Complaints

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• Initial Complaint

  Date:08/03/2023

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On ******* ******* I phoned for Way-tech boiler service (*********************) to come out and fix my Boiler. He dispatched a worker at 1130 am. The worker called me at 1130 saying he was less than 30 mins away. Then I never heard from him till 1247pm Again at 11:30 the worker called and said I am 30 mins from you. I will be right there! At 12:47 the worker called and was lost and was still not on my property as it was evident he was on someone elses property. I have phone records showing times he called and texts of when he showed up for the job. The worker was done my job @ 2:58 pm. He was sitting in his van. Thats 2 hours of work. I was charged for 2 hours extra *******. Now I understand there is a *** truck charge so I agreed to pay that but then when contacting ********************* the owner he stated that the worker was there for much longer. I corrected him and sent him the proof of the inconsistencies ie texts phone calls and offered my CCTV footage. ***** then stated its hard times and he has to pay his employees somehow. I dont think it should be at the expense of the customer. I have emailed ***** three more times and he does not answer. I have called 7 other times and left voicemails and still does not answer. I offered every bit of concrete proof that he owes me the ******* **** and yet he will not contact me back or pay me back. Nor will he honor the business. I have kept the emails and the texts and pictures of the phone calls to show everyone involved that he in fact over charged me *** * **** *** *** **** ** ******* ** ****** ** *** **** **** ** ******** ***** ******* * ** *** ******** **********. Please and thank you. *****

  Business Response

  Date: 24/04/2023

  I realize ***** **** has an issue with us, he questioned us the first time we were out there the year prior on ******** **** ****.

   

  Same outcome as I am dealing with again.

   

  On ******** ***** ****, he messaged me again that the garage heat was not working still.

  I ***** ***** went out myself, trouble shoot the zone valve with the thermostat in the garage. It came on after turning the thermostat down and turning it back up for call for heat.

  The zone valve opened up end switch would close sending signal to the boiler.

  I tested this approximately 5 to 6 times, the last time it failed, so I trouble shot the thermostat and contacts were not closing. I then let his wife know and I went to Home Depot, came back, and replaced it.

  With travel from my office until I was finished, was approximately 2 ½ hours or a bit more, I also charged out the ***** **** **** valve head only and a thermostat.

  This, I chose not to bill, this cost me approximately * ****** which was not billed, so the issue would go away and there was no arguing on my end over warranty and paying for something not fixed. My records show that the customer was not billed for this.

   

  On ******* **** ****, my technician stopped for gas in Okotoks which the customer was not charged for.

  My math tells me 11:30 to 3:30 is a total of 4 hours.

  So, if anything, the customer was charged from 12:00 pm till 3:30pm, ( Half an hour travel and 3 hours in repairing with making out the work order and receiving payment from customer) which reflects on the bill as a 3 ½ hour charge for labour.

  So, I can see at 10 to 15 minutes discrepancy, driving 10 minutes approximately, past his place and the driving conditions were not great that day as I recall.

  I have all emails and text messages from my technician myself and ***** showing time table.

   

  After the first conversation with *****, I didn’t reply back as I looked at this as repeated behavior from the first visit in **** over labour charges on bill.

   

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

   

  Thank you Kindly,

   

  *****

  Customer Answer

  Date: 25/04/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: ***** states his technician stopped for gas and customer was not charged. I would hope I wouldn't have been as I already paid a truck charge *** ***** ******* *** *** ** **** ** ***** ** **** * ******** ****** ******* *** *********. Then ***** addresses the time of a total of 4 hours being charged to me whit repairs and making out work order and receiving payment (3 1/2) and 1/2hr driving.  Then ***** goes further to admit a discrepancy of 10 to 15 minutes but what he is not directly addressing is the emails, texts, phone messages of direct proof that he and *** *** *** *********  The timelines are completely off as I provided hard facts that the tech did not even get on my property till after 1247 hrs as per the texts from his own tech and as well I offered CCTV from security cameras to show ***** as well. This can not be disputed it is cold hard facts thus showing a major discrepancy from what ***** claims. Then the tech, his employee, was done work and in his van leaving at 2:58 pm again *** was offered CCTV to show him the cold hard facts that this was in fact accurate. This would show ***** that the Tech did just shy of 2 hours of work. Again I have provided this proof to both parties and yet no resolution when there was a clear over charge. I will reiterate the fact that when I as a consumer called ***** to clarify the fact of why the charges were the *** they were ( as he got paid immediately) ***** stated and I quote again that he had to pay his staff somehow, then talked negatively about other companies and refused to assist me any further. Mediation has been tried several times through ***** *** ******* *** **** 

  
  
  Sincerely,
  
  
  
  ***** ****