Complaints

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• Initial Complaint

  Date:08/11/2023

  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 Tuesday August 8th, 2023, Mathers Electrical sent a technician out to do an annual servicing of our generator. The generator is located in an area of the outside of the house where we do not regularly walk and have not been for a couple of months. On Tuesday, my wife and I were both working full time and both of our children were at school. The technician left an invoice on the front porch for **** and stated everything looked good. That evening, we could hear a noise as if water was running within one of our bathrooms. We searched inside and outside of the house and found that a water pipe had been damaged just under the ground next to the generator. It was flooding the front yard and impacting our water in the home as well. We had to shut the water off to the house for a couple of days (during last day of summer and first day of school for our kids). I contacted the company immediately that evening upon discovering what had occurred. I received a phone call from the manager with a bunch of reasons why this could not have been caused by the technician (“he’s a good boy and I trust him”). There was no offer to financially assist with fixing the issue, trying to get a fellow company to come take a look, offer to send the technician back out to see if he could have impacted the issue, or even taking the customers concern seriously. The response was one of covering up a mistake. We contacted a plumber to repair, which cost an additional $350. We are now cancelling service with Mathers over concerns of additional damage and loss of our finances to repair damage their company causes to our home.

  Business Response

  Date: 08/28/2023

  Our General Manager ***** ******** spoke with *** **** over the phone and expressed to him that upon arrival our technician phoned us and stated that he witnessed a busted pipe as he approached the generator to service it. **** ******* the owner at Mathers Electric offered to moved the generator out of the way for the waterline to be repaired at the expense of Mathers Electric and *** **** declined. Mathers Electric Co., has issued a refund for the generator maintenance (see attached) that was paid by *** **** to Mathers Electric. However, Mathers Electric Co. Inc, does not feel like we caused the plumbing issue. 

  Customer Answer

  Date: 08/30/2023

  Most of what Mathers Electric has said is false. I spoke with the technician as he was leaving and at no point did he mention a broken pipe. He left a notice on my door that states, "everything looked great left invoice at front door". I have attached that document for reference.Later that day, hours after he left I noticed the sound of water and discovered the damage in a place where no one but the worker has been for months. At no point did Mathers Electric offer to move the generator or to assist with repair costs for the damage. *** ******* did state to me, "he's a good boy, I trust him and he says he didn't do it." Referring to the damaged pipe. I appreciate the refund for the maintenance work done, but this leaves me with nearly $100 of additional debt to the plumber for the damage caused by Mathers Electric.