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Complaint Details
Note that complaint text that is displayed might not represent all complaints filed with BBB. See details.
Initial Complaint
12/09/2024
- Complaint Type:
- Billing Issues
- Status:
- Resolved
Westpro sent me an invoice mistakenly marked with a due-date of 12.25.24 after the job was completed but after I presented the email to them, they made up multiple invoices marked with a past due-by date and erroneous late fees of $2,000 and a different invoice with a late fee of $243. I unknowingly paid my left over balance of $2,428 plus a late fee of $243 on *******.Why did I pay a late fee when they initially emailed me an invoice with a due date of 12.24.25?
Business response
01/09/2025
*****, we wanted to say, again, how sorry we are and how much we appreciate you bringing this to the team's attention. From what we understand, we accidentally sent you an invoice with the wrong due date. A member of our team corrected this and sent you a new invoice with the correct, and much sooner, due date. We agreed this was our error and you should not be charged late fees for our mistake. Unfortunately, another member of the financial team incorrectly sent you a final invoice with late fees attached. Someone in your household paid this without realizing it. We have talked at length as a team about how this happened and how we can prevent it from happening in the future. Since your original complaint, we have, as you know, refunded this late fee (check copy attached). Hopefully, this has resolved the issue to your satisfaction. But again, we are incredibly sorry it happened in the first place.
Sincerely,
The WestPro Team
Customer response
01/10/2025
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,
***** ********
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Customer Complaints Summary
1 total complaints in the last 3 years.
1 complaints closed in the last 12 months.
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