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
Conflicting comments about the closing down of GURNEE, ILLINOIS, DB
In March 2009, the claim is that the STATE shut down the location
BUT other comments say that the Franchisee was Terminated for mishandling the money...and staff has still not been paid.
I googled: Directbuy TOPIX and found several leads to the story, but I could not find the actual article...just mixed comments from people commenting on the site.
DOES ANYONE KNOW ANY UP-TO-DATE INFO ON THE SITUATION?
Unfortunately, I have not been able to ralley enough people to get Jerry Brown's attention. If anyone on this board is from California, please let me know.
Unfortunately, I have not been able to ralley enough people to get Jerry Brown's attention. If anyone on this board is from California, please let me know.
You continue to be a warrior for the cause. Thank you for your encouragement as well. You know the Word says that "iron sharpens iron" and I truly believe that we have something here. You are helping so many people and giving them hope. Most people take their money and run, however, you have a conscience and heart to assist others who have "been in your shoes" Your dedication both inspires and reminds us that there are good people out there. Someday, when this is all over, I can say, "I knew Trudy when she won her first big case!" You are paying it forward & I know you will be blessed. (Watch both of the movies.....they're great) Keep up the stellar work!
As you can see, lots of people here have had similar experiences. You should know that there is an attorney involved in filing a national class action on behalf of members like yourself. Joining would help not only you, but thousands of others like you. If interested, you may want to contact him directly: Craig Matthews. cmatthews@ctmlaw.com or tel 937-434-9393.
Good luck!
Tom
Tom
I sent this as a reply to one of your earlier posts, but I am not sure you saw it since this site does not sort posts by date and searching is difficult. Anyway, here is was:
I was inspired by Erin Brokovich also. Keep in mind she got what she wanted through an attorney bringing a class action. I read that she recently is behind another class action, this one against Alcoa. Trudy, I do hope you, like Erin, will team up with one of these class actions lawyers and offer your amazing assistance. You really could be a big help to an attorney leading a class action. Maybe the next movie about a class action will be starring you!
Tom
Here’s the deal with Direct Buy. The only real savings you will see is on appliances.
I recently bought 7 appliances - all GE profile. Fridge (PGS1PJXSS), wall oven (PCT916SMSS), microwave with trim kit (JEB186SCNSS), Electric cook top (JCP346SMSS), dishwasher (GLD8312PSS), warming drawer (PTD915SMSS)....Total price $7066 taxes included. Retail, these might be around $14000...but you might decrease this to about $9K if you catch the sales or go to a store like TASCO or Appliance Canada. So at least on paper, I got the membership fee back, but I spent days on end going back and forth between direct buy and retail stores. I am a bargain hunter so I didn’t mind this so much, but if you value your time this is costly. In fact, if I were to put a cost to my time, I spent retail.
I purchased JENNAIR appliances and a week later found out that 3 of them were not in stock or discontinued. So even though my kitchen was designed around JENNAIR products I had to sit there and select new products all the while checking to make sure that they fit with the specs for the kitchen. This is another significant problem, although they deal with appliance manufacturers like Kitchen Aid or Jennair, they never have access to the full line of products. So you won’t be able to get a wall oven from Kitchen Aide or a black fridge from Jennair, even though you see it in retail stores.
If you are not buying appliances, don't even bother joining. The best you could hope for is to pay the same money for a slightly better product. In many cases they are not dealing with manufacturers, but distributors; so, on the products you might really want, you will never see the savings. Plus in most cases they slap on an 8% handling fee that brings you right back to retail. This is a business that is not only based on your hard earned $5000.00 but the handling fee. They judge the retailers, but they are a retailer too and a very inefficient one at that.
When I joined, they promised a 63% saving off retail (not a specific brand) on my kitchen. I got 3 quotes prior to Joining ($19K, $19K, $25K). Two were from custom cabinet makers, the other from LOWES. At Direct Buy they carry 3 brands Cabico, Kitchen Kraft, and Kraft Maid. Cabico was equivalent to the cabinets I wanted. After the kitchen was designed the cost came to $15,700 +designer fee of $1350 + a handling fee of $1200 +installation of $2500 = $20750. Because I had already paid for the membership and the designer fee....I decided cut back on the kitchen and take out some components and proceeded with the order $12, 700 +designer fee of $1350 + a handling fee of $1000 +installation of $2500 = $17, 550. For all the trouble, the unavailability of the designer, and the delay in the delivery of the kitchen, I should have just gone with one of the other 2 companies.
After complaining about the cost and delays in delivery time and the unfulfilled promises of Direct Buy, the manager (MARK PRATI) and the customer service manager (CAROL TELFUS) started giving me the cold shoulder. I even went in to talk to Carol about the delivery time on the cabinets and the recent changes to my appliances, and got a total brush off (she told her customer service rep she has nothing to do with kitchens and that I should speak to the designer). It’s a really small shop so they gossip like nobody's business. So once you make a stink, everyone knows about it or hears you while you do it. At least at Home Depot you complain to a manager they have to listen and they take you seriously. After Direct Buy gets your membership fee you are on your own.
When you pay $5000.00 for a membership you expect superior service…..NOT AT DIRECT BUY. If you complain, they totally just side with one another….they don’t even listen to a legitimate concern.
They have a price match guarantee, but you will never see it because they carry brands that you rarely see anywhere else. I bought pot lights....the customer service rep misread the order....so I missed her oversight and waited 4 weeks only to find out I got 5 pot lights instead of 30. When I ran out to Home Depot they had a different brand at a much lower price $8.00 lower. They would do the price match because the price match has to be done when you submit the order.
I wanted hardwood...but found a better deal outside. It’s not so much that they didn’t have a wide selection of hardwood, but they don’t carry all brands and the cost is sometime more than you will get with a sale.
Right now I am ahead about $4000.00 and in a better position than most. Never-the-less, I would not recommend going down this road if you are a bargain hunter.
Direct Buy has some of the poorest customer service I have ever experienced. Home Depot may be cheap and common but they assist you and they treat you nicely. Furthermore, the ability to see a product in real life and time, point to it, order it, and have it delivered or picked up the same day is PRICELESS.
Make you own minds up.
It is helpful to see such a detailed post. You must be very organized. Would you consider talking to an attorney who is investigating bringing a national class action in connection with some of the items you complain about - slow delivery, prices higher than promised, etc. If so, you should contact Craig Matthews, 937-434-9393 or cmatthews@ctmlaw.com
Tom
Oh, I feel your pain. With such a high membership fee, you do feel as if you should get superior service. What a disappointment! In the U.S. the DB franchise owners often sell discontinued or defective merchandise and then don't help if something is wrong with it. We too had joined because we were doing a total remodel (knocking down all but a couple of walls) and DB was so convincing......that's until they get your money and then you're on your own. I hope you get some form of resolution. As Tom detailed, please consider joining a class action or working with your local consumer protection advocacy group and / or Attorney General.
Sorry, I've been away.... how can I help!
This is a worthy cause to help everyone from being sucked in by Direct Buy.
Just wondering if something like this would help or hinder?
There is nothing in the contract or the oath saying we can talk to non members?
Thanks
Bex
If you are looking to assist in a national class action against DirectBuy, you should contact the attorney preparing to file one: Craig Matthews, cmatthews@ctmlaw.com or tel 937-434-9393
Here is my horrible situation. I actually hand delivered this letter to Direct Buy, which state my entire experience.
June 24, 2009
Direct Buy
Unit 1, 4180 Sladeview Crescent
Mississauga, ON L5L 0A1
Attention Mr. Michael Wilson and Mrs. Linda Wilson
Franchise Owners
Dear Michael and Linda,
I called DirectBuy May 26th 2009 because we wanted to get new windows in our home this summer. I made an appointment with Sean for a tour for Saturday May 30th at 2:15. Sean asked me to bring quotes so we could compare prices. My two quotes for windows from outside vendors were for $12,963 and $13,335, both brick to brick installation and taxes included.
On Saturday May 30th,we met with Sean and discussed what we wanted out of our Direct Buy membership. We stated that we were there specifically for windows. The other items that we wanted to consider for our home were outside shutters, outside landscaping plants, and a concrete driveway – all of which Sean told us DirectBuy does not have suppliers for.
We sat through the presentation, and having brought the filled in form stating we were interested in windows, they did not show or talk about any window examples. We then met back with Sean and said that our decision to become members would be based entirely on the windows purchase. This is also what I stated when I called. Therefore we needed to sit down and go through the pricing window by window. Sean brought over the Triwin binder (a Canadian window company) so we could calculate the price of each window based on the size. Sean went to get a calculator and we sat there and calculated a total of $4187. I asked Sean if these prices were based on a retro fit or brick to brick installation. He said he was unsure. I asked if there was anyone there that we could talk to about this and he said there really wasn’t anyone there. (Since our orientation, we now know that there is always 4 specialists on the floor every Saturday, that we could have picked up their buzzer and waited to speak with them, but this option was not given to us.) When he said there was nobody there, I repeatedly asked if we needed to make this decision today, because the decision to become members was based entirely on our window purchase. He said that we needed to sign up that day.
We started to review the binder again to see where it indicated the type of installation. On the 2nd page in the binder, it indicated additional costs of $800 for purchases under $5000 or $400 for purchases over $5000. I asked why it would be less for more windows purchased and he said because they want you to purchase more. He said it was likely that was the difference and that we would fall under the $800 range, so added to the $4187 our quote was comparable at $4987 plus taxes.
Because the costs that Sean calculated out with us were about $6,000-$7,000 lower than our other window quotes, it made sense to join DirectBuy as the savings covered the cost of the membership. At that point, we signed up for the membership.
We then made an appointment on Thursday June 4th for 6:00 with Sam for our new customer orientation. We had made it specifically for 6:00 because we have small children and needed to get home to put them in bed for 7:00. When we got there Sam was with another client making a sales order and we sat in the outdoor table and chairs set across from the kitchen waiting with our 3 year old and 10 month old. I found it very odd that Sean walked by, looked right as us, and did not say a word. After waiting a half hour, Isabel finally decided to do the orientation herself since Sam was still busy with the other client. Isabel asked us what we were interested in, and we said that we joined specifically for windows and wanted the contact information for the window companies. She gave us a
list for the contacts for Arcor Windows & Doors – and Triwin. I asked Isabel if these reps work specifically with DirectBuy clients, and if we were going to have difficulties getting a quote because this was an “at cost” price, and she confirmed it would not be an issue.
We also wanted her to make a product request for some brakes for our Toyota Sienna. We filled out the form asking the supplier if they had brakes for this vehicle, because it was not listed in the binder. At 1:30 on June 17th, I contacted Isabel at DirectBuy stating that we have still not heard from anyone regarding our request for brakes. She said she had not heard from the company yet and said they would call us back with the info when it would be come available. Six minutes later I received a call from someone else at DirectBuy telling me
that they had got word from the company that they do not provide brakes for our vehicle. It became obvious that our request was forgotten about, until I called in. This concerned me about the customer service level that we were going to receive with DirectBuy.
On June 6th, I called both sales representatives and left messages for them to call me regarding a request for quote. I never heard from either one, so I called again on June 10th. I was able to speak to both and sent a request for quote by email to each of them, giving all of the window sizes, requirements, and pictures for my quote.
On June 19th, I sent an email to both sales reps indicating that I had still not received their quote. I also CC’d yourself (Linda) so that you could see that I was having a hard time trying to get my quotes. Another indication of DirectBuy service, considering I received both my other two outside retail quotes the same day as requested. Later, on June 19th, I finally received the quote from Arcor Windows, which was for $14,185.50 and stated “may be subjected to final inspection and re-measure by installer and also subject to DirectBuy handling charge.
At this point, I was a bit concerned because this was well over the price of the outside quotes we took into our initial meeting at DirectBuy. Before reacting, I wanted to wait for the Triwin quote. On June 23rd, at 12:06pm, I received the quote from Triwin. This quote was for $6,405.54, closer to the calculations that Sean, my husband and I worked out at the presentation day. My issue is the additional $6,600 for installation costs which we had originally calculated to be only $800. I immediately drove to your location to take a look at the Triwin binder we had reviewed on the presentation day. The first thing I noticed was that the Front page to the binder was different. It did say that the Direct Buy Prices are 50% off the suggested retail prices within the binder, but underneath had the Rep’s name and contact information, as well as a bottom line that stated, “Installation Costs are extra”. Again, this was not stated in the sheet that was at the front of the binder on May 30th. Considering everything that we have experienced, we have no choice but to formally request cancellation of our membership with full reimbursement of funds. Please contact us immediately to discuss measures to do so.
Sincerely,
XXXX
Home #
Cell #
The day I hand delivered the letter to the owner, I also sent an email stating:
Linda and Michael, This is to confirm that I hand delivered the attached letter to
Michael this afteroon, and would like this situation resolved by
Friday at 5:00pm EST.
That day I received this email from them.
Hello XXX,
I received your letter. I am sorry i could not see you at 2:00. as i had a training meeting.
As far as your window quotes i will need to meet with both the Triwin rep and our Arcor Rep to decipher what is going on. The triwin quote looks ok, but the Arcor quote seems wrong. I did have a Jag just tell me now that Arcor had made an error an a few of their quotes in the last little while and i have asked him to recheck the pricing on your quote.
We will need to meet all together, the reps, myself and you and your husband as i would like a true comparison made on the windows you had quoted ( if you wouldn't mind) and the windows that these two manufacturers are quoting on. What we need to do is see why the prices are the same, if the quality is the same our prices should definatley be lower. l I have every right to end our relationship with either one or both of these window manufacturers and get new window manufacturers on board with us. A couple of the other clubs in the gta, are using other window manufacturing companies and one is said to have very inexpensive windows, at cost, and the other is 40 % off retail prices and are high quality. There is also another place we do business with in the Burlington area and the Hamilton club uses them as an outside supplier.
I promise to give you everything you wish for , but if i can get you the same quality windows that you were quoted and better pricing, then hopefully this issue will reslove itself.
I understand you probably want these windows installed and bought asap, so time is of the essance. If this is not the case please let me know. I will need to call both reps tommorrow to set up a meeting and i amnot sure if Firday would work for them but i will try.
Yours Truly,
L:inda Wilson
Club Owner
That day I sent an email back stating:
Linda,
I'm sorry but maybe you misunderstood the purpose of the letter.
I thank you for "promising to give me everything I wish for", because what I wish for and I reiterate, is to "formally request cancellation of our membership with full reimbursement of funds."
Please confirm Thursday when you will be returning the funds to my MasterCard.
Thank you,
Here is her email back to me.
I am sorry XXX, but we would not consider to cancell a membership without full disclosure of the facts. When would you and your husband like to meet.
Thanks,
Linda Wilson
We scheduled a meeting, finally after not hearing from them and sat down with her 2 weeks later on July 8th at 5:30. To our surprise, she did both Window reps there. Her intent of the meeting was not to discuss our letter, it was to discuss the quotes with the window reps so that she could figure out why we were getting comparable quotes from outside suppliers. The reps were as shocked as us when realizing that we were not interested in buying the windows, but getting our money back. A waist of our time and theirs.
From the meeting the DB owner wanted from me all of the quality specifications regarding my outside quote, so that we could compare the quality of the windows.
This was the email I received minutes after we left the showroom.
Hi XXX
As discussed during our meeting the questions to ask to get a better comparison of the windows would be what type of ratings do each of the windows you are getting have. What hardware comes with it, the extrusions, the type of lock, do they offer a superspacer.
Thanks
Regards,
Linda Wilson
On july 12th, I sent her this email:
Linda,
Attached are the answers to your questions. FM Windows make a very
high quality window. I actually didn't even need to call my rep for these answers, everything was posted on their website, marketing their windows.
As stated in our letter and again in the meeting, the only item that we came to DirectBuy to source out was windows. We expected to get high quality windows installed in our home and the DirectBuy membership for lower that the outside quotes we brought, which is what we calculated and expected when we signed up. If you are unable to present this option, than we would like a full refund for our DirectBuy membership to resolve our dilemma. We just can't afford any
other option.
We would like our windows installed by the end of summer 2009, so a resolution to this is needed quite rapidly. Please contact me by Wednesday July 15th, 2009 with your decision, otherwise we are taking this to the next level.
XXXX
Cell #
July 13 Triwin sent a revised quote for a bit less than our outside quote.
July 17th, sent an email asking for an update
July 17th, she sent this email (great spelling I must add!)
Hi XXX,
We were waiting to hear from the arcor rep. Have you heard from them?
I believe triwin offered a lower price for you, have you received it?.
Since the windows are a little less expensive here and you need to buy other stuff in your life time, your investment into the membership would be returned unequivacably after spending approx 15,000$ retail. I feel pretty confident that you will not be able to find quality products direct from the manufacturers for all the items you will need over the next 10 plus years. We have a price guarentees set up at directbuy as well, so that if for some odd reason, that does happen (ie recission, a special sale of the month etc) we will match that price and offer a 10 % discount. . Unfortunately for you and us, this has happened on your first order, so your faith in directbuy is quite tarnished and i can understand that.
We do however, make sure every member is dealt with fairly and we do our very best with each and every member if a problem is presented.
Yours Truly,
Linda
July 25th Arcor resent the quote – the exactly the same price.
Aug 4th I sent this email,
Linda,
I have not hear from you since I sent you Chrissy's quote on Saturday July 25th. Summer is almost over and my husband and I are getting anxious to clear this up and order our windows.
Summary:
Our outside quote with FM Windows is $12,398
Direct Buy's quote from TRIWIN is $11,570
(TRIWIN's quality is not as good as FM's)
Direct Buy's quote from ARCOR is $14,185.50.
(BUT, arcor can not supply us with a large picture window for our kitchen, they can only supply 3 single windows, which is not what we would like, I would need to get this window elsewhere).
OUR ASSUMPTIONS THE DAY WE BOUGHT OUR DIRECT BUY MEMBERSHIP
The day we signed with Direct Buy, our analysis with Sean was that the we were able to get all the windows for our house and the Direct Buy membership for less than our outside quote, so again it made complete sense to purchase the Direct Buy Membership.
Since then, we have met with both window companies, and even with both of them resubmitting their prices we are unable to meet these assumptions given to us.
My husband and I have 2 very small children and are unable to afford windows and the $5000 membership fee. We just can't afford that at this time in our lives. We are unable to put off getting the windows, since we got our home energy inspection and the state of the windows (especially upstairs in our son's room) are extremely bad, and letting in cold air in the winter.
Can you please let me know how you can assist me with the dilemma.
Thanks,
It is now August 12th and I have heard nothing.
I know I made the mistake of "talking in person" and "Emailing", so what do I do?
Where do I go from Here, HELP Please!
I hope I am not too late to add my advice for your reg'd letter that you must put in by today, Wednesday, 12, 2009.
Inc. that you are exercising your right to cancel, within the 3 day cooling-off period, under the Virginia Consumer Protection Act.
IF YOU HAVE NOT RECEIVED YOUR PASSWORD/ACCESS TO PRICES, YOU CAN ALSO ADD THAT THEY ARE MISREPRESENTING THE MATERIAL FACTS OF THE CONTRACT, BECAUSE THEY DID NOT GIVE YOU OPPORTUNITY TO COMPARE PRICES.
Tell them to Please Respond ONLY in Writing, within 5 business days.
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If they try to tell you that the cooling-off period does not apply, then you can very easily and quickly get them for misrepresentation.
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As far as I know, you can't stop the credit card payment, if they do charge you, but you can let the card co. know to put a note on your file about the situation.
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I am short of time right now, internet went down last night.
When you get your response from db, if unco-operative, let me know and I will discuss misrepresentation further, with you.
Good Luck.
I RESPONDED TO YOU ABOVE, LET ME KNOW....ANY QUESTIONS...
SORRY TO EVERYONE , THAT I HAVEN'T HAD TIME TO RESPOND TO ANY LETTERS AFTER TERRY'S LETTER,
MY INTERNET WENT DOWN LAST NIGHT.
I WILL BE BACK TO GIVE ANY ATTENTION NEEDED TO ALL, I'LL BE BACK IN ABOUT
5 TO 6 HOURS.
If you tried that in their reception room, they would probably ask you to leave. If you didn't leave they could call the police ask them to charge you with disorderly conduct for disrupting their business and for refusing to leave private premises when you were not there to conduct business. The same might not be true if you did it *outside* their premises, although it is hard to say what the police would do even then.