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:02/28/2024

  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.

  Johnson heating and supply did some maintenance work on our air conditioner back in 2021 to the tune of $233. The work was fine however they allegedly never charged our card. Although the card number was provided and signed for at the time of service. We have no way to verify if the card was charged because they did not contact us for almost 7 months and we had switched banks in the meantime. They have now turned us over to a collections company with no additional proof that we owe them. We have told them that it is not our fault that their technician never ran the card or forwarded it to accounts receivable to be run. We believe we paid for the service and do not wish to pay them again.

  Business Response

  Date: 03/12/2024

  Below is a recap of the steps we have taken with the customer since work was performed.

  08/13/21 – work performed under Coastal system with paper work-order. Card # provided to technician.  Bookkeeper has post-it on work-order with customer’s name and phone – doesn’t say why. (maybe to call and confirm/clarify card#?)
  08/14?/21: invoice printed and mailed to customer showing balance due
  02/24/22: first past due letter sent to customer with response requested by 3/9/22
  4/14/22: second past due letter sent (no response from first)
  10/17/22: another “2nd” letter sent (no response from 4/14/22 letter)
  11/07/22: letter #3 sent, with notice we will not service and we will initiate formal collection action
  Subsequent to this letter, customer did contact us saying he had already paid the invoice.
  We searched our merchant accounts and could not find any record of his payment
  We requested a copy of his statement showing the payment so that we could approach our payment processor for further research
  12/07/22: we sent another letter to customer explaining that we had no record of payment, and we requested a copy of his proof of payment again.
  01/03/23: we sent another letter requesting proof of payment again along with a copy of the 12/07/22 letter.
  02/01/23: we sent another letter noting that we had not received the requested information and cannot provide further service until payment is made and that the formal collection process may begin unless the account is paid.
  04/12/23: account was submitted to Collections
  04/14/23 – 06/13/23: 3 letters sent by collection agency
  08/16/23: 1st collection letter from collection agency sent as part of intensive collection effort
  10/07/23: Customer filed dispute with collection agency.  Their notes state “consumer states paid client unwilling to give payment information:”
  12/07/23: I discovered that a dispute had been filed by customer with IC System concerning our collection action on 10/07/23.  I had not received prior notice from the collection agency due to email notifications being interrupted due to a system conversion on their end.
  02/12/24: I responded to collection agency with copies of our attempts to collect
  02/21/24: Collection agency considered our response sufficient to substantiate our claim
  02/23/24: Agency mailed letter to customer indicating validity of debt was substantiated.
  02/29/24: BBB sent letter to us about a complaint filed by customer on 02/28/24 which we received 03/05/24+

  Bottom Line:  We have no record of payment from this customer and have received no proof from him that he has paid.  but as a step of good faith we are willing to end the collection effort and close this matter.

  Customer Answer

  Date: 03/12/2024

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