Complaints

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• Initial Complaint

  Date:05/04/2023

  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.

  After completing contracted service work, we have repeatedly attempted to terminate services from Louisville Geek. We are continuously build for services that were not requested and not performed. I have repeatedly contacted their billing department to have these invoices rescinded, however they still send 'phantom invoices' randomly in the hopes that they will be paid. The first two times this happened I wrote it off as a possible error on the bookkeeper's side. However, this has now occurred 7-8 times, so I believe it is intentional. Their "autopay" service is designed to support autopayment of invoices less than a given dollar amount. I believe that is part of the strategy to slip these invoices in 'under the radar' in order to receive payment for services never performed without the billed client noticing. My most recent contact ended with being told that I will here from them after they take days off for the Kentucky Derby and various other personal holidays.

  Business Response

  Date: 06/13/2023

  Good afternoon,

   

  Please see the attached voicemail, below ticket notes, and attached credit memo.

   

  This alert was a proactive alert sent out through our security vendor regarding an open vulnerability with the particular brand of firewall that Steven’s firm has that we feel obligated to alert him to. Our engineer called him to ensure that we checked his version and had an exchange via our ticketing system on this issue as you can see below. Attached you will also find the voice message conversation with Steve in which he repeatedly berated my new Finance Coordinator and calls us “criminal” despite us doing the right thing and verifying with him that they did not have a vulnerable firewall and makes a very strong and completely incorrect claim regarding how we operate our business.

   

  Autopay on our billing portal is a function that clients set up and have full access to turn off at any time.

   

  In addition, without hesitation, we credited the invoice for working these alerts in full the same day he called in to complain.

   

  Ticket entries:

   

   

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