Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:13/10/2022

  Type:Billing Issues
  Status:

  ResolvedMore 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.

  I own a small party/event decorating business using helium balloons. I have been renting helium container from Messer for almost a year. They offered helium rental and free delivery. Everything went on well until there was a $84 (plus tax) charge for pick up an empty container on September 15th, 2022.
  
  September 7th, 2022, I called the company to schedule pickup an empty container. I was told by the receptionist the drivers were busy, I needed to schedule another day.
  
  September 12th, 2022, I called back to schedule a pick up and I was told a driver showed up on September 9th, 2022 and I didn't answer my phone. But I didn't schedule September 9th pickup, the driver just showed up randomly at my door.
  
  Then I scheduled for September 14th pickup. I waited at home all day but nobody showed up. I called the company at 4pm to see when the driver would show up. I was told the driver did show up and I didn't answer my phone, the driver left. The receptionist offered a pick-up for next day, September 15th, 2022. The driver picked up the empty container and left with a receipt with no charge.
  
  Then I was told there was a charge for pick up due to multiple unsuccessful attempts to pick up the container.
  
  I emailed Michelle N****** of the company's service team on September 17th to dispute the charges and requested the driver's phone call log as proofs; as well as closing my account with this company for good.
  
  October 5th, 2022, I received an email with an invoice (see attached) from billing department. There are 3 charges on the invoice.
  
  October 11th, 2022, Michelle emailed back and removed $20.64 charge on the invoice.
  
  I don't think I need to pay any charges on the bill as I did not rent container from the company since the last pickup on September 15th 2022, and I shouldn't be charged for the pickup fees as I believe this is bad business practice to charge customers without valid reason, in this case, without proof as well.
  
  Thank you.

  Business Response

  Date: 21/10/2022

  I have reviewed all the communication in our possession and can confirm that all attempts to reach out and contact the customer are valid.  Multiple attempts on two different occasions were completed without contact.  As well, the call from the customer to Messer was reviewed as we record all calls into our customer care center.  

  With the multiple unsuccessful attempts, it is customary to charge for these failed attempts to retrieve cylinders.  All internal records of this nature would only be made available under direction of our legal department.

  At this point, we will credit all charges and close the account in order to resolve the issue.

  I will add, that having a compressed gas cylinder in a residential apartment complex is not recommended could be against fire code.  With this, there is protocols and regulations we must follow passed down by the government and fire to address this as we work closely with these organizations to ensure the safety of our employees, customers and local communities.   The products we handle are sell can be extremely dangerous and having these in a residential property like a high rise apartment presents a substancial risk to all noted above.

  Based on the complaint and us crediting all charges off the account, I can assume this matter is closed.  

  Any further concern or issues please reach out to me directly.

  Rob G*******

  Retail Manager - Western Canada

  Messer Canada

  Customer Answer

  Date: 28/10/2022

  
  
  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID 18208462, and find that this resolution is satisfactory to me.

  I am glad to hear Messer agreed to credit all charges off my account and my account with Messer is closed.

  
  I am very satisfied with the outcome and appreciated all your help with this matter.
  
  Have a great day!
  
  
  
  Sincerely,