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:06/03/2024

  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.

  Hello, I hired Whip City fiber to input my internet. They cut through my sprinkler system in 2019 when it was input. It was installed in December, so I didn't notice it until 2020 spring. Major leak at end of yard. I fixed it myself, capped and was going to let it go. However, upon further observation, they did not do well installing the fiber through the basement. Again, was going to let it go, however this year noticed the conduit to my electrical was never attached to the meter. Renee' from Westfield gas and electric said that was a contractor problem and I would need to hire an electrician. With these misses, I feel as though a contractor isn't the issue. I need a resolution from Westfield gas and electric, otherwise insurance and them can argue when the house burns. The contractors that have worked on the house have done well. Westfield gas and electric, sub par. Please feel free to reach out. I just need them to do the work they do properly and it doesn't seem they take the same care. On the flip side, the team who did the gas meter replacement this year was great, so I would like to include that as well. Electrical and fiber seem to be the opportunity. Again, I could fix it myself, but feel this is not right. Thanks!

  Business Response

  Date: 06/13/2024

  According to our records, we have logged no interactions with ********************* as they relate to two of the issues brought forth in this complaint.  Other than the phone call ************** placed to Westfield Gas + Electrics Customer Service Dept. on May 31, 2024, regarding his meter box connection, this Better Business Bureau complaint is the first indication that our customer was unhappy with the quality of service provided to him over the past 3-1/2 years.  Several attempts to reach him via phone or email to discuss the matter have gone unanswered as of today, June 13, 2024.  ************** did contact us on March 1, 2024, to schedule a gas meter change-out, but did not express his dissatisfaction regarding any of his concerns at that time.

  In summary, Mr. ****** concerns about poor workmanship are paraphrased below.  Westfield Gas +Electric / Whip City Fibers response to these concerns will follow.

  a.) Sprinkler line was cut during fiber optic installation (in December 2020)
  b.) Whip City Fiber interior (basement) installation was sub-par
  c.) Electrical conduit was not connected to the meter

  WG+E/WCF Response:
  To provide some background, sprinkler line locations are often difficult for homeowners to identify, and they are not marked out prior to underground construction in the same manner that other buried utilities, such as natural gas, electric, telecommunications, etc., are required to be by law.  As a result, cut irrigation lines are an unfortunate consequence of underground fiber optic installations across the industry, including Whip City Fiber installs. It is our policy to inform customers that we do our best to make repairs to their system should damage occur, and if the repair scope is beyond our capability, we will reimburse the customer if their irrigation company needs to be brought in for the repair.  Additionally, fiber installations often occur in the off-season, i.e., when irrigation systems are turned off.  In Mr. ****** case, the underground installation occurred in December of 2020.  We were not notified that there was a cut sprinkler line on his property when the system start-up occurred in the spring of 2021.  In fact, we only first learned about it upon receipt of this letter from the Better Business Bureau (BBB) on June 3, 2024.

  Regarding the interior installation and the images that ************* provided, the blue Cat 6 cable that crosses under the floor joists from the ********************************* and up to the router on the first floor is representative of a normal installation in previously constructed premises, once again, across the industry.  New construction projects are different, however, and holes to carry cabling are pre-drilled prior to putting the floor joists into place. This is because it is difficult to get a drill and bit into the tight space between the joists (dependent on local building codes) to create a new path.  Having stated this, one might think utilizing an existing path would be an option; however, it is not advisable to do so since electric current in the other lines may create interference in the communication signal strength.  Again, if this is Mr. ****** concern, this matter was not brought to our attention until the June 3rd BBB communication.

  Lastly, ************** contacted Westfield Gas + Electrics Customer Service Dept. on May 31, 2024, to report that the conduit which connects to his meter box was loose.  The Customer Service Representative (CSR) who took the call placed ************** on hold and subsequently reached out to WG+E Dispatch to confirm her belief that this connection is a homeowners responsibility, and that the customer should hire an electrician to have this addressed.  He stated he could screw it in himself but thought he would call you guys just in case I don't want to electrocute myself.  The CSR reiterated that he should hire an electrician to perform this work.  On June 3, 2024, following receipt of this complaint from ************** via the Better Business Bureau, WG+E management sent an electric trouble man out to the padmount transformer servicing ** **** ******** *******or an unrelated matter.  While on-site,************** came out and approached our trouble man to inquire about this loose meter connection.  Our trouble man looked at the connection and informed ************** that he (*********************) would need to hire an electrician to resolve this matter, and that the meter box and the conduit leading to it is owned by the homeowner.  According to our employee, ************** seemed agreeable to this response.

  In summary, we at Westfield Gas + Electric/Whip City Fiber pride ourselves in providing excellent customer service and in swiftly resolving customer concerns. Customer reviews of our service and social media comments very often reflect this.  We are most happy to discuss these circumstances with ************** in efforts to make him a satisfied customer once again.