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:02/14/2025

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I find this account to be incorporated with inaccurate information, I strongly believe this to be misleading and misrepresentation of my credit history.

  

  Business Response

  Date: 02/18/2025

  Acima Leasing (hereinafter “we,” “us,” “our”) received the complaint filed by Ms. ******* ****** through the Better Business Bureau on February 14, 2025. We investigated the complaint and provide the following response.  
  Ms. ****** alleges our reporting is inaccurate. We conducted an investigation and confirm it is accurate. Ms. ****** paid a total of $160.64 in rent, her lease was charged-off on September 8, 2019, due to non-payment, and as of today’s writing she has a past-due balance of $1,557.37. We have separately emailed Ms. ****** a copy of her rental-purchase agreement and statement of payments to fulfill her request for documentation in the attached letter. We note Acima Leasing is the original lessor of Ms. ******’s lease, and we have not sold or transferred her debt.  
  Ms. ******’s desired resolution is the removal of our reporting. We cannot grant this request. Our reporting is accurate.  
   
  Ms. ****** may contact our customer service department at ###-###-#### with further questions.  

• Initial Complaint

  Date:02/13/2025

  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 bought a washer and dryer from a company that has scratch or dented appliances. I did it on credit and was asked to pick a date that I was comfortable with to have the payments remove from my bank account on that particular date. I was also told if I could have it paid off by a certain date, I wouldn't be charged interest. Well, that wasn't the case. The payment was actually taken out of my account on the 1st of the month and also the 15th. The 15th was the day I chose but unbeknownst to me, the 1st and the 15th of the month too! I never heard of a company taking 2 payments a month. Also, I wasn't told the payment if you pay it off before the deadline is more than the original total, or if you don't pay it off before the deadline, it goes up $2000 more

  

  Business Response

  Date: 02/18/2025

  Acima Leasing (hereinafter “we,” “us,” “our”) received the complaint filed by Ms. ******* **** on February 10, 2025, through the Better Business Bureau. We investigated his complaint and provided the following response.   
  
  On October 12, 2024, Ms. **** entered an independent third-party retailer – M&Y Home Appliances (the “Retailer”) – located in Murrieta, California. While with the Retailer, she applied and was approved for our leasing services. On that same date, Ms. **** selected leasable merchandise (the “Property”). Acima Leasing purchased the Property, and Ms. **** electronically entered into a rental-purchase agreement (the “Agreement”) wherein she agreed to rent the Property from Acima Leasing. Pursuant to the Agreement, to obtain ownership of the Property, Ms. **** could elect to make 24 twice-monthly renewal payments of $131.25 before tax, plus an initial rent payment of $25.00 before tax, for a total of $3,150 (the “Total of Payments”) before tax. Alternatively, she could execute any other early purchase option or terminate as outlined within the Agreement. 
  
  Ms. **** alleges Acima Leasing did not make her aware of the payment schedule. We confirm that in order to sign the Agreement, Ms. **** had to check boxes upon the time of application to advance prior to signing. Additionally, we show that we sent a link to the customer portal, where Ms. **** may review her lease details at any time. Additionally, Acima Leasing transactions are not financing, loans, or credit arrangements. 
  
  Ms. **** states that she was unaware of the purchase terms as well.  Pursuant to the Agreement, Acima Leasing offers two Early Purchase Options (“EPO”); each of which reduces the cost of ownership to the customer and terminates the Agreement earlier than the rental period contained. The first EPO and the only EPO discussed in Ms. ****’ complaint is a 90-day EPO where a customer can obtain ownership of the Property within the first 90 days of the Agreement by paying the disclosed purchase amount. Ms. **** had a 90-day EPO purchase amount of $1,400.00 before tax which Ms. **** executed on December 18, 2024. Should Ms. **** have not met that deadline, her lease would have continued for the agreed-upon terms. 
  
  Ms. **** does not state a desired resolution. We confirm all information is accurate and was provided to Ms. **** prior to signing the Agreement. Should Ms. **** have further questions, she is welcome to contact our customer service department at ###-###-####. 
  
  

• Initial Complaint

  Date:02/12/2025

  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 an item with this financing company. The lease clearly stated that I could return the product at anytime to cancel the lease. I have tried calling 5+ times to start the return and they are making it impossible. No one comes to the phone. Hours + wait times. I just want to return the item, make my last rent payment and be done with this.

  

  Business Response

  Date: 02/12/2025

  We confirm Ms. **** has reached us and made arrangements to return the leased property, as such we consider this matter closed.  

  Customer Answer

  Date: 02/12/2025

   
  Complaint: 22931710
  
  I am rejecting this response because:
  I did not make arrangements to return the property. They gave me two options and neither included returning the items. They gave me one option to donate the item and pay $1200. The other option was to pay $2500, which is almost what I owe on the item. The lease explicitly says that I can return the item at any time and only pay up to the last due amount, which is $502.
   
  Sincerely,
  
  Aranaye ****

• Initial Complaint

  Date:02/12/2025

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I find this account to be incorporated with inaccurate information, I strongly believe this to be misleading and misrepresentation of my credit history.

  

  Business Response

  Date: 02/17/2025

  Ms. ****** disputes the alleged charge-off reporting for lease *******. We investigated our reporting of Ms. ******’s lease ******* and confirm there are no months reflecting a charge off status. Further, we confirm that Ms. ****** purchased the lease on December 3, 2020, and does not have any obligations to Acima Leasing in connection with this lease. Given these facts, we consider this matter closed.  

• Initial Complaint

  Date:02/11/2025

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am filing a formal complaint against Acima Leasing regarding their handling of my lease agreement and their recent collection practices. I leased a bedroom set through Acima but unfortunately fell behind on payments due to financial hardship. When the company contacted me, I explained my situation in good faith. Recently, Acima contacted a family member of mine in an attempt to reach me, which I find to be an inappropriate and invasive collection practice. Upon returning their call, I was informed by a representative that I was allegedly being taken to court for fraud. This was alarming, as I have never provided any false information during my lease agreement. Furthermore, they did not have my correct email address on file, meaning I was unaware of these serious allegations. The representative then stated that if I could pay the balance in full or even make a partial payment, they would “drop everything” and I wouldn’t have to go to court. However, I have received no official communication from any court regarding a lawsuit or fraud case, leading me to question the legitimacy of these claims and Acima’s business practices. I believe this situation raises concerns about potential deceptive debt collection practices, intimidation tactics, and lack of proper communication. I request that the BBB investigate Acima Leasing’s actions and ensure that they adhere to fair and legal collection practices. Additionally, I ask that Acima provide clear documentation of any alleged legal action against me, as well as correct their records to ensure I receive proper communication. I appreciate your time in reviewing this complaint and look forward to your response regarding this matter. Sincerely, ******* ******

  

  Business Response

  Date: 02/17/2025

  Acima Leasing does not engage in the described behavior. Pursuant to our records, our last contact attempt with Ms. ****** occurred on December 19, 2024.  

  We confirm Paragon is the company associated with this complaint. Ms. ****** may contact them with any questions or requests at ###-###-####. 

• Initial Complaint

  Date:02/11/2025

  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 placed a bed cover for my 2018 gmc sierra which I was paying it off and supposed I got some tires and rims which I don’t get nothing of that this is fraud and I don’t want it to affect my credit if it hasn’t already I need this out my account

  

  Business Response

  Date: 02/12/2025

  On May 27, 2022, Mr. ****** entered an independent third-party retailer – CL Power (the “Retailer”) – located in Lilburn, Georgia. While with the Retailer, he applied and was approved for our leasing services. On that same date, Mr. ****** selected leasable merchandise (the “Property”). Acima Leasing purchased the Property, and Mr. ****** electronically entered into a lease-purchase agreement (the “Agreement”) wherein he agreed to rent the Property from Acima Leasing, execute an early purchase option, or terminate as outlined within the Agreement. 

  Pursuant to our records, Mr. ****** has previously acknowledged using our services to obtain merchandise from the Retailer. However, if Mr. ****** maintains that this lease is fraudulent, we request he file a police report and provide a copy to [email protected]. Upon receipt of the requested documentation, we will continue investigating his claims. 

  We consider this matter closed as we are awaiting additional documentation from Mr. ******. If Mr. ****** has any questions regarding his lease, he may contact our customer service department at ###-###-####.  

• Initial Complaint

  Date:02/11/2025

  Type:Billing Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Acima sent an account to a collection agency unbeknownst to me. Apparently information was being sent to an address I no longer live at and havent in years. On 2/7/2025 I received a phone call from an unknown number based out of ******** telling me I need to call ************. No further information was provided and when asked, I was told just call that number and get the information. I was also told they have been trying to contact me via phone but I have never received any phone calls from Acima or this collection company *************. I was threatened into making a payment to stop court proceedings. I was told I will be taken to court, sued, and my wages will be garnished if I did not pay the full amount of $3,000+ or make some type of payment THAT DAY. I told the *** I needed some time to think about this and get more information prior to agreeing to anything that I am not aware of and she took that as a refusal to pay and told me shed make a note that I refuse to make arrangements and court proceedings would resume. I paid the minimum amount due to these scare tactics but after doing some research it appears this company may not be legitimate and I may have been scammed. This company cannot provide me with any pertinent information to validate this alleged debt. According to the *** I spoke to, this debt was transferred 3 times prior to them obtaining it which is direct violation of my rights. I was told if I didnt pay and stick to an agreement I will be served and I was provided a case number which after looking it up, doesnt exist. The phone number I called cannot be traced back to any legitimate company either. The address I found states the business has been closed. I asked for specific information and I still have not received it other than an agreement to pay off the debt. This does not validate the debt.

  

  Business Response

  Date: 02/21/2025

  Acima Leasing does not engage in the described behavior. Pursuant to our records, our last contact attempt with Ms. ****** occurred on May 3, 2024.  

  
  We confirm Paragon is the company associated with this complaint. Ms. ****** may contact them with any questions or requests at **************. 

  Customer Answer

  Date: 02/21/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. I was clearly scammed and will take actions with my bank to recover the money that was taken.
  
  Sincerely,
  
  ******* ******

• Initial Complaint

  Date:02/10/2025

  Type:Billing Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am writing to file a formal complaint against Acima specifically regarding Lease #********, and the ongoing issues I've faced with their payment system and customer service. I placed an order on October 11, 2024, with an early payoff date of February 8, 2025.On February 7, 2025, I attempted to make the "early payoff" payment through their app, but encountered repeated errors for over an hour. The system kept stating that my address did not match, despite it being correct.I contacted their customer service via phone for assistance. I was first directed to their automated system, which still failed to accept my payment after entering credit card information multiple times.After speaking to a representative, I was told I could only proceed through the automated system. I explained that I had already been trying for an extended period, but she insisted on transferring me back to the automated system, effectively cutting me off from the call.I attempted to resolve the issue again on my own using my laptop, and after multiple tries, I was finally able to enter one of my cards information and received a payment confirmation with reference code GYKCRMN.However, when I checked my credit card on February 10, 2025, I found that the payment had not been processed. Additionally, my Acima account now states that the payment was not received, and I am being charged an extra $100 if I want an extension on my "early pay off."Despite my repeated efforts to make a payment, the company's system and customer service failed to assist me. This situation is not only frustrating but has resulted in an additional $100 charge, which I cannot afford and which will now impact my ability to provide for my family.I am extremely disappointed with the lack of support and resolution from Acima. I am seeking a resolution to this issue, including the refund of the extra $100 charge, and a full investigation into their payment processing and customer service failures.

  

  Business Response

  Date: 02/20/2025

  Acima Leasing (hereinafter we, us, our") received the complaint filed by Ms. ***** ********** through the Better Business Bureau (the BBB) on February 10, 2025. We investigated her complaint and provide the following response. 
  
  On October 7, 2024, Ms. ********** entered an independent third-party retailer ***** Discount Furniture (the Retailer) located in **********, ***********. While with the Retailer, she applied and was approved for our leasing services. On that same date, Ms. ********** selected leasable merchandise (the Property). Acima Leasing purchased the Property, and Ms. ********** electronically entered into a rental-purchase agreement (the Agreement) wherein she agreed to rent the Property from Acima Leasing. 
  
  We reviewed our records and show that Ms. ********** attempted to make a purchase payment before her 90-day early purchase option expired. The purchase payment attempt on February 7, 2025, returned with an error, per our records. As a one-time courtesy, we will honor the 90-day early purchase option amount. We have initiated a refund for the extension fee. We find this to be a mutually satisfactory resolution. 
  
  As we have granted Ms. ********** desired resolution, we consider this complaint closed. Should Ms. ********* have further inquiry, she is welcome to contact us by phone at **************. 

  Customer Answer

  Date: 02/21/2025

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

• Initial Complaint

  Date:02/10/2025

  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.

  Paid for car repairs through Acima however the repairs were fault when one of the belts installed by the repairer snapped. This caused my recently replaced parts to break in the coolant system. On top of that my car overheating before my wife could stop (on busy highway) caused my head gasket to break.

  

  Business Response

  Date: 02/12/2025

  Acima Leasing (hereinafter “we,” “us,” “our”) received the complaint filed by Mr. ****** ******* on February 10, 2025, through the Better Business Bureau. We investigated his complaint and provided the following response. 
  
  We have reviewed Mr. ******* lease and note that Ms. ******* has contacted Acima Leasing directly on February 10, 2025. We discussed the situation and made arrangements with our Resolutions Department. As a resolving action has been taken, we consider this complaint closed. Should Mr. ******* have further questions regarding the resolution, he may contact our resolutions department by calling ###-###-####. 
  

• Initial Complaint

  Date:02/10/2025

  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 was advised that I was eligible to take advantage of the option to donate to a non for profit business. . I received the outline of what the company needed to include in it and that I have 14 days to provide this. I got the donation letter from the company a few days later emailed it and called Acima. I spoke to someone who stated my letter was ok and I was all set. I asked for proof of my lease being closed and they transferred me I spoke to a manager who proceeded to tell me that the information I provided wasn’t correct when I sent what was requested . She typed up a factitious email requesting that they needed the tax Ein number in order for it to be approved. Which was never stated in the first email. I contacted the company again and got an updated letter made within a few days. I called Acima where I was informed it had to get reviewed and someone will be reaching out to me. I made it clear that I wanted a follow up before the 14 days as you guys never reach out and I don’t want to hear it’s past the days and that I didn’t send the letter. Of course today I get a email stating I have a balance due. No one has reached out to me in regards to the letter , I’ve sent this letter 12 times to the resolution email address. Attached is the letter that I received from the non for profit company with all of the company information including the tax EIN and contact information . All of my calls were recorded to Acima and I am meeting with my lawyer tomorrow as this seems to be predatory. You spend hours trying to get this resolved just to end up no where as if you didn’t try. Once my letter was sent my account should of been closed. Especially being that the property is already donated and I don’t have possession of it anymore. If someone could please contact me at ###-###-#### to get this resolved as I am following up with my lawyer.

  

  Business Response

  Date: 02/11/2025

  We confirm we received an acceptable document, closed Mr. *****’ lease, and sent him an email indicating the same prior to the receipt of this complaint. If Mr. ***** has further questions or concerns, he may contact our customer service department at ###-###-####.