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:08/14/2025

  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.

  I reached out to a company, ************, that Acima Leasing is partnered with for an appointment on June 15, 2025 to have custom gold teeth made for my husband and I for a Fathers Day gift. We went in the ************, got our molds done for the Jewelry and paid using Acima Leasing. We were told that our jewelry would be ready for pick up on the 26th of June. Upon arrival, our jewelry did not fit, one piece had a hole in the jewelry, one pair was too tight. The whole experience was a mess. I asked for a refund right away in the store and the guy working there said he couldnt make that decision without a manager and that someone would call me. I left the jewelry in the store and immediately contacted Acima. I spoke with someone named ****** who assured me that as long as I didnt have the jewelry that my lease could be cancelled. Here I am 2 months later and they are telling me they are unable to cancel my lease even though I have called multiple times and was assured that it would be cancelled. Not to mentioned the fact that Diamond City created the lease with Acima under false pretenses as they did not disclose to Acima that they were making customized,Personalized jewelry. I have asked numerous times to both companies for a refund and they will not give me one, even though I dont have the Jewelry they are trying to make me pay for. This is completely unprofessional and I should not have to pay for Jewelry that they messed up in the first place. There has been no accountability and no concern for their customers.

  

  Business Response

  Date: 08/19/2025

  Acima Leasing (hereinafter we, us, our) received the complaint filed by Ms. ***** ***** through the Better Business Bureau on August 14, 2025. We reviewed her complaint and provide the following response.  
   
  As Ms. ***** does not have the merchandise in her possession and the retailer has confirmed that the merchandise is with them, we have elected to terminate the rental-purchase agreement and refund the one rent payment previously made to Acima Leasing. Ms. ***** no longer has any payment obligations to Acima Leasing.  
  
  Ms. ***** may contact our customer service department at ************** with further questions.  

  Customer Answer

  Date: 08/19/2025

   
  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:08/13/2025

  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.

  There isnt an early purchase option after the initial "early pay off" time frame has passed. No savings for early purchase.

  

  Business Response

  Date: 08/19/2025

  Acima Leasing (hereinafter we, us, our) received the complaint filed by Ms. ****** ********* through the Better Business Bureau (BBB) on August 13, 2025, regarding a second early purchase option. We provide the following response. 
  
  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 Ms. ********* may obtain ownership for less than the Total of Payments. The 90-day EPO expired on June 7, 2025, and the lease is continuing for the agreed-upon terms. The second EPO stipulates that Ms. ********* can obtain ownership at any point after the first 90 days by paying a lump sum payment equivalent to 65% of any remaining rent renewal payments. This option is available to her and will be until the end of the lease rental period. Please note, the expiration of the first 90-Day EPO does not constitute an increase to her payment obligations. It simply means this option is no longer available. The Total of Payments as well as all other terms and conditions were set forth at the initiation of the Agreement, and have not and will not change.   
  
  If Ms. ********* has any questions we encourage her to contact our customer service department at **************. 

• Initial Complaint

  Date:08/12/2025

  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.

  This company totally took advantage of my senior parents. There is a language barrier, so perhaps they didnt understand the full concept. But then when I tried to get involved, I realize how a horrible company it really is. They charged over 100% interest way more than the ticket price for medical equipment. We were trying to pay Balance off and it was only missed by three days. There was no phone calls, no text, no email to remind us of our deadline. Talking directly to a supervisor he was unable to resolve my situation. Better yet the balance due was increased even more Without any solution without any assistance. They are totally taking advantage of people who may even have a learning disability who may not understand the lease agreement compl. I dont understand how this company is still in business. It seems that they have been taken to court way too many times if they include information in their lease agreement about legal matters, something out of the ordinary. As though theyve been through it many times and have no respect for customer service at all. They definitely took advantage of my parents with disabilities.

  

  Business Response

  Date: 08/14/2025

  Acima Leasing (hereinafter we, us, our) received the complaint filed by Ms. ****** ****** through the Better Business Bureau (BBB) on August 12, 2025, regarding her parents lease. We provide the following response.  
  
  We note that Ms. ****** did not provide a full lease number, and the phone number provided does not match any leases in our system. We thereby request that she 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.  
  Additionally, if Ms. ****** is assisting her parents and is not the lessee, we encourage her to have the lease holder contact us directly and add her as an authorized third party so we can discuss/release lease information, if this has not already occurred.  
  
  As we are awaiting additional documentation, we consider this complaint closed. 

  Customer Answer

  Date: 08/14/2025

   
  Complaint: 23739394
  
  but here is the information being requested . I was told I was being added to the account as an authorized user.

  
  account: **** Deleon 
  **************
  ***********************;
  chino ca 91710 
  email: ************************* 
  
  Sincerely,
  
  ****** ******

   

   

   

   

  

  Business Response

  Date: 08/19/2025

  We note we have now received authorization to discuss the lease with Ms. ******* as such we provide the following response.  
   
  Ms. ****** claims they received insufficient notice of the first early purchase option expiration date. We note that the lessee, **** ******** was provided initial information regarding the fact that the first early purchase option would expire 90 days after the rent renewal payment schedule prior to the lease signing. The rental-purchase agreement (the Agreement) specifically indicates the timeframe after which the first early purchase option would expire, as do our early disclosures. The Agreement, which was provided to Ms. **** ******* in full, specifically indicates the timeframe and the amount necessary to purchase the property for the first early purchase option. On April 24, 2025, we sent a welcome email which detailed important pieces of information, including the first early purchase option expiration date of July 25, 2025. On May 3, 2025, we sent a reminder email specifically for the first early purchase option expiration date, indicating the remaining amount as well as the expiration date. Prior to the first early purchase option expiration, we sent additional Payment Cleared emails, which indicate the amount necessary to purchase the lease as of the date sent. We confirm we sent sufficient reminders of the first early purchase option expiration date.   
  
  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  Ms. **** ******* may obtain ownership for less than the Total of Payments, specifically, for $1,764.98 before tax. The 90-day EPO expired on July 25, 2025, and the lease is continuing for the agreed-upon terms. The second EPO stipulates that  Ms. **** ******* can obtain ownership at any point after the first 90 days by paying a lump sum payment equivalent to 45% of any remaining rent renewal payments. This option is currently available and will be until the end of the lease rental period. Please note, the expiration of the first 90-Day EPO does not constitute an increase to their payment obligations. It simply means this option is no longer available. The Total of Payments as well as all other terms and conditions were set forth at the initiation of the Agreement and have not and will not change. 
  
  We confirm that a total of $1,463.09 including tax in rent has been paid.  
  As of todays writing, Ms. **** ******* can purchase the Property by utilizing the second EPO. This purchase option is available today for $1,182.35 before tax. Ms. **** ******* may also elect to continue the regular rent payments and will automatically obtain ownership of the property at the end of the lease term. Finally, if Ms. **** ******* no longer wishes to obtain ownership of the property, she can elect to return the property to Acima Leasing and terminate the agreement. 
  If Ms. ****** has any questions or concerns in regard to the Agreement or would like to explore any purchase, termination, or settlement options that may be available to her, she may contact our customer service department by phone at **************. 

• Initial Complaint

  Date:08/12/2025

  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.

  Acima is incorrectly not adding payments to my account. And then adding more and more fees to make make my early pay off amount extremely high. I sent them by email per their request proof of the payment from my account.

  

  Business Response

  Date: 08/13/2025

  Acima Leasing (hereinafter “we,” “us,” “our”) received the complaint filed by Ms. ******* ******* through the Better Business Bureau (“BBB”) on August 12, 2025, regarding unsuccessful payments. We provide the following response. 
  
  Ms. ******* alleges Acima Leasing is "incorrectly not adding payments to [her] account.” We reject this allegation in its entirety. We confirm that the payments we have attempted have failed due to non sufficient funds. 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. Acima Leasing rejects Ms. *******’s assumption that we utilize deceptive practices in an attempt to elicit additional payments from customers. Acima Leasing does not engage in the practice of misleading customers regarding their payment due dates. Acima Leasing confirms our lease-purchase agreements are compliant with the statutory law that governs lease-purchase agreements in the state of Maryland. The cited law authorizes Acima Leasing to charge the amounts and fees contained within the Agreements. We confirm that the bank statement Ms. ******* submitted to us doesn’t show that any of her payments were successfully debited from her account, except for the payment she made on August 1, 2025. 
  
  If Ms. ******* has any questions we encourage her to contact our customer service department at ***** ********. 

• Initial Complaint

  Date:08/11/2025

  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.

  Well it's been almost 10 days since I submitted a complaint on ****** ********* services for Big Sandy's Superstore. Also on Axcima in ****. I received a call from ****** and was told unless I make a donation then let them decide how much I will have make payments $600-$800. more after donating sofa and they will send someone to pick it up. They will leave my account open while accruing penalties and fines. That is the only resolution otherwise they will not come and retrieve the sectional sofa this is going in to the 3rd month of not having this Sectional Sofa rental not picked up by Axcima or Big Sandy's Superstore in **********, **. I was told by BBB to wait 7-10 days for resolution. Well that's the only resolution they will accept. But it's leases or rental if you get a payment behind they come get it. Then if you decide you don't want the sofa for any reason call and they will pick it up no problem. I've been doing both since it was delivered and the guys who delivered said they couldn't take it. This is ridiculous they're continuing to leave my account open. With out me paying it off or paying June, July, & Aug. Axcima is out of ***** they have a number to call but when you go to resolutions you can hear all the language in the background while an angry man of Chinese descent clearly noticed in his speech. Saying they will not come and pick the sofa up. It's still in my living room. With my ******, it's a fall hazard for me clearly. So no resolution with ****** financing at Big Sandy's Superstore where he was the financing officer who handled ****** it for me. Now he won't even take my calls. Axcima/BigSandy's Superstore. I tried the possibility of buying a TV thinking if they tried to deliver they could take the sectional sofa. Then I said nevermind. I'm still stuck with this big sectional in my living room as a fall hazard with my ******.

  

  Business Response

  Date: 08/07/2025

  Dear Mediator,
  This customer ********************* with ********************** who provides lease to own financing within our stores.  
  
  If the customer will no longer be making payments and is trying to return, she will need to contact Acima at their **************** to discuss and resolve this issue. The phone # is ************.
  
  

  Customer Answer

  Date: 08/11/2025

  Leased/rented out a couch from this business. The business was supposed to pick up the couch if I decided I didnt want to continue to make payments on the couch. Contacted the store multiple times and let them know that I did not want this couch anymore and I would not continue to make the payments. Was also told by the business that I could not transport the couch to the location closest to my house. Unclear instructions on what to do to return the couch back to the business. The business refuses to continue any contact with me when I call or email.

  

  Business Response

  Date: 08/19/2025

  Acima Leasing (hereinafter we, us, our) received the complaint filed by Ms. ***** ***** through the Better Business Bureau (BBB) on August 11, 2025, regarding returning the merchandise. We provide the following response. 
  
  We confirm that we have looked into all possible resolutions for Ms. ***** to assist with the termination, including contacting the retailer, and assisting in researching non-profits near Ms. ***** inquiring about their pickup range. Ms. ***** can donate the merchandise, utilize one of her Early Purchase Options, or exercise a settlement. Ms. ***** claims Acima Leasing is refusing contact with her. This is inaccurate, we have been in communication with her multiple times, most recently as of August 15, 2025, working to resolve her return request to her satisfaction. We encourage her to contact us at her earliest convenience to complete the return. 
  
  Ms. Mason may contact our customer service department by phone at **************. 

• Initial Complaint

  Date:08/11/2025

  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 formally disputing the account listed under account number ********* that appears on my credit report. This account was opened without my consent and is the result of fraudulent activity. I have no record of applying for or agreeing to any arrangement with ACIMA DIGITAL FKA SIMP.
  
  Pursuant to 15 U.S.C. § 1692g (Validation of Debts), you are required to provide verification of the debt or a copy of a judgment within 30 days of receiving this notice. I have not been provided with any signed contract or documentation showing that I authorized this account. Without a legitimate, legally binding agreement containing my signature, there is no valid basis for this account to be associated with my name.
  
  As this account was created fraudulently, I demand its immediate removal from my credit report and the cessation of all collection activity. If you cannot supply proper validation within 30 days, you must delete this account from my record and end all further collection efforts.
  
  Please acknowledge receipt of this correspondence and inform me of the steps you will take to resolve this issue.

  

  Business Response

  Date: 08/14/2025

  Acima Leasing (hereinafter “we,” “us,” “our”) received the complaint filed by Ms. ********** ***** through the Better Business Bureau (“BBB”) on August 9, 2025, regarding a fraudulent lease. We provide the following response. 
  
  Acima Leasing takes fraud allegations very seriously and conducts immediate investigations upon notification. Upon completing our investigation, we were unable to determine whether the lease in question was created as a result of fraud. We encourage Ms. ***** to file a police report and send a copy 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 take all necessary action. No further action will be taken while we await additional documentation. 
  
  As we are awaiting additional documentation, we consider this complaint closed 

• Initial Complaint

  Date:08/09/2025

  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.

  misuse of services. used acima credit as a payment agreement recommended to me by an employee. shop failed to provide the necessary work and car still needed more maintenance afterwards, acima is charging me double what the shop charged many months ago despite paying majority of the original payment. acima continues to reach out to me with emails stating i have no right to keep the property despite it not being property, more so failed service work done on my vehicle. i wish to come to some sort of an agreement with them. some sort of extension, or drop on the payments.

  

  Business Response

  Date: 08/19/2025

  We confirm we reviewed Mr. ******* complaint and elected to close his lease for amount received. We confirm he owes $0. Mr. ******* may contact our customer service department at ************** with questions.  

• Initial Complaint

  Date:08/06/2025

  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.

  I am writing to formally dispute the account listed under account number ********* that appears on my ********************** report. This account was opened without my permission and appears to be the result of fraudulent activity. I have no memory of applying for or authorizing any account with ******************** FKA SIMP.Pursuant to 15 U.S.C. 1692g (Validation of Debts), you are legally obligated to provide verification of the debt or a copy of a judgment upon written request within 30 days. To date, I have not received any signed agreement or documentation confirming that I authorized this account. Without a legitimate contract bearing my signature, this account should not be associated with my ******* this account was fraudulently opened, I am requesting its prompt removal from my credit report and that all collection efforts be halted. If you are unable to validate the debt within 30 days, you are required to delete the account from my record and discontinue all collection activity.Kindly acknowledge receipt of this letter and inform me of the next steps to resolve this issue.

  

  Business Response

  Date: 08/07/2025

  Acima Leasing (hereinafter we, us, our) received the complaint filed by Mr. ******* ******* through the Better Business Bureau (BBB) on August 6, 2025, regarding fraud. We provide the following response. 
  
  Acima Leasing takes fraud allegations very seriously and conducts immediate investigations upon notification. Upon completing our investigation, we were unable to determine whether the lease in question was created as a result of fraud. We encourage Mr. ******* to file a police report and send a copy 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. 
  
  As we are awaiting additional documentation, we consider this complaint closed. 

• Initial Complaint

  Date:08/05/2025

  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.

  This was not me and I would like it to be taken off my credit report. This was someone else using the phone in my name

  

  Business Response

  Date: 08/07/2025

  ********************* account with ********************************************* is no longer owned by us. We confirm that ****************************. Owns Ms. ******** lease, they may be contacted by phone at ************. 
  We confirm we are no longer reporting Ms. ******** lease or payment history to the credit bureaus. Please note, this cessation of reporting is for reasons other than Ms. ******** submission of a complaint. As we are no longer reporting, we consider this complaint closed. 

• Initial Complaint

  Date:08/02/2025

  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.

  They overcharge over 100% of interest of the amount borrowed.

  

  Business Response

  Date: 08/06/2025

  Acima Leasing (hereinafter “we,” “us,” “our”) received the complaint filed by Mr. ***** ***** through the Better Business Bureau (“BBB”) on August 2, 2025, regarding the total of payments. We provide the following response. 
  
  Acima Leasing offers lease-to-own services wherein customers may be approved to select property from retailers valued at up to a specific amount. Acima Leasing then purchases the property directly from the retailers on behalf of our customers, and customers enter into rental-purchase agreements wherein they agree to make lease payments to Acima Leasing until they either purchase the property or terminate the lease-purchase agreement. Customers may purchase the property or terminate the lease-purchase agreement at any time during the lease period by exercising a purchase option or following the termination instructions contained within the rental-purchase agreement. 
  
  
  Mr. ***** alleges “[We] overcharge over 100% of interest of the amount borrowed.” 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 his Agreement. 
  
  Ms. *****'s desired resolution is a refund. Please note, Mr. ***** elected to utilize Acima Leasing Leasing’s services. As such, he agreed to pay the cost of our services, in addition to the cost of the Property that he would have paid had he purchased the merchandise from the Retailer directly. As such, we confirm Mr. ***** is not entitled to a refund.  Mr ***** may reach out to our customer service department at (**** ******** with further questions. 

  Customer Answer

  Date: 08/06/2025

  
  
  Complaint: 23692258
  
  
  
  I am rejecting this response because:  Overcharge from the original amount. 
  
  
  
  Sincerely,
  
  
  
  ***** *****