Complaints

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• Initial Complaint

  Date:02/09/2023

  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.

  I signed a contract with Proterra for one year beginning in May of 2021, so my contract should have ended at that time as stated on my contract. It clearly states that when my contract ends, I will be on a service to service basis and will be billed AFTER the service is completed. I have not received any service from them since May of 2022, yet I was being charged $48.92 each month after my contract ended. I was contacted by Proterra numerous times and threatened to be sent to collections for my refusal to pay after my credit card was declined even though I had requested numerous times to cancel my account with them. They refused since I did not want to call and talk to them regarding this since I did not believe that there was any reason to do so. They demanded that I call or they would not honor my request, although I had done so in writing and had not received any services from them. Upon receiving the threat of collections I looked at my contract and realized that I was being charged for services that I did not receive at all and since it was clearly stated that I would only be charged after the service was performed and on a service to service basis after the contract expired. So I requested that the money they took from me be refunded and they assured me that it would, however, I was only issued a partial refund. Although my contract expired in May 2022 I was only reimbursed from August 2022 even though I have not had any service from them since May of ***************************** my contract what the terms are. I should have only been charged on a service to service basis and only AFTER the service was performed.Also, when trying to access my account to view my contract, I saw it had been removed from my account. I requested a copy, which was emailed to me, but I am no longer able to access this information from them once more. Luckily I downloaded a copy which I have included below. I am disgusted with this company and the way they do business.

  Business Response

  Date: 03/14/2023

  To Whom it May *************************** you for reaching out regarding the complaint filed by our customer. 
   
  The issue seems to be that the customer:
   
  a. Didnt know the contract would extend after the initial term and
  b. She feels that payment happens only after service.
   
  For this, she is seeking a refund. Before I get into the details, here is our written response to the customer when she was asking for a full refund.
   
  Hi [customer first name],
   
  Thank you for reaching out. We have refunded everything since May 2022. We took off the past due balance that was on the account after that. You were only charged for the one year of service with us. May 2021 May 2022. The refunds were from the months of June 2022-October 2022 payments, and the past due balance from November 2022 until February 2023 was taken off the account. Let us know if you have any questions!
   
  Thank you
   
  To me, this issue was handled nicely by our customer service team. 
   
  The details look like this: 
   
  Regarding the services extending beyond the initial term, the contract states after outlining the term length: the ******************* Subscription will then extend beyond the subscription schedule on a service-to-service basis.
   
  Regarding the point of no payment until after the service is performed, I put two points forward for consideration. The first is that for the year she was with us, she paid a monthly subscription price of $45 per month plus tax and was serviced seasonally, which means a minimum of four services. Thus, she was paying for months where services had not been rendered during her time with us. The second point is that nowhere in the contract does it say that payment only happens after a service is performed, even when it moves to a service-to-service basis. This means that it is reasonable that the conditions that existed in her first year of service with us would continueshe pays a monthly subscription fee and we continue to service seasonally. That is all that happened.
   
  But again, this has been refunded in full as stated above. I am unclear what more can be done at this point.
   
  Best Regards, 
   
  ***************************
  Proterra Pest Control of **********