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Better Business Bureau Great West + Pacific is warning businesses to always verify the legitimacy of a customer before accepting or returning any funds. In recent months, BBB Great West + Pacific (GWP) has received multiple complaints from businesses in the GWP service area regarding fake customers that have initiated a quote request, provided deposits (often paying more than required), and then requested a partial refund of the deposit due to a personal emergency. Fraud occurs when these refunds are granted as a money order or via payment platforms like Zelle or PayPal. Unfortunately for businesses, the original deposit, often provided via cashier check, is found to be fraudulent, resulting in lost funds by the business after returning money to the fake customer.
Important: These bad actors use many different consumer names in their tactics, however, the name Donna Bass has been used in multiple instances across the United States, including at least twice in Washington State.
One Accredited Business roofing company in the GWP service area reported to the BBB a fake customer named Donna Bass. This individual requested the company come out to a home address to provide a quote for a new roof. However, due to medical circumstances, the fake customer could not be home during the visit. The honest and ethical business provided a quote along with a contract. The fake customer sent a $12,000 deposit, which was much larger than required by the roofing company. The fake customer sent this deposit via cashier's check, which can take a few days to clear once deposited. Very quickly after the business deposited the cashier check, but before it cleared the bank, the fake customer had a reason for needing some of the funds back. This can sometimes be framed as a death in the family or the consumer falling ill and needing money for arrangements or treatment.
This was when the local business lost money. The local business obliged their request since the consumer overpaid for their deposit for the job. The fake customer requested money orders to be overnighted to them out of state. The Accredited Business sent $2,000 and then the following day sent another $2,500 after the fake customer asked for a further refund to cover unexpected expenses. A few days later, the business’s bank notified them that the cashier's check was fraudulent, and the business at that time realized they had been taken advantage of. The business lost a total of $4,500.
The Better Business Bureau encourages all companies to verify who they are interacting with before exchanging any funds, whether the prospective customer came directly to their website or from a third-party service.
Be cautious of consumers that:
- Are not able to meet in person
- Give an unusual sense of urgency
- Provide reasons that the business needs to accommodate them for family emergencies or other extenuating circumstances
- Businesses should ensure that customer deposits clear their bank before returning any funds to the customer.
Community members and businesses can report any suspicious activity at BBB.org.
