ComplaintsforProfessional Electrical & Controls Ltd.

• Initial Complaint

  20/09/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I paid $353.75 on July 18 for Profesdional electric to diagnose lights not working on main floor at my rental. It was a higher diagnose charge in case they had to take walls apart or anything major.Called back Aug.28 because same problem re-occur, I was told they would send someone Aug.31 Noone showed up, called Sept.9 told someone would be there tomorrow. Electrician showed up said he won't do anything till he gets my credit card, I said what for ? It's warranty work.I called back to the office he said he needs my credit card if something new comes up , I said do warranty Stuff and if something new then let me know...he said he won't do warranty stuff unless he has my credit card.I gave it to him with expiry and security number in back. 30 mins later Renters told me electrician didn't show, called office and they told me electrician left because he has to go to Jasper. I said you can't take my card info then cancel. Their website says they don't charge overtime but they do!!!

  

  Business response

  29/09/2021

  We would like to apologize for your recent experience and thank you for taking the time to share your concerns. We apologize for any confusion there may have been when we discussed our fees with you prior to a technician coming out to your home. I’d like to take this opportunity to hopefully clarify the way our pricing works. Regarding charging overtime charges. Every client that calls Professional Electrical is advised that there is a dispatch charge for a site visit, this fee is increased on weekends and after hours, we do not change extra on our services provided just on the dispatch fee. This fee is to have a professional electrician to your home at which point they will determine what they will require doing in order to solve the issue. You agreed to this when calling our office to book your appointment. We apologize for the poor wording on our website which later resulted in an overtime charge dispute. This extra dispatch fee was discussed prior to sending out the electrician. We do have straightforward and upfront pricing which guarantees that you will have no hidden fees after the work is complete, as the technician explained to you, there is no way to tell how long a job will take before starting the diagnostics, it can take 30 minutes to six hours and it would still cost the same, we work out of a price guide which shows the level of difficulty of a diagnostic, which then determines the cost to diagnose.
  When the diagnostic was complete you were sent an invoice with the scope of work, our findings and the repair that was done. The tenant also was advised of this and signed the invoice on your behalf stating the work was complete and the issue was resolved.
  We are extremely sorry for the inconvenience that you and your tenant experienced when the problem reoccurred. We apologize we were not able to get there and resolve the issue in the home. We pride ourselves on our 100% satisfaction Guarantee and always do our best to get to every scheduled appointment, warranty or other. Due to unforeseen circumstances yes, our electrician had to leave for Jasper in a rush for a family emergency and as a small company and already being short staffed we just were not able to fulfill the set appointment time as we hoped. We did however schedule you in for the next day, but you later cancelled that appointment. We also made additional attempt to reach out to you to resolve the issue on a later date.
  Before sending an electrician, not upon arrival but before our electrician was dispatched, we did request a credit card number upfront. This is company policy whenever the homeowner is not present for any service. As discussed, the card would never have been charged without your prior approval it is just company policy. As for your credit card information, it was destroyed as soon as you cancelled the request for us to come back and resolve the issue. We do not keep any credit card information on file.
  We have tried to reach out to you to resolve this issue with no reply back from you, our phones are answered 24/7. However, we are still happy to dispatch an electrician to your property to resolve the issue. Although cost was discussed before the original dispatch, we are willing to refund you the extra 40 dollars you paid for the weekend call out as we agree, it is not very clearly stated on our website. We appreciate you bringing that to our attention and will adjusted to avoid future confusion.

  Customer response

  01/10/2021

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

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