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:06/08/2024

  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.

  The interest rates was extremely high hired then a credit card

  

  Business Response

  Date: 06/13/2024

  Acima Leasing (hereinafter us, we, our, Acima) received the complaint by ******************************* through the Better Business Bureau on June 8, 2024. We investigated this complaint and prepared the following response.
  
  Pursuant to our records, on February 3, 2024, ******************** entered an independent third-party retailer Truck Zon (the Retailer) located in *******, *****. While with the Retailer, he applied and was approved for our leasing services. On that same date, he selected leasable merchandise (the Property). Acima purchased the Property, and ******************** electronically entered into a rental-purchase agreement (the Agreement) wherein he agreed to rent the Property from Acima. Pursuant to the Agreement, to obtain ownership of the Property ******************** was required to make 52 weekly lease renewal payments of $64.01 before tax, plus an initial rent payment of $25.00 before tax for a total of $3,353.12 (the Total of Payments) before tax. Alternatively, he could execute any other early purchase or termination option outlined within the Agreement.
  
  As a courtesy to the customer, ********************** offers two Early Purchase Options (EPOs); each of which reduces the cost of ownership to the customer and terminates the Agreement prior to the completion of all scheduled rent renewal payments. The first EPO is a 90-Day EPO wherein a customer can obtain ownership of the property within 90 days of receiving the property by paying the disclosed purchase price. ******************** had a 90-Day EPO purchase price of $1,627.05 before tax which expired on May 3, 2024. The second EPO stipulates a customer may obtain ownership at any point after the first 90 days by paying a lump sum payment equivalent to 65% of any remaining renewal payments plus any past-due rent. We confirm Acima did our due diligence to ensure ******************** had all information regarding the Agreement terms and conditions prior to signing. Further, ******************** did not exercise his 90-Day EPO on or before the deadline indicated, and as such this option expired and his lease continued for the agreed-upon terms.
  
  As of June 8, 2024, we confirm ******************** has initiated the purchased of the Property. As of todays writing, the leases status is Purchased Initiated. There is currently a payment for Mr. ********* lease processing for $69.29. Once, that is successful, there will be no further payment obligations to Acima. Additionally, we confirm that Mr. ********* lease is not reported to any major national credit bureau's.
  
  We hope this response assists Mr. ********* understanding of the reporting. As we have thoroughly responded to ********************, we consider this complaint closed. If he has any general questions regarding his account, he may contact our customer service department by phone at **************.

• Initial Complaint

  Date:06/05/2024

  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 bought a mattress that had me use Acima for the purchase. I was told payments would be taken out every other week on a Wednesday when I got paid. Payments are now trying to be removed from my account on Tuesday and then extra fees are being added by Wednesday. A $70 bill is now $100. I am frustrated and have even spoken to someone on the phone who confirmed when the bill and amount would be paid. This company is a scam!!!!

  

  Business Response

  Date: 06/12/2024

  Acima Leasing (hereinafter we, us, our, and Acima) received the complaint filed by ***************************** through the Better Business Bureau on June 5, 2024.  We reviewed Ms. ***** lease and confirmed the following.  
  
  We have charged Ms. ***** rent renewal payments as agreed upon. ************ indicated at the time of application that she received income bi-weekly on Wednesdays. As such, we initially set her rent renewal payments up to automatically process every-other Wednesday, starting on February 14, 2024, and that rent payment schedule is still in place. We confirm we have not attempted to draft her payments early. Pursuant to paragraph 12 of the rental-purchase agreement (the Agreement), You authorize us to initiate an electronic fund transfer (EFT) over the *** network (or another network of our choosing) from any bank account (or if no bank account is specified, then any account or card) listed on your application, or subsequently authorize us to debit or charge, for any renewal payment provided in this Agreement by its renewal date. If this EFT is returned unpaid, you authorize us to charge any card or bank account provided to us for such payment...You agree that we may resubmit any returned EFT or card charge as permitted. Several of the automatic rent renewal payments previously attempted have failed, with the message provided by the bank as to the reason of failure for the most recent failed payment as Insufficient Funds. We have resubmitted such rent payments consistent with the Agreement.  
  
  We reviewed the late and NSF fees accrued by ************, and confirm the fees are not, in fact, accrued as of the due date of the rent payment, but in accordance with the Agreement. Namely, late fees accrue in the amount of $3.00 for every failed payment not paid within 3 days of its due date, and NSF fees accrue once on each failed rent renewal payment, once we receive the notification from the bank that the payment will not clear successfully. We direct ************ to paragraph 4 of her Agreement titled Other Charges for additional information on potential fees associated with the Agreement.  
  
  We have attempted several times to contact ************ and offer assistance, but we were unable to establish contact.  If ************ has additional questions or needs to make payment changes, she may contact our recovery department at **************. We encourage ************ to contact us at her earliest convenience. ************ may elect to change her rent renewal payment due date to a later day, to ensure she has funds available for the due rent payment. Additionally, she may elect to revoke her automatic rent payment authorization, and make her rent renewal payments manually on or before the due date.  
  
  If ************ has any additional questions or would like to exercise the options outlined above, we encourage her to contact our recovery department by phone at the number indicated above, or via our chat feature located on www.acima.com.  
  

  Customer Answer

  Date: 06/12/2024

   
  Complaint: 21805814
  
  I am rejecting this response because: I have already talked to the company. And was told that they would not be taking money out on Tuesday. Also money is taken out of my card I have records but refuse to put bank info on this site. I receive calls daily along with emails and texts to the point that it affects my job and have told their customer service to stop harassing me.
  
  Sincerely,

  *************************

  

  Business Response

  Date: 06/14/2024

  Acima Leasing (hereinafter we, us, our, and Acima) received the rejection filed by ***************************** through the Better Business Bureau on June 13, 2024. We investigated her complaint and provided the following response.    
  
  Pursuant to Ms. ***** request, we have placed a do-not-contact order on her lease. ************ will receive no further communications from Acima, unless she specifically requests it.  
  
  Upon receipt of this complaint, we reviewed all payments on the account. While we confirm the failed payments are retried consistent with the Agreement, If this EFT is returned unpaid, you authorize us to charge any card or bank account provided to us for such payment...You agree that we may resubmit any returned EFT or card charge as permitted the payment that are resubmitted can be submitted at any time and does not need to conform to the rental renewal payment schedule. We have resubmitted such rent payments consistent with the Agreement. We confirm we have not attempted to draft her payments early. However, as a courtesy to ************ we have credited her account $50.00 of insufficient funds fee, and $6 in accrued late fees.  
  
  If ************ has further questions or would like assistance with her rental-renewal schedule, she may contact our customer service department at **************. 

• Initial Complaint

  Date:05/31/2024

  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 spoke to a man over the phone on a recorded line about a settlement for a collection of mine and before I agreed to make any payment he assured me that it would be deleted from my credit report and I would get a letter from ACIMA stating that it needs to be deleted since I paid. I never received that letter and have called multiple times and I keep getting told that the man accidentally told me the wrong information, that they will not send me a pay for delete letter and it will stay as settled on my credit report. I have told them multiple times that it is not my fault he told me the wrong thing and I should get the letter since thats what I was promised but they keep saying they will not do that. They said they have the call recorded saved and that he did tell me that but that that wont change anything.

  

  Business Response

  Date: 06/03/2024

  Acima Leasing (hereinafter we, us, our, and Acima) received the complaint filed by Ms. ************************************ through the Better Business Bureau on May 31, 2022. We investigated this complaint and provided the following response. 
  
  Pursuant to our records, on August 21, 2021, ******************** entered an independent third-party retailer ************** & Auto Repair (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. While settlements are not an option defined in the Agreement, we may offer settlements to assist customer in obtaining ownership of the property, for less than the total of required renewal payments. On February 26, 2024, ******************** elected to utilize a settlement offer and obtained ownership of the Property. 
   
  ********************** primary complaint relates to a call that took place on February 26, 2024, wherein she claims that she was advised that [our reporting] would be deleted from [her] credit report and [she] would get a letter from ACIMA stating that it needs to be deleted." This is incorrect. We have reviewed our records, and the recording of the call and confirmed that ******************** was not advised that our credit reporting would be deleted, rather it would be updated. Additionally, the letter ******************** referred to is a certified letter that displays the current lease status for use relating to loans or mortgages. We confirm that while the letter wasnt requested with the initial settlement call on February 26, 2024, however we confirm that it has since been sent to ******************** on March 23, 2024, and April 4, 2024. 
  
  ********************** desired resolution is for the removal of reporting. We will not ***** this request. We are unable to update reporting to reflect anything other than accurate lease history, as such we confirm we acted according to the Fair Credit Reporting Act (FCRA) in denying her 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.   
  
  As we confirm that we did not provide ******************** false information and confirm that our reporting is authorized under the signed Agreement, we consider this complaint closed. If ******************** has any additional questions regarding this response, she may contact our customer service department **************.  

  Customer Answer

  Date: 06/04/2024

   
  Complaint: 21787603
  
  I am rejecting this response because:

  what they said is incorrect. If they can provide you with the call then you will be able to see that the original person I spoke to did in fact inform me that it would be deleted from my credit report and I would receive a letter stating it would be deleted
  
  Sincerely,
  
  ***************************************

  

  Business Response

  Date: 06/05/2024

  Acima Leasing (hereinafter we, us, our, and Acima) received the rejection filed by ******************************************* through the Better Business Bureau on June 4, 2024. 
  
  Please note, Acima does not participate in pay for delete arrangements, nor have we historically. As stated in our previous response, we reviewed the call in its entirety and confirmed that ******************** was not advised of such. We confirm ******************** requested something I guess in writing, and we confirmed that we would be able to provide an emailed receipt for the payment. Again, we confirm that we are unable to update reporting to reflect anything other than accurate lease history, as such we confirm we acted according to the Fair Credit Reporting Act (FCRA) in denying her request.  
  
  If ******************** has any additional questions regarding this response, she may contact our customer service department **************.    

  Customer Answer

  Date: 06/05/2024

   
  Complaint: 21787603
  
  I am rejecting this response because:

  the agent I spoke to clearly said it would be deleted, it is in the call. It is not my fault he was not properly trained and I should get what I was promised. The calls after that is when everyone started telling me that yall do not delete anything but he never told me that no where in the call do you hear him explain that to me. He told me it would be deleted and I would get something in writing which is the whole reason I went ahead and paid right away. 
  
  Sincerely,
  
  ***************************************

  

  Business Response

  Date: 06/07/2024

  Acima Leasing (hereinafter we, us, our, and Acima) received the rejection filed by ******************************************* through the Better Business Bureau on June 6, 2024.  We confirm that we have conducted the requested investigation into the call that took place on February 26, 2024, and confirm ******************** was not provided with the alleged information. As we have provided a thorough response and confirm no new information or allegations have been given, we consider this complaint closed. For questions, ******************** may call our customer service department at **************. 

• Initial Complaint

  Date:05/31/2024

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Ok I have finance $341 and according to them I sign a lease for one year at 18% which makes me, have to paid them $1060 , before I can get out of that lease. So call them and they told in order for me to get out I have paid them $340 or do a payment plan .so I was wondering what to do about it

  

  Business Response

  Date: 06/05/2024

  Acima Leasing (hereinafter us, we, our, Acima) received the complaint by *********************** through the Better Business Bureau on May 31, 2024. We investigated his complaint and prepared the following response.
  
  Mr. ******** claims [He has] finance[d] $341 and according to [Acima, he] sign[ed] a lease for one year at 18% which makes [him], have to paid [Acima] $1060, before [he] can get out of that lease. Acima transactions are not financing, loans, or same as cash arrangements. Acima is a virtual rent-to-own organization offering an alternative option of financing. Pursuant to our records, on April 26, 2023, Mr. ******** entered an independent third-party retailer ******** Optical (the Retailer) located in ********, ********. While with the Retailer, he applied and was approved for our leasing services. On that same date, he selected leasable merchandise (the Property). Acima purchased the Property, and Mr. ******** electronically entered into a rental-purchase agreement (the Agreement) wherein he agreed to rent the Property from Acima. Pursuant to the Agreement, to obtain ownership of the Property Mr. ******** was required to make 26 biweekly lease renewal payments of $39.10 before tax, plus an initial rent payment of $50.00 before tax for a total of $1,066.50 (the Total of Payments) before tax. Alternatively, he could execute any other early purchase or termination option outlined within the Agreement. A copy of the Agreement is available on our customer portal at ******************************************.
  
  As a courtesy to the customer, ********************** offers two Early Purchase Options (EPOs); each of which reduces the cost of ownership to the customer and terminates the Agreement earlier than the total scheduled rental renewal periods contained within. The first EPO is a 90-Day EPO wherein a customer can obtain ownership of the property within 90 days of receiving the property by paying the disclosed purchase price. Mr. ******** had a 90-Day EPO purchase price of $499.00 before tax, which expired on July 26, 2023. The second EPO stipulates a customer *** obtain ownership at any point after the first 90 days by paying a lump sum payment equivalent to 65% of any remaining renewal payments plus any past-due rent. As of todays writing, Mr. ********s lease is 117 days delinquent, with a past-due balance of $341.41 before tax, that includes rent past-due, and accrued fees. 
  
  Mr. ******** alleges [He] feel that[sic], that's wrong to be charging that much interest rate for $341. Please note, Acima leases do not accrue interest. The rental payment amounts, and total of payments are set at the initiation of the Agreement and do not change. We deny the allegation, and note that as stated in paragraph 6 of his signed Agreement You do not obtain ownership rights until you have complied with the ownership terms of the Agreement. ...If you do not want to lease the Property but would rather purchase the Property now, you should consider cash or credit terms that *** be available to you.
  
  We confirm that Mr. ******** has not purchased the property and does, in fact, owe the past-due amount on the lease, and we confirm it is authorized under the Agreement he choose to enter into. We hope this explanation clarifies the purchase terms of Mr. ******** Agreement and his obligations thereunder. If Mr. ******** has any questions or wishes to explore purchase, settlement, or termination options that are available to him, we encourage him to contact our recovery department at **************. 
  

• Initial Complaint

  Date:05/28/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I'm not aware of this account. I have asked plenty of times for a copy of the file so I can take a proper look at the account to see when it was opened and no one has gotten back with me or sent me anything. I have told them more then once that this account was opened fraudulently. I made police reports and it still on my account. This needs to be removed immediately.

  

  Business Response

  Date: 06/03/2024

  Acima Leasing (hereinafter “we,” “us,” “our,” and “Acima”) received the complaint filed by Ms. ******* ********** through the Better Business Bureau on May 27, 2024. We investigated this complaint and provided the following response.   
  
  Pursuant to our records, on December 4, 2021, Ms. ********** entered an independent third-party retailer – Furniture Express (the “Retailer”) – located in Shreveport, Louisiana. While with the Retailer, she applied and was approved for our leasing services. On that same date, Ms. ********** selected bunkbeds (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. ********** was required to make 24 bi-weekly renewal payments of $85.25 before tax, plus an initial rent payment of $50.00 before tax, for a total of $2,095.83 (the “Total of Payments”) before tax. Alternatively, she could execute any other early purchase or termination option outlined within the Agreement.   
  
  Ms. ********** alleges, “I have asked plenty of times for a copy of the file... no one has gotten back with me or sent me anything.” We reviewed our records and confirmed Ms. ********** has not previously requested a copy of the Agreement. We confirm Ms. ********** was provided a full copy of the Agreement at the time she entered into the lease. Ms. ********** may also view a copy of their Agreement at any time by logging into the Acima customer portal located at ***************************. This option has been perpetually available to Ms. **********. 
  
  Ms. ********** claims she is “not aware of this account” and that “this account was opened fraudulently.” If Ms. ********** believes her identity was used to create this lease fraudulently, we request she provide us with the aforementioned police report and provide us with a complete copy of the same at [email protected]. Upon receipt of the requested documentation, we will further investigate her allegation. If it is determined that this lease is 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 nor remove reporting.   
  
  As we are awaiting additional documentation, we consider this complaint closed. If Ms. ********** has any additional questions regarding this response, she may contact our recovery department at ###-###-####. If she obtains the requested supporting documentation, she may provide this information to our fraud department at ***************.   

• Initial Complaint

  Date:05/25/2024

  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.

  DEAR ACIMA; Cease all methods of communications and collections on this account. I demand that this be deleted from my credit report effective today as I do not recognized this account, no knowledge and no prior contractual obligations with this company. You violated my rights rights under 15 USC codes sections 1692 d, e f g of FCRA/*****. Remove from my credit report. You violated 1692d of the ***** by engaging in conduct that the natural consequences of which was to harass, oppress, and abuse client in connection with the collection of an alleged debt and the collection letter you sent me which contains veiled and empty threats of legal action;You violated 1692e of the ***** by its use of any false, deceptive, or misleading representation or means in connection with the collection of any debt when you engaged in, at least, the following discrete violations of 1692e;You violated 1692e(2)(A) of the ***** with its false representation of the character, amount, or legal status of any debt and the collection letter you sent me which contains veiled threats of legal action against me, the client;You violated 1692e(5) of the ***** by its threat to take any action that cannot legally be taken or that is not intended to be taken when you sent me the collection letter contains veiled threats of legal action against me, the client;You violated 1692g(b) of the ***** by engaging in collection activities that overshadowed or was inconsistent with the disclosure of the consumers right to dispute the debt with the language it used in the Collection Letter; andYou violated 1692f of the ***** by its use of unfair or unconscionable means to collect or attempt to collect any debt when you engaged in all of the misconduct alleged herein. I demand an immediate deletion of this account from all ********************** reporting agency.

  

  Business Response

  Date: 05/28/2024

  Acima Leasing (hereinafter we, us, our, and Acima) received the complaint filed by ***************************** through the Better Business Bureau on May 25, 2024. We investigated her complaint and provided the following response. 
  
  Pursuant to our records, on February 12, 2022, **************** entered an independent third-party retailer Apolos Furniture (the Retailer) located in ********, *************. On that same date, **************** selected leasable merchandise (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. Alternatively, she could execute any other early purchase or termination option outlined within the Agreement.  
  
  Pursuant to Ms. ******* request, we have placed a do-not-contact order on her lease. **************** will receive no further communications from Acima.    
  
  **************** alleges that [Acima has] engag[ed] in conduct that the natural consequences of which was to harass, oppress, and abuse. We have thoroughly reviewed our communication with **************** and dispute this claim in its entirety. We note that **************** does not provide any proof to substantiate her allegation. Additionally, while we may send emails, Acima does not mail collection letters, nor do we make threats of legal action. 
  
  **************** alleges, [She does] not recognized this account, no knowledge. We reviewed our records and confirmed that this is the first communication of such allegations. **************** has not previously contacted us. If **************** believes her identity was used to create this lease fraudulently, we request she file a police report and provide 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 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 nor remove reporting. We have paused reporting for 30 days while we await documentation. 
  
  Ms. ******* desired resolution is for the removal of reporting. We will not ***** 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.   
  
  As we are awaiting additional documentation, we consider this complaint closed. If **************** has any additional questions regarding this response, she may contact our recovery department at **************. If she obtains the requested supporting documentation, she may provide this information to our fraud department at ******************************* 
  
  

• Initial Complaint

  Date:05/24/2024

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Im currently experiencing financial hardship. I have done business with this company several times. I called and was offered a settlement of $700. Today I called and was advised the settlement offer expired. I was never told that the settlement offer would expired I was just advised to call back when ready to proceed with the settlement offer. I called today and was told that the settlement offer is 1600 and change. I lost the merchandise and still continued to pay, but experienced a hardship and just trying to settle the debt. I have basically paid the *** of the merchandise except for roughly $500. Its just the high interest remaining

  

  Business Response

  Date: 05/29/2024

  Acima Leasing (hereinafter us, we, our, Acima) received the complaint filed by Ms. ******* through the Better Business Bureau on May 24, 2024. We investigated her complaint and as a courtesy to her, we will honor the original settlement offer of $781.80 before tax. Ms. ******* may contact our recovery department at ************** to discuss the conditions of this offer and set up the settlement, if she desires. 

• Initial Complaint

  Date:05/23/2024

  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.

  Furniture was purchased through wayfair in January 2024, using acima. The total cost was $3800. I paid $3200 by end of February and owed $610 left. I went to pay it off on 5/22/24 and it’s saying I owe $2580. I paid the $610 off so then I shouldn’t owe anything else. I called acima and they stated I didn’t pay during the probation period. I never heard anything about a probation period or got a warning it was ending or I would have payed off the $610 earlier. It says I owe 15 more payments totaling $4011. It stated back in April my next payment of $193 is due June 20. Hence why I wanted to pay the difference off now. Now I paid the $610 and it says next payment is due July and owe $230. I refuse to pay anymore money! How they come up with $2580 if ridiculous when I only had $610 to pay! I paid them and that’s just that!

  

  Business Response

  Date: 05/31/2024

  Acima Leasing (hereinafter “we,” “us,” “our,” “Acima”) received the complaint filed by Ms. ***** ****** through the Better Business Bureau (“BBB”) on May 23, 2024. We reviewed her complaint and prepared the following response.  
  
  On January 10, 2024, Ms. ****** electronically applied for Acima’s services through an independent third-party retailer – Wayfair (the “Retailer”). Ms. ****** electronically entered into a rental-purchase agreement (the “Agreement”) wherein she agreed to rent leasable property (the “Property”) from Acima. Pursuant to the Agreement, to obtain ownership of the Property Ms. ****** was required to make 26 bi-weekly lease renewal payments of $289.15 before tax, plus an initial rent payment of $45.00 before tax for a total of $7,517.73 (the “Total Cost”) before tax. Ms. ****** signed the Agreement for these amounts. Wayfair later provided information indicating an adjustment was necessary, and Ms. ******’s Total Cost was decreased to $7,344.35 before tax, and her regular rent renewal payments were decreased to $280.75 before tax. Alternatively, she could execute any other early purchase or termination option outlined within the Agreement. Pertinent to this response, Ms. ****** had a 90 day early-purchase option (“EPO”) available to her through April 11, 2024, in the amount of $3,550.88.  
  
  Ms. ****** alleges she paid $3,200.00 by the end of February. Pursuant to our records, as of the last day of February 2024, Ms. ****** had paid $2,840.00 before tax. We encourage Ms. ****** to review the terms and conditions of the Agreement and her payments made by logging into the Acima customer portal, located at cutomer.acima.com.  
  
  We note that a breakdown of the purchase options and amounts were provided to Ms. ****** at the time of lease signing, as was a full copy of the Agreement. We additionally note that Ms. ****** was provided a welcome email on January 13, 2024, to the email address on file, which we note was opened by the recipient and had the provided link clicked. The welcome email encouraged her to review her lease in the Acima customer portal and the 90 day EPO expiration date. The email additionally contained pertinent information regarding her lease. It was Ms. ******’s responsibility to review the terms and conditions of the Agreement presented to her. Moreover, as Ms. ****** made several payments from the Acima customer portal, where the purchase options and due dates are highly visible, we can infer the information was available to Ms. ******.  
  
  Ms. ******’s desired resolution is to purchase her lease for the 90 day EPO amount. Acima is not obligated to grant an extension of the purchase options available to customers under the Agreement. However, as we note that Ms. ****** was making advanced payments greater than her rent renewal payments due, we provide the following resolution. We will extend the 90 day EPO through June 15, 2024, to Ms. ******. She must contact our customer service department by phone at ###-###-#### to utilize this option. As of today’s writing, Ms. ****** has a remaining amount of $417.63 before tax to meet her 90 day EPO. Once Ms. ****** has made this payment, we will close her lease as purchased. Should Ms. ****** elect not to utilize this extension, the regular terms and conditions of the Agreement will apply. 
  
  Additionally, Ms. ****** listed her desired resolution as “no further contact by the business.” Upon receipt of her complaint, we placed a do-not-contact order on her lease. Ms. ****** will not receive any additional communication from Acima.  
   
  As we have granted Ms. ******’s desired resolution, we consider this complaint closed. She may contact our customer service department at the number indicated above with any questions or to utilize this extension.  

• Initial Complaint

  Date:05/22/2024

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I made a purchase at a local Boost mobile store on December 18, 2023, for my daughter for Christmas. The amount of the purchase during the transaction was $850. A deposit was made during the transaction and I was informed that there would be monthly payments made from my checking account every two weeks to cover the cost of the purchase with March 18, 2024, being the final payment for the purchase. On January 5, 2024, the date of the first payment was due, I noticed that my initial purchase amount had changed from $850 to a total of $1450. When I spoke to an Acima representative, I was informed that the total amount of my purchase will be completed by the March due date. Before March, there were more fees added to my balance even though the payments were made automatically. I called Acima again and they told me that I was supposed to double up on my payments to cover the balance. Now, they have added more fees to my balance and the total amount is not due until December 2024. Acima representatives are harassing me through calls, text messages, emails, and have even sent someone to my home to collect the debt. This is so unfair and I feel that this is very fraudulent due to the nature of the purchase. The purchase was an iPhone 14 that does not cost the amount that I am being charged and I am not pleased with the way they are handling this issue.

  

  Business Response

  Date: 05/31/2024

  Acima Leasing (hereinafter “we,” “us,” “our,” “Acima”) received the complaint filed by Ms. ******** ****** on May 22, 2024. We are currently still in the process of investigating this complaint, and consider it open. We will reach out to Ms. ****** directly by email once we have completed our investigation.

• Initial Complaint

  Date:05/20/2024

  Type:Sales and Advertising 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 signed up with Acima, advised by the merchant that I would be able pay off my lease within the first 6 months to avoid paying double the amount leased. I had to get repairs completed on my car that day and had no other options. There was no documentation provided to me advising that I only had 90 days to pay off the lease early. So far I have paid a little over $400 on a $397 repair and I am estimated to pay an additional $540 over the course of the next year or $300 to pay it off early. *** made on time payments and paid more than my payments as I was advised I could pay it off within 6 months, including accrued interest. This company is robbing customers with their terms that are not detailed when signing up. Theres no correspondence sent out or anything to advise you have 90 days to pay the lease off early before being roped in to a ***** month lease. I would like to resolve this by closing my account entirely and ending this lease, with no further payment or penalties imposed. The company representative and the merchant, ********, did not adequately explain the leases terms.

  

  Business Response

  Date: 05/28/2024

  Acima Leasing (hereinafter us, we, our, Acima) received the complaint by ***************************** through the Better Business Bureau on May 20, 2024. We investigated her complaint and prepared the following response.
  
  Pursuant to our records, on January 24, 2024, **************** entered an independent third-party retailer ******** (the Retailer) located in *********, ********. While with the Retailer, she applied and was approved for our leasing services. On that same date, she selected leasable property (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. Pursuant to the Agreement, to obtain ownership of the Property, **************** was required to make 24 twice-monthly lease renewal payments of $35.39 before tax, plus an initial rent payment of $50.00 before tax, for a total of $899.32 (the Total of Payments) before tax. Alternatively, she could execute any other early purchase or termination option outlined within the Agreement under Paragraph 3 titled Purchase Terms."
  
  **************** alleges she was advised Acima had a 6-month purchase option. This is not correct. As a courtesy to the customer, ********************** offers two early purchase options (EPOs). Each of which reduces the cost of ownership to the customer and terminates the Agreement earlier than the total scheduled rental renewal periods contained within. The first EPO is a 90-day EPO wherein a customer can obtain ownership of the property within 90 days of receiving the property, by paying the disclosed 90-day EPO purchase price. **************** had a 90-day EPO purchase price of $422.93 before tax which expired on April 23, 2024. Additionally, we confirm **************** did not meet that total as of the deadline, so her lease is continuing for the agreed-upon terms. The second EPO stipulates a customer may obtain ownership at any point after the first 90 days by paying a lump sum payment equivalent to 65% of any remaining renewal payments plus any past-due rent.
  
  **************** claims, [She's] made on time payments and paid more than [her] payments as [she] was advised [she] could pay it off within 6 months, including accrued interest. Please note, Acima leases do not accrue interest. The rental payment amounts, and total of payments are set at the initiation of the Agreement and do not change.
  
  **************** claims, Theres no correspondence sent out or anything to advise [she had] 90 days to pay the lease off early ... Acima denies this allegation. **************** was informed via email of when her 90-day EPO expiration date, which we show that she did open the email sent, as well as viewed the amount needed to purchase the Property. Additionally, **************** was also provided a link to Acimas customer portal, located at *****************************************, where she could log in to view a copy of the Agreement at any time, her purchase options, view the status of her lease, and make payments.
  
  ******************** desired resolution was to "resolve this by closing [her] account entirely. As a courtesy to ****************, we will allow her to utilize her 90-day EPO with an extension fee by calling in to make a final payment for the remaining amount. This courtesy will be available until June 6, 2024, after that date this courtesy will expire, and the regular terms and conditions of the lease will apply.
  
  For further questions regarding Ms. ******* lease with Acima, or to utilize the courtesy we provided her, please contact our customer service department by phone at **************.

  Customer Answer

  Date: 05/28/2024

   
  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,
  
  *************************