Complaints

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• Initial Complaint

  Date:07/08/2024

  Type:Sales and Advertising 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 placed an order for a new front entry door, after we agreed on a door and price Perry Distributors charged my debit card $4500.00. This was to place an order, and to have them do an onsite measure. Remainder of the balance to be paid upon completion. However after the field measurements were taken the price of the door increased by over 40%. After this substantial increase I can not afford the door. I ask for a refund, and they only refunded me $4320.00. This represents a 4% merchant credit card fee. No where on any paperwork is mentioned there will be a credit card fee. This fee was deducted from my refund, not stated anywhere on my original receipt. It is illegal in every state to charge a merchant fee for debit cards. I feel they are stealing $180.00 from me. I would like a chargeback.

  Business Response

  Date: 07/12/2024

  On 5-11-2024 ******* ****** stopped in the showroom to quote a STANDARD size entry door with sidelights.  She insisted it was a standard size.  I quoted her several different door styles with many different options.  On 5/18 she stopped in again wanting to place the door on order and have it installed.  Since it is customary that we  measure all installs I told her we would need to come out to the home to measure and if the door was a different size we would have to adjust the price accordingly.  l told we did not need a deposit until the final quote. She insisted on putting a deposit down that day (5/18) stating she did not want to stop back and she was certain she was to order.  We accepted her deposit and was charged 4% by Merchant Services the credit card company. 

  On 5/22 the door was measured.  It was not a standard size.  It was a custom cut-down in both width and height adding to the price of the door and the adjusted quote was emailed to her.  On 5/28 she called the office and wanted to cancel the order.  I told her as stated on the wall in our office that special orders are not returnable or refundable but could issue a refund minus the 4% credit card fees that Merchant Services charges for any transaction.  We were charged $180 twice for a total of $360.  We only charged the customer half these fees in good faith as she stated she was going to order at a later date.  She was fine with that.  We spent over 8 hours quoting all her different options and adjustments and the hours we spent with her in the office. We issued and invoiced the refund on 5-28-2024.  The invoice also states all special order sales are final.  We were kind enough to charge only half the fees.  

  Perry Distributors Inc

  Customer Answer

  Date: 07/20/2024

  Better Business Bureau:
  
  I have reviewed the response from the merchant referring to ID ******** and have determined that there are many discrepancies in the merchants reply and I’m not satisfied.
  The downpayment of $ 4,500 was requested by the  merchant on 5/18/24 in store to secure the entrance door quote and a date for the installer to measure the door. I asked if it was ok if I use my debit card for the downpayment and was told, yes.  There was no mention of a 4% credit card fee at the time, nor was there any postings/signs up around the business of this surcharge.

  As you can see on the printout of the door which is what I received to serve as a quote, the price of the door was figured to be $ $ 7,960.88. Tom W****** at Perry Distributors informed me that the installation cost would be around $ 750.00, but no more than $1,000 if the door is not a standard size door.
  

  After the field measurement, was done, Tom called me to let me know that the installation price would be an additional $ 2,375 which is the $ 750 installation x 3 + additional materials of $ 125 and also an additional $ 875 for the door not being a standard door both height and width wise.  Just to add, I went with a different company and the height is standard, but the width was not. So, after Tom told me the price of the door would increase by around 41% from $ 7,960.88 to $ 11,210.88, I realized the door price was out of my budget.  During our phone conversation, I proceeded to ask for a refund of my downpayment of $ 4,500.  Tom told me he could give me a refund, but they charge a 4% credit card fee. 
  I asked him how this price increase and not measuring the door before them requesting a downpayment was my fault.  Tom said that he told me it may not be a standard size door.  So, I’m thinking, where was I supposed to know that I have to pay a surcharge on my debit card? Which after doing research is illegal to charge on a debit card. Tom proceeded to issue me a refund of $ 4,320 which is my $4,500 refund less the 4% undisclosed and illegal card processing fee that Perry Distributors passed onto me because of the time they spent working with me coming up with the door quote, which, however, is the price of doing business.

  Also, it’s a strange setup at Perry Distributors, customer stands behind a window while the merchant designs the door at a computer desk behind the window. The customer can’t see what the prices of the items of the door are. We are just told it’s a package deal.
  

  On 5/28, Tom W****** issued a refund back to my card of $ 4,320, keeping the 180.00, and e-mailed me an itemized invoice. So, I’m trying to recoup the $ 180.00 of my downpayment that Perry Distributors basically stole from me.  I’ve never heard of a business taking card fees out of a refund and it is illegal to charge surcharges on DEBIT cards.
  

  Thank you for your time and consideration, 
  
  ******* ******

  Business Response

  Date: 07/23/2024

  We have received the customer's response.  The down payment was premature.  It was never required until she was ready to order the door and schedule the installation after measurements were taken and the final quote given.  I told her to wait until the door was measured to get the final quoted price.  She insisted on a quote for a standard door size she said was a standard size.  We are not responsible for customer's measurements. I also stated the quote would have to be adjusted if the door was not a standard size.  After the installer Barry measured the door opening was found to be a custom size and an adjusted quote was presented along with many many many other options.  The door manufacturer up-charges all custom sized doors.  When the premature deposit was presented she insisted she would be purchasing the door.  She gave us her CREDIT Card as payment and it was run as credit not debit.  She never stated it was a debit.  As it clearly states on the sign on the wall Special Ordered required deposits are NON-Refundable.  We were nice enough to refund the her deposit and cancel the door.  Merchant Services  charges 4% on all credit card transactions.  We passed along only HALF of those costs for her use of using the credit card for the 2 transactions.  We are not stealing something that the customer used by using her card.

  Customer Answer

  Date: 07/27/2024

  I have reviewed response made by the business in reference to complaint ID ********, & determined that proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed are below:

  
  Merchant is not credible on his statements.  Tom, only wanted to send installer out to measure door if customer's serious buyer.  In order to secure a date for installer, Barry, to measure, he requested 1/2 door price as downpayment.  Pic. in previous reply states merchant REQUIRES deposit. Before measurements was 7,960.88.  Was told normal price of installation would be ~ 750.00, not more than 1,000; figured final price door would be ~ $ 9,000; put down $ 4,500. Point of Barry coming out to get measurements & clarify if door is standard/not.  Barry came out; said door isn't standard & would take 6 hours to install.   Next day, Tom called, said installation cost would be 3 x the 750.00 + materials ; not what was told.  Final price ended up being $ 11,210.88; 41% increase from original price.  A merchant like Perry Distributors; been in business for over 40 years, should NOT taken DP before door was measured & should have been specific on installation/upcharges up front!  During phone conversation about installation, materials, & upcharge costs & realizing final price door being out of budget, asked Tom if I can get a refund.  He said yes, but would be a 4% card fee.  I asked, is this my fault?  He told me, "I told you it wasn't a standard door."  How is this related to the 4% card fee was going to keep?  No signs about this fee, no written itemized statement in quote, DP receipt, or any mention about a card fee at time asked for DP.  Pic. merchant attached about special orders doesn't pertain to situation or have anything noted about a card fee.  Simply requesting 4% card processing fee refund of $180.00 to cover the merchant credit card fee that was passed to me. 
  

  ******* ******

  Business Response

  Date: 08/12/2024

  In response to ******'s claim she is mistaken.  She wanted to put money down the very first time she entered the showroom.  The second trip is when she gave us HER measurements of the door and received estimates based on her sizing NO FINAL PRICING because labor needed to be figured by the installer by looking at the opening, measuring and determining how much work is needed. Her sizing of the opening was incorrect.  We offer FREE estimates.  Perry Distributors only sells the material.  The installer sells his labor and billed separately.  She wanted a labor price so we approximated it based on the information given to us by her and told her final pricing would be determined for materials and labor after measurements were done.  NO PAYMENT OR DEPOSIT WAS REQUIRED FOR THE ESTIMATE.  She gave the deposit prematurely on her own because she stated she did not want to have to stop back and would definitely order the door.  She was told her estimate was based on her measurements and the final price would be determined upon final measurement by the installer.  After final pricing was given the customer changed her mind and decided she did not want the door so we did issue refund even though our policy states on the sign on the wall that "Special Orders Deposits are Non-Refundable".