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:17/10/2023

  Type:Product 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.

  On May 5, 2023, we contacted Paramount Door and Window Service to request assistance with closing a garage door that was stuck open. We reached out within their regular business hours and were not informed of any rate spikes or minimum charges. Moreover, there was no mention of rate increases on their website, which left us unprepared for what was to come. We expected a standard hourly rate of $130.00, which is what we were willing to pay for the service. To our surprise, the technicians were present for a maximum of 30 minutes but were billed a staggering $325.00 and a minimum of 3 hours, totaling $975.00 plus tax.To compound the issue, Paramount Door and Window Service sent us an invoice on May 12th, seven days after the service, with a term date of 30 days but a due date of June 4th, which seemed confusing and unreasonable. In light of this, I reached out to the company on May 12th, seeking clarification regarding the rate increase and requesting a revision of the invoice. However, my email received a delayed response on June 15th, stating that they would not make any adjustments to the invoice, and we were expected to pay the full amount.Exasperated by the lack of resolution, I decided to send the invoice for payment as initially received, but I also advised my coworkers against using Paramount Door and Window Service due to our unfavorable experience.The problem persists as of today, October 17th, as Paramount Door and Window Service has levied a late payment interest fee of $36.97. I promptly contacted them, requesting the removal of this fee since our payment discussions regarding the price discrepancies were ongoing. Their response attributed the interest fees solely to my actions, despite their initial delay in sending the invoice and their prolonged response time to address the rate issue.At this point, all we seek is a fair resolution.

  Business Response

  Date: 23/10/2023

  we have worked for  this company on several jobs at their buildings, when an emergency call is received after regular hours, weekends or holidays by the tech on call, they inform the client of the cost of the emergency call then it is up to the client to accept the costs of the call or decline, it was accepted and the tech went got the repair done, the cost of the call starts once the client has accepted the costs as there is also travelling time included there and back, the tech is also remunerated  at 2.5 his regular rate for those three hours, for this particular client to say it is outrageous that notice of cost of emergency calls is on dozens of emails over the time we have done work for them and has been on all emails out of my office for years, to say he was not aware of the cost after seeing it many times on our emails and the tech informing him of the rate is just not correct. The interest was charged as he would not pay the invoice on time and was told by A/R that interest would be due just like it is on a phone, **** or hydro bill if you do not pay within the period, we cannot take responsibility for *********** on delivering the invoice then we sent it by email, the rate will stand for this client, he has said he will not send us work any longer that is unfortunate but his decision, they came back to us after a certain length of time away from us because of the service they were getting from another company and the service that we provide our clients and continue to do so and as said before all our clients are aware of the cost of emergency service by printed word on all my emails and by voice of the tech on call when they receive an emergency call for service. To put it into perspective on emergency calls if the tech is there 10 minutes or 3 hours the rate is applied plus material, we get many emergency calls where we try to help the client correct it especially garage doors without the tech attending at no cost, most clients prefer we attend to correct the problem, this is the first time in 15 years a complaint has been made about our cost for emergency services from any of our long term clients, all they have to say is no that rate is too high and call another company and that has happened.

  Customer Answer

  Date: 23/10/2023

   
  Complaint: 20740547
  
  I am rejecting this response because: I was not the one to call in this service appointment. The Manager; *************************, called it in and was never told on the phone of the Emergency rate and was never given a choice. This is why we are questioning the rates. All other times I dealt with this company I was told ahead of time the rates and agreed to them. **** was never mentioned this and never approved the hike in rates. 
  
  Sincerely,
  
  *******************************

  Business Response

  Date: 31/10/2023

  they have paid emergency service rates in the past without comment, all clients when calling after hours, weekends or holidays are told should they require emergency services the rate, that it starts when he is off the phone and on his way that it is a minimum 3 hours charge at 2.5times the rate of $130.00, some calls take five minutes to correct some five hours, it is up to the client to accept or reject the cost of the service, we do not go unless the client agrees, and it was stated and agreed as the tech would not go otherwise, his information is second hand from the person who called, not him, as mine is from the on call tech, we stand by our rates and will no longer discuss this matter