ComplaintsforHome2stay Accessibility Ltd.

• Initial Complaint

  31/01/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I contacted ***** from Home2stay in Jan **************************************** my house. The stairlift might be used for my dad who would come to my house for weeks during 2023 summer. In-between the time ***** came for a quotaion and I went to their showroom, ***** emailed me quotations on different types of stairlifts and mentioned that the stairlift price will be increased by 10% which meant approximately CAD1500. By February 7th, I paid a visit to Home2stay showroom. I was happy about their service and products at the time. ***** suggested me to put a deposit in order to save a better deal. I told him my dad might not be able to come because of his health condition and I believed he understood the situation. Since I tried to get prepared as well as possible and save some money, I agreed to paid the CAD5000 deposit and asked ***** if I could get a refund if the plan is changed that my dad could not come to my house. ***** said I could get the refund for sure. He and his coworker did not explain any further on the refund policy and I didn't suspect anything. Home2stay didn't follow up with the installation before or throughout the summer. The plan of my dad's stay really changed. So without any doubt, I emailed and texted about getting back the deposit in September. And I got *****'s reply by the end of September. He said he forgot about telling me that I could get the refund. And he pointed out the cancellation policy and told me I need to bear the credit card fee as well. I was shocked and telling him I could only accept a CAD200 handling charge and 3% credit card fee, and I would like to get the rest of the refund. After a lot of messages and phone calls, Home2stay refund CAD3000 to me by the end of December. And I called today and asked ***** to settle the rest amount, he said he only agrees to pay another CAD1000. So I told him I would file this complaint.

  

  Business response

  13/02/2024

  Thank you for helping to resolve this dispute. 

  ***** did contact us to quote on a stairlift for her father; however, there was no mention of cancelling or the ability to cancel the order. She was happy to move forward with the order, but she had to get the flooring on her stairs changed before we could do the measure for the stairlift (we do a camera measure and if the flooring changes, there is no guarantee that the stairlift will fit the stairs with the new flooring). I explained to ***** that the manufacturer was going to put in a price increase, and the only way to hold the price she was quoted was to leave a partial payment on the stairlift, and in-turn, we would make a partial payment to our manufacturer. As stated in the original complaint from *****, she did accept Quote #QUO8346, and as you will see in the attachment with the same name, our policy states that all Sales are final. As well, that there may be a restocking fee of 20% and a call out fee. This would be on the total value of $15,069.93, thus there would be a $3,013.99 restocking fee. I did let ***** know that in order to keep the lower price, we would be placing a purchase order with our manufacturer, as well as paying a deposit to them. There was nowhere in our conversation that a full refund came up. The manufacturer is being sticky on the point that the order was placed for this particular item and they have allocated the funds to this item and this order. They are asking for administrative fees to allocate these funds to their sister company that we buy other products from (another point is that we moved the majority of our stairlifts to another manufacturer, and I explained this to ***** and offered to provide her with a different manufacturer). The long and the short of it, we have credit card fees, administrative and on-site time, as well as the "penalty" to pay the manufacturer. I offered to settle this for $1000.00 in restocking fees, thus giving ***** a refund of $4000.00. She did not want to do this and said that she would put the complaint to the BBB unless she received the amount she asked for. 

  ***** was given a copy of the quote and did accept it. It clearly states our T's & C's on the quotation. I am happy to work with ***** and the BBB to come to a resolution that works for everyone. 

  
  Rahim 

  Customer response

  13/02/2024

   
  Complaint: 21227686
  
  I am rejecting this response because:
  
  1) I never sign and approve the quotation Rahim mentioned.Please show the proof.
  
  2) On the invoice, the cancellation policy is a 20% restocking fee which should only happen after the lift is actually delivered out of the warehouse.

  3) I do not believe that Home2stay have already paid any amount to their stairlift manufacturer before any measurements like ***** told me. May I have some proof if they really paid the manufacturer.
  

  4) If CAD4000 should be the refund, why I only got CAD3000 after many calls and text messages? It wasted me a lot of time and stressed me out.

  I feel fair for Home2stays getting CAD200 administration fee with ***** paying a 30 minutes visit to my house. I am also willing to pay CAD150 as the 5% credit card fee. Like I talked with ***** before, I can settle this matter if Home2stay pay me the rest of the refund CAD1650 back before in 2 weeks which is February 27th, 2024. With the help from BBB, I hope we can settle it by the deadline and I can stop seeking other ways to deal with this problem.
  

  
  Sincerely,
  
  *****************

  

  Business response

  14/02/2024

  In my conversation with *****, I told her that I was dealing with the manufacturer in regards to this situation. And I would send her $3000.00 as a show of good faith in getting this matter resolved. I did tell her that I would send her another $1000.00 to settle this, she said that she would still proceed with the BBB complaint, so I decided to see where this went.

  There was a verbal acceptance of the quote, if not, why would ***** leave us a $5000.00 deposit? I am not denying that she gave us a deposit, and I am not saying that we are not willing to settle this, but with the restocking fees and the credit card fees, as well as call out fees, we are in this for $1500.00. This is much less than the restocking fee that would apply to the lift that was ordered with the manufacturer. 

  ***** would like to pay $350.00, and receive $4650.00, we are out $1500.00 so to give back $3500.00, if we settle in the middle it would be $4075.00, and we will eat on the rest of the fees from the manufacturer. If this is not acceptable, please let me know what your thoughts are. 

  Thank you,

  Rahim 

  Customer response

  15/02/2024

   
  Complaint: 21227686
  
  I am rejecting this response because:

  1) The money I paid is to secure a lower price if I use the service or purchase a product from Home2stay.
  

  2) I did not approved the quotation or decided which model to be ordered. And without any measurements taken, I doubt what and how Home2stay were placing an order to their manufacturer. I would like to see some proofs of Home2stay paying their manufacturer before I can make up any decisions.If Home2stay did not order or pay anything, there should not be any restocking fee like they said.
  

  Up to this point, I am still holding my faith that I will get my asked refund back by February 27th, 2024. I think BBB is a good platform to help us solving the problem rationally. And I believe that a complaint is something but how the business handles it really shows the integrity. I always think that people choose to start a business which they can help people in need are amazing. I hope the response from Home2stay will resume my belief.
  

  
  Sincerely,
  
  *****************

  

  Business response

  15/02/2024

  Subject: Resolution of Outstanding Matters Regarding Stairlift Purchase
  
  Dear ***** and BBB,
  
  I trust this message finds you well. I am writing to address the outstanding issues pertaining to the stairlift purchase process and to propose a resolution in a professional and amicable manner.
  
  The final camera measurement for the stairlift installation was not conducted due to your expressed desire to change the flooring on the stairs; however, the initial measurement to determine the feasibility and price was conducted on-site at the clients home. Subsequently, the client was meant to inform Home2stay once the flooring alteration was completed. However, despite our anticipation that this would occur during the summer, it appears there may have been a change in circumstances, possibly influenced by a competitive pricing offer for an alternative solution.
  
  In an effort to accommodate your request to minimize costs, we deviated from our standard procedure by issuing a purchase order for the stairlift unit along with a deposit to the manufacturer, to get the order in prior to the manufacturer's subsequent price increase. It is essential to clarify that this approach was a gesture of goodwill on our part to assist the client in saving money. Internal documentation reflecting this transaction was handled as per our standard business protocols, and is confidential to our intellectual property.
  
  I wish to address a point of confusion regarding the approval of the quote. If the client was presented with one option for the indoor stairs and one for the exterior stairs, and discussions centered around the interior stairs exclusively, it raises questions about the non-approval of the quote. Deposits are typically provided following a thorough consideration of proposed solutions. Can you kindly clarify the circumstances under which a deposit was issued without a verbal approval of the quote?

  
  It is evident from our records that you selected a specific stairlift model based on your home's requirements, as outlined in the email containing the provided quote. To expedite the resolution of this matter, I am prepared to remit an additional $1250.00, supplementing the $3000.00 already received, totaling $4250.00. This gesture is contingent upon the execution of a comprehensive and conclusive release agreement.
  
  I appreciate your prompt attention to this matter and anticipate a swift resolution. Should you have any further queries or concerns, please do not hesitate to reach out.
  
  Thank you, and I wish you a pleasant day.
  
  Sincerely,
  Rahim 

  Customer response

  20/02/2024

   
  Complaint: 21227686
  
  I am rejecting this response because:

  1) The refund now ***** proposed is not as my request.
  

  2) Home2stay refused to provide any proof of their payment to their manufacturer.

  ***** once texted me and said he would try getting CAD1350 back to me. To show my willingness to settle the case for everyone, I lower the request refund to CAD1500. Please transfer the money to my account before Feb 27th.
  

  Thanks!
  

  
  Sincerely,
  
  *****************

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