Better Business Bureau issues warnings about three Cairo businesses

CAIRO, Ill. -- The St. Louis Better Business Bureau issued a warning about three Cairo, Ill.-based Internet businesses it says have been the subject of repeated complaints about poor service and undelivered products.

Most of the complaints have been about United Net Online, a company that offers a variety of consumer goods, operated by Bryan Kizer, a pharmacy employee. That business, bureau spokesman Bill Smith said, did not respond to 16 complaints about its services until Smith visited Cairo to speak to Kizer about undelivered goods.

Home and Garden Surplus and Cairo Shopping Center, two websites operated by Marshall and Jennifer VanDeusen, have been the subject of nine complaints, mostly concerning goods substituted for items in a customer's order or restocking fees associated with returned merchandise. The Van Deusens also did not respond to calls or letters about the complaints until visited in person, Smith said.

While Smith said the Van Deusens have been responsive since contacted, attempting to deal with complaints and shutting down their businesses, Kizer has not. "There is no indication Kizer is doing anything to resolve them," Smith said.

The 25 complaints against the businesses in a two-month period are "a serious cause for concern," Michelle Corey, president and chief executive officer of the BBB said in the news release. "Many consumers are already worried about buying online. Problems like these further erode their trust in making online purchases."

One customer of Kizer's reported spending $740 for a Yamaha electronic keyboard Dec. 31 but never received the item and has not received a response to his complaint despite repeated calls and e-mails. A customer of the VanDeusens reported receiving a substitute Blu-Ray DVD player that was worth much less than the product ordered.

In an interview, Marshall VanDeusen said he has never been partners with Kizer. He said he was victimized by Kizer after hiring him to create websites for his two businesses. VanDeusen described Kizer as a "computer geek" who rented a home from him.

All three businesses operate by allowing customers to order goods that are shipped directly from wholesalers. Some larger items must be purchased in larger quantities. VanDeusen said he keeps stock on hand to fill orders but that Kizer did not.

VanDeusen said Kizer had used confidential information about vendors to create United Net Online, mirroring his prices on a variety of goods. The sites offer thousands of items ranging from electronics to children's toys to medieval swords, the BBB said in its news release.

"By the time I came to the realization, the damage was done," VanDeusen said. "He got out on the Internet even before mine went out. By the time mine went out almost a month later, he already had 300 orders."

A 'surge of fraud'

In an e-mail response to the BBB news release, Kizer said he has been trying to deal with an account that was locked after "a surge of Holiday fraud" and that he has diligently been trying to make refunds or ship goods to his customers. His accounts have been frozen, he said, but he has been trying to respond. "I have never said I gave the best of customer service but I have attempted in handling issues on case by case basis."

VanDeusen said the complaints against him are normal in the course of business. Customers who did not read sale terms posted on his site that his company would substitute goods of "equal or greater value" for out-of-stock items or that he charged a restocking fee are the source of complaints.

Both Cairo Shopping Center and Home and Garden Surplus are not accepting new orders and will remain online for another week so customers can track orders, VanDeusen said. After Feb. 17, the websites will be gone and the businesses will be closed.

"It is too much of a headache trying to deal with this whole situation," he said.

rkeller@semissourian.com

388-3642

Pertinent address:

Cairo, Ill.