ComplaintsforSunbelt Electric Inc

• Initial Complaint

  06/06/2022

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  This company came out to fix an electric panel that was turning black from *****, twice it had popped and my electric had gone out. They lazily did exactly what the other company had done, which was just supposed to be a temporary fix. They said someone would get back to me about the panel, likely the warranty company would not cover a new panel, but they'd get back to me about half of the outlets being out in the garage since the second power outage. I was also supposed to get a quote for some fan and lighting installs. NOTHING from this company or the warranty company. Now the warranty company is trying to charge me again for another c*** company to come out and fix the problem. So done with this company.

  

  Business response

  06/10/2022

  Sunbelt was assigned a work order from a home warranty company on 3.15.22. We immediately contacted her to schedule an appointment.   She did inquire about Sunbelt providing estimates for additional work that she would she knew her home warranty company would not cover. We advised that unfortunately, we are not able to perform additional work requests due to staffing challenges. We would be happy to address the electrical issues assigned by her home warranty. The initial appointment was scheduled for 3.18.22, which homeowner called to reschedule. Then next appointment was schedule for 3.28.22. The day of the appointment, we were asked once again to reschedule.  On 4.4.22, the electrician evaluated the electrical panel and replaced (1) breaker to the general lighting circuit. The issue was resolved. Sunbelt Electric did not receive any additional questions, concerns,or feedback until we received a voicemail after working hours on 6.6.22 (2 months after service appointment). The voicemail stated she was going to contact the Attorney General, BBB and Yelp to put negative reviews about Sunbelt . A supervisor returned her message on 6/7/2022 and explained that the contract is between her and her home warranty company.We do not collect or charge her for any service. After this was explained, the next complaint was that Sunbelt would not provide her with an estimate for services that she was unable to use her home warranty for. The supervisor apologized that we were not able to provide estimates for work outside of her home warranty, as discussed on 3.15.22, due to staffing shortages. Sunbelt Electric has not collected any funds, was extremely accommodating when rescheduling appointments, and resolved her electrical concerns at the time of service. We did not receive any communication that there were additional electrical concerns until two months later, when a new electrical issue arose, and her home warranty company wanted to assess a charge for a new work order.  

  Customer response

  06/10/2022

  This company/ manager assumes that I need to have a reason to reschedule services/ not to follow up when I was the one guaranteed a call. Did this company send someone out and o refuse them? Did they send someone out and no one was home? No  Because I can pick up the phone and organize, make notes and do my part. The companys job, instead of accuse a customer for not following up, is to follow up when they say they will. Its pretty simple.  
  

   Covid, personal medical procedures/ surgeries, other life events are none of this companys business.
  

  Their only other leg to stand on for not returning the call about the work order/ giving me a call at all is that they stated they said ahead of time we wont be able to quote for other services outside the warranty. Which is contradictory by their electrician taking photos of the spaces and saying someone will call back.
  

  The company does not have a recorded line they could send, only notes which dont match my notes that they would not also be able to quote for services outside of the warranty request. Additionally, theres been a number of issues with warranty companies, when diagnoses/ symptoms of a problem are discovered, the technician is usually equipped to handle/ report the related concern. I explained when the electrician arrived (and I believe over the phone) that the lights in the living room had gone out. Only after another company came out, did the living room lights work after the initial panel explosions/ pops. I had noticed later, not only one outlet was not working, but all on one side of the garage wall were not working and the outside garage lights now werent either. 
  
  

  

  Business response

  06/13/2022

  The reported electrical issue was resolved when the technician was there, 4/4/2022. If the issue was not resolved, we would have been happy to resolve it. Two months later, the homeowner is reporting a new issue, that Sunbelt Electric was not aware of or were contracted to fix on 4/4/2022.  There is no documentation on the work order from the home warranty company for the new issues she noticed later.  We would not be able to foresee new issues that became reported two months after our service call.
  The homeowner has a contract for service through her warranty company. Sunbelt Electric does not collect funds or contract directly with the homeowner. As we advised to the homeowner, recommend that she contacts her home warranty company directly for both parties to determine the next steps with her new electrical issue; that was not originally reported or addressed on 4/4/2022. As far as our records indicate, the issue we were contracted for was resolved.  

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