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:05/08/2024

  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.

  The first two years I used Cayce they were great. But in the last year they have changed billing systems, office management, or other, and my account has been perpetually WRONG. I pay my bill every month as soon as I receive it. Lately, I don't GET a bill and have to call and beg that one be sent. It's been over a week since my last request and still no bill. I received a text message from their billing software (not an invoice) which shows misapplied payments and late fees that I should not have been charged for services I have not even received! I changed my payment method at the first of the year from annual to monthly and they're still sending me late notices via text. I NEVER signed up for electronic billing and have asked numerous times to correct that, because I only pay from a HARD COPY INVOICE. Last year I did pay on line once or twice for my own convenience (out of town) and since then they've quit billing me... but continue to misapply and charge late fees. Their Office personnel do not follow through with requests, do not even attempt to fix problems, and if I get notice that my account has been reported to the credit bureau as delinquent, there is going to be hell to pay. They are TERRIBLE to do business with. My HOA must have discovered the same thing because they quit using Cayce this year. I JUST WANT MY ACCOUNT CORRECTED !

  

  Business Response

  Date: 05/09/2024

  We apologize for any confusion on our behalf. Our new software defaults to paperless but your account had been marked as “prefers paper” per your request and our office has mailed additional invoices upon request but unfortunately cannot guarantee when they arrive to you. The HOA also expressed that they had found better pricing elsewhere. We would love to remedy this situation but are unsure what else can be done on our end to provide satisfaction.

  Customer Answer

  Date: 05/10/2024

  I am rejecting this response because: I can empathize with working out the kinks of new software. I’m not unreasonable.  But I’d like to see, and hereby request, a statement of my account to see if the late fees are removed and make sure my payments were applied and charges are billed correctly.  
  I have a payment I’m anxious to make for March’s mosquito service but am waiting to receive the bill supposedly mailed over a week ago, so I can attach a copy of it with my payment lest it gets misapplied also.  
  The service for April is coming up so I need Cayce to please get my bill corrected before my next service.  
  
  Sincerely,
  Jennett P******

  Customer Answer

  Date: 05/13/2024

  Please close this complaint.  I was finally able to speak To the owner directly, a very nice man, and he made the adjustments to my account that I had complaints about. I paid what I owed, and I am now current and satisfied with my service  

  I just want to thank Mr. and the young lady who assisted me at the counter when I went in this morning. They were both very customer oriented and very nice. I am very satisfied.