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:29/08/2024

  Type:Order 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.

  Carma Billing Services has charged us for "Collection Notice" fee without our consent.This is a new service that we didn't agree to pay for. We signed agreement with them several years ago and since then we haven't signed any new agreement with such fee it it. I believe that this fee was recently introduced by Carma without informing us and without us signing any new agreement.Also, the price is unreasonable for a simple envelope with a sheet of paper in it.

  Business Response

  Date: 09/09/2024

  Re: *************************** & *********
  *************************************

  Hello Vadim,

  We are in receipt of your claim with the BBB. Thank you for the opportunity to reply and resolve.

  Your claim states that we have billed you for a collection notice and that you havent signed a new agreement or agreed to these fees. Please note, we have advised you, as on your invoice dated 11/30/2023 there was a message printed advising that we have updated our conditions of service,followed by a link to our website for more information, as well as an email address to contact us if you have any questions.

  In our Conditions of Service, it outlines Miscellaneous Charges.Specifically, when an account has a past due balance greater than 10 days, we do send a Collection Notice. The collection notice states that the arrears requires payment and that a $***** charge (plus tax) will be billed to the account. This is for the administrative work that is required to manage the accounts receivable,specific to your account.

  As your account was in arrears greater than 10 days, most recently we sent a collection letter on August 26th, 2024 reminding you that your July 26th invoice remained unpaid. For this task, we billed your account $***** plus tax.
  We understand that during this time, we all need support from time to time. We are happy to set up payment arrangements at anytime if payment can not be made by the due date. Please feel free to contact us anytime at **************.

  As a one-time goodwill gesture, I will be reversing the ***** fee for you. Should this fee be billed to you again in the future, the fee will not be reversed.

  Sincerely,

  *********************
  CARMA **************** Manager

• Initial Complaint

  Date:02/05/2024

  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.

  At the beginning of March I contacted Carma to let them know we were moving on March 30th. I was toldthat all i had to do was to go to their website and fill out the moving form closer to the move date, which i did. The form asks for all details but does not say anything about cancelling the automatic payment thru your bank. To me, when i filled out the form I was sure that would be adressed as Carma is a Billing company..... too which i was sternly admonished by 2 of Carma's staff that that is the clients responsibility. My second grevience is that eventhough I told the Carma staff that I was vacating the residence on March 30 and leaving the country on or around March 30th and since my bank accounts would be closed any invoices left over should be mailed to the address I gave them on the form. Now, a month later they say, "the charge was for the previous month and not the final bill" so they charged my bank account on (April 4th) after i had closed the account and left Canada resulting in an NSF fee of $35. Initially I refused to pay it and told them so. However, I don't like owing anyone anything so i paid the fee and made my final payment. However, i would like this to be an eye opener to other customers and hope that Carma changes their moving form where they have a note that informs customers that Closing the account is not enough......you have to cancel your payment method too. On a side note.. Carma staff and managers are not customer friendly and very agressive in how they deal with customers. I literally had to tell the manager ...."NO stop ... you listen to me .. as she kept repeating things that i had heard from the other 2 staff and was not listening to my side of the story. Finally, I decided i was not going to waste my time and told her that i was done. I had made my entire payment but i was going to contact the *** regarding this issue with the hope that someone else does not fall trap to "Carma's billing policy". I

  Business Response

  Date: 10/05/2024

  Re account ***********
  
  Good afternoon ******,
  
  Thank you for reaching out and allowing us the opportunity to reply to your concern about the $35 charge to your account. I have also tried to connect via phone and have left you a voicemail.
  
  I can appreciate that you thought the PAP would have been cancelled. We don’t typically cancel the PAP when the customer moves out because many times there is a final bill with a final balance owing. Our process is to keep the PAP open, and as well the consensus from our customers is that they would like to keep the PAP active to automatically withdraw the balance owing.
  
  If you have any other questions, please let me know. I appreciate you sharing your thoughts and wish you all the best in your new home.
  
  Thank you and on behalf of Carma, we wish you a great day!
  
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