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:08/11/2023

  Type:Billing Issues
  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.

  Date of the transaction: April 2023 What the business committed to provide to us: HVAC services (gas heating)The nature of the dispute: $80.00 diagnostic fee was never discussed prior to scheduling the technician. $80.00 was not mentioned prior to any services being rendered. Our issue is being charged any fees prior to being informed or agreeing to such fees. It is bad business to charge fees without informing the customer ahead of time as prices should be agreed upon prior to services rendered.If vendors were able to charge fees prior to customers 1.) being fully informed of any/all fees, and 2.) actually agreeing to them, then the sky is the limit on any outrageous fees that vendors wish to collect.We have contacted the business to dispute the diagnostic fee that we were not informed of prior to scheduling. We were never informed of a diagnostic fee, nor did we agree to pay one. If we were properly informed of a diagnostic fee of $80.00, we would have chosen a different vendor. Nowhere on their website is the $80.00 diagnostic fee ever mentioned. However, multiple times their website mentions "Free Estimates!" at *************************************************** The individual who spoke to us and scheduled the technician is also the same individual who invoiced us, and has refused the adjust the billing.Job # **** Invoice # I-****

  Business Response

  Date: 08/18/2023

  We were only contacted 1 time August 9, 2023 regarding this issue.  The bill was originally sent to the customer in April of 2023. The customer called our business to come out and check her HVAC equipment, upon diagnosing the equipment, ************** found that the gas had been cut off to the house. We have a standard $80 diagnostic fee for all service related calls. If the customer was not informed of the diagnostic fee, that is our fault. I have responded to the customer email and apologized if she wasn't properly informed of the diagnostic fee. I have revised her invoice with $0 balance. We will add the diagnostic fee information to our website. This service call was just that, not an estimate, the call was not free. Although she was not informed, it falls on us. I do not agree with her decision to file a complaint against ** when she only contacted us 1 time and didn't give us any time to respond, when the original invoice was sent in April...5 months prior to her contacting us. 

  Customer Answer

  Date: 08/21/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to my complaint, and find that this resolution is satisfactory to me.
  
  Thank you.