Complaints

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• Initial Complaint

  Date:12/08/2022

  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.

   I am rejecting this response because:
  
  
  
  This not how the situation went happened and I got a letter that they would refund the money and they never did that.just moved on to someone else had I known. The man on the phone who called me back about the issue said they dont give prices over the phone because each issue is different. When the electrician **** was at my house he let me know its only between two charges. If asked on the phone it would be extremely easy to say its either this price or that, I read you believe someone is coming to help you for $*****. Im just seeking my $***** to be returned as he was here for less than 10 minutes and the office is 1.2 miles from my house and I dont believe I cost the company ***** for wear and tear to the vehicle.

  

  Business Response

  Date: 01/26/2023

  The client (*******'s husband, **** *****) was told when they made the appointment that we charge a $59 dispatch fee and the scheduler explained exactly what it was and how it worked. The scheduler explained that we would tell them the price of diagnostics & troubleshooting before we did any work, but needed to see the home construction style, wiring style, and more about the problem before we knew how much the diagnostic and troubleshooting would cost, and that the dispatch was just to get our highly trained electrician to the home with a service van with all the tools need to diagnose and most common parts that may be needed to complete a repair at the initial visit.  I listened to our recorded phone call and it was explained very clearly and a misunderstanding was not even possible, so I believe this was a lack of communication between the spouse who called and made the appointment and his wife/partner, who is the one who has made this complaint. Our office manager tried numerous times to resolve this with the ******* Kee. First she wanted to come in and listen to the recording where we explained all this to her husband when he called and made the appointment. The office manager told her he wasn't sure if he could do that and had to speak with his manager first to find out. When he called her back to tell her she could come in and listen to it, or we could try to email it via a link (but weren't sure if the email link worked since we had never tried it, she started screaming and cursing the office manager out and hung up on him. We attempted several more times to call her back to work out a resolution, including splitting the fee in half as a courtesy, but no one would answer the phone, nor call us back. In response to the complaint, our dispatch fee is the same across the board to all clients who have us come out for an appointment (we don't charge by the mile), and we have a multitude of levels of diagnostic and troubleshooting, including some that could fall into customized amounts for various situations once we can see in person what all this will entail and what all diagnostic tools, meters, wiring locaters, etc. will be needed to correctly diagnose and repair the problem and guarantee our work. We do have a page explaining diagnostics in our service book that does have a list of common diagnostics, but that's still has about 8 different types of diagnostics and does not include the lowest or the highest cost diagnostics we've experienced. We don't ever give prices over the phone that we don't know exactly as that is not in the customer's best interest. We would much rather tell them up front about the dispatch fee to be transparent, and then be able to look at the job and give them an exact price to the penny for any work before we do the work.

  

  Business Response

  Date: 01/31/2023

  That is how it happened to my knowledge according to recorded phone calls, call logs, and notes in our system, so this was the documentation I used in responding. If you were told you would receive a refund and it didn't get to our accounting department, I am unaware, but our employees are human, and could have missed a step. If we did, I apologize. Our great long standing reputation is worth much more than $59, so I have no issue just refunding the total you paid just to resolve this and move on. Please accept this refund as satisfactory resolution, and then I personally will have our accounting department process a refund. Once I ask the accounting department to issue the refund, I will follow up with them a week later to make sure they were able to process it.