Complaints

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• Initial Complaint

  Date:03/15/2024

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  The company came out with the plumber regarding a leak they never gave me a breakdown of costs. I called them and set up payments then the rude phone calls and letters started I continued to make payments one posted today. But they continue to tack on charges and now say they are taking me to small claims court. I have made every payment and now I'm hoping to pay them off minus the fees !! Please help **** ****

  Business Response

  Date: 03/18/2024

  Contact Notes: Compliant ID ********
  1.  The Complaint states we went out with a plumber and never gave her a breakdown of the charges prior to service.
  A. Please see signed Work Authorization, Estimate for charges, as well as the Certificate of    Completion and Satisfaction all signed by the customer for work completed September 27,2023.
  
  2. She states she called us to make payment arrangements and then rude calls and letters                                        started.
  A. At no time did she contact us after the billing was sent to her on 9/28/23 with a due date of 10/28/23 until we began emailing her regarding the past due balance. It is noted on the invoice that any payment not made within 30 days is subject to the 5% late fee. Upon making contact with the customer, she attempted to make payment arrangements with the receptionist. Finally she made a payment on her account on 11/8/2023 in the mount of $1000.00 with an agreement for her to pay the balance in December. For the record we DO NOT normally take payments, The invoice is due in full in 30 days.
  3. December the 8th arrived and no payment from her by December 11th so we began reaching out to see when we could expect the final payment. On December 15th after no response we sent a follow up stating if no payment received by 12/18/23, late fee will be assessed. Mind you the invoice was due on 10/28/23 and we are now 45 days out and just now assessing the late fee. On December 18th we called and left a voicemail to please return the call. No response…
  On December 27th we sent a Final Demand for payment stating if payment was not received by 01/03/2024 that the legal fees would be assessed and we would pursue more harsh collections, such a lien being placed on the property or a filing with small claims court. No response. She then replied to the email stating she was given permission to start making payments in January. After checking with the owner, they did not make an arrangement like this with her. Then she went on to say she never received an invoice which we all know is not true since she has made one payment. It was included in the 12/27/23 with the final demand letter. Needless to say we sent it to her again on 1/8/24. We waited one week to follow up and still no payment was made to the account. On 1/15/24, we began researching the business license as you can’t serve an LLC Company. We found the attorney group of her Resident Agent along with another gentleman. We mailed them all letters on 1/17/24  in the best interest of the customer prior to filing with small claims. We never received a response from them either and during this time we have not heard from the customer nor have payments been made on the account. We waited a bit longer hoping to hear from the Attorney group at least and still did not hear from them either. We then placed a call to their office and spoke with the assistant of one of them and explained the situation. She explained they are not part owners but that they are the Resident Agents. She stated she would reach out to the customer and try to resolve this as well. We filed our case in small claims on 2/22/24. On 3/4/24 we received a $500.00 payment on her account. We quickly emailed her to let her know payments are not an option on her account and that the case has been set for hearing on 4/11/24 and that she would have to pay the account in full in order to stop the process. The corresponding fees were added to the account per the notification sent to her on 12/27/23. 
  In her complaint she states she continued making payments to us? This is a false statement. She made one payment on 11/8/23 and never made another payment after that until 3/4/24. Even if a payment arrangement was made, she failed to make payment in December, she failed to make payment in January and she failed to make the final payment in February. I am not sure how much more we could have done or how much longer she expected us to wait without any communication from her. We went out and completed the job as per the signed Completion and Satisfaction form. There were no issues until it was time for her to pay her bill. Please dismiss this review against us as it is bogus.
  To the balance:
  Final bill $3628.90 for the water mitigation at her property
  One payment 11/8/23 $-1000.00 = $2628.90 balance
  12/18/23 5% Late Fee $131.45 = $2760.35 new balance
  12/27/23 Collections/ Small Claims/ Fees Assesses $662.48 = $3422.83 new balance
   2/22/24 Filed Small Claims on $3422.08
   3/4/24 Received check payment $500.00= $2922. 83