Complaints

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• Initial Complaint

  Date:02/27/2023

  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.

  2022 I had an annual contract. When I signed up I was unaware of the fact that the whole year had to be paid upfront...after they charged my account the whole amount and I called to xcl they said I could not. Fast forward to 2023..I DID NOT renew my annual contract..it is WAY too expensive for me. But it seems that they serviced my tiny home 2x into 2023 when they should have not have because I did not renew for 2023. They want $325 for the 2 visits!! If they asked for a normal fee I would have paid it..even though I was not responsible to..but $325 for two 5 minute service visits? Come on. I own a 2 bedroom Villa. If they have ANY notes from when I 1st signed on, it would show how I tried to cancel bc it was way to much $ for me..I own a tiny home, am a single mom-no child support, no alimony and a small business owner. This $325 is ridiculous and unfair.

  Business Response

  Date: 03/01/2023

  Good morning

  Please find attached the ******* agreement for *********************** front & back. On the back it specifically has a paragraph marked cancellation fee. However we did not charge **************** the fee we only charged her for the *******s she received on June thru August ******* as you can see on the History. If you see the history report, the prior month to renewal the client is notified on the invoice that it is the final ******* of the contract and it will renew next month. We have given 30 days if they should want to cancel their *******. .I have also attached the customer notes also which shows the office was in contact with **************** and the *******s were performed and she was aware the technician was coming to do the *******s  In Sept she notified the technician not to do the ******* she was cancelling. The office adjusted the billing to reflect the *******s she received. We did not add the cancellation fee or she would have owed more than what was being charged.  Unfortunately she did not pay the balance and accumulated finance charges and collection fees, once we sent to collection in Jan/2023. She did not receive any *******s in 2023 nor past Sept 2022, when she told the technician she is not renewing..**************** did want to cancel at first but only after she received the ******* and was told of the cancelation fee.