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Business Profile

Energy Conservation Products

Schneider Electric USA, Inc.

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Energy Conservation Products.

Complaints

This profile includes complaints for Schneider Electric USA, Inc.'s headquarters and its corporate-owned locations. To view all corporate locations, see

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Schneider Electric USA, Inc. has 11 locations, listed below.

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    Customer Complaints Summary

    • 29 total complaints in the last 3 years.
    • 4 complaints closed in the last 12 months.

    If you've experienced an issue

    Submit a Complaint

    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.

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    Complaint status

    Complaint type

    • Initial Complaint

      Date:10/30/2023

      Type:Product Issues
      Status:
      Answered
      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 filed a claim with the company and there was supposed to be a check mailed out to me with 4 to 6 weeks. never got iti. tired calling them over 2 hours on the phone all to get a rude agent who hangs up. i want someone from this company to call me not email me.. the Case # *********

      Business Response

      Date: 10/31/2023

      Dear ******************,

      Thank you for bringing this to our attention.  We spoke with the Claims team at Schneider Electric.  There was a check processing issue that has now been corrected.  Your check will be processed this week and will be sent to you next day air once available.  The Claims team has emailed you with this update and I have asked someone from the ************* team to call you as well. 

      Customer Answer

      Date: 10/31/2023

      Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

      [You must provide details of why you are not satisfied with this resolution.  If you do not enter a reason for your rejection, your complaint will be closed as Answered.]

      Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.

      FAQ

      Regards,

      *****

       

       

    • Initial Complaint

      Date:09/21/2023

      Type:Service or Repair Issues
      Status:
      Answered
      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.
      BBB Out of courtesy please redact the agents name when postingI have an open RMA case that has not been resolved in almost a month.SMX1500RM2UCNC | not powering up [ thread::H21UShbvfd2iD7wXaN_R3D4:: ]This is a complaint regarding a case you can locate with agent ************************** Support continues to ask for more troubleshooting each day. We deal with 20+ vendors and this is the first time we are getting this much resistance to get a RMA for something DOA. It started with a *** that didnt power on and was replaced, but the original unit had a network monitoring card. The replacement *** works fine but did not come with a network management card, so we transferred it over per the warranty instructions. The card in the original *** that was not replaced is also DOA.This is for a state Agency has about 400 of these in use without issue. My teams time at this point is worth more than the network card or *** for that matter. At this point it is the principle of the matter insisting the manufacturer honor their warranty.Wherefore, I am respectfully requesting replacement of this one NMC card. Respectful regards,******

      Business Response

      Date: 09/22/2023

      Dear ***********************

      Thank you for bringing this matter to our attention.  We have escalated this back to Schneider Electric's ************************ team and asked that they have someone work on resolving this case, to your satisfaction, as soon as possible.  Please do not hesitate to reach out again if you do not receive a satisfactory response from this team. 

    • Initial Complaint

      Date:06/21/2023

      Type:Service or Repair Issues
      Status:
      Unresolved
      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.
      My brand new house was purchased from *************** in 2020. We received a recall for Schneider Electric/ square recall ( safety) on QO plugs on neutral load centers. It was a fire concern. They sent someone, put a green sticker and stated it was fine. Fast forward from when it was inspected in November 2021 to May 2023 and our electric box stops working. Low and behold, our electrician says it was exactly related to this recall problem and we paid around **** to figure that out, so not only did Schneider risk my familys lives for months, they also cost us. They also could have give me a report from the electrician they sent out, stating what exactly was inspected. And their representatives are terrible at calling you back with little to no information but if I were a big company trying to save a buck, I probably would to. What better way to say your customers do not matter.

      Business Response

      Date: 06/29/2023

      Dear ************,

      Thank you for bringing this issue to our attention. We apologize for the delayed response.  We spoke with the Schneider Electric ************* team and they provided this case number. 100622039 .  The recovery team is investigating the issue and will contact you directly with next steps.  Please don't hesitate to reach out if you need any further assistance. 

      Customer Answer

      Date: 08/20/2023

      Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

      No it was not resolved and they are ignoring me. What are the next steps. 

    • Initial Complaint

      Date:06/12/2023

      Type:Service or Repair Issues
      Status:
      Answered
      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.
      Schneider electric has not been responsive regarding panel replacement for QO load panel recall. They scheduled a technician to come and inspect the panel on April 18, 2023, and was advised it was defective and needed to be replaced. I have made several attempts to contact Schneider and each time they tell me the issue is being escalated. Its absurd to issue a recall of this capacity and cannot provide a timely resolution. Each representative I speak with they leave me on hold with no resolution. I have also sent several emails that have also went unanswered. I am requesting this to be resolved as soon as possible.

      Business Response

      Date: 06/21/2023

      Dear **************,

      Thank you for bringing this issue to our attention.  We apologize for any inconvenience it has caused. We have been in touch with one of the managers coordinating this process and his team is working with a local supplier to address your claim as soon as possible. My understanding is someone has been in touch with you with the latest updates, but please let us know if that is not the case. 

    • Initial Complaint

      Date:04/24/2023

      Type:Product Issues
      Status:
      Answered
      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.
      Back in 2020, I purchased a house constructed by Meritage homes. Later in 2022, we discovered the breaker panels to be recalled, with the potential to start a house fire, made by Schneider Electric. I immediately contacted Schneider and received confirmation my panel was under recall. Nothing was done for months and after requesting several updates, I was met with a standard response to go through the claim filling again (which I already did). I did again and on a third occasion, and have never received a response to the request. I had Meritage's electrician check the panels, and they confirmed as well those are part of the recall (both a 110V and a 220V panel) and they noticed the main wiring was loose, which is dangerous and related to the recall. Schneider has been acting negligently avoiding this issue, and people's lives are at stake here.

      Business Response

      Date: 04/25/2023

      Thank you for bringing this to our attention.  We sincerely apologize for the delay and the inconvenience it has caused.  We have escalated your case to the ************************ team and asked that you be contacted within the next 24 business hours with next steps for resolving the issue.   Please reach out if you need further assistance.

    • Initial Complaint

      Date:03/03/2023

      Type:Delivery Issues
      Status:
      Answered
      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.
      Dear Better Business Bureau,I am writing to file a complaint against Schneider Electric for their delay in the shipment of an electrical panel that was essential to the completion of our project.We had placed an order for the electrical panel on 9/29/23, with the understanding that it would be delivered within a (3) month timeframe (12/02/22). However, we were disappointed to find out that the panel was not delivered within the promised time frame. In addition, this has been pushed to key account managers within the cooperation that are unable to resolve this issue in a timely manner. This has caused significant delays in our project timeline and added unnecessary costs and delays.Despite repeated attempts to communicate with Schneider Electric and inquire about the status of the shipment, To their credit, they are prompt in their response but ultimately unable to deliver the product. We believe that Schneider Electric's delay in the shipment of the electrical panel was not only unprofessional but also potentially harmful to our business operations. We expect a timely resolution to this issue.We hope that the Better Business Bureau will investigate this matter and take appropriate action to ensure that Schneider Electric and other businesses uphold their promises and commitments to their customers.Thank you for your attention to this matter.Sincerely,Mac Mega

      Customer Answer

      Date: 03/14/2023

      I have not heard from the business in response to my complaint.

      Business Response

      Date: 03/19/2023

      Dear ***,

      Thank you for bringing this issue to our attention. We apologize for the delayed response.  We escalated this matter to a leader in our global supply chain organization and were waiting their response after the investigated your case. 

      First of all, on behalf on the Schneider Electric leadership, we want to apologize for the impact this panel has caused to your project and company due to the number delays, and we appreciate you bringing it up to our attention to understand how this situation has affected you all at the Dyna electric Company.

      Regardless of the unprecedent challenges our supply chain has faced, we strive to deliver the best possible service and experience to you and all our customers. We would like to confirm to you, our efforts at all the company levels are oriented to continue improving, from material availability through our partnerships and close collaboration with our suppliers network,to enhancing our planning capabilities, as part of our goal on being reliable,improving deliveries and our Customer Experience.

      We are sorry for the trouble caused by the delays on your order, and be certain of our commitment to continue improving.

    • Initial Complaint

      Date:03/02/2023

      Type:Delivery Issues
      Status:
      Resolved
      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.
      Through my electrician, we placed an order for electrical switchgear made by Schneider Electric. They distribute this product through one of their authorized dealers, *** ************. The order was placed in April 2022 and we were told we would receive the product in about 6-8 weeks. When that period elapsed we were told it would be another month, and each month after we were told another month, another month. As of March 2023 we still do not have the product and the manufacturer is claiming supply chain issues that are disrupting their ability to deliver the product. I find that highly unlikely given that they were seemingly always just a few weeks away from delivering the product. It is my understanding from speaking with others that there are larger, publicly traded companies that are able to get the exact some product from the manufacturer, and I suspect that the manufacturer is prioritizing these relationships over ours because we are a small business and not a large concern for them. All I want is to get the product I ordered because it is not easily replaceable with a competitor and new orders with competitors have a very long lead time now.

      Business Response

      Date: 03/03/2023

      Dear *****,

      Thank you for bringing this issue to our attention.  We apologize for any inconvenience or frustration this situation has caused.  Please ask CED to contact our ************* team.  They will be able to help escalate the issue and keep focus on getting this order to ship.  

      ************************************************************************************************

      Customer Answer

      Date: 03/03/2023

      Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

      [You must provide details of why you are not satisfied with this resolution.  If you do not enter a reason for your rejection, your complaint will be closed as Answered.] 

      CED ************ has already been in contact through their usual channels to escalate this matter. They are in contact with ***************************, Area Sales Manager for SE, and ************************* *******, Residential Sales Engineer for SE. Neither of these individuals have been able to help. I have asked CED ************ Manager ******************************* to reach out to your ************* team. I think you need to do more than just ask CED to contact customer care. I need a specific individual that CED can reach out to, a specific individual that has authority over this matter. I have already been in email contact with *********************** and ******************* as well.


      Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.

      FAQ

      Regards,

      *****

       

       

      Business Response

      Date: 03/06/2023

      Thank you for the additional information.  We contacted the ************* center and they confirmed that this issue was escalated to a Senior Vice President within the organization. They indicated a call had taken placed and the "customer" was on the call and was clear on the next steps.   If this is not the case or anything is unclear, please let us know and we will reach out again.  Thank you. 

    • Initial Complaint

      Date:02/27/2023

      Type:Service or Repair Issues
      Status:
      Answered
      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 have one of the affected electrical panels that needs inspection/servicing as part of the safety recall notice. I have been contacting S.E. since July of 2022 and have made no progress. I have had multiple case numbers but my most recent (Case number ********) was escalated. I was told that escalated cases should take between one to four weeks to see resolution. It has been nine weeks since my case was escalated. I don't know how else to have this resolved.

      Business Response

      Date: 03/07/2023

      Dear *****,

      Thank you for bringing this to our attention. We spoke with our ************* team and it sounds like they contacted you on March 7 and we explained that we have identified a new contractor to work on your case. You are supposed to receive a follow-up within the next 48 business hours, so please do not hesitate to reach out again if you need further assistance. 

      Customer Answer

      Date: 03/12/2023

      Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

       

      Schneider Electric did reach out to me on March 7th and has followed up a few times since. I feel like the problem is now moving in the right direction since my complaint to the BBB. I still have not had the recall resolved. I was supposed to have one of two qualified contractors reach out to me but was told by Schneider Electric on the 9th that we are "waiting for approval of the quote before they can provide a schedule". I have been told that I should receive an update by Monday the 13th. I acknowledge that I am being updated and seem to have a possible solution being worked on is a great step in the right direction, I still have a electrical panel in my house that is under a recall and has not been rectified. I am not willing at this time to say that my problem has been resolved since I don't know if the quote will be approved or a contractor will reach out to me. 

      [You must provide details of why you are not satisfied with this resolution.  If you do not enter a reason for your rejection, your complaint will be closed as Answered.]

      Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.

      FAQ

      Regards,

      Ethan

       

       

    • Initial Complaint

      Date:02/22/2023

      Type:Order Issues
      Status:
      Answered
      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 have a square D panel that needs to be recalled. I have had a case opened with Schneider Electric to get this fixed. We are almost 6 months later and I am having 0 progress made. Any time I ask for an update they have nothing to share. This is a huge safety issue and should not be taking so long to fix.

      Business Response

      Date: 02/24/2023

      Dear *****,

      Thank you for bringing this issue to our attention. We apologize for the delay and any inconvenience this has caused.  Your case has been escalated to the Operations Manager and we have asked that someone follow up with you within the next 48 business hours with the next steps and path to resolution. 

    • Initial Complaint

      Date:12/28/2022

      Type:Service or Repair Issues
      Status:
      Answered
      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.
      Square D all in one panels catalog # SC3040M200PF and SC3042M200PF CSED series M02 are incorrectly labeled as series M01. The panels label in English has one accessory part number and in Spanish has a different part number. If you contact them about which one is correct you will receive incorrect information on which part to install do to the series number not being correct. Installing a accessory kit for a series M01 on a M02 makes the panel extremely unsafe by allowing the service entrance busbar to be exposed. I have a project pending a inspection but is now on hold because of this accessory kit. The distributors can not order this part and the company says they do not even have them manufactured to be shipped.

      Business Response

      Date: 12/29/2022

      Dear *****,

      Thank you for bringing this to our attention.  We have escalated this to our ******************** and a member of our technical support team will contact you directly within 24 business hours.  Thank you.

      Customer Answer

      Date: 12/30/2022

       

      Hello I have been in contact with the technical team about the issue. My first contact with them was on 12-16-2022. The response that I received about about the issue was that nothing was wrong. I called and spoke to them the day I got this replay back inquiring on how this is not a safety concern. I was then informed that it will be expedited. I have a project that has come to a complete stop do to this issue and just being informed that it as been expedited is not a fix. I asked multiple times to speak to a different person with tech support for answers with no luck. So I then filed this complaint with the BBB. Was told that I would be contacted within 24 hours but I have yet to hear from the company. 



      FAQ

      Regards,

      *****

       

       

      Business Response

      Date: 01/04/2023

      Dear *****,

      We were told by technical support that you were contacted this morning and they are taking the necessary steps to resolve this matter for you.  Please do not hesitate to reach out again if you need any further assistance. 

    Schneider Electric USA, Inc. is NOT a BBB Accredited Business.

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