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Complaint Details
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Initial Complaint
03/14/2024
- Complaint Type:
- Customer Service Issues
- Status:
- Resolved
Hello, We are a residential customer. On the morning of 2/8/24, my husband called Chesapeake Electric to request an appointment. He asked for the quickest appointment as he had concerns with the electrical box. Chesapeake Electrical arrived that day and replaced the "main breaker load center." We were charged $8,487.81. We were surprised by that cost and shared it with master electricians and the home inspection organization (we moved into our home in Oct 2023). All of these professionals shared that we were overcharged. When asked what we should have been charged (we did not share what the other's estimates had been), all three came back at the $3500-$4000 range. We left multiple messages with customer service that we felt that we had been significantly overcharged. After calling back a fourth time, I asked for escalation and spoke to Courtney G******, COO. She reviewed the invoice and came back a few days later with a response that we had been double charged for the "electrical permit permit application coordination," but that all other charges were valid. I haven't received that credit and there is a cut cable on the side of my house with a contractor garbage bag covering it. The work isn't complete and I believe I was over-charged. Thank you for your review and consideration.Business response
04/09/2024
The original service call was booked because the customer smelled burning in their panel. An electrician was dispatched to the home and identified that there was electrical components that were overheated and the solution was to replace the panel. We quoted the job and received written approval from the customer to perform the work same-day. The work was completed and we collected on the total amount originally quoted of $8,487.81. After receiving the complaint on 3/22 from ****** (she spoke with our COO Courtney G******), we reviewed ******'s concerns and credited back the duplicate permit task ($371.32). There was a failed inspection because the county wanted to see a disconnect installed on the outside of the house, which we installed at no extra charge ($1,600 value) and we credited ****** back another $500 for the inconvenience of us having to go back onsite. The estimate we provided is inline with our services and competitor pricing. I have attached the credits, email communication and photo of the job. Please let us know if there's anything we can do to support the compliant.Customer response
04/11/2024
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory. I will accept the business response but felt that I should call attention to an important factor in their response. They note, "there was a failed inspection because the county wanted to see a disconnect installed on the outside of the house, which we installed at no extra charge ($1,600 value)." If you do electrical work in Howard County, MD, there is ALWAYS a requirement for the disconnect installed on the outside of the house. Given it was their mistake, why should I or any other customer pay $1600 for a simple disconnect installation? There was significant labor involved in remediating the requirement AFTER the work had been done, but it was a straightforward, simple installation if it had been done at the time of the repair. Again, this goes back to my original complaint of price gouging. And, should a contractor be permitted to work in Counties when they have no understanding of their codes?
******
Sincerely,
****** ***********
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Get a QuoteCustomer Complaints Summary
1 total complaints in the last 3 years.
1 complaints closed in the last 12 months.