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:07/02/2025

  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 applied for furniture and was denied. I called the company and was told i have a old account from back in 2018. I needed to file a id theft police report and email *************** with a copy of the police report my name and number in the body. I hang up call the police they laugh asking me what city i say idk. They said they cant file a police report. I called back and asked for information speak to 2 people I am asking for more information he cant provide me the info I ask to speak to.someone that can Im on hold for 14 mins then disconnected. I call back and speak to a rude lady name oha that barely speaks English I tell her im frustrated I asked to speak to a supervisor and she keeps asking me for a lease number I tell her I dont know. She says she cant send for a supervisor now im really mad then she raised her voice and disconnected
  
  I want this removed this is not on credit report and it has been since 2018 I need answers

  

  Business Response

  Date: 07/08/2025

  Acima Leasing (hereinafter “we,” “us,” “our”) received the complaint filed by Ms. ******* **** through the Better Business Bureau (“BBB”) on July 2, 2025, regarding an older lease with Acima Leasing. We provide the following response.  
  
  We investigated our reporting upon receipt of this complaint and confirm we are not reporting Ms. ****'s lease or payment history. We note we were previously correctly reporting Ms. ****’s lease and payment history; however, it was removed for reasons unrelated to her complaint.   
  
  Pursuant to our records, Ms. **** is already working with our fraud department and we ask that she cooperate with them to resolve this matter. As such we consider this matter closed. 

  Customer Answer

  Date: 07/11/2025

  
  
  Complaint: 23549350
  
  
  
  I am rejecting this response because: no one has contacted me. I have received generic emails. No one will assist with this issue. I am told I need to email someone but when I email it is a generic response. I was told to file a police report the police literally laughed in my face. This is too old and I have NO INFO the company will not provide any info. If I owed this money why was it not on my credit report. Seems like a scam 
  
  
  
  Sincerely,
  
  
  
  ******* ****

  

  Business Response

  Date: 07/16/2025

  This lease is no longer showing up on Ms. ****’s credit report as the 7 year limitation on reporting has been reached. This lease was created in February 2018, it is over 7 years old and was previously deleted due to age. If Ms. **** is unable to file a police report, our fraud department recommends filling out an Federal Trade Commission Identity Theft Affidavit, which may be simply completed only. She may then email the completed form to *************** so we can properly investigate the fraud claim. Proof is necessary to substantiate allegations of fraud and/or identity theft. 
  
  Further communication may be directed to our fraud department. As such we consider this complaint closed. 

• Initial Complaint

  Date:07/01/2025

  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 bought a couch had to pay it within 3 months, I paid it. Then they came back weeks later saying I didn’t pay the text of $60+ and because of that I have to pay $1700+ of interest and they’ve been taking out 100+ PER WEEK without my authorization! I’ve called their customer support more than 20 times each person is telling me an amount to just pay it off and it’s different every time! They are putting my account in the negative and overdrawing my bank account even after my bank put a stopped payment on them!

  

  Business Response

  Date: 07/03/2025

  Acima Leasing (hereinafter “we,” “us,” “our”) received the complaint filed by Ms. ****** ********* through the Better Business Bureau (“BBB”) on July 1, 2025, regarding her purchase options. We provide the following response. 
  
  Acima Leasing transactions are not financing, loans, or same as cash arrangements and do not contain interest. Acima Leasing is a rent-to-own organization offering an alternative option of financing.   
  
  On November 24, 2024, Ms. ********* entered an independent third-party retailer – Rooms To Go (the “Retailer”). While with the Retailer, she applied and was approved for our leasing services. On that same date, Ms. ********* selected a sectional (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 Property Mr. ********* could elect to make 52 weekly renewal payments of $87.84, plus an initial rent payment of $50.00, for a total of $4,568.29 (the “Total of Payments”). Alternatively, he could execute any other early purchase or termination option outlined within the Agreement.    
  
  Ms. ********* claims “[she has] to pay $1700 of interest.” This is not correct We note that the Agreement does not have interest. The Total of Payments was set at the initiation of the Agreement, and did not change throughout the course of her Agreement. 
  Ms. *********’s rental-purchase agreement details two Early Purchase Options (“EPO”); each of which reduces the cost of ownership to the customer and terminates the Agreement earlier than the 12-month rental period contained within. The first EPO ********* is a 100-day EPO where a customer can obtain ownership of the Property within the first 100 days of the Agreement by paying the disclosed purchase amount. Ms. ********* had a 100-day EPO purchase amount of $2,242.94 before tax which expired on March 20, 2025. Ms. ********* did not meet that total as of the deadline, so her lease continued for the agreed-upon terms. which we show that she did open the sent emails, as well as view the amount needed to purchase the Property. Additionally, Ms. ********* was also provided a link to Acima Leasing’s customer portal, located at customer.acima.com/, where she could log in to view a copy of the Agreement at any time, view the status of her lease, and make payments. 
  
  Ms. ********* may also continue her regular rent renewal payments and obtain ownership after the completion of all rent renewal payments. The second EPO stipulates a customer may obtain ownership at any point after the first 100 days by paying a lump sum payment equivalent to 65% of any remaining renewal payments plus any past-due rent. This option is still available to Ms. ********* and will be until the end of the lease term. Alternatively, if Ms. ********* 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 Leasing in accordance with our directions 
  .We hope this explanation clarifies the payoff terms of Ms. *********’s Agreement and her responsibilities thereunder. If Ms. ********* has any questions or wishes to explore purchase, or termination options that are available to her, we encourage her to contact our customer service department at ***** ********. 
  

• Initial Complaint

  Date:06/30/2025

  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.

  My bank flagged this company as fraud
  They take my money out whenever they want to although I have everything set up to come out on Friday, I have to call every two weeks because they take two payments out on a Friday, then look up on a Monday,Tuesday,or any other day except Friday my payment is coming out. They are rude and try to fast talk you. They took my money out early messing my account up and not giving one damn. This was one of my worst mistakes.

  

  Business Response

  Date: 07/03/2025

  Acima Leasing (hereinafter “we,” “us,” “our”) received the complaint filed by Ms. ****** ****** through the Better Business Bureau (“BBB”) on June 30, 2025. Ms. ****** did not provide a lease number, and the identifying information provided does not match any leases in our system. We thereby request that Ms. ****** provide additional identifying information so that we can fully investigate her complaint. Additionally we ask that Ms. ****** contact our customer service by calling ***** ******** to discuss her payment frequency and explore potential solutions.  

• Initial Complaint

  Date:06/30/2025

  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.

  Several transactions of 40.95, after speaking to a rep, and verifying Im not a customer.

  

  Business Response

  Date: 07/01/2025

  Acima Leasing (hereinafter “we,” “us,” “our”) received the complaint filed by Ms. ******* ******* through the Better Business Bureau (“BBB”) on June 30, 2025, regarding fraudulent charges with her bank account. We provide the following response. 
  
  Acima Leasing takes fraud allegations very seriously and conducts immediate investigations upon notification. We request that Ms. ******* send a bank statement showing the errant charges to [email protected]. We encourage Ms. ******* to file a police report and send a copy along with the bank statement. If Ms. ******* believes her identity was used to fraudulently create a lease, we request she file a police report and provide us with a complete copy of the same at ***************. Once we receive the requested documentation we will investigate and take all appropriate action. No further action will be taken while we await additional documentation. 
  
  If Ms. ******* has any questions or would like to assist our customer service agents with locating an account we encourage her to contact our customer service department at (**** ********. 
  

• Initial Complaint

  Date:06/26/2025

  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 called on May 6-2025 to finish the contract of rental furniture (sofas) and they haven’t call me back to give me a date to come to pick up the sofas, however they haven’t close the account and continue to add charges to the account. They don’t respond my calls and when they don’t give me any solutions

  

  Business Response

  Date: 07/03/2025

  Acima Leasing (hereinafter “we,” “us,” “our”) received the complaint filed by Ms. ******* ******* through the Better Business Bureau (“BBB”) on June 26, 2025. We have contacted Ms. ******* directly and we are actively working on finalizing a resolution. If Ms. ******* has further inquiry, she is welcome to contact us at ***** ********. 

• Initial Complaint

  Date:06/26/2025

  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 went to donnie's towing and tire's and they offered acima credit for my tire's. he didn't explain the apr rating to me or give me any documentation on the leasing term's. this leasing company is taking more money then they said out my weekly paychecks. i did contact them and i got the run around saying i had signed a contract for 12 months then the other person said 21 months. i was never informed of anything like this i want them to stop taking extra money out of my account they have been taking 19.59 a week out my weekly pay. for a year. i want to know what's going on. they have been scamming me and others since they have opened

  

  Business Response

  Date: 06/27/2025

  Acima Leasing (hereinafter “we,” “us,” “our”) received the complaint filed by Ms. ****** ****** through the Better Business Bureau on June, 27 2025. We investigated this complaint and provide the following response.   
  
  Pursuant to our records, on 08/20/2025, Ms. ****** entered an independent third-party retailer – Donnies Towing and Tires (the “Retailer”) – located in Steubenville, Ohio. While with the Retailer, she applied and was approved for our leasing services. On that same date, Ms. ****** selected leasable merchandise (the “Property”). Acima purchased the Property, and Ms. ****** electronically entered into a rental-purchase agreement (the “Agreement”) wherein she agreed to rent the Property from Acima. Pursuant to the Agreement, to obtain ownership of the Property Ms. ****** could elect to make weekly renewal payments of $18.27, plus an initial rent payment of $50.00, for a total of $1000.00 (the “Total of Payments”). Alternatively, they could execute any other early purchase or termination option outlined within the Agreement.   
  
  We note that Ms. ****** signed the Agreement digitally, via a text message link that was sent to her phone number. The signing process presented all terms and conditions on her own digital device, as well as a full copy of the Agreement before signing. We note we have spoken to Ms. ****** directly via phone, including in October 2024, when her first early-purchase option was still available, and provided details concerning her lease. We have also sent copious communications to Ms. ****** via email. We deny her allegation that she was scammed, if she wishes to cease payments or make other changes we encourage her to contact our customer service department to review available options. We note Ms. ****** has the option to purchase the lease at any time, or terminate it by returning the property. If Ms. ****** elects not to terminate or exercise an early purchase option, she will automatically obtain ownership of the property at the end of her rental payment schedule, once she completes all scheduled rent renewal payments. 
  
  As we explained the lease, we consider this complaint closed. If Ms. ****** has any additional questions regarding this response, they may contact our customer service department at ***** ********* 
  

• Initial Complaint

  Date:06/25/2025

  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.

  A fraudulent account was opened in my name with Acima. I live in the **************, and it appears fraud occurred, and an account was opened in **********. This should be investigated and removed from my credit report.

  

  Business Response

  Date: 06/26/2025

  Acima Leasing (hereinafter “we,” “us,” “our”) received the complaint filed by Mr. Gabriel Rothschild through the Better Business Bureau (“BBB”) on June 25, 2025, regarding a fraudulent lease with his information. We provide the following response.   
  
  Acima Leasing takes fraud allegations very seriously and conducts immediate investigations upon notification. Upon completing our initial investigation, we were unable to determine whether the lease in question was created as a result of fraud. We encourage Mr. Rothschild to file a police report and send a copy to [email protected]. Alternatively, Mr. Rothschild may provide us with a Federal Trade Commission 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. Rothschild has any questions we encourage him to contact our customer service department at (801) 297-1982. 

• Initial Complaint

  Date:06/25/2025

  Type:Order 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.

  Dear BBB, I would like to register a complaint against the company Acima for their unethical business practices. I was recently a victim of identity theft. I recently received messages from Acima company during non business hours regarding an account that was approved and opened under my name without my knowledge nor consent. I contacted Acima during business hours to advise and was told it would be reported to their fraud department and there wasn’t any information they could provide although the account was opened using my information. I then contacted the police department to file a police report and was advised it would be ready for pick up later that week. I was later contacted by Acima’s fraud department and advised the pending transactions were canceled. Fast forward, I continued to receive emails from the company stating otherwise and that someone was continuing to make changes to the account. I immediately contacted Acima to see why were they still allowing activity on a fraud account and why was I told the transactions were cancelled . Their response was without a police report the account will remain open. So they are allowing and enabling fraud under my name to where I believed this was being done within their company as I see many other recent complaints regards the same issue. This is shady unethical business practices and I will sue this company if needed.

  

  Business Response

  Date: 06/26/2025

  Acima Leasing (hereinafter “we,” “us,” “our”) received the complaint filed by Ms. ** *. through the Better Business Bureau (“BBB”) on June 25, 2025, regarding a fraudulent lease with her information. We provide the following response.  
    
  Acima Leasing takes fraud allegations very seriously. We confirm that our fraud department has received a redacted police report as well as an FTC Affidavit. After receiving these documents, our fraud department began and has since completed their full investigation into Ms. **** allegation. It was determined that this lease was not fraudulently created. If *** ** has any documentation showing that her phone was hacked or not in their possession when the lease was opened, we encourage her to submit that to ***************. Until we receive further documentation, we consider this matter closed. 
  If *** ** has any questions, we encourage her to contact our customer service department at ***** ********. 

  Customer Answer

  Date: 06/26/2025

  
  
  Complaint: 23518253
  
  
  
  I am rejecting this response because: My personal information has obviously been compromised which led to the fraudulent activity. Acima cannot accuse me of opening an account that I did not open. Acima allowed someone to use my information on their website to open the account and therefore need to close the account. I am trying to avoid taking legal action against Acima as I see many others have due to their fraudulent, uneducated business practices. Acima does not have any signatures from me nor physical documents (drivers license & social) because I did not open this account. I will not accept owing for a loan that I did not open. Please provide documents where I signed for this loan. 

  
  Sincerely,
  
  
  
  * *

  

  Business Response

  Date: 06/30/2025

  *** ** has been in contact with our fraud department, and as a result, we have terminated the lease associated with Ms. **** information as a precaution. She may contact our fraud department at *************** with further questions. 

  Customer Answer

  Date: 07/02/2025

  
  
  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID 23518253, and find that this resolution is satisfactory to me.
  
  
  
  
  Sincerely,
  
  
  
  * *

• Initial Complaint

  Date:06/24/2025

  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 have never done business with ACIMA, and have no ACIMA account, but there have been continuing charges to ACIMA on my credit card. My complaint is that, despite my phone requests to deal with the fraud, ACIMA has done nothing to block charges being made fraudulently to my *************** credit card.The following charges have been made to my BofA credit card--and disputed--on these dates and amounts:Jan.10, 2025. $135.16 Jan15,2025. $135.16 Feb.7,2025. $365.91 Mar.10,2025. $15.19 Apr.4,2025. $100.92 May.6,2025. $100.92 Jun.13,2025. $100.92 *************** has reimbursed my credit card and sent me a new card after each disputed charge of fraud, but ACIMA has not taken action to block the fraudulent charges on the series of new cards.

  

  Business Response

  Date: 06/26/2025

  Acima Leasing (hereinafter “we,” “us,” “our”) received the complaint filed by Ms. Martha Burgess through the Better Business Bureau (“BBB”) on June 24, 2025, regarding fraudulent charges with her bank account. We provide the following response. 
  
  Acima Leasing takes fraud allegations very seriously and conducts immediate investigations upon notification. We request that Ms. Burgess send a bank statement showing the errant charges to [email protected]. We encourage Ms. Burgess to file a police report and send a copy along with the bank statement. If Ms. Burgess believes her identity was used to fraudulently create a lease, we request she file a police report and provide us with a complete copy of the same at [email protected]. Once we receive the requested documentation we will investigate and take all appropriate action. No further action will be taken while we await additional documentation. 
  
  If Ms. Burgess has any questions or would like to assist our customer service agents with locating an account we encourage her to contact our customer service department at (801) 297-1982.

• Initial Complaint

  Date:06/24/2025

  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.

  I had requested around May 21st that the automatic payments be stopped with this company. They assured that they were. As an extra precaution, I placed a stop payment with my bank. Not only did they not stop the auto payments, but they used a slightly different name to get through the stop payment in June. After raising this issue with them, they refused to refund the amount that was charged without my authorization.

  

  Business Response

  Date: 06/30/2025

  Acima Leasing (hereinafter “we,” “us,” “our”) received the complaint filed by Ms. ****** ******** through the Better Business Bureau (“BBB”) on June 24, 2025, regarding payments being taken from her account. We provide the following response. 
  
  Pursuant to our records, on May 20, 2025, Ms. ******** chatted in with the request to stop auto pay on her lease. TMs. ******** claimed she had previously requested autopay off, and raised other questions regarding her lease. Our agent asked Ms. ******** to confirm that she wanted autopay turned off, but Ms. ******** did not respond. After 4 minutes, our agent disconnected the chat for non-response. Ms. ******** did not contact Acima Leasing again until June 21, 2025, at which point she requested and confirmed she wished for automatic payments to be turned off. Automatic payments were turned off at that time.  
  
  Ms. ******** alleges Acima Leasing utilized a “slightly different name” to process her June renewal payment. This is not accurate. Ms. ********’s May renewal payment failed, with the message provided by the bank as “payment stopped.” Ms. ******** provided two payment methods when initiating the rental-purchase agreement (the “Agreement”) with Acima Leasing. The Agreement authorizes Acima Leasing to attempt renewal payments from any payment method provided. As such, our system automatically switched to Ms. ********’s secondary payment method, after the May renewal payment failure. We note that Ms. ******** will not have further payments process, regardless of method, now that she has requested her automatic payments to be turned off. 
  
  Ms. ********’s desired resolution is a refund of her June 20, 2025, payment. As a courtesy, we refunded this payment to the original payment method. Please note, Ms. ******** is still responsible for the rent renewal payments, including all past-due amounts, as set forth in the Agreement, and we encourage her to contact us at her earliest convenience to make alternate payment arrangements. Turning off automatic renewal payments does not remove Ms. ********’s payment obligations. Finally, if Ms. ******** no longer wishes to make payments, we encourage her to contact us and arrange to return the property and terminate the agreement.  
  
  If Ms. ******** has any questions we encourage her to contact our customer service department at ***** ********.