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:02/20/2024

  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 called Acima on Tuesday, Feb. 13, 2024 in hopes of settling an account with them. I am currently working on my credit and I wanted to be in good standing for this account through either settling it or getting on a payment plan to pay the balance off. When I called, I spoke with someone named *** who walked me through the process of making payments over a course of 5 months so that the account would be paid off. After setting up the payment plan and providing *** with everything he requested, I requested a letter detailing the payment arrangement for my records and confirming everything *** and I discussed. *** assured me that I would receive a letter, via email, within 3-5 business days. As of today, Feb. 20, 2024, I have yet to receive this letter. After three days, I called back to speak with someone and they shared I would have the letter within 5-10 minutes or no later than 24 hours. I still don't have the letter. I called again on Friday, Feb. 16th to check the status to the letter. This representative confirmed my email address and asked that I give them until end of day Monday, Feb. 19, 2024. to receive it. As of today, I still don't have what was requested regarding my account. When I called the morning of Feb. 20, 2024, I'm now being told it could take up to three weeks before receiving the letter I requested and the representative quoted "Well you have already waited one week and a half so you're almost there." As if there is no urgency to provide my contract with them for my records. When I spoke to a supervisor, they shared all they could so is submit another request for the letter - which I had already done with representatives spoken to prior. I'm really frustrated that I can't receive what I requested after doing my part to settle this account. Please help!

  

  Business Response

  Date: 02/26/2024

  Acima Leasing (hereinafter us, we, our, Acima) received the complaint filed by ****************** through the Better Business Bureau on February 20, 2024. ****************** wishes to receive the details of his catch up plan for his records and as such, we provide the following information. On February 13, 2024, ****************** provided Acima with his verbal authorization to charge his card on file $211.97 on February 29, 2024, March 29, 2024, April 29, 2024, May 29, 2024, and $211.98 on June 29, 2024, to purchase this lease-purchase agreement. If any payment in this arrangement is returned unpaid, the entirety of this plan will be canceled and ****************** will need to contact us as soon as possible so we can assist him in setting up a new arrangement. For inquiries or to revoke this verbal authorization, ****************** must call ************ at least 2 business days before the scheduled payment. 

  Customer Answer

  Date: 03/02/2024

   
  Complaint: 21319871
  
  I am rejecting this response because I was promised a payment plan letter that I still havent received after talking to them multiple time over three weeks. I ended up settling this account with ********************** and requested a receipt confirming it being paid off.  I was told i would receive one and have yet to receive it. They asked that I provide a new email address and I did. I still dont have a receipt. Once again, I been given 2-3 different timelines regarding how long it would take to receive my receipt. The money to settle it was taken from my account and after waiting for almost 4 weeks, Acima wouldnt do better with ensuring I received a receipt right away confirming the payoff of my account. 
  
  Sincerely,
  
  *********************************

  

  Business Response

  Date: 03/04/2024

  Acima Leasing received the rejection of our response by ****************** on March 4, 2024. We confirm ****************** cancelled his catch up plan and instead settled his lease with Acima on March 1, 2024. We further confirm a settlement confirmation email was sent to him on March 4, 2024. As such, we consider this matter closed. 

• Initial Complaint

  Date:02/12/2024

  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.

  8/20/2019 bought phones biz we went thru filed under my ssn... the balance was paid off now biz has closed and no longer operating now im left with bad credit remaks

  

  Business Response

  Date: 02/15/2024

  Acima (hereinafter we, us, our) received the complaint filed by ******************* through the Better Business Bureau on February 12, ****, regarding the reporting of his lease with Acima.

  Pursuant to our records, on August 20, 2019, Mr. **** entered an independent third-party retailer ********************************* (the Retailer) located in ******, **************. While with the Retailer, he applied and was approved for our leasing services. On that same date, he selected the property described as "Hp Gaming Laptop OMEN i7 2TB 16GB RAM (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.

  Mr. **** claims, the balance was paid off now [the Retailer] has closed and no longer operating now [he is] left with bad credit [marks]. Acima is not obligated to offer settlements under the Agreement, we *** do so as a courtesy to assist customers in obtaining ownership of their property for less than the current purchase options available to them. Mr. **** elected to utilize a settlement that was completed on February 13, ****, and as of todays writing, the leases status is Settled, and Mr. **** has no further payment obligations to Acima. Additionally, we investigated our reporting of ********* lease, and the reported lease history is accurate. ********* lease status has changed on February 13, ****, our reporting will be updated to match. Please note, updates to ********* credit report *** take up to thirty (30) days to reflect. Experian is the only national credit bureau to which Acima reports. 

  As we have thoroughly responded to Mr. ****, we consider this complaint closed. If he has any general questions regarding his account, he *** contact our customer service department by phone at **************. 

• Initial Complaint

  Date:02/10/2024

  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.

  Being over charged for an account started with out my permission. Or received time of purchased item. Failure to follow up on concerns or case information. Complete discomfort throughout total process. No accountability with any parties involved

  

  Business Response

  Date: 02/14/2024

  Acima confirms receipt of the complaint filed by Mr. ****** ****** through the Better Business Bureau on February 10, 2024, regarding his lease with Acima.  
   
  While Mr. ****** does not provide specific details in his complaint, he claims he was “over charged for an account started with out [his] permission.” Pursuant to our records, Mr. ****** elected to enter into a rental-purchase agreement (“Agreement”) with Acima and agreed to the terms and conditions contained therein. We reviewed the details of Mr. ******’s lease and confirm there are no discrepancies with the cost of the Agreement. If Mr. ****** would like to provide additional information regarding this, he may contact our customer service department at ###-###-####.  
  Mr. ****** additionally indicates there were “discrepancies” with the “received time of purchased item.” We confirm that our resolutions department reviewed this matter with Mr. ****** over the phone and updated the date to reflect the actual date the property was received by Mr. ******.  
  Finally, Mr. ****** claims Acima failed to follow up on his concerns. We apologize for the length of time it took Acima’s customer service and resolutions departments to resolve his concerns. We confirm that as of today’s writing, our resolutions department has worked with Mr. ****** directly and reached a resolution which we believe is satisfactory to both parties. If Mr. ****** has any additional concerns, we encourage him to reach out to us directly at the phone number listed above, so we may work with him to promptly provide assistance.  

• Initial Complaint

  Date:02/10/2024

  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 purchased a rabbit’s cage from Wayfair on January 4, 24 for $169.99. I decided to use Acima to purchase the product. It had an initial rental payment of $45.00 + tax $3.15=$48.15 which was made on Jan 4, 24then I returned the rabbits cage on Jan 9, 2024 to Wayfair they received it on Jan 11 and a credit of $134.39 was given because I owed $35.60 for shipping to Acima on Jan 11. So with paying the initial rental fee for the product which I no longer have that should have covered that 35.60 and no further charges $6.67 should have been taken out of my account. But instead they decided to start a new contract without my consent on January 11, 24 I did not sign it and I would have never agreed to having an additional $45.00 up charge to it. All I want returned is the $19.22 that is owed to me and that contract canceled. Also you will see in the photo it still shows Wayfair as the retailer and everywhere on the contract it says property I don’t have the property so how are you charging me for something I don’t have. I did not sign that contract that they currently have and if they say I did I want to know the exact date and time I would have completed that.

  

  Business Response

  Date: 02/13/2024

  Acima (hereinafter “us,” “we,” “our”) received the complaint filed by Ms. *** through the Better Business Bureau on February 10, 2024. We investigated her complaint and granted her desired resolution. As such, we consider this matter closed. 

• Initial Complaint

  Date:02/08/2024

  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.

  On Feb 02,2024 the was a fraudulent purchase made in my name with my social security number with a different bank account,email, and ph number. When I found out about the transaction I notified Acima who then told me I need to get a police report, I lm from NYC went to the precinct and the advised me that I need a affidavit from Acima in order to retrieve a police report, I reached out to acima several times and they refuse to give me a affidavit so I can get a police report and properly refute this fraudulent transaction. They are absolutely no help at all seems like they are for the fraudulent people whom keep committing these identity theft crimes.

  

  Business Response

  Date: 02/09/2024

  Acima (hereinafter “we,” “us,” “our”) received the complaint filed by Mr. ***** ***** through the Better Business Bureau on February 8, 2024. We investigated his account and prepared the following response. 

  Mr. ***** alleges identity theft. Acima takes fraud allegations very seriously. For situations that allege fraud, it is standard to request that the victim either file a police report or a Federal Trade Commission Identity Theft Affidavit (“FTC Affidavit”). As Mr. ***** indicates, that he has had difficulty filing a police report, we ask that he file an FTC Affidavit and provide us with a complete copy at [email protected]. Please note that an FTC Affidavit may be filed online on the FTC’s website. Acima requires documentation to substantiate fraud allegations, and we direct all customers who allege identity theft has occurred to file a police report for identity theft, and/or an FTC Affidavit. Upon receipt of the requested documentation, we will further investigate his allegation. If it is determined that identity theft has occurred, we will terminate any lease associated with his information. 

  As we are awaiting additional documentation, we consider this complaint closed. Mr. ***** may contact Acima customer service department at ###-###-#### with any additional questions.

• Initial Complaint

  Date:02/06/2024

  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.

  *********************** is a senior citizen who was taken advantage of by Acima and Hall ********* in New Albany. She purchased a bed and set up payments with an agent to have the payments taken out of her account for 90 days. She was told the bed would be paid in full in 90 days. She did not realize they did not have the payments set to the FULL equal amounts to pay the loan off now Acima wants to charge he double to triple interest. The bed was $382 and some change and now she's being charged more than that. Thus, far she has paid $315 or possibly more. We were told by a representative she owes more than $480. We want this resolved for 90-day same as cash that was agreed upon and all fees/penalties waived. We have a duty to take care of our seniors and EXPLAIN things clearly and thoroughly so they understand and this was done so in ****************** case

  

  Business Response

  Date: 02/07/2024

  Acima (hereinafter we, us, our) received the complaint filed by ******************************* on behalf of *************************** through the Better Business Bureau (BBB) on February 8, ****. We investigated this complaint and confirmed **************** is not an authorized person on ************** lease. As such, Acima is unable to discuss or provide any additional information. We ask ************** call into our customer service department at ************** to authorize an additional person, or she may also directly submit her own complaint to the BBB. 

  Due to the circumstances, we are unable to address this complaint. As such, we consider this complaint closed. ************** may contact our customer service department at ************** for any additional questions or to authorize an additional person on her lease. 

  Customer Answer

  Date: 02/07/2024

   
  Complaint: 21255985
  
  I am rejecting this response because: I am authorized. Phone agent **** added me. The code is 7560
  
  Sincerely,
  
  *********************** Or ***************************

  

  Business Response

  Date: 02/08/2024

  Acima (hereinafter we, us, our) received the complaint filed by ******************************* through the Better Business Bureau on February 08, ****, on behalf of *************************** lease. **************** was added as a third-party fully authorized person on ************** account on February 07, ****.
  
  **************** claims that ************** ... set up payments with an agent to have the payments taken out of her account for 90 days. Pursuant to our records, on June 29, 2023, **************** entered an independent third-party retailer ************************** (the Retailer) located in **********, ***********. While with the Retailer, she applied and was approved for our leasing services. On July 12, ****, she selected the property described as Full Bed (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 12 monthly lease renewal payments of $98.45 before tax, plus an initial rent payment of $50.00 before tax for a total of $960.50 (the Total of Payments) before tax. Alternatively, she could execute any other early purchase or termination option outlined within the Agreement.
  
  Acima denies the allegation that Acima wants to charge [**************] double to triple interest. Acima does not charge interest, Acima is a lease-to-own company, and the Total of Payments is determined upon initiation of the Agreement. The Total of Payments does not change or increase.
  
  As a courtesy to our customers, we offer two Early Purchase Options (EPOs); each of which reduces the cost of ownership and terminates the Agreement earlier than the rental period contained within. The first EPO is a 90-day EPO wherein ************** *** obtain ownership of the Property by paying $450.00 before tax on or before October 10, 2023. ************** did not exercise her 90-Day EPO on or before the deadline indicated, and as such this option expired and her lease is continuing for the agreed-upon terms. The second EPO stipulates that ************** can obtain ownership at any point after the first 90 days by paying a lump sum payment equivalent to 65% of any remaining renewal payments. The second EPO is still available to ************** and will be until the end of the lease term.
  
  **************** indicates that ************** was unaware of the rent renewal payment frequency and amounts. We confirm Acima did our due diligence to ensure ************** had all information regarding the Agreement terms and conditions prior to signing. Pursuant to our records, on July 12, 2023, we sent the following text message to the phone number provided on the application, ************, Click link to review and sign your Acima lease agreement (Reply STOP to opt-out) ********************************************************************************************************************************************************. We confirm this link was clicked, and she was provided a breakdown of the rental payment amounts and frequency, as well as her Total of Payments and 90-Day EPO amount. ************** was then directed to a full copy of the Agreement and provided the opportunity to review it. She was also provided the option to electronically sign the Agreement. We confirm receipt of ************** electronic signature on July 12, 2023, at 10:30 am MT. It was ************** responsibility to fully review the information provided and seek additional information if necessary.
  
  Additionally, once ************** entered into the Agreement, we confirm we sent a welcome email on July 13, 2023, to the email address provided at the time of application, ************************ This email contained a breakdown of her rent payment amounts, the first scheduled rent payment date, and the 90-Day EPO information, as well as a link to the Acima customer portal where ************** could view a full copy of her Agreement. We confirm that Acima performed our due diligence to provide all information regarding the nature of the Agreement, as well as ample opportunity to review the terms and conditions therein.
  
  We consider this matter closed as we have addressed all of Ms. ******* concerns regarding ************** lease. If ************** has further questions or would like to explore any purchase, termination, or settlement options that *** be available to her, she *** contact our recovery department at **************. 

  Customer Answer

  Date: 02/09/2024

   
  Complaint: 21255985
  
  I am rejecting this response because: ************** did not understand the terms or what she was signing.  She will not be making any further payments. 

  
  
  Sincerely,
  
  *********************** Or ***************************

• Initial Complaint

  Date:02/06/2024

  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 received financing for furniture from acima. I went to Ashley Homestore in Pearland on wed 10/24 and was told the furniture would be ready on 10/26. It wasnt. My husband and I rented a truck and went to ashley's third party warehouse and picked up the furniture. They gave us the wrong piece. I called them immediately to let them know there was a major mistake made. They said they would come out and bring the correct pc. I took pictures and sent them into them. They came the first time and the delivery guy said they had the wrong pc. so they rescheduled. The second time they came they brought a chaise lounge. Which again was the wrong pc. Then they came a third time and still brought the wrong pc. I communicated with Henry the manager of Dsg & Otto the store manager at ashley and even had Henry on the phone while the sfirst delivery guy was there who was arguing with my sick husband that has stage 4 cancer. we had to actually shut the door on him. His name was Gerson. He was yelling and arguing with my husband. The Dsg co brought the wrong pcs out 4 times total and then hd the nerve to sya that they did deliver the correct pcs. Whis still wasnt true and I have the emails and text messages to confirm they still had it wrong. I am seeking either the correct pc or a refund because the issue isnt resolved and Ashley is aware of that. but lied to acima. and I have the proof that they lied to acima to keep the money at the same time communicating with me that they will come out and bring the correct pc.

  

  Business Response

  Date: 02/13/2024

  Acima (hereinafter “we,” “us,” “our”) received the complaint filed by ****** ******* on February 6, 2024, through the Better Business Bureau (“BBB”). We are still investigating the circumstances surrounding the delivery of the property. In her complaint, Ms. ******* indicates she has copies of emails and text messages showing the incorrect piece was delivered to her. We ask that Ms. ******* provide us with this documentation for review. Ms. ******* may submit the documents either through the BBB’s complaint portal as a response, or she may email them to us directly at *********************.  

• Initial Complaint

  Date:02/03/2024

  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 contacted this business upon signing a lease one day ago so that they can correct my pay day to the correct date. I called and spoke with a rep that was unprofessional and when I asked for a supervisor he said he was switching me just to hang up in my face. I need someone from Corporate that speaks and understands English to give me a call.

  

  Business Response

  Date: 02/06/2024

  Acima (hereinafter we, us, and our) received the complaint filed by Mr. ************************ through the Better Business Bureau on February 3, ****. We have reached out directly to ************** and resolved this issue. If ************** has additional questions, he may contact our customer service department at **************.

• Initial Complaint

  Date:02/02/2024

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Taking money from my account without having a lease agreement with me

  

  Business Response

  Date: 02/05/2024

  Acima (hereinafter us, we, our) received the complaint filed by *********************************** through the Better Business Bureau on February 2, ****. We investigated her complaint and confirm that we provided her with steps to resolve her concern on February 2, ****. As such, we consider this matter closed. We ask that ********************** provide ** with the requested documentation at ******************************. 

• Initial Complaint

  Date:02/01/2024

  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 am deeply troubled and upset that ACIMA DIGITAL FKA SIMP has not yet responded to my request. I sent a letter asking for proof of contract, as I require these accounts to be deleted from my credit report as they are in violation of my rights.

  

  Business Response

  Date: 02/02/2024

  Acima (hereinafter we, us, our) received the complaint filed by *********************************** through the Better Business Bureau on February 1, ****. We investigated his complaint and prepared the following response. 
  
  We reviewed our records and confirm ******************** has not previously requested a copy of his rental-purchase Agreement (the Agreement). ******************** was provided a full copy of this Agreement at the time he entered into it. Additionally, ******************** *** view a copy of his Agreement at any time by logging into the Acima customer portal located at ******************************************. We note that this option has always been available to ********************* 
  
  ******************** alleges he sent a letter asking for proof of contact. We thoroughly reviewed our records and, as of todays writing, we have not received any correspondence from ********************. Nevertheless, as explained above, ******************** *** view a copy of his Agreement online. 
  
  ******************** alleges that Acima is in violation of [his] rights, but does not offer further details into how he believes we have violated his rights. However, we confirm that we have not violated any of Mr. ********* rights. 
  
  Mr. ********* desired resolution is for the removal of reporting. We will not ***** this request. We confirm our reporting is authorized under the Agreement. Please note that Experian is the only national credit bureau to which Acima reports. 
  
  If ******************** has further questions or to explore any settlement options that *** be available to him, he *** contact our recovery department at **************.