ComplaintsforTankless Water Heaters of Orlando LLC

• Initial Complaint

  01/06/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Double Billing - not keeping up with their books, and invoicing me for services already paid:Statement: I had my two tankless water heaters serviced more than a year and two months ago. I paid for the service in cash and was given a receipt for that payment. ******** from the billing department reached out to me and claimed that there is still an outstanding invoice, for the same amount that I paid in cash. She sent me an invoice via email with no explanation. I attempted to provide her with a copy of my receipt and also, I tried discussing the matter over the telephone several times, but i was hung up on when the front desk tried to connect me. I plan to open a case with the State Attorney General to try to rectify this situation, however they, the **** recommended that I contact the Better Business Bureau.

  Business response

  01/10/2023

  Due to a billing error in our computer system, we sent an open invoice to the client (MG). He called, which I spoke to him, and he stated that he had paid the invoice prior, and I asked for him to please just to send over a copy of the paid statement, which he said he would and when I received it, I would correct in our computer system. He then emailed over the copy, I cleared out of our system and re-emailed him the paid statement.
  
  He called and I was on the phone with a county office and then called him back when I got off the phone. He then stated that he was going to contact the ************************ although the issue was resolved. I informed him that there was no need to contact the Attorney General, as it again was resolved. It was a human error.

  Customer response

  01/11/2023

  (The consumer indicated he/she DID NOT accept the response from the business.)
  Thank you for taking my complaint seriously. The company is not being truthful. They lack veracity in their response, and they are "sugarcoating" the interaction. I felt very threatened and I almost paid the invoice again, because they pursued it as if they were forthright in their attempt to collect. I did contact the ******* Attorney General and opened a case for investigation. I do want to address the responses by the company -
  The business is "sugar coating" their response. My one conversation with them (Outgoing Call at 4:22 pm on Friday, January 6, 2023) was not a pleasant exchange and they told me that "their BOOKS show that I still owe the money." Non-negotiable and they had the "high ground!" They said that I needed my bank to provide a statement that showed that I paid the invoice and that the funds left my bank account. She did not realize that I had a receipt provided from them, the business, issued on the day that I actually paid the invoice.
  I am a 100% service-disabled veteran and I feel that this was an attempt to collect on an invoice that had already been paid.
  Attached is the actual invoice they sent to me: Read it for yourself. It is proof of exactly what they told me in writing, which is proof that there is a lack of veracity in their response:
  Dear *************************:
  Your invoice-**** for ****** is attached. Please remit payment at your earliest convenience.
  The Second attachment is further proof that they did not return my call. I submit for you to review, five (5) outgoing calls to the company as I tried to correct this issue. The first call was answered, and the rest...they hung up on me. I provided the ************************* mpeg files that contain the actual conversations, and the hang **** I can provide this information to the BBB as well, however, I think my three attachments show that this company is lying. Please send them a copy and tell them to get their story straight. It should be very easy for them to show you a copy of their phone records where "THEY CALLED ME BACK!" Unless they lied, or will say "we thought we called him back." Attached is all my proof.
  
  Attachments:
  1.Copy of their original invoice
  2.Record of phone calls
  3.Five outgoing phone calls from me to company; no return calls
  
  See Attachment/File: Proof they did not call me Only outgoing calls to them

  Business response

  01/12/2023

  
  Due to a billing error in our computer system, we sent an open invoice to the client (MG). He called, which I spoke to him, and he stated that he had paid the invoice prior, and I asked for him to please just to send over a copy of the paid statement, which he said he would and when I received it, I would correct in our computer system. He then emailed over the copy, I cleared out of our system and re-emailed him the paid statement.
  
  He called and I was on the phone with a county office and then called him back when I got off the phone. He then stated that he was going to contact the ************************ although the issue was resolved. I informed him that there was no need to contact the Attorney General, as it again was resolved. It was a human error.
  
  We were not double billing, we re-sent an invoice over as it was open on our system. Once he sent over the paid receipt, which (as he noted) we did send him originally, the matter was closed and resolved.
  
  We have noted his account and will not contact him .
  
  We apologize for this issue. It was not intentional. Again, it was not intentional and we made an error. I apologize for the error.

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