ComplaintsforSoutheast Services Inc

• Initial Complaint

  05/26/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  9/1/2021 Generac Generator installed by this company 9/10/2021 Maintenance contract was signed 12/2022 Power meter failure. Ameren was called to check why electric was out as no one else in area was out of service.Ameren discovered that due to faulty wiring from original installation of Generac Generator by Southest Services, **** caused a short which burned out the electric meter base. Ameren hard wired and by passed meter until we could get it fixed.We immediately notified Southeast Services, **** They came out, inspected and said they would have to order a part.Up until this date, 5-26-2022, Southeast Services, **** has not fixed the issued. They say they have left voice messages, but I have not received any voice messages from this company.Two weeks ago I spoke to **** at Southeast Services, **** and he said they cannot get the necessary part and we would have to pay $300 for an entire unit. We verbally agreed to pay the $300 even thought we do not feel we should have to pay anything due to maintenance contract and the fact that this issued was caused by faulty installation. **** said he would be out the next week to install the unit. Two weeks later and no one has been here nor has anyone called.Yesterday my wife went into the office and told the receptionist about the situation and she said she would inform ****. Again no call back.We received a call today from Ameren stating that our electric service will be terminated on May 30 due to no meter equipment.We called Southeast Services, **** today and demanded that they get this issued fixed today and no later than Monday. I have a severe case of COPD and CAN NOT be without electricity.Also our electric bill has been $100-150 dollars higher than normal because there is mo meter and Ameren is sending estimated bills.WE MUST HAVE THIS ISSUED SOLVED IMMEDIATELY!

  Business response

  06/01/2023

  We were contacted by ************** earlier this year regarding his meterbase which had had an issue causing it to fail. We installed his generator almost two years ago and they have using ** for routine maintenance as well. He contacted Ameren and they came out and bypassed the meter so the ******* had power while we were making the repairs. We reached out to them after we found that the specific meterbase they had was not readily available and would have to be ordered by our supplier. I informed the customers that we would have to order the base and it could be quite some time before it came in as the electrical supply industry has been overwhelmed with manufacturers that simply dont have the materials to make make many of the pieces of equipment needed for the industry. Its not just our supplier, its across the board in all parts of the county. We knew they had power and ****** was aware of the delays so we were in a waiting game. Occasionally the ******* would call in requesting and update and we still were in the same position. The ******* became frustrated with the situation and stated that ****** was charging them more than usual for thier power since the meter could not be installed and felt they were paying more than they should have to them each month. I advised them to speak with ****** on that issue becuase we have no control over the billing with ****** and we would try and get an update on when we should be recieving the meterbase. We started to look elswhere for the equipment to see if we could help expidite the situation and went as far as driving to supply houses and home improvement stores to try and allocate a meterbase for them, spending hours in the process. The meterbase finally arrived and we advised the ******* that we could now schedule the repair, but Ameren has to give us an available date for them to de-energize the service so we can replace the meterbase. The date was set for 6/1/23, today. We replaced the meterbase, paid and called for an inspection and waited for Ameren to return and re-energize the service. All work is now complete and they are back to normal with a new meterbase ans meter installed. I had a conversation with them and stated the same exact thing I am typing here assuring them we did and were doing everything possible to get them taken care of but the situation was out of our control until earlier this week when we could actually plan the work. They understood and stated they were happy with the end result and would continue to be a customer of ours which we appricate. I told them there would be no charge for any labor or time for the repair - just the cost for the actual new meterbase and they agreed that was satisfactory to them. We are considering this matter closed and completed. 

  Customer response

  06/03/2023

  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.
  
  Sincerely,
  
  ****** And ***********************

*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. ↩