Complaints

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• Initial Complaint

  Date:11/27/2022

  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.

  August 4 I received an initial invoice and contacted the pipe doctor three times to have the bill corrected because I had an individual come out and he left with no water pressure to my house, they sent out another plumber to fix the situation, the initial part was $200. The second person that came out took that part because it was a faulty part and I purchased a part from Lowe's and he replaced that part. I was told that because the second plumber took the initial part that was $200 that the bill would be adjusted properly. That did not happen until September 16. At that time they said that they would email me a copy and I waited for a copy to come in the mail for me to send a check with it. I never received a bill in the mail until today November 23 I received a lien notice and then requesting $300 for a collection fee. I feel this is poor practice when not everybody does online billing and expects a tangible copy. I was not going to take time off to go to a library and mail it. The person on the phone when I called about the lien letter stated she saw that I read it and I knew that I owed a bill. I tried to reiterate to her that I don't do the online billing. She refused to assist me and wanted to keep reminding me that I was in the wrong and refused to remedy their lack of not sending a bill.
  

  

  Business Response

  Date: 01/09/2023

  Business Response /* (1000, 9, 2022/12/21) */
  There had been a couple of text sent to on 9/2 and 9/9 that she chose not to respond to. I was finally able to get in touch with her on 9/16 in which we discussed her invoice. As of that date her invoice was 42 days past due.
  She stated that she had bought the replacement PRV for the repair and that she needed a credit for that. I also explained to her in the conversation that it was industry standard for the tech to remove all the waste from the repair unless the homeowner request otherwise. No request was made. During this same conversation we agreed that I would apply a $200.00 credit and that she would pay the remaining balance. This credit was over and above the cost of the PRV. I adjusted the invoice and emailed her a copy. She viewed that email on 9/16. I also emailed a copy on 9/19, 10/4, and 10/14 which she viewed on 10/14. That was an additional 30 days to pay her invoice - at this point her invoice was over 60 days past due. It is company policy that if invoices have not been paid at 60 days past due we have the option to file a lien. At that point I felt that we had upheld our end of the agreement (credit that she requested had been applied as of 9/16) however, her invoice still remains unpaid. At that point we continued with filing a lien as her invoice was over 60 days past due.