ComplaintsforWireOne

• Initial Complaint

  01/31/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  In March 2023 Wireone started an electrical project with our deck contractor, Wireone made more than one visit, didn't seem to know how to coordinate with the deck contractor for necessary work. On the one visit the Wireone employee did a partial job at the wall outlet in the dining area, did a poor job of installation, made a larger hole than necessary and the response was get a bigger plate, tracked spackling on the kitchen floor, on the new deck floor boards, never cleaned up. Today the stain from his foot marks are on the deck floor boards. I have called the company numerous times with an assurance that the manager or someone would call, no callback as of today. I sent a registered letter 9/26/2023 that was kept at that mailing location until 10/15/2023 and then returned as unclaimed. I verified the mailing address with the office prior to sending the registered letter. The letter was returned after I made another phone call to the office asking for an update. I again verified the mailing address and was given the same address. This is a new deck addition with stained floor boards. On March 23, 2023 I gave the Wireone employee an additional $544.63 to complete the electrical work because he needed that in order to complete the job. This was in addition to what the deck contractor was paying Wireone. Wireone has totally ignored my concerns and complaints.

  

  Business response

  02/12/2024

  We are trying hard to get to the bottom of this one, ****. Im sorry for the delay. Please know we will be in touch very soon. 

  Customer response

  02/12/2024

   
  Complaint: 21225894
  
  I am rejecting this response because:  What does contact soon mean?  It's been eleven months and I've had empty promise after empty promise of a manager from WireOne to contact me.  I want a positive commitment from WireOne as to when they plan to contact me.  It shouldn't be difficult for them to pull our file to see the correspondence that has taken place.
  
  Sincerely,
  
  *****************

  

  Business response

  02/14/2024

  Hi *************, I did find all the information that was necessary on this account and it is true that things got complicated with the third-party but we have done everything that we possibly could to satisfy this account and theres really nothing more that we can do so I do hope that you work everything out with the contractor and I am sorry that we are unable to meet your requirements. Please know that we had extensive conversations with you. We did everything we possibly could. We extended all the courtesy that we could and I dont think that were gonna be able to meet your expectations. You may go back to the contractor and see if theres something else that could be done.

• Initial Complaint

  09/19/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  On 8-25-23, before work started to fix a previous error, for which WireOne had already been paid $3,500, I spoke with *******, the electrician who advised me in person that the job he was there to do had already been paid for. This was great, given the $3,500 already paid. We discussed some specific details about the work to be completed and he left. The work was then done on 9-13-23 and there was no more talk of billing. I learned on 9-15-23 that WireOne was not honoring what ******* had told me. **** called to discuss the bill because my contractor **** told him about what I had been told by *******. **** didn't disagree that ******* had told me the job was paid for, only that it wasn't his place to discuss billing and so I should ignore what ******* had told me. I said that what their employees tell customers matters and they should honor it. He said he'd have his manager call me. On 9-18-23, I get a call from Jadyn of WireOne saying that they are not going to honor what ******* told me, even though he'd not spoken with *******. He said he wanted to go off of what they had in writing. But the agreement they made with ****, my contractor, was also verbal and took place BEFORE I was told the job was paid for. This is not me trying to get out the door with free merchandise, this is me agreeing to have work done to fix a job which had already been paid for. The electrician was contracted to do the wiring for a mini-split. The wiring they installed was in the wrong location and so had to be moved. That is what they're trying to charge me for. This is a learning opportunity for *******, and since they were only correcting an error in the first place, I feel Wire One should have to honor what was told to me and waive the bill for this job ($748.98). They already got $3,500 to do the work.

  

  Business response

  09/20/2023

  Thank ****************, for bringing this to our attention. It does appear that there are many people involved in this transaction and we work directly with your contractor, and he approved all work and pricing. We have the conversations on record, so its our hope that we can get to the bottom of it, but it may be some time before it is completed. We need to have ****, your contractor, involved. Please know we are dedicated to your 100% satisfaction, and we will do all we can to make you happy, as well as honor what was agreed upon. 

• Initial Complaint

  07/17/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I received an estimate for install of ARC Fault Circuit Breaker and whole house surge arrestor on 12/8/2021. On 2/22/2022 this work was done, supposedly. On 7/14/2023, I had another electrical company come out to take a look at adding a 20 amp plug in. When they checked the electrical box, I was advised that the whole house surge arrestor was in reality a 2-circuit surge arrestor and it was not even connected to any circuit, therefore, it was not protecting anything. I could not file this complaint sooner as I did not know it was not connected. I would like a refund of the $709.99 plus tax for the whole house surge arrestor since it is not doing anything to protect my home. This will allow me to pay for an actual whole house surge arrestor.

  Customer response

  07/18/2023

  Business reached out to me directly and it was resolved

• Initial Complaint

  08/29/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I'm a new homeowner they came in my home and took advantage of me telling me this is really a good deal they doing stuff for me that they didn't even charge for. I had a brand new house constructed last year I just purchased my home 4/26/22 I was just finishing my partially finished basement. So i needed a couple of outlets and one smoked detector.. I was charged over $4K. Once I got my invoice I seen things that was charged to my card that wasn't even completed. I ran outside and caught the guy before he drove off. He explained he was so sorry call his supervisor and said the accountant reversed the payment. They did not! I tried calling back and she said I needed to call the main office and speak with ****** because she only deal with emergency as if this isn't an emergency. So I file a dispute with my bank to get my funds back for the poorly unethical circumstance that I was put through all because I was a little lady all by myself and didn't know nothing they took advantage over my hard earn money. I was willing to pay for the work they actually did. I shouldn't been over priced for 4 outlets. Over $4k because they had to go through my drywal!! I was over charge by $2.800 others electrician told me. They told me that the 4k price will Bring my basement up to code and pass inspection. It failed my inspection guy said for that price that I paid I should have had all my outlets and everything should be done correctly. I showed him the invoiced and like 3 outlets was missing from my basement that Wireone said they installed.

  

  Business response

  09/09/2022

  Customer presented with multiple options/estimates day of service and customer signed and agreed to the $4,589.12 option and agreed for our technicians to start work that day and the the technicians were prepared and able to complete same day service and ***************** project agreed upon. There was an error on our behalf and we were able to get $545.69 credited back to customer (while she threatened and told ************** he was unable to leave the premises). We were able to get a hold of our accounting department after hours and get the money error resolved and back to customer quickly so she would allow our technicians to leave her house.

  Customer response

  09/09/2022

   
  Complaint: 17784820
  
  I am rejecting this response because:
  
  Sincerely,
  
  ***************************

  Customer response

  09/09/2022

  I was quoted a price over 2k .That price wouldn't have brought my basement up tho code the electrician told me so. I ask what will you have to do to bring up to code he said hold on look on his phone and said so this price will bring my basement up to code and that price was over 4k .I ask all question like I have 12 wall and would the outlets be 6 inches apart and he's yes .I confirmed it again like this will bring my basement up to code correct yes insured me again ..so I agreed on that price. So when the got done I seen a charge of 509 for a permit that I had already got.so I wanted a refund..They next day my inspector came out he ask me where was my other outlets and switches and smoke detector I showed him my invoice he said he never seen an invoice like that one.I called *** electric out they came out and look at the work wireone did and ask me to see the invoice he said he been a electrician for a long time and he has never seen anything like this.he said my basement should been done correctly for that price .He said he would have did all that work plus the missing out and switches and smoke detector for 3k and that on the high end ..I got 4 outlets that all and paid over 4k so yes you guys got over and over charge me for work that wasn't even done ..so I see a lawsuit soon.

  

  Business response

  09/09/2022

  WireOne is it's own company with straightforward pricing that gives the pricing upfront. We do not base this on what other companies do. We offer a lifetime warranty on our work and will gladly come out to fix any issues or correct work that was done if something is amiss. All agreed upon work has been completed fully and the permit refund was already issued. WireOne has not corresponded with the inspector as customer waived the fee for that and was dealing directly with the inspector herself- so if there are issues the inspector needs corrected we have not heard. This is why we charge for an electrical inspection permit so WireOne will be able to deal directly with the city and the inspectors to make sure all work is completed and passed inspection accordingly. 

  

  Business response

  09/09/2022

  WireOne is it's own company with straightforward pricing that gives the pricing upfront. We do not base this on what other companies do. We offer a lifetime warranty on our work and will gladly come out to fix any issues or correct work that was done if something is amiss. All agreed upon work has been completed fully and the permit refund was already issued. WireOne has not corresponded with the inspector as customer waived the fee for that and was dealing directly with the inspector herself- so if there are issues the inspector needs corrected we have not heard. This is why we charge for an electrical inspection permit so WireOne will be able to deal directly with the city and the inspectors to make sure all work is completed and passed inspection accordingly. 

• Initial Complaint

  05/05/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Tech worked on the house and did not have a circuit breaker to replace my current one. I paid in full for the work completed and the $69 trip fee. Tech said he would come back when the breaker was in. The assistant called me a couple days later and said the parts were in and scheduled a day to come out. I took off from work and later that day they called and said they had an emergency. They rescheduled another day. I took off from work again. On the day of that service right before they came out they said it turns out they don't have the parts. They said they would call me back when they came in and I said no thank you. A couple weeks later I get another **** for $69 trip charge and $ 29 a trip charge and non specific parts fee. They claim its a balance due when I try to ask for a manager "no one is in" "they will call you back when they feel like it"

  

  Business response

  05/05/2022

  WireOne has called and apologized about the rescheduling. Unfortunately, parts are still hard to come by and emergencies do happen. Customer was in fact responsible for the remaining balance of the $85.00 that had not been collect/paid for the work that was done. WireOne will credit back the money in good faith and per the inconvenience of the customer, but the charges were do to non payment from customer on work completed.

• Initial Complaint

  11/29/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Had this company out at my house on 9/25/21 to quote me a price for hooking up my hot tub. They charged a $69 fee for the quote but come out and gave a crazy high price to hook up the hot tub. $1,754. I had just installed a new geothermal heating and cooling system so my old outdoor A/C unit was removed, that is where the hot tub was so the existing electrical connection could be used. The tech even confirmed the old ** connection is what he would use. No wire back to the breaker panel, no new breaker since the one in the panel for the the ** unit was big enough. He needed to install a *** quick disconnect at the junction box that was already there and then just connect it to the conduit that was already connected to the hot tub and ready to be wired into the *** circuit. So we are looking at $150 of materials and about an hour of labor of labor at the most. I have own a ton of rental properties and have done a lot of renovation projects. This should have been $300 or so. When the the tech presented me quote for $1,754 I thought it was a joke, seriously he was a nice guy so I though he was pulling my leg. I also requested they look at a generator hook up and the price was equally high. Anyway, this companies way of doing business is to comfit you with the $69 fee they credit back to the work if they get it. But before they come out you have no idea how unreasonable their price is going to be. I expected a fair quote for the work and for the $69 I paid for the quote. I am not sure if they ever do any work or just collect $69 to overprice it by like 5X. If the price was fair and I just decided not to do the work that was one thing, but this is price gouging and taking advantage of people. I simply want the $69 refunded and if they resolve this, I won't make a public complaint or review.

  

  Business response

  02/07/2022

  We gave a couple prices for installing the customers hot tub, required for this installation is a weatherproof 50 amp GFCI, weatherproof flexible conduit and a permit. ************** arrives with this material on his truck and ready to do the work the same day.  The customer chose not to do any work and we never heard from him about refunding a dispatch fee.

  Customer response

  02/08/2022

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

  I requested a return of my fee, they never responded.   The fees for the services are so absurd but you don't that until they get here and have already charged you the dispatch fee.  For example, they wanted $1800 for the hot tub wiring, I got it done for $300.  The business model is unfair to consumers who assume when they charge a fair rate for services.  But instead they quote a crazy high unfair rate and then keep your dispatch fee. 

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

  

  Business response

  02/09/2022

  We apologize for the unsatisfactory of the quotes given to you. We are happy to refund the dispatch fee you are requesting as we now know that is what you are asking. 

  Customer response

  02/09/2022

   
  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.

  When will I receive the dispatch fee refund?  Will the case stay open until I confirm I have received it? 

  They can either refund my credit card or mail me a check to:

  ******************************************************************************************** 52317

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

  Customer response

  03/03/2022

   
  Complaint: 16184564
  
  I am rejecting this response because:

   

  In the resolution Wire One said they would refund the $69.  I had replied that it was satisfactory and asked when I could receive the refund.  I never heard back from them.   To date, I still have not received the refund.   

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

  When will I receive the dispatch fee refund?  Will the case stay open until I confirm I have received it? 

  They can either refund my credit card or mail me a check to:

  *********************

  

  Business response

  03/16/2022

  WireOne did not respond about issuing a refund to the dispatch fee as that was quoted to customer over phone call- also attached above. Estimates were given to customer and he chose to not move forward. 

  Customer response

  03/16/2022

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

  In the details of this complain, the message from the business on Wed February 9 said that they will refund the dispatch fee.  It has not been received.   

  Please mail it to me as follows:

  *********************

  3767 *********

  *************, ** 52317

  Or advise if you can refund the credit card. 

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

  Customer response

  03/17/2022

  Please see your response below that you provided to the BBB in this complaint on 2/9/2022

   

  Date Sent: 2/9/2022 7:38:30 AM
  We apologize for the unsatisfactory of the quotes given to you. We are happy to refund the dispatch fee you are requesting as we now know that is what you are asking. 

  

  Business response

  03/17/2022

  We do not have a record of that, but if you could attach it we would be happy to review it and take proper measures. Thank you.

  

  Business response

  03/17/2022

  I appreciate the information. I have this sent over to our admin. Sorry for the confusion. 

  Customer response

  03/23/2022

  I have received the dispatch refund on my credit card.   This is acceptable, thank yoiu. 
  
  Sincerely,
  
  *****************************

*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. ↩