Certified Electrical Technologies

[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.] Revdex.com: We have accepted a $refund from CET to resolve this complaint Regards, [redacted]

We have had ongoing communication with *** *** regarding this issue. To date we have offered a 100% refund of the $175 labor difference between the ESTIMATED amount and the actual amount. The only remaining difference is the $difference in material used on the job that was unknown at the time of the emailed estimate. *** *** has refused this offer insisting that although he accepted the job to be done on a time and material basis, our sight-unseen estimate should be regarded as a fixed-price amount. We have also offered a 100% refund of the difference between the estimated cost and actual cost if we can remove the extras materials used in the job. This offer has been rejected by *** *** as well

Thank you for bringing this issue to my attentionAs you may know, Certified Electrical Technologies has been performing electrical service in the Washington, DC area for over years and we pride ourselves on superior customer serviceWe are the top-ranked electrical firm in the area according
to local and national ranking servicesThis is due to attention to detail, excellent communication and a willingness to try to make every customer 100% satisfied.This situation is somewhat disturbing since the customer, *** ***, contacted me after the project was completed and asked a number of questions about the projectHe indicated that he was 100% satisfied with the quality of the job, but his questions centered around the difference between the estimated cost and the final cost of the jobWe had an email exchange where he asked a number of questions and I answered every questionAt no time did he request, or even suggest, that we make an adjustment to the cost.As I mentioned we have been in business for a long time and our experience has shown that Customer Service issues typically are due to a breakdown in communicationIn this case, as in the vast majority we encounter, the breakdown in communication is not between us and the customer, but rather between husband and wife*** *** contacted us about the job and was the sole contact that we had, which spanned several months*** *** only became involved in the matter after the project was completed.Like we do in many cases, we provided an estimate via email based on photos and the description of the project as described by *** ***She was also home when our tech performed the workWhen we provide an estimate we clearly indicate that our charges are based on time and material, which *** *** acknowledges in his letter to youEstimates are just that, a good faith estimate of the charges based on the information that we haveWe also give every customer the opportunity to receive an onsite estimate if they prefer that method*** *** did not wish to have an onsite estimateWe pride ourselves on preparing our techs with both the correct project information and materials that are required for any projectWhen our tech arrived onsite and had an opportunity look things over, it was obvious to him that the project was different than we anticipatedHe brought these Issues to *** ***'s attention and also let her know that additional materials were needed to complete the projectShe requested that he proceedUpon completion she signed the invoice (see attached) indicating her acceptance of the work and the charges.In retrospect we assume that *** *** did not inform *** *** of all of the project details that were discussed or the additional work that was required to complete the work.It is now apparent that the original estimate was not accurate based on either incomplete information or incorrect assumptionsThis is why we tell customers that the pricing is an estimate, not a fixed costThere was no deceit or dishonesty in determining the final cost of the projectWe feel that we provided and both a good faith estimate and let the customer know to expect additional charges after seeing the project.That being said, as mentioned earlier, we strive for 100% customer satisfactionIn this case 100% customer satisfaction is not possible based on *** ***'s letter implying dishonestyWe also do not think that it is fair that we accept the financial responsibility for an apparent misunderstanding between us and *** ***, but likely between **and *** ***.Since customer service is of prime importance to us, we are amenable to a mutually agreeable settlementIf *** *** had requested a financial solution in our discussion, we would have resolved the issue immediately, Since he has requested that the Revdex.com intervene on his behalf, instead of working this out with us, we will work with the Revdex.com on a resolution

[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.]
Revdex.com:
We have accepted a $175 refund from CET  to resolve this complaint.
Regards,
[redacted]