ComplaintsforRoman Electric Co., Inc.

• Initial Complaint

  12/26/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  on october 31 had water heater replaced Roman Electric broke piece off pipe that ****** off water. they lied when they checked water pressure to house after work was done, no pressure in sinks or tub, had to come back week later to go into wall of bathroom which they charged me again also said bathroom sink faucet need changing also charged me when it was only no pressure, after going into walk boarded up wall with cheap glue that did not stick to tile

  

  Business response

  03/04/2024

  Roman replaced the Hot water heater on 10/31 per the customers service request.  The customer signed the invoice with specific acknowledgement section that work is completed satisfactorily and paid. (see attached invoice 1). The customer called back the same day at 1254 pm and stated the water pressure was low in the bathroom and Roman sent the plumber back within two hours at no charge to evaluate and propose an estimate for the mixing valve in the bathroom.  The customer then called at 326 and spoke to our Plumbing manager about the situation.  (call recording available upon request)Our manager explained that sometimes this situation occurs, particularly in older homes when the debris and sentiment in the pipes gets lodged in fixtures when a water heater is replaced. The customer asked for a discount and our manager agreed to see what he could do.  A second appointment was set for but the customer called to cancel the appointment stating she would find another contractor.  The customer then called back on 11/6 and spoke again to our Plumbing Manager explained how the debris can cause issues afterward,and it is an additional charge since the water heater is producing hot water in all the other areas of the house, except the bathroom.  He agreed to reduce the price from $1500 to $1100 to repair the mixing valve in the bathroom. (call recording available upon request).  Customer agreed to think about the new proposal.  Customer ended up booking service for the mixing valve/pressure issue on 11/15.  Additionally, she contracted for replacement of her sink faucet with a faucet she supplied.  When the work was complete, she again signed the invoice with specific acknowledgement section that work is completed satisfactorily and paid. The acknowledgment is as follows:
  CUSTOMER ACKNOWLEDGEMENT I have inspected all work done by Roman Electric, Plumbing, Heating & Cooling, pursuant to the contract terms agreed by me, ******************************, at *****************************************************************************. I find that all work has been completed in a satisfactory and ******* like manner. I have been given the opportunity to address concerns and/or discrepancies in the work completed, and I either have no concerns or have found no discrepancies or they have been addressed by [the contractor] to my satisfaction. I understand that any drywall, siding and/or paint repair due to diagnostic work, repairs or replacements are at additional cost to me and not corrected by Roman Electric, Plumbing, Heating &Cooling. My signature here signifies my full and final acceptance of all work performed by the contractor pursuant to the contract as agreed. (see attached invoice 2).  In additional to the reduced price the Plumbing Manager offered, a post card coupon was applied to this invoice as a goodwill gesture.
  
  Roman finds that although the customer was unhappy with the unfortunate situation that replacing a water heater in an old house can sometimes cause, she was fully informed about her options, was responded to transparently by the management team, was given up front pricing on the work needing to be completed, and was offered additional discounts on both services.  She acknowledged the work done at the end of each visit with signature and payment. 
  
  While we value her as a customer, ********************** will not be offering her a refund of the work performed on 10/31 or 11/15.  hy here...

  Customer response

  03/04/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  [Please type your response here.] I never said I will get a new plumber I wanted you to complete the service I paid for, also there was not discount given it was offered by manager on phone but when **** was paid there was no discount on there also your plumber broke the shut off valve when replacing the water heater  and when finishing up the bathroom use cheap glue to get the board to stick to wall which came loose that same night and I left a message and text a picture of it but no one returned the call about that. Roman Electric tries to do commercials to make themselves look like professional  but they are not at all professional with the service they render, they use unskilled  plumbers to come to your house and mess things up, also is was not about a refund you need to be held liable for the horrible work you do and other customer should be aware of the false advertisement Roman Electric tries to  hide behind by using the BBB status
  
  Regards,
  
  *************************

• Initial Complaint

  02/20/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Roman Electric was called to come out to see what was going on with circuit breaker. **** from customer service verified the price of $59.95 for a "SERVICE CALL". However after arriving and just "looking" without completing a diagnostic test, wanted me to sign-off of a $704 repair. When asked the technicians, what the $59.95 fee was. **** responded it was for "travel". Refusing to sign-off of the $704 bill, **** played back the appointment recording. You can clearly hear my mom ask about the $59.95 cost of which **** responds "yes, that's to come out and take a look". ************** three times to speak with a supervisor, was ignored. Although, **** stepped away three times to speak with ***** and other personnel from Roman Eletric. While ***** and I listened to the recording again while **** was on the phone. We discuss how the word "service fee" is misinterpreted. Refusing to sign-off on the $704 repair, **** stated well "unfortunately you're NOT the customer for **********************". WOW!!!! This service call and recording reflects this call was made due to medical equipment in the home that needed electricity to one the areas in question. For Roman eletric to use "word semantics" to get consumers to pay before "service" begins is highly unprofessional and probably the reason why there's many complaints regarding the same issue on Yelp and other reviews websites. Using the analogy of taking your car in to the service department because something is wrong with your car. You would pay "diagnostic/service" fee to find out what's wrong with the vehicle. THEN estimate of cost is provide based on the findings. Although your obligation is to pay the "diagnostic/service" fee that was agreed to when making appointment. Poor **************** on all levels. Federal ***************** WI ***** Consumers ********* ************* outlets also copied. Conversation recorded. I KNOW ROMAN will "downplay" their response!

  

  Business response

  03/13/2023

  Roman Electric took the consideration of a medical condition as an urgency and dispatched a technician out the same day within a few hours of calling in. During the booking process and conversations at no point does it indicate that performing a diagnostic or any repairs are included in the service fee. The $704 is required to perform work that is associated with the requests of the homeowner. There are many customers that call in and do not need a diagnostic, and additional work to be performed which is the reason we charge additional when it is required. 10's of thousands of other clients appreciate our honesty and upfront pricing which benefits us with a 4.8 rating with ****** and a "A" rating with BBB. Throughout this service experience there seems to be many misinterpretation's between the homeowner and Roman Electric. For this we apologize. After meeting resistance, and refusal to pay for additional services, **** indicated we can not perform additional work and would not be able to move forward. We did not charge for any part of this service call. The Roman Electric team will go through training and how this affected the way our service was interpreted.

• Initial Complaint

  12/02/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  On 11/28/2022, Roman Electric - Plumbing came to fix a leaking toilet. When the plumber arrived, I explained to the plumber what the problem wasleaking water on the bathroom floor around the toilet. At a certain time later, the plumber came back and said he didnt see leaking from the bottom of the toilet. The plumber didnt even remove the toilet to check it. But, the plumber pointed out that the leak was coming from the fill valve. Before the plumber came there was no leak from the point he said there was a leak. I am pretty sure the plumber caused (self-manufactured) the problem to repair something that wasnt broken in the first place. After the Roman **. plumber left, there was still leaking coming from the bottom of the toilet. In addition, the toilet started self-flushing every 5 minutes where it wasnt doing that before the plumber came. So I called Roman ** to report the problem hadnt been fixed and the toilet was still leaking. The same plumber returned the next day to fix the self-flushing issue. The plumber seemed very unaware of of what he was doing. On the second visit he tried to tell me that he needed to provide a different service that I had requested originally when I called Roman ** to schedule the appointment. I am pretty sure the plumber caused (self-manufactured) the problem to repair something that wasnt broken in the first place.

  

  Business response

  12/14/2022

  On the first visit the diagnosis was a bad fill valve so he replaced it. Occasionally they need adjustment after a hand full of uses. We came back the next day no charge to adjust the fill valve. He very well could of pulled and reset the toilet but that wouldn't have fixed the problem, the reason he didnt need to pull the toilet is that it would have led to an additional charge to remove the toilet. The original leaking was caused by a faulty fill valve so replacing fixed the problem, unfortunately it required an adjustment that can only be detected after a bunch of uses. Ultimately we did return that same day and made the adjustment at no charge. ************ is a licensed mater plumber with the state so we are confident in his diagnosis. You will see in the attached invoice it tested upon initial installation and was approved and signed of by owner.

  Customer response

  12/14/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  Roman Electric is an untrustworthy business and theyre lying about the initial diagnosis and subsequent follow up their plumber provided.  

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

  Customer response

  12/15/2022

  ****, the plumber, who came out the first time alleged the fill valve was the issue. However, prior to Roman coming out this was not a problem. If the fill valve was a problem, the floor would have been significantly more soaked with water than it was. This is something that occurred to me after the plumber left. After the plumber changed the fill valve and left, there was still water seeping from under the toilet that was the initial place of the problem. in addition to the leaking still happening, the toilet started self-flushing every 5 minutes after Roman changed the fill valve. Based on changing the fill valve not rectifying the leaking, I maintain the Roman plumber misrepresented the problem and fixed something that wasnt broken.  
  

  The fact that **** is a master has no bearing for me on his competency as a plumber.  
  

  Roman is bragging about not charging me to return to investigate their prior days work. It should be standard procedure for Roman to return when their work is unsatisfactory. 

• Initial Complaint

  09/25/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  My wife ***** made an appointment with Roman for an electrician to come to our summer residence on 9/20 between ****. *********************** arrived shortly after 11 and I discussed what we needed done. We wanted to move the dining light over the kitchen sink and have a light fixture that we purchased installed to replace the dining light. **** explained that moving the dining light was a problem because of its weight & all the hanging crystals on it. I called my wife who was not at home and **** explained the problem. After some discussion we decided to just install a light that **** had with him over the kitchen sink using an existing switch that controlled a light over the kitchen island and run the electric from the existing island light to the new light. I was given a price of $845 which seemed high but I had no idea how long the install would take. It took about a half hour. I didnt want to get into an argument with **** so I paid with a credit card. We finally got the invoice mailed to us 2 days later after a couple calls to Roman and we voiced our displeasure with the price gouging. $280 for a fixture that probably costs about $20 & $505 for ***** minutes of work. OUTRAGEOUS!! We are senior citizens and after going over the reviews on Romans website, this price gouging is a normal practice for Roman. We are also filing a complaint with the State of WI **** of ******** Protection and asking them to issue a cease and desist order to stop this price gouging practice.

  

  Business response

  09/28/2022

  First of all, we are not in the business of price gauging our reputation will supersede that. We have GPS on all of our service vehicles and it shows that there was 1 hour and 57 minutes involved with this project. We do have straight forward pricing so the price was communicated prior to the installation. That being said, clearly there were some efficiencies on the project so I would be happy to issue a $290 credit to the methood of payment.

  Customer response

  09/30/2022

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. 
  
  Regards,
  
  ************************************
  

• Initial Complaint

  06/30/2022

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  6/29 Roman electric came to repair my air conditioner. Roman charged me 1) $363.60 for a JARD ***** motor run capacitor, 2) $79.00 for trip charge and 3) $240.00 for a 1-year service agreement. I called the office, spoke to ***** and explained I found the same part (model and make. I have the box.) can be purchased on the internet for $10.76. That is $352.84 less than I paid, and the internet seller is making a profit. She told me the part had a 30-day warranty. Yippee!! 2) The trip charge was advertised at $59.95. She initially agreed to adjust $19.05. 3) I wanted to cancel the $240.00 service contract. She flatly refused. I said I thought I had at least a 24-hour cancel period. No! She told me I signed for it. Too bad. Her attitude: isn't this too bad you are so stupid. Explained I would go to my credit card company, which I did today. Then she refused to adjust the trip charge even though she knew it was wrong. I contacted my credit card company today but must wait for the charges to appear on my statement. I also contacted Consumer Protection and they will send out the required paperwork. I am not against profit, but a markup of $352.84 is price gouging and taking advantage of anyone who knows little about the inner workings of an air conditioning unit. I feel I should have been able to trust them and was anxious to get a good night's sleep. When he told me the price, I said; what else can I do. We agreed its cheaper than a total replacement and he provided nothing further. I would like 1) the capacitor charge reduced to something closer to what numerous other companies, who are also making a profit, charge for them. I noted 6 JARD model ***** for sale on the internet. The most expensive was $14.44, the cheapest being $9.99. 2) I want the trip charge adjusted to the advertised cost. 3) I want my maintenance contract canceled and the $240.00 charge reversed. Help please.

  

  Business response

  07/12/2022

  ******************* fee" is for the clients that sign up for our maintenance plan. ****************** asked to cancel her plan so a refund will be issued $240.00 and she will not be offered the discounted fee. 

  Customer response

  07/17/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  [Please type your response here.I am rejecting Roman Electrics offer for the following reasons shown in the above document. 
  
  *********************************

  Customer response

  08/01/2022

  On Mon, Aug 1, 2022 at 9:11 AM ********************************* <**********************> wrote:
  

  Roman did agree to refund the maintenance contract, which by law they must because I called the following day to cancel it which was well within the required 3 business days.  However they only agreed to the refund after I contacted various agencies objecting to the fact that they initially refused, even though by law they were required to do just that..

  
  

  As far as the reduced travel fee being contingent  on signing up for the maintenance, someone is very misinformed.   There was no, zero, ***** discussion of a maintenance plan until I initiated the discussion after the tech had performed the work.   When I placed my order, the woman who took my call said she would be glad to honor the television add.  I bet if we could review the contents of their television add, we would find their is no mention of a required maintenance plan for a reduced travel fee.  Their explanation contradicts their actions because if the maintenance agreement was required, my initial invoice would have reflected the reduced travel fee because it also contained the charge for the maintenance plan. Roman is  wrong, confused or whatever, and their invoice proves it.  

  
  

  As far as the capacitor cost ($363.60) is concerned,  Roman's initial reply was more or less, 'we charge all our customers the same charge', which in my opinion says, we have them over a barrel so we charge whatever we want.   I talked to another neighbor, and now that makes two people who have recently purchased capacitors for less than $20.00 with the added bonus that whomever sold them made a profit. This is so sad and since like millions of others, I do not know how to repair an air conditioning unit, we all are at  the mercy of the company who we/I expect to treat us fairly.  If we did have that knowledge, we wouldn't need Roman Electric, bur we do depend on individuals who have this knowledge.  However, that does not mean we expect to pay 25 times more for the same make and model offered by other businesses who also make a profit. Either Roman can come and retrieve their capacitor, with an appointment or they can reduce the cost to $140.00 which is what another well known and profitable company charges for it.

  
  

  As luck would have it, I was watching TV prior to sending this email.  Roman Electric's add was on television at 7:00 AM during the Racine and Me program.  They advertised a "$59.95 Summer *************** There is no mention of contingencies or a note on the screen that says conditions apply.  The audio does not include an 'additional conditions apply' warning.   

  Customer response

  08/09/2022

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. 

  I have received a credit from Roman Electric on my credit card statement.  Unless something changes, I think we can consider this closed

  
  

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

  
  

• Initial Complaint

  06/26/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On 5/12/2022 Roman Electric, worker's name was *********************, came to install 2 ceiling fans. One in my lower residence, one in the upper. In a duplex I own. The lower was installed quickly with no issues. The upper took more time, when I would check **** seemed frustrated but I assumed it would become. After a few hours, he told me the upper fan was installed, it worked but " you need to hold the remote real close to the fan". At the time I didn't think much of it. A few days later I went up to check the fan, I had to stand on the kitchen table to get close enough to even get it to work!! I contacted them and was told since I had supplied the fan, it was basically my problem. They would come out but charge me again for the trip. At that point I felt I had no choice, I tried negotiating a " half price deal" and was told it was already a discount ( which I believe is a lie because when I talked with **** the tech he had quoted me the same price) I also heard from my tenant that **** had commented to him that the fan didn't work right but it wasn't his problem, he was just responsible for the electrical work. He is a very unprofessional technician. ( no one ever suggested I purchase a fan from them so then it would be covered)I actually hired another electrician, he came and after several attempts said the fan was defective. He took it down( at no cost), I returned it and purchased a new one. He had it installed and working with 45 minutes.I contacted Roman on June 12th, via a letter. I asked for reimbursement for the ceiling fan installation , which was $235.00. I am fine paying the install of the brace box, which was $410.00; although I have learned these prices are outrageous!!I told them in the letter, I was going to contact BBB if they weren't willing to reimburse me.To this date I have gotten no response.

  Customer response

  07/11/2022

  This is in regard to my complaint #********. You asked if I have heard from the business, Roman Electric, and no I have not. So my issue was not resolved by them. 

  

  Business response

  07/12/2022

  All of our installations do carry a 1 year guarantee as noted on the invoice we provide to our customers. it would be located on page 3 under the last section, Equipment and Fixture Guarantee. We do not extend any warranties on products that are provided by others. All reputable fan manufactures have some sort of warranty and we do not get involved in that process. This is clearly stated on the invoice, that "only manufactures warranty applies. We were authorized to install the fixture and completed that obligation. Its unfortunate the product failed. There are some manufacturers that will cover the costs for this inconvenience. 

• Initial Complaint

  04/15/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  On February 17th, 2022, a plumber from Roman Electric came to our building at our request to install a sink. On March 22nd, I received a **** for $257.42 for this service. That same day, I left a voicemail for ***********************, my contact at Roman Electric, asking for a copy of the permit they pulled before I paid the ****. I also emailed him that same day with the request. I never heard back. I left a second voicemail on March 31st. No response. Earlier this week, our landlord informed us that Roman Electric had sent them the $257.42 ****, which they paid, rather than an outstanding **** for a different service they had completed. The other service was for a electrical company to fix a grounding wire and was over $450. As a result of Roman Electric's unscrupulous practices, we are now in a conflict with the landlord AND the landlord tells us they expect us to pay the $450 **** for the other service. This is a direct result of Roman Electric's actions to try to subvert us. In the meantime, I STILL have never received a copy of the permit. To resolve this issue, I expect a copy of the permit and a full detailed work order to show the landlord what work was performed. Because we also are overdue

  

  Business response

  04/18/2022

  **SEE ATTACHED DOCUMENTS**

  Customer response

  04/29/2022

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. 

  I am incredibly grateful to the BBB for mediating and getting this business to respond to me. I had no response from the business prior to contacting BBB even though I tried multiple methods and times. Thank you for the great work you do. 

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

  
  

• Initial Complaint

  02/12/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We used Roman Electric to do a furnace check-up in November 2021, they said it was working fine. On Jan 31, our furnace did not provide heat. We called again and they came out on Feb.1st, did a circuit board diagnostic and said an inducer motor was needed. They installed it at a cost of $906 for the part and we had heat for 9 days. Total **** of $1049 after we used the Home Protection Plan and a $25 coupon. I called the company today for the same problem. ***************************** called back and said I would have to pay another trip charge of $59.99, and another diagnostic fee of $93.63 It's only been less than 2 weeks and we have the exact same problem. If it was the secondary heat exchanger, as he said it might be, then why didn't they discover it at the time and refuse to install the inducer if that wasn't really going to fix the problem of cold air? We feel we shouldn't be charged for another diagnostic.

  

  Business response

  02/14/2022

  When ****** came out on the 1st on his initial diagnostic he found the inducer was not operating as it should. After replacement the unit was tested for operation and was working as it should. At that time there was no reason to continue a diagnostic because the repair had worked. You stated that the unit ran for 9 days and has now failed again. This would indicate that another component on the unit is faulty so we would need to perform a 2nd diagnostic which would incur a small fee. If by chance the problem is stemming from the inducer that we replaced it would be under warranty and you would not be charged for any labor or another diagnostic

• Initial Complaint

  01/27/2022

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Resolved

  More info

  On October 7, 2021, I contracted Roman Electric to do electrical work (Invoice *********). Unfortunately, they installed faulty dimmer switches and bathroom fans that neither fit nor function properly. I had originally requested ********* fans that they did not have in stock. They indicated they had Broan fans in stock and they were as good if not better. After they installed the fans, I noticed they actually installed Delta fans. The fans were worse than the 30 year old ones we had replaced as condensation was running down the walls after the shower was running. On October 8, 2021, I called Roman Electric to come back out and look at the fans. They acknowledged the excessive condensation but maintained that the fans were functional as he held a candle underneath the fan to prove the fans were venting. They also insisted that the fans needed to be vented through the roof rather than the soffits. When I stepped out of the room, one of the crew tried to get my wife to sign a document which she refused. The crew left and I called Roman Electric again, explained our situation and requested that a supervisor call me back. I placed calls on October 11, 12, & 13 and was promised that either ******* or ****** would call me back and to date I have not been contacted. I have also contacted the Delta fan manufacturer and they confirmed the fans could be vented through the soffits as they had been and that the problem was most likely in the installation. The other issue is the dimmer switches they installed make the lights flash rapidly when turned on. Finally, a representative of Roman Electric appears to have forged our signature in the section of the invoice where it states the work had been done to our satisfaction. I received an invoice via email a few days after they had left and noticed someone else had signed for us in two sections I had not been shown. The only thing I had signed was an authorization form for charging my credit card.

  

  Business response

  02/04/2022

  I have left 2 messages1 as recent as yesterday, (2/3/22) asking for a call back to talk about this

  Customer response

  02/04/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  [Please type your response here.]
  
  Regards,
  
  ****** MelkusAfter waitin since on October to receive a return phone I only received one on 2/3 from *******. I called his cellphone at 2:45 today (2/5) and got his answering machine

  

  Business response

  02/08/2022

  Don and I have spoken. We are in agreement that when he returns back to ********* he will contact me to set up a time for a technician to come out and evaluate the problems

  Customer response

  02/09/2022

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.  However, as a result of the problems I have experienced with Roman Electric since October of 2021 I request that this complaint remain open until they resolve these issues to my satisfaction.
  
  Regards,
  
  *************************
  

  Customer response

  02/09/2022

  Shortly after we return from ******* during the first week in June. We expect the work to be completed no later than the end of June.

• Initial Complaint

  11/11/2021

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Electrical Date of Service: November 5, 2021 Approximately $600 per hour?! I'm a senior citizen and have recently become a care giver. First experience with our boiler tune-up was great so, I signed up for their Home Protection Plan (***) not knowing that any plan under $25 (per month) does not have to abide by "The Cooling Off" laws. The next day had a Roman electrician install a grounding wire recommended by WE Energies for the gas intake pipe to the boiler and was charged $586.95 for roughly 50 minutes. I asked him to show me what he did and was shocked that it was two small clamps connecting about 12 feet of copper wire secured by a few staples from the metal boiler pipe to the electrical panel. I even tried to use a $25 coupon but because I supposedly was saving money with their ***, it was denied. The national average for electrical work is $150- $205 per hour. I emailed and called to cancel any future work and the *** Plan. Eventually, after a phone discussion I was told Roman is Like Steak, not Hamburger and Roman would have to charge me MORE because I cancelled their *** Plan! I left a quote from Leviticus 25:14 about how one should conduct commerce as an educational tool and a little later she hung up on me. Now, they charged my credit card again for two more charges that amount to roughly $150. I didn't think that their *** plan would mean this type of predatory pricing behavior. I believed that market pricing even at the high end of the national average would be normal procedure. I was never offered any accommodation as a courtesy towards customer service and satisfaction. This was probably because I cancelled all scheduled work in the future and the *** Plan. This reasoning of course was to not have a similar experience or business dealings with Roman. I never even got a physical hard copy of the transaction(s). Finally, there was an escalating on the Roman's representative to a more negative and expensive proposition for the CUSTOMER (now $700/hr).

  

  Business response

  11/29/2021

  Attached is the authorization for the work, satisfied completion of the work and authorization to charge the credit card. If there was a question about the pricing why wasn't it addressed at time of service? The phone conversation with ***** and ***************** is attached. The conversation became accusitory and inappropriate by ***************** and that is why he was hung up on. The work was performed on 11/5/21 and the phone call to ***** was on 11/8/21. We also have GPS on our service trucks. It indicates there was 1 hour and 56 minutes of time for ********************* job, not 50 min as he is claiming.

  Customer response

  11/30/2021

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  First, we never got the phone conversation that was supposed to be attached to Romans rebuttal. I want to hear the unedited recording as should the Better Business Bureau.
  
  I thought that the work to be performed, by the quoted amount, would rationally take 3 to 4 hours. I was shocked when I asked to be shown the work performed after all was documented. He was here at our address roughly 50 minutes. I would like to see the *** stats that would verify Romans claim of 1 hour and 56 minutes on our job.
  
  If accusatory and inappropriate includes mentioning a learning moment from a Leviticus passage which guides one on how business should conduct themselves, as one would learn in a business ethics course, then that is disheartening.
  
  Furthermore, everything was escalated when:
  1) Roman basically doesnt have to abide by a cooling-off period in cancelling the contract, since it is below $25 per month.
  2) Charging me more, to add insult to injury, since I wanted the contract nullified.
  3) Questioning my integrity by doubting my reading habits (Biblical).
  4) Never addressing the customers needs or wants to bring about an amicable solution. All I, the customer, got was more costs and I was told that Roman is basically steak, not hamburger.
  
  One should question why the home protection plan is under $25/month and why Roman does not charge a per hour rate?
  
  I will welcome any BBB official, a credible electrician or journalistic justice endeavor to physically analyze the work performed and the amount charged related to even a high-end average rate per hour in the local area.
  
  Finally, when dealing with an elderly caregiver at the time of this incident, the business should not be conducted on the electricians cell phone. A business that touts being around 90 plus years, advertises low service/trip charges ($19.99) and $25 off coupons and displays commercials that say the one you trust must be reminded that trust is earned and word of mouth is the best advertisement.
  
  Please find attached photos of the clamp and copper wiring (roughly 14 feet) with **** staples to hold it in place, that leads to the circuit breaker panel.
  

  <Roman Electric Grounding Wire>

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

  

  Business response

  03/14/2022

  Attached is the call that was requested. This should have been received by *****************. I have not received any messages from him since then. I am sending this to you because the complaint portal is not allowing me to respond.

  
  

  Customer response

  03/14/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  [Please type your response here.]
  
  Regards,
  
  ***************************

  Customer response

  03/16/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  [POINTS OF REPLY - COMPLAINT AGAINST ROMAN ELECTRIC
  
  
  So I finally get a workable phone conversation after roughly 4 months; the first one sent was blank.
  
  
  *****, from Roman Electric, said it was a yearly contract regarding Romans Home Protection Plan. I signed up to a monthly plan after the Roman employee said it was cheaper and Roman doesnt have to come looking for me to renew. I found it odd and strategic that a monthly plan is cheaper and the plan conveniently falls under the $25 limit for the 3-day right to cancel law. I find it underwhelming that Roman, being a big operation according to *****, only has approximately 900 customers who signed up to the **** with a potential customer base thats huge.
  
  
  ***** did not disagree with my estimate of 50 minutes (which I still stand by) during the phone call. If they have GPS, lets have it if it is credible and has concrete viability. They did not provide their GPS information.
  
  
  ***** said many big electrical services do not charge an hourly rate. Why is that, and was Romans employee (****) a novice as to how long the process would take to install the grounding wire? Why do business on a cell phone which elderly patrons like myself cant even clearly see?
  
  
  Instead of addressing a customers concerns, ***** turned to punishing the customer with added costs. Even my $25 off coupon was ignored when they added additional charges.
  
  
  When I signed up to the monthly plan it was promoted that one would save money, but little did I know that my costs would be 2-3 times the highest going rate of an electricians per hour rate in the area. ***** said basically that my complaint was my opinion. It stops being opinion when one can look at what the high end charge per hour  in the area is roughly 1/3 the cost of what Roman charged. The so-called opinion is backed up by stats and when I have other advocates, including qualified reputable electricians, evaluate what was done and what was charged.
  
  
  When I reiterated or cited from my email the Leviticus passage on how a business should conduct itself, I was just using a universal book, the Bible, as a teaching or learning tool, never thinking ***** would question me on my reading material. Afterward, ***** made up this falsity that I had never said to her. She said what, now my soul is damned?
  
  
  Finally, since I am getting nowhere, I am considering contacting journalistic investigative sources with integrity and no vested interest in Romans massive advertisements that are broadcast. I now feel my overall mission is to get my experience out to the public and they can weigh whether an elderly man, who at the time was a caregiver to someone who had major surgery, was taken advantage of and overcharged. Im sure that any reputable electrician would side with me and not the big company that advertises the one you trust.
  
  
  From my experience, I will never trust or use Roman again, which is sad since they could have had so much more revenue and not a $600 plus per hour one and done example.]
  
  Regards,
  
  ***************************

*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. ↩