Complaint Review: Graham's And Son Interiors - Cambridge Ontario

My reasons for this statement are:

The main reason for disputing my claim is that I did proceed to follow the instructions provided on The Record notice As stated, I already won the gift certificates. Thinking that these gifts certificates are like cash. Gift certificates are used like cash payment. I did mentioned/ voiced to Graham's and Son Interior the first time that I called to book the quote appointment that the reason I called was because of the auction. This was how I gotten GRAHAM & SON INTERIORS phone number. There was no mention of limitations to the gift certificates.

The gift certificates were purchased on May 3, my husband won $800.00 worth of gift certificates at a cost of $500.00 for California/Plantation shutter. On May 9, I purchased $400.00 worth of GC at a cost of $240.00 for Patio California/Plantations shutters.

I purchased the $400.00 GC because the Record called me and offered the GC at 240.00. I asked about using it towards other shutters, the record advised me to call GRAHAMS & SON INTERIORS, directly regarding the question. I called May 8th @ 4:53pm and spoke directly to Mr. Wayne Graham. I voiced my question regarding the patio shutters. He told me that I can apply the $400.00 GC to any window shutters. I called The Record back, and proceed to purchase the GC at $240.00 on my visa. Therefore, there were 2 transactions from The Record.

My question to GRAHAMS INTERIORS IS: What difference would it make if I present the GC at the time of purchase? What can not be combined? The Coupons? I have gift certificates not coupons. My husband and I did not pay $740.00 for coupons.

I thought that we had resolved the matter in August 2006. Over the phone, the person that I spoke to at Graham's made an agreement with me. My balance of $820.00 paid in full with the gift certificates. Leaving my visa retainer as is at $446.40. I will have $400.00 left in gift certificates to use for my next purchase. I was not happy, but I was willing to settle. I really wanted to use all my gift certificates because I did not want to deal with GRAHAMS INTERIOR after this very poor experience with their customer service and their shoddy workmanship in installing the shutters.

I tried to have my visa reversed on July 24, 2006. The visa was supposed to be a retainer for pre-order. Mr. Graham said that I would be able to apply any method of payment at the end of my purchase. I even told him that day about the gift certificates. He asked what amount, and I said I do not know, because my husband is giving it to me as a mothers day present. Once again, he did not mention any limitations to using the gift certificates. On May 10, 2006 my Visa Card company said, they can not reverse the charge of $446.40 because I have given them the number and I have their product. I respected their decision.

As for The Record once the gift certificates are purchased it is a final sale. Although, as a result of my experience with Graham's, The Record were considering refunding me the money I paid for the certificates that I received at their Aution.

I did not hear from GRAHAMS INTERIOR, until I decided to call for my next purchase in Oct 13th, 2006 as per our phone agreement in August 2006. On the day of my appointment, no one showed up. NO phone calls to explain why the appointment was missed. I left the house in the afternoon. When I returned home and I had a Registered letter waiting to be picked up next day.

NOTE: In the letter, false statement again in essence, you purchased your shutters from us, then PROCEEDED to bid for the gift certificates from "The Record I have proof on my Visa of the dates. I already had the gift certificates.

For the 3rd reason, when I received the letter dated April 9 2007 regarding my account of $429.04 plus 2% interest. Total of $492.83. This was a shock. I immediately called and insisted speaking to Mr. Graham. He told me that if I paid the money owing, I could use the remaining gift certificates. I asked without the interest correct, he said yes. I thought according to them, I owed around $200.00. Anyway, I said I wanted this matter resolved, so again I will meet them half way and pay $200.00. I did not realize that they wanted the $429.04. I refused, and called BBB.

On May 9 2007, I phoned them up to pay $429.04. They threatened to take my account to collections and I did not want that to happen. I have a very good credit rating and I did not want this to go on my credit record. So, at a later date, I received again, a letter stating that I now owe them interest of $73.65. Why the turnabout? Why after months of no communication, to all of a sudden receiving all these letters?

As to this day, I do not have an invoice number, GST number or an account number. I have letters stating amounts owing only. Not very professional. Is it not required by any businesses to give their information to their customers? Every customer should have all needed information.

They cannot even get their name straight. I used the name on the BBB files. What name(s) should I have used:

GRAHAMS G INTERIORS

GRAHAMS & SON INTERIORS

GRAHAMS INTERIOR

I have names from letter heads, advertisements and even on my gift certificates.

I would like to lists my reason this has come to small claims court:

1.False advertisement. (See ad page 1 and 2) IN 2006, READ.as any consumer would GIFT CERTIFICATES means like cash and is treated as cash. I called for a quote also as stated to do. In 2007, READ .as any consumer would, understand the writing of limitations placed. Consumer would take as is.

My situation, I already purchased the gift certificates without limitations in 2006. I thought, we got a great deal. 40% saving as advertised in the auction. I would not have purchased all the gift certificates if I seen the 2007 advertisement. I would have understood the limitations placed. This situation would not have occurred.

2.False advertisement. PRICE MATCH GUARANTEE

I have a quote from a competitor who uses the same shutter manufacturer. For the same company, same sizes , same color, same installation included. On sale $986.86 includes 6% GST and Regular price $1067.42 included 6% GST. Now, at GRAHAMS INTERIOR, the same company, same sizes, same color and installation cost me $1264.52 includes 6%. I already paid $740.00 the record+ $446.40 visa retainer to GRAHAMS INTERIOR + $429.04 OWING BALANCE QUOTED BY GRAHAMS INTERIOR and now asking interest is $73.65.

GRAND TOTAL PAID OUT=$1689.09 And I have $800.00 worth of GRAHAMS INTERIORS GIFT CERTIFICATES THAT I CANNOT USE.

The only reason I called GRAHAMS INTERIORS was because of the gift certificates.

WHERE IS THE PRICE MATCH GUARANTEE?

False advertisement. 7-14 DAYS DELIVERY

My order was placed May 10th 2006 and my order was completed June 23. 2006. The order took 30 days. Still to today, they are not installed properly and I am not happy or satisfied with the installation of the shutters. I wanted a refund, but they refused. The job is not completed to this day. Corner needs to be fix, finishing plugs needs to be push in and I have 3 missing hinges. Customer Satisfaction is NOT given by GRAHAMS INTERIOR.

Like it or not, I am now their customer. I was not treated with respect or with consideration. I got cancelled 3 times at the very last minute. June 19, 21, 22 I waited and even on June 19, my son missed his afternoon class because I have to wait for an appointment that no one showed up for. They could have called earlier. I can be reached every minute of the day because I only have a cell phone and they have that number to call. As for respect, the son and the installer said that I was wasting his time for disputing the gift certificates with him. I argued, to him, that he has also wasted my time the past days with his last minutes cancellations. He replied, AS IF YOU HAVE ANYTHING BETTER TO DO.

I was speechless, I was mad. I am a full-time employed mother of 3 and I dont even have time for a shower some days. And for Jeff/Matthew to say that to my face is beyond insulting to me. Jeff/ Matthew is the installer for GRAHAMS INTERIOR, he is the FACE of GRAHAMS INTERIOR and to a customer he represents GRAHAMS INTERIOR. Very poor customer service.

I was not even given an apology by Jeff/Matthew or by Mr. Graham.

As professionals, they should have called to explain why they will not show up for the Oct 13th appointment instead of having me wait. A business representative should have contacted me sooner after our phone conversation in August 2006, if Mr. Wayne Graham disapproved of the agreement made by his business associate and me.

As professionals, I feel that if you care about your customers, the owner of the business should be able and willing to care and listen to the complaints of your customers. Mr. Wayne Graham is very hard to get a hold of. I left numerous messages for him to meet and resolve this matter. I am yet to receive a response from Mr. Wayne Graham.

POOR QUALITY WORKMANSHIP OF PRODUCTS.

I am not happy with the shutters. I am not satisfied with the work. As stated, I dont think that my shutters are completed. I told the installer that I wanted the corners fixed next visit. Next visit comes, he forgot. He was also missing hinges for the door shutter so he took from the window shutters, said he will bring more the next day. The next day never came. He did not finish putting the plugs to the holes of the screws. He was not very professional. I dont think he has the experience to do what he does.

I was stressed with the on going war between GRAHAMS INTERIOR and I wanted a refund. I dont like their product and I dont like their service.

I was refused a refund and refused the use of my gift certificates.

Does GRAHAMS INTERIOR HAVE A REFUND POLICY?

A CUSTOMER SHOULD BE HAPPY AND SATISFIED WITH SPENDING THEIR HARD EARNED MONEY. ALL I GOT WAS A GIFT OF STRESS AND HEADACHES FROM GRAHAMS INTERIORS.

Irene

Kitchener, Ontario

Canada