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:12/13/2024

  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.

  5/22-23/2024 Generac generator installed by Southeast Services****** About early September we started noticing occasional, minor oddities in some electrical components in limited areas of the house including light flickering and power blips. We had added some electrical appliances and were unsure of the cause; we continued to monitor to identify any patterns. In October, the frequency of the issues increased until ultimately on 10/29/24 we lost power in some of our branch circuits. Not knowing what the issue was, we searched and found an electrical contractor who could come in on an emergency call. After explaining symptoms to the electrician, I went with him to our electrical room and stayed with him as he removed the panel cover that served the circuits not functioning. As he was starting his inspection, he touched the main power feeds entering the panel main breaker causing sparks to fly from the feeders. He quickly identified the breaker lugs had never been tightened when the feeders were installed with the generator installation and the feeders were loose, causing the arcing. He shut off power to the panel and attempted to tighten the lugs with an impact driver, but one of the lugs was welded open (from arcing). Electrician called his shop for a replacement breaker which was subsequently delivered and installed. As this was occurring, I was texting **** ******* from Southeast Services pictures and info to make him aware of his installers error with not tightening the lugs and the electrician identifying the issue and replacing the breaker. 11/14/2024 at **** ********* request, I sent a photo of the invoice from the electrician for $575.39 to him. **** initially tried to deny it was their issue, then has consistently pushed that we should have contacted them so they could repair (even though we had no idea it was their installation issue). We request reimbursement for the $575.39 expense for the electrician emergency ***************** replacement.

  Business Response

  Date: 12/28/2024

  Mr. ******* had contacted me about the issue after the repairs were already done claiming that the company he had called stated there was a loose connection in one of the panels that we had done work in over 5 months prior. When I offered to send one of our team members over to take care of the problem or at least look at the issue he was having I was met with a response that it was too late, the company he called had already made the repairs. We offer 24/7 emergency service and have crew members within 15 minutes of his home and I found that a little suspect since the work was completed and third party government inspected over 5 months ago all with a complete approval from the inspecting party on the electrical and mechanical sections of the installation. Nevertheless, as a customer courtesy I had offered Mr. ******* an extension on his contracted maintenance agreement as a consolidation for the $575.39 repair that the company repairing the panel charged him. The extension had a value of $435.00 which I thought was a kind gesture considering we never had the chance to inspect or even repair his issue if needed. Mr. ****** had originally contacted me via text message @ 5:07PM on Tuesday 10/29/24 and I offered to send a crew member over within 7 minutes of his original text which would have been plenty of time to verify and/or repair his concern. Since we never had the chance to verify or rectify the supposed issue I felt that what I had offered was a fair consolidation for his cost expenditures. After the original text, I asked Mr. ****** to send a copy of the invoice for the repairs and he did so on 11/14/24. I was out of town for training the next few days and responded to him and extended y offer on the maintenance agreement on 12/2/24 which he declined in a response on 12/5/24. I feel considering the circumstances of this situation and not being able to verify or rectify the original concern until after the repairs were completed was unfair to my company and we were being strongarmed into paying a bill that may not have been our issue in the first place. Also considering the fact that our work was inspected by a neutral third party after the installation was completed along with the fact that the issue didn't start unit 3 months after the project was completed leads me to believe that their may have been other issues in his panels that were the culprit to start with. Again, even with those considerations I still tried to extend a customer courtesy with my offer even though I feel our work was correct and as it should be since the completion and inspection of the project in May. Mt offer stile stands and I am open to discuss further but at this time, I feel I have been more than gracious and courteous with my interactions with Mr. *************

• Initial Complaint

  Date:05/26/2023

  Type:Service or Repair 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.

  9/1/2021 Generac Generator installed by this company 9/10/2021 Maintenance contract was signed 12/2022 Power meter failure. Ameren was called to check why electric was out as no one else in area was out of service.Ameren discovered that due to faulty wiring from original installation of Generac Generator by Southest Services, **** caused a short which burned out the electric meter base. Ameren hard wired and by passed meter until we could get it fixed.We immediately notified Southeast Services, **** They came out, inspected and said they would have to order a part.Up until this date, 5-26-2022, Southeast Services, **** has not fixed the issued. They say they have left voice messages, but I have not received any voice messages from this company.Two weeks ago I spoke to **** at Southeast Services, **** and he said they cannot get the necessary part and we would have to pay $300 for an entire unit. We verbally agreed to pay the $300 even thought we do not feel we should have to pay anything due to maintenance contract and the fact that this issued was caused by faulty installation. **** said he would be out the next week to install the unit. Two weeks later and no one has been here nor has anyone called.Yesterday my wife went into the office and told the receptionist about the situation and she said she would inform ****. Again no call back.We received a call today from Ameren stating that our electric service will be terminated on May 30 due to no meter equipment.We called Southeast Services, **** today and demanded that they get this issued fixed today and no later than Monday. I have a severe case of COPD and CAN NOT be without electricity.Also our electric bill has been $100-150 dollars higher than normal because there is mo meter and Ameren is sending estimated bills.WE MUST HAVE THIS ISSUED SOLVED IMMEDIATELY!

  Business Response

  Date: 06/01/2023

  We were contacted by ************** earlier this year regarding his meterbase which had had an issue causing it to fail. We installed his generator almost two years ago and they have using ** for routine maintenance as well. He contacted Ameren and they came out and bypassed the meter so the ******* had power while we were making the repairs. We reached out to them after we found that the specific meterbase they had was not readily available and would have to be ordered by our supplier. I informed the customers that we would have to order the base and it could be quite some time before it came in as the electrical supply industry has been overwhelmed with manufacturers that simply dont have the materials to make make many of the pieces of equipment needed for the industry. Its not just our supplier, its across the board in all parts of the county. We knew they had power and ****** was aware of the delays so we were in a waiting game. Occasionally the ******* would call in requesting and update and we still were in the same position. The ******* became frustrated with the situation and stated that ****** was charging them more than usual for thier power since the meter could not be installed and felt they were paying more than they should have to them each month. I advised them to speak with ****** on that issue becuase we have no control over the billing with ****** and we would try and get an update on when we should be recieving the meterbase. We started to look elswhere for the equipment to see if we could help expidite the situation and went as far as driving to supply houses and home improvement stores to try and allocate a meterbase for them, spending hours in the process. The meterbase finally arrived and we advised the ******* that we could now schedule the repair, but Ameren has to give us an available date for them to de-energize the service so we can replace the meterbase. The date was set for 6/1/23, today. We replaced the meterbase, paid and called for an inspection and waited for Ameren to return and re-energize the service. All work is now complete and they are back to normal with a new meterbase ans meter installed. I had a conversation with them and stated the same exact thing I am typing here assuring them we did and were doing everything possible to get them taken care of but the situation was out of our control until earlier this week when we could actually plan the work. They understood and stated they were happy with the end result and would continue to be a customer of ours which we appricate. I told them there would be no charge for any labor or time for the repair - just the cost for the actual new meterbase and they agreed that was satisfactory to them. We are considering this matter closed and completed. 

  Customer Answer

  Date: 06/03/2023

  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,
  
  ****** And ***********************