ComplaintsforMatthew Roberts Inc.

• Initial Complaint

  07/29/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Matthew Roberts Inc. have been providing maintenance for my AC unit in the past 2 years. On July 27 my AC stop working and I contacted Matthew Roberts Inc. They informed me that the blower motor was not functioning and had to be replaced. They replaced and provided me with an invoice for $1,348.31 which I does not itemized what the labor and parts cost. I paid the charge. I requested an itemized invoice and they asked me to speak to the manager and request it. I spoke to the Kevin, The Service Manager on July 29. He is refusing to provide an itemized invoice for the charges. I will like an itemized invoice of my charges. I am enclosing a copy of the invoice I paid on July 27, 2022. Please let me know if you need additional information.

  Business response

  09/20/2022

  Business Response /* (1000, 5, 2022/08/03) */ Contact Name and Title: Matthew Roberts Contact Phone: 407-365-1222 Contact Email: [email protected] Customer called after hours indicating that the system was not running. The technician informed the customer that it would be billable at our overtime rate and the customer agreed. After diagnosing the system, it was determined that the blower motor required replacement. Technician quoted the customer the price on site and the customer approved the repair. Upon completion the customer signed the invoice and paid the bill in full. The customer called our office afterwards and wanted a breakdown of the cost. Our staff does not have this ability because we utilize flat rate pricing format that is commonly use in the service industry. We would be happy to reimburse the customer (minus the overtime diagnostic fee) and remove the new motor installed during normal business hours. If the customer has any further questions or concerns, please feel free to contact our office. A response from the customer would be appreciated on this resolution within the next 5 working days. Consumer Response /* (3000, 7, 2022/08/07) */ (The consumer indicated he/she DID NOT accept the response from the business.) I requested an itemized invoice. Hidden prices are a red flag to me.If they can figure how much to charge for the diagnostic fee, they can itemize the invoice. I can't force them to do so, but I can find another company that is transparent and does not mind displaying their prices. Business Response /* (4000, 13, 2022/08/29) */ In an effort to satisfy this complaint, we are willing to reimburse the customer for her costs on the job approved and completed, as previously stated. We will extend this another 3 days, should the customer wish to accept. Matthew Roberts, Inc.

*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. ↩