ComplaintsforColson's Electrical Services, LLC

• Initial Complaint

  03/25/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Colson's Electric installed a light fixture that fell from the ceiling and damaged our home and our items. Yesterday, 23 March, I contacted the owner/electrician, Stephen Colson, who installed it and he sent his employees to our home. When they came to our home, we were told that "the box attached to the light fixture was cracked and was faulty". Today, 24 March, we spoke to the owner, who is a certified electrician, and was informed "everything he did was up to code; however, the builder installed a defective box which caused damage to our home". This could have caused harm and is a hazard. At this moment, he left the wires hanging loosely and we are worried about this being a safety hazard. Addtionally, he stated "the builder has a responsibility to fix the box". Originally, he agreed to fix the problem until we began asking questions about the box. Then, he stated that "he would no longer fix the problem and we would need to pay him to fix the box in order to have the light fixed". Also, he stated that "any judge or lawyer would agree with him". He stated that he was doing this as a "courtesy" because he lost man-hours sending workers to our home yesterday. Addtionally, he was very condescending and very disrespectful on the phone when we constatntly tried reaching a resolution.

  Business response

  05/16/2022

  Business Response /* (1000, 5, 2022/03/25) */ Good afternoon, We provided service on 8/26/2020 in the capacity of hanging threw owner provided lighting fixtures. Our statement of work was to remove existing and install new fixtures. Three fixtures were provided and installed. The customers were happy at that time. However on 3/23/2021 customer called our office demanding we fix "our" problem and replace their damaged items. We found this to be very alarming and time sensitive. A crew was dispatched immediately (after hours) to go and take a look at the problem. After reviewing the situation and looking into the problem we found the electrical enclosure above the ceiling that the fixture was mounted to had broke. Why and how it broke we are unsure, (we were not there when it happened nor did we install the enclosure) however I called and explained to the home owner that the enclosure was damaged to no fault of ours. I offered to give an estimate to replace the box. At this time the home owners were demanding we replace the enclosure above the ceiling and their items or they would take legal action. I explained at that time we were no longer interested in helping in the matter that all we could offer was to rehang the fixture once the enclosure was replace. This is when the homeowner got irate and stated their was other ways to make us fix this issue (hence this complaint) that is NOT our issue to fix. The fixture hung for almost 6 months with no problems. We have contacted the Okaloosa County Building department and spoke with building official. Building official has been made aware. Stated he would look into it if anything came across his desk. I would be happy to assist the home owner in the repairs, but we cannot not do it for free. We had already absorbed 4 man hours of time for an issue that was not ours to begin with. I was unable to upload photos of the wires being capped off and out of reach as to not pose a safety issues. The photos they provided were taken at the time the fixture fell not after we left. We strive for customer satisfaction, the challenge here was the customer has zero understanding of an electrical system and the components used with various installations. They are also unwilling to listen to any explanation. FYI this is new home that was built I believe less then a year ago, I told home owner they likely had a warranty with the builder and builders electrical company for parts and labor, and that's who they should contact to get the enclosure replaced as the box seems to be defective. All in all this was an unfortunate situation that we could not in any way take responsibility for. We wish them the best luck moving forward. V/r Steve Consumer Response /* (3000, 7, 2022/04/07) */ (The consumer indicated he/she DID NOT accept the response from the business.) Good Afternoon, I would like to highlight a few discrepancies in the owner's reply. The date of service is not accurate it was installed in 2021 not 2020. Additionally there was no demand or negative tones when we reached out to him only concern of the safety of the family, mainly my pregnant wife and son. Also, 4 hours was not spent assessing the issue the workers only stayed an hour and spent that time taking pictures and making assessments.Once again, we were trying to come up with a solution to satisfy all parties however, he was adamant displacing the blame and not taking responsibility in this matter as well as being very unprofessional and condescending. My hope is that this review will reach other military members and veterans who are in search of businesses that will not take advantage of them and will display the highest degree of customer service and quality.

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