Complaints

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• Initial Complaint

  Date:08/15/2022

  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: 17718689
  
  I am rejecting this response because: His recount of the situation is hearsay and 2nd hand. I never said I wasn't paying electronically. I said I did not set anything up on an online portal and that the former owner had taken my credit card information over the phone and set it up for me. That was my problem...they insisted I set up an online portal myself. I was not interested. My complaint is more about how the *** of this company called me an a****** and seems to think it is acceptable. 
  
  Sincerely,
  
  *************************at paying clients like ****, blaming the client for tone when the employee should have recognized she was the reason for my getting upset. If the president speaks of customers this way, it's not surprising that the staff would value them as little as he seems to. The amount of the bill they are charging me for is $103.22. I do not feel I should be paying for offloading considering they fired me and I did not have a choice but to go with another company.

  Business Response

  Date: 09/13/2022

  We acquired this client through a recent acquisition. Her company had been paying via the old companies electronic payment system. I have the transactional records to prove this. Our office manager reached out to her company to offer to set them up on our electronic payment system. She claimed that she was not paying electronically and assumed that we were forcing her, when that was never the case. After the conversation **** called me in tears. **** described a conversation that was shocking to me. She felt that this person accused her of lying and underhanded dealings. I checked with some of our new staff members and learned there was a history of condescension and bullying behavior from this person. So we decided this is not a company that we want to service. We did not fire her, We transitioned her to a direct relationship with the consultant that was already primarily working her account and we did this in a thoughtful and respectful way. During the transition we performed services to help ensure continuity of support. These services are both industry standard and are covered in our master services agreement. When she contacted us to complain about the $100 charge we felt it better to waive the fee than put up with any more of her behavior. I want to be clear, **** is a ****************** person who gets a lot of positive feedback from clients and co-workers. Ms. ******* own word speak for themselves.