Deceptive Practices-Electrician knew exactly what the problem was but charged us an outrageous amount for a five minute fix.
Technician looked over the problem. Then gave us a quote of between $279.00 and $480.00. Telling us he would have to trouble shoot the problem, he said didn't know how long it would take, quote-between three minutes and three hours. The issue is he looked at the problem, knew what it was, but after we agreed to the quote, it took him five minutes to fix it. He knew all along what the problem wasbecause below the breaker box was another box and he opened it right up and all it was - was 2 burnt out connections. He cut off the burnt part, reconnected them and asked for payment. Almost three hundred dollars for about fifteen minutes of service.
I would never recommend this company and I would never use them again on any of my numerous rental properties. I'll find an honest electrician, not a deceptive, gouging company like this one.
An apology and a substantial refund. This whole trip took at most a half hour. And that was greeting, explaining and fixing the issue. With what I was charged this would be a $600.00 an hour electrician. yes a substantial refund.
This customer contact us by email on Monday. This is the response we sent her. We have yet to hear from her.
Dear Mrs. *****;
Thank you for informing us about what happened at the visit to your rental property last week. While I understand that you are very upset, the electrician did exactly what he was supposed to while he was out at the home. Since our company charges by the job and not by the hour, all pricing is provided to the homeowner upfront, for their approval. According to your record of what happened, *** explained to you upfront that it could possibly take three minutes or up to three hours to fix the issue and provided those prices for your approval. Upon your approval, he got started and the problem happened to be in the first place he checked on that circuit. I can assure you that that is not always the case! I can't say whether it was chance or experience that made *** start at that location as he is on vacation this week, however *** has over 40 years of residential experience. As you mentioned, he knows the trade well and knows what he is doing. Regardless, the time it took him to fix the issue fell on the three minute side and not the three hour. You were charged exactly what you were quoted up front.
Thinking about your experience made me think of a doctor's office. Most people pay a hefty fee when they see the doctor. That fee is determined by the insurance company and is often times collected up front, right after you sign in and before you have ever seen the doctor. Have you ever been to a doctor that has a lot of experience, knows what he is doing and is able to quickly determine what your issues are and what kind of test/prescription is needed? Or, have you ever experienced the opposite? A doctor who has little experience, doesn't understand your symptoms at first and so they send you for more testing to determine what plan of action they should have? The fee you paid to see the first doctor is the same as the second, it doesn't change because one is more experienced than the other. It just means that because the first has more experience, you were in and out of the office faster with a more accurate plan of action.
Similarly, the pricing every job that we do Is determined by the owner of the company. We inform you of the fee up front and collect once the work is finished. If a technician is very experienced, his time to evaluate the symptoms at your home, perform any testing needed to have a diagnosis and then a prescription or fix for the issue will be shorter than if one of our technicians who has less experience came out, however the price (just like when you see the doctor) is the same.
Charging by the job and not by the hour protects homeowners from paying more for inexperienced, newly-trained technicians. The customer also isn't penalized by paying for the electrician's time to run and get materials if it's not stocked in the service vehicle. Please be advised that we warranty our work, so if you have any further issues with the circuit, even if it's not related to the box *** worked on, we come out and take care of the issue at no additional cost. As you mentioned, we are a very reputable company and we are also reasonable people as well. We understand that while our pricing, pricing system and methods work for us and are fair to the customer, they may not be for everyone. That's why we have a 100% customer satisfaction guarantee. If you aren't 100% satisfied with the services you received, than we will refund the money you spent with us. Clearly you weren't satisfied with our services, so we would like to offer you a full goodwill refund.
In order to get the refund out to you as quickly as possible, we will need to get the address that you would like to have the check sent out to. We thank you very much for your feedback regarding your experience. I will be forwarding this information to the Company Owner to see how we might avoid a situation like this in the future.
(The consumer indicated he/she DID NOT accept the response from the business.)
This is my response to their letter:
You have missed the point of my letter. The technician knew what the problem was before the quote. My husband had pointed out that the box (below the breaker box that the tech opened) was hot to the touch during their discussion yet he did not open that box until after we had agreed to the quote. I do feel deceived and I think it appropriate to return my payment.:
*** *********** ***
***** *** XXXXX
Lastly please don't equate doctors with electricians even for pricing. Doctors spend many long years of education, many long hours in residency and deal with the ever changing intricacies' of the human body. They often deal with life and death. Electricians on the other hand are simply technicians that spend much less time on education and deal with the electrical circuit.
Final Business Response
Mrs. ***** was issued her refund check.
Final Consumer Response