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:04/03/2024

  Type:Billing 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.

  I am very disappointed with my experience with ProTechs. I called to schedule a carpet cleaning and was quoted by the office staff a price of 30 cents per square foot. At no time was any other price given. I calculated my total square footage of living room and small hallway and figured the price would be around $111.90. The technician came out, one hour later than what I was scheduled for, and completed the work. I asked the technician if I could make the payment at that time and he said he was only told to measure the space, that I could not make payment. Once I received the bill in the mail it showed a minimum job price of $250. I have been going in circles with protechs, unable to speak with anyone except the office staff, conveniently, and was told the bill would be lowered to $200. As a consumer, I have a problem with being charged a price much higher than what I was quoted. Three months later, I am still without answers and a bill due of $200. I am choosing to pay this bill because I have excellent credit, and I do not want anything to go to collections, although I want to make it clear that I am not in agreement with the billed amount. I am extremely disappointed with this experience and will not be recommending protech to anyone else.

  

  Business Response

  Date: 05/01/2024

  *******, 
  We are sorry that you were disappointed with your experience. You told us that you were very happy with the quality of work. Our goal is to give every customer a great experience and we are really sorry that you feel as if we didn't meet your expectations as far as the cost. 
  We informed you that our charge is between .30 - .47 cents per square foot with a minimum charge of $250. We cleaned ***** sq ft: at $0.30 it would be $112.05 and at $0.47 that would be $175.55 and even though our minimum charge is $250.00 we lowered your invoice to $200.00 and gave you 4 months to pay. 
  Again, thank you for the opportunity to do business with you. Were happy that we exceeded your expectations in the quality of our work and again we apologize that you were disappointed with the price. 
  

  
  

  Customer Answer

  Date: 05/01/2024

   I am rejecting this response because:
  The information in the response is inaccurate. I was quoted a price of 30 cents a square foot. At no other time was I quoted a different price. I scheduled the job, it was performed, then I received a bill for more than double and at THAT point was told a different price, AFTER the job was complete. 
  you gave me four months to pay the bill? Haha. I kept calling to try to resolve the price issue during those four months and was being told that the owner would call me back. I was waiting for communication from your company, which never happened. 
  
  
  

  

  Business Response

  Date: 05/06/2024

  Please see attached.