Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

• Initial Complaint

  Date:12/01/2024

  Type:Sales and Advertising 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.

  **** (1) quoted us for equipment (stand-alone ***) that didn't meet our stated needs, and then wanted to charge us extra for the more expensive equipment (direct-connect ***) we actually needed despite their "no change orders" promise; (2) entered my house unmasked despite a signed contract stating that they would mask at all times; (3) decided without our authorization to change where the *** was being installed, doing permanent damage to our home and blocking our best route to other electrical wiring in the house in the process; (4) installed the intake and output of the *** to the air handler backwards; (5) left a manual for our new equipment up in the attic rather than bundling it with other paperwork; (5) mischaracterized our reasonable ask for accommodation on the final price of the work given their many mistakes; and (6) threatened collections while we were still actively negotiating how much we should be paying for this subpar work and had shown **** that we had the money set aside in an escrow account.All of this is further detailed in the attached emails "2024 sept to oct emails - *** Questions.pdf" Additional documents are proof that I set the money "owed" aside in its own bank account as a temporary escrow during negotiation, a copy of our signed contract, information from *** on their fines for non-masking which I used to place a dollar value on ****'s failure to mask in my home, and screenshots from a security camera showing an unmasked employee just before and after entering my house.

  

  Business Response

  Date: 12/06/2024

  We regret that you have found issue with our service and work that we have provided. You were originally provided two options on your proposal from 8/30/2024 for the **** 1 the 40cfm ********* *** including venting & double chamber vent kit which is a direct vent line from inside to the outside and 2 the 100cfm ********* Intelli-balance *** which is a fully ducted *** system. On 8/31/2024 you and your partner were looking at the smaller, cheaper *** option and on 9/14/2024 you signed the contract to move forward with the smaller and cheaper ********* *** as well as additional optional items. Upon our Project Manager coming out to your home prior to installation for a walkthrough and discussing the plan for the *** you stated that this was not the system that you wanted and that you wanted the second option of the 100cfm ********* Intelli-balance *** at a higher price. Our salesperson cited that they understood there may have been confusion and we would clarify the wording for these systems going forward but that we would move forward with installing the larger, more expensive *** system which did ultimately lead to a change in the scope of work that was originally contracted and negated the no change order policy due to wanting the upgraded equipment.We did end up giving you the more expensive *** system for the price of the cheaper one (an over $2300 value) to accommodate the confusion so there was no additional cost.

  
  When it comes to the location of the *** installation, the standard installation for all *** systems is supposed to be in the attic which was the original plan. While our Project Manager was onsite prior to installation, he discussed with your partner that they both thought the pitch of your roof may be too steep and that the *** would not be able to be installed per the standard. Thus, leading to a discussion about doing the installation in the garage which would lead to the system being less efficient.The day of installation, our lead installer saw that there would be plenty of room for the installation to take place in the attic and this would lead to a more efficient system, which was a concern of yours, so they moved forward the standard installation. At no time prior to or during install were concerns brought up about future home renovations and the need for easy access to electrical wiring. However, the installation of the *** does not block this access and future projects should not be significantly impacted. In addition,the *** system was installed in a manner that was necessary to accommodate the space that the air handler is in and was not installed backwards.

  
  As far as wanting compensation for one of our employees entering your home unmasked, the mask mandate that you cite in your complaint was from September 2021 and there are no longer masking mandates in effect. We do our best to accommodate our clients requests for masking and we took immediate action once we were notified.

  
  You currently have a fully functioning system that will operate in the most efficient way possible and were already given a discounted price for the ***. We also offered you 2 years of free maintenance visits, to which you refused, and have done our best to accommodate you. 

  Customer Answer

  Date: 12/12/2024

   
  Complaint: 22622886
  
  I am rejecting this response because:

  J made clear to your salesperson that we wanted an *** that was connected to our HVAC. You offered us a choice of 2 ***s. The quote only had 100 vs 40 CFM, not how the 2 different ***s were connected, not their model names or numbers, nothing to go on other than CFM when choosing from the options on the quote. Given that we asked for a connected one, we made the reasonable assumption that both ***s you were suggesting fit that need and chose based on what J considered sufficient CFM. Do not continue to try to make this our mistake. You quoted us different equipment than we asked for and did not put enough information on the quote for us to know that's what you'd done. 
  
  There may have been an "original plan" for the *** location in your mind, but the first and only time it was discussed with us, during the pre-installation walkthrough, the garage was the agreed-upon spot. If you were going to make such a drastic change to the agreed on plan, you should have talked to us first. Your electrician called us during the install about where to route a particular conduit. Where the *** is located is a much more consequential decision and we should have been consulted before you decided to move it. Space was only one concern, and was far from the only concern. Once there was an agreement that it would go in the garage, J didn't see the need to tell you the many other reasons we wanted it located in the garage. As you now know, we wanted it in the garage to be easily accessible, both because I am disabled and because we'll be in our mid-late 60s by the end of this system's lifetime, as well as to be out of the way of future house projects. We didn't discuss future renovation plans with you because having the *** in the garage would have been out of the way, so there was no need to discuss it. The *** is, in fact, in the way of the best route to ceiling wiring, and will make our kitchen renovation more difficult and costly. You've acknowledged, in email and now in this BBB complaint, that it was your decision, not ours, where to locate the ***. Now you need to pay for your error. 
  
  You have repeatedly claimed that putting the *** in the garage would have been less efficient than in the attic, but you have never explained or quantified why this is. According to J, who I remind you is an HVAC engineer, this is simply nonsense. The physical location of the *** does not affect efficiency. 
  
  As explained to me by your installer, air from the *** enters the air handler before the filter, and air to exhaust exits after the filter. This is backwards. You should be exhausting air out of the system before the filter, to reduce load on it, and adding air after the filter, since the air coming from the *** is already filtered. Additionally, adding fresh air before the air handler filter and removing exhaust air after the filter is totally inefficient, as you're exhausting some of the fresh filtered air back to the outside. 
  
  It's true that federal and state mask mandates are long over. However, a mask mandate remains in my home. I told you this upfront when scheduling my first sales visit, insisted that anyone in my home wear an N95 mask, and had you include that information in the contract. Your employees were masked on arrival at my home, clearly aware of the requirement. Yet later in the day, at least one of your employees entered my home unmasked. You breached our contract and need to compensate me for it. I used the *** mask mandate information only to illustrate what a reasonable fine is for this failure, not to imply that you broke any laws. 
  
  You did not offer me 2 years of maintenance. You offered me 2 maintenance visits. Filters need to be changed quarterly. Two visits isn't even 1 year of maintenance. The system is expected to last a minimum of 12 years, probably closer to *****. You chose to install a part of it in my attic instead of my garage as agreed. You created a situation where I can not change my own filters. You should be doing maintenance for the life of the system, not just for 2 visits or even 2 years, to begin to make up for that enormous error in judgement. 
  
  Again, I expect the cost of the ***, $1746, plus a $1000 fine for not masking in my home, plus a $1000 fine for installing the *** in a place that blocks the best route to rewire my kitchen, to be refunded to me. You breached our written contract, and a financial penalty is the only one I wield as your customer. Letting you off without a financial penalty is giving you permission to do the same to your next disabled customer. 
  
  Sincerely,
  
  *** ********

• Initial Complaint

  Date:09/03/2024

  Type:Service or Repair 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.

  Ballard installed a heat pump system for us about a year ago. At present we are having a few minor problems with it that I am sure can be fixed.But I have no way to reach them as the phone number on their website and the phone number on all there printed information has been disconnected.So all I want is a phone number where I can reach them.So I can talk to them.

  

  Business Response

  Date: 09/04/2024

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

  I understand you were having trouble reaching us by phone. The phone number to our main office is ************ and due to the holiday weekend our phone lines were incredibly busy. I have spoken with our Service Manager and he told me that he spoke to you yesterday, September 3rd and we were able to schedule a time for one of our service technicians to reach out to you to get more information regarding your issue. Please don't hesitate to reach out to us with any further questions or issues. Thank you for being a valued client of Ballard Natural Gas Service.

• Initial Complaint

  Date:02/16/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore 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.

  This business (BNG) installed and serviced the two gas furnaces in my home for approx. 10 years. A couple of years ago, BNG informed me that my furnaces (plus A/C unit) would need to be replaced. They told me I could replace them with a heat pump and blower units. I gave BNG full access to my house and **** system so that they could identify what to install. They identified a ********** heat pump system with blowers, and based on their recommendation -- and guarantees that it would be able to provide effective heating/cooling to my home -- I agreed to have them install it. The system (installed) cost $33,175.69. This amount was paid within a month of installation. Installation occurred in 10/2022. Within a month, we had a cold snap and the system was not able to keep my house at 68 degrees. BNG sent over a technician and he made some suggestions about how we should run the system. We followed those suggestions and yet several more times during the 2022-23 heating season the system was unable to keep the house at 68 degree during cold weather. Although BNG never sent anyone over while the problem occurred (despite my requests), after the cold snaps ended BNG would send over technicians who fixed certain problems with the initial installation that I was told would address the problem. When these fixes did not succeed, BNG had someone from ********** look at the system (4/2023), and BNG then made further changes to the system in response to **********'s report (6/2023). When we had cold weather again in 1/2024, I once again called BNG because the system could not keep the house at 68 degrees. They refused to respond. BNG has failed to do what they promised to do -- install a working heating/cooling system at my house. And now they are refusing to do what is necessary to comply with the written, oral and implied warranties provided with the **** system. BNG has copies of all the relevant documents.

  

  Business Response

  Date: 02/28/2024

  Here are the bullet points detailing the situation and what we will be doing to fix the issue.
  
  According to ********** the system is performing within the units designed specifications.
  Clients existing, concealed duct work is inadequate for the ********** Heat Pump system without additional, supplemental heat strips.
  There is no possible way any other contractor could have foreseen the issue with the concealed duct work.
  To rectify the situation, BNGS will install heat strips to the system at no charge by March 31st.
  Client made this complaint after having already scheduled a service call to diagnose and find a solution and will still be serviced to the best of our ability

  Customer Answer

  Date: 03/05/2024

   
  Complaint: 21302730
  
  I am rejecting this response IN PART because:

  According to ********** the system is performing within the units designed specifications.  RESPONSE: To the extent that assertion is true, it wasn't so until after alterations were made to the system in June 2023.  That was 8 months after my installation was complete.  Plus, this is irrelevant under the contract if the system still is unable to keep my house at 68 degrees when the weather gets cold.  That was and remains the problem.  BNG clearly installed a system that did not comply with the express and implied warranties contained in the contract between me and Ballard Natural Gas (BNG).

  Clients existing, concealed duct work is inadequate for the ********** Heat Pump system without additional, supplemental heat strips.  RESPONSE: This statement is outrageous.  If that is what they concluded, why did they only offer to install those heat strips after I sent a demand letter threatening to *** to enforce the contract?  It is the job of the contractor to identify what the client needs.  BNG's contract included a warranty that the recommended system would properly heat/cool my home.  The fact that BNG failed to look at, measure (which is possible despite their claims) and take into account the existing duct work is their responsibility, not mine.  And the fact that they only offered to install heat strips more than 16 months after the installation, after countless calls that system is not working properly, and only after they received a letter threatening to *** to enforce the installation contract, says it all about BNG.  

  There is no possible way any other contractor could have foreseen the is*** with the concealed duct work.  RESPONSE: Not true.  There are ways to measure existing duct work; air flow, pressures, etc.  And to the extent that there are unknowns, BNG assumed responsibility for those by entering into a "no change order" contract.

  To rectify the situation, BNGS will install heat strips to the system at no charge by March 31st.  RESPONSE: I accept this offer to resolve this matter, subject to getting acceptable answers/responses to the questions/requests I sent to BNG on March 4, 2024.  

  Client made this complaint after having already scheduled a service call to diagnose and find a solution and will still be serviced to the best of our ability.  RESPONSE: Not true.  At the time I filed this complaint, there was no such promise.  I filed this complaint early on 2/16/24.  (BBB records will confirm.)  I know I received a phone call from BNG to set up an appointment later the same day that I filed the complaint.  I had already sent a demand letter to BNG in late January threatening to *** to enforce the contract terms, and had heard nothing back.  Until I did that, BNG was refusing to do anything.  It has been more than 17 months now since the original installation, and still I do not have a working heating system as warranted.  Given my experience with BNG (lots of promises about the system, its capabilities, their customer ***********************, all not true -- an offer to adjust/augment the system yet again, is hardly success.  This matter cannot be fully resolved until we go through another bout of cold weather and the system actually is able to maintain temperature in the house.  
  

  This complaint must stay open until BNG actually meets its obligations.  Thus far they have come and looked at my system and told me that they will do install of heat strips by the end of the month.  They have not called me to discuss the proposed work plan (as they promised to do), and have not yet responded to my emailed questions.  I am entitled to know what heat strips they plan to install, what their specifications are, what the impact will be on my electrical panel, etc.  And I surely deserve an apology for the way my family and I have been treated -- including for totally refusing to address a non-working system when temps were well below freezing in January 2024.  Until then, Ballard Natural Gas is hardly a "Better" businesses.  
  
  Sincerely,
  
  *************************

  

  Business Response

  Date: 03/12/2024

  Our Project Manager, *************************, just informed me that he has been included in email strings that include our salesperson ************************* and our Project Coordinator *********************.  He states that these email strings contain multiple emails to the client back & forth along with phone call attempts to contact the client to schedule for 3/28.  No response.  These phone calls are recorded by Service Titan scheduling and phone system used for the past 6 years by BNGS.

  The client needs to approve solve installation for 3/28 and all will be well.

  *****************************, Principal

   

  Customer Answer

  Date: 03/28/2024

  I did not respond because I want to see this matter resolved.  Ballard Natural Gas is at my house today doing the work that they say will resolve this matter.  No one will know if it does resolve it until we go into the next hearing season (Fall/Winter 2024-25).  I will refile this matter then if once again BNG has not met their obligations under the contract.  That said, the most recent response from BNG provided to you is dishonest.  BNG knows that I was awaiting responses to questions and did not agree to the 3/28 date until I received answers.  Shame on them for acting like I have not been trying to work with them in good faith.  

  

  Business Response

  Date: 04/04/2024

  Oddly this remedy we offered is scheduled with this client for installation tomorrow.  We are unhappy that the closure on the public record would state she is still unsatisfied.  We are doing the work.  She is allowing us to do so.  

  We are challenging the record for inquiring persons to see.

  Customer Answer

  Date: 04/18/2024

  As the my correspondence with BBB has made clear, it took threatening to sue ********************** Natural Gas (BNG) to finally get them to agree to fix the faulty heating system (heat pump/blowers) that they installed nearly a year and a quarter earlier (October 2022).  The work that they finally finished on the system yesterday (4/17/24) BNG tells me will address the heating issues/failures as set out in my 1/31/24 letter to BNG (including attached emails).  However, there is no way to know if it the system will work as warranted until we go through another heating season (Winter 2024/25).  BNG representatives have told me that they understand this and will address any remaining issues with the system (if any come up in Winter 2024/25 or otherwise) pursuant to the contract I have with them -- and thus at no additional cost to me.  With this understanding, I am satisfied with the work that BNG has done to date.  If for some reason BNG does not follow through as set forth herein and in their contract with me, I will ask to reopen this complaint.  Thank you for helping me to resolve this matter.  

   

• Initial Complaint

  Date:09/06/2023

  Type:Service or Repair Issues
  Status:

  ResolvedMore 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.

  I purchased a 5 star repair and duct cleaning this year (~900 dollars). We had the duct cleaning first which went well. We had a maintenance of our HV** system on 8/11/23 which per report was satisfactory. Within 5 days, the ** stopped working. As this company does not have an after hours technician, we had to wait and eventually had a technician come back to the home to assess that a capacitor needed to be replaced on 8/17. By 8/18, after they ordered the part, another technican ***************** came to install it. ****, the manager, verified that this technician confirmed functioning of the ** before he left. However, the home remained very hot and never cooled down after monitoring the thermostat remotely. I have a 2 year old and her room was not habitable nor ours as it is on third floor; we had to stay in a hotel the night prior due to the delay in repair of **. By the time I got home 8/18 (fri) and determined the ** was not functioning, there was no on call service technician (at night/weekend) and was connected to an answering service unfamiliar with the business and unable to contact a technician. we had no choice but to call another company (Beacon), who charged us over **** dollars for repair, claiming the capacitor and wiring was incorrect (wrongly installed earlier in day) with overheating and shutoff of Condenser/fan after diagnostics and repair. They stated if not address quickly as we did, it could have lead to 20K replacement of condenser. I called to ask for ballard to reimburse this bill and they refused, citing it was my choice to call another company. They have not returned my calls or responded to email despite attempt to try and resolve matter. i attached beacon invoice with documentation of fault from ballard with incorrect installation and fees that I paid to address matter. I would like this charge to be reimbursed by Ballard since their negligence/incorrect installation and after hours abandonment lead to this charge.

  

  Business Response

  Date: 09/30/2023

  There are several facets to this issue.  I had planned to upload pictures of the confirmation of our work that completely contradicts the hand written invoice by Beacon Plumbing.  I am fairly certain they do not have pictures to defend their position.  But I am not going to take the time to do that.

  The issue we have is with Beacon Plumbing.  Regardless of the fact that we do not take after hours calls for a variety of reasons (namely we never get any) there is no way in this world that our family based company would have ever done something like this to anyone.  EVER.... This is company on company crime.

  I regret the clients were uncomfortable even though the weather history shows mid to low 70s for that week.  Regardless of any of this, Ballard Natural Gas Service will send the client $1,800.  I will personally sign the check.

  *****************************

  Customer Answer

  Date: 10/02/2023

   
  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.  I will await a check for the exact amount of ******* from ***************************** for reimbursement of condenser/AC repair.  Please reach out to the business and make sure they send this check payable to ********************************* and mail to me at my home address ****************************************************  If I do not receive a check within 7 business days, I plan to reach back out and notify BBB that this complaint has not yet been addressed.
  
  Sincerely,
  
  *********************************

  Customer Answer

  Date: 10/18/2023

  While the business claimed they would send a check in the amount owed for reimbursement, I did not receive any check or contact from them and it has been over 15 days. Please reopen this complaint until the appropriate  reimbursement check is received. 

  

  Business Response

  Date: 11/02/2023

  ********,
  
  I answered this as soon as you gave me the log in.  I also mailed check # **** on 9/30 directly to their address.  It is uncashed.  The address on our system, the check and that listed below is:  ************************************************
  
  I have zero idea why my response was not posted.  I have zero idea why they have not cashed the check.  It has not been returned as undeliverable.
  
  ********
  

  
  

  Customer Answer

  Date: 11/02/2023

   
  Complaint: 20564435
  
  Good afternoon,

  Check was never received. Address listed is correct. Recommend ACH transfer and I am happy to speak to respondent over phone to facilitate and provide details. If this isnt possible, need check sent again with tracking information provided. 

  
  Sincerely,
  
  *********************************

  

  Business Response

  Date: 11/08/2023

  I will resend the check.  #**** dated today.  Just in case I will drop it in the mail myself at the ******** post office.

  Customer Answer

  Date: 11/11/2023

   
  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. The check was received this time.
  

  I would ask that Ballard Natural Gas continue to evaluate their practices to ensure they are up to industry standard. Their reply to my complaint has been defensive and blames another company which is not taking responsibility for their part in this issue. I would also encourage them to speak directly to manager **** as he and his team repeatedly ignored my multiple efforts to contact them and resolve this matter directly when I would call or email and did not appropriately notify a superior to handle this dispute. This is highly unprofessional, reflects poorly on the whole company, and should have been escalated to an appropriate person to resolve as opposed to me needing to contact BBB. Even the check of **** sent to me contains a memo that blames Beacon for this mistake. I would not have had to reach out to another company had they fixed correctly, not causes further damage, and had after hours technician for urgent matters available to correct the problem (abandonment). I know cost containment is the reason for this decision, or lack of awareness for demand/need, but cutting corners leads to poor quality service and client dissatisfaction. I have personally had several instances where this after hours tech could have been helpful in the couple of years I worked with Ballard gas and can only guess that others have felt the same way. 
  

  I plan to notify you if anything else related to this matter needs further attention. Please forward my response to the business and my hope is they learn from this process and improve for the better. 
  
  Sincerely,
  
  *********************************

• Initial Complaint

  Date:07/13/2022

  Type:Product Issues
  Status:

  ResolvedMore 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.

  On June 2, 2022, I was charged for work not completed and Ballard Natural Gas has not responded to my email of 6/27 or my phone calls on 7/8, 7/11, or 7/12 to resolve this issue. I also asked for an itemized breakdown of another charge to assess whether I was correctly billed and that request has gone without response as well. I want BNG to refund my credit card the amount of the overcharge and I want an itemized breakdown of the other charges, as requested in my email, and a prompt resolution of any further possible related overcharges. On 5/3, $19,676.64 was charged to my card for an initial payment for heat pumps. On 6/2 That charge was changed to $26,807.13, reflecting some additional fees related to the heat pumps ($21,043.26) and for payment for electrical work, based on an initial proposal of $5,763.87. The charge on 6/2 was completed without my authorization and happened while I was waiting for a requested adjustment to my charges as some of the planned electrical work was not able to be completed. By the time I received the adjusted charges for the electrical work ($4,718.68) , my card had already been charged the former amount, resulting in an overcharge of $1,045.19. I asked to electrical manager to loop the person responsible for accounts into our email exchange, and on 6/27 I sent an email to her requesting a credit to my card related to the adjusted costs. I also asked for additional information to verify another charge and received no adjustment of charges to my card or a response. I called the company on 7/8, 7/11, and 7/12 requesting the person responsible for the account to call me to resolve this issue and they have never responded. I want BNG to refund me the overcharge of $1,045.19 and I want the itemization of costs I requested in my email. I would like an acknowledgment that I was not responded to with either haste or consideration, causing me to have to spend a lot of my own time to correct an error that was not my own.

  

  Business Response

  Date: 07/15/2022

  *******, I am so sorry that this was not handled in an appropriate manner. We are going through some major restructuring in our company, and your refund fell through the cracks as the person you dealt with did not follow proper refund procedure. I have issued a refund to your ***** Fargo account in the amount of $1,045.19 today. I have attached your electrical and installation proposals that show your pricing. Our system does not break down the amounts any further than what I have here for you. Thank you for alerting me to this issue. I sincerely apologize. I have added an additional year of maintenance to your account at no charge for the inconvenience.   

  Customer Answer

  Date: 07/16/2022

   
  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. I received the acknowledgement I asked for and a refund of the disputed charges was issued to my credit card as requested.  Thank you in facilitating this resolution.
  
  Sincerely,
  
  *****************************