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:02/17/2025

  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.

   
  Complaint: 22954304
  
  I am rejecting this response because:

  I am writing to formally dispute the false invoice, unauthorized credit card charge, and misrepresentation regarding my interactions with Wilbert Precast. Your companys response contains multiple false statements in an attempt to justify an improper charge and continued invoicing for an order that was never fulfilled.
  
  On November 1, 2023, Wilbert Precast delivered the wrong product. This order was immediately returned with your driver, ******, who did not unload or leave the product at my location, as he was simply retrieving it for return.
  I never accepted or kept this order, and I have email correspondence with **** ***** requesting a revised quote for the correct product, further proving that I did not take possession of the incorrect items.
  Wilbert Precast falsely claims that I provided my credit card information to **** *****. This is completely untrue. I never gave **** ***** my card information at any point.
  In reality, Wilbert Precast stored my credit card information without my knowledge or consent from a prior purchase made on November 29, 2022. At no time did I authorize your company to retain or reuse my payment details.
  Your company unlawfully processed a charge on my card without authorization, months after the supposed transaction date. This was an improper and deceptive business practice.
  Wilbert Precast falsely claims to have attempted to contact me before running my card. I was never contacted by phone, email, or any other method regarding this charge.
  Your company now claims the charge was for a delivery on November 3, 2023. However, the only document you have provided with my signature is dated November 1, 2023for an order that was returned.
  I Request for Proof of Delivery on November 3, 2023
  Since you claim the invoice and charge were for a delivery on November 3, 2023, I am formally requesting that you provide:
  A signed delivery receipt, dated November 3, 2023, proving I received goods on that date.
  Any additional documentation showing that a delivery occurred on November 3, 2023, including driver logs or warehouse records.
  Additionally, I called your local office and verified that ******, the driver who was involved in the return of the incorrect order on November 1, 2023, still works at Wilbert Precast. While I did not get to speak with him directly, I am confident that he can corroborate that the order was returned and that he did not unload the goods at my location.
  When ****** came to do the delivery, he specifically mentioned that **** ***** had made so many mistakes within the company that he needed to go, implying that ****** handling of orders, including mine, was part of the reason for the confusion. I also understand that **** ***** is no longer working for Wilbert Precast, which further validates the concerns raised about his role in the errors related to my account.
  If you cannot provide proof that I actually received a delivery on November 3, 2023, then your claim is fraudulent and must be retracted immediately.

   

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

  ns about their billing practices and unauthorized retention of customer payment information.I ********************** that my account balance is ******************* that my credit card information has been removed.3.An explanation of how they will prevent future billing errors.If this issue is not resolved, I may escalate my complaint to consumer protection agencies or pursue legal action. I appreciate the BBBs assistance in addressing this matter.

  Business Response

  Date: 02/28/2025

  ****** received delivery of product on November 3rd, 2023. The invoice#******* in the amount of $2,057.70 is the only invoice that has been generated for that delivery and only charges for the goods that he received. He has a C.O.D.account with ********************** and is required to pay for goods received at the time of delivery. He gave his card information to his sales representative, **** *****, who was not familiar with the payment processing system so instead of running his card he only stored the information so that it could be run at a later time by accounts receivable. **** did not inform accounts receivable that he needed them to run the card for payment and the missing payment only came to their attention a few months later after Wilbert had initiated a new credit card surcharge for payments over $1,000.00. Our ************* attempted to contact ****** before running the card and was not successful, so they processed his stored card. Shortly after running the card, ****** reached out to Wilbert and spoke with the controller demanding that the card be refunded because he did not authorize the charge and insisted that his card was charged at the time of delivery. The controller reviewed their payment processors records for the delivery date, finding that there were ************************************************* 7910. The controller then asked for ****** to provide documentation from his credit card company that he had been previously charged and informed ****** at that, while Wilbert can refund his card as requested, until he provides documentation of being previously charged at the time of delivery that we would continue to show his account as unpaid and that it would accrue finance charges and would be subject to the initiated credit card surcharge when paid later.Instead of providing documentation, he disputed the charge with his credit card company. The dispute was awarded in his favor, not because he had paid previously, but because he did not authorize the payment that was run at the time that it was run. ****** has still not provided documentation of payment and Wilbert is preparing to send him to collections for his outstanding charges.

  Business Response

  Date: 03/17/2025

  After receiving notice of ******** rejection to my response,I reached out to the Branch Manager in ******. She drove out to ********************************************************** on 3/14/2025 because this is the delivery location for the ******** Short ***** project where delivery was made. She then took the attached pictures of our product at his location. How is this material on site if you never accepted delivery? I also noted the account from our driver,****** *****, describing how he made delivery which was signed for on November 1st. Yes, there was initially a problem noted with the coring, but this was corrected and redelivered within the same week using the original delivery paperwork. With photo documentation of the product clearly being on the customers job site, I request that Mr. ******** provide documentation that he had previously paid. If he is unable to provide documentation of prior payment (not including the charge that was disputed & refunded), then Mr. ******** must either return the product or pay for it.

   

  ****** ******** account of events:

   I loaded the items on the ticket and delivered them to 420 Viewcrest. I unloaded the product and had ****** sign the paperwork. ****** noticed that the base was cored incorrectly and called ****. I then returned to the plant empty and talked with ****. **** had me deliver the correct base out to the site in the same week. 

  Our branch manager in ****** is happy to come back out to the jab site to remove the product at any time if you wish to return it.

  Customer Answer

  Date: 03/19/2025

   
  Complaint: 22954304
  
  I am rejecting this response because:

  
  Wilbert Precasts recent claims, which contain misleading statements and inaccurate information regarding the timeline of events. I am providing this rebuttal to clarify the facts.
  1. I Never Denied Receiving the Correct ProductBut Wilbert Is Attempting to Collect for a Returned, Incorrect Order
  In my initial complaint, I clearly stated that Wilbert Precast made three trips to the job site:
  The first two deliveries were incorrect, and I returned them on the spot.
  The third delivery was correct, and I accepted the product.
  The invoice Wilbert is now trying to collect on is for the second, incorrect delivery, which I never accepted and which their own driver, ****** ******, returned to the plant.
  Wilbert Precast is falsely representing that I am disputing the final delivery, which is not the case.
  Instead, I am disputing the invoice for the incorrect, second delivery that I never accepted.
  2. Wilbert Has No Record of a New Delivery or Final Payment
  After the second failed delivery, Wilbert Precast has no record of any new deliveries or payment.
  Their claim that they redelivered the correct base "within the same week using the original delivery paperwork" is suspicious and unverified.
  They have not provided a valid invoice or delivery receipt for the third, final delivery.
  Their failure to generate new paperwork for the correct order raises serious doubts about the legitimacy of their invoicing practices.
  3. My Final Order Was Different from the Incorrect Order Wilbert Is Trying to Collect On
  The final, correct order that I accepted was different from the order Wilbert is now attempting to collect on.
  I have email correspondence with **** ***** (the former salesperson) asking him for a new quote, confirming that the correct product was different from the previous incorrect ones.
  This directly contradicts Wilbert's claim that they simply redelivered the same product with the original paperwork.
  Their claim is false, as I requested a revised quote for the correct product, proving that the final order was not the same as the one they are billing me for.
  4. Wilberts Photo Evidence Is Irrelevant
  Wilbert claims they have photo evidence of the product on-site, but this does not prove their case.
  The photos were taken on March 14, 2025over a year after the disputed eventsand do not confirm when the material was actually delivered.
  The presence of the product on-site does not validate their claim of a November 1 or 3, 2023 delivery.
  Without timestamped delivery records, driver logs, or valid delivery receipts, their photos are meaningless.
  
  5. Wilberts Shifting and Inconsistent Timeline
  Wilbert Precasts claims have repeatedly changed, making their version of events unreliable and contradictory:
  Initially, they claimed the charge was for a November 3, 2023 delivery.
  Now, they are claiming it was for a November 1, 2023 delivery with an alleged redelivery.
  Despite this, they still cannot provide a valid delivery receipt or new invoice for the final delivery, which they claim justifies the charge.
  6. Wilberts Deceptive and Unlawful Practices
  Wilbert Precast continues to demand that I provide documentation of prior payment, despite the following facts:
  I am a private customer, not a business with accounting records.
  The burden of proof is on Wilbert Precast, not me.
  Wilbert Precast unlawfully stored my credit card information from a prior transaction on November 29, 2022, and later charged it without my authorization.
  This was an illegal and deceptive business practice.
  7. My Demands:
  Given the false claims, conflicting statements, and lack of valid proof, I request that the BBB:
  Hold Wilbert Precast accountable for their deceptive invoicing practices and false statements.
  Require Wilbert Precast to:
  Immediately clear my account balance and confirm in writing that I owe no outstanding amount.
  Cease all collection attempts related to this false charge.
  Provide valid delivery documentation, including driver logs, a new invoice for the final delivery, and proof of payment.
  Confirm in writing that my credit card information has been permanently removed from their system.
  
  Thank you for your attention to this matter. I trust that the BBB will hold Wilbert Precast accountable for their misleading and unlawful practices

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

  Business Response

  Date: 04/17/2025

  Im reaching out to you in regards to the complaint that we have received from the individual below. When I log in to view the complaint, I get a notice that I need to provide a final invoice for the third delivery made to this customer. There is no such invoice. We have delivery tickets that are used for delivery of goods and continued to use the same delivery ticket for Mr. ******** until we were able to delivery goods in full. His latest response acknowledges that he has received the goods in full without dispute. We have provided a signed delivery copy. He has only been invoiced once for this delivery as shown in his picture of the statement. Any following charges are finance related due to lack of payment. The refund he references is due to one of our previous receivable clerks running his card information a few months after his delivery when she realized that he wasnt charged in the first place. He disputed the charge on the basis that he didnt authorize our running of his card and received a refund for that reason. He refuses to provide proof of original payment and requests that we provide proof that he paid. We cannot provide this because he hasnt paid. With his refusal to pay or provide proof of payment for that materials he has received, he has been sent to collections. What more can we do?

   

  Thanks,