ComplaintsforUngerman Electric Inc

• Initial Complaint

  03/27/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Called a two to three times and asked about the additional payment of $400 to $450 for the third party inspection of the 220V dryer outlet that was installed in the basement for the new electric dryer that was purchased at the end of August 25, 2023.

  

  Business response

  04/01/2024

  The client is correct.  The work we did, required that we pull a permit and have it inspected by an independent inspector..  We pulled the permit, did the work, but having it inspected fell through the cracks.  We contacted the client and are in process of having it inspected.  We appreciate her understanding.  We have updated our processes to better track inspection follow through.

• Initial Complaint

  01/05/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  On 12/5 I called U******* Electric as I had seen their van on the highway and called their number.The Man asked me to take a picture of the two motion lights by my driveway and text him. I did this and it was plain that one light was much higher than the other. Asked if they would be able to replace the two motion lights before Saturday Dec 9th as I was having a party. They sent a man on Dec. 7 when he can he had no ladder on his truck. I told him I had an extension ladder in the garage. He said he had one in his truck. Then when I went to see how he was doing he said he was having another ladder brought for the rear lite. Then I saw a man holding the ladder. (I could have held the ladder) The first man came in asked if "this is cash, check or credit" No invoice. I asked how much $801.90 I said credit card. He did all this on his cell phone. I called the Co. and asked to have an invoice sent. They e-mailed. I was charged $165 for parts, Labor $472.50 then man to hold ladder $105. I called that this $105 I felt was unfair chg. as the man was not prepared for the job with the correct ladder. The read lite was on all night over the weekend. I called On Mon 11th the 2nd man came on 12/15 with 4 ladders on his truck. Over the weekend the lite was still on all night. Called they were sendiing a man on on 12/21 to replace the lite. On 12/19 a woman called me that I gave a MAD REVIEW OF them. I did not that I knew. I rec'd a e-mail from susan u******* and I responded to her. The woman said she was cancelling the service call and would remove the lite and give me a credit and I can get myself another electriction. credit yet to be received.

  

  Business response

  01/23/2024

  BBB spoke to Susan at the business and the following was relayed: I did contact the customer and confirm that it was acceptable to issue refund to credit card. The amount requested was refunded and the customer was informed it may take 5-10 to process.

  Customer response

  02/01/2024

  The consumer called to report that she was contacted by the business and she did receive the credit.   She appreciates the business's response to the situation and the help she got from BBB. 

• Initial Complaint

  05/31/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  In July of 2021 I hired Ungerman Electric to do a major electrical repair on my home. I recently learned that they did not notify ******** **** prior to this or get the work inspected by a third party as required by the town that i reside in. This is something that I paid for in my agreement with them. I have contacted them to resolve this issue and the owner, Susan told me she would set up and inspection. I was sick so i had to reschedule. The rescheduling part has been difficult because I work full time and am a single mom only working remotely a few days a week. I often do not hear from the company for days or weeks and then they tell me the inspection can occur the next day which does not work with my work schedule. I have asked how long it takes and if I could schedule directly and have had no response from the owner. The business has been to my home 3 times and never realized they did not perform the inspection. I am unsure how this is possible since it was supposed to be done before I occupied my home again.

  

  Business response

  06/09/2022

  In July of 2021 Ungerman Electric was commissioned to do work for ******* ********, which we completed that same month.
  Ms. ******** was happy with the work we provided and contracted us to do additional work in April of this year.

  During conversations with Ms ******** regarding the new estimate, it was discovered that through an oversight on our part, we neglected to provide an agreed upon inspection of the work performed in July of 2021.

  We immediately responded with scheduling options to get the inspection done. Conducting an inspection requires coordinating schedules with the cus***er and a third-party inspector.

  While it is Ms ********’s position that we were not responsive and hard to get ahold of, the attached email, phone and text message records show quite the opposite. In fact, we were responsive throughout this process.
  We consistently communicated dates, times, and let her know that the inspection would take about 15 minutes.
  We scheduled the first inspection for Ms ******** based on her scheduling requests. She canceled the morning of saying she had Covid and then requesting we schedule with an inspector of her choosing, Inspector LLC.
  We scheduled a new appointment with Inspector LLC, again based on her availability. When the inspector arrived at the requested time, Ms ******** did not answer her door or phone. According to the inspectors text messages, he waited at the residence almost 40 minutes.
  It wasn’t until these attempts were made that Ms ******** then sent a lengthy email stating her displeasure with our service and requesting a refund.
  Our owner Susan Ungerman responded to that email as well but it appears she failed to ensure *******s email was included in the response. An honest oversight.
  We are refunding the $200.00 to Ms ******** for the amount she paid for the inspection.
  At Ungerman Electric, we take cus***er satisfaction very seriously and feel confidant that we did everything possible on our end to provide an immediate solution for Ms ********’s concern.
  The attached document provides a complete timeline that shows how earnestly we worked with Ms ******** to make this right. There were numerous conversations had by email and phone. We regret that Ms. ******** was not satisfied with our steadfast attempts

   

  Timeline overview:
  (This timeline is being provided in response to a complaint submitted by ******* ********. Accompanying attachments are also provided to show timestamped emails, phone log records and text message threads providing substantial documentation to show that Ungerman Electric did everything possible to rectify the cus***ers problem from the moment it was presented and fully realized.)
  All original emails in their entirety can be found in the attachments provided with this response.
  
  Friday April 29th, 2022  8:46am
  ******* emailed Susan Ungerman asking for clarification for a new estimate we had provided to her for new work she wanted done.
  
  Monday May 2nd 2022 9:35pm
  Susan Ungerman responded to *******, apologizing for delay in response
  
  Wednesday May 3rd 2022 – phone calls
  Ungerman outgoing phone logs (attached) show that three calls were made to *******’s phone number (518-209-4614)
  
  9:37am 11.37 minutes
  3:41pm .7 minutes
  3:47pm 3.4 minutes
  
  Friday May 6th 2022 4:24pm
  ******* emailed to ask if her house had been inspected back in July of 2021.
  
  Tuesday May 10th 2022 9am
  ******* emailed again as we had not responded yet
  
  Tuesday May 10th 2022 12:25pm
  Susan responded that she was looking into it

  
  Tuesday May 10th 2022 12:32pm
  Susan responded again confirming we had not done the inspection and offering to set up an appointment at *******s convenience
  
  Wednesday May 11th 2022 10:42am
  ******* emailed asking for clarification about the reason the inspection was needed and offering that the following Tuesday or Wednesday worked best for her schedule, saying she worked remotely those days and was flexible.
  
  Thursday May 12th 2022 8:01am
  Susan responded saying we would send an inspector on the Tuesday ******* has suggested and telling her it would be mid afternoon as that was when he was typically in her area. Susan told her the inspections usually takes about 15 minutes.
  
  Thursday May 12th 2022 
  Ungerman outgoing phone logs (attached) show that three calls were made to *******’s phone number (518-209-4614)
  9:47am  16.4 minutes
  10:23 am .8 minutes
  3:17pm .8 minutes
  
  Thursday May 12th 2022 3:43pm
  ******* emailed saying she could not do the inspection that night and said she would like to keep for appointment for the following Tuesday as originally scheduled.
  
  Thursday May 12th 2022 3:47pm
  Susan responded confirming the Tuesday appointment.
  
  Tuesday May 17th 2022 9:18am
  ******* emailed asking Susan to call her

  
  Tuesday May 17th 2022 10:58pm
  Susan responded that she was just seeing the email asking ******* to contact her at her personal email
  
  Tuesday May 17th 2022 11:22am
  ******* emailed saying she needed to cancel her appointment because she had covid and also requested she use a different inspector of her choice, Inspector LLC
  
  Tuesday May17th 2022 12:01pm
  Our foreman *** responded to ******* asking her what times would work for her for the reschedule with the inspector she was requesting
  
  Thursday May 19th 2022 8:27am
  Our foreman *** emailed ******* again asking for her availability, again confirming this would be scheduled with the inspector she requested, Dave Irwin from Inspector LLC
  
  Thursday May 19th 2022 9:28am
  ******* responded saying that Tuesday or Wednesday of the following week would work best
  
  Thursday May 19th 2022 2:20pm
  *** responded that he would contact inspector to get scheduled for Tuesday
  
  Tuesday May 19th 2022 2:54pm – text message
  (photos of actual text messages, time stamped, are attached)
  *** texted Dave at Inspector LLC requesting an inspection for Tuesday
  
  Friday May 20th 2022 8:23am – text message
  (photos of actual text messages, time stamped, are attached)
  *** texted Dave again, requesting and confirming an appointment for ******* for Tuesday
  

  Friday May 20th 2022 8:27am
  *** let ******* know that the inspection was slated for Tuesday with Inspection LLC as requested
  
  Monday May 23rd 2022 11:34am
  ******* emailed *** asking what time the inspector would be arriving on the 24th She said she had calls in the afternoon and wanted to know what time he would arrive
  
  Monday May 23rd 2022 12:44pm – text messages
  (photos of actual text messages, time stamped, are attached)
  *** texted Dave asking what time he would arrive and if it could be between 1-2. Dave confirmed yes.
  
  Monday May 23rd 2022 1:44pm
  Susan emailed ******* and told her the inspector would be there between 1-2pm
  
  Monday May 23rd 2022 1:55pm
  ******* responded asking what time again, how long would it take and said she could not be disrupted after2. She also said she didn’t want to reschedule
  
  May 24th 2022 – text messages
  (photos of actual text messages, time stamped, are attached)
  *** texted Dave with Inspection LLC on May 24th at 2:49pm to ask how the inspection went. Dave said no one answered. He said he also tried to call her. *** told him ******* had meetings at 2pm. Dave said he was at her home from 12:50 – almost 1:30pm.  Inspection was never done.
  
  May 25th 2022 11:08 am
  ******* emailed Susan a lengthy letter reverting back to her displeasure with our oversite back in July of 2021 and asking for a refund for the inspection so she could hire someone herself to do the work.
  
  May 25th 2022 1:14pm
  Susan responded, asking ******* to call her at her convenience. It appears Susan may have neglected to include *******’s email in her response which was an oversite.

  May 31st 2022
  Ungerman Electric received *******s complaint filed through Better Business Bureau

  Customer response

  06/09/2022

  Better Business Bureau:
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  This does not resolve my issue as the company is still not being accountable for their negligence in missing an inspection 3 times. There are no attached emails different from what I have provided. I am a single mother and I have lived in a home for almost a year that did not have an inspection done. (The AG will also be notified of this.) The business visited my home. 3 times and still did not recognize their error and has no answers as to how something like this could be missed. When the response states I did not want to reschedule that is a bit misleading, after the last attempt when I told them I had calls that I would be on and unfortunately my job pulls me at any given moment on them especially in a busy season like now where we are asking for extensions from ***** for the grants I work on. I asked in that email for the compensation that Susan’s mentioned previously and for the refund of what I paid for that was not provided. The job was never completed from the start one tech offered to come back out and finish it and then backed out. I have the text messages from him. I was under the impression if they had to come back out to finish this I would be charged more and as a single mother I did not want more expenses. I realize now how inappropriate it was for an employee to even offer to do this. I have never had to make decisions like this for my house as this was my something my husband handled. 
  

  Negligence was made here and there has been no accountability. If I had not called my town to look into needing a permit and asking about inspections I would have never knew my house was not inspected. That’s not ok. It’s also not ok for the company to send people out 3 times and this not to be noticed. I will be filing a complaint with the AG as this is something that could cost someone their home. 
  

  I would also like to note that I have not received any emails from Susan nor did I receive a response the date the inspector was sent. I cannot always control my work schedule. I’m attaching the last email from ***. 

  Regards,
  ******* ********

  

  Business response

  07/29/2022

  BBB spoke to Susan at business and the following was relayed:

  The issue with the check was rectified.

  Customer response

  09/07/2022

  BBB verified that the consumer received the check.

*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. ↩