ComplaintsforFireFly Electricians

• Initial Complaint

  08/23/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  They were called to quote a job and then charged $89.00 diag fee that would be applied to quote price. An email was received stating that they would not quote the job. When I called back to talk to them about it they said I only asked for a diag. And they have threatened me several times with a code agent to pull my meter until its fixed with Firefly refused to do.

  

  Business response

  10/17/2022

  Business Response /* (1000, 5, 2022/08/26) */ You contacted our office through our website. Our scheduler contacted you by phone to see how we could assist you. You stated you wanted a quote for a panel replacement, which she scheduled. While on the phone, you stated you were concerned your house may burn down because a breaker got very hot and melted to your panel and you wanted it looked at to see if it is safe and if anything is wrong with it while the estimator was there for the free quote. She advised, that we would need to set this up as a separate visit with a technician and gave the $89 diagnostic rate, meaning no work would be done, just diagnose and advise if there's an issue and if so, what it will take to fix it. She also advised that if it's determined that a repair/replacement etc is needed and you have us do the work, we would credit that fee back to you if the job is done at a later date or if done same day, it would go from a diagnostic to an hourly fee, which you made very clear that you wanted the diagnostic only. Our technician arrived at your home for the diagnostic and checked the breakers in the panel as requested and advised they were good for now, however you needed a panel upgrade and also recommended a complete rewire as there were multiple code violations and dangerous illegal wiring, which is a NEC violation as well as state and local. Based on the technicians feedback to the estimator, which is also the co-owner, it was determined that we would pass on this project and not be providing a quote, which is our right to do so. Our office contacted you stating that we would pass on quoting this project. You then sent an email demanding a refund for the diagnosis, however, it was denied based on the facts stated above. You also continued to call our office along with a woman that was unbelievably rude, very hateful and even yelled at our scheduler stating she was dealing with her now not him (which he is the actual customer) and then asked while yelling if she is proud to be a part of a company like this, how could she work for a company like this and on and on. The female caller made our scheduler very uncomfortable and even felt a bit intimidated as she couldn't even speak because the caller continued to yell at her. We never make threats as we do not conduct business in such an unprofessional manner, however it was mentioned that if you continued on, then he would contact local authorities and advise of the unsafe electrical situation. We apologize for the inconvenience this has caused, however, we did perform the diagnostic service as requested. Since there was no work needed for the specific request you contacted us for, then typically there would be no credit due, but to avoid further unnecessary back and forth, we were going to refund the $89 diagnostic fee back to your bank card via our billing system, but since you disputed the charges through your bank and we've now accrued more charges, it will need to go through the process, which we will not challenge and accept the dispute just to be done at this point. Consumer Response /* (2000, 7, 2022/08/30) */ (The consumer indicated he/she ACCEPTED the response from the business.)

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