ComplaintsforBW Electric

• Initial Complaint

  02/20/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  The owner was rude and refused to do any diagnosis because I did not have the manual for a ceiling fan that was installed 3+ months. He said that I was not smart and do not know how to listen. Extremely rude and was disrespectful to not just me but my mother as well. He also said because I am not an electrician, I don't know anything.

  Business response

  04/03/2023

   

  Thanks for reaching out. My goal is to always be transparent with customers and provide recommendations even if it's against what they think should be done. The work that needed to be completed initially appeared to be a maintenance issue and not an electrical issue. I requested if the homeowner(s) had a manual for their fan and they didn't. I recommended that they look online for the manual after I gave them the model number and the contact information for the manufacturer; however, they chose not to because the homeowner's son thought it was my responsibility to just "fix" the fan. With electrical, you can't just  just "fix" something without a complete and thorough diagnosis. Being diligent, I went ahead and contacted the customer service department for the fan and they walked me through reprogramming it. I reached out to the home owner to see if I could come back to the property to see if the reprogramming would work. I tried to reprogram it, however it did not work. After talking to customer service again, they then indicated that it was likely a receiver that the homeowner needed for the fan. I explained this information to the homeowner and I told her that I would order the receiver for her and left the house. Later that same day, the homeowner texted me and said that her son went ahead and ordered a receiver the next day I was texted that it was fixed and I could close out the ticket. Again, as a licensed Master electrician, I take the work that I do very seriously and unfortunately my recommendations and/or suggestions are sometimes not well received by those who don't understand the technicalities of electrical work. 

   

  Customer response

  04/03/2023

  Complaint: 19412463
  
  I am rejecting this response because:
  
  

  You did not even attempt to troubleshoot the issue. You asked for a manual and when I said I didnt have one you said that its my fault and you keep all your manuals. You were rude to not just me but my mother as well. I ended up troubleshooting the issue and found the solution and was able to replace the part myself. At the end of the day I had to tell you to not come because I had done your job.

   

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

  Business response

  04/04/2023

  We have fulfilled our service agreement as required by the homeowner(s) home warranty. We didnt have any contact with the homeowners son after the first visit. We had continued contact with the homeowner and when we came back to the property the son was not there. If the homeowners son would like to be compensated for his labor and material for his install then he would have to make a request through the homeowners home warranty company. If the homeowner allowed us we to order the receiver and install it then the homeowners son wouldnt have had any out of pocket cost and the home warranty company would have paid for the services. The homeowner allowed her son to fix the issue which is her/their right. Again, weve fulfilled our service agreement per the homeowner(s) home warranty company and recommend they contact the home warranty company.

  Customer response

  04/04/2023

  Complaint: 19412463
  
  I am rejecting this response because the claim was not fulfilled and cancelled it. 
  
  Regards,
  
  *********************

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