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:09/19/2022

  Type:Customer Service Issues
  Status:

  AnsweredMore 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.

  I called Doctor Home Expert to find out why my breaker box turned off all electricity in my home. They came out and gave me an estimate. Afterwards the technician said my home may catch fire. As a senior citizen it made me afraid. I said I guess I better get what's needed. He left and scheduled the work for the next day. I walked out front and I saw his truck had another name on it. I made wary about approving the work. Later that evening I decided to cancel and texted them that I was cancelling the work. I let them know I would pay for the diagnostic work they had done. I paid them $175. The next day they sent me a bill for $925. They say I owe them a $750 cancellation fee. We never agreed on anything that had a cancellation fee. They have sent me texts and emails demanding payment and threatening to send me to collections for work they never did.

  Business Response

  Date: 12/16/2022

  Good afternoon,

  We were able to look into the matter, the company did go through a name change so some of our vehicles still have the name "Electrical Doctor" on the wrap.  As for the $750 cancellation fee, the customer did originally choose to finance through one of our financing companies. Once the financing was finalized we purchased materials for the project. Additionally, some of those materials include wiring that can no longer be used for other jobs since it had already been cut for the individuals job.  After the materials were bought and prepared for the job, the customer's daughter cancelled the financing and the customer reached out to us to cancel.  Therefore, an invoice was sent to the customer for $750 cancellation which includes the cost of the materials that were purchased. The customer was made aware that once the materials were bought they could not be returned. We had also given the customer the option to keep these materials once the $750 is paid. We do keep everything on record if any proof is needed.  You can also reach our office at 713-944-3362.