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:12/06/2023

  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.

  *** called me back within 24 hours and I scheduled him to come out for a free estimate on 12/5/23 (as he advertises in his website, as well as on his business cards). When *** came out, he took about a 20 minute look over what we wanted fixed, and told me he would write me up an estimate for the work and get it to me. However, then he said he needed to go to his truck and write up an estimate for the work today. Let me be clear that he was at my home for no more than 30 minutes total, and spent 10 of that in his truck writing up the invoice he handed me for $140 for his "labor ($85) and trip ($55)" today. *** then came back into our home and stood inside my door asking to be paid today for the $140, because "that's the way he does things." He asked me if I had a check to pay him today. I told him that I was not expecting the $140 bill for his time to come out or travel (we are in Lancaster which his website says he services), without getting an estimate for the work. I mentioned his free estimate claim on his website and the card he handed me with the "invoice" he wrote out for that day. He just kept repeating that he didn't work that way And intimidating me by standing just inside my doorway telling me he needed to be paid in some way today for all of it. There was NO work done to my home, and I did NOT get a free estimate for the work we wanted done from ***. I should have told *** just to leave, but I offered to pay him for his "labor" and made him promise to leave my house and leave us alone. Standing inside of a family's doorway, intimidating a young woman with a young child is no way to run your business. *** is not honest to his free estimate claims, and I was upset enough to call the police after he left my property due to the nature of the demands to be paid and the intimidation. I am looking for my $85.00 check back from ***. I have photos of ***'s invoice and claims on his website of free estimates, as well as a photo business card saying free est.

  Business Response

  Date: 12/07/2023

   we are very sorry to hear about **************** dissatisfaction with our service. We pride ourselves in being prompt, courteous and professional. Recap of the visit: I arrived at her home and was welcomed in she told me about the non working post light. I told her I would check outside at the light first then come back which I did. There was no power at the post light and I asked if she turned it on and off by a switch she said it used to come on automatically at dark and turn off at ****. I asked if I could check in basement and at electrical panel for a timer or possibly find the wire going out. Neither were possible due to a finished ceiling in basement. I suggested a future fix would be to run a new feed to post light and put a photo-cell at post light . She agreed. I said I am going to my truck to write up your bill for today. I came back with the bill and she immediately became irate asking why is she getting a bill ; isn't this a free estimate. ************ is confused about the difference between a free estimate and a billable service call. I tried to explain the difference. A free estimate does not include troubleshooting your electrical problems. I said If you call a repairman because your refrigerator isn't working and he comes out checks the fridge and determines that a part is bad; he will have to order it and come back when the part is in to replace it. I asked her do you think that *** is not going to charge you for that visit? Of course he is going to charge you. This is what ************ just could not understand. This was a billable service call, not an estimate. Then she seemed to agree sort of and then the issue was the price for only being there for 30 minutes. Most contractors have a minimum charge of 1 -2 hours. I said we have a minimum of 1 hr. at $85 and the travel charge to Lancaster was $55. I also suggested I prefer to get paid today; most contractors due also, with the exception of larger companies who have billing personnel. She was just convinced that I was ripping her off. I have been doing business this way for about 10 years and she is 1 of 2 who disapproved of asking for same day payment. Most c She then agreed to  pay the $85 hour charge but not the travel fee of $55. Also there was no coercion involved as she tries to imply. I suggested that she call a couple of local electrical contractors and ask them 2 things: Would they come out and troubleshoot her problem for free or as a "free estimate". Also ask them what there minimum charge would be ; ************ stilll owes our co. $55.

  Customer Answer

  Date: 12/07/2023

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: ********
  
  I am rejecting this response because:

  The conversation never took place to which the business owner states.

  The business owner is not telling the truth about the conversations that took place other than a demand for day-of payment for services I was not aware were being rendered other than a "free estimate."  

  I do not know what further to say other than I was intimidated to pay same day for services I was not aware were being charged for. I was asked "don't you have a checkbook?'', as he stood over me inside my doorway demanding same day payment for charges in which I was not aware were being charged.

  I had *** out for a free estimate for fixing my lamppost. I never received an estimate from him for the work to be done to my lamppost and no work was done to my home. The business owner only wrote up an invoice in his truck for the day, which was $140.00- $85 for labor, and a $55 trip fee.

  I was never aware that the business owner was charging a fee for his services at all that day, as well as charging a trip fee. ***'s response to my concerns were that "I never asked." 

  I am willing to provide the police report copy as proof as needed to the BBB as to what occurred after the owner left my home as to what I experienced if needed.

  I also have screen shots of his website claiming free estimates, as well as his business card claiming the same which he handed to me. I also have a photo of the invoice the business owner provided to me day of showing the charges he was claiming for the day.

  I also spoke with another local contractor who suggested I file this BBB complaint who agreed that this is not how a "free estimate" works, and he was disappointed to hear about my experience with this business owner. 

  I would also like to note that, while the business owner stood inside my doorway and demanded same-day payment from me for the invoice he handed me, while I wrote him a check for $85, he agreed that this would "settle things out."

  I advised him that after paying him this amount, I do not want him to come back to the premises and will not be making future payment. Standing over me in my doorway, the business owner agreed that he would then consider this as "paid in full," and that he would not pursue me for any more money and would leave the premises.

  I was scared, alone and unsure of how to get the business owner out of my home without payment, which is why I agreed to writing a check for the $85.00 (which he said were labor charges for the day). 

  I will not be making further payment to the business owner and would like a refund for my $85.00 as it should have not been charged. 

  I also do not want to have any further dealings with the business owner or have him anywhere near my home, which is why I filed a report with the police.

  I believe it is important to mention that I believe the business owner's response to this BBB complaint in anger as I have posted reviews of my experience on ****** and **** which he is likely not happy about having online. I believe this is why he also is claiming I still owe his business $55.00 as well.

  I am happy to take the reviews down if asked by the business owner if I am provided back my $85.00 physical check which I do not believe he has deposited to his business account yet via mailed check.

  
  Regards,
  
  *********************

  Customer Answer

  Date: 12/07/2023

  I am very worried about retaliation from this contractor personally to my home address and am getting scared. I would like to completely stop this process as I have a family and am worried that this man has our address and has been inside of our home. I am worried about our safety. Can you please advise on what steps to take to resolve this so he does not come back to our property and we do not further anger him and worry about retaliation towards my family?

  Business Response

  Date: 12/09/2023

   As I mentioned before I take pride in treating my customers with respect and professionalism, as my reviews on **** and ****** will show. I believe this was a big misunderstanding on both parts. I have no hard feelings again the customer. In fact I wish her and her family great success.

  I would be willing to return the customers check and have no further billings to her with a written agreement that she will NOT post any negative reviews or comments regarding me personally or my business.

  ***** ******

  Customer Answer

  Date: 12/11/2023

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  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. 
  
  Regards,
  
  *********************