The following is a copy of a letter that has been sent to the president, and vice president of franchise development for Direct Buy. If you are a member of direct buy and would like to respond to me directly please feel free. If the behavior of this facility is acceptable or justified in your minds, you can keep your exclusive members only club to yourself. Maybe the rest of us can get together and start our own (Just Like Mr. Gagan did 35 years ago).
To whom it may concern:
I am writing in regards to the wonderful opportunity that you have made available to us little people, in order to allow us to save money. I am however confused about your actual policies. I spoke with a representative at the Dallas home show in the fall of 2005 who encouraged me to at the very least schedule an appointment with the local direct buy center, and attend the open house.
I asked him if he could provide me with any information about the cost and benefits of membership. He told me I would have to attend the open house to get the information. I then asked him if they use a hard sell tactic like the timeshares, or if it is a casual informational meeting. His response was that in order to join I would have to attend the open house, but there is no commitment to join at that time, and it is simply an informational meeting.
I requested a pass to attend the open house being held at 3:00 P.M. On the 17th of June. My wife and I showed up approximately 30 minutes early to be sure we would be let in. At approximately 2:45 P.M. We were introduced to Larry and given a tour of the facility. We were ushered in to the meeting room along with the other couples at 3:15 P.M. At which time we were given the 2-hour presentation. During the last 5 minutes of the presentation we were given the cost, and told if we did not join today we were not welcome to, and would not be allowed to join in the future.
When we were reunited with Larry I explained to him that we are currently in the process of having a new house built, and that all of our money is tied up in that, our current mortgage, and our current rent until we are able to sell our current home and close on the new home that is being built. So I am not in the position to pay for a membership right now, and if I had known that the offer was only good the day that we attended the open house prior to attending we would have waited to attend.
After I told Larry of my situation he passed me off to Mike Yearty and told us that Mike could help us find another solution. Mr. Yearty explained that the reason it is not in the advertisements is because it is not beneficial to Direct Buy to advertise the obligation to join the day of the open house, so that has been removed from all of the advertisements. He then told me to give him a check in the amount of $750.00 and he would set us up on a payment plan.
I then explained our situation to Mr. Yearty, and told him that had I known that I would have to Join today I would not have wasted his time or mine, because I do not have the money to pay today. At this point Mike decided to share the story of his life, and how he used to be half owner of the Wichita Wranglers, when they were the arrows, and how fifteen years ago his wife who worked for NCR was promoted and transferred, and then promoted and transferred again which caused him to have to carry three mortgages, and that is when he joined Direct Buy. The moral of the story being if he could find a way to pay for it so could I. Mr. Yearty then excused himself to take care of something Very Important, but assured me he would only be a few minutes.
After sitting and waiting for 18 minutes I got up and walked around, which is when I found Mr. Yearty leaning on a counter staring into space. I observed this for 3 minutes until another sales rep saw me watching Mr. Yearty, and asked me if he could help me. I sat down with this sales rep for approximately 5 minutes, and explained the situation until Mr. Yearty returned and ran him off.
When Mr. Yearty returned he once again told me unless we paid today we would not have another chance to join, and since he himself is in the process of purchasing his own franchise he only wants customers that are willing and able to make the sacrifices that are required to be a member. I am not sure exactly what he meant by that statement.
Mr. Yearty then shared a story of how he aspired to be in the same position as the 28-year-old owner of the franchise we were in so he could also gross $500,000 per month. I assume that means he sells 100 memberships per month. Regardless none of the information he is giving is helping me in any way. When Mr. Yearty was through with his story I told him I would like the contact information for the founder, and the president of Direct Buy. Mr. Yearty pulled out a business card, and wrote the information down on the back. As soon as he was finished writing he said GET OUT OF MY STORE! You're not the kind of people we want here! You wouldn't follow the rules anyways.
I got up and started to walk towards the door, which was directly in front of me, and Mr. Yearty stepped in front of me blocking the way and told me to walk around the showroom displays. I asked him why and he replied that is his rule. I turned around and started walking around the display, and as soon as we were out of sight of the rest of the people in the store Mr. Yearty started pushing me from behind with his large belly (Much like a Sumo wrestler would do) while saying move along we don't want you here. When we reached the door he said, Drive safely and as he turned away he said, Hope you wreck. Under his breath.
I sincerely hope that Mr. Yearty is not a fair representation of how you would like your organization viewed. If he is then it is probably a good thing that we didn't join today. I also hope you regard this letter as a serious issue, as I do not appreciate being talked down to, humiliated, physically abused, or lied to; all of which happened today. I also don't intend to let it go.
Once I returned home I wanted to be sure that I was not wrong about the way you advertise, so I went to your website and looked for a disclaimer that said I would only be given one opportunity to join, and was unable to find it. I then read through the brochure that I got from the home show, and found no disclaimer. I then called your call center twice to be sure that I didn't get conflicting answers. I spoke with Lisa the first time, and Ingrid the second time. I asked each of them the following questions, and they both responded with the same answers.
1. Are you an employee of Direct Buy? Yes2. Will I be obligated to purchase a membership on the day of the open house? No3. If I don't join can I attend an open house at a later date and join then? Yes. 4. Where is your call center located? Salt Lake City, Utah
I hope that you now understand why I am confused about your policies, as I would like to be a member.
I would appreciate any comments you may have in response to this letter, and if you do not have any comments, or explanation for this, I would appreciate a confirmation that you received and read the letter. I also want you to know that I have never written a letter in complaint, or threatened a lawsuit prior to this. I am not the kind of person that gets offended easily.
However my experience at your facility and the behavior of Mr. Yearty was extremely offensive and humiliating. I am not threatening a lawsuit, however I do not intend to let this issue fall through the cracks. I do not know what Mr. Yearty meant by Not our kind of people We are hard working, loyal, trustworthy, honest, and our income is above average. However if his kind of people are cocky, rude, chauvinistic, untrustworthy, dishonest, and lazy I guess we don't fit in to that category. Please feel free to contact me.
Toddplano, Texas
U.S.A.
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