Complaints

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• Initial Complaint

  Date:04/11/2024

  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.

  ******** is ******** a 2% surcharge for credit card purchases But not disclosing charge until after work is done I contacted them by phone as I had done 4 other times & paid by credit card after work was done NO Surcharge Neither Quote or Invoice that was emailed to me had any mention of Surcharge When I called person on phone was very rude Sent them email requesting where info was provided to me could not give me Answer Then I got a call from **** she told me she was the owner Also very rude would not budge on issue If have paid them close to $10,000 over the last several years And probably have that much more invoice was for $1966.50

  

  Business Response

  Date: 04/19/2024

  Client called our office on Tuesday, April 9th and spoke with Administrative Assistant *****.
  Client told ***** he would like to pay Invoice ***** dated 3/19/24 for $1966.50 with a credit card over the phone.
  ***** informed client that she would be happy to take his payment over the phone but wanted to let him know that as of January 2024 there was now a 2% processing fee for all credit card payments.
  ***** told him that the amount of the processing fee would be $39.33 and the new total for the transaction would be $2005.83.
  Client was very upset about the new processing fee and told ***** he would be sending a check in the mail.
  Client told ***** that we already charge too much for our services and processed to abruptly hang up the phone on her.
  Client called back 30 seconds later and spoke with ***** a second time.
  Client told ***** that charging the fee was illegal since he was not informed about it and demanded that she inform her manager about this.
  ***** responded that she would share the information with her manager.
  ***** sent an email to her manager regarding the situation immediately.
  Client called the office again on Thursday April 11th and spoke with Administrative Assistant ******.
  Client told ****** that he never received a call back about his complaint.
  Client requested to pay his invoice with his credit card again, but wanted the 2% processing fee waived because he has spent a large sum of money with our firm over the past few years.
  ****** informed the client that all patrons were being charged the processing fee for credit card transactions effective January 2024.
  Client became belligerent with ****** and told her that he was not informed about the processing fee prior to making his purchase and said that was illegal.
  ****** told the client that there are signs posted in our offices displaying the information about the fee.
  ****** also told him that he was informed at the time of requesting to make payment and that nothing was hidden from him.
  ****** told him that we also accept checks, money orders and cash as forms of payment.
  Client told ****** that he did not have the money to pay his invoice and that is why he wanted to pay with a credit card.
  It should be noted that the client called us requesting the service and that the work completed was not an emergency nor the result of a storm.
  It should also be noted that the client already received a $218.50 discount for allowing us to do the work in the winter time. This was the clients choice. The work could have been performed at a later date when the client had saved the money to pay for the service.
  Client told ****** that he would not going to pay our invoice.
  ****** informed him that he had signed a contract with us and he would be responsible to make payment.
  Client said he would see us in court when he filed a class action lawsuit against us.
  He hung up the phone shouting.. F*CK You B*TCH!!!
  Client then sent an email to Administrative Assistant ***** stating that he would only pay his invoice if we did not charge him the processing fee.
  Client stated in his email if we did not accept this demand then he would only send us $50.00/month payments.
  ***** forwarded the email to **** Co-owner and CFO of the company.
  **** returned the call to the client and told him that she accepted his terms of paying $50.00/month but as stated in the terms and conditions of his contract that there would be a 1.75% finance charge added to his account each month on the outstanding balance.
  Client shouted that he would not pay one ***** of interest and reiterated his displeasure with the new 2% credit card processing fee.
  **** told him that she did not understand why he was so upset because she was willing to accept his terms requesting $50 monthly payments.
  Client remained argumentative and confrontational with **** using profanity, as she calmly responded to his concerns.
   Client told her that he did not receive what he wanted. He wanted to pay with this credit card.
  **** told him that she would not waive the processing fee and that he was not permitted to continually call our office and shout obscenities to our staff.  
  **** told him that she was an owner and that these were the rules.
  Client hung up on ****.
  Client called back within 5 minutes and gave **** his credit card information, stating that he would never use our service again.
  Client told **** that he would tell all of his neighbors not to use us as well.
  **** asked if he would like a receipt emailed to him.
  Client hung up on **** and shouted to her I want you to know that you are a **** poor business owner!
  Clients credit card transaction was processed and the receipt was emailed to him. 

  Customer Answer

  Date: 04/25/2024

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: 21564219
  
  I am rejecting this response because:

  The 2% charge was not disclosed until after all work was done and I called to make payment as I had done 4 previous times

  I have never been at their store location 

  They have always sent Estimator to my house ,Emailed me a Quote ,I would sign and Email back to them ,Then they would call & setup time come out and complete work a few days later they would send me a bill in the mail, Then I would call & make payment with credit Card.

  So how did I see the signs in their Showroom if I have never been in it
  

  That means It was never disclosed too me

  I sent them a Email stating That I would provide Credit Card Payment for the amount of $1966.50 that was owed but Not the

  2% surcharge They accepted My Credit Card info over the phone and charged me the 2% Surcharge Anyway

  I have paid them almost $10,000 over the last several years & This is how they treat a loyal Customer

   

   

  
  
  
  Regards,
  
  ***************************