Complaints

• Initial Complaint

  28/02/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Bertrand Plumbing and Heating charged us for a service we did not agree to. We purchased a furnace and air conditioner from them which was on a yearly service plan. In ****************************************************************** 2023 they decided to add the water tank maintenance to our contract maintenance call, but we did not approve this. They notified us of the service by voicemail and text message neither of which we listened to, read or responded to. We scheduled the service in an email response to their scheduler who reminded us of our service to furnace and air conditioner, zero mention of the tank in that email.We get the bill and it is a single line item priced in the $600 range. There is a very subtle description of added water tank to maintenance but no differentiation of this cost from the contract service call cost. I emailed to say I did not approve this service and requested an invoice that detailed the amount that was part of our contractual service obligation and the amount that was charged for the water tank. I was met immediately with hostility from the ***** ******* Bertrand. I asked for our entire invoice history multiple times which she failed to provide until I said I would be picking it up in person. I know now why she didnt want to provide ****** charged $300 for the water tank maintenance (I looked at a previous bill for the cost of just furnace and AC service which was about $300).If you use this company verify your bills carefully since they will decide to add extra services without your approval and refuse to admit that they added it without your approval.The emails from ******* were wildly unprofessional and the refusal to provide invoicing history is suspicious. We also filed a formal complaint with the ******** of ****** and **************** Delivery requesting they tell the business to provide invoice history. Although this was unsuccessful because the amount was not large enough, it is on record.

  Business response

  04/03/2024

  We sincerely apologize for the inconvenience and frustration you have experienced in connection with our recent (October 2023) service and billing for your furnace, air conditioner, and tankless water heater maintenances.
  
  Our records confirm that ************** did perform all necessary maintenance on your appliances, as mention we would do in our voicemail and text messages, and we are confident that the services were carried out to the highest standards. We acknowledge that there were challenges in our communication regarding the additional appliances in our warranty contracts. However, we did confirm twice that all three appliances were included in the service.
  
  We understand the importance of a transparent billing process. We have taken note of your concerns about the lack of clarity in the invoice, and moving forward, we are committed to providing more detailed breakdowns that clearly distinguish between contractual service obligations and any additional services.
  
  It's worth noting that we addressed your concerns back in November, and we understand that this situation might have caused ongoing frustration. Please be assured that we take your concerns seriously, and we are actively reviewing our processes to prevent similar situations from occurring in the future.

  Customer response

  05/03/2024

  
  ****** ******** *******
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  While it does not resolve my issue (as I did not receive an invoice with a breakdown of what cost was part of the contract service and what was outside that scope) hopefully it will help other clients in the future. 
  
  *****************************

• Initial Complaint

  24/10/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I received a bill for $197.00 No work was carried out on my well jet pump. I asked for the bill to be adjusted and I would pay the call out fee of $105 plus tax. They refused and said I am liable fir the full amount. Please advise

  Business response

  27/10/2022

  We hate to hear that M. ******* frustrating experience with our billing process.

  From the start, we've clearly been transparent in our labour charge and service fees.  Which was explained to M. ******* on October 6th when he requested for our services.  For training proposes, each call is recorded, which M.****** is notified before speaking to our dispatcher.

  This call was revised by our customer service manager.  The dispatcher clearly explained the fees to M. *******. As well she explained that this type of service call could lead to excavation or referral to a third company.  M. ******* approved those fees knowing that our experience service technician might not be able to fix his problem. 

  After receiving complaint from M. ******* about his invoice by email, We've responded the same day.  We reminded his that those charges we're clearly explained prior to sending a technician, and which he agreed upon.

  M. ******* was unhappy that we didn't void his invoice.

  Customer response

  27/10/2022

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

  I did not expect the bill to be voided.  I was willing to pay the call out fee but not the service of $75 I did not receive any service.

  The plumber did not even look at my jet pump.

   

  Also, when I was on hold they were still recording my telephone call during which time I was speaking with my wife.

   

  The provided me with the recordings.

   

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

*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. ↩