execute any other early purchase or termination option outlined within the Agreement.   
  
  As a courtesy to our customers, we offer 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 90-day EPO wherein **************** may obtain ownership for less than the Total of Payments. The 90-day EPO expired on March 30, 2024. **************** did not attempt to execute the 90-day EPO within the allotted timeframe, so the lease is continuing for the agreed-upon terms. The second EPO stipulates that **************** can obtain ownership at any point after the first 90 days by paying a lump sum payment equivalent to 65% of any remaining Renewal Payments. This option is available to **************** and will be until the end of the lease rental period. Alternatively, if Ms. Conteh does not wish to execute a purchase option outlined in the Agreement, she may terminate the Agreement at any time and without penalty by returning the Property to Acima in accordance with our directions, pursuant to paragraph 9 of the Agreement titled, Termination.     
  
  **************** indicates she was aware her 90-day EPO would expire on March 30, 2024, both in the complaint and during her communication with us. **************** request[s] that an extension be made for 30 days, and the original buy-out amount be due so that [she] can actually PAY off the balance and not perpetually be indebted. Pursuant to our records, **************** contacted us on February 29, 2024, and discussed her lease over the phone. **************** again contacted us on March 27, 2024, and our representative advised her of a final courtesy that we may offer, if she were unable to meet her 90-day EPO by March 30, 2024, which is a 7-day extension at an additional cost of $100. This courtesy is not disclosed in the Agreement and is subject to change. 
  
  Ms. ******* desired resolution is for an additional 30-day extension of the 90-day EPO.  We will not ***** this request. Acima is obligated to meet the terms and conditions of the Agreement and is not obligated to provide any extension. We offer a 7-day extension as a final courtesy. We confirm **************** was provided with adequate disclosures surrounding the Agreement and early purchase options and was aware of the 90-day EPO expiration date. We confirm that Acima did our due diligence to ensure **************** had all information regarding the Agreement terms and conditions prior to signing. **************** may still utilize the second EPO at any time.  
  
  We hope this explanation clarifies the payoff terms of Ms. ******* Agreement and her responsibilities thereunder. If Ms. Conteh has any questions or wishes to explore purchase, or termination options that are available to her, we encourage her to contact our recovery department at **************. 

  Customer response

  04/16/2024

   
  Complaint: 21545717
  
  I am rejecting this response because: I simply cannot afford the buy out payment, the total of ******* on an item worth *********************************** this economy, having a sense of compassion for customers attempting to create a fair settlement is essential in customer retention. I will be pursuing my legal options in regards to this if we cannot come to an amicable agreement. I understand that I am past due on the agreement. But surely this can be rectified fairly? I am a continued client of yours, and have always paid what I owed.
  
  Sincerely,
  
  *****************************

  

  Business response

  04/17/2024

  While we find it unfortunate that **************** was unable to utilize her 90-day EPO, we cannot selectively apply the terms of the Agreement to certain customers who voluntarily engage with our services. It would be inappropriate to modify the agreed-upon terms, and Acima bears no responsibility for ******************** decision not to utilize her 90-day EPO within the allotted timeframe. 
   
  **************** has the following options to obtain ownership of the Property. **************** can pay her past-due balance of $330.32 before tax and continue her regular rent renewal payments until she has made all scheduled payments and automatically obtained ownership. **************** may utilize her second EPO, which, as stated previously, stipulates that **************** can obtain ownership at any point after the first 90 days by paying a lump sum payment equivalent to 65% of any remaining renewal payments. This option is available to **************** and will be until the end of the lease rental period. 
  
  Alternatively, if **************** does not wish to execute a purchase option outlined in the Agreement, she may terminate the Agreement at any time and without penalty by returning the Property to Acima in accordance with our directions, pursuant to paragraph 9 of the Agreement titled, Termination.       

  
  We hope this explanation helps **************** understand the options contained in her Agreement. If **************** wishes to utilize the purchase options that are available to her, or wishes to explore return options, we encourage her to contact our recovery department at **************. 

  

  Business response

  04/17/2024

  While we find it unfortunate that **************** was unable to utilize her 90-day EPO, we cannot selectively apply the terms of the Agreement to certain customers who voluntarily engage with our services. It would be inappropriate to modify the agreed-upon terms, and Acima bears no responsibility for ******************** decision not to utilize her 90-day EPO within the allotted timeframe. 
   
  **************** has the following options to obtain ownership of the Property. **************** can pay her past-due balance of $330.32 before tax and continue her regular rent renewal payments until she has made all scheduled payments and automatically obtained ownership. **************** may utilize her second EPO, which, as stated previously, stipulates that **************** can obtain ownership at any point after the first 90 days by paying a lump sum payment equivalent to 65% of any remaining renewal payments. This option is available to **************** and will be until the end of the lease rental period. 
  
  Alternatively, if **************** does not wish to execute a purchase option outlined in the Agreement, she may terminate the Agreement at any time and without penalty by returning the Property to Acima in accordance with our directions, pursuant to paragraph 9 of the Agreement titled, Termination.       

  
  We hope this explanation helps **************** understand the options contained in her Agreement. If **************** wishes to utilize the purchase options that are available to her, or wishes to explore return options, we encourage her to contact our recovery department at **************. 

  Customer response

  04/17/2024

   
  Complaint: 21545717
  
  I am rejecting this response because: I simply cannot afford this option. I would be unable to honor this agreement. At best I can return the merchandise, I will not be able to pay the past due balance with returning the item.
  
  Sincerely,
  
  *****************************

  

  Business response

  04/18/2024

  To discuss return options, **************** may contact our ****************** by calling **************. For general information she may contact our ******************* **************. 

• Initial Complaint

  04/06/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I’ve had several leases with Acima but this one has been a bit funky. I processed and early payment on March 19 using an ach and they attempted to bill me on March 22, the ach cleared however they won’t remove the $25 nsf because the agent says it’s been a couple of days. Regardless of it being a couple of days or not if I paid early and the payment was processed and collected the nsf from the original fee is invalid. Either the nsf is removed or I go to my attorney general and never use this service again.

  

  Business response

  04/08/2024

  Acima Leasing (hereinafter “us,” “we,” “our,” “Acima”) received the complaint filed by Ms. ***** through the Better Business Bureau on April 6, 2024. We investigated her complaint and prepared the following response.  
  
  Ms. ***** disputes the validity of an NSF fee associated with her March 22, 2024 rent payment. Pursuant to paragraph 16 of the lease-purchase agreement (the “Agreement”) titled “Payment Authorization,” to modify the payment authorization we must receive the request at least 3 business days before the payment is scheduled to be made or far enough in advance for us to reasonably act on it. We confirm Ms. ***** did not make her rent payment far enough in advance for us to cancel the authorized automatic withdrawal on March 22, 2024. As such, the rent payment was attempted and failed, thus incurring a $25.00 NSF fee as outlined in the Agreement.   
  
  We confirm our system operated as intended. Nevertheless, we granted her request for a billing adjustment. If Ms. ***** has additional questions or would like to revoke her payment authorization to manually make her rent payments, she may contact our customer service department at ###-###-####.

• Initial Complaint

  04/05/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  ACIMA DIGITAL FKA SIMP Installment | Reported on Dec 30, 2021 Balance $2,456 This charge-off account is hurting your credit. Check to make sure that the account and the details are accurate. If they aren’t, you may be able to dispute the inaccuracies. Payment history 2021 J F M A M J J A S O N D Charged off Collection 60+ days late 30+ days late On time Account details Account status Charge off Account type Installment Account number ******* Date opened Jun 23, 2021 Date closed Dec 31, 2021 Past due $0 Responsibility Individual Times 30/60/90 Days Late 1/1/0 CONTACT INFO ACIMA DIGITAL FKA SIMP

  

  Business response

  04/08/2024

  We were unable to locate a lease account in our system matching the identifying information that Mr. *******’s provided in his complaint. Mr. ******* may contact our customer service department by phone at ###-###-#### if he has any questions, or if he would like to assist our agents in attempting to locate a lease account associated with his information. Additionally, we ask Mr. ******* to contact our credit reporting department by email at [email protected], regarding matters related to credit disputes. 

• Initial Complaint

  04/04/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Acima is trying to make us pay monetary compensation for a purchase that was damaged upon delivery by the retail establishment staff. Upon delivery, their staff was attempting to put the recliner back together and damaged the mechanism that opened and closes the recliner We contacted the retail store immediately the same day within an hour or two after the delivery staff left. We have made several calls. The retail store will take our name, but refuse to call us back. We had eventually spoke to the manager, attempting to resolve this by exchanging the furniture with the response of we cannot do that, because the furniture is no longer new and refused to return any calls there after. We have reached out to Acima to explain our situation and the problems that we were having with the damage merchandise and the retail establishment, we were continued to try and resolve to get the furniture repaired by the retailer. We were told that we would not be charged or if we were once we started the return. And the merchandise was in good condition, which the merchandise still has the tags on it and is in new like condition, that any money that we have paid would be refunded.. Acima attempting to charge us for the time we had the furniture in our possession but we were unable to use the merchandise from the very first day it was delivered due to the damage by the retailer our complaint is that the issue is between Acima and the retailer who damaged the product and that we should not be held accountable for damages caused by the retail store delivery staff. All we are seeking is to have the merchandise returned with no money owed by us, and still be in good standing with Acima for potential future use. Acima is trying to charge us $285 for the time that we had the furniture that we could not use due to the damage caused by the retail store. We feel that this dispute of monetary compensation is between Acima. And the retail establishment.

  

  Business response

  04/08/2024

  Acima Leasing (hereinafter we, us, our Acima) received the complaint filed by *************************** on April 4, 2024, regarding the condition of the chair that is the subject matter of the rental-purchase agreement (the Agreement). We reviewed **************** lease and prepared the following response.  
  **************** indicates the chair was damaged upon delivery. Pursuant to our notes, a repair of the chair has been completed and we scheduled a pickup of the chair on April 9, 2024, to complete the return. We *************************** request to complete the return with no further amount owed. Once the chair has been picked up and the return confirmed, we will close **************** lease as returned, with no further payments owed. Completing a return will not prevent **************** from leasing with Acima in the future. 
   
  If **************** has any additional questions, he may contact our resolutions department at ************.  

  Customer response

  04/09/2024

   
  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

  04/04/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  There's a collection from this company on my credit for 1,555 I've never done any business with this company and I don't owe them a dime ,this is fraudulent and I'm thinking about a lawsuit, it's having a negative impact on my credit history.

  

  Business response

  04/11/2024

  Acima Leasing (hereinafter “us,” “we,” “our,” “Acima”) received the complaint by Ms. ****** ***** through the Better Business Bureau on April 4, 2024, regarding potential fraud.
  
  Acima takes fraud allegations very seriously. We request Ms. ***** file a police report and provide us with a full and complete copy of the same to ***************. Upon receipt of the requested documentation, we will further investigate the allegation. If it is determined that this lease is, in fact fraudulent, we will terminate this lease and remove all reporting of it from the credit bureau. Absent proof of fraudulent activity, we will not terminate the lease or remove our reporting. We have paused our reporting for 30 days while we await additional documentation. Please note, that Experian is the only national credit bureau to which Acima reports.
  
  As we are awaiting additional documentation, we consider this complaint closed. If Ms. ***** has any additional questions regarding this response or obtains the requested supporting documentation, she may contact our fraud department at ***************. If Ms. ***** has any questions or concerns, in regard to her agreement, she may contact our customer service department by phone at ###-###-####.

  Customer response

  04/12/2024

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

   I have enclosed documents proving from the company that has been paid in full and the date is actually present as well. I want this off my credit report and I don't understand why this company is allowed to have this on my credit report. Knowing that it is paid is frauduland I do feel like my case is a 100%  Accurate.

  Customer response

  04/15/2024

  
  Complaint: ********
  
  I am rejecting this response because: I recently received the email stating that I can't prove. The fraudulent acts that this company is performing. So I will upload proof through emails stating that this company is a fraud. And I want this removed off of my credit report immediately.  Affecting my credit score because it was paid in full.Just like I knew it was.It's a shame that people have to go through all of this to fight for themselves.From these fraudulent illegal companies and creditor
  Sincerely,
  
  ****** *****

  

  Business response

  04/17/2024

  Acima confirms that within the initial BBB complaint, Ms. ***** alleges fraud with the following statement, “I've never done any business with this company.” As we take fraud allegations very seriously, in our initial response we informed her of further fraud steps. Upon receipt of Ms. *****'s rejections and a review of our records, we have determined that Ms. ***** is disputing the accuracy of our reporting, not alleging identity theft. With that information in mind, we investigated her complaint, and prepared the following response.

  We confirm that Ms. ***** obtained ownership of the property on September 6, 2021, upon the initiation and success of a final purchase payment. We confirm the lease’s status is “Purchased,” and Ms. ***** has no further payment obligations to Acima.

  Upon receipt of this complaint, we investigated our reporting of Ms. *****’s lease history. We discovered our reporting did not include updated information. We updated the payment history and lease status, to accurately reflect. The AUD control numbers are ******* and *******. We have updated our reporting to reflect accurately immediately upon discovery of the inaccuracy, which satisfies the requirements set by the Fair Credit Reporting Act (“FCRA”). Please note, Experian is the only national credit bureau to which Acima reports. Additionally, Acima is not in control of when Experian chooses to update its reporting.

  Ms. *****’s desired resolution is for Acima to remove the reporting. We will not grant this request. We confirm our reporting is authorized under the Agreement and that the information Acima has reported falls under the scope of allowed reporting under the FCRA.

  We hope this response assists Ms. *****'s understanding of our reporting of her lease. If Ms. ***** has any questions or concerns in regard to her Agreement, she may contact our customer service department by phone at ###-###-####. 

  Customer response

  04/18/2024

  
  Complaint: ********
  
  I am rejecting this response because: You are.

  A waste of time.Do not respond back to me.Do not email me.You guys are a joke so is this world.
  

  
  Sincerely,
  
  ****** *****

• Initial Complaint

  04/04/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  the customer service for ******************** ***** entirely I've been on hold going over 4 hours

  

  Business response

  04/10/2024

  Acima Leasing (hereinafter us, we, our, Acima) received the complaint by ***************************** through the Better Business Bureau on April 4, 2024, regarding our wait times. Our records reflect that **************** contacted Acima numerous times but then disconnected before being connected with an agent on April 3, 2024, and April 4, 2024. However, we confirm he connected with an agent on April 4, 2024, and that we assisted him. As such, we consider this matter closed. If **************** would like to view details related to his purchased lease, he may access our customer portal online at ************************ or on the Acima Mobile App. If **************** has further questions, he may contact our customer service department by phone at ************** or via chat at acima.com. 

*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. ↩