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:12/23/2024

  Type:Billing 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.

  Mister Sparky did not go over invoice when setting up services, as we would have went with another business if so. They deemed it crucial that we get services right now, for the safety of our home. We had to have an electrical box, grounding, and new breakers installed. We received invoicing after agreeing to the services, but were deceived about the 3 year warranty (told us 7), cost of products, and labor, since we never saw anything but a total price. They explained a tiered system, only differentiating in price through warranty info.We tried to contact the business, asking simply for an explanation of line items on the invoice, Finding similar ***** breakers of the for $100, I was outraged at the $400 cost of one breakers that they charged. They refused to call us back for 2 weeks, stating that all of the managers were busy the multiple times we called. When they did contact us, they only apologized and said that the cost is carried over into training for their staff, that some of the cost of the breakers in particular are due to warranty info (we were not aware that they would cost so much and were not offered anything without a warranty - which we would have done), that labor is included in the cost of the breaker stating they have a flat fee no matter how long labor, so the cost carry gets carried into the cost of products. We would have simply left that out of the work and installed those ourselves, but were not offered anything. There is a potential "savings" listed on the invoice, but we were not offered anything with that either. They ordered a sheetrock kit they they charged us for and didn't use. Said they would refund that, and still haven't heard back. In addition to that, they left a live wire out that I electrocuted myself on in our dishwasher unit. They didn't seem to care about that. They had me sign the customer acknowledgment before even starting the work, and I did not know that was what I signed. We only seek fair cost for the services.

  

  Business Response

  Date: 01/14/2025

  We take these concerns very seriously and our senior leadership team is looking into it. We will post again with an update after finding all of the details and contacting Mr *******

• Initial Complaint

  Date:07/31/2023

  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.

  I live in San Antonio ** two of the franchise companies has mr sparky (****** and *****) *** ******** sold me 16k tankless water heater, I feel that because of being a senior and had carbon monoxide poisoning I wasn't in the right frame of mind and probably would of paid anything to replace me faulty water heater. The technicians put the system in wrong were the drain was flowing into my air conditioner instead of my drain pipe. The water that flooded my air-condition burnt out the condenser motor and I have been without AC 100 degree weather for about 5 days now, my air-condition was working with no problems prior to them causing water to flood the circuit but after 5 different mechanics and Mister Sparky not helping resolve the issue that they caused they had 5 different options from different mechanics trying to prove that their faulty work wasn't the cause, I have video of the situation, video of them at my house with no resolve, and besides me having health issues, I have been sleeping on the floor in my patio with my animals while they decide if they are going to take any responsibility for what happened. I don't know who to call, I can't reach the owner of the company, I am trying to settle with them to at least meet me half way in getting this fixed, I can't go without AC, medical disability, which they don't seem to care about. I contacted the **** but a technician told me "they don't care about that, that doesn't do anything" that they are stringing me along nothing is going to get resolved that they are not going to step up and fix what they broke. Can someone please send me any information of who is in charge? and who can make decisions. Someone named ***** made it sound they they would step in they backed out? Then someone named ****** calling me assuring me that they would at least meet me halfway. They sent another person over to do what the previous people did, and didn't even call me to tell me they decided not to do what we agreed on.

  

  Business Response

  Date: 10/05/2023

  Hi Good Afternoon,

  Please be advised that this claim was mistakingly made to our Mister Sparky business page by Ms. ***** We have since however resolved the issues at her home and reached resolution. Our plumbing business is ********************************* plumbing and it is the sister company to Mister Sparky which created some confusion. The only documentation we have of her satisfaction is her emailed response to our parent company **************** to which she had also filed a complaint. That case was also closed and she has reported her satisfaction with the resolution. Please let me know if there is anything else I need to provide. **** can be contact directly to provide her testimony as well.

   

  Thank you

• Initial Complaint

  Date:07/20/2023

  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.

  Date of the Transactions/Service Calls: June 21, 2023, June 22, 2023, June 26, 2023 and July 17 2023. I paid $1217 and $1480 Total $2697 The business was committed to providing me a remedy to current smoke and carbon monoxide detectors chirping randomly. Five detectors. The nature of the dispute is unethical practices, selling faulty, malfunctioning products to consumers, making recommendation and guarantees without credibility (makes promises they can't keep), ignoring the complaints of the aforementioned by management, deceitful practices in ****** recommending faulty products and additional services that did not work (they were witness to the continued chirping after they installed the detectors) and band-aiding the problem as to stand behind their product and service installation. As of today, July 19, 2023 Mister Sparky management has yet to contact me to address the issues. I have called them twice speaking to *** and ****** in customer service to let them know of the happenings, both said management would call me and never did as of today,July 19th 2023. Account - Invoice ********, 56568221,56662980 and ********. See full complaint attached. I am willing to discuss what I know with the news media.

  

  Business Response

  Date: 07/30/2023

  Good afternoon. We have been in contact with the customer and are working to reach an amicable solution. 
  

  thank you

  Customer Answer

  Date: 07/31/2023

  Complaint: 20347054
  
  I am rejecting this response because: I have only heard from one ************************** on July 23rd who made verbal promises on the phone and never responded in writing or has taken any action. I believe the company is saying that they are in contact on a regular basis with me to resolve the issues but they are not. I believe they are saying this to appease the BBB. 

   

  Regards,
  
  ********************************

  

  Business Response

  Date: 10/05/2023

  Good Afternoon,

  We can formally close out this case as we were able to meet with ************************************ and resolve the concerns she had with work that was performed at her parents home. Please see attached invoice from Aug 18, 2023 detailing the actions take to rectify issues that were presented. Our branch manager *************************** and Sales Manager ***************************** personally handled this matter and visited her home to replace faulty smoke detectors. We sincerely appreciate ********************** time and patience throughout this process. If there is anything else we can do to help or any further information that needs to be provided, were happy to help.

   

  Thank you so much

  Customer Answer

  Date: 10/09/2023

  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.
  
  Regards,
  
  ********************************

• Initial Complaint

  Date:05/08/2023

  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 4/20/23 my house was struck by lightning and it fried many components to include the main electric panel. I contacted Mr Sparky on 4/21/23 and we agreed for them to come out on 4/22/23 to inspect the damages. They came and provided services. However they did not finish the job and still have yet to complete the job and have work pending still on the fire alarm system. On 4/30/23 I had HVAC company work on system as that was also fried and they shut off power but the electrician who completed the job for Mr Sparky mislabeled the main AC power and furnace. So that presented a possible safety issue but luckily it was the main AC breaker. With that mistake I found that the oven/stove continues to receive power meaning the system was not wired properly as that is supposed to be off when the main AC breaker is shut off. I have texted the technician and even called Mr Sparky on 05/01/23 to receive services to complete the job and they said they would contact the technicians who completed the job. Shortly after, the technician texted apologizing and stated they (mr sparky) would contact him when they would schedule him out. Its been a week since then and 2 weeks overall since the first work performed. They received their money and dont seem to care about the uncompleted and now unsatisfactory work. Overall not satisfied with my experience with Mr sparky.

  

  Business Response

  Date: 05/30/2023

  Hi Good Morning, our apologies for the delay as we have been working with the client directly on this matter. The homeowner was contacting the field technician directly on his personal cell phone for quite sometime and hadn't actually reached us. We are in contact now and are working to reach an agreeable solution.

  Customer Answer

  Date: 05/30/2023

  Complaint: 20028620
  
  I am rejecting this response because:
  On May 1st I did contact Mr Sparky after failed attempts at getting the tech back out and spoke with a woman in regards to my complaints I stated, she stated she will contact the technicians. We hung up and I received a text from the technician the next day stating he was sorry and that the office will let him know when theyre going to schedule it out. I never received anything after that. 

  
  Regards,
  
  ************************************