Complaints

• 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

• Initial Complaint

  01/14/2025

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I have used Koalafi in the past without issues but this particular "lease" as they call it, feels very different. I borrowed $1,650 and by the time I pay this lease off, I will have paid three times as much as I borrowed. When does this become a criminal exploit? I emailed the company in November and never received a response. I worked with my bank to solve this issue and they were not able to assist in working with the company. I called today on January 14 and I spoke to *****, who is a supervisor (they never give last names) which is a red flag. She was not supportive or willing to work with me. I have already overpaid the lease amount by $800 and when I am done paying it will be almost $5,000????? This is fraudulent and unscrupulous. I am asking that something be done to bring this lease to a close with a more acceptable and achievable payment terms. Thank you, ******** ****, ************ or *****************************

  

  Business response

  01/14/2025

  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.? 
  

  Customer response

  01/14/2025

  Better Business Bureau:
  
  I have reviewed the offer and/or response made by the business in reference to complaint ID ******** and do not see any reply on rectifying or being amicable in settling this debt in a fair and honorable way, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  I am not seeing any resolutions presented, only a "auto response" which leads me to believe they could care less about my situation.
  
  Regards,
  
  ******** ****
  
  
  
  
  

  

  Business response

  01/15/2025

  
  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.?  

• Initial Complaint

  01/13/2025

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I applied for a loan and were approved. At the end of November 2024 my was furniture was delivered to my house. The following week approximately the first week of December, I called Koalafi customer service and requested 90 same as cash buying options. The representative told me I was on a recorded line and, I said that was fine and I agree to being recorded. I was very clear to the representative that I would like my payments divided equally into 3 payments same as 90 cash. She informed me on a recorded line that she had set up my request. Fast forward I go to the sore on January 11, 2025 and find out that the representative did not divided my payments into 3 equal payments as she said she did on a recorded line. I spoke to Joe a supervisor on January, 13, 2025 at 3:35 pm California time. He told me he would go back and play recorded conversation of me having with the representative asking for 90 same as cash and 3 monthly payments divided equally into 3 months. He said a case manager would call me back between 4 to 5 days.

  

  Business response

  01/14/2025

  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 844-821-6424, Monday to Friday 8am – 9pm and Saturday 8am – 8pm EST.? 

• Initial Complaint

  01/08/2025

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I applied for credit from this company, back in August of 2024. After been approved for purchase, I changed my mind. I canceled agreement with company, never took ownership of property. This company is still billing me for merchandise I never received from them. I called them several times about this issue. They stated that account would be taken care of. This company is a scam, they been reporting to credit bureau late payments since August of 2024. I want this account closed, and removed from credit file.

  

  Business response

  01/09/2025

  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

• Initial Complaint

  01/05/2025

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  This is my first time using this company, and so far my experience with them has been a stressful, horrific nightmare. I went to a furniture store and ordered furniture, which they recommended this company. This was in October 2024. It's January 2025 and I still have not received the furniture due to the delivery date constantly being pushed back. The company has been informed by the furniture store supervisor and by me that I have not received the furniture. I have a letter from Koalafi that states my payments start after delivery. However, they have been taking payments out of my bank account and refuse to reverse the payments until I receive the furniture. I don't mind paying, though I should not be charged until after I receive the product. Additionally, I set up for the 90-day pay; this company says my 90 days end in February 2025. How? When I have not yet received the furniture. They are deceiving me. Also I have contact Koalifi multiple times have been told a supervisor will contact Me still no contact from a supervisor. They have taken money out of my bank account for products I have not received yet. Also have put a negative remark in my credit profile saying first payment has not been made which is false information.

  

  Business response

  01/06/2025

  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

  01/03/2025

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  On Oct. 31, 2024, I took my car to the shop as it needed some brake work. I was quoted $2,952.13 for the parts and labor. The shop told me that I can apply for financing through Koalafi to cover the cost of the repair. They filled out an application for me and told me that as long as I pay off the amount borrowed within 90 days, I won't have to pay any interest or fees. So, I agreed to these terms and provided my bank account information and social security number so that the shop can fill out an application on my behalf. There was a $49 application fee, which was my first clue that I may be dealing with a predatory lending company. It has been approximately two months since I borrowed the $2,952.13 and already Koalafi wants $4566.57 to pay off this account by the 90 day deadline on Jan. 29, 2025 and a total of $6,227.14 if I go past the deadline of Jan. 29. These are not the terms that I agreed to. As I already paid $415.16 on this loan, I should owe $2,536.97 before Jan. 29, in order to settle this account. ******************** wants to charge me a fee of $2,029.60 to settle this account within the 90 days, or a fee of $3,275.01 after the 90 days have passed. This is more than double the amount I originally borrowed. This company engages in deceptive practices. They need to correct the payoff amount to $2,536.97 and I will pay it off as originally agreed, by Jan. 29, 2025.

  

  Business response

  01/06/2025

  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

  01/03/2025

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I voluntarily returned items through their lease purchase program on Saturday, 12/28/24. The items were picked up by the merchant. My account was not due for a payment until 12/30/2024. On 12/30/2024, I received an email stating that my account was closed on 12/30/2024. ******* continued to bill me for the next month for $542 on a re-presented payment that they started processing on 12/23/2024, which is prior to the due date of 12/30/2024. The re-presented payment was on 12/31/2024 after the merchandise was picked up. I did not owe them anything. They are refusing to issue a refund or a proration. These practices are not fair or just. I only had to keep the furniture for 84 days which that requirement was met. I would like a refund. They now have the furniture which I spent $2700 on and all of the payments that I did not/should not owe. There is nothing in their contract that states that they will process payments days ahead of time before they are due and you pay even after they have picked up the merchandise days before the due date. I did not give them permission to charge my card. The *** was reversed and they copy charged my card without my knowledge without re-presenting a check, which was the method of payment.

  

  Business response

  01/03/2025

  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

  12/29/2024

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  12/2024 I did a routine check on my credit report and noticed an account that i wasnt familiar with by the company name Wc/ Koalafi stating i owe ********.I never opened account with them and they are holding me back for future credit opportunities.

  

  Business response

  12/30/2024

  We're sorry for any dissatisfaction. Our Customer Advocacy Team will investigate and address your concerns. For immediate assistance, contact us at ************ or *******************************************************************************, Mon-Fri 8am-9pm EST, Sat 8am-8pm EST. Thank you.

  Customer response

  12/30/2024

  [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,
  
  *********** ******
  
  
  
  

• Initial Complaint

  12/27/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  I am liable for this debt with koalafi, they did not provide me with the original contract as requested.

  

  Business response

  12/30/2024

  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.

*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. ↩