ComplaintsforBrian's Professional Cleaning Services, Inc

• Initial Complaint

  02/11/2022

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  Company took order for total $6095.89 detailing that they had a product in stock. Company then called back after taking the payment and explained that the product was no longer in stock and that a processing fee would be taken out of the refund. This is classic bait and switch tactics.

  Customer response

  02/23/2022

  The business has now refunded the money for this complaint. 

  Business response

  02/24/2022

  February 21st 2022 
  Dear ******* *****: 
  In response to this complaint, We actually have no customer by the name of **** ******** that we ever spoke to. Also all of our materials are ordered thru mills, not stocking items. We do not stock any materials. We can only process any order after receiving payment to process. This amount in complaint is for the actual customer, ****** *******, who I believe is **** ********' girlfriend. She called our store after having no success with several stores before trying us. ******* is the mill that produces the flooring. ******* had the same answer for every store that carried it when she first inquired thru them. When a product is back ordered, it can take up to 8 weeks minimal for new production to sell. She was the only one I spoke to on phone. I made a call to my rep **** ****** at ******** to ask if there was anything he can do to find more stock of the product in question. He said call the main office and see if they can find an earlier production date in another state that there may be an order already in process that may include enough flooring for our customer. I inquired and they did find an earlier production date that had enough cartons for her order as well by the end of March. That location is in Las Vegas. If you look up ******** they have locations all over the country. I was happy to tell her that we had found an earlier production date. ******** does not reserve flooring for any orders without processing a purchase invoice. They also explained since they cannot reserve without purchase, they cannot hold the product. So I would have to purchase the flooring to hold the order. This was at 10:30 am. I called ****** ******* right back with the good news and that she would have to purchase it to hold the order. She did not come in to order her flooring until 3:27pm. That is 5 hours later from the time I told her they have a shipment available end of month going to their Las vegas location that they can ship 32 cartons of that production to us. The material is obviously popular and in demand. All orders take 24 hours to process thru mill. Since our customer, ****** ******* came in at the end of the day to purchase flooring, they could not hold the material for 5 hours for her to decide. They would have not known if it was sold until the next business day because it was an end of day order she made. When I called them back in morning to confirm her order, the mill told me she missed the opportunity by hesitating on the purchase. Another store on west coast sold the flooring available in that 5 hour period. They gave us fair warning. So we were now back to the April 19th production date that she originally had. We did not cancel her order. She called back the following day and cancelled the order. I also got authorization from my boss to give back the processing fee as well so she was refunded the full amount. She was very nice to me on the phone and from what I believed in her tone, she understood we were simply back to the original production date. I also expressed it would be my pleasure to help her find another flooring mill that may have similar style and quality that is more readily available to ship to us. 
  If you have any questions about ********, I am happy to provide you with a contact of my rep, **** ****** at ###-###-#### 
  • Attached are all documentation of transactions and full return receipts in full. 
  Thank you,

  Jesse N*****, manager
  

  
  

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