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:04/19/2023

  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.

  August 2022 I had purchased a mattress and frame from a local store using acima to make payments. I had chose acima because I was informed that there was a "return anytime with no further obligation" clause. As my contract states also. A few months ago I had contacted Acima in an attempt to return the merchandise as I could no longer afford to make the weekly payments. They informed me that I was unable to return the merchandise due to being in **. However the contract that I signed was ** specific and states NOWHERE that it is unable to be returned. It still states the same "return anytime with no further obligation" I feel as though I should not be financially liable for them not honoring their contract. I am currently waiting on a copy of my lease agreement to attach. However my account number I'm contacting in regards to is ********.

  

  Business Response

  Date: 04/29/2023

  Acima (hereinafter us, we, our) received the complaint filed by Mr. ********************* through the Better Business Bureau (BBB) on April 19, 2023. We investigated his complaint and despite numerous attempts to reach out to ************** directly by phone, we were unsuccessful. Without the ability to communicate with **************, we are unable to resolve this complaint. As such, we consider this complaint closed. ************** may contact Acima at **************, so we may discuss with him our proposed resolution.

  Customer Answer

  Date: 05/01/2023

   
  Complaint: 19958368
  
  I am rejecting this response because:
  I have on multiple occasions spoken with representatives and not ONCE did anyone offer to return the merchandise as clearly stated in my contract. This can be resolved by working out a return method from the first time I have called about the issue.
  Sincerely,
  
  *********************

  

  Business Response

  Date: 05/01/2023

  Acima (hereinafter us, we, our) received the rejection of our response filed by Mr. ********************* through the Better Business Bureau (BBB) on May 1, 2023. As of todays date, ************** has not returned our call to resolve this matter. Without the ability to communicate with **************, we are unable to resolve this complaint. We request that ************** contact Acima at ************** at his earliest convenience, so we may discuss with him our proposed resolution.

• Initial Complaint

  Date:04/18/2023

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On Feb 17th the pay off for my lease agreement on a mattress was ******. I went on their app and paid this amount however the amount was processed as a "payment" not payoff. I was told this cannot be reversed to make it a payoff as it was supposed to be and now the payoff 2 months later is over $200. They are scamming people and will not do anything to resolve the issue.

  

  Business Response

  Date: 04/21/2023

  Acima (hereinafter us, we, our) received the complaint filed by ************************* through the Better Business Bureau (BBB) on April 18, 2023. We contacted ************ and reached a resolution to the complaint. As such, we consider this complaint closed. ************ may contact ** at ************** with any additional questions.

• Initial Complaint

  Date:04/17/2023

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am writing to file a complaint regarding a credit reporting issue with ACIMA DIGITAL FKA SIMP. I have been attempting to dispute an item on my credit report with this company every month since December, but to no avail. Despite my repeated attempts to resolve the issue, the company has not been compliant with the US codes I mentioned in my dispute.I believe that ACIMA DIGITAL FKA SIMP has violated the Fair Credit Reporting Act (FCRA) and other applicable regulations by failing to properly investigate and respond to my dispute. Specifically, I have provided the company with clear evidence that the item in question is inaccurate and should be removed from my credit report. However, the company has not taken appropriate action to correct the error or provide me with a reasonable explanation for their actions.I am extremely frustrated with the lack of response fromACIMA DIGITAL FKA SIMP, and I feel like I have no choice but to seek legal action if this matter is not resolved promptly. I am willing to provide any additional information or documentation that *** be necessary to address this issue.I am asking the Better Business Bureau to investigate this matter and take appropriate action to ensure that ACIMA DIGITAL FKA SIMP complies with all relevant regulations and resolves this issue as quickly as possible.Thank you for your attention to this matter.

  

  Business Response

  Date: 04/18/2023

  Acima (hereinafter us, we, our) received the complaint filed by ******************************* through the Better Business Bureau (BBB) on April 18, 2023. We investigated his complaint and prepared the following response.
  
  **************** alleges [he has] been attempting to dispute an item on [his] credit report with this company every month since December, but to no avail. This is not accurate. Upon receipt of the present complaint, we reviewed our dispute record and confirmed we provided a timely response to each indirect dispute we received on behalf of ****************. With each indirect dispute, we thoroughly reviewed all available information in all systems of record at Acima that could contain information relevant to the dispute, including documentation provided by *****************
  
  **************** listed desired settlement is for a correction to his credit report. Upon receipt of the present complaint, we investigated our reporting of **************** lease and did not identify any inaccuracies in our reporting. Further, we confirm our reporting of this lease is authorized under the rental-purchase agreement **************** entered with Acima. As such, we consider this complaint closed. **************** may contact Acima at ************** with additional questions.
  

• Initial Complaint

  Date:04/14/2023

  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.

  On 4/12/23 I spoke to Acima customer in reference to a text message saying I was late on a payment . The customer service representative said my first initial payment back on 12/16/22 was unsuccessful due to bank account doesnt match the name on file. The customer service representative said I occur lates fee due to the payment. When making this agreement I provided my state Id , a voided check and my debit card.. ******** account provided was correct and accurate. I agreed to pay the past due payment , as long as the late fees were waive the customer service rep said as long as I make the payment the fees would be waived and my next payment would be on 4/21/23. I received a message today 4/14/23 saying I still owe all these additional fees . I then call Acima again and spoke with ******* S saying the fees could not be waived he did not know why his coworker said that . I then spoke to the manager ***** C ******. He said that I was receiving late fees for my automatic payments , they were coming late. I said if they are automatic payments how are they late ? I asked him if I can provide bank statements showing that the money was available will the fees be waived . He said he couldnt answer that question. I asked if they stop the automatic payments and call in on the due dates will I be charged , he said he couldnt tell me that .

  

  Business Response

  Date: 04/24/2023

  Acima (hereinafter us, we, our) received the complaint filed by ********************************* through the Better Business Bureau (BBB) on April 14, 2023. We investigated her complaint and despite numerous attempts to reach out to ******************** directly by phone, we were unsuccessful. We have waived the accrued fees as a one-time courtesy. As such, we consider this complaint closed. ******************** may contact Acima at ************** with additional questions.

• Initial Complaint

  Date:04/14/2023

  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 TV almost two years ago and paid off the lease before the 90 days. Almost a year and a half later. They state the system tried to give a refund and reopened my lease with out my knowledge. I get an email stating I am 280 days past due on my lease. And I will be charged $360 additional to my lease. When contacting customer service they assured me it will be fixed in 3 to 10 business days. This is unacceptable. How do you reopen a closed lease to refund a dollar then go around and say oh wait now you are past due $360. Now they removed my buying power and it shows I am past due. My favorite part is they have been calling me and emailing me collection notices. They assure me the money will not come out of my account but wont allow me to remove my card to make sure it does not come out. If they charge my card I will take legal action immediately.

  

  Business Response

  Date: 04/24/2023

  Upon receipt of the complaint, we attempted to reach out to Mr. ********************************* directly by phone to address his concerns; however, we were unsuccessful. We confirm ************************ lease is closed and he has no further lease payment obligations to Acima. We further confirm he will not have any payments attempted, as he previously purchased the property. We appreciate him bringing this to our attention, and if he wishes to discuss the details of his lease or has additional questions, we request he contact us at **************.

• Initial Complaint

  Date:04/14/2023

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  To Whom It May Concern, This letter is a formal complaint that you are reporting inaccurate and incomplete credit information. I am distressed that you have included the information below in my credit profile and that you have failed to maintain reasonable procedures in your operations to assure maximum possible accuracy in the credit reports you publish. Credit reporting laws ensure that bureaus report only 100% accurate credit information. Every step must be taken to assure the information reported is completely accurate and correct. The following information therefore needs to be re-investigated. According to the Fair Credit Reporting Act, Section 609 (a)(1)(A), you are required by federal law to verify, through the physical verification of the original signed consumer contract, any and all accounts that you post on a credit report. Otherwise anyone paying for your reporting services could fax, mail or email in a fraudulent account. I demand to see verifiable proof (i.e.: an original consumer contract with my signature on it) that you have on file for the account listed below. Your failure to positively verify these accounts has hurt my ability to obtain credit. Under the FCRA, unverifiable accounts must be removed and if you are unable to provide me a copy of verifiable proof, you must remove the account listed below. I demand that the following account be verified or removed immediately: I’ve also included my police report that reflects the concern. 1 ACIMA DIGITAL FKA Reported on April 3, 2021. I’ve disputed this error but they continue to report on my credit file. I’ve filed a police report for the misuse of my identity

  

  Business Response

  Date: 04/20/2023

  Acima (hereinafter “us,” “we,” “our”) received the complaint filed by Mr. ****** **** through the Better Business Bureau (“BBB”) on April 14, 2023. We reached out to Mr. **** directly via email to resolve this complaint and as such we consider this complaint closed. Mr. **** may contact us at ###-###-#### with any additional questions.

• Initial Complaint

  Date:04/12/2023

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  The company charged me nsf fees when ******** customer representative look into the matter she said that the account was paid on time and they could have waived the fees, but the account was paid in full so the could not waive it nor send me the money back for $50.00.. I told them they can credit back my bank card.. spoke with manager to no avail.. told that the charge will stay..all my payments were made as agreed

  

  Business Response

  Date: 04/18/2023

  Acima (hereinafter us, we, our) received the complaint filed by Ms. ******************************* through the Better Business Bureau (BBB) on April 12, 2023. Despite numerous attempts, Acima has been unable to reach ********************** to resolve this complaint. Without the ability to communicate with **********************, we are unable to resolve this complaint. As such, we consider this complaint closed. ********************** may contact Acima at ************** in order to resolve this complaint.

• Initial Complaint

  Date:04/11/2023

  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 paid Acima off March or April of 2021, and I tried to dispute it but it want come off of my credit.

  

  Business Response

  Date: 04/12/2023

  Acima (hereinafter “us,” “we,” “our”) received the complaint filed by Ms. ******* ******** through the Better Business Bureau (“BBB”) on April 11, 2023. We investigated her complaint and prepared the following response.
  
  Ms. ******** alleges “[she has] paid Acima off March or April of 2021, and [she] tried to dispute it but it want[sic] come off of [her] credit.” We confirm Ms. ******** settled her lease with Acima on April 1, 2021, and we appropriately reported it as such. We also confirm we received two indirect disputes from Experian on behalf of Ms. ********, wherein she disputed the accuracy of our reporting. Each time, we conducted due diligence in investigating and reporting our findings to Experian in a timely manner. Our reporting of her lease is authorized pursuant to paragraph 13 of the lease-purchase agreement (the “Agreement”) and we are not obligated to remove our reporting as a result of Ms. ******** settling her lease nor did we indicate we would do so. Please note, Acima has an obligation as a furnisher to report correct and accurate information to the credit bureau.
  
  Ms. *******’s listed desired settlement is for a correction to her credit report. Upon receipt of the present complaint, we again investigated our reporting of her lease and confirm it is accurate in its entirety. As such, we consider this complaint closed. Ms. ******** may contact Acima at ###-###-#### with additional questions.
  

• Initial Complaint

  Date:04/09/2023

  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 purchased a ring for my now ex last year for $1826.00 with Kay Jewelers . Lease # ********. I opted for the 90 pay option and on 05/31/2022 which was the last date under the contract for the 90 same as cash option I paid $854.14 which left a zero balance . I have a letter from them as well stating that my lease was fulfilled and paid in full . I obtained a new lease in Feb and have made all the pauyments and am paying off that lease as well on 04/24 which is also on the 90 ay option. Now I am getting phone calls saying the above lease with Kay now has a balance of $2400 and is 244 days past due!!! This is a lie I paid off the lease in full and when I applied for the new lease it was verified my old lease was paid in full and I was given a new lease , even as of last month when I checked my balance it showed the Kay lease is paid off and was closed I have a letter stating its closed . This is Fraud 100 % they are trying to collect extra intrest and payments on a lease that was already paid for . I want this Kay account , again closed with a zero balance like it was and I want an apology from the upper management . I will not be defrauded like this and I refuse to pay on something that was 100% already paid for . On top of all this on April 4 2023 I was issued two credits in the amounts of $17.56 as well as $18.89 . When this second lease is paid off I will no longer engage with these crooks. They are `100% unethical and are illeaglly harassing me to pay what I dont know and I met the early payout agreement of the lease and have proof of so. They would never had granted a new lease had I actually been 244 days behind on this lease . This is fraud 100% and if it isnt resleved I will tale further action.

  

  Business Response

  Date: 04/12/2023

  Acima (hereinafter “us,” “we,” “our”) received the complaint filed by Mr. ******* ****** through the Better Business Bureau (“BBB”) on April 9, 2023. We investigated Mr. ******’s complaint, contacted him directly, and reached a resolution to the complaint. As such, we consider this complaint closed. Mr. ****** may contact Acima at ###-###-#### with any additional questions.

• Initial Complaint

  Date:04/08/2023

  Type:Delivery 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 (ACIMA DIGITAL FKA SIMP) filed an account report to Experian using my identity with false information. | Account Number: ******* Account Type: Lease Date Opened: March 15, 2019 Last Payment: March 28, 2019 Status: Account charged off. $2,386 written off. $872 past due as of July 31, 2019. Past Due Amount: $872 Original Balance: $2,315 Contact Phone Number: ###-###-#### Contact Address: ***** * ********* ** FL - Draper, UT 85020 | | False Address associated to my name: ***** ******** ** Dallas, TX 75228-2402 | I have never done business with Acima. I have never purchased anything from Acima. I have never leased or opened an account with Acima. I have never been to Texas. A dispute has been filed with Experian to remove this report from my credit history. Acima needs to resolved this issue with Experian and explain why my information has been associated with this report. If Acima does not perform this correction with Experian and respond with an explanation of these charges, I will be pressing charges for identity theft against Acima.

  

  Business Response

  Date: 04/10/2023

  Acima (hereinafter “us,” “we,” “our”) received the complaint filed by Ms. ******* ***** through the Better Business Bureau (“BBB”) on April 9, 2023. We investigated her complaint and prepared the following response.
  
  Ms. ***** alleges “A dispute has been filed with Experian to remove this report from [her] credit history.” We conducted a thorough review of our dispute records and confirm we have not received an indirect dispute from Experian on behalf of Ms. *****. 
  
  Ms. ***** alleges “[she has] never done business with Acima.” Acima takes fraud allegations very seriously. If Ms. ***** believes her identity was used to fraudulently create this lease, we request she files a police report and provides us with a full and complete copy of the same so we may continue our investigation of this lease. We request Ms. ***** send a copy of the police report, which must include Acima as an affected lease, to [email protected]. Or, she may provide us with a Federal Trade Commission 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 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 for 30 days while we await additional documentation. 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 Ms. ***** has any additional questions regarding this response or obtains the requested supporting documentation, she may contact our fraud department at [email protected].
  

  Customer Answer

  Date: 04/14/2023

  
  Complaint: ********
  
  I am rejecting this response because:

  I have not been given any information for this transaction by Acima. The only information I have is from my Experian credit report, which does not provide sufficient information to file a police report. Again, I have never been to Dallas. I live in Chicago. Acima needs to provide the information for the transaction and account that they are claiming is me. This account does not exist in any of my banking records. Experian has been informed of the issue and is investigating to remove the disputed transaction from my report. I have filled an Identity Theft Report with the Federal Trade Commission at ****************************** (FTC report number: ********* ) Acima needs to provide the necessary information for this false transaction. Acima needs to have this false account removed and report to Experian regarding the removal.

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

  

  Business Response

  Date: 04/20/2023

  Acima (hereinafter “us,” “we,” “our”) received the rejection of our response filed by Ms. ******* ***** through the Better Business Bureau (“BBB”) on April 17, 2023. We reached out to Ms. ***** directly via email to resolve this complaint and as such, we consider this complaint closed. Ms. ***** may contact us at ###-###-#### with any additional questions.