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: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.

  Early August Generator plug install quoted $450-no more than 500$ 8-7 A labor crew of 2 new workers arrived, performed the job perfectly and went on their way. The next day we made an inquiry about the generator connector cord that was supposed to be included as stated originally and that the crew had forgotten to bring it the day that they did the plug installation job. 8-9 (epperson employee who answered the phone) said, YES the cords are always included, and came back to bring a connection cord. Invoice received and questioned 8-20 *** ***** made admission that YES they did make a mistake. the cord was supposed to have been included, and they forgot that on the day of install. when we called to question when we would get the cord yet another crew who had not been informed was then sent to bring a generator cord note: *** ***** admitted he "dropped the ball" and the crew brought VERY expensive cordage as he was planning to use some "scrap " from their ware-house. Invoiced us for over 2x the amount quoted, then added a 900+$ labor / plug invoice as NO ONE was informed about what the intention of the original estimator had in mind. This was ONLY divulged after my repeated questions to *** ***** about how he had made one statement and then performed OTHER duties with NO COMMUNCATION about a price increase to me the customer. Invoice received for 1858 $ I called to speak with someone about this as it was markedly different the amount I had been quoted. UPDATE after repeated asking to speak to the owner and being denied. they send me to Mr. Dan Brown who quoted the job. He then stated that his quote was a “general quote” and that’s the reason they don't make formal quotes. 9-20 called Dan Brown to try to resolve invoice. he said, IF i can make the deal for 900$ for labor and include the 50ft cord. will you accept. I answered yes. he promised to return a call, and did not ever hear back from him..

  Business Response

  Date: 12/23/2024

  On 7-19-24, our electrical department was dispatched to the home of ***** ****** to provide an estimate for the installation of a plug for a portable generator. Upon arrival, the electrician spoke to his wife and examined the scope of work for the project. The electrician told the customer, based on the limited scope of work, the project would be best suited to be performed at our hourly rate plus material (i.e. time and material) in lieu of a set bid/proposal. His wife asked the electrician about how much he thought it would cost, and he gave her a ballpark price of around $500 plus material (Based on site discussions, the material planned for the project consisted of a 30-amp receptacle with wire to the electrical panel and a 6-foot cord for the generator to plug into the receptacle). The customer agreed to have Epperson to perform the work. The electrical installation crew arrived on site to perform the work. During the installation, the customer requested a 50-foot cord to go between the generator and the receptacle installed, which varied significantly from the 6-foot cord originally planned for the project. The installation crew didn't question the customer's request, or call the office for approval, as the job was performed at time and material. When the customer later received the invoice for the associated work, they called in complaining the bill was too high. The electrical supervisor discussed how the addition of the 50-foot cord was a large contributor to the project's cost.

  Customer Answer

  Date: 01/08/2025

  
  Complaint: ********
  
  I am rejecting this response because

  Good afternoon,

   

  I received the response from Epperson electric.    Their statement is correct in some respects.  However, it is a bit lacking in specfics.

   

  #1    The techniction spoke to my wife ******* ****** upon arrival.   He then called me to confirm the specifics.   The quote was for $ 450- no more than 500 and he said it included the generator cord.  He did not specify length or details.   He simply said it would include the cord.

   

  #2   When the installation crew arrived  AFTER the initial quote.   There apparently was a lack of communication between *** ***** who was the project estimator, and the labor crew who did the work.

         After finisihing the panel installation they left.

   

  #3   the next day, ******* called to ask Did they forget to provide the cord.   At that point, the office person said, yes, and that a cord would be provided.    At that time,  very promptly a NEW crew arrived.  They asked how long do we want the cord to be?    ******* asked,  how long do you suggest it to be?   They said 50ft would be standard and would work for this job.     At this point there was NEVER any mention of additonal charges.   (per point #1)  when *** ***** said the job included an outlet cord.

   

  #4    After receiving an invoice that was almost 4 times.  The orginal estimate.  Specifically  1858.63.      I called to ask to discuss with the owner.   The secretary who answered the phone said that was NOT possinble and I needed to speak to *** ***** *****.     *** ***** ***** contacted me back to say:   the reason we don’t make written quotes is that there can be variace.    I quizzed him multiple times saying  you specifically said 450- no more than 500.  

   

  I also quizzed him to ask about HOW there was a miscommunication on the 50ft cord.    After multiple attemps of simply trying to cover his words.  He admitted that he had mistakenly forgotten to tell the original labor crew that a cord was included.      He then went on to say : “ he had a piece of scrap cord in mind that was at the wear house “, and had NOT mentioned it to the installation crew on day one.     He then went on to try to cover excuses that “we asked for a 50 ft cord”  After having to call back to try to get the cord that he had Originally said was included.

   

  It is obvious that his lack of communication has created this complete issue:   #1  he forgot to relay to the installation crew the specifics of the “scrap cord that he had in mind”/    #2    he made NO attempt to explain to anyone that  a 50ft cord was NOT included .   Per then second crews state ment that “ yes a cord is always included”      This took an orignal quote of 500 dollars and it added up to be $1858 with NO communcaiton that there would ever a price change.     

   

  I do NOT dispute the work that was perfomed.  They did a good job , and did it on time.     I don’t even dispute that the 50ft cord they provided is an expensive one.   They used industrial type cordage that is OBVIOUSLY very expensive.      I dispute the fact that *** ***** DID NOT communicate with labor crew number on about the cordage on day 1 install,   and I dispute that they second crew who told us a cord was inlcluded Never mentioned anything about price .  (((MR.  Brown should have been involved enough from day one to explain that he Intended to use some type of scrap cord---- which was never divulged to me as the customer  OR apparently any of the laborers.)))

   

  I will gladly bring the cord back to epperson as I have discussed with them in the past.    I will gladly pay the $500 quote (as I send a check on 9-29-24, and they simply voided the checked and mailed back a note to speak to *** *****)   

   

  The last time I spoke with him.   He said “ Let me see if I can pull a few strings,  If I can get the cord and the job completed for a total of $990 would you do it.   I agreed affirmatively that I would.    I did not receive a call back from him for 30+ days.    In lieu of calling him back  (as he has lost ALL creditibility with me)  I simply  filed this dispute with the BBB.    I would like nothing more than to pay the business and move forward, BUT I WILL NOT pay for a job that was totally mishandled and mis quoted.

   

  ***** ******

   

  
  
  

  Business Response

  Date: 01/10/2025

  In response to the rejection, *** ****** continues to imply there was a formal bid for this project. I repeat there was no formal bid for $450.00 - $500.00 for this project. This was an estimated ballpark given based on the scope of work discussed while Epperson was on site performing the estimate. The customer agreed for the job to be completed at time and material, which means the customer agrees to pay labor and material for whatever may be required for the job. This was explained to the customer and agreed upon by the customer.

  During the time the work was being completed, *** ****** was contemplating where he wanted the generator in relation to the plug. Epperson told the customer he could have an 8-foot piece of cord (at no cost since it was a scrap piece) as it was enough to get the generator outside the garage door and reach the new plug. On the first visit, the electricians performing the job forgot to pick up the 8-foot cord. Epperson later sent a second crew of electricians out to the property (at no charge) to install the 8-foot cord previously discussed. At this time, *** ****** requested a longer 50-foot cord which the crew did not have and had to go pick up from the parts store. I reiterate the electricians did not question this request because the job was being performed at time and material, not a bid. Had this job been a formal bid, the crew would have immediately told *** ****** the 50-foot cord was not included in the bid and a signed change order would be required to complete the request.

• Initial Complaint

  Date:05/23/2024

  Type:Product 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.

  In April 2023 we had an HVAC system installed. With this came a 1 year warranty for parts and labor. Everything was fine until about March 2024 when we got a warning message stating "check system out". We thought to get his checked before the warranty ran out in April 2024. I stated as much to several employees in the week long process of scheduling a visit. Not once was it ever explained that this would not be covered by the warranty even though they knew I thought it was. We received an invoice for 133.50. I called the business and after several days was told that maintenance or just "checking out" the system was not covered by the warranty and the bill stood. My issue is that even though they knew I thought it would be covered, they still came out and charged, me never telling me it wasn't. I have sent a check and paid the bill. If they told me it wasn't covered, I never would have called them.

  Business Response

  Date: 06/10/2024

  To whom it may concern, the customer originally called in requesting a maintenance. This was two days before his 1-year labor warranty expired on a recently installed system. Our labor warranty does not cover any preventative maintenance on equipment and is in place in case an issue arises with the system after installation. A maintenance was written up and completed showing no signs of issues with the system. Customer was billed appropriately for services rendered and upon receiving bill, argues that he should not have to pay due to the one-year labor warranty.

  Customer Answer

  Date: 06/10/2024

   
  Complaint: ********
  
  I am rejecting this response because:

            The business is being disingenuous. I started calling them almost two weeks prior to them actually coming out. There was a warning message on the thermostat stating ,"Get the System checked", so I called before the warranty was expired. 

            What bothers me about this,is, I mentioned to two different ladies at the office, some maintenance supervisor, and the technician that came out that I wanted to check it before the labor warranty expired. I was under the impression when they sold me the system that this would be covered. Not one of them told me it was not. Why wouldn't they tell me it wouldn't be covered? Expecting this to be covered,I was very surprised at the bill. I have paid the bill since but still don't think it was right the way it turned out. Dishonorable.

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

  Business Response

  Date: 06/12/2024

  All documentation associated with this call identifies no issue with the HVAC system (warning messages, etc.). The only remarks indicated on the call is for a maintenance of the system which is not covered under the labor warranty. The technician dispatched to the property checked the system thoroughly and performed a complete seasonal maintenance on all equipment per customer request. No issues were found with the system, and everything was working properly upon departure. 

  This issue appears to be a lapse in communication from the customer to the office staff and/or customer understanding of the labor warranty scope included with their new HVAC system purchase. Epperson is offering to refund the entirety of the call for customer satisfaction in the amount of $133.50

  Please advise if this is an acceptable course of action.

  Customer Answer

  Date: 06/12/2024

  
  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,
  
  ******* ******* 

  ***If you are interested in supporting the BBB's free services, please consider giving to BBB's Consumer Education Fund, which provides other services to the community, like Charity Review, Identity Theft Seminars, Free Shred/Recycle Events, Senior Citizen programs, High School and College Programs, and providing information at local community events. Donations can be sent via Venmo to @bbbcefky or mail your donation to BBB Consumer Education Fund, 13104 Eastpoint Park Blvd., Louisville, KY 40223. For more information on these programs, call 800-388-2222. Thank you for your consideration. 

• Initial Complaint

  Date:10/24/2022

  Type:Billing 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.

  Date of transaction: 4/11/2022 Bill for installation (swap out) of two toilets: $571.94 -Bill was not paid & has been turned over to **** ******* for collections, while I was awaiting an explanation for the charges from a supervisor (spoke to Office Manager, **** ******, on multiple occasions who advised I would need to speak to a supervisor. A supervisor has yet to call me back). A rough estimate was requested when the initial call was made to the business for the services listed above. The gentleman on the phone did not provide a rough estimate and stated, "Don't worry sir, we'll take good care of you." The gentleman on the phone had me call their local supplier to order the two toilets & pay for them myself. Was called a few days later and told one of the toilets was incorrect, so I had to call the local supplier and order a different toilet for one of the bathrooms. Did not receive a bill for some time and had to call twice and get the bill emailed to me eventually on 8/4/2022. Was told, by **** ******, they had the wrong address that they had sent previous bills to. Once I received the bill for $571.94 ($542.00 for labor & $29.94 for parts), I noticed the $542 charge was for eight hours of labor. I requested by phone & via email an explanation on why it took eight hours to swap out two toilets. Only response I was able to get was from **** ****** (on multiple occasions) and she stated I would need to speak to a supervisor for an explanation of the labor charges. The nature of my dispute is that nobody has been willing to explain to me why a simple job like this took eight hours to do. The company has made zero effort to resolve or explain my issue/question. I found out today my account has been turned over to a collection agency and at this point it appears the company is not going to make an effort to reach out to me for the requested explanation. I'm hopeful with the help of the BBB we can get a resolution.

  Business Response

  Date: 10/26/2022

  
  October 26, 2022
  
  To Whom It May Concern:

  
  RE: ***** ****** **** ****** ****, Lexington, KY 40517

  
  In response to Mr. ***** complaint to BBB we submit the following:
  Original invoice was mailed April 20, 2022 to **** ******* ****, Bronston KY (mail was not returned)
  Statements were mailed to same address May 25, June 27, July 27, to his ******* **** address (was not returned as undeliverable)
  Address was changed to his Lexington address and invoice as well as statement were mailed:   August 25, and September 26, 2022 (mail was not returned as undeliverable).
  Emails were sent to ***********@gmail.com on August 4, 2022, August 26, 2022 and October 14, 2022.
  On the October 14th email, it was stated “ Please call our office to make payment arrangements as this is seriously delinquent.”
  The invoice was amended August 8, 2022 and was mailed to him at **** ****** ****, Lexington KY 40517 (mail was not returned as undeliverable).
  On October 24, 2022 this account was turned over to collections as he had not responded to the current attempts to contact him. 

  Customer Answer

  Date: 11/22/2022

   
  Complaint* ********
  
  I am rejecting this response because: 

  Here is my response:

   

  The nature of my dispute is that nobody has been willing to explain to me why a simple job like this took eight hours to do. The company has made zero effort to resolve or explain my issue/question.

   

  The business is not disputing/answering my original claim that eight hours of labor for a small job of swapping out two toilets is being questioned by me.  They only addressed my statement that it took a while to get the bill for their services in their response to the BBB.  I did receive the bill on 8/4/20222 via email.  The reason the bill has not been paid yet is because I am questioning the labor charges.

   

  I have called/emailed several times and spoke to the office manager about the labor charges.  She stated on multiple occasions that a supervisor would have to call me back to explain the charges for eight hours of labor.  Please note, a supervisor has not called me back and I feel the company has made zero effort to explain why they are charging eight hours of labor for such a small job. (See attached invoice from them)

   

  Thanks,

  ***** *****
  

  Business Response

  Date: 12/02/2022

  We are in the process of reaching out to this customer direct.

  Thank you,  

  **** *****

  Customer Answer

  Date: 12/12/2022

  I was able to connect with *** **** ***** *********** ** *********** and we were able to work out an amicable solution.  I have paid the invoice at the price we settled on and told them I would let you know.

   

  Please consider the dispute resolved.