ComplaintsforCertified Backflow Testing
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Complaint Details
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Initial Complaint
05/16/2024
- Complaint Type:
- Billing Issues
- Status:
- Resolved
In June 2023, I called Certified Backflow Testing to see if I was on their annual callback list. I was told I was not. I also did not receive a email from them which is supposed to be sent to clients on their annual callback list as a reminder that testing would be done. I therefore concluded I indeed wasn't on their annual callback list, and I did not make an appointment request for them to provide testing. They came anyway and tested our irrigation system, and we were charged $60.00. When I disputed the unwanted service and subsequent charge, ************************* assured me the charge would be credited. Nearly a year later, I'm still receiving an invoice from them. I haven't paid it and I'm hoping you can help me in getting the charge removed.Business response
06/04/2024
We deeply regret the inconvenience and frustration you have experienced with Certified Backflow Testing. Your satisfaction is our top priority, and we are truly sorry for the oversight that led to this situation.
Upon reviewing your complaint, it is clear that there was a misunderstanding regarding your status on our annual callback list. We sincerely apologize for the error that resulted in our team conducting a service you did not request and subsequently charging you for it.
We understand that you were assured that the charge would be credited. We are genuinely sorry that was not immediately resolved and that you had continued to receive invoices despite your dispute nearly a year ago. This is not reflective of the service standards we strive to uphold. We have voided out the invoice leaving no balances on the account. We are also reviewing our internal processes to prevent such occurrences in the future and ensure better communication with our valued clients.
We appreciate your patience and understanding as we work to resolve this issue. Should you have any further concerns or require additional assistance,please do not hesitate to contact us directly at 877-STOP-INC. Once again, we apologize for any inconvenience this may have caused and thank you for bringing this matter to our attention.Customer response
06/04/2024
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.