ComplaintsforAcima

• Initial Complaint

  09/16/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  Fraud Christian, you're approved to lease up to $1,325.00 * at Laia Furniture. Your lease approval is good until: 11/15/2024. You're Almost There! Shop Laia Furniture Choose eligible merchandise up to a total of $1,325.00 *. Your lease approval ID # is *********  Complete your lease agreement Sign the agreement and make your initial payment.

  

  Business response

  09/17/2024

  Acima Leasing (hereinafter “we,” “us,” “our,” and “Acima”) received the complaint filed by Ms. Christian Olowofela through the Better Business Bureau on September 16, 2024. We confirm that on September 16, 2024, Ms. Olowofela contacted us and the application associated with her identifying information was terminated. As the application has been canceled, we consider this matter resolved. If Ms. Olowofela has any additional questions regarding this response, she may contact our processing department at (801) 297-1980. 

• Initial Complaint

  09/16/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  I bought a pair of glasses from ******* *************** back on April 24th, 2024. Cost was $778.00. My insurance paid $458.00. I was responsible for $320.00 & so I agreed to pay the rest with Acima leasing. But I didn't know that I had until July 24th to pay that off with Acima Leasing & now they are STILL charging me ********* ALREADY PAID circa $351.00! And they won't STOP charging me or close my account until I pay ANOTHER $236.68 on 10/09/2024! (And if I pay off this amount EARLY, they will CONTINUE to keep charging me!)

  

  Business response

  09/23/2024

  Acima Leasing (hereinafter us, we, our, Acima) received the complaint filed by Ms. ********* M ******* through the Better Business Bureau on September 16, 2024. We investigated this complaint and prepared the following response.
  
  Ms. ******* alleges she bought glasses from ****** *************** on April 24, 2024. This is not accurate. Ms. ******* elected to use Acimas lease-to-own services, wherein Acima purchased items selected by her and she took possession of the items after entering into a rental-purchase agreement with Acima. To further clarify, on April 24, 2024, Ms. ******* entered an independent third-party retailer ******************** (the Retailer) located in ********* ********. While with the Retailer, she applied and was approved for our leasing services. On that same date, she selected leasable merchandise (the Property). Acima purchased the Property, and Ms. ******* 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 ******************** could elect to make 26 biweekly lease renewal payments of $30.10, plus an initial rent payment of $50.00 for a total of $832.50 (the Total of Payments). Alternatively, she could execute any other early purchase or termination option outlined within the Agreement.
  
  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 prior to the completion of all scheduled rent renewal payments. The first EPO is a 90-Day EPO wherein a customer can obtain ownership of the property within 90 days of receiving the property by paying the disclosed purchase price. Ms. ******* had a 90-Day EPO purchase price of $395.00 which expired on July 23, 2024. Ms. ******* did not execute the 90-Day EPO as such the lease is continuing for the agreed-upon terms.
  
  Ms. ******* alleges, [She] didn't know that [she] had until July 24th to pay that off with Acima Leasing. On April 25, 2024, Acima sent Ms. ******* a Welcome to Acima email which contained links to Acimas Customer Portal, wherein she could view and manage her lease, including her 90-Day EPO expiration date. On May 8, 2024, Acima sent Ms. ******* a reminder email of her 90-day EPO date. Additionally, Ms. ******* was also advised during an inbound call on May 14, 2024, about her 90-day EPO expiration date.
  
  Ms. ******* claims, [Acima is] STILL charging [her] money... As of todays writing, Ms. ******* has not executed an early purchase option. However, we note that on September 17, 2024, she scheduled an early purchase payment for October 9, 2024. Upon this purchase payment being successful, Ms. ******** lease will be closed, and she will no longer have any payment obligations to Acima in connection with this lease.
  
  Ms. ******** desired resolution is for a Refund. We will not grant this request as we confirm she is not entitled to a refund. We confirm the purchase terms were fully disclosed within the Agreement, prior to Ms. ******* signing it.  Further, Acima conducted its due diligence by informing and reminding Ms. ******* of her 90-Day EPO expiration date, and she has not executed an early purchase option.
  
  We hope this response assists Ms. ******** understanding of the Agreement. As we have thoroughly responded to Ms. ******** we consider this complaint closed. If Ms. ******* has any questions or wishes to explore purchase, or termination options that are available to her, we encourage her to contact our customer service department at **************.
  

• Initial Complaint

  09/14/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  Their customer support takes FOREVER to answer a phone call. That’s for starters. I had several mysteriously canceled orders from Acima… after placing them and the “Initial payment” being taken. But I ordered a tv from best buy, and could not pick it up nor would it fit into my car. Somehow the order canceled and I never made it there to even rectify it… but now Acima is saying BEST BUY says I picked it up. Best buy is saying that is not true, local Lawyers are confirming that they cannot charge me for this and local policeman are saying they don’t have any say in this since Acima is a leasing agency and they can’t force them to close the lease out even if they have confirmed I was unable to pick the item up. This entire ordeal has gone on since the end of June… it is now September and they’re sending emails talking about collection and refusing to cancel the lease for an 85” tv that I literally don’t have and COULD NOT pick up. I’m working on my case now but either way I need any and everyone to know that this is a nightmare company and nobody should ever lease with them. Terrible, awful, sickening customer support… and nobody is ever willing to assist.

  

  Business response

  09/16/2024

  Ms. Chaleman alleges she did not pick up the property subject to the lease agreement, however, Best Buy records reflect otherwise. We asked Ms. Chaleman for a conference call with Best Buy to resolve this matter, but she declined.  
  
  Further, Ms. Chaleman alleged her legal representation would be proceeding with filing a lawsuit but refused to provide us with their contact information so we could work with them.  
  
  Given the facts stated above, we deny Ms. Chaleman’s allegation that we are unwilling to assist her and confirm she has refused to cooperate with Acima. 
  
  Pursuant to Ms. Chaleman’s request, we placed a do not contact order on her lease. She will no longer receive communications from Acima. 

• Initial Complaint

  09/13/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I called Acima at 10:46 on Thursday to cancel my agreement and return items. I was told items would be picked up between 12-2 on Friday. No one ever came. I contacted the store (Luxury Home Furniture) they said they don’t know anything about it. I contacted Acima no one picks up the phone now. I just want to return the items. I was under the impression that everything was submitted yesterday.

  

  Business response

  09/16/2024

  Acima Leasing (hereinafter “we,” “us,” “our,” “Acima”) confirms receipt of the complaint filed by Mr. Terrance White through Better Business Bureau on September 13, 2024. We reviewed Mr. White’s lease and confirm he recently spoke to our resolutions department on September 13, 2024, regarding the return. For assistance regarding returns, we kindly request he contact our resolutions department at (801) 297-1986, so we can assist him directly with the matter.  

  

  Business response

  09/20/2024

  Acima Leasing confirms a pickup of the merchandise was completed today, September 20, 2024, and we have been in communication with Mr. White by phone. As such, we consider this complaint closed. We confirm we do not “screen” calls, and Mr. White may contact us at ***** ******** with further questions, or via our chat feature located on acima.com.  

  Customer response

  09/23/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID 22283167, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  Terrance White

• Initial Complaint

  09/13/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Bar stools that was purchased with couch did not work. Tried to return items. Ashley furniture denied return. Trying to surrender couch . I do not want a refund. I do not want couch. I've lost my job and will be filling bankruptcy. Acima will not take my calls .

  

  Business response

  09/17/2024

  Acima Leasing (hereinafter “we,” “us,” “our,” and “Acima”) received the complaint filed by Ms. Carlena Thomas through the Better Business Bureau on September 13, 2024. We confirm that on September 14, 2024, Ms. Thomas contacted Acima and selected a return option. As the return has been addressed, we consider this matter resolved. If Ms. Thomas has any additional questions regarding returns, she may contact our returns department directly at (801) 297-1986. 

• Initial Complaint

  09/13/2024

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  I purchased a cart through Wayfair and returned it within the 30 days. The financing was done through Acima to be payed off interest free in three months. Its been one week since returning it and I’m getting collection calls. A lot of them. I had already paid them $50 and was expecting a refund. I’ve called three times to get this straightened out, once with a three way call with Wayfair. Then again where I was on hold for 30 minutes and gave up. I’m being told as of today I owe $276.00 to them. I need help. These people are loan sharks!

  

  Business response

  09/18/2024

  Acima Leasing (hereinafter “us,” “we,” “our,” “Acima”) received the complaint by Ms. Melanie Miller through the Better Business Bureau on September 13, 2024. Upon the receipt of this complaint, the status of Ms. Miller’s lease has been updated. We confirm Ms. Miller’s has been terminated and we confirm she has no further payment obligations to Acima. Additionally, her refund was initiated September 18, 2024, for the initial payment. 
  
  If Ms. Miller has any questions or concerns in regard to her terminated lease, he may contact our customer service department by phone at (801) 297-1982.
  

  Customer response

  09/20/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID 22282396, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  Melanie Miller

• Initial Complaint

  09/12/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  To whom it may concern I receive a copy of my credit report and found the attach items to be in error .By the provision of the fair credit reporting act I DEMAND these items to be investigated and remove from my credit report.It is my understanding that you will recheck these items with the credit creditor who posted them.please remove any information that the creditor can NOT verify. I understand the under 15 USC section 168IA. They must complete the investigation within 30 days of the receipt of this letter.Please send me an updated copy of my credit report to the address provide.

  

  Business response

  09/18/2024

  Acima (hereinafter “we,” “us,” “our”) received the complaint filed by Ms. Noemi Casas through the Better Business Bureau on September 12, 2024. We received a similar complaint through a separate complaint portal and have provided a full response to Ms. Casas via the alternate complaint portal. If Ms. Casas has additional questions, she may contact our recovery department by phone at (801) 297-1983. 

• Initial Complaint

  09/12/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  On 09/07 I had processed a payment to pay off my lease. On 09/09 I was informed that my payment had failed and to retry the payment with a card as they couldn't take it through the bank account again. I spoke to two different people one via chat and one via phone. Both had said the same thing, that the payment was not going to process and if I wanted my payment to be registered, I would need to make a new one. So I did. I included the screenshot of the payment failed on their end. The next day I wake up to the original charge being processed on my account. So now I have 2 payments on my account that have been debited and I was not expecting this issue to happen. I needed that money to pay other bills and so therefore I can not do so. This is important to me, every time I tried to contact the company they act like their hands are tied, even though I have sent them in documentation showing it has been processed on both accounts. I have spoken to them and they refuse to do anything to fix the issue immediately.

  

  Business response

  09/16/2024

  Acima Leasing (hereinafter “we,” “us,” “our,” “Acima”) received the complaint filed by Mr. David Durrant on September 12, 2024. Mr. Durrant indicates he had two payments for the same amount process, one on September 7, 2024, and one on September 9, 2024. We are currently reflecting one of these payments as failed and one as cleared, and his lease is currently purchased. We request that he reach out to our customer service team at (801) 297-1982 so they can assist him further.  

• Initial Complaint

  09/11/2024

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  9/10/2024 a payment of $660.51 was charged to my bank account, which fully paid off my loan. The next day they attempted to change another regular payment, and since then they have been sending messages saying my payment is late. This is absolutely unacceptable. I completed my financial obligation to this company, any further attempts to collect will be treated as fraud.

  

  Business response

  09/16/2024

  Acima Leasing (hereinafter us, we, our, Acima) received the complaint by *************************************** through the Better Business Bureau on September 11, 2024. Upon the receipt of this complaint, the status of Mr. ********** lease has been updated. We confirm ********************** has purchased the Property and we confirm he has no further payment obligations to Acima.
  
  If ********************** has any questions or concerns in regard to his purchased lease, he may contact our customer service department by phone at **************. 

  Customer response

  09/17/2024

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

• Initial Complaint

  09/09/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I placed an order with wayfair and used Acima lease to own. Ended up paying it off within about 30 days. I returned one of the items and received an email from wayfair that the refund went through and would go to Acima since it was the original form of payment. I have been unable to get a refund from Acima and have been given the run around.

  

  Business response

  09/17/2024

  Acima Leasing (hereinafter “us,” “we,” “our,” “Acima”) received the complaint by Mr. Christa Losee through the Better Business Bureau on September 9, 2024. We investigated this complaint and prepared the following response. Pursuant to our records, we confirm that Ms. Losee’s refund was initiated September 16, 2024. We ask her to allow up to 30 days for the refund to process.
  
  If Ms. Losee does not receive her refund after 30 days or has additional questions, we ask her to contact our resolutions department at (801) 297-1986.

*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. ↩