Complaints

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• Initial Complaint

  Date:04/07/2022

  Type:Sales and Advertising Issues
  Status:

  ResolvedMore 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.

  On June 18 2022 I went to purchase 2 large trees from the Fallowfield Tree Farm for my house I paid $1000 x2 trees. There were several trees on site but they said that it would take 4-8 weeks to deliver mine A few days later I changed my mind and wanted the return of my deposit which was $904. I called the FTF sales people who redirected me to their accounts person *****. She advised me the reason why as to the refund and I said due to the delay. Then she said that Fallowfield Tree Farm cannot refund the full remainder of my deposit due to the time and cost that I had initially spent with their sales staff. This make no sense. There was no information in the contract that I had signed stating that FTF can retain a portion of my deposit for this reason and this was also not verbalized to me the day I signed a contract for the trees purchase I just want the remainder of my deposit returned to me which is $86 Thank you ****** ********** 

  

  Business Response

  Date: 04/07/2022

  Dear *** **********,

  I am very sorry to hear that you are not satisfied with our explanation as to why we keep a small administration fee when a customer cancels their order and refund of deposit

  I explained to you that we RARELY have cancellations and when we do we charge an administration fee, usually $100 plus hstThis fee relates specifically to our costs incurred.  It includes the time our staff spent with you at the tree farm prior to the sale, the time taken to issue the paperwork, the fees to process your deposit with our merchant machine and the bank fee to email transfer back your funds.  I am sure you can appreciate given todays wages and administration costs it does not take long to add up to $100.  

  In any event, I advised you that instead of $100 plus hst I reduced our fee to $75 plus hst and email transferred the $819.25 balance promptly to you.

   

  Sincerely,

  ***** *******

  Fallowfield Tree Farm Inc.

  (613) 720-0359

   

   

   

   

   

  Customer Answer

  Date: 11/07/2022

   
  Complaint: ********
  
  I am rejecting this response because:

  im allowed to withdraw from their services even if it happens (rarely)

  It doesn’t justify FTF to subject me to an “admin fee” to the amount they see fit 

  In future maybe they should put it in WRITING on their invoice to avoid ambiguity 

  thank you 

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