Complaints

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• Initial Complaint

  Date:02/16/2023

  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.

  Work performed on January 11, 2023. Service and workmanship excellent. Shortly thereafter I received an invoice for 794.66. An exorbitant amount for a technician who was on scene for approximately 2.5 - 3.0 hours and parts that range from $150.00 - $225.00 if I were to purchase them. I promptly request Gehringer for an itemized invoice to ascertain how they arrived at my final bill. I contacted Gehringer twice by phone, January 19th and January 25, 2023 and was flatly refused. I then sent an email detailing my concerns to Gehringer on February 03, 2023 and to this day have not had a response. I will attach the document I sent to Gehringer Mechanical.The two people I spoke with at Gehringer were **************************** Vice President and ****************************** Service Manager. The email letter was sent to ********************************************* **************************** Vice President and **************************** Executive Supervisor

  Business Response

  Date: 04/07/2023

  March 10, 2023
  
  To Whom It May Concern,
  
  In the above referenced case, we completed a service call on January 11, 2023 at the Customer’s residence.  We performed the work at the Customer’s request and then billed him appropriately.  We utilize an upfront pricing system to do our repair work.  This includes any time and/or materials that may be needed to complete the job. This is an industry wide standard.  We do this to keep pricing standardized across all Technician levels.  It is not fair to charge the customer more money for a slower Technician and less money for a faster Technician.  Materials are also not broken out as there are too many variables now with the internet.  Anybody can find parts on the internet, but the internet cannot warrant the parts, install the parts, have a technician explain the part and operation, etc.  This was all explained to the Customer.  On another note, this Customer has had previous work done by us utilizing this system and has never complained before.
  
  It was shortly after that the customer began to call and complain to us that the price was too high.  His only complaint, as I stated above, was that the price was too high and he could have gotten the parts cheaper off the internet. He demanded a breakdown of the bill.  As explained for the reasons above, we do not do that any longer.  In his complaint he even stated that our “Service and workmanship excellent.”  
  
  We have been in business over 37 years and have established ourselves as a quality, reputable Company that does great work at reasonable prices.  We did the work at his request and utilized an industry standard billing system.  While I am disappointed to lose a customer, this does not change the fact that we did nothing wrong in this instance.
  
  Sincerely,
  
  ** **** *******
  Vice President
  Gehringer Mechanical
  
  

  Customer Answer

  Date: 04/07/2023

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
  
  
   Complaint: ********
  
  
  
  I am rejecting this response because:
  
  Without an itemized invoice, which Gehringer adamantly refuses to provide, I can only come to the conclusion that Gehringer is hiding their billing practices to protect themselves.

  If Gehringer has nothing to hide then why is it so hard for them to itemize my bill. Their response is nothing but a fluff piece. 

  I'm not interested in how long they have been in business or any other extraneous info regarding their business. 

  It is obviously easier and more convenient for Gehringer to dismiss my request and lose a loyal customer than to own up to their questionable billing practices.

  Why give up a loyal customer? Why the stonewalling?

  As for Gehringer stating that his billing practice is an industry standard, that is totally incorrect and a falsification.

  Before I contacted the BBB I did my homework and contacted a few other well known business's in the area that perform the same work. I inquired about their billing practices and found that

  none of the business's contacted bill like Gehringer. All business's contacted told me they itemize their bills. When they inquired why, I informed them of my dilemma with Gehringer

  and they were shocked. Every business I contacted came to the same conclusion, and that is that they are hiding their overcharging. 

  In conclusion, 

  It is unfortunate Gehringer has continued with their grandiloquent responses and attitude. 

  All I wanted was an itemized bill. All I still want is an itemized bill. NOT THAT HARD. 

  But they would rather hide behind some billing standard rhetoric that we all know is just hogwash.

  
  
  Regards,
  
  
  
  ***** *******