ComplaintsforDebnar's Pools & Spas

• Initial Complaint

  08/22/2021

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  On August 20, 2021, I purchased a pole saw from Debnars in Indiana. This is a first time purchase at that location. I made the purchase using a credit card. While giving my card to the clerk to run, she gave me a registration form to fill out. During the transaction, I was given a receipt to sign which only showed the items purchased along with the sales tax. Once the transaction was completed, the clerk placed my receipt inside the bag which housed the owners manual of the pole saw and the extra chain purchased. Once home, I noticed 2 receipts - one containing the purchased items with tax and another one showing the items, tax plus a service charge of $12.20. This charge I find out later was for the using the credit card. At no time was I told that an addition charge would be added. After complaining, a response from the store said there were signs stating a service charge. Why wasn't I verbally warned about this? I saw nothing of the sort and I feel deceived by this.

  Business response

  08/23/2021

  We are not trying to deceive the customer.  We encourage all customers to pay with cash or local bank checks.  We have three different signs stating the fee for using a credit card.  The required sign is located at the register.  The second sign is attached to the credit card machine that the customer uses to run the card.  The third sign is one the front door, so that the fee is known before they ever enter. The signs have been up since 6/15/21. 

  Customer response

  08/23/2021

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  If in fact the store encourages cash or check, then why was that not explained to me?  As for the signs allegedly posted, why was that not pointed out to me?  The clerk processed my credit card and distracted me on the matter while I filled out a registration form.  If they were so up front about it, then why 2 receipts - one processed with the actual purchase that I signed and then another separate one with the service fee.  No mention of it to me. Totally deceptive behavior.  No customer appreciation or service.  This is why one should shop the big box stores who actually are customer friendly and do not place additional charges to the unsuspecting customer.
  
  Regards,
  ****** ****

*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. ↩