The complaint has been investigated and
resolved to the customer's satisfactionResolved Easy Warm Floor — Unauthorized charges
resolved to the customer's satisfaction
I purchased an easy warm floor in August of 2008 and authorized the purchase via a telephone call, since there was no way to order the form online. The company sent me a confirmation email with an itemized bill and a line item clearly stating 'Grand Total: $465.00'.
The item arrived on time and works great. I installed it myself and the installation was easy. In fact, I held this company in pretty high regard until November 21, when an additional charge for $137 appeared on my credit card bill.
When I called to dispute the charge, the snooty and less-than-helpful customer service rep referred me back to the confirmation email (that I received AFTER the purchase) and pointed out in very fine print at the bottom additional fees that would be billed separately. He then refused to allow me to speak to anyone else within the company, and refused to refund the charge.
Now, momentarily putting aside the fact that these fees should have been BILLED and not CHARGED, this is an unfair and deceptive business practice. 'Grand Total' means just that - it implies the figure represents the complete amount of the purchase. Had I known the warm floor unit would cost $137 more than the $465 figure, I probably would not have purchased it in the first place.
I'm disputing the charge with my credit card company and I am positive they will agree with me. However, anyone entering into business with Easy Warm Floor needs to be aware of this practice so they don't get bitten as well.