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:04/10/2023

  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.

  I contacted Craven Electrical Services in February 2023 because I was having issues with my solar system's battery backup. They came out and looked at my set up and mentioned that all 24 of my 6v deep cycle batteries needed to be replaced. They informed me that once I get the batteries to call them and schedule a time for installation. I received the batteries after having to pay additional $120 on top of the shipping fees since it was coming to a residence. I called Craven to come install, set up the original appointment for middle of March 2023, about 4 days before the day they were supposed to come out I got a call from them that the technician had a medical emergency and wasn't going to be able to make the appointment, which I understood. I did reschedule for them to come out 2 weeks later (the last week in March) and again 5 or 6 days before the appointment I get a call that they have closed their solar department. Initially I had a hard time even finding Craven to come out and look at my solar setup so when they cancelled again I had continued to call around to just about all of the electrical companies who do solar to get help installing these batteries and no one will come out and do the work. I have come to the conclusion that I just have to upgrade my system so I can get on some sort of service plan for the system. However, because of that I'm stuck with close to $9k worth of batteries that I can't return. This is just a bad customer experience and they provided no alternate solutions to my situation, just a "oh well, sorry."

  Business Response

  Date: 04/17/2023

  In reference to *************************,

  A call was given to them in regard to our department closing. In no way shape or form was this a "oh well, sorry" response. Excel Electric and Performance Solar were given for the customer to contact. We are sorry for any inconvenience this may have caused.

   Thank you, 

   

   

   

  Customer Answer

  Date: 04/17/2023

  Better Business Bureau:
  
  I have reviewed the offer and/or response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  We had tried that company before even calling Craven. They wanted nothing to do with the batteries, because they didn't. install the whole system. Yes, we did receive the call from Craven (as mentioned), and yes it was a "oh well, sorry" try this company. I'm still stuck with these batteries and I can't find anyone to touch them because the companies I've called didn't install the system to begin with so they want nothing to do with the maintenance. Because of having such a difficult time trying to get anyone to install these batteries I've had multiple companies come out and look at my system and they found out that I didn't even need the batteries because my system was overloading not an issue with the batteries. Yes the batteries I have are swollen, but the companies said that they are still pulling 5v which is a good draw on a 6v battery. Craven didn't even do any sort of investigation they just looked at the system and the batteries and said "it's the batteries." Also, when we received the first call about the tech being in the hospital we asked about the maintenance plan, and were told someone would call us about it. We never received the call. ********* tells me two things, either the message was never given or they knew they were going to close their solar department. My thought about this whole situation is at some point Craven knew they were going to close down their solar department, you don't just close a department in two to three weeks without prior thought. When the decision was to close the solar department there was no help from Craven. Meaning they just gave us another company to call. Craven did no do-diligence by already have another company lined up to finish their already scheduled jobs nor did they complete their obligations to the customers they already had set appointments up with. 
  
  Regards,
  
  *************************