D & L Electrical Services & Solutions, Inc.

Revdex.com:
I have reviewed the response made by the business in reference to complaint [redacted], and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
 
[redacted]>The call was to troubleshoot an inoperable thermostat.  Our first appointment with this customer was on 10/29/14 between 9:00 and 10:00 a.m.  I called to say that we would probably arrive by 10:30 a.m. as a job had run over in the morning.  Mrs. [redacted] said not to come as she had to leave for work by 11:00 a.m..  We apologized and agreed to reschedule.
[redacted]: My wife called D&L once they were late, they did not call us contrary to [redacted]’s claim. Mrs. [redacted] told D&L she had to leave at 11:30, not 11:00. She has a ten minute drive to work and her shift starts at noon. So she waited over an hour for nothing.
[redacted] >The second visit was11/4/14 at 8:00 a.m. during which time our mechanic troubleshot the thermostat and determined the problem.  He explained it all and we made a plan of several options for repair.  One and one half hours were spent at the visit on 11/4/14 and more time on planning the options. A service call is $110 for one hour.  We’ve spent more time than one hour on this.  We took a few days to get back to them with the pricing options.  They took a few days to return our call to schedule the final appointment.
[redacted]: There was no call from them for us to return. They called me at work the following week, very apologetic about forgetting to call to reschedule, and I told them I would speak to my wife about when she was free for another visit and call them to reschedule, which we did. So we allowed them to miss one appointment without complaint. The fact that they are trying to put some onus on us for not returning their call should be telling. At the second appointment (the one they kept) the electrician Mr. [redacted] stated that we needed new baseboard heaters because the thermostat was not sufficient for the amount of electricity being used. My wife put the electrician on the phone with me at work, and I told him to just disconnect two of the four heaters. Why he couldn’t have simply done that at the time I do not know.
[redacted] >The final appointment was made for 11/12/14 at 9:00 a.m.  When our mechanic called to remind the [redacted]s that we had to install a box to safe off the wires for one of the disconnected heaters because leaving the wires in the heater, as it was missing it’s end cap, would be unsafe.  Or we could install a new smaller section of heat.  We had not received confirmation of what they wanted as Mr. [redacted] states in his complaint.  He neither “explicitly” nor “repeatedly” told us anything. 
[redacted]: That is not true, she is speaking as though she had been party to the conversation but she was not. She must be repeating what her tech told her as if it were fact. Again, I initially told him to disconnect one or two of the heaters. That’s an explicit instruction. We first discussed replacing two heaters, as well as disconnecting one or two heaters. He told me initially that two heaters wouldn’t be sufficient, then told me that he had miscalculated the space in the room and two of the existing heaters would be sufficient. The last time we spoke he said that he was going to order a new heater or heaters, which amounts to a flip and a flop and a flip again. In fact, the last time we spoke after their second missed appointment, he told me that he hadn’t ordered the new heaters that I had told him I didn’t want, that he told me I didn’t need, so I don’t know what he might have been prepared to do had he kept that appointment. However you slice it, my attempts to get him to disconnect two heaters amounted to repeated, explicit instructions as to what he should do. He also said that he might have to replace the breaker and/or thermostat, with which I was amendable if necessary.
[redacted] >Mrs. [redacted] didn’t seem to know what we were supposed to do and told us not to come.  Subsequently, Mr. [redacted] called and rudely spoke with our mechanic exactly as he states, he “no longer wanted D&L to perform any work, and not to bother billing me”.
[redacted]: Mrs. [redacted] didn’t know what D&L was supposed to do? D&L didn’t know what they were supposed to do, and finally ignored my order to disconnect two heaters and talked about ordering new heaters after their final missed appointment.  My wife told the tech not to come after he said, “I just found out about this job,” and would not be able to make it by 8am. As far as my being rude, after I told him that their services were no longer needed and not to bother billing us, I said goodbye to Mr. [redacted] but he did not return the courtesy, so I hung up.
[redacted] >On no occasion was Mrs. [redacted] kept waiting for hours.
[redacted]: She waited for them the first time and they missed their commitment, then she got up early on her late work day for the third appointment but their tech was not even informed that he even had the appointment as he told her, so she waited for nothing twice.
[redacted] >Mr. [redacted] learned from us how exactly to fix the problem.
[redacted]: And I chose to disconnect one or more heaters, yet they were prepared to order new heaters when they missed their final appointment. Again, without the heaters he thought he was going to install, which I told him I didn’t want, I don’t know what he was planning to do had he kept the appointment.
[redacted] >He has an unsafe condition in his home and it will continue to overload the circuit and burn up the thermostat. I believe that we did as much as any honest business can do to accommodate a customer.  I do not feel that whether or not I charge for a service call should bear in the Revdex.com decision in this matter.  This customer received a service call to troubleshoot their problem, as they requested.
[redacted]: We were more than willing for D&L to do the work had they been willing to do what we requested and not missed two appointments. We did not request to be stood up twice, not to mention son being unable to move into the in-law suite for three weeks due to D&L’s nonperformance.
[redacted] >I look forward to a favorable decision and not having a negative report on the Revdex.com website.  If there is anything still unclear, I would appreciate further contact from the Revdex.com.
[redacted]: If Revdex.com issues a decision favorable to D&L, I don’t know how poorly a business must have to perform for Revdex.com to issue an unfavorable decision to it. I’m sure that D&L performs satisfactorily for most of their customers or they wouldn’t be in business. When we have an unhappy customer, we make him happy whether it’s just fixing our mistake or waiving a fee or whatever it takes. Had D&L just done the job, or just admitted screwing up and not billing us, this would all be forgotten. Rather, we are being treated to the breathtaking misrepresentations above, compounding their initial misbehavior geometrically.
As far as we’re concerned, to resolve this problem D&L must send us a $0.00 invoice and I will be happy to withdraw my complaint.
Sincerely,
[redacted]

We will not pursue the open invoice.  Please consider the issue closed and request that Mr. [redacted] withdraw his complaint.Please advise.

The call was to troubleshoot an inoperable thermostat.  Our first appointment with this customer was on 10/29/14 between 9:00 and 10:00 a.m.  I called to say that we would probably arrive by 10:30 a.m. as a job had run over in...

the morning.  [redacted] said not to come as she had to leave for work by 11:00 a.m..  We apologized and agreed to reschedule.   The second visit was11/4/14 at 8:00 a.m. during which time our mechanic troubleshot the thermostat and determined the problem.  He explained it all and we made a plan of several options for repair.  One and one half hours were spent at the visit on 11/4/14 and more time on planning the options.  A service call is $110 for one hour.  We’ve spent more time than one hour on this.  We took a few days to get back to them with the pricing options.  They took a few days to return our call to schedule the final appointment.   The final appointment was made for 11/12/14 at 9:00 a.m.  When our mechanic called to remind the [redacted]s that we had to install a box to safe off the wires for one of the disconnected heaters because leaving the wires in the heater, as it was missing it’s end cap, would be unsafe.  Or we could install a new smaller section of heat.  We had not received confirmation of what they wanted as Mr. [redacted] states in his complaint.  He neither “explicitly” nor “repeatedly” told us anything.  [redacted] didn’t seem to know what we were supposed to do and told us not to come.  Subsequently, Mr. [redacted] called and rudely spoke with our mechanic exactly as he states, he “no longer wanted D&L to perform any work, and not to bother billing me”.   On no occasion was [redacted] kept waiting for hours.   Mr. [redacted] learned from us how exactly to fix the problem.   He has an unsafe condition in his home and it will continue to overload the circuit and burn up the thermostat.   I believe that we did as much as any honest business can do to accommodate a customer.  I do not feel that whether or not I charge for a service call should bear in the Revdex.com decision in this matter.  This customer received a service call to troubleshoot their problem, as they requested.   I look forward to a favorable decision and not having a negative report on the Revdex.com website.  If there is anything still unclear, I would appreciate further contact from the Revdex.com.   Sincerely,   President

Review: I selected "Customer service failed to provide assistance" because it is the closest option available to describe my complaint.

D&L employee [redacted] missed our appointment at our home on Oct. 29. Their service representative failed to call to reschedule for several days. [redacted] kept the second appointment, during which we decided over the phone what work would be performed. [redacted] missed our next appointment on Nov. 11 or thereabouts, during which he was supposed to disconnect two space heaters, and replace a thermostat and breaker. He told my wife over the phone that he was going to *replace* a space heater, which I had repeatedly and explicitly told him I didn’t want him to do when we discussed our options.

I told him when we last spoke on the phone that I no longer wanted D&L to perform any work, and not to bother billing me. Today we got a bill for $110.00. They made no offer to compensate us for the two occasions that my wife sat here for hours waiting for nothing.Desired Settlement: D&L wants to be paid for keeping 33.3% of the appointments they scheduled, and we wish to be compensated for wasting our time waiting for nothing. We would consider it a wash if they dropped any further attempts to collect this bill.

Business

Response:

The call was to troubleshoot an inoperable thermostat. Our first appointment with this customer was on 10/29/14 between 9:00 and 10:00 a.m. I called to say that we would probably arrive by 10:30 a.m. as a job had run over in the morning. [redacted] said not to come as she had to leave for work by 11:00 a.m.. We apologized and agreed to reschedule. The second visit was11/4/14 at 8:00 a.m. during which time our mechanic troubleshot the thermostat and determined the problem. He explained it all and we made a plan of several options for repair. One and one half hours were spent at the visit on 11/4/14 and more time on planning the options. A service call is $110 for one hour. We’ve spent more time than one hour on this. We took a few days to get back to them with the pricing options. They took a few days to return our call to schedule the final appointment. The final appointment was made for 11/12/14 at 9:00 a.m. When our mechanic called to remind the [redacted]s that we had to install a box to safe off the wires for one of the disconnected heaters because leaving the wires in the heater, as it was missing it’s end cap, would be unsafe. Or we could install a new smaller section of heat. We had not received confirmation of what they wanted as Mr. [redacted] states in his complaint. He neither “explicitly” nor “repeatedly” told us anything. [redacted] didn’t seem to know what we were supposed to do and told us not to come. Subsequently, Mr. [redacted] called and rudely spoke with our mechanic exactly as he states, he “no longer wanted D&L to perform any work, and not to bother billing me”. On no occasion was [redacted] kept waiting for hours. Mr. [redacted] learned from us how exactly to fix the problem. He has an unsafe condition in his home and it will continue to overload the circuit and burn up the thermostat. I believe that we did as much as any honest business can do to accommodate a customer. I do not feel that whether or not I charge for a service call should bear in the Revdex.com decision in this matter. This customer received a service call to troubleshoot their problem, as they requested. I look forward to a favorable decision and not having a negative report on the Revdex.com website. If there is anything still unclear, I would appreciate further contact from the Revdex.com. Sincerely, President

Consumer

Response: