Complaints

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• Initial Complaint

  Date:06/13/2023

  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.

  The business Double S Auction House, Donda is the person who owns the place and who I have been speaking with. My problem with the auction house started on Monday the 12th. The auction ended and everything had to be picked up on this day. I sent my daughter and nephew to pick up the items that I won through my bids in the auction. When she arrived at the appointed time (5:30), our stuff was not pulled and ready to go. That's okay no problem. There was a man who worked for Double S who was helping them load everything up and at some point he said to my nephew "Okay, that's everything" and so they thought they were done and came home. They carries inside the house some small things amd a large shelving cabinet I wanted to set up right away. The rest went to the garage. I worked on installing the cabinet into the room and all the rearranging it took 2 hours. After that I went around to find all y goodies I got from the auction. And I could not find several items. I talked to my kid and she dis mot see any of the items at the auction. I was so upset but by then it was 9pm and so all I could do was email Donda about the situation. I asked her to call me. Whe never called the next day. I finally called her at approximately 1130 am. She said my daughter has a list to check all the items. And so it's our fault that we didn't get everything. But my daughter was not given any type of invoice or any paper of any kind so when the guy told them that's everything they left. She won't refund...which I don't want the 28 dollar refund. I want my circular saw. I want my router. I want my chest of drawers. And the other. She was rude and uncaring. She said the items were picked up and donated that night of the 12th and were gone. She didn't offer to call the person or charity to say there was a mix up or anything to try and fix this. All I got is blame and lies.

  Business Response

  Date: 06/13/2023

  I have never had the pleasure of meeting this customer.  I did meet her daughter and friend.  I am guessing based on her story that it was a nephew.  We do sales both at the auction house and inside the home of people.  At the sales inside a home, we have a very tight schedule.  Pickup can only be done one day and everything has to be cleaned out of the home.  Anything that doesn’t get picked up gets put outside the auction house for people that come by at night to get our donations.  There is no way for us to know why people leave items.  If they are left we assume they didn’t want them.  We have multiple people that pick up donations items and they know now that we have been in business so long to stop by each night.  We don’t have numbers for them or know their names, they simply take the items that don’t get picked up or items that we don’t sale and need to donate.  

  I was not the person helping the daughter in the garage so I have no way of knowing what was said.  Each customer is responsible for getting their own items.  We help with loading out items when needed but to find each piece that is bought is the customers responsibility.  There are emailed invoices after each sale that get sent to the customer and we have a copy of each invoice at the sale to help people find their items.  It is my understanding that the daughter was contacted last minute and didn’t have time to get a copy of the invoice from her mother, when she showed up to pick up the items.  They were working off of the invoice we provided to find all items.  I don’t know why they missed the items on their invoice, but the daughter did not pick up everything her mother bought.  All we have to go on is the fact they were left.  

  I got an email at 11:45 pm that night of the sale asking me to call.  Our business hours our 8-5 M-F.  I did have a previous scheduled meeting the next morning so I sent Tracie and email about our policies.  When she called me at 11:30 she said she got her email but our policies were unacceptable to her.  When bidding at an auction, items are sold as is and the responsibility of the buyer to pick up.  I am sorry that the terms are not suited to the customer, but that is how our business model works.  We both decided that auctions were probably not suited to the customer, since she is unable to pick up the items herself and must always send someone.  Auctions can be great but they are not for everyone.

  Customer Answer

  Date: 06/14/2023

  I am rejecting this response because: My daughter was never given anything "to work off of" that listed the items I got at the auction. If she had been given an invoice or some kind of list like all the other customers are supposed to be given she would have had no problem reading it and getting all my items I purchased. It is not rocket science but she was NOT given any paper of any kind. This is a false statement on behalf of Donda. This is why I do mot accept. Also the belittling comment that some people are not meant to so Auctions because I am disabled and unable to attend on person is uncalled for. Your business model obviously doesn't work if not everyone is treated the same. Some people are given a list and some are not. I never even got an invoice saying my items were paid in full. I got one in my email showing what I owed. I included that in my documents. I didn't send this with my kid because that looks like I didn't pay.