Complaints

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• Initial Complaint

  Date:08/01/2023

  Type:Customer Service 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.

  This company was a referral from a friend of mine and I contact him on March 30. He said he would come out and missed his first appointment. I followed up with him. He missed his second appointment. I had to follow up with them again on April 14 and it took a while to get them out here just to do the first inspection. I figured at that point when I told him we were going to head that he would’ve ordered the scope because I needed the electrical done as soon as possible so I can get Solar done.
  
  He gave me a quote. I told him we’re going ahead. I had other questions with the solar company cause I don’t really know much about solar or electrical and offer them to talk to each other. He told me he doesn’t need to talk to the solar company.
  
  On September 30 I reached out to him seeing if he had ordered the scope from **** ****** ***** because it could be a long wait and he told me no because I didn’t respond to him last time and I showed him the picture where responded right away and we were still ready to go ahead. Even talking to him on the phone I was told him we’re going ahead just you need to make sure what needs to be done with the solar company and finally he agreed to reach out to the solar company. Lack of communication from the very beginning has been frustrating and missed appointments. Frustrating me constantly having to follow up with him.
  
  He finally got the scope done and set me up for February 2 which is 11 months from the first time that I contacted him figuring this would all be done by September or October and my solar would be installed right after that
  
  When I reached out to him, let him know that that day doesn’t work to me for me because from January 28 till February 5. I’m not here I’ll be gone away to Cuba. He message me telling me this has been an ongoing problem and he’s just going to cancel. so now I’ve got solar and my roof done and no electrician to do the 200 amp upgrade for my solar
  Communication is everything and he takes zero accountability

  Business Response

  Date: 08/01/2023

  We are responding to the response of **** here,
  
  1) we are a small shop doing quote is on the off hours, after jobs. He noted he was only able to meet us one night, we tried to oblige. We agreed for 5pm. Our shop is a 2 man shop, Myself and an apprentice. Due to this, if a job goes later our priority is our CUSTOMER (the one we are doing work for and being paid by) not those that are getting free quotes. Like any customer that is PAYING, they are of our top concern. **** didn't note he would be leaving on the dot if we didn't show up. We raced 2 hours through rush hour to meet him. Only to find out a poker game is more important. 
  
  2) After this, we had a phone call, i was very annoyed as i wasted over 2 hours of MY family time to go do a quote that he couldn't wait around for. We've done it this way for years no issues. 
  

  2a) We submited a quote after regrettably going back and reviewing it. While **** notes he said yes on site. he never saw the number. Our system Housecall pro sends an ESTIMATE and the home owner can approve or decline, we do NO work til this is done. Since the lack of electrician in the area, we don't always follow up however **** did.
  HE then after we quoted the job wanted other work, work he doersn't show in the text and tries to lend his experience on a contract (ourself) that is often recieving phone call from his solar contractor for help and insight. We didn't get an approve quote yet since he never got back to us on what his solar company was doing after we spoke with Mike from Dr. Solar. since he believe he was getting batteries. 

  3) ******* require scheduling on their part not ours. When we book a scope we wait for a date usually 1 month away, after which we can book for the job. This takes currently 3-4month booking time from nspower.  (not our control)

  3A due to the hurricane all woork became a back log also to the extent that we couldn't book any jobs for 1 month from which this delayed more. 

  Scope ordered Sept 30 (we did this for free (however had to wait due to the hurricane repairs, nspower closed and backlog, **** could have done it himself as he said he has past experience, but didn't. Any home owner can call for a scope (on the phone)) and then once we could book permit we did this cost us 500$ again yet to have an approval to our estimate and still unsure as he kept toying between a 225amp and a 200amp. Since he wasn't sure, it was tough to book as stock for 225amp panel are insanely tough to find. 

  4) our system sent out the date on Dec 6 of the date for  80 mount edwards (**** address) to note it was Feb 2 (Which is when we heard back from nspower), we still currently just got date for job booked Oct 21 to get dates for and from there they are 2-3 month out
  he noted today Jan 8 that he has a trip. not sure why he didn't call to tell us when the system sent a text to him noting feb2. and that effected his trip Jan 28-Feb5
  

  Since he is away we would have to rebook with nspower, which would reextent the 3month timeline. 
  **** already a pain and obviously doesn't enjoy our operation we recommended he find another Electrical contractor. He is out no money as we didn't charge a deposit or anything nor has he yet to APPROVE our estimate so we have a binding contract as text do not always work in Law. 

  He Then went a bit irate and which shows he isn't the customer we like to deal with. 

   

  Scope ordered Sept 30 (we did this for free (however had to wait for the hurricane to slow, **** could have done it himself as he said he has past experience (on the phone)) and then once we could book permit we did this cost us 500$ again yet to have an approval and still unsure as he kept toying between a 225amp and a 200amp. Since this isn't sure, it was tough to book as stock for 225amp panel are insanely tough to find. 

  Something to note, in the text, we replied back to him as well and had no response. This went both ways. Unlike him we are extremely busy due to lack of Electricians in the area. 

   

   

  While he may have expection, those aren't reality. Since he is a salesman (which we deal with alot, by over promising and under delivering, we know their reality isn't ours)

   

  He isn't a customer, he hasn't paid us, we have done free work to get the ball rolling from him, however it isn't appreciated, so this isn't our customer type

   

  ****** 

  Customer Answer

  Date: 09/01/2023

   I am rejecting this response  I am rejecting this response because:
  
  Your #1
  you said that I was only able to meet you one night? I’m semi retired and run a business from my household and I’m always home you missed your first appointment and the second appointment you said around 5 PM and you didn’t communicate that it was gonna be 5:55pm
  when I used to make appointments to go to clients houses and I will give them a specific time if I was two minutes early, I would call them if I was gonna be three minutes late I would call them to communicate with them your lack of communication through the whole process is where you keep dropping the ball and then blaming the client
  I showed the proof in our conversation in the pictures. You never once said that there was gonna be a fee for a quote. It was a free quote. Great if there was a fee, I would’ve paid it. When I contact a business, expect them to communicate properly and keep the appointment so they make but then you were mad because you drove two hours without communicating after missing your first appointment and said around 5 PM and didn’t communicate that it was gonna be an hour later.

   

  never once inour communication did you say that I had to approve the quote or mention how do I approve the quote to this day? I do not know how do I approve the quote that I verbally told you we’re going to head with a couple times

  I had to keep following up with you and on September 30 proof in the pictures that I posted you still didn’t even book the scope until that day you started to get the ball rolling which was five months after I first contacted you and I had to keep contacting you and contacting you over and over. You can state things here, but the fax in the proof of the pictures I provided say differently than what you’re saying.

   

  never once did I ever claim I have experience calling **** ****** ***** to set up a scope. I’ve only constantly told you I know nothing about electricity and nothing about solar. Maybe you should talk to the solar guy we’re going to head I just don’t know what’s needed and you refused to talk to them at first. This whole time I thought the process was already moving along and I have to keep reaching out to you because you act like I don’t appreciate you but you just seem like you don’t care about me as a client but you keep blaming the client for everything and excepting zero responsibility with zero communication and that is the Problem , if you’re too busy to do a job, tell me that the first meeting I didn’t even talk to anybody else because you were referred by a friend of mine. So you can make statements in your response all you want but I posted the pictures of our conversation your lack of communication missing appointments  was the biggest problem and then you paid $5000 for a scope and when I told you I’m not available on the date February 2 11 months after the first date that I talk to you and said they should’ve been done back in the fall you got mad again and cancelled the whole job leaving me with no electrician to finish this job to hook my solar up  That’s why you got this complaint but you can blame the client all you want if you’re not gonna upload proof like I did on pretty much our whole conversation. All you’re doing is defending yourself with no evidence and people can look at the pictures and see otherwise have a good day.

  
  

  Business Response

  Date: 09/01/2023

  We can foresee that this job will be an issue. If something comes up outside of the job, due to the lack of knowledge and how imcombant the plaintiff is, we don't see any value of continuing, especially where this effect his date for his vacation. 
  Either way we would have to cancel the job as he isn't around and it would extend the job 3 months due to ******* back log. We aren't interested in hiring more frustrated from this "customer" as he isn't one. 

   

  ******