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:12/02/2023

  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.

  At the time of purchase and the time I completed the contract, I was informed I would owe ******* with interest. I am now being informed that was A 3 month payout plan which does not state in my contract. In the actual lease form I was given the day of it only shows the amount I would be paying biweekly. Now the interest Acima is charging me is more than the actual product itself. *** came into Ashley ********* who partners with Acima, and they stated they escaped it to corporate but I have yet to hear back. The manager for Acima stated this is not the first time shes delt with her representatives not explains the contract thoroughly And the customer ends up paying much more because lack of explains.

  

  Business Response

  Date: 12/06/2023

  We reached out directly to ****************** via phone call and addressed her concerns. As such, we consider this matter closed. If ****************** has further questions or concerns, she may contact our customer service department at **************. 

  Customer Answer

  Date: 12/06/2023

   
  Complaint: 20948910
  
  I am rejecting this response because: as I informed the representative , the date the contract was made it was authorized by A training representative who should have been supervised and was not also  is no longer with the company for personal reasons. The only defense the representative had the day of the call was that I have an early payout option instead of finding another resource. On 12/02/2023 I went into the Acima center and I was left there waiting for A manager for one hour and thirty minutes before I was finally informed no one would be coming in for the day and I got no help In any way until I decided to reach out to the BBB. 
  
  Sincerely,
  
  *****************************

  

  Business Response

  Date: 12/11/2023

  Ms. ******** concern is regarding certain contractual obligations stated in the rental-purchase agreement. Acima conducted due diligence by providing all pertinent information preceding, during, and following its commencement. It was Ms. ******** responsibility to fully review the information provided and seek additional information if necessary. As we have contacted her directly to address her concerns, we consider this matter closed. 
  
  If ****************** has further questions or concerns, she may contact our customer service department at **************. 

  Customer Answer

  Date: 12/12/2023

   
  Complaint: 20948910
  
  I am rejecting this response because: Acima takes this matter as it is closed on their end but in my end it is not. Ive only heard once from them and have yet to hear else. If I have A representative stating to me it will be this or that, they are just about summarizing the contract. Now maybe if an actually trained person was explaining the contract thoroughly then we would all be avoiding this extra hassle. Now I know never again to go through Acima agents because they allow untrained sales agents to close contracts. 
  
  Sincerely,
  
  *****************************

• Initial Complaint

  Date:12/01/2023

  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 April 04, 2023 we purchase a mattress using Acima as our loan company. We only owe $854. They deducting it every week on our bank. I thought that we already done by October but then I chatted with Evelina telling that we didn’t pay our loan on the 1st tier so we are now on the 2nd tier which is doubled the amount of what we owe plus 35% tax every week. I told the lady that they are deducting it every week. And at least sent a message that warning us of what’s gonna happen if we didn’t paid it off. Coz as far as i know when the mattress company recommended acima they said that we’re gonna be done paying it in 5 months. But no. From May 04,2023 and until this date we are still paying them every week. We already paid $1085. And talking to the representative she said we still owe $814 plus tax. But if we paid it off now it’s only gonna be $520. What a rip off!
  I hope you can help us with our complain. I am just a regular employee earning minimum amount the reason why I asked for loan coz I cannot pay it off.

  

  Business Response

  Date: 12/04/2023

  Acima (hereinafter “we,” “us,” “our”) received the complaint filed by Ms. **** through the Better Business Bureau on December 1, 2023. We were unable to locate a lease matching Ms. ****’s identifying information. As such, we are unable to investigate this complaint. For questions, or if Ms. **** would like to assist our agents in locating a lease account associated with her information, she may contact our customer service department by phone at ###-###-####. 

• Initial Complaint

  Date:11/30/2023

  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.

  This company has taken money from my account multiple times. I've never even heard of this company before this, and definitely have never done any kind of business with them. I don't know how they got my banking information, but I would like all of these fraudulent charges removed immediately! Fraudulent charges include but are not limited to:11-30-2023 $34.************* $48.15

  

  Business Response

  Date: 12/01/2023

  **************** did not provide us with sufficient information to locate the charges in question. We request that he contact our fraud department at ****************************** and provide additional information such as, but is not limited to, the account type and the last 4 digits of the account so they may fully investigate his claims. 

• Initial Complaint

  Date:11/30/2023

  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.

  We are refinancing our home and noticed a derogatory comment on the credit report. It was from a company we have never done business with. Acima in Utah. Never heard of this company and yet it reduced my credit score. I don’t know if this was fraud or some mistake but we have never leased anything from this company or any company. I would like this removed from my record as it is embarrassing and a complete mistake.

  

  Business Response

  Date: 12/01/2023

  Acima (hereinafter “we,” “us,” “our”) received the complaint filed by Mr. ******* ***** ********** through the Better Business Bureau on November 30, 2023. Mr. ********** indicates he has reporting from Acima reflected on his credit report that he does not recognize. We were unable to locate a lease matching Mr. **********’s identifying information. We encourage Mr. ********** to reach out to our credit reporting team at [email protected] and provide proof of the reporting so that we may attempt to locate the associated lease and correct or remove reporting if necessary. Mr. ********** may also choose to dispute the reporting through Experian, as they will forward the dispute to us directly so that we may investigate.  
  Mr. ********** may also contact our customer service department by phone at ###-###-#### with any questions. 

• Initial Complaint

  Date:11/29/2023

  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.

  In accordance with the Fair Credit Reporting Act, this creditor has violated my rights under 15 USC 1681 section 602 states I have the right to privacy (15 USC 1681 section 604a section 2) it also states a consumer reporting agency can not furnish on an account without my written instructions under 15 USCS 1666b a creditor may not treat a payment on a credit card account under an open end consumer credit plan as late for any purpose.

  

  Business Response

  Date: 12/01/2023

  Acima (hereinafter “we,” “us,” “our”) received the complaint filed by Mr. ****** ***** through the Better Business Bureau on November 29, 2023. We investigated this complaint and provide the following response.
  
  Pursuant to our records, on October 2, 2019, Mr. ***** entered an independent third-party retailer – My Furnished Place (the “Retailer”) – located in Houston, Texas. While with the Retailer, he applied and was approved for our leasing services. On that same date, he selected property described as " dresser, sectional ottoman,3 bar stools” (the “Property”). Acima purchased the Property, and Mr. ***** electronically entered into a rental-purchase agreement (the “Agreement”) wherein he agreed to rent the Property from Acima. Pursuant to the Agreement, to obtain ownership of the Property Mr. ***** was required to make 12 monthly lease renewal payments of $459.00 before tax, plus an initial rent payment of $0.00, for a total of $5,508.00 (the “Total of Payments”) before tax. This property was purchased as of October 1, 2020.
  
  Mr. ***** alleges “[Acima] has violated [his] rights under 15 USC 1681 section 602 states [he has] the right to privacy (15 USC 1681 section 604a section 2) it also states a consumer reporting agency can not furnish on an account without [his] written instructions.” We believe Mr. ***** is referring to 15 U.S.C. § 1681s–2. We deny any potential allegations that Acima has violated Mr. *****’s rights, as we confirm that Mr. ***** did give his written authorization for credit reporting of his Acima lease by signing the Agreement. Under paragraph 13 of the Agreement titled “Reporting,” “You approve and acknowledge that we may report information about your lease and payment history to credit bureaus.” 
  
  Furthermore, Mr. ***** cites, “15 USC[sic] 1666b.”  To assist Mr. *****’s understanding of our services, Acima is a virtual rent-to-own organization offering an alternative option to financing. Acima offers only one lease model - a lease-purchase agreement. This cited code of law applies to credit cards, or credit vehicles, which does not apply to the relationship between Acima Leasing and its customers. Upon receipt of this complaint, we investigated our reporting of Mr. *****’s lease to Experian and confirm it is accurate in its entirety. Given the information above, there is no correction necessary. Please note that Experian is the only national credit bureau to which we report.
  
  We hope this response assists Mr. *****’s understanding of Acima’s services and the applicable laws therein. As we have thoroughly responded to Mr. *****, we consider this complaint closed. If he has any general questions regarding his account, he may contact our customer service department by phone at ###-###-####. 

• Initial Complaint

  Date:11/27/2023

  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 distressed by the revelation that my nonpublic information has been shared with the three bureaus inaccurately. This has caused severe financial and emotional strain. Under 15 USC **** Section 602, I have the right to privacy, yet my information has been disseminated erroneously.Furthermore, 15 USC **** Section 604 A Section 2 explicitly states that a consumer reporting agency cannot furnish an account without my written instructions. This infringement is a serious breach of my rights. Additionally, under 15 USC **** B, a creditor may not treat any payment on a credit card account as late for any purpose.The account number in question is *******, and I implore immediate rectification of these errors. This situation has significantly impacted my financial standing and well-being. I trust prompt action will be taken to resolve these egregious violations.

  

  Business Response

  Date: 11/28/2023

  Acima (hereinafter we, us, our) received the complaint filed by *********************** through the Better Business Bureau (the BBB) on November 27, 2023. We investigated his complaint and prepared the following response.  
  
  ************** claims that he has an account with ********************** however, we were unable to locate a rental-purchase agreement (the Agreement) associated with **************** information provided in the complaint. We encourage ************** to provide additional information, such as proof of the alleged reporting and/or additional identifying information to us, at ********************************************************* so we may investigate further. 
  
  Acima is a virtual rent-to-own organization offering an alternative option to financing. Acima offers only one lease model - a lease-purchase agreement. ************** alleges Acima is violating 15 U.S. Code ****b. This cited code of law applies to credit cards, or credit vehicles, which does not apply to the relationship between Acima Leasing and its customers. 

  
  ************** refers to 15 U.S.C **** Section 604 A Section 2: states that a consumer reporting agency cannot furnish account information without [his] written instructions. For clarification, Acima is not a consumer reporting agency, rather we are a furnisher of information. However, we confirm all Acima agreements, with an origination date prior to June 1, 2022, contain the following authorization. Pursuant to the paragraph of the Agreement, titled Reporting, You approve and acknowledge that we may report information about your lease and payment history to credit bureaus.  
  
  If ************** believes his identity was used to fraudulently create a lease, we request he file a police report and provide us with a full and complete copy of the same at ******************************* Upon receipt of the requested documentation, we will further investigate his allegation and attempt to locate the lease in question.  Additionally, any potentially inaccurate information will be investigated and removed if necessary. Please note, Experian is the only national credit bureau to which Acima reports.  
  
  **************** desired resolution is for Acima for a correction to a credit report. We cannot ***** this request at this time. ************** has not provided sufficient documentation to fully investigate his claims. We encourage him to take the steps listed above regarding the requested documentation.   
  
  As we are awaiting additional documentation, we consider this complaint closed. If ************** files a police report, as indicated above, he may provide us with a copy at ******************************* Supporting documentation reflecting Acima's information reflected in his Experian credit report may be provided to us at *********************************************************. 

• Initial Complaint

  Date:11/26/2023

  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.

  I entered an agreement with Acima for a washer/dryer set. There was an early pay option to avoid interest. I paid the amount that showed as balance due on my account prior to the early pay deadline date. Months later I was contacted and told additional taxes were added after my payment and I was now past the early pay deadline. My amount owed has now doubled due to interest. Spoke with customer service who explained that they had credited the large amount I paid as advance monthly payments rather than applied it all to the balance. They did this without asking or notifying me. I was not aware until well after the early pay deadline. I have been told there is nothing they can do. This is fraud. The company knew my intention was to pay off my balance and avoid the ridiculous interest charges. They took my money and applied it in a way that would benefit them and leave me on the hook for more than double what I expected to pay for my items. No attempts to contact me were made until well after the early pay deadline.

  

  Business Response

  Date: 11/30/2023

  Acima (hereinafter we, us, our) received the complaint filed by ************************* through the Better Business Bureau (BBB) on November 26, 2023. We investigated this complaint and provide the following response.
  
  ****************** has previously reached out to Acima through the BBB on March 16, 2023, to get assistance with his First Early Purchase Option. Acima responded with a resolution to assist him, but ****************** did not respond to Acima as requested to claim the assistance offered.
  
  ****************** states his intent to avoid interest several times in the complaint. To clarify, Acima does not charge interest. The Total of Payments is determined upon initiation of the Agreement, it does not change or increase. Pursuant to our records, on November 15, 2022, ****************** 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 property described as " Kenmore Front Load (the Property). Acima purchased the Property, and ****************** electronically entered into a lease-purchase agreement (the Agreement) wherein he agreed to rent the Property from Acima. Per the Agreement, in order to obtain ownership of the Property ****************** was required to make 52 weekly lease renewal payments of $49.54 before tax, plus an initial rent payment of $50.00 for a total of $2,626.00 (the Total of Payments). Alternatively, he could execute any other early purchase or termination option outlined within the Agreement.
  
  Additionally, ****************** claims that ... additional taxes were added after [his] payment and [he is] now past the early pay deadline. Acima denies this claim as the customer is advised of tax on their lease in a few different ways. When a customer initiates a payment on our customer portal, the customer is advised of the taxes being applied to the payment which would have been the case on December 29, 2023, when ****************** authorized a one-time payment. Furthermore, our lease agreement notes in Paragraph 2 titled Payments, Acima charges and collects tax with each Renewal Payment when required to do so by your state. Your payment amount may change to the extent the tax rate changes after the date of this Agreement.
  
  We believe ******************** desired resolution is to be allowed to utilize the 90-Day Early Purchase Option (EPO). In the interests of reaching a mutually satisfactory resolution for both parties, we will ***** his request.  We will allow ****************** to immediately make the payment necessary to meet the 90-Day EPO amount, the remaining balance is $48.05 including tax. This resolution will be honored until December 8, 2023. Regular terms and conditions of the Agreement will apply after that date. As this is the second time we have offered this option to ******************, we will not make any further exceptions to the terms and conditions of the Agreement should he choose not to utilize this offer.
  
  As we have provided what we believe to be a satisfactory resolution and addressed ******************** complaint fully, we consider this complaint closed. If he has any general questions regarding his lease or would like to purchase his lease, he may contact our recovery department by phone at **************. 

  Customer Answer

  Date: 11/30/2023

   
  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:11/20/2023

  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 7-14-2023 I went to ********* Tires at ******************************************************** to inquire about repair on a tire. I was informed that the tire could not be repaired and was offered a set of slightly used tires by the owner ***. I agreed and was set with a lease agreement with Acima. At that time I was told that there was a 25% discount if total payment was made within a 90 day time period. However, upon further investigation, I learned that if full payment was not made within the 90 day time period, the lease started from the beginning and all previous payments did not count as repayment. To date I have paid ****** for one lease and ****** on a later lease. No conditions of the lease were made plain to myself or the office manager of Auto Save, *************************. The same thing has apparently happened to other customers of Auto Save. Since being made aware of the business practices of Acima, Auto Save has stopped all business dealing with Acima. I offered to pay my remaining balance but was told that I still owed over $1000.00 per terms of the "new" lease. Please also feel free to contact *****************************, office manager of Auto Save for further verification.

  

  Business Response

  Date: 11/22/2023

  Acima (hereinafter we, us, our) received the complaint filed by ******************************* through the Better Business Bureau on November 20, 2023. We investigated his complaint and provided the following response.   
  
  Pursuant to our records, on July 14, 2023, **************** entered an independent third-party retailer  Autosave Tire Store (the Retailer) located in ***********, *******. While with the Retailer, he applied and was approved for our leasing services. On that same date, **************** selected the property described as a tire sale- $740 4 mount and balance 4 new tire tax (the First Property). Acima purchased the First Property, and **************** electronically entered into a rental-purchase agreement (the First Agreement) wherein he agreed to rent the First Property from Acima. 
  
  On September 12, 2023, **************** again entered the Retailer, located in ***************. While with the Retailer, he applied and was approved for our leasing services. On that same date, **************** selected the property described as a 2 Wheel Hubs (the Second Property). Acima purchased the Second Property, and **************** electronically entered into a rental-purchase agreement (the Second Agreement) wherein he agreed to rent the Second Property from Acima. Acimas leasing product has no interest rates; all costs are disclosed within the Agreement and offered for review before signing.  Acima did our due diligence to ensure **************** was aware the rental purchase agreements are, in fact, a rental agreements with several purchase options. Additionally, **************** was also provided a link to Acimas customer portal, located at *********************************/, where he could log in to view a copy of the First Agreement and the Second Agreement at any time, view the status of his lease, and make payments. 
  
   As a courtesy to the customer, ********************** offers two early purchase options (EPOs); each of which reduces the cost of ownership to the customer and terminates the Agreement earlier than the total scheduled rental renewal periods contained within. The first EPO is a 90-day EPO, which expired on October 13, 2023, for his First Agreement **************** had not met that total as of the deadline, so his lease is continuing for the agreed-upon terms. This option is still available for his Second Agreement and expires December 19, 2023. 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 the remaining Renewal Payments. This option is still available to Mr. ******* Second Agreement and will be throughout the remainder of Mr. ******* rent payment schedule. 
  
  Mr. ******* desired resolution is for "a billing adjustment. We will not ***** this request. We confirm the purchase amounts and payments are fully disclosed within the Agreement, prior to signing, and it was Mr. ******* 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.  
  
  If **************** has any questions or wishes to explore purchase, or termination options that are available to him, we encourage him to contact our recovery department at **************. 

  Customer Answer

  Date: 11/22/2023

   
  Complaint: 20896610
  
  I am rejecting this response because:

  I spoke with an agent, ******, and stated that I was willing to pay the remaining balance totaling $318.80 for both leases. He informed me that it was not an option. I informed him that the remaining balance was all I was willing to pay.

  
  Sincerely,
  
  ***************************

  

  Business Response

  Date: 11/27/2023

  Pursuant to our records, on July 14, 2023, **************** electronically entered into a rental-purchase agreement (the First Agreement) wherein he agreed to rent the property described as a tire sale- $740 4 mount and balance 4 new tire tax (the First Property) from Acima. To obtain ownership of the property **************** was required to make 26 bi-weekly rent renewal payments of $78.87 before tax, plus an initial rent payment of $25.00 before tax, for a total of $2,075.40 (the First Total of Payments) before tax. Alternatively, he can execute any other early purchase or termination option outlined within the First Agreement. 
  
  On September 12, 2023, **************** electronically entered into a rental-purchase agreement (the Second Agreement) wherein he agreed to rent the property described as 2 Wheel Hubs (the Second Property) from Acima. To obtain ownership of the property **************** was required to make 26 bi-weekly rent renewal payments of $24.35 before tax, plus an initial rent payment of $1.00 before tax, for a total of $633.93 (the Second Total of Payments) before tax. Alternatively, he can execute any other early purchase or termination option outlined within the First Agreement. 
  
  **************** states that the remaining balance totaling $318.80. This is not correct. ********************* rent for the time he has the property. 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. **************** may also continue his regular rent renewal payments and obtain ownership after the completion of all rent renewal payments. All costs are disclosed within the First Agreement and the Second Agreement (the Agreements) and offered for review before signing. **************** may review his Agreements located at *********************************/. 
  
  As a courtesy to the customer, ********************** offers two early purchase options (EPOs); each of which reduces the cost of ownership to the customer and terminates the Agreement earlier than the total scheduled rental renewal periods contained within. The first EPO is a 90-day EPO, which expired for the First Agreement, however, this option is still available for the Second Agreement and will be until December 19, 2023. The amount needed to purchase his Second Agreement for the first EPO is, as of today's writing, $260.15 before tax. 
  
  Although the first EPO has expired for his First Agreement, there is a second EPO still available. 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. Meaning, that as rental-renewal payments become due during the lease term, the proportion of the remaining payments subject to the second EPO decreases, as the due payments are excluded. The second EPO is still available for the First Agreement and will be throughout the remainder of ******************** rent payment schedule. The amount required to purchase his Second Agreement for the second EPO is, as of todays writing, $928.97 before tax. Please note, that the second EPO is subject to change. 
  
  We hope this explanation helps **************** understand the function of a rental purchase Agreement and the payoff terms therein. If **************** wishes to utilize the purchase options that are available to him or has further questions regarding his lease, we encourage him to contact our recovery department at **************.
   

  Customer Answer

  Date: 11/28/2023

   
  Complaint: 20896610
  
  I am rejecting this response because: I am not willing to pay more than the stated price of the items
  
  Sincerely,
  
  ***************************

• Initial Complaint

  Date:11/20/2023

  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 told the company acima that I didn’t know anything about them and that someone had my information. They said that I had to get a police report which I did the transaction happened on November 10th but the money didn’t actually get taken out of my account until the 11th or 12th. I contacted them and they’ve had me going through hoops

  

  Business Response

  Date: 11/22/2023

  Acima received the complaint filed by Ms. ******** ******* on November 20, 2023, through the Better Business Bureau, which included a screenshot of the charge she is disputing, and the requested police report.  
   
  We are unable to locate an account in our system with the identifying information provided by Ms. *******. Similarly, we are unable to locate the payment in question. On Ms. *******’s provided report, she indicates the payment was processed via Cash App. Acima does not utilize Cash App, or allow a Cash App account to be added as a payment method. We kindly request that Ms. ******* provide additional identifying details for the transaction, such as the last 4 digits of the bank account or credit card number that was charged. We apologize for any inconvenience Ms. ******* has had when working to get this resolved, and will continue working to get this matter resolved.  
   
  If Ms. ******* has any additional questions, we encourage her to reach out to our fraud team directly at ****************  

  Customer Answer

  Date: 11/22/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:
  
  This clearly came out my cashapp account as a direct debit and took this money out and the last 4 digits on the card is ****

  I have provided yall with this information multiple times and still havent gotten it resolved. 
  
  Sincerely,
  
  
  
  ********* *******

  

  Business Response

  Date: 11/28/2023

  We thank Ms. ******* for providing the additional information. We were able to locate the payment in question, as well as the lease associated with the payment. Upon review, we confirm that the phone number listed as belonging to Ms. ******* in the police report is also the phone number that was provided at the time of application and through which the lease-purchase agreement was signed. We additionally confirm that our fraud team has investigated this lease and determined that the lease was not created as a result of fraud.  
   
  We have turned off automatic payments, Ms. ******* will not receive additional rental payment attempts from Acima. We encourage Ms. ******* to reach out to our recovery department at ###-###-#### for additional information regarding her lease.  

  Customer Answer

  Date: 11/29/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:
  
  The lease that yall say I signed I’ve asked for a copy of the contract this is probably my third time asking for it. Also previously yall said that I didn’t even have an account now all the sudden your saying that I have one so again please provide the contract. I did not sign a contract and whatever was bought never came. So I’m not liable for something that I don’t even have nor purchased. 
  
  Sincerely,
  
  
  
  ********* *******

  

  Business Response

  Date: 12/01/2023

  Ms. ******* may view a copy of her lease-purchase agreement at any time by utilizing the Acima customer portal located at *************************** and logging in. To further assist Ms. ******* with her request, we have mailed a copy of the lease-purchase agreement to her as well.  
   
  We encourage Ms. ******* to reach out to our recovery department at ###-###-#### to discuss options available to her with regards to her claims of non-delivery.  

  Customer Answer

  Date: 12/10/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: Again the complaint wasn't about non-delivery the complaint was it wasn't me who bought also I checked the contract that was sent and all it shows is my name in print no signature by me at all. Also I had to do your job which was contacting the company who I'm "renting" from apparently they know who the person who stole my identity is. so obviously your investigation department didn't do what they said they would. Another thing is that I can't get the address the person who got the stuff because of privacy rights so I will be contacting the police again and have them get it. 
  
  
  
  Sincerely,
  
  
  
  ********* *******

  

  Business Response

  Date: 12/14/2023

  If Ms. ******* files an additional police report providing new details regarding the alleged identity theft, we ask that she provides a copy to us at *************** so we may investigate further. We note that the address provided on Ms. *******’s application for our services matches the address provided on her initial BBB complaint. As Ms. ******* is working with outside parties, we consider this complaint closed absent additional information. 

  Customer Answer

  Date: 12/16/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:
  
  I went through the company that I allegedly purchased from I called them and spoke to them and they said that acima is responsible for all the transactions including the address and the person who got whatever was bought so Acima needs to actually do their job and do the investigation they claim they do. 
  
  Sincerely,
  
  
  
  ********* *******

• Initial Complaint

  Date:11/20/2023

  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.

  11/20/23 I have an active account with **********************. There are no issues with the account . I have done business with them previously with no issue. My issue today is of valid concern. This is not the first time this has happened and prior times I simply deleted the email. However, today I received an email stating verbatim that I had applied for a lease from ******************** and that Acima needed additional information to approve my lease . Acima was identified several times in this email to the extent it is proven that a fraud was trying to be perpetrated. I called Acima in regard to this issue. As I said this was not the first time this has happened but the first time someone identified themselves as ********************* at email ************************ sharing I had applied for a lease at Lone Star Autimotive and they needed additional personal information to get it approved. All this was a lie and no additional lease from Acima was requested by me. My phone call was placed on multiple hold by 3 different agents with the third putting me on 10 holds over 10 minutes and finally said. *************** are you acquainted with ********************? I replied no I'm not and don't even know where they are located. By the way evidently this company was in *****. I've lived in Tennessee for 27 years. The representative put me on hold again and 5 minutes later returned and said **************** are you aware if the application you completed on September 26, 2023? I shared I was not aware of such application because I had never requested it. Another 5 minute hold and he returned stating ****************.. .. that request was from one of our business associates ********************. They were contacting you to offer you the services of their company because you were listed in the Acima files as a contact. My reply was .. the email requested additional personal information on a lease app I had completed at their store. That was a lie evidently regular practice accepted by Acima. Unacceptable

  

  Business Response

  Date: 11/27/2023

  Acima (hereinafter us, we, our) reviewed a recording of the referenced interaction and confirm the following. We accurately clarified to **************** that the email he received was from Acima, not an outside party. We confirm Acima conducted our due diligence, thus we did not approve this application and subsequently rejected it for fraud.  

  If **************** has additional questions or concerns, he may contact our customer service department at **************.