ComplaintsforBo's Electric & Gas

• Initial Complaint

  08/15/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We had a salesperson ***** *********** come and give and estimate on 4/29/24. We gave him a deposit and were told the job would take about one day and they could start in 6 to 8 weeks. I called the last week in June and was told there was an issue with the plot plan. The plan they have did not have our house which was built in 2004 on it. So I called the city of FM and they emailed the proper plot plan within an hour and CCed it to **** at Bo's. We still can't get an answer as to when they will start. I have major health issues that I need equipment for and they all use power. We were assured that there would be no problem and the installation would be well ahead of hurricane season. No response from the office except the salesman saying they are working on it.

  Business response

  08/21/2024

  Thank you for your feedback and patience as we work through this situation. We sincerely apologize that the current timeline does not meet the initial expectations. Due to seasonal demands and varying municipal requirements, the timeline for your installation has been impacted, and we understand how critical this is given your health concerns.

  We truly appreciate your assistance in providing the correct plot plan. We recognize the importance of installing your generator as soon as possible and assure you that we are working diligently to expedite the process. Someone from our team will contact you shortly with an update and to discuss this matter further. Thank you for your understanding; we are committed to resolving this as quickly as possible.

  
  

  Customer response

  08/21/2024

   
  Complaint: 22143961
  
  I am rejecting this response because: There is no consideration of our current situation with medical equipment oxygen, nebulizer, humidifier, c pap. The salesperson ***** *********** gave us assurance that our equipment would be installed before this hurricane season started. During the process we were not informed of why there were delays and only found out about the plot plan issues six weeks after the initial contract was signed because I called to ask for an update. Only then did ***** **** us about the plot plan. I immediately called the city of *************** and within and hour he had the new plot plan and had it sent to **** a Bo's this was on June 28th. Bo's waited more than another two weeks to send the plot plan and other forms to their third party to move forward. I explained that I had just got out of the hospital and am in DIRE need of a generator. When we asked how long we are now being told the end of September to mid October. So am I to go the whole of hurricane season without the generator that I paid my deposit on April 28, 2024? This is causing huge distress to myself and my wife. At no point has Bo's offered any temporary solution, discount or refund so we could move forward. Our neighbors two doors down ordered their generator from Costo a month after we did and it is already in and working. BBB please look at their social media page and see how many people 19 that I counted who are in the same situation. According to my calculations we lost 10 weeks of progress because Bo's wasn't doing their job. I am asking for a reasonable install date, temporary portable backup generator, or an immediate refund with interest. 
  
  Sincerely,
  
  ****** ********

  Business response

  09/03/2024

  Thank you for taking the time to review our response. We are sorry to see that it did not meet your expectations. Our company aims to resolve issues effectively, and we regret that we missed the opportunity to address your situation with the satisfaction you deserve. We have noticed the steps taken regarding your chargeback and have responded with the appropriate steps for this action. If you have any further questions or concerns you would like us to address, please do not hesitate to contact our support center. We are here to assist you and ensure your concerns are handled urgently and carefully. Thank you for your patience and understanding.

  Customer response

  09/05/2024

   
  Complaint: 22143961
  
  I am rejecting this response because: I still do not have an estimated install date. I did have to go buy a portable generator. It's been almost 5 months since I paid my deposit and was told my generator would be installed before hurricane season. No one from Bo's ever contacted me to say that there were any issues. It was only myself checking and finding that nothing was being done to move my installation forward. Only after my wife called twice to complain did the paperwork move forward. I need to know WHEN this generator is being installed as I believe 5 months is far too long. Other companies have come and installed the same generator in 10 to 12 weeks. It's not my fault that Bo's needed a different plot plan but waited several months to try to get one and only after I called. Then when they did have it they took over two weeks to move it to the next process and again only after my wife called. So I will accept a response when they have an installation or at least estimated install date. I have already spoken to the permitting department in *************** and they said there would be no problem getting the permit when I spoke with them six weeks ago. 
  
  Sincerely,
  
  ****** ********

  Business response

  09/12/2024

  I understand your frustration and would like to address your concerns directly.
  
  To expand on our previous response, we received your chargeback and issued a refund for your deposit. Because of this, we no longer have an installation date for your generator, as the chargeback process effectively cancels the project. Without funds for your project we cannot move forward with the current installation. 
  
  We understand that the overall timeline was not as expected and the permitting process has caused significant inconvenience, and we sincerely apologize for any miscommunication or delays. Wed like to discuss this situation further to ensure we address all your concerns. A team member will contact you shortly to review the details and explore any available options. Thank you for your patience.
  
  

• Initial Complaint

  08/05/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I'm a dissatisfiedcustomer because of the "lack of communication" between each department. From the sales team now located in *******, ******* to the offices in ***************, ********We purchased a 20KW 200 AMP home generator, also a 500-gallon propane tank from when the company was family owned in ***************. Then we went along with the 3yr Diamond Plan in April of 2024.We just purchased a 24" Engineered Aluminum Stand, and had it installed on August 1st early in the morning (at 6:15am on 08/01/2024) by your technician and his coworker, which they did an excellent job. He informed me that there would be another technician between 12pm and 4pm to finish connecting the gas line. Four (4) ******* came and went so I decidedto call about when the technician would arrive. All I was able to do was be transferred from the sales team on many occasionsto another person in another department who was not in charge of this or could help me get connected to the gas connection service department and then transferred to a voicemailmessage. The generator four (4) days later is still offline and not available, I'm not sure what date and time this project will be finished.

  Business response

  08/07/2024

  Thank you for bringing this matter to our attention. I sincerely apologize for the inconvenience and frustration you've experienced with the delay in completing the gas line connection and your difficulty contacting the appropriate department. We aim to provide clear and streamlined service, and we regret that this was not the experience you encountered. We are committed to enhancing our customer experience, and part of that commitment involves strengthening our team to allow us to address issues more efficiently and maintain better coordination between departments. Im happy to know that our customer experience team was able to assist you and promptly address the issue with the installation team. Furthermore, Im glad that our install team was able to come by on August 6th and ensure that the connection for your generator was completed. Once again, I apologize for the inconvenience and thank you for your patience and understanding.
  
  

• Initial Complaint

  06/24/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  The most current issue with *** involves paying for a service Im not receiving. Our home generator system, installed by Bos, has a program to monitor the health and operation of my whole home generator. I pay a yearly fee for this service. For many months in 2023 and 2024 my system was NOT being monitored after paying for the service. How do I know? Because the system self tests weekly. Usually, I receive a text and email, weekly, stating the health of the system. That stopped. Then Im told they switched monitoring companies. So, for $450, I can have the new monitoring equipment installed to continue to be monitored. Thats not happening. They assured me Ive been monitored all along. Not true. When the tech arrived to install the $450 new monitoring equipment he informed the master panel was bad and non functional (separate from the $450 monitoring equipment). So, if Ive been being monitored all along shouldnt Bos have known the panel was bad and the generator was not being monitored? I no longer have confidence in this company. They have my money and todays, my system is not sending my confirmation that the system is operational. This is a big deal as we enter hurricane season in SW ** for 2024.

  Business response

  07/26/2024

  Thank you for sharing your feedback, and I'm genuinely sorry to hear about your experience. We understand the importance of a reliable generator system, especially with hurricane season approaching. It's concerning to hear that there was a lapse in communication regarding monitoring your system and that you felt misled about the status of the service. This level of service does not reflect the standards we strive for at Bo's. The monitoring unit you were using constantly monitors the signal from your standby generator. When the generator's status changes, the monitoring system instantly sends an alert to your email or phone, keeping you informed about your generator's condition and readiness. Our ********************* is designed to receive fault alerts, so we wouldn't have access to that information if there is an issue with the panel. We recognize that we missed the **** on receiving your initial outreach about the problems you were seeing with the monitoring system, and we apologize for the frustration caused by this oversight. I'm thankful we got you switched to our new monitoring device, and the test alerts returned successfully. Our management department will contact you directly to discuss the next steps and a solution for the inconvenience. 

• Initial Complaint

  06/14/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Im waiting on a call back from the general manager of ***. We had a generator put in last week. Three days after install the yellow light came on I called and 8 days to wait for a service tech to come out.A day later the light isnt even on. I now have a paper weight that looks like a generator in my yard. Ive called in a few times with promise of calls back and nothing.10 year warranty and issues from day 1. *************** is no longer answering me. Only help *** had is from salesman ********************* he cant service it he should be the service or GM. Install supposed to take a day and it they didnt finish so instead of coming out a day later they pushed the reminder of install out another week.I get it help is hard to find but a phone to make a call is always close by.

  Business response

  07/23/2024

  Hi ****, thank you for taking the time to write to us with your feedback. Your input is incredibly valuable and vital in helping us improve our services and deliver the customer experience we strive for. 
  We sincerely apologize for the lack of communication and promptness after your generator installation. We understand the importance timeliness and reliability have in setting us apart from others, and we are actively improving our processes to ensure better transparency and timely updates. We are also excited to grow and actively recruit talented individuals to join our team and enhance customer satisfaction. I'm very thankful that our technician could visit your home and resolve the issues you were experiencing with your generator. Please don't hesitate to contact our support team for further questions or concerns.

• Initial Complaint

  12/11/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Bo's Electric from ********* office serviced our ***************** generator in July, 2023. A rotor was ordered. We went through hurricane season without a working generator. We have called several times to see if part has been delivered but told it is on back order. A call was made to ***************** for assistance. We were told the part is in stock. We can't get a return call from ******, the parts manager to set up an appointment to install the part. A 10 year warranty is not useful when the dealer will not replace a part for the generator to run properly.

  Business response

  12/28/2023

  We sincerely apologize for the inconvenience and concern caused by the delay in repairing your generator. At Bo's Electric, we understand the importance of having a reliable generator, especially during hurricane season.
  The backorder situation with the rotor part has been an unforeseen challenge, significantly impacting our ability to complete warranty repairs on your generator in a timely manner. That being said, we can confirm that the part has arrived at this time.
  
  We regret that our communication has not met your expectations. We are committed to improving our response times and keeping you informed. Your experience is not reflective of the high standards we set for customer service and support. Please allow us to make this right.
  
  Our General Manager has made an attempt to reach out via phone this morning and our dispatcher has already worked with you to set an appointment to complete the warranty repair for this Friday. We value your business and trust, and we are dedicated to resolving this matter to your satisfaction.
  
  Thank you for your patience and understanding.

• Initial Complaint

  05/30/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Bos Electric installed a gas line straight through the main sewer line of our house. We incurred significant drainage issues (no sinks, toilets, and laundry were available) because of it, causing our house to be uninhabitable for three days. On April 24, 2023, the plumber came out to fix the main line of our house (after two previous attempts, within a few days prior, to clear it). At that time, they dug a whole in our driveway and uncovered that the problem with our drainage was due to a gas line that had been installed straight through the main sewer line. They told us not to use any area of the house that needed drainage sinks, toilets, and laundry, rendering our house uninhabitable. We then had to stay in a hotel. I reached out to the gas company (Amerigas) to inspect the situation and they told me that the installers (Bos Electric) had been negligent by not properly installing the gas line to avoid the sewer line. We contacted Bos Electric, who waited 24 hours to call me back. They then sent a representative who told me over the phone that he had never seen anything like this and that it was a mess. The next day, the service manager came out and repaired the job but would not provide any pictures of the work that had been performed. It was covered up by the time, I was able to return to my home on April 26, 2023 (the day that *** finished the repair). I incurred significant expenses for plumbing services, $1,298 and hotel for three days for three people in my household, $2,298 (April 24 April 26), when my house was left in an unhabitable condition. The company claims they are not liable for any expenses that we incurred due to the negligent installation of the gas line, even though there is no question that they caused the issue. When I ask to speak to the owner to discuss the problem, they ignore my requests and refuse to transfer me to him.

  Business response

  06/28/2023

  We are happy to respond to any BBB concerns. Our goal is to provide 100% satisfaction to all of our customers. The current complaint is not valid. We will work with all of our customers to provide a solution. The customer making the complaint was not reasonable. The customer chose to stay at ********?

  The original work that was performed for the previous owner and was completed by certified technicians.
  
  When we were contacted by the current homeowner, we took the initiative to go out and address this, we repaired the gas line to accommodate the sewer pipe and put the sewer pipe back together, we also repaired both of the locations in the driveway that had been dug up by another company. We properly installed the pavers back in the driveway and cleaned the area. All of the work was completed at zero cost to the homeowner. We feel we have taken care of this issue and feel the ask to pay for ******** hotel stay is inappropriate.

   

  Thank you,

   

  
  

  Customer response

  06/30/2023

   
  Complaint: 20121385
  

  I am rejecting this response because: it is unfair and unprofessional.  
  
  When I spoke to their service manager, I told him I was sending my expenses and didnt ask for the company to pay for all of it, but at least to have a discussion on what was fair.  They instead chose to ignore me.  There is clearly a communication problem because I made that point clear to their service manager; I would have communicated the same to their upper management if they had bothered to return my call.
  
  I stayed at the hotel that my office arranges for me every time I need to go there.  Thanks to Bos Electric, I had to go to the office since I couldnt work from home.  If they dont want to cover the entire amount, they should at least, make a fair proposal for displacing my entire household.
  
  I also incurred $1,300 in plumbing bills because of their negligence.  Bos Electric didnt offer to cover any of that nor mention it in their response.  
  
  It took at least a couple of days and many phone calls by me to get them to fix the issue.  They did the work and covered it up without showing me what they did.  When I asked for pictures of the work, they ignored me.  When I asked them to use a licensed plumber to do the plumbing work, they ignored that too.  In other words, I have no guarantee that the sewer line was fixed properly.
  
  Everything that they did was to correct the problem that they caused.  I have several people including the plumber, who can testify to that.   As you can see, the company is not working towards a solution with me as they claim.  All I ask for is a fair settlement of my expenses and all I have received from them is disregard and attempts to discredit what they have put my family through.
  
  Sincerely,
  
  *****************************

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