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:05/18/2023

  Type:Customer Service 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.

  In the beginning of April of 2023 Poo-Patrol had inquired of automatic payment for forwarding payments, I replied with this is something I will look in to but I never agreed or said in the words of “I will would like to set auto pay for my account”. Forward to May 17th, 2023 my husband had a payment taken out of his account for the amount of $******. Poo-Patrol said since I inquired of the auto pay that they assumed I wanted it and took a payment without mine or my husband’s knowledge. When I asked the owners to give me an explanation and all they could tell me is it’s been set up and would be taken out on the 12th of May. But the payment was taken on the 17th of May, which to me is confusing because if it’s supposed to be taken out on the 12th why are they charging me on the 17th ? I never agreed or signed any documents agreeing to any automatic payments to be taken from the card saved on file. If this was the case then I should have a recurring date that the payment would be taken each month and this was never discussed. It’s not about the money or the card they won’t remove on file, but it’s about them taking a payment without any authorization.

  

  Business Response

  Date: 05/30/2023

  This particular client has been habitually past due and we have constantly had to follow up and ask them to please pay their past due invoices since March of 2022.  We have had to previously suspend their services due to non payment also.  All of our customers have access to their client payment portal where they can save their card, switch card info, and make payments. This customer paid her last past due invoice from December on April 17th.  She then texted us that same day asking us to do a Spring Cleanup for her.  We really weren't interested in doing any other services for her since it's always difficult to collect payment. But, in her text on 4/17 she said they would need to set up autopay if that's possible.  So that made us feel more comfortable with doing more services for her again.  We replied via text right back to her that we will help her with her spring cleanup and weekly service going forward.  We let her know we will set up automatic payments for her, no problem.  Client responded back asking us to do it as soon as we could.  We texted all appointment confirmations so she knew when services would be.  So, when we did the Spring Cleanup for her on May 2nd,  we tried to process the card she had on file which did not go through.  So we texted her the invoice and let her know we tried to pay it for her with the card she had stored and it did not go through.  Client responded via text that the primary card might be expired she thought.  She said the invoice showed it was due by the 12th and she would pay it by then.  We had no problem with that and said that would be fine. (Autopay for Spring Cleanups are done immediately following completion of service, but since we had to send a manual invoice they always show 10 days till due).  On May 12th the client still had not paid their bill like she said she would.  We tried processing the card for her again but it still did not go through. I should also note that the client received automated invoice reminders every 5 days about the invoice due. Then on May 17th we tried again and the payment went through.  

  She then texted us asking why we took payment, which we explained. She said the card was her husbands and that was an issue.  That is a card they used to pay and saved in their client hub to pay.  They can make any changes they want.  We don't pick the card or change anything.  She can still go in there and change it now if she'd like.  We refunded the payment that she owed back to her and let her know it is past due and she can manually pay it herself. And we let her know her last invoice would be due on May 31st for her regular weekly cleanups we have done for her since the Spring Cleanup, so please plan accordingly. Even after we refunded her money that was owed to us to avoid any further text disagreement, the client still went and made a complaint.

  Bottom line is that as of today (May 30th) she still has not paid us for the May 12th bill.

  We made every attempt to explain the situation and were generous to refund our payment back to her.  We would ask that she pays her invoice asap.

  Customer Answer

  Date: 05/30/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:

  If I were to have set up an automatic payment then why wasn’t there any paperwork or an automatic due date to make me aware of this. 
  
  Sincerely,
  
  
  
  Annie **********

  Customer Answer

  Date: 05/30/2023

  I will also like to add that Poo Patrol says our account is past due, will that wasn’t the case until they took the payment on the account and said they credited back the payment of *** dollars. We have yet to still receive this refund of the payment and looks like we still paid the amount on our end. Also the payment the took on the card from the account is all in my husbands name “Bush ********”. My name “Annie **********” is not attached to this account in any way shape or form. So how or why would I be giving authentication to an account this isn’t mine to be begin with? I am upset with what started this is because they save cards on file that you cannot remove and Bush has asked multiple times that he does not want his card information saved with them because he doesn’t trust their payment system.  Bush, also, never once gave authorization for automatic payments on his accounts or cards not once. 

  

  Business Response

  Date: 06/06/2023

  We have included some screenshots showing that Annie asked us on 2 occasions to start Auto-pay for her.  Also, when she was 3 months past due in the past, her husband Bush texted us from his cell asking us to send all 3 invoices so that HE could get them paid.  You can see in the screenshot that we sent the invoices to Annie (We cannot send to someone who is not in our system, that's why they had to go to her instead of Bush).  Once again, I want to reiterate that the customer added their card (Bush's card) to pay at that time.  They have complete control over which card they want to use and enter/delete in their client portal.  They had Bush's card in there so the system is going to charge whatever card they have marked as their "default" card.  She never told us not to do the Auto-pay she requested.  We feel this complaint is unwarranted.  We even refunded the payment in question in good faith and asked the customer to pay the invoice herself please.  As of tonight, that invoice has still not been paid.  We reached out to verify that the customer received her refund a while ago and did not get a response back.

  The bottom line is we appreciate Annie's business but it has been very difficult to get paid for the services we have provided over the last year-and-a-half. We really focus on taking great care of our customers and feel this complaint is completely unwarranted.  Outside of just writing off $*** of money owed, what are we supposed to do?  Hopefully, the customer will do the right thing and pay their 2 invoices.  They can use whatever card they would like to pay.  

   

   

  Customer Answer

  Date: 06/07/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:

  Bush and I believe this company is in the wrong and still under the impression that there was no auto pay taken to the account. 
  
  Sincerely,
  
  
  
  Annie **********

  

  Business Response

  Date: 06/16/2023

  According to BBB guidelines for filing a complain, BBB handles complaints relating to transactions for customers who want a resolution such as a refund, repair, or replacement. Since Poo-Patrol voluntarily refunded the automatic payment (written proof of Annie's automatic payment request was previously provided), this complaint should be considered null and void. At no point during the complaint and response process has Annie stated what resolution she wants, even when we asked in our response. Because she has not abided by BBB guidelines regarding resolution, this complaint should be null and void.

  BBB guidelines state the consumer should have contacted the business at least once to resolve the issue and complaint must meet BBB Complaint Acceptance Guidelines. Poo-Patrol voluntarily refunded Annie's automatic payment in good faith the day she texted us (and PRIOR to the date of her BBB complaint) and at no written or verbal request of Annie's. All text documentation proving this can be provided to BBB. According to the guidelines, this complaint is invalid since it was resolved prior to the complaint filing.

  Any remarks documented in this complaint by Annie have been proven to be false via text documentation that we have provided to BBB, therefore this complaint should be considered null and void based on it being filed under false pretenses.

  Any and all history of written communication further proving Annie's history of late payments can be provided to BBB. Annie is now two payments past due we feel this is simply a tactic on her part to avoid payment for services. We formally request this complaint be thrown out without prejudice against Poo-Patrol and  stricken from our positive record with BBB.  We once again ask for Annie to pay the now two past due invoices she owes for services she requested.