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:07/10/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore 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.

  The vendor removed the security system but left the parts in a plastic bag out in the rain. The parts were soaked with water and were unusable. The parts included a monitor, cameras and large now broken incandescent light bulbs. There were bare wires outside the home from the security system the vendor did remedy. In addition there were bare wires from various electrical outlets that were fixed. My complaint is the security system should not have been left out in the rain. The vendor did take a video of the repairs and issues. However, items like smoke detectors, that were working but not physically inspected, were determined serviceable because electricity was running to them. The smoke detectors appeared original to the home and were not replaced due to the vendor indicating he could see the lights working on detectors therefore the detectors did not need replacing. However, the State of Tennessee recommends that detectors be replaced every ten years. We expected the detectors replaced. due to the amount of money being paid for the vendors services. Two outside outlet boxes that require covers were not covered, one outlet was covered. Numerous lights throughout the home, including the garage and shed needed replacing. One light in the shed was repaired. However, the vendor indicated that repairing the lights would be at an extra cost. The vendor did call and ask if any repairs needed to be done but we did not see more issues until a few days later. Especially the master bathroom fan did not work. We were moving into the home during this period of discussion. The vendor was contacted and he stated that he was done with the job. When asked if the negative feedback concerned him he stated no. He did not care about what other people thought about him. We feel the vendor did not meet our electrical needs for the amount of money that was paid for his services. We request the issues be fixed or money partially refunded in the amount of $7,500.

  Business Response

  Date: 07/17/2024

  Dear Mr* ******,
  Thank you for your feedback. We take all customer concerns seriously and aim to address them promptly and professionally.
  Regarding the issues you raised:
  Indoor Electrical Wiring: The indoor electrical wiring for receptacles was installed by a previous homeowner and was run openly outside around the entire house surface, not in conduit or any protective covering. This was done to power an outdated security system. We removed the cameras and all associated electrical wiring as part of our work. You mentioned that the materials were left in a bag outside, which was exposed to the rain. As we explained, we do not control the weather and had informed you that all removed materials would be left on-site as they could be scrapped.
  Job Timeline and Communication: The job was completed on March 4, 2024. We received a complaint via text on March 24, nearly 20 days later, expressing that your wife was unhappy. We promptly arranged to visit the next morning to address any concerns or confusion. Although we did not meet your wife in person, as she was reportedly upset, we thoroughly reviewed the work with you. You expressed satisfaction and indicated you would handle any further issues.
  Specific Concerns:
  The primary reason for our work was to remove the outdated security system and its associated wiring, which was installed improperly by a previous owner. This task was completed as requested.
  There was a misunderstanding regarding the smoke detector testing. We used the circuit breaker box and the test button on the detectors to ensure they were functioning. While it is recommended to replace smoke detectors every 10 years, this is not a state code requirement.
  Post-Service Communication: Before we left, you confirmed that you were satisfied with our work. We provided recommendations for additional services, including HVAC support from a licensed technician, and enjoyed a friendly conversation. A few days later, we received a text from your wife expressing concerns about the cost, informed by neighbors. It is important to note that payment was made only after you were satisfied with the completed work.
  Response to BBB Complaint: We are disheartened by the complaint received through the BBB. We have made multiple attempts to contact you to resolve these issues, including calls and visits to your home. As of this writing on July 17 at 10 PM, we have not received a response. We will continue our efforts to reach out, including contacting the BBB and visiting your home again on July 18 to discuss this matter in person.
  To reiterate, our goal has always been to provide the best service possible. We give upfront pricing, and work is only paid for upon completion to ensure customer satisfaction. We take pride in our reputation as the area's best electricians since 2013, and we stand by the quality of our work.
  If we do not hear back from you or resolve this matter during our visit tomorrow, we will consider the issue closed and continue to serve customers who appreciate our dedication and hard work.
  Thank you for your understanding.
  Best regards,
  Ryan *****
  Trent Electrical ************

  Business Response

  Date: 07/24/2024

  Dear John *******
  
  Our phone records indicate that we have made multiple attempts to contact you on several occasions. We have called the number listed through the BBB as well as the contact number on the invoice. We stand by this information. Additionally, we have completed the job scope as agreed. If you still require assistance, please reach out to us directly at ************. Monday - Friday 7am to 5pm.

  Thank You, Trent Electrical

  
  

  Customer Answer

  Date: 08/07/2024

  Trent Electrical remedied all the issues that concerned me.  I appreciate Trent Electric's excellent follow up today