Complaint: Constant inconsistency of priceing bordering on trickery... I shop at hy vee grocery store on rockingham rd in davenport because it is a couple of blocks from my house-but i started to realise that what i was being charged at the checkout was always more than i had figured.i started going over my past receipts and noticed what i thought i was paying for things i was purchasing cost quite a bit more than what i thought the price was.it took me awhile to figure out what was going on.but i then realized it was due to the way they marked there signs.they will post signs stating a price like $1.00 6'high to make that purchase look as if the price is a $1.00 when in fact it turns out a $1.00 lb. But they put the pound so small you cannot read it with out a 20 20 vision and the pound is intentionally put way off to the bottom not by the 6" $1.00 sign i have called this problem to there attention on numerous occasions without ant results.this is not an occasional thing this is a day to day practice.i have told them that other people as well as myself have started shopping elsewhere.i had to have some bottled water to take my medicine so i stopped to get some bottled water.yep what i thought was a sign stating $1.00 again in 6' letters was actually 1.00 a 6 pack wrote way at the bottom that looked like dirt spots.there is no doubt that people are being unfairly taken advantage of especially the elderly.i went back to the store to take a picture of there sign on the water and was told i could not do that and was more or less ushered out.
Initial Business Response The store is using the typical corporate approved signs and has never received a complaint about the size description before. Looking at the signs there is a big difference between the item description & the size description, there always has been. After checking into this we did notice that the produce signs had a larger size description than every other dept. In produce we use lookup numbers so scanning must check the RPM box for "weighted item". This creates a sign with a much larger size description "lb.". We did call other stores. Of the 4 we called, 3 do the same as us & 1 does something different. The 1 store checks the RPM box for "weighted item" on all Hobart produced labels in all departments - so their signs have the much larger description "lb.". The RPM register system treats Hobart labels like a scan item and does not weigh them since they were weighed in a department, therefore the "weighted item" box is not needed. After talking with that 1 store, our resolution is to check the "weighted item" box in RPM for all Hobart items. This will ensure that those items have a larger "lb." size description. But this does not solve this issue for other signs in the store like water 6 packs or any grocery item. The shelf sign has been designed to keep all pertinent materials on the face of the card. This includes order codes, UPC odes, NuVal, Country of Origin Labeling and the date the item was placed in sale/decline while keeping the most important piece of information as large as possible - retail price. Having the weight of the product be as large as the retail price would cause issues with all materials fitting on the shelf signs. We can certainly evaluate the font size used in the weight description on all shelf signs if needed.
Complaint Resolution: Company addressed the complaint issues. The consumer failed to acknowledge acceptance to BBB.
Complaint: I had went to HyVee on 28th and Hamilton on 6/19/13 to get gas at 2:19pm. Upon getting to pump #8 there is a sign that does state they may but a charge or hold on your account if using your credit/debit card. I swiped my HyVee Fuel Saver Card. The attendant rang out and asked if I was trying to use my fuel saver card, I said yes she tells me to first swipe my debit or credit card then the fuel saver card. I swipe my credit card then my fuel saver card and get my gas a total of $41.00. I went to my bank and upon checking my account find that there are 3 preauthorizations for $50.00 each from HyVee. I call the gas station and she tells me the charges will come off in one hour. In the meantime I phone my bank and speak with Karen the Branch Manager and she tells me that this is a issue with HyVee and this also happens frequently with other customers and they I will have to contact HyVee because there is nothing the bank can do. However she tells me that with those preauthorizations on my account I have no funds available until those come off. At 4:30pm the charges are still on my account. I call and talk to Mike the store manager he tells me he is unsure what to do but he will call my bank and also talk to corporate and get back to me yet today on 6/19/13. Mike does not return a call. I call the store again on 6/20/13 and speak with Lori the accounting manager and explain the situation, she tells me she will contact corporate and see what they can do and get back with me. She calls me at 1:55pm and states that she had emailed corporate twice and they have not responded so she will get back with me on 6/21/13. I call again on 6/21/13 at approx. 9am and Lori states she has spoken with Mike and corporate and they say that it is an issue with my bank and that I will have to contact them. Again after contacting my bank I am told this is an issue with HyVee and the bank can not reverse those charges. I will have to wait until they drop off my account on 6/22/13. Now 4 days without access to my money!!! Product_Or_Service: fuel
Business' Initial Response From the store:
Mike talked to ***** and then talked to her bank and they stated that that these pre-auth. Charges would not affect her ability to access her money because these were not actual transactions. Mike asked if they would call and explain this to her and they said they would. The next day I (Lori) received a call from ***** **** she was upset stating the holds were still on her account, I apologized and said I would contact corp. and get back to her and if it was our fault we would take care of it. I called and e-mailed Julenna and and after not hearing anything back I called ***** and asked if she could get us a copy of her bank statement or if I could have the name of the person she was dealing with at the bank and she refused to do either, I then told her I would call her the next day when I heard from Julenna.
When I called her the next day she said two had dropped off and and she had not talked to her bank in 2 days. I than asked if again if I could call her bank and she said no she would take care of it. That is the last we had heard from her.
Also, based on the information below I believe the card information that I (Julena) pulled up is hers. We are showing that she slid her card at 14:16:09, at this time we requested a dollar authorization. Based on the response code in our system we did not receive a message back. Since there are multiple authorizations on her account this would leave me to believe that the bank did receive the request, however there was more than likely a dropped connection somewhere upstream from us that caused the approval to be lost. Transactions can and do flow through multiple companies, between us and the bank. We have no way of knowing where this dropped connect occurred. The second authorization at 14:16:59 appears to have worked correctly.
There are two things to note, the first is per Visa regulations we are required to send up $1.00 at the authorization for a pay at the pump transaction. Her bank changed the $1.00 to $50.00, we do not have any control over this. Also when paying at the pump using a Visa card, settlement of the exact amount that was pumped is not instantaneous. Hy-Vee/our processor must go through settlement where this information is sent to Visa and then Visa must forward it on to their bank in a settlement file. We settle only once a day and to my knowledge so do banks. Everyone has the ability to decide when that settlement process occurs. Because of this, if Visa has already created the bank's files by the time they receive our information it will go into the next day's files. This means it could take a couple of days for the actual charge to post to the customer's account and release the original hold.
Complaint Resolution: Company addressed the complaint issues. The consumer failed to acknowledge acceptance to BBB.
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