Complaints

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• Initial Complaint

  Date:06/25/2024

  Type:Billing 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.

  June 20th 2024

  During a routine septic tank pumping, it was observed that the water level was slightly higher than normal. The representative from the septic pumping company recommended further inspection.
  Consequently, I engaged ****** Plumbing & Drains to investigate the matter. They identified the need to locate the distribution box leading to the leach field, which required some digging. The initial digging was done by ****** Plumbing & Drains, while the remaining work (digging) was performed by myself. Eventually, we located the distribution box.
  ****** Plumbing & Drains informed me that before any further digging, we need a permit from SEO of Susquehanna Township. Since SEO services are provided to by Herbert, Rowland & Grubic Inc (HRG). They contacted HRG Harrisburg Office for SEO services. 
  ***** **** (SEO) ex HRG, visited my property on June 10th, 2022, and again on June 20th, 2022, to determine if a secondary sewage disposal site could be located. Both visits lasted no longer than 30 minutes each. Realizing that the septic tank water level was not above the required level, we decided to abandon the project and wait for the public sewer pipeline to be laid by the Township.
  Consequently, this information was communicated to HRG)/SEO.

  On November 22, 2023 (after a lapse of almost 13 months), I received an HRG bill of $771.26 through Susquehanna Township, on basis of HRG Harrisburg Invoice Number 161795 dated July 7, 2022 & Invoice Number 162764 dated August 15, 2022 (copies attached).
  In my letter dated Nov 26, 2023, I requested HRG, **** ****** and ***** ******** for correction of the following (copy attached):

  1. Mileage Charges: The distance between HRG's Harrisburg office at *** **** **** *****, Harrisburg, PA *****, and my residence **** ******** ***, Harrisburg is 4.7 miles (one way). However, HRG Invoice Number ****** charged me for 169.00 miles (for both visits), resulting in a $108.76 charge for ***** ****'s (SEO) visits.
  2. Labor Charges: HRG Invoice Number ****** included 4.70 hours of labor charges ($547.50), and HRG Invoice Number ****** included one hour of labor charges ($115.00), totaling $662.50. Whereas no labor work was performed by HRG at my premises. 
  However, HRG did not respond. I received a letter from **** ****** dated Dec 21, 2023 (???? attached), stating that mileage and time noted on invoice reflect ***** ****'s travel time from HRG's Lewisburg office (his base office), as well as time on-site to evaluate a potential sewage malfunction found consistent with what is noted on the invoice. However, response did not address incorrect labor charges claimed by HRG on its Invoices.
  On Jan 8, 2024, I informed **** ****** & HRG of my willingness to pay travel expenses as claimed but requested to waive off labor charges claimed by HRG, totaling $662.50, as no labor work was conducted by HRG. I received no reply from either HRG nor from Jill Lovett (copy of letter dated January 8, 2024 is attached).
  I also contacted ****** ** *******, Assistant Vice President of HRG, through my letter dated January 9, 2024, for removal of incorrectly applied labor charges by their company but received no response (copy of letter dated January 9, 2024 attached).
  On June 1, 2024, I received a repeat of **** ******'s letter dated Dec 21, 2023 (copy attached), along with a bill for $771.26, stamped "PAST DUE" based on the above HRG Invoices. 
  Fore going in view, I request that HRG Harrisburg Office be asked for the following:-

  1. To refrain from unfair and unethical trade practices
  2. Remove unjustified, unfair & bogus labor charges of $662.50, claimed on their abovementioned Invoices.
  3. Issue a corrected invoice bearing travel charges of their SEO's visit to my house.
  

  Forwarded for your kind consideration, immediate attention and prompt resolution please.
  

  Yours Sincerely,

  Business Response

  Date: 07/09/2024

  July 1, 2024

  Dear ***** ***:
  I am in receipt of your letter dated June 21, 2024 (received June 24, 2024) addressed to **** ****** – Susquehanna Township with a copy to myself as Assistant Vice President – addressed to HRG’s office at 369 East Park Drive, Harrisburg, PA 17111.
  ? Subject of the June 21, 2024 Letter: “Complaint Against Herbert, Rowland & Grubic, Inc (HRG)
  Harrisburg Office for Unfair Trade Practices and Incorrect/Bogus Invoicing”
  I am also in receipt of a letter dated June 11, 2024 (received June 17, 2024) from the Commonwealth of Pennsylvania Office of Attorney General addressed to HRG.
  ? Subject of the June 11, 2024 Letter: “***** *** ****************”
  In your letter, you state that you had contested labor charges amounting to $662.50 as follows:
  ? Invoice Number ******, dated July 07, 2022, which includes 4.70 hours of Labor ($547.50)
  – Total Invoice Amount is $656.26 which includes mileage
  – The invoice date is incorrectly stated in your letter (7/7/2022 – not 7/7/2023)
  – HRG Site Visit conducted on 6/10/2022
  – HRG Site Visit conducted on 6/20/2022
  – HRG received payment for professional consulting services rendered from Susquehanna Township on 8/8/2022
  ? Invoice Number ******, dated August 15, 2022, which includes 1.0 hour of Labor ($115.00)
  – Total Invoice Amount is $115.00
  – The invoice date is incorrectly stated in your letter (8/15/2022 – not 8/15/20223)
  – HRG Site Visit conducted on 6/27/2022
  – HRG received payment for professional consulting services rendered from Susquehanna Township on 9/6/2022

  You claim that No Labor Work was performed at your premises to justify these charges. We offer the following documentation of work performed:
  ? Note that HRG is a Professional Services Organization who invoices for time providing professional consulting services. In your situation, we provided professional Sewage Enforcement Office (SEO) Services for your property on behalf of Susquehanna Township. The Township is our retained client, and we provide 3rd party services (including SEO Services).
  ? It is our understanding that you contracted with Craig Coyne (Excavating Contractor) and Dustin Steele (Pronto Plumbing) due to an issue of apparent sewage backup into the dwelling at **** ******** ******, Harrisburg, PA in Susquehanna Township, Dauphin County. Further, it is our understanding that the Contractor had pumped out the septic tank and exposed the underground system. A request for HRG to be onsite to provide SEO services (inspect a deep probe/perc test) at your property was scheduled for 6/10/2022. HRG’s representative (***** ****) was on site as scheduled. Due to improper preparation and incorrect equipment being brought to the site by your
  Contractor to conduct the deep probe/perc test, at your request, we were asked and returned to the site on 6/20/2022.

  ? During HRG’s site visits your Contractor showed HRG the exposed septic tank and what appeared to be a cistern. The piping from the septic tank was only about 18’ long and drained directly into what appeared to be 2B stone.
  ? While onsite, HRG explained to you that another area on this property was needed to perform a deep probe and perc test to determine what repairs would be needed. Later, you determined to abandon the project and wait for public sewer to be available at the **** ******** property.
  ? HRG performed a follow-up site visit on 6/27/2022 to view the current condition of the site (backfill had occurred).
  ? As documented in Susquehanna Township’s December 21, 2023, letter to you, HRG’s Invoices includes On-Site Time, Travel Time, and Mileage from ***** ****’s base office (HRG’s Lewisburg Office).
  You also claim that you sent the following letters:

  ? Letter dated 11/26/2023 to Susquehanna Township and HRG – HRG is in receipt of letter
  ? Letter dated 01/08/2024 to Susquehanna Township and HRG – HRG is in receipt of letter
  ? Letter dated 01/09/2024 to HRG – HRG has no record of receipt
  You also claim that you received no replies from the above-mentioned letters, however:
  ? As we were not contracted directly with you, and were paid in full by our client, Susquehanna Township, we did not respond to your request. Instead, we provided information to Susquehanna Township relating to our invoices.

  ? It is our understanding that Susquehanna Township issued you an invoice for Sewage Enforcement Officer Services on November 20, 2023.
  ? It is our understanding that Susquehanna Township issued you a letter dated December 21, 2023, with a detailed description of the professional labor charges in response to your November 26, 2023 letter that you claim to not had a response to.
  As described and documented in this response, HRG is providing evidence of the professional services performed for the requested services. We believe your claim of “unfair/bogus labor charges” is unwarranted. We are attaching supporting documentation.
  

  Sincerely

  Assistant Vice President
  Civil Practice Area Leader

  Customer Answer

  Date: 07/17/2024

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
  
  
   Complaint: ********
  
  
  
  I am rejecting this response because:
  
  
  Regards,
  
  
  
  ***** ***
  

  Business Response

  Date: 07/22/2024

  Please find attached invoices. 

   

  Revised Totals:

   

                 Invoice *******            $429.81

                 Invoice ******              $115.00

   

  Total Payment to Susquehanna Township: $544.81.

   

  Customer Answer

  Date: 07/30/2024

  
   Complaint: ********
  
  
  
  I am rejecting this response because:
  
  
  
  Please refer to  *******, *******'s email dated July 24, 2024 & also find attached HRG's final/revised invoices as detailed below:
  FINAL - ************ Sewage Services ***** *** Invoice ******** for $429.81
  FINAL - ************ Sewage Services ***** *** Invoice ******** for $115.00
  Total Payable Amount: $544.81
  
  Please issue a Susquehanna Township invoice based on the revised HRG invoices at your earliest convenience.
  
  Thanks
  Yours Sincerely,
  ***** ** *** ***
  ================================================================================================================================================
  ---------- Forwarded message ---------
  From: ******** ******* <********@hrg-inc.com>
  Date: Wed, Jul 24, 2024 at 8:19 AM
  Subject: RE: File Number: BCP-24-05-****** - Reply to HRG's Email Dated July 22, 2024
  To: ***** *** <*******@*****.com>
  Cc: *******@susquehannatwp.com <*******@susquehannatwp.com>, ************ ****** <************@attorneygeneral.gov>, ********@mybbb.org <********@mybbb.org>, ********* ** <*********@hrg-inc.com>, ******** **** <********@hrg-inc.com>, ******* ***** <*******@hrg-inc.com>
  
  ***** *** 
  
  Please find attached invoices:
  Revised Totals:
  
                 Invoice *******             $429.81
  
                 Invoice *******             $115.00
  
  Total Payment to Susquehanna Township: $544.81.
  
  Regards,
  
  
  
  ***** ***
  

  Business Response

  Date: 08/13/2024

  After a number of correspondences, HRG believes that we have come to a resolution on the matter with ***** ***.   We have provided revised invoices to our Client - Susquehanna Township (with a copy to *** ***) .  *** *** is now requesting revised paperwork that references our revised invoices from Susquehanna Township.