Complaint: I received an invoice from S&S Electric yesterday in the mail dated, April 16. 2013.
(attached) The invoice was a billing for work that was alleged to have been completed
and was double the amount that was quoted to me. The invoice does not indicate what
work was performed and indicated billing of $480.04. I want to ensure you are fully
aware of how negligent your billing practices are and how unprofessional I feel your
company has treated me.
S&S Electric came to my residence to complete electrical work on outlets in my pool
house in April of 2103. The work was quoted to me as "$2XX-XXX", as it was considered
minor work by the electrician. I was not provided a contract, a quote sheet or any other
document allowing me to approve the work to be done, which was very odd. After the
service visit in April 2013, the work was not completed and S&S Electric was asked to
come back and complete the work. An electrician arrived to complete the work on the
outlets a few days later. Currently, some outlets that were considered completed work by ~
S&S Electric are not operational. I tried contacting S&S numerous times (veried by
phone records), to have one of your electricians come back out to complete the work. I
called several more times with no return calls. It was later I was informed that S&S
Electric had acquired a large contract within the State and would essentially abandon all
Other jobs until a later time.
A year later. on March 18. 2014, I received a phone call from ***** *********
representing your billing department inquiring why I had not paid a $690.00. bill that was
over a year old. She further stated it was my responsibility to contact your business to
inquire why you had not billed me. While in absolute shock, l tried to decipher how a
bill which was quoted at $2XX-XXX, was now almost $700.00, and the work was not
Ms. ********* was not professional and accusatory regarding an invoice she claims was
sent to my house. Upon further inquiry of Ms. *********. it was discovered she had the
wrong address and we never received the invoice. Furthermore, she stated if I "didn't
pay the bill. it would be sent to collection". She assumed if a customer was inquiring
about the billing practices that it was a refusal to pay, which is ridiculous. At no time had
Ms. ********* tried to help me determine why the billing is so inated for work that was
l asked her to send another invoice to the correct mailing address itemizing the work that
had been completed and I would contact her about payment. As you are now very aware.
l was charged $480.04, which l did not approve and still do not have an itemized invoice
of the work that was completed. And the worst pan of the horric scenario is, my outlets
still aren't working.
At no time have I been unwilling to discuss the charges or discuss the work that was and
was not completed. At no time have I indicated S&S Electric would not receive
compensation for work that was performed. l have not been given an opportunity to have
proper billing presented to me with an itemized listing of work that was perfonned. I
have not been presented with any document indicating I approved work to occur
estimating $480, from a quote of $250. This is very unprofessional and in my mind
l am requesting you provide me an invoice which outlines the work that was completed.
l am also requesting you provide me any document indicating l authorized work
estimating $480 or $690.
l am concemed that a local business is trying to take advantage ofa consumer a year later
and charge a signicant amount more than was quoted by one of your electricians. I am
also concemed that I was accused of some kind of complacency to pay a bill I never
received. The unprofessional nature of your business and fraudulent practices has been
noted and shared with the Better Business Bureau and with the State of Florida Attomey
Initial Business Response
I have reviewed the complaint along with the paperwork submitted to my office. 1st I was the Electrician that came to your house to look at the work that you needed performed,you asked me for a ballpark figure which I told you I did not do. Once I set down and estimated the material and approx. labor that I thought the project would take I called you back at the number you provided to me and told you what I thought it would cost.Projects like this one falls into what we classify as Service Work and the only time we do a written proposal is when the customer request one and in this case I was told that you didn't need one you just needed the work done. I told you at the time the cost would be approx. $400 to $450 not $200 to $250.I also told you that we billed by actual Labor used @ $60 per hour for a 2 man crew because when you are doing the type work that you were requesting Fishing walls and such Labor was hard to determine, you said that was not a problem. The work we performed was 1st trip 1.Installed 2ea. outlets one on each side of door on seperate circuit these outlets were fished into the walls. 2. Replaced 1ea. Defective GFCI Outlet in Barn Area.3. Replace a 50 amp 4 wire Outlet for a 30 amp outlet for Washer/Dryer Stack Unit 4. Installed 2ea. 20/20 Piggy Back Breakers to allow for additional circuits added. 5. Seperated a Bath/Fan Light Fixture Switching Fixture had 1ea. switch for both items and the customer wanted to be able to switch seperatly this involved cutting in a additional box switch and wire which had to be fished into a wall.6. Troubleshoot a circuit in the house that was tripping the breaker, what we found was that water had been infiltrating the wall wetting the electrical outlets and the breaker had tripped so many times that it was weak we replaced the breaker. 7. While on site you requested that we trace your circuits and label your panel which we did not discuss on my original visit. 2nd trip. 1. Installed a switch on a Hi-Bay Fixture in the Barn Area. 2. Removed 2ea. Fixtures and Installed 2ea. Customer supplied fixtures. 3. Repaired Exterior Lights, I am not certain what this is this is how it was worded on the work sheet. These to items were not discussed in my original trip. Total Material used was @130.26 and Labor was $480.00 this was based on 6hrs the first trip and 2 hrs on the 2nd trip making the total Invoice $610.26. In regard to the billing I will have to take credit for that mistake I told my Secretary that it was Marianna and later when we did not receive payment and we contacted you we found out that it was a Greenwood address.I did notice in the letter that you sent to the BBB and the States Attorney that you were not complaining about the quality of the work other than the fact that some of the outlets are still not working. I have not been myself or sent a crew to check it but I would just about bet that the outlets affected would probably be cleared up by re-setting a GFCI Outlet or Breaker. As mentioned as item #2 we had already replaced 1ea. GFCI Outlet that had malfunctioned from use. I cannot speak on the matter of calls to my office every day because I do not know I am being told that this is not the case, I do remember a recorded message about 6 months after the original work requesting that we come back and do some additional work and when I inquired I was told that we had never received payment for the original work that we had done so I did not set up a crew to do the additional work. My Company every year writes off between 10 and 20 Thousand Dollars of work that we have performed for customers that have chosen not to pay so when it comes to collecting you can understand where we might get a little testy. I have talked with my secretary regarding this matter and she told me that when she contacted you you were questing the 2nd trip charges which was 2hrs Labor and @10.22 in Material which totatled $130.22 and I told her that if by reducing the Invoice for this trip would get us paid go ahead and do it so where we could at least recover our original out of pocket expenses for material and labor.This is when you received a Invoice in the amount of $480.01. had I known that you wanted a detailed Invoice I would have provided you with one identical to the breakdown of items worked on earlier in this statement, I have talked with my secretary about this also. I do not know about the State Contract thing my company does Commercial work as well as Service Work and we get Contracts thru Contractors to do the Commercial work and yes on occasion we do get tied up with Contract work and we have to let our Service Work get placed on hold for a few days until we can get the Contract work caught up but normally when this happens we try to let our Service Work Customers know what is going on or we will try to perform their work after normal business hours unless it is considered an Emergency and in this case we will move them to the front of the list and perform the work for them on the same day as requested.My Company has been a Member in good standings since 1994 with the BBB during this time we have worked on Hundreds of Commercial Projects, all were completed on time and in good standing with a number of Contractors, we have serviced thousands of Service Work Customers I am not going to say that we have made all of them happy but I will say that out of thousands the % of unhappy would probably be less than 10%. During a 20 yr.membership with the BBB this is the first complaint ever filed against my company. As the Owner of this Company it is my position to deal with and or work with unhappy customers to settle disputes weather it is issues with charges, the work etc.at no time during the last year have you called me direct or been by my office to discuss this matter. If any member of my staff is acting un-professional then I would be the one to talk to and I have never refused to talk to a customer who calls my office and requests to speak to me.I will not agree with the statement of 200 to 250 dollars for the original quoted work and I feel like if you go to any Electrical Contractor and give them the same Scope of Work that we did and let them see what would have to happen to accomplish the work they would not agree with this amount either so for this reason I expell the notion of FRAUD which was used in the letter to the BBB and States Attorney.Due to this incident in the future we probably will have to go to written and signed proposals to Service Customers to prevent this kind of mis- understanding from happening in the future and all this will do is add extra paperwork,time, cost to projects and even after all of this if we don't do a Notice to Owner prior to starting the project if the owner chooses not to pay then we still don't get paid, thus the unprofession collection tactics that we have been accused of. Conclusion and Resolution: As the Owner of this Company I will take this opportunity to Apologize for any misunderstandings with the originally quoted amount and what has been notited as unprofession collection tacticsby my company, I will also credit this account with the full amount Invoiced which will leave owed a balance of 0.00 therfore this customer will owe me beyond today nothing. If after reading this explanation the BBB or the States Attorney needs written documentation or testimony of my companys ability to satify customers or the quality of our work I will be more than happy to supply