Need to file a complaint?
BBB is here to help. We'll guide you through the process.
Complaint Details
Note that complaint text that is displayed might not represent all complaints filed with BBB. See details.
Initial Complaint
09/29/2023
- Complaint Type:
- Customer Service Issues
- Status:
- Resolved
Tried to contact them several times to get an appointment for annual check on our generator. Left numerous messages calls were never returned.Initial Complaint
06/02/2022
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
My generator was paid for and installed in December 2021. The proposal ( sent by Jamie ******* for the generator was for my home, including a carriage house where my office is located. The drawings and load estimator on the proposal clearly show inclusion of the carriage house/office. In May of 2022, power was lost to my home. The generator kicked on, but only in the main house, not the carriage house. I notified Telford Electric of the issue. Someone came out to check and said they probably forgot to "pull the circuits over" and he would get with the company to determine next steps. Per the technician, the individual who provided the original proposal was no longer with the company, implied as a result of performance. I was informed on May, 25 2022 that Mr. ******* would not be honoring the quote for coverage of 3,100+ sq feet. The rationale provided to me was that Jamie had not put a 2nd transfer switch into the materials list. I signed a proposal for an amount that was stated as inclusive of both the carriage house and the main house. The fact that an employee made a mistake in listing what materials the technician needed should not be placed on me to carry the burden. In order to fix their error, they want me to pay another $1,500 USD. I requested they reconsider based on the above and as of 6/2/22, after prompting again over email 5/31, I have no response. Thank youBusiness response
07/21/2022
Business Response /* (1000, 5, 2022/06/13) */ Contact Name and Title: Telford ******** Contact Phone: XXXXXXXXXX Contact Email: ***********************@yahoo.com Based on the proposal that you reviewed and signed, we installed what you paid for. If you believe that you paid for something that you did not receive, please furnish proof of this and we will gladly rectify our mistake. Even though it we mistakenly did not include the additional transfer switch and corresponding installation in the proposal and what you paid for, you got what you paid for and we simply cannot give you something for free, especially something that's valued at approximately $2,000.00 with labor and materials. This is the reason our office manager gave you an offer of approximately $1,400 to $1,500.00 for the additional work needed, which means we will absorb the $500.00 to $600.00 difference. Consumer Response /* (3000, 8, 2022/06/14) */ (The consumer indicated he/she DID NOT accept the response from the business.) I signed off on the proposal for 3,100+ square feet of coverage and got roughly 2,400. Drawings clearly show the carriage house and I am not responsible for ensuring you listed all the parts you needed to fulfill the contract.
*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. ↩
BBB Business Profiles may not be reproduced for sales or promotional purposes.
BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.
When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.
BBB Business Profiles generally cover a three-year reporting period. BBB Business Profiles are subject to change at any time. If you choose to do business with this business, please let the business know that you contacted BBB for a BBB Business Profile.
As a matter of policy, BBB does not endorse any product, service or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation.
Customer Reviews are not used in the calculation of BBB Rating
Customer Complaints Summary
2 total complaints in the last 3 years.
1 complaints closed in the last 12 months.