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Complaint Details
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Initial Complaint
29/09/2022
- Complaint Type:
- Product Issues
- Status:
- Answered
This summer I went to Edmonton to visit a number of wood stove retailers. After getting a number of quotes and considering the various stoves available I chose to go with AB Wholesale Fireplaces. I knew I wouldn’t be ready for an installation till late September/early October so I chose to make a deposit to reserve a stove that was already in the warehouse rather than possibly deal with supply issues later on. When I visited the store on July 6th, I met with ***** ******, the *****. At the time he told me no deposit was needed, but, as mentioned, I wanted to reserve a specific stove so inquired by email regarding a deposit on July 25. In response, ***** emailed me, “Send me your address for install, I will tag the stove sold. $1000.00 deposit call with cc (credit card).” As a customer I chose to trust *****. Then I got an email back that same day showing Invoice No. ***** showing my card had been charged $2,140.00. I was floored! I didn’t know what to do. In the end, at the time, I did nothing. On Sept. 9 I contacted ***** by email agin, to confirm the hearth dimensions needed to meet code for the stove. In that email I mentioned his previous actions with my credit card and asked that he please not use my card again. His response was “Sorry will not happen again” Yesterday, Sept 28, my wood stove was installed. Today, without calling, or emailing, or sending me an invoice, ***** again accessed my credit card, this time for just over $5,600. He did not ask. I did not authorize him to use it. This is a horrible breach of consumer trust! I was planning on using money from a different account. I also have a question regarding his invoice. I contacted ***** this afternoon. No answer. Instead he sent a text saying “Sorry, I can’t talk right now.” He did not call me back. I am reaching out to you as he is a *** member. I am also reaching out to ****. I want the monies, essentially stolen off my credit card, returned. Thank you for your time.
Business response
11/10/2022
i sent a text to ***** this morning, I did forget what ***** had asked. my faul 100%. I am running the credit thru today .that way ***** can call with other payment arrangements she would like to use.my office staff ran it thru by mistake.a copy of the payment was sent to ***** on sept 29/22 at9:50am.there was no response to her invoice being paid.it took 11 days for her to let me know via ***.Customer response
17/10/2022
Complaint: 18149435
I am rejecting this response because:Alberta Wholesale Fireplaces alleges that after texting me an invoice that I did not respond. As I stated in my original complaint I did respond. I called ***** ****** back on the same phone number that he sent me the invoice photo. As you can see from the picture attached, his response, via text, was “Sorry, I can’t talk right now”. Dated Thursday Sept 29 at 2:38 pm. I don’t understand why this man can’t just be straight and honest! It makes the apology rather pointless.
Lat week on Tuesday, October 11, was the first time he tried to contact me since the voicemail I had left on September 29th. His texts and calls started at 7:36 am and were virtually non stop till 11:40 am when I finally shut my phone off. He wanted me to give him my credit card # again so he could credit my account. I said he should contact **** as I’d had that card canceled. By this time he knew that I had contacted **** and **** retracted monies for the overdrawn deposit amount and the extra payment charges that I was not aware of on the final invoice. If **** had not taken back these funds in dispute I doubt Alberta Wholesale Fireplaces would have acknowledged my complaint as they already had their money.
After I turned my phone back on that evening, ***** again contacted me by text at 8:11 pm, again asking for the credit card number. I responded that I would never give him a credit card number again and that he needed to call ****. I then blocked that number. I have not heard from him since.
I would like to work towards a resolution but this business ***** is far from honest. I tend to check companies out, especially for such a large purchase. How this company has an A+*** accreditation is totally beyond me.
Sincerely,
***** ******
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Customer Complaints Summary
1 total complaints in the last 3 years.
0 complaints closed in the last 12 months.