Complaints

• Initial Complaint

  11/01/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I had purchased a $1300 dollar fireplace from The Brick in Pincher creek in November of 2022. The Brick had charged me a service fee and proceed to complete my order with flexiti. I had picked the payment plan of "No pay until ****" but to be surprised that the option on my flexiti account was "No may for 3 months" Resulting in a revolving interest on my account. I tried to argue with flexiti has I had thought this was an error I needed to deal through them I was informed it was a brick error and I had I have to deal with the company. I left it at that and began paying down the interest payments. To my surprise the total amount owing has not dropped. When I purchased a new couch in November 2023, I brought this incident up with the brick in ******* and they stated that if I was was on a 3 month plan the admin fee was void. I realized it was in fact the bricks error. I brought It up with the brick in pincher creek but they insisted it was my error and they could only refund my admin fee. This error has blocked my new couch purchase and does not allow me to see minimum payments, as the revolving interest is taking priority. I would like to get the error dealt with, by forgiveness, or having the Brick provide credit, or paying off the remaining costs on that purchase. My previous purchases prior to the fire place are all listed as "paid in full" and closed. Which shows *** attentive to my payments.

  Business response

  12/01/2024

  Attached documents has full detail of response.

   We have attached a copy of the invoice the customer submitted and circled it showing the *** PAYMENT *** PLAN: N03, *** $1364.9 that shows the customer made their payment on the web through the online payment tool.  The N03 is for No Payments for 3 Months.  We also circled the *** CODE DNP/NPP 03 MS that shows the plan selected by the customer was a Do Not Pay 3 Months.  Also in the same attachment is a copy of the email sent Nov 7, 2022 to the customer for them to access the online payment tool to complete their payment themselves.

  The other attachment is an example of when a customer processes a payment online, it gives the customer different plans to choose from when paying by *******.
  

  We would presume the customer would get statements each month from ******* that details their transactions and what payment plan is selected and when the plan ends. As stated in the customers complaint when she seen on her account that her plan was No may (money?) for 3 months resulting in interest on her account, she reached out to ******* and they advised her to deal with the Brick.  She states that she left it at that and began paying down the interest payments.  If the customer reached out to us within a reasonable period before interest was charged, we could see if there was anything we could do to fix her mistake.  Unfortunately, the customer did not contact us until 1 year later after they incurred interest with *******.  As ******* is a separate company from us, and interest charges come from *******, we cannot make any changes to the interest charges. 
  

  The customer still has a credit at our store in the amount of $104.95 for the admin fee (with GST) that was not used and can be used as store credit or refunded to their ******* Account.  

*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. ↩