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:05/06/2024

  Type:Service or Repair 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.

  The Wire Guys (Surrey) was was contacted by me to reignite the flame of our electric fireplace (******* *******), which vanished after I cleaned the fire logs. The electrician(JAS) was informed in advance that heating/air blowing were just fine;fireplace instruction manual was available.I was told the cost=$90 plus cost of parts. On April 16, JAS and assistant visited our apartment and worked for about 45 min. but they just changed the electric knob on the wall instead of restoring the flame. I was told they can not open the unit and do not have the spares, which will take 7-10 days to contact the mnfg. company and I was charged $120.02. When I complained about charging without reigniting the flame, they promised to return in 7-10 days with the parts. I have waited so long and called 12-13 times. JAS never answers my call or I get recorded message in French or "I will call back after 2 hours" but never calls. This is exploitation of a ** year-old senior, who can not do anything against him. I would request BBB to help me get the job done and prevent a seniot being fooled by a rougue company in Surrey. If they are incapable of bringing the flame back, I want my money back and let them take the new knob they installed, which was never asked for nor was necessary.

  

  Business Response

  Date: 23/10/2024

  
  
  Subject: Response Regarding Fireplace Diagnosis and Service
  
  
  Dear BBB Team,
  
  
  I hope this message finds you well.
  
  
  We would like to clarify our recent service with Mr. ******** As agreed, we informed the customer that there would be a diagnostic charge of $89 plus 5% tax. We dispatched two technicians who spent considerable time at the property diagnosing issues with the fireplace, which affected both lighting and heating functions. During our assessment, we explained to Mr. ******* that one of the transformers needed replacement and recommended either replacing the transformer or considering a new fireplace. The final decision was left to the customer.
  
  
  We also replaced the thermostat, which cost $27.85. Despite spending ***** minutes at the property, we decided to only charge a total of $120, a price Mr. ******* seemed satisfied with at the time. A few days later, Mr. ******* contacted us again, expressing dissatisfaction with the service and requesting that we return. We made it clear that we had only charged for the diagnosis and the thermostat, with no additional charges.
  
  
  Unfortunately, the conversation escalated, and Mr. ******* used offensive language, which led us to end the call. We offered a partial refund as a gesture of goodwill, but the customer continued using inappropriate language, which made further communication impossible.
  
  
  We respect all our customers and strive to provide the best service possible. Our team values professionalism in every interaction, and we always aim to resolve any concerns respectfully.
  
  
  Thank you for your attention to this matter.
  
  
  Best regards,
  The Wire Guys Team
  
  
  
  

  Customer Answer

  Date: 24/10/2024

  
  Complaint: ********
  
  I am rejecting this response because:
  1. The Wire Guys (***) was contacted to only bring back the missing flame of my Electric Fireplace. He was informaed at the very outset that the heating and fan  were fully operational as they are today. Their response is full of distorted facts and lies.

  2. Transformer  replacement was never even mentioned during our conversation because  the two technicians wereunable to access the inside of the fireplace. They departed charging me $120 without being able to bring back the flame and I was told that in a week they will return after contacting the manufacturer to get instructions and spares. 

  3. They never returned nor did they answered my phone calls which were blaocked. When I called I got recorded message in French.

  4.I was never given an option to refund a part of the charge, this is a white lie.

  5. What hurt me  more than the over charge is his intent to defraud a ** year old man and getting away with it. This is not *****, In ****** they can not get away doing this cheap and uncalled for activities and then tell **** to escape. I am totally frustrated by his audacity to tell **** with a straight face.

  **** ***

  Sincerely,
  
  **** ***