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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:12/25/2022

      Type:Service or Repair 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.
      My APC surge protector [model: bn450m; serial: ************] starting emitting a high pitched sound on 12/25/22. It's annoying. Send me a replacement that is silent.

      Business Response

      Date: 12/27/2022

      Dear *******,

      Thank you for bringing this issue to our attention. We apologize for any inconvenience it has caused.  We have escalated this matter to our ******************** and a member of this team will contact you within the next 24 business hours.   

      Customer Answer

      Date: 12/27/2022

      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. 

      There is no resolution in that response from the business.  They need to either send a new unit or stop the current surge alert from screeching.  Had it started screeching in the middle of the night while I was sleeping, I would be pretty irate.  

      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: 12/29/2022

      Dear *******,

       

      We spoke with technical support and reviewed the case details.  The serial number you provided indicates the unit is 5 years old and is outside of the 3 year manufacturer's warranty.  The normal life of the battery will be anywhere from 3-5 years and it sounds like you are hearing a constant tone, which indicates the battery needs to be charged or replaced. 

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

      Our technical support team can help provide out of warranty options for this unit. 

      Customer Answer

      Date: 12/30/2022

      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. 

      When I bought this surge protector, there was no warning it would one day be emitting a loud screeching sound.  I don't care about the battery not working.  I want the noise.  How can the manufacturer think it'd be OK to listen to this sound 24/7?  People need to sleep.  They just need to issue a refund. 

      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:11/15/2022

      Type:Service or Repair 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.
      I bought a breaker panel made by this company from ********** on 11/29/21. On June 24, 2022, I got a notice from ********** that the panel has a potentially dangerous defect and must be fixed, and that I would need to contact Schneider Electric to get it done. I contacted S.E. immediately about it and was assigned a number. I have been waiting since then for S.E. to follow up with me to schedule a time for the panel to be repaired. When I have emailed them, if they bother to respond at all they always just put me off. I've tried phoning them several times and cannot get through. From what I've been told, this repair would take a very short time because the unit has not been installed. In September they promised to have an authorized technician contact me to set up an appointment to stop at my house and do the repair, but no one has called. I have emailed a few more times to the person who made that promise, and there has been no resolution. My emails are being ignored now. I am 70 years old, disabled, without transportation and ********** is more than an hour from my house.

      Business Response

      Date: 11/17/2022

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

      Thank you for bringing this concern to our attention. We apologize for any inconvenience this has caused.  We spoke with our ************* team and they explained that your remediation work has been assigned to a company called ******.  They will be in touch shortly to schedule this work.  Please do not hesitate to reach out again if you have any additional questions or concerns.

      Customer Answer

      Date: 11/17/2022

      Better Business Bureau:

      A technician from ****'s Electric came to my home today and did the needed adjustment to a loose s**** I don't know who "*******" is; that isn't who showed up here. 

      I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #********. I understand that by choosing to accept the business response that my complaint will be closed as resolved. 

      Regards,

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

    • Initial Complaint

      Date:10/10/2022

      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.
      On 10/2/2020, I made a claim with Schneider about my equipment being damaged. They reviewed and sent back an estimate that was not acceptable due to the equipment that was damaged, and the extent of the damage. Claim number (********). On 1/13/2021, I received another email about the same claim number but no resolution. They were asking for additional information that I already provided about the equipment. 3/3/21, they sent an email for $890.00 which was extremely low and not acceptable. I sent another email with all of the information about the equipment which totaled approx $7000.00. They came back with an offer of approx $3400.00 in Apr 2021. I did not accept. I sent another email 7/2021 with more information they requested, and I did not accept. 9/22/2022, I signed the release form and decided to accept the offer anyway, even though I knew it wasn't a fair offer. The rep opened up a brand-new claim because she said that the claim was old and and couldn't find all of the information from the original claim (claim number ********). I didn't hear anything back and I called again. On 10/22, the rep said that it was being sent to another department and that there is no word yet. I need help retrieving the funds that are due to me.

      Business Response

      Date: 10/12/2022

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

      Thank you for bringing this issue to our attention.  We apologize for any inconvenience this delay has caused.  I spoke with our Claims manager and your check was mailed out on October 11.  Please allow 5-7 business days for delivery.  Please don't hesitate to reach out if we can be of any further assistance.

    • Initial Complaint

      Date:09/22/2022

      Type:Service or Repair 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.
      I am trying to sell my house and the home inspector found a defect in the Schneider Electric control panel part # QOC42UF. The company has recalled the panel/component. I filed a case (case # ******** - PRB_236759) on September 14th, 2022. Per Schneider Electric's instruction, I provided my electrician's contact information to them. For the record, this electrician did NOT have anything to do with this installation. My electrician has contacted Schneider Electric 3 times over a period of days and each time he is stuck in a "phone tree" - ultimately getting a voice mailbox that is full. Needless to say, my electrician cannot leave a message. I am trying to close on the sale of my house on 10/03/22 and need to get this electrical panel repaired. Schneider Electric is not answering any inquiry attempts about the recall.

      Customer Answer

      Date: 10/03/2022

      I have not heard from the business in response to my complaint. This is unacceptable. Beware of doing business with this company. 

      Business Response

      Date: 10/03/2022

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

      Thank you for bringing this issue to our attention and we sincerely apologize for the delayed response.  We located your case and have escalated it to the appropriate manager.  We have asked that you be contacted ASAP regarding the latest status update for your case.  Please don't hesitate to contact us again if you need any further assistance.  

      Customer Answer

      Date: 10/04/2022



      Better Business Bureau:

      I have reviewed the response submitted by the business and feel it is a step in the right direction in reference to complaint #********. This case is not yet resolved but I will be happy to update BBB as things progress. 

      Regards,

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

    • Initial Complaint

      Date:09/17/2022

      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.
      We purchased a new home with an installed electrical box that Schneider has recalled. I have made repeated attempts to get this safety issue resolved. After months of trying Schneider has failed to live up to the recall saying they tossed it back to the builder who built our new home. Its Schneiders faulty box thats recalled not the builder. They keep promising 30 days and its been months. Schneider needs to step up and fix these boxes as they admit they are a fire hazard. Their suggestion is have a working smoke alarm in the interim, thats the dumbest thing Ive ever heard in my life. So after repeated emails and phone calls to Schneider Im turning to you to help me get this resolved. Thank you.

      Business Response

      Date: 09/26/2022

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

      Thank you for bringing this issue to our attention and we apologize for the delayed response.  We escalated this to our ************* team and I believe someone was in contact with you on Friday 9/23 to discuss the matter and the next steps.  Please let us know if things are still not moving forward and we will escalate again. 

      Customer Answer

      Date: 09/26/2022

      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. 

      someone did reach out to me and referred it to an electrician. I still have not heard from the electrician so until the repair is made, I dont consider the complaint solved. Once the repair is done I will be satisfied.


      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:08/23/2022

      Type:Service or Repair 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.
      When my house was built in 2014 I had a Schneider HOM2175SB whole house surge protector installed. Mid July of this year, I received an email from our electric provider, FPL, that my power was out. As I wasn't home I called a neighbor who advised the power had flickered several times but was on. When I returned home my GE induction range had an error **de F640. I called ******************* ** and they verified the **de was due to a power surge and two boards had to be replaced. I have searched the web and have been unable to find how to file a claim. I did send Schneider an email the response is attached Also attached is a pic of the breaker with the green OK light on. Additionally I'm attaching a **py of the repair invoice, and a pic of the two boards that were replaced.

      Business Response

      Date: 08/29/2022

      Dear ******,

      Thank you for reaching out.  The best way to reach our Schneider Electric support team is through Live Chat.

      https://www.se.com/us/en/work/support/contacts.jsp

      Chat is available from 8am-8pm EST Monday-Friday.  Please contact our support team at your earliest convenience and they will be happy to assist further.

      Thank you!

      Customer Answer

      Date: 08/29/2022

      I contacted the chat group, unfortunately the person I needed to contact was unavailable. They are supposed to email me when available. 


      Regards,

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

    • Initial Complaint

      Date:08/22/2022

      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.
      On 08JUL2022, we received a notification from the builder of our house that there was a safety recall on SquareD electric panels used in the construction of our home. We reached out to the manufacturer as instructed. We did not receive word back until 24JUL2022. After that, we have had no follow up to this point. I have sent several messages asking for follow up, but have received no response. The company is ignoring customers affected by a safety recall issue. I am just looking to have the panel in my home inspected and repaired if needed. Schneider (the manufacturer) is unacceptably unresponsive.

      Business Response

      Date: 08/29/2022

      Dear *******,

      Thank you for bringing this to our attention.  We apologize for the delays and any inconvenience this has caused.  We escalated this to our ************* team.  We have your request and someone will follow up with you within 24 hours.  Please reach out again if you don't receive an update by close of business on Tuesday 8/30.

      Thank you. 

    • Initial Complaint

      Date:08/01/2022

      Type:Sales and Advertising 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 recently put out a recall on QO Plug-on ******************** I went to their site and filled out a request on July 6th to get this fixed (requires a licensed electrician). I never received confirmation of my request. On July 15th I still had not received anything (even after trying to work through their chat team) to find out when this will be resolved. No response to that email and I sent another email on July 29th, still with no resolution. It is determined that my electrical panel is part of the recall. I just want to get this scheduled so that I don't have major issues (possible issue this could start a fire). While one chat representative told me it's no big deal, there are thousand of these panels recalled.

      Business Response

      Date: 08/23/2022

      Hello ********************,

       

      We apologize for the delayed response to your concerns.  We have located your case number 92865453 and have escalated it to the appropriate team. We have asked them to contact you directly within 24 hours.  Thank you for your patience. 

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

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