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:12/23/2022

  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.

  I purchased a whole home generator. They did not properly connect it to the **** system or the basement. The first time I realized it was not connected to the **** I called for a service request. They came out but they had been told by their receptionist it was about a plumbing issue??? and didn't look at ****. Then, they scheduled again but the person I left at home failed to answer the door. When I tried to reschedule, they would not accommodate my schedule and I had to wait weeks. In the meantime, the power is out again today. I have lights but no heat. They refused to come out to finish the job they failed to do without charging me an emergency fee. A big part of their sales pitch is their follow-up service. Not true.

  Business Response

  Date: 01/09/2023

  We at Never Dark have done all we can to resolve this issue.  ******************** had her unit installed in 2021, all has been finalized and to our knowledge had been working fine.  On December 6th, 2022, she had called our business to let us know her hot water heater was not working so we scheduled to go to her home the very next day on Dec 7th around 11:23am to address the issue she had put the work order in for.  When we arrived, she was not home, but she had a female there that let our guy in to check on things.  He found nothing wrong.  We billed her for the service call.  That evening at 3:55pm she called to say it was not her hot water heater it's her HVAC, so we created a new work order for Dec 14th. On Dec 14 we went to her location, and no one was there to let us in. We called and our tech waited 15 min with no response.  We did not bill for this no show as we typically would. On 12/16 we called her to follow up since we had not heard anything regarding the no show or if she still needed us and we left her a message.  We had not heard a word from her until 12/23 when she called, she was mad about the charge for initially coming out, when we did not charge her for the no show.  We then rescheduled her again for 1/6/2023 and she called us saying that date did not work for her, so we AGAIN rescheduled her for this coming week 1/12/23 for our tech ***** to come out.  I've called today to confirm her appointment for 1/12/23 to make sure this is not another no show. Our technicians are doing all we can to make sure that her unit is working, and that we address what her problem is, but she has to be home and can't constantly cancel.  

  Customer Answer

  Date: 01/10/2023

  Better Business Bureau:
  
  I have reviewed the offer and/or response made by the business in reference to complaint ID ********.  Their description of the course of events is not accurate. Apparently, they still fail to understand my complaint.  To reiterate:  I am disappointed that the unit was not properly connected to **** and the well at the time of installation.  I could not possibly know this was not functioning properly until a power outage.  This is my primary complaint.  I am not responsible for their receptionist sending the ******* out for a hot water heater; I was clear that it was an **** problem. At the time I placed that initial work order, I only knew about the **** disconnection because we lost power overnight. My complaint was not about the error of the ******* coming out for the wrong reason.  I understand that my person failed to answer the door and I take responsibility for that.  However, when the power went out and I had no heat again and learned that the generator was also not properly connected to the well and the ******* refused to come out without charging me an emergency fee when it was their error in the first place, I find that objectionable. I would have much preferred to discuss this complaint with someone at NeverDark but was unable to get through to their full VM.  All I want is for them to complete the installation properly so that I have all of the functions- heat, water, lights- when we lose power as the generator is supposed to do. 
  
  [Provide details of why you are not satisfied with this resolution.]
  
  Regards,
  
  *****************************
  
  
  
  
  

  Business Response

  Date: 01/10/2023

  We have ******************** on our schedule for 1/12/23 to address the issue.  We were told her hot water was not working which would be plumbing.  If we do not get the correct issue, we cannot address it. Now that we know it is her HVAC we can come and check the ***** If she is home this day and keeps her appointment, we want to make sure her unit is in working order.  We have tried to address the issue with lack of her being home or her needing to be rescheduled. ALL our customers are important, and we received no call today or yesterday claiming another power outage or we would have been able to adjust schedule accordingly with her being without power.  We called to confirm her appointment and also left a message with no response.  We did not refuse any services, hence why we have moved to accommodate her schedule many times.  We have come out for scheduled maint which are follow up visits as well. In addition, I would add she was using profanity when talking to ************** We will still be out as scheduled on 1/12/23 to get this resolved.  

  Customer Answer

  Date: 01/10/2023

  [A default letter is provided here which indicates your acceptance of the business's offer.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the offer made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me, though there are inaccuracies in their statement.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved. If the company does not perform as promised I can get back to you at: **********************************************.
  
  Regards,
  
  *****************************