Consumer complaint received 2019-04-08
Company: ACIMA CREDIT, LLC
State: DC
Product: Credit reporting, credit repair services, or other personal consumer reports
Sub-product: Credit reporting
Issue: Incorrect information on your report
Sub-issue: Account information incorrect

Complaint:
purchased two mattresses and box springs and was recently informed a nightstand. The purchase was at XXXX XXXX in XXXX, MD in XX/XX/XXXX for {$1400.00} and a {$52.00} startup fee with the agreement that {$230.00} bi weekly for 90 days to pay it off no interest. Once the month of XXXX came, there was an original issue of the payment amount and when the payment was to be taken out of my account, which was corrected, and they took the amount out for the first time in XXXX, but the actual amount the bill should have been for was still not corrected. Unfortunately, the last week of XXXX I noticed that the mattress was broken ( leaning on one side ) and did not hold up and the one I received wasn't comfortable, I contact the merchant I made the purchase at and ACIMA, who was the finance/leasing company, that the mattress was broken and about a chest that was broken and that I wanted them replaced or repaired. I also noticed that the amount ACIMA had for my balance was not the amount I had agreed too at the signing of the lease and asked them if they could correct it. They ( Acima ) stated they would reach out to XXXX XXXX to correct the amount and they would hold the account until they received the corrected amount and fix the problem with the items purchased ( the mattresses and box springs ). I called regularly and kept communication with ACIMA regarding if they had received and updated the amount as well as received word about the repair/replacement as I was sleeping on an uncomfortable mattress and my son is on a broken mattress that wasn't even 45 days old. The XXXX XXXX never replied to them nor me, even after several attempts from the XXXX and with their corporate office, which I am still at battle with regarding the purchases. I decided to go ahead and tell ACIMA to come and get the mattress as I could no longer be in discomfort waiting for things to be corrected, this includes the price and broken item. In addition, I did not even know that a nightstand was included on the lease, as I thought I had purchased two with the purchase of the other pieces I purchased that were not financed/leased, and that too was an issue. However, I was advised the process in XXXX on how to return it and was told that they would reach out to XXXX XXXX again to get the price corrected and to call back in XXXX, which is what I did and it was not done so I told them that was it, I want them to come and get the mattress sets and I would purchase new ones from somewhere else. They advised on where to call to set everything up, which I did, and they requested to send pictures via email of all the furniture within 72 hours, which I did and then to call and schedule a pick up, so it will not be considered a repossession. I did that and when I called they informed me that after three weeks or more of communication on picking up the items, that they were not coming to get it, that they had written it off as a charge off at the beginning of XXXX and they could settle for over {$1600.00}, which is more that I even paid originally for the items and now not only have they depreciated, but they were broken and I was very upset as they never mentioned this and after being advised from the supervisor to go purchase new ones and to start the process after I purchased the new ones so I would not be without a mattress ( s ). I had already set up the date for delivery of the new ones and all based on what they had informed me and now I am stuck with no good mattress sets all ready and packed to go and a bill not even made aware of until now and not to mention a dent on my credit report. I asked the specialist ( supervisor ) why wasn't I informed before all of this, as I had just received an email from them advising they had received the pictures and to call to schedule the pick up, and was told they don't know why and it is nothing I can do now but to accept their offer and also they could not confirm if they had even properly notified me via mail or email of their process or decision regarding the charge off. Therefore, I am requesting them to come and retrieve the items and settle for the amount that the mattress are actually worth, as they are now over 6 months old, still broken and an inconvenience to me altogether. The two sets alone were not even {$1400.00} so why would I pay even more, even after they received two deposits and a full payment. I have all the emails and pictures which I can provided, per request. One is below Re : XXXX XXXX| # XXXX XXXX XXXX Wed XX/XX/XXXX XXXX XXXX I sent the pics My number to contact me is XXXX Two mattresses and two box springs Blessed?? On XX/XX/XXXX, at XXXX XXXX, XXXX XXXX <XXXX> wrote : Patience leads to Positive Progress!! XXXX From : resolution department <resolutions@acimacredit.com> Sent : Tuesday, XX/XX/XXXX XXXX XXXX To : XXXX Subject : XXXX XXXX| # XXXX To Whom It May Concern : You have received this email because you requested a pick-up of our leased property listed in your Lease-Purchase Agreement with Acima. In order to initiate the pick-up process and discontinue payments on your account, please do the following : 1 ) Send pictures of all the merchandise to repossessions@acimacredit.com 2 ) Include all your contact information in the email Acima will contact you within 72 hours upon receipt of your email during the business week. If Acima initiates a pick-up, please be aware that you will be responsible to pay the Minimum Lease Term, any Other Charges due ( as stated in your Lease Agreement ), and any past due balance of your account. Thank you for your business. Regards, Acima -- Lease Resolution | Acima Credit P : XXXX.XXXX.XXXX l F : XXXX.XXXX.XXXX XXXX XXXX XXXX XXXX XXXX, XXXX UT, XXXX resolutions@acimacredit.com | www.acimacredit.com I have all the emails and pictures which I can provided, per request. 

ACTUAL COPY OF EMAILS atience leads to Positive Progress!! 
From : resolution department <resolutions@acimacredit.com> Sent : Tuesday, XX/XX/XXXX XXXX XXXX  To : XXXX XXXX Subject : Re :  XXXX XXXX| # XXXX Hello, We are unable to pick up the merchandise as it is damaged. Acima does not accept damaged merchandise back. As previously stated we are only able to offer you a settlement option and it looks as if you refused that. Acima is not able to offer more. 

Thank you, XXXX On Tue, XX/XX/XXXX at XXXX XXXX  XXXX XXXX <XXXX> wrote : I just called and now they are saying they arent coming to pick it up and i have new items coming Blessed?? 

On XX/XX/XXXX, at XXXX XXXX, resolution department <resolutions@acimacredit.com> wrote : > Hello, > > We did the get  photos on another email. Due to the status of your account we are able to offer you a settlement of {$1600.00} + tax. Please call us at XXXX-XXXXXXXX regarding this offer and to make arrangements.XXXX> > Thank you, > XXXX > > On Tue, XX/XX/XXXX at XXXX XXXX resolution department <resolutions@acimacredit.com> wrote : > > XXXX XXXX| # XXXX > > We never received the photos of the night stand. Please resend them at your earliest convenience. 
> > Thank you, > XXXX > > On Tue, XX/XX/XXXX at XXXX XXXX XXXX XXXX <XXXX> wrote : > > Ive sent all the pics including the nightstand. Please confirm date of pick up, thanks > > Blessed?? 
> > On XX/XX/XXXX, at XXXX XXXX, resolution department <resolutions@acimacredit.com> wrote : > >> Hello, >> >> We do not do partial returns. The nightstand was part of the Acima Lease. Therefore it would be an all or nothing return. If you want to continue this process, please send pictures of the nightstand. 
>> >> thanks, >> XXXX >> >> On Fri, XX/XX/XXXX at XXXX XXXX XXXX  XXXX <XXXX> wrote : >> >> Ill keep the night stand as it was supposed to be paid for per my instructions. Please send me the amount for the night stand >> >> Blessed?? 
>> >> On XX/XX/XXXX, at XXXX XXXX, resolution department <resolutions@acimacredit.com> wrote : >> >>> Hello, >>> >>> Thanks for sending these into Acima, We show this lease is for 2 queen mattresses XXXX XXXX and XXXX XXXX/XXXX  with foundations and one night stand. Therefore, we will need a picture of the nightstand on this lease. 
>>> >>> thanks, >>> XXXX >>> >>> On Wed, XX/XX/XXXX at XXXX XXXX XXXX XXXX <XXXX> wrote : >>> >>> >>> I sent the pictures today. Please contact me to discuss the process/ procedures >>> Thanks >>> Blessed?? 
>>> >>> On XX/XX/XXXX, at XXXX XXXX, XXXX XXXX <XXXX> wrote : >>> >>>> >>>> Patience leads to Positive Progress!! 

>>>> From : resolution department <resolutions@acimacredit.com> >>>> Sent : Tuesday, XX/XX/XXXX XXXX XXXX >>>> To : XXXX >>>> Subject : XXXX XXXX| # XXXX >>>> To Whom It May Concern : >>>> >>>> You have received this email because you requested a pick-up of our leased property listed in your Lease-Purchase Agreement with Acima. In order to initiate the pick-up process and discontinue payments on your account, please do the following : >>>> >>>> 1 ) Send pictures of all the merchandise to repossessions@acimacredit.com >>>> >>>> 2 ) Include all your contact information in the email >>>> >>>> Acima will contact you within 72 hours upon receipt of your email during the business week. If Acima initiates a pick-up, please be aware that you will be responsible to pay the Minimum Lease Term, any Other Charges due ( as stated in your Lease Agreement ), and any past due balance of your account. 
>>>> >>>> Thank you for your business. 
>>>> >>>> Regards, >>>> Acima >>>> >>>> -- Lease Resolution | Acima Credit >>> resolutions@acimacredit.com P : XXXX.XXXX.XXXX l F : XXXX.XXXX.XXXX XXXX XXXX XXXX. XXXX XXXX, XXXX UT, XXXX resolutions@acimacredit.com | www.acimacredit.com >>> >>> >>> -- Lease Resolution | Acima Credit P  : XXXX.XXXX.XXXX l F : XXXX.XXXX.XXXX XXXX XXXX XXXX XXXX XXXX, XXXX UT, XXXX resolutions@acimacredit.com | www.acimacredit.com >> >> >> -- Lease Resolution | Acima Credit P : XXXX.XXXX.XXXX l F : XXXX.XXXX.XXXX XXXX XXXX XXXX XXXX XXXX, XXXX UT, XXXX resolutions@acimacredit.com | www.acimacredit.com > > > -- Lease Resolution | Acima Credit P : XXXX.XXXX.XXXX l F : XXXX.XXXX.XXXX XXXX XXXX XXXX XXXX XXXX, XXXX UT, XXXX resolutions@acimacredit.com | www.acimacredit.com > > > -- Lease Resolution | Acima Credit P : XXXX.XXXX.XXXX l F : XXXX.XXXX.XXXX XXXX XXXX XXXX XXXX XXXX, XXXX UT, XXXX resolutions@acimacredit.com | www.acimacredit.com -- Lease Resolution | Acima Credit P : XXXX.XXXX.XXXX l F : XXXX.XXXX.XXXX XXXX XXXX XXXX. XXXX XXXX, XXXX UT, XXXX resolutions@acimacredit.com | www.acimacredit.com Sincerely, XXXX XXXX

Company response to consumer: Closed with explanation