Complaints

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:09/01/2023

  Type:Service or Repair Issues
  Status:

  UnresolvedMore 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.

  I hired Design Electrical to work on the electrical work of a new house. The company has set multiple deadlines to have the work completed, and each one was never met. At times, they never showed up to appointments they had set without notifying us. That caused other contractors to adjust their schedules which caused us more money and considerable delays. I followed up with them by emails, text messages and phone calls to inform them that the Plumbing and HVAC contractors could not complete their work due to incomplete and late electrical work by Dec. 14, 2022. Similar delays due to late and incomplete electrical work were communicated to them in writing for the insulation contractor on May 23, 2022 and drywall contractor on July 11, 2022. I also contacted them many times by emails, text, and phone calls to verify the status of their work as it affects the work of other contractors, and it is required for essential connections and services for the house and we needed for occupancy permit by the city. This will also affect our insurance policy for the house. I informed them how this would have major effect on the cost and may cause severe damages that may occur due to the incomplete/delayed electrical work. All my attempts at contacting them were met with no response.
  Once they did respond they were not willing to discuss the issue and did not show interest in coming up with a solution to resolve the problem. Their response was if I did not like it, I can hire someone else to complete the work that they began. The company received from me 70% of the amount of money agreed upon but only completed around 50% of the work. At times, they even charged me twice for some services.
  The house was accessible at all times and everything was ready for them to complete the work.
  Their incomplete work caused the other contractors to demobilize the site after discovering that the electrical work was incomplete.
  I have all required documents and photos supporting my claim.

  Business Response

  Date: 11/01/2023

  All of our billing has been completed EXCALTY per our estimates, as it sits he is billed up for for rough-in and service completion and double billed etc I imagine he is having a hard time keeping track of his spiritic payments that dragged out over months of consistent follow up from our bookkeeper to bring his account current so we count move onto the next stage of his project.

  Our technicians attended site on Nov 15 to complete mechanical hook up when I got to site only the furnace was onsite which we hooked up. Our next available date for return was set for Jan 16th which was communicated to the customer but was not acceptable to him. We have closed our permit and do no see a resolution to this customers demands and consistent legal threats.

  Customer Answer

  Date: 16/01/2023

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

  Good morning, I have reviewed the response from DE and it is rejected for the following reasons:

  DE caused delays for other contractors many times as they did not fulfill their obligations and they did not complete the work as per the schedules that they established. Written proofs are available.

  All the payments were made and proof of payments are available.

  DE charged us for some work twice, we informed them in writing, and they ignored our concerns, we have written proof of that as they charged us for outside work twice (connection and cables from transformer to the house).

  DE charged us for 70% of the work including work that they charged us for as part of external connection to transformer and external cables, not only for the roughen, we have all written proofs for that as well.

  The site was always ready for DE to complete their work, from outside and inside, we have all required proof for that, the mechanical equipments were there and ready for them including pumps and tanks …etc, we have the proof for that including photos and written documentations.

  we gave them the opportunity to complete their work, we have a written proof of that as well.

  DE indicated in their response that they closed their permit after all what they caused including extra cost, delays, and damages to us and other contractors, which leaves us no choice but to hire another contractor to complete the work.  We request that DE pay us back for the work that they didn’t complete and for items they charged us twice for. Also, other damages occurred to other contractors as the electrical work was not completed when they arrived as DE committed to. We have written proofs showing that DE are aware of that and they are informed in writing.

  We do have all communications in writing, proof of payments, proof that they charged us twice for some work, they charged us for 70% not only for roughen but of the total value which they only completed around 50% of, photos…etc, we can share any of these documents and proofs as required 

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

  Business Response

  Date: 17/01/2023

  *****,

  If you would look back at the initial contact we did both of our estimates in conjunction with each other, SID #: ******* is the high voltage service to you house and the remainder of the low voltage portion which was outside of you house quote this has been completed and billed out to 100% it is COMPLETE. SID #: ******* is for the wiring inside your house and a portion of the pipe for the low voltage service for this quote the low voltage service is in and COMPLETE along with the rough-in we have billed this up to ROUGH-IN & SERVICE ONLY. We then were asked to rough-in the basement and give you a estimate for rough-in and final in the basement which was outside the scope of any of our estimates. I gave you a number and a install date if you went ahead with it right away so I could book it before I left for my trip, you then proceeded to drag it out, try to negotiate and not give us to go ahead until I was gone. Our schedule changes and books up every day, when I got back from my trip i squeezed this in as soon as i could to which we completed the basement in a absolute disaster the were working over piles of garbage drywall and misc materials which resulted in one of my employees filing a safety complain against me because I sent them there and told them to get it done.

   

  Your actual account as it sites today is owing $639.48 plus tax for the trip back to hook up your HVAC equipment which was incomplete and not installed per your subtrades, I hooked up your furnace and plugged your sump into the extension cord that was onsite to run the construction lights, at the time I personally walked your site which was not complete and ready for final we still don't have a kitchen plan or vanity measurements to cut in our pot lighting and pendants etc. I provided you with our next available date to come complete to work which you chose to not accept. I have several times very clearly laid out to you how we work with 3 stages of a project Service, rough-in and final we have not allowed and cannot allow partial trips for changes, delays or working around incomplete work because it backs up our schedule and makes it difficult to stay on track for any project cost and schedule wise.

   

  When you say we are contractually bound etc keep in mind we are working on a estimate based project because of landscape of the construction industry with delays onsite and material shortages which you have well observed during your build from other trades, it is impossible to commit to a timeline and a cost for a project hence we don't commit to costs or timelines. As it sits we are booked until the last week of February, if you would like us to come back when you have your house ready for final my proposal would be you put the rest of the estimated monies owed ( we will provide a estimate with all extras accounted for) in the hands of either my or your lawyer which is to be released upon ESA  final inspection being passed as I have no interested in getting into a lien situation or chasing you again for payments.

   

  Customer Answer

  Date: 08/02/2023

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

  
  As indicated before we have all the
  required documents and information that support my complaints against Design
  Electrical (DE). The documents proof that we were charged twice for the same items,
  we were over charged, site was accessible and ready from inside and outside,
  mechanical equipment were ready...etc.
  Regarding the claimed cost for connected
  the furnace, we disagree with that as the furnace was there when DE was doing
  the work and connecting the furnace is pat of our agreement. Also, the sump was
  never connected in addition to many other works that was not complete.
  Furthermore, we always gave more than
  enough notice to DE via Emails, text, and phone calls. We have  written 
  proofs that support our statement.
  We always paid all the invoices on time
  and we have proof of that, as we were not aware at the time that the work is
  not complete and we were charged twice for the same work. The last invoice from
  DE was dated July 14, 2022.
  The estimate for the work that was not
  complete and we were charged twice for is as follows:
  $3,596.16 plus HST: Cost of item included in SID #: ******* and indicated as “Service - Provide & install 100' max 4" db2 per hydro spec from hydro pole to new house meter” as it was part of the another work that we paid for in full, item included in SID #: ******* and indicated as  “Underground Service - 33M of secondary conductor and pipe to meter base”
  $4,1074.4 plus HST: Incomplete work as DE only complete around 50%, or less, and they charged us for 70%. We acted in a good faith and paid DE the requested amount not knowing at the time that DE would not complete the work.
  
  Total of 7,703.56 plus HST= $8,705

  Please note that this amount does not
  include any cost for damages, repairs and cost due to
  delays for other contractors.
  

  As I've learned that Design Electrical
  (DE) closed their permit (ESA permit # 17344390) after they have caused delays
  and took the money even for work that they did not do or charged us twice for,
  which left me no choice but hiring another contractor to
  complete the incomplete and late work even though we were acting in a good
  faith and gave DE the opportunity to complete the work (we have proof of that
  in writing as well).
  As indicated, we had to hire
  another contractor to complete the work and mitigate the damages as much as we
  can. As part of the professional help from the contractor that we hired, we had
  proofs showing that the work was not complete, and the new contractor had to
  redo substantial part of the work that DE claimed they completed and they
  charged us for. We have the required documentations showing what the new
  contractor had to do in order to complete and fix the work done by DE.  
  
  We had agreement(s) with DE,
  and we have all the communications and documentations in written that support
  our complaint. We are ready and welling to share all the required information
  and supporting documents, photos, etc. as required with arbitrator/mediator.
  Hence, as part of this
  complaint we request reimbursement for the cost of incomplete work, and the
  work that DE charged us twice for.
  
  
  Regards, 

  
  Dr. ***** *****, Ph.D., P.Eng.
  [email protected]
  416 3125257
  
  
  
  Sincerely,
  
  
  
  ***** *****