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:02/26/2025

  Type:Product 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.

  Hurricane ****** hit 9/26, my generator did not work. Called complete electric, they came on October 1st. Said I needed a soft start part on my ac in order for the generator to work. They installed the part for $550 and the generator still did not work. They came out to check again why it was not working and they discovered the motor wasn't any good. They were to come and take the part off and they were going to look for a used motor for my generator. They have been putting me off for weeks and weeks. Then they said they would come and take the part off and refund my money for the part. They never showed up. I called several times and they kept saying to wait longer they are looking for a motor. Finally I said I don't want to wait, please refund my money $550 for the soft start part and $375 for my yearly maintenance contract because I don't have a working generator to maintain. Now they are telling me the part is used, which it is not and never was because the generator motor does not work. And they never came to take it off like they said the would. I want my money back. I have been waiting since October 2024. Any assistance you can give me I will greatly appreciate it.

  Business Response

  Date: 03/03/2025

  I just spoke with Mrs. ****** regarding this issue. We are going to her home this week to remove the Sure Start kit per her request. We are issuing the full refund of $925.00 as well. I aplogized to her for the lack of communication on our end, and thanked here for allowing us the chance to make things right. 

• Initial Complaint

  Date:08/29/2022

  Type:Customer Service 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.

  Complete Electric is a first in class company that does great work in. ***** professional manner. During the past year we bought our forever dream home and wanted to install a Generator for our house. Complete Electric was the most prepared and detailed in coming up with plans and price. The sales manager was so professional I decided to pay ahead and give him the flexibility to make adjustments after install. To my benefit our builder took some steps by adding a gas line to our neighborhood this would reduce steps for complete electric. During the install process I check in multiple times to get a new adjusted cost. I was told all adjustment would be done after install. After Install I called the manager who told me the cost will remain the same since they had to pay 250 more for for 2 surge protectors. I look online and the protectors cost less than 200 each. I called the manager to express my concerns my Generator cost close to ****** dollars with install and 2 surge protectors which is way above the industry standards especially when no gas tank was needed. I was given way over market quotes on the cost for elevation certificate, permit and concrete to put generator. I had a chance to compare to my recent cost and go to building department website to look at cost. I brought t** to the attention of the manager who has always been very receptive and professional. His response was we have to pay people more or we mark up our retail cost by 15 percent industry standards. ********** does not do this not sure why they do. As for the Pad he claimed my upgrade was required by Fema when my AC unit does not require it. The elevation survey was 600 dollars when I had one done at closing already and it was less than 300. I would like a detailed price breakdown of completed install since the Manager did not answer my questions and said he was not going to make any further adjustments to make thing right. This will be helpful in comparing to industry. I hope this helps

  Business Response

  Date: 08/30/2022

  WE ARE FAMILAIR WITH THIS SITUATION WITH ******************* AND HAVE TRIED TO ADDRESS/RESOLVE. ******************** ASKED US FOR AN ESTIMATE FOR A GENERATOR SYSTEM PRIOR TO HIS NEW HOUSE EVEN BEING FINISHED. WE MET WITH HIM AND HIS BUILDER, AND PROVIDED THE ESTIMATE. HE, AND HIS BUILDER WAS VERY PLEASED WITH OUR KNOWLEDGE OF WHAT WOULD BE INVOLVED, AND REFERRED US TO HIS NEIGHBOR FOR AN ESTIMATE. BOTH ******************** AND HIS NEIGHBOR SIGNED THEIR QUOTES, AND ******************** DECIDED (ON HIS OWN) TO PAY FOR HIS PROJECT IN FULL AT **** OF SIGNING. THIS WAS HIS CHOICE, WE NORMALLY ONLY ASK FOR 30% DEPOSIT. DUE TO THE REFERAL, WE OFFERED THEM BOTH A FREE 10 YEAR GENERAC FACTORY WARRANTY. (THIS WAS NOT PART OF A GENERAC PROMO AT THE **** EITHER) WE HAVE TO PAY FO THESE WARRANTIES IN ORDER TO APPLY THEM. THE ORIGINAL SCOPE OF WORK INCLUDED ** GAS PIPING FROM THE ** TANK THAT THE BUILDER WAS GOING TO INSTALL OUTSIDE OUR SCOPE OF WORK. WE HAD INCLUDED IN OUR PROPOSAL ABOUT 10' - 15`OF GAS PIPING FROM THE ** GAS STUB UP THAT THE BUILDER WAS GOING TO PROVIDE. DURING THE HOME BUILDIGN PROCESS, THE DEVELOPMENT ENDED UP GETTING ************ GAS TO INSTALL NATURAL GAS PIPING, SO THE ** TANK WOULD NO LONGER BE NEEDED. (** TANK WAS NEVER PART OF OUR SCOPE, ONLY FINAL CONNECTION) OUR SCOPE OF WORK CHANGED FROM ** GAS PIPING, TO NG GAS PIPING. STILL, ONLY REQUIRED 10` TO 15` OF GAS PIPING FROM GAS METER TO GEN. ******************** THINKS THERE SHOULD BE A CREDIT HERE, BUT OUR SCOPE WAS IDENTICAL AS IT WAS PER ORIGINAL QUOTE. HIS NEW HOME IS LOCATED IN FLOOD ZONE AE. PER BUIDLING **** WE HAVE TO HAVE AN ELEVATION CERTIFICATE SHOWING THE NEW GENERATOR HAS BEEN INSTALLED AT CORRECT ELEVATION. ******************** THINKS THAT SINCE THE HOUSE IS BRAND NEW, THE **** THAT THEY RECEIVED ON COMPLETION OF THE NEW HOME SHOULD SUFFICE. THIS IS NOT THE ***** AND WE TRIED TO EXPLAIN THAT NUMEROUS ****S. THE GENERATOR WAS NOT THERE AT **** OF HOME COMPLETION, AND NOT LISTED ON THAT CERTIFICATE. OUR POLICY IS TO HIRE A SURVEYOUR TO COME TO THE HOUSE, SET ELEVATION STAKE. WE THEN POUR THE CONCRETE PAD, SET THE GENERATOR AND HAVE THE SURVEYORS COME BACK OUT AND SHOOT THE ****** THEY HAVE TO THEM FILE A NEW UPDATED **** SHOWING THE GENERATOR IS AT THE CORRECT ELEVATION. THE ************* WERE INCLUDED IN OUR ORIGINAL QUOTE TO HIM. IN TRYING TO GET THIS RESOVLED, WE OFFERED HIM (2) YEARS OF ROUTINE SERVICE AND MAINTENCE FOR FREE. ($750.00 VALUE) PLUS WE GAVE HIM THE 10 YEAR WARRANTY AT NO CHARGE. ($1000.00 VALUE) HIS HOUSE REQUIED (2) 200A TRANSFER SWITCHES, FORM AND POUR CONCRETE PAD, NG GAS PIPING, (5) LOAD MANAGEMENT DEVICES, WHOLE HOUSE ************* FOR ***************, LABOR, MATERIALS, ETC. HE WAS EXTEREMELY PLEASED WITH OUR STAFF THROUGHOUT THE ENTIRE PROJECT, AND UPON COMPLETION. THE ***** WAS QUOTED PRIOR TO STARTING WORK. HE AGREED TO THE *****, AND PAID IT IN FULL. HE ALSO REFEREED US FOR MORE WORK TO HIS NEIGHBORS.