ComplaintsforTri-City Electric Company of Iowa

• Initial Complaint

  03/27/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  On December 30 2022, Tri-City Electric serviced my mom's home generator that they installed in 2017. We were supposed to have an annual maint contract with Tri-City, but they never show up and each year we need to call them to remind them. I called in November 2022 and scheduled the Dec 30 appointment. **** serviced the generator and left. I was then billed > $300, which was nearly 3 times the 2021 amount. When I inquired, I was sent another invoice for $285 and they explained their rated more than doubled in 2022. Fine. I paid it. In March, there was a power outage, and my mom's generator didn't kick on. She's 85 and lives alone and is partially blind. She went several hours without power. I called Tri-City the next day, and this time *** came out and told me he reset the generator, and he'd be back out to replace the battery. He didn't do that. Now, again, there is a power outage and my mom has been without power for > 1 hour and the *** from ****************** is 3PM-6PM (~9- 12 hours). I called Tri-City and they refused to help my mom. Told me I would need to wait until Monday. OMG!!! At this point, I just want my $285 back. In addition I do not want anyone from Tri-City Electric to ever set foot on our property again. It's apparent they lack the skills and/or compassion to get the job done correctly. It was a mistkae to ever do business with this company. I will find another company to service the generator. One that cares about their residential clients, enough to ensure an 85 old woman doesn't freeze to death.

  

  Business response

  04/04/2023

  We received on call on Saturday March, 25th from our after-hours answering service reporting a call from **********************  We do not normally accept after-hours residential service calls.  However, given the customers situation during a snow storm, we sent two electricians onsite to troubleshoot the problem.  We arrived onsite within 1.5hrs. of being aware of the request for service.  When we arrived onsite, it was determined that there was a part issue unrelated to our previous maintenance call and the supplier would need to supply parts for the repair.  The supplier is independent from Tri-City Electric *** and is not open on Saturday.
  
  Although Tri-City Electric *** does offer maintenance calls on generators we install, we do not sell maintenance contracts. These maintenance calls are scheduled at the customers request.  In addition, we complete service calls that include oil and filter change, battery testing, sparks plugs and air filter replacement.  If those service calls include the replacement of parts we unfortunately cannot always complete those calls in the same-day because of the availability of parts from suppliers. 
  
  Our prices are set competitively based on business demand and industry standards.  The price for a residential generation maintenance call has not doubled in 2022 and has only experienced reasonable price increases that reflect our costs, competition and the value to the customer.
  
  We understand that the customer was frustrated that his Mothers generator could not be placed back in service on a same-day basis.  As a goodwill measure, we have reached out to this customer to offer a refund.
  

  Customer response

  04/05/2023

   
  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.

  **** from Tri-City contacted me and agreed to provide the refund we requested. 
  
  Sincerely,
  
  ***************************

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