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ComplaintsforCall Roger, Inc.
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Complaint Details
Note that complaint text that is displayed might not represent all complaints filed with BBB. See details.
Initial Complaint
10/31/2022
- Complaint Type:
- Order Issues
- Status:
- Resolved
Company replaced a 40 gal water heater on 2/8/22. $2395.00. No Invoice number. Invoice denoted "*Will need to return in Spring to install flue liner*". No verbal/written mention of additional cost. Paid the bill in full on 2/8/22 as quoted. Company installed chimney flue liner on 6/22/22 and demanded additional payment as a "separate job". $1400 Invoice sent a week later. Contacted City. State/local code and manufacturer listing requires both installed. Cost should be included in invoice if both required. Company failed to apply/receive required permits until contacted by City in mid-Oct.Business response
11/10/2022
Installed water heater in February, Technician used a handwritten invoice instead of using the standard computerized invoice that is used in the software. This confused the customer because the chimney flu was discussed in the base of the invoice rather listed as additional work & cost to be completed in the spring. Chimney liner was installed in the spring/summer due to weather and time frame. Normal process is we do not charge for any work or service until job is completed. The original invoice was for hot water heater only. We tried to communicate with the customer and the customer will not return any of our calls.Customer response
11/13/2022
I am rejecting this response because:
There is no confusion. The original invoice characterized the install of the water heater and to return to install the flue liner. This was consistent as discussed. The original invoice did not list: 1) the flue liner as an additional project, 2) any additional associated costs, nor 3) provide an estimated amount. This did not occur verbally either. Thus, our amazement for the request for payment and a second invoice. Customer requests business to honor the original documented invoice that was paid in full. Customer returned calls and arranged for city final inspection.Business response
11/21/2022
Invoice only included water heater install in line items. The only line item on the invoice with a total reads Standard Install, labor, material, and recycling of old water heater. The customer may be confused by a friendly note from the technician on the invoice paper (not included in line items with any associated cost) that states we will need to return in the spring. We have already discounted the Flue Liner job by $200.00 for the confusion. The customer wrote to the ********************, which prompted a call to clear the confusion. After all was explained again to the customer, they requested the outstanding balance be written off per their own confusion instead of reasoning based on actual documentation provided. We offered to discount the Flue Liner job an additional $200.00 as well as price match any quotes provided by other companies that do Flue Liner work. The customer rejected our initial response to the BBB and has not since contacted us with other quotes. We are willing to work with the customer to clear the issue.Customer response
12/09/2022
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID 18327906, and find that this resolution is satisfactory to me. We just recently came to a satisfactory resolution.
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Customer Complaints Summary
1 total complaints in the last 3 years.
0 complaints closed in the last 12 months.