ComplaintsforBeeson Mechanical Service, Inc.

• Initial Complaint

  02/23/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Unresolved

  More info

  On 11/23/22, I contacted Beeson to repair the heat at my home. They replaced a capacitor to the condenser unit (MSRP: $15.48) and invoice was $540.48. I was given a contract upon service, I agreed, signed, and paid in full. The next week (12/1/22) the heating failed. I called Beeson. I spoke with ***, the customer ********************** rep. ** scheduled a visit for that day (12/2) on the basis that it was a return visit for the same problem. I voiced my concern that the previous bill was extremely high for such an inexpensive component and minimal fix. She apologized and reassured me this follow up visit was considered as same problem since exact same fuse on transformer was tripped. They came to my home on 12/2 under a clear disclaimer that **** was not a troubleshooter, but only an installer. He replaced 1x 3 amp fuse and 1x thermostat. ** shook hands and he left. There was never mention of new contract. *** called me and reached my voicemail because I was in virtual meetings (having to make due with work from home again). I have recorded the transcript and she was only checking in to see if heat worked, again, no mention of new contract. On 1/9/23, 38 days after the service, I received an invoice via Email. The invoice ($833.87) forged my signature. This dashed signing is easily distinguishable between my actual signature on the first invoice that was paid out immediately while the technician was still on site. I never saw, heard, agreed to nor acknowledged this invoice until seeing it for the first time on 1/9. I called 3x over next 10 days (phone logs) to question the nature of this invoice. I was told each time from ***, she emailed ******, who would return my call. There was no callback. Rather, 1/30/23 I received a Mechanics Lien through postage mail. I immediately documented everything. On 1/31/23 I missed work again and visited Beeson Mechanical since I could not reach ******. I spoke with ****** in person. 2/17 she emailed saying she finds no reason to stop the lien.

  Business response

  03/08/2023

  ******************,

  
  As stated in my email to you on 2-17-23:

  
  I have made it through everything on your account.  From the phone calls you made (and when you made them), to the conversation in my office, I can't find anything where you stated that your HVAC system wasn't working, after our 2nd visit. 
  As you can see in invoice #******** (the 2nd visit), we discounted off the diagnostic fee of $89.95, as a gesture of good measure, since we had been out there recently. 
  However,there was a new problem with your system, which we then fixed.  It was well over a month before you called to say it wasn't working, and you already had another company come out to fix it.  We weren't given the opportunity to correct what you say was the same issue. 
  At this point, I couldn't tell you we did anything incorrectly, because you didn't give us that opportunity. 
  As *** advised you on the phone, the amounts on your invoice include the part as well as the labor and everything it takes for us to have those parts available for you, when you need them.  The only reason you weren't presented the invoice and asked to pay at time of service, was because you weren't home. 
  In the most recent phone calls, you kept saying you thought the invoice would be "taken care of".  I can only assume you meant you wouldn't have to pay for additional parts and labor for a separate issue with your HVAC system.  I can't find any reason as to why you wouldn't be required to pay the invoice.
  The mechanic's lien we placed on your property is still valid.  To have it removed, you simply need to pay ** the lien amount, as well as the $208 attorney and recording fees.

  
  Additionally, Id like to add that a signature was never forged.  That is a very big and unfounded accusation. 

  
  Beeson Mechanical Service strives for 100% customer satisfaction. Because we were never given the opportunity to fix a mistake that you said occurred, we couldnt possibly achieve that goal.  It should also be noted that we define a customer as someone that uses and pays for our services.  After much communication and your refusal to pay, a mechanics lien was the best avenue for payment.  Due to this, we have also incurred additional attorney fees.  Once you have paid the total amount due, the mechanics lien will be removed, as required by law.

  Customer response

  03/15/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined the response would not resolve my complaint.  For your reference, details of the offer I reviewed appear below. 
  
  Thank you for copying and pasting the email that prompted me to reach out to the BBB. I would like to address the inaccurate statements from ****** Beesons response:

  
  Let me restate very clearly again: Thang from Beeson Mechanical visited on 11/23/22 to diagnose and fix my heating issue. Thang found a 3 amp fuse on my transformer that was tripped. He determined that he should replace an old capacitor on my outdoor unit that *** stop the fuse from tripping.He also notified me that there *** be a warranty I could seek out regarding my condenser unit. ***** and I spoke about pricing while he was in my home and I verbally agreed that he could replace it and I would pay for it. He then replaced the capacitor and then I signed my name on the contract/invoice and I paid $540.58 on the spot with him present in my home. He then left.

  
  The exact same fuse on my transformer was tripped 8 days later on 12/1/22. For clarity, the issue was right after Beeson Mechanical came out, not over a month later. This is my response to the inaccurate statement in Beesons response that it was well over a month before I called to say it wasnt working. I called on 12/1/22 and only got Beesons thanksgiving stocking inventory voicemail, even though it was well after thanksgiving. I called the morning of 12/2/22 and spoke with *** (see call logs in full report).*** apologized and sent **** to my home to find the source of the problem of my heating issue that the 1st Beeson visit I paid for did not fix. She told me since it was a follow-up visit, Id be taken care of. This is also in the context of me complaining to *** that morning of 12/2/22 about how outrageously expensive the 1st visit was at $540.58 in order to replace a $15.48 part. Beesons 2nd visit only occurred because Beesons 1st visit failed, as the same exact fuse that tripped for the 11/23/22 visit was tripped again, despite the new capacitor from visit 1.

  
  During Beesons 2nd visit I was absolutely home because **** came into my home to replace the 3 amp fuse on my transformer (inside my home) and attempted to find the root problem of the heating issue.This is my response to the inaccurate statement in Beesons response that I was not home. He stated he was not a trouble shooter so was constantly on the phone with other employees trying to explain and be instructed on steps to test different things. Finally, somebody just said to replace the thermostat since nothing else was working. He replaced a thermostat which is located in my ho**** know this because I was at the technicians side the entire time.

  
  This second visit was very different from the first, in that **** NEVER mentioned any new contract, any invoice, any new price for payment,or any follow up to that would happen whatsoever. Since it was a follow-up visit and there was no contract or price agreed upon, when I received the 2nd Invoice 38 days later via email on 1/9/23, I called Beeson immediately - within 2 hours of receiving the invoice but there was no answer and I only got Beesons christmas stocking inventory voicemail, even though it was well after Christmas. I called the next morning on 1/10/23 and spoke with ***. She indicated that she emailed ****** Beeson and told me to expect to hear from ****** that day or the next and I never got a call. I called again on 1/19/23  and spoke with ***.  She indicated again that she emailed ****** Beeson and I could expect to hear from ****** that day or the next and I never got a call, now for the second time.

  
  A few more days passed, and I received a mechanics lien on my home on 1/30/23. It was dated for 1/26/23. There was NO communication that ever occurred between ****** Beeson and myself and I NEVER refused to pay. My first encounter with ****** Beeson was on 1/31/23. I had to drive to her business in order to start any sort of communication beyond the customer ********************** representative, ***, who promised me twice that ****** would reach out to me (see figure 7 in my full report). This is my response to the inaccurate statement in Beesons response that there was much communication and your refusal to pay.

  
  Why would a customer who is refusing to pay try to keep contacting Beeson Mechanical and talk with them? I deeply question the ethics behind Beeson Mechanical sending me a forged invoice (see invoice images in my full report) 38 days after the 2nd visit which was a follow-up 8 days after an unfixed problem, not respond to the 3 efforts I made to contact them between 1/9/23 and 1/19/23 (see phone log history in my full report), and then hire an attorney to file a mechanics lien on my home dated only 17 days after I received the second invoice and was trying to contact Beeson so that I could ask questions, and also had the audacity to charge me for their attorney fees.

  
  Regarding the forged invoice, there were marks made in the signature field that were not mine (cross reference with invoice from 1st visit that I did agree to and sign) leading one to believe a signature was forged or at the very least they chose to forego my agreement and sign with dashes for me. Thus, my statement stands and is hardly a big or unfounded accusation especially when comparing to the first contract/invoice. This is my response to the inaccurate statement in Beesons response that a signature was never forged.

  
  Regarding the topic of the second heating company in Beesons response, I called another company (before 1/9/23 - before receiving second invoice) since Beeson was out to my house twice and still didn't fix the root of the issue, and this new company complied with my outdoor condenser unit warranty that Thang brought to my attention on first Beeson visit on 11/23/22. Since ****** did bring this to attention,though, I will note that during the other companys visit to my home they found and noted in their invoice that the Capacitor was not secure in electrical panel and could have touched low voltage, secured capacitor with strap and s**** and verified it was tight (see invoice image in my full report). The last person to work on my capacitor was **** from Beeson Mechanical, so Beeson even left my condenser unit in a precarious unsecure position that the second company corrected.  

  
  The bottom line is simple and found within ****** Beesons inaccurate and unaccounted for series of events observed in her response to **** have all of the evidence that shows all of the inaccuracies of Beesons response. I chose to stop going in circles and file a report with the Better Business Bureau because Beeson isnt willing to even look at the true events or facts of this situation. The bottom line is I have an extremely unjustified mechanics lien on my property from a business that is currently represented by the BBB with an A+ rating and they blatantly disregarded the ******* Home Improvement Contract Act (HICA) by never giving me, the customer, a chance to agree to a contract or even a chance to be in communication with the business after getting the invoice 38 days after service in the amount of $833.87 dollars which exceeds the ******* HICA contract price point of $150. These violations are my response to ****** Beesons thought on why I should unjustly be bullied by an unjustifiable mechanics lien to pay the original $833.87 and their attorney fees of over $200.
  
  Regards,
  
  ***********************

  
  

  Business response

  03/28/2023

  BBB -

   

  I'd like to make a very simple and concise response to ********************** rhetoric, that he continues to send to you and me.  He has called me a liar in this response, as well as his previous.  That's absolutely not the case.  It sounds like he just doesn't want to pay his bills and is willing to stoop to any level to get away with that.  When I provide a service to any customer, I expect them to pay for that **********************.  I have everything tracked within my software as to where and when my service technicians are, at any given moment.  I have record of all phone calls made to and from every customer.  I have recordings of any phone calls that have been placed, although there weren't any made to us during the time ****************** has referred to.  At this point, he's trying to get away with not paying for services provided and lying about the reasoning.  When ****************** came to my office a few weeks ago, I told him I'd look into the work performed, who performed it, if we were made aware of any issues, and if he still owes the balance.  I have done all of that, as requested, and found that my company has done everything as expected.  Due to his refusal to pay, I have incurred attorney and court fees, that he also owes.  It's unfortunate that it has come down to the necessity of placing a mechanic's lien, but that's my recourse to try to get paid.  Unlike a car mechanic who can hold the car until the work is paid for, I don't have that option.  I have to replace a mechanic's lien, and I have a short time frame I can do that.  Therefore, attorney costs start very quickly after a refusal to pay.  If you were to look at the history of my company over the last 23 years, we've had to place very few mechanic's liens.  That's because we have great customers that are willing to pay for the quality work we provide.  If there's even been an issue reported, we always stick to our 100% customer satisfaction and go back immediately to resolve the issue.  The fact is, ****************** never gave ** that opportunity (if he did, in fact, have an issue) so it has come down to him owing the mechanic's lien as well as the attorney and court costs. Once all of those are paid, I will be glad to remove the lien.

  Customer response

  04/04/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined the response would not resolve my complaint.  For your reference, details of the offer I reviewed appear below. 
  
  The claims and statements in Beeson's response are not true, nor backed by evidence, and do not address the issue at hand. Please see the attached figure containing my documented phone records from ******* that outline the three phone calls I made to Beeson on 1/9/23, 1/10/23, and 1/19/23.
  
  Regards,
  
  ***********************
  

  Business response

  04/10/2023

  It appears the customer isn't interested in the facts, and isn't willing to reason.  At this point, we currently have a mechanic's lien on the property, and will be proceeding forward with that.  If there's something else the BBB believes would be helpful, I'm willing to discuss.  It may be a bit before that conversation can happen, as we've been volunteering all of our time over the last 10 days to tornado cleanup in our town.  Thanks,  ****** Beeson

  Customer response

  05/03/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined the response would not resolve my complaint.  For your reference, details of the offer I reviewed appear below. 
  
  I have provided 100% factual, concrete evidence in the form of a course of events report, phone records, and figures to support my complaint. After many times rejecting ****** Beeson's responses whose story has even changed over the course of this case, I believe it is time to move forward to the next stage with the Better Business Bureau. Thank you.
  
  Regards,
  
  ***********************
  

  Business response

  05/03/2023

  As I stated on 4/10/23, to the same complaint:

  It appears the customer isn't interested in the facts, and isn't willing to reason.  At this point, we currently have a mechanic's lien on the property, and will be proceeding forward with that.  If there's something else the BBB believes would be helpful, I'm willing to discuss.  It may be a bit before that conversation can happen, as we've been volunteering all of our time over the last 10 days to tornado cleanup in our town.  Thanks,  ****** Beeson

*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. ↩