The Consumer Complaints Blog

In May of 2009 I made the mistake of changing service providers for my Phone, Internet and Bell Express View. When I originally spoke to the representative at Bell, I informed the rep that I wanted to be informed of all charges that Bell intended to charge, as what I was being told, no matter what the bills said, was what I intended to pay.

The first bill I received was not correct, so I called Bell to attempt to resolve, gave them the confirmation Number I had been provided and the agent’s name that I had spoken to. They assured me the billing would work itself out as this was the first month, and extra charges were applied that would be reversed the next month.

For the next 3 months, the billing was still not correct, I spent hours on the phone with Bell representatives, promising that this would be resolved on the next bill. After receiving the August bill, I asked to have the services disconnected, and from the disconnection department, finally spoke to someone that I thought could resolve these billing issues. Month after month the bills were incorrect, and each month that I called, I got the response that they were fixing the issues, just wait until the next month. By this time the amount that I had been overbilled was adding up

I either did not receive a bill in October, or it was misplaced, so it was back to the phone attempting to get a copy of the bill. Each time I was promised the representative would send the bill. I told the reps that I did not intend to pay a bill that I had not received, thinking this might be incentive for them to send a copy…not really. For another 3 months I again spent hours on the phone with Bell Reps trying to get the billing issues resolved to no avail. I eventually felt guilty and paid the amount I had been quoted when I signed up without a bill.

During this time, I recall only one time that Bell refused to provide service, briefly for a day or two on the phone, during the time I was waiting for the missing bill to be provided. This week they have disconnected the service to both my Bell ExpressView and phone services, claiming that unless I pay the full amount of the outstanding balance they will continue to deny access to services, and effect my credit rating in doing so.

I am trying to be patient, and get this resolved, as I realize it is not the fault of the rep that I may be speaking to, but it is all very frustrating, especially when being transferred from department to department for hours on end.

Something most Canadians may not know…..Do you realize the reason for the name change from Bell Canada to Bell World, occurred when all the Bell billing, and technical support were moved to the country of India putting hundreds of Canadians out of work. I have been told the staff are given ‘Canadian’ names, to make it seem like you are still speaking to someone in Canada. Gotta wonder if Bell now provides in India………

Disclaimer
This article was submitted by one of our readers. Penciltrick cannot make any claims as to its authenticity but the article was accepted on a good faith belief that it is an accurate and truthful account of the events listed.

Our 16-month old Frigidaire stove’s oven stopped working last week. I called B&K Appliance Service (Barrie, Ontario) on Thursday, August 12, 2010 and spoke to Patrick L. York who assured me that he would send a repair technician to our residence to repair the oven’s control unit. Mr. York promised that the repair technician would attend our residence on either Thursday, August 12th, Friday, August 13th, or Monday, August 16th.

At approximately 10:30 AM on Monday, August 16th I telephoned B&K’s main number and was greeted by a voice mail prompt informing me to call their pager, so I called their ‘pager’ number listed in the Yellow Pages (705) 721-2001 and entered my telephone number after the ‘beep’ as instructed.

At approximately 10:45 AM on Monday, August 16th Mr. York returned my page from his cellular telephone (705) 828-2287 and I advised him that his technician neither telephoned us nor attended our residence to repair our stove as promised. Instead of apologising, Mr. York exclaimed: ‘Well I don’t know why he didn’t show up – he was supposed to! Do you still want us to repair the stove?’ to which I replied: ‘Well, I’m calling you aren’t I’ (at which point Mr. York rudely hung up on me).

Better Business Bureau members (and the public at large) are advised not to use the services of B&K Appliance Service who are rude and ignorant of customers’ basic customer service needs.

NOTE: After being hung up on by Mr. York, I telephoned Parkway Home Appliance Service (705) 322-1765 and ‘Donna’ was more than helpful – arranging for a repair technician to attend our residence on Tuesday, August 17th.

Disclaimer
This article was submitted by one of our readers. Penciltrick cannot make any claims as to its authenticity but the article was accepted on a good faith belief that it is an accurate and truthful account of the events listed.

I planned to do my deck using the “Evergrain” line of products from a company called “TAMKO”. I have been extremely frustrated with their product delivery and customer service to date.

I placed my order with their registered retailer on 07/09/2010. When placing the order, the representative from the retailer contacted their distributor about when the order will be delivered. I was told, and the retailer was told that the materials will arrive by 07/15/2010. Just to let you all know that the base of the deck is already done with the Evergrain product, and it is the deck krailings that was ordered.

07/15/2010 passed and the order did not arrive. I called the retailer and they said that the orders will arrive on 07/28/2010.

07/28/2010 passed and I was told that the orders will arrive on 08/12/2010. This is now planned to be delivered more than a month after the order is placed. I had my contractor lined up several times to put the railings on the deck, who by the way did the base of the deck as well. Now, I can’t tell my contractor a date when he can come and do the railings.

I then contacted the distributor that deals with the retailer. Guess what, the distributor tells me that they don;t have a definite date when they can deliver the products. After probing further, they said they will try to deliver them 09/02/2010 – which is now about 8 weeks after the order the placed. Even so, they are not sure about the 09/02 date as well. After further probing, I learned that it was TAMKO that is delaying the orders.

I called TAMKO, and I received the most rude customer service from TAMKO. All they said that they don;t want to hear anything and I should speak to the distributor only. I said I would like to lodge a complaint with your distributor and they said “I need to speak to the distributor”. They did not want to listen to my problems, at all.

My advise to anyone that plans to use the “EverGrain” products for their decking materials, do not use their product. If you decide to use their product, you will never get ypur deck done on time. I spent the entire summer getting my deck done, and it is still not done. They don’t take any accountability as to delivering products on time or near the time. I amnot sure what their manufacturing process is – but it is insane if someone have to wait this long to get their products. They also have a “Contact Us” in their web site – if you fill out their form – good luck !!! You will never hear from them – it is a total waste of time. I contacted the distributor and the distributor said they ordered the material on the same day my order was placed with the retailer. But the manufacturer does not want to commit a date on the delivery. By the way, these products are made from re-engineered woods – so there is really no dependency on the natural wood either. The whole process seem to be broken and they do not want to correct it – nor listen to their end users who are actually users of their product.

In short – AVOID using evergrain products for your decking materials. USe other reliable manufacturers that will stand by you !!! There are many brands of similar products available in the market.

Disclaimer
This article was submitted by one of our readers. Penciltrick cannot make any claims as to its authenticity but the article was accepted on a good faith belief that it is an accurate and truthful account of the events listed.

The girl that did my first set of exams seemed like someone that had been pulled off the street; she was nice, but not very professional and seemed like she wanted to just get me in and out of there asap. After that first set of exams had been completed, she told me to have a seat in the waiting area so she could “finish filling out my chart.” I had no idea what that meant, but whatever. So I sat down. Texted a friend at 3:28. Then waited. And waited. And waited.

Finally, someone came and called me in for another set of exams. I asked her what time she thought I would be done by, as I only had a 2 hour time limit on my parking. She told me that I should go and plug the meter again, I would still be another 30-45 minutes. I check the time.

4:12!!!! They made me wait over 40 minutes before I was called in. Had someone let me know that I’d be waiting that long, I would have plugged my meter while I was waiting. This office is on the 20th floor of this building! Not impressed.

I got back and asked if there was always this long of a wait in between exams. She says no. ” Today, one of the girls had to go home early because her mother was sick.” Fair enough. But there was no apology. I was very irritated.

Then I went to see one last girl to talk about pricing. She gave me her schpeel. Then asked if I wanted to book my appointment. I said that I had to think about it, as I was not impressed by the service I had received. She apologized for the situation, and told me that if I do decide to go ahead with the surgery, the price she had quoted me was guaranteed for 6 weeks. That did not sound right to me and I grilled her with questions. She proceeded to explain to me that prices always change due to advances in technology, equipment, etc. Prices just went up last week, she says, and also last March. I told her that it did not make sense to me. She excused herself and returned with another woman.

“Hi Vanessa, I understand that you have concerns about the cost?”

I told her that I didn’t understand why the price would go up after 6 weeks. Before I could finish what I was saying, she interrupted me and said “No, that is not what she said.”

NOW i’m angry. You weren’t even there, do not tell me what was and was not said.

Basically, she told me that what the girl was trying to say was that the price I was given was MY price. That is what is written in my chart, so it is my price. I can call and book in December if I wanted to, and it would still be the same price. Ok, my bad. I apparently need laser ear surgery, too? Whatever.

Then I say that I was told prices change because of technology and equipment. Apparently, I got that wrong, too. Cost is based on prescription, she says, not technology and equipment. Gee, I wonder where I got that from?

Then she goes on to to tell me that she had heard about my long wait. She apologized, but said that I, as a hygienist, should know how it is: some patients just have a milllllion questions and you don’t want to rush them out. And that was exactly what had happened today: the 2 patients before me just had a ton of questions. Yes, I say, I know it happens, but I also almost always let my patients know when I am running behind to let them know that I haven’t forgotten about them, WITH an apology.

“Oh! Nobody came to you? Well, I will have to talk to the girl up front for you.”

Sure you will.

These people clearly have no idea what they are doing or what they are talking about. They can’t even keep their stories straight about what goes on in that office or what to tell people when they’re pissed. The truth is usually the best way to go. But not to them, apparently.

They will NEVER receive my business.

Disclaimer
This article was submitted by one of our readers. Penciltrick cannot make any claims as to its authenticity but the article was accepted on a good faith belief that it is an accurate and truthful account of the events listed.

To say that Patrick Byrne is a complex corporate executive would be an understatement.

On one hand, the founder, chairman and CEO of Overstock.com is a well-known vocal proponent of free markets, smaller government and school choice. But at the same time, he’s called for greater SEC oversight, has written a CEO Owner’s Guide to ensure stronger ethics in business leadership, and is adamant about a crackdown on naked short selling of stock, a stance that has provoked the wrath of Wall Street.

Patrick Michael Byrne is chairman and CEO of Overstock.com, Inc., a Utah-based internet retailer that has been publicly traded since 2002. Under Patrick’s leadership the company’s annual revenue has grown from $1.8 million in 1999 to over $800 million in 2009.

Patrick received a bachelor’s degree in philosophy and Asian studies from Dartmouth College, a master’s in philosophy from Cambridge University as a Marshall Scholar,and a doctorate in philosophy from Stanford University. He has taught at the university level and frequently guest-lectures on business, the Internet, leadership and ethics.

Before founding Overstock.com, Patrick served as chairman, president and CEO of Centricut, LLC, a manufacturer of industrial torch consumables, then held the same three positions at Fechheimer Brothers, Inc., a Berkshire Hathaway company that manufactures police, firefighter and military uniforms.

In 2001, Patrick began Worldstock.com, Overstock.com’s socially responsible store for products handcrafted by artisans from developing nations and rural areas of the USA. To date, more than $50 million has been returned to Worldstock’s artisan suppliers.

A self-described “classical liberal,” Patrick believes that our nation’s future depends primarily on a sound educational system and a healthy capital market. Towards those ends, Patrick serves as chairman of the Milton & Rose Friedman Foundation for Educational Choice, supporting legislative reform to bring educational choice to parents. Patrick has also founded 19 schools internationally that currently educate more than 6,000 combined students.

In 2005, Patrick began a vigorous campaign against corruption in our capital markets through securities manipulation. His stance on naked short selling – an illegal form of market manipulation  experts believe has damaged thousands of promising public companies -quickly caught the attention of Wall Street analysts and reporters and remains a point of high controversy today, as the country recovers from the worst financial disaster since the Great Depression. “Our capital markets mean your savings,” Byrne says about his campaign. “Rogue hedge funds are killing businesses for profit. That doesn’t mean I’m against capitalism. It just means there needs to be more controls in place.”
Byrne says he is consistent in his thinking. He cites his belief in economic freedom, that he wants people to stop exploiting the system’s loopholes for personal gain and rallies around a common cry that education is at the root of empowering today’s employees as well as our youth.

Patrick also holds many interests outside of e-commerce. He holds a black belt in tae kwon do and at one time even pursued a career in boxing. Being a cancer survivor, it was important for Patrick to prove that nothing can stand in his way. Hoping to raise awareness and funds for cancer research at the Dana Farber Cancer Institute, Patrick has cycled across the country four times. In 2000, while on his last ride, he raised record-breaking funds for the institute from across the nation.

This type of outspokenness has made Byrne a polarizing figure over the past few years and has drawn quite a few critics — as well as champions.
All that has done is crystallize Byrne’s resolve. It hasn’t distracted him from his passions, including his belief that fighting poverty and educating young people must be priorities. Byrne has personally founded 19 schools internationally, and in 2001, he founded Worldstock.com, an Overstock.com micro site that sells handcrafted products from artisans in developing nations and from underprivileged artisans in the United States. Overstock keeps a low profit margin on these items and ensures that the artisans receive, on average, 60 percent of the total revenue.

With all of this, there’s one thing just about everybody can agree on about Byrne — he’s extremely passionate. But he has also shown a knack for growing a business that’s hard to dispute. In just over 10 years, Byrne has taken Overstock.com from a $1.8 million start-up and transformed it into a public company that generates more than $800 million in annual revenue and receives top-notch customer service rankings.

Byrne has said the key to his ethical values is the “Hindu term ‘Dharma,’ that is usually translated to ‘duty,’ but it means ‘the way you’re wired.’ I don’t think of myself as some super-ethical guy; it’s just the way I’m wired. But when you see certain things that are bad, you’re supposed to stop them, and when you see some chance to do some good in the world, you do that.

It’s a lot easier if you start off ethically, and it comes from having the right heroes. If you have the right heroes as a kid, you end up modeling yourself after them. Then it becomes easy. It’s not what courses you take in college.”

Byrne has been a vocal supporter of small businesses, believing that their success is directly related with the recovery of the American economy. His “Main Street Revolution Initiative” is an effort intended to increase the visibility of small, local businesses by giving them an avenue for exposure to national markets.
?“The point of this program is to sell products we’ve sourced from entrepreneurs around the country,” Byrne said. “By joining our network, small-business owners can reduce their supply chain costs and expand the awareness of their products among a much bigger audience.”

Overstock.com is working with local chambers of commerce to find small-business owners to participate in the program. In addition to helping “homegrown” businesses reach a national audience, the program helps consumers support small businesses they otherwise might never have heard of.

Overstock.com hopes the Main Street Revolution initiative will be as successful as the Worldstock program, which it launched in 2001. As of April, the Worldstock program-which gives global artisans from places like Bali, Columbia, Ghana, Nepal and Thailand the chance to sell their products on Overstock.com-had surpassed $50 million in total payments. It’s also a top tab on the Overstock.com home page.

Even after all the hard-work he’s put in to building the Overstock.com, surviving testicular cancer and campaigning against harmful financial practices like naked short selling, Patrick Byrne still has to hold his own against harsh critics and lobbyists.

He regularly defends his progressive views on television and online with the hopes of making a difference on millions of lives. Whether as a panelist on Fox News, or debating financial regulations on CNBC, Byrne is considered a credible source on the economy and was noted as one of the few people to have forecasted an oncoming crisis. Byrne saw fault in the global banking industries use of credit and sub-prime mortgages and warned online and on screen about the possible dangers that would eventually come to hit the worlds economy. Although, as the recovery continues and Americans try to climb their way out of debt and fiscal trouble, Byrne has yet to be given the full credit he deserves.

Yet, Patrick carries on because he knows that his work and its value to the people he helps and serves is what is most important. Overstock.com continues to excel in providing excellent customer service satisfaction by offering quality goods at a low price. Byrne may never be recognized for the work he has done, but as long as he helped a struggling student or middle class families carry on one more day, then he can feel proud about his many accomplishments.