Enchanted Fireside, Inc

Falsely advertised a service for $179 that was much more. Then charged my credit card AFTER I told them to cancel the appointment!I received a postal flyer advertising a pellet stove cleaning for $179. I called to make an appointment for July. I was told I was REQUIRED to add a $75 flue sweep. Then they said I had to pay a $100 deposit and asked for my credit card. After that I said "This is for the $179 price, right?" I was told no, that was a misprint and the price was really $225 (plus the $75) or $300 total! I told them to cancel the appointment I was not interested. I just checked my credit card online and they charged me $100 for a deposit on the appointment that I cancelled!!! I am thinking about contacting the Postal Service and filing a mail fraud complaint.Desired SettlementI demand an immediate refund of my "deposit" which should never have happened in the first place.Business Response Contact Name and Title: [redacted], [redacted]Contact Phone: XXXXXXXXXXContact Email: [redacted]@enchantedfireside.comPlease remove this complaint from our record. The customer has falsely represented what transpired; his card was charged prior to his decision to cancel his appointment, and the refund was issued the next morning (on April 15th) when the (part-time) person authorized to process refunds arrived for work. Details are described below, and phone and credit card logs are being sent via separate email. His claim was filed April 16th, after his refund had already been processed."Falsely advertised a service for $179 that was much more. "This is not true. There WAS a misprint on the postcard that was fully explained when he called in to book the appointment. However, the postcard also clearly stated that the special was a 25% discount off the regular $300 price. So, the correct price was described, but the display on the card of the calculation of that price which should have been shown as $225 was shown as $179- a $46 difference. This was fully explained to him before the card was processed. So, in spite of the misprint, the postcard did show the correct price. "Then charged my credit card AFTER I told them to cancel the appointment! "This is absolutely untrue, and is why I am requesting this fraudulent complaint be removed form out file. Our phone records show that at 12:14pm on 4/14, the customer called in to book his cleaning appointment,and all the information was explained to him, including the information about the misprint. Eight minutes into this 9 minute 33 second phone conversation, (at 12:22pm), we charged his credit card (at his request) to book the appointment. At the end of the phone call (XX:XX) he cancelled the appointment - after the card had already been charged. (Phone log and call logs being sent via separate email). When the accounts receivable clerk arrived the next morning, the refund was processed at 9:33am - as soon as it was possible to do so. The credit card processing system log is also being sent via email."I received a postal flyer advertising a pellet stove cleaning for $179. I called to make an appointment for July. I was told I was REQUIRED to add a $75 flue sweep. Then they said I had to pay a $100 deposit and asked for my credit card. After that I said "This is for the $179 price, right?" I was told no, that was a misprint and the price was really $225 (plus the $75) or $300 total! I told them to cancel the appointment I was not interested. I just checked my credit card online and they charged me $100 for a deposit on the appointment that I cancelled!!! I am thinking about contacting the Postal Service and filing a mail fraud complaint. "Most of this part of his complaint has already been addressed above. As to the chimney sweep issue, the customer is either required to the sweep on their own prior to the appointment (which would be free for them) or have us do the sweep. If the flue is not swept we cannot guarantee the work of the cleaning. In the past, people have had chimney sweeps clean the flue AFTER we have cleaned the appliance, and the chimney sweeps have smashed all the soot into the stove, destroying all of our work and requiring the stove be cleaned again. The misprint was an unfortunate error. Our customers have been very understanding, especially becuase the $225 is the same price it has been for 7 years, and the $225 was very easily calculated from the correct information on the postcard. This customer's last cleaning service was August 24, 2011 at which time he paid $225 and took responsibility for cleaning his own flue.Consumer Response (The consumer indicated he/she DID NOT accept the response from the business.)The response contains two complete falsehoods. NOTHING was said to me about the price of the service until I asked about it directly at what I thought was the end of the transaction, when I immediately responded by asking them to cancel the entire transaction. I did not REQUEST to make a deposit this was demanded immediately from me and that is why I read them my credit card number over the phone. Before I hung up, after telling them to cancel the appointment, I was informed that my card had already been charged and it would be refunded. It was refunded after two days. There is simply no excuse whatever for mailing false, prominently highlighted prices on a flyer and then saying "customers are very understanding". Tell it to the Judge, is what I'd say.Final Business Response Attached is our 2nd response to the customer's complaint, including our phone and credit card logs. The entirety of this information - which shows that we refunded his deposit as expeditiously as current credit card processing systems permit - cannot be entered into your online response system.Please let us know if you need any further information.Thank you.

Falsely advertised a service for $179 that was much more. Then charged my credit card AFTER I told them to cancel the appointment!I received a postal flyer advertising a pellet stove cleaning for $179. I called to make an appointment for July. I was told I was REQUIRED to add a $75 flue sweep. Then they said I had to pay a $100 deposit and asked for my credit card. After that I said "This is for the $179 price, right?" I was told no, that was a misprint and the price was really $225 (plus the $75) or $300 total! I told them to cancel the appointment I was not interested. I just checked my credit card online and they charged me $100 for a deposit on the appointment that I cancelled!!! I am thinking about contacting the Postal Service and filing a mail fraud complaint.Desired SettlementI demand an immediate refund of my "deposit" which should never have happened in the first place.Business Response Contact Name and Title: [redacted], [redacted]Contact Phone: XXXXXXXXXXContact Email: [redacted]@enchantedfireside.comPlease remove this complaint from our record. The customer has falsely represented what transpired; his card was charged prior to his decision to cancel his appointment, and the refund was issued the next morning (on April 15th) when the (part-time) person authorized to process refunds arrived for work. Details are described below, and phone and credit card logs are being sent via separate email. His claim was filed April 16th, after his refund had already been processed."Falsely advertised a service for $179 that was much more. "This is not true. There WAS a misprint on the postcard that was fully explained when he called in to book the appointment. However, the postcard also clearly stated that the special was a 25% discount off the regular $300 price. So, the correct price was described, but the display on the card of the calculation of that price which should have been shown as $225 was shown as $179- a $46 difference. This was fully explained to him before the card was processed. So, in spite of the misprint, the postcard did show the correct price. "Then charged my credit card AFTER I told them to cancel the appointment! "This is absolutely untrue, and is why I am requesting this fraudulent complaint be removed form out file. Our phone records show that at 12:14pm on 4/14, the customer called in to book his cleaning appointment,and all the information was explained to him, including the information about the misprint. Eight minutes into this 9 minute 33 second phone conversation, (at 12:22pm), we charged his credit card (at his request) to book the appointment. At the end of the phone call (XX:XX) he cancelled the appointment - after the card had already been charged. (Phone log and call logs being sent via separate email). When the accounts receivable clerk arrived the next morning, the refund was processed at 9:33am - as soon as it was possible to do so. The credit card processing system log is also being sent via email."I received a postal flyer advertising a pellet stove cleaning for $179. I called to make an appointment for July. I was told I was REQUIRED to add a $75 flue sweep. Then they said I had to pay a $100 deposit and asked for my credit card. After that I said "This is for the $179 price, right?" I was told no, that was a misprint and the price was really $225 (plus the $75) or $300 total! I told them to cancel the appointment I was not interested. I just checked my credit card online and they charged me $100 for a deposit on the appointment that I cancelled!!! I am thinking about contacting the Postal Service and filing a mail fraud complaint. "Most of this part of his complaint has already been addressed above. As to the chimney sweep issue, the customer is either required to the sweep on their own prior to the appointment (which would be free for them) or have us do the sweep. If the flue is not swept we cannot guarantee the work of the cleaning. In the past, people have had chimney sweeps clean the flue AFTER we have cleaned the appliance, and the chimney sweeps have smashed all the soot into the stove, destroying all of our work and requiring the stove be cleaned again. The misprint was an unfortunate error. Our customers have been very understanding, especially becuase the $225 is the same price it has been for 7 years, and the $225 was very easily calculated from the correct information on the postcard. This customer's last cleaning service was August 24, 2011 at which time he paid $225 and took responsibility for cleaning his own flue.Consumer Response (The consumer indicated he/she DID NOT accept the response from the business.)The response contains two complete falsehoods. NOTHING was said to me about the price of the service until I asked about it directly at what I thought was the end of the transaction, when I immediately responded by asking them to cancel the entire transaction. I did not REQUEST to make a deposit this was demanded immediately from me and that is why I read them my credit card number over the phone. Before I hung up, after telling them to cancel the appointment, I was informed that my card had already been charged and it would be refunded. It was refunded after two days. There is simply no excuse whatever for mailing false, prominently highlighted prices on a flyer and then saying "customers are very understanding". Tell it to the Judge, is what I'd say.Final Business Response Attached is our 2nd response to the customer's complaint, including our phone and credit card logs. The entirety of this information - which shows that we refunded his deposit as expeditiously as current credit card processing systems permit - cannot be entered into your online response system.Please let us know if you need any further information.Thank you.