Deleted
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Post by Deleted on Mar 19, 2015 18:51:14 GMT
UPDATE: My bank has put in a dispute against the 2 HD transactions. I will need to provide letter to document the situation from my standpoint. They will then work with HD to do whatever else needs to be done.
Weird aside? I called the manager and let her know what was coming. Call me Pollyanna, but I still believe she did what she could. I thought she deserved a heads up. As I was talking to her, I realized her name was familiar and asked if she was married to XXX. She's not because XXX is her brother. I worked with him for years. Just a weird coincedence.
I'll try to make this painless and to the point:
Had HD send out a someone to measure my kitchen for a flooring project. That was Saturday. HD called me on Monday with a quote based on the measurements and the flooring I had chosen (laminate). Agreed to project and agreed to 1/3rd deposit which I paid by phone. I used my Visa check card associated with my bank account instead of a true credit card.
On Wednesday, the remaining 2/3 amount was deducted from my account instead of the 1/3 deposit. I assumed it was just a clerical error and called HD. That's when things got nuts. At first, they told me the account was paid in full. Not. Then they told me that yes, that 2/3 amount was accurately charged and there should be an additional transaction for the 1/3 deposit as well. If not, it was coming. That's when I put on the brakes.
I DID not agree to pay 100% upfront for this job and would NOT have if told that was my only option (which I learned is their standard practice in my state). No way Hades would I pay for something that wouldn't even begin for 3 weeks (time for materials to arrive, get delivered and spend 72 hours acclimating in our house).
At first, it looked like they got everything cancelled and the transactions would be reversed/refunded. Today I get a call from the store manager telling me that the folks at PERGO shipped the order after all. And they could refund me everything else but not the PERGO flooring until they had received it and sent it back. The shipment is not scheduled to arrive until April 2nd. 2 full weeks from now.
If I had put this on a true credit card, I'd be on the phone disputing the charge and letting them fight it out. Can't do that, lesson learned! I do believe the store manager has done what she can but her hands are tied by corporate policy at this point.
My question? Do I accept this and await the refund as I do believe the store manager is trying to make things right? Or despite that, do I insist on being give contact information for a "higher up" who can maybe get the reimbursement done NOW?
Your thoughts? Suggestions?
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Post by SnowWhite on Mar 19, 2015 18:53:35 GMT
Why can't you call your bank and tell them the charges were unauthorized? Because from what I'm reading here, they were unauthorized. My credit union would wipe them until HD could prove they were valid.
ETA: I assume this was a credit transaction, even if it was your Visa Check Card. ie - you didn't swipe and enter your pin, did you? If that's the case, shouldn't you be afforded all the protections of a Visa transaction?
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Post by MichyM on Mar 19, 2015 18:54:43 GMT
Honestly, if I was me I'd go ahead with the installation since this is a product you wanted and is already on the way. If I understand correctly 2/3rds has already been refunded to you. I'd go ahead and install and pay the remaining amount after it is completed.
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Deleted
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Apr 19, 2024 6:43:31 GMT
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Post by Deleted on Mar 19, 2015 18:58:50 GMT
michym: they've since taken the other 1/3 out of my account. So I've essentially paid them in full. I'm no longer confident they can do the job right when they can't seem to handle the order taking right. My "gut" is screaming "run" so that's what I'm trying to do. Yet not be a raving bitch about at the same time  snowwhite: It is my belief that the VISA protections do not apply to VISA check cards. I agree with you that they were unauthorized to pull the funds out that they did. Heck, I even pointed out to them they have a recording of the transaction because I was told our call was being recorded! So they have proof that I was not told the full amount would be taken out in two transactions at the same time. |
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Post by Merge on Mar 19, 2015 18:59:01 GMT
Your VISA check card should carry the same protections that a credit card does. Call the number on the back if you haven't already.
We've had issues with Home Depot in the past and I prefer not to shop there anymore. Honestly, it seems like the right hand never knows what the left is doing over there. I hope you're able to get it worked out to your satisfaction.
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Post by SnowWhite on Mar 19, 2015 19:07:33 GMT
My "gut" is screaming "run" so that's what I'm trying to do. Yet not be a raving bitch about at the same time When it comes to people trying to steal my money, I'm all about raving bitch mode. The best way to get this resolved, quickly and to your satisfaction is to be persistent. Be the squeaky wheel. Words that are ingrained in me "That's not acceptable to me, I would like to speak with your manager." Lather.Rinse.Repeat. Given what you're been through already and my personal experience with HD, I wouldn't want them doing this job either and I wouldn't get off the phone today until my money had been refunded. But I'd also be calling my bank (well, credit union) to dispute the charges. |
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Olan
Pearl Clutcher
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Post by Olan on Mar 19, 2015 19:07:37 GMT
Your gut instinct is correct. My kitchen remodel was a major clusterfuck of epic proportion. Are they going to charge you a fee to restock the flooring you ordered?
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Post by myshelly on Mar 19, 2015 19:07:40 GMT
snowwhite: It is my belief that the VISA protections do not apply to VISA check cards. I agree with you that they were unauthorized to pull the funds out that they did. Heck, I even pointed out to them they have a recording of the transaction because I was told our call was being recorded! So they have proof that I was not told the full amount would be taken out in two transactions at the same time. Well why is that your belief? I don't have any credit cards. I use the Visa card associated with my bank account for everything. Anytime I have had an issue I have called the number on the card and my money has been instantly refunded while they help me fight the business. That's the whole purpose of having the VISA logo on the card. It's treated the same as a VISA card. |
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Deleted
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Apr 19, 2024 6:43:31 GMT
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Post by Deleted on Mar 19, 2015 19:12:42 GMT
Olan: No mention of a restocking fee has been mentioned. The manager has been very helpful and recognized immediately that the error was theirs. I believe corporate policy prevents her from being able to do more than she has already. myshelly: My belief about the VISA protection is based on heresay so definitely could be inaccurate. I'm on the phone with the bank now. snowwhite: depending on what the bank says, I have already planned to go in person to the store and not leave until I get satisfaction. Thanks for the confirmation that my "gut" is working well. |
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Post by MichyM on Mar 19, 2015 19:16:19 GMT
So sorry about this, and for misunderstanding above, another way to possibly salvage this is to pay for the product, have it delivered, and hire your own installer. I honestly wouldn't use a big box store's subcontracted workers anyhow. I much prefer having someone work directly for me, then I know how to deal with things if they're not to my satisfaction. Just food for thought....
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Post by SnowWhite on Mar 19, 2015 19:16:48 GMT
I believe corporate policy prevents her from being able to do more than she has already. Don't believe that for a minute. |
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freebird
Drama Llama
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Posts: 6,927
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Post by freebird on Mar 19, 2015 19:25:13 GMT
Olan: No mention of a restocking fee has been mentioned. The manager has been very helpful and recognized immediately that the error was theirs. I believe corporate policy prevents her from being able to do more than she has already. myshelly: My belief about the VISA protection is based on heresay so definitely could be inaccurate. I'm on the phone with the bank now. snowwhite: depending on what the bank says, I have already planned to go in person to the store and not leave until I get satisfaction. Thanks for the confirmation that my "gut" is working well. "corporate policy"?? Fuck corporate policy.
I have a home policy that I don't get screwed out of my money. Sorry, but that's my "corporate policy". Who cares about bullshit made up rules? I can make up any rule I want that's my "policy" doesn't make it good business or the law or anything.
If you can't tell the words "corporate policy" really piss me off.
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Deleted
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Apr 19, 2024 6:43:31 GMT
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Post by Deleted on Mar 19, 2015 19:29:10 GMT
LOL Freebird...yeah, that is pretty clear!!
So the bank is disputing both transaction against my account. They will follow up with HD as well as sending me a letter requesting a written documentation of the issue.
So that's where things stand.
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scrapaddie
Drama Llama
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Post by scrapaddie on Mar 19, 2015 19:37:02 GMT
For the future, never agree to home renovations without a contract. The contract would spell out payments and when they were due. It would also spell out refund policies. The fact that you set this up over the phone, means you did not have a clear understanding of the terms.
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scrappinmama
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Jun 26, 2014 12:54:09 GMT
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Post by scrappinmama on Mar 19, 2015 20:58:41 GMT
I don't blame you for wanting to back out of this. They have their money, and there is nothing to stop them from doing a totally crappy job. Keep working with your bank to make things right.
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Deleted
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Post by Deleted on Mar 19, 2015 21:02:38 GMT
That's great that your bank handles it that way, but not all banks do. The federal regulations regarding provisional credit do not require banks to issue it immediately - it can be up to 10 business days, if memory serves. Many banks adhere to the federal regs (rather than exceeding them) when it comes to disputes on check cards.
Obviously, this can be very problematic if it's someone's primary checking account and they needed the disputed funds for something else while waiting for provisional credit.
Check cards w/ VISA or MC logos do have many of the benefits of true credit cards, but some things are handled differently and disputes are one of the most common differences.
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