Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

• Initial Complaint

  Date:05/21/2025

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am not liable for this debt with kafene *** I am a victim of identity fraud and have filed a police report . I do not have a contract with kafene *** , they did not provide me with the original contract as I requested.

  Business Response

  Date: 05/21/2025

  Thank you for reaching out to us and bringing this to our attention. At Kafene, we are committed to providing excellent customer service.
  We understand concerns regarding a Lease Purchase Agreement entered with Kafene on May 16, 2021. Our records indicate that we had a welcome call completed on June 7, 2021, during which the identity was confirmed. Per your request we will email a copy of the signed Agreement.

  
  If you believe you are a victim of identity theft or fraud, we take this very seriously. To investigate this matter thoroughly, we require the following documentation to be sent to our secure inbox at ******************************** within the next 15 days:
  
  A full copy of the Police Report (including all pages).
  A completed FTC Affidavit, which can be found at ***********.
  A clear copy of your drivers license or another valid government-issued ID.
  Proof of your address dated from May 2021, the month your lease originated.
  Once we receive these documents, our team will begin a comprehensive investigation.

  
  If you would like to discuss this further, please do not hesitate to contact us at ************, ****** **
  
  
  

  
  

• Initial Complaint

  Date:05/14/2025

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I find this account to be incorporated with inaccurate information, I strongly believe this to be misleading and misrepresentation of my credit history.

  Business Response

  Date: 05/21/2025

  Before addressing the Complaint, it would be worthwhile to provide an overview of Kafene, Inc.(Kafene).  Kafene provides a point-of-sale, lease purchase and rent-to-own (RTO) options that merchants can offer to their customers as an alternative to paying with cash or credit.Kafene does not currently offer loans. Kafene purchases the merchandise from the merchant and leases/rents it to the consumer.  Kafene operates nationally and complies with all other applicable laws and regulations.  
  
  The customer entered into a Lease Purchase Agreement (Agreement) with Kafene on August 20, 2024. 
  The Agreement offers an option for the customer to take ownership of the rented items during the first 95 days after receipt of the rented items. (the "95-Day Option") and an option to purchase the rented items for an amount that is discounted from the Total of Payments (the "Early Purchase Option"). The 95-Day Option ended on December 1, 2024.  Unfortunately, the customer did not take advantage of this option.
  To ensure our customers understand the information in our Agreements we provide a Price Tag Disclosure before you receive the lease documents and a Price Table above the signature block.  Both sections provide a summary and an explanation of the Total of Payments, Cost of Rental, Cash Price, Initial Payment, Amount of Each Payment, the Number of Payments, and the Rental Period.  It is important to note the customer signed directly below the Price Tag Disclosure and under the Price Table:You acknowledge that you have received a copy of this price tag disclosure before you have been given a copy of a rental purchase agreement for the Property."
  We have conducted a thorough review of the account and have determined the information submitted is accurate. As of the date of this response, the account has accrued $3,537.72 of past due renewal payments. Kafene reports payment information to Equifax, Experian and *********** monthly.
  Please contact our **************** team at ************* with any questions.  For faster service,the customer may elect to use our automated telephone service or visit our Customer Dashboard 24/7 at ******************************.  ***** services allow the customer to use the telephone or a computer to check balances, review payments, review contract details, and to make payments on their lease.
  
  

• Initial Complaint

  Date:05/08/2025

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  The company calls me daily and leaves a voice mail. I've blocked the number and it still goes thru. I call back only to hear a recording to give personal info. I've never heard of this company before this. This is harassment without any way of speaking to an employee without giving personal information.

  Business Response

  Date: 05/12/2025

  Kafene provides a point-of-sale, lease purchase or rent-to-own (RTO) options that merchants can offer to their customers as an alternative to paying with cash, a loan, or other credit products. Kafene operates nationally and complies with all other applicable laws and regulations.
  
  We have successfully added the phone number ************** to our Do Not Call List.

  
  If there are any further questions, please direct them to our **************** team at *************.

  
  

• Initial Complaint

  Date:04/04/2025

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We did not create an account with Kafene. In November 2023, they withdrew unauthorized funds from our checking account. They also send in 11/2023 a letter requiring payment on a renewal. We called the telephone number on the letter and told them this is not ours. They wouldn't give information on the original transaction unless we gave them a bunch of personal information. Finally they told us it was for an appliance rental. We told them it is not ours. We never entered into any appliance rental. It is now April 2025 and they still call almost daily requesting a call back. We have an appliance which was purchased and paid in full prior to delivery from a local dealer with no connection to Kafene. We have put a complaint in with the *************************. It is becoming a situation of harassment. We looked up the company they said te rental initiated, it has been out of business for years. Kafene has never provided a copy of an agreement with a signature. We feel harassed and feel this is fraud.

  Business Response

  Date: 04/07/2025

  Kafene strives to provide exceptional customer service. We thank the customer for bringing this matter to our attention. On October 24, 2023, the customer entered a Lease Purchase Agreement (Agreement) with Kafene. Our records indicate on October 26, 2023  we spoke with the customer who confirmed their identity, and a welcome call was completed.
  If the customer believes they are the victim of identity theft or fraud, we will need the following documentation sent to our secured inbox ******************************** within 15 days.
  A *********** Report (all pages).
  An FTC Affidavit (***********).
  A copy of his/her drivers license or government issued ID.
  Proof of address from the month the lease originated.
  Once the customer sends in the above documents, we will investigate this matter further.
  The customer may contact us to discuss this further at ************ Option 1.

• Initial Complaint

  Date:04/04/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  A purchase was made on 10/2024. I understood that if I paid the full balance of the purchase by January 28th of 2025, I would not be charged any other interest and that would close the account. I made a payment on 01/13/25 which to my understanding was the remaining balance of my purchase. I made a call the next day and was told that a payment was still due to close out the account. I see that a payment is initiated from my account and I believed this was the last payment to close out the account. A few weeks later, I receive an email alerting me of my payment scheduled and decide to call them to see why this is happening. I am then told by agents that I have a balance of $3600 and payments will continue. My intention was to close out the account before the 90 days of purchase and explain to the agents what I understood at the time was happening. I have tried multiple times to contact them and am told each time that they cannot do anything. It was never communicated to me that the account was to be extended for a missing payment of $114. I have tried to work with the agents who are extremely rude and absolutely do not care to work with consumers. The shady practices of this business are designed to only benefit the business. They do not care to work with consumers to solve issues. Had I been made aware that I had one payment remaining and that this was not the payment that was being processed at the moment, I would have made that last payment. They never made the attempt to reach out to me to tell me that another payment was due to close out the account with the early buyout price. They have all my correct contact information yet wait until well after the date for early termination to send me an email to tell me the account was still active. The lack of communication from the company and unethical business practices have cost me thousands of dollars. I am asking for an agreement to close my account and for a refund of the payments made past the early buyout price.

  Business Response

  Date: 04/17/2025

  The Agreement includes a 90-Early Payment option which expired on January 28, 2025. According to our records, the customer contacted us on January 16, 2025, we provided the remaining balance and expiration for the 90-Early Payment option. Unfortunately, the customer did not take advantage of the ******** Payment option during the initial 90 Day period.
  Once the initial 90-Day period expires, the customer is able to acquire ownership at a significant discount. Both the Early Payment and Early Purchase Options are explained on page 3 of the Agreement.
  On April 4, 2025, the customer and a member of our leadership did discuss the options available for the remaining amount owed on the lease.
  We reviewed the call recordings,and the employees remained professional throughout each of the calls. We can provide a copy of the recordings upon request.
  Kafene complies with all federal and state lease purchase laws and regulations.
  We look forward to working with the customer to discuss the options further. Please contact our **************** team at *************.  For faster service the customer may elect to use our automated telephone service or visit our Customer Dashboard 24/7 at ******************************.  ***** services allow the customer to use the telephone or a computer to check balances, review payments, review contract details, and to make payments on their lease.
  

  Customer Answer

  Date: 04/17/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  [Your Answer Here]

  After reaching an agreement that we will opt for a discount of $2000 to satisfy this account and we had to make 3 payments to satisfy this amount, which we already made the first payment of $666.66 and the company agreeing to not so to ye to withdraw the weekly payments of $114.44, they have continued to take these weekly payments. If the company is arguing the contract and the communication as a basis for us to pay this account. I would think they will also abide to their side of the contract. I request that the company listens to these recordings and look at payment activity after 4/4/25 which is when the agreement and first payment was made. There was clearly a lack of communication by the agents because they never mentioned there was a payment in process when they told us about the amount that was remaining. They clearly stated that it was one payment remaining. Yet we reach an agreement with them where they were not going to withdraw anymore payments aside from the 3 payments of $666 and some change which were set to be made once a month. We find that they are still taking the weekly payments on top of the monthly payments agreed to. This is an agreement and your agent clearly stated no weekly payments. This company never keeps their word. They are rude and engage in shady practices to make a profit. Lack of communication with the consumer to make sure they extend the contract but never keeps their word. Please refund the weekly amounts being taken from my account as well as these are not authorized and that is recorded in the calls  

   

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

  
  Sincerely,
  
  ***** *****
  
  
  
  
   
  

  Business Response

  Date: 05/07/2025

  A member of our Leadership team has reached a mutual resolution with the customer.
  Should the customer have any further questions, they can contact our Customer Success team directly at ************* ****** **
  
  

• Initial Complaint

  Date:03/27/2025

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Kafene keeps charging my debit card. $282.74. I have disputed the charges and received a new debit card from the bank. This has happened 3 times. Im a 17 year old student who never authorized these charges. My bank told me it is a furniture leasing company. Please help!

  Business Response

  Date: 04/07/2025

  Kafene strives to provide exceptional customer service. We thank you for bringing this matter to our attention. We reached out via email in order to obtain additonal information regarding this matter. Please follow up on the email or contact us directly at ************ Option * to help with getting this issue resolved.

• Initial Complaint

  Date:03/26/2025

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  To Whom it may concern,This letter is to inform you that I recently received a copy of my credit report that your company publishes and after reviewing it I found a number of items on the report that are inaccurate. The accounts in question are listed below. Please send me copies of the documents that you have in your files as of this date that you used to verify the accuracy of the accounts listed below.YYEA2 Under the Fair Credit Reporting Act, 15 U.S.C. 1681g I have the right to demand that you disclose to me all of the documents that you have recorded and retained in your file at the time of this request concerning the accounts that you are reporting in my credit report. Please dont respond to my request by saying that these accounts have been verified. Send me copies of the documents that you have in your files that were used to verify them. If you do not have any documentation in your files to verify the accuracy of these disputed accounts then please delete them immediately as required under Section 611(a)(5)(A)(i). By publishing these inaccurate and unverified items on my credit report and distributing them to 3rd parties you are damaging my reputation and credit worthiness.

  Business Response

  Date: 04/07/2025

  Kafene strives to provide exceptional customer service. We thank the customer for bringing this matter to our attention. On November 24, 2023, the customer entered a Lease Purchase Agreement (Agreement) with Kafene.
  If the customer believes they are the victim of identity theft or fraud, we will need the following documentation sent to our secured inbox ***************************************** within 15 days.
  A *********** Report (all pages).
  An FTC Affidavit (***********).
  A copy of his/her drivers license or government issued ID.
  Proof of address from the month the lease originated.
  Once the customer sends in the above documents, we will investigate this matter further.
  The customer may contact us to discuss this further at ************ Option 1.

• Initial Complaint

  Date:02/27/2025

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  To Whom it may concern,This letter is to inform you that I recently received a copy of my credit report that your company publishes and after reviewing it I found a number of items on the report that are inaccurate. The accounts in question are listed below. Please send me copies of the documents that you have in your files as of this date that you used to verify the accuracy of the accounts listed below. ******************** ***** ***** - $2,986.00 KAFENE ***** ***** - $1,072.00 Under the Fair Credit Reporting Act, 15 U.S.C. 1681g I have the right to demand that you disclose to me all of the documents that you have recorded and retained in your file at the time of this request concerning the accounts that you are reporting in my credit report. Please dont respond to my request by saying that these accounts have been verified. Send me copies of the documents that you have in your files that were used to verify them. If you do not have any documentation in your files to verify the accuracy of these disputed accounts then please delete them immediately as required under Section 611(a)(5)(A)(i). By publishing these inaccurate and unverified items on my credit report and distributing them to 3rd parties you are damaging my reputation and credit worthiness.

  Business Response

  Date: 03/11/2025

  Kafene strives to provide exceptional customer service. We thank the customer for bringing this matter to our attention. On August 19, 2023, the customer entered a Lease Purchase Agreement (Agreement) with Kafene.
  If the customer believes they are the victim of identity theft or fraud, we will need the following documentation sent to our secured inbox ******************************** within 15 days.
  A *********** Report (all pages).
  An FTC Affidavit (***********).
  A copy of his/her drivers license or government issued ID.
  Proof of address from the month the lease originated.
  Once the customer sends in the above documents, we will investigate this matter further.
  The customer may contact us to discuss this further at ************ Option 1.
  

• Initial Complaint

  Date:02/22/2025

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I brought my furniture from them just about a year ago, I fell on some hard times in life and I couldnt pay what I owed, they offered me a settlement plan and at start I paid $145.00 to start it off, I then took off a card which wasnt supposed to be on the account and told them to charge another account which was my ***** ****** I then keep seeing that they are still taking money from that previous account after multiple calls telling them not too, it was told to me that they took the account off and yet this persons card is still being charged $295.00 over and over and over again and they are saying they will continue charging it. That is NOT my money nor my account that they are taking from ! And till this day 02/22/25 they are still stealing money from that account ! All I want if for them to refund the other person of their money ALL of it, and charge my card !

  Business Response

  Date: 03/11/2025

  Thank you for bringing this matter to our attention.  Kafene takes consumer complaints seriously.   After a thorough review of the facts Kafene has taken the following action: 
  Refunded the amount of $293.93.  
  We sincerely apologize to the customer.  We strive to provide exceptional customer service and will use this as an opportunity to improve.  We hope our actions have resolved the matter for the consumer. 

  Please let us know if we may be of further service. 
  

  
  

• Initial Complaint

  Date:02/17/2025

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I do not have a account with this company. After several attempts via phone and email they are requesting an account which I do not have due to not having a account with them. A unauthorized amount of $293.93 was charged to my locked credit card.

  Business Response

  Date: 03/03/2025

  We thank you for bringing this matter to our attention. We take concerns very seriously.
  We have refunded this amount.
  
  We apologize for any inconvenience experienced and hope this will bring the matter to a close.
  
  If you have any further questions, please contact our office at ************.