Dear Electric Inc

Horrible. This company takes your information each time they speak with you. Which for me was 6 times to verify my name, address and phone number. I had an appt which they never showed up for nor called. I had to call them 3 times the day of the appt and each time I was told someone would call me and they never did. 2 days later they called to say their was a misunderstanding and I never had an appt. Really? why didn't someone in the 6 times I talked to them ever mention that. I would never recommend this company

In response to *** and *** ***, Dear Services afforded the *** the same Dear Guarantees that we extend to all our customersWe stand behind all our Electric, Plumbing, Heating and Cooling ServicesUnder our Workmanship Guarantee: If, when we have finished in your home and our expert(s) have not performed in accordance with our high-standards, we will refund whatever portion of the purchase price our customer feels to be fair and reasonableAlso under our Satisfaction Guarantee;We agree to accept responsibility for our customer’s complete satisfaction with the materials we use and the workmanship we provideDuring the first year, if our customers are dissatisfied with the performance of the equipment, our service or our people for any reason, we will do whatever it takes to make it right and correct the problem to your satisfactionIf a customer is unhappy with their installation and we cannot fix it, we will remove the system and refund 100% of the original investment at any time during the first year.All these guarantees were afforded and readily available to the ***’sHere at Dear Services we stand by our word and value our customersIn response to the *** compliant, we exhausted all our options to make these right and since we were not able to come to an agreement that would satisfy the ***’s, on July 7, we refunded *** and *** *** the full amount of the install and the initial dispatch fee that was charged to them in the amount of

Complaint: ***
I am rejecting this response because: The name and model number of the unit installed was provided to me over the phoneHowever, I have not yet received an invoice that included an itemized summary of the cost of the actual unit versus the service fee that was charged for the installation (i.e., labor) I have reached out to the Department of Industry and Labors for electricians for Washington state and they have confirmed that this type of itemized invoice is considered reasonable and customary by their standardAt this point I only have an invoice with a single line description referring to the replacement of this unit followed by one single chargeI am therefore requesting an itemized invoice to clarify the fee breakdown between the actual cost of the installed unit versus the fee that was associated with the labor for installation.
Sincerely,
*** ***

In response to the above compliant, there was some misunderstandings about was included in the original plumbing estimateBut after speaking with all parties involved in the beginning of the project and the customer we were able to get this work outed and the move forward with the project.In
regards to the delay in scheduling, we have made multiple trips out the site and were unable to complete the service requested due to other contractors projectsAlso there were a few trips out where customer supplied materials were not on site which forced us to reschedule. Since then we were able to explain the customer that we will be unable to complete the job without the materials on site and to call us when they arrive and we will schedule to come back and finish.We have been out three times 9-15-17, 10-20-17, 10-27-17, and will make the final touches next week

On April 21, 2017, DEAR Services called Mr*** ***, responding to a request through Networx.com. We spoke directly with *** *** regarding replacing the existing electrical range for a new gas range and scheduled a consultation visit for 4/27/ On April 27, 2017, our
expert (Joel) arrived and discussed the job with ***, and provided a written estimate based on the information providedAt this time *** *** understood that the routing would depend on the actual range they purchasedThe installation was scheduled for 5/3/2017, as the range was not purchased nor on site and would be by 5/3/ On May 3, 2017, our expert arrived and spoke with Mrs*** ***, and was informed that the range had not arrived yet, and that *** was at workMrs*** *** did not want to reschedule or wait until the range arrivedWe were directed to install the gas pipe in the location she understood the range would need to be fed fromThis included drilling through cabinetry, which Mrs*** was well aware ofThe installation was completed and Mrs*** paid in full. *** *** called Dear’s office after the range arrived, and wanted us to modify/fix the installation because he believed it was in the wrong locationI explained to *** that Mrs*** had instructed us to install the gas line in the specific location based on the range she planned on purchasing. DEAR was more than willing change the gas pipe location, but explained to *** that there would be added costs, as the initial installation was done according to instructions from the customer, Mrs***Mr*** *** would not agree to added costsI then offered to remove the gas pipe at no additional costWe scheduled our expert to arrive on 5/17/to remove the gas pipe On May 17, 2017, Mr*** *** was not home, and we were directed again by Mrs*** *** Our expert (Joel) has 35+ years experience in residential, commercial and industrial heating, cooling and gas piping projects, and is EPA certifiedAll materials were installed to code and sized based on the information given by Mrs*** ***Most, if not all, of our projects require a permit without exception, which was explained to Mrs*** ***I believe the issue is a miscommunication between Mrand Mrs***, and Dear fulfilled our responsibilities per the direct instructions of the customer each time we interacted

DEAR Services has spoken with the above customer on four occasions via phone, email and social media. We have since then provided the customer with the make and model of the unit and a full explanation of the services that were rendered as well as the cost factors of the total paid on...

11/21/2017.

Hello, we are so sorry that you are not satisfied with our service and do apologize for that. Our records show that our Electrical Team came to your home to install: 1 new silver level fan, 1 new door bell, 1 new door bell transformer, and 1 new switch (complementary), as well as a troubleshoot the fan. Our electricians showed in their findings that the fan was full of grime and filth, and our team recommended that it be replaced, which you agreed would be best for your family's health.

Complaint: [redacted]
I am rejecting this response because:We acknowledge the receipt of Dear Services' full refund, however, not for the reason as of what they stated, “value their customers”. Instead, Dear Services' is the worst customer service we’ve ever experienced. As Revdex.com might have noticed, they have been lying and have provided false statements even during the investigation. Dear Services has no integrity and basic social morality. It’s such a shame of claiming themselves to be valuing their customers. In fact, throughout the entire interactions, they never offer apology in any kind.  Save customers’ efforts to deal with them. Period! 
Sincerely,
[redacted]

From: [redacted] <[redacted]> Sent: Thursday, May 3, 2018 12:00 PM To: Complaints <[email protected]> Subject: Complaint [redacted]   Revdex.com, I received the email regarding the closing of my complaint.  I do apologize for the delay in getting a response to you.  I reject the explanation since the business went about finding the most expensive solution to the problem I was having rather than listening to the problem I was having and do a proper troubleshooting.  Their response fails to take responsibility for taking full advantage of the situation - after all, they are the experts I was engaging - and offering any kind of financial restitution for the mistakes they made that were very expensive.  I would like you to get in touch with me at [redacted] to let me know the status of this complaint. [redacted]

Complaint: [redacted]
I am rejecting this response because:The plumber came to our house and asked us to buy the trim material like the nuts and bolts and screws...It was surpring because I never heard or saw till date any plumbing company who has taken a Job would ask the customer to buy the nuts and screws and the trim parts. The plumber came and gave list of small parts to be bought..so what I did was because I did not wanted them to give any further excuses and delay the process, the same day I went to the home depot and bought all the parts. The total cost for those parts was $181 only and I can't believe this that a company who took so much money from us did not have $181 to spend for the trim parts. I am not a plumber. It was a tedious task for me to find all those parts. When I my family asked the plumber why do we need to buy the parts he said David the owner to him so....so I really don't understand why David is doing this with us. It was no the case when David came to take the project from us 5 months back and also recently when he visited our home. This is harassment because with common sense any oerson can understand and see what they are doing is unethical. In a service industry customer satisfaction is the primary goal and what they are doing is the opposite. I am signed up as a premium member and if they are doing this with a premier customer what will happen to the small Jobs which they are taking. I presently want this Job to be completed ASAP without further delays.
Sincerely,
[redacted]

Hello, we are so sorry that you are not satisfied with our service and do apologize for that. Our records show that our Electrical Team came to your home to install: 1 new silver level fan, 1 new door bell, 1 new door bell transformer, and 1 new switch (complementary), as well as a troubleshoot...

the fan. Our electricians showed in their findings that the fan was full of grime and filth, and our team recommended that it be replaced, which you agreed would be best for your family's health.

Complaint: [redacted]
I am rejecting this response because:The Dear Service has no bottom line in lying even in their responses, just like what they did to their customers. We have listed all false statement as follows. Nobody directed Joel to do anything through the entire project. As neither [redacted] nor [redacted] has knowledge in home project of this sort, how could we direct a professional to install the gas pipe in a specific way?  On May 3, 2017 Joel installed the gas pipe as what he initially proposed BEFORE the gas range arrived. He even had a conversation with the Home Depot technician upon the delivery of the gas range.  Evidence can be provided upon request. We are again shocked by the fact that Dear Service made such a barefaced lie about the timeline in their response. Joel never showed us the city permit prior to or during the project.Let’s see what have actually happened:      On April 27, 2017, Joel discussed with [redacted] and [redacted] was at work. In this first visit, Joel directly suggested to drill through cabinetry to install the gas pipe without mentioning the possibility of issues with connecting to gas ranges (it later turned out to be a fatal failure due to Joel’s unawareness of gas range models. We will explain in details later). Prior to Joel, we consulted with another company. They suggested to pipe it through sheetrock. As Joel’s proposal would minimize the damage and consequent work, we decided to go with Joel’s proposal. WE NEVER DIRECTED JOEL TO DO ANYTHING. This is our first gas piping project. Neither [redacted] nor [redacted] has prior experience in this kind of home project. We solely rely on professional’s knowledge. Our experience clearly shows that Joel is not an expert but a liar!       In the morning of May 3, 2017, when Joel was close to finishing his installation of the gas pipe, the gas range we purchased from Home Depot arrived. Home Depot technicians actually moved the new gas range to the kitchen, but then they found out that the gas range cannot be connected to the newly installed gas pipe as the pipe was installed to the side rather the back of the gas range. Joel was right on the spot and spoke with the Home Depot technician. Joel even suggested “you can always drill a hole on the side of the range”. “No, you can’t” the technician declined Joel’s suggestion right away. Sounds ridiculous, right? Joel suggested so because that’s the only way to make his useless work useful. Coincidently, the Home Depot technician found broken range nob and due to the deficit, they hauled the gas range back and re-arranged another time with us (However, due to the failure of the gas pipe project, we had to cancel the order later on). We can provide delivery form, and ask for time stamps and Home Depot’s assistance if necessary.      Joel was right there through the entire conversations and he was fully aware that the failure of the project was because of his incompetence. In fact, he admitted to [redacted] that he never did any gas piping project except his own home project, which was in 2003/04. As the gas piping is a failure, he also suggested to look for a model that can possibly be connected from side. We then called both Home Depot and Lowe’s and explained our situation to them; unfortunately, NO model exists in the current market, which can work that way. We’ve been extremely patient and flexible through this project. Dear Service has no bottom line in lying to our face and even to Revdex.com during the investigations.        At the site, Joel suggested to re-pipe through the sheet rock and re-wiring, which would add another $1650 (his written form can be provided). [redacted] discussed it with [redacted] over the phone. To us, it is not a modification but a new project. Also we should not be responsible for the cost of changing the gas line, because it is Joel’s proposal to pipe the gas line through cabinetry, which didn’t work out. We paid him to do a successful project not an experiment. Given Joel’s incompetence in gas piping and unprofessionalism, we both agreed that we cannot afford to take the same risk/mistake of letting Joel do the project again. One thing we have to point out - Joel never offered to uninstall it until we later called Dear Service and spoke with David [redacted], the owner of Dear Service. It was too a horrible experience, as we explain later.       [redacted] paid in full only because she wanted Joel to wrap up his work and leave.  There is NO indication of satisfying Joel’s work. Dear Service totally biasedly interprets it. We thought we could resolve the issue with Dear Service. Obviously, we are too optimistic and naive.        On May 17, 2017, after several exhausting calls, Joel and another employee were sent to our home to uninstall the gas pipe as what [redacted] and David [redacted] have agreed upon over the phone. NOBODY DIRECTED JOEL ONSITE TO DO ANYTHING. We’ve stated in our previous submitted statement on why we had to have them uninstall it without giving them the second chance to fix it.      With regards to the city permit, [redacted] asked Joel on his first visit whether the permit is required, and Joel affirmably said no. We chose to believe him. But, we have not realized that we’ve been cheated until we consulted with a PSE certified gas piping technician. We then asked Joel for city permit. He said he was in the process of obtaining one. Obviously, this is totally contrary to what Dear Service was testifying in the statement. This is another example of dishonesty and misconduct of the company.         If Joel is a very experienced expert in this area as claimed by Dear Service, why he was not aware that the location of connection to gas pipe of all current residential gas range models is at back rather than on the side? How could his expertise result in such an obvious failure? If he is an expert, how could he ridiculously suggest to drill a hole on a new gas range and was rejected by Home Depot technician onsite?       We have to emphasize again, NOBODY DIRECTED JOEL TO DO ANYTHING THROUGHOUT THIS PROJECT. Dear Service lied in the statement about the fact that Joel was onsite when the gas range arrived and he even talked with the Home Depot technician. They also lied that Joel was fully aware of the failure of his project and he attempted to save it by suggesting to look for other models or drill holes on the gas range to make it work. Neither worked out. He also proposed a NEW project (not an add-on) to re-pipe it through sheetrock, which costs $1650. We don’t think he is competent; also considering his work ethics and unprofessionalism, we turned down his proposal.        Last, but not least, Dear Service shows no respect and has no dishonesty to their customers, including David [redacted], the owner. Throughout the entire mess, Dear Service never apologized for their misconduct and troubles caused to their “Dear” customers. This company has no basic moral standard and is full of lies. At of writing up this long statement, we feel that our precious time has been wasted on recalling all the facts to testify our statements. On the other hand, we feel it’s our obligation to let Revdex.com know what have actually happened to customers like us and more importantly request a thorough investigation on the misconduct of Dear Service to save customers like us from being victims and going through the mess of such.        We remain requesting full refund from Dear Service ($781) plus $31.9 the dispatching fee, which was forgotten in our initial claim.