Complaints

This profile includes complaints for Novinium Inc's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Novinium Inc

  22820 Russell Rd Kent, WA 98032

• 

  Novinium Inc

  22820 Russell Rd Kent, WA 98032

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:05/05/2023

  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.

  This 3rd Party contractor came to my house and turn off my power without ANY notification They have done this 8 times since April 20, 2023:Because of covid, I have to work from home, and they are killing my power with no warning. I have asked them repeatedly to warn me, and they flat refuse. I had to go purchase devices to keep my fridge from getting power surged. I had to purchase a *** to keep my internet functional. Whenever they take my power down, it locks my internet, so I have to unplug the device in my garage for about 10 minutes. This is 80 minutes of my valuable lost time. The last time was vindictive! Because I asked them several times to warn me when they going to turn off my power, I ripped them a new one on #7. They were very vindictive, and turned my power off for the 8th time, and ran away like chickens. They blocked the alley with three trucks the entire day, and no one could leave their homes. Are you going to pay for my damaged devices because your crew refuses to warn me? Your crew is VINDICTIVE!! Also, your ***** vehicles are in violation by not having license plates on the front of the vehicle. There is one guy on this crew that was hateful.

  Business Response

  Date: 06/05/2023

  We are a contractor for the local distribution utility in this area.  This job started as one type of job, changing out transformers, to a second type of change-out job, rehabilitating underground cable connecting the various transformers.  The original scope was conducted on 4/20/23 and 4/21/23; we changed out several transformers during two separate outages.  Door knockers, notifying each utility customer that their power was going to be disrupted for an extended period of time due to required work in the area, were distributed to all neighborhood residence on their front door.

  Between 4/27/23 and 4/29/23 we worked on the first portion of the cable rehabilitation scope.  Our team leader running the job states he had communications with the resident who filed this BBB complaint.  This gentleman was very rude at first, and our crew leader explained what he was doing and why there would be no power. This particular loop is out of phase so we needed to drop power, otherwise the work would cause an even longer outage.  This resident never asked our team leader to notify him of further disruptions, so a crew leader assumed he understood given the conversation.

  On 5/3/22 a different crew arrived to complete the rehabilitation in the neighborhood.  Our crew leader for this day states he blinked power (split second disruption) twice on 5/3.  The first time occurred when he was switching.  The resident came out irate yelling and cursing at him. He tried to get the man to calm down, asking politely not to yell and curse at him.  However, the resident did not comply.  Our crew leader simply walked away as to not escalate the situation given aggressive behavior of the resident. There was a second outage that afternoon, after which the customer came out taking pictures of our equipment and crew members. Our crew approached the customer and asked for a name and address, and the resident only responded that was not their concern. No other communication was had with this man. 
  
  No one employed with Novinium was disrespectful towards this resident in any manner.  It was not necessary for the resident to purchase any sort of supplemental back-up equipment.  It was his own choice.  The good news is the local transformers and underground cable in the neighborhood have now been rehabilitated and the chances of a faulted cable and power disruption are significantly lower than they were before.

  Customer Answer

  Date: 06/05/2023

   
  Complaint: 20023541
  
  I am rejecting this response because:

  They are only responding to what their crew said.  I contacted ONCOR to complain about Novinium constantly turning off my power without notice or warning.  The door tags they referenced was not an effective way to notify us.  Had I not seen them put it on my door on my security cameras, I would not have known or been prepared.. My property is posted, and technically,. they trespassed.

  I had to purchase devices to prevent my devices from getting damaged because they kept turning my power off and on for a total of EIGHT TIMES! NO ONE should EVER have to deal with this! They turned my power off when I was sleeping. I have to sleep with a CPAP Machine, and they put my life in DANGER by turning my power off without notice.

  Novinum kept turning the power off. 

  I have a picture of the guy that was disrespectful towards me. 

  I just want the $130.00 it cost me to protect my equipment, or I will have to take the appropriate action.

   

   

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

  Business Response

  Date: 06/29/2023

  Company has engaged with homeowner directly. You can close this matter.

  Customer Answer

  Date: 07/10/2023

   
  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.
  
  Sincerely,
  
  *****************************

• Initial Complaint

  Date:03/07/2023

  Type:Sales and Advertising 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.

  *************** were doing repairs/installation in alley way and employee driver ran over sprinklers and lawn causing damage. I, the home owner chased down contractor since I had witnessed the damage being done and the employee gave me a direct POC to file a claim-**** ************. However, employee stated they would inform **** of the incident and damage. This damage was done in January of 2023. After weeks of no contact or repairs being done, the homeowner reached out to **** for a status update. **** stated he would get right on it and then 2 more weeks went by and no repairs had been done. Homeowner called **** again and he finally sent someone out to assess the damage. Employee gave a timeline that someone would be out in 1-2 weeks to make the repairs. 2 weeks have passed and no repairs have been made. Homeowner reached out again to **** via text for status update and no response. Homeowner called **** and he stated he is having to research the issue and no authorization had been given for repairs. Homeowner had been getting the run around and still no repairs have been made for damage caused by employee driver who drove on private property and caused damage.

  Business Response

  Date: 06/01/2023

  To Whom It May *******************

  In regards to Complaint ID ********, this matter has been resolved from our perspective.  The individual who filed the complaint, **************, is not a customer of ours and is in no position to complain of our work.  We work for utilities not consumers.  He has accused ** of running over his lawn with the rear of our trailer, but his complaint is quite inconsistent with the interaction with my team on site.  This is especially the case as each time he spoke with my general ******* who ran that job in ****************** neighborhood, the story changed.  It got to a point my ******* no longer believed ************** and informed him that we couldn't help him.

   

  Upon receiving the BBB complaint, I asked my ******* to review our vehicle GPS history for the days that we were working in that neighborhood.  Unfortunately, the history mapping is quite unclear whether we drove past his home.  Accordingly, since it was not conclusive whether we did or didn't drive past his home, I directed my team to restore a patch of his lawn where we might have damaged had we driven past in the off chance we did in fact damaged it.  We will not be taking any further steps of action for ***************

   

  Thank you for bringing this complaint to our attention.

   

  Best regards,

  Ben

   

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

  Vice ******************* Services