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:03/01/2024

  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 agreed to a purchase of 2900 for a bed a fireplace and swing chair. The swing chair was removed from the contract which shouldve made my overall price 2300. Ive been calling for weeks while they claim to be working on the issue but they do not communicate at all and just keep giving me longer wait periods to trap me in their 5k payment. They refuse to update the payment that is constantly being taken out of my account.

  

  Business Response

  Date: 03/06/2024

  Acima Leasing (hereinafter we, us, and our) received the complaint filed by ***************************, through the Better Business Bureau on March 1, 2024. On March 4, 2024, the independent third party retailer, confirmed the return of the referenced item and on March 6, 2024, we adjusted ************** lease accordingly. If ************** would like to discuss the adjustment or has any additional questions, he may contact our customer service department at ************.     

• Initial Complaint

  Date:02/29/2024

  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.

  Acima Leasing is a horrible company to deal with. I spoke to a ******* at there company and told them that I'd recently lost my job. I asked if they offered lower payment plans, and his repsonse was: "No, we do not have an option to lower your payments. We have catch up plans but those are to get your account back on track which would require bigger payments to make up what has been missed. " THEY DO NOT WORK WITH YOU in any instance. Take my advise and do not lease from them.

  

  Business Response

  Date: 03/08/2024

  Acima (hereinafter us, we, our) received the complaint filed by ************ through the Better Business Bureau on February 29, 2024. We investigated ************ complaint and attempted to reach out to him directly via phone call; however, we were unsuccessful. We ask that ************ return our call so we may address his concerns at **************. 

• Initial Complaint

  Date:02/27/2024

  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 furniture from a store through Acima. The furniture was delivered broken beyond use. I advised Acima immediately was told there was a warranty through the store. The store informed me that they would not pick up the furniture and I was responsible to get the broken furniture back to them. I informed them that that was not something I was going to be doing because this was not my fault and it would cost me more money to rent a truck, gas and movers because I lived on the second floor. Fast forward two years I settled with the same even though the furniture was broken. The reason that they settled with me was because the furniture was broken. I spoke to eight different **************** reps, and they all agreed that the furniture was delivered broken. It was recorded however, they refused to do business with me now, and expect me to pay the difference on broken furniture

  

  Business Response

  Date: 02/29/2024

  Acima Leasing (hereinafter us, we, our, Acima) received the complaint by Ms. *************************** through the Better Business Bureau on February 27, 2024, regarding her denied lease application. We investigated this complaint and prepared the following response.

  On February 27, 2024, ************ applied for our services through an independent third-party retailer ************************ (the Retailer). Upon submission, her application was denied. Acima is not obligated to provide our services, and as indicated in Acimas Application Terms, it states I HEREBY: (5) understand that this application is subject to approval by Company. On August 13, 2023, we emailed **************** an adverse action notice (the Notice) to the email address she provided to us during the application process.

  At this time, ************** application will remain denied. If ************ has any general questions in regard to Acima, she may contact our processing department at **************. 

  Customer Answer

  Date: 02/29/2024

   
  Complaint: 21356915
  
  I am rejecting this response because:
  I shouldnt be responsible for broken furniture. 
  Sincerely,
  
  ***************************

  

  Business Response

  Date: 03/04/2024

  Pursuant to our records, we confirm that Acima had previously directly communicated with ************ regarding the damaged merchandise on multiple occasions. Additionally, she was offered further instruction to assist with terminating the account, which she failed to follow. As the property remained in her possession, she was advised of her responsibility for it, until the instructions provided were properly executed.

  ************ alleges [She] shouldnt be responsible for broken furniture. We confirm ************ opted for a settlement and arranged a final payment on March 17, 2021. The payment cleared successfully, and ************ obtained ownership of the Property. The lease agreement does not explicitly define settlement, however, as a courtesy we may offer settlement options to assist customers in gaining ownership for less than the total owed. We confirm ************ has no further payment obligations to Acima, therefore we deny the allegation that she remains responsible for the property.

  Per the settlement terms, ************ is ineligible for Acima services moving forward. Given the details provided, ************** application will remain denied. If ************ has any general questions in regard to Acima, she may contact our processing department at **************.

  Customer Answer

  Date: 03/04/2024

   
  Complaint: 21356915
  
  I am rejecting this response because: when I originally called and I told them, I didnt have the money to have someone come pick up the furniture no one ever came to pick up the furniture. I called them and told them no one ever came to pick up the furniture. The only reason that I settled for that amount is because they reported me to my credit and I needed that off my credit report, so I had no choice   
  
  Sincerely,
  
  ***************************

  

  Business Response

  Date: 03/07/2024

  Acima has thoroughly responded to ************** previous concerns and as such, considers this complaint closed. If ************ has any general questions regarding Acima, she may contact our customer service department at **************. 

• Initial Complaint

  Date:02/27/2024

  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.

  OCT 28, 2023 I WENT IN TO ASHLEY FURINATURE AND DID A RENT OWN ON A COUCH AND LOVESEAT. I PUT $52.19 DOWN MY PAYMENTS WAS $62.11 THE TOTAL OF THE PURCHASE WAS $1027. ON OCT 29TH I WAS INVOLED IN A HIT AND RUN ACCIDENT WHERE I WAS HOSPITALIZED FOR 16 DAYS I MADE NOV & DEC PAYMENT WHERE IT BROUGHT ME DOWN TO $956.86 . JANUARY I COULDNT MAKE A PAYMENT SO I KNEW I HAD INSURANCE ON THIS CALLED BENIFITS PLUS I CALLED THE THE TOLD ME I HAVE TO UPLOAD DOCUMENTS SO THAT THEY CAN TAKE OF THE PAYMENTS BECAUSE I OUT OF WORK DUE TO THE ACCIDENT I DID. I ALSO EMAIL THE STORE WITH MY LAST PAY STUB SO I CAN GET THIS PROGRAM STARTED. ALSO I HAD UPLOADED THE DOCUMENTS ON THE WEDSITE OF BENFITSPLUS I CALLED IN TO CUSTOMER SERIVCE AND EMAILED THEM TO A EMPLOYEE WHERE HE UPLOADED THE FOR ME HIS EMAIL IS ********************* HE DID UPLAOD THE ON 1/17/24 I CAN REMEMBER THE EXACT DATE I ORGINAL TRY TO UPLOAD DOCUMEMTS AND IT WOULDNT ALLOW ME IT WAS IN DEC . SO HE TOLD I WOULD GET A CALL ABOUT THE BENIFITS PLUS BEING ACTIVE . SO 02/24/2024 I RECIVED A MESSAGE FROM ACIMA MY CARD WAS CHARGED $62.11 THAT OVER DRAFTED MY ACCOUNT. DUE NO FUNDS IM NOT WORKING . I CALLED BENIFITS PLUS THE RUDE EMPLOYEE TOLD I MY ACCOUNT WITH ACIMA WAS TERMANATIED AND THAT I DONT HAVE BENIFIT PLUS . I WENT BACK AND FORTH WITH FOR A MINTUE UNTILL HE FINALLY PUT A SUPERVISE ON THE LINE . SHE ALSO STATED THE SAME THING AND SAID I DONT HAVE THE BENIFIT IN OCT AND IT STARTED THE FOLLOWING MONTH WHICH IS FIND I APPLIED IN DECEMBER FOR THE PROGRAM THEN SHE STATED MY ACCOUNT IS TERMATED AND SHE DONT HAVE THE LEASE AGREEMENT TO VERIFY THE LEASE WHICH IS CRAZY BECASUE SHE SEE THE ACCOUNT I ALSO SEND HER MY RECIPET AND INVOICE NUMBER HER EMAIL IS ***************** . SHE STATED THAT SHE WAS GOING TO CONTACT THE STORE AND GET THE INFOMATION , SO I BEEN CONTACTING THE STORE NO ANSWER I ALSO HAVE BEEN EMAILING THE ASSICATE THAT HELP ME SHE THE MANGER HER EMAIL IS ***************************** ASKING WHY BENIFITS PLUS ISNT ACTIVE

  

  Business Response

  Date: 02/29/2024

  Acima Leasing (hereinafter “us,” “we,” “our,” “Acima”) received the complaint filed by Ms. ****** through the Better Business Bureau on February 27, 2024. We investigated her complaint and prepared the following response.   
  
  Pursuant to the Benefits Plus Membership Agreement, to receive membership benefits, Ms. ****** must pay the agreed-upon amount. Pursuant to our records, Ms. ****** became a paying Benefits Plus member on November 24, 2024. Upon Ms. ****** filing a claim and providing the requested documentation, Benefits Plus declined the coverage due to the last day worked or date notified of being out of work, occurred before Ms. ****** became a paying member. Ms. ****** has the right to appeal the decision. If she elects to do so, the appeal must be made in writing at ***************************. The appeal should identify all issues regarding this denial. Ms. ****** may send any documentation or other evidence which supports her appeal along with the following claim information: Waiver Number: ****** Waiver Type: IUI.  

  Customer Answer

  Date: 02/29/2024

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: I paid my downpayment and 2 months of the lease. I missed January due to my hardship. Also spoke to some young lady at Acima in Ashleys furniture she informed me to send my last pay stubs to Belen so she can get the process started. Then here February I was charger and now my back account is over drafted, I understand your no trying to help, I didn't apply for October, I'm not applying for the date I stop work I was able to pay then. I applied in January, so I was looking for future payments. I also addressed that with the manger. it's crazy that y'all try to find anyway not to honor a benefit that I paid for. As I can see this designed to hinder us consumer. For one it's hard to upload documents 2, Acima doesn't answer the phone, 3 no one wants to help.  This very bad for business I'm a customer and I have complied to every rule that applies to activating. This benefit due to my hardship. I'm not going to allow you to take advantage of me. Not sure where the miss understanding coming from.
  
  Sincerely,
  
  
  
  ******* ******

  

  Business Response

  Date: 03/01/2024

  Pursuant to paragraph 1 of the rental-purchase agreement, “‘Initial Rent Payment’ means the rent payment required to consummate this Agreement.” As such we confirm the initial rent payment paid on October 28, 2023, was appropriately applied to rent and not Benefits Plus membership. 
  
  As Acima Leasing has no involvement in the decision-making of a Benefits Plus claim and we have provided Ms. ****** with additional instruction on how to appeal the decision directly with Benefits Plus, we consider this matter closed.  

• Initial Complaint

  Date:02/26/2024

  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.

  Hi all,** formally making a legal complaint, due to that paperwork states that I bought a chain when in fact I bought one diamond earring stud. Also my payment was or should have been $74 monthly and theyre trying to take $289 out of my account. The item was $700. Best Regards,

  

  Business Response

  Date: 02/28/2024

  Acima Leasing (hereinafter we, us, our and Acima) received the complaint filed by ******************************* through the Better Business Bureau (the BBB) on February 26, 2024, regarding the property that is the subject matter of the rental-purchase agreement (the Agreement) he interested into. Upon receipt of the complaint, we initiated an investigation, and shortly thereafter, a termination was initiated by *************** ********* (the Retailer). We confirm that ******************** has no further obligations to the Agreement.  As such, we consider this matter closed. If ******************** has any questions, he may contact our customer service department at **************. 

• Initial Complaint

  Date:02/26/2024

  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 cancelled my purchase with them and have now spoken to 5 people giving me different information about my refund. I dont believe its been processed at all! They are nasty, rude, disrespectful and until I get what is due to me there will be no rest!

  

  Business Response

  Date: 02/28/2024

  Acima Leasing (hereinafter us, we, our, Acima) received the complaint filed by *************************** through the Better Business Bureau on February 26, 2023, alleging a refund is still owed to him. We investigated ******************** complaint and confirmed the amount owed was refunded to him on February 19, 2024. Further, on February 28, 2024, we sent ******************** proof of the refund to the email address provided in his complaint. As such, we consider this matter closed.  

• Initial Complaint

  Date:02/23/2024

  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.

  I have a current lease with Acima, Lease #ID ******** started on 10/28/23, from Electronic Express. I got laid off a few weeks after signing my lease, which I was able to make a few payments on before I filed the Involuntary Unemployment Payment Waiver with Acima Benefits Plus on 12/05/23. I submitted my documents on the website that day and I followed up a few weeks later after seeing no progress on the claim. The documents I uploaded to their website wasn't showing up on their end, so I had to end up emailing them the information. I got the runaround and was told to wait a while for the documents to be reviewed. I waited for hours on the phone for Benefits Plus and Acima to get this issue resolved and it has been a very frustrating process. I spent hours of many days trying to get the issue resolved, but both sides have been very unhelpful during the process in general.Today, on 2/23/2024, my claim was denied due to my layoff falling on the 10th of November, which is a few days before my payment due date.Due to this whole runaround and the unique situation, Acima should honor the arrangement that was agreed upon when I signed my lease. I paid extra fees to have this protection and now that I had to use it, I got the runaround and was denied my claim.While each company has put the blame on each other, I have been left with constant calls from collections from Acima due to my past due balance.The resolution I am seeking is to have the payments waived from the time of the claim until now.I have recorded phone calls of most of the conversations that I have had with Acima Support and with Benefits Plus, so those can be reviewed as well if you wish. I only want to see this resolved and I don't want to continue getting the runaround or play the blame game.

  

  Business Response

  Date: 03/01/2024

  Acima Leasing (hereinafter us, we, our, Acima) received the complaint by Mr. ******** ***** through the Better Business Bureau (BBB) on February 23, 2024. We investigated his complaint, reached out directly to Mr. ****** and addressed his concerns. As such, we consider this complaint closed. 
  
  If Mr. ***** has any questions regarding this response, we ask that he provide a response through the BBBs complaint portal. If Mr. ***** has any additional questions or concerns he may contact our customer service department by phone at **************.

• Initial Complaint

  Date:02/22/2024

  Type:Customer Service 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 not liable for debt with this character , I do not have a contract with ACIMA DIGITAL FKA SIMPLE. I did not sign or got a contract with this company

  

  Business Response

  Date: 02/23/2024

  We were unable to locate a lease account in our system matching the identifying information that ******************** provided in his complaint. ******************** may contact our customer service department by phone at ************** if he has any questions, or if he would like to assist our agents in attempting to locate a lease account associated with his information. Additionally, we ask ******************** to contact our credit reporting department by email at ********************************************************** regarding matters related to credit disputes.

• Initial Complaint

  Date:02/22/2024

  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.

  Settled a collection on Feb 8th. Expected a letter of saying I was no longer liable for the collection. Only received the receipt of payment but no letter. Called again on February 15th and still no letter sent. Called again on February 22nd and have not received a letter yet. This is holding up other personal financial matters. They claimed on the 22nd the email was incorrect but they have the correct one since thats how I received the receipt of payment. I gave them alternative email but again, have received nothing.

  

  Business Response

  Date: 02/26/2024

  Acima Leasing (hereinafter we, us, our, Acima) received the complaint filed by Mr. ******* Moananu through the Better Business Bureau on February 22, 2024, regarding his requested settlement letter. Acima confirms that the requested settlement letter was sent via email to ****************** on February 26, 2024. The letter was emailed to the listed email address on the application, ********************.

  As we have granted Mr. ******** desired resolution, we consider this matter closed. If ****************** has additional questions, he may contact our customer service department at **************. 

• Initial Complaint

  Date:02/20/2024

  Type:Billing 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 bought a mattress from Wayfair using acima. If you paid it off by a certain time it was interest free. So when it was time to pay it off I did. Then 3 months later they contact me that a $49 processing fee was not paid and now I owe double.

  

  Business Response

  Date: 02/22/2024

  Acima (hereinafter we, us, and our) received the complaint filed by ************************************************, through the Better Business Bureau on February 20, ****.  We have reviewed the complaint and have determined that as a final courtesy to him, we will allow ********************** to obtain ownership of the property for the 90-day early purchase option amount. As of todays writing, we would require one final payment of $82.29 after tax to meet the 90-day amount. This offer is valid until March 1, ****. Regular terms and conditions of the rental-purchase Agreement apply after that date. If he has any general questions regarding his lease or would like to discuss the purchase option offered, he may contact our resolution department by phone at **************.

  Customer Answer

  Date: 02/22/2024

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