ISSUE #1 of 2 (False promise that DirectBuy sale representative made and could not deliver)
I was invited to an open house on 1/7/2014. After I arrived, I was given several forms to complete before the orientation which asked for my personal information as well as selecting items that I might buy in next couple of years. As a new homeowner, my house has come equipped with brand new kitchen appliances, washer/dryer, etc. Therefore, I did not plan on buying anything for my house, thus, only writing "roof" in the form as a potential interest.
After the 2 hours long presentation, I was assigned to sit at one table while the other attendees sat at other tables in the room. When sales representative, Mr. ******** ******** sat at my table bringing a portfolio containing membership information and the forms that I filled out earlier, he instigated his hard sell tactic by targeting the "roof" that I wrote down, suggesting that the roof would cost me $10,000 to $15,000 to replace, and making promises that I could save thousands of dollars from hiring DirectBuy contractors to replace my roof, proposing that the money I save on the roof would cover the whole membership cost. In addition, he offered me the $1,000 travel gift card with 1 year expiration. Finally, before he left the table and gave me time to consider his offer, he pointed out that I only had that evening to decide to join DirectBuy or I would not be invited back once I walked out of the door.
It was almost 10pm and I was exhausted from work earlier. I felt pressured to make such an important financial decision without enough time to think things through or do research. When Mr. ******* walked back to check on me one last time, he made promises again on the savings I could receive from DirectBuy contractors working on the roof, and he encouraged me not to miss this one time opportunity to join DirectBuy to take advantage of saving money in the years to come. Since I had never had a roof replaced and I never worked with a contractor before, and I was verbally led to believe that I could save thousands of dollars joining DirectBuy for this roof project, by the end of the night, I joined DirectBuy and I paid the full $2,990 membership fee that I had been saving for the roof.
And I waited a couple of months for warmer weather and used the time to save more money for the roof. When spring time came, I started asking neighbors how much they paid to replace their roof, and the answers were between $11,000 to $14,000. Afterward, I called Mr. **** ******** a DirectBuy contractor, to inquire about an estimate. I told him that I am a DirectBuy member and I got his number from the brochure. I stated that I wanted an estimate for replacing my roof using architectural shingles, and he requested for my address to come and take a look. I told him that I was only interested in getting an estimate over the phone and that there was no need for him to come to my house. I gave him the info of my house (a 2 level single family home plus a basement and a 2 car garage, about 2,100 sq. ft.) and he told me it would cost about $12,000. Comparing to my neighbors' answers, I was absolutely not impressed with his estimate because I gave him the chance to work on my roof and I expected him to offer a much lower cost as a DirectBuy contractor.
Meanwhile, I asked my friends for referral on trustworthy contractors, and a local contractor who was highly recommended quoted me for under $10,000. Days later, I was chatting with my neighbor and he pointed out that my roof had missing shingles that was likely caused by a recent windstorm. I was panicked and I immediately called him to set up a date to replace the whole roof without further damage from rain, and it was completed on 6/16/2014 for $9,850.
To whom it may concern,
I'm filing this complaint because of two issues as described that I encountered as a DirectBuy member. It should be noted that I visited the DirectBuy office in Columbia, MD on Thursday night (2/5/2015). I met with Mr. **** *******, owner of the DirectBuy of Columbia, to discuss the two issues that I believe are a breach of contract by DirectBuy. At that time, I requested to terminate my contract and receive a partial refund of my 3-year contract.
I presented to Mr. ******* the materials and the voicemail from DirectBuy Travel to support my case. I specified that I no longer want to be a DirectBuy member and I do not plan on buying anything through DirectBuy because of my dissatisfied, unpleasant experience I came upon. I requested to immediately terminate my DirectBuy contract on 2/5/2015, and I asked for a pro-rated refund ($1,910) of my remaining 1 year 11 months membership from my 3-year ($2,990) contract that I signed on 1/7/2014. After discussing my contract and reasons to terminate, Mr. ******* repeatedly answered that DirectBuy does not give out refund in any circumstance, and he suggested me to file the complaint to Better Business Bureau (BBB) at the end of the night.
I am very disappointed with the Issue #1, false promise that the DirectBuy sales representative made and could not deliver. I was verbally led to believe that I could save thousands of dollars on the only home improvement (roof) that I planned on having completed after joining DirectBuy. I certainly did not receive any savings from DirectBuy on my roof replacement in this matter.
And I am very upset with the Issue #2, false advertising from DirectBuy Travel offering members "Book a cruise, Get a free resort stay" promotion. I was promised a Free Resort Stay with my cruise booking that did not deliver. In addition, the price of the ******** ***** cruise offered by DirectBuy Travel was nothing special and should not be advertised as exclusive because other major travel websites also offered a similar price plus additional onboard credit and room category upgrade during that same time period, in which DirectBuy would not match these additional offers for its members. Furthermore, the $1,000 DirectBuy Travel gift card was deceptive because I was led to believe that I could use the full $1,000 amount when I booked one vacation within a year. Instead, I was told later that I could only use a small portion of the $1,000 to apply on booking the cruise, and let the remaining balance go expired.
Overall, I believe DirectBuy has failed to guarantee the assurances that DirectBuy's mission statement claims on its website under "Service - Committed to members," "Selection - Selection to fuel your dreams," and "Value - Life-changing Savings." And I believe I'm rightfully allowed to terminate my contract and receive my requested refund of $1,910.
In addition, I would like to inquire about the highest A+ rating that DirectBuy of Columbia received from BBB. I do not believe that any company in a retail industry with 13 closed complaints from customers in last 3 years deserves the highest rating. I suggest that BBB should look into DirectBuy's sales practice and how DirectBuy recruits its members, and survey DirectBuy customers' satisfaction after their joining to determine this company's rating.
Thank you for taking the time to look into these issues as I know that BBB is interested in total customer satisfaction and fairness for the customers.
February 24, 2015
To: Better Business Bureau of Greater Maryland
Re: Case # ******** - ***, ******
On January 7, 2014, Mr. *** attended a DirectBuy Open House lasting approximately 90 minutes. At the Open House we discuss savings, service and the brands available to DirectBuy members. During the Open house we give examples of savings available to our members and offered Mr. *** the opportunity to ask any questions he may have. At the end of the Open House he made the decision to become a DirectBuy member.
The survey Mr. *** completed during the Open House indicated that he was interested in roofing for his home. Mr. *** received a quote from our roofing supplier, which he states was higher than the quote he received from his friend's local contractor. It is not known whether the exact same roofing materials were being priced by both contractors. We have only just been advised of Mr. ***'s pricing concerns, even though the quote he was given by our roofing supplier occurred almost a year ago. Please note that while the contractor Mr. *** contacted on his own provided an estimate after inspecting the roof, the DirectBuy contractor he spoke with was requested to provide a quote over the phone without having the benefit of inspecting the roof beforehand.
DirectBuy Inc. conducts proactive retail price comparison studies to ensure that our members experience maximum savings. While DirectBuy Inc. doesn't guarantee to always have the lowest price, if a member should ever find a lower price from a legitimate, local retailer on an identical item that is currently available from a DirectBuy supplier, even if it's an "advertised special," we will work with the supplier to obtain the best possible price as quickly as possible. Had Mr. *** provided us with the pricing he received from his contractor, including all the material information, we would have contacted our roofing supplier to verify if the products being offered were identical, and if so we would have attempted to get lower pricing for Mr. ***.
Information regarding how the DirectBuy Travel Program works was presented during the Open House. New members receive literature on the program as well. This literature clearly discloses how the travel credits can be applied, including limits on how many credits can be applied per trip. I contacted our travel partner to get a better understanding on the travel package issue Mr. *** raises in his complaint. Following is the response they provided:
Mr. *** called on 10/13/14 to book a cruise during our World's Largest Cruise Week promotion. Our agent explained the DirectBuy Travel program and the details of that sale to Mr. ***. They reviewed a few different options and our agent spent time researching each cruise line, and then compared it to our pricing, which provided savings over the cruise line offering. Our agent also showed Mr. *** an example from a website other than the one Mr. *** had looked at and assured Mr. *** that our pricing was better. Our agent explained how the savings credits work for each booking, and how they are partially applied to his travel purchases. Mr. *** was told that he would receive a free resort certificate with his booking, but the specific cruise he booked did not come with a free resort. However, since our agent did mention the free resort stay, we will honor this benefit and have added it to Mr. ***'s account with us.
Mr. *** came into DirectBuy of Columbia MD in February to share his frustration with the roofing and with the travel issues. After reviewing all the facts, and taking into account the length of time that has elapsed from the time these issues occurred until Mr. *** brought them to my attention, I do not feel this complaint warrants a cancellation or refund of Mr. ***'s membership. I encourage Mr. *** to contact me at his convenience in order to review all the benefits of his DirectBuy membership. If Mr. *** is still not satisfied, our Membership Agreements provides him with the option of pursuing arbitration through his local Better Business Bureau office.
**** *******, Owner
DirectBuy of Columbia MD
(The consumer indicated he/she DID NOT accept the response from the business.)
To whom it may concern,
For the case # XXXXXXXX and XXXXXXXX, I appreciate Mr. **** *******' response to my two complaints regarding Issue #1: DirectBuy's false promise that the DirectBuy sales representative made and could not deliver, and Issue #2: DirectBuy's false advertising from DirectBuy Travel offering members "Book a cruise, Get a free resort stay" promotion. However, his refusal of refunding my pro-rated membership fee of $1,910 is absolutely unacceptable. Ultimately, I demand the cancellation of my DirectBuy membership and I request the $1,910 to be refunded immediately.
It should be specifically noted that Mr. *******' statement simply did not mention or admit any fault or wrongdoing of his sales representative making false promises to me about saving money on my roofing project in the very beginning. Instead, he blamed me for not spending more of my own valuable time researching for the lower price of the roofing materials, and he blamed me for not working with the DirectBuy contractor to price match the roofing materials in order to receive my savings. Additionally, he blamed me for not bringing these issues to his attention right away.
As a consumer, I find it offensive that a company does not take responsibility of its employees' action on how they recruit members to join DirectBuy by making false promises. I also find it distressing that Mr. ******* made excuses on how DirectBuy members should have to fit into DirectBuy's purchasing process and follow all of the unjustified, "proactive" rules in order to potentially save money in a time consuming manner as stated in his third paragraph. I find it unsettling that Mr. ******* placed the blame on me in his responses when I, a very upset consumer who no longer wants to do any business with DirectBuy, had to spend many hours typing up the complaints to send to the Better Business Bureau (BBB). Also, I had to ask him for the partial refund twice, including the night I met with him in person (2/5/2015) to discuss the two issues, and he still would not refund my money.
In the first paragraph, he stated "On January 7, 2014, Mr. *** attended a DirectBuy Open House ... and offered Mr. *** the opportunity to ask any questions he may have..." It should be noted that the one and only reason I joined DirectBuy on 1/7/2014 was to receive saving or discount for my roof replacement that I did not receive. I did ask his sales representative, Mr. Jonathan ******** questions about the saving I could potentially receive on my roofing project. Mr. ******* completed calculations on a piece of paper showing me the thousands of dollars I could save. He also promised me great savings if I hired a DirectBuy contractor to replace my roof, in which the money I saved could cover my membership fee, and I could enjoy the three years of membership for free.
In hindsight, I would have never joined DirectBuy in the beginning and I would have walked out of the building without dealing with all these issues now if (1) I knew that Mr. ********** false promise would never be delivered when I was under extreme time pressure to make the decision to join DirectBuy that evening; and (2) I realized that there were multiple steps to take in order to receive a price match equal to competitors, which required me to invest much of my own time and diligence on finding the competitor's lower pricing.
In response to the second and third paragraphs, I have already mentioned in my complaint that I discovered my roof was damaged from a windstorm and I would have to replace it in a hurry. It should be noted that I contacted Mr. **** ******** a DirectBuy contractor, for his best quote after giving him the information of my house and the architectural shingles that I requested to be installed. I have already given him a chance to give me his best quote for my roof replacement over the phone. As I stated in my complaint, I was absolutely not impressed with his estimate knowing that he is a DirectBuy contractor, and I expected him to offer a much lower quote than what my neighbors had already told me.
In my case, there was a roofing project out for bid that needed to be done quickly. When I asked a contractor to give me his/her best quote, I would give him/her one chance and I expected him/her to give me the best possible quote for the job so that I would not need to waste my time talking to the person repeatedly to make counteroffers or negotiate for a lower quote because to me, time is precious. When this local contractor, who was highly recommended by my friend, gave me his best quote that beat all other contractors I had contacted, his competitive, hassle free pricing and reliable customer service persuaded me to hire him for the roofing job.
As Mr. ******* stated in the third paragraph, "DirectBuy Inc. conducts proactive retail price comparison studies to ensure that our members experience maximum savings. While DirectBuy Inc. doesn't guarantee to always have the lowest price...to verify if the products being offered were identical, and if so we would have attempted to get lower pricing for Mr. ***." I find it troubling to learn about DirectBuy's hidden truth of "proactive" sales business model with a time consuming purchasing process. DirectBuy does not guarantee to offer the lowest price available anytime and it also requires its members to spend their own time doing research to find the lowest price in order to consider matching it after certain rules and verification. This is in contradiction of its advertisement on TV, in its website and at the open house orientation suggesting how DirectBuy's products would always beat all of its competitors' prices.
It should be noted that I have never dealt with any retail businesses that ask me to be "proactive" and require me to spend my valuable time and resources to do my own research first and price match later in order for me to save some money. In my opinion, DirectBuy's sale practice should be considered fraud because when I attended the orientation, I did not remember any mention from the sales representative about this troublesome, time consuming, proactive price matching process. My understanding after the presentation was that DirectBuy always offers the lowest price for any major brand product compared to other competitors because DirectBuy gets the products directly from its manufacturers. As a DirectBuy member, I expect the best price to be always available to me in the very beginning whenever I make a purchase without going through all the hassle that DirectBuy requires its members do under the "proactive" purchasing process.
In response to the fourth and fifth paragraphs about DirectBuy Travel, I appreciate that Mr. ******* pointed out there is a fine print in my membership brochure on how I should have used the $1,000 gift card with limits on how many credits can be applied because I was clearly not aware of any limitation on applying the entire $1,000 on one single vacation. Also, there was no mention of any restriction to use the travel gift card when I attended the orientation and signed the contract on 1/7/2014. Mr. ******** ******** the sales representative, implied that I could use the total $1,000 amount all at once when I book a vacation within a year.
In the fifth paragraph, Mr. ******* stated that "Mr. *** called on 10/13/14 to book a cruise during our World's Largest Cruise Week promotion. ...They reviewed a few different options and our agent spent time researching each cruise line, and then compared it to our pricing, which provided savings over the cruise line offering. Our agent also showed Mr. *** an example from a website other than the one Mr. *** had looked at and assured Mr. *** that our pricing was better..." I want to point out that Mr. ******* made a false statement here. What DirectBuy Travel offered on the cruise that I booked was no better than other websites' offers as I stated in my complaint. It should be noted that both DirectBuy Travel and other travel websites offered the same price for the ******** ***** on 10/13/2014. The so-called "World's Largest Cruise Week promotion" was a false advertisement and nothing special about it. I mentioned to DirectBuy travel agent, Mr. ***** ****** about the additional onboard credit and room upgrade that other travel websites offered for this same cruise and I suggested DirectBuy to match. He told me that DirectBuy would neither match nor offer me the same credit and upgrade. In this case, DirectBuy refused to match the offers from other competitors, and that I consider a violation of its mission statement and I believe it is a breach of contract by DirectBuy.
In regard to the free resort stay, Mr. ******* followed up with DirectBuy Travel and they finally offered me the free resort stay that I was originally promised to receive after I filed my complaint, I consider it a little too late to make up for the mistake that DirectBuy Travel has made. I find these business ethics ridiculous and I feel cheated from not receiving the resort stay right away after I had originally made my reservation despite multiple confirmations with Mr. ****** After this incident, I was very upset about how DirectBuy runs its business and how DirectBuy treats its members. I no longer wanted to be associated with DirectBuy and I had no desire to do any more business with DirectBuy.
In response to the last paragraph, Mr. ******* stated "...After reviewing all the facts, and taking into account the length of time that has elapsed from the time these issues occurred until Mr. *** brought them to my attention, I do not feel this complaint warrants a cancellation or refund of Mr. ***'s membership..." I want to point out that what he argued about the elapsed length of time has nothing to do with the two important issues I had about DirectBuy's sales practice and its mistreatment His refusal of my cancellation and refund is absolutely intolerable.
It should be noted that I am a busy person living a busy life. I work 8 to 10 hours every weekday plus 2 more hours in commute. I had already made an effort to meet with Mr. ******* in person on 2/5/2015 to discuss my two issues. I kindly asked him to refund my pro-rated membership fee of $1,910, not the full membership fee of $2,990 that I strongly believe I am entitled to because I received no savings as promised. However, I was under contract during the two issues that occurred and I had to honor my commitment as a DirectBuy member. Unfortunately Mr. ****** declined my request of the $1,910 refund and termination of my contract. Instead, he asked me to file the complaint to BBB, which wasted more of my precious time typing up the two prior complaints and this follow up letter. Overall, I believe DirectBuy has failed me as a consumer in regard to the two issues I have mentioned and I believe I'm rightfully allowed to terminate my contract and receive my requested refund of $1,910 immediately.
Thank you for taking the time to look into these issues as I believe that BBB commits to total customer satisfaction and fairness for the customers.
Final Business Response
Thank you for forwarding Mr. **** response to our letter dated February 24, 2015. Mr. *** purchased his DirectBuy membership on January , 2014; his request to cancel his membership is being made well outside the 3-day recision period, Payment for Mr. **** membership is not conditioned on use of the membership, which is clearly disclosed on the Membership Agreement Mr. ********* on January , 2014.
The pricing issue Mr. *** refers to in his complaint occurred in 2014, yet he is just now bringing it to our attention. I personally spoke with Mr. *** during promotional events at the club in the fall of 2014, and at no point did he mention to me that he was unhappy with the roofing quote he received from our installer. If savings on his roof was his only reason for becoming a DirectBuy member, then we have to ask why he did not bring this matter to our attention immediately.
The sheer volume, and ever changing price fluctuations, of the products offered to our members was the driving force behind the implementation of DirectBuys Pricing Promise. All that is required of our members is to provide us with the make and model of the item they find at a lower price, With that information we do the work to ensure our members receive the best price, at a guaranteed savings of at least 10% percent.
I believe that Mr. *** was genuinely happy with his DirectBuy membership before the misunderstanding with the Travel promotion occurred. We have already agreed to compensate him on a future booking, and continue to stand by that offer. If Mr. *** does not feel we have made a reasonable effort to resolve his complaint he has the option, per the Member Benefit Protection section of his Membership Agreement, to pursue arbitration through his local Better Business Bureau,
**** *******, Owner DirectBuy of Columbia
95 15 GERWIG LANE, SUITE I 14, COLUMBIA, MD XXXXX T XXX-XXX-XXXX F XXX-XXX-XXX www.directbuy.com
Final Consumer Response
(The consumer indicated he/she DID NOT accept the response from the business.)
To whom it may concern,
This is the most frustrating experience I have had in my life to learn that Mr. **** ******* still refused to pay my requested $1,910 refund after I pleaded to him multiple times, in person and in writing. It is incredibly offensive to see that Mr. ******* simply ignored the very first sentence of the Member Benefit Protections in the Membership Agreement: "Your satisfaction as a DirectBuy Member is our top priority." I can't state it more clearly in my complaint describing my very dissatisfied experiences with DirectBuy. The only solution to resolve my complaint is to have Mr. ******* honor the Membership Agreement to terminate my contract and refund my pro-rated membership fee of $1,910 immediately.
In the first paragraph of Mr. *******' letter dated March 20, 2015, he cited the "3-day rescission period." First of all, I was not made aware of this policy by his sales representative, Mr. ******** ******** when I signed the contract on 1/7/2014. In addition, based on Mr. ********** promise of huge saving, I would not have canceled my contract in 3 days because my plan was to wait a couple of months to install a new roof through DirectBuy later to save the thousands of dollars that Mr. ******* promised. I argue that the 3-day rescission period should have no effect in my case.
To answer the question Mr. ******* stated in the second paragraph: "If savings on his roof was his only reason for becoming a DirectBuy member, then we have to ask why he did not bring this matter to our attention immediately." As I have pointed out in my previous response, I live a very busy life as a healthcare professional. I work hard and play hard. I treasure my free time outside of work. Both my fiancée and I especially love to travel and go on vacation whenever we have the time and money to do so. I have an easygoing, carefree personality that I don't usually let things bother me to get myself all upset and worry. And as a Christian, I also tend to forgive and give people second chance to redeem themselves.
After the unsatisfied roofing incident, although I felt very disappointed with the outcome that I did not receive any savings from DirectBuy, I tried not to think about it because I got my new roof done and it was over. And I decided to give DirectBuy a second chance to redeem its worth by checking out some online merchandise and vacation package to recoup the initial investment of my membership.
For example, I had looked into buying a ***** DC50 vacuum and I compared prices between DirectBuy website and internet search. To my surprise, DirectBuy did not always offer the lowest price as the company promises. DirectBuy's listed price was $341 and ******* listed sale price was $297.99. I am sure Mr. ******* would make an argument here that DirectBuy would match ******* sale price if I went through the lengthy process of DirectBuy's "proactive" sales model. I would like to make it clear that I refused to waste my time going through these "proactive" steps. Plus, adding the shipping and handling costs required by DirectBuy could possibly end up having me pay more money than what **** offered even if DirectBuy matched the sale price. Furthermore, I could easily order the vacuum online and ship it to me free without any hassle or gimmicks from DirectBuy.
Besides the huge saving that I was promised to receive for the roof replacement project, the other major reason that triggered me to join DirectBuy on 1/7/2014 was the $1,000 travel gift card that came with the contract. I had fully paid the $2,990 membership in hope that I would see some savings that match or exceed my investment through installing the roof with a DirectBuy contractor and booking a vacation with DirectBuy Travel. After the roof project did not work out, the travel portion would have been the only thing that I could actually use to help recognize my investment. As I mentioned that both my fiancée and I love to travel, I gave DirectBuy another chance to redeem itself. I allowed DirectBuy to show me the great savings it always claims for offering the lowest price and matching competitors' offers with my cruise booking.
Unfortunately, this cruise booking was a disaster as I had stated in my complaint. The labeling of the $1,000 credit to be used as a partial payment on vacation/cruises was deceiving as shown in the DirectBuy Travel brochure. My thought was that I could use the $1,000 credit from the gift card all at once as a "partial payment" to cover the total cost of my $2,000+ cruise vacation. But I was only allowed to apply $450 out of the $1,000 for the cruise and let the remaining $550 go wasted after the 12 months expiration period. In addition, the price I paid for this cruise was no different than what I found from other major travel websites. It was false advertisement by DirectBuy claiming the "World's Largest Cruise Sale" in its email that it did not offer any sale price or the lowest price. Furthermore, DirectBuy did not honor to match competitors' upgrade offers as its mission statement stated. In the end, I did not receive the free resort stay as promised that leaded to my complaint and my request of terminating my contract and refund.
To respond to the second and fourth paragraphs, yes, I have met Mr. ******* twice between the period of 1/7/2014 and 2/5/2015, one time at the new member orientation and another time at an art auction event. He and I spoke very briefly in both meetings.
After the new member orientation ended, I asked him about upgrading my membership from Gold plan to Platinum plan because of my interest in traveling. I learned that I had to pay a few thousand dollars more upfront to cover the membership cost difference between Gold and Platinum plans, but as a Platinum member, I would receive more travel credits with $1,500 a year for the first 3 years for a total of $4,500 travel credits. At that time, I was tempted to sign up but I decided to wait until I made my first vacation booking with DirectBuy Travel to see how it went. Now in hindsight, I am so glad that I did not upgrade my membership because I would have wasted more of my hard-earned money and most of the travel credits expired annually without being able to apply the full $1,500 credit in one single use on my vacation booking.
The primary reason I went to the art auction was due to my interest in purchasing some pieces of artwork for my new house. I was also curious to see what DirectBuy had to offer in regard to saving money in artwork purchases. Also, there was a raffle drawing at the end of the night to win a cruise vacation and other artwork prizes that caught my attention. In addition, I would also receive a supposedly $100 worth of artwork for free just to attend until the end of the auction. However, at the end of the night, I was only given a small piece of paper that looked like something printed from a laser printer. It was clearly not worth the $100, in my opinion, that I found deceptive. During the night, I may have said "Hi" to Mr. ******* when we walked past each other without any chit chat. It should be noted that I wasted 3 hours of my valuable time that evening wandering around inside the DirectBuy warehouse checking every piece of overpriced artwork without making a purchase. I am sure Mr. ******* would make an argument here that DirectBuy would offer great savings on premium artwork to its members. And I want to point out that I did not find any savings in these artworks because I considered them to be all overpriced in my opinion.
By no means does Mr. ******* know who I am as a person or how I feel toward DirectBuy after only meeting me twice without much in depth conversation. I did not mention about the roof incident to him earlier because I chose not to. As a travel lover, I wanted to check out what services and savings DirectBuy Travel can provide me for its redemption after the unsatisfied roofing experience. I found it ridiculous that Mr. ******* claimed in his statement that I was genuinely happy with my membership, because I was clearly not satisfied with DirectBuy starting with the roof incident. I was simply giving DirectBuy a second chance to redeem itself to show me the savings I deserve as a member through their travel service.
Although Mr. ******* tried to settle my complaint and eventually agreed to compensate the free resort stay that I was promised, I felt cheated twice by DirectBuy and DirectBuy Travel. After all these unpleasnat experiences with DirectBuy that I have encountered and built up, I have reached the point in whicht I have completely lost the desire to use DirectBuy Travel again. The bottom line is that I no longer want to be a DirectBuy member and I do not want to do any more business with DirectBuy. The only satisfactory solution I want is to have my contract terminated and to receive my pro-rated refund immediately.
In the end, I find it unbelievable that the huge amount of money I invested in this membership and DirectBuy could not meet any of my expectations since the day I joined. I have given DirectBuy multiple chances to redeem itself, including my filing of this complaint that I hope Mr. ******* would admit the troubles and deceitfulness DirectBuy has caused. And I wish he would do the right thing to terminate my contract and refund my pro-rated membership fee in the beginning when I met with him on 2/5/2015 without wasting more of each other's time. It is very disturbing to see how a retail business treats its customer the way I am being treated by DirectBuy.
It should be noted that this will be my last written response to BBB regarding my complaint. I do not wish to waste any more time typing up responses back and forth only seeing that Mr. ******* continues to make more excuses with no end results. And I will consider filing the arbitration through Better Business Bureau.