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Complaint Details
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Initial Complaint
01/05/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
In October 2021 (10/26/2021 is date of last visit/payment regarding this incident), I contracted Viva Electric to perform multiple services, one of which was to upgrade my 200 amp panel to 400 amp. I explained that this house has 3 HVACs, numerous TVs, monitors, laptops, tablets, multiple computers, servers, stacks of networking equipment, etc, and that I'm actively adding more. I wanted to upgrade my panel so that I had plenty of available electricity regardless of what I had running. We were also experiencing tripping breakers on several circuits already, which is what prompted this request. Viva provided this line item "Replace 200 amp main panel with new 400 amp main panel." with a cost of $2,836 before tax. They performed some work, upgraded the meter outside, did something (added or replaced) a panel next to the meter, and as far as I knew, I now had 400 amps available for circuits to be installed as needed. Starting in December 2022, I determined my water heater needs replacing (leaking). I've purchased a tankless electric water heater, which requires three 50 amp circuits. Once Viva provided me with a sight-unseen ballpark estimate of ~$3k, I gathered a quote from **** Electric for much less. I had **** Electric come out to provide a detailed estimate. They determined that I had a 200 amp main panel outside, which acted as shut-off for 200 amp panel inside. I would need another 200 amp panel to actually have 400 amps available. **** asked who performed the work that was supposed to upgrade me to 400 amp, and requested to see the estimate/invoice. **** agreed that the line item which I paid for, did not match the service I was provided, and recommended I resolve with Viva. I contacted **** *******, manager for Viva Electric's Greenville location, and explained the situation. **** maintained that he provided what he charged me for, despite the discrepancy in the line item description. **** did not offer any recourse or recompense.Business response
01/24/2023
This has been amicably resolved verbally with the homeowner. On Jan 5, I received notification that Mr. ******** left a negative review on ********. Our VP of Operations then immediately contacted him to discuss and they came to an agreement. Partial refund was agreed upon and issued the same day, see attached.
What happened was we completed the work in October of 2021. Over a year later, for whatever reason, the customer contacted a local competitor and Mr. *******'s previous employer, **** Electric. **** Electric then visited the home, over a year after our original installation, and it sounds like they proceeded to "undercut" our prices and generally talk negatively about the quality of our work. Which is unfortunately fairly standard among tradesmen.
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Customer Complaints Summary
1 total complaints in the last 3 years.
0 complaints closed in the last 12 months.