A customer called on Tuesday to talk to someone in the billing department.
We have a separate company that handles all the billing for the commercial and residential HVAC installation and maintenance company.
I told the customer that I would have to check into things at the billing department and I would get back to him. I wrote down all of the customer’s information including his name, phone number, and the number of the invoice. After I hung up the phone, I immediately called the billing department. I waited on hold for 5 minutes before someone actually answered the phone. I told the woman on the phone that there was an issue with the billing for my commercial and residential HVAC installation and maintenance company. It took her a few minutes to find our account. Then it took another minute to find a specific invoice that I was referring to. When the customer found the invoice, we went over the billing and that’s when I found out that bills were getting mixed up in the office. After the invoices were being sent to the billing department, they were getting mixed up. I told the person at the billing department that she had to get to the bottom of the issue because I was worried that more customers were going to call to complain. She fixed the issue with the invoice that I called about and I had three more calls over the next two days about inaccurate bills for our commercial and residential customers. It’s hard for our clients to trust the company, when they receive inaccurate billing.