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:12/22/2023

  Type:Customer Service 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 placed a telephone call to schedule an estimate for replacement of a hot water heater. Spoke with a gentleman on the phone he stayed at he would have someone give me a call back. Received a phone call for scheduling of the appointment was never made aware of a dispatch fee at the time the appointment was scheduled. The technician arrived as scheduled. We completed the review of the hot water heater and spaced. It would be installed in. Following the end of the appointment the technician then informed me that there was a $79 dispatch fee. Again this was not mentioned at the time the appointment was scheduled , the technician did not notify me of this at the beginning of the appointment. I placed a call on 1221 to the office and spoke with ***** I advise her of my displeasure and fact I didn’t feel I should have to pay a fee when I was not made aware of the fee upfront, and I advised her head up, and I made aware of the fee being charged , I would not have agreed to this appointment. ***** response was I’m sorry. No offer of refund no explanation other than she apologized and stated that the dispatchers are supposed to make the customers aware of this dispatch fee at the time the appointment is scheduled. I again advised **** that I was not made aware of this fee or would not have scheduled the appointment. Again ****** only response was I’m sorry , I don’t feel I should have to pay the $79 and I’m seeking a refund of this charge considering I was not made aware.

  Business Response

  Date: 01/15/2024

  I have called and left a message with *** *** ****** at ************* We will be issuing a full credit for the $79.00 dispatch charge. I'm awaiting a call back to confirm that this will resolve the customer's issue. I have asked *** ****** to call my cell phone at *************

  Thanks

  **** ******* 

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

  Customer Answer

  Date: 02/26/2024

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: 

  Good afternoon, I did receive a call from the business, ****,  advising a refund would be issued and I was slow to respond as my spam software sent it directly to my voicemail and went unnoticed. 

   

  I did call and leave a voice message for **** on 2-16-2023 advising refund would be acceptable and to date no refund has been issued. 

   

  Again, I apologize for slow response, but his call was sent directly to voicemail and overlooked with all the spam calls received. 

  
  
  

  To date, my complaint has yet to be resolved . If i need to open another complaint, please advise. 

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

  Business Response

  Date: 03/07/2024

  I received the 2nd notice today. We apologize that communications fell through the cracks. Please note from the attached that the $79 has been refunded to *** ****** and we hope to see the complaint rectified. Thank you.

  Customer Answer

  Date: 03/11/2024

  
  
  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.
  
  
  
  
  Sincerely,
  
  
  
  ******* ******
  

  
  

  ***If you are interested in supporting the BBB's free services, please consider giving to BBB's Consumer Education Fund, which provides other services to the community, like Charity Review, Identity Theft Seminars, Free Shred/Recycle Events, Senior Citizen programs, High School and College Programs, and providing information at local community events. Donations can be sent via Venmo to @bbbcefky or mail your donation to BBB Consumer Education Fund, 13104 Eastpoint Park Blvd., Louisville, KY 40223. For more information on these programs, call 800-388-2222. Thank you for your consideration.