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:12/20/2024

  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.

  Signed a contract on March 1, 2024 for a whole house generator. The job did not start until mid-June after I was promised a much sooner start date, The generator installation went fairly well but the Propane tank installation was not so good. They first broke the sewer line and fix it but elevated the repaired broken line so the sewer line no longer had a natural gravity to it. It would have caused me a sewer blockage if I didnt notice it. They did repair the per my request. Next, I discovered that they broke my sprinkler line and never even mentioned that they hit it while digging. They obviously knew they dug it up. Next we were waiting for inspections/permits and but digging part for the propane tank was approved by the county.The next issue was the permit for electrical. It has been five months and Powerhouse keeps telling me (when they even response to my emails) that the County is holding up the final permit process. They always have some sort of excuse why its not occurring yet. All I am asking for is a completed job with all the appropriate permits finalized. I just cannot get them to respond and its a different set of excuses every time I do hear from them. They act like I am being unreasonable by just asking when by job will be completed. They have 95% of my money and I cannot get them to get this final inspection done. Here are my major issues: 1.They are terrible at responding to calls or emails.2.They, for whatever reason, claim the county wont issue the permit for electrical. I dont believe it takes five months to get a permit.3.Justin (supervisor) used to respond to my text messages and he totally stopped any communication recently.4.******, who does the scheduling, seems to be off half the time and only responds selectively to my emails. All I have ever asked for was a finished job. Nothing more nothing less. Powerhouse Home Services has not been a good choice and I wish I would have picked anyone else but them.

  

  Business Response

  Date: 12/20/2024

  I'm actually surprised that the project was such a bad experience for you- sorry to hear this. We will do a better job setting expectations when installing propane tanks in the yard. Hitting pipes when installing a 10' long and 3' wide propane tank is very common- happens 85% of jobs, but they get fixed. ****, this is actually Justin writing this. I have always done my absolute best to respond to you as timely as possible. I do, however, see here I missed a text from you. The permit process in ********** is extremly cumbersome. They put in place new Fema requirements, without notification. This is a learning curve not just on our end, but theirs. This was failed on first submittal and passed second submittal. THEN, just made it to electrical review, which was rejected for a small error a couple of days ago. This has already been resubmitted today. We do hundreds of these per year, and this is a very new challenge we are experiencing. Hurricanes and fema requirements are forcing our local municipalities to change, thus, forcing us to change to new requirements. We have resubmitted the request today. We will send you any and every change as they happen. PROMISE YOU THIS, nobody wants this completed more than I do, ****. Really appreciate your understanding.

  Customer Answer

  Date: 12/24/2024

   
  Complaint: 22713501
  
  I am rejecting this response because: They have had nothing but the same old excuses for months. Every time I reach out to them it's an excuse that it's something the permit **** of Lee County is doing wrong. They make it appear as if the county is the sole problem. There's NO WAY it takes the county this long to perform an inspection. I called the county and they told me that errors had to be made by the contractor or it would not have taken this long. 
  
  Sincerely,
  
  ******* *******

  

  Business Response

  Date: 01/06/2025

  Powerhouse is waiting for the City of ********** to issue the permit so that the final inspections can take place.  We resubmitted the requested documents on our portal on 12/20, and the electric review shows it will be completed no later than the January 27th.  We check the portal often and as soon as the permit is issued, I will coordinate the final inspection with the homeowner.  

  Due to hurricanes and storms that have taken place, there was an influx of permit applications that were related to those disasters, and those permits took priority over non-emergency permits.  There was also a flood review that was added to this permit that was required by **** and it took a little time to go through that review cycle.  I believe there is only ONE electric reviewer for the City of ********** and he processes the permit applications in the order they are received.  I did call the reviewer ***********, this morning, and left a message kindly asking him to expedite this particular permit.

  Customer Answer

  Date: 01/06/2025

   
  Complaint: 22713501
  
  I am rejecting this response because:

  Simply, it just all the excuses I have been hearing for MONTHS!! This cannot be true and they obviously did something wrong to delay the city from doing the inspection. It does not take the city 5 months to do an inspection. 
  
  Sincerely,
  
  ******* *******

• Initial Complaint

  Date:10/29/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore 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.

  Powerhouse has been servicing our generator for a couple of years so we are an existing customer. We had an issue with our generator and made an appointment for someone to come out. We already had the part needed. The service person came out and took advantage of the situation since he knew a hurricane was coming and we needed our generator. He charged us $800 for 5 minutes worth of work. I called and spoke to **** and he said we were over charged since we had the part and it was only a service call. He said he would look into it and call back. He never called back. We have called **** three times and left one message for ****** and they are not returning our calls regarding this price gouging. Needless to say they lost a long term customer.

  

  Business Response

  Date: 11/22/2024

  Good Morning,

  We have spoken with the customer about their ********************** that they received on their generator. Customer issue has been resolved, customer is happy and we are going to continue servicing our customer. 

  Customer Answer

  Date: 11/28/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *** *******

• Initial Complaint

  Date:06/13/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore 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.

  On April 24 Powerhouse Electric came to my home and sold us a ******* job that included a new electrical panel, meter box, breakers, etc. I spoke with the owner Justin and he stated that that was the total price for the entire job with no hidden or extra fees. He promised me that is was a 5-6 hour job that would 100% would be completed by April 25th by 4pm. I paid the company ******* on April 24th. They showed up on April 25 and started work, they didnt complete the work and would return on April 26. On April 26 they contacted ************* to have them disconnect power so they could install the meter box. They told ************* that it was an emergency. When ************* showed up for the emergency they stated this isnt an emergency and that they needed to schedule a disconnect. ************* then discovered that Powerhouse electric never filed for a permit which is required by law, so they left. I paid ****** to Powerhouse for a permit, they never applied for one. First thing on Monday morning I contacted *********** zoning to inquire about my permit, they stated that Powerhouse never applied for a permit and even if they did, they would not be issued one because they are not licensed to do work in ***********. I immediately contacted my bank and and put a hold on my ******* check. According to Powerhouse they completed 80% of the job on April 25 and 26. This means that they did all this work without a permit and license to do the work which is against the law. Powerhouse finally contacted me approx 3 days later when they realized I put a hold on the check. They apologized and guaranteed me the work would be completed the next day. When they showed up I paid them ******* and the started working. The inspector came out and failed the job. Its been 7 weeks now and were worse off now than we were before they touched our panel. The job is still not finished and the inspector failed them at least 3 more times and fined them for leaving the panel unsafe. We dont h

  

  Business Response

  Date: 07/23/2024

  Good Afternoon, 

  Somehow this complaint was missed on our end. We do not disagree, the project did not go as planned. Our permit coordinator did file permit with county in a timely manner, we did do our utter best to complete the work in a timely manner, but, the expectation was poorly set in the beginning. Because so much time has passed since this complaint, we will refund the client the requested amount assuming he signs a hold harmless agreement seeing as he does not want us to return to his house to make corrections. 

   

  Please let me know if this is acceptable, and I'll have one of my people draw up and email over refund agreement. 

   

  thanks 

  
  Justin

  Customer Answer

  Date: 07/23/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ***********************************

• Initial Complaint

  Date:08/04/2023

  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.

  Powerhouse asked me to sign a contract for a fee and they would provide service for my AC, electrical and plumbing. They would do 6 month maintenance checks on my AC. Less than a year ago, they sent a service person for my AC. That person came without filters (I paid another *** to install filters) and told me I needed to give him $350 for a part that is under warranty, and he would install it the following day. The following day a sleazy person showed up and said the part had already been installed. I asked what he was doing here. He said, "I'm the expert, and am checking his work." After checking (?) he told me I needed a new unit for $29,000. I refused and had him leave. J &D ********************* checked their work and found they had taken pliers to the pipes causing a crink in them, so that I would have to buy new ones. ***** took pictures.

  

  Business Response

  Date: 08/14/2023

  ************ has been using our services now since 4/2022. We have performed plumbing, electrical, and hvac services at her residence. I will admit, ************** experience was not what it should have been, and I believe, the communication between what was going on, and why we needed a field supervisor to come out and provide replacement options was not communicated effectively. For that I am sorry. However, what you will find in my response below along with supporting documents and photos, will show you no malpractice was done on our end. 
  ************ has had issues with her 3.5 ton unit off and on over the past year or so. On 9/12/2022, we were called out to her home for a no cool. We cleared her drain line for $89(invoice attached).
  On 10/4/2022, we went back to the property for a no cool, we found unit low on refrigerant. we installed refrigerant, because it was low, in the same system that she had replaced(Photos/invoice attached). I have attached the invoice which reflects  $0 charge. At this time, she was informed that she may be looking at replacement in the coming months due to the leak. She was not charged for the trip or the refrigerant as we knew she would be replacing system in the future, and we wanted to be the ones to do the job. 
  Fast forward to March 22nd, 2023, we were performing an HVAC maintenance when we found the system not working. You can see, yet again, photos of the system low on refrigerant on the same system(see readings in chat pdf). You can also see the capacitor with the meter placed on it showing a microfarad reading of *****. The capacitor, from the label, should read 45MF+/-10% which means, the lowest mf reading it should show would be ****. A $350 Trip repair diagnostic was presented to ************, which she approved. After ************ approved the $350 charge, we replaced the capacitor and added refrigerant(yet again). As you'll see in our internal chat, we felt we should turn the call over to a field supervisor to quote replacements (you'll notice in the attached chat this is referred to as ***/O for turnover). ************ agreed. Our field supervisor, was on site March 24th, and presented options from just over $8000 to $18,000 for the 3 ton replacement, and $11,000 to $31,000 for the 5 ton system. Obviously the variance is equipment as well as duct work. Where this fell apart, when technician number 1 was on site, I believe that he was not clear in what to expect when ****** came on site. He was not clear that he had already performed the repairs. 
  Fast forward, ************ not having faith in us, calls another HVAC company one that she claims to love and trust. Of course, it has no refrigerant. ************** accusation that one of our technicians ruined her pipe(referring to refrigerant lines) is based solely on another technician at a competing company. ************ seems extremely reasonable and informed me that the other company has photos of the damage allegedly caused by one of my technicians, so I called this competing company to request photos, and they have not provided any. My guess is because they don't exist. It is not out of line to say that in this industry people will say anything to win a job. 
  If I found that one of my people had done something malicious, they would be fired immediately, held accountable to any non-competition agreements, and I would be paying for the system replacement myself. I have written $20,000 checks to right my wrongs/mistakes and the wrongs/mistakes of my team, but in this circumstance, after taking an objective look, I cannot find any wrongs other than miss communication on why our second technician was coming out. 
  I obviously can not pay for something I do not believe ************** did, but am willing to refund the $350 Test repair diagnostic. 
  If I'm missing something I'm anxious to hear what, but by all accounts, our team did exactly what they should minus the miscommunication which we are training on. 
  Another note, upon completing this response, I've noticed there are not enough areas to upload my supporting documents. Let me know if there is somewhere I can send the balance of my documents. 
  I hope this helps, 
  Justin

  Customer Answer

  Date: 08/15/2023

   
  Complaint: 20421594
  
  I am rejecting this response because:  I saw the pictures that my AC company took., so they do exist.    The information they supplied you with was wrong.  I am not trying to get any renumeration, I just don't want others to suffer as I have with this lying and incompetence.
  
  Sincerely,
  
  *****************

  

  Business Response

  Date: 08/15/2023

  ************, 

  Everything Ive mentioned above is pulled from photos and our software. The software times stamps photos and has two tracking. Im unclear on which piece of information provided is incorrect? If you would like more photos and screenshots of internal communications, Im an open book.

  Ive interviewed everyone involved in your project, and havent found any wrong doing. 

  All Ive asked since we first spoke was for a photo.. A photo the estimator(sales person,) ***** showed you.

  There is clearly nothing I can do to show you I genuinely care. Im a 34 year old guy whos built this business from literal blood, sweat, and tears. If you choose to impact its reputation with this complaint, without offering any resolve, there is nothing I can do about it. 

  Im very sorry its gotten this far. Im just not willing to fire someone, and pay you $8,000, without some type of evidence. Typically, Id say the customer is always right, but in this case, I do feel you may have been persuaded to believe something by a sales person from another company for a business in a very competitive market. This happens everyday in the hvac business in south west *******  
  

  I wish you all the best. 
  

  justin. 

• Initial Complaint

  Date:03/23/2023

  Type:Service or Repair Issues
  Status:

  ResolvedMore 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.

  see Attached document

  

  Business Response

  Date: 04/10/2023

  Good Afternoon, 

  Thank you for the follow up notification. 

  I just reviewed the profile notes, and it appears a refund has been issued for this customer today, 4/10 for customer dissatisfaction. We are a growing company that genuinely wants to do what is right for the customer. Sorry we dropped the ball here. We will be better for it. 

   

  Thank you so much! 

   

  Powerhouse. 

  Customer Answer

  Date: 04/12/2023

   
  
  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  
  
  
  Sincerely,
  
  
  
  ****** *****

• Initial Complaint

  Date:11/22/2022

  Type:Service or Repair Issues
  Status:

  ResolvedMore 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.

  On June 15,2022 I accepted a proposal from PowerHouse Home Services, LLC to do electrical work at my residence. The work was scheduled for August 02,2022.PowerHouse confirmed that the work was completed per the contract. After receiving confirmation, I paid PowerHouse in full on August 04,2022.Due to a flooding event after Hurricane ***, I requested a home inspector to inspect my residence. In the home inspectors report I discovered that Powerhouse had neither completed the work that they were contracted to do, nor was the work that done per code. PowerHouse did not remove the cloth wiring that was a fire hazard. Instead, they put a splice box in the wall to hide the cloth wiring, thus willfully deceiving the Insurance Provider and the Electrical Inspector from the ***********************.This has resulted in an unsafe condition potentially jeopardizing the life and safety of the occupants. I have approached PowerHouse Home Services, LLC several times since the discovery of the non-compliant work on October 12, 2022. However, they have chosen to ignore my requests for remedial action.

  

  Business Response

  Date: 12/14/2022

  Hi, we actually just called the client and have agreed to talk either 5pm today or tomorrow morning. Candidly, we had an employee that was doing side work for our clients while he was an employee here. He has since been terminated. Unfortunately, ************, was a client that our former employee tried to sway into paying that employee directly, and not the company. Contracts were never relayed back to our office. It wasn't until digging through the former employees phone did we even realize we had an agreement with ************* 

  After our investigation, ************, did in-fact contract PowerHouse Home Services to complete the work for the panel replacement and the replacement of the wire. The photos we have on file show the work is complete, but digging through the employees phone we see where the junction was made by another former employee who was also in on the side work scandal(for lack of a better word). 

  Upon terminating the employees, some things fell through the cracks. It appears ************ would like a full refund for a resolution. We are more than willing to refund the invoice in full including the amount for the work that was performed properly(the panel change). We are willing to do that because the client experience was so terrible. 

  My biggest concern is I don't see any phone calls since 11/9/2022, I'm curious as to what number *********** is calling? Maybe one of our former employees cell phones? Either way, we will make this right.

  We have since put systems in place to ensure this doesn't happen again. 

  Thanks, 

  Powerhouse

  Customer Answer

  Date: 12/19/2022

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

  The owner of the company personally called me as well. 
  
  Sincerely,
  
  *******************