Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

• Initial Complaint

  Date:09/20/2023

  Type:Product 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.

  On Aug 10, 2023 I requested a smoke detector inspection to obtain a certificate of compliance per M.G.L. Chapter 148, Section 26F, 26F 1/2 for a resident as required by ************* before a sale of a residence. Normally it would take less than one man one hour to perform the inspection per the local fire department. **** Bills required a $250 deposit to schedule the inspection and then performed the inspection, issued the report to the local fire department and I then received the smoke alarm certificate. One week later I received a bill for two men for two hours with a cost of $540. **** Bills Invoice #T4353 dated 8/29/2023.

  

  Business Response

  Date: 10/02/2023

  To whom it May Concern,
  
  ** Bills is writing this letter in response to BBB complaint number ********, filed on September 20, 2023, by *********************. In ****************** complaint, he asserts ** Bills has overcharged him for a home smoke detector system inspection. His claim stated the local fire department suggested it would take less than one man one hour to perform the inspection. He also stated he received an invoice from ** Bills on August 29, 2023, for $540.00 for two men for two hours. **************** is seeking a billing adjustment from ** Bills.
  
  On August 10,, 2023, ** Bills received a call from **************** asking ** Bills to perform a same-day residential fire alarm system inspection. ** Bills was able to accommodate his request and sent two technicians (adding on to their daily schedule) to the residence to perform the inspection. It is ** Bills company policy to send two technicians on an inspection service call to ensure one hundred percent system inspection as well as for the safety and security of all parties involved. The ** Bills technicians accomplished the inspection noting a few device failures. They reported the device failures to **************** and replaced a defective heat detector while on-stie. Mr. ******* told our technicians that he did not want to pay us for the other devices and said he would purchase them on his own. Once all of the devices are replaced ** Bills will be able to give **************** a passing inspection report. The fire department will only accept a one hundred percent passing report to satisfy the *** Chapter 128, Section 26F requirement. On August 17, 2023, ** Bills returned to ****************** residence to replace a smoke detector which had purchased and provided. Upon completion **************** was forwarded a completed fire alarm system report.
  
  ** Bills company policy requires any residential and commercial project to provide a fifty percent (50%) deposit for any work being completed. **************** approved the job to be invoiced as time and materials and was asked to provide a two-hundred-and-fifty-dollar ($250.00) deposit to secure the same-day service request. Once the job was completed, **************** was invoiced for the remaining balance. An invoice was sent to **************** on August 29, 2023, totaling four-hundred-and-ninety dollars and forty-five cents ($490.45). The invoice total included the remaining balance from August 10th, ($343.82) and the service provided on August 17th ($143.82). **************** called ** Bills the same day and spoke to the Service Manager, complaining about how expensive the invoice was. As a show of good faith, the Service Manager told **************** he would remove the fee for the return trip, saving him one-hundred-and-forty-three-dollars and forty-five cents ($143.82). **************** was invoiced again on September 1, 2023, the total amount being five-hundred-and-ninety-six dollars and sixty-three cents. This reduced invoice was provided by **************** as evidence in his BBB complaint. **************** called ** Bills on September 1, 2023, asking to speak with the Service Manager. The Service Manager returned his call on September 15th where **************** again complained the invoice was too high. The Service Manager told him that we had listened to his concerns and, out of good faith, reduced the invoice. This did not satisfy *****************
  
  ** Bills has been in business since **** and has provided quality services at reasonable prices as long as it has been in business. ** Bills has also successfully worked with many clients/customers to resolve issues and come to a mutual understanding. *************** stated in his complaint that the local fire department suggested it would take less than one man one hour to perform the inspection. The fire department may not have the same policy of sending two individuals for a life safety inspection and will not change faulty/defective devices if found. **************** is using the fire departments comment as the basis for his complaint, but the comment does not consider everything that is/was accomplished for this inspection. ** Bills also uses the ********** time-tracking app to track its employees. On August 10th, the app has the technicians travel, work, and follow up time (paperwork and inspection documentation) for ****************** job listed at **** hours. In lieu of this and the discount ** Bills has already provided ********************** Bills is not inclined to reduce his invoice any further.
  
  ** Bills is providing this letter in response to BBB complaint number ********, filed on September 20, 2023, by *********************. In ****************** complaint, he asserts ** Bills has overcharged him for a home smoke detector system inspection. ** Bills requests the Better Business Bureau consider the facts provided in its deliberation of the complaint.
  

  
  

  Customer Answer

  Date: 10/03/2023

  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.]
  
  Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
  
  FAQ
  
  Regards,

  ****