ComplaintsforCustom Electrical Services LLC

• Initial Complaint

  01/20/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  On Tues January 10, I paid Custom Electrical $758.63 to install one GFI outlet in my house and to hardwire 6 smoke detectors. Out of the $758, over $600 was for the smoke detectors. The original set of smoke detectors and/or the wiring to them had apparently failed as they continued to go off. So I bought a brand new set, and contracted with the electrician to install it. I did not attempt to install the smoke detectors on my own because I was unsure whether it was a wiring issue or the equipment. On January 11, the smoke detectors began to go off. Twice on Wed 1/11, Twice on Thursday 1/12 and multiple time on Friday 1/13. When I spoke with Custom Electric, they began immediately to deflect the issue away from their installation and to tell me that the equipment was likely faulty. When I reminded them that it was a brand new system which they had removed from the box themselves, they said that they had no way of knowing how old the batteries were because I had purchased the equipment. They stated that they would not warranty the equipment since I hadn't purchased it from them. When I reminded them that these detectors were hard wired to the wiring of the house, and that the batteries were merely a back up, they continued to deflect saying that their installation was not to blame. I told them that their job as an electrician to whom I had paid hundreds of dollars, was to determine whether the wiring was bad with a diagnostic and not just to assume, accept payment and leave. Eventually, I was forced to uninstall the smoke detectors myself which puts me in a very dangerous position. I do not have a working smoke detector system at this time. I demanded a refund of the portion I paid for the smoke detectors. They declined, stating that the installation was done as requested and they would not be responsible if it did not work. I need to bring another electrician in to determine where the wiring has gone bad. I can not do that until I receive a refund.

  

  Business response

  01/20/2023

  **** thank-you for making us aware of you concern. Please allow me to address your concern. You requested us to come out to your home which we did on January 10th.  During our visit you requested us to install 6 smoke alarms that you provided and a GFCI outlet.  On that visit we provided you with a price to install your materials for which you agreed to.  The smoke detectors we're not provided by Custom Electrical Services and the entire installation was completed same-day. If smoke detectors are beeping,you are either needing to replace the batteries they came with or you have a faulty smoke alarm unit and it would need replaced again. We are only able to warranty the material that we provide.  Since we did NOT provide your smoke alarms we cannot warranty materials that you provided.  If we had provided the smoke alarms we would of happily replaced them under our warranty.  
  
  Since the original agreement of installing 6 smoke detectors and a GFCI was completed a refund is no longer an available option. However we are able to gladly assist you with this but, we cannot warranty the items you provided.

  Customer response

  01/23/2023

   
  Complaint: 18841663
  
  I am rejecting this response because: They did not provide any information that I had not already provided in my complaint.  They basically just repeated what I said.  As I mentioned, I have now tried TWO sets of fire alarms and it seems highly unlikely that BOTH sets would be faulty.  They are simply trying to divert a much bigger issue with the wiring of the system.  I should not have to pay hundreds of dollars and still not have a working fire alarm system in my house.   In addition, the rhythm of the beeping, which is three beeps, pause, three more beeps is not the beeping that occurs when the batteries are low.  Also, they keep referring to a warranty on the equipment which I am not asking for.  I am asking for a refund for the hard wiring of a system that is not functional.  
  
  Sincerely,
  
  *********************

  

  Business response

  03/07/2023

  Since the original agreement of installing 6 smoke detectors and a GFCI was completed a refund is no longer an available option. However, we are able to gladly assist you with this but, we cannot warranty the items you provided. If the original agreement was to diagnose the wiring, we would be more than happy make a return trip for our warranty. 

  

  Business response

  03/07/2023

  Since the original agreement of installing 6 smoke detectors and a GFCI was completed a refund is no longer an available option. However, we are able to gladly assist you with this but, we cannot warranty the items you provided. If the original agreement was to diagnose the wiring, we would be more than happy make a return trip for our warranty. 
  

  
  

• Initial Complaint

  05/23/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Custom Electric was unprepared, failed to complete work, and damaged equipment. Management will not return phone calls to resolve. Custom Electric was scheduled to install a phase converter on Friday, May 13. On that date only one electrician showed ** in the morning, requiring the job to be rescheduled to Tuesday, May 17. Tuesday morning both electricians arrived but were missing an item and left until late morning/early afternoon when they started working. Tuesday late afternoon/evening I was notified they were missing another part but the one electrician could come by the next day any time to install. During this time, the phase converter was running and eventually started smoking. The electricians quickly shut everything off and contacted Phoenix Phase Converters for assistance, who requested pictures and video. Wednesday the electrician stopped by to install the part as agreed. However, I then received an email stating I needed to contact the converter company (Phoenix) and get a new motor. When I called, the tech said the electrician was informed the overheating was caused by a missing load disconnect that should have been between the transformer and the converter. He said this information was included with the converter. The equipment provided for install was brand new and uncrated by Custom Electric. The unit overheated, smoked, and is now damaged. I want a new converter, as that is what we provided Custom Electric for install. Currently, the only person who has communicated with us is the electrician, Roghan. He also happens to be the person who did show up on the original scheduled date, and on Tuesday and Wednesday. Custom Electric has failed to install our new phase converter correctly, as hired. On top of all the work time wasted detailed above, Ive now spent three days trying to get this resolved with no response from management. Two core values of Custom ***************** ownership and Sense of Urgency Where are they?

  

  Business response

  07/15/2022

  This has been resolved

  Customer response

  07/17/2022

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ***********************

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