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:02/18/2025

  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.

  This transaction occurred over three separate visits with the most recent visit on Monday, January 6, 2025. I paid the business $175, which I would like refunded. I originally explained that my heated floors did not work and after speaking with the manufacturer, determined the issue was a ground fault. Ease Electrical said they could help me and sent someone to look at the heated floor. Upon reviewing the heated floor they said that the issue was not a ground fault but with the thermostat and they would order me a new thermostat. They asked for a deposit on the thermostat, which I paid. They then came and installed the new thermostat and determined that the issue was not the thermostat. They took the new thermostat away and I now have the old thermostat still installed but no longer turning on and working (unlike before they came to install the new thermostat). They then told me the issue was actually a ground fault and I needed to seek a specialist as they could not help me. I was obviously frustrated as this is what I had said the diagnosis was originally. In any event, I contacted them for a refund of the deposit paid for the thermostat. At which time they sent me a new invoice stating that they were going to apply the $175 for a diagnosis fee. 1.) This is completely different that what was stated on the original invoice I paid. 2.) I never agreed to a diagnostic fee nor was I told there would be one. 3.) I ultimately am in a worse position than I was when we started because now my thermostat does not turn on. 4.) They "diagnosis" that I allegedly am paying a significant fee for is what I originally told them was the issue when I called them to book the appointment because I received this diagnosis free of charge from the manufacturer! In short, it is dishonest to claim I was paying a deposit on a thermostat and then suddenly claim the payment was for something else entirely. It is also an absurd amount to pay for the problem not to be fixed at all.

  Business Response

  Date: 03/03/2025

  We contacted the customer on several occasions both by phone and by email to try and explain the updated situation as we were unable to resolve her flooring issue.  We never received a response or a call back to any of our attempts.

  We explained in person, by email and phone that we would attempt to trouble shoot the problem by replacing the thermostat.  Since this did not resolve the issue we explained that she would need to contact a flooring specialist.  We made three separate visits to resolve her issue, replaced the thermostat, as well as performed  additional work we were asked to to do. We made our best attempt at making sure the customer was happy with our level of support.

   We took great effort to explain that the original deposit of $175 would be used to cover the expenses of the three visits, the installation and uninstallation of the thermostat as well as the added services which were installing Installation of Weather Resistant GFCI Outlet rated for outdoors by the front door.  Unfortunately none of our calls, emails or voicemails were answered. We did our best to get the issue resolved and make sure the customer was happy.  We were never communicated that there was any issue with this use of the deposit and would still love to make sure the customer is happy by providing a refund.  

  We hope the customer can better communicate any issues in the future to avoid any unnecessary involvement of third parties.