D.L. Heiges Electricial Services, Inc.

YesThe complaint wasn't against him to complete the work, but a refundThe complaint was against the business practices and timetable and lack of estimates being provided as described in the original complaint

November 12, 2015Dear ***,I have received the complaint about our business, ID
#***, and strongly disagree with the customers request for a refundWe correctly completed all of the work necessary to restore electrical service to the customer's facility, and fully expect to be compensated for those servicesThe "Customer's Statement of the Problem" is mostly correct, but missing many important detailsI'm not certain where the legitimacy of their complaint lies, so I'll address all of the content.Firstly, I ? was hired to replace faulty electrical equipment that had failed, and caused the serving electric utility to disconnect serviceOnly the utility company can legally restore electric service to my customer's facility, therefore the scope of our work was limited to, and included;? a) diagnosing the problem, which in this case was a defective meter socket (the contact surface was? burned on one of the jaws) ? b) Contacting the electric utility company for a work order number ? c) Contacting the municipality for an electrical permit ? ? d) replacing the defective meter socket ? e) extending the service entrance conductors and raceway to the new meter location ? f) providing electrical inspection of the newly installed equipment ? g) installing a new service disconnect (required by the electrical inspector due to neglect by the building owners tenant to adhere to electrical building codes-The electric panel and electrical service disconnecting means are located in a bathroom, in violation of N.E.Carticle (A) (2)? h) Upgrading the grounding electrode system, and installing a new grounding electrode conductor, as required by the electrical inspector due to the age of the existing installation rendering it non-compliant with current requirements.All of this work was completed in 1/? days.Here's the rest of the storyI was contacted by my customer on Monday 10/19/and asked to provide an estimate to repair a meter socket at their facilityimmediately made it very clear we were unavailable until Thursday, 10/22/15, and could provide an estimate, but that would delay the repair an additional day or twoThe customer agreed an estimate was not feasible due to the urgency of the situation, but surprisingly authorized me to begin the work on the 22ndAs promised, we arrived at the customer's facility Thursday morning to begin the repairsConsidering the situation, and all the coordination necessary, I believe our team did a remarkable job Completing all the work by Friday morning 10/23/15, and everyone seemed content.The problem, I believe occurred when I would not provide documentation to the utility company the work was completed, therefore, they would not reconnect the electric service to the spaceDo to this customer's past payment history (being more than days overdue) did not desire to extend credit for our servicesAccordingly, Thursday 10/22/15, shortly after beginning the job, advised both the customer,? and their tenant, we would fully complete the repairs and other requirements, but would not authorize the electric utility to restore service until payment for our services were receivedNobody objected to that arrangement at the timeThe objection came Friday when I called the customer and informed them the work was complete, and asked for paymentAt that time I was told to fax an invoice, which promptly didLater that afternoon received a telephone call from the customer wondering when the power would be turned back on, and of course my reply was I would authorize the utility company to do so when I received payment, and I did not know their time frame for completing their workAt that time I was told by the customer they would get someone else to finish the jobI'm not clear what that meant since the job was already completed at that point.Monday 10/26/15, received a telephone call from the building tenant willing to pay for our servicesI met with them, received payment, arranged and paid for another electrical inspection (the original inspector was not available that day)The following morning the inspection was completed, and the power company authorized to restore power, which they were able to do that day.Furthermore, I never agreed to "actionable negligence"What agreed to was concern for action against my customer for their negligence, and the possibility could be includedI also expressed confidence for a favorable result of any possible action because we did nothing wrongful.Lastly, my customer's claim we did not provide our HIC license number on all documentation is correctCertainly regret if we are not in compliance with any applicable laws, but our understanding is that particular law applies to "home improvement contracts" which this is not.It is unfortunate we were notable to provide this customer with the service they expected, but in my opinion, they got exactly what we promised, and a very good value (nobody got invoiced for the Second inspection trip, dozens of phone calls, nor my time Monday corresponding with the inspector and the utility company) trust this information will aid in resolving this complaintPlease contact me if anything else is needed.Respectfully,Donald HPresident

November 12, 2015Dear [redacted],I have received the complaint about our business, ID...

#[redacted], and strongly disagree with the customers request for a refund. We correctly completed all of the work necessary to restore electrical service to the customer's facility, and fully expect to be compensated for those services. The "Customer's Statement of the Problem" is mostly correct, but missing many important details. I'm not certain where the legitimacy of their complaint lies, so I'll address all of the content.Firstly, I  was hired to replace faulty electrical equipment that had failed, and caused the serving electric utility to disconnect service. Only the utility company can legally restore electric service to my customer's facility, therefore the scope of our work was limited to, and included; a) diagnosing the problem, which in this case was a defective meter socket (the contact surface was burned on one of the jaws)  b) Contacting the electric utility company for a work order number  c) Contacting the municipality for an electrical permit   d) replacing the defective meter socket  e) extending the service entrance conductors and raceway to the new meter location  f) providing electrical inspection of the newly installed equipment  g) installing a new service disconnect (required by the electrical inspector due to neglect by the building owners tenant to adhere to electrical building codes-The electric panel and electrical service disconnecting means are located in a bathroom, in violation of 2008 N.E.C. article 230.70 (A) (2).  h) Upgrading the grounding electrode system, and installing a new grounding electrode conductor, as required by the electrical inspector due to the age of the existing installation rendering it non-compliant with current requirements.All of this work was completed in 1 1/2  days.Here's the rest of the story. I was contacted by my customer on Monday 10/19/15 and asked to provide an estimate to repair a meter socket at their facility. immediately made it very clear we were unavailable until Thursday, 10/22/15, and could provide an estimate, but that would delay the repair an additional day or two. The customer agreed an estimate was not feasible due to the urgency of the situation, but surprisingly authorized me to begin the work on the 22nd. As promised, we arrived at the customer's facility Thursday morning to begin the repairs. Considering the situation, and all the coordination necessary, I believe our team did a remarkable job Completing all the work by Friday morning 10/23/15, and everyone seemed content.The problem, I believe occurred when I would not provide documentation to the utility company the work was completed, therefore, they would not reconnect the electric service to the space. Do to this customer's past payment history (being more than 90 days overdue) did not desire to extend credit for our services. Accordingly, Thursday 10/22/15, shortly after beginning the job, advised both the customer, and their tenant, we would fully complete the repairs and other requirements, but would not authorize the electric utility to restore service until payment for our services were received. Nobody objected to that arrangement at the time. The objection came Friday when I called the customer and informed them the work was complete, and asked for payment. At that time I was told to fax an invoice, which promptly did. Later that afternoon received a telephone call from the customer wondering when the power would be turned back on, and of course my reply was I would authorize the utility company to do so when I received payment, and I did not know their time frame for completing their work. At that time I was told by the customer they would get someone else to finish the job. I'm not clear what that meant since the job was already completed at that point.Monday 10/26/15, received a telephone call from the building tenant willing to pay for our services. I met with them, received payment, arranged and paid for another electrical inspection (the original inspector was not available that day). The following morning the inspection was completed, and the power company authorized to restore power, which they were able to do that day.Furthermore, I never agreed to "actionable negligence". What agreed to was concern for action against my customer for their negligence, and the possibility could be included. I also expressed confidence for a favorable result of any possible action because we did nothing wrongful.Lastly, my customer's claim we did not provide our HIC license number on all documentation is correct. Certainly regret if we are not in compliance with any applicable laws, but our understanding is that particular law applies to "home improvement contracts" which this is not.It is unfortunate we were notable to provide this customer with the service they expected, but in my opinion, they got exactly what we promised, and a very good value (nobody got invoiced for the Second inspection trip, dozens of phone calls, nor my time Monday corresponding with the inspector and the utility company) trust this information will aid in resolving this complaint. Please contact me if anything else is needed.Respectfully,Donald H. President

Yes. The complaint wasn't against him to complete the work, but a refund. The complaint was against the business practices and timetable and lack of estimates being provided as described in the original complaint.

November 12, 2015Dear [redacted],
I have received the complaint about our...

business, ID #[redacted], and strongly disagree with the customers request for a refund. We correctly completed all of the work necessary to restore electrical service to the customer's facility, and fully expect to be compensated for those services. The "Customer's Statement of the Problem" is mostly correct, but missing many important details. I'm not certain where the legitimacy of their complaint lies, so I'll address all of the content.Firstly, I  was hired to replace faulty electrical equipment that had failed, and caused the serving electric utility to disconnect service. Only the utility company can legally restore electric service to my customer's facility, therefore the scope of our work was limited to, and included;
 a) diagnosing the problem, which in this case was a defective meter socket (the contact surface was burned on one of the jaws)
 b) Contacting the electric utility company for a work order number
 c) Contacting the municipality for an electrical permit  
 d) replacing the defective meter socket
 e) extending the service entrance conductors and raceway to the new meter location
 f) providing electrical inspection of the newly installed equipment
 g) installing a new service disconnect (required by the electrical inspector due to neglect by the building owners tenant to adhere to electrical building codes-The electric panel and electrical service disconnecting means are located in a bathroom, in violation of 2008 N.E.C. article 230.70 (A) (2).
 h) Upgrading the grounding electrode system, and installing a new grounding electrode conductor, as required by the electrical inspector due to the age of the existing installation rendering it non-compliant with current requirements.
All of this work was completed in 1 1/2  days.
Here's the rest of the story.
I was contacted by my customer on Monday 10/19/15 and asked to provide an estimate to repair a meter socket at their facility. immediately made it very clear we were unavailable until Thursday, 10/22/15, and could provide an estimate, but that would delay the repair an additional day or two. The customer agreed an estimate was not feasible due to the urgency of the situation, but surprisingly authorized me to begin the work on the 22nd.
As promised, we arrived at the customer's facility Thursday morning to begin the repairs. Considering the situation, and all the coordination necessary, I believe our team did a remarkable job Completing all the work by Friday morning 10/23/15, and everyone seemed content.
The problem, I believe occurred when I would not provide documentation to the utility company the work was completed, therefore, they would not reconnect the electric service to the space. Do to this customer's past payment history (being more than 90 days overdue) did not desire to extend credit for our services. Accordingly, Thursday 10/22/15, shortly after beginning the job, advised both the customer, and their tenant, we would fully complete the repairs and other requirements, but would not authorize the electric utility to restore service until payment for our services were received. Nobody objected to that arrangement at the time. The objection came Friday when I called the customer and informed them the work was complete, and asked for payment. At that time I was told to fax an invoice, which promptly did. Later that afternoon received a telephone call from the customer wondering when the power would be turned back on, and of course my reply was I would authorize the utility company to do so when I received payment, and I did not know their time frame for completing their work. At that time I was told by the customer they would get someone else to finish the job. I'm not clear what that meant since the job was already completed at that point.
Monday 10/26/15, received a telephone call from the building tenant willing to pay for our services. I met with them, received payment, arranged and paid for another electrical inspection (the original inspector was not available that day). The following morning the inspection was completed, and the power company authorized to restore power, which they were able to do that day.
Furthermore, I never agreed to "actionable negligence". What agreed to was concern for action against my customer for their negligence, and the possibility could be included. I also expressed confidence for a favorable result of any possible action because we did nothing wrongful.
Lastly, my customer's claim we did not provide our HIC license number on all documentation is correct. Certainly regret if we are not in compliance with any applicable laws, but our understanding is that particular law applies to "home improvement contracts" which this is not.
It is unfortunate we were notable to provide this customer with the service they expected, but in my opinion, they got exactly what we promised, and a very good value (nobody got invoiced for the Second inspection trip, dozens of phone calls, nor my time Monday corresponding with the inspector and the utility company) trust this information will aid in resolving this complaint. Please contact me if anything else is needed.Respectfully,
Donald H.
President