Complaints

• Initial Complaint

  06/29/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Courtemache Services LLC started repairs on our 24ft box truck for a KNOWN electronic transmission problem on March 21, 2022 and as of this day, June 29, ************************** their possession. They billed us three separate times. We paid $6187 in repair bills for work which did not address the issue or resolve it. The truck was returned to us three times by Courtemanche Services and the problem still existed. They related that they could not find the problem. Prior to payments I complained about the labor costs and the fact that the problem was not repaired and the truck was not available for business use. All three invoices were paid while the truck was still in their possession. On the fourth attempt the truck was brought to another company for testing and repair.On many occasions we emailed for an update on the truck also asking for a physical address which was unknown to us until June 27, 2022. We were told the repairs were completed and an invoice was sent to *********** for $11,437 with a 3 day net and 4% late fees if not paid within that time. To date, the late fee has been applied twice totaling $932. I again questioned the invoice, specifically the hours of labor, shop parts and special equipment charges. We were told we would not get our truck returned until the **** was paid in full.We requested a test drive to make sure the repairs were successful given their track record, and we set up a date for June 28, 2022. At that meeting we were told that they would not allow my partner to drive the truck nor would they take it out of their parking lot. We offered payment arrangements twice which were refused. We are a woman owed business that collects electronic waste for recycling and in business for 11 years. We service 36 municipalities in RI and this situation has caused us loss of business, undue stress for staff, and a financial hardship. This truck provides 35% of our income and is sorely needed.

  Business response

  06/30/2022

  Dear ***************,
  Upon reviewing your complaint with our company, Courtemanche Services LLC, I would like to address some of your concerns. First being we have had the truck in our possession since Mid April 2022, not March 21, ******************* the complaint. Also, *********** stated in the complaint that we returned the truck to you three separate times with the same issue. If you go back to the invoices that you attached for reference, you will see on the first invoice (****), the date of service was March 21, 2022. On Invoice Number ****, the description of what was done is on the invoice. It states "No start, No transmission, bad speed sensor" as the problem. The action taken was replacing the speed sensor and cleaning and inspecting all transmission connections, plugs and grounds. Upon this inspection we found a broken ground strap. Which was also replaced. Please note this also took place on the side of the road and was a temporary fix to get your truck back home without having to call a tow. And so in conclusion your truck was in fact returned to your company. After March 21, 2022. 
  Secondly, Both invoices (****,****) also have descriptions for what was done to the truck. Invoice **** also indicates the work was done on the truck in question, but to the liftgate of the truck. Upon receiving your call in regards to this issue it was stated that the truck was working fine until one of the owners, *****, got out of the truck to use the lift gate and upon getting back into the truck, that's when the truck shut off and the lift gate was not working. Upon going through electrical connections in the truck and plugs and not finding anything wrong. We cleaned all connections and plugs as well as clearing the codes the truck's computer was throwing off. We completed a regen of the truck and ran the truck with no problems for 1.5 hours. 
  Invoice **** upon going over the truck the alternator needed to be replaced. As well as the wheel speed sensor and the output shaft sensor. Again, we cleaned all connections and tested them as well as the power points. 
  Before agreeing to complete the truck's electrical issues, you were advised by the owner of Courtemanche Services LLC, that this was an intermittent electrical issue. Meaning this issue was not taking place constantly. Courtemanche Services LLC also advised that in order to go through the truck and figure out the electrical issue it would be time consuming and ultimately, not worth it after the time that could be spent on this. *************** insisted we take the job. 
  After taking the job we, Courtemanche Services LLC, realized we did not have the correct computer software for this specific truck and in turn we sub-contracted this out to another small business that we work alongside on a weekly basis. Unfortunately there was a delay with parts. Once parts were received it was found that the wrong TCM (transmission control module) was sent. Upon returning the wrong part and receiving the new one there was a truck in the garage that had gotten delayed. This in turn pushed back the schedule for Indie Cycles truck. The truck was completed on June 17, 2022 and an invoice went out on June 21, 2022. 
  Our invoices have always had a Net of 3 days. We have also recently (this year) implemented the 4% finance charge, otherwise known as a late fee. At the bottom of each invoice you will find the following; "Please review this invoice carefully and if you have any questions, please notify us immediately so we can address it prior to the due date. No changes can be made to any invoices that are past due. Please send payment within the terms listed above. We will assess a finance charge of four percent (4%), per term, on all amounts over terms." Our terms (NET 3day) were also discussed when a check was picked up for our very first job for your company. Invoices for work performed the previous week will be billed out Tuesday and we normally pick up our checks from customers on friday. We were told that picking a check up from the business address on Fridays did not work because someone was not always in the office. A verbal agreement was made that it was ok to mail checks from now on. That being said, the next invoice, ****, was due 3/25 and was not paid until 4/22. On April 22 we were supposed to pick up a check for a total of $6,187.60. This amount reflects all three invoices. Invoice **** was due on 4/15 and invoice **** was due 4/22. We only received payment for invoice **** on 4/22 because a payment plan for the remaining was verbally agreed between the owner of Courtemanche Services LLC and *******, from ***********. The arrangement was Invoice **** would be paid 4/29. Invoice **** would be paid 5/13. If not paid on time we would apply all late fees to date. *********** was on time with payment on 4/29 but on 5/13 we had no response until the following day after repeated phone calls and text messages reminding them of our payment arrangement. 
  On monday 6/20 we were sent an invoice from *********** requesting we pay their vehicle rental fees of $1,326.08 in total. I attached a copy for reference. *********** asked us to pay the **** or to discount that total from the invoice that was yet to be written up. Courtemanche Services denied paying this **** because there was no proof they rented any truck and we were under the impression they had no way to conduct business without this truck, which is still in question. With no proof of loss of business and no proof *********** rented these trucks out from these companies we chose to deny the request. 
  As for the current invoice, ****, originally totaling $11,437.15 due 6/24. Courtemanche Services billed this out on Tuesday, June 21 and the invoice was due Friday, 6/24. After *********** reviewed the invoice an email was sent to Courtemanche Services asking for an explanation of why there was 85 hours of labor and what the "special Equipment Charge" was. Also asking for a payment arrangement, given the large ****. Courtemanche Services replied to this email and explained the labor hours were in total since we have had the truck (Mid April) until the most recent service date of 6/17. It was relayed that the special equipment charge was the computer software that our company did not have available. This charge was billed to us via our subcontractor. We also expressed that we were not releasing the truck until payment was made in full and funds cleared. This was due to our previous problem with payment for a much lesser amount. We also explained that a payment plan was not an option at the moment because of previous payment issues. *********** asked for a test drive and was granted the request. While it is in our possession and we do have a lien on the truck for lack of payment, we were advised by legal to not let *********** test drive the truck. This would eliminate any potential damage done on purpose to the truck that ultimately could cost Courtemanche Services money. At the test drive on 6/29 at 10am,both parties met at a mutual dirt parking lot where COurtemanche Services test drove the truck from the parking lot off exit 7 on 295 to exit 10 on 295 and around the citizens bank parking lot and back to Exit 7 on 295. *****, who is said to be part owner of ***********, was there for the test drive. He was able to look over the entire truck and did not express any damage concerns, or mechanical concerns at this time. At this time ***** wanted to take the truck. It was again reiterated that the truck is in Courtemanche Services possession until payment has been made in full and the funds have cleared. ***** then attempted to contact ******* for payment and was told by ****** Courtemanche Services owner, that he had to be somewhere and could not wait but he could contact him after he talked to her. As of today 6/30 at 7pm we have not heard a response for their payment proposal. 
  
  On Tuesday, 6/28, the day of the test drive. At approximately 6;30pm an email was sent to our subcontractor and COurtemanche Services LLC from *********** requesting proof of liability insurance. They were requesting in case any damages were to incur while in either company's possession. After receiving a response from our subcontractor to ***************, Courtemanche Services learned that *********** has an outstanding **** with our sub-contractor. The **** has been outstanding since November 2021. They also have possession of another *************** truck because of the unpaid invoice from november. ********************* was notified of this email because it could've been seen as a potential threat. Taking into consideration the lack of funds to pay and that Courtemanche Services has had this truck since Mid April, as well as our subcontractor having another one of their vehicles since november, we didn't provide proof. *********** was notified that both companies had adequate insurance to operate and perform business, the PD was contacted as well as Courtemanche Services attorney who is currently on this case. In that email *******, was asked if they had come up with a payment option or not. Again, no response has been given. 
  Courtemanche Services LLC is willing to work out a payment schedule for ***************, the truck has a lien and is in collections and will not be returned until payment is made in full. A billing adjustment cannot be made to the invoice in question because that would result in a loss of money for Courtemanche Services. All parts, labor and materials have been paid for on Courtemanche Services end. 
  In conclusion, Courtemanche Services apologizes for any work lost due to the repair of the truck. We understand and support as many small businesses as we can. But please understand it hurts our company by not being paid the current total because we have already paid out the money in parts, labor and materials. 
  In this complaint *********** stated Courtemanche Services has had their truck in possession from 3/21-6/30 (current day). Courtemanche Services has returned the truck three times since 3/21. This is also stated in the complaint from ***********. Also stated in the complaint *********** noted that this has caused a financial hardship as well as a loss of business, but has asked us to pay truck rental fees. (see attached) I have attached a copy of the email from *********** requesting insurance information as well as the responses to her email. Also attached is a copy of the lien letter sent to *********** from our attorney. A copy of the payment and payment dates summary made prior to this invoice in question to cross reference with invoices *********** has attached and to show late payment trend. Last is a copy of the invoice from *********** to Courtemanche Services requesting payment for rentals we don't know exist. 
  
  To sum everything up, Courtemanche Services is willing to work with *********** in regards to payment plans, but will not receive the truck until it is paid in full. The Invoice will not be able to be adjusted. I believe Courtemanche Services summed up the explanation of charges. With special equipment and labor being addressed in a previous paragraph. Hopefully this resolved any questions or concerns.
  
  

  Customer response

  07/10/2022

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

   

  [You must provide details of why you are not satisfied with this resolution.  If you do not enter a reason for your rejection, your complaint will be closed as Answered.]

  RE:  Complaint # ******** Response:

  
  On July 1, 2022  *************** retained a lawyer after receiving communication from an attorney/collection agent representing Courtemanche Services.  As of this date, 7/10/2022 the matter is NOT resolved.  I reserve the right to update this situation when matters are settled.

   

  Sincerely,

  ***************************, Owner/Partner

  ****************

   

   

   

   

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