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:06/19/2023

  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.

  Dear ***/*****,I am filing a complaint against ********, located at ***************************************************On December 19, I requested an HVAC inspection at ******************************************************. ******** quoted a $99 service call, which I agreed to. However, I received an unauthorized $400 invoice. ******** claims they attempted to contact me, missed due to work, and proceeded with unauthorized and ineffective repairs. They also sent an $8000 new unit estimate, raising business practice concerns.I disputed the unauthorized charges however, *****, the owner of ******** responded inappropriately, resorting to name-calling and a condescending tone. This interaction escalated to the point where he threatened to visit my residence to collect payment and to file a mechanic's lien against my property. This was a referral from another contractor which made me even more shocked at his handling of the situation.Despite harassment and threats of late penalties, I have paid the agreed $99 service call fee. I engaged another provider to fix the unresolved heating issue.Please find attached the invoice from ********. I can also provide the certified mail receipt that was sent with my payment as well as the payment to the other provider. This other provider, by the way, also can confirm that the necessary repairs were not performed.I request BBB's assistance in mediating this dispute with ********. My aim is to cease the threats and intimidation from the owner and clarify unauthorized charges are not acceptable.Thank you for your attention.Sincerely,*********************** **************

  Business Response

  Date: 06/19/2023

  I'm going to keep this response to this complaint short and direct.

  We received a call for service on December 15, 2022.  Our technician arrived on site and performed the service.  After the technician performed the service we informed the contact on site what we needed to do to get the heat back up and running at that moment.  We received approval and performed the work from the contact person on site.  The system was working and heating at the end of the provided service.  We did provided additional recommendations and cost for the existing equipment to keep it running and with the age of the equipment we provided a system replacement quote for future planning purposes only as we do for all of our customers with 10 year old plus equipment.  

  *********************** has been avoiding communication with us from the moment we reached out for payment and I believe this was his plan all along.  He has been contacted more than ten different times by phone, email, or text for payment.  We did not receive a response till we finally texted him from a number he didn't recognized and he responded back.  During that exchange I firmly told him payment was due and I would be stopping by to collect payment.  He asked me not to come by so my next course of action is a mechanical lien in which I will be filing.  In my opinion this was ****** plan from the beginning to hire a company to go to a rental and then avoid responding and paying the bill by saying the contact person on site who we dealt with didn't have right to approve the work yet he scheduled the call and knew we would be there.  We received his $99 check but will not be accepting it as it is not the full payment for the work provided.  He has contacted BBB today as a attempt to have me back off on my stance of filing a lien on his property. 

  This invoice is due and we will make no adjustment to the invoice.

  Additional information can be provided if requested. 

  Customer Answer

  Date: 06/20/2023

   
  Complaint: 20204678
  
  I am rejecting this response because:

  B&T clearly is acknowledging here that they did not authorize permission from the customer (me) to perform necessary repairs. ***** even spoke with me on the phone and said "we did as best as we could with the information provided." Which appears to be a gloss-over statement for "we made an executive decision without quoting you or asking you" which is not permitted under ** law. The screenshots attached also show a conversation with another HVAC provider who clearly provides evidence that the unit was not working despite what B&T told me.

  I am not seeking a refund or damages or anything, I simply want them to leave me alone because it is causing my wife and I distress while they attempt to contact me (also not allowed to harass an individual endlessly for non-payment under ** law, even for collection companies). I paid for what I was quoted, and any threats of liens or in person payment are not acceptable. 

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

  Business Response

  Date: 06/20/2023

  Our response is self explanatory. Our on site contact person approved the work.  System was heating when we left.  Additional recommendation were made to keep the system from additional failures.  Payment is due.  If payment isnt received a lien will be filed.  

  Customer Answer

  Date: 06/22/2023

   
  Complaint: 20204678
  
  I am rejecting this response because:

  Of the points made in my previous response.
  
  Sincerely,
  
  ***********************