ComplaintsforAcima

• Initial Complaint

  11/27/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Acima has a online app that always have technical issues. They provide chat support that doesnt deal with online purchases yet this was not disclaimed. Theres a separate number that you have to call and the hold time has been two days! When I contact customer service they say because it was done on the app they cant help! Acima took money off my card than state their having technical issues! I have never received the merchandise and the company who they are advertising states they havent heard of them nor have my information. This is misleading and fraudulent! You cant take someones money and not give them the merchandise!

  

  Business response

  12/03/2021

  Acima (hereinafter us, we, our) received the complaint filed by ********************************* through the Better Business Bureau on November 27, 2021. We attempted to reach out to her directly about her leases and the status of her refund, but were unable to contact her at the phone number she provided on her application. We invite ******************** to contact our resolutions department at ************** so that we may discuss the details of her account with her.

• Initial Complaint

  11/26/2021

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  I entered into an agreement 11/11/21 for $828. 4 payments of $207 starting two weeks from 11/11/21. I get an email 11/25/21 Thanksgiving stating my lease is expired and Im 63 days past due. Im quite upset at the email because I set up agreement 11/11/21. I called 11/26/21 to inquire about the email. I was transferred 3 times and hung up on the 3rd time simply for asking for the call to pulled from 11/11/21 of which will show I set up agreement. I called back 11/26/21 and spoke with supervisor ******* in Collections. She stated there was no settlement agreement set up so I asked her to listen to the call. She stated the call from 11/11/21 was 27 mins but should would listen. She says she heard where I said yes to authorization but the agent didnt read script word for word therefore the agreement was not set up. I asked her what exactly was I saying yes to during the call, she then started to talk in circles and said the agent read the authorization script incorrectly. Im appalled because I am being penalized with late payments reporting on my credit due to NO fault of mine. The agent confirmed my cc info, went over payment amounts then asked if I authorized the settlement agreement and I stated yes yet the agreement was not set up. Mind you, Ive paid this company ON TIME up until I requested to return because of the outrageous interest! I questioned the 30 day late due to I was in the settlement/returns process of which is insane then now there is another late payment because the agent didnt do her job correctly on 11/11/21. I did request to speak with a supervisor regarding the 30 day late during the 11/11/21 call but that was after the agent set the agreement up and after I gave authorization to set up. Now this company is not wanting to admit they dropped the ball and they are damaging my credit. ******* clearly said she heard me say yes. Ive been tears due to my credit being ruined as well as my chances of getting a home now.

  

  Business response

  12/03/2021

  Acima (hereinafter we, us, our) received the complaint filed by ********************************* through the Better Business Bureau on November 27, 2021. 
  Acima records and archives all telephone and chat conversations with our customers to ensure we achieve the highest quality of customer service. We have thoroughly listened to the inbound phone calls on ******************** account regarding the details of her allegations.
  On November 11, 2021, ****************** contacted Acima and requested a settlement. Acima is not obligated to offer settlements to our customers; however, we may do so when requested in order to assist our customers in obtaining ownership of the property. That same day, ****************** was offered the settlement amount of $828.90 plus tax. At that time, ****************** expressed her preferred payment method and settlement payment dates to our agent. However, prior to our agent reading the necessary authorization script to execute the settlement payment plan, ****************** requested to speak to a supervisor regarding our reporting. As such, ****************** was not successfully set up on a settlement plan at that time.
  In an effort to resolve ******************** complaint, Acima reached out to ******************** on November 30, 2021 and offered her the original settlement amount of $828.90 plus tax. ******************** accepted our settlement offer and as of today, she has an arranged settlement plan consisting of one payment of $224.33 after tax that is currently processing, two payments of $224.33 after tax scheduled on December 14, 2021, and December 28,2 021, and a final settlement payment also for $224.33 after tax to process automatically on January 11, 2022. Please note, should a settlement payment fail to process, ******************** settlement arrangement will automatically be canceled. It is ******************** responsibility to ensure funds will be available on the arranged settlement dates.
  Acima can confirm the necessary authorization script was not relayed to ****************** on November 11, 2021, resulting in her settlement plan not being initiated. Nonetheless, Acima recognizes Ms. ******** assumption that it had successfully been granted. We apologize for this confusion. In good faith, we have sent a request to Experian to have our derogatory reporting for the month of November 2021 removed. Please note we are not in control of when Experian chooses to update their credit reports; however, ******************** can expect to see the removal reflected by Experian within 30 days of December 1, 2021. 
  We believe we have reached a resolution satisfactory to both parties, and as such consider this complaint closed. If ******************** has further questions or concerns, she may contact our collections and recovery department at **************.
  
  

• Initial Complaint

  11/19/2021

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  Original purchase date: July 15, 2021 3 months same as cash till: October 13, 2021 Payoff amount on October 13, 2021: Less than $1400.00 Payoff amount on November 19, 2021: $2739.90 Total amount left to payoff if making monthly payments: $4210.00 Was not told payoff would more than double if not made within the 3 months. Was only told that I would then make monthly payments.

  

  Business response

  11/22/2021

  Acima (hereinafter us, we, our) received the complaint filed by ******************************* through the Better Business Bureau on November 20, 2021. We investigated his account and prepared the following response.
  
  ****************** alleges he made a purchase on July 15, 2021 3 months same as cash. This allegation is not accurate. To clarify the nature of the transaction, we provide the following information. 
  
  On May 17, 2021, ****************** entered an independent third-party retailer Mattress Direct (the Merchant) located in ********, ********. While with the Merchant, he applied and was approved for our leasing services. On that same date, ****************** selected property described as ****************************** (the Property). Acima sent ****************** a link to the Agreement via SMS text to the phone number he provided us during the application process. This is the same phone number provided with this complaint, ending in ****. ****************** clicked the link and was taken to a breakdown of his payment amounts. He was then given the opportunity to scroll through a full copy of the Agreement prior to being allowed to sign. ****************** provided his electronic signature at 10:52 AM MST, certifying he had reviewed the Agreement and agreed to the terms and conditions contained therein. Acima purchased the Property, and ****************** electronically entered into a lease-purchase agreement (the Agreement) wherein he agreed to rent the Property from Acima. Pursuant to the Agreement, to obtain ownership of the Property ****************** was required to make 26 biweekly renewal payments of $233.93 before tax, plus an initial payment of $50.00 before tax, for a total of $6,132.00 (the Total of Payments) before tax.

  
  Acima also offers two Early Purchase Options (EPOs); each of which reduces the cost of ownership to the customer and terminates the Agreement earlier than the total scheduled rental renewal periods contained within. 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 Acima Cash Price and a $25.00 purchase fee. ****************** had a 90-Day EPO purchase price of $2,825.00 before tax which expired on October 13, 2021. The second EPO stipulates a customer may obtain ownership at any point after the first 90 days by paying a lump sum payment equivalent to 65% of any remaining renewal payments.
  
  ****************** alleges that he [w]as not told payoff would more than double if not made within the 3 months. Was only told that [he] would then make monthly payments. Although Acima was not a present party to the negotiations between ****************** and the Merchant, we can confirm we did our due diligence to ensure ****************** had a copy of the Agreement for review prior to signing, which outlined the purchase options as well as clearly advised of all costs associated with Acimas services. By voluntarily entering into the Agreement, ****************** agreed to the purchase terms contained therein.
  
  ****************** has two purchase options available to him. First, he may execute the second EPO at any time. As of todays writing, the second EPO amount is $2,584.81 before tax, this amount is subject to change. Second, he may continue to make the minimum scheduled renewal payments until the end of the rental period. If ****************** does not wish to execute a purchase option outlined in the Agreement, he may terminate the Agreement at any time without penalty by returning the Property in accordance with **************, pursuant to paragraph 9 of the Agreement titled, Termination. To exercise any of these options, we request that ****************** contact our customer service department at **************.
  
  We hope this response assists Mr. ******** understanding of the options available to him under the Agreement. If ****************** has any additional questions or concerns, he may contact our customer service department at **************.
  

  
  

• Initial Complaint

  11/16/2021

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I purchased 2 oculus from best buy for my kids christmas. Best buy cancelled the order because there was an issue with billing even though i paid my initial payment. I have tried since November 13th to contact acima and when i get on the chat i am redirected and then they close the chat. I also have been on hold for over 7 hours on the 15th and a total of 5 hours today with no one answering.

  

  Business response

  11/19/2021

  Acima (hereinafter "we," "us," "our") received the complaint filed by ***************************** on November 17, 2021. We have investigated his account and prepared the following response.
  We have been working with ************** directly, and we have reached a satisfactory resolution with her. We have cancelled her lease with Acima due to no delivery from Best Buy. As such, we consider this complaint closed. If ************** has any further questions or concerns, she may contact our customer service department at **************.
  
  

• Initial Complaint

  11/14/2021

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  January 2021, I purchased 2 recliners from Overstock and financed through ACIMA. My lease number is *******. I failed to pay in full within the 90 day zero interest promotional period of April 5th. Once I realized this, I immediately contacted ACIMA via telephone on April 20th and informed them that I wanted to pay off the balance in full. Which was $535. Months later, I realized that they were still charging my account so I called again on August 11th. They said that the $535 were set up as prepayments and wasn't a pay off amount. I asked what was the current pay off and was told $350. I paid the $350. And they are still taking payments from my bank account. This is fraud, robbery and illegal. My account has been paid in full twice. I would like for them to stop taking payments from my bank account immediately. I would also like a refund of all payments made after April 20th because ACIMA fraudently misled their clients. This is very poor business ethics.

  

  Business response

  11/15/2021

  Acima (hereinafter us, we, our) received the complaint filed by Ms. ***************************** through the Better Business Bureau on November 14, 2021. We investigated her account and prepared the following response.
  
  ******************** alleges that in January 2021, she purchased 2 recliners from Overstock and financed through Acima. To clarify the nature of our services, we provide the following information.
  
  On January 5, 2021, ******************** entered an independent third-party retailer ********************************** (the Merchant) located in ************, **************. While with the Merchant, she applied and was approved for our leasing services. On that same date, ******************** selected property described as 2 heat and massage recliners (the Property). Acima purchased the Property, and ******************** electronically entered into a lease-purchase agreement (the Agreement) wherein she agreed to rent the Property from Acima. Pursuant to the Agreement, to obtain ownership of the Property ******************** was required to make 52 weekly renewal payments of $43.26 before tax, plus an initial payment of $50.00 before tax, for a total of $2,299.28 (the Total of Payments) before tax.
  
  ******************** alleges she missed the 90 day zero interest promotion. For clarification, Acima does not charge interest. Acima offers two Early Purchase Options (EPOs); each of which reduces the cost of ownership to the customer and terminates the Agreement earlier than the total scheduled rental renewal periods contained within. 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 Acima Cash Price and a $25.00 purchase fee. ******************** had a 90-Day EPO purchase price of $1,074.90 before tax which expired on April 5, 2021. The second EPO stipulates a customer may obtain ownership at any point after the first 90 days by paying a lump sum payment equivalent to 65% of any remaining renewal payments. We confirm ******************** did not exercise her 90-Day EPO by April 5, 2021. 
  
  ******************** alleges [she] immediately contacted [us] via telephone on April 20th and informed [us] that [she] wanted to pay off the balance in full. Which was $535. This is not accurate. We do not have record of ******************** contacting us via telephone on April 20, 2021. Our records indicate that on April 16, 2021, ******************** herself made a one-time online payment of $500.00 before tax, on our customer portal. We confirm that this payment was not sufficient to purchase the account under her second EPO. 
  
  ******************** alleges [she] called again on August 11th. [We] said that the $535 were set up as prepayments and wasn't a pay off amount. [She] asked what was the current pay off and was told $350. [She] paid the $350. And [we] are still taking payments from [her] bank account. This is not accurate. We confirm ******************** called us on August 10, 2021, and we reviewed a recording of this interaction. During this interaction, ******************** stated that after she made the $500.00 payment, payments stopped as if the account was paid off. Our agent informed ******************** that the $500.00 payment was not sufficient to purchase the account, as such it prepaid some of her upcoming renewal payments. ******************** indicated she understood and asked for that days purchase account. We informed her that her purchase amount was $661.75, tax included. ******************** requested to make a $350.00 payment and we assisted her with her request. 
  
  ******************** would like for [us] to stop taking payments from [her] bank account immediately. We confirm we stopped automatic payments as of the receipt of this complaint. ******************** would also like a refund of all payments made after April 20th because [we] fraudently(sic) [mislead our] clients. We will not ***** this request. We vehemently deny her allegation that we mislead our customers and have confirmed that we have not misled her. We confirm correct and accurate information was provided to ******************** regarding the status of her account and the steps necessary to exercise a purchase option during every interaction. We also confirm a full copy of the Agreement, which included the full terms and conditions was provided to ******************** prior to her signing. We confirm that as of todays writing, ******************** has not purchased her account utilizing any purchase option available to her outlined in the Agreement. 
  
  ******************** has two purchase options available to her. First, she may continue to make the minimum scheduled renewal payments until the end of the rental period. Second, she may execute the second EPO at any time. As of todays writing, the second EPO amount is $224.80 before tax, this amount is subject to change. If ******************** does not wish to execute a purchase option outlined in the Agreement, she may terminate the Agreement at any time without penalty by returning the Property in accordance with **************, pursuant to paragraph 9 of the Agreement titled, Termination. To exercise any of these options, we request that ****************** contact our customer service department at **************.
  
  We hope this response assists Ms. ********* understanding of her Agreement. If ******************** has any additional questions or concerns, she may contact our customer service department at **************.
  
  

• Initial Complaint

  11/04/2021

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Acima made a settlement amount of ****** plus taxes. Rep I spoke to said it would be 895 with taxes. I received a letter sating if I agree to settlement to call and make payment arrangements that's best for both me and acima. I been trying to do so but get no where. I requested they pick item up they asked for pictures I sent in pictures they claim they wasn't good enough. I told them just come get it. The rep informed me they couldn't come get item they have no one in the area to get item now after they said I can make arrangements they say I have til end of the week to pay the settlement amount

  

  Business response

  11/08/2021

  Acima (hereinafter us, we, our) received the complaint filed by Ms. *********************** through the Better Business Bureau (the BBB) on October 21, 2021. We provide the following response. 

  On September 30, 2021, ************ entered an independent third-party retailer Conns Home Plus (the Merchant) located in *******, *****. While with the Merchant, ************ applied and was approved for our leasing services. On that same date, she selected property described as a French door refrigerator and an IM braided water line (the Property). Acima purchased the ********* and ************ electronically entered into a rental-purchase agreement (the Agreement) wherein she agreed to rent the Property from Acima. Pursuant to the Agreement, to obtain ownership of the Property ************ was required to make 12 monthly lease renewal payments of $418.95 before tax, plus an initial payment of $50.00 for a total of $5,076.40 before tax (the Total of Payments). 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 earlier than the total scheduled renewal payments contained within. The first EPO is a 90-Day EPO wherein ************ can obtain ownership of the Property within the first 90 days of the Agreement by paying the Acima Cash Price and a purchase fee. The second EPO stipulates a customer may obtain ownership at any point after the first 90 days by paying a lump sum payment equivalent to 65% of the remaining renewal payments.

  On October 13, 2021, ************ notified us that the Property was scratched upon delivery. On October 14, 2021, we received pictures of the damage. On October 26, 2021, we confirmed with the Merchant that they were willing to discount the price of the Property $400.00 in order to reach a satisfactory resolution for ************. The price Acima paid to purchase the Property from the Merchant was originally $2,277.99 before tax. This is the price ************ would have paid if she had purchased the Property directly from the Merchant using cash or credit. With the $400.00 discount, the price of the Property was reduced to $1,877.99 before tax. Please note that ************ agreed to the terms and conditions of the Agreement upon entering into it, including her purchase amounts and the cost of leasing. 

  After the Merchants discount of the ********* Ms. ***** new Total of Payments is $4,200.40 before tax. Ms. ***** new 90-Day EPO is the Acima Cash Price of $1,917.99 plus a $225.36 purchase fee. ************ has a 90-Day EPO purchase price of $2,143.35 before tax which will expire on December 30, 2021. 

  Acima also provided a settlement offer to ************ for the damage to the Property. We offered to settle with ************ in the amount of $834.60 before tax. This settlement offer was exclusive to Acima, and was not meant to be combined with the Merchants discount of the original price of the Property. ************ previously submitted a similar complaint through the BBB, and we responded to her on October 28, 2021. We provided her with all the options available to her, and the opportunity to utilize our settlement offer. As of todays writing, ************ has still not elected to utilize any of her purchase, settlement, or termination options. We previously gave ************ a deadline of when the settlement offer would expire. We will allow ************ to utilize this settlement until November 29, 2021.

  ************ alleges we told her the settlement was $895.00 with taxes. This is not true. We keep detailed notes and call logs of every interaction with our customers, and we find no evidence that ************ was told the incorrect amount. Our previous response to her BBB complaint was clear that the amount was $834.60 before tax. With tax the total settlement was $903.45. Our customer service department was informed of the correct amount of the settlement. Furthermore, pursuant to our records, ************ did not contact our customer service department after our response to her first BBB complaint. ************ has indicated to us that she no longer wishes to be contacted by our customer service department. As such, we will no longer contact ************. ************ may attempt to utilize one of the options below by contacting our customer service department at **************.

  As we explained in our previous response, ************ may simply select one of the options available to her in order to resolve her concerns in this complaint. First, she may elect to utilize her 90-Day EPO before December 30, 2021. Secondly, she may utilize the second EPO at any point after the first 90 days by paying a lump sum equivalent to 65% of the remaining Renewal Payments. Thirdly, ************ may continue to make her renewal payments to reach her Total of Payments. ************ may also choose to settle her account with us before November 29, 2021 for the amount of $834.60 before tax. Any of these options allows her to obtain ownership of the Property. 

  If ************ does not wish to execute a purchase option outlined in the Agreement, she may terminate the Agreement at any time and without penalty by surrendering the Property in accordance with **************, pursuant to paragraph 9 of the Agreement titled, Termination. As of todays writing, ************ has not completed the steps necessary to terminate her Agreement. If ************ would like to terminate her Agreement or exercise an EPO, she may contact our customer service department at ************** and we will provide her with the instructions to do so. 
  
  

  Customer response

  11/08/2021

  They offered me a ****** settlement then gave me just 2 days to pay it I was told by Nov first I would have to pay amount in full. I was told to take pictures of fridge I did and the business said they wasn't good enough they said they had no one in area to pick up the item. Other then that there was nothing offered to me. I asked several times for item to be picked up

  

  Business response

  11/11/2021

  Acima (hereinafter us, we, our) received the rejection of our response on November 10, 2021. ************ states we are unable to pick up the Property. This is correct. The Merchant discounted the price of the Property, and we additionally offered her a settlement option. As stated in our previous response, we have extended the timeline of our previously offered settlement to be available through November 29, 2021. She may also elect to utilize one of her EPOs or continue renewal payments, or finally, she may elect to terminate the Agreement by following our instructions. However, ************ has still not indicated to us which of the available options she wishes to utilize. 

  We encourage ************ to contact our customer service department at ************** in order to reach a resolution. As we have provided multiple options to ************ that would allow her to reach her desired resolution and the steps whereby she may elect to utilize the options available to her, we consider this complaint closed.
  

• Initial Complaint

  10/30/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I used this company to pay for some mechanical work on my car. They lend you money and you have about 3 months to pay back with no interest. However if you take longer or just make minumum payment your balance with them doubles. My complain is that every time I make a payment I don't get a receipt or anything from them saying I submitted a payment. They told me they are not wal mart or any other store that gives receipts. All I was asking is for an email with a balance to see if my payment went through and get it paid before it doubles. I believe they are being sketchy and maybe acting illegally by not sending an email with your amount paid and explaining your balance as any other online transaction.

  

  Business response

  11/01/2021

  Acima (hereinafter us, we, our) received the complaint filed by ************************* through the Better Business Bureau on October 30, 2021. We investigated his account and prepared the following response.
  
  ************** alleges [we] lend you money and you have about 3 months to pay back with no interest. Acima has not and does not provide lending services or charge interest. To clarify the nature of our services, we provide the following information. 
  
  On July 30, 2021, ************** entered an independent third-party retailer *********** (the Merchant) located in *********, **********. While with the Merchant, he applied and was approved for our leasing services. On that same date, ************** selected property described as 4 tires (the Property). Acima purchased the Property, and ************** electronically entered into a rental-purchase agreement (the Agreement) wherein he agreed to rent the Property from Acima. Pursuant to the Agreement, to obtain ownership of the Property ************** was required to make 12 monthly renewal payments of $233.32, plus an initial payment of $50.00, for a total of $2,849.76 (the Total of Payments). 
  
  Acima also offers two Early Purchase Options (EPOs); each of which reduces the cost of ownership to the customer and terminates the Agreement earlier than the total scheduled rental renewal periods contained within. The first EPO is a 3-Month EPO wherein a customer can obtain ownership of the property within 3 months of receiving the property by paying the Acima Cash Price. ************** had a 3-Month EPO purchase price of $1,301.26 which expired on October 31, 2021. The second EPO stipulates a customer may obtain ownership at any point after the first 3 months by paying a lump sum payment equivalent to 45% of any remaining renewal payments, but irrelevant to this complaint.
  
  ************** alleges every time [he] make[s] a payment [he doesnt] get a receipt or anything from [us] saying [he] submitted a payment and states [he] believe[s] [we] are being sketchy and maybe acting illegally by not sending an email This allegation is not true. Ultimately, it is a customers responsibility to be aware of their payment history. However, we confirm we have sent emails to the address we have on file for **************, such as Welcome to Acima, 90 Day Payoff Reminder, past due notices, and payment cleared emails. We can also confirm these emails were opened by the receiver. As such, we vehemently deny his statement that we are being sketchy or acting illegally. Moreover, ************** can access his account information by contacting our customer service department via phone or chat during business hours, and also has access to his account 24/7 on our customer portal, located at ****************************. 
  
  In an effort to assist **************, with this response we include a statement of payments for review. Please see the payments successfully made, failed payments, and the status of the payments. Please note, the payments submitted on October 27, 2021, October 30, 2021, and November 1, 2021, must all successfully clear to close the account as purchased under the 3-Month EPO.
  
  We appreciate Mr. ****** business and hope this response assists his understanding of how he can access his account details. If ************** has any additional questions or concerns, he may contact our customer service department at **************.
  
  

• Initial Complaint

  10/30/2021

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I pay my **** on time and they charge me a late fee still so now when I pay my **** the money is going to late fees I should not have in the first place

  

  Business response

  11/01/2021

  Acima (hereinafter "we," "us," "our") received the complaint filed by ************************************* on October 30, 2021. We have investigated her account and prepared the following response.
  ************************ desired resolution is for her fees to be waived. We reviewed her account and confirm all late fees were correctly accrued in accordance with her lease-purchase agreement. However, as a one time courtesy, we have granted her request and waived all late fees on ************************ account. Again, this is a one time courtesy and will not be granted in the future for any appropriately accrued fees. If ********************** has any further questions or concerns, she may contact our collections and recovery department at **************.
  
  

• Initial Complaint

  10/29/2021

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I am having automatic withdrawals from my checking accounting. When I called Acima, they said they have no record of it. Over $2000.00 has been withdrawn and I have no idea what for.

  

  Business response

  11/03/2021

  Acima (hereinafter us, we, our) received the complaint filed by ***************************** through the Better Business Bureau on October 29, 2021. We attempted to contact him directly multiple times using the phone number placed on the complaint; however, we were unable to reach him. Without the ability to communicate with ********************, we are unable to resolve this complaint or locate the alleged unauthorized payments.
  Per Acimas anti-fraud procedure, we require victims of payment fraud to provide us with an official bank statement with their full name, last 4 digits of the unauthorized bank account number, and visibility of the unauthorized payment dates and amounts in order to confirm ownership of the account. As such, we request ******************** to provide us a copy of his bank statement with the necessary information unredacted to ******************************* Once received, we will conduct an investigation to locate the account with the alleged unauthorized payments. In the event the account is not connected to ********************, we will refund the unauthorized payments and remove the payment method from the account.
  We request Mr. ********* cooperation in this matter so we can reach a resolution as soon as possible.  If ******************** has further questions, he may contact our customer service department at **************.
  
  

• Initial Complaint

  10/28/2021

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Applied for credit for Reconditioned Appliance in *******, **. I called Acima five times to lodge complaint because I am still being charged as if I have the new clothes dryer, but have a used loaner. I never received a call back from resolution department and the payment is still reflecting the new clothes dryer. I asked to terminate lease with Acima and was told when the appliances are picked up. The retailer advised me that she (*****) did not have a pick up date for me, so she will let me know when she can have them picked up and that is when the lease will terminate. I originally started the lease on Oct 11, 2021 to include brand new GE washer, dryer and used refrigerator that was $1400 all together. I was told the delivery would be that following Friday, I received a call from **** stating he needed til the next week of tues to get refrigerator right. On that Tuesday, Oct 19, 2021 right before delivery window, **** called me and advised me that he needed more time, at that time, I had other retailer pick up their refrigerator, so my food was in bins. I advised him that they needed to get me a refrigerator that day because he could have called me a day before and I could have rescheduled the other retailer for pick up of their merchandise. Furthermore, I still have not received any appliances and the lease had started. I received a loaner refrigerator, new washer and electric dryer, which I had verified with manager, ***** and associate ******** that I needed a gas dryer on Oct 11, 2021. Now, I am without a dryer and with a loaner refrigerator, but that did not stop the payment amount. On Thursday, after I had to call store and ask about refrigerator and dryer, because no one is informing me of when i will receive correct items, I received a used dryer, which is not the same price as the brand new $500 GE dryer and still being charged as if I have the new one. I called Acima 5 times still no call back from resolution department. I don't feel I should be charge

  

  Business response

  11/02/2021

  Acima (hereinafter "we," "us," "our") received the complaint filed by ********************************* on October 29, 2021. We have investigated her account and prepared the following response.
  We have been working with **************** directly, and we have reached a satisfactory resolution with her. We received confirmation from Reconditioned Appliances (the Merchant) that they have picked up the ** W/D *** New Amana French Door (the Property) from ****************. We have terminated her lease, and **************** will receive a full refund of any rental payment made. If **************** has any other questions or concerns, she may contact our customer service department at **************.
  
  

*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. ↩