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Complaint Details
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Initial Complaint
04/07/2022
- Complaint Type:
- Sales and Advertising Issues
- Status:
- Resolved
On June 18 2022 I went to purchase 2 large trees from the Fallowfield Tree Farm for my house I paid $1000 x2 trees. There were several trees on site but they said that it would take 4-8 weeks to deliver mine A few days later I changed my mind and wanted the return of my deposit which was $904. I called the FTF sales people who redirected me to their accounts person *****. She advised me the reason why as to the refund and I said due to the delay. Then she said that Fallowfield Tree Farm cannot refund the full remainder of my deposit due to the time and cost that I had initially spent with their sales staff. This make no sense. There was no information in the contract that I had signed stating that FTF can retain a portion of my deposit for this reason and this was also not verbalized to me the day I signed a contract for the trees purchase I just want the remainder of my deposit returned to me which is $86 Thank you ****** **********Business response
04/07/2022
Dear *** **********,
I am very sorry to hear that you are not satisfied with our explanation as to why we keep a small administration fee when a customer cancels their order and refund of deposit
I explained to you that we RARELY have cancellations and when we do we charge an administration fee, usually $100 plus hstThis fee relates specifically to our costs incurred. It includes the time our staff spent with you at the tree farm prior to the sale, the time taken to issue the paperwork, the fees to process your deposit with our merchant machine and the bank fee to email transfer back your funds. I am sure you can appreciate given todays wages and administration costs it does not take long to add up to $100.
In any event, I advised you that instead of $100 plus hst I reduced our fee to $75 plus hst and email transferred the $819.25 balance promptly to you.
Sincerely,
***** *******
Fallowfield Tree Farm Inc.
(613) 720-0359
Customer response
11/07/2022
Complaint: ********
I am rejecting this response because:im allowed to withdraw from their services even if it happens (rarely)
It doesn’t justify FTF to subject me to an “admin fee” to the amount they see fit
In future maybe they should put it in WRITING on their invoice to avoid ambiguity
thank you
Sincerely, ***** **********
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Contact Information
6100 Fallowfield Road
Stittsville, ON K2S 1B8
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Get a QuoteCustomer Complaints Summary
1 total complaints in the last 3 years.
0 complaints closed in the last 12 months.