Complaints

• Initial Complaint

  02/04/2025

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Back in October of 2024 I utilized Koalafi for the purchase of a used engine. Prior to the purchase a 90 day promotion was being advertised which encouraged me to purchase through Koalafi. During this process there was line of miscommunication. My car was not fully repaired until January of 2025. I was under the impression that the promotion would start from the date of actually receiving the product purchased aka the used engine. The car was my means of transportation. Not having the car for months hindered my work availability. I can't process paying hundreds of dollars for a product monthly and it's not in my possession. As of 02/04/25 my current pay off is $4,846.26. That's over double of what I would've paid for a 90 day promotion which is $2,096. The resolution I'm seeking consist of getting an extension of the 90 day promotion from the date of actually receiving the fixed engine which was January 2025. Or receiving a settlement offer on this account. I never had the product yet I was expected to pay for it. that's the dilemma. Attached is the phone call log of ******** care finally releasing my vehicle with the product I'm being charged thousands of dollars for. Also included is the pricing with the promotion and the product without the promotion.

  

  Business response

  02/04/2025

  We are sorry to hear you have been disappointed with your experience at?Koalafi.?Our Customer Advocacy Team will reach out to address your concerns as it pertains to terms of your?agreement. You can also contact us at ************, Monday to Friday 8am 9pm and Saturday 8am 8pm EST.?  

• Initial Complaint

  01/31/2025

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On November 14, a complaint was filed for ****, requesting to receive a refund for treatment stopped due to government agencies stopping production of aligner product provided. I was told I would receive a refund from the company within 4 weeks. After 8 weeks of no refund I reached out and they state that they have released the funds but this company (koalafi) is holding the funds. Contacted this company and am told byte **** releasing the funds. Everyone else using byte that has used a different financing company has received a refund. This company will not give me a straight answer after numerous calls and texts messages.

  

  Business response

  02/04/2025

  We are sorry to hear you have been disappointed with your experience at? Koalafi.?We would like to address your issues with?Koalafi but are unable to locate you in our system. At your earliest convenience, please call our Customer Advocacy Team at ************ or by email at *******************************************************************************, Monday through Friday from 8am 9pm EST and Saturday from 8am 8pm EST. Thank You!?? 

• Initial Complaint

  01/31/2025

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Last year, we took out a loan with our car repair shop. It was for just under $4,000. The merchant explained many customers use *******, and its ease of use, and with a low monthly payment of $257 we should have our loan paid off by the end of the year. She brought everything up on her computer, Koalifi called me to verify who I was and that I was in agreement to the $257/month plan. And everything was signed off. We never paid $257/ month, we have been paying $515/month!!!! TO DATE we have paid over $5,000 and the company is stating we still have $7,000 something left to finish paying. When I spoke the the gentleman, he said at some point our loan agreement changed to a LEASE agreement, and that it was in the fine print. Nothing was ever mentioned to me about a lease agreement - whether by the merchant, or the Koalifi representative that called me the day I signed. This company is preying on families. They are using unintentional misinformation by merchants to lock consumers into paying well over 120% more than the value of the loan. They are taking advantage of honest families who make on time payments, and their trust. I am seeking an immediate stop to this lease agreement, and repayment of any payments OVER the original loan agreement.

  

  Business response

  02/03/2025

  We are sorry to hear you have been disappointed with your experience at?Koalafi.?Our Customer Advocacy Team will reach out to address your concerns as it pertains to terms of your?agreement. You can also contact us at ************, Monday to Friday 8am 9pm and Saturday 8am 8pm EST.? 

• Initial Complaint

  01/26/2025

  Complaint Type:

  Order Issues

  Status:

  Resolved

  More info

  I contacted Koalafi on January 6, 2025, to dispute the financing agreement and cancel the purchase. Koalafi initially stated they would investigate the situation and advised us not to accept delivery. However, despite our refusal to accept delivery and our consistent attempts to cancel, Koalafi later claimed the lease was funded and demanded payment for the merchandise we never received.I believe both Family Discount Furniture and Koalafi engaged in predatory lending practices by:Pressuring quick sales: The sales representative rushed me through the process and did not allow sufficient time for careful consideration.Refusing to honor our cancellation request: Despite our immediate attempt to cancel, both companies persisted with the order and delivery.Funding the lease before delivery: This violates standard lending practices and demonstrates a disregard for the customer's rights.Demanding payment for merchandise not received: This is a clear breach of contract and an unfair business practice.Requested Resolution:Cancellation of the financing agreement with Koalafi.A formal apology from both Family Discount Furniture and Koalafi.Investigation into the business practices of both companies.

  

  Business response

  01/27/2025

  We recently received a similar complaint for this customer through a regulatory agency in January 2025. At this time we are still looking into the customer complaint. For immediate assistance, contact us at ************ or ************************************************* Mon-Fri 8am-9pm EST, Sat 8am-8pm EST. Thank you.?  
  
  

  Customer response

  01/27/2025

  [A default letter is provided here which indicates your acceptance of the business's offer.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the offer made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved. If the company does not perform as promised I can get back to you at: *********************************************************************************.
  
  Regards,
  
  Lyydon ********
  
  
  
  

• Initial Complaint

  01/24/2025

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Full letter attached On 10/25 I made my final payments on the koalafi website. this was the final date to pay off this lease in order to accrue no interest.I called weeks before 10/25 to double check the final date- for reassurance and good measure. surely this phone call was documented. i truly cared about making my payments on time to this company and fully intended to pay off my lease by the due date. I made multiple payments with different accts. during the final days of this lease. I picked up extra jobs to pay this off- hence the many payment methods used. I worked extremely hard to ensure the lease was paid off by the due date as I cannot afford any extra bills. Although I received confirmation on my final payments and although my info was correct (there were green checkmarks indicating so- pics attached) 2 of my payments somehow coincidentally reversed. according to my receipts, the payments were made as follows:$1211.74 stated payoff 10/24 payment made of $382.97 leaves $828.77 $57.11 paid. now $771.66 left. $516.15 paid $255.51 left. $57.11 payment made $198.40 left. $8.03 paid $190.37 left. $190.37 paid @9:27am10-25 i spoke w/ many ***** and explained that it does not make sense for this company to just tell me my payment did not go through. how can this company just deny payment on my final payment date? the 3 different reasons given to me by the ***** were not true.after all of these issues w/ no resolution, i still made another ******************* continued to come out of my acct. as well- a total of $676.05. my returned payments totaled $899.12. i should only *** $223.07 on this lease. it is unethical/ questionable of this company- my payments were not only denied, but i was told different explanations by different representatives. i received no help or compassion from the **** (despite my reaching out and attempts to rectify the issue). i had to close my bank **** because i dont trust this company w/my info after these issues.

  

  Business response

  01/27/2025

  We are sorry to hear you have been disappointed with your experience at?Koalafi.?Our Customer Advocacy Team will reach out to address your concerns as it pertains to terms of your?agreement. You can also contact us at ************, Monday to Friday 8am 9pm and Saturday 8am 8pm EST.? 

• Initial Complaint

  01/24/2025

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  November 4th 2024 I was signed up for a koalifi lease without my permission from nightmotorsport. They held my car for an additional 20 days and then gave it back to me without the work being completed or the parts installed. They did not finish the work on my car and caused damaged. I was a victim of scam and will be planning to sue both nightmotorsport and ******* for this fraudulent lease. I spoke with a manager on ******* and they said they will cancel my lease and then now Im getting calls from ******* and every time I answer they hang up right away. So I call back and when I call back they tell me that I need to speak with the merchant, but nightmotorsport has scammed me, the owners name is ****** ****. He was supposed to install a turbo and hard wire my fuel pump and he lied he did not do that, he forged my signature and scammed me. After explaining this to koalifi they told me that they would be cancelling my Lease and I wouldnt have to worry about it but they have NOT cancelled my lease. They keep calling and when I answer they hang up and then tell me I need to contact the merchant, the case advisor has yet to reach out to me. Ive already signed a paper saying to cancel the lease and I had verbal confirmation it was going to be cancelled and it never was. I will sue if this does not get fixed ASAP. ******* has failed me and I will never be doing business with them. I am a victim of scam and they told me theyd help and havent. I need my lease cancelled. I never received the parts that nightmotorsport signed for me. They have also damaged my car multiple times, leaving caps and lines disconnected in my engine bay causing my vehicle to have more issues. They have also stolen many parts from me, this is not a joke I need this cancelled.

  

  Business response

  01/27/2025

  We are sorry to hear you have been disappointed with your experience at?Koalafi. Our Customer Advocacy Team will reach out to address your concerns. You can also contact them at ************, Monday to Friday 8am 9pm and Saturday 8am 8pm EST.

  Customer response

  01/27/2025

  Better Business Bureau:
  
  I have reviewed the offer and/or response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  i was a victim of scam. I never received the items. The owner of the shop texted and said h*** have it canceled and didnt. Attached is an image of the texts agreeing to have the lease cancelling that I never agreed to. 
  if its not cancelled I will be pursuing a legal case against Koalifi as well as Nightmotorsport. 
  
  Regards,
  
  ******** ********
  
  
  
  
  

  

  Business response

  02/04/2025

  
  We are still actively working on resolving the customers issue. We are currently reviewing the customers documents that were recently sent in for verification and are still in the process of addressing the issue.

• Initial Complaint

  01/18/2025

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  Im filing a formal complaint against ***************** AND WHEEL SA and KOALAFI Financial Company for deceptive advertising practices and unfair fees related to their "90 days same as cash no interest" loan offer. On October 17, 2024,I entered into a loan agreement with KOALAFI based on their advertised promise of "90 days same as cash no interest." I expected to pay off the loan within **************************************************** tax charges.I have encountered several issues that lead me to believe these companies operate unethically and deceptively:1.Unexpected Fees: Before & after the 90-day period,I was charged several fees that were not clearly disclosed at the time of the loan agreement. These fees significantly altered the expected payoff amount on the 90th day.2.Discrepancy in Payoff Amount: On the 90th day (January 17, 2025),when I attempted to make the final payment, the company's system showed a different amount due than what was communicated to me.Additionally, there was a pending payment of $52.78 that should have been automatically drafted on January 15, 2025.3.Misleading Extension Policy:When I called to address the discrepancy & make the payment on the 90th day,I was told it would be considered an extension because it was a few hours past the deadline.This information was never communicated to me & is an unfair & misleading practice.I believe that ****** **************************************** Financial Company are engaging in deceptive advertising & predatory lending practices.Additionally, ****** ************ SA charged me upfront fees that were not disclosed beforehand, further contributing to my belief that both companies are operating unethically.I request a thorough investigation into these practices & seek resolution for the undue financial *************** caused by these misleading terms and hidden fees. I expect a full refund of all additional fees charged & a clarification of the true payoff amount that should have been honored on the 90th day.

  

  Business response

  01/21/2025

  We are sorry to hear  you have been disappointed with your experience at?Koalafi.?Our Customer Advocacy Team will reach out to address your concerns as it pertains to the terms of your?agreement. You can also contact us at ************, Monday to Friday 8am 9pm and Saturday 8am 8pm EST.?
  
  
  
  

  Customer response

  01/21/2025

  [A default letter is provided here which indicates your acceptance of the business's offer.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the offer made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved. If the company does not perform as promised I can get back to you at: *********************************************************************************.
  
  Regards,
  
  ****** Brookschinawa
  
  
  
  

• Initial Complaint

  01/18/2025

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I purchased a dining table at ************************. I selected the 120 days option. My job changed my pay schedule on Jan 1st. So I called in them Jan 14th at 10:14am to tell them I would get paid til the day after the 120 days, so I asked if they were any options available. They told me they could request a two day extension but if I missed that then the early payoff option would be voided. They said my payoff on Jan 18th with the extension would be $424 and change. I agreed to the date and amount. Then I call to make the payment within the timeframe of the extension and they tell me there was never an extension applied to the account?The supervisor, ******, then proceeds to tell me" You agreed on the contract to pay by the 16th of Jan". I said yes, but my employer changed our pay schedule Jan 1st. If I call your business and they offer an extension option, that then negates the contract date. Why would I speak to an agent, be put on hold to get the extension, come back be told the amount to pay, the date to pay and that it was notated on the account to then be told that call never happened? Meanwhile the whole time they are telling me the call is being recorded. But nothings on file? I had to pay $506 for the agents mistake instead of the $424. I want a refund for the difference. Im asking for what was told to be honored. Pretty simple.

  

  Business response

  01/21/2025

  We apologize for any inconvenience you've experienced with?Koalafi, and we truly value your feedback.?A case manager from our Customer Advocacy Team will be contacting you to discuss your concerns. If you need immediate assistance, please feel free to reach out to our Customer Advocacy Team at ************ or by email **********************************************************************************, Monday through Friday from 8a.m 9pm EST and Saturday from 8am 8pm EST. Thank You

  Customer response

  01/23/2025

  Problem was resolved. They listened to the recording and saw that what I was saying was valid. They are refunding me the overage they charged me 
  

• Initial Complaint

  01/18/2025

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I took out a loan with the company thru my car dealership to do repairs. They were deceptive on their terms , charging a $300 fee just for using them , not advertised and instead of deducting payments monthly in the first week they started doing it ever week. I paid off the loan to get rid of this company from gauging me . This loan was paid off in full in August of 2024 and I have proof of my payment .Last month they withdrew over $200 from my checking account 4 months after it was paid in full. I disputed the charges and it was put back in my account. Now they send emails every week saying I owe them more and more money for a missed payment !! And now they have the account listed on my credit report for over $2000. Its paid in full! Please help . I have responded to every email and no one responds or calls me back .

  

  Business response

  01/21/2025

  We are sorry to hear you have been disappointed with your experience at?Koalafi.?Our Customer Advocacy Team will reach out to address your concerns as it pertains to the terms of your?agreement. You can also contact us at ************, Monday to Friday 8am 9pm and Saturday 8am 8pm EST.? 

  Customer response

  01/23/2025

  Better Business Bureau:
  
  I have reviewed the offer and/or response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  The response simply says they are sorry that I am not happy!  I provided proof of a paid off account.  I want them to reflect this account is paid in full on my credit report and on time and stop harassing me and trying to steal money from my checking account after I have paid this off months ago 
  
  Regards,
  
  *** Marie ***************************

  

  Business response

  01/24/2025

  We have contacted the customer to discuss their complaint directly with the information on file but the attempt was unsuccessful. At this time the current resolution will stand per the terms of the agreement was not met.?If the customer needs immediate assistance and or has questions regarding their resolution or account, please feel free to reach out to our Customer Advocacy Team at ************ or by email at *******************************************************************************, Monday through Friday from 8a.m 9pm EST and Saturday from 8am 8pm EST. Thank You

• Initial Complaint

  01/16/2025

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  an account was open in my name I never been to this shop I contacted the bank that open this loan and they refuse to cooperate with me with closing this loan and going after the bank need to never been to this this is clearly a fraud accout where is she paperwork for the work that was done on this car they type where is the invoice at with my signature I have proof I was at another shop on this date so are they selling my infomtion to other shop they can even tell you what type of car I have or drive I will be getting my state sattorgeneral office invoice the camera video of me in the shop with my car I never been here

  

  Business response

  01/16/2025

  We apologize for any inconvenience you've experienced with?Koalafi, and we truly value your feedback.?A case manager from our Customer Advocacy Team will be contacting you to discuss your concerns. If you need immediate assistance, please feel free to reach out to our Customer Advocacy Team at ************ or by email **********************************************************************************, Monday through Friday from 8a.m 9pm EST and Saturday from 8am 8pm EST. Thank You

*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. ↩