Complaints

• Initial Complaint

  03/07/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I was the winning bid for an online auction with JK Auction House on 3/2. I received an email that same evening to pay the invoice which I did. I followed the instructions that were provided for trying to schedule a pick-up of the item. I used the phone number and email address provided...sending messages for four days. On the fourth day I went to the address of the business and it was closed. I left a message that day 3/6 advising of my frustration. On 3/7 I left another message stating if I did not hear back that day I assumed they were withholding my item and I would be contacting the state's attorney and BBB. I received a text later that day saying I did not follow the their terms and conditions. Stated texting was how to schedule pick-up (which I did not find anywhere in their terms). He then advised he destroyed the item because threatened to file a complain against him. He said he didn't have to but would refund my money.

  Business response

  03/08/2024

  Mr ****** is correct he did not follow the terms and conditions. He selected Shipping and then changed his mind and decided to pick up. The preferred communication methos is texting, which Mr. ****** never attempted.  Per security footage he did stop by, unannounced assumingly to pick up an item. We are open by appointment only. 

  Mr. ****** stated he was filing a complaint with the States Attorney and the Better Business Bureau for us withholding his item.  Mr ****** states he did not get an emails, yet he opened and paid through e-mail. 

  After the threat of legal action it was determined that Mr. ****** was not the type of client / customer we desire in our operation. Mr ****** was informed that he did not comply with the legally binding terms and conditions he agreed to when he started bidding.  Mr ****** was informed that we were issuing a full refund and destroying and disposing of the item - as outlined in the terms and conditions. 

  Our final decision on this matter was to provide a full refund issued on March 7th and to dispose of the item. We also blocked Mr. ****** from ever conducting business with us in the future to ensure this is never an issue for Mr. ****** again in the future. We sent an informative message to out attorney, ****** ********* in Washington, IL. 

  We have responded to this complaint as a courtesy and considered the matter closed at the time of full refund. 

  JK Auctions

   

   

  Customer response

  03/08/2024

   I am rejecting this response because:

  While the business may believe they it is policy, what is posted on the site and the actual process does not align.  I asked to see where in their policy it says I must text rather than email or call (based on the fact of the screenshot I provided upon paying that it does not say to text).  Also, while they think I may have had the option to choose pick-up or ship, I did not.  Once I paid it automatically defaulted to ship...that is when I attempted to call and email for four days.  Their policy does explicitly state that after seven days the item becomes theirs....well is this a scam that they won't respond to you even after four days leaving me nervous that I could not make contact.  I would suggest the gentleman test the actual process he believes is in place because that is not the experience the customer gets.  I believe he destroyed and item that I paid for and owned.  I am not convinced he did destroy the item.  Is this a scam to keep the item???  
  

  
  

• Initial Complaint

  06/17/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  The first lot I bought was 7.91 and was supposed to be shipped. I asked for a shipping bill so that I could pay and get my items. I received nothing, and he, the owner had responded: Give us time. Nothing. Bought another lot worth 58 dollars and some change. I realized all of the items could not be shipped and asked if maybe I could pay the 25 delivery fee, or could I pick up and when. They had delivered before, they offered to deliver, and they threw the stuff on my porch and one item had gotten ripped and no longer useable. However, with the high temps and air not working in my vehicle not working, it was the only choice. No response at all. I fixed my air and asked if I could pick up yesterday, he got nasty and said NO, that they were closed. He then told me that my items were "put into a pile", and insinuating that it wasn't very clean there. I asked what time could I pick them up today, was met with no response. I am tired of the games and told him that my family used to own an auction and that's not how we did things, that it shouldn't be that chaotic and difficult. He said don't tell him how to run his business and not to bad mouth his team, I never said anything about them. He then told me not to bother to come get my stuff. I'm now out over 65 dollars. Why would you ruin customers things because you can't figure things out?

  Business response

  06/17/2022

  All auction companies have terms and conditions. This buyer seemed to never be able to abide by them and seemed to think it was our fault.  She did request delivery and stated she would leave payment in the mail box. Driver left items with no payment left. we did agree to make special accommodations for this customer on the next auction that were outside of our terms and conditions. There was some communication errors and we did ask for the extra time to accommodate the special request. The the customer was placing bids and it was logical to bundle it all together. As the 2nd auction came to an end the customer stated they would not be able to pick up as state din the terms and conditions and we transported the items back to our facility at our expense. Then customer wanted to know what time she could pick up on the day we were closed, as she stated, again not desiring nor concerned with our operating rules and conditions. Finally she stated when can I pick up and I replied the items were off loaded into a pile from the truck and they were not organized so not today as we had a new auction picking up.  After this 4th or 5th request to go against our terms and conditions asking for special  terms or conditions we decided to enforce our original terms and conditions after the customer explained to us that she use to own an auction company and they did it so much better than we are. By asking for the special accommodations then not being about the special accommodations and then essentially stating that we are doing it wrong this comes as an insult to our team and their hard working, dedicated performance.  Customer then stated she would never bid again as this was too complicated and she would stop bidding and never bid again.  I logged the customer as difficult ( which it is making multiple special accommodations, unable to follow the terms and conditions of the auction as stated when registering. The result is the customer was banned from all of our auctions, which upset her and led to this complaint filed. The end result is the customer does not want to bid with us again, and we have honored that request by banning her from auctions. The $68 is true and is not refundable , again as stated in the terms and conditions. The $68 minus the $25 unpaid delivery fee is $43. Time and labor spent on special accommodations is more than double this amount of time and labor expended on this customer.  dedicated employees are hard tom come by and we are very protective and appreciative of our team. We have over 1000 registered bidders and clients over the last 6 years. We stand our reputation in the industry, our clients, bidders, customers and employees.   ********* ** *** 

  Customer response

  06/17/2022

   I am rejecting this response because:basically, he's lying. He told me that he would not charge me delivery fee this time, but would next time. I offered to go ahead and pay it, waited quite awhile, then gave up and took a shower, as I was getting out, I heard a loud bang, and got dressed to check it out, my things were thrown on the porch and damaged. I didn't want to leave money out for someone else to take it. With my next lot, I asked him to add the 25 dollars to the shipment price, and didn't hear back from him, even after trying 2 times to get a response. Eventually he responded that it was going to take time. Never received anything. This last lot, it was over 100 degree temp feel outside, and my vehicle had no air, so I told him I knew that it could not be shipped, so when could I pick it up? He was rude and let me know that he was closed yesterday, and that he had put my stuff in a pile and suggested that it was not clean either. I did tell him that my family owned an auction house, and did tell him that it shouldn't be chaotic or difficult to be able to get my stuff. I did not mention his team, as I don't know anything about his team. I had another person contact me in that they had also had issues with him being rude and sending the wrong items. They almost lost 200 dollars, they had to go to the bank and get their money back, as he had blocked them, as he blocked me. I did tell him I wasn't bidding anymore, and that is my decision. He can keep the twenty five out of the sixty five he owes me, as I am fair. I want forty reimbursement as he told me that I was not going to get my stuff. I don't understand where he's accusing me of breaking so many rules, I always kept in contact and asked about anything that was done, he mostly didn't respond. I should be angry over the 4 cases of full dvds that I purchased, and were actually half empty once I got them home and opened them up, I paid quit a bit of money for them.
  
  

  Business response

  06/20/2022

  we issued a full refund. Customer has threatened legal action and this matter has been turned over to our attorney. No further communication will take place without counsel. 

  Customer response

  06/21/2022

   I am rejecting this response because: He sent me e-mails from his gmail account threatening that he had filed against me with an attorney, saying that since he reimbursed me, he was going to sue for non payment as well as slander. The payment is still pending. He also said that he doesn't have to do what the BBB tells him to do since his business isn't registered with the BBB, he's a ghost to the BBB. I told him to quit contacting me, that I would try for a no-contact order, for which he told me I wasn't able to do that either. I have 4 e-mails from his gmail account being angry and hateful. After I told him the harassment had to stop since I am a senior and disabled as well, that he was stalking me, he finally quit. I don't understand how he can threaten me and harass me and do what he wants? I'm not bothering him, and I saved the e-mails.
  
  
  

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