Complaints
Customer Complaints Summary
- 1 complaint in the last 3 years.
- 1 complaint closed in the last 12 months.
If you've experienced an issue
Submit a ComplaintThe 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:12/09/2024
Type: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.
Westpro sent me an invoice mistakenly marked with a due-date of 12.25.24 after the job was completed but after I presented the email to them, they made up multiple invoices marked with a past due-by date and erroneous late fees of $2,000 and a different invoice with a late fee of $243. I unknowingly paid my left over balance of $2,428 plus a late fee of $243 on *******.Why did I pay a late fee when they initially emailed me an invoice with a due date of 12.24.25?
Business Response
Date: 01/09/2025
*****, we wanted to say, again, how sorry we are and how much we appreciate you bringing this to the team's attention. From what we understand, we accidentally sent you an invoice with the wrong due date. A member of our team corrected this and sent you a new invoice with the correct, and much sooner, due date. We agreed this was our error and you should not be charged late fees for our mistake. Unfortunately, another member of the financial team incorrectly sent you a final invoice with late fees attached. Someone in your household paid this without realizing it. We have talked at length as a team about how this happened and how we can prevent it from happening in the future. Since your original complaint, we have, as you know, refunded this late fee (check copy attached). Hopefully, this has resolved the issue to your satisfaction. But again, we are incredibly sorry it happened in the first place.
Sincerely,
The WestPro Team
Customer Answer
Date: 01/10/2025
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
Sincerely,
***** ********
BBB Business Profiles may not be reproduced for sales or promotional purposes.
BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.
When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.
BBB Business Profiles generally cover a three-year reporting period, except for customer reviews. Customer reviews posted prior to July 5, 2024, will no longer be published when they reach three years from their submission date. Customer reviews posted on/after July 5, 2024, will be published indefinitely unless otherwise voluntarily retracted by the user who submitted the content, or BBB no longer believes the review is authentic. BBB Business Profiles are subject to change at any time. If you choose to do business with this company, please let them know that you checked their record with BBB.
As a matter of policy, BBB does not endorse any product, service or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation. BBB charges a fee for BBB Accreditation. This fee supports BBB's efforts to fulfill its mission of advancing marketplace trust.