The Consumer Complaints Blog

I am writing to you with the hopes obtaining assistance with a flooring issue. As a local blog I feel that it’s important that potential customers are aware of the complete lack of service of a local retailer. Last December I researched new flooring for my condo. As a single parent value and durability were key. I went to several stores and was advised pretty much the same thing, that I would have to go with laminate in my condo in order to avoid the discolouration caused by the intense sunlight from the floor to ceiling windows. I was told that discolouration would not happen with laminate. I opted to purchase what was sold me as “high end laminate with a 30 year warranty” by a local flooring retailer. A 13.3mm thick product made by Canadian Standard, Colour Name: Bolivian Rosewood. I was told it would last for years – within four months I noticed that it was turning white! A few boards at first but now every room is affected. The stunning dark colour is faded, patchy and looks like it is covered in white dust (picture attached) – it’s not even one year old! I notified the store in April and have been fighting a losing battle ever since.

I have called the store repeatedly, then told to call the importer who wouldn’t return my calls for months. When I finally did manage to have the importer over to my condo to have a look (June 2011) and see for himself nothing happened. I have left messages, gone into the store, sent emails, sent more pictures – nothing is happening. My last conversation with the store manager, Victor, ended with him telling me that they “just sell it (the laminate)”…”it’s up to the importer now…we are just being nice to you by talking to you”! Unbelievable!

My contacts are:

Victor – Manager
Ideal Flooring Centre
Kitchens and Baths
505 Ellesmere Ave
Scarborough, ON
M1R 4E5

Importer:
Ricky and Eric Chiu
5230 ¼ Finch Ave East
Suite A, Scarborough, ON
M1S 4Z9

I am so very frustrated I don’t know what else to do. My floors are a mess and I am being ignored.

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.

Thank you for the opportunity to express my extreme frustration on a public forum.

Yesterday I purchased $10.01 from a local Esso station by swiping my credit card at the pump. This morning when I checked my credit card balance on line it showed a discrepancy between the balance and credit available. When I called my credit card company they informed me that Esso had pre-authorized $100 for my $10.01 transaction. They further informed me that they could not release the $89.99 remaining authorization without speaking to Esso directly. I called Esso Customer Service and was advised that they do not hold the funds, but rather my bank does. I called the credit card company back and spoke to a Supervisor (Tony) who said they it would violate Capital One’s Merchant Agreement if they released the remaining authorization without hearing from Esso directly. I then called Esso back and spoke with another Customer Service representative (Suzanne) who informed me that Esso has no way to track what my actual charge was an no way to authenticate release of the remaining authorized funds.

I have worked in the hotel industry for 30 years and, like Esso, we pre-authorize credit cards on check in. However, unlike Esso, there is a method to call and cancel the pre-authorization after check-out in order to release those funds back to the customer. That is the nexus of my complaint; if they are going to pre-authorize for $100 (without telling the consumer, mind you…and by the way who puts $100 in their gas tank these days???), then they should be obligated to have some way to release the funds once the actual payment amount is processed.

I am extremely frustrated as tomorrow is a the start of a long weekend, and I have been told that the pre-authorized funds won’t be released for 4-5 business days, which means that my $10.01 purchase on Wednesday November 9th will tie up $100 of my available funds until next Wednesday the 16th or Thursday the 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.

My Samsung Focus phone was experiencing random resets. I sent it for repair, they said it was fixed. Two weeks later, it won’t turn on at all. I send it away and it comes back to me and they say there’s nothing wrong with it, it worked fine. However, upon inspection at the Rogers store when I was getting it back I realized it was damaged. A backplate was improperly put back on and the SD slot was bent. I left it at the store.

I contacted Samsung to see how my warranty works and I’m told that upon needing a third repair I get a new phone.
I call Samsung before going into the store to set my return up and they tell me that that’s not how the warranty works and it needs to be sent to them for inspection, I tell them I want what I was told the night before and they say I need to talk to Executive Customer Service.
I call Executive Customer Service when they open later in the day and I’m told that I actually need to send the phone back to the repair facility and that is where it gets inspected, I say I was told new phone on third repair and my phone needs a third repair from the damage it sustained during the second repair.

I go through a million phone calls and finally end up getting the e-mail for the office of the president of Samsung Canada.

I’m called a day after e-mailing them saying I’ll get a new phone.
I call back saying what’s going on after no one contacts me and I’m told I’ll be called in 2 days and that I’d get a different model they have no Samsung Focuses in stock.

No one calls.
I call back and I’m told they’re waiting for Samsung Focuses, I say I was told I”m not supposed to wait for a Focus I was told I would get a different model, they say they’ll call back.

No one calls.
I call back and someone says they’re going to take care of everything.

I get a phone from Purolator 2 days later.
It’s a refurbished Samsung Focus. I turn it on and an error message appears displaying that the memory is broken and it doesn’t work, the phone only has two options, emergency call and turn off.

I call and say what the what, I was told new phone, not a Samsung Focus and this refurbished phone I was sent doesn’t work.

I’m apologized to and they say can I take pictures to help them out but it’s not necessary and they’ll take it back regardless. I take the pictures and they tell me that it’s not a defect, despite being told I’d get a new phone that that is the phone I have received and that the case is considered completed and done.

I say that it’s broken and I need it sent back and I was told a new phone.

They say it’s not a defect and they’ll take it to inspect it but the case is completed and done.

I say again it’s broken and I was told a new phone.

They say they’ll contact me.

They don’t contact me.

I say it’s broken and I was told a new phone.

They say they’ll inspect it but that’s the phone I get, no new phone.

I’ve asked for a waybill for 3 weeks to get this phone sent back and they just say they’re willing to inspect it, but no waybill is sent to return the phone.

This whole process has taken 3 MONTHS, just to get them to tell me they won’t honor their promise of a new phone, and that they will take the broken phone they gave me in for inspection, but they never issue a return waybill or authorization for me to do so.

Samsung sucks, everyone I’ve talked to has contradicted the person before them. I’ve been lied to, the process has been horrible, with long waits, long phone calls, and so so many contradictions. I’m frustrated and it feels like no one there cares that everyone in their customer service departments contradict each other.

Total Time in Store – 15h
Total Time on Phone – 8h25m
Total Time Faxing & E-mailing – 5h35m
Total Time due to Samsung Phone – 29h

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 will never return to Launch. I went to practice this morning. I’m an early rise and like to take advantage of the senior’s rate of $14.50/hour. I usually hit for 1.5 hours and this morning was no exception; I hit for 1 hour and 26 minutes. I calculated that I would be paying approximately $21.75 + tax. Instead I was presented with a bill for $27.89. When I questioned it I was informed that only 1 hour was billed at $14.50 and that the 26 minutes was billed at a rate of $0.40/minute which is a rate of $24.00/hour, a far cry from the $14.50/hour that I should be paying. I was irate as you can well imagine. There is no published rate of $0.40/minute. Check out the published rates. http://www.launchgolfcentre.com/rates.htm It is illegal to charges rates that are not published and in hindsight I should have called the police and taught these rip-off artists a lesson. The receptionist was clearly inexperienced and ill-equipped to deal with an irate customer. She tried calling the owner but he didn’t pick up. She finally decided that she would only charge me $0.25/minute for the 26 minutes(which would amount to a $3.00 refund) but she was not allowed to refund my debit card (have you ever heard of something so ridiculous?). I asked for the business card of the owner. He doesn’t have a business card. I asked for the email of the owner. Apparently he doesn’t have email either. I will find another practice facility. I wouldn’t return to Launch for free.

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.

In October 2010 my house was sold as a part of divorce proceedings. All Utilities were contacted. On or around November 2011 I learned that the Home Care Plan had been transferred to my Rental property. Direct Energy was phoned and they were adamant that a cancellation fee of about $350.00 must be paid to do this. I paid the account in full with no recourse to split the costs with my ex-husband. As a single mother this took food out of my children’s mouth.

Imagine my surprise when I discovered in February 2011 that they were still billing me $37.28 for protection I paid to cancel! I phoned and explained that everything had been cancelled. Confirmation #15548701 was given. Then on March 22nd, 2011 another bill was received with a small credit of $4.29 for HST and additional charges of $37.84 including HST and a late fee! I called again and Mark ID 66855 confirmed yet again with confirmation #15121708. I just received a collection letter from Enbridge for $83.43. Enbridge confirmed that is was the Direct Energy Home Charges and they had not stopped billing me. Total owing is now $121.96. Enbridge kindly put it on 50 day collection hold prior to commencing further action to give Direct Energy time to contact them.

Just spent over an hour with Direct Energy Agent Carrie ID-66744 who has now referred me to customer care with confirmation number 16668644. And now am waiting a phone call in about 24 hours. They said this was Enbridge’s fault because the account was never closed.

I have no hope now that this will be resolved without additional help. Could you please be of assistance in helping me clear my good name and account?

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.