Consumer complaint received 2021-10-11
Company: ACIMA CREDIT, LLC
State: AL
Product: Payday loan, title loan, or personal loan
Sub-product: Installment loan
Issue: Problem with additional add-on products or services

Complaint:
On XX/XX/2021 I shopped at XXXX XXXX in XXXX, Alabama. During that visit I purchased a XXXX Diamond Bracelet ( Item 1 ) and a XXXX Diamond Wedding Band ( Item 2 ). The merchant represents Acima Credit and offers their leasing service with 90 day buy out option. I elected to use that option to purchase both items. As my wife tried on Item 1 at the jewelry counter, I observed that the clasp was broken. The salesman was notified of the issue. They stated that they ( XXXX XXXX ) would send the item to be repaired. The salesman also stated that the item would be available for pick up on XX/XX/2021. I was then presented with the " Acima Lease Agreement '' and a " Delivery Receipt '' on the salesman 's tablet. I signed the lease agreement, but prior to signing the delivery receipt confirmed verbally that it was for just Item 2. On XX/XX/2021 I returned to the merchant to pick up Item 1. The merchant stated that they did not have it. I asked them if it was still being repaired, which they affirmed. The merchant never called me to report that Item 2 had completed repair. I visited and called the merchant at least once per week for the next 6 weeks. After nearly 6 and a half weeks of attempting to collect the property from my purchase I contacted the Acima Credit customer support phone line on XX/XX/2021. I spoke with XXXX ( Last name XXXX ) and gave him the details of the situtation. I then requested that Item 1 be removed from my lease, with the money paid applied to Item 2. I informed XXXX that I wanted to continue paying Item 2 off. He referred my issue to the Acima Resolutions team. On XX/XX/2021 I received a telephone call from XXXX with Acima Resolutions who also informed me that the call was recorded. I gave her the details of the situation, and when I explained I had never received Item 1, she agreed that " changed everything. '' XXXX placed me on hold while she contacted the Merchant. When she returned, she stated that " XXXX '' from the Merchant claimed I had in fact picked up Item 1, bringing it back later for repair. I emphatically denied this, and reiterated that I had never taken possession of Item 1. XXXX stated I would be contacted again by Resolutions. Subsequently, within minutes of being contacted by Acima, the Merchant called to notify me that the item had been found. I have not gone to the Merchant to take possession of the item due to this dispute, and informed Acima that I wished to terminate the lease. After that initial conversation, I have received multiple emails from Acima Resolutions. I have explained the situation multiple times, and have requested a termination of the lease per " Paragraph 9 '' of the Lease Agreement. P9 states, " You may terminate this Agreement at any time without penalty by returning the Property in accordance with our directions. '' However, Acima has refused my request to terminate the lease, and have refused to provide me with information on where to send Item 2. Acima states that partial returns are not accepted, and that both items must be photographed and returned by me. I reminded them that I do not have possession of Item 1 and that they should contact the Merchant. On XX/XX/2021, XXXX from Resolutions stated that all further emails should be sent to Acima Collections. I believe this to be dishonest business practice in breach of contract.

Company response to consumer: Closed with explanation