Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:18/03/2025

  Type:Customer Service 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.

  I made a payment on my account and the person I spoke to refuses to provide me with a breakdown of my payment. He stated I would receive it by end of day yet it the end of the day and I have not received anything. I don&#**;t show that this is policy anywhere on their website.

  

  Business Response

  Date: 18/03/2025

  When this client called 3 times extremely agitated and yelling at myself and my assistant about Canada Post etc and demanding we acknowledge her payment attempt on Friday afternoon at 4:00 pm i was to say the least shocked and very confused as to why she was so angry with us. She had received a notice indicating her payment had not been received. The yelling and ranting was incoherent at times and completely un-called for. As i said to her several times the delivery of her mail has nothing to do with us. We did not lose her letter. If Canada Post is telling her to wait a few more days it is really not our fault. She called again this morning to request that we accept her credit card payment plus late fee and credit card fee because *********** had reimbursed her for the stop payment on her cheque, which i agreed to do. I was very clear in letting her know that my assistant was out of the office today and i would not have time to run her payment until the end of business day. That is when we close the cash sales for the day. It is only 4:46pm. I literally just opened the complaint letter. I will send it before 5:00 as promised.

  Customer Answer

  Date: 19/03/2025

  Complaint: 23082965
  
  I am rejecting this response because:
  
  The  owner never disclosed the charges at the time I gave my credit card.

  In addition, I am unable to locate their policy or late charges on their website nor are said charges on my invoice dated January 1st 2025. 

  I found it very underhanded of this owner to take my credit card without discussing late fees and a final total.

  At no time did I ever ask the company to consider my lost payment. I informed the owner that I had a record of payment and he was not interested. I have NEVER missed a payment in all my years with this company. The owner made no attempt to resolve this matter. I was the one who suggested using my credit card to make a final payment.

  I have since placed a stop payment on my check dated January 30, 2025 as advised by ************

  If the owner and I are unable to resolve this, I will have to dispute the charge with VISA.

  
  Sincerely,
  
  ***** *********

  

  Business Response

  Date: 20/03/2025

  To be very clear. I have no idea what has agitated this client or why she became so angry with us over losing a cheque in the mail. These things happen from time to time. The mail is not a perfect service, but it certainly has nothing to do with us. She called several times on Friday afternoon and was enraged. She was yelling at my assistant to the point she became quite upset and had to hang up the phone. She called back three more times and was yelling at me. I had to ask who it was because I had no idea. I asked her to please calm down several times. When she finally calmed down enough that I could understand what she was saying I suggested that she contact Canada Post and yell at them as we are not responsible in any way because we have not been able to cash a cheque which we have not yet received. She would not stop. I then said to please keep your money as it simply didnt matter, it was a beautiful Friday afternoon and it should be enjoyed. Three times I said I simply dont want your money as it is not worth you getting so upset about. She finally ended the call after roughly 14 minutes. She called back early Tuesday morning and asked for my assistant. I told her she was off due to a family emergency. She then advised me that *********** said she should put a stop payment on her cheque which they would cover the charge for. She then insisted I take down her credit card information and charge her a late fee and a fee for the use of the credit card. I literally said that I really do not want to do that. She insisted so I took down the information. She asked what the late fee would be and I clearly indicated that I am sorry but I am not in the office yet, I have no idea what the amount is or what it would be as I am not in a position to do this right now but I will figure it out by the end of the day. At four oclock I received notice of the BBB complaint that she had not yet received confirmation of the payment and fees. I looked at the account figured out what it was and sent it to her as I was requested within 15 minutes of getting the complaint. Now she is complaining that the fees are not posted on our website and that the charges are not on an invoice printed three months ago. I still have no idea what has set her off or why. Life is far too short to be this angry about something so trivial. She has been a great client for 20 years and I am honestly shocked by all of this sudden aggression. We have done nothing wrong. She has said that she has never had a service issue, a price increase or complaint of any kind in over 20 ******** is not our fault that her cheque was lost. There is no reason to dispute the charges with **** because I am happy to reverse it all if she will agree to allow me to do so. Please, I am asking her again to just keep her money I do not want it. There is absolutely no reason for her to have sent in this complaint as I have no idea what it is she is actually complaining about that has anything to do with us.