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:01/30/2024

  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 1.8.24 I went into Auto Sound to have my radio repaired however I ended up purchasing a new radio which when I realized the cost I had to take out a loan. I was informed that I would have to repay the loan every other week which was fine but when I contacted Acima to set up a different pay plan, i was told the facts about the loan in that i would have to pay back more than double the loan amount if i did not pay the entire loan of $1,575 off although i only borrowed $968.36 by 4.7.24 i would be paying $2329.29 in total for the year. I never received a contract to read prior to entering the agreement whereas when I contacted Acima *******. Basically said there is nothing I can do about the situation. They offered to provide me with a contact a week after the fact. I should not be liable for their disregard of being truthful prior to entering into a contract of which I never signed.

  

  Business Response

  Date: 02/06/2024

  Acima (hereinafter we, us, and our) received the complaint filed by *********************************** through the Better Business Bureau on January 30, ****. We have contacted ******************** via phone call and resolved her concerns. Additionally, we note that ******************** was provided the full rental-purchase agreement (the Agreement) to review, prior to ******************** providing her signature. ******************** chose to sign the Agreement, and as such agreed to the terms and conditions contained therein. ******************** may review a copy of her Agreement at any time, located at *********************************/. We consider this matter closed. If she has additional questions, she may contact our customer service department at **************.

• Initial Complaint

  Date:01/30/2024

  Type:Order 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.

  Ive never had a Acima account and its reporting on my credit report please remove the fraudulent account off my ********************** report

  

  Business Response

  Date: 02/05/2024

  Acima (hereinafter we, us, our) received the complaint filed by Mr. ********************************************** through the Better Business Bureau on January 30, ****. We investigated this complaint and prepared the following response. 
  
  Acima takes identity theft allegations seriously. Upon receiving this complaint, we investigated the information in our system and determined that this lease was created fraudulently. As such, we have terminated ***********************************' lease, and he has no further obligations to Acima. 
  
  As we have granted ***********************************' desired resolution, we consider this matter closed. If *********************************** has additional questions, he may contact our customer service department at **************.

  Customer Answer

  Date: 02/05/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  **********************************************

• Initial Complaint

  Date:01/23/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased 2 tables and a recliner through wayfair on Nov 7th 2023. I returned the items on Nov 17th 2023. Wayfair proved they received the items back and issued a credit. The financing was through acima credit. Acima credit is still charging me, the first initial payment plus dec and Jan and soon February if this doesn't get resolved. I have contacted them 7x and they keep telling me they will contact me to resolve and they have not.

  

  Business Response

  Date: 01/30/2024

  Acima (hereinafter “we,” “us,” and “our”) received the complaint filed by Ms. ******** ********, through the Better Business Bureau on January 23, 2024. We attempted to reach out directly to Ms. ********, but despite numerous attempts, we were not able to contact her. Regardless, her lease is terminated, and she has no further obligations to Acima. If Ms. ******** has additional questions, she may contact our customer service department at ###-###-####.  

  Customer Answer

  Date: 01/30/2024

  
  
  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  
  
  
  Sincerely,
  
  
  
  ******** ********

• Initial Complaint

  Date:01/22/2024

  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 was told incorrect information at the time of purchase. I was under the impression that I was leasing an item and once full amount is paid that I would be done. The item was around $1000 I have now paid $1200 on it. I am now being told that I owe another $1300. This was not explained during the initial interaction and while purchasing my merchandise. Documents and signing was done on a iPhone where it was difficult to see all of the misleading fine print. I wouldnt have agreed to pay $2500 for something I was initially charged $1000 for. I call Acima and all I was offer was a $870 early buy out option or to return the merchandise by to the store after I have paid over $1200 for it. I am looking into filing some type of legal action due to this.

  

  Business Response

  Date: 01/26/2024

  Acima (hereinafter we, us, and our) received the complaint filed by ******************************* through the Better Business Bureau on  January 22, ****. We investigated his complaint and prepared the following response. 
  
  ******************** entered into a written contract in the form of a rental-purchase agreement (the Agreement) that contained all disclosures mandated by applicable state law. Acima has attempted to review the terms of the Agreement with ********************. Despite our best efforts to address Mr. ********* concerns, we are unable to reach a resolution to this matter. As such, we consider this complaint closed. ******************** may contact us at ************** with additional questions.

• Initial Complaint

  Date:01/19/2024

  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 never heard of this company however on the 18th of January **** this company somehow got into my account and charged me $54.77. I tried getting in contact with them but was put on hold and then the phone disconnect. I want my money put back thank you for your assistance.

  

  Business Response

  Date: 01/23/2024

  Acima (hereinafter we, us, our) received the complaint filed by ******************************* through the Better Business Bureau on January 19, ****. We investigated this complaint and prepared the following response.

  On January 4, ****, ****************** entered an independent third-party retailer ***'s Discount Furniture (the Retailer) located in Bronx, ********. While with the Retailer, she applied and was approved for our leasing services. On that same date, she elected property described as living room set (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 52 weekly lease renewal payments of $43.17 before tax, plus an initial rent payment of $1.00 before tax for a total of $2,245.48 (the Total of Payments) before tax.

  ****************** alleges I never heard of this company. We have reason to believe that this lease belongs to ******************. Nonetheless, if ****************** is alleging identity theft, we request that she provide us with any documentation substantiating her allegation, including a full police report, at ******************************* Upon receipt of the requested documentation, we will further investigate her allegation. If it is determined that it is a fraudulent account, we will terminate this account and remove all reporting of it from the credit bureau. With the absence of proof of fraudulent activity, we will not terminate the account or remove our reporting. Please note that Experian is the only national credit bureau to which Acima reports.

  As we are awaiting additional documentation, we consider this complaint closed. If ****************** obtains the requested documentation to prove fraudulent activity, she may send it to our fraud department at ******************************* If ****************** has any general questions regarding her account, she may contact our customer service department by phone at **************. 

  Customer Answer

  Date: 01/25/2024

   
  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.
  
  Sincerely,
  
  ***************************

• Initial Complaint

  Date:01/19/2024

  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.

  I called and attempted to pay my 90 day account off but they said I was past my time for a few days. I didnt know when the time started and was just calling to pay it off and now I am being charged an additional $2100. I am in the military and was deployed and still serving on active duty.

  

  Business Response

  Date: 01/22/2024

  Acima (hereinafter we, us, our) received the complaint filed by *************************** through the Better Business Bureau on January 19, ****. We investigated this complaint and prepared the following response.

  *n September 8, 2023, ************ entered an independent third-party retailer Big * Tires (the Retailer) located in **********, *******. While with the Retailer, he applied and was approved for our leasing services. *n that same date, he selected property described as 4 new tires (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 24 semi-monthly lease renewal payments of $191.85 before tax, plus an initial rent payment of $25.00 before tax for a total of $4,696.60 (the Total of Payments). 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 (EP*s); 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 EP* is a 90-day EP*, which expired on December 8, 2023, ************ had not met the required amount of $1,967.19 before tax, as of the deadline, therefore his lease is continuing for the agreed-upon terms.

  ************ alleges he was unaware of the 90-Day EP* expiration date. We confirm this information is provided to our customers multiple times, both at the initiation of the Agreement and after the Agreement has been signed. Specifically, we confirm ************ was sent a welcome email on September 9, 2023, which indicated his 90-Day EP* expiration date, and another reminder email of this deadline on *ctober 1, 2023. We additionally confirm both emails were sent to the email address provided on his application, and that both were opened.

  The second EP* stipulates that a customer may obtain ownership at any point after the first 90 days, by paying a lump sum payment equivalent to 65% of the remaining Renewal Payments. This option is still available to ************ and will be throughout the remainder of **************** rent payment schedule. Alternatively, if he no longer wishes to obtain ownership of the Property, he may return the Property to us as outlined in paragraph 9 of the Agreement titled, Termination. 

  Mr. ***** desired resolution was for a bill adjustment. We will not ***** this request. ************ owes rent for the time he has the property, pursuant to the Agreement. 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. ************ 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. ************ may review a copy of his rental-purchase Agreement located at *********************************/. 

  Mr. ***** complaint makes reference to being active-duty military. We will separately be sending Mr. ***** an email with information regarding potential eligibility for relief under the Servicemembers Civil Relief Act (SCRA). 

  We hope this explanation clarifies the purchase terms of **************** Agreement and his responsibilities thereunder. If ************ has any questions or wishes to explore purchase, or termination options that are available to him, we encourage him to contact our customer service department at **************. 

• Initial Complaint

  Date:01/19/2024

  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.

  I have been trying to pay off my account for the last three weeks to be within the 90 day payoff time. I have been told by multiple people that I can get a **** gift card and make a payment with that I went and got **** gift cards to be able to make the payment and Have not been able to be successful with $400 worth of gift cards for that payment Ive been told now that the **** gift cards that Im using are not compatible with their systems which is incorrect because Ive made other payments with the same exact card type and same exact card Just different card number and those went through successfully. Now Im stuck with $400 worth of gift cards that I cannot use the companies not helping me or being cooperative at all besides telling me to use a different form of payment when I asked if I can pay in store I was told by a representative. No no no dont pay in store. Let me go ahead and set the payment up for you so she can get commission for that payment , nobodys helped me at all and theyre now lying to me telling me that the car type is not accepted when I made payments and I have proof that I made payments with that same exact car type and everybody else was telling me that its a system issue theyve made it to where I cannot pay my account so that they can add the additional fees to my account and I have proof of all of this.

  

  Business Response

  Date: 01/24/2024

  Acima (hereinafter us, we, our) received the complaint filed by ******************************* through the Better Business Bureau (BBB) on January 19, ****. We investigated Ms. ******** complaint and attempted to reach out to her directly; however, we were unsuccessful. As a courtesy to ******************, we will extend her 90-Day Early Purchase Option until January 31, ****. Lease terms and conditions will apply after the date stated. We ask that she contact us at her earliest convenience at ************** for assistance.

• Initial Complaint

  Date:01/19/2024

  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.

  I leased a item through acima. They offer something called LDW a type of insurance that is optional. I opted in. Unfortunately as luck may have it my item was stolen. I filed a police report and contacted acima right away. They asked for a copy of the police report so I provided it. They have been giving me the run around for months and now come to find out they are still charging me for the item and there claim is that I was not up to date on payments at the time of request but that is false I was up to date. It doesnt matter who I talk to I keep getting the run around. They are very unprofessional and have handled my case with such poor class and taste.

  

  Business Response

  Date: 01/29/2024

  Acima (hereinafter we, us, our) received the complaint filed by ******************************* through the Better Business Bureau on January 19, 2024.  
  
  We have attempted to contact ****************** directly, however, despite our best efforts, we have been unable to reach him. We have reviewed and investigated his account and processed his LDW claim. Mr. ******** account is closed, and he has no further payment obligations.  Additionally, all payments made after receiving the requested police report on October 4, 2023, have been refunded back to the original sourced payment method. As such, we consider this complaint closed. 
  
  For further questions regarding this matter, he may call ************** and speak with our Resolutions department. 

• Initial Complaint

  Date:01/16/2024

  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.

  Purchased a sofa from ****** Brothers and the company Acima didnt comply with the agreement they signed for. ***** signed up for 90 day payout on the sofa. And on 7-11-23 ***** spoke with the assign customer representative and she change the payment date so that he can pay it out within time frame allowing. After several attempts with resolution **** they never called back . Making excuses for there actions and yet it still hasnt been resolved. ***** is requesting that all fees be waived and allow Him to pay for the 90 days options.

  

  Business Response

  Date: 01/18/2024

  **************** did not purchase the referenced sofa. Rather, she elected to enter into a rental-purchase agreement (the Agreement) with Acima to obtain possession of the sofa.  
  
  While we confirm the Agreement contains a 90-day Early Purchase Option (EPO), we deny we offer a payout plan customers can sign up for and the same was explained to *****************  
  
  Our records show **************** requested to speak with a department that was not over her lease account, a request that was not *****ed. 
  
  In conclusion, we confirm the following. We provided **************** with accurate information pertaining to her 90-day EPO, we acted in accordance with the Agreement, and **************** did not attempt to execute the 90-day EPO within the allotted timeframe. As such, we will not ***** her request to honor the 90-day EPO. 
  
  If **************** would like to explore her remaining options, she may contact our recovery department at **************. 

• Initial Complaint

  Date:01/15/2024

  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 purchased a product thru ShopAbunda with an Acima payment. The product purchased was never received, it was intended to be a Christmas gift and in turn left me in a vulnerable spot. I contacted ShopAbunda and they said they confirmed delivery of the product and that they were unable to assist me further. I checked my security camera footage and there was never a packaged delivered when they said it was, the Amazon photo they provided me after the fact was also not of my porch (I checked my neighbors and didn't seem to be theirs either) and that my only recourse was to contact Acima directly or file a dispute with my bank. I contacted Acima directly and they informed me they can't really do anything for me as they already paid the merchant. I have now been charged twice for an intended Christmas Gift that never came and no one is comunicating with me on how to fix it either.

  

  Business Response

  Date: 01/16/2024

  Acima (hereinafter we, us, our) received the complaint filed by *************************** through the Better Business Bureau on January 15, ****. We cannot locate a lease fully matching Ms. ******** provided identifying information. As such, we are unable to address this complaint. We ask ****************** to call our customer service department by phone at **************, for help with her issue described, as well as locating a lease account associated with her information.