Complaints

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• Initial Complaint

  Date:02/05/2025

  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.

  It is not disclosed until the time of payment on their credit card authorization form that they charge an additional 3% fee for credit card payments over $1000. at this point I have received my items. I sent the following email in response this explanation as to why the receipt did not match the invoice
  “ Thank you for pointing that out. I do understand there can be added costs for accepting credit card payments. Ultimately though, I feel this is in poor business practice - not to be up-front with these costs at the time of quoting or even on the invoice. As a small business owner I rely on having an accurate bottom-line on a quote in order to maximize my profit margin. I do not appreciate last minute charges. If you yourselves, as a larger company, are considering these charges in your profits, then I am sure you can understand my concern. Unfortunately, these last minute charges give me a bad taste, and I will be reluctant to further associate. I've been in this line of work for 18+ years, I'm not new. Living in a remote location with limited services and resources, I work with various companies, especially where printing is concerned, I know this is not the best way.
  
  Please consider this with future clients,”
  
  I was contacted by the sales person almost immediately she told me she just got my email and hadn’t read it yet and proceeded to go over it while on the phone with me. Reacting defensively that they do not make profit off me paying for those fees. That those are charged by the credit card company. I had to explain that they don’t cut into your profits when I am the one paying them. She went on to say that I should know this because I’ve placed orders in the past. Had she read my email thoroughly she’d have understood my point is that it is inconvenient and not good business practise to wait until the end to disclose those fees. What would happen if they updated that to say after $500 and 6%? I would not be given this information until it came time to pay.

  Business Response

  Date: 27/05/2025

  We are sorry to hear you are
  dissatisfied with the fees associated with your chosen payment method.
  There are no fees
  associated with payments of cheque or EFT, which is how we receive over 99% of
  our client's payments.
  Over the course of
  our 5+ year relationship with you including previous orders, we have
  consistently communicated that credit card payments over $1,000 are subject to
  a service charge.   We would be glad to provide prior years communications
  with you outlining the service fee with your consent, although currently we are
  adhering to the confidentiality notice in those emails.
  When a client
  chooses to pay via credit card, the service charge is clearly disclosed in bold
  and highlighted at the top of our credit card authorization form. Please see
  attached form. 
  While we do not
  believe there was any intentional omission, we acknowledge your feedback and
  will use it as an opportunity to strengthen our communication with all of our
  clients.