ComplaintsforFoster Electric

• Initial Complaint

  06/08/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  04/17/23-04/25/23-04/27/23 A technician came to repair my screen in porch outlet and replace the electrical box, few days later I had the same problem where my kitchen outlet kept cutting off. Another technician came back to check the box in the kitchen and told me that my water pot heater was creating the problem, so I decided to get a new water pot, the problem continue and again the first technician came back and replaced the box in the kitchen. told me to used a different outlet for the water pot heater. Now the same box kick out without any electrical appliances connected. A fourth technician came back and told me that the problem is coming from the wall near the fuse box and they will let me know how much will cost me to repair and solve the problem. I got a call from Scott a week later to tell me the same thing and that they will take care and give me an estimate for the repair. I had call several times and still have not received an answer. I am about ready to call another company to finally fix this issue.

  

  Business response

  06/08/2023

  Complaint ID: ********
  We would like to dispute this complaint as we have made multiple attempts to resolve his situation.
  We were originally contacted to troubleshoot his tripping breaker for the screened in porch (4-25-23)
  As stated in referenced invoice we replaced the old GFCI and found the switch was causing his short. 
  (1st Trip)
  1)  **********************************************************************************
  On the next trip he had us come to check the tripping breaker & do additional work. We installed 4 fixtures
  and a dimmer in his master bathroom which had nothing to do with his kitchen.
  (2nd Trip)
  2)  **********************************************************************************
  The 3rd trip out was after he replaced his electric coffee kettle and was still tripping the breaker. He was told
  that the amount of amps that was being pulled were too much to support both his electric coffee kettle and
  the toaster as stated on invoice below.
  (3rd Trip)
  3)  **********************************************************************************
  The tech supervisor, (Scott) had made several attempts to contact **** by phone and had no answer.
  We have tried multiple times to explain to this customer that he is overloading his circuit and it needs
  upgraded to support the amperage he wants to use but he has insisted that it should be fixed because
  what we have done to repair even though the reference invoices has in writing that the problem would
  continue if he uses both items together. Since we are a reputable company we will refund only the amount
  pertaining to the coffee kettle issue. He originally paid a $29 service fee plus the repair cost of $94.50 and
  we have never charged him another penny for all the trips to his home to recheck the breaker issues. We are
  requesting this complaint to not be publicized as we feel we have done everything possible to correct the situation.
  Before emailing I called **** to let him know I am mailing a refund check (#****) today (6-8-23) in the amount of 
  $123.50 for reimbursement of his issue. I explained to him that I am sending the check because we are truly sorry that 
  he is still having issues and he may need to contact another company to repair but based on everything we know he needs
  to upgrade his circuit which he does not want to do since it trips and he believes it needs fixed. I asked him to please not make
  anymore bad reviews as I feel I have done what is best to resolve his issue and even refunded the money spent. He still mentioned
  it trips but thanked me and we ended the call as I assured him the check will be mailed today.
  Please feel free to contact me directly if I can be of further assistance.
  Thank you!
  
  
  
  
  
  
  
  
  
  
  Mary Simms
  Office Manager
  Foster Electric
  
  
  Chattanooga (423) 892-6759
  Knoxville (865) 246-7037

  Customer response

  06/08/2023

  
  Complaint: ********
  I am rejecting this response because: I don't agree with the explanation due to the fact that when they came in, I explained to the technician that this problem just started a few weeks ago and I never had any issues with having the  kettle and toaster on the same outlet for years. I never had a problem, perhaps the issue comes from the inside wiring and all I wanted to fix where the problem started. The fact that at first they changed the box thinking that  was the problem and then they tell me that it is the kettle and now I don't use that outlet at all and still goes off. I always had confidence with this company and that's why I was patience with them to have the problem resolved. The lighting fixtures installation was aside from the main issue, if I didn't trust them with their work why would I have them work on the lighting fixtures, I  was hoping that in the meantime  they will figure out what was causing the problem but instead they tell me that I need to buy a new kettle. I appreciate that they will refund me back, but I would have preferred that they fix the issue, even if I would have to pay additional fees. 
  Sincerely,
  **** ****** *****

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