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:07/08/2024

  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.

  An account with ********************************************* was set up in my name last Friday. An iPad 11 was purchased from Amazon using this company to "lease" it. My name, DOB, and mobile number were used, however, none of my accounts have been compromised so far. It appears that they are using someone else's account information. The item shipped from Amazon two days after I reported the issue to Acima. I called the company, Acima, and reported all of this to them. They didn't seem to care and did nothing to cancel the order. I filed a report with the *** identity theft website as well. Below you can find the details:- Received initial Acima approval on 7/5/24 @ 10:29AM. Notification was sent to my mobile and to my ************************** email address.- Received order confirmation on 7/5/24 @ 10:46AM. Confirmation was sent to email address above. Order being shipped to:- ********************** Unit. ************* ***** - Called Acima customer support line on 7/5/24 @ ****** - They asked me to confirm my phone number and email address the notifications were sent to. They also asked me to confirm my DOB. I confirmed all three and they did verify that they matched what was on the account which had been set up.- They told me it was set up using a US Bank account or ********************** card. I told them I don't have any account with US Bank.- After a few minutes, they came back and told me I would need to contact their fraud department using their ****************************** email address.- Sent notice to that address on 7/5/24 @ 4:53PM, along with the original lease approval notification.- Also used Amazon's fraud report website to report this incident to Amazon. It didn't look like any action would be taken from them. Simply some recommendations.- Received shipment notification on 7/7/24 @ 12:47PM from Acima saying the iPad 11 had been shipped.So they received a report that this was likely fraud, had time to respond and cancel the order, and did nothing. I suspect they will come to me for the money at some point.

  

  Business Response

  Date: 07/16/2024

  Acima Leasing (hereinafter us, we, our, Acima) received the complaint by *************************** through the Better Business Bureau on July 8, 2024. We have reached out directly to ****************** and resolved this matter. If he has additional questions, he may contact our customer service department at **************.

• Initial Complaint

  Date:07/08/2024

  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 signed a lease on the 7th of July, 2024. And they have completely changed the number then to what it was supposed to be and they sold me a fake product. They wont let me call them on cuter service and wont let me return the item.

  

  Business Response

  Date: 07/12/2024

  Acima Leasing (hereinafter we, us, and our) received the complaint filed by ******************************* through the Better Business Bureau on July 8, 2024. We deny Mr. ******** allegations and confirm the termination of the lease is in process.  If ******* has additional questions regarding the return option he selected, he may contact our resolutions department at **************.    

• Initial Complaint

  Date:07/03/2024

  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.

  Purchased a couch set with them and paid back the full amount. Now they started charging me again!

  

  Business Response

  Date: 07/05/2024

  With the limited information provided, we were unable to locate a lease account under Ms. *****’s name. As such, we are not able to investigate her claims. We request that Ms. ***** provide us with her identifying information exactly as she presented it during the application process or her lease number. Ms. ***** may provide a response via the Better Business Bureau portal, or she may contact our customer service department directly at ###-###-####.  

• Initial Complaint

  Date:07/03/2024

  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 last month June early in the month to set up full payment of merchandise for late June. Agen offered July 1st but I asked for June 28th full payment. So payment was set up and we hung up. Now July 3rd full payment was not processed and regular payment plus penalty was made so I called because when you make more payments they make more interest plus the penalty should not of happened because I talked to them in June to set up the full amount. So now they have another regular minimum payment set. I called yesterday July 2nd. Waited over 15 minutes to talk to someone then a guy answers I spoke English to him but he said wait and put me on hold again… 5 minutes later a rude lady answers demanding things so I tried to make the full payment again but the lady said to call another day because they are already processing penalty and didn’t care to see my past call or take the payment forcing another regular payment to happen July 6th generating more interest for them. So they refuse to process my full payment for a month now…

  

  Business Response

  Date: 07/03/2024

  Acima Leasing (hereinafter “we,” “us,” “our,” “Acima”) received the complaint filed by Mr. ******* ******* through the Better Business Bureau on July 3, 2024, regarding payment attempts. Mr. ******* has two currently active leases with Acima. For Mr. *******’ lease that is associated with lease number 19528498, we confirm that Mr. *******’ had a regular rent renewal payment set to process automatically on June 3, 2024. This payment failed, with the message provided by the bank as to the reason for failure as “Bad account info/Not currently an existing account.” For Mr. *******’ lease that is associated with lease number ********, we confirm he also had a regular rent renewal payment set for June 3, 2024, which failed with the same message. 
  
  We further note Mr. ******* contacted us on June 8, 2024, and requested to set up a catch-up payment for July 6, 2024, for each lease. These payments are still set to attempt on July 6, 2024. If Mr. ******* would like to make changes to these payments, we request he contact us by July 4, 2024.  
  
  On July 2, 2024, Mr. ******* contacted us by phone, but due to profanity used by Mr. *******, our agent disconnected the call. We note that Mr. ******* had an automatic rent renewal payment set for July 2, 2024, on each lease, which processed automatically from his card on file ending in ****. We also note that due to the failed payments on June 3, 2024, a $25 insufficent funds fee was accrued on each lease. As a one-time courtesy, we have waived these fees.  
  
  We find it unfortunate that Mr. ******* has had difficulty in setting up payments. We confirm we do not prevent customers from making rent renewal payments. Mr. ******* additionally still may purchase his leases for the first early-purchase option through August 14, 2024.  
  
  We wish to assist Mr. ******* further and reach a mutually satisfactory resolution. He may contact us at ###-###-#### with questions or to initiate a purchase payment. Additionally, Mr. ******* may log onto his online account at ************************** to view the status of his leases and make payments at any time.  

• Initial Complaint

  Date:07/02/2024

  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 filing this complaint against the company Acima. I used the company for a purchase with Wayfair. I understand that the company will charge an additional fees However, the fees are excessive, and the customer service is garbage. Each time I have called there was at least an hour wait to speak with someone. Only to be told that someone will get back to me within a week. Wayfair issued a credit to my account and after waiting month. Acima still did not adjust my account. I had call in and demand to speak with a manager to finally get this issue resolved. I'm not interested in using this company ever again.

  

  Business Response

  Date: 07/02/2024

  On June 25, 2024, Ms. * informed us of an alleged credit she was due from Wayfair. On July 2, 2024, Acima received instructions from Wayfair to credit Ms. *s lease and we did so. We confirm Ms. *s statement that the concern has been resolved and that an additional billing adjustment is not required. As such, we consider this matter closed. Should Ms. * have further questions, she may contact our *************************** at **************. 

• Initial Complaint

  Date:07/01/2024

  Type:Service or Repair 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 purchased tires from *************** Tires in August 2023. I used Acima Leasing to purchase these tires for a biweekly payment plan of $52.62. I made an early payoff of $105.11 on 6/13/24. The amount was withdrawn from my account on 6/18/24. I was then charged a biweekly payment of $52.62 on 6/20/24. I have spoken with multiple agents. ********* statements, as they had asked. Spoke with more agents. They claim they have sent me a refund of $26.30, but I overpaid $52.62. I have spoken with more agents. Never getting a resolve as to why I have not received my full refund. I have been on the phone for over 2 hours. They are escalating to another department, but it is going to take another 3-10 business days. I have already waited for 10 days.

  

  Business Response

  Date: 07/03/2024

  Acima Leasing (hereinafter "we," "us," "our, Acima) received the complaint filed by Ms. ************************** through the Better Business Bureau on July 1, 2023. We reviewed her lease, and noted she was already granted a refund of $26.30. Pursuant to her request, we granted an additional refund of $26.32, for a total refund of $56.32. We additionally closed her lease as purchased. ******************** has obtained ownership of the property, and has no further payment obligations to Acima.  
   
  As we have granted ******************** desired resolution, we consider this complaint closed. ******************** may contact our customer service department at ************** with any questions.  

  Customer Answer

  Date: 07/08/2024

   
  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

  Date:06/30/2024

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a sofa from city furniture on June 2, went back one week later and canceled the sale because the item was on back order, I have Contacted Acima numerous times asking that the lease be canceled, they keep giving me the runaround and not doing anything. It is now June 30, they are taking the payments out of my bank account which I never authorized and I never signed the lease agreement.

  

  Business Response

  Date: 07/02/2024

  Acima Leasing (hereinafter us, we, our and Acima) received the complaint filed by ************************* through the Better Business Bureau (BBB) on June 30, 2024. We investigated his complaint and confirmed that as of today's writing, July 2, 2024, his lease has been terminated and a refund has been issued back to the original payment method it drafted from. If ****************** has any further questions, he may contact our customer service department at **************. 

• Initial Complaint

  Date:06/28/2024

  Type:Service or Repair 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.

  When I initiated the lease with this company, I signed up to have the payments drafted on the 15th & the last day of month and they have not honored that and they are charging me additional bank fees because of their unethical business practices. They are drafting the payments on the 29th of the month in spite of me signing up to have payments withdrawn on the last day of the month and if my payment isn't there they are charging me an additional $25. I am currently undergoing chemotherapy and I have an excessive amount of medical bills and I am under a lot of stress. I do not have the physical energy to be upset because a business is taking advantage of it's consumers. The draft is automatic, so when the money is there on the 29th of course it will clear, however that is not my regular pay date and that is not the date that I agreed to so it is not my responsibility to pay any additional fees when they take the money prior to the date I agreed to. I spoke with ****************** who says she is a supervisor, and she agreed that they have previously waived a fee for this reason yet they continue to charge me these fees and there's nothing she can do about it.

  

  Business Response

  Date: 06/28/2024

  Acima Leasing (hereinafter we, us, our, Acima) received the complaint filed by Ms. ******* ***** on June 28, 2024, through the Better Business Bureau (BBB) regarding her payment schedule.  
   
  Upon review, we determined at the time of application, Ms. ***** provided February 29, 2024, and March 15, 2024, as the dates she next received income, and the frequency as twice per month. As such, her rent renewal payments were automatically set up for the 15th and 29th of each month. On May 30, 2024, Ms. ***** contacted us and updated her payment schedule to draft automatically on the 1st and 15th of each month, as such, her payments will draft automatically on these dates going forward.  
  
  Ms. ***** had a rent renewal payment process on May 29, 2024, the day prior to her payment schedule change. She informed us this payment would not clear successfully. As we had previously waived an *** fee for Ms. ****** our agents informed her we would be unable to waive the *** fee going forward.  
   
  **************** desired resolution is a billing adjustment. We reviewed her lease, and confirm Ms. ***** has had excellent lease history, including a prior lease that she previously purchased. While we confirm the rent renewal payment schedule was initially set up in accordance with the dates provided by Ms. ****** in good faith we waived the $25.00 *** fee accrued from the May 29, 2024, failed renewal payment.  
  
  As we have granted **************** desired resolution, we consider this complaint closed. Ms. ***** may contact us at ************** with any additional questions.  

  Customer Answer

  Date: 07/01/2024

   
  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

  Date:06/26/2024

  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 account does not belong to me, I am not liable for this debt with ACIMA DIGITAL FKA SIMPLE, I do not have a contract with ACIMA DIGITAL FKA SIMPLE, I asked them to validate the debt and they could not provide me the original contract!! Please help remove this account from my ********************** report, per 15 USC 1681, 15 USC 1692 unfair practice!

  

  Business Response

  Date: 07/02/2024

  Acima Leasing (hereinafter us, we, our, Acima) received the complaint by Ms. ******************************* through the Better Business Bureau on June 26, 2024. We investigated this complaint and prepared the following response.
  
  ******************** alleges [She does] not have a contract with ACIMA DIGITAL FKA SIMPLE. Pursuant to our records, on November 22, 2020, ******************** entered an independent third-party retailer Dubai Jewelry (the Retailer) located in *********, ********. While with the Retailer, she applied and was approved for our leasing services. On that same date, ******************** selected leasable merchandise (the Property). Acima purchased the Property, and ******************** electronically entered into a rental-purchase agreement (the Agreement) wherein she agreed to rent the Property from Acima. Alternatively, she could execute any other early purchase or termination option outlined within the Agreement.
  
  ******************** claims this account does not belong to [her], [she is] not liable for this debt with ACIMA DIGITAL FKA SIMPLE. She does not provide further explanation as to why she believes she 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 she provide us with any documentation substantiating her allegation, including a full police report, at ******************************* Upon receipt of the requested documentation, we will further investigate her 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.
  
  ******************** claims [She] asked [Acima] to validate the debt and [Acima] could not provide [her] the original contract. We reviewed her communications and we do not have a record of ******************** requesting the original Agreement. Furthermore, the Agreement is accessible by logging into our customer portal at *************************************.
  
  As we are awaiting additional documentation, we consider this complaint closed. If ******************** has any questions or concerns in regard to her Agreement or would like to explore any purchase, termination, or settlement options that *** be available to her, she *** contact our recovery department by phone at **************. 

• Initial Complaint

  Date:06/25/2024

  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 made a purchase with Wayfair and used the leasing option Acima. I was having issues with my payments being processed correctly so i called customer service they asked for the last four of my social which i provided. And they told me that my social doesn’t match what i have on my account. I explained to them I’m not sure why when the payments have been coming out my account. My purchase total was for 267 i have so far paid 237 but it’s showing i owe 487 not sure where this total is coming from. I have reached out to them and they told me the only way they can help me is to send a copy of my whole social security card which i refuse to do so. Not sure what else to do

  

  Business Response

  Date: 06/27/2024

  Acima Leasing (hereinafter “we,” “us,” “our,” and “Acima”) received the complaint filed by Ms. ****** ********** through the Better Business Bureau on June 25, 2024. We investigated this complaint and provided the following response. 
  
  In accordance with privacy laws and internal policy, Acima is unable to release any information to any party unable to fully verify their identity or not previously indicated as an authorized third-party. To be verified, Acima requires the account holder to confirm several pieces of identifying information, including the last 4 digits of the social security number on file. We are unable to release lease details with unconfirmed parties. We note that we have advised steps to remedy the issue, as early as March 30, 2024, however, Ms. ********** has yet to follow them. Acima has the responsibility to safeguard our customer’s information and our refusal to jeopardize their information does not constitute our business practices to be unethical or illegal.  
  
  If Ms. ********** would like to follow the steps, she may email **********************. If she has questions regarding this process, she may contact our customer service department by phone at ###-###-####. 

  Customer Answer

  Date: 06/27/2024

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:
  I will not send my full social security card no one in there right mind would send that over the internet. That’s very unsafe 

  

  Business Response

  Date: 06/28/2024

  Acima Leasing (hereinafter “we,” “us,” “our,” and “Acima”) received the rejection filed by Ms. ****** ********** through the Better Business Bureau on June 28, 2024.  
  
  Identifying information provided follows strict policy and cybersecurity procedures. Until Ms. ********** is able to follow the steps to update identifying information, we are unable to release lease details. Acima has the responsibility of safeguarding our customers’ information. 
  
  As Ms. ********** has been provided with steps to follow to update such information, we consider this complaint closed. If Ms. ********** would like to follow the steps, she may email **********************. If she has questions regarding this process, she may contact our customer service department by phone at ###-###-####.   

  Customer Answer

  Date: 07/01/2024

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because : sending a full copy of my social security card is a breach against my privacy and security. I will be willing to send a copy of the last 4 and i have also already provided my receipts that was withdrawn out of MY bank account. 

  
  

  

  Business Response

  Date: 07/02/2024

  Acima Leasing (hereinafter “us,” “we,” “our” and “Acima”) received the 2nd rejection filed by Ms. ****** ********** through the Better Business Bureau (“BBB”) on July 1, 2024. As there are no unaddressed claims in her most recent rejection, and we confirm that she has yet to follow the steps given, we consider this complaint closed while we await further information. If Ms. ********** would like to provide that information, she may email it to the previously provided email address. 

  Customer Answer

  Date: 07/03/2024

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: i have provided what i needed to provide not sure where is company is located but I Dont think they understand.
  
  Sincerely,
  
  
  
  ****** **********

  

  Business Response

  Date: 07/08/2024

  Acima Leasing (hereinafter “we,” “us,” “our,” and “Acima”) received the rejection of our response filed by Ms. ****** ********** through the Better Business Bureau on July 3, 2024. We have reviewed our records and confirmed that we have yet to receive the required documentation. We ask Ms. ********** resubmit the information to **********************. Additionally, our mailing address is **** *** ****, Draper, UT, 84020, if needed.  As we have provided clear steps for Ms. ********** to follow should she wish to resolve her complaint, we consider this complaint closed. Additional complaints containing no new information will not be responded to. Ms. ********** may contact our customer service department at ###-###-#### with further questions.  

  Customer Answer

  Date: 07/08/2024

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: they have not provided anything , i have told them i will be willing to send the last 4 of my social they keep wanting me to send a full copy of my SOCIAL SECURITY CARD which I WILL NOT! anyone can steal that information that’s against my privacy and security. This company has been nothing but horrible now i know why they have so many horrible reviews. 
  
  
  
  Sincerely,
  
  
  
  ****** **********