ComplaintsforLightning Service, Inc.

• Initial Complaint

  11/12/2021

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  We contracted Lightning Services to install a whole home generator. On Tuesday 11/9/21, we noticed a gas odor inside our 4 year old's bedroom. That same day, two technicians from Lightning Services were on site doing some final inspections. I had mentioned the gas odor to them, and they advised me that they had smelled gas and noticed a leak the previous week, but weren't sure where it was coming from. They took a closer look at the technicians determined that the leak was coming from the city side or Entergy side of things, and advised me to call Entergy. I called Entergy and they arrived within 30 minutes. After inspecting the pipes, Entergy advised me that the leak was actually caused by pinholes in the pipe, that was on the residential side of things, not the Entergy side. The Entergy technician was confused as to why the service techs wouldn't know that. Right away, I called Lightning Services, about 5 minutes after 5pm. I'm assuming they were gone for the day, but they offer 24/7 services. I called, left a voicemail, and texted. No response. I then started calling after hours plumbing services, because I can't have a gas leak in my home and put my kids and family in danger. A service came out and repaired the pipe. I spoke with the owner of Lightning Services this morning, who advised me that they wouldn't be compensating me for the $1192 I spent to fix the holes that they created in the pipes. This was after he admitted to me that the leak was discovered a week and a half ago. He made it clear that he would not be compensating me so I advised him that I would contact the BBB to assist me in getting a resolution. The job I contracted Lightning for is still not done, as they are waiting on the City of New Orleans to come out and complete their inspection. Again, my experience was great up until the past two days but I would like this to be resolved. The receipt for the repairs is attached.

  

  Business response

  11/23/2021

  I do understand that *** **** is frustrated with having to incur unexpected expenses, sometimes the timing of these expenses is not favorable. *** **** is correct in that our technician did smell gas when he was putting the gas gauge on the new gas line we installed for the generator. He could not tell where the gas smell was coming from; it was a windy day, there was a neighboring home with a gas meter removed, and another home that was vacant. *** **** was out of town, so we scheduled for another visit. On 11/9/21, our technician returned to perform a pressure test on the gas line we installed and checked all connections we made and did not find any problem. Our technician suggested to call Entergy in lieu of paying us to trace a leak that could have been on Entergy’s side. 
  
  The result: the leak was on an old existing rusted pipe under the house 5 feet away from our connection at the gas meter into the system. 
  
  When *** **** called the next morning upset that no one returned his call from our after-hours service, I had our office manager investigate what happened. There was a call that came in from *** ****, he pressed 1 to leave a message, not 2 for emergency service. Again, I am empathetic to *** ****’s situation, however; we cannot be responsible for items that we did not touch. 
  
  We are currently waiting on the inspectors from the City of New Orleans to complete inspections so that we can have *** **** request a meter increase for the generator. The final step of the job (break-in of generator) will be completed once the new required gas meter is installed by Entergy. 
  
  

  Customer response

  11/23/2021

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID 16139287, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  It was pointed out to me, by both the Entergy rep as well as the plumber from Blue Frog, that the pinholes were indeed at the same spot where the work was being done, in fact, the spot was about a 1/2" away from the Lightning Electric red rubber handle.

  I'm not trying to be difficult, here, but there's right and then there is wrong. I'm not a plumber, obviously, but I am going off of what was told to me by two different representatives, from two different companies, in the same day. I was also advised by the staff at Lightning Electric that they recognized a gas odor a week prior, but again, no one let me know then. 

   

  If I hit the wrong button on the 24/7 emergency line, then that's my error, of course. Although, I'd like to add that I also sent a couple of text messages to whomever had been communicating with me previously, via text. 

   

  I'd be satisfied with 50% of what I spent on the emergency plumbing service. Again, all of my dealings with Lightning have been excellent, until this issue popped up. I am not trying to get something for nothing, but I am trying to recoup what is fair, and the whole "he said/she said" thing is unacceptable. 

  Regards,
  
  ***** ****
  
   

  
  

  

  Business response

  12/13/2021

  *******

   

  Good afternoon, I would like to apologize for not responding to the rebuttal online. This is an oversight on my part. I reviewed the rebuttal with my Service manager and forgot to send our information and decision. Attached are two pictures with notes explaining why we will not be paying for the new gas pipe that was replaced by the plumbing company.  What we offer is the following: *** **** was getting a 7 year parts and labor warranty with the installation of his generator.  We will extend the Generac parts and labor warranty to 10 years. Just let me know what my next steps are.   

   

  Thank you,

   

  Jenny C******

   

  Office Manager

  Phone: ###-###-#### – Fax: ###-###-####

  Email: [email protected]

  3201 Metairie Rd., Metairie, LA  70001

   

  

   

  Attachment
  

  Customer response

  12/15/2021

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  While I do not agree with Lightning Services proposed resolution, I will accept it, as they are showing that they are unwilling to meet me in the middle on this. While disappointed, I understand their point of view, although I don't agree that their resolution is fair, given the circumstances here.

   

  I also look forward to my project being completed and would like to know what the time line is looking like regarding the new meter from Entergy.

   

  
  
  
  Regards,
  
  ***** ****

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