Complaints

• Initial Complaint

  09/10/2022

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  For the first home appointment, I was told a discount was offered if payment was in "cash on delivery." I was fully prepared to pay in cashiers check as I understood that was appropriate for a cash exchange of $4,500. for a service of this scale and size. However, at the end of appointment and when payment was due, the saleswoman said the check was "insufficient," and that cash meant cash US currency. She said payment was due immediately; I felt extremely pressured and frazzled stating that I was more than happy to supply a cashier's check as I didn't know if I had that amount readily accessible in my home. The saleswoman was very pushy and not accommodating, saying that I couldn't go to the bank and get the cash because she had "other appointments." I rushed to a location on my property that thankfully had the amount in cash, but I did not feel comfortable with the whole process. I had been looking forward to the plantation shutter window installations for years and after finding a company at this time when I'm ready for them, I didn't want to miss this opportunity. So after I handed her the cash in bills, she spread them on my kitchen counter and counted each bill twice! I felt like I was being confronted in my own house that not only I have to rush to supply thousands in cash but that my bills were somehow fraudulent. After she left, the same experience occurred in the subsequent installation appointment. When the crew arrived, the same saleswoman entered my home and stated she could not start the installment until payment was paid in full first, upfront. Because of the last experience, I didn't feel comfortable with handing that much cash to a business so I decided cashier's check. The saleswoman was not happy as then she said she'd have to remove the original discount. I was stunned to say the least. This is not how a reputable business should operate when entering people's homes and I want to ensure that They are not doing something fraudulent themselves

  

  Business response

  11/04/2022

  Business Response /* (1000, 5, 2022/09/26) */ Ms. ** had previously received an estimate from Gator Blinds in October 2020 after providing the window sizes to get a price for plantation shutters; at this point, she wasn't ready to order. Ms.** texted Gator Blinds in August 2022 that she now wished to proceed with ordering the plantation shutters. She then requested to pay the same amount we quoted back in 2020. We informed her that this was impossible as it had been two years and we had price increases from all manufacturers. Ms.**. said okay, but then she asked if she could get a discount if she paid in cash. We said yes, we offer a 5% discount if she would like to pay cash, and also we can order the shutters immediately after payment. If a customer pays in cash, the funds are immediately available, and the order can be placed with the manufacturer on the same day. Credit Card or all Check payments will be delayed until the bank makes them available. She then attempted to haggle the price again and told me that she could take her cash to any other window treatment company, and they would be happy to take her money. The salesperson told her, "let me see what I can do." After recalculating, we gave her a price, and she agreed and said the salesperson could come to her home and get the final sizes. She insisted that she wanted to complete the contract the same day the SP came to her home for measurements. The salesperson arrived at Ms.*******' home for the appointment on August 10, 2022. SP (salesperson) started going over her different options and how they would look in her windows with the samples the SP had with her. Ms.**, her daughter and the salesperson started talking about their windows. SP spent about 20-30min talking about the options. SP then began to proceed with measuring. MS.** had 21 windows that she wanted to do the shutters on. SP also started measuring other windows that Ms.** didn't want at the moment but asked for a quote on shades that she might be able to order later. It took SP about 2 hours to get all the measurements done. Once SP was finished, Ms.** told her she wanted to eliminate some windows and add others. SP then confirmed new pricing with the office. Once all that was complete, she agreed with the price and everything else. SP proceeded to write out the contract on her kitchen island. SP went over the contract with Ms.** and told her the deposit amount that would be in cash. Ms.** said she couldn't go to the bank but could write a check. SP informed her that this was not a problem and that she could pay by check, but that she would not receive the additional 5% cash discount we were offering because she had specifically requested it. Ms.** then said she could go to the bank but that it would take some time for her to drive there. The SP told her that she could meet with her the following day at our showroom office, and we could make the contract then, or the SP could come back again the next day. SP told her that she couldn't wait for her to go to the bank since she did have other appointments after hers. She then said that she was going to call her husband real quick to give her a few minutes. SP said okay. While Ms.** went into the main bedroom, SP was talking with her daughter. After a while, her daughter checked on her and informed SP that she would be right out. Ms.**. came back with cash in her hand. She said she was able to scrape together the deposit amount. She then counted the money on her kitchen island and laid it out in sections. Once she finished, SP also counted the money for confirmation. SP used the detector pen to check the money, which is company policy. She then signed the contract and thanked the SP for being patient and helping her with everything. She wished the SP a good day, and SP did the same. Once completed, SP informed her that the rest payment needed to be also in cash because she had signed a cash payment contract. That was the only interaction the SP had with her that day. Office Interaction: On August 24, 2022 MS.** called and asked when the window treatments could be installed. The office told her that we need to contact the manufacturer. In the same phone call, Ms.**. informed the office that she would no longer pay in cash but with a check. The office explained that the contract with the additional 5% discount is no longer valid and she will receive an amended invoice. The office heard a loud male voice in the background yelling "We pay by check or we don't pay". The office explained to Ms.** again that it was not a problem that she wanted to pay by check. Here is Ms**'s email: "From:************************************************ Sent: Friday, August 26, 2022 2:25 PM To: PG Gator Blind Subject: Re: Contract Received. We will have cashier's check ready for you on installation day. We apologize for the confusion. We were under the impression that cash also was in the form of cashier's or certified check. We appreciate everything you are doing to get our shutters ready. Can't wait to see it! Best regards, ****************************************** Installation Day 9/9/2022 The installer called Ms.**. the day before the installation of the plantation shutters to confirm the appointment, Ms.**. confirmed. The next day the installers came to her house to install them. At the end of the installation, our shutters were inspected by Ms.**, and she asked the installer what she could put on her remaining windows. The installer explained her options, but Ms.** received a quote from our company already for plantation shutters. The final payment, which we received in the form of a check from Ms.** was not from the residential address but was a company check ! Note: We have all evidence of the conversations in saved text messages and emails. We don't know about the following statement: "After she left, the same experience occurred in the subsequent installation appointment. When the crew arrived, the same saleswoman entered my home and stated she could not start the installment until payment was paid in full first, upfront. Because of the last experience, I didn't feel comfortable with handing that much cash to a business so I decided cashier's check. The saleswoman was not happy as then she said she'd have to remove the original discount. I was stunned to say the least. This is not how a reputable business should operate when entering people's homes and I want to ensure that They are not doing something fraudulent themselves" The timing of the statement is incorrect. The content of the statement is also wrong. The salesperson is a different person from the installers. Salesperson wasn't present at the installation. The installation day was 9/9/2022 - Ms.** received an amended invoice on 8/24/2022 which is why we received the email from Ms.**'s on Friday, August 26, 2022 2:25 PM - see email above. She is apologizing for the confusion and confirmed the receipt of the amended invoice. On the day of installation Ms.** gave the installer the check, no talking about cash anymore. We are very concerned that Ms.**. is wrongly labeling our company, which has been successful for decades, as fraudulent. Our company received the highest ratings and we pride ourselves on being fair to our customers. The contract with Ms.**. was personally signed for a private residence but gave us the final payment in the form of a company check, which is very worrying. Consumer Response /* (3000, 7, 2022/09/28) */ (The consumer indicated he/she DID**OT accept the response from the business.) The purpose of this dispute is not to defame a company but to protect the consumer. When dealing with business transactions, it is imperative that the company is very clear with the manner in which they handle funds and ensure that the customer - not the company - feels secure with the manner in which they proceed to handle such funds. In response to the price quote difference, I did reach back out "Gators Blinds" because we already discussed a quote once before and I was now ready to proceed with the installation of plantation shutters. I contacted the office to learn more about the installation process which includes inquiring about a price quote. When they stated it had changed due to price increases, I stated it was no problem as I understood it rose over time. Then, when I asked about method of payment, I was told I could pay by credit card (which would have a 3% processing fee) or by check (which had no discount attached). Alternatively, they said, I could pay by cash which would create a 5% total discount. Considering that I had 21 custom plantation shutters to order and pay for ($5,000 worth), I selected the best option for me as a consumer and agreed to proceed with the cash option. I did not, as GB would suggest, bring up the subject of cash first. It was only after the payment methods were presented that I chose the best offer for me. It was appropriate and acceptable for me to inquire about my different payment options as a prospective buyer. To my understanding, cash also included personal checks or cashier's checks because both are typical and acceptable forms of payment in business. Thus, when the salesperson ("SP") came to my house for the quote and asked for payment, I was prepared to give a personal check. The SP stated that checks were an invalid form to receive a discount. Again, I was neither informed by their office nor prepared in my house to produce that kind of cash for our first interaction because it is not typical to do business dealings in such large forms of cash. When I offered to quickly go to my nearby Bank, SP stated she could not wait as she had "other appointments" to attend to but that I "could go to the showroom tomorrow and pay in person" which was more than an hour drive away. I was put in an unimaginably uncomfortable and pressured position because I had work tomorrow and could not drive such as distance only to produce payment and really wanted to move forward with installing the shutters. So, I frantically searched for and was thankfully able to produce the cash required to proceed with ordering the shutters that day. The comment that I "haggled the price" or would have "gladly taken my cash elsewhere" is not only ghastly misleading, but inappropriate for a business dealing in contracts and sale of goods. I personally do not frequently engage in business over cash and make large purchases with cash as it is just not safe, increases liability, and is untraceable if lost or stolen. Here, the company was very clear that "cash" benefits them as they can then process the order as the "funds are immediately available." When I later contacted their office inquiring about the discrepancy between check for cash versus hard bills for cash, they were very reluctant to accept the "check" methods as they had had dealings with "bounced checks before" and stated they had no problem taking people to court if they "failed to pay." Considering that on the first day they also marked and checked every one of my bills on my kitchen counter rather than in their office, company car, or a separate location outside of a client's house, it goes to show that the company is not afraid to display an outward distrust towards consumers for not paying real cash. They instead prefer to protect their interests, rather than the client's, in thousand-dollar transactions. That is why I felt uncomfortable. Second, on the actual installation day, the second half of payment was due ($5,000) and because of the last exchange, I felt more secure handing over the cash funds in form of cashier's check rather than bills. When I offered the cashier's check to the SP, she stated that if I gave the check, I would no longer have the full 5% discount and that unless I paid first, the crew present would not begin installation. I had to give the check as I didn't have the cash present but was then later monetarily penalized because I did not give the type of cash they wanted. In fact, instead of keeping the discount applied to the first transaction-since I did honor it by paying in hard cash that day-they removed the total discount and charged me for the full 5% (500.00) at the end. I took the loss because it became too confrontational between having the installers leave or pay and forfeit the deducted price owed. Regarding the other statements: The incorrect labeling of an employee being a "salesperson" or an "installer" in my house bears no relevance; they are still a company representative. That insignificant detail does not invalidate the facts of the events on those days. The claim that a "male voice" was heard "during a phone call" bears no weight either, as I am the consumer and the business transaction is between the company and myself. The remaining claim that the check's address "does not match" my address is true because a cashier's check will display the Bank's address, not the client's. Overall, I hope that this experience brings awareness to the company that it does have the opportunity to improve as, at the end of the day, I love my plantation shutters as they came out beautifully. My intent in filing this complaint is to make the company aware that it failed to handle a business dealing regarding cash with the sensitivity, professionalism and the full disclosure required for a legitimate business that I expected to engage with. Without any subsequent measures taken to change their methods, I would have to state I could not recommend their services and caution prospective consumers as I would hope this experience is not repeated in the future. Business Response /* (4000, 14, 2022/10/17) */ Gator Blinds LLC treated Ms.** with all due respect, and we felt the customer service was excellent. Our SP took the time to measure and explain the product. The office was also attentive and had no complaints from Ms.**. The friendly communication between Ms.**. and Gator Blinds LLC can be seen in the text messages. Ms.** wrote: "To my understanding, cash also included personal checks or cashier's checks because both are typical and acceptable forms of payment in business. Thus, when the salesperson ("SP") came to my house for the quote and asked for payment, I was prepared to give a personal check. The SP stated that checks were an invalid form to receive a discount." The Estimate to Ms.**. clearly states that we offer a 5% cash payment discount (no checks, no debit, no credit card) !!! It is also clear from the signed contract that we only accept cash payments because of the cash discount. See below - check, and credit card payments are crossed out, and the amount entered on the cash payment line. Consumer Response /* (4200, 16, 2022/10/20) */ (The consumer indicated he/she DID**OT accept the response from the business.) Everything that I have stated has been honest and true and I only wish to conclude this dispute by adding clarity to the circumstances. Firstly, I did not feel safe giving $5,000.000 cash from my home to an employee of a company on the spot. I told the representative I was not aware that I would have to present that much in hard cash but could quickly run to the nearest bank. When I mentioned the bank, she instantly responded with, "I can't wait, I have other appointments to get to." My daughter was in the kitchen with me when this happened and she asked the saleswoman what the alternative was if we did not present the cash, and she responded, "You could drop it off in our showroom." The showroom is located thirty minutes away from home and I had already taken off work that day. I was put in the impossible position that: if I wanted the discount, I had to pay $5,000.000 owed right there, otherwise, take time off work to drive thirty minutes to their office and thirty minutes back, or pay with a check but get penalized with the 3% charge. That is a relevant, large inconvenient for me as a customer and the point is that it was not explained properly prior to making that first appointment. I selected this business because the discount stood out to me as fair as I had 21 windows to order shutters for and wanted to shop around for the best price. Had I known that this was only accessible by producing hard cash in the thousands, I would have kindly taken my business elsewhere because it's not safe for anybody. Once that employee left my house, there was no secured paper trail of proof that I had given her $5,000.00 in cash and it could have gotten lost, stolen, or the improperly counted once it reached the office. Given that these are very real possibilities, a money order should have been an acceptable, alternative form of cash payment, which brings me to my second point. The company fails to address the fact that they still charged me the 5% even though I followed through with cash payment the first time and offered to pay cash the second time via money order. The company refused to accept my money order the second time and thereby removed the 5% discount to the total balance because--since they refused the money order--I had to pay them in check to complete the balance. This is an obstructive abuse of power from the business's end and as a consumer, I was not given an equal opportunity to partake in the discount when I abided by common knowledge business practices of offering legitimate forms of payment that a small business denied and refused to accept without clear, and upfront reasoning. Finally, this company has failed to engage in general practices of professionalism and customer service accepted from a reputable business. As apparent from the initial misunderstanding of payment to the abhorrent behavior of checking thousands of bills in my home, the actions of some of the customer service representatives and respondents have been unprofessional and out-of-line. After an official complaint was submitted to the BBB, the saleswomen who first entered my house directly texted my personal cell phone after business hours and sent a statement defending her position and actions as a salesrep for the company (see attachments). I kindly asked her to please refrain from texting me directly about a complaint against the business itself as I explained it was not a personal attack and that if the company had any concerns, we could have a call on Monday during normal business hours. This was out of line because whether she was directed by her boss to text me or she did so on her own, my complaint was not with her, but with the business and its business practices of how the handle cash-only discounts before proceeding with shutter installation. A money order should reasonably count as cash when it comes to exchanging thousands of dollars for a business transaction; bills in such large sums should not be checked on customer's kitchen counters because it suggests fraud and immoral character; and what exactly constitutes as "cash" for the purposes of thousands of dollars in discount should be easily and readily disclosed prior to engaging in any formal business with a customer. Additionally, if a customer pays the first half in cash for the promised discount, please honor it when they offer to pay the second half in money-order, which is cash.

*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. ↩