Dumb Invoice

An invoice was received from a subconsultant. The front page of the invoice summarized the charges and had a line that said “Total amount due and payable:” with a dollar amount. The invoice looked correct and a check was sent. A few days later, a telephone call came in stating that the expenses part had not been paid. The summary had just said “Total.” After rummaging through the invoice, it was determined that expenses were listed separately on the last page in the packet. When questioning the billing coordinator from the firm, she replied that the “total amount” did not include expenses. Then she added, “We have this same problem with every one of our new clients.” When asked whether the confusion warranted changing the invoice, the reply was, “people are only confused the first time, then they get it right.” Customer service at its finest.