ComplaintsforBayside Equipment Company

• Initial Complaint

  09/05/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I am a long term client of this company. We have paid for all regular servicing of our generator and for trouble-shooting visits. After some recent servicing, a number of problems, including a failed relay, a failed battery, failure to exercise properly and we paid for all that. One technician mentioned during the May visit that we needed a new fan belt and reported that on a prior visit it was noted that is was stretching a lot. I asked why we were not told and why one wasn't ordered- there was no explanation. On May 8th, the report indicated that the coolant level was full. The explanation for charges on the 7/21/23 visit included filling the coolant (again?) and installing the fanbelt. We were charged another $320 for installation of a $23 fanbelt and never told that we would be charged for a full service visit. When a follow-up visit was required for the failed relay, we were not charged. When correction of a problem that was identified during a paid service visit is charged as another full service visit, there is no transparency. In good faith, I paid for the visit on 5/8/23 and for the fanbelt. I am disputing the travel charges as I was never informed directly of them.

  

  Business response

  09/22/2023

  We performed some generator repairs for this customer and when we sent two legitimate invoices, they told us how much labor they were willing to pay for our services, which was less than the amount on the invoices. I had sent a polite letter to them explaining each of the services, which resulted in them filing a complaint with the BBB. This customer has two past due invoices with us that are still unpaid as of 9-20-23. We would like to resolve this issue, but these past due invoices will need to be paid in full. The services were performed on 5-8-23 and 7-21-23. ******

  Customer response

  09/22/2023

   
  Complaint: 20558102
  
  I am rejecting this response because: I paid for services provided, in good faith, on 8/20/23.  We were never told we would be charged for travel time again, as in the past, corrections were made to problems identified after a prior service visit without charging for travel time (e.g. battery). The technician noted on the May visit that it had been noted that the fan belt was stretching on a prior visit. Therefore, we were not expecting an additional $320 charge. As noted in my earlier correspondence, we have been customers of Bay Equipment for over 15 years and never had a problem before.  I am proposing that we split the difference for the travel time as this is clearly an issue of poor communication.  

  
  Sincerely,
  
  *************************

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