Complaints

This profile includes complaints for Acima's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Acima

  PO Box 1667 Draper, UT 84020-1667

  
• 

  Acima

  13907 Minuteman Dr 5th Floor Draper, UT 84020

  

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:05/25/2023

  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.

  This company has been debiting money out of my businesses checking account for the past few months. It has been over $500 to date. I have not made any purchases through this company. I tried to contact them numerous times giving them all my personal information such as name, address, social, etc and they say that the information on file isnt matching what they have on record and refuse to give me any information as to what the purchase was, how much it was for, or anything whatsoever. I am either being scammed by this company, or someone stole my identity and is making fraudulent purchases. Either way, I cannot get any help from them up to this point, so now I am taking it to this level. I want my account to stop being used fraudulently, and want my money back.

  

  Business Response

  Date: 05/26/2023

  *********************************** alleges bank fraud. Acima takes fraud allegations very seriously. We request ******************** file a police report and provide ** with a full and complete copy of the same so we may continue our investigation of this lease. We request they send a copy of the police report, which must include Acima as an affected account, to ******************************* Additionally, we request ******************** provides ** with a copy of his official bank statement that shows the charges in question. Upon receipt of the requested documentation, we will further investigate their allegation. If it is determined that fraud has taken place, we will terminate the affected lease and refund all payments. Absent proof of fraudulent activity, we will not terminate the lease or refund any payments.
  As we are awaiting additional documentation, we consider this complaint closed. ******************** may contact Acima customer service at ************** with any additional questions.
  
  

• Initial Complaint

  Date:05/24/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Acima was sent two checks to payoff two lease agreements. One was in my wife's name, and one was in my name. Acima processed the checks against the wrong lease accounts, resulting in an underpayment on one, and an overpayment on the other. I called the company, they acknowledged the overpayment and stated their would be a refund check sent to me within 30 days. I called 24 days later to check on status, and was asked to verify my address. They stated they had been trying to contact me to verify the address, which I have not received. They stated it would be ANOTHER 30 days to process the refund owed to me, since they weren't able to verify my address. The address of which was used on the original lease, there were multiple times I called to discuss the issue when it was occurring, and they failed to "verify" my address during all of those conversations. I had to double pay the underpaid lease to avoid very LARGE lease agreement fees going into effect due to the 90 day period for same as cash expiring. I requested for the processing to be expeditated since we have already waited 24 days, and was quoted 30 days, and was told there was nothing they could do, and no way to resolve the issue. That I had to wait another ********************************************** writing, since I have been told bad information via phone with nothing tangible to hold them accountable to, and was told I could not have anything in writing.

  

  Business Response

  Date: 05/31/2023

  We confirm the check for ************************** lease was received on May 1, 2023, and applied to his lease. Pursuant to our internal policy, Acima was obligated to wait for the check payment to clear prior to being able to issue a refund for any overpayment. Once the check cleared, we were able to get in contact with the authorized third party on the lease and verified the address for the refund check to be mailed to on May 24, 2023. The request for a refund was submitted on May 30, 2023. We respectfully request that ************************ allows 5-7 business days for the check to arrive. ************************ may contact Acima at ************ with any additional questions or if they have not received the check within 7 business days.

• Initial Complaint

  Date:05/23/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I recently got approved through acima and bought furniture through a local store Wednesday of last week. BE CAUTIOUS because they dont tell you your payment and it's every two weeks instead of monthly. It's $165 BIWEEKLY for a year for $1900 purchase. Called and they said "it's in your lease agreement with no solution after asking to switch it monthly as I planned on trying to pay it off early anyways. Not the one I signed, but the one I sent it's in there. But the initial documents I signed did not say it would be taken out twice a month. And if I return the furniture they said I'd still be responsible for the amount interest included. Sad, greedy people. Trying very hard to get out of this. But hard when now I'll be living maybe check to check. Sneaky, greedy, and just plan sad how companies work.

  

  Business Response

  Date: 05/24/2023

  ************************* entered into a written contract in the form of a lease-purchase agreement that contained all disclosures mandated by applicable state law.
  Acima transactions are not financing arrangements or loans. Acima purchases the merchandise selected by the customer from the retailer, and then rents the merchandise to the customer through a terminable lease-purchase agreement that contains the disclosures as required by applicable law. Acima has attempted to review the terms of the Agreement with **************. Despite our best efforts to address Ms. ****** concerns, we are unable to reach a resolution to this matter. As such, we consider this complaint closed. ************** may contact ** at **************  with additional questions.
  
  

• Initial Complaint

  Date:05/20/2023

  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 stole and theres an account on ********************** which I didnt ope up I filed police report etc

  

  Business Response

  Date: 05/26/2023

  Mr. ********************* alleges identity theft. Acima takes fraud allegations very seriously. We request ************ file a police report and provide us with a full and complete copy of the same so we may continue our investigation of this lease. We request they send a copy of the police report, which must include Acima as an affected lease, to ******************************* Or, ************ may provide ** with a ************************ Identity Theft Affidavit (FTC Affidavit). Upon receipt of the requested documentation, we will further investigate their allegation. If it is determined that this lease is in fact fraudulent, we will terminate this lease. Absent proof of fraudulent activity, we will not terminate the lease.
  As we are awaiting additional documentation, we consider this complaint closed. ************ may contact Acima customer service at ************** with any additional questions.
  
  

• Initial Complaint

  Date:05/17/2023

  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.

  I leased items through Acima. The lease agreement stated a total amount to be paid but once the products were returned the balance was still very high. There were fees on the rental agreement that were no on the total payments list on the contract. Meaning I will pay nearly double for something that should have been paid off entirely with money left over. The agreement and leasing paperwork are highly deceptive and misleading to consumers.

  

  Business Response

  Date: 05/18/2023

  *************************** entered into a written contract in the form of a rental-purchase agreement that contained all disclosures mandated by applicable state law.
  Acima transactions are not financing arrangements or loans. 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. Acima has attempted to review the terms of the Agreement with ****************. Despite our best efforts to address Mr. ******* concerns, we are unable to reach a resolution to this matter. As such, we consider this complaint closed. **************** may contact ** at ************** with additional questions.
  
  

• Initial Complaint

  Date:05/08/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a mattress from mighty mattress. At the time not all funds were available so I leased from acima. They charged me an initial fee of ***** to get this lease. I did not get to see or read this lease until 2 days after my mattress was delivered. Mighty mattress charged me **** and forwarded all info to acima. On going to pay off my lease, I was charged a purchase fee of $25 for early purchase and I was taxed as well. I was told from mighty mattress that the **** was full purchase price. I want my ***** refunded to me, as it was not explained I would incur these fees. I purchased on 4/30/2023 and didn't get lease info until 05/03/2023. Documents of proof were uploaded.

  

  Business Response

  Date: 05/15/2023

  We have contacted ********************************************* and addressed his concerns. As such, we consider this complaint closed. *************************** may contact ** at ************** with any additional questions related to this closed lease.

• Initial Complaint

  Date:05/04/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am reporting this review to BBB due to the fact this company allowed Identity Theft to occured using my name/SS#/DOB. I received a text message on 4/27 from ACIMA that I had an application that was accepted. I immediately (minutes later) called ACIMA to report this as fraud. They did nothing, but give me an email address. I received another text stating that I received merchandise from Contemporary EyeCare in ******* **, while I am in *********. I called Contemporary Eyecare and spoke with someone regarding it. She said that she called ACIMA at the time the man was applying for the loan, because he was being suspicious and could only provide a passport that had a woman's name on it. She told them specifically she thought this was fraud. She spoke to 4 different individuals. The last one told her SHE HAD TO GIVE THEM THE MECHANDISE since they passed the application process. They were approved for over $2,000 worth of merchandise. Acima told me I had to file a police report and I did that an hour later. Since then, I have provided them with the police report and bank statements due to them taking $111.54 dollars out of my account for this fraudulent account that was set up by a man in ******* ** and I live in ** and I am a woman. You would think a place giving a loan out for thousands of dollars would require more idenitifcation than just a fake passport and be required to give proof of residence. ** the email from the ACIMA fraud department - they stated they do not have enough information to prove this account to be fraudulent - even though staff at ACIMA spoke with the women at Contemporary Eyecare when it happened stating they suspected this was fraud. They also have VIDEO Evidence this was not me at Contemporary Eyecare. I filed the police report one hour after it happened in the state of ********* and the crime happened in ******** over 12 hours away from me.

  

  Business Response

  Date: 05/12/2023

  Ms. ******************** alleges identity theft. Acima takes fraud allegations very seriously. We have investigated this lease and determined that this lease was created fraudulently. As such, we have terminated this lease.
  As we have terminated this lease and refunded all payments, we consider this complaint closed. **************** may contact Acima customer service at ************** with any additional questions.
  
  

• Initial Complaint

  Date:05/03/2023

  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.

  Acct. #******** My first payment on this acct was 1 Apr 2023. The pymt is $125.21, in which I paid. My next payment was due 1*** 2023. When I went into my account I saw my acct said I owed $105.22, so I paid it. I went back into my acct and it said I still owed a balance, then I got an email saying I owed a balance of $44.99, so I immediately paid that. Both payments cleared in my bank acct. So I paid $150.21 total for a *** payment. Now I am thinking I am done with *** payment. Now they are telling me I owe ****** for ***, to become current and put me in collections. I asked why. I look on my account and it says ****** +tax due 1 June and ****** payoff by 27th ***. I had no idea I was on auto pay so they ran *** payment thru primary acct, which declined it, because I was using my secondary payment acct method, which I did use to pay on 1 ***. When I called to find out why they saying I owe *** payment, I am told I am in collections. I am not going to pay another *** payment.

  

  Business Response

  Date: 05/10/2023

  We confirm ******************** two one-time payments for May 2023 were successfully processed as of May 5, 2023, and the lease is once again current with the next rent-renewal payment due on June 1, 2023. As such, we consider this complaint closed. If ****************** would like to exercise the 90-Day early purchase option (EPO), she may do so by tendering to ** $313.70 before tax, by May 27, 2023. To execute the 90-Day EPO, ****************** can make the payment online at *****************************************, or she may contact ** by phone at ************** or by chat at ************************************. Furthermore, ****************** may contact ** at ************** with any additional questions.

  Customer Answer

  Date: 05/11/2023

   
  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:05/02/2023

  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.

  I have several contracts thru this Company. I understand fees can be pricey, but the service is convenient. As i have had several contracts, i understand how the process works..and i have even paid 2 contracts early taking advabtage of the 90 day, "same as cash" or early payoff amount .My current issue is that as i was going to pay off my most current contract early, the amount owed did NOT match up to the amount paid. i was told that appoc $10 dollars per month was going to a "benefits plus" package, that i had NO idea i was paying for, nor did not authorize. This is my 5th contract wirh Acima. I have NEVER authorized or accepted this "Benefit plus" package. This unauthorized package has cost me an addiional $10 per month, for a total of $50 to date, and is costing me an additional $50 more to pay off than i anticipated. Again, i did NOT knowingly agree to this package, had NO idea it was even available, and to this date do no even know what it entails. All i am asking for is to be able to make my early purshase payment of approx $422 minus the $50 i never knowingly agreed to..and no supervisor will allow me to do so..and had put me for a "Manager Callback" that *** take 3 to 5 "business days" which will put at or 1 day past my early payoff deadline I ask that a Manager call me ASAP, review my 4 prior leasing contracts to this one, take note that i NEVER accepted this "benefits plus" package prior to this one, and use common sense judgment that if i DID elect it on this contract, it was unintentional on my part, or a glitch in the online app, and apply $50 credit to my early puchase ammount making it approx $372, as a gesture of goodwill to a loyal customer who has untilzed this service 5 times in the past...and that HAD planned on utilIzing this service again, prior to this situation.

  

  Business Response

  Date: 05/04/2023

  We have contacted *************************** and reached a resolution to the complaint. As such, we consider this complaint closed. ************** may contact us at ************** with any additional questions.

• Initial Complaint

  Date:04/28/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a PlayStation 5 from cpr cell using Acima credit which they recommended. The terms were not clear and the early purchase option was not explained properly. Now I have already paid for them 3x the value of the item. ($1500) I have more than paid for this item and find it ridiculous that they are still trying to collect another $1800

  

  Business Response

  Date: 05/08/2023

  We contacted ********************************* and reached a resolution to the complaint. As such, we consider this complaint closed. ******************** may contact ** at ************** with any additional questions.

  Customer Answer

  Date: 05/08/2023

   
  Complaint: 19994159
  
  I am rejecting this response because:
  We did not come to a resolution- all they said was I should return the merchandise or pay an early payment to satisfy the lease. They did not care that the merchant misrepresented the lease terms. I am not satisfied with this and do not except this. 
  Sincerely,
  
  *****************************

  

  Business Response

  Date: 05/15/2023

  Acima (hereinafter us, we, our) received the rejection of our response through the Better Business Bureau (BBB) on May 8, 2023. When speaking with ********************, she indicated her complaint was against CPR Cell Phone Repair (the Retailer), claiming they misrepresented the lease terms. However, ******************** has not explained how the Retailer allegedly misrepresented the lease terms. Nevertheless, Acima works hard to ensure our partnered retailers are representing Acima's services correctly. We informed ******************** we would open an investigation into the Retailer. We confirm we have opened an investigation and will take action as necessary. As such, we deny her allegation that we do not care that the merchant misrepresented the lease terms. 

  
  On November 5, 2022, ******************** entered the Retailers location in **********, *******. While with the Retailer, she applied and was approved for our leasing services. On that same date, ******************** selected property described as a playstation 5 (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. Alternatively, she could execute any other purchase or termination option outlined within the Agreement.

  
  On November 6, 2022, Acima emailed ******************** a Welcome to Acima email which disclosed several lease details. Additionally, on November 18, 2022, Acima emailed ******************** an Acima Early Purchase Option Reminder email. These emails were sent to the address ******************** provided during the application process and listed on this complaint. We can also confirm that these emails were opened by the recipient on the same day they were sent.

  
  Given the facts stated above, Acima conducted due diligence by providing all pertinent information prior to allowing ******************** to sign the Agreement and during the course of her lease. If ******************** has additional questions, she may contact Acima at **************.
  

  
  

  Customer Answer

  Date: 05/15/2023

   
  Complaint: 19994159
  
  I am rejecting this response because:
  Their lease terms are deceiving and were not explained by the merchant representing the company. No consumer should be misled into paying more than 4x an items actual value. 
  

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

  

  Business Response

  Date: 05/18/2023

  Acima (hereinafter us, we, our) received the second rejection of our response through the Better Business Bureau (BBB) on May 15, 2023. In this response, we will only address any new allegations.
  
  ******************** alleges the lease terms are deceiving and not explained by the merchant. We assure ******************** that Acimas agreement and procedure were developed under and comply with the ******* Rental-Purchase Agreement Act (** Stat. ******** ********). Further, we note that ******************** previously alleged the Retailer misrepresented the lease terms. Regardless, we have an ongoing investigation into the Retailer. 
  
  ******************** missed the 90-Day Early Purchase Option (EPO) outlined in the Agreement, which appears prompted her complaint. As explained in our previous response, Acima conducted due diligence by providing all pertinent information prior to allowing ******************** to sign the Agreement and during the course of her lease. ******************** opened both the Welcome to Acima and the 90-Day EPO reminder email in November of 2022, which contain the 90-Day EPO. Thus, we can safely assume she was aware of the 90-Day EPO expiration date. However, our records indicate that she first contacted ** to question the lease terms several weeks after the expiration of her 90-Day EPO.
  
  Upon receipt of this complaint, we attempted to review the terms of the Agreement and the remaining purchase and termination options with ********************. Despite our best efforts to address her concerns, we are unable to reach a resolution to this matter. We determined ******************** is not entitled to a billing adjustment, as such, we cannot ***** her request and consider this matter closed. If ******************** has additional questions or would like to terminate her lease pursuant to paragraph 9 of the Agreement, she may contact Acima at **************.