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:03/17/2025

  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.

   
  Complaint: 23077798
  
  I am rejecting this response because:
  The information SDI electric provided is not correct, accurate or even truthful. *** did in fact charge me to diagnose the problems which turn out to be wrong and erroneous on their part.
  

  They did coordinate with Com ** only to find out and verify with a Com ** technician who verified that SDI was in fact incorrect with their diagnosis and the work they did was unnecessary, nor did it solve my problems.

  I gave SDI the opportunity to make good on their error and refund my cost and they refuse to do so. 

  Sincerely,
  
  **** ***

  

  Business Response

  Date: 03/31/2025

  Apologies & Clarification on Repair Efforts 
  
  Hello Jack, 
  
  We sincerely apologize for not being able to assist further with your repair. However, our team has gone to great lengths to diagnose and address your issue, including: 
  
  1. Coordinating with ComEd engineers to provide accurate information regarding the voltage entering your home. 
  
  2. Consulting ChargePoint technicians, who confirmed that the 249V supply to your home resulted in an overvoltage issue, preventing your charger from functioning properly as specified in its technical documentation of 240V.
  
  3. Correcting an *** violationyour undersized 60A ground was not compliant with *** *******, and we upgraded it to prevent potential damage to your charger. 
  
  Additionally, we did not charge you for the extensive consultations we conducted with ComEd engineers, ChargePoint technicians, and other specialists to ensure you received the most accurate diagnosis and solutions. We hope you recognize the effort we put into identifying and resolving this issue for you. 
  
  Again, we sincerely apologize for any inconvenience and appreciate your understanding. 
  
  Best regards, SDI Team

  

  Business Response

  Date: 04/04/2025

  Hello,
  
  Again my apologies to **** we could not assist him further then our necessary jurisdictions.
  
  I am writing to inform you of the recent issues related to proper grounding and the electrical setup for the ** charger at ***** Upon inspection, it was found that a #** wire was used, which is undersized for the required *****A rating of the ** charger Per The National Electric Code article *******. As per *** requirements, we addressed this violation with the approval of the owner, who authorized the necessary replacement of the undersized wire. (Attached is a photo or the undersized grounding equipment for the ** Charger)
  
  Further review of the electrical system revealed a significant concern regarding the voltage supply. After discussions with the utility company, I spoke with ****, and advised after speaking with a "supervisor" (NOT on site Technician) from ****************, who confirmed that the transformer supplying the property is operating at a voltage range between 249V and 250V (+,- 10 of "ComEds" approved voltage). This range is at the maximum threshold for a 240V system. Although in compliance it is not SAFE, leaving the customer's appliances, including the ** charger, at risk of overcurrent surges caused by lightning strikes or issues with functionality and operation of devices.
  
  ComEd has denied the request to replace the faulty transformer, which is not providing the proper voltage range (240V) required for residential homes. This has created a significant issue, particularly for the customer's ChargePoint charger, which, according to the attached ChargePoint documentation, requires a stable 240V supply to function correctly. Attached is the link showing customers ev charger and necessary voltage of 240 volts not the current 249 volts incoming supplied by the utility company Comed.
  
   *********************************************************
  
  Despite attempts to troubleshoot and improve the grounding system  to stabilize the voltage to 240 volts, the issue remains unresolved due to the transformers voltage output. As a result, the ** charger and potentially all 240V appliances at this property are at risk of malfunctioning due to the overvoltage or future power surges due to lightening strikes or loose wiring connections.
  
  To ensure proper operation and safety, it is recommended that ComEd replace the faulty transformer to provide a stable 240V supply, which is critical for the proper functioning of the ** charger and other electrical appliances rated at a 240 volt system.
  
  SDI Electric can not assist further beyond the repair and troubleshooting in direct connection to the utilities company faulty transformer voltage output. It is out of our jurisdiction to work on ComEds equipment. 
  
  I do hope the troubleshooting and attempts as well with the knowledge insights give clarity to why the customers charger is not properly working for a thorough resolution 
  
  
  Please let me know if you require further information or assistance on this matter.
  

  Customer Answer

  Date: 04/04/2025

   
  Complaint: 23077798
  
  I am rejecting this response because:
  Their response is not truthful or accurate. They did contact Com ** a supervisor came out and verified at *** were incorrect with their diagnosis. Only then did SDI  dispute this and ask for a Com**  technician who again refused to change a transformer because nothing was wrong. 
  

  SDI is being deceitful and lying about this interaction and I am again requesting a full refund.
  Sincerely,
  
  **** ***

• Initial Complaint

  Date:10/17/2024

  Type:Product 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.

   
  Complaint: 22437516
  
  I am rejecting this response because: They had refunded only 70$ leaving my 120$ still with them, and they conveniently are lying about the incident when I was the one who called the Police and filed the complaint, Police had documented the incident as well, they have pictures of scratches of my hand when they gave me the phone to talk with their owner so called ***** his brother who tried to push me away and run away when asked for my money as they have promised to give full refund when I spoke on the phone, later changed their word and tried to run away

  I need my money back!! and the owner tried to reach out to me thrice and threaten me for the BBB posting and reviews I have proofs of all of these 

  
  Sincerely,
  
  ******** ****

  

  Business Response

  Date: 01/21/2025

  Subject: Incident at ****************************************************
  
  To whom it may concern,
  On October 17, we visited the property to assess the electrical panel. Upon review, we found it outdated and incapable of handling the necessary tasks, which is why we provided a quote for repairs. The deposit was refunded in full, with only the standard visit fee charged.
  
  During the visit, there was an incident where my technicians phone was withheld, and both my employee and I felt threatened. This led us to involve the police, and the matter was resolved.
  
  We have reported this behavior to the City of palatine and police department. I will shortly add the police report to the file.
  we have refunded the client And have charged him for our initial visit. See image for refund
  Thank you,
  

  

  Business Response

  Date: 04/24/2025

  Service Visit and Panel Assessment
  
  Hello,
  
  Thank you once again for choosing SDI Electric Group. We sincerely apologize that we were unable to complete the necessary work due to the condition of your electrical panel. Upon review, we found that the panel was outdated and not capable of supporting the work required.
  
  As a courtesy, we only charged for the technicians visit, which is typically billed at $125 per hour. Although our technician was on-site for that duration, we did not charge the full amount on job scope.
  
  We hope this provides clarity regarding the situation and the next steps. To proceed with the necessary electrical work, the panel will need to be upgraded or replaced.
  
  Thank you for your understanding, and we truly appreciate the opportunity to assist. Please dont hesitate to reach out with any further questions.
  
  Wishing you a great day,
  SDI Electric Group
  
  

  Customer Answer

  Date: 04/24/2025

   
  Complaint: 22437516
  
  I am rejecting this response because:
  As we have reiterated this multiple times I need my money back and at this point you should be happy that I did not press charges for the unacceptable behavior and attack your technician/brother did on a customer

  Sincerely,
  
  ******** ****

  

  Business Response

  Date: 04/25/2025

  Hello,

  Were sorry to hear that you feel this way. Please know that our technicians also felt uncomfortable occurred. Additionally, we were not granted access back onto the property to retrieve our tools, despite our requests.
  
  As a result, we had to involve local authorities to resolve the matter and recover our equipment.
  
  We truly regret how the situation unfolded. If you require any further assistance, please dont hesitate to reach out.
  
  Unfortunately, we are unable to issue a refund at this time, in accordance with our company policy and the terms outlined in the contractor agreement.
  
  As noted, our standard visit fee  per hour applies. If theres anything else you need, please dont hesitate to reach out. Wed be happy to assist and would love the opportunity to complete the panel replacement for you.
  
  Thank you for your understanding.
  
  Thank you, and we wish you a wonderful day.
  

  
  

  Customer Answer

  Date: 04/28/2025

   
  Complaint: 22437516
  
  I am rejecting this response because: You also please know the facts that I am the one who called and involved police and complained and unfortunately this is not an acceptable solution until I get my money back as there was no work done and pay more to clean the mess and holes you created and no tools were left behind as you were all very careful interms of packing and running away with my money!
  
  Sincerely,
  
  ******** ****