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:09/08/2023

  Type:Billing Issues
  Status:

  ResolvedMore 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 6/22/23 I called Barnes to come remove a bat and inspect my home for more possible bats. I was told via phone it would be $350 if they had to remove a bat. They came out and did not do a thorough inspection and did not remove any bats or anything else. Then I was quoted about $5000 to seal up my house to prevent further infestation, although they couldn’t even tell me if I had a current infestation. I was sent the quote for the fixes but chose not to use them due to the lack of professional behavior (texts at 8pm at night bothering me asking if I wanted to go forward) and lack of thoroughness in their initial visit. Weeks later I get more texts at unprofessional hours asking me if when I’m going to pay my bill. I let them know I never received one. I never received any bill for the initial visit via mail. After that text I got one via email on 8/15. It had a $30 late fee on it which was no warranted as they had never sent me a bill in the first place. Also since there was no bat removal the $350 wasn’t warranted. On 9/6 they served me a civil complaint for the bill to take me to court. I did not even get the standard 30 days to pay before this. The company did not do the job they are charging for and adding fees and now court costs on a balance that isn’t valid due to work not performed and then not being organized enough to send their invoices in a timely manner.

  

  Business Response

  Date: 09/08/2023

  ****** ****** had contacted our office on the morning of 06/22/2023 stating that she had a bat in the upstairs of her home the night before that she was able to remove herself.  She had said that her husband was insistent on have someone out to the property for an inspection due to the fact that they have children residing in the home. She was instructed that the cost of this visit was $349 plus sales tax.  The service call charge price and terms of service were emailed to the address that she provided at 8:54am on that morning after she provided her contact information.   Her appointment time was confirmed for an arrival between 2-4pm.  The technician arrived on-site at 3:14pm and was met by ******** husband.  The technician inspected both the exterior of the home as well as the interior and attic space.  Twenty-four inspection photographs were provided to the ******** showing bat entry points as well as the presence of guano in their attic.  When the technician inquired that he needed to collect the service call charge at the end of his inspection, *** ****** responded that he did not have any way to pay for the visit because his wife had the checkbook.  On June 24th, their estimate for bat remediation services was prepared and sent over to them via email.  It was discovered on June 25th via text message at 10:55am that we had an incorrect email address.  This was updated in our system and the estimate was resent (please see screen shots of text communication. The estimate was sent to the revised email on June 25th at 2:02pm.  On June 26th at 10:28am the technician follow up with *** ****** asking if she had any questions regarding her estimate- No response.  On July 13th a text message was again sent to *** ****** at 8:27pm following up on the estimate that was provided- No response.   On July 14th, an invoice was emailed to *** ****** at 10:57am.  Per our Quickbooks account, it was viewed at 10:58am that day.  On August 2nd,  an invoice was printed and mailed to the Eignor residence.   On August 7th our accounts receivable department left a voicemail for *** ****** about her past due balance as well as about late fees that would apply to her account. On 08/15/2023 *** ****** was messaged at 4:36pm informing her that her service call charge had still not been paid and to please let the technician know when this would be taken care of.  She immediately responded, “I didn’t get a bill yet” to which the technician responded at 4:44pm, “Sorry about that. I’ll have the office try again. Thank you.”  The office emailed another copy of the bill to *** ****** at 7:58pm which was viewed at both 7:58pm and again at 10:36pm on the 15th.  On 08/25/2023 at 1:48pm, the technician reached out a final time, stating that payment still had not been received- No response. Our attorney’s office was notified to file proceedings against *** ****** for non-payment and notice was served to her on September 8th.  It was noted that *** ****** viewed her invoice on September 8th at 11:09am.

  Customer Answer

  Date: 09/08/2023

  
  Complaint: ********
  
  I am rejecting this response because:

  per your response, you admit you did not have my correct email address so I did not receive the supposed terms of the estimate provided. Per our phone conversation to set up the appointment I was under the impression that removal was a part of the $350 fee. Also, I never received a statement before 8/15. I did view and receive the statement at that time and found that there was a late fee on there that is not warranted considering I had not received the initial statement. I have spam blocking protection on my phone so I didn’t receive the billing phone call supposedly placed. No mail has ever been sent to my house, so I got sent to collections before I had even seen the invoice for 30 days. 
  
  Sincerely,
  
  ****** ******

  

  Business Response

  Date: 09/14/2023

  We allow 15 days for payment, not 39 days. Since this was misunderstood by the client we will waive the late fee of $30.

  Customer Answer

  Date: 09/15/2023

  
  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. I just need to have Barnes send me an updated invoice with the correct total and where to remit payment and it will be taken care of. 
  
  Sincerely,
  
  ****** ******