Need some advice...Credit Card Issue...

Henro · Oct 25, 2004

In another thread (here) I mentioned the problems I am having with HydraulicHoseFittings.com.

In a nut shell, they charged my credit card for over $500 on September 28th, the day I placed my order. A week later the fittings part of my order arrived.

For a week after than (starting a few days after the fittings arrived, but no hoses) I called and left messages, emailed and finally faxed them, asking for information on the status of the hoses. After a week of trying I got a reply message on my answering machine, and the next morning I spoke with a real, live person, who indicated he had a personal emergency and that the hoses were not shipped because he left the business in the hands of a youger person who did not do well.

That was over two weeks ago, really pushing three weeks now, and I still have no hoses. 17 hoses of different lengths were ordered. I have the itemized cost of the hoses, but have not totaled it up yet. Probably about $250 is what I am out.

I am in a real bind, because I want to get my T&T installed before the cold weather sets in. I can't order from somewhere else, because I can't risk a duplication and ending up with an extra set of 17 hoses that I have to pay for.

The purchase was made under a VISA card.

If I could get a reply from HydraulicHoseFittings I could either tell them to cancel the order and credit my card back for the full amount, or give them a few more days to deliver. But since they have become a huge, non-responsive black hole, I can't find a simple solution... /forums/images/graemlins/frown.gif

I plan on calling the VISA card people and trying to do something about this. I don't know the procedures or what to expect, or what to demand, or what my rights really are in a case like this.

I have ordered a lot of things over the phone in the past, and this is the first bad experience I have had.

Grateful for any pointers anyone might give me with respect to this issue. Like I said in that thread I referenced above, I am not here to bad mouth HydraulicHoseFittings, since I know they have do a good job for others here in the past.

My situation may be unique for all I know. I want it resolved. I can't resolve it with them because they do not respond to me phone calls, emails or faxes.

Any thoughts? I'm a bit bummed out on this issue to say the least...

Bob_Skurka · Oct 25, 2004

Dealing with mail order & internet companies can be a pain. I'd suggest calling the local BBB and seeing if they can help. I used them one time against General Motors and they came through for me.

JJT · Oct 25, 2004

Here's what I would do. If you can get ahold of a person tell them they have until Fri to make good on your order and to straighten out the credit card billing. I would then check with your cc company that the proper credits had been made.

If you cannot get ahold of a person, send them a certified letter, canceling your order, enough is enough, it's almost been 1 month. I would then contact your cc company and have the charges reversed, (except for the cost of the fittings you've already received). Don't trust the company to make it right with your cc company. I believe in many states it is against the law to charge your credit card if the goods are not on their way out the door. What constitutes a sale? Shipped goods, not a credit card debit.

Bird · Oct 25, 2004

( I plan on calling the VISA card people and trying to do something about this. I don't know the procedures or what to expect, or what to demand, or what my rights really are in a case like this )

Just call the Visa number and explain what happened, that you have not received what you paid for, and they'll explain the procedures. I would imagine they'll issue a credit, but also want written confirmation.

Soundguy · Oct 25, 2004

I'd call them first thing in the morning, and if i didn't get a delivery date or a confirmation of the canceled order I would most certaintly call the credit card company.

By purchasing this on a credit card, you have added a layer of protection to yourself. Though not personally.. I have had to involve a credit card for a purchase at work. Similar circumstances. A piece of equipment was down.. we had a deadline to fix it.. ordered the part from a reputable supplier.. no part.. we waited till we could wait no longer, and then bought the part locally. All the while trying to get a ship date or cancelation from the original shipper. Parts ended up ariving the day after we purchased the local parts.

We had notified the credit card company and they sent us the form to fill out. however when we informed the supplier that we were contesting the charge they just told us to ship the unused parts back.. I told them as soon as the prepaid mailing lable showed up I would. It showed up.. they got their parts back.. credit card didn't have to get involved, though they said that in a case like that there would have been very few problems on our part.

The only loser was the slow unresponsive supplier, in the form of 2 way shipping and a lost customer.

Once you've made good faith efforts to satisfy the shipper.. the ball comes back to your court with the credit card helping out... Best part is.. even if this drags out.. you don't have to pay the disputed portion of your bill.. or interest... check the back of your statement.. it may even describe this. Generally.. if you 'win', it will be like you never purchased it.. etc.

Soundguy

daedong · Oct 25, 2004

Bill,

Just a thought, maybe there is a TBNer that lives close that might go and see them personally for you. This is there address
1013 Linda Lane
Plano, TX 75075

Hakim · Oct 25, 2004

Vin,

I realize you are just trying to be helpful. But it would very very ill advised for a third party to become personally involved in this.

Solution:

1) Call (and tape record if possible) your personal phone call or voice message to the seller, and tell him that you are cancelling the balance of the order. You need to obtain the items, and he has gone past the allowable time frame to fulfill the order. You have CANCELLED the balance of the order. Tell him that if any additional items are shipped, you will refuse to accept them, and they will be returned to the seller.

2) Call Visa and explain what happened, ask them to reverse the portion of the order that was not delivered. They will be on your side.

Save all paper work. It will take a couple of months (one or two billing cycles) for all of this to sort thru.

You will win. End of story.

Bob_Skurka · Oct 25, 2004

Henro, I'd still like to see you go to the BBB.

And I have a logical reason for that. You wrote that you'd like to either get the merchandise or get your money back. Going to the BBB may help you get your merchandise. Going to Visa will get the money part of the issue resolved, but you will still have to hunt around an find a new supplier and order the hoses and wait for them. So Visa will resolve part of the problem, but working it out and getting a timely response will get you the merchandise you need and that you ordered and that you are waiting for.

daedong · Oct 25, 2004

Hakim
 Just a thought 

Yes i didn't think long enough you are quite right.

GerardC · Oct 25, 2004

You must 1st work it out with the retailer (and have an answer one way or the other) before VISA will do anything. You will also have to "put it in writing" for them to investigate your complaint. Had to do this last week on an internet order. Gerard.