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:03/04/2024

  Type:Customer Service 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.

  We are requesting a refund of $455.52 because unnecessary work was proposed and billed based on false/manipulative info.
  We lost power in a small hallway/room in our house. The circuit breaker for that part of our house tripped, was stuck, could NOT be reset.
  The electricians with "Powerful Electrical, LLC" came out examined the circuit panel and breaker. After the check, they told us that they needed to test all outlets/switches in the affected area and gave us an estimate of $455.52. Since we saw that they checked the circuit panel and stuck breaker and proclaimed that they needed to examine the issue further we were under the impression that there was no problem with the breaker. 2 days later they first inspected some switches/outlets. Suddenly they stopped and checked the breaker again, explained that the breaker was broken and that it costs us an additional $180.
  They replaced the broken breaker and presented us with a bill for $635.52.
  When we objected and asked that we thought they had checked the circuit breaker days earlier and why they didn’t do this first, we were told that it was a very rare problem and they had no way of knowing it was the circuit breaker. Professional electricians tell us that a faulty circuit breaker is a common problem and always checked FIRST.
  After posting a review on BBB, Powerful Electrical responded:
  “We tested the breaker and found it to have proper voltage. Given that it was an AFCI breaker for a lighting circuit, we needed to investigate further...”
  This information is false!
  The power outage did not only affect a lighting circuit, but all power outlets in the area. NO equipment in the area was operating and PE knew this.
  We feel defrauded by Powerful Electrical, LLC because we were given the impression that the breaker was not faulty, but that all the switches and sockets needed to be checked.
  We wouldn’t have agreed to have outlets/switches checked for $455.52 if they had told us that they did not test the breaker first!

  Business Response

  Date: 03/09/2024

  ****** & ***** ***********, 
  
  Thank you for bringing up this matter with us regarding our last visit. 
  Troubleshooting an AFCI breaker isn’t a straightforward task and it’s one of the most complicated to get right quickly and often takes a couple hours! 
  When Stan came out to your home 11-13-2023, he was greeted by *****, and it was explained that the lighting circuit wasn’t working in the front foyer and at the top of the stairs. He visually looked at the panel to determine the type of breaker, manufacture and what size it was. He then went upstairs to look at the affected area with *****.  
  We presented a troubleshooting repair of $455.52. 
  It was accepted and was scheduled for the 15th, two days later. 
  It’s important to note that Stan drove 45 min to the jobsite and started the service call by presenting the same option as discussed for $455.52 and he collected a signature for permission to get started. 
  He went to the truck to get his tools, returned and made small talk with the customer as it was around Christmas time. ***** walked Stan around the house again explaining what wasn’t working. 
  Stan and his tech began opening devices as that’s the best way to identify the issue. After taking some time and opening several switches and outlets, we fixed a couple wires that had cuts in the insulation and is another reason why AFCI breakers trip. 
  We turned the breaker back on and it didn’t reset. We explained that to ***** and he approved the additional $180 to replace the faulty AFCI breaker. Troubleshooting an AFCI breaker is very complex and often fixed by finding the 2 conductors that are touching. Typically, it’s the grounded and grounding conductors making contact.  
  There’s no perfect way to do this and you must rely on experience to lead the way. 
  Just like the saying “Hindsight is always 20/20”, it’s easy to say we should have replaced the breaker first, now knowing that was the issue.  As a master electrician/Electrical Contractor, it is our job to troubleshoot the problems and find the solutions.  When we walk into a job we always troubleshoot to the fullest of our abilities and do not assume anything about a job. We could not have known the issue of the breaker upon arriving at the job without troubleshooting other areas of the circuit.  We made changes to areas in outlets that could have affected breaker as well.  Since we made those changes in the outlets.  We cannot completely say that the issue was the breaker with nothing going on.  If we had not made those adjustments to the outlets there still might have been an issue with the breaker.  It was our expertise and knowledge that allowed us to fix the issues at the outlets but also address the issue of the breaker.  It took time and knowledge to fix those issues, which is exactly what you paid for.   
  
  The price would have been the same either way as we would still have to troubleshoot the issue and replace the breaker. Our process was followed by providing an accurate estimate, then having the customer approve the job. Collecting a signature to get started to agree to the price, finish the job and collect a final signature saying everyone was happy, then finally collecting payment. We collected 3 signatures and were told yes 3 times to continue the service. 
  Regarding the feeling defraud, we apologize that y’all feel this way. Our suggestion wasn’t meant to disregard any troubleshooting method or technique. It wasn’t to imply that the breaker was fine. We just simply went with what was presented and decided to troubleshoot the circuit the best way we could. 
  We see that it was provided to us the avg cost to install and replace a breaker was $180 which is what we charged and seems to fall in line with what was said, however those prices are for a regular breaker and not an AFCI breaker. 
  We didn’t charge for an electrical inspection and therefore didn’t provide a comprehensive one, only a visual one which was free. There are so many different websites that can tell someone how to do the same thing in 5 different ways.  What works for one situation is not always relevant to what works in another situation.  It also does not change how we performed this job. It’s important to note that the circuit wasn’t working when we showed up and it was working when we left! 
  We simply can’t refund this because we did the work, we said we were going to and we collected signatures saying everything was accepted and working, then we were paid saying that the outcome was favorable.  
  Please see attached google searches for how to troubleshoot an AFCI breaker that has tripped, to show the different opinions online and note that the last step was also to replace the breaker! 
  
  Best, 
  Stan 
  Powerful Electrical 

• Initial Complaint

  Date:09/09/2022

  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.

  Contractor knowingly hooked up a 200 amp breaker box when the wiring from the meter into the breaker box was not sufficient, then proceeded to cancel his permit on the building without even attempting to get it inspected and get power restored. I was told the wire needed to be one size larger as the one that was there can only sustain up to 175 amps. There was no communication letting me know that the work was done. The area also was not clean as stated in the receipt attached, there was in fact a good majority of trash left
  
  The county inspector was gracious enough to meet me out there and let me know what needed to be done to restore power to the building and that's when I was told that it would not have passed which is probably why he didn't try to get it inspected.

  Business Response

  Date: 09/21/2022

  Business Response /* (1000, 5, 2022/09/11) */
  Please see attached NEC chart showing that 2/0 Copper is sufficient for 200 amps.
  Please see attached pics showing that the LOAD side with the copper lugs is the load side of the meter enclosure and the white stamp on the wires show they are 2/0 copper which is sufficiently rated. This proves our installation of the 200 amp panel is code compliant.
  As far as the trash, we fully cleaned and broom swept our working area.
  That building was extremely cluttered and I actually tripped and fell over the clutter. I didn't complain as I could of easily done so.
  I understand the county inspector met the owner there and probably try to explain a few technical terms but clearly as shown in the picture doesn't match up to our evidence because the wire is sufficiently sized to the panel.
  Please also see attached text message with communication stating that I would call for inspection and let the owner know it would fail because the building has serious electrical violations and that's why I decided to wait a couple weeks for her to fix the building up.
  Our electrical panel will definitely pass inspection especially as the service entrance conductors feeding the panel are appropriately sized.
  We asked that the owner please stop bashing our small business with false claims as we clearly didn't violate anything, we pulled permit for everything and even passed inspection for everything that we have called in for.
  We took the permit off the building because we were informed like every single other jurisdiction around here that they would reinspect, we found out Berkeley county does not reinspect when the permit is taken off of a property.
  I have no problem with obtaining another permit and apply for inspection ASAP regardless of the condition of the existing building.
  We ask that you drop this complaint as we believe we have provided beyond a preponderance of the evidence that the service entrance conductors are sized appropriately.
  
  
  Consumer Response /* (3000, 7, 2022/09/12) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  The trash was not picked up. The was very clear pictures of the cigarette box, breaker panel box, old breaker panel as well as all of the miscellaneous material left behind form the job.
  
  The building is cluttered because it is used for storage which is all on the opposite side of the building from where you worked with the exception of washers and dryers. But still a clear path to the working area was present. If working conditions were unsafe, it would've been well within your right to either make them safe or refuse to do the work but your response when I mentioned the building condition was "It's totally fine, we've worked in worse"
  
  There is actually no temperature rating under allowable ampacities of insulated conductors to which 2/0 wire is sufficient for 200 amps. 2/0 wire-60 degrees C rated for 145 amps. 2/0 wire-75 degrees C rated for 175 amps (this is the wire currently in place) and 2/0 wire-90 degrees C rated for 195 amps. The inspector has required, in accordance with code of allowable ampacities of insulated conductors, a 3/0 wire-75 degrees C rated for 200 amps be installed to pass inspection. He explained this to me thoroughly and showed me the chart to which this information was obtained. It does not give me the option to attach the chart showed to me by the county inspector but I will be happy to send or attach where I am able.
  
  
  Business Response /* (4000, 10, 2022/09/13) */
  I'm still working on this for you as I've talked to the lead inspector and he obviously agrees with me on this. As far as the insulation temperature rating, that's only for brand circuits not service entrance or feeder wires, there's a different chart for that which I've provided in the previous response.
  
  The main question is are they going to allow the utility company because they used 4/0 aluminum which is still rated at 200 amps which is the same exact thing as 2/0 copper.
  
  One thing to know is that these inspectors do not have formal electrical training, I spent 8,000 hours and 4 years with the local apprenticeship program to be a commercial electrician.
  
  The hardest part of my job isn't doing the actual work, that's easy, it's trying to convince the inspector that I'm right and show them the proof, the issue is sometimes even after you present the proof they tell you because they are the authority having jurisdiction that they're right, that actually makes them right.
  
  Hopefully I'll have a response tomorrow.
  
  
  Consumer Response /* (4200, 12, 2022/09/16) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  I was told that the chart which you provided was for single family dwellings, not commercial spaces. The chart I attached it the code being enforced because the space or commercial.
  
  
  Business Response /* (4000, 14, 2022/09/17) */
  However the option you selected was only for an electrical panel replacement, not a service upgrade, which isn't intended to bring your entire building up to code, if the county requires anything extra then that would have to be charged and change the new scope of work.
  We however can provide you the 3/0 CU Service Entrance Conductors at no charge to make you happy which should be less than 10 ft per conductor.
  
  Again, the lowest option was selected which was an electrical panel replacement and not the premier option which would be the service upgrade to bring the entire electrical service up to code.
  We are however not responsible for the entire building especially if that option wasn't selected and paid for.