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:06/18/2025

  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.

  Subject: Formal Complaint and Demand for Removal of Inaccurate Late Payment Reporting by Acima on Experian Credit Report Account #************Dear Better Business Bureau,I am filing this formal complaint against Acima for inaccurate, misleading, and unlawful reporting of my lease account (Account #************) on my Experian credit report. The account is incorrectly reported with multiple late payments and a charge-off status, despite a zero balance and zero monthly payments.These reported late payments occurred during federally declared disaster periods in ********* in 2020 and 2021 (notably Hurricanes ***** and ***). Both federal agencies including **** and the ************************************ (****), as well as Louisiana state emergency consumer protection orders, require that negative credit reporting related to these disaster periods be suspended or removed unless properly verified.Under the Fair Credit Reporting Act (FCRA), 15 U.S.C. 1681 et seq., and other applicable federal and state laws, I demand the immediate removal of all late payment notations on this account ****************************** has failed to provide adequate verification for these late payments.Reporting late payments during the disaster periods violates federally mandated consumer relief measures.The continued negative reporting is inaccurate, incomplete, and damaging my credit.Therefore, I insist that Acima remove all late payment entries associated with this account from my ********************** report immediately, in compliance with the ****, the Fair Debt Collection Practices Act, the Consumer Leasing Act, TILA, and all federal and Louisiana state emergency disaster relief protections.Failure to remove these inaccurate late payments will be reported to the ************************************ and other regulatory authorities for further action.Thank you for your immediate attention to this urgent matter. Please confirm in writing the removal of the inaccurate late payment reporting.

  

  Business Response

  Date: 06/23/2025

  Acima Leasing received (hereinafter “we,” “us,” “our”) the complaint filed by Mr. Luke Naquin through the Better Business Bureau on June 18, 2025. We note that we received an identical complaint through a different complaint forum to which we provided a full response. We direct him to our response via the separate complaint forum.  If Mr. Naquin has further questions, he may contact customer service by calling (801) 297-1982. 

  

  Business Response

  Date: 06/26/2025

  Acima Leasing received (hereinafter “we,” “us,” “our”) the complaint filed by Mr. Devon Martin through the Better Business Bureau on June 18, 2025. We note that we received an identical complaint through a different complaint portal to which we provided a full response. Nevertheless, we provide the following response. 
   
  Mr. Naquin states that the reported late payments occurred during federally declared disaster periods in Louisiana in 2020 and 2021, notably Hurricanes Laura and Ida, and asserts that agencies like FEMA and the CFPB, along with state emergency orders, require suspension or removal of negative credit reporting during such events. However, this is not a requirement. As Experian explains in its article “How Does a Natural or Declared Disaster Impact My Credit?”, consumers must contact lenders proactively, before missing payments, to qualify for hardship options. Mr. Naquin did not inform us that he was affected by these disasters in any of our communications with him. 
   
  Mr. Naquin also claims our reporting of his lease is “inaccurate, misleading, and unlawful.” Upon reviewing his account, we confirm that our reporting accurately reflects his lease history. Per paragraph 13 of his Agreement, Mr. Naquin authorized us to report his lease and payment history to the credit bureaus. We confirm our reporting is compliant with all applicable law. 
   
  If Mr. Naquin has further credit reporting concerns, he may write to us at ATTN: Reporting Compliance, P.O. Box 1667, Draper UT 84020. 

• Initial Complaint

  Date:06/17/2025

  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 writing to notify you of a fraudulent account that has been opened in my name with Acima Digital (formerly known as SIMP). I am a victim of identity theft and did not authorize the opening of this account. Below are the details of the fraudulent account:
  
  Creditor Name: Acima Digital (FKA SIMP)
  Opened Date: 11/16/2020
  Account Number: *******
  High Credit: $5,338.00
  
  I kindly request that you close this account immediately and remove any negative information associated with it from my credit report. Additionally, I would appreciate it if you could provide confirmation of the account's closure and any relevant documentation related to the fraudulent activity.
  
  
  
  Thank you for your prompt attention to this matter.

  

  Business Response

  Date: 06/19/2025

  Acima Leasing (hereinafter “we,” “us,” “our") received the complaint filed by Ms. ****** ******* through the Better Business Bureau (the “BBB”) on June 17, 2025. We investigated her complaint and provide the following response. 
  
  Acima Leasing takes fraud allegations very seriously. We kindly request Ms. ******* file a police report and provide us with a full and complete copy of the same to ***************. Alternatively, Ms. ******* may provide us with a Federal Trade Commission Identity Theft Affidavit (“FTC Affidavit”) Upon receipt of the requested documentation, we will further investigate her allegation. If it is determined that this lease is, in fact fraudulent, we will take all necessary action. No further action will be taken while we await additional documentation. Absent proof of fraud, Ms. ******* remains responsible for the Agreement and the past-due rent amount. 
  
  If Ms. ******* has any additional questions regarding this response or obtains the requested supporting documentation, she may contact our fraud department at ***************. 

• Initial Complaint

  Date:06/16/2025

  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.

  LEASE: ********
  I was advised from a representative (***** *****) of this company to sign my documents on my phone. She promised that I had full flexibility on the website or app to make changes. Payments should have been taken out automatically "monthly".
  As I was going through the documentation...I advised her that it said "bi-weekly" and that is NOT want I wanted to do.
  She adamantly said "this is just to sign the paperwork" and that she already entered in "monthly" on her computer for my payments. She blatantly lied. Im sure I am not the only person she has done this to.
  Ever since that moment... I have been trying to contact ANYONE at this company because they are charging me constantly every 2 weeks.
  YOU CANNOT GET ANYONE ON THE PHONE.
  The line that is dialed will disconnect automatically each and every time.
  I called to end the loan via early buyout and discuss late payments that accrued "unfairly" since you cannot reach anyone at this company.
  They are still charging me, Its TRULY IMPOSSIBLE reach anyone to assist.
  THIS IS PREDATORY.
  I never agreed to biweekly payments.
  Somehow they have me as over 741.52 past due???!!
  They say I have paid 1498.00 so far...
  I could have paid this off but thats the trick...they do not allow it.I DO NOT OWE THAT AMOUNT*
  ****I WAS NOT ALLOWED TO TAKE ADVANTAGE OF THE EARLY PAYOFF PRICE****
  
  They are using predatory tactics with Acceptance Now and they need to be stopped!
  I WANT OUT!! They are Predatory and I am willing to file a lawsuit because all this phone number does is "hang up" the phone and ZERO contact can be made.
  ***The number that is being dialed ************ | M-F 6AM -7pm MT***
  ***No matter what time anyone calls this number will disconnect the call***

  

  Business Response

  Date: 06/18/2025

  Acima Leasing (hereinafter “we,” “us,” “our”) received the complaint filed by Ms. ******** ***** through the Better Business Bureau (“BBB”) on June 16, 2025, regarding her payment frequency and her experience with an Acima Leasing “representative.”  
  Acima Leasing reached out to Ms. ***** directly by phone and reached a resolution. As such, we consider this complaint closed.   
  
  If Ms. ***** has further questions she may contact us at (**** ******** with further questions. 

• Initial Complaint

  Date:06/11/2025

  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 was working with ***** from the Resolution Department after a long struggle with other inconsistencies with other CSR’s. He worked out a plan for my sickness issue to be resolved through a program I had enrolled in when I begin all my leases since the program began available. Now after following *****’s instructions going to make a past due balance payment on the benefits plus program, they denied payment… said I had a payment they were trying to collect is why they couldn’t take it…. called back later now they are saying that program was cancelled from my lease. I did not cancel it. They are avoiding honoring their program after running me in circles, having me get a waiver filled out from my doctor all pointless. Now after all this time they say my past due balance is extremely high, which I can’t pay right now. I’m not paying them another cent unless they honor their program.

  

  Business Response

  Date: 06/18/2025

  Acima Leasing (hereinafter “we,” “us,” “our”) received the complaint filed by Ms. ******** ****** through the Better Business Bureau (“BBB”) on June 11, 2025, regarding her lease amounts. We investigated her complaint and provide the following response. 
  
  We confirm that Ms. ****** doesn’t have any past due B+ payments. She does however have a past due rent balance of $454.23 plus taxes. Ms. ****** can reenroll in Benefits+ at any time. We note that she is currently in communication with our customer service department.  
  
  If Ms. ****** has further questions, she may contact our customer service department at (**** ********. 

  Customer Answer

  Date: 06/27/2025

   
  Complaint: 23457144
  
  I am rejecting this response because:
  

  Dear Acima Leasing,
  
  Following my previous correspondence and the Better Business Bureau's involvement, I am writing to express my extreme dissatisfaction with the handling of my account and the persistent issues I've experienced.
  
  My initial attempt to activate the Accident and Sickness benefit in the Benefits+ program began in April. Despite multiple calls, I was repeatedly placed on hold and experienced significant delays before reaching the resolution department. I was instructed by a representative, *****, to obtain a completed waiver form from my doctor, fax it to Acima, and pay a past-due balance of $23.06. This past-due amount resulted directly from your assurances that payments weren't required during the claims process.
  
  The process was further complicated by delays in obtaining the doctor's form due to holidays and the doctor's illness. Despite faxing the form twice, I was informed it wasn't received and had to email it as well. Subsequently, my payment was refused, and my bank account was overdrafted due to payments being processed while I was actively pursuing my claim a direct contradiction to your earlier statements.
  
  Following repeated attempts to resolve the matter, including a request for a callback, I discovered my Benefits+ program had been canceled due to an alleged 45-day non-payment. This is inaccurate as payments were processed in May. The situation was further exacerbated by the unprofessional conduct of your employees, including instances of being placed on hold for extended periods, receiving false information, and experiencing disrespectful treatment during a stressful time.
  
  The handling of my account has caused significant distress, violated my privacy through the unauthorized collection of medical documentation after program cancellation, and ultimately eroded my trust in your company. I believe the accrued late fees are unjust given the circumstances, and the prolonged ordeal has caused me significant financial and emotional hardship.
  
  Considering the totality of these issues and the breakdown in communication, I propose we settle this matter by voiding the outstanding balance and terminating our business relationship. I am no longer confident in the accuracy of my account balance and believe a fresh start is necessary.

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

  

  Business Response

  Date: 07/02/2025

  We investigated Ms. ******* complaint and confirmed that we are actively investigating the matter brought forth in her complaint. We will reach out to Ms. ******* by phone so we can assist her directly. In the meantime, she may also contact our resolutions department at ************** with any questions. 

  Customer Answer

  Date: 07/02/2025

   
  Complaint: 23457144
  
  I am rejecting this response because:

  They are actively investigating another customers' complaint, that is great for her but not for me. This is not my name. Their response was not directed to me. This response also proves their disregard to their customers care and ability to respond or react appropriately to issues, and to keep their promise to their customers. My issue is not resolved.
  
  Sincerely,
  
  ******** ******

  

  Business Response

  Date: 07/08/2025

  We have tried to reach out to Ms. ****** by phone so we can assist her directly, but there was no answer. We will continue reaching out to her, in the meantime Ms. ****** may also contact our resolutions department at ************** with any questions. 
  

  Customer Answer

  Date: 07/08/2025

   
  Complaint: 23457144
  
  I am rejecting this response because: I am finding our attempts to connect via telephone unproductive. While I have consistently demonstrated my willingness to address this matter by answering calls, and returning calls which I have documented via call recording, these calls frequently disconnect without anyone on the other end. When i am available to answer, I do. This repeated experience, combined with the impression that a reasonable resolution is not being sought, leads me to believe that a different communication method would be more effective.
  To facilitate a more productive and efficient resolution, I propose we continue this discussion exclusively through the Better Business Bureau (BBB). I am confident that this platform will provide a more suitable environment for a constructive dialogue and ultimately, a mutually agreeable outcome. 
  
  Sincerely,
  
  ******** ******

  

  Business Response

  Date: 07/10/2025

  We confirm that on June 3, 2025 there was a Benefits+ (B+) claim submitted for Ms. ******* We show that it was denied. We can resubmit Ms. ******* B+ claim, however she will need to call in and speak with a representative in order to reactivate her B+ membership. Once her membership is reactivated we would be able to resubmit her claim. Please note B+ claims are reviewed by a third party, and Acima Leasing does not guarantee that her claim will be approved. In an effort to further assist we have waived all accrued fees on Ms. ******* lease.  
  We encourage Ms. ****** to call our customer service department at ************** so that we may continue to resolve this matter. 

  Customer Answer

  Date: 07/12/2025

   
  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.

  I will attempt to call in this week in hope that I reach someone to assist. 

  Thank you for waiving the fees. Though some of the info in this letter was new information that I could add to I am standing in good faith that we will resolve this matter  soon. 
  
  Sincerely,
  
  ******** ******

• Initial Complaint

  Date:06/11/2025

  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.

  This company is a scam. I have been trying to make payments for the last couple of weeks and I have been unsuccessful with the site and I'm successful with giving anyone for customer service. My 90-day same is cash is coming to an end and I will like to have this page so that I won't have to the excessive amount of interest. I like for someone to give me a call in time enough for me to meet the 90-day same as cash
  I would also like for the late fees to be removed from my account as I have been trying to pay this bill for a long while now

  

  Business Response

  Date: 06/20/2025

  Acima Leasing (hereinafter “we,” “us,” “our”) received the complaint filed by Ms. ****** ******* through the Better Business Bureau (“BBB”) on June 11, 2025, regarding her lease amounts. We investigated her complaint and provide the following response. 
  
  Acima Leasing does not use or promote the term “same as cash,” this is confirmed on the first page of the Agreement that was presented to her prior to signing. Noted on the face page of the Agreement it is stated, “The Agreement includes a 90 day Early Purchase Option. This Early Purchase Option may be an amount greater than the retailer’s sale price and not “same as cash.” We confirm that Ms. ********* 90 day Early Purchase Option expires on July 4, 2025. 
  
  We confirm that our recovery department has tried to reach out to Ms. ******* via phone call. There was a problem with the phone number we have on file for Ms. *******. They also reached out to her via email. 
  
  If Ms. ******* has any questions or would like to verify the phone number we have for her is correct, we encourage her to contact our customer service department at ***** ********* Ms. ******* may also chat in with our customer service department via the chat feature on *************. Finally, we note that Ms. ******* may also elect to make payments, including exercising her first early purchase option by logging into the Acima Leasing customer portal located at **************************. 

  Customer Answer

  Date: 06/23/2025

  
  
  Complaint: 23456668
  
  
  
  I am rejecting this response. Please confirm the phone number being called. 

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

  

  Business Response

  Date: 06/24/2025

  We confirm that the number that we are calling out to is ************. 

  Customer Answer

  Date: 06/24/2025

  
  
  Complaint: 23456668
  
  
  
  I am rejecting this response because I tried to pay my total balance and the site wasn't working and now suddenly it works when i try yo

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

  

  Business Response

  Date: 06/26/2025

  As Ms. ********* complaint contains no additional call to action, this matter is closed. 

• Initial Complaint

  Date:06/11/2025

  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 writing to formally dispute the account referenced under account number ********* that appears on my ********************** report. This account was opened without my authorization and constitutes fraudulent activity. I have no recollection of applying for or consenting to any agreement with ACIMA DIGITAL FKA SIMP Under 15 USC 1692g (Validation of Debts), you are required to provide verification of the debt or a copy of the judgment if I notify you in writing within *************************************************** documentation proving that I consented to this account. Without a valid, legally binding agreement bearing my signature, there is no basis for this account to exist under my name.Since this account was established fraudulently, I request its immediate removal from my credit report and that any collection activity cease. If you cannot provide proper validation within 30 days, you are required to delete this account from my record and stop further collection efforts.Please confirm receipt of this letter and notify me of the next steps to resolve this matter.

  

  Business Response

  Date: 06/13/2025

  Acima Leasing (hereinafter we, us, our") received the complaint filed by Mr. ****** ****** through the Better Business Bureau (the BBB) on June 11, 2025. We investigated his complaint and provide the following response. 
  
  Acima Leasing takes fraud allegations very seriously. We kindly request Mr. ****** file a police report and provide us with a full and complete copy of the same to ******************************* Alternatively, Mr. ****** may provide us with a ************************ Identity Theft Affidavit (FTC Affidavit) Upon receipt of the requested documentation, we will further investigate his allegation. If it is determined that this lease is, in fact fraudulent, we will take all necessary action. No further action will be taken while we await additional documentation. Absent proof of fraud, Mr. ****** remains responsible for the Agreement and the past-due rent amount. 
  
  As we are awaiting the necessary documentation, we consider this complaint closed. If Mr. ****** has further questions, he may contact our customer service department at **************. 

• Initial Complaint

  Date:06/06/2025

  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 filing this complaint against Acima Credit due to multiple violations of federal bankruptcy law, consumer protection statutes, and harassment by their company or contracted agents.I filed for Chapter 13 bankruptcy on May 15, 20**, in the Eastern District of Michigan Bankruptcy Court (Case #**-45030-mar). Acima was listed in my petition and received proper notice. That means an automatic stay was triggered under 11 U.S.C. 362, legally preventing any collection activity.Despite this, Acima continued to:Call and harass me at work, at home, and via my family and friends.Threaten me with criminal charges, falsely accusing me of defrauding a financial institution.Claim that "Wayne County processors" were contacting me on their behalf yet these processors have never delivered any legal documents. Instead, they made repeated calls to my employer and family members.Continue these actions even after I confirmed my identity on the phone and made it clear I had filed for bankruptcy.This behavior is not only unethical its illegal under the Bankruptcy Code, and potentially violates the Fair Debt Collection Practices Act and the Michigan Collection Practices Act.I am pursuing:A motion for sanctions in bankruptcy court Complaints to the **************************************************************** and possibly the *** Legal counsel to explore a civil lawsuit for harassment and emotional distress Desired Resolution:I demand Acima:Immediately cease all contact with me, my job, and my family Provide written confirmation that they will honor the bankruptcy stay Issue a written apology for the harassment and false legal threats Investigate and formally reprimand the agents and/or processors involved

  

  Business Response

  Date: 06/13/2025

  Acima Leasing (hereinafter us, we, our,) received the complaint filed by Ms. ****** ****** through the Better Business Bureau (BBB) on June 6, 2025. We investigated her complaint and prepared the following response. 
  
  Acima Leasing does not engage in the described behavior. Pursuant to our records, our last contact attempt with Ms. ****** occurred on December 5, 2024. We confirm Collection ****************** is the company associated with this complaint. Ms. ****** may contact them with any questions or requests at ************. We confirm we are no longer reporting Ms. ****** lease or payment history to the credit bureaus. Please note, this cessation of reporting is for reasons other than Ms. ****** submission of a complaint. As we are no longer reporting, we consider this complaint closed. 

• Initial Complaint

  Date:06/06/2025

  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 received a email from Acima on June 4 about an application they received, which l never submitted any application to this company. I called them and spoke to a representative, l told them l received an email in relation to an application l never submitted, the representative asked me my full Name, my telephone number and last 4 of my Social Security Number, l asked them what company submitted this application as l did not, the representative told me to hold, then he came back and said send a email, l told him you already asked me for my information to verify me, l asked him who submitted this application as l never did who was the company, they refused l repeat they refused to tell me. I am filing this complaint for your agency to contact the company so l can get to the bottom of this if someone is using my name or information to gain something.

  

  Business Response

  Date: 06/10/2025

  Acima Leasing (hereinafter “we,” “us,” “our”) received the complaint filed by Ms. ***** ***** through the Better Business Bureau (the “BBB”) on June 6, 2025. We investigated their complaint and prepared the following response.  
  
  Acima Leasing takes fraud allegations very seriously. We kindly request Ms. ***** file a police report and provide us with a full and complete copy of the same to ***************. Alternatively, Ms. ***** may provide us with a Federal Trade Commission Identity Theft Affidavit (“FTC Affidavit”) Upon receipt of the requested documentation, we will further investigate her allegation. If it is determined that this lease is, in fact fraudulent, we will take all necessary action. No further action will be taken while we await additional documentation. Absent proof of fraud, Ms. ***** remains responsible for the Agreement and the past-due rent amount. 
  
  If Ms. ***** has any questions or would like to aid us in locating the lease associated with her information, we encourage her to contact our customer service department at ***** ********. 

  Customer Answer

  Date: 06/11/2025

  
  
  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID 23433384, and find that this resolution is satisfactory to me.
  
  
  
  
  Sincerely,
  
  
  
  ***** *****

• Initial Complaint

  Date:06/05/2025

  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 purchased furniture from Bobs and the payoff price keeps going up $59.00 and when I call customer service in Utah you are re-routed to the store you purchased the items and they have no answer for why I get this charge and when I ask why I have unpaid fees they have no answer. They are making this impossible to pay off purposely to get this lease to go to full term. They need to be investigated and shut down, They are running a scam.

  

  Business Response

  Date: 06/10/2025

  Acima Leasing (hereinafter “we,” “us,” “our”) received the complaint filed by Mr. ******* **** through the Better Business Bureau (“BBB”) on April 4, 2025, regarding his lease amounts. We investigated his complaint and provide the following response. 
  
  On September 17, 2024, Mr. **** went to an independent third-party retailer – Bob’s Discount Furniture (the “Retailer”). While there, he applied and was approved for our leasing services. On that same date, Mr. **** selected furniture (the “Property”). Acima Leasing purchased the Property, and Mr. **** electronically entered into a rental-purchase agreement (the “Agreement”) wherein they agreed to rent the Property from Acima Leasing. Pursuant to the Agreement, to obtain ownership of the Property Mr. **** could elect to make 39 bi-weekly rent renewal payments of $118.33 before tax, plus an initial rent payment of $49.00 before tax, for a total of $4,713.82 (the “Total of Payments”) before tax. Alternatively, he could execute any other early purchase options or termination option outlined within the Agreement. Mr. **** did not exercise his first early payment option, nor has he utilized the termination option by returning the Property to Acima Leasing.  
  
  The Second Early Purchase Option (“SEPO”) stipulates a customer may obtain ownership at any point after the first 120 days, by paying a lump sum payment equivalent to 65% of any remaining renewal payments plus any past-due rent. This means, that as rental-renewal payments become due during the lease term, the proportion of the remaining payments subject to the SEPO decreases, as the due payments are excluded. This option is still available to Mr. **** and will be until the last rent-renewal payment is due. 
  While Mr. **** alleges he has a purchase price that “keeps going up $59.00,” we confirm we reviewed his lease and note that any changes to the purchase price would potentially be due to time elapsing, as the SEPO may change as described above. However, we note that his purchase amount has not increased, but has decreased as he has made regular rent renewal payments. As Mr. **** indicates he has had difficulty reaching an agent, we will attempt calling him directly to assist with any additional questions he may have.  
  We hope this explanation helps Mr. **** understand the payment totals as stated in the rental purchase Agreement and the payoff terms therein. If Mr. **** wishes to utilize the purchase options that are available to him or make up his past-due balance, we encourage him to contact our customer service department at ***** ********. 

  Customer Answer

  Date: 06/11/2025

  
  
  Complaint: 23432337
  
  
  
  I am rejecting this response because:

  Based on this if I Pay 65% of the payoff balance which is $1116.40, that would make a payoff of $725.25 + tax would make the payoff $783.27.

  The Second Early Purchase Option (“SEPO”) stipulates a customer may obtain ownership at any point after the first 120 days, by paying a lump sum payment equivalent to 65% of any remaining renewal payments plus any past-due rent. This means, that as rental-renewal payments become due during the lease term, the proportion of the remaining payments subject to the SEPO decreases, as the due payments are excluded. This option is still available to Mr. **** and will be until the last rent-renewal payment is due.

  I am willing to pay in one payment on July 3rd, 2025 $783.27

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

  

  Business Response

  Date: 06/13/2025

  Acima Leasing received the rejection filed by Mr. **** through the Better Business Bureau on June 12, 2025. We note we attempted to reach out to Mr. **** directly, but were unable to get in contact with him.  
  
  To clarify, as of today’s writing, if Mr. **** continued his regular rent renewal payment schedule, he would pay a total of $2,477.18 before tax. He may purchase his lease today for the second Early Purchase Option, by making a lump sum payment totaling $1,116.41 before tax. As indicated in our prior response, this amount is subject to change. We encourage Mr. **** to access the Acima Leasing customer portal at ************************** to view the current purchase options available to him. An additional discount is unavailable, as proposed by Mr. ****.  
  
  Mr. **** may contact our customer service department at (801) 297-1986 with further questions.  

  Customer Answer

  Date: 06/16/2025

  
  
  Complaint: 23432337
  
  
  
  I am rejecting this response:. If they remove the three (3) $59.00 dollar payments totaling $177.00 that they added to my payoff amount I will be happy 

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

  

  Business Response

  Date: 06/17/2025

  Mr. **** requests the removal of $177.00 in lease cost. We reviewed this request and have elected to grant it. To assist, we applied rent credit of $177.00 towards Mr. ****’s lease. This means the amount of $177.00 is considered as paid on his lease, Mr. **** can log into his Acima Leasing customer portal at ************************** and this credit will be reflected in his payment history.  
  Mr. **** may contact our customer service department at ***** ******** with further questions.  

  Customer Answer

  Date: 06/17/2025

  
  
  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID 23432337, and find that this resolution is satisfactory to me. Thank you.
  
  
  
  Sincerely,
  
  
  
  ******* ****

• Initial Complaint

  Date:06/05/2025

  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 overpayed way to much for items I got on credit and made more than enough payments to cover the cost of items that I should now own but acima is still trying to charge me $500.00 that is outrageous and terrible customer service.

  

  Business Response

  Date: 06/09/2025

  Acima Leasing (hereinafter “we,” “us,” “our”) received the complaint filed by Mr. **** ********* through the Better Business Bureau (“BBB”) on June 5, 2025, regarding his lease amounts. We investigated his complaint and provide the following response. 
  
  On February 27, 2025, Mr. ********* went to an independent third-party retailer’s website – Best Buy (the “Retailer”). While on the Retailer’s website, he applied and was approved for our leasing services. On that same date, Mr. ********* selected a Microsoft - Xbox Series X 1TB Console - Carbon Black Microsoft - Elite Series 2 Wireless Controller for Xbox One, Xbox Series X, and Xbox Series S - Black Turtle Beach - Stealth™ 700 Gen 3 Wireless Amplified Gaming Headset for Xbox Series X|S, Xbox One, PC, PS5, & Mobile with 80-Hr Battery - Black Sales Tax Shipping Charges Discount (the “Property”). Acima Leasing purchased the Property, and Mr. ********* electronically entered into a rental-purchase agreement (the “Agreement”) wherein they agreed to rent the Property from Acima Leasing. Pursuant to the Agreement, to obtain ownership of the Property Mr. ********* could elect to make 12 monthly rent renewal payments of $72.33 before tax, plus an initial rent payment of $10.00 before tax, for a total of $1880.55 (the “Total of Payments”) before tax. Alternatively, he could execute any other early purchase options or termination option outlined within the Agreement. Mr. ********* did not exercise his first early payment option, nor has he utilized the termination option by returning the Property to Acima Leasing. 
  
  We confirm Mr. ********* elected to utilize our services, and agreed to the terms and conditions, including all purchase options contained therein. As of today’s writing, Mr. *********’s lease is 73 days delinquent and has a past due rental renewal amount of $468.31 before tax. Moreover, the only payments Mr. ********* has made is the $10.00 initial rent payment and two-one time payments totaling $112.33 before tax. 
  
  We note Mr. ********* applied directly for Acima Leasing’s services via our website. Acima Leasing provided clear disclosures at the time of application, including a pop-up which explicitly states that we offer a leasing program and provides a calculator for customers to estimate the cost of leasing. To sign the lease, Mr. ********* was sent a text message to the phone number on his application, which provided a link. Upon clicking the link, Mr. ********* was provided a breakdown of the costs of leasing, including the Total of Payments, his rent renewal payment amounts and frequency, as well as the first early-purchase option amount. Mr. ********* was then provided a full copy of the Agreement and encouraged to review it prior to signing. Subsequently we have emailed Mr. ********* several reminders, including a welcome email and first early-purchase reminder email, which also includes key information regarding his lease terms and how to utilize the first early-purchase option. It was Mr. *********’s responsibility to review the Agreement prior to signing, and review the communications provided to him. 
  
  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 Mr. ********* may obtain ownership for less than the Total of Payments. The 90-day EPO expires on May 31, 2025, and the lease is continuing for the agreed-upon terms. The second EPO stipulates that Mr. ********* can obtain ownership at any point after the first 90 days by paying a lump sum payment equivalent to 65% of any remaining rent renewal payments. This option is available to Mr. ********* and will be until the end of the lease rental period.  Please note, the expiration of Mr. *********’s first 90-Day EPO does not constitute an increase to his payment obligations. It simply means this option would be no longer available. The Total of Payments as well as all other terms and conditions were set forth at the initiation of the Agreement, and have not and will not change. 
  
  If Mr. ********* has any questions regarding the purchase or return options available, he may contact our customer service department at ************.