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:09/06/2024

  Type:Product Issues
  Status:

  UnansweredMore 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.

  How can you tell me that Im not priority? Im low priority of me and my child is **********. So I needed help with PG&E bill last month. I did all my necessary steps. I went to the welfare office. I got my income verification. I sent it all to spectrum I then I called PG&E just to make sure that they knew that I was getting assistance from a energy program. The lady at PG&E said oh no worries we see that spectrum has pledge $471 to your account. Its just gonna take a minute for them to give me the money its been about a month maybe in a few days I just received a letter in the mail September 5 with the denial letter from spectrum saying that I can appeal and I didnt meet the requirements A month later after they had already pledged to PG&E, they were going to pay for me Once I just received the denial letter, theres no proper way to contact or talk to no one at spectrum do not have a way contacting anyone at spectrum directly regarding the matter theres no clear outline about how do I appeal it took them a month to even send me a denial letter after they pledge to the ************. I also got off the phone with PG&E directly speaking to them on the behalf of my account and the PG&E representative said that they work with spectrum to give them funding and also they did call them last month and pledge $471 and they dont know why they denied me or, they didnt give them the money now Im stuck with the PG&E way more than what my original bill was now my bill is almost $500 and i still dont have help She in spectrum getting in trouble for pledging something and calling on my behalf to PG&E and telling PG&E that they werent going to give them the money and now all of a sudden theyre not a month later You can even call PG&E and talk to PG&E directly about what the company said because once I get my paperwork up, I dont deal with none of it. It be PG&E and spectrum spectrum the one that said all this to PG&E and now they denying me how was that possible?

• Initial Complaint

  Date:09/07/2023

  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.

  ~Details: Superior Mechanical Services **** License Number: ****** was paid by my PG&E assistance program "SPECTRUM" to install central heating in my home. While doing so they did cause significant damage to my ************** floor boards in 5 of the 6 separate locations where they cut my floor to add heating vents & the return. Pictures attached in my written correspondence to them. They told so many lies to me that I would only communicate with them in writing. Fault was acknowledged by SPECTRUM however they refuse to accept repair responsibility for the damage they caused. Instead they said it's the floors fault, I no longer have faith in this Business & seek repair cost so that repairs & or board replacements may pe provided.~Date of the transactions: ************************** May 31st, 2023 - July 7th, 2023 ~ *********************** information: Superior Mechanical Services **** License Number: ****** ************************* ***************************** Phone# ************ Project Manager Superior Mechanical Services, ****www.superiormsi.com ~Amount of money you paid to business: Approx. $4,108.00 paid by my Sponsor "SPECTRUM"~What the business committed to provide you: Central Heating in my home at ************************************************** ~Weather or not the Business has tried to resolve the problem: This Business refuses to repair damages ~Account/Order/Tracking number: SPECTRUM COMMUNITY SERVICES: for **************************** ********************** Oak, ** ***** SMS# **************

  Business Response

  Date: 10/12/2023

  Spectrum Community Services, **** (SCS) is a 501(c)3 incorporated non-profit organization with funding for the LIHEAP Utility Assistance and Weatherization programs provided by the State of *********** Community Service and *********************** SCS is not a contractor for *********** and Electric (PG&E). PG&E was not involved in the weatherization services provided to the Consumer. 

  
  The Consumer had no exchange of goods or services between SCS or SCSs Subcontractors. The Consumer applied for our weatherization services by completing an application and meeting the qualifications to receive service. SCS weatherization scope of work for the Consumer included a forced air heating system, 30 gas range, exterior front door, LEDs, low flow showerheads & water restrictors, diagnostic testing, permitting, HERS compliance testing, carbon monoxide & smoke alarms, and disposal fees were provided to the Consumer at no cost to them. The Consumer applied for SCS services because of the inoperable floor furnace in their home. SCS Heating Subcontractor was able to convert the old floor furnace to a return air plenum associated with the new Forced Air Heating System (***) installed in the Consumers dwelling.    

  
  The relationship between SCS, SCSs Subcontractors, and the Consumer are defined by the CA Contractors License Law and Reference Book 2023 Edition; Section VII. Appendix-Civil Code; Laws Related to CSLB Laws & Regulations; Part 6, Works of Improvement, Title 1, Works of Improvement Generally, Chapter 1, General Provisions

  
  ****. Direct contractor 
  Direct contractor means a contractor that has a direct contractual relationship with an owner. A reference in another statute to a prime contractor in connection with the provisions in this part means a direct contractor.

  
  ****. Subcontractor 
  Subcontractor means a contractor that does not have a direct contractual relationship with an owner. The term includes a contractor that has a contractual relationship with a direct contractor or with another subcontractor.

  
  SCS received verbal communication from the Consumer on 7/14/2023 to report damages made to floors in the Consumers home during the installation of the new forced air heating system by SCSs Heating Subcontractor. Notes about the flooring:
  1) The existing flooring was installed on top of two other layers of flooring.
  2) The new top layer of flooring was not secured to the layer beneath, causing vibrations and movement when the new conditioned air registers were cut-in.
  3) Due to the two other layers of flooring below not being removed, and the top layer of flooring not secured to the subfloor, the minor damages were unavoidable. 

  
  A site visit from SCSs Director of Energy Services (who is the Responsible Managing Employee to the General Building License associated with SCS) was conducted with the Consumer on 9/15/2023 to address the damage to the floors. The Consumer showed the Director of Energy Services three (3) areas where they wanted the flooring repaired. The three (3) areas identified by the Consumer were around one (1) return air grille in the living room, one (1) conditioned air register in the kitchen, and one (1) conditioned air register in the back bedroom. The three (3) flooring repairs were verbally agreed upon by the Consumer and SCS at the end of the site visit on 9/15/2023.

  
  On 10/3/2023 at 3:15 PM SCSs Director of Energy Services met with their Flooring Subcontractor at the Consumers dwelling to walk the job and assess the repair work at the (3) identified areas agreed upon by the Consumer and SCS on 9/15/2023.

  
  The flooring repair work was completed on 10/5/2023 by SCSs Flooring Subcontractor.