Complaints

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• Initial Complaint

  Date:08/07/2025

  Type:Billing 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.

  Power Play Electric ********* our electrical job and left us without our upgraded panel for over a year.
  They overcharged us on multiple services. They provided us with ********** and inflated billing as well as ******** us for payment - to which we have overpaid them.
  We had multiple issues with the services they provided *** *** ** **** ******* ** *** *** ** *** *************. They have caused us numerous delays on our project ** ******** ** ************ ******* ********** *** **********

  Business Response

  Date: 10/07/2025

  Thank you for giving us an opportunity to respond.  We take pride in providing high-quality
  service with honesty and integrity.  We
  value our relationships with our clients and welcome feedback on their
  experience working with us.  We are disappointed
  that, despite our best efforts, we have not been able to resolve this issue
  with this client.  Prior to this dispute,
  we worked with her on a few small projects for her rental properties.  She engaged our services for a main floor
  renovation and addition on her personal home.  We provided her with an estimate in March 2024
  based on drawings and a predetermined scope of work.  It was anticipated that we would begin
  working in July/Aug once the framing was completed. We started in Dec.  Her project was significantly behind schedule,
  and we assured her we would do our best to complete the work as quickly as
  possible. 
  

  There were multiple lengthy meetings to discuss
  client-initiated changes and add new work that wasn’t part of the original
  scope.  We encountered factors that weren’t
  considered at the time the estimate was created. Feeling pressure to meet their
  strict deadline, we regret that we didn’t obtain sign-off for all the changes
  and extras that fell outside of the scope of work outlined on the
  estimate.  We continued working as per
  the on-site directions trusting there was a mutual understanding that additional
  costs were being incurred.  We met her
  deadline finishing the rough-in on December 23rd.  The client notes that we left them without an
  upgraded panel. We made provisions for the service upgrade during the rough-in which
  was to be completed during phase 2 as discussed with the client since it would
  be more cost effective and save time.
  

  Initially, the client seemed extremely happy with our service
  and even commented publicly on our social media that she was excited that she can
  rely on us.  We are confused about her
  claim of needing to fix discrepancies.  Our
  work was inspected by ESA and passed without issue.  She paid us the second instalment that was
  due at the end of the rough-in, including $3500 extra and acknowledged that it
  wouldn’t likely be enough to cover the cost of all the additional work that was
  done.  Given that it was two days before
  Christmas, we agreed we would sort it out after the holidays.
  We sent her an invoice in January and met with her after she
  expressed concerns about the cost.  To be
  as transparent as possible, we shared a breakdown of hours and the individual
  cost and quantity of each item we used. 
  We were unable to satisfy her concerns during the meeting. 

  Since then, we have provided detailed explanations about the
  cost. 
  

  We followed up by email listing all the extras and factors
  that had monetary impacts.  She responded
  a week later and disputed almost every item on the list.  The disconnect between our perspectives was clear.  We didn’t abandon the job.  She is aware that we stopped working because she
  was less than truthful about the extra work that was completed, questioned our
  integrity, made false claims about how we conduct our business and refused to
  pay.  We offered to work with her new electrical
  contractor to transfer information, permits, etc. if she paid her invoice
  because we understand that starting work on a project that is already in
  progress is challenging.
  

  We then provided this client with an itemized list of the cost
  for each change and extra item she requested. 
  We recognized that she encountered multiple unforeseen circumstances
  that had budgetary impacts in the early stages of her project so we made some
  concessions with our invoice and charged her less than the actual cost of the
  extras.  This information was provided to
  her in a chart on March 25th. 
  Given the timeline to do so, we registered a construction lien on her house
  at that time but assured her we were committed to resolving the issue without
  taking further legal action.  She did not
  respond.  We contacted her again on April
  30th to ask if she had any questions about the chart and if she
  could provide an update as to when we could expect payment.  She did not respond.  We sent her an email on June 5th advising
  her that we would be referring her account to a collections agency or initiating
  legal proceedings if we didn’t get a response from her before June 12th.  It was our strong preference to resolve this
  matter with her directly.  In the
  interest of finding a resolution that was mutually acceptable for both of us,
  we invited her several times to suggest a reasonable cost or payment
  arrangement to settle the matter.  She
  did not acknowledge that offer or the email from June 12th.
  

  We contracted ***** *********** to assist with this account
  since she was not cooperating or responding to our requests.  They have
  contacted her this week, and, given the timing, we presume this is the
  motivation for filing this complaint *** *** ************** ***** ** ******** **** *** **********
  

  The client indicated that we have caused numerous delays on her
  project.  ** *** ** ********* ** **** **** ** **** ******* *** *** ********* *** ******* *** ******* ** *** ***** ************ **** **** ******** ******** *** **** ******* ***********  **** **** ****** ** ***** ** * ******* ** ** **** ********** **** *****
  

  We appreciate that this situation must be stressful, and we
  are truly disappointed that we have not been able to settle this dispute. We
  have been in business for 11 years and have never experienced anything like this.  We would be happy to share our email
  correspondence with you if that would be helpful.  Thank you again for giving us the opportunity
  to share our experience.  We are
  available should you have any further questions or require additional
  information.  

  Customer Answer

  Date: 18/07/2025

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:

  We were deeply disappointed by our experience with Powerplay Electric, as their actions and billing practices were ********* and **************. Initially, our relationship with Powerplay was positive, having completed a few small projects without issues. For this larger project, we followed our usual process: Powerplay provided a quote upfront, which we agreed to, forming the basis of our contract. However, the execution and billing for this project deviated significantly from our agreement.
  With respect to the completion of the work, ****’s son, ****, went on holiday in December, leaving a junior journeyman to handle much of the work. ****’s presence was inconsistent, leading to numerous mistakes. Despite our proximity to the site and availability for questions, communication was poor, contrary to Powerplay’s promises of regular updates. We frequently checked in with their office manager, *****, to inquire about their return, as the job was clearly not a priority for them.
  While Powerplay met the December 23 electrical inspection deadline, the rough-in was incomplete, with multiple deficiencies we only discovered later through a new electrician. These included missing wiring, incorrectly placed pot lights, many off-centre fixtures despite a provided floor plan, and misplaced plugs and switches. Some issues were uncovered after drywall, taping, and painting, requiring additional costly repairs, including rewiring, re-patching, and repainting.
  Regarding billing, we verbally agreed with **** to approximately $3,500 in extras, which we paid as part of the second installment. However, in January, **** presented a surprise invoice that ignored our prior agreement and included charges for overtime hours, which were never part of our fixed-price contract. This felt ********* and lacked transparency. Additionally, Powerplay failed to complete a service upgrade quoted at $2,500–$3,000 in summer 2024, despite our reminders and site preparations. When raised in January, **** quoted $8,500, citing the need for re-excavation due to their oversight.
  We met with **** twice in January to resolve these issues. Initially, he acknowledged our concerns, but subsequent emails from his wife contradicted these discussions, presenting inflated charges to justify their billing. Despite our requests for a detailed list of extras aligned with our original agreement, Powerplay provided no clarity and ultimately abandoned the job.
  This left us with an incomplete electrical rough-in, only a few functional outlets, and mounting deficiencies. Securing a new electrician took weeks, delaying our project by months, increasing carrying costs, and adding expenses to address Powerplay’s errors. We are still uncovering and repairing numerous issues, including re-excavating costs, rewiring, re-drywalling & repainting costs as well as charges for fixtures not installed on the property.
  *********** **** *** ************ ***** ******* ********* ********** *** ***** ******* ** ****** *** ********* *** ****** *********** ********* *** ********* ******* ** ******* **** ** ******* ************ ******** *** ******** ** **** **** **** ** ********** *** *** ******* ***** ** *** ***** *********

   

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

  Business Response

  Date: 23/07/2025

  We take customer concerns seriously and are committed to
  resolving issues promptly and professionally.  This complaint is *********** inaccurate *** ***********  ***** **** *** ** ********* *** ******* **** ***** ************ ** ***** ** ****** **** ****** ********* * ******* ********** ******* *** ******* ********* ** ********** ** ****** ** *** ** *** ********* ** ***** ******
  ** **** *** ********** ************* ** ******** ************ ************ *** ******** ** ******* **** *******
  
  

  With respect to her request for a refund:
  Refunds are not provided for work that has been
  completed.  All labour performed and
  materials used up to the date we stopped working have been billed
  accordingly.  The work was completed as
  per the direction of the client and passed inspection without any deficiencies.

  Customer Answer

  Date: 31/07/2025

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:
  

  
  We are deeply dissatisfied with the services provided by **** ****** of Power Play, as their responses have consistently felt like empty promises. This project clearly exceeded ****’s capacity. Not only did he present us with an ********** and misleading invoice, but the work was riddled with errors. Following the receipt of this inflated bill, we held two meetings with ****, which initially seemed productive. However, subsequent communications revealed that Power Play was unwilling to negotiate or rectify the issues and ultimately abandoned the job. Prior to the holiday, **** provided verbal pricing, which **** later inflated ************* ******** ** ******** *********. Our contract with ****, valued at $38,117.84, was for a near-complete home rewiring. On January 6, 2025, he presented a bill for $38,776.57 for an incomplete rough-in, leaving the home with minimal power and only two functional outlets—one on the main floor and one in the basement.
  While Power Play passed the ESA inspection, we later discovered significant deficiencies throughout the home, as the inspection only evaluates completed work, not omissions. They charged us for unwanted or unneeded items, such as 47 pot light rings and their installation labor, as well as bathroom fans that were never delivered. **** admitted to billing overtime hours to complete the job, which we view as ********* for contract-based work. Our labor costs inexplicably rose from $19,193.05 ($16,985 + HST) to $27,221.04 ($24,090 + HST) without prior notice, further highlighting their ********* practices.
  The following is a non-exhaustive list of discrepancies and missing items:
  Only one outlet installed on the kitchen island, despite code requiring two for its size.
  Two pot lights missing in the kitchen.
  Missing pot lights in ******’s bathroom, now requiring costly repairs due to completed drywall, roofing, and painting.
  Light switches in two bathrooms and the laundry room placed behind doors, rendering them inaccessible and necessitating expensive corrections.
  Five bathroom fans billed but never delivered.
  Additional charges for a wall fan installation, which other electricians confirmed should not incur extra costs.
  Incorrect wiring for the coffee bar, requiring relocation by a new electrician.
  Undersized wire for the new garage panel.
  All under-cabinet lighting in the kitchen, pantry, bathroom vanities, and laundry room wired incorrectly, requiring complete rewiring.
  No wiring installed for the TV outlet in ******’s bathroom, despite being charged for it.
  Misplaced dryer plug, despite onsite schematics clearly indicating its location.
  Misaligned vanity light in the girls’ bathroom, despite schematics provided onsite.
  All living room pot lights mispositioned, not centered or measured properly.
  Failure to coordinate with Hydro, leaving us without power for months and requiring us to pay for re-excavation to the electrical panel.
  If **** provided full email correspondence, you would see additional inconsistencies. For example, we were charged for correcting their errors, such as outlets and switches placed in the middle of a mirror. When we adjusted a fan’s location before any work began, **** assured us there was no cost, yet we were later billed. We were also charged for items already included in the provided plan, such as TV outlets in the living room and ******’s bathroom. Indirect basement lighting, discussed with **** as interchangeable with no cost difference, was never installed but still billed.
  ***** ********* *** *** **** *******. We had a clear contract with **** ******, with agreed-upon extras totaling approximately $3,500. On December 23, 2024, they delivered a substandard rough-in, followed by a surprise bill on January 6, 2025. At this meeting, **** also informed us that the original $2,500–$3,000 quote for the panel had ballooned to approximately $8,500 due to his failure to install underground conduit or schedule Hydro, which I had to arrange myself. Despite two seemingly constructive meetings to address the bill, ****’s firm emails demanded full payment and confirmed his abandonment of the project. We are now left to cover the costs of correcting their mistakes, as detailed above.
  In good faith, we paid a deposit of $11,435 in July 2024 and an additional deposit in December 2024, including $3,500 for extras. ** ******* ***** **** *** ***** *********** *** ******** ********** **** *******. We respectfully request a refund to cover our additional expenses incurred to rectify their electrical errors.

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