Complaints

This profile includes complaints for Pocatello Electric Co., Inc.'s headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Pocatello Electric Co., Inc.

  258 North Main Pocatello, ID 83204

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  Pocatello Electric Co., Inc.

  PO Box 67 Pocatello, ID 83204

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:10/21/2022

  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.

  We purchases a new Whirlpool refrigerator in October of 2021. In August of 2022 the unit failed to cool, while the unit was still under warranty. I reported the problem the end of August to Pocatello Electric. They said they would have to get ahold of the business that serves their warranty repairs. I called Mr. ********* in Blackfoot and they were out TWO weeks to do repairs. They sent a repairman out and he didn't know how to fix the problem. So they pushed us back an additional 10+ days. When they came back out after what is now a month without a refrigerator, living out of a cooler, they still didn't know how to fix it. Pocatello Electric did give us a "loaner" unit. It was another 2-3 weeks before we got our own refrigerator back. Upon its return to our home, the ice maker was found to not be working. When informed of this continued failure of this unit, they said "well it is not under warranty anymore, you'll have to fix it". The unit never worked from the time they returned it to us, which now outside of the warranty window. I have asked them, and Whirlpool, to replace the unit and they have refused any kind of replacement, refund, or compensation for the perishables and inconvenience of this matter.

  Business Response

  Date: 12/05/2022

  This complaint was submitted in October to you. You had our old email address and that is why I did not respond to the complaint because I did not know it existed.

  The customer was part of the problem in getting this taken care of in a timely manner. First they never answered their phone to set up a service call in their refrigerator. 

  When we finally got in touch with them, the service call was going to be two weeks out so we brought their refrigerator to Pocatello Electric and took them out a refrigerator to use while theirs was being repaired. We then delivered their refrigerator back out to them after it was repaired. We did both the delivery and pickup twice at no charge to them as well as letting them use one of our refrigerators.

  The refrigerator was still not working correctly so we called the same servicer to go back to their house to look at it. The customer refused to let them come to their house. At this point we then had to get in touch with our distributor to get a different servicer to go to their house and look at the refrigerator. Which they normally do not do this because now they are paying two different service companies instead of one. This all takes time and several calls to make this happen. We explained the situation and talked them into putting a rush on it because it would have been another two weeks out and we didn't want them to be without their ice machine for that long.  

   The refrigerator was repaired correctly the 2nd time and was working fine. I called on 11/2/22 to make sure their were no more issues and everything was working good. "I was told that everything was working fine and that the ice maker just didn't get plugged back in after it was repaired the first time. 

  I called ****** after I got the message about the complaint on 12/2/22 she was rude but said everything was working fine and I would need to call her husband because she was at work and I was interrupting her. I called her husband on 12/2/22 also but he did not answer, I left him a message making sure that everything was working good and if he had any more concerns to please call me. I have not heard from them so hopefully they are happy with all that we did to take care of them. 

  I just want you to be aware that while she was filing a complaint that I didn't even know about we were trying to take care of them, but because of the obstacles that we were trying to get around I think we did a great job of taking care of them. We pride our selves at Pocatello Electric for having the best customer service and I was surprised that she filed this complaint. Maybe with some people no matter what you do for them, they will never be happy!!!  (Don't we feel sorry for those angry people.) 

  Thanks for letting me respond to this complaint as it was not fair that she even sent it in!

  *******************************-Owner

  Pocatello Electric 

   

     

  Customer Answer

  Date: 12/09/2022

   
  Complaint: 18296098
  
  I am rejecting this response because: both my husband and I work full-time. ***** took time off work to be available for the repair people the first time and they were several hours late. The second time they had to reschedule. As I had originally scheduled the repairs on one of his days off. So he then again had to take time off work to be at home for the repair people. At NO time did we ever refuse to let anyone in our home or to come help repair the refrigerator. That is a blatant lie. The business called me at work while my boss was in the room and I was teaching students. I had to tell her again to call ***** who is now at this point retired. She did not do that. My phone records clearly show that she did not do that. He only got one message from her early in the process when we complained about her employee. I am sorely disappointed in the service and misinformation given, the dishonesty involved in this matter and the outright lies. 
  
  Sincerely,
  
  ***************************

  Business Response

  Date: 12/19/2022

  ******,

   Pocatello Electric has a good reputation of taking care of their customers and has for the past 120 years. We have been voted Best Appliance Store and ********************* since **** because WE DO  take care of our customers. We actually go above the call of duty to make sure that we do. That is exactly why we took a loaner refrigerator out to you when your refrigerator was taking too long to get repaired. (That by the way is GREAT customer service.)  you would not get that doing business anywhere else. 

  You are blaming Pocatello Electric for something that was totally out of our control. We have no control on the service company that went out for the repair.  (We also have no control on which service company goes out, Whirlpool assigns the service company.) They do not usually give you a specific time, they usually give you a time frame of about 4 hours. (Like between ****.) I don't know why they canceled your service call, they do not call Pocatello Electric on every service call to let us know what they are doing. I do know like everyone in the service industry that people are tough to find, especially something like repairing appliances. (They have to go to school for this job) and I know they are short handed.

  I did not know that you were at work and teaching students. I apologize for that, I was just trying to keep you informed on what was going on. I did call ***** immediately after I called you. I called him at ************ (hopefully that was the correct number.)  I did not get an answer so I left a voice mail. Maybe check his voice mail, possibly it registered as unknown and not Pocatello Electric. 

  I'm sorry that you feel that you were not treated fairly at Pocatello Electric and that you are rejecting our sincere apology for any inconvenience getting your refrigerator repaired may have caused you. I hope you will reconsider and realize that WE DID take care of you.

  Thank you,

   ******************************* - Owner

  Pocatello Electric   

  Customer Answer

  Date: 01/09/2023

   
  Better Business Bureau:
  
  Suzie ~ This is what you could have said the first time instead of calling US liars.  Or perhaps that you were misinformed or did not have the entire story from your employers or the service company, who has also been turned over to the BBB.  This is unfortunate that it had to come to this.  We have no record of you returning *****'s phone calls and do not even have record of it on our phone bill.  But the fact remains, you called us liars, which we are not.  You said we refused to let the service techs in our home, which we did not.  Both are entirely untrue.  WE are the ones that got lied to.  YOU got lied to by Mr. **************** Had we been treated with dignity and respect and had some sort of apology and effort to make good, it would not come to this.  We understand that you have a generally good reputation, but things do fall through the cracks and errors are made from time to time.  This is obviously one of those times.  I've been told that Mr. ********* has worked on many of your warranty items and have heard nothing but horrible things about those experiences.  As I told you personally, I would highly recommend that they not be used in the future.  They are a nightmare! An apology for your harsh and untrue words would be nice, and possibly some reimbursement for the items lost because of the poor service, be it yours or your servicing company would have been nice.   
  
  Sincerely,
  
  ***************************