Complaints

This profile includes complaints for Bo's Electric & Gas's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Bo's Electric & Gas

  5650 Halifax Ave Fort Myers, FL 33912

• 

  Bo's Electric & Gas

  1912 44th Ave E Ste A Bradenton, FL 34203-3856

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:07/25/2025

  Type:Order Issues
  Status:

  ResolvedMore 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 signed a contract with this business to install a whole house generator and propane tank for $24,000.53 in July 2024. I paid 10% $2,400 down on 7/14/24. It took them a year to begin work so they agreed to deduct the $500 I paid them for fast permitting. They charged me $350 because my survey was not current. They came out to install my unit and tank on July 7, 2025 and warned us that our power would be shut off while they wired the unit. They were surprised to find out they had neglected to get the necessary pre-install survey with the City of **********. They deducted $350 at my request, since we had to put a new install date on their books again & wait for them to submit the survey. Installation occurred 7/18/2024. They said they would send an invoice and that I could pay by credit card. I was prepared to pay $********* when I received the invoice. They said they made "a typo" in contract and on an email; and they meant to charge $24,700.53 instead of the ******** that is in the contract. Because they would like an additional $700 that was not billed int the contract, they are asking for $21,800.53 instead of the *********.

  Business Response

  Date: 07/28/2025

  Dear **** ******
  First and foremost, please accept our sincere apologies for the inconvenience caused during the installation process of your generator and propane tank. We truly appreciate your patience and understanding throughout the challenges that occurred. We have thoroughly reviewed your case, we want to confirm that a new invoice has been issued, reflecting a $700 deduction, Please know that we are taking steps internally to ensure this does not happen again. If you have any further questions please dont hesitate to reach out.
  Warm regards

  Customer Answer

  Date: 07/29/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  **** ******

  I hope we both agree with the $700 removed the balance due invoice is $21,100.53 instead of the $21,800.53 that I was previously billed with the $700 in it.

• Initial Complaint

  Date:06/25/2025

  Type:Order 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.

  We signed an agreement with BO's electric to have a generator installed for our home in November 2024. We were told it would be installed at the latest May 31, 2025 per agreement. We gave them a deposit of $2400.00 we have made over 20 calls due to hurricane season here. No one can give us an answer we contacted the permitting **********************************. There response was BO's electric is only at 18% of completion. Now we are screwed because no other company can start a new process while there is open permits. I can't believe they represent Generac generators and get away with this. There is over 50 complaints on ****** Yelp Better Business about the same issue we are having. Please someone do something about this company taking deposits not giving them back and going to people's homes and doing this over and over.

  Business Response

  Date: 06/26/2025

  Were very sorry for the inconvenience and completely understand your frustration. Please know that our team is actively monitoring your permit status, and well provide you with updates as soon as were notified of its approval. In the meantime, dont hesitate to give us a call if theres anything else we can assist you with, were here to help.

  Customer Answer

  Date: 06/26/2025

   
  Complaint: 23514463
  
  I am rejecting this response because:

  I have heard this cut and paste response over and over I need this resolved.
  
  Sincerely,
  
  ***** ******

   

   

  Business Response

  Date: 07/03/2025

  Hi *****, we understand your continued frustration and sincerely apologize for the repeated responses that have not provided the clarity or resolution you deserve. You're right to expect better communication and more accurate timelines from our team.
  We recognize that the delays and complications particularly those related to permitting and the required electrical revisions have been incredibly frustrating. Revisions are never ideal, and we acknowledge how discouraging this process has been, especially when the communication from our team has not met your expectations.
  That said, we want to assure you that your project has been escalated internally. Our Permitting Coordinator and General Manager are working closely together to ensure all municipal requirements are being addressed appropriately. As of June 26, 2025, our records show that the electrical revision has been submitted to the municipality, and we are currently awaiting their response so we can move forward with your installation.
  We are committed to improving the communication you receive moving forward. As soon as we hear back from the municipality, we will contact you with the following steps and a clear path forward.
  Thank you for your patience we genuinely want to make this right.
  

• Initial Complaint

  Date:06/09/2025

  Type:Product Issues
  Status:

  ResolvedMore 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.

  Signed up with Bo's Electric to install a Generac generator on April 30, 2025. No one from Bo's has ever contacted us about the installation since their slick salesman rushed us to sign on April 30th the last day of a $2000 off special.We never received any contract or follow up from Bo's except for an email of City forms to allow them to commence work. We never sent them ***** husband sent them an email on June 2nd (attached email) saying if we don't hear from them we will cancel with them.After not hearing from Bo's, he send an email on June 4th to cancel and get a full refund of our deposit.Then on June 6th, Bo's send us a snail mail with the City forms for us to fill out to commence the work.I thought we were dealing with Bo's, a 50 year old local business. But after viewing the BBB website and saw Bo's changed ownership in 2023 to a ******** ******.I was told I had to call the Atlanta office and deal with that office.We also saw many BBB complaints (attached BBB printout) on people giving large down payments and not getting communications or work for 6 or more months.The salesman even spelled my name wrong on the contracts, that should void and cancel any contracts.Salesman did not disclose that the deposit was non-refundable.We also were not told that we needed an land survey, that would cost us an additional $800-1000.I have contacted my MasterCard to cancel this charge since it's been over a month that we have no communication or work started.We are seeing a lawyer this week to see what our options are. As this could be a class action lawsuit with all these complaints.Thank you for any help you can give us!

  Business Response

  Date: 07/03/2025

  Hi *******, were very sorry to hear about your experience and truly regret any frustration this situation has caused. After reviewing your account, we can confirm that your generator installation project has been canceled and the refund has been processed. If theres anything further we can assist with or clarify, please dont hesitate to reach out to our support team.

  Customer Answer

  Date: 07/04/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ******* ***

• Initial Complaint

  Date:04/01/2025

  Type:Service or Repair 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.

  Bo's Electric collected $1900 deposit from my 83 year old mother in November 2024. She was concerned about losing power again after Hurricane season 2024. We waited for 2 months and did not receive any contact attempts from Bo's. In January I reached out and spoke to *******. She assured me and reassured me that she'd be on top of it and help expedite the process. Weeks pass and again no attempts to contact us with an update. Late February I called again and they claimed they were waiting on the permits from the town. I called the town and they informed me the request for payment of the permits was in fact sent 02/28 and they were waiting on the payment from Bo's. I called Bo's and ******* first lied and said they were waiting on the town. After I told her I spoke to the town she changed her story and said she'd make sure it got paid by the following week.I called the town March 31 and Bo's still hadn't paid for the permits. My mother has left several messages and by now they haven't been very nice but not 1 person from Bo's has returned any of her calls. They had no issue collecting the $1900 deposit but here we are 6 moths later and they have made no attempt to contact us, provide an update - nothing!

  Business Response

  Date: 04/10/2025

  Hi ***** and ************** you for taking the time to share your feedback. We genuinely apologize for the frustrations your mother and family have experienced, especially considering the urgency of addressing her generator needs after hurricane season. Soon after the project began, our team was instructed to place it on hold due to the possibility of the homeowner moving. This pause was reflected in the project history and resulted in a gap in communication between December and the decision to resume the project. As a result, the timeline was extended beyond the original estimated completion date once the project and permitting process restarted.
  Our team works with third parties like municipalities and utility companies to help move projects along. Unfortunately, we dont always receive updates simultaneously with these agencies, which can sometimes lead to delays or miscommunication. However, we recognize that this does not lessen the frustrations youve experienced, and we are glad that our leadership team has worked to provide compensation and solutions moving forward. We are currently focused on advancing the generator installation process and sincerely appreciate the opportunity to assist you in resolving this matter. Please don't hesitate to reach out to our team for continued support.

• Initial Complaint

  Date:03/25/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore 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.

  Bo's caused damage to my home that was not repaired or resulted in additional repairs; and did not honor it’s contract. See attached document for more details.

  Business Response

  Date: 04/10/2025

  Hi ****** - Thank you for sharing your concerns. We sincerely apologize for the inconvenience you have experienced. Our operations manager has been actively involved in addressing this matter and has applied a customer satisfaction credit to your account as compensation for the troubles related to the installation process. This adjustment was requested on April 8th, 2025. We value your business and are committed to ensuring that your experience with us is satisfactorily resolved. Please don't hesitate to contact us if you have any further questions or require additional assistance.

  Customer Answer

  Date: 04/10/2025

  
  
  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  
  
  
  Sincerely,
  
  
  
  ****** ***

• Initial Complaint

  Date:03/20/2025

  Type:Order Issues
  Status:

  ResolvedMore 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.

  August 2024 we signed and paid our deposit for a generator, at that time we were told it would be 6-8 weeks. No action had taken place so we reached out to BOs and after much pushing on our part they finally submitted permits in 11/20/24. Application Completion Check- Not Passed: 11/21/2024 Application Completion Check- Not Passed: 12/17/2024 Application Completion Check- Not Passed: 12/24/2024 Application Completion Check- Not Passed: 02/20/2025 Application Completion Check- Not Passed: 03/14/2025 Seven months later and no progress has been made and now BOs is not responding to our emails. Our situation mirrors most of the complaints here and all BOs does is post canned responses and offers no resolution.

  Business Response

  Date: 04/10/2025

  Hi *** - Thank you for sharing your experience, and we genuinely apologize for the frustrations you've encountered. We aim to provide the most accurate projections for project completion, and we regret that this expectation was not met in your case.
  The intricacies of generator installation are unique compared to other home services, and the process can be lengthy, especially when dealing with municipalities known for their challenges. While we understand these issues exist, we recognize that it doesn't lessen the frustration caused by the delays in both process and communication that you've experienced.
  Weve escalated your concerns to our Operations Manager and the Field Manager responsible for your project to ensure you receive the most up-to-date status and clear next steps to getting your generator installed. We are committed to resolving this matter and providing the service and communication you deserve.

  Customer Answer

  Date: 04/10/2025

   
  Complaint: 23092646
  
  I am rejecting this response because:

  We have already had these assurances and nothing has been resolved.  

  
  Sincerely,
  
  *** And **** *****

  Business Response

  Date: 04/16/2025

  After reviewing the current status of your project, Im happy to share that our Installation Coordinator reached out on 4/15 to let you know were ready to schedule your installation. Weve reserved 4/30 for the full install and inspection, in line with your agreement.
  Our coordinator also reviewed what to expect on installation day. If you have any additional questions or need further assistance, please dont hesitate to contact our main support line at (239) 275-4502were here to help!

  Customer Answer

  Date: 04/17/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *** And **** *****

• Initial Complaint

  Date:03/20/2025

  Type:Service or Repair 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.

  I signed a contract with *** ******** at Bo's Electric on 11/25/24 to install a generator. I paid a 10% deposit of $2100. I was told that the generator would be installed by February or March of 2025. I filled out the permit on 12/19/24 and sent it to them via ****** I have called numerous times trying to get a copy of the site plan so that I can let my HOA know where the generator will be located. No one has called me back on this. I have also asked when the generator will be installed. No one has called me back to give me any status update. I have called *** ******** at ************ and left him a VM. He will not call me back either. It has been 4 months since I signed the contract and still no status update. This seems like a scam to just get your deposit money and then they disappear. Please investigate this company to see why they are not giving me any status update and if they even filed the permit yet. At this point i would like to cancel my contract and get fully reimbursed for my refund. The hurricane season is approaching and i need to find a company who can perform the job that I have contracted for-clearly it is not BO'S ELECTRIC.

  Business Response

  Date: 04/10/2025

  Hi *****, 
  
  Thank you for sharing your experience. We apologize for any frustration caused. Our goal is to support you through every step of the process, from sales to installation, and we're sorry that we fell short in your case. We recommend contacting our main support line rather than your salesperson, as our customer service team works closely with permitting and installation to ensure a smooth process. After reviewing your account, we're glad to see that communication with our support team has occurred. However, we regret that this didnt meet your expectations. To resolve this matter, a team member will contact you with the updates you deserve. We are committed to resolving this and ensuring your project is completed with the care and service you expect.
  

  Customer Answer

  Date: 04/10/2025

   
  Complaint: 23088496
  
  I am rejecting this response because: I have tried contacting Bo's Electric but was not able to get any one to call me back.  The response that Bo's sent does not provide any particular phone number or contact person that  can help me.  
  
  Sincerely,
  
  ***** ****

  Business Response

  Date: 04/16/2025

  Hi *****, 

  The best way to reach a customer service representative at Bo's ******************** is by calling ************** between 8 AM and 5 PM EST. Outside of these hours, our answering service can take messages and route them to the appropriate department for a callback.
  Ive confirmed that the *** paperwork was emailed on April 1st to ************************* Regarding project status updates, I apologize for the lack of timely communication. Ive escalated this to our permitting department, who will work with our customer service team to review your file and provide the latest timeline from the municipality. You can expect to hear from our team shortly with an update. If you need the *** paperwork sent to a different email address at that time, well be able to assist as well.
  Alternatively, youre welcome to call our main line at any time for a status update.
  

  Customer Answer

  Date: 04/21/2025

   
  Complaint: 23088496
  
  I am rejecting this response because:

  I am exhausted with waiting for the generator to be installed.  I still do not have a date of installation of the generator.  I signed the paperwork back in November of 2024.  It has been 6 months now.  After 6 months of virtually no communication,  I finally received a message on Friday, April 18'th, 2025 stating that the permit would be completed by mid-May.  Unfortunately, I was still not told when the generator would be installed.  As I have already requested, I would like to be reimbursed for the $2100 deposit that I gave in November and cancel this contract due to failure of performance. 

  
  
  Sincerely,
  
  ***** ****

  Business Response

  Date: 04/28/2025

  Hi *****, We understand and acknowledge your frustration regarding the timeline of their generator installation, and we truly regret the inconvenience caused by the extended wait.
  Our records show that a team member called on April 17th, 2025, and left a voicemail detailing the project's current status. In that message, we explained that the pending permit process is currently with the local municipality. We invited you to return our call if you have any other questions or want to discuss anything further.
  We are still waiting for the municipality to approve a permit. Unfortunately, we cannot provide a definitive installation date without that permit approval. The permit is a critical step in the process, as installation often requires coordination with third parties, such as utility companies, whose availability we cannot confirm until the permit is finalized.
  We sincerely apologize for any lapse in communication and the overall delay, and we want to reiterate that our goal is to move this project forward as quickly and smoothly as possible. Our system shows we have attempted contact via the phone number and email address on file. However, we noted that some of our emails to this address have bounced. Please provide your most up-to-date contact information to ensure we are not missing you moving forward and can send those HOA documents again. Lastly, while it is always within your right to cancel a project, the deposit remains non-refundable as outlined in the signed contract.

  Customer Answer

  Date: 04/28/2025

   
  Complaint: 23088496
  
  I am rejecting this response because:

  I would like to have more specific information on when I can expect to have the generator installed. As I mentioned before,the notice of commencement was signed by me in December of 2024.  The permit was not filed until April 2025.  I still have not seen any communication in writing stating when the generator will be installed.  At this point I believe it is reasonable to request that you give me a date that the generator will be installed by.  *** ********, your Power consultant and sales representative told me that it would be installed no later than February or March of 2025 so that we would have it working before the beginning of hurricane season in 2025.       My email address has not changed and I am not sure why the emails that you are sending would be bouncing back to you.  Just to confirm:  my email address is *********************************.  I have mentioned before that I DID receive your voicemails but they did NOT give me a date of when the generator would be installed.  The call that I received only mentioned that the permit should be approved by May 2025.   Again, I need to have some type of timeline telling me when I will get the generator installed.  

  
  
  Sincerely,
  
  ***** ****

  Customer Answer

  Date: 06/16/2025

  I would like to reopen this complaint.
  It was not resolved in any way.
  I have contacted the permit company today to see the status.  They have advised me that they have not heard back from Bo's Electric since they sent the request to revise their site  plan for the generator.  The City of ***** permitting department said they notified them back on May 9'th that they needed to revise their plans but have yet to hear any response back. 
  I have paid $2100 to this company back in November of 2024 with the promise that my generator would be installed prior to the start of the 2025  hurricane season and at latest April.
  I have called them several times and sent them emails with no response.
  

  Business Response

  Date: 07/02/2025

  Hi *****, were sorry to hear that you felt communication was lacking and wish to reopen the complaint thats never the experience we want for our customers.
  After reviewing our communication history and call logs, we can confirm that our team made multiple attempts to reach you and left several voicemails. However, we appreciate your feedback and will continue to look for ways to improve our responsiveness and support. We also see that you recently spoke with a member of our team and that the cancellation of your project has been approved and processed as requested.

• Initial Complaint

  Date:03/18/2025

  Type:Service or Repair 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.

  May 2024 was told generator would take about ***** days depending on permiting. Well its nearly 10 months and zero communication as to where we are. I call constant and get the same BS answer. I put up $2100 as deposit and really do not want this company near my house. I have been able to follow the permit via website and they just do not care enough to get the job done. This should be a priority before taking on any additional work. They were bought out by Power Support Partners in ** and they dont care thier 50 years of work is no more. I would say a true company would return my money and let me find a company that cares to customer service. I cant even get anyone on the phone to answer my questions. The new owner ******** ****** seems to be more interested in volume than service.

  Business Response

  Date: 03/21/2025

  Hi ****,

  We sincerely apologize that your experience has not been what we strive to deliver. We always aim to provide accurate timelines upfront, and we understand how frustrating delays can be. After reviewing your case, we see that permitting revisions were required, which our team was actively handling. On our last recorded call on March 18th, our Permitting & Install Coordinator connected with you to share the good news that we are ready to install your generator. During that call, they also walked you through what to expect during the installation process, and we appreciate that you confirmed the scheduled date and time for the installation.
  We appreciate your patience throughout this process and remain committed to ensuring a smooth installation. Please dont hesitate to reach out with any further questions or concerns.

• Initial Complaint

  Date:12/04/2024

  Type:Order 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.

  I signed a contract in early June ********************************************************** my home. I gave them 10%, $2,300. down payment. Salesman, ***** *****, stated that it would take about three months to complete the contract. After almost six months I called them to cancel the contract for non-performance and requested my down payment. They have refused to give me my down payment. During the six months they failed to communicate and update me on a regular basis. The salesman never returned my several status phone calls. I know they have several other customers who have cancelled for non-performance and the company has refused to return the deposit money. This company is operating a scam.

  Business Response

  Date: 12/11/2024

  We sincerely regret that the timeline for your generator installation has taken longer than initially anticipated, and we apologize that we did not meet your expectations, especially considering your need for the generator. We understand that the lack of communication regarding the status of your project was frustrating, and we acknowledge that our communication strategy has room for improvement. Please know that our team has been actively adding new members and processes to ensure more effective communication moving forward, including a proper hand-off from the salesperson to customer **********************.
  Despite the lack of status updates, please understand that work has been ongoing behind the scenes. The non-refundable deposit covers essential tasks such as permitting and other preparations necessary for installation. This deposit demonstrates our financial commitment to completing your project, even when delays occur. While we regret the delay, the shift in the timeline does not invalidate the contract terms. We remain committed to completing your project unless you request otherwise, and the deposit reflects our already dedicated resources.
  We truly value our customers and understand the importance of fulfilling promises and maintaining trust. Thank you for sharing your feedback, which we will use to continue improving our service. 

• Initial Complaint

  Date:11/21/2024

  Type:Service or Repair 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.

  On May 5 2024 I spoke to their salesman I believed ***** was his nameIenquired about there generator install for whole house electricity. He explained that there would be a 1300 down payment for filing also that the time would be approximately 2 to 3 months wait but the install would take only a day.I explained to him that my wife was extremely ill that is why we moved here to ** on suggestion from her doctor. I also told him she needs oxygen 24/7 that is why the generator is needed for ability to produce the oxygen. I asked the month which was May 5 that the time would be in the three to 4 time frame or even if it went to 5 months that I with the medical necessity would have the generator by that time,,IF IT WASNT I WOULD RECEIVE MY DEPOSIT AND GO ELSWHERE.I TOLD HIM TO MAKE SURE AND **** THE WIRING WAS ALL COPPER NOT ALUMINUM.HE SENT ME A EMAIN WITH THIS AFFIRMATION. AFTER THREE MONTHS I CALLED COMPANY BUT WAS TOLD NOTHING NEW,I CALLED AGAIN AFTER FIVE MONTHS NOTHINGNEW BUT REFERRED TO THE **** ABOUT MY WIFES HEALTH .NOTHING. AFTER SIX MONTHS ITRIED TO GET THEM. NOTHING. I LEFT A MESSAGE TO SEND ME MY 1300 DOLLAR REFUND AS I WOULD GO ELSEWHERE..NOTHINGBUT BECAUSE TO HURRICAIN HIT US IT LEFT US WITH NO ELECTRICITY I LUCKLY HAD THE OXYGEN COMPANY DELIVER TANKS OF OXYGEN .I STILL HAVENT HEARD FROM THEM.

  Business Response

  Date: 11/22/2024

  Thank you for sharing your feedback. We sincerely apologize for the stress and frustration that this experience has caused you and your family, especially considering your wife's medical needs. We understand the urgency of having a functioning generator and how critical it is for her well-being, and we genuinely regret that we did not meet your expectations.
  
  We strive to meet the timelines discussed with each customer at the time of sale. However, factors such as permitting challenges and the availability of third-party serviceslike power companiescan sometimes extend the overall timeline. 
  
  While delays are sometimes unavoidable, clear communication about them is critical to building trust and ensuring a positive customer experience. We agree that our communication process can be improved, and we are committed to making those improvements moving forward. Upon reviewing your project history, I see that we connected with you at various times throughout the process. However, there were instances when we could not reach you directly or leave a voicemail. We regret that our communication did not meet your expectations and contributed to your frustration. Please accept our sincere apologies for not providing more consistent updates, as we understand this has led to a sense of distrust.
  

  Regarding your project, it took around 13 weeks to receive permit approval, which, at the time, was within the typical timeframe. After the permits were approved, we had to rely on the power company's availability to schedule the final installation, and the earliest available slot was in November. Our team tried to call and update, but we could not connect or leave a message. We are also investigating our communication through email to understand where the disconnects were. 
  
  We understand your decision to cancel and have confirmed the cancellation of your project. However, as the signed contract outlines, the 10% deposit is non-refundable. This deposit has already been used to cover initial costs, including custom planning, engineering calculations, material purchases, permit submission and approval, and installation scheduling. Therefore, we are unable to refund the deposit.
  
  We truly appreciate your patience throughout this process and deeply regret that you had to seek alternative solutions. Please know that it was never our intention to make you feel like you werent a priority, and we will use your feedback to improve our service for all customers going forward.