Complaints

• Initial Complaint

  03/08/2023

  Complaint Type:

  Order Issues

  Status:

  Resolved

  More info

  On or about July 2021 I was provided an estimate of a 50amp circuit system. I hired/contracted WATTS ELECTRIC to install wiring for a HOT TUB installation. The HOT TUB was delivered Nov. 2021. WATTS ELECTRIC returned to complete the work. He was paid the amount provided in the estimate on his first appointment so when he returned to complete wiring the bill had been already paid. ($1,331.85) By March of 2022 the HOT TUB proved to be defective and the company picked up the HOT TUB. It wasn't until I started shopping for another one, decided on one which required 50amp did I discover WATTS ELECTRIC had NOT installed the 50 amp system instead it was only wired for the previous HOT TUB which did NOT require 50amp. WATTS ELECTRIC installed a lesser amp once he saw the actual HOT TUB did not require 50amps. However he did not inform me of this nor did he adjust his price. I paid for 50amps even though it did not require 50amps this was the decision I made and PAID FOR. Once WATTS ELECTRIC was informed of his work ************ has not made ANY attempt to explain nor return any portion of money. His response to emails have been unprofessional and Mr. ********************** has not made any attempt to explain. I have 2 licensed electricians to verify a 50amp system was not installed. If the first HOT TUB had not malfunctioned I never would have known WATTS ELECTRIC did not install the system which I paid for. Which leads me to ask how many others has he done this to?

  Business response

  04/04/2023

  Please see our response to, the customers boyfriend, who started reaching out to us on her behalf, who we initially did not know had any connection to the her. His initial reach out sounded as if he was from the company who delivered the hot tub. Unfortunately, based off of the original communication, and the initial installation, the reason for the change to a 20 amp breaker was due to the fact that you all had received a 20 amp *******. Although your wife had initially requested for the 50 amp be installed, the load that the 50 amp breaker would have made would have damaged the original jacuzzi, this was in fact communicated to ************ when we did the installation. Therefore, we installed the 20 amp, we made the appropriate provisions for the size jacuzzi that was delivered. Meanwhile, just in case there was a change we also installed a 50 amp as well which we would be able to switch to easily, but unfortunately, we were not given that opportunity. As you know we run a small electrical business, in which we were out of town when we received notice regarding the changes and that the new jacuzzi had arrived, and was expecting us to come right out, but that was not at all possible. We were willing to schedule you to make the appropriate changes, but instead you went ahead and called out another company. Also, based off the pictures that you all shared, looks like there was some other work that was performed in which, they utilized the 50 amp breaker that should have been utilized for the appropriate changes for the new jacuzzi. Furthermore, we thank you for reaching out to us and allowing us to service you, we performed the job, completed the work safely that was required of us for the 20 amp jacuzzi that was installed at that time, and we are unable to issue you a refund. Im not sure if there is anything else that you would need at this time, we appreciate your business. Sincerely, ****** Watts

  Customer response

  04/04/2023

  I am rejecting this response because: ************ did NOT speak to me the day he completed his work. First of all he made 2 trips the second trip was after the delivery of the hot tub. Once he saw the actual tub HE made the decision to wire it for what HE thought we should have. Mind you he had already been paid the the full amount from his first trip. He did NOT speak with me regarding ANY changes because if that were the case I should have received some money back then along with an corrected invoice It wasn't until the *** mal-functioned and we were shopping for a replacement did we discover the fact he DID NOT give us what we PAID for. In other words if the *** had not malfunctioned ************ would have taken our money and did not install what we paid for. When we reached out the response was soooo unprofessional because he thought he was dealing as he stated with the new tub person. Not realizing he was dealing with ********************. Once ******************** explained who he was and he gave him details about his work we did not hear from WATTS ELECTRCAL SERVICES until we started reporting to other agencies about his work. Then they started reaching out. Text messages will show details.  which I can provide. I had to hire another electrician to wire for the new tub. WATTS ELECTRICAL then replied they were a small company etc. etc. etc. We reached out to WATTS ELECTRICAL on Feb.1st. *********** text me on Feb. 8th that he would come to my home on Feb. 10th between 1pm and 3 pm. at 4:59 pm on the 10 he had not shown up nor call I text him to inquire if he was still coming....NO RESPONSE and again no response until I pursued this situation to other agencies. WATTS ELECTRIC did not even respond to BBB. They have offered a refund of $667.00 in 30 days which I rejected. I compromised from original amount of $1000.00 to ******( the amount I had to pay to RE-DO his work) to be paid to me in 15 days. I provided at their request the address to send my refund of $****** in 15 days. While I respect this company as small it still does not give them the green light to take consumers money and NOT provide what they paid for. INTEGRITY means doing what's right even when no one is looking. 
  

  Business response

  04/24/2023

  Please see our response to, the customers boyfriend, who started reaching out to us on her behalf, who we initially did not know had any connection to the her. His initial reach out sounded as if he was from the company who delivered the hot tub. 
  Unfortunately, based off of the original communication, and the initial installation, the reason for the change to a 20 amp breaker was due to the fact that you all had received a 20 amp Jacuzzi.  Although your wife had initially requested for the 50 amp be installed, the load that the 50 amp breaker would have made would have damaged the original jacuzzi,  this was in fact communicated to ************ when we did the installation.
  
  
  Therefore, we installed the 20 amp, we made the appropriate provisions for the size jacuzzi that was delivered. Meanwhile, just in case there was a change we also installed a 50 amp as well which we would be able to switch to easily, but unfortunately, we were not given that opportunity. As you know we run a small electrical business, in which we were out of town when we received notice regarding the changes and that the new jacuzzi had arrived, and was expecting us to come right out, but that was not at all possible. We were willing to schedule you to make the appropriate changes, but instead you went ahead and called out another company.
  
  
  Also, based off the pictures that you all shared, looks like there was some other work that was performed in which, they utilized the 50 amp breaker that should have been utilized for the appropriate changes for the new jacuzzi.
  
  
  Furthermore, we thank you for reaching out to us and allowing us to service you, we performed the job, completed the work safely that was required of us for the 20 amp jacuzzi that was installed at that time.
  As of 3/30/2023, we resolved and agreed to refund ************ $800.00 in which was issued on 4/23/2023, which was remitted in cashier check. 
  
  
  Sincerely,
  
  
  ****** Watts

  Customer response

  04/26/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to my concern, and find that this resolution is satisfactory to me. I was financially made whole.

  Thank you

  ***********

  
  

*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. ↩