ComplaintsforCole Air, Inc.

• Initial Complaint

  11/15/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Business came to my home 8/1 to fix my ac. When the job was completed I paid in full with cash $496. and told them to keep the change. A few days later I got in the mail the receipt that stated it was paid. In Sept I received another invoice they stated you need to pay. I couldn't at first find my receipt. So I paid a second time. Sent a cashiers check 10/3 and sent it certified, that they received and cashed my check. So I paid twice for services. After telling them that the original receipt was found and that I paid twice that I wanted my money back I was hung up on. I am just wanting my money back from paying twice.

  Business response

  11/21/2023

  Work was performed at customers home on August 1st, 2023.  Invoice was emailed for the amount of $495.43 right after services were rendered.  No payment was given at this time (confirmed with technician) .  I sent out another email on Sept 11, 2023 and mailed a bill.  When customer received the bill, she called our office and cursed me out saying she paid this with cash and then said maybe she actually paid with a debit card, but was unsure of how she paid, but she knew she had paid. I then told her if she paid with a debt card, to please send me the transaction number so that we can confirm and maybe it just did not process on our end.  I then went through all of our transactions during that period and did not find where she paid.  Someone, in the background, kept telling her maybe you didn't pay and she would get more angry.  She said she was contacting her attorney, threatening us, hollering using explicit words.  She said she was sending a cashier's check.   She then hung up on me. Our techs, when onsite, take payment and enter the amount paid with cash, check # or credit card transaction # once invoice is complete, then the customer signs the invoice and it shows them if they have a balance.  Mrs. ***** did not pay with cash or debt card on 8/1/23. We received a cashier's check on 10/11/23 in the amount of $495.43.  Once we received it, she then called our office screaming at the answering service telling them she paid the bill, but would not tell the answering service her name. The only way we knew who it was through the caller id.  I will attach the invoice and also below will show the timeline through our field dispatch/invoicing system.  

  Timeline:
  10/26/23-Donna C. - 9:55 AM Paid Invoice i15980 sent to [email protected]

  10/11/23Hannah C. - 12:27 PM A Check payment of $495.43 was posted to Work Order 19973
  
  11/11/23 Hannah C. - 11:56 AM Invoice i15980 sent to [email protected]
  
  08/1/23Braxton H. - 4:50 PM Invoice i15980 sent to [email protected]
  
  08/1/23Braxton H. - 4:50 PM Invoice i15980 was marked as emailed
  
  08/01/23Braxton H. - 4:49 PM Work Order 19973 was finalized for tech 'Braxton H.'
  
  08/01/23Braxton H. - 4:49 PM Work Order 19973 - Invoice created for $495.43
  
  08/01/23Braxton H. - 9:25 AM Work Order 19973 note was added Called left voicemail.

  Customer response

  11/29/2023

  I am rejecting this response because: The business is lying I did pay them in cash. my wife was there and received a copy on the phone and then received the paper one in the mail. Then requested another payment. I paid twice. Once in cash and 2nd with a cashiers check.
  

  Business response

  12/01/2023

  When Mrs. ***** called after I sent out an invoice via mail, she stated (screaming at me) she had paid with either cash or debit card (she was back and forth saying cash and then maybe debit card).  I asked her if she did, to please provide proof her statement from the bank.  I also looked through our credit card statements confirming that she had not paid via debit card.  I also told her that before the invoice is completed by the tech, they put in the cash, check or credit card authorization # with the amount and it then emails it to them immediately.  No payment was received on site of service. I even confirmed that day with the tech to make sure. I have evidence of this through our Fieldedge Dispatch/Accounting system which I attached last time with a timeline of each event that takes place from the customer calling in for appointment to when the techs arrive on site to payments and then billing either printed copy or emailed invoice all with date stamps.   I hate that this customer is upset, but no payment was ever collected on site. 

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