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:05/28/2025

  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.

  We scheduled an appt with Stansbury Electric for May 22. We have an issue with downstairs lights flickering. Showed them video of issue when got here. 2 techs checked breaker box and began working in the outlets. They told us our cable would go out while working on them, this also made internet go out. When leaving they said everything looked good in box and could not find cause for flickering but hoped that tightening screws helped. When they left tv was working but internet out. We both work from home and rely on internet. We tried resetting it but still wouldn't work. Called spectrum cable to see if they could ping it and fix issue. They could not fix issue over phone so they set up for tech to come out that afternoon. He came and said he immediately believed they fried the router/modem. He checked any other possible causes including replacing cord. Nothing worked and he said we would need a new one. We had purchased our router/modem on amazon in 2023 for $192.72. We called company that day to see about being refunded because of damage to our router/modem. Were told the owner would call us first thing next morning to discuss issue. My husband called the next afternoon around 11:30 since hadn't heard from him. Finally received call around 5pm. Very rude and dismissive of damage caused and saying it couldn't possibly be their fault. Give various excuses about it must have just broken at that moment or later in call said it was because flickering lights drained it.Tried to talk over us and dismiss us repeatedly. Our router/modem is very nice and never had a single issue in the year and a half we had it. This was definitely from them doing something to outlet. My flickering lights issue was also not resolved and router damaged with company not taking accountability at all. The owner said he could not even talk to the tech who worked on it until a week later due to holiday weekend. Very unprofessional and did not send email receipt after service as promised.

  

  Business Response

  Date: 05/28/2025

  First, electricity is VERY complex! There are numerous reasons that lights will flicker. Flickering lights are very hard on electronic equipment, new or old. To find the source of the cause of flickering is like finding an unknown issue in an unknown location. This requires checking various locations including breaker panels, light switches and plugs. While checking each of these locations, we are not aware of what other plugs or switches that may be associated with that outlet on that circuit. To my understanding there were other electronic equipment such as a TV plugged into the very same outlet and the other equipment was not affected. If we "fried" the router, the other equipment would have been affected also, not just the router.

  I was out of the office on all day Thursday and Friday but called approximately 5 PM on Friday after all of my employees left for the weekend. During the conversation, they told me we "fried" their router and that was what the Spectrum tech told them. I tried to explain to them that that was very unlikely as other electronics was on the same circuit and was undamaged and the Spectrum tech is not an electrician or an expert. It is very easy for him to blame us rather than say it is not known why the router quit working. After several minutes of discussion, **** switched out to *****, and we went through the same conversation again. I also explained that it was late on Friday, my employees had left, I would be off on Tuesday and Wednesday. That I would speak with my employees upon my return and that was not good enough. The wife replied that "you should have called earlier"! At that point I determined that no matter what I did was not good enough short of buying a new router. I too felt like they both were very rude and unreasonable and threated to take all possible routes to tarnish our reputation.  

  Customer Answer

  Date: 05/28/2025

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:
  the owner made no attempt to reconcile the issues we had and can not explain how our router simply quit at the very same time as them working on the master outlet that caused power to go out to cable/internet. The techs should have warned us to unplug any sensitive electronics but did not, they also never even explained to us why they were working on outlets and what it would accomplish to fix our issue. We are not out to tarnish reputations but to give an honest consumer opinion on how horribly we were treated and file our complaint. We feel it is unfair our flickering light issue was not fixed and that we also lost our router and had to deal with fixing it majority of our day. We had used this company prior and found them reliable/reputable. Can no longer say that. I still see no response as to why we were not sent an email receipt with description of work done as promised. Owner also hung up on me during call to resolve. He clearly had made his mind up to not help us and made his mind up they could not have caused this issue and didn’t bother to even talk to the techs before calling us about said issue. He told me “there are 2 sides to every story”.

  
  
  
  Sincerely,
  
  
  
  **** And ***** *****

  

  Business Response

  Date: 06/02/2025

  We sent the invoice by email to ********************* 

  During the conversation with both Mr. & Ms. *****, it was very clear they do not understand the various issues with electronics and electricity. I tried to be polite and understand at the beginning and listen to their issue. Then it became more of an argument without their understanding that it was late on Friday, my employees had left, it was a Holiday weekend and that I too, was taking a couple of days off the next week. I am not sure what they were expecting me to do, as I explained this to them, I want to speak with my crew as well, which they stated in their complaint "the are two sides"! They feel no matter what happened we were at fault! At that point, Ms. ***** stated that I should have called sooner and she would file complains on all of the social media platforms available, this after being out on appointments for the last two full days, I saw now reason to continue with the conversation, it appeared no matter what I said, it was not going to be good enough. I saw no need to continue on!

   

  Customer Answer

  Date: 06/03/2025

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:
  The owner/business is not interested in making this right. There is no possible way the router went out at the same exact moment they were working on our outlets and warned us of cable going out. We will no longer use their services and will warn others not to. We finally received the receipt for service yesterday( over a week later). Our original issue for calling them (flickering lights) was not fixed although we paid $195 and we also paid $200 for a new router after they broke ours. Just know if you hire them and they break anything, they will not be accountable for this and will be incredibly rude and unreasonable with you. My husband told the owner we would leave reviews of our bad experience and he said “do it”. Also said “we were wasting his time” and ultimately hung up on us. Not who we want to do business with. 

  
  
  
  Sincerely,
  
  
  
  **** And ***** *****

• Initial Complaint

  Date:05/28/2024

  Type:Billing 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.

  Stansbury Electric Complaint
  (There are 2 invoices attached with additional information requested,)
  
  They returned twice to repair four non-working outlets (different electricians both times...) over three hours each time, The first trip, they left saying the problem was fixed. It was not completely fixed. When they told us it was, we said thank you and ***** ********* later used this against us saying “you agreed it was fixed!”, when in fact later we discovered 2 outlets were still not working. They returned, still unable to fix the issue, and recommended just blanking out the non-working outlets, saying “this will save you money, and it’s up to code”!
  Still charging full rate, including a second “trip charge”, left us owing about $1100 dollars with 2 prominent outlets that do not function.
  
  I realized after they left, that it was possible to piggy back off of an adjacent outlet just 4 feet away using ***** and running it through the cellar, and cap off the old wiring. They could have recommended this as soon as they couldn’t fix the issue. ***** ********* said he would return and run the ***** “if we wanted it fixed”, but would not in any way discount the invoices, and there would be an additional charge for a repair they didn’t know to recommend in the first place. His argument: when you hire someone to repair something they are not capable of, it is fair and just to charge full rate, regardless.
  
  We intend to pay the first invoice because part of the problem was resolved, but the second invoice where not a repair was established is simply incorrect.

  

  Business Response

  Date: 05/28/2024

  While each house is wired differently with plugs located in different locations it is unreasonable for us to know the entire layout of each home. The homeowner attempted to replace plugs in the house that created much of the electrical problem. On our first trip, my electricians made repairs while the ****** were present. It was not known at the time that two were still not working. As for my understanding, these plugs were behind appliances. After we left, it was discovered that two plugs were still not working by the ******. They called and we scheduled a second crew (the first crew was already scheduled for other appointments). That crew had to research why these plugs were not working and determined that the electrical wires were disconnected or broken somewhere behind the drywall. They used wire traces and hunted for the possible cause and was unable to find the hidden issue. The outlets that were not working, had a second plug within 4 feet so the electrician made a judgement call to blank off the outlet and discussed this with *** ****** Now keep in mind, that this was just missed in the first trip and not a repair of our work but additional work. This is why we are charging for the approximately 6 hours we spent. I did agree to discount the additional work and waive the trip charge should they decide for us to run a new wire to feed the dead outlets. I believe this to be very fair.

  Customer Answer

  Date: 06/03/2024

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:
  
  (Please see attachment)
  
  Sincerely,
  
  
  
  **** *****