Complaints

This profile includes complaints for John J. Cahill, Inc.'s headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  John J. Cahill, Inc.

  1515 Church Street Evanston, IL 60201-3511

  
• 

  John J. Cahill, Inc.

  P.O. Box 871 Evanston, IL 60204-0871

  

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:01/23/2025

  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.

  My name is on a bill, that is not my actual bill. Because my name is on the bill, the company refuses to service me. I have called, texted, and written letters to try and reconcile the issue, but they refuse to take my name off of the bill. The bill, is actually for my neighbor, who has not paid the bill, and there is absolutely no reason, for my name to be connected to this service!

  

  Business Response

  Date: 01/28/2025

  Hello,
    My name is ******* ******** and I am the 5th generation of the Cahill family. I wear many hats in my role at the company including settling disputes like the one we currently have with ***** ******. Im sorry that the ongoing issue with Ms. ****** has resulted in this. In the past week I have tried several times to reach out to her and have left her a voice message asking her to call me back. I also responded to her review on ****** asking for her to reach out to me directly. In response to that, instead of talking to me, she edited her ****** review asking others to ignore my response and followed up with the threat of reporting us to the BBB (please see Document 01). I once again called her and received no answer. She claims to have tried everything to reach us but I have not been able to get a hold of her or talk to her about resolving this issue. She also claims to have texted and written letters but we have received no letters and are not sure what phone number she is sending these texts to as our office primarily operates with landlines. I am very interested in resolving this with her but I have been ignored over and over again. The following is a full account of our interactions with Ms. ****** over the past 10+ years.

  
    On December 19th, 2014 we were called out to her house in response to a leak at her kitchen sink. She claimed to have water on the floor but was unsure of where it was coming from. Our plumber went out to the location and found the leak coming from her kitchen faucet. He isolated the faucet at the angle stops and recommended that she replaced the faucet. She clearly stated that she did not want any more work done at this time. We left and sent her an invoice for the visit. She then returned the invoice to us (please see Document 02). She made a partial payment and she disputed our labor charge since she asked for no work to be done. The labor charge on her bill was for the plumbers time identifying the problem and isolating the leak. We never replaced anything or worked further than she requested, and certainly did not charge her for any unauthorized labor. We were simply responding to her call to come to her unit regarding the leaking sink and stopped when she asked us to.

  
    As you can see on the invoice attached, she opted to pay for the $95 service call. This is the fee we charge that gets us to your door. Once we are there the clock starts running and we charge for labor every quarter hour that we are on site. All of this was quoted and explained to her over the phone when she made the appointment. She also included a note on the invoice. In addition to explaining that she will not be paying the labor, as it was not authorized, (again she called us and requested we visit her apartment) the note states that she will never work with us again.

  
    We decided that we would cut our losses at this point as neither of us seemed interested in continuing our business together. The $92 labor charge was removed from the bill and she was marked in our system as No Further Work(NFW). We let this be and did not hear from her for many years.

  
    Our records show that on Sunday, September 5th, 2021, Ms. ****** called us again. This time it was for an emergency service for a leak. Because it was an emergency service our plumber got the call directly and did not have access to our database to see that Ms. ****** was designated as NFW. Once again our rates were quoted over the phone as they always are before anyone agrees to work with us. Our rates were agreed on and our plumber responded to the call. When our plumber arrived on site he shut off the water to the building. It does seem accurate that he found the issue to be in a different unit based on the notes. Our plumber fixed the issue and left. You can see his account on the attached invoice for this work (Document 03).

  
    Because our records show Ms. ************ was the one who called us, requested and authorized the work that makes her responsible for the bill, even if the work was not in her unit. While there is a second name on this bill we only have her contact information and cannot get in touch with anyone else about the outstanding balance. This bill remains unpaid.

  
    At the end of 2023 and into 2024 I started following up with customers who had outstanding balances to figure out resolutions we could come to that would make everyone happy. The effects of the Covid pandemic definitely lead to more leniency and lack of following up with customers in a timely manner about past due balances. On April 3rd, 2024 I left a voice message for Ms. ****** asking for a call back to discuss this outstanding balance and see if we could come to a resolution (see Document 04). I never received a response. We have never sent her to collections or done anything drastic like going after her for theft of labor. I have only wanted to discuss the bill with her and figure out how to proceed. Unfortunately, we have no other options at this point as she is unwilling to cooperate let alone speak with us and provide contact information for the other name on the bill. Instead we are just ignored. 

  
    On Monday, January 20th, 2025 Ms. ****** called us again for some work. Our dispatcher took the call and scheduled her. When he was doing so he found the unpaid balance and immediately called Ms. ****** back. He unfortunately received her voice mail and left her a message saying that we would be unable to do any work for her the next day unless her outstanding balance was taken care of. She has not returned that call. She instead left the ****** review mentioned at the beginning. As stated, I left her a voice message and responded to the review asking for her to call me. I am willing to work through this with her and come to a resolution but Ms. ****** refuses to talk to me. Her response to that was to report us to the BBB.

  
    Im sorry again that it has come to this and I hope that Ms. ****** and myself can come to a resolution soon. Thank you for considering our position. Please do not hesitate to reach out to me to discuss this matter further. You can reach me at ************************************* or by phone at ************.

  
  Sincerely,
  ******* ********
  

  
  

  Customer Answer

  Date: 01/29/2025

   
  Complaint: 22850816
  
  I am rejecting this response because:
  None of what ******* says is true! I have returned EVERY CALL, and he has NOT tried to reach me. There is absolutely no reason for me to have my name on the bill he is refering to, because the service was NOT provided to my unit. I was calling on behalf of my neighbor, and my name was put on the bill, against my knowledge! As far as 2014, I did pay for the service call, and instructed the plumber, not to repair anything. The plumber, went against my authorization, and charged me for repairs. I was told, that I did not have to pay for the unauthorized repairs, so I did not pay. Everything they are accusing me of, is unfounded and very bad business practices! If they knew I threatened to file a claim, it was because I did indeed return the call. I did give them time to call me back, which they NEVER did-so I followed through and filed a complaint!
  Sincerely,
  
  ***** ******