ComplaintsforNY Loft LLC

• Initial Complaint

  08/25/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  On March 25, 2023, I was asked to pay a balance of $25,000 to receive the delivery of kitchen cabinets I had ordered. I was hesitant about wiring this amount, and when I asked the vendor (*************************) if she charges a credit card fee, she said that they dont charge credit card fees. My wife and I were both on the call (*** was on speakerphone), and we both heard her say this. She then charged me $25,875. Because she had told me that she doesnt charge any fees, I thought the $875 was payment towards the installation of the cabinets. I didnt realize that the $875 was intended as a credit card fee.I tried to resolve the dispute with the vendor, but *** continues to claim that they didnt charge me a credit card fee. Arent they charging me an $875 fee for using a credit card? I dont think I should be responsible for paying this fee if she had told my wife and I that she doesnt charge credit card fees, and this amount should be applied towards the payment of the installation of the cabinets. Attached are the email messages from 8/24/23.***

  Business response

  09/06/2023

  In response to Complaint  ID ********

  When ********** **** inquired about paying with CC, he asked if we charge a fee to which i answered that NY LOFT does not charge a fee but the CC processing company does. He agreed to pay the CC company.

  In the attached statement from SQUAREUP, the CC processing company, it is very clear what they charged as a fee. In the attached NYLOFT bank statement it shows what NYLOFT is credited from the payment through SQUAREUP. This information was also shown to *************

  More so, the CC fee issue is mentioned in bold letters on each proposal we submit to clients ( see attached) . ************, received 4-5 proposal versions while in the design process,  which all have the statement at the bottom and the other payment options to avoid the fee. When I mentioned to ************ that it is clearly stated on the proposals, he responded " oh we do not look at the small print" ( not so small I believe)

  When *********** was asked to pay his final payment, he deducted the $825.00 fee he had to pay to the CC company.

  Sincerely 

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

  NYLOFT 

  Customer response

  09/26/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  [Your Answer Here]

   I told *** that I will to pay the credit card fees that my credit card company charges me.  *** did not mention Stripe or their fees during the call, so this fee was not disclosed and I did not agree to pay their fees.
  
  *** didn't show me the Squareup statement until 8/24/23, their fee was not disclosed to me at the time of the credit card transaction on 4/25/23.
  
  The fee charged by NY Loft is mentioned in the proposal which I received on 11/7/22, but was not listed in the invoice that was sent to me on 4/21/23 and was not mentioned in the call with *** on 4/25/23.
  
  *** is misrepresenting the fact that NY Loft does, in fact, charge a credit card fee.  I had explicitly asked about this fee, and she told me and my wife that she doesn't charge a fee and did not mention Squareup or that an additional amount that would be charged.  The $875 amount which I have not paid is the amount in dispute, because *** had told me that NY Loft doesn't charge a fee but then charged me a fee.
  
  I would like someone from BBB to confirm that the $875 is a credit card fee that is charged by NY Loft.
  
  ***

   

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

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

  Business response

  11/02/2023

  Better Business bureau,

  It is clear from ************** correspondence that he will try in any way possible to avoid paying the balance with the excuse of me telling him that I will pay the Credit card fees that the CC processing company charges. More so that it was not listed on the invoice. The reason it is NEVER listed on the invoice is very clearly because we do not charge it. I have supplied all the proof needed that we not only do  NOT charge the fee, we actually pay a fee as well. So the ****** that we are supposed to receive is reduced to us as well.

  In regards to showing ********** my Square statement before, I do not see any reason why I should, as this is only done should there be a discrepancy. I am 100% sure that no company shares their bank account or CC statements with clients.

  As to the accusation that I misrepresent anything  it is unfounded as it is written in BOLD letters that paying by CC will cost the client a fee. That fee is not going to my bank account. We write it very clearly and give the clients the option to avoid the fee by paying via check or wire transfer.

  In regards to all the other accusations stated in the email to me dated August 24th, I regret to say that again all are unfounded. Client signed drawings prior to fabrication after months of meetings with them as to exact designs.

  We have an excellent reputation for our professional services over the last ************************************************************************** major developers.

  Sincerely

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

  Customer response

  11/08/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  [Your Answer Here]

  General question for **********************:  if a vendor told you that they dodn't charge a fee, and then charged you that fee, would you pay it?

  I've used credit cards for over 30 years and completed thousands of transactions with hundreds of vendors who state that they don't charge a credit card fee.  In every single instance, the vendor who stated that they don't charge a credit card fee charged me the exact amount due and didn't charge more than that amount.  Claiming that you don't charge a credit card fee is inaccurate and dishonest.
  

   

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

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

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩