Don't make our mistake
Complaint
Polly Globe
Country: United States
We attended their presentation and after some calculation decided to pay for the membership which was $4990. We wanted to update our kitchen and bathroom cabinets, as well as bedroom furniture. We put down about $1000, and the rest was financed through their lender Beta Finance.
A month later we started planning our purchases and realized we were about to pay more by buying through them than we would otherwise. What the don't tell you on their presentation is that while you save about 10% on furniture they add 8 % handling charge in addition to 7% tax, and that doesn't include shipping.
I am now trying to get our membership money back. Do not become a member! Buy from other stores.
A month later we started planning our purchases and realized we were about to pay more by buying through them than we would otherwise. What the don't tell you on their presentation is that while you save about 10% on furniture they add 8 % handling charge in addition to 7% tax, and that doesn't include shipping.
I am now trying to get our membership money back. Do not become a member! Buy from other stores.
Comments
I just wanted to catch up with you and see how things are going & if you have heard anything new.
There is a new person, on p. 1 named Rita,who is very serious about getting her $ back and she read almost every letter to find my info.
She lives in South Carolina and I am sure that she would appreciate your words of encouragement, as well.
She has already sent db a reg'd letter, so that is amazing progress in a short time... write soon
I just found something else that you should see
REALLY, EVERYONE SHOULD SEE IT, but since you are in Ontario, you might have more interest in it.
If you type in "directbuycomplaintwire" (without any spaces)
you get diff't headlines, you will want to check out
THE PRICE CUT PROMISE-CBC NEWS MARKETPLACE
You can view the video made in Toronto about a so-called "hidden investigation" that is so fixed it will make you sick
They call it an investigation and even go to a University for advice
& this so-called professional blabs on about the COMPETITION BUREAU
"who, of course, will not get involved...yea and...so what about the people who got scammed...well, what a shock...they do not say one single word to advise the people who got scammed all throughout Canada
That's where I come in and I am the only person on earth who has ever heard of "the consumer protection act" and I'm not the reporter & they get paid for that?
Really disgusting!!!!!!!!!!!
THEN you get to read the really sick comments from the public (below the video) defending DB.............I call them the "DB CULT"
The comments even go so far as to criticize the investigation by saying that the reporters "did not defend ALL THE HAPPY CUSTOMERS...."
SAD BUT TRUE!!!!!!!!!!!!!1
Thanks for leading the fight against DirectBuy and your dedication to help others get their $$ back. I know it's difficult working "in the trenches" but I do believe that justice will prevail.
I found this information on Brad's Blog (which has hundreds of DB complaints on it). http://www.bradsblog.net/beware-directbuy.htm/
"If you were scammed by DirectBuy, like my friends, you should contact the law firm Craig T. Matthews & Associates at cmatthews@ctmlaw.com or 937.434.9393. That law firm has sued DirectBuy before in both Ohio and Indiana (where DirectBuy’s are located), and it’s conducting an investigation about DirectBuy’s misleading promises. If you want your membership fee refunded, you should contact Craig Matthews to pursue a class action case against DirectBuy. No matter what state you’re from, his firm should be able to help you. Be warned!!"
I emailed this law firm and there are two cases filed and combined into a third federal case. I hope someone will win one of these cases soon, however, I am also certain that DB will appeal and the case will probably go on for years.
Rita-
You're doing the right thing! Don't give up! Keep the pressure on and continue following-up. Remember that the "squeaky wheel gets the grease" and DirectBuy would rather give you your money back than face the problems they'll have if you go public. Trudy has been an amazing support in helping people recoup their memberships. Keep us posted....
My two registered letters arrived on the 18th Jun @ 10:04am. Brian called left voicemail on the my home phone. I returned his called, but it was very short. By this time I had read everything you had posted. He tried to sway the conversation in the direction of finances, however I cut him off and told him two registered letter were on their way. He stated he had them in his hand at that time. I replied good, now you know I want nothing to do with your organization, I want the contract rescinded. At that point he said he would have his boss or his boss's boss contact me. I asked for their names to which he supplied me both names and then I ended the call. I am now in the processing of putting my third letter together using everything you have stated above especially the part about "contacting me in writing". That is something I omitted in the other two. Trust me, I will follow the no phone calls you've stated above as well. Friday I had submitted an email to consumers@ontario.ca, which I believe is the 1-800 # you supplied above. I will be ordering those forms you mentioned first thing Monday morning. Because of you, I have the hope of getting my money back. I'm prepared to go as far as small claims court if I have too.
Yes, I saw the MarketPlace report and was sick to my stomach over the whole thing. I'm not giving up... with you guiding me, I'm going all the way.... :) Thanks so much... I'll keep you posted.
You have got to be incredibly proud of yourself and I am so glad that you are doing an excellent job, since I have said so many times that I do not want to be the only person who got their money back.
DB loves the telephone as you have experienced, because talking is how they conned you in the first place, they are experts in intimidating people and making them feel stupid and insecure.
You must always have proof in writing, instead of their usual verbal lies.
By phone, they can make you doubt your decision and back down, but you are smarter than that.
I suggest following up by FAX, even the C.P.A. Branch allows it, and it's a great method because it is fast and you have immediate proof of dates and times, and it saves you $$.
Make sure that your follow-up includes the dates and times that someone has called you and you can remind them that if they have time to phone you, then they definitely have time to respond in writing.
The Branch will actually help you take them to small claims court for free, as long as you follow all of their directions set out in their site.
They will assign a case # to you after you send back the forms that they send you, but you might possibly be able to print copies from their site (not sure). From the way you are acting so quickly, I can almost guarantee that you will have your $ back before they even assign anyone to your case.
When you get your $ back, I hope that you will join us to help warn others and to help them get their money back, too.
Fill us in soon.
Before you send anything, I suggest calling the agency that I list below
BPCPA Business Practices Consumer Protection Authority
They have a complaint form that you can print to help you focus on what to include
Since you have waited over a year to make a complaint, you will have to do some research and present a good reason why you would like to cancel.
I think that your best strategy would be to wait until you can find proof in writing of some cheaper prices at some retail stores. Then use the deceptive practice area of the Consumer Protection Act.......let me know what you think
The other thing that you should ask the BPCPA is about the fact that you have been pressured to sign a contract listing you as a common-law couple and you do not live with your boyfriend and have never had the same address as him.
Explain that you felt pressured to sign because you would never be invited back to another seminar if you did not sign that day.
Also, mention that you have not saved any money because you only ordered one thing. Fill us in soon
They got the scam part right, when they try to con you into making a complaint about DB
There is a box in the top right corner where you can type in
"Directbuy" then click on "Search" beside it
They list 52 headings that say DB Complaints
& DB Defences
throughout THERE ARE ONLY 2 PAGES (every heading goes into 1 of the 2 pages, repeatedly)
It should be no shock that it is full of THE SAME DISGUSTING LETTERS THAT WERE WRITTEN MONTHS AGO............PHONEY PHONEY & EXTRA PHONEY............
AT THE END OF EVERY PAGE, IT TELLS YOU ABOUT THEIR PHONEY
"SATISFACTION PROGRAM"
& INVITES YOU TO GET YOUR FREE PASS TO DB & give them your e-mail address
CHECK OUT THE SICKENING "COMPLAINTS" FOR YOURSELF
To Dawn & Chantal continue being diligent in your pursuits. I believe we will all win in the end. I know that it seems like a lot right now, but don't lose hope.
I also agree that INFOMERCIALSCAMS.COM is a DB's way to get some damage control. They purchased the site & now eliminate anything that's negative. It is sickening how they can continue to do "business as usual" and rip more people off. Oh well, that just means they'll have more people against them when they go to court!
I am wondering if you have contacted anyone with Consumer Protection and if you received any interesting responses to share with us?
While you are waiting, I suggest getting a fax ready and only send it to the location where you joined, and try to find out if your location is franchised before sending another follow-up to the head office. If franchised, the head ofc. not care what the franchiser does, as long as they get their money...
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As for the BBB, unfortunately you found out the hard way that they are a waste of time, too. It's about $$$ too, and each business who registers with them, pays a yearly fee. It's a negotiator between you and the business you are complaining about, and the BBB sides in favour of the business and lets the business decide how they would like to remedy the complaint youb make. The details of the complaint never reach the public and they only release whether or not the remedy offered, was accepted by the customer. They also tell you if the compliant was resolved or not.
===========================================================================As for your follow-up:
Find out from post ofc. when reg'd received, (the 11th maybe?) and count 15 bus. days for the date to send fax.
Tell them that you are "sending this follow-up fax.... to remind them that you have not yet heard from them .....in response to your reg'd letter sent to them on June 8, 2009..."
You are repeating your request for the contract to be rescinded and would like your money to be refunded in full...
You should mention some of the reasons why, such as the fact that you have shown them proof of cheaper prices and that this is a breach of the contract, since they had promised you the lowest prices...
"Please respond in writing, only..." within 10 bus. days of receipt of this fax...
Good Luck, fill us in soon
That is when I contacted a computer person about the information I had read on consummerreviews and he explained to me that those comments were probably written by people being paid by directbuy. I had no idea. He sent me to consummerreports which was where I started finding the truth. I have received both signed cards from the post office that my registered letters were received by DirectBuy here and also by corporate headquarters in Indiana. I am currently working on the fax that will soon be sent. I have not received any word from either the store here or from corporate. It has been 10 days since they received my letters. Any further suggestions from you or Roger to go in the fax will be greatly appreciated. I have been asking if anyone other than you have ever received their money, but no answers ????
Thanks for your encouragement Roger!
I wrote and faxed my third and final letter to DB on Monday (22 Jun 09). I included everything you stated and I also used the sample letter from the Ministry of Small Business and Consumer Services as a guideline. I then downloaded the pdf file and faxed my formal complaint along with 3 letters, 1 page of notes referencing the phone conversation, along with the contract and receipt of payment in full. It totaled 14 pages. I've also put a binder together with all my notes, so I'm ready to rumble....hahahaha (never thought I'd be able to make a joke about this, but you two have made it possible to smile and stay focused)
At this point I'm waiting for two things to happen:
1. be assigned a caseworker via Consumer Service
and
2. whether the owner of the Ottawa DB will contract me to settle this amicably.
Anything else I should do in the mean time???? Any idea how long I'll be waiting for either? I'm also wondering whether they would disregard the fax and try and say they never received it, even though I have the confirmation that it went through. Think I should sent it registered mail as well?
Again I'm open to your wisdom and suggestions.
Make sure that you are counting 15 business days, NOT INCLUDING WEEKENDS
I suggest adding things that you might think of, as obvious to them, but I think that they will take you more seriously if you inc.
Date that you joined - Date that you went back in person,(names of who you spoke to - date reg'd letter sent - date confirmed as received (verify date with the post ofc.)
inc. the fact that you felt great pressure to join because you had told them that you urgently needed new major appliances and they took advantage of your vulnerability, under those circumstances.
They had promised you the lowest price, and the guaranteed prices had not been honoured and you have already shown them detailed proof of lower prices...They should honour your request to rescind based on these reasons
If I think of anything else, I will follow-up soon.
I just responded to you on page 1, before reading this letter, and this new info is helpful & it gave me another idea. I will stick to page 1, so you will see 2 responses in a row, & all future letters from me will be on p. 1.
I just read your letter on p. 15, & I responded by saying that I would stick to p. 1 to respond, so much easier for both of us.
It is extremely essential that you include:
You joined on Friday, May 22nd
You had been promised your password within 2 business days of the that date, which was supposed to be by Tuesday, May 26th.
IF THEY HAD HONOURED THE ABOVE PROMISE WITHIN THE "3 DAY COOLING-OFF PERIOD", YOU WOULD IMMEDIATELY BEEN ABLE TO COMPARE PRICES AND WOULD HAVE HAD THE OPPORTUNITY TO FIND THE CHEAPER PRICES WITHIN THE COOLING-OFF PERIOD & you would have had a fair chance to cancel
By the time that you got your password, it was about 1 week after joining, and it appears that they were hiding the prices from you, until the cooling-off period was over, which was very deceitful.
Thanks for keeping us posted. You are doing a great job following up and keeping your documentation organized. That alone tells government and consumer advocate agencies that you're serious about resolving this issue with DB. An amicable settlement would be the best and most time efficient if you're a working person. Hopefully the franchise owner will know he or she is screwed and just give you your money back. You have stated facts and given DB an ample amount of time to respond to your complaints and request for a refund. The ball is now in their court and ignoring your certified letters and faxes will do nothing more than show their cowardess and inability to handle their business with integrity and civility.
Good Luck and keep up the super work, Dawn!
Please check this page often, I keep thinking of more things to help.
Stress the fact that DB either BREACHED or DID NOT HONOUR the contract (choose whatever words you feel most comfortable with)
because they did not provide the essential info that you needed (the password) to make an informed decision whether or not to cancel within the cooling-off period. That is the most important issue to stick to because
You did not do anything wrong.
Let me know if you receive this on time.