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:04/24/2024

  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.

  My account # is ********. The same as cash amount earlier this month was $2,771.70 and because it expired on April 10, 2024. They have increased my balance to $7,309.06. I was offered a discount for approximately 25% to reduce to $4,787.18. This is more than double than what we purchased and I can understand some interest or fees but they are getting away with charging customers an excessive amount.

  

  Business Response

  Date: 04/26/2024

  Acima (hereinafter we, us, our) received the complaint filed by ******************************* through the Better Business Bureau (the BBB) on April 24, 2024. We investigated her complaint and prepared the following response. 
  
  Pursuant to our records, on January 4, 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, **************** 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. Acimas leasing product has no interest rates; all costs and purchase options are disclosed within the Agreement and offered for review before signing, and do not change. 
  
  Acima transactions are not financing arrangements or loans with interest. Acima purchases the merchandise selected by the customer from the retailer and then rents the merchandise to the customer through a terminable rental-purchase agreement, that contains the disclosures as required by applicable law. 
  
  As a courtesy to the customer, ********************** offers two Early Purchase Options (EPO); each of which reduces the cost of ownership to the customer and terminates the Agreement earlier than the 12-month Rental Period contained within. The first EPO and the only EPO discussed in ****************** complaint is a 90-day EPO where a customer can obtain ownership of the Property within the first 90 days of the Agreement by paying the disclosed purchase price. **************** had a FEPO purchase price of $3,216.93 before tax which expired on April 10, 2024. **************** did not meet that total as of the deadline, so her lease is continuing for the agreed-upon terms.  **************** had been informed in emails of when her 90-day EPO expires, which we show that she did open the sent emails, as well as view 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, view the status of her lease, and make payments.  
  
  Alternatively, if **************** does not wish to execute a purchase option outlined in the Agreement, she may terminate the Agreement at any time and without penalty by returning the Property to Acima in accordance with our directions, pursuant to paragraph 9 of the Agreement titled, Termination.   
  
  Acima did our due diligence to ensure **************** was aware the Agreement was, in fact, a leasing agreement with several purchase options.  **************** may also continue her regular rent renewal payments and obtain ownership after the completion of all rent renewal payments. The second EPO stipulates a customer may obtain ownership at any point after the first 90 days by paying a lump sum payment equivalent to 65% of any remaining renewal payments plus any past-due rent. This option is still available to **************** and will be until the end of the lease term. 
  
  ****************** desired resolution is for " both accounts to be paid and settled in full. We will not ***** this request. We confirm the purchase amounts and payments are fully disclosed within the Agreement, prior to signing, and it was ****************** responsibility to review the terms and conditions of the Agreement. **************** elected to utilize our services, and we confirm, that we follow all applicable laws and regulations regarding the structure of our Agreements, including the purchase terms.   
  
  We hope this explanation clarifies the payoff terms of ****************** Agreement and her responsibilities thereunder. If **************** has any questions or wishes to explore purchase, or termination options that are available to her, we encourage her to contact our recovery department at **************. 
  

• Initial Complaint

  Date:04/20/2024

  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 received and email about a new lease that doesnt authorize today . Unfortunately I was not the person applying for it. I believe someone using my information.

  

  Business Response

  Date: 04/22/2024

  Pursuant to our records, on April 15, 2024, we received an application for our services from **************** with ****************** located in *********, ************; however, it was denied. If **************** still believes that this application was fraudulently submitted, we encourage him to report it to law enforcement or the ************************ at identitytheft.gov/#/. **************** may provide us with copies of such documentation at ******************************* Additionally, he may want to review a copy of his credit report and place a fraud alert with the credit bureaus. 
  
  We consider this matter closed. If **************** any further questions or concerns, he may contact our customer service department at **************. 

• Initial Complaint

  Date:04/20/2024

  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 purchased a new washer machine and dryer and sofa. I was told and in the contract stated once All of my furniture is delivered they will bill me. Well my couch and washer machine and dryer was delver but my love seat wasnt. I was told they will call me once they have an estimated delivery date. I never received a call I purchased items a month ago! Still have received a call ! But acima took a payment when they told me ONCE ALL OF YOUR ITEMS ARW DELIVERED WE WILL CHARGE YOU THEY TOLD ME THAT OVER A RECORED LINE !!! So i want my money back and they need to push my 90 day payout !

  

  Business Response

  Date: 04/23/2024

  We contacted Ms. ************;and reached a resolution to the complaint. As such, we consider this complaint closed. Ms. **************** contact our customer service department with any additional questions at **************.   

• Initial Complaint

  Date:04/19/2024

  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 lender/bank/company is reporting an account payment status as a chargeoff/canceled debt/loss/write off. So I contacted them about sending me a 1099C the business is supposed to send to all consumers per IRS Publication 4681, to file on my tax return as income. I have yet to receive it! So I would like to report this business for tax fraud, and inaccurate reporting of my consumer report per title 15 USC 1681 s-2, which outlines the responsibilities of furnishers of information to consumer reporting agencies.

  

  Business Response

  Date: 04/26/2024

  Acima (hereinafter we, **, our) received the complaint filed by ************************* through the Better Business Bureau (BBB) on April 19, 2024, regarding the reported history of his lease. Acima received a substantially similar complaint from **************** on April 19, 2024, through an alternate complaint forum.  We have responded in full to **************** and as such, consider this complaint closed.

  If **************** has any additional questions or wishes to explore purchase or settlement options that *** be available to him, he *** contact our recovery department at ************. If he has any questions about this response, he *** contact our compliance department at ***********************************. 

• Initial Complaint

  Date:04/19/2024

  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.

  As all calls may be monitored and recorded for quality assurance, I would like to request all of my recorded calls be pulled for proper coaching and customer etiquette. On or about 3/12, I contacted ACIMA to make right my lease, no fees were waived, I paid the past due & an upcoming payment. As well as requested for double payments to be automatically debited to pay the lease early. The rep suggested this could be done, if I recall correctly although it never did. Upon another payment being due 03/29, my debit card was "locked", upon speaking with rep she said my *** appeared inactive/unable to process a payment, although I strongly suggested to her my *** was still defintley in use. To date, I have used the *** to process ********* ***** on 04/11 suggested she doesn't understand why the previous rep would have said such. In addition on 4/11 when speaking with a new rep, she informed that would waive a fee of $25 for a returned payment only if I processed the payment with her which I did not do. On 4/19 when you all attempted to ***, I immediately called as it was locked again, and told I could not have any additional fees waived because I had too many. Once transferred to a supervisor ****,not only did he tell me the prev agent applied said "fee waiver" despite my knowledge and her saying she could not, that she did anyway and that an additional "late fee" was also waived. I do not believe a late of $5 was waived, as I paid $49 & your "NSF" fee alone is $25. ****, over multiple times without me agreeing tried to correct this unlawful adjustment to my bill by attempting to coerce me into advising him to remove the fee. **** was also not able to advised why there is a "NSF" fee applied for a payment that has only been ATTEMPTED & denied, especially if the customer is willing to make a same day payment, of minimum required amount. **** also could not explain why I was not removed from auto pay which would completely avoid giving or waiving fees like rep1 said he did

  

  Business Response

  Date: 04/23/2024

  Acima Leasing (hereinafter we, us, our, and Acima) received the complaint filed by ***************************** through the Better Business Bureau (the BBB) on April 19, 2024. We investigated her complaint and prepared the following response. 
  
  Pursuant to our records, on March 4, 2023, ****************** entered an independent third-party retailer La Familia **** & 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. Pursuant to the Agreement, to obtain ownership of the Property ****************** is required to make 52 weekly rental-renewal payments of $32.50 before tax, plus an initial rent payment of $50.00 before tax, for a total of $1,740.00 (the Total of Payments) before tax. Alternatively, she can execute any other early purchase or termination option outlined within the Agreement.   
  
  As a courtesy to the customer, ********************** offers two Early Purchase Options (EPO); each of which reduces the cost of ownership to the customer and terminates the Agreement earlier than the 12-month rental period contained within. The first EPO, or the 90-day EPO, and the only EPO discussed in ****************** complaint, is a 90-day EPO where a customer can obtain ownership of the Property within the first 90 days of the Agreement by paying the disclosed purchase price. We confirm that Acima does not offer a payment plan to assist in purchasing the lease for the 90-day EPO, as the 90-day EPO is an option that a customer must directly initiate. 

   

  We have reviewed all communication with ****************** and confirm that she was given the correct information. We further confirm on the call that took place on March 7, 2024; she was told by the representative that they were able to schedule the past due amount to coincide with the next due renewal payment, to help ****************** get her lease current. While we find it unfortunate that ****************** is dissatisfied with the service provided to her, we confirm that our agents followed the correct procedures, and she was told the correct information. We additionally confirm that in no call did ****************** request automatic payments to cease. If ****************** would like to cease automatic withdrawals; she *** contact our recovery department at ************** and request that change.

   

  We confirm that ****************** has accrued a total of $85.00 in fees, of that amount, $75.00 is returned payment fees (NSF fees) and $10.00 in late fees. ****************** has paid $45.00 of her accrued fees, and an agent has waived $15.00 as a one-time courtesy on April 12, 2024. As a final courtesy to ******************, we have waived the remaining fee of $25.00. Acima fully discloses the terms of the rental-purchase agreement, including how late fees *** 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. If ****************** would like to adjust the payment method, or rental-payment frequency for her rental-renewal payments, she *** call us and request that change. 

  
  As we have reviewed all communication, and granted her a courtesy fee waiver, we consider this complaint closed. If ****************** has any questions or concerns concerning 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:04/19/2024

  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.

  On, March 16th, 2022 we will promised that we could pay off our lease with the payoff amount of $123.95. That was the payoff amount at time. The representative took the payment and 2 days later Acima submitted a required payment of $248.08. We talked with them and tried to get them to honor the agreement that was made on March 16th, 2022. We have tried to resolve this issue and they will even negotiate with us and will honor the payoff amount that we had agreed to and paid. Now, they are asking for $350 more. They are adding additional fees and we still do not own the merchandise after paying them all this money. They are dishonest and misrepresent themselves. We need your help with this matter. I offer them $200 and will not accept that either.

  

  Business Response

  Date: 04/26/2024

  Acima Leasing (hereinafter we, us, and our) received the complaint filed by Mr. ******************* through the Better Business Bureau on April 19, 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:04/18/2024

  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 was approved for a lease still have available credit and wanted to use it but they couldn't verify me they requested a pay stub my company doesn't provide a pay stub only direct deposit,, I submitted my last 2 bank statements proving my direct deposit pay and they wouldn't accept it..even thought that was used on the original lease...every time all i do is get transferred...

  

  Business Response

  Date: 04/22/2024

  Acima Leasing (hereinafter “us,” “we,” “our,” “Acima”) received the complaint by Ms. ******* ***** through the Better Business Bureau on April 18, 2024, regarding her lease application. We investigated this complaint and prepared the following response.

  In regard to Ms. *****’s most recent application with Best Buy (the “Retailer”), our system conditioned additional documentation required to issue a final approval. Acima confirms that Ms. ***** has spoken with a department supervisor on multiple occasions, and as such she has been advised of the documentation required to proceed. Please note, every application with Acima is subject to review and Acima is not obligated to issue approvals to every applicant for our services.

  If Ms. ***** would like assistance utilizing our services or obtains the requested documentation, we invite her to contact our processing department at ###-###-####. 

  Customer Answer

  Date: 04/22/2024

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

  Customer Answer

  Date: 04/23/2024

  They were requiring paystub‘s. My company does not offer paystub‘s. We have direct deposit. I’ve submitted a copy of my bank statement, showing my deposit, and that would not be acceptable, but they approve me the first time without paystub, The second time they would not accept them copies of my bank statement, the first time. 

  

  Business Response

  Date: 04/26/2024

  Upon the initial complaint submitted by Ms. *****, Acima has reviewed the application notes and confirmed that she is aware of the requirements to finalize the approval. Unfortunately, if Ms. ***** does not provide the documents, the conditional approval will not be finalized.

  Please note, every Acima application is subject to review and approvals are not guaranteed. Ms. ***** may re-apply for our services after 30 days if she wishes to do so.

  As we have addressed all of Ms. *****’s concerns, we consider this complaint closed. If she has any general questions in regard to her lease or obtains the required documents, she may contact our processing department at ###-###-#### or email [email protected]. 

  Customer Answer

  Date: 04/26/2024

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:
  Again, I got approved the first time without paystub‘s. I cannot help that my company does not provide paystub‘s. Only the direct deposits I have reached out to my HR department and was told there is no paystub‘s available to release to me. All they can do is provide all the direct deposits, which with the company is unacceptable but again, I was approved the very first time without pay stubs
  
  Sincerely,
  
  
  
  ******* *****

• Initial Complaint

  Date:04/17/2024

  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.

  Entered by BBB staff LO Consumer filled out an application online. The stove was used and it was priced at $425.00. Somehow the price went up to $464.00. Her understanding was that she could pay off the purchase in 90 days. She owed $105 but was told she owed $159 because of an upcharge on the stove. They told her to pay it off it will cost an extra 20 for paying it off in&#***;under 90 days. The consumer states the customer service representatives were very rude and kept transferring her call. She asked for a supervisor but they would not let her speak to one. They told her they would have someone call her but it has been a month and she has not heard back.

  

  Business Response

  Date: 04/22/2024

  Acima Leasing (hereinafter we, us, and our) received the complaint filed by *****************************, through the Better Business Bureau on April 17, 2024. We have reached out directly to ************** and resolved this issue. If ************** has additional questions, she may contact our customer service department at **************.    

  Customer Answer

  Date: 04/25/2024

   
  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.

  I would like to thank the BBB for getting involved and help to get this matter resolved but in the future I will read anything that I have to sign and not get allow no company to take advantage with hidden prices. I am satisfied with your help the account is paid in full and to anyone and everyone read and investigate,check with the BBB reviews for accepting and signing anything.
  
  Sincerely,
  
  *************************

• Initial Complaint

  Date:04/16/2024

  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.

  ON 04/02/2024 I WAS TOLD BY ******* OPTICAL I WOULD ONLY BE CHARGED $454.19 AND I COULD SPLIT IT INTO 2-3 PAYMENTS WITH ACIMA SERVICES. NOBODY AT ******* OPTICAL OR AT ACIMA TOLD ME THERE WOULD BE MULTIPLE FEES AND MULTIPLE CHARGES ADDED TO THIS AND I REFUSE TO PAY THESE AS IT WAS NOT EXPLAINED BEFOREHAND AND THIS IS NOT ACCEPTABLE. I WILL ALSO BE CLOSING MY BANK ACCOUNT TO AVOID ISSUES IF THIS IS NOT RESOLVED.

  

  Business Response

  Date: 04/18/2024

  ************ alleges she was not made aware of the charges associated with the lease-purchase agreement (the Agreement). Acima Leasing provided ************ with a full copy of the Agreement prior to allowing her to electronically enter it. ************ electronically entered the Agreement, certifying she read and agreed to its terms and conditions. Pursuant to the Early Purchase Options paragraph of the Agreement, You have the option to purchase the Property and terminate the Agreement within the first 90 days after the Property is delivered to you by paying us $529.19, plus tax, and Other Charges due, including the $0.00 Processing Fee minus any payments you have made.

  If ************ does not wish to execute a purchase option, she may pursue a termination option as outlined in paragraph 13 of the Agreement. For questions or to execute a purchase or termination option, ************ may contact our customer service department at **************. 

  Customer Answer

  Date: 04/18/2024

   
  Complaint: 21581987
  
  I am rejecting this response because:

   

  That is absolutely not true there was nothing in the agreement that I read that said anything about a $25 charge or any type of taxes being charged since this is a prescription service and in the state of ********* it is against the law to charge taxes on prescription services. 

   

  The place that I was seeing ******* optical was also not made aware of this. Therefore Acima is lying and making false statements. I have given more than enough evidence to prove that I am right and I will not be paying anything until this is resolved.
  
  Sincerely,
  
  *******************

  

  Business Response

  Date: 04/24/2024

  ************ has not provided any evidence to support her claims. Moreover, ************** primary concern is regarding her payment obligations stated in the Agreement. ************ may access a copy of her Agreement on our customer portal at *********************************.  
  
  Regarding ************** tax claim, we reached out directly to her and resolved this concern.    
  
  Acima Leasing works hard to ensure our partnered retailers are representing our services correctly. We will continue to investigate the retailer and take action as necessary.   
  
  We consider this matter closed as we addressed ************** concerns. For questions or to execute a purchase or termination option, ************ may contact our customer service department at **************. 

• Initial Complaint

  Date:04/13/2024

  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.

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

  

  Business Response

  Date: 04/19/2024

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

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

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

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