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Complaint Details
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Initial Complaint
10/01/2022
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
May 2021 I called Robertson plumbing about my faucet they came to fix it , they did not fixed the problem I had video I called . Robertson said they would right off the bill due to it not being fixed , I get a call from collections due to that inv ! I called them again they said they will call collection and handle it . November 2021 I get another call from collections I explained they would get ahold of them and get it taken off , tHey have not !!! The promos not fixed my faucet still makes the noise and now Iam in collections!
Business response
10/01/2022
The previous office staff is no longer at Robertson's that were taking care of Mrs. ****** issues with her invoicing. They did not have the proper authorization to make false promises in regards to her invoicing. Our procedure is to send any outstanding invoices to collections after 90 days. She refused to pay the original service call for her issue and to our knowledge, she had not requested us to go back and fix the issue at hand after our first visit. As stated before, this was an on going issue with previous staff. We have however, had multiple issues with Mrs. ***** threatening staff and being belligerent with the new office staff as well as publicly bashing Robertson's plumbing online. We have contacted the collection agency to close her account and not have any amount owing, We have sent her correspondence stating that she is no longer in owing to Robertson's Plumbing or to our collection agency.
Our office staff has done everything in our power to assist Mrs. ***** in these issues, and working with our collections agency to remove her invoice that she refused to pay. Between our collections agency and ourselves it took sometime to remove her file which to also point out she was not into collections to where it would affect her credit, she was only receiving calls to in fact pay for the initial work that was done at her location in May of 2021.
Thank you for your time,
Customer response
10/01/2022
Complaint: ********
I am rejecting this response because: I had called right after the work was done in may to say that it was not fixed , that is when sandy informed me that they would right off the inv. I was contacted by collections very much to my surprise asking to pay the outstanding balance I explained the situation the said they would contact Robertson . I called Robertsons to inform them that I got a call from
Collections and didn’t understand why , once again Robertsons informed me is was a mistake and they would handle it , then I get another call from collections! Telling me on from Robertsons had no reached out and I owe this money . I contacted Robertsons yet again , this time new staff but they said they would handle it . I gave them three weeks to confirm they have contacted the creditor nothing !! I did review them on ******** and I contacted you . I don’t think I should pay for a problem that was never fixed ! And they new it was never fixed . I want confirmation that I not longer owe this money for a repair that was never done . They have said they mailed confirmation, I want it emailed I don’t believe they mailed anything .
Sincerely,
***** *****Business response
10/01/2022
Good afternoon,
As stated previously, the office staff that was contacted is no longer present at Robertson's Plumbing so I cannot speak on her behalf in regards to the communication between Ms. ***** and said person.
As for the new office staff, when contacted the first time by Ms. *****, we had contacted and emailed our collections agency which we have all emails to and from ourselves and collections in regards to this matter, ***** ** **** ** ***** ** ******* *** *** ** ***** *** ***** They did take a while to respond which we had stated to Ms. ***** numerous times, when contacted by her. Numerous emails and phone calls were made on her behalf to get this issue reconciled between the collections and Ms.***** which we received today (Monday, Jan 10th 2022) that her file has been closed and the issue has been taken out of collections. I cannot speak on our collection agencies behalf as I am unaware of the process and how long it takes them to get files out of collections. Our staff did everything in our power and provided all the information we had to Ms. ***** when asked.
As stated she would receive an email/letter in regards to the file being closed and she is no longer owing to Robertson's Plumbing & Gasfitting LTD or our collections agency, which we have provided by both email and mail. She is no longer in owing to ourselves or to the collection agency.
As stated by the BBB, this will be our last response to this issue as it has been resolved with the outcome the customer has wanted in the bill adjustment. ** *** ***** ***** **** ** ****** **** ******** **** ** **** ***** ** ** *** *** ** **** *********** *** ******* ***********
-Robertson's Plumbing & Gasfitting LTD.
Customer response
11/01/2022
****** ******** *******
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 no longer Pursue this matter, as long as ***** collections never contacts me again.
Sincerely,
***** *****
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Customer Complaints Summary
1 total complaints in the last 3 years.
0 complaints closed in the last 12 months.