ComplaintsforSunrise Electric

• Initial Complaint

  01/13/2022

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Resolved

  More info

  Used this service in November due to a burning smell when a specific light was turned on. The tech Michael came out, inspected everything, and found my painter had gotten paint on the light bulbs. Switched out the bulbs and handed me a $100 bill. I asked why so much and he had stated that was unfortunately the cost, so I paid and went on my way. Now a couple months later I have multiple blinking lights in different rooms and called for another appointment. The secretary stated there is a $60 fee to get the technician out plus any work done. Having thought back to my previous appointment, (and having thought the super high bill for a light bulb change was due to a higher on site fee) I asked her to look into my prior invoice and tell me why it was so much. She stated the tech had charged me for changing out a switch (which did not happen.) I was upset, but very nice as I spoke to the manager Deena, and she assured me a different tech would be out the next day to check the claimed new switch and fix any overcharging issues. The next day I get a text around my appointment time stating Michael was on his way (the same tech that lied, overcharged me, and whom I was promised would not the tech coming as I no longer trusted this individual in my home.) I had to then call again and spoke to an agent named Shelly who stated everyone else was out and Michael was the only tech available that day and it was either have him come or wait another 2 days. I was very upset and told Shelly I needed to speak to Deena (the manager) as she assured me someone different would be out today. I was told Deena was in a meeting (at 1:30pm) and wouldn't be out until after closing (5pm) and probably wouldn't be available anytime soon. This company has a tech that is falsifying services and overcharging customers and leadership is "unavailable" and not following through with promises made for remedying. I will not have this tech in my home again & would appreciate this being investigated.

  

  Business response

  03/08/2022

  Business Response /* (1000, 12, 2022/02/28) */ ******* was correct when it came to us getting a technician out to her. Our dispatcher was working to get the customer taken care of and didn't realize customer didn't want Michael back out to her home. Once identified they reached out to ******* and asked if Saturday would work for her. Unfortunately, we had several technicians out sick that day and the only one available was the technician she nicely asked us not to send. She accepted Saturday and it was scheduled. She then called back and stated never mind. We are sorry you feel this way about your experience with Sunrise. This is never how we want our customers to feel or react to our services. We strive to achieve a high level of customer service. However, on multiple occasions we attempted to work through this with you with no resolve. We do appreciate the opportunity and wish you the best. Consumer Response /* (3000, 14, 2022/02/28) */ (The consumer indicated he/she DID NOT accept the response from the business.) Unfortunately, this information is not correct. I never agreed to set an appointment for Saturday and expressed my concern as to the inability to follow through with the original scheduled date and promise that a different technician would be out. The company cannot provide proof a new appointment was agreed and scheduled as this never happened and no additional date or time was set. I asked for a refund instead of a new appointment and they denied and I stated I would take it up with the BBB. Please also note this company did not respond within the original allotted 30 day time frame of the complaint and I would appreciate this being addressed along with my desired resolution as I was informed they would lose their accreditation if no response was given within that time frame. I don't believe it to be ethical per this company or the BBB to allow companies to avoid a resolution with innacurracies and untimeliness while the customer is left being charged for a service not rendered. I will escalate a complaint to the federal trade commission if necessary in order to avoid other customers falling victim to the same fraudulent business practices. Business Response /* (4000, 16, 2022/03/05) */ While we disagree with the customers recollection on scheduling, we have call recordings of the customer agreeing to the Saturday morning appointment. However, that is not the issue of the complaint. The customer is making allegations that work wasn't done when our technician with over 10 years of experience and working for Sunrise over 3 years states it was completed. However, in the interest of customer satisfaction, we will refund the customer since she is not happy with our services.

*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. ↩