ComplaintsforWheel Get You There

• Initial Complaint

  01/16/2024

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  On 9/28/2023 the merchant charged $202.70 to a credit card my father had on file with them. I did not recognize the charge and contacted them for more information. I was told there was no record of services provided to my father around that time. The merchant apologized and asked me to dispute the charge with my credit card company. Soon afterwards, I received notification that my dispute was denied by the credit card company. The back up documentation I was sent from the merchant showed charges for wheelchair transportation services for another person with the same name as my father. Also the pick up and drop off points were in a different city than my father's residence at the time. Additionally the date of the service provided was 9/21/2023, over three years after my father passed away (8/21/2020). I re-opened the dispute with my credit card company and provided a complete explanation, proof of my father's residence while alive, plus copies of his death certificate and obituary. Once again, the credit card company denied my dispute. Can you help get my money refunded? Thank you

  Business response

  01/18/2024

  I never received a call from this card holder questioning a charge. Had I received a call, I would have looked into his concern. I am the only one that handles finances for the company. My staff would never tell someone to dispute a charge. They would give me the message to call the person back. I never got a call or a message. What I did get was a deduction from my bank account months later for a charge with the explanation that we billed for a trip we did not complete. We deal with a lot of elderly people that forget that they used our services when they get their credit card statement weeks after a trip was completed. When I received the dispute, I provided the cc company with trip details. We have software with GPS tracking that time stamps date, location and times of pick up and drop off. We did complete a trip on the date in question for a *********************. That being said, that is a common name. It is possible that when ********************* called to schedule his trip, my dispatchers saw that he was already in our computer system and booked the trip for him and it could have been a different *********************. Had the complainant called me, I would have looked into it and could have resolved this without going to this step. I pride myself on being a person of integrity and we are hear to help seniors, not bill for services not rendered. At this time, I still don't even know who the person is that submitted the complaint and if it has any merit because I haven't spoken to him. My resolution would be for him to call me and let me look into it. I am out of the office today and tomorrow. He can call me Monday and if a refund is due, I'd be happy to issue it. We don't bill for service we  don't provide. We did transport "*********************" on the day we billed for. Even the complaint does not state the name of the patient. All we get from the credit card company is the last 4 digits of a credit card number when a dispute is filed. No further information

  Customer response

  01/22/2024

   
  Better Business Bureau:
  
  I contacted the business and the dispute has been resolved to my satisfaction. 
  
  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. ↩