Bates Electric Inc.

I recently had an electric service/panel change out at my residence Bates Electric was outstanding! They were very prompt and the electricians were excellent I have worked in construction for over a decade and am very pleased

Complaint: ***
I am rejecting this response because: Fact of the matter the generator worked perfectly before Bates performed the work on it. In fact, the generator was broken after the first attempt that Bates made an in all likelihood damaged the generator I'm asking for something as simple as a refund since the work they performed broke the unit Bates can argue this as much as they would like, but in the end, the unit worked flawlessly until they touched it
Sincerely,
*** ***

In response to Mr*** *** complaints/allegations, I have spoken with the technician as well as the customer. I will respond in order of his complaint letterItem #1) Mr *** stated that ***, our technician, tracked mud into his houseResponse: Our technicians have
a three ply service ticket that is used on all service calls. It has a preliminary checklist that the technician reviews with the customer that confirms: where we park, where their trash receptacle is, the shoes we have on, and several other items. This was reviewed with the client prior to him commencing and *** is confident that he did not have mud on his shoes *** stated that all work he did at this job and previous calls that day were on concrete or interiors areas and he had not stepped in any mud. Also, when I spoke to the customer that afternoon about his complaints on the phone, there was no mention of this. I feel this is an exaggeration in order to make a larger complaintItem #2) He was asked to sign a contract before we startedResponse: The Service ticket that our technician had the customer sign was our standard form described above. Our techs are instructed to review the ticket with the customer prior to commencing the work “Part 1” is customers name address and basic info. “Part 2” Is the quality control checklist that our tech reviews before commencing as well as an overview of the scope and associated charges/hourly rate and terms of payment. We ask the customer to sign this section prior to commencing the job so there is no question as to what they want us to do, what the associated charges will be, and how they plan to pay (check ,cash, credit card) Clear communication is our objectiveThe ticket is attached Item #3) Service man asked me to help him by wiring a lightResponse: Once our technician began to run the wiring on the back porch for the fan, the customer said “can I assemble the fan to save money?” Out technician replied, “sure if you know what you’re doing. You can just ask me if you have any questions”At no time did our tech ask him to do any wiring. Customer do occasionally assemble their own fans or lights. It is not part of the premise wiring so our tech found no issue with this. The customer then took it upon himself to hang the flood light and told our tech that he knew what he is doing and just wants to save as much money as he couldItem #4) Tech used foul languageResponse: *** admits that when he was outside on the back porch installing the conduit and box for the fan he pinched his hand while working. Out of pain/surprise he said “damn”. The customer was at the kitchen door and heard this. Our tech states this is the only time a curse word was used. Some may argue that damn is even cursing. Either way Bates Electric does not condone this behavior and have already had conversation and a written performance evaluation completed on *** related use of profanity as follow up on this projectItem #5) Smoked in yard and left cigarette butts behindResponse: Our tech did not smoke in the house. He did smoke in the back yard only after he asked the customer if that was okay. The customer had told him that it was fine. *** was sure to pick up his butts and dispose of them prior to leaving. After following up with the tech, he understands that no matter what a customer says about approval of smoking at their property, Bates Electric prefers that out techs refrain. Item #6) Yard light did not workResponse: This is the fixture that the customer hung himself. He had no light bulbs for the fixture so of course it did not work. Our tech did check the voltage at the sockets when the customer asked him to check them. There was voltage present. That’s all that was asked of our tech by the home owner on this itemItem #7) He left the thermostat broken and he was forced to hire someone else to do the jobResponse: The home owner had originally contacted Bates Electric to only wire for and install the fan on the back porch. He told us he wanted to supply all the material for the fan installation to save money. When our tech arrived, and reviewed the scope of work, he informed the customer that all the material he had purchased was for interior wiring, not exterior. The home owner said that his neighbor (an HVAC guy) used the same interior wiring method on his porch. Our tech explained that if we do the work it will have to be done code compliantly The customer reluctantly agreed, so our tech ordered the correct material to be sent out to the job immediately. *** was able to complete much of the prep work while waiting for the material to arrive. Once he got as far as he could he asked the customer if there were any other electrical items he would like us to address so we could stay productive while waiting for the material. The customer said, well I do have a thermostat I was going to put up myself that you could do. *** removed the old thermostat that had stripped out screws and went to install the new one when he found that the old unit ran on wires while the new thermostat required wires. *** explained to the customer that he could run a new wire if the customer wanted him to spend the time on it. The customer declined to have our tech complete this work. The customer went on to say that his neighbor, the HVAC guy, was on a side job and would come over and take care of it at no charge when he got done with his side job. There were no additional charges from Bates related to this scopeThe material arrived and we reconvened our install of the fan*** In summary I feel the customer is just looking for excuses to get out of paying the bill in full based on his continual complaints of cost from start to finish. Moreover I feel his side job neighbor probably coached him that if you complain to a company they will give you work for free or greatly reduced rate Please note that in the years this tech has been employeed at Bates Electric this is the first complaint we received on him. He is professional, performs his work diligently, and pays attention to detail When we make a mistake we own up to it In this case there were minimal issues. We will offer a 10% discount as a show of good faith. Bates Electric has been in business for 25+ years performing comparable electrical installation for thousands of customers annuallyWe take much pride in customer service and satisfactionIt is extremely rare and unfortunate when a customer feels disservice by our companyWe feel that in this case, the scope of work was performed professionally and in the manner specifiedBates Electric formally request that its Revdex.com rating not be tarnished by an unreasonable complaint Sincerely, *** *** Vice President and Chief Operating Officer ***@bates-electric.com o *** f *** m ***

Initial Business Response /* (1000, 6, 2014/08/21) */
We were hired by our customer to replace her electric panel from fuses to circuit breakersWe worked with our customer on what the requirements were to perform the work including turning off the power to her home while this work was
performedWe did not remove or install any of her appliancesThe year old stove was working when we left, we are not certain if the digital component was working prior to our replacement of the electrical panelOur scope of work did not have an impact on the digital component of the stove
Bates Electric has been in business for 19+ years performing comparable electrical installation for thousands of customers annuallyWe take much pride in customer service and satisfaction
It is extremely rare and unfortunate when a customer feels disservice by our companyWe feel that in this case, the scope of work was performed professionally and in the manner specifiedBathes Electric formally request that its Revdex.com rating not be tarnished by an unreasonable complaint
Sincerely,
*** J***
Initial Consumer Rebuttal /* (3000, 15, 2014/08/25) */
I am writing to request that this case be re-opened, as the response provided by Bates Electric is not true
The oven was NOT working when Bates left my home, and the digital component WAS working before they took the power out
Bates should have used surge protectors during this power outage and they did not
I have proof that Bates had initially taken responsibility for the damage to my ovenI have email communication with Bates that proves their intent to have my oven repairedBates actively sought to find a replacement part for my ovenWhen they could not find the replacement part, they said they would do nothing more to remedy the situation
Bates has lied in their response by stating that the oven was working when they left my homeIt was not workingThis case is not closed
Sincerely,
*** J*** (XXX)XXX-XXXX
Final Consumer Response /* (3000, 20, 2014/11/05) */
11/10/2014: Mediator called *** *** and she requested my contact informationShe would like her daughter *** to speak to the complaint
11/10/2014: *** *** daughter) My mom had to buy a new stove/oven and it was $This is a modest unit with less features than the originalThe oven electronic control worked perfectly before the new electrical panel was installedI thought we could work with the company to find the replacement parts and they seem to accept responsibility but then they could not find the parts and pulled back, claiming it may not have been working before they installed the new electric panelI do not have an invoice because my mother never received anything in writingWe now would like the entire purchase price of the new appliance of $If they are not willing to provide a resolution we will be forced to go to small claims court
11/10/2014: Mediator called consumer and left voice mail message
11/11/2014: *** *** daughter) Since this happened, I did a lot of research and older appliances are susceptible and need to be protectedWe will not accept 10% and we will take him to small claims courtWe hired a licensed professional and would expect him to know that old appliances need to be protectedThe fact is I am representing my mom and she should not be at a loss for not being protectedI want $in one week or I will proceed to small claims courtHe is not taking responsibility for not protecting her old appliances
11/11/2014: Mediator called and left message with Ms*** for her daughter to return my call
11/11/2014: *** daughter) I will proceed with small claims court on my mother's behalf
Final Business Response /* (1000, 21, 2014/11/05) */
11/10/2014: We replaced the electrical service and had *** ** disconnect the electric service and then reconnect when we were finishedNothing was incorrectly wired and everything passed inspectionThere was nothing we did to cause the damageIt is as simple as unplugging and replugging in the stoveIf it was surge then other appliances would be affectedWe looked into the parts as a courtesy, but we are not at faultI will find our invoice and send it over to youLet me see what we can do
11/10/2014: Good afternoonThanks for your assistance in mediating the *** caseAs stated in our conversation earlier this afternoon, Bates Electric did not cause said damage to Ms *** stoveHowever, as a courtesy I did attempt to locate the part that was alleged to be damaged at the same time as our installationAgain, we take very serious our installations and our reputationThus, we would not want our reputation compromised via an unwarranted claim
I feel percent confident that if a claim such as the *** was to be held in a small claims court that we would be found not guiltyOur tech did nothing wrongThe client agreed that they didn't feel the tech did anything wrong, but they want a new stoveWe don't feel it is reasonable or fair to expect such
That being said, in an effort to show further empathy relative to the situation Bates Electric would be willing to offer a credit of 10% to satisfy said claim
We are comfortable with further mediation, or litigation if necessary
Sincerely,
*** ***
President and Chief Executive Officer
***@***-electric.com
p ***
f ***
c ***
11/11/2014: Mediator called business and left message with secretary
11/11/2014: (*** ***) There is nothing else we could have doneWe followed standard protocol for replacing the electric panelI understand she is planning to proceed with small claims court, but we are not willing to pay the $requested

Failed inspection the first time, credited a portion, came back and way jacked up the hours to make up for the credit they gave usGood luck getting a call back tooWhen it failed we called for weeks and had to go in person because nobody would return our calls

It seems we are at a stalemate with this situation- In response to Mr ***s claims that the generator worked prior to Bates Electric performing the contracted work is something that we cannot verify due to the fact that there was not a fuel source connected to the generator at the time of our estimators arrival at Mr ***s home nor was a fuel source available to us after our technician performed the contracted work of converting the generator from liquid propane to natural gasI have attached the signed proposal dated May 5, along with the signed service ticket stating the work had been performed on May 18, Mr***s second statement that the generator was broken after the first attempt we made to repair it is false;I have attached our techs ticket dated May 25th, stating he installed a plug in the air box and shot a video, the video shows the generator in a good working order and producing the specified amperage outputIn closing the final trip wasn't until August 1, in which we found the generator in a non working state so we performed all of the external diagnostics we could until we then contacted Generac(generator manufacturer) to get help from tech support and at that time they told us it was a failed governor inside the engine and the only fix would be an engine or whole unit replacement because parts where not available for a unit of that age, I have the signed documentation verifying the last trip and correspondence to Mr *** but the Revdex.com's response site will only allow uploads.It is our stance that we performed not only the contracted work but went above and beyond to try and help The ***s with their generator, it is unfortunate that mechanical engines do not last forever and replacement is eventually inevitable.We would be glad to further assist The ***s in the replacement of there existing generator but we think we have charged and been paid for services rendered

Initial Business Response /* (1000, 7, 2015/08/21) */
Contact Name and Title: [redacted] / C.O.O.
Contact Phone: XXX-XXX-XXXX
Contact Email: [redacted]@[redacted]-electric.com
Bates electric provided a proposal to Mrs [redacted] on June 19th, 2015. The scope she approved is listed below:
Scope...

#2: Miscellaneous Electrical - Utilize Existing Circuitry
Exterior
Remove
(2) Receptacles and covers and replace with (2) Weatherproof GFI receptacles with in-use cover
Half Bath
Remove
(1) Receptacle and replace with (1) ground fualt recpetacle and cover plate
Master Bath
Remove
(1) Receptacle and replace with (1) ground fualt recpetacle and cover plate
Kitchen
Remove
(3) Receptacles and replace with (3) ground fault recpetacles and cover plates

Initials of Acceptance: ______
Page 1 of 3
Lower Level Laundry
Remove
(1) Receptace and replace with (1) simplex receptacle and cover plates
Schedule of Values: In full at completion
Terms: C.O.D./Technician to collect on site
Estimated Total: $375.00
Senior Discount: ($11.25)
Revised Total: $363.75
The customer signed off on this scope of work and contacted our office to schedule the installation. When our technician arrived on site he was able to complete all of the items listed above with the exception of one of the kitchen receptacle. The existing standard receptacle that we proposed to replace with a GFI type receptacle is wider than the older traditional type receptacle. When our technician remove the plate he noted that the tile had not be cut out as wide as the outlet box. Therefore it did not provide adequate space for him to install this new device. He explained to the customer that the tile would need to be cut by a tile setter or someone with expertise in cutting the tile without cracking it or damaging her wall surface. Mrs [redacted] asked him to go ahead and cut the tile. He explained that he did not feel comfortable attempting to cut the tile as he did not have the appropriate tile tools. He explained that he is a professional electrician, and for this item he recommended she get a professional tile person. Our technician explained that once the tile was cut we would make an extra trip out to her home and install this last GFI receptacle at no cost to her.
The customer then contacted our office and spoke with myself, [redacted]. She again requested that we cut the tile. I explained that we do not have the tools to cut the tile nor had in the bid. I went on to explain that we had no way of knowing of the tile issue until we started to remove her old devices that the tile was not originally cut out correctly.
I again explained that we would not charge to come out and install the GFI after the tile was cut. She was unsatisfied with this response. So I reminded her that as our electrician was replacing the receptacles specified in the scope listed above he found reverse polarity in the existing wiring. He spent 3 additional hours troubleshooting and repairing her existing wiring that she refused to pay. This was additional labor that was unrelated to the receptacle replacement, but she again refused to pay for the additional time. I told her that we would waive the charge for those three hours of additional time and would wait to hear from her once the tile was cut. We then received this Revdex.com complaint several weeks later.
We have been a member of the Revdex.com for 20 years and have maintained an A+ rating. We strive to keep our customers happy and provide professional electrical solutions in a cost effective manner. In this case I feel the clients expectation of us cutting tile is outside the industry standards of the type of work to be completed by an electrician.
We have also absorbed 3hrs at a cost of 270.00 in additional labor that she felt should be covered. There was no way for us to know the condition of her wiring inside the walls at the time of estimate. In hopes to reach an amicable solution I waived this charge.
Please contact me with any questions,
[redacted] XXX-XXX-XXXX

Original Complaint   (POINT 1 I contracted Bates to convert my generator from Propane to Natural Gas.) (Point 2 The generator was 100% functional before conversion.) Bates completed the conversion. When I verified the generators operation, the generator didn't run at all. (Point 3 Bates then...

came back out and got the generator running. The generator was surging.. Fast and slow Fast and Slow.)(Point 4 I then had Bates come out again and paid them additional funds as the generator needed maintenance to only find out the governor on the generator was no longer working and was none replaceable.) The generator worked fine until Bates worked on it. I'm into this for over $800 and have a none working generator.(Point Five I have repeated called Bates and the rep ([redacted]) will not return my calls......) Complaint Background: Product/Service: [redacted] Generator Purchase Date: 5/18/2017 Problem Occurred: 5/18/2017 Model: 7KW Account Number: Order Number: Talked to Company: 5/19/2017 Talked to Company (2nd): 8/23/2017 Talked to Company (3rd): 8/1/2017 Name of Salesperson: [redacted]  Purchase Price: $800.00 Disputed Amount: $800.00  Desired Settlement:  Refund Refund what I paid you for my generator since Bates broke it.....   My Response   Point 1: April 17th,2017 contract sent to convert existing generator from LP Gas to Natural Gas in the amount of $ 470.00; May 16th,2017 contract signed by Mr. [redacted]; May 18th,2017 work performed with a signed work ticket by Mrs. [redacted] indicating that the contracted work had been completed to a satisfactory level, we also noted on the ticket that the battery was cracked and was told that the customer would replace the battery   Point 2: We are unsure if the existing generator was indeed functional due to the fact that there was not a fuel source present prior to the formulation of the proposal nor when the conversion was completed; and our contract was for the fuel conversion only; we did not supply, wire or install the unit   Point 3: May 25th,2017 Our service tech arrived at Mr. [redacted]s residence upon his request and him stating the generator was not working properly, we discovered that there was a plug missing in the bottom of the air box, we provided and installed the missing plug and started the generator and the unit ran properly, at that time we took a video of the generator running properly;– We did not charge for any time or materials on this visit   Point 4: August 1st,2017 once again our tech arrived at Mr. [redacted]s residence upon his request stating that the generator was not working properly; at this time we verified and confirmed proper fuel pressure from the gas utility company, we verified and confirmed proper spark and ignition, we made a slight adjustment to the voltage regulator(although not crucial to the generator operation we wanted to bring the voltage regulator to exact factory specifications as a way to troubleshoot and weed out any possibilities); after all of the adjustments could be made, the unit was producing low RPM’s, we then called the factory to speak with tech support, they responded that the governer had failed inside the engine and that due to the age and model of the generator they do not have aftermarket or factory replacement parts available and the only solution would be to replace the engine or the entire generator. This information and diagnosis was written down verbatim on our techs service ticket and explained to [redacted] before she signed and received a copy of said ticket – On this trip we did charge a service call fee and for our techs labor in the amount of $ 330.00   Point 5: All of the information was given to the [redacted]s in the field and they agreed to the charges, per signed tickets, checks and credit card submittals; we have also explained these facts to them numerous time over the phone   Bates Electric has been in business for 25+ years performing comparable electrical installation for thousands of customers annually. We take much pride in customer service and satisfaction.   It is extremely rare and unfortunate when a customer feels disservice by our company. We feel that in this case, the scope of work was performed professionally and in the manner specified. Bates Electric formally request that its Revdex.com rating not be tarnished by an unreasonable complaint.

Mrs. [redacted] contacted our service department Sunday July 17th 2016 to contract a licensed electrician. Her residence had a tree fall on her mast. She requested we troubleshoot and repair the mast and meter. Prior to her scheduling the appointment, our service representative explained to Mrs. [redacted]...

the rates associated with this type of service. (It is standard procedure that prior to scheduling any service calls the service representative explains to the customer our rates upfront as well as other associated information. We monitor our calls regularly to ensure the highest quality of service is provided to our customers.) Mrs. [redacted] then scheduled an appointment for an emergency service to make needed repairs. Once the technician arrived on site, prior to commencement of work, he explained to Mrs. [redacted] the scope of work to be completed as well as explained the service call rates (another standard procedure to be performed prior to starting any electrical work). The customer must agree to the rates and sign the time and material invoice before the technician starts any work. Mrs. [redacted] signed the contract and the technician proceeded with the electrical installations. Once the work was complete, the technician wen over the completed scope and collected COD. On March 8th 2017, Mrs. [redacted] contacted our office and expressed her dissatisfaction with our services. She claimed her and her neighbor’s meters were installed incorrectly. She felt she deserved a full refund due to charges she received from Ameren Missouri. Our service representative explained to her that we would contact Ameren to determine the cause of the issues at hand. Upon contacting Ameren, our service representative requested a copy of the documentation she received from Ameren about her accounting issues. The letter in question from Ameren Missouri is attached for your review. Upon receipt and review March 16th 2017. Our Vice President and Chief Operating Officer [redacted] contacted Mrs. [redacted] via email. He informed her that after reviewing Ameren’s letter and discussing the project with our electrician we have the following facts. *Per our electrician, the meter glass was damaged when the riser pipe bent forward. It cracked the glass and was to be replaced by Ameren prior to energizing. Only one side of the meter had damage and he reinstalled the damaged meter socket back in that location. He was confident that he would not have switched meter locations as it was easy to tell which was in good condition and which was defective and needed to be replaced by Ameren. *Secondly, Ameren’s letter states that the incorrect charges were due to “a processing error on your account.” This in no way states that our electrician made a mistake or that the meters were installed in the wrong location. Luckily Ameren’s letter does show that they gave you full credit for the overages that they charged you for. With these facts, we see no fault related to Bates Electric’s installation and can offer no discount. If further information is available, please feel free to submit for further review. We have strict policies in place that both our service representatives and technicians follow in order to make sure the scope of work and related charges are not “hidden” from our customers. However, in this circumstance no fault was related to Bates Electric but rater with Ameren Missouri. The issue was resolved by Ameren Missouri at no additional cost to the customer. She received a refund from Ameren Misoouri.

Initial Business Response /* (1000, 7, 2015/08/21) */
Contact Name and Title: [redacted] / C.O.O.
Contact Phone: XXX-XXX-XXXX
Contact Email: [redacted]-electric.com
Bates electric provided a proposal to Mrs [redacted] on June 19th, 2015. The scope she approved is listed...

below:
Scope #2: Miscellaneous Electrical - Utilize Existing Circuitry
Exterior
Remove
(2) Receptacles and covers and replace with (2) Weatherproof GFI receptacles with in-use cover
Half Bath
Remove
(1) Receptacle and replace with (1) ground fualt recpetacle and cover plate
Master Bath
Remove
(1) Receptacle and replace with (1) ground fualt recpetacle and cover plate
Kitchen
Remove
(3) Receptacles and replace with (3) ground fault recpetacles and cover plates

Initials of Acceptance: ______
Page 1 of 3
Lower Level Laundry
Remove
(1) Receptace and replace with (1) simplex receptacle and cover plates
Schedule of Values: In full at completion
Terms: C.O.D./Technician to collect on site
Estimated Total: $375.00
Senior Discount: ($11.25)
Revised Total: $363.75
The customer signed off on this scope of work and contacted our office to schedule the installation. When our technician arrived on site he was able to complete all of the items listed above with the exception of one of the kitchen receptacle. The existing standard receptacle that we proposed to replace with a GFI type receptacle is wider than the older traditional type receptacle. When our technician remove the plate he noted that the tile had not be cut out as wide as the outlet box. Therefore it did not provide adequate space for him to install this new device. He explained to the customer that the tile would need to be cut by a tile setter or someone with expertise in cutting the tile without cracking it or damaging her wall surface. Mrs [redacted] asked him to go ahead and cut the tile. He explained that he did not feel comfortable attempting to cut the tile as he did not have the appropriate tile tools. He explained that he is a professional electrician, and for this item he recommended she get a professional tile person. Our technician explained that once the tile was cut we would make an extra trip out to her home and install this last GFI receptacle at no cost to her.
The customer then contacted our office and spoke with myself, [redacted]. She again requested that we cut the tile. I explained that we do not have the tools to cut the tile nor had in the bid. I went on to explain that we had no way of knowing of the tile issue until we started to remove her old devices that the tile was not originally cut out correctly.
I again explained that we would not charge to come out and install the GFI after the tile was cut. She was unsatisfied with this response. So I reminded her that as our electrician was replacing the receptacles specified in the scope listed above he found reverse polarity in the existing wiring. He spent 3 additional hours troubleshooting and repairing her existing wiring that she refused to pay. This was additional labor that was unrelated to the receptacle replacement, but she again refused to pay for the additional time. I told her that we would waive the charge for those three hours of additional time and would wait to hear from her once the tile was cut. We then received this Revdex.com complaint several weeks later.
We have been a member of the Revdex.com for 20 years and have maintained an A+ rating. We strive to keep our customers happy and provide professional electrical solutions in a cost effective manner. In this case I feel the clients expectation of us cutting tile is outside the industry standards of the type of work to be completed by an electrician.
We have also absorbed 3hrs at a cost of 270.00 in additional labor that she felt should be covered. There was no way for us to know the condition of her wiring inside the walls at the time of estimate. In hopes to reach an amicable solution I waived this charge.
Please contact me with any questions,
[redacted] XXX-XXX-XXXX

Over a 9 month period, my brother, sister and I used a lot of different services in getting our parent’s home ready to be sold. We had some very bad experiences. We were finding that poor service was the norm. The office staff and electricians at Bates were different and the very best we encountered. They exceeded our expectations by providing extremely prompt, thorough service in a personalized manner. In a time crunch to get work done before we closed on our house in less than two days, everything inside and out was updated and inspected. Additionally, the fact that the office staff kept us so informed throughout was priceless.

Above and Beyond Service !!

[redacted] in customer service contacted me on a SUNDAY...after I requested a bid on Saturday night...I have not seen such great customer service in a very long time...my other bids were put off because of some problem or circumstance by the companies and left with the feeling that they really didn't want to do the work...Revdex.com highly rated Bates Electric...so I chose them to do the work I needed done...The Tech sent out...[redacted]...extremely knowledgeable and you could tell he has a lot of experience at what he does and was not happy until I knew exactly what needed to be done and WHY so I could fully understand...he talked TO me not THROUGH me even though I am no expert. The work is done to CODE...and the inspector approved it and noted that it was a very good job... I HIGHLY recommend Bates Electric and would not hesitate to use them again and WILL recommend them to others