ComplaintsforNelthorpe & Son

• Initial Complaint

  07/01/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Placed a order 2/20/21 for a microwave/oven combo paid in full on 2/20/21. Order has been delayed and know no longer available. On 6/28/22 spoke with ****** and requested a full refund of ******* explain to me it would take a couple day for transaction. Transaction was made using ATM card.Reviewed and noticed a credit of ******* on 6/30/22 in account.Today I reviewed Invoice number 368278 of ******* was paid in full on 2/20/21 using ATM. I spoke with ****** to request for the difference of ******. She stated I didn't not pay in full for this transaction. I explain that this was my first transaction and it was paid in full. All my other orders have been paid in full and are installed. ****** kept in going in circles and stated that is what the system states. This was our very first order with this company and I don't understand how ****** comes up with her numbers. I will be more then happy to attach copy of invoice.This is unacceptable and I'm requesting a full refund of ******* per invoice.

  Business response

  07/12/2022

  Good morning, I can definitely see how this would be very confusing as things were added and removed over several months, but our invoices are calculated by our sales systems and there would be no way for us to miss that amount when closing our daily reports. I double checked everything by hand as well and I have included a copy of the invoice which shows all the payments and refunds. I am also including a refund page that shows everything that has been on the invoice and what has been removed and when. A lot of these charges took place over a year ago and I was not the one did them, but I will do my best to walk through each transaction. **** originally had us out to measure for a new oven-micro in February of 2021, we then sold her a GE unit, with installation and disposal the total was $3055.70. Then **** decided to add a few things over the course of waiting for the oven to arrive. We added a dishwasher, a cooktop, a hood and a griddle accessory, as you can see on the invoice. The total, with labor, for all these additional items is *******, you can add each item up, add the ****% tax rate and add the labor (not taxed) as I did to double check. Here it is: 799+699+649+49=2196 tax ****=159.21+2196=*******. Ok so the additional items add up to $*******. Now if you add up the additional payments made for the items you get $*******. Here those are: 100+50+716.93+1545.73=*******. So while waiting for the oven to come in we delivered all these other items, except the griddle, which we still have with her name on it. So if you take what was still owed: ******* and subtract what was paid: *******, you get the missing total of ******. The math and the invoice shows exactly this and it is the exact total of what she claims is missing. Again, I completely understand how she can think it was not refunded as it has been a long time and several things have been added and subtracted over that length of time, I do not blame her for bringing this up and would be more than happy to go over all this in person. All of our payments are recorded and processed daily so we can avoid complications like this, but it can still happen. It is very unfortunate that she has had to wait this long as well just to be told she will not get what she has ordered, I can only imagine the frustration, and yet we do not manufacture these units and it was not our intention to have to cancel, but with both GE and Whirlpool cancelling all their orders for these units there is not much we can do. If you have any questions please let me know.

  Thank you,

  Cru Ginno

  General Manager

  Nelthorpe & Son

  ************

  ******************

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