Bates Electric

Mrs [redacted] contacted our service department Sunday July 17th to contract a licensed electricianHer residence had a tree fall on her mastShe requested we troubleshoot and repair the mast and meterPrior 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 informationWe 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 repairsOnce 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 workMrs [redacted] signed the contract and the technician proceeded with the electrical installationsOnce the work was complete, the technician wen over the completed scope and collected CODOn March 8th 2017, Mrs [redacted] contacted our office and expressed her dissatisfaction with our servicesShe claimed her and her neighbor’s meters were installed incorrectlyShe felt she deserved a full refund due to charges she received from Ameren MissouriOur service representative explained to her that we would contact Ameren to determine the cause of the issues at handUpon contacting Ameren, our service representative requested a copy of the documentation she received from Ameren about her accounting issuesThe letter in question from Ameren Missouri is attached for your reviewUpon receipt and review March 16th Our Vice President and Chief Operating Officer [redacted] contacted Mrs [redacted] via emailHe 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 forwardIt cracked the glass and was to be replaced by Ameren prior to energizingOnly one side of the meter had damage and he reinstalled the damaged meter socket back in that locationHe 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 locationLuckily Ameren’s letter does show that they gave you full credit for the overages that they charged you forWith these facts, we see no fault related to Bates Electric’s installation and can offer no discountIf further information is available, please feel free to submit for further reviewWe 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 customersHowever, in this circumstance no fault was related to Bates Electric but rater with Ameren MissouriThe issue was resolved by Ameren Missouri at no additional cost to the customerShe received a refund from Ameren Misoouri

Over a month period, my brother, sister and I used a lot of different services in getting our parent’s home ready to be soldWe had some very bad experiencesWe were finding that poor service was the normThe office staff and electricians at Bates were different and the very best we encounteredThey exceeded our expectations by providing extremely prompt, thorough service in a personalized mannerIn 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 inspectedAdditionally, 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...***...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 expertThe work is done to CODE...and the inspector approved it and noted that it was a very good jobI HIGHLY recommend Bates Electric and would not hesitate to use them again and WILL recommend them to others

Initial Business Response / [redacted] (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, 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 of 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: $ Senior Discount: ($11.25) Revised Total: $ The customer signed off on this scope of work and contacted our office to schedule the installationWhen our technician arrived on site he was able to complete all of the items listed above with the exception of one of the kitchen receptacleThe existing standard receptacle that we proposed to replace with a GFI type receptacle is wider than the older traditional type receptacleWhen our technician remove the plate he noted that the tile had not be cut out as wide as the outlet boxTherefore it did not provide adequate space for him to install this new deviceHe 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 surfaceMrs [redacted] asked him to go ahead and cut the tileHe explained that he did not feel comfortable attempting to cut the tile as he did not have the appropriate tile toolsHe explained that he is a professional electrician, and for this item he recommended she get a professional tile personOur 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 tileI explained that we do not have the tools to cut the tile nor had in the bidI 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 cutShe was unsatisfied with this responseSo I reminded her that as our electrician was replacing the receptacles specified in the scope listed above he found reverse polarity in the existing wiringHe spent additional hours troubleshooting and repairing her existing wiring that she refused to payThis was additional labor that was unrelated to the receptacle replacement, but she again refused to pay for the additional timeI 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 cutWe then received this Revdex.com complaint several weeks later We have been a member of the Revdex.com for years and have maintained an A+ ratingWe strive to keep our customers happy and provide professional electrical solutions in a cost effective mannerIn 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 in additional labor that she felt should be coveredThere was no way for us to know the condition of her wiring inside the walls at the time of estimateIn hopes to reach an amicable solution I waived this charge Please contact me with any questions, [redacted] XXX-XXX-XXXX