Need to file a complaint?
BBB is here to help. We'll guide you through the process.
Complaint Details
Note that complaint text that is displayed might not represent all complaints filed with BBB. See details.
Initial Complaint
09/25/2024
- Complaint Type:
- Billing Issues
- Status:
- Answered
I purchased furniture from ****** furniture and Koalafi was who they set my payments for my furniture through, It was never explained to me from Koalafi that this was a lease not a loan. On September the 4th I made my final payment of $1608.06 to pay off the loan within 90 days (which would fall on 9/8/24). Instead of taking the funds out as requested that took the regular payment of $263.39. when I got in touch with their customer service on 9/25/24 I was told that the payment was reversed because the account didn't work. The account had plenty of funds to cover the amount of payoff. I checked with my bank and they said no payment tried to come through. Now to pay off they said the amount had gone up to *******. Way more than the furniture even cost. I received no notice that the payment didn't go through from them and the excuse was we normally take debit cards for payment. No effort was made to work with me, all I got was " I spoke with my supervisor and my hands are tied" translation we don't care how good a customer you've been, shut up and pay up. Having worked in business I know that nothing is set in stone and everything can be negotiated for a fair outcome for everyone. Based on payments I've already made and am still making, they've already made their money back from the sale of the furniture, now it's just tripling the return at the expense of people who would do business with them again if they were fair stewards with their assets. Will anything good come from complaining, who knows, the good thing is we live in a world where the ability to warn others of the pitfalls of doing business has changed.
Business response
09/25/2024
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.?Initial Complaint
09/23/2024
- Complaint Type:
- Order Issues
- Status:
- Answered
Used their financing company for the 90 day same as cash. They set things up to receive payments accordingly to allow my payoff on time. I had $200 left to pay. So I thought. koalafi renewed my contract without my knowledge and now theyre stating I owe nearly THREE thousand dollars! I did not receive notification of any kind. I feel scammed and that this is robbery. Im a disabled retired veteran. So Im mindful of how I spend my money and this does not fit in to my budget.Business response
09/24/2024
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. You can also contact them at ************, Monday to Friday 8am 9pm and Saturday 8am 8pm EST.Customer response
09/24/2024
Better Business Bureau:
They previously sent me this automated response. This is not solving my issue as they are completely scripted responses they give. This company is a scam and its alarming. I have paid my account and I want this notated as closed and paid.
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.
[Provide details of why you are not satisfied with this resolution.]
Regards,
****** ******Business response
09/25/2024
Following our investigation, Koalafi has provided a resolution to address the customer's concerns. The customer has decided to accept this proposed solution, and successfully resolved their issue to their satisfaction. Should they have any further questions about the resolution, they can reach out to our Customer Advocacy Team at ************, available 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
09/20/2024
- Complaint Type:
- Billing Issues
- Status:
- Answered
I purchased a set of tires through *******. I did not pay them off within the 90 day no interest. However, I just submitted a payoff of $422 on September 18. Today I received another charge for a payment of $48 which wouldve been an overpayment since I had already paid off the total amount due of $422. I contacted customer support via email and phone call to request the $48 be refunded as I had already submitted the total pay off. They refuse to provide a refund. They are very deceptive in their business practices. You cant call something a payoff and then say that I owe more money. I now have to stop payment through my bank account for any future payments as I am concerned they will continue to debit my account.Business response
09/20/2024
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.?Customer response
09/20/2024
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 customer service representative I spoke with was unable to provide any reason why I was charged an additional $48 after I had paid off the total amount on the account to pay it off at $422.
Regards,
****** ******Business response
09/24/2024
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
09/19/2024
- Complaint Type:
- Billing Issues
- Status:
- Answered
Date of withdraw of unauthorized funds: July 09 2024 I revoked authorization to charge my account for any reason with this business and they did so anyway. A clear violation of the **** (Electronic Funds Transfer Act)Business response
09/19/2024
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.Initial Complaint
09/19/2024
- Complaint Type:
- Billing Issues
- Status:
- Answered
June 5, 2024 I applied for a loan to pay for car repair through Koalafi in the amount of $2693.48 for repayment in 90 days interest free. I missed the last payment of $960 on September 5, 2024. On September 18, When I realized my error, I contacted Koalafi to make payment. They said I am now on the 12 mo. Plan and the payoff would be $3293.84!! They refused to work with me on the final payment.Business response
09/19/2024
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.Customer response
09/20/2024
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.
[Provide details of why you are not satisfied with this resolution.]
Regards,
******* *******Initial Complaint
09/18/2024
- Complaint Type:
- Order Issues
- Status:
- Answered
On 2/24/24 I went to ***** due to my car breaking down and was not able to afford the repairs they signed me up with this ******* to finance the repairs. I was not aware of how this worked. I am from the ******* and there was a language barrier so they did not explain anything to me other than I was to make monthly payments in the amount of ***** per month. The original charge was 669 and now the balance is ****************************************************************************************************************************************************** a 30 day same as cash. I called and gave them permission to speak with her and they explained to her what happened. They offered a 10 % discount but I am asking for them to forgive the remainder of the 12 months that is left and refund the overage that has been paid. Yu may contact ******* at ************ as I may not understand what needs to be done.Business response
09/19/2024
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.Initial Complaint
09/18/2024
- Complaint Type:
- Sales and Advertising Issues
- Status:
- Answered
Well it started around the holiday time when I was out of the job and my car needed a repair that I couldnt afford at the time. The ******** I went to suggested koalafi which sounded nice that it had a ********************* fees, so I went for it knowing Ill have a job soon to pay it off. Now fast forward my car needed another repair but this time it needed a lot done like struts, ball joints, breaks etc. Now at that time I was just starting flight school which was taking most of my pay from work so when I went to this second ******** and they offered koalafi I wasnt that oppose to it. However I was not sure if I was able to pay off this loan in time this time since it was over $3,000 and I was already paying a lot for school. However the shop said that they may offer the loan with no interest/rates and give me more than 90 days to pay it off. I even remember calling about this to confirm and they said it is an option but I have to go through the process all over again with the shop and so I did. They ended up giving me a loan but turn out to be a 90 day like before but my car needed another repair, and so they put me for the loan again and told me this time it was a 12 month period. Now I was onboard for that since I was for sure going to it all in 12 months no interest/fees. Fast forward that was not true and I didnt even notice until it was too late. Now I am looking at paying around $10,000 with payments of around $600 a month! Thats more than double of what I owe! These prices are insane and I cant afford it. I feel mislead by the shop and koalafi for having me believe I had more than 90 days. They really took advantage of me on a time of need. They are like loan sharks just trying to get more money out of you. What exactly is the point of high interest rates/ fees! I am more than willing to pay for the exact cost of repairs but this is ridiculous! I could be buying a brand new car! I could finish off paying for school! Instead I have to pay these sharks.Business response
09/18/2024
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.?Initial Complaint
09/17/2024
- Complaint Type:
- Billing Issues
- Status:
- Resolved
I am not liable for this debt with West Creek Financial, I do not have a contract with West Creek Financial, they did not provide me with the original contract as I requested.Business response
09/18/2024
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!Customer response
09/18/2024
[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
09/13/2024
- Complaint Type:
- Billing Issues
- Status:
- Answered
I lost my job tried talking to their customer service .2 times all I got is we cannot change contract ounce it is signed.also 3 weeks ago I talked to them to let them know I had to change checking account .and they did not do that even .also I'm not making much money told customer service I can start making payments of $90.00 starting Oct 3. 2024 or I may have to file bankruptcy.and they still refuse to help I know my dinning room furniture was only $599.95 don't much care I'm paying well over $1800 for that set .may you can help with that as well would be great .but they refuse helping me keep saying going to collection .and wage assignments.on what my Social Security and my unemployment. Lost large amount getting laid off work only offered work when work has a few hours they can give me please helpBusiness response
09/16/2024
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. You can also contact them at ************, Monday to Friday 8am 9pm and Saturday 8am 8pm EST.Customer response
09/17/2024
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.
[Provide details of why you are not satisfied with this resolution.]
Regards,
*****************************Initial Complaint
09/12/2024
- Complaint Type:
- Billing Issues
- Status:
- Answered
I have purchased things through koalafi before, and never had any issues. Until recently, when I purchased what I thought was a higher end computer system for one of my children, it was not presented for what it was. The specs were different than what I was told when it was delivered, I called Koalafi, And was informed to return the item to the distributor in this case it was Stanleys. ******** told me they do not have a return policy for koalafi that I would have to get back in touch with them to return the item. When I called them and explained what was going on, I was informed that I would have to pay them like 900 and something dollars to return the item and to clear my account. When I told them that the item I received was not the item I had purchased I was told that they would escalate my issue and then I would not have to pay anything and that someone from their company would call me within three business days. No one called. I called several times. No one called me back. This went on for the last few months when I received a credit report hit saying I missed a payment from Koalafi. I called them back that same day and was told the same thing that I would have to pay 900 and some odd dollars to clear my account, i informed this particular Employee about it being the incorrect product to begin with she told me again that someone would reach out within three business days. No one has called. I want this removed from my credit. And I would like to have a written apology from Koalafi for their blatant disregard for customer service and for damaging my credit for something I did not purchase. The item was incorrect. It was presented to me as something it wasnt and they have done nothing to remedy the situation other than mar up my credit and cause me grief.Business response
09/12/2024
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.?Customer response
09/17/2024
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.
For the item I received which was the incorrect item, and with no return policy in place regarding incorrectly delivered items through Koalifi or Stanleys, they are still insisting that I owe them money for the item, which they have in their possession, and was not the item I had originally leased to buy. They dont care about their customer base, nor do they care about keeping customers. Had I received the correct product that I had wanted I would not be in this particular situation. They said they will not close the account or waive anything. And I will not be paying them a dime for an incorrect product I did not purchase or agree to purchase.
Regards,
*************************Business response
09/18/2024
Following our investigation, Koalafi has provided a resolution to address the customer's concerns. Unfortunately, the customer has decided not to accept this proposed solution. As the required steps for resolution have not been met, the current resolution will remain unchanged. If you require immediate assistance or have further questions regarding your resolution or account, please don't hesitate to reach out to our Customer Advocacy Team at ************ or via email at ************************************************. We are available Monday through Friday from 8 am to 9 pm EST and Saturday from 8 am to 8 pm EST. Thank you for your understanding and cooperation.Customer response
09/18/2024
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 will not pay or be charged for their negligence and lack of due diligence with the vendors they allow to use their service. They wont provide their resolution here, because they want me to pay for something I did not order. I received the wrong item when it was delivered and was not satisfied with it being incorrect. Their lease agreement doesnt cover instances of wrong or incorrect items, and so they will only revert back to charging the customer for receiving wrong or incorrect items.I have completed a purchase with this company before without instance, but after this unprofessional and downright unethical event, will never now or any time in the future recommend this company to anyone.
Regards,
*************************
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. ↩
BBB Business Profiles may not be reproduced for sales or promotional purposes.
BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.
When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.
BBB Business Profiles generally cover a three-year reporting period. BBB Business Profiles are subject to change at any time. If you choose to do business with this business, please let the business know that you contacted BBB for a BBB Business Profile.
As a matter of policy, BBB does not endorse any product, service or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation.
Customer Reviews are not used in the calculation of BBB Rating
Contact Information
Want a quote from this business?
Get a QuoteCustomer Complaints Summary
489 total complaints in the last 3 years.
169 complaints closed in the last 12 months.