Complaints

• Initial Complaint

  02/18/2025

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  12/12/2024 - 12/13/2024 Please see the three PDF files attached for a complete explanation.

  Customer response

  02/18/2025

  ***** ******, Berrena Mechanicals, December ***** 2024

  
  Some background: ********** and Flasher (our heating oil supplier) had made us aware of an apparent clog in
  the line connecting our 2 heating oil tanks in our cabin (******************** near **********). I originally asked if
  B&F could unclog the line, but they told me that they dont do that sort of work anymore and Id have to find an
  **** company to clear the line. That led me to Berrena Mechanicals who, when I inquired, said they could do it
  and precipitated the appointment for December 12, 2024.

  
  On that day my wife, *******, was waiting for them at the cabin. Two technicians arrived several hours late (after
  going to the wrong address earlier in the day and returning to the shop) and then called me at my office in *****
  College to ask about the problem. I thought it was odd that they called me to ask as it seemed like a
  straightforward issue. When I reiterated the reason for the appointment, they said theyd need an air compressor
  to blow out the line and they didnt have one with them, so they would need to come back tomorrow (Friday, 13
  December) to do the job. I told them that neither ******* nor I could be at the cabin the next day, but wed leave
  the gate unlocked so they could get to the cabin and unclog the tank line. (The basement of the cabin where the oil
  tanks are is accessible through an unlocked Bilco door.) My wife chatted with them for a few minutes and they left.
  Late the next morning (Friday, December 13) I got another call from the technicians, who were still at the cabin,
  informing me that they had unclogged the line, replaced the filter, fired up the furnace, and everything seemed
  fine. They also informed me that there was some sludge in the tanks that would need to be cleaned out at some
  point or the clog would likely re-occur. It was a totally professional call. I thanked them and thought that was that.

  
  A short time later I received an invoice that consisted of an $800.00 charge for Thursday, December 12 (the day
  they left because they didnt have to correct tools for the job) and a $490.00 charge for Friday, December 13 -- for
  a total of $1290.00. The entry for Thursday includes $200.00 for something called ******* Generator we
  have no idea what this is referring to. The invoice also describes in detail the work that they did on Friday which
  matches what we hired them for (see attachment 1).
  I contacted Berrenas to question the charges for Thursday the 12th and they left me a voice mail around the
  holidays saying they were willing to reduce the charges for Thursday by $320.00 leaving a balance for Thursday
  (when no work was done) of $480.00.
  I subsequently contacted Berrenas again this time requesting an itemized list of precisely what were being
  charged for on Thursday the 12th. I only spoke to a receptionist on the phone and was told that someone from
  Customer Service (I dont recall the name) would be in touch with me the following day. No one has contacted me
  since that time that was early January.
  I subsequently annotated the invoice and paid the $490.00 charge for the work completed on Friday again, which
  was precisely what we hired them for.
  I have since received (dated 11 February) another invoice from Berrenas this one labelled PAST DUE -- for
  $493.49 which is the reduced charge for Thursday, December 12 plus a $13.49 finance charge and of course, it

  includes no explanation for what this charge is actually for (see attachment 2).
  If Berrenas had brought the correct equipment to do the job on Thursday, December 12, the work would have
  been completed that day and the charge would have been $490.00. It seems patently unfair to charge us for a
  mistake that was made by Berrena Mechanicals on Thursday by not arriving prepared to do the job. The only
  proper response is for Berrena Mechanicals to recognize their mistake and zero out the charges associated with
  Thursday, December 12, 2024.

  Business response

  02/20/2025

  There was a billing mistake on the invoice and this has been resolved with the customer

  Customer response

  02/21/2025

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. 
  
  Regards,
  
  ***** ******

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