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:11/08/2022

  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 necklace and a pair of earrings form ************** in ***********, ******** and traded a necklace with them. The transaction was done on a Sunday evening right before closing of the mall. They gave me a folded receipt. I noticed Acima's name on the receipt when I got home. I was told that I would put 100 hundred dollars down plus my necklace as exchange. When I got home I realized the third party's name, Acima, was on the receipt. I went to the Jewelry Store the next day to return the merchandise, get my deposit and my necklace. I was told that they dissolved my necklace. An employee from Acima by the name of ****** agreed verbally to receive 900 dollars from me and be done with this ordeal.At this point, I just want an email from Acima to confirm the 900 dollars payment from me with a cashier check. I do not have a debit or credit card. They already received 76 dollars and 82 cents at the time of purchase. As mentioned before, with the payment in full of 900 dollars, no taxes added, I will be done with this issue.

  

  Business Response

  Date: 11/18/2022

  Acima (hereinafter we, us, our) received the complaint filed by ************************************* through the Better Business Bureau (BBB) on November 8, 2022. We are in the process of investigating this complaint and will reach out to ************************** directly once we have completed our investigation and to provide a resolution. In the meantime, we ask that if ************************** has retained any legal representation to provide us with their contact info at ****************************** so we may continue all communications with them. Additionally, if ************************** has any proof of her claims, including the receipt she indicated she received from the retailer, we ask that she provide any and all documentation through the BBBs complaint portal. 
  If ************************** has any additional questions or wishes to provide documentation, she may provide a response to the BBBs complaint portal.
  
  

  Customer Answer

  Date: 11/27/2022

   
  Complaint: 18377352
  
  I am rejecting this response because: I mailed a certified check of 900 dollars payable to ACIMA to settled this issue. ACIMA's partner ************** acquired a broken necklace from me at the time of purchase worth of **** dollars. They refused to return my necklace stating that they already melted it. Therefore I am keeping the merchandise that I paid off.
  Sincerely,
  
  ***********************************

  

  Business Response

  Date: 11/29/2022

  Acima (hereinafter "we," "us," "our") received the rejection of our response filed by ************************************* on November 28, 2022, through the Better Business Bureau (BBB). We have investigated her complaint and provide the following response. Please note, Acima responded to Ms. ************ original complaint by email on November 23, 2022, letting ************************** know that as a result of our investigation, we had canceled her lease and she no longer had any further obligations to Acima. 
  ************************** claims I mailed a certified check of 900 dollars payable to ACIMA to settled this issue. Ms. ************ Agreement with Acima has been canceled, as such, if ************************** did mail a check, it will be returned back to her. 
  If ************************** has any additional questions or concerns, she may provide a response to the BBBs complaint portal.
  
  

• Initial Complaint

  Date:11/06/2022

  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 not responsible for this debt and never been to that place. I am trying to pay or made an arrangement so that it does not affect my credit. Overview You have 68% left to pay on this loan.Balance: $1,090.00 Highest Balance: $1,612.00 Payment History You've made 64% of payments for this account on time.Jan Feb Mar Apr May Jun Jul Aug Sep Oct Nov Dec 2022 CC CC 2021 OK OK OK OK OK OK OK 30 60 OK Paid on Time 30 30 Days Past Due 60 60 Days Past Due 90 90 Days Past Due 120 120 Days Past Due 150 150 Days Past Due BR Bankruptcy RF Repossession / Foreclosure CC Collection / Charge-off N/A ******* Available Monthly Payment Amount $0.00 Current Payment *****************/Charge-off Amount Past Due Account Details Account Number ******* Account Status Charge Off Open Date Apr 3, 2021 Last Activity Feb 1, 2022 Type Lease Responsibility ************************ 30/60/90 Days Late 1/1/0 Months Reviewed 11 Terms Count 12 Term Source Type Provided High Balance $1,612.00 High Credit Creditor Information ACIMA DIGITAL FKA SIMP *********************************************************

  

  Business Response

  Date: 11/07/2022

  Acima (hereinafter us, we, our) received the complaint filed by ********************************* through the Better Business Bureau (BBB) on October 6, 2022. We investigated his complaint and prepared the following response.
  
  ****************** alleges that [he is] not responsible for this debt and never been to that place. Pursuant to our records, on April 3, 2021, ****************** entered an independent third-party retailer My EyeLab (the Retailer) located in ******, *******. While with the Retailer, he applied and was approved for our leasing services. On that same date, ****************** selected property described as 2 pair of glasses+ 1 polirization (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. Pursuant to the Agreement, to obtain ownership of the Property ****************** was required to make 12 monthly rent renewal payments of $132.36 before tax, plus an initial rent payment of $50.00 before tax, for a total of $1,662.21 (the Cost of Lease) before tax. Alternatively, he could execute any other purchase or termination option outlined within the Agreement. 
  
  If ****************** believes that this lease was created as a result of identity theft, we request that he file a police report for identity theft and provide us with a copy of the same at ******************************* Upon receipt of the requested documentation, we will further investigate his identity theft allegation. If it is determined that this lease is in fact fraudulent, we will terminate this lease and remove all reporting of it from the credit bureau. Absent proof of fraudulent activity, we will not terminate the lease or remove our reporting. We paused our reporting of this lease for 30 days while we await the requested information. Please note, Experian is the only major credit bureau to which Acima reports.  
  
  As we are awaiting additional documentation, we consider this complaint closed. If ****************** has any questions or concerns in regard to his Agreement or would like to explore any purchase, termination, or settlement options that *** be available to him, he *** contact our recovery department by phone at **************.
  

• Initial Complaint

  Date:11/04/2022

  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.

  My information was stolen and someone created an account. I contacted them and they refused to stop the charges on my card. Every 2 weeks they take ****** and this has been goin on for months when I call to speak to someone like a supervisor they hang up on me.

  

  Business Response

  Date: 11/07/2022

  Acima (hereinafter us, we, our) received the complaint filed by Ms. ****** ******** through the Better Business Bureau (BBB) on October 4, 2022, alleging identity theft. We investigated her complaint and prepared the following response.
  
  On July 5, 2022, ******************** entered an independent third-party retailer Boost (the Retailer) located in *******, *****. While with the Retailer, she applied and was approved for our leasing services. On that same date, ******************** selected property described as an IPHONE 13 PRO *** (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 26 biweekly rent renewal payments of $126.76 before tax, plus an initial rent payment of $50.00 before tax, for a total of $3,375.60 (the Total of Payments) before tax. Alternatively, she could execute any other purchase or termination option outlined within the Agreement. 
  
  ******************** alleges that Every 2 weeks [we] take ****** and this has been goin[sic] on for months. Although under the Agreement, ******************** is responsible to pay $126.76 before tax until she exercises a purchase or termination option, we confirm she has not met her rent payment obligations to Acima. As of todays date, ******************** lease is 56 days delinquent with a past due rent balance of $656.04 before tax.
  
  ******************** alleges that [she] contacted [us] and [we] refused to stop the charges. She further alleges that when she requests to speak with a supervisor [we] hang up on [her]. Our records do not indicate that ******************** revoked her payment authorization. Nevertheless, upon receipt of the present complaint, we revoked her payment authorization. ******************** will no longer see automatic rent withdrawals from Acima. During an interaction with ******************** on July 29, 2022, she alleged the lease was created fraudulently and we instructed her to contact the police department to report the alleged fraud. ******************** requested to speak to a supervisor and while being transferred, the call became disconnected. ******************** quickly contacted us again and we again instructed her to file a police report. As of todays date, ******************** has not provided us with a police report.
  
  Due to our contact history with ******************** and information received throughout the course of her lease, we believe that this lease belongs to her. However, if she believes the lease to have been created as a result of fraud, we again encourage her to file a police report for identity theft and provide us with a copy at ******************************* Upon receipt of new information or documentation, we will further investigate her identity theft allegation. If it is determined that this lease is in fact fraudulent, we will terminate this lease and refund all payments made. Absent proof of fraudulent activity, we will not terminate the lease or refund payments.
  
  As we are awaiting additional documentation, we consider this complaint closed. If ******************** has any additional questions related to this matter or obtains the requested documentation, she may contact our fraud department at ******************************* If she has any general questions she may contact our recovery department at **************.

• Initial Complaint

  Date:11/01/2022

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I was approved for a lease agreement with Acima Leasing in the amount of $2k for new tires. I was sent a text message 11.1.22 asking me to visit a link to pay the initial payment of $55.05 to start my lease agreement with Acima. I have since attempted payment of the $55.05 numerous times with various cards pre-paid debit, debit, and credit card. Each transaction reports an error of "payment method invalid". I've spoken with various reps at Acima questioning what payment methods are accepted, and why their system will not process any of the transactions. I've even escalated to speaking with a floor supervisor who basically informed me there was nothing he could do to resolve my issue, even after expressing "their accepted payment methods are not processing and are giving the same error code "payment method invalid", as if I did attempt to pay with a non-acceptable payment method". I've also attempted contacting Good Year who the lease agreement is to attempt to cancel the lease agreement. Unfortunately, the tire service was performed, and cannot be reversed, and was informed to either attempt another card payment with Acima of the $55.05, or now pay the full $757 for tire service in order to get my vehicle back. Which my vehicle is my only mode of transportation to and from work, which I'm not able to get to work because of the situation with Acima's broken payment system. I have the $55.05 needed to start my lease agreement with Acima on three different cards now, even cash on hand, if their system would accept my payment, then I can get my car back. I also attempted using a family member's card which payment also failed due to payment method invalid, afterwards Acima left me on hold and disconnected the call. Acima's only solution is for me to locate and beg someone else to use their card to start my lease agreement while good year holds my car.

  

  Business Response

  Date: 11/03/2022

  Acima (hereinafter us, we, our) received the complaint filed by *************************************** through the Better Business Bureau (BBB) on October 1, 2022. We investigated Ms. ********* complaint, contacted her directly by phone, and resolved her concerns. As such we consider this matter closed.

• Initial Complaint

  Date:10/31/2022

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have called as company several times to change an error that was made. They always tell me to call back. They schedule my pay to be every week and its every two weeks. They keep putting my account in the negative. Every time I ask them to change it they tell me I have to call back poor customer service I just feel like at this point they can have back what I got that way. I dont even have to deal with them. Theres no compromising with them people.

  

  Business Response

  Date: 11/01/2022

  Acima (hereinafter us, we, our) received the complaint filed by Ms. *********************************** through the Better Business Bureau (BBB) on October 31, 2022. We investigated her complaint and prepared the following response.
  
  **************************** alleges that [we] schedule[sic] [her] pay to be every week but its every two weeks. As a convenience to our customers, Acima schedules the rent renewal payments based on the paycheck frequency they provide on their application for our services. This is disclosed to customers during the application process, and again during the signing of the lease-purchase agreement (the Agreement). As **************************** indicated that she was paid weekly on Tuesdays on her application, Acima correctly enrolled her in a weekly automatic payment schedule on Tuesdays at the initiation of her lease. As such, we deny her allegation that we committed an error in setting up her renewal rent payment schedule. 
  
  **************************** states that Every time [she] ask[s] [us] to change it [we] tell [her] [she has] to call back. This is correct. **************************** contacted us on October 25, 2022 and October 31, 2022 requesting a rent renewal payment schedule change. Pursuant to paragraph 12 of the Agreement, You maychange your scheduled payment dates, if the new payments coincide with the dates you receive income and do not materially increase the Agreement term. Due to restrictions set in our systems to avoid materially increasing the Agreement term, we have been unable to change the next rent renewal payment to her requested date, November 11, 2022. During the first interaction, **************************** disconnected the call before we could inform her of the soonest she could contact us again to make her requested change. During the second interaction, we advised **************************** that she could request the change as soon as Wednesday, November 1, 2022. As of todays writing, **************************** can contact our customer service department at ************** to make her requested change.
  
  **************************** expresses that [we] can have back what [she] got. If **************************** does not wish to execute a purchase option outlined in the Agreement, she may terminate the Agreement at any time without penalty by returning the property in accordance with our directions, pursuant to paragraph 9 of the Agreement titled, Termination. To exercise this option, we request **************************** contact our customer service department at **************.
  
  We hope this response assists Ms. ************* understanding of her rent renewal payment schedule. If **************************** has any additional concerns related to this complaint, we ask that she provide a response through the BBBs complaint portal. If **************************** has any questions in regard to her lease, she may contact our customer service department at **************.