ComplaintsforJahnke Heating & Air Conditioning Inc

• Initial Complaint

  07/31/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  This business sent me a bill when payment was made directly to the technician upon services rendered. This company will not return my phone calls to resolve this. Furthermore, they are not returning my emails. My email contained the bill they sent me and a receipt from my bank showing the bill was paid. This is not the first time they have done something like this. Last year, when I used their services for another situation, they turned me over to a collection agency after my bill was already paid. They sent me a letter of apology which was appreciated for that matter. At the time being, I just want them to acknowledge that my bill has been paid for this recent use of their services. I am fearful that they will turn me over to collection again.

  Business response

  09/02/2022

  RE: ID#********
  
  Good Afternoon,   I would like to submit a response to the complaint that was filed against our business Jahnke Heating & Air Conditioning on Aug 1, 2022.
  It is our intention to resolve the problem and satisfy our customer **********************************  I believe after our last phone call that has been achieved.
  On July 3 ******************************* called our office and an afterhours technician was able to diagnose and repair her air conditioner later that evening.  The problem was taken care of and she was billed $216.  She paid with a credit card directly to the technician.
  The computer system that we are using creates the invoices where the technician can add charges and accept payments then we export or move over that information to our accounting software.  Typically, we batch all the  payments and invoices for the day and send them over to our accounting software together.  
  Unfortunately, during this week of the  July 4th during a heatwave with temps well over 100 degrees we were experiencing some kind of computer error message and the payments were not coming over as they were supposed to.  With hundreds of phone calls coming in during this heat wave, we did not notice this problem right away and sent out our monthly statements on July 19th.  There were other customers that also had credit card payments that did not export over as well. I assure you that this was not intentional and it was merely a computer problem that we resolved as soon as it was discovered.
  When ********************************* initially called our office, it was Wed July 27th 5:41pm and our office was closed.  On this particular day, according to the ************************ said it was 111 degrees in Medford.   As always, we do the best we can in helping our customers and providing exceptional customer service to each and every customer.  We have been extremely understaffed and extremely busy but still adhere to providing the best possible service to every customer that we can get to each day.  I am not trying to make excuses but just want to describe the conditions at our office during this time.  We are actually very grateful that we were made aware of the problem and could put a procedure in place to double check these exports as they are coming over to our accounting software just as they are supposed to.
  I have called ******** and apologized and sent her a paid in full invoice.  I believe that this matter is now resolved.  
  It was just a computer error and we are sincerely sorry that she felt ignored and felt the need to report us before we could settle the dispute between the two of us.
  Sincerely, 
  
  ***********************
  
  Office Manager
  Jahnke Heating & Air Conditioning
  
  ************ Direct
  ************
  
  ************************************************************

  Customer response

  09/02/2022

   
  Complaint: 17648679
  
  I am rejecting this response because:

  I did not appreciate the comment, I am sorry she felt the need to turn us in.  What you didnt acknowledge was that you guys did something similar the previous year.  You turned me over to a collection agency after my bill was already paid.  I didnt turn you guys in to BBB then, instead, I worked it out with you.  When I was doubled-billed this time around, and then not responded to, I felt I had no other recourse.  At that point all trust was lost with your company.  I didnt want another bill that was paid to be turned over to collections. There are a lot of excuses in your response.  So then, lets hear what you have to say about turning me over to collections the first time around. Was there another problem with your computer system back then too?  Put yourself in my shoes!  Wouldnt you question the integrity of a company if this happened to you? 

  
  Sincerely,
  
  *********************************

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