ComplaintsforHamilton Fence Company Ltd

• Initial Complaint

  12/06/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  We had asked for a quote amount for a fence to be installed and felt the price was to high. Second quote was for repair We then changed our minds after paying a deposit of $226.00 on the following day which was Sunday we had given the deposit on Saturday. Then Vincent who quoted us called Sunday stated he would be here on Wednesday. I then expressed we decided to cancel for now and requested our deposit back as work had not been done and we signed nothing. Vincent the person who gave us the quote stated he didn’t forsee a problem for refunding the deposit. Vincent who gave us a quote spoke with the boss Cory regarding the deposit and he stated he would not give a refund as he had already ordered products from **** *****. We signed no papers there was nothing recorded that they do not give refunds. Even Vincent who gave us the quote assumed we would get the refund because the job was small and didn’t require locates. We just want our deposit as no work had been performed it was only a day after we changed our minds. Thank you ***** *** **** *********

  Business response

  25/06/2023

  Hello, we do no refund deposits. The deposit was given on Friday evening and materials were ordered that same evening, when a deposit is given, there is a lot of back end work on our part, there is a reason we ask for a deposit before booking anyone into our schedule. **** *** ***** canceled the day before the materials were supposed to be delivered. They said they would be using us in the future so I suggested that I would use the deposit towards the future project. The total cost to the company is higher than the deposit given so no refund is in order.

  Customer response

  25/06/2023

  
  Complaint: ********
  
  I am rejecting this response because: We are expecting our money back nothing absolutely nothing was written in a quote about a non refund on our deposit. Should it not be noted that there is a non refund and why this person who came to our home did not know about this non refund policy ,as he said there should be no problem with getting the refund back. If Vincent works for this company would he not know the policy. This is what was written by Vincent in his response .I assumed he would have been able to refund because the job was so small and didn’t require locates, but because of the material order that’s been placed already it’s not so easy from what he has explained. The fact is they didn’t know when they would be available possibly the Monday then Vince called Sunday stating it would be on Wednesday. We feel we gave them ample notice  as it was just the following day.That was Friday afternoon after 4p.m We gave our deposit on The Saturday and received a call from Vince on Sunday to tell us it was going to be Wednesday the work would be done possibly. I gave him ample notice the following day that we had changed our minds and would like our deposit back.
  
  Sincerely,
  
  ***** *** **** *********

  Business response

  27/06/2023

  Unfortunately deposits are non refundable, once a deposit is received, many things are done on our end which include but not limited to, booking locates, ordering materials, scheduling of crews and equipment, etc. We have never had a case we’re a refund was requested to be refunded, this is not a typical situation we go through, we have only had one client request a refund and the option to reschedule the job and use the deposit at a later time was given and accepted. This is still available for this client and we can reschedule the job to a later day and use the deposit amount towards the cost of the project. The total cost including labour and a restocking fee of materials ordered totals to $578.27. If this total came under the $226 deposit then the difference would be refunded, unfortunately it is more, so the only solution we can do is use the deposit amount for a future project. Sorry for any inconvenience this may cause and we wish you the best. 

  Customer response

  05/07/2023

  
  Complaint: ********
  
  I am rejecting this response because: we still believe that Corey is unwilling to give us our monies back based on his false determination and response to keep our monies. We do believe that 1day is sufficient for our cancellation the work was not scheduled and undecided of what date possibly on Wednesday. * ***** ***** *** **** ******* *** ********* ** ****** **** ***** ** ******* *********. A very poor business practise. We stand firm and demand our refund.The only reason Corey received my deposit was based on my generosity as no one asked me for this only a copy of their invoice was sent.
  
  Sincerely,
  
  ***** *** **** *********

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