Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

• Initial Complaint

  Date:08/24/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Hired them to replace a light fixture. Replaced the fixture. The fixture stopped working. They came back out and said the person who was here before did the installation incorrectly. Worker re-installed the light correctly, but left holes in the ceiling around the light fixture. The ceiling looks awful. Company refuses to fix the issue and says creating a hole in the ceiling was inevitable. Had they explained installing a light will result in a hole in my ceiling, I would have declined replacing the light. I will have to now hire a company to fix the hole because of this.

  

  Business Response

  Date: 09/06/2022

  We were contracted to replace light fixtures with new customer supplied fixtures and replace receptacles and switches with Aluminum rated devices on Aug. 18th, 2022.  We arrived at 7am and left at approximately 3pm. When our tech got to the light fixture in question, our tech informed the homeowner of the great possibility of the fixture not working right due to the burnt wiring and that it needed to be repaired.  The homeowner told my tech (***) that he did not want it repaired and to move on. We finished the contract and was paid.  We received a call on the 22nd and the light fixture in the hallway stopped working as we informed him that might happen.  Our Tech was there on a return visit Aug.23, 2022 and started his time at 1:46pm upon arrival to the residence's house.  The light was not working correctly and.  The wiring we worked on was aluminum wiring and had melted inside the box behind the light fixture caused by damage due to loose connections over the years.  As you can tell from the pictures, the wires were indeed melted.  Due to the age of the house and the many light fixtures installed over the years, and the extreme heat given off from the incandescent light bulbs, the culmination of these items "cooked" the drywall around the box making the drywall very brittle.  Any actual touching of the drywall or movement of the box would cause the drywall to crumble around it.  Our tech needed to remove all the wire from the box and install additional junction boxes in the attic (attic was extremely hot due to hot weather) back far enough on the wire to where good, undamaged wire was available.  This movement of the box caused the brittle drywall to crumble. Upon removal, brittle drywall did crumble around the box as seen in the pictures.  Had this wiring gone on as was, the likelihood of a fire would have increased exponentially.  My tech informed the Mrs. ******** (wife), who was there about the damaged drywall.  Tech said that she said it was ok and would handle it. I apologize for any inconvenience that this may cause.  An easy solution to this would be installation of a larger based fixture that would easily cover the hole.  We would be glad to replace the fixture for free, with a different customer supplied fixture, but we do not do drywall or paint.  All the necessary and proper actions were taken by Down to the Wire LLC to properly inform the customer of the situation.  

  Customer Answer

  Date: 09/13/2022

  Complaint: ********
  
  I am rejecting this response because:
  
  The two lights that were installed are non-returnable due to use and the passage of time - and I do not want to buy new ones. 
  Also - I dispute the response's characterization of conversations. We were never told that the light install could damage our ceiling beforehand.
  
  Are there any other options to cover the damage?  We remain open to other resolution options.