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Complaint Details
Note that complaint text that is displayed might not represent all complaints filed with BBB. See details.
Initial Complaint
03/10/2022
- Complaint Type:
- Billing Issues
- Status:
- Answered
This account was opened December of 2020, it has been paid in full and is continuously reporting negative on my credit report, which is affecting my credit negatively. I have contacted the company who provided no resolution. I would like this removed/deleted from all credit reports.
Business response
03/17/2022
Koalafi has reached out to the customer to discuss their complaint further but has not been able to get in touch with them. We would like the opportunity to discuss this further and encourage the customer to reach out to our Customer Advocacy Team at ************ Monday through Friday from 8:00 am to 9:00 pm EST or Saturday from 8:00 am to 8:00 pm EST.Customer response
03/18/2022
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 have already spoken to two different people, one which was a manager/supervisor who did not provide any resolution besides telling me to contact ********** which is not a resolution because ********** is not responsible for the company accurately reporting the correct information. I was told this company reports monthly but it has not been reported since Jan 2022 and this is negatively affecting my credit when the account has a zero balance. It needs to be removed from all credit reports immediately to prevent further harm to my credit.
Regards,
******* ****
Business response
04/05/2022
After receiving the complaint, Koalafi completed an investigation and has addressed the concerns listed in the customer’s complaint. Unfortunately, we have been unable to contact the customer to discuss their concerns and resolution of their issue. We encourage the customer to reach out to us with any questions or concerns regarding their account and resolution by contacting our Customer Advocacy Team at 844-821-**** Monday through Friday from 8:00 am to 9:00 pm EST or Saturday from 8:00 am to 8:00 pm EST.Initial Complaint
03/09/2022
- Complaint Type:
- Billing Issues
- Status:
- Answered
I purchased a mattress and during the application process, was told $*** bi weekly would come out of my account. It did one time. They set up payments so the total would not be met in the 3 months. I have called to no avail. I now have to pay double the amount. This is a bait and switch system. I will also be reporting the mattress company. I would like to pay off the mattress and not deal with this sham of a company. I will inform others of their poor business. I added my bill and that is price I will pay. I am only 6 days over 3 months. Koalafi is a sham.Business response
03/11/2022
Koalafi has reached out to the customer and discussed the complaint with them directly. If they have any additional questions or concerns, they can reach out to our Customer Advocacy Team at ************ Monday through Friday from 8:00 am to 9:00 pm EST or Saturday from 8:00 am to 8:00 pm EST.Initial Complaint
03/02/2022
- Complaint Type:
- Billing Issues
- Status:
- Answered
On November 8, we started into an agreement with Koalafi for tires that we had purchased. We were paying regularly with out missing any payments. On January 26, 2022, I called to pay off the balance on my tires. The person that I talked to informed me that I had until March to pay them off without any interest. At this time, I paid 240 towards the tires, half of what was still owed. I called in today to pay off the remaining balance, the 2nd of March. I am now being told that since I went over my 90 days that I now owe almost double of what I paid for them in the first place. I explained to them what was told to me on 1/26 and was told that is not true and that they didn't have to do anything for me since I went over my 90 days. I am not paying them more than what I was told by the rep on 1/26. I would like a quick response so that this can be taken care ASAP.Business response
03/03/2022
Koalafi has reached out to the customer and discussed the complaint with them directly. We have reached an agreement to resolve their issue and that resolution is in progress. We thank them for their patience. If they have any additional questions or concerns, they can reach out to our Customer Advocacy Team at 844-821-6424 Monday through Friday from 8:00 am to 9:00 pm EST or Saturday from 8:00 am to 8:00 pm EST.Initial Complaint
02/28/2022
- Complaint Type:
- Customer Service Issues
- Status:
- Resolved
On February 18, 2022; I immediately notified this company and informed them that I did not receive the items from the *** Furniture Company, and at the same time the furniture company also illegally activated the lease account in my name without me receiving the merchandise. I informed several agents as well as two supervisors that I cancel the order from the company for failure to communicate the time of delivery as well as failing to inform me that delivery was in process. Furthermore, I inform this leasing company that a lease was immediately activated once I told the sales agent *** that I want to cancel. I also told the owner that I want to cancel the order and he stated that he will not cancel the order and I am going to have to sue him. I left the owner text messages and he decided to block me; so I am unable to reach anyone from the store to cancel. I also provided a signed affidavit and informed the agent that my landlord can provide me with video footage that I did not receive the items. According, to customer service they stated that they contact the furniture company but no response. The company did put a hold on me having to make any payment but it has been over 6 business days without any resolution in sight and hold does not mean that the account is canceled. I want the company to cancel this lease because 1st it is against the law for any company to activate a lease without the items. In fact, it is a breach of contract. If this situation can not be resolved asap; I will file a police report and get in contact with the fraud unit and file a complaint. Furthermore, I will contact news outlets and post this injustice on social media because since the owner is not responding to the leasing company on this issue; the lease should automatically deactivate or be closed. This situation has caused me distress because the amount on the lease is 2200. Being charged for items that I did not receive is robbery and I need this to get resolved.Business response
03/02/2022
Koalafi conducted an investigation and has addressed the concerns listed in the customer’s complaint. We appreciate their patience as we proceed through process for resolution. If the customer has any additional questions or concerns, they can reach out to our Customer Advocacy Team at ************ Monday through Friday from 8:00 am to 9:00 pm EST or Saturday from 8:00 am to 8:00 pm EST.Customer response
03/03/2022
** ******* ****** ** ******** **** ***** ********* **** ********** ** *** ********** ****** ** *** ***** *** *** ****** ** ****** ******* ****
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: complaints@richmond.bbb.org.
Regards,
******* ********
Initial Complaint
02/28/2022
- Complaint Type:
- Product Issues
- Status:
- Resolved
They charged me $** payment yet I never actually took a line of credit out through them. Per attached email screenshot I had only applied and did not open any actual line of credit with them.Business response
03/03/2022
Tell us why here...Koalafi has reached out to the customer and discussed the complaint with them directly. If they have any additional questions or concerns, they can reach out to our Customer Advocacy Team at ************ Monday through Friday from 8:00 am to 9:00 pm EST or Saturday from 8:00 am to 8:00 pm EST.Customer response
03/04/2022
** ******* ****** ** ******** **** ***** ********* **** ********** ** *** ********** ****** ** *** ***** *** *** ****** ** ****** ******* ****
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: complaints@richmond.bbb.org.
Regards,
**** ******
Initial Complaint
02/27/2022
- Complaint Type:
- Billing Issues
- Status:
- Answered
I have closed my account after early pay off (Feb 11), yet they deliberately didn’t close it until one last payment was drafted and promised a refund within 3-5 business days (Feb 17). I have yet to see this refund and it has been over the 3-5 business days as it is now Feb 27 and the payment shouldn’t have been drafted in the first place. I am looking into legal action.Business response
03/01/2022
Koalafi conducted an investigation and has addressed the concerns listed in the customer’s complaint. We appreciate their patience as we proceed through process for resolution. If the customer has any additional questions or concerns, they can reach out to our Customer Advocacy Team at ************ Monday through Friday from 8:00 am to 9:00 pm EST or Saturday from 8:00 am to 8:00 pm EST.Initial Complaint
02/25/2022
- Complaint Type:
- Product Issues
- Status:
- Answered
I paid my account in full on January 28, 2022. I paid it off early, with a letter from them it was paid in full. Since then every two weeks, my pay period. They have continued to take payments out. I've talked to them and had to wait over a week for my refund that was their mistake. I called them again today, because they took another one out of my account. Now again I have to wait on them to refund it which is their mistake. I did not authorize these payments after the fact. Something needs to be done about this!!!Business response
02/28/2022
Koalafi has reached out to the customer and we are currently working to resolve their concerns. They can continue to work with us by contacting our Customer Advocacy Team at ************ Monday through Friday from 8:00 am to 9:00 pm EST or Saturday from 8:00 am to 8:00 pm EST.Initial Complaint
02/25/2022
- Complaint Type:
- Billing Issues
- Status:
- Answered
This company is a scam and shouldn't be allowed to operate any longer im paying almost triple for a mattress after being screwed over on the 90 day plan I still payed on time every two weeks *** dollars yesterday I called and made a *** payment with a different card because the card on file didn't have the balance to pay the bill as a one time payment and to also not charge the card on file so they took my *** dollar payment and next day on the same card I used For a one time payment they charged another *** dollars so I'm on hold with them the past two Hours trying to get my payment back this company has had so many problems with taking payments without authorization and shouldn't be allowed to report to any credit agenciesBusiness response
02/28/2022
Koalafi has reached out to the customer and we are currently working to resolve their concerns. They can continue to work with us by contacting our Customer Advocacy Team at ************ Monday through Friday from 8:00 am to 9:00 pm EST or Saturday from 8:00 am to 8:00 pm EST.Initial Complaint
02/24/2022
- Complaint Type:
- Billing Issues
- Status:
- Answered
Purchased/financed a $***** mattress in July 2021. Started paying payments of $*** to Koalafi. The seller at the mattress business where I bought the mattress said if paid off in 3 months it could be interest free but I didn’t want to pay it off in 3 months , so I knew the interest would get added on. After some months of automatic payments totaling almost $****, I checked to see my balance- instead of just adding in the interest Koalafi doubled it plus tacked on the interest ! I called them, thinking surely it was a mistake, but they said it wasn’t and wouldn’t help me. So I called my bank to put a Stop Payment on any more automatic payments. Plus the mattress was awful, like I was sleeping in a hole, leaving me in pain and I had to get a new one. I paid almost $**** and they say I still owe $*****.Business response
03/01/2022
Koalafi has attempted to contact the customer to confirm resolution for their issue and have not yet received a response. We encourage the customer to reach out to us with any questions or concerns regarding their account and resolution by contacting our Customer Advocacy Team at 844-821-6424 Monday through Friday from 8:00 am to 9:00 pm EST or Saturday from 8:00 am to 8:00 pm EST.Customer response
05/06/2022
Complaint Type: Problem: I’ve filed before but it hasn’t been resolved. Bought a king size mattress from Mattress by Appointment in *** **** ** and they never once said it was a lease- and if not paid in 3 months the bed would double in its price. They only said the interest would be added on after 3 months and I was fine with that. The finance company is called Koalafi and I paid almost ****$ for a ****$ mattress and had to put a stop payment on the payment that has to be drafted- there isn’t even a way to delete my bank card info! It’s a huge scam . And the bed was awful and I can’t even use it. Plus Now my credit will look bad. Please help.Desired Resolution / OutcomeDesired Resolution: Other (requires explanation)Desired Outcome: Refund; They can come get the bed and refund me what I paid.Business response
05/10/2022
We will be reaching out to the customer to discuss their concerns regarding Koalafi. They can also contact our Customer Advocacy Team at 844-821-6424 Monday through Friday from 8:00 am to 9:00 pm EST or Saturday from 8:00 am to 8:00 pm EST.Initial Complaint
02/24/2022
- Complaint Type:
- Product Issues
- Status:
- Answered
On January 1, 2022 I made a closing payment of $******, which was taken out of my account on January 5, 2022. The payment was reversed but never replaced into my account. They continued to take out payments afterward which total’s $**** I emailed them my statement on 02/10/2022 and didn’t receive a reply, so I called on 02/24/2022. I got a hold of Supervisor Alex who advised it was my banks fault and refused to patch me through to his boss and hung up on me.Business response
03/01/2022
Koalafi has reached out to the customer to discuss their complaint further but has not been able to get in touch with them. We would like the opportunity to discuss this further and encourage the customer to reach out to our Customer Advocacy Team at 844-821-6424 Monday through Friday from 8:00 am to 9:00 pm EST or Saturday from 8:00 am to 8:00 pm EST.
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537 total complaints in the last 3 years.
201 complaints closed in the last 12 months.
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