Complaints

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• Initial Complaint

  Date:08/02/2023

  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.

  I still have not heard anything .. I need this taken care of. 

  

  Business Response

  Date: 09/19/2023

  This is from a job back in April this year. I looked into it after she initially left a bad ****** review stating essentially what she did below. Ive attached the text message chain from that day to this email, and based on what we are seeing her story doesnt add up.

  The job was scheduled for 12PM 4PM. She got a text message from us saying we would arrive between 12PM and 4PM, and she got that text message over 24 hours in advance.

  ***** dispatched to the job at 11:47AM, meaning he wouldnt have shown up early, he would have been right on time. The customer also got a text message when ***** was headed her way. She replies to the automated dispatch text 26 minutes later apologizing saying that the text went into her junk folder.

  She then says she will be there in 20 minutes (which would put her back at the house at 12:33PM). *********, our CSR, then asks if she could share the keypad code with us so that ***** could get started. The customer then says she doesnt know the code, and that she is walking home.

  ********* sends another text message at 12:40PM apologizing saying that we cant hold ************** any longer, he has been waiting 30 minutes at this point and we have no idea when or if she will show up, and to please call to reschedule. There was no reply. The customer sends one last text message at ******* saying she just got [home].

  So, the customer was not at her home at 12PM despite knowing that she had an appointment window of 12PM-4PM, and then after saying shed be back home in 20 minutes, she doesnt actually arrive back to her house for 38 minutes.

  In her complaint she says we were supposed to arrive between 1-2PM. There is no such record saying that was to be the case. The original work order from *** does not show that anywhere, there are no notes saying the 1-2PM arrival window was requested by anyone. Our standard appointment window would be 12-4pm.  If she was told 1PM-2PM it would have been by someone else, not us.

  We have our phone records show that ***** called the customer at *******. See the attached picture of the phone records from ****** work phone. The highlighted phone number is hers and shows that he tried to call her on 4/28 at 12:10PM to say he had arrived at her home.

  She is claiming to have text messages proving her story, but we also have those text messages (see attached) and it isnt showing what she is claiming to be true.