ComplaintsforRichard A. Jones Electric, Inc.

• Initial Complaint

  04/04/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  April 5, 2021, got an estimate for a whole home generator. Put a down payment on the generator to get the process started. Try to contact the company, most of the time I get voicemail and no return call. They installed the generator, and then they called and said they did not quote a propane tank. top of the estimate reads, install generator, transfer switch, includes installation, burying, and filling of a 500 gallon propane tank. To this day the generator is still not operational. when they came out to give me a second estimate for the propane tank, made the comment about them taking the generator back, he jumped at it. Months later and 1 phone call about he's working on it and to keep the faith. Generator still sits in my yard and is not functional. Called company and told them I want my money back and the generator removed from my property, now they are dragging there feet and not returning my calls again. They also damaged my home in the installation of the generator, but that does not seem to be a big deal to them either. Just want this to be over, get my money back and my home, fixed so I can move forward with my life.

  Business response

  02/08/2023

  Their has been a long delay in responding to the complaint due to the BBB having the incorrect mailing address and phone numbers. I have contacted the BBB and given them the correct information so we can  respond to any complaints that *** arise in the future. 

   

  In regards to this complaint, when our salesman initially went to do the estimate with the customer, the customer was quoted a generator with a propane tank. Later they contacted us and said they now wanted to get their own gas company and we would just need to connect the gas from the existing source in the end. The salesman revised the tasks on the Estimate to remove the tank and add as connection but failed to update original Estimate "Summary" section. Meanwhile, our gas subcontractor did a site inspection and was told that the customer wanted them to install the tank. There was a lot of miscommunications between the three parties. During this time tanks were back ordered for months. We offered to only change them 70% for adding the tank filled with gas. The owner decided that he wanted a refund and wanted the equipment removed from his property. The customer was fully refunded in April and and the equipment was removed early May. We felt as though we parted ways amicably. 

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