Complaints

This profile includes complaints for Service Champions's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Service Champions

  7020 Commerce Dr Pleasanton, CA 94588-8021

  
• 

  Service Champions

  207 Boeing Ct Livermore, CA 94551-9258

  
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  Service Champions

  2161 Del Franco St San Jose, CA 95131

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  Service Champions

  4430 Yankee Hill Rd Rocklin, CA 95677-1629

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  Service Champions

  96 Rickenbacker Cir Livermore, CA 94551-7211

  

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:01/23/2024

  Type:Product 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.

  My problems with Serive Champion began in April of 2023. Prior to this time, I was a five-star fan of their service. At that time last spring, I was in the throws of recovering from surgeries and cancer. I asked the company about ways to reduce my energy consumption. Their technician said he would "set me up". What he did was install a very extensive power management systems for homes with multiple residents and heavy reliance on power, like an electric car. He also told me that I needed what he called an air scrubber. I live alone and do not have an EV. The system was never fully set up. When the scrubber was turned on my bills went up, not down! When the manager of the technician found out what had been installed, he immediately knew it was overkill. Service ******************* has agreed that this should have never happened. They also agreed verbally in November ************************ and refund the money I have already paid. The issue is Service Champion has not clarified this change with their finance arm. I am still waiting to receive written notification and a refund but since I am no longer making monthly payments, my credit score has taken a brutal hit. I want my money back, confirmation that the company has in place rules that protect vulnerable people like me (a seventy-something person with major health issues), and for Service Champion or their financial arm to be held responsible for explaining to the credit companies how this was all their fault. I continue to receive reassurances from Service Champion that they are going to refund my money yet nothing has moved forward.

  

  Business Response

  Date: 02/19/2024

  
  To Whom it May ***************** am writing in response to the complaint ID: ******** regarding *************************.
  
  We have been working with ****************** to resolve her concerns regarding her installation and financing for the installation. We want to assure our client that we have been doing everything we can on our end to assist in the resolution and are deeply sorry for the experience she has had.
  
  After reviewing her account,we see she has spoken to several managers regarding her concerns, all of whom have explained that we have taken actions on our end to have her contract cancelled and her financing canceled/refunded. This happened back on September 11, 2023.
  
  We want to explain again that Service Champions has no relation to Service Finance. We are two completely different companies. The only relation we have is that they are a approved loan vendor for us to use for our clients, should our clients request financing options to assist with repair/replacements in their homes. We have no control over what they report to any credit bureau. Our client will need to speak with Service Financing and the credit bureau if they wish to have any information corrected, adjusted, or removed from their credit history.
  
  Currently, we have done everything we can on our end to rectify the situation and assist our client and her care taker **** and there are no further actions Service Champions can take.
  
  Thank you for your time,
  Service Champions

• Initial Complaint

  Date:12/21/2023

  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.

  My ****** i comfort thermostat needs to be replaced. Ive left 4 messages by phone to call me. Nothing.It is under warranty. Please call them.***********. ************************************************************ and find out why they are not calling me back Thank you

  

  Business Response

  Date: 01/25/2024

  To Whom it May ***************** am writing in response to the complaint ID: ******** regarding **************************
  
  We understand our clients concerns over needing to have his thermostat replaced. After reviewing our clients account, we can see our team had reached out by phone and text message so we could schedule to assist with their thermostat.
  
  Since this complaint was filed, we have been out to their home. On December 21, 2023, we were able to successfully reach our client and schedule to come out the next day, December 22, 2023.
  
  As far as we are aware,all is working well now for our client. We are reaching out to ensure all is well with our client and if there is anything further that needs to be done, we are happy to assist our client.
  
  Thank you for your time,
  Service Champions

  Customer Answer

  Date: 01/25/2024

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

• Initial Complaint

  Date:10/31/2023

  Type:Product 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.

  Service Champions quoted a price for installing a 50 gallon water heater @ $4,445 and when questioned why it was so much, I was told there are permit fees of ~$1000. We proceeded with the installation.After the installation, we were provided the permit and the cost was only $158. So we were basically lied to.We asked for more details on cost and were told they don't break out costs, then said it was 1/3 equipment, 1/3 labor, 1/3 overhead (to cover warranties, etc). That is what they provided, with no further details. We then said we were not 100% satisfied and to come and remove the unit. The salesman told us if we provided a published quote, they would honor their Lowest Price Guarantee. I called plumbing supply stores and received quotes for water heaters and got Yelp quotes for installation (including removal of old and disposal). I emailed those prices and requested a refund on our ***** We were told to provide written quote. We provided that (attached here) and the salesman told us he'd have to go to his manager. No response after that.We have many emails, text messages, and phone calls back and forth, and were told a sales manager would call us. Nothing for weeks. We have yet to receive a refund in the amount of $1,990.

  

  Business Response

  Date: 11/06/2023

  To Whom it May ***************** am writing in response to complaint ID: ******** regarding ****************************
  
  We understand our clients concerns over the cost for the water heater repair. As well as their concerns with the apples-to-apples comparison for our lowest price guarantee. We are sorry this was not accurately explained to our client as to what is needed for us to provide that guarantee. With that in mind, our General Manager has reached out to our client, ***************************, to discuss their concerns.
  
  At this time, there are a few options we have presented to our client and will continue to work with them towards a mutual resolution. We look forward to continuing this conversation with ******.
  
  Thank you for your time,
  Service Champions

  Customer Answer

  Date: 11/11/2023

   
  Complaint: 20806211
  
  I am rejecting this response because:
  To BBB,
  In response to Service Champions comments on our complaint, we have corresponded with Service Champions General Manager twice since they offered some inadequate resolutions and we have not received a reply or call.  We have stated that unless they provide a full price match and refund us $1,990, then Service Champions can provide their 100% guarantee, remove the water heater and give us 100% of the contract price back ($4,445).  Still no response.
  In addition, in an email Service Champions seems to admit that they mislead customers by structuring their contract in such a way that they know they will never have to match prices due to their requirements that competing quotes provide information that even their own contract does not provide. We subsequently asked for a detailed break down from Service Champions so that we could get an apples-to- apples comparison for them, and they refused on three occasions to give us this information.  This suggests that their offer for low price matching is fraudulent and the company has no intention to ever provide such a guarantee or refund.  See below for exact words from an email from Service Champions general manager:
  If you can get those in writing, I am happy to match their pricing.
  In my years here, I havent seen [company name] or any company willing to document the same brand, put in writing the same guarantees such as no change order and client trust, promise the same level of installer, or even match the same warranties in writing.
  We are still not satisfied with Service Champions and will continue to seek a full price match or removal of the unit and full refund.
  
  Below is Service Champions response to our BBB complaint as well as the history of correspondence.
  Service Champions response to BBB complaint
  
  To Whom it May **************** I am writing in response to complaint ID: ******** regarding ****************************
  
  We understand our clients concerns over the cost for the water heater repair.As well as their concerns with the apples-to-apples comparison for our lowest price guarantee. We are sorry this was not accurately explained to our client as to what is needed for us to provide that guarantee. With that in mind, our General Manager has reached out to our client, ***************************, to discuss their concerns.
  
  At this time, there are a few options we have presented to our client and will continue to work with them towards a mutual resolution. We look forward to continuing this conversation with ******.
  
  Thank you for your time,
  Service Champions
  
  
  
  Homeowner Response to Service Champions General Manager (No response received from Services Champions to this email since this was sent on Nov 2, with follow up on Nov 6.)
  
  We will only accept a credit to our **** in the amount of $1,990 or Service Champions can remove the water heater and provide a FULL REFUND.
  
  Service Champions (*****) quoted a price for installing a 50 gallon water heater @ $4,445 and when questioned why it was so much, I was told there are permit fees of ~$1000.  
  
  We proceeded with the installation.After the installation, we were provided the permit in order to get an inspection of the work and the cost was only $158. So Service Champion lied to us about the cost of the permit. 
  
  We repeatedly asked for more details on cost and were told Service Champions doesn't break out costs; then after several rounds of discussion with your sales lead, he said it was 1/3 equipment, 1/3 labor, 1/3 "overhead" (to cover warranties, etc). No further details were ever provided.  I am attaching your ACTUAL contract,where you do not specify any of details you are asking for from another vendor.And you expect us to get all that detail from another company?  Sorry,NO.  Service Champions doesn't provide it, why should they?  You basically admit below that your "Lowest Price guarantee" is structured by you in such a way you never have to match it.  Seems like you're admitting to misleading your customers because you know "In my years here, I havent seen [company name] or any company willing to document the same brand, put in writing the same guarantees such as no change order and client trust, promise the same level of installer, or even match the same warranties in writing."  
  
  When we said we were not 100%satisfied and to come and remove the unit, *************************** told us if we provided a quote, he would honor Service Champions Lowest Price Guarantee.I called plumbing supply stores and received quotes for water heaters and got Yelp quotes for complete installation (including removal of old and disposal).I emailed those prices and requested a refund on our ****. We were told to provide a written quote. We provided that. 
  
  We have many emails, text messages,and phone calls back and forth, and were told a sales manager would call us.  This has been going on for over a month with NO resolution and no proactive attempt to solve our problem from Service Champions. 
  
  Service Champions Customer ********************** department told me yesterday that *************************** would call me.  Never did.  Then his email offering a reduced price, but NOT A FULL PRICE MATCH.  
  
  And now your offer is NOT A FULL PRICE MATCH EITHER.  Again, your Home Improvement Contract did not break out the costs or specify the make and model of water heater.  I got a quote for a 50 gallon water heater.  We actually don't care what make and model, they are all the same to us.  I can see price quotes online for the **** PRO-G50-38U-RU62 ECI and they range from $899 to $1058.  So I do not buy that we have not given you an apples to apples comparison of price.  Even if we take the high range of the online prices, it is absurd to believe that $3500 is required for labor (your employees were here less than 2 hours), and the permit, which was $158.  Even if I allow for reasonable profit, you are clearly overcharging your customers and are not honoring your own contract. 
  
  Unless you are willing to provide the refund to our **** in the amount of $1,990, we are requesting that you come and remove the water heater and provide a FULL REFUND.  Once that is done, you can also cancel our 20 year subscription as we no longer intend to be customers of Service Champions. 
  
  
  Sincerely,
  [Homeowners]
  
  
  Service Champions Email from General Manager in Response to Homeowner Conversation with Service Champion Sales Representative
  
  On Thursday, November 2, 2023 at 01:03:18 PM PDT, *********************** <***********************************> wrote:
  
  First, thank you for choosing us for your water heater install. I am happy we were able to install that day and take care of everything as promised for the amount agreed upon $4,445
  *****, who set this up let me know you were asking for a lower price in order to honor our lowest price guarantee, and I will get involved here to honor that and all of our written guarantees.
  Our lowest price guarantee does ask for an exact apples to apples comparison, which I havent seen yet.  By apples to apples we are looking for the same equipment, same warranties, and same company guarantees in writing. Although I havent seen that, I did see a quote from ***** for $2,445. That quote did not have any specifics behind Water Heater brand to install,  warranties included,promise of installers being background checked and licensed, or any additional company promises such as No Changer Order and Client Trust.
  It is those items that make us the no risk company vs low price company.
  If you can get those in writing, I am happy to match their pricing.
  In my years here,I havent seen ***** or any company willing to document the same brand, put in writing the same guarantees such as no change order and client trust, promise the same level of installer, or even match the same warranties in writing. 
  Most important I need to honor our guarantees and earn your complete satisfaction. I have 3 solutions I hope will do just that:
  Let you know you do have a year to get a apples to apples offer in writing from another company and I can beat that price if they will document the same items above.
  I will lower my agreement to family pricing (30% off Retail/Book Pricing) and still include all the work done, warranties we put in the agreement. This will lower your final price to $3,286 and send you a refund back for ($1,159)
   If neither of those seem fair or make you happy - you also have our Client Trust Guarantee and I can remove everything we installed (Water ******************* line and Water line work) and refund your total investment back to you, so you can install with another company. I dont want to do this, however I will work with you on timing if the other options dont seem adequate to you.
   Thank you again for working with Service Champions,
  ****
  
  ***********************
  GENERAL MANAGER
  Service Champions in ********
  Office Direct **************
  Main:**************

• Initial Complaint

  Date:10/18/2023

  Type:Sales and Advertising 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.

  Earlier this week I hired Service Champions to do a tune-up of my furnace, which led to ** exploring options to replace our HVAC system. The price they quoted was higher than we expected, so we were exploring financing options. We discussed options, and that was it. We have written agreement from both the technician and the manager that we had not decided upon anything (attached below). However I received a completed loan document from Service Finance, with what appeared to be my digital signature on it. I had never seen these documents before, and I certainly had not signed anything. This company falsified my digital signature, which caused great emotional turmoil, as it appeared I had a $26,000 loan in my name. You can tell that the signature is false simply by the identical time stamp on every signature, down to the second. Second, to reiterate, I had never seen these documents until I saw the version with my false signature. When I asked the company about this, a manager responded in a very condescending way, by apologizing if I had misunderstood the process. I don't know of any process in which a company can falsify a customer's digital signature, no matter what was agreed to verbally (which again, in this case, nothing was agreed to verbally). I have asked the company for receipt and understanding of the attached voided loan document, which they did not give me. I am seeking a written acknowledgement from Service Champions that they received and understand the voided document, and a statement saying that I do not owe them money, now or in the future and that I do not consent to any work being done at my house. What concerns me is that the loan appears to simply require a signature from the company to be active, despite their vague words about "no work will go forward without my request." I would like them to acknowledge that the loan is void to begin with because I did not consent to it. Personally I would like an apology, but that is less important.

  

  Business Response

  Date: 10/19/2023

  To Whom it May ***************** am writing in response to complaint ID: ******** regarding ************************
  
  We understand our client is concerned regarding the documents they received from Service Finance. These documents are not a legally binding document as our client has decided to not move forward with replacement of their HVAC units. These documents are for our clients records and show what they have been approved for,should they decide to move forward.
  
  We do not have any sort of documentation we can provide our client showing this not an active loan. We are a separate entity from Service Finance. All we can do is assure our client the loan in question has not been processed and is not active. If they would like a physical document stating this, they will need to reach out to Service Finance.
  
  Our client has attached a copy and paste document of the emails they have sent and been sent from our team member *****, one of our ***************** Managers,who explained these forms are not legally binding. We send our apologies to *************** for the lack of explanation from our Comfort Advisor regarding the process of seeing what they would qualify for.  It is never our intention to provide our clients with a service that is not satisfactory and for that, we are very sorry.
  
  Thank you for your time,
  Service Champions

  Customer Answer

  Date: 10/23/2023

   
  Complaint: 20746722
  
  I am rejecting this response because the defense provided by the company was that the document wasn't binding and that is insufficient and intentionally obscures the truth. First, no matter what the document was, they provided no explanation as to how my falsified signature ended up on a loan document. The fact that they will not provide an explanation, or take ownership of falsifying a document shows me that they do not understand the severity of this situation. I wish to warn other consumers of their shady behavior. Second, they seem to be intentionally obscuring the truth with their language. The document wasn't legally binding YET. All that was required to make the document binding was that it awaited a signature from the company. All of the places wherein the customer would sign for a loan were filled in. So this company could activate the loan at any time without my consent, Simply their word that they wouldn't do so is not enough; all the power rested in their hands. Finally, when I contacted the loan company they agreed to cancel the loan, but the fact that they had something in their system to cancel shows me that the document was binding in some fashion.

  Customers, beware of this company. They seem kind, but their practices are, if not illegal, very devious. 

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

  

  Business Response

  Date: 10/26/2023

  To Whom it May ***************** am writing in response to complaint ID: ******** regarding ****************** rejection of our original response to her concerns.
  
  Were disheartened to hear our client believes we are attempting to obscure the situation at hand. We understand the seriousness of our clients concerns regarding the documents they received from Service Finance, which were not and are not legally binding in any way. It was an application process to see what our client would be approved for, similar to applying for a car loan.
  
  We send our deepest apologies to our client again for the lack of communication on how that process would work and we have spoken with our representative on the importance of explaining the entire process to our clients, so there are no surprises along the way. We have also done what we can to explain to our client how the loan process works, even if they decide not to take advantage of said loan. This is the first time this has been brought to us as a concern, but we are taking it seriously.
  
  Thank you for your time,
  Service Champions

  Customer Answer

  Date: 10/28/2023

   
  Complaint: 20746722
  
  I am rejecting this response because:

  To be *****, I am not sure what you mean by "not legally binding." I had a loan in my name, with a loan number, a loan summary, and signed loaned documents that did not say "application" in any place on the document. The loan company had to cancel the loan because it was already in place. You can say all you want that it was an application, but that is simply not true. As you make the comparison to a car purchase; I have purchased a car with a loan, and they did not sign any of my documents for me. You say that you are sorry that the process was not explained, well please explain to me now: 

  How did loan documents that I had never seen before (whatever you state their purpose to be) end up with my falsified signature on them? 

  Additionally, I would please request that you remove me from your MVP program, and if possible, reimburse my fee for that service, as we never used it and we certainly never intend to. 

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

• Initial Complaint

  Date:10/03/2023

  Type:Order 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 Sept 30, 2023 Service Champions came out to do a tune-up on my A/C and Furnace. I watched the technician the entire time he was working because I have a very bad experience with this company. I awaited a "home health report card" from this company so I can see the numbers in order to compare to last year's tune **** The "home health report card" they emailed me was cut off on the edges. I asked them to please send me a readable one. I have not heard back from them. This report card contains all of the data on my two systems and I need this to compare to last year's data. They ONLY need to send me a readable home health report card and I would be happy.

  

  Business Response

  Date: 10/16/2023

  To Whom it May ***************** am writing in response to complaint ID: ******** regarding ************************
  
  We have sent our client the documents we have available. Unfortunately, the document in question, we only have a picture of ************** took while at the home. This picture is cut off making parts unable to be read. We can go back out to our clients home to reperform the service so she can have the document she is looking for.
  
  Our Client Satisfaction Team has reached out to our client, ****************, and discussed her concerns. Our client let us know all is well. At this time, there is nothing further we can do regarding the document(s). If **************** would like us to reperform the tune-up for her, we are happy to do so and there will be no additional cost for the tune-up portion of the appointment.
  
  Thank you for your time,
  Service Champions

• Initial Complaint

  Date:09/26/2023

  Type:Sales and Advertising 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 am now filing a complaint for the second time. I previously filed a complaint, as I have never worked with Service Champions, yet they keep sending be deceptive advertising that looks like a letter. I have asked them to stop sending to me and have been assured I was taken off their mailing list. I previously filed a complaint with the BBB and they stated they would take me off their mailing list. Yet, I have continued to receive the same deceptive mailer almost every three weeks.

  

  Business Response

  Date: 09/27/2023

  To Whom it May ***************** am writing in response to complaint ID: ******** regarding **************************
  
  We are sorry to hear of ******************************* experience. However, ******************** has filed a complaint for the incorrect Service Champions. We are in Northern ********** and are not affiliated with Service Champions in *******************. To assist with ********************** concerns, we have taken the time to provide his complaint and information to the correct Service Champions who will be addressing his concerns from here.
  
  Thank you for your time,
  Service Champions

• Initial Complaint

  Date:09/12/2023

  Type:Product 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 August 4, 2023, I signed a contract with Service Champions to upgrade my electrical panel to 200A. On the same day I paid Service Champions a $1000.00 deposit. On August 8, 2023, I mail notice of cancellation to Service Champions. On August 9, 2023 Service Champions received my notice of cancellation. Service Champions has acknowledge my notice of cancelation. As of September 12, 2023, despite receiving multiple refund requests Service Champions has failed refund by deposit.

  

  Business Response

  Date: 09/13/2023

  To Whom it May ********
  
  I am writing in response to complaint ID: ******** regarding, ***********************************.
  
  We want to extend our deepest apologies to *********************************** for the delay with refunding the $1,000 deposit for the electrical work. Our refunds typically take 10- to 14-business days for our clients to receive; we understand we missed that **** and have made steps to get our client the refund for the work that was canceled by ************************.
  
  ************************ reached out to us on September 11, 2023, letting us know he has still not received their refund for the deposit. Our accounting department drafted the check refund for *********************** yesterday, September 12, 2023. The check is currently awaiting signatures and mailing. We have requested our accounting department expedite the signature and mailing process for our client so our client can receive their overdue refund. Our Client Satisfaction Team will be reaching out to our client after the 14-business day (October 2, 2023) to ensure ************************ received his refund.
  
  If there is anything further, we can do for our client, we are here and happy to assist. We look forward to working with our client again in the future.
  
  Thank you for all your time,
  Service Champions

• Initial Complaint

  Date:09/12/2023

  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.

  Service champions came out and replaced an electrical box. They never completed the job as this box is hanging off the wall with wires coming out. I have reached out several times without reply. They charged my credit card $478.00 and never gave me a receipt. The box is not up to code by electrician standards. I have reported this to the *******************.

  

  Business Response

  Date: 09/14/2023

  To Whom it May ***************** am writing in response to complaint ID: ******** regarding **********************
  
  We have been attempting to work with ************** regarding his concerns and any work that is needed. However, since August 17, 2023, ************** has informed us that he does not wish and will not allow any Service Champions team-member onto his property. Since ************** will not allow us back onto his property, we cannot finish the work that was started. Our Office Manager and General Manager have reached out to our client on September 13, 2023, to discuss his concerns and were told again that he does not want us back to his property.
  
  We understand our client has requested a refund for this project. We are unable to fulfill this request since ************** filed a dispute with his financial institution and has recouped his funds following that route. We were informed of this dispute by his financial institute on August 23, 2023.
  
  There are no further actions Service Champions can take with ************** at this time. Should ************** wish to allow us back out to his property, we are happy to complete the work for him.
  
  Thank you for your time,
  Service Champions

  Customer Answer

  Date: 09/14/2023

   
  Complaint: 20592504
  
  I am rejecting this response because:
  

  The general manager never reached out to me.  I spoke to the electrical manager yesterday.  They have not tried to make things right in this situation.  Yesterday's conversation was like hearing this for the first time.  My calls were well documented, and no general manager ever reached out.  

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

  

  Business Response

  Date: 09/21/2023

  To Whom it May ***************** am writing in response to complaint ID: ******** regarding ***************** rejection of our prior response.
  
  The electrical manager ************************* spoke to is the General Manager for our ********************** Our apologies if this was not made clear. Our attempt to make things right, is going out to our clients home to finish the work. This, however, is not something we can do as ************** will not allow us out to his home and back on his property. In this situation, we would then move on to refunding our client what was paid for the project. This is also not an option any longer since ************** has filed a dispute with his financial institution and has recouped his funds following that route.
  
  There are no further actions Service Champions can take with ************** at this time to make things right as he will not allow us back to the property and he filed a dispute with his financial institution. Should ************** wish to allow us back out to his property, we are happy to complete the work for him.
  
  Thank you for your time,
  Service Champions

  Customer Answer

  Date: 09/26/2023

   
  Complaint: 20592504
  
  I am rejecting this response because:  They will never learn.  Listen to the customer and what went wrong and address your mistakes.  ************ does not take any ownership in this situation.  There were several issues and I addressed them all without any resolution.  The fact is the work is not up to code. I have no faith in this company because they won't address the issues.  

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

• Initial Complaint

  Date:08/19/2023

  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.

  Service Champions were hired to do an electrical job at my home. After three separate visits and one employee returning to my home "off the clock," the job was never completed. I am attaching the letter I sent to their corporate office. Although, I was told that ***, in Customer Relations, would receive, then respond to my letter, that did not happen.In addition, two of the employees said inappropriate comments to me; one was inappropriately sexual and the other abusive.I disputed the charge with my credit card company, as well as the Membership fee I had just submitted. As I do not wish to have anything to do with the company or any of its employees; no need to have a Service Contract with them. Both charges are being disputed. The company had sixteen days to respond, but did not. I called Service Champions and cancelled the membership prior to this 16-day period.Here's the story: ******, an electrician from Service Champions, showed up on June 26th. He mentioned that he liked my style, did I decorate myself, my lamp was "sexy," then later said, "I would hit on you relentlessly if I didn't have a girlfriend."From my letter: "****** put everything together quickly and seemed to really know his work. Initially, everything worked. Then, when he was working on the Carbon Monoxide/Fire Alarm unit above the ** in my room, he made a comment, like, Oh, that was a hot one; that wasnt supposed to happen.None of the lights nor the ceiling fan in the room worked when ****** left.Three additional visits occurred; ****** stopped by, then, a newer employee, then *****, considered a manager. ***** wanted to drill in the wall to "fix the problem." ***** hooked up an extension cord to the light socket and plugged it in another room. When I questioned him about this, He replied harshly, "Why did you let me do this ****?"I certainly did not, nor did I agree to the proposed work-around. ***** is abusive and I'm fairly certain this is a code violation.

  

  Business Response

  Date: 09/01/2023

  
  To Whom it May ********
  
  I am writing in response to complaint ID: ******** regarding, **************
  
  Our client has asked us to not contact them, so adhering to that, we have not reached out to our client again about their concerns. However, we find it important to bring our side of what happened to light and to let Ms. **** know that we send our deepest apologies for upset we caused. We also want to let her know that we are always happy to do what we can to assist our clients and better our relationship with them.
  
  Our service manager ***** was out to our clients home after our teammate ****** was out and performed some repair work. When ***** arrived, the lights in the master bedroom were not working, nor the ceiling fan. Once ***** was able to assess the situation, he let our client know we would need to return perform the final fixes to ******* job, this would be at no cost as part of our guarantees and warranties. Our client agreed to this at the time of Chases appointment. Once that was agreed upon, ***** ran an extension cord to make sure the client had lights while we were waiting for our return; as far as we were aware, our client was ok with this. After ***** left our clients home, our client called and stated she was having another electrician come over to fix the electrical issue. Ms. **** called our service manager and put him on the phone with the other electrician,which our service manager explained to him the work we had done and the issues currently needing attention. After this phone call, we have not heard from Ms. *****
  
  At this time, there are no further actions we can take. Our client has asked not to be contacted by us and has filed a dispute with her financial institution for the funds paid to us.
  
  Thank you for all your time,
  Service Champions
  

• Initial Complaint

  Date:08/17/2023

  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.

  They sent a technician to fix our AC who advised it would cost 500$ to replace a contactor which originally cost 18$. No explanation given as to why the extra charge. The replaced Contactor not only shorted our AC but also our thermostat and furnace and we are worse off than before. And they sneaked in a membership fee of 215$ without telling us which keeps renewing every year. Company : Service champions ******** Date : 8/16/2023

  

  Business Response

  Date: 08/21/2023

  To Whom it May ********
  
  I am writing in response to complaint ID: ******** regarding, ***************************.
  
  Our Service Manager has spoken to our client *************************** regarding their concerns. We have come to a mutual resolution,and we will be providing out client with a refund. They can expect to see this within the next 10- to 14-business days.
  
  Should our client need any further assistance, we are happy to help.
  
  Thank you for all your time,
  Service Champions