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:07/28/2023

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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 : 07-18-23
  
  1- I talked to Pamela when I asked for an appointment to fix my pool lights, she said for an electrician to come down they charge $89 and will quote you and then you authorize if you want to get it done.
  
  2- Electrician came and they charged me $619 for Diagnostic and without fixing the electrical issue of pool lights.
  
  3- I called back to have an understanding of the invoice I had for $619 itemized. Pamela told me that the operation manager will call you.
  
  4- After two days Cherry L*** called me and said we don’t go out to the sites to give customers quotes. Our Electrician were there to fix the issues but your wife refused it. False because my wife said she never was presented to fix the problem.
  
  5- Cherry L*** was very rude and arrogant when talking to me and clearly wasn’t able to help me understand the invoice I had. Diagnostic was charged $530 and she added we also charge ladder fee unlimited time to troubleshoot the issues?
  
  6- When was there last you were charged $619 for Diagnosing a problem? Is this the customer service you guys provide to your customers?
  
  7- Is it not fair to be blunt and upfront to the customer that you guys charge $530 for Diagnostic and troubleshooting of the issue.

• Initial Complaint

  Date:01/26/2023

  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.

  Paid company to add wiring for a portable home generator 20 Jan 2023
  
  Issues - Work does not meet code per Nashua City Electrical Inspector - 26 Jan 2023; work was performed by an Electrician's Apprentice with a lapsed license who was not directly supervised as required; company modified components with an angle grinder rather than using correct part
  
  Actions taken - Contacted the company requesting a full refund, including the 'protection plan' + $1000. Company offered to perform additional work. I refused because their work is not up to code; filed a complaint with ****************

  Business Response

  Date: 02/03/2023

  *  This job was installed with urgency on Friday, January 20th due to the impending storm and potential outages predicted for that Saturday and Sunday. 
  *  We applied for the permit and placed it in the mail the very same day and has since been accepted and on file.
  *  The installation was directly visited by a master electrician from the office, including an onsite visit to drop off parts and answer any questions the technician had as well as our technicians are monitored via Service Titan software, FaceTime video chat      and conference calls throughout the day.
  *  The technician that did the installation has completed his entire apprenticeship including all of the required on the job training hours and schooling, and currently awaits his journeyman exam. 
  *  The part that was modified was re-ordered the same day.  The modified bracket was installed to help ensure she had an operable generator pending the incoming storm while we waited for the new part to arrive.  The customer was made aware of this, and we applied a $100 credit on her invoice on site that day for any inconvenience around re-ordering the proper bracket. 
  *  We have photos and notes that are date stamped documenting the entire installation.
  *  We have attempted to resolve this with the customer directly several times and she has refused each time.  
  *  She has refused to allow our Service Manager to go back and make the necessary adjustments with the proper bracket as planned as well as call for an inspection as that would have been our next step.

  We were not even aware of the
  customers unhappiness until the very first email which was threatening, blackmailing
  in nature and unwilling to come to a reasonable resolution. Each email after that was more of the
  same. 

  We have not been given the opportunity to rectify any minor issues with the installation, and if given the opportunity, will still do so.

  Customer Answer

  Date: 02/06/2023

  
  
  Complaint: ********
  
  
  
  I do not accept the business's response as a resolution to my complaint because:

  The appointment was for an estimate, there was no urgency. They offered to do the work that day and I agreed.

  They did not request a permit until after the work was completed, and they requested it by mail. They claimed Nashua does not accept electronic submissions which is false.

  I trusted them because they have a commercial electrician’s license - however - the license of the apprentice that did the work was lapsed. Apprentices must be directly supervised - not visited.

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

  a) Electrical installations performed by an apprentice electrician shall be directly supervised by a master or journeyman electrician at all times.

  The State and City Electrical inspectors stated the work is not to code. Spark would not have requested a permit if I did not ask, they knew the work was not to code and offered to correct it only after I asked for a refund.

  The two attached emails are the only ones I sent - requesting a refund. The only communication about the issue is in the two emails I have attached.

  Spark did not comply with the licensing and regulations that apply to electricians in New Hampshire and Nashua. I am requesting a refund to have their work replaced by a company that complies with the laws.

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

  Business Response

  Date: 03/13/2023

  We are willing to send an independent, 3rd party electrician on our behalf and pay for them to replace the parts in question and attend another city inspection.
  
  Its quite obvious this client is looking for money and only money, not a resolution. We offered a resolution to every single complaint. Multiple resolutions in fact. To include sending a licensed master electrician the following day to replace everything. We opened a permit and tried to schedule an inspection, the client refused to allow us to attend the inspection.
  
  This is an attempt at a threat to smear a small business and recoup money and some additional money. If she was looking for a resolution her initial email would not have been black-mailing and threatening in nature.
  
  We offered AND STILL OFFER to send a master electrician to replace anything needed that we installed, or an INDEPENDENT electrician we chose and she agrees with. 
  
  This client is not looking for a resolution, she likely found an electrician to do it cheaper and is trying to recoup her money. 
  
  Short of having us replace the part in question and complete our inspections, we will see this through the due process of law with courts. Thank you.

  Customer Answer

  Date: 03/15/2023

  
  
  Complaint: ********
  
  
  
  I do not accept the business's response as a resolution to my complaint because I paid Spark Electric for wiring and a generator expecting the company to follow the ordinances of the City of Nashua and to have the work performed by a licensed electrician.
  
  To reiterate:
  
   - The company did not request a permit until after the work was completed.
   - The work was performed by an apprentice with a lapsed license.
   - The apprentice was not directly supervised.
   - A key part was modified with an angle grinder rather than using the correct part.
   - The work is not done to City code. State and City Electrical inspectors checked the work and agreed it was illegal.
  

  I do not owe the company an opportunity to correct the work and I do not trust them or anyone affiliated with them to do additional work.

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