Revdex.com:
I have reviewed the response made by the business in reference to complaint [redacted] and have determined that this does not resolve my complaint.
[redacted]Is implying that myself and my wife were holding him back an extra hour after posted closing times is very funny seeing the following:1.) When we showed up no one was there and there was a note saying be back in 15 mins during posted hours.2.) He spent 20-30 mins showing another customer a shed.So in regards to his accusation about us holding him up and him trying to accommodate us that is very wrong! After almost 2 hours because of his continuous "human errors" we got up and told him we could no longer sit here and wait whilst he attempts to figure out what he did wrong. He begged us to stay and said it's almost done I need an approval number that's it but at this point with all the "human errors" I did not feel comfortable.In regards to his explanation as to the price posted wrong, again this owner is clearly having human error issues with his memory. Yes I did ask him to honor the price posted and his response was no he cannot and it was a human error and that HE HIMSELF POSTED ALL THOSE PRICES AND MADE A MISTAKE. No one switched it, it was stapled to his shed not many staples one staple clean piece of paper. Who carries an industrial stapler around with them? Seriously? I understand that he leaves his sheds open for customers to come and see when he is closed. However, if you have had problems with customer/people switching your prices why would you not put up a camera device, or a better way of showing your prices? None of the sheds had papers that were moved. He is looking to avoid the issue which is he posted (again clearly HE HIMSELF) posted the wrong price and admitted it in front of myself and my wife. Yes I did ask him to honor the price I think that's only fair that was the price we saw posted and how we based our decision. I did NOT repeatedly try to get one over on him how does that make any sense if I was moving forward to see if we got pre-approved for financing? I asked him once if he could please honor that price and he said NO! I then asked and only once if he could take something off to help get a little closer to that price, because we based our decision on his "human error". In regards to his explanation to the finance issues I offer this solution to prove he's again lying on how the events transpired please call the financing company [redacted]) ask for a copy of the audio recorded customer service call between the owner and the rep on March 23rd. This will show you and you will hear him repeatedly say he made a mistake, he pushed the wrong button, why does it show $7500 when he changed it to $3500. You will also hear him offer to pay us the difference in a business check because he can't figure out why it changed and why they can't fix it. You will also hear him [redacted] blame the rep because he was about to loose the sale. If he knew about this program he would've known that the $7500 was a credit limit not a charged amount. I also have a voicemail that I would be happy to forward where [redacted] states he does not know much about this company because he's only been using them for about a year, and he can't believe what a mess that was and he was sorry.If you are a business owner sorry only goes so far, you need to know what your prices are and if you make an error you need to stand by it, this is not the customers fault that you cannot hang a tag correctly. Also if you offer financing you should probably know the steps and approval process. There are only so many human errors that should transpire when purchasing anything, Every other business would own their errors and not push it onto the customer or attempt to push blame everywhere else. If I go to buy a car and the wrong price is posted by the dealership guess what they have to honor it. I have never had an issue like this before and you may have knocked the quality of sheds other companies around you sell sheds but at least they are upfront and more honest and not riddled with "human errors" and somehow they have the correct prices posted and monthly payments, along with proper financing. In closing from the age of 4 all the way through to an adult we are taught (most of us) that if we make a mistake we are to take responsibility for it no matter of the cost or trouble you may get into I find it rather funny that this business owner does not know this, nor was taught it. In society we have laws for this reason some criminals make human errors and guess what [redacted] they are held responsible for them, they do not get to say Oopps!
Regards,
[redacted]
As far as staying after our posted hours, I was not implying
that having late customers was holding me back, I work late almost every day. All
I was pointing out was that if everything posted on a sign is written in stone,
then I should have closed right at 6pm (like what’s posted on the door), but
since we truly try to cater to our customers, I really don’t mind staying later.
No one said that the customer switched the tags. In fact I
said that this is not what happened in this case, but it is one of the reasons we re-run the numbers and not just go solely
by what’s on the tag. I told him I must have put the wrong tag in the wrong
building and I was sorry, apparently I made a mistake and would have to chalk
it up to human error. Obviously something wasn’t right if the building sitting beside
the one they liked that costs $600 less (purchase price) has the same monthly
payment. Either way, they were told what the correct monthly payment would be
before they decided to proceed with the purchase.
As far as the online financing application, yes, I said that
I needed to go back a screen to change the estimated payment amount but I
couldn’t, and that’s why I needed help from the finance company (as previously
explained). I entered the correct numbers on the screen, then hit either
“continue or apply”. I told the representative (repeatedly) that either I hit
the wrong button, or it didn’t take the numbers that were typed in, but either
way it was showing the estimated payments for $7500 (not $3285). That needed to
be changed, or it wouldn’t be right on the printed paperwork, but was not
something I could do from my end. Since we have only used that credit company
for a short amount of time, I have not run into every possible problem or
scenario, so unfortunately don’t have a quick fix for everything. As I
explained before, it shouldn’t have been a big deal, but with the
representative not understanding the problem and keeping me on hold, there really
wasn’t a lot I could do to quickly solve the issue. When I explained it to
another representative the following day she understood immediately and
apologized.
I totally agree that there should be a simpler fix, and it
shouldn’t be that complicated, but that’s the way this finance company has
their online financing set up. Because of this, we have suspended using this
finance company. We won’t be offering an 84 month payment until they can offer
us a better system with better support. Our other finance companies have very customer/dealer
friendly systems, and knowledgeable representatives that go out of their way to
help us when we need it, so for now we will only use what is tried and tested. That
said, we want to help our customers get the building they want at a payment
that fits their budget, so we will
try new things to make that happen. But if we find it causes more problems than
solutions, we just won’t offer it anymore.
We are upfront and honest, but not
perfect. As I said at the time, I apologize that a mistake was made and the
wrong tag was put in the wrong building. I’m also sorry that customer service
couldn’t fix the financing issue more promptly, it would have made things a lot
easier.
We have confirmed with the finance
company that the customer’s account with them is closed, it was never used so nothing was ever charged to it, and that the only thing that would possibly
remain on his credit is just the original inquiry (credit check). We have explained
the situation as best we can, and since no money ever changed hands we can’t
refund or discount what was never sold. We’re very sorry that the customer
wasn’t satisfied with his experience. Our customers are normally very happy
with both the buying experience, options offered, and building that they get.
As usual, we will try our best in the future to not make any mistakes, but if
we do, we certainly beg forgiveness.
Revdex.com:
I have reviewed the response made by the business in reference to complaint [redacted] and have determined that this does not resolve my complaint.
[redacted]Is implying that myself and my wife were holding him back an extra hour after posted closing times is very funny seeing the following:1.) When we showed up no one was there and there was a note saying be back in 15 mins during posted hours.2.) He spent 20-30 mins showing another customer a shed.So in regards to his accusation about us holding him up and him trying to accommodate us that is very wrong! After almost 2 hours because of his continuous "human errors" we got up and told him we could no longer sit here and wait whilst he attempts to figure out what he did wrong. He begged us to stay and said it's almost done I need an approval number that's it but at this point with all the "human errors" I did not feel comfortable.In regards to his explanation as to the price posted wrong, again this owner is clearly having human error issues with his memory. Yes I did ask him to honor the price posted and his response was no he cannot and it was a human error and that HE HIMSELF POSTED ALL THOSE PRICES AND MADE A MISTAKE. No one switched it, it was stapled to his shed not many staples one staple clean piece of paper. Who carries an industrial stapler around with them? Seriously? I understand that he leaves his sheds open for customers to come and see when he is closed. However, if you have had problems with customer/people switching your prices why would you not put up a camera device, or a better way of showing your prices? None of the sheds had papers that were moved. He is looking to avoid the issue which is he posted (again clearly HE HIMSELF) posted the wrong price and admitted it in front of myself and my wife. Yes I did ask him to honor the price I think that's only fair that was the price we saw posted and how we based our decision. I did NOT repeatedly try to get one over on him how does that make any sense if I was moving forward to see if we got pre-approved for financing? I asked him once if he could please honor that price and he said NO! I then asked and only once if he could take something off to help get a little closer to that price, because we based our decision on his "human error". In regards to his explanation to the finance issues I offer this solution to prove he's again lying on how the events transpired please call the financing company [redacted]) ask for a copy of the audio recorded customer service call between the owner and the rep on March 23rd. This will show you and you will hear him repeatedly say he made a mistake, he pushed the wrong button, why does it show $7500 when he changed it to $3500. You will also hear him offer to pay us the difference in a business check because he can't figure out why it changed and why they can't fix it. You will also hear him [redacted] blame the rep because he was about to loose the sale. If he knew about this program he would've known that the $7500 was a credit limit not a charged amount. I also have a voicemail that I would be happy to forward where [redacted] states he does not know much about this company because he's only been using them for about a year, and he can't believe what a mess that was and he was sorry.If you are a business owner sorry only goes so far, you need to know what your prices are and if you make an error you need to stand by it, this is not the customers fault that you cannot hang a tag correctly. Also if you offer financing you should probably know the steps and approval process. There are only so many human errors that should transpire when purchasing anything, Every other business would own their errors and not push it onto the customer or attempt to push blame everywhere else. If I go to buy a car and the wrong price is posted by the dealership guess what they have to honor it. I have never had an issue like this before and you may have knocked the quality of sheds other companies around you sell sheds but at least they are upfront and more honest and not riddled with "human errors" and somehow they have the correct prices posted and monthly payments, along with proper financing. In closing from the age of 4 all the way through to an adult we are taught (most of us) that if we make a mistake we are to take responsibility for it no matter of the cost or trouble you may get into I find it rather funny that this business owner does not know this, nor was taught it. In society we have laws for this reason some criminals make human errors and guess what [redacted] they are held responsible for them, they do not get to say Oopps!
Regards,
[redacted]
As far as staying after our posted hours, I was not implying
that having late customers was holding me back, I work late almost every day. All
I was pointing out was that if everything posted on a sign is written in stone,
then I should have closed right at 6pm (like what’s posted on the door), but
since we truly try to cater to our customers, I really don’t mind staying later.
No one said that the customer switched the tags. In fact I
said that this is not what happened in this case, but it is one of the reasons we re-run the numbers and not just go solely
by what’s on the tag. I told him I must have put the wrong tag in the wrong
building and I was sorry, apparently I made a mistake and would have to chalk
it up to human error. Obviously something wasn’t right if the building sitting beside
the one they liked that costs $600 less (purchase price) has the same monthly
payment. Either way, they were told what the correct monthly payment would be
before they decided to proceed with the purchase.
As far as the online financing application, yes, I said that
I needed to go back a screen to change the estimated payment amount but I
couldn’t, and that’s why I needed help from the finance company (as previously
explained). I entered the correct numbers on the screen, then hit either
“continue or apply”. I told the representative (repeatedly) that either I hit
the wrong button, or it didn’t take the numbers that were typed in, but either
way it was showing the estimated payments for $7500 (not $3285). That needed to
be changed, or it wouldn’t be right on the printed paperwork, but was not
something I could do from my end. Since we have only used that credit company
for a short amount of time, I have not run into every possible problem or
scenario, so unfortunately don’t have a quick fix for everything. As I
explained before, it shouldn’t have been a big deal, but with the
representative not understanding the problem and keeping me on hold, there really
wasn’t a lot I could do to quickly solve the issue. When I explained it to
another representative the following day she understood immediately and
apologized.
I totally agree that there should be a simpler fix, and it
shouldn’t be that complicated, but that’s the way this finance company has
their online financing set up. Because of this, we have suspended using this
finance company. We won’t be offering an 84 month payment until they can offer
us a better system with better support. Our other finance companies have very customer/dealer
friendly systems, and knowledgeable representatives that go out of their way to
help us when we need it, so for now we will only use what is tried and tested. That
said, we want to help our customers get the building they want at a payment
that fits their budget, so we will
try new things to make that happen. But if we find it causes more problems than
solutions, we just won’t offer it anymore.
We are upfront and honest, but not
perfect. As I said at the time, I apologize that a mistake was made and the
wrong tag was put in the wrong building. I’m also sorry that customer service
couldn’t fix the financing issue more promptly, it would have made things a lot
easier.
We have confirmed with the finance
company that the customer’s account with them is closed, it was never used so nothing was ever charged to it, and that the only thing that would possibly
remain on his credit is just the original inquiry (credit check). We have explained
the situation as best we can, and since no money ever changed hands we can’t
refund or discount what was never sold. We’re very sorry that the customer
wasn’t satisfied with his experience. Our customers are normally very happy
with both the buying experience, options offered, and building that they get.
As usual, we will try our best in the future to not make any mistakes, but if
we do, we certainly beg forgiveness.