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:02/12/2023

  Type:Service or Repair 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.

  I made an appointment with Robertson Electric for December 29, 2022 to check my pressure tank. Before making the appointment, I asked how much it would cost, and was told $140 for the diagnostic fee and $40 for every 15 minutes thereafter.When the technician finished evaluating the problem and was going to write up the charge, I mentioned having a $20 coupon so he wouldnt need to rewrite everything. I found a $10 "mileage fee" on the bill that hadn't been mentioned previously when I had explicitly asked for the costs involved. This charge also appeared when I had the repair completed on January 16, 2023. Because I wasn't informed of the "mileage fee" ahead of time when I asked for costs, I feel it's unethical to charge me. By not mentioning it when I originally called, I couldn't compare costs accurately with other companies, which--as I found out afterwards--don't charge this fee.I also feel overcharged for the repair. I ALWAYS WRITE DOWN the time repairmen arrive and finish the job; in this case, 9:06 AM and 10:36 AM, respectively. I was charged for 105 minutes (the invoice says they were here 9 AM to 10:45 AM), apparently making me pay for the time they took to write the bill. I shouldn't be charged at skilled repairmen rates for the 15 minutes the men claimed it took for them to let me know how much I owe!I also had to ask that the diagnostic fee be deducted from the bill, even though that is typical procedure when you have the diagnosing company come back to do the work instead of getting someone else to do it. Then I was told I couldnt get my 10% off the repair customers with a maintenance agreement are supposed to receive on repairs.I'm asking for reimbursement of the undisclosed "mileage charges" ($20), the 15 mins. to write the bill ($40), and the 10% off the repair customers are supposed to get if they have a maintenance agreementfor me, $89.60.Total refund, please: $149.60.

  Business Response

  Date: 03/03/2023

  
  

  
  
  

  I have included both invoices with notes in the bottom left section of the invoice. As stated in the agreement a Customer can only use 1 coupon per visit and we except the larger of the 2. That is why she was given a $20.00 discount for the coupon on 12/29/22 ILO of $14.00 for the *** agreement. In regard to the call on 1/16/23 the customer should have gotten a 10% discount off the subtotal of $1022.00 however, she received a $136.00 discount. (seen on invoice #******) I agree that she should not be charged a fuel charge when not made aware of. She should receive the following credits, $10.00 fuel charge for each visit = $20.00 along with a credit of $40.00 to write up invoice totaling $60.00. 

  We will include the 10% *** discount for invoice #****** bring a total refund of $74.00. A refund will be applied to credit card used on previous payments 

  
  

  
  

  Thanks
  

  *****

  Business Response

  Date: 03/03/2023

  I have included both invoices with notes in the bottom left section of the invoice. As stated in the agreement a Customer can only use 1 coupon per visit and we except the larger of the 2. That is why she was given a $20.00 discount for the coupon on 12/29/22 ILO of $14.00 for the *** agreement. In regard to the call on 1/16/23 the customer should have gotten a 10% discount off the subtotal of $1022.00 however, she received a $136.00 discount. (seen on invoice #******) I agree that she should not be charged a fuel charge when not made aware of. She should receive the following credits, $10.00 fuel charge for each visit = $20.00 along with a credit of $40.00 to write up invoice totaling $60.00. 

  We will include the 10% *** discount for invoice #****** bring a total refund of $74.00. A refund will be applied to credit card used on previous payments 

  
  

  Thanks
  

  *****

  Customer Answer

  Date: 03/03/2023

  [A default letter is provided here which indicates your acceptance of the business's offer.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the offer made by the business in reference to complaint ID ********, and find it quite reasonable. It helps to restore my faith in this business, as I was deeply disappointed by what happened as I'd thought more highly of them.  Their response was very kind and means a lot to me. I will wait for the business to perform this action and, if it does, I will consider this complaint resolved. If the company does not perform as promised, I will get back to you at: *********************************************** Thanks ever so much for your assistance and thanks to Robertson Electric for their benevolent response. I deeply appreciate both.
  
  Regards,
  
  ***************************