H.O. Electric

Really great company, I've found it to be quite hard to find a company that you can rely on and is consistent with there quality of work. After hiring this company for more than one job I am happy to say I have found a company that I can rely on. excellent quality of work every time and great technicians. I highly recommend this company to anyone

Review: H.O. Electric took advantage of a me, a young female homeowner.

I called the company because my heat was not working and the service was a very negative experience as explained below.

Upon entering my home, the two technicians from H.O. Electric asked to see the furnace. They "looked at it" for less than 10 minutes and said they could not determine a problem, so they said they had to run a full diagnostic test for $462. I asked if this would include everything in terms of further cost and they said it would if they could figure out the problem and fix it without any new parts. If they needed any new parts, I would just have to pay for the parts. They did not mention anything about extra labor fees. They made me sign an agreement contract on a tiny digital tablet, without allowing me to fully see the terms of agreement. I feel like this was a scare tactic because I am a single young homeowner who has never dealt with this before and I needed heat as this was a time sensitive matter.

After they ran the diagnostic test, they came inside to tell me that they figured out the problem and that I needed a new gas valve. I asked how much the part would cost and they said it didn't go by the part, they just called their boss and it would be an additional $680. That is not the information I received before I signed off on the diagnostic test. Had they told me the extra fee would be "whatever the boss tells them" I never would have agreed to the test. ALSO, if they properly showed me the entire document on the tiny digital tablet, I would never have signed it. When asked, H.O. technicians at no point showed me a run down of cost. i.e. labor, parts, etc. It is at that point when I asked to be invoiced the $462 and they would not leave. They told me I had to either pay on the spot by check or credit card. I said please tell the owner to invoice me and one of the men was persistent on me paying right then. I refused and again said please have the owner invoice me and the technician said "you don't want to do that. It will go right to collections." Another example of a scare tactic. The invoice was emailed to be almost instantly after the technicians left.

Overall, my experience with H.O. Electric was nothing but negative. I was taken advantage of and completely scammed. Being a young female homeowner, they knew what they were doing in exploiting me. This company must be stopped.

Please look into this matter. I am very upset.Desired Settlement: H.O. Electric should waive the $462 fee for the diagnostic test that I agreed to pay upfront due to unethical exploitation and practices. The technicians never explained the run down of cost and the whole situation was unethical and a scam.

Business

Response:

[redacted] is not a young female homeowner that was taken advantage of as she portraysherself to the Revdex.com, but a cunning, manipulative professional who doesn't wantto pay her H.O. Electric bill as agreed upon per signed contract. [redacted]'s professionaltraining and history experience (see below) grants her an opportunity toexploit and allure companies into working for her and then not paying forservices rendered. She "Strategizes"as she tries to intimidate and blackmail small companies to simply go away without collecting or she slanders them on line with bad reviews like the Revdex.com. Thisis what she has been trained to do. As she states below, her expertise included:Negotiated rates, deals, and contracts with companies. https://www.linkedin.com/pub/[redacted]/20/773/274.As a result, [redacted] was never "takenadvantage of and completely scammed" It is true that [redacted] is new to homeownership.[redacted] called H.O. Electric because she had no heat on a Sunday in December. H.O.Electric was there the next morning as [redacted] specifically requested to fix herheat. Upon arrival, H.O. Electric gave [redacted] options to repair her faulty heatingsystem. Since [redacted] is not only a home owner but a landlord with a tenant,fixing her heating system should be a good thing. Overall, [redacted]'s experiencewith H.O. Electric should be good as well. [redacted]'s faulty heat, is her onlynegative. I think she is unhappy with her heat, not H.O. Electric. [redacted], welcometo homeownership. H.O. Electric is very transparentin the way we conduct our business. We are up-front on our flat rate pricing.As a result, no break down is given on parts and labor. We collect C.O.D. Allof our calls are recorded according to FCC rules. Customers agree to our termsand conditions prior to scheduling. All of our terms and conditions are locatedin plain site on our contract. [redacted] agreed to all our terms and conditions uponsignature when she contracted us. As a result, there is no basis for [redacted]'scomplaint. SummarySpecialties:marketing, public relations, advertising sales, andsocial mediaExperiencePublicist[redacted]

[redacted]August 2011 – Present (3 years 5 months)[redacted], MA• Generate regional campaigns for clients• Coordinate campaign execution between internal departments, third-partyvendors, and media outlets• Conceptualize campaign strategy, determine program directives, clarify scopeof projects, and identify solutions• Develop content including media and promotional partner pitches, social mediaposts, service press releases, and complete audience surveys• Coordinate PA press tours, red carpet events, VIP parties, advancescreenings, and creative stunted events • Delegate responsibilities amongst support team, oversee timelines, and ensurecampaign objectives are meto Notable campaigns: [redacted] and [redacted], [redacted]

[redacted] and “[redacted], [redacted] and [redacted]

[redacted] and [redacted]Publicity and Promotions[redacted]

March 2011 – August 2011 (6 months)AccountExecutive[redacted]June 2010 – October 2010 (5 months)¦ Successfully sold print advertising space to properties andbusinesses throughout Massachusetts¦ Conducted market research, identifed emerging market trends, and introducedmarketing strategies¦ Developed new corporate and small business accounts through effectivemarketing, cold calling, and follow-up¦ Negotiated rates, deals, and contractsPublicity and Promotions Intern[redacted]June 2007 – August 2009 (2 years 3 months)¦ Researched marketing information for U.S. theatre locations¦ Conducted competitive market analysis of promotional and sponsorship programs¦ Created Media Advisories and Press Releases to attract media partners ¦ Observed development of children’s programming and reported successfulfigures ¦ Strategized creative plans to promote theater openings and eventsMarketingand Promotions Representative[redacted]

[redacted]February 2009 – May 2009 (4 months)¦ Developed marketing strategies for weekly events, whichincreased overall attendance ¦ Managed advertising by means of various social networking methodsSkills· Advertising· SocialMedia· PressReleases· SocialNetworking· PublicRelations· Marketing· MarketResearch· SocialMedia Marketing· MarketingStrategy· CompetitiveAnalysis· Facebook· Publicity· MediaRelations

Review: Invoice #[redacted]

I called HO Electric to install my dryer. They told me they will charge a $59 fee for a pricing visit and if I hire them the $59 will be deducted from my working bill. Although this sounds weird, I was eager to get my dryer setup and agreed. Two HO guys arrive. After 5 minutes of looking around, one guy told me there are four options, ranging from about $500 to about $2000. He wrote the "options" using a pen on a piece of paper. I asked for an explanation for itemized pricing and a formal pricing for record. They said they forgot to bring the pricing book but there was a book they could bring to me in the next visit. I said I need to think about the options and will call them, gave them the $59, and sent them away.

I thought about the options and decided with the cheapest option (about $500). Then I scheduled another appointment with the company on 08/06. I told the lady who scheduled for me over the phone that I would like to take the option of about $500 but she said she had no idea who went to my house for the initial visit and there was no record for the "options." On the day of my appointment, two different guys arrived. I told them I wanted to have the $500 option form the first visit but they went to do another "pricing." After 5 minutes, one guy told me about several options, ranging form $770 to about $1450. This time, it is not even on paper, but the guy told me the numbers. I was surprised that the pricing was so much higher than from the first visit. They replied that they had no idea about the first pricing. Then I confirmed with the guy the price of the cheapest option, and this time he said it was $870. I was stunned and asked why the price increased in one minute. I was young and healthy and I was very sure I heard right. The guy insisted that he had always said it was $870 and showed me the number from his cell phone. The price was already beyond what I can imagine for installing a dryer (which costs about $600), but I wanted to get the work done. And the other guy insisted that it is a fair price for a licensed electrician. But before I signed the contract I was so upset about the ever-increasing price. I kept asking about why the pricing changed so much between the two visits and asked whether he has a pricing book. The guy then said "we didn't need to do this" and I agreed. The he said: "I have a pricing book but I will not show you." I sent them away. Later that day, I received a collect call and the next day I received a bill of $59 for declining the work (the bill was sent to my husband at my home address).

I talked to several other licensed electrician and one installed for me for $275. After that I went Yelp and there are whole bunch of complains about HO Electric overcharging customers. I hope I had checked Yelp before I called HO.

I think HO Electric is doing their business in an unethical way.

1. They have never shown me a formal pricing book and I have never received formally pricing for the project. They didn't keep pricing records. And the pricing changed considerably from the first visit to the second visit, and in the second visit from before and after one minute. These practices make me feel the prices are set quite randomly and they have no integrity in running business.

2. The pricing is obviously not a fair price, because another licensed electrician did a job at a much lower price.

3. The $59 that I paid them in their first visit is a cheat. I was counting on the $59 fee to be deducted from the working bill, but nobody mentioned it at all over my conversation with the scheduling lady or during the second visit. On my receipt, it says the $59 is the "service club membership" fee. But I received no document about the club membership and nobody talked about it after I have paid it. My perception is that the charge is just fraudulent. And no other electrician I talked to charged for it. And HO did nothing in the visit, except telling me the "pricing options."

3. The second bill of $59 is also not justified. I was hesitant while signing the contract and kept asking about the pricing because they pricing made me concern a lot. And it was the HO electrician who was unhappy about me asking and said "we do not need to do this." So, technically, I didn't decline service, but HO declined to serve me. Moreover, I was calling them to do the $500 work but not the $900 work. If they gave the same price as from the first visit, I would have agreed the work.

I have serious concerns about the way that HO electric conducts its business and cheat its customers. On Yelp, I found many consumers had very similar experiences as mine, and I hope something can be done with HO's business fradulence.Desired Settlement: I would like HO electric to cancel the $59 bill (Invoice #[redacted]).

I would also like HO to refund me on my first payment of $59 during their first visit.

Business

Response:

As the technician that was out BOTH times to Mrs. [redacted]'s home I can see just how false the accusations and facts are in this review. Upon our first visit we went out to: hook up a brand new circuit to a dryer, and install GFCI outlets near the panel. We gave her options ranging from $540-$1480. The top option included a whole house surge protector and lightning arrestor to protect all electronics in the home(including the new laundry dryer) and the bottom option to do a Level 1 diagnostic ($286) to see if an existing 1920's BX 10 wire was in any sort of condition to continue to use and to install a 30 amp breaker and new laundry outlet ($254). There was every option in between (we do as little or as much work as the customer wants). Mrs. [redacted] was clearly explained over the phone (see IntelliForms attached) and in person that we are a company that give a price that included all material, time and permits in order to complete, however she declined all work because she questioned how we came up with pricing. Despite our many attempts to be transparent and upfront with Mrs. [redacted], I'm sure Mrs.[redacted] was expecting a Time and Material company upon scheduling. These type of companies show you there stock list and then charges buy the hour while they sit down in your basement playing Words With Friends and counting the time turn to dollars. Mrs. [redacted] was informed many times that we are an upfront pricing company (see IntelliForms attached). We as a company give an upfront price and whether the job take 1 hour or 1 day the price does not change. We she argued her point and said she did not want the work done. We said that is fine and took the $59 dispatch fee that she agreed to over the phone (company policy to have a licensed tech out) and left. Two months later we received another call from Mrs. [redacted] stating she wanted to have the work done. I personally went out with another technician and went over the options again stating that if she wanted anew line run with a dedicated 30 amp breaker and new dryer outlet it would be$870. She first tried to accuse us of saying it was $770 which was false and then told us she wanted to do the $540 option. I asked Mrs. [redacted] to show us a copy of her estimate sheet that we gave her previously so that we could compare it with the previous estimate sheet that we had but she could not produce it. I explained that the first step of this option was a $286 diagnostic to figure out if the random wire dangling from her ceiling was fit and legal to use. If we did our tests and found it wasn't we would be back at square one. I explained it was best to run a new line, but we would do as much or as little as she wanted. She then argued that the $540 was the price to run a whole brand new line eventually agreeing to the $870. I wrote up the contract and when I asked for a signature to work in her home she said "its just too expensive, is there anything you can do to lower the price?". I asked her if she was in the military or a teacher whereas we have a 10% educational discount, and she said she is a teacher. I asked for identification or some proof to take a picture and send to the office to approve the discount and she said "I don't know where it is". It was clear she was not telling the truth (again). She continued to complain to the extent where I told her that if she did not want to have the work done we would leave and just collect the dispatch. I explained that she was probably looking for a handyman price,someone who does not pull a permit and does the job illegally. Mrs. [redacted]'s review clearly states that she had the work performed by a"licensed" electrician. Please submit a copy of the other electricians Invoice so that we can compare apples to apples. If we were able to utilize the existing antiquated wiring, we would be happy to pass those savings on to the customer, but we are fully licensed and insured and value our dedication to quality. -- [redacted] BuildingPros.com Hi Mr. [redacted], Master, Lic, A, The phone call you received at 14:04 PM EDT was from a person who found you on BuildingPros.com Caller: ###-###-#### [redacted] Called you on ###-###-#### Date: June 3, 2013 at 14:04 PM EDT Length of call: 00:04:25 Log in to view my call history. Get months free and more clients - invite other professionals to join us. Host: [redacted] ID: [redacted] © 2013 BuildingPros.com | Email Preferences IN: 2013-06-03 01:59 pm CHAI'll be happy to answer any questions you might have. Would you bear with me while I gather some information so I can give you the proper price as well as the current availability of a technician in your area?Do you have an electrical, plumbing, heating, or cooling issue?: ELECTRICAL What kind of problem are you having or what type of service do you need?:NEEDS TO HAVE HAVE A LINE HOOKED UP FOR A DRYER, INSTALL OUTLETS AND REMOVE WIRING IN THE BASEMENT. Are you a previous customer?: NO How did you hear about H.O. Services: INTERNET If Yellow Pages, What Page?: If Internet, which search engine did you use?: GOOGLE What is your Name: [redacted] Address: [redacted] RD City: [redacted] State: MA Zip Code: [redacted] In case something comes up, what is the best email address for you?: [redacted] Phone #: ###-###-#### Alt Phone #:NONE CallerID: ###-###-#### Thank you for that information Mr/Mrs___. Let me share with you what to expect during your service visit. Because your time is valuable, I'll be sending out a fully trained professional to your home in a truck stocked with thousands of parts. I like to call it our "Warehouse on Wheels", which means that most repairs can be done right then while we're at your home/business. This saves you a lot of time, money and frustration.When our technician arrives he will do a thorough evaluation of your installation/problem, as well as your system. He will also determine exactly what caused your problem or what is needed to make a safe installation. Then he'll give you, in writing, a "Straight Forward Price" before the work is started, as we work by the job not by the hour. At that time, you can decideif you would like to proceed with the repair.In order to get our technician out to you we do have a dispatch fee of only$59 (M-F 8a-4p), but we will waive the fee if you agree to have the work donewhen we come out or if you are a Value Plan Member. (AFTER HOURS: M-F 4p-10 pis $100; M-F 10p-8a, W/Ends, & Holidays is $200 - fee never waived for after-hour service). We schedule in 2 hour windows. What day would be best forIs caller questioning or not wanting to book due to the fee?: YES ALT S to Open Schedule If caller requests a tech there at 730a, we can accommodate that. Just book the 8a appt & note in Comments that tech should be there at 730a. In Scheduler: use the appropriate Provider for the type of service requested(ELECTRICAL, SERVICE or PLUMBING/HVAC, SERVICE). The Appt Type will be selected automatically. Appt day?: Appt Date?: Appt Time?:I'll need to indicate to your service technician how you will be paying for the service call. How will you be paying?: NOT SURE Are you a Value Plan Member?:VALUE PLAN is a home warranty that can save you 5-15% on FUTURE svc calls. Be sure and ask our technician how you can save money by being a Value PlanMember.Thank you for calling H.O. Services. Your appt time is ___ (use callers name).Comments/Notes:PLEASE CALL TO DISCUSS FITTING HIM IN FOR SERVICE TODAY, MON 6/3 If they question the dispatch fee, say the following: "In order to send our trained professional to your homewith our truck stocked with thousands of parts where we can fix nearlyevery problem in your home on the spot, there is a nominal $59 dispatchfee (AFTER HOURS: M-F 4p-10p is $100; M-F 10p-8a, W/Ends, & Holidaysis $200 - fee never waived for after-hour service). We are upfront about our dispatch fee because we feel it isa small amount to insure you are getting a qualified technician inyour home/business. HIT RETURN TO GO BACK TO FORM>>>>>>>>>> END OF FORM<<<<<<<<<<>>>>>>>>>...⇄ END OF ALLFORMS <<<<<<<<<<-----No virus found in this message.Checked by AVG - www.avg.comVersion: 2012.0.2242 / Virus Database: 3184/5883 - Release Date:06/04/13IN: 2013-07-27 09:49 am LIH Do you have an electrical, plumbing, heating, or cooling issue?: ELECTRICALWhat kind of problem are you having or what type of service do you need?:SHE HAD AN INSPECTION RECENTLY BY YOUR COMPANY ANDWOULD LIKE TO HAVE THE WORKDONE. SHE WOULD ALSO LIKE TO KNOW IF THE SAME TECHNICIANS WILL BE COMING OUT TODO THE WORK, SHE DOES NOT REMEMBER THEIRNAMES. Are you a previous customer?: YES Are you a Value Plan Member?: NO How did you hearabout H.O. Services: PREVIOUS CUSTOMER If Yellow Pages, What Page?: If Internet, which search engine did you use?: What is your Name: [redacted] Address: [redacted] RD City: [redacted] State: MA Zip Code: [redacted] In case something comes up, what is the best email address for you?: [redacted]Phone #: ###-###-#### Alt Phone #: ###-###-#### Caller ID: ###-###-####Thank you Mr/Mrs___. Let me share with you what to expect during your servicevisit. I'll be sending out a fully trained professional in a truck stockedwith thousands of parts. We call it our Warehouse on Wheels, which means thatmost repairs can be done right then while we're there.When our technician arrives he'll do a thorough evaluation of the issue, aswell as your system. He'll determine what caused the problem & what isneededto make a safe repair. Then he'll give you, in writing, a Straight ForwardPrice before the work is started, as we work by the job not by the hour. Atthat time, you can decide if you would like to proceed with the repair.In order to get our technician out to you we do have a dispatch fee of only $59(M-F 8a-4p), but we will waive the fee if you agree to have the work done whenwe come out or if you are a Value Plan Member. (AFTER HOURS: M-F 4p-8p is $150;M-F 8p-8a, W/Ends, & Holidays is $300 - fee never waived for after-hourservice). We schedule in 2 hour windows. What day would be best for you?Is caller questioning or not wanting to book due to the fee?: NOIF CALLER WANTS AFTER-HOUR ER SERVICE: I do need a credit card # to secure yourER service. You may pay by another method, but we will charge the dispatch feeto the card if you cancel the service after we have dispatched our technician.Card#: Exp Date: ALT S to Open ScheduleIf caller requests a tech there at 730a, we can accommodate that. Just book the 8a appt & note in Commentsthat tech should be there at 730a. In Scheduler: use the appropriate Provider for the type of servicerequested(ELECTRICAL, SERVICE or PLUMBING/HVAC, SERVICE). The Appt Type will be selected automatically. Appt day?: TUESDAY Appt Date?:8/6 Appt Time?: 10AM-12PMI'll need to indicate to your service technician how you willbe paying for the service call. How will you bepaying?: CHECKThank you for calling H.O. Services. Your appt time is ___ (use callers name).Comments/Notes: If they question the dispatch fee, say the following: "In order to send our trained professional to your homewith our truck stocked with thousands of parts where we can fix nearlyevery problem in your home on the spot, there is a nominal $59 dispatchfee (AFTER HOURS: M-F 4p-8p is $150; M-F 8p-8a, W/Ends, & Holidaysis $300 - fee never waived for after-hour service). We are upfront about our dispatch fee because we feel it isa small amount to insure you are getting a qualified technician inyour home/business. HIT RETURN TO GO BACK TO FORM>>>>>>>>>> END OF FORM<<<<<<<<<<>>>>>>>>>...⇄ END OF ALLFORMS <<<<<<<<<<-----No virus found in this message.Checked by AVG - www.avg.comVersion: 2012.0.2242 / Virus Database: 3209/6028 - Release Date:07/28/13IN: 2013-08-06 11:15 am DAWDo you have an electrical, plumbing, heating, or cooling issue?: ELECTRICALWhat kind of problem are you having or what type of service do you need?:CALLED TO CONFIRM THAT YOU WILL BE THERE THIS MORNING, 8/6. SHE THOUGHT HER APPT WAS AT 10A. PLEASE CALL. Are you a previous customer?: Are you a Value Plan Member?: How did you hear about H.O. Services: If Yellow Pages, What Page?: If Internet, which search engine did you use?: What is your Name: [redacted] Address: [redacted] RD City:[redacted] State: MA Zip Code: [redacted] In case something comes up, what is the best email address for you?:Phone #: ###-###-#### Alt Phone#: Caller ID: ###-###-#### Thank you Mr/Mrs___. Let me share with you what to expect during your service visit. I'll be sending out a fully trained professional in a truck stocked with thousands of parts. We call it our Warehouse on Wheels, which means that most repairs can be done right then while we're there.When our technician arrives he'll do a thorough evaluation of the issue, as well as your system. He'll determine what caused the problem & what is needed to make a safe repair. Then he'll give you, in writing, a Straight Forward Price before the work is started, as we work by the job not by the hour. Atthat time, you can decide if you would like to proceed with the repair.In order to get our technician out to you we do have a dispatch fee of only $59(M-F 8a-4p), but we will waive the fee if you agree to have the work done whenwe come out or if you are a Value Plan Member. (AFTER HOURS: M-F 4p-8p is $150;M-F 8p-8a, W/Ends, & Holidays is $300 - fee never waived for after-hour service). We schedule in 2 hour windows. What day would be best for you?Is caller questioning or not wanting to book due to the fee?:IF CALLER WANTS AFTER-HOUR ER SERVICE: I do need a credit card # to secure your ER service. You may pay by another method, but we will charge the dispatch fee to the card if you cancel the service after we have dispatched our technician.Card#: Exp Date: ALT S to Open Schedule If caller requests a tech there at 730a, we can accommodate that. Just book the 8a appt & note in Comments that tech should be there at 730a. In Scheduler: use the appropriate Provider for the type of service requested(ELECTRICAL, SERVICE or PLUMBING/HVAC, SERVICE). The Appt Type will be selected automatically. Appt day?: Appt Date?: Appt Time?:I'll need to indicate to your service technician how you will be paying for the service call. How will you be paying?:Thank you for calling H.O. Services. Your appt time is ___ (use callers name).Comments/Notes:DONE/**Y If they question the dispatch fee, say the following: "In order to send our trained professional to your homewith our truck stocked with thousands of parts where we can fix nearlyevery problem in your home on the spot, there is a nominal $59 dispatchfee (AFTER HOURS: M-F 4p-8p is $150; M-F 8p-8a, W/Ends, & Holidaysis $300 - fee never waived for after-hour service). We are upfront about our dispatch fee because we feel it isa small amount to insure you are getting a qualified technician inyour home/business. HIT RETURN TO GO BACK TO FORM>>>>>>>>>> END OF FORM<<<<<<<<<<>>>>>>>>>...⇄ END OF ALLFORMS <<<<<<<<<<-----No virus found in this message.Checked by AVG - www.avg.comVersion: 2012.0.2242 / Virus Database: 3209/6056 - Release Date: 08/06/13??^? BuildingPros.com Hi Mr. [redacted], Master, Lic, A, The phone call you received at 14:04 PM EDT was from a person who found you on BuildingPros.com Caller: ###-###-#### [redacted] Called you on ###-###-#### Date: June 3, 2013 at 14:04 PM EDT Length of call: 00:04:25 Log in to view my call history. Get months free and more clients - invite other professionals to join us. Host: [redacted] ID: [redacted] © 2013 BuildingPros.com | Email Preferences IN: 2013-06-03 01:59 pm CHAI'll be happy to answer any questions you might have. Would you bear with mewhile I gather some information so I can give you the proper price as well asthe current availability of a technician in your area?Do you have an electrical, plumbing, heating, or cooling issue?: ELECTRICALWhat kind of problem are you having or what type of service do you need?:NEEDS TO HAVE HAVE A LINE HOOKED UP FOR ADRYER, INSTALL OUTLETS AND REMOVEWIRING IN THE BASEMENT. Are you a previous customer?: NO How did you hearabout H.O. Services: INTERNET If Yellow Pages, What Page?: If Internet, which search engine did you use?: GOOGLE What is your Name: [redacted] Address: [redacted] RD City:[redacted] State: MA Zip Code: [redacted] In case something comes up, what is the best email address for you?: [redacted]Phone #: ###-###-#### Alt Phone #:NONE CallerID: ###-###-####Thank you for that information Mr/Mrs___. Let me share with you what to expectduring your service visit. Because your time is valuable, I'll be sending outa fully trained professional to your home in a truck stocked with thousands ofparts. I like to call it our "Warehouse on Wheels", which means thatmostrepairs can be done right then while we're at your home/business. This savesyou a lot of time, money and frustration.When our technician arrives he will do a thorough evaluation of yourinstallation/problem, as well as your system. He will also determine exactlywhat caused your problem or what is needed to make a safe installation. Thenhe'll give you, in writing, a "Straight Forward Price" before thework isstarted, as we work by the job not by the hour. At that time, you can decideif you would like to proceed with the repair.In order to get our technician out to you we do have a dispatch fee of only$59 (M-F 8a-4p), but we will waive the fee if you agree to have the work donewhen we come out or if you are a Value Plan Member. (AFTER HOURS: M-F 4p-10pis $100; M-F 10p-8a, W/Ends, & Holidays is $200 - fee never waived forafter-hour service). We schedule in 2 hour windows. What day would be best forIs caller questioning or not wanting to book due to the fee?: YES ALT S to Open ScheduleIf caller requests a tech there at 730a, we can accommodate that. Just book the 8a appt & note in Commentsthat tech should be there at 730a. In Scheduler: use the appropriate Provider for the type of service requested(ELECTRICAL, SERVICE or PLUMBING/HVAC, SERVICE). The Appt Type will be selected automatically. Apptday?: ApptDate?: Appt Time?:I'll need to indicate to your service technician how you willbe paying for the service call. How will you bepaying?: NOT SUREAre you a Value Plan Member?:VALUE PLAN is a home warranty that can saveyou 5-15% on FUTURE svc calls. Besure and ask our technician how you can save money by being a Value PlanMember.Thank you for calling H.O. Services. Your appt time is ___ (use callers name).Comments/Notes:PLEASE CALL TO DISCUSS FITTING HIM IN FOR SERVICE TODAY, MON 6/3 If they question the dispatch fee, say the following: "In order to send our trained professional to your homewith our truck stocked with thousands of parts where we can fix nearlyevery problem in your home on the spot, there is a nominal $59 dispatchfee (AFTER HOURS: M-F 4p-10p is $100; M-F 10p-8a, W/Ends, & Holidaysis $200 - fee never waived for after-hour service). We are upfront about our dispatch fee because we feel it isa small amount to insure you are getting a qualified technician inyour home/business. HIT RETURN TO GO BACK TO FORM>>>>>>>>>> END OF FORM<<<<<<<<<<>>>>>>>>>...⇄ END OF ALLFORMS <<<<<<<<<<-----No virus found in this message. Checked by AVG - www.avg.com Version: 2012.0.2242 / Virus Database: 3184/5883 - Release Date:06/04/13IN: 2013-07-27 09:49 am LIH Do you have an electrical, plumbing, heating, or cooling issue?: ELECTRICAL What kind of problem are you having or what type of service do you need?:SHE HAD AN INSPECTION RECENTLY BY YOUR COMPANY ANDWOULD LIKE TO HAVE THE WORKDONE. SHE WOULD ALSO LIKE TO KNOW IF THE SAME TECHNICIANS WILL BE COMING OUT TO DO THE WORK, SHE DOES NOT REMEMBER THEIR NAMES. Are you a previous customer?: YES Are you a Value Plan Member?: NO How did you hear about H.O. Services: PREVIOUS CUSTOMER If Yellow Pages, What Page?: If Internet, which search engine did you use?: What is your Name: [redacted] Address: [redacted] RD City: [redacted] State: MA Zip Code: [redacted] In case something comes up, what is the best email address for you?: [redacted] Phone #: ###-###-#### Alt Phone #: ###-###-#### Caller ID: ###-###-#### Thank you Mr/Mrs___. Let me share with you what to expect during your service visit. I'll be sending out a fully trained professional in a truck stocked with thousands of parts. We call it our Warehouse on Wheels, which means that most repairs can be done right then while we're there.When our technician arrives he'll do a thorough evaluation of the issue, as well as your system. He'll determine what caused the problem & what is needed to make a safe repair. Then he'll give you, in writing, a Straight Forward Price before the work is started, as we work by the job not by the hour. Atthat time, you can decide if you would like to proceed with the repair.In order to get our technician out to you we do have a dispatch fee of only $59(M-F 8a-4p), but we will waive the fee if you agree to have the work done whenwe come out or if you are a Value Plan Member. (AFTER HOURS: M-F 4p-8p is $150;M-F 8p-8a, W/Ends, & Holidays is $300 - fee never waived for after-hour service). We schedule in 2 hour windows. What day would be best for you?Is caller questioning or not wanting to book due to the fee?: NOIF CALLER WANTS AFTER-HOUR ER SERVICE: I do need a credit card # to secure your ER service. You may pay by another method, but we will charge the dispatch feeto the card if you cancel the service after we have dispatched our technician.Card#: Exp Date: ALT S to Open Schedule If caller requests a tech there at 730a, we can accommodate that. Just book the 8a appt & note in Comments that tech should be there at 730a. In Scheduler: use the appropriate Provider for the type of service requested(ELECTRICAL, SERVICE or PLUMBING/HVAC, SERVICE). The Appt Type will be selected automatically. Appt day?: TUESDAY Appt Date?:8/6 Appt Time?: 10AM-12PM I'll need to indicate to your service technician how you will be paying for the service call. How will you be paying?: CHECK Thank you for calling H.O. Services. Your appt time is ___ (use callers name).Comments/Notes: If they question the dispatch fee, say the following: "In order to send our trained professional to your homewith our truck stocked with thousands of parts where we can fix nearlyevery problem in your home on the spot, there is a nominal $59 dispatchfee (AFTER HOURS: M-F 4p-8p is $150; M-F 8p-8a, W/Ends, & Holidaysis $300 - fee never waived for after-hour service). We are upfront about our dispatch fee because we feel it isa small amount to insure you are getting a qualified technician inyour home/business. HIT RETURN TO GO BACK TO FORM>>>>>>>>>> END OF FORM<<<<<<<<<<>>>>>>>>>...⇄ END OF ALLFORMS <<<<<<<<<<-----No virus found in this message.Checked by AVG - www.avg.comVersion: 2012.0.2242 / Virus Database: 3209/6028 - Release Date:07/28/13IN: 2013-08-06 11:15 am DAWDo you have an electrical, plumbing, heating, or cooling issue?: ELECTRICALWhat kind of problem are you having or what type of service do you need?:CALLED TO CONFIRM THAT YOU WILL BE THERE THIS MORNING, 8/6. SHE THOUGHT HERAPPTWAS AT 10A. PLEASE CALL. Are you a previous customer?: Are you a Value Plan Member?: How did you hearabout H.O. Services: If Yellow Pages, What Page?: If Internet, which search engine did you use?: What is your Name: [redacted] Address: [redacted]RD City:[redacted] State: MA Zip Code: [redacted] In case something comes up, what is the best email address for you?:Phone #: ###-###-#### Alt Phone#: Caller ID: ###-###-####Thank you Mr/Mrs___. Let me share with you what to expect during your servicevisit. I'll be sending out a fully trained professional in a truck stockedwith thousands of parts. We call it our Warehouse on Wheels, which means thatmost repairs can be done right then while we're there.When our technician arrives he'll do a thorough evaluation of the issue, aswell as your system. He'll determine what caused the problem & what isneededto make a safe repair. Then he'll give you, in writing, a Straight ForwardPrice before the work is started, as we work by the job not by the hour. Atthat time, you can decide if you would like to proceed with the repair.In order to get our technician out to you we do have a dispatch fee of only $59(M-F 8a-4p), but we will waive the fee if you agree to have the work done whenwe come out or if you are a Value Plan Member. (AFTER HOURS: M-F 4p-8p is $150;M-F 8p-8a, W/Ends, & Holidays is $300 - fee never waived for after-hourservice). We schedule in 2 hour windows. What day would be best for you?Is caller questioning or not wanting to book due to the fee?:IF CALLER WANTS AFTER-HOUR ER SERVICE: I do need a credit card # to secure yourER service. You may pay by another method, but we will charge the dispatch feeto the card if you cancel the service after we have dispatched our technician.Card#: Exp Date: ALT S to Open ScheduleIf caller requests a tech there at 730a, we can accommodate that. Just book the 8a appt & note in Commentsthat tech should be there at 730a. In Scheduler: use the appropriate Provider for the type of servicerequested(ELECTRICAL, SERVICE or PLUMBING/HVAC, SERVICE). The Appt Type will be selected automatically. Appt day?: ApptDate?: Appt Time?:I'll need to indicate to your service technician how you willbe paying for the service call. How will you be paying?:Thank you for calling H.O. Services. Your appt time is ___ (use callers name).Comments/Notes:DONE/**Y If they question the dispatch fee, say the following: "In order to send our trained professional to your homewith our truck stocked with thousands of parts where we can fix nearlyevery problem in your home on the spot, there is a nominal $59 dispatchfee (AFTER HOURS: M-F 4p-8p is $150; M-F 8p-8a, W/Ends, & Holidaysis $300 - fee never waived for after-hour service). We are upfront about our dispatch fee because we feel it isa small amount to insure you are getting a qualified technician inyour home/business. HIT RETURN TO GO BACK TO FORM>>>>>>>>>> END OF FORM<<<<<<<<<<>>>>>>>>>...⇄ END OF ALLFORMS <<<<<<<<<<-----No virus found in this message.Checked by AVG - www.avg.comVersion: 2012.0.2242 / Virus Database: 3209/6056 - Release Date: 08/06/13??^?

Review: I contacted HO Electric because it was determined that I needed an installation of a common wire for our Nest thermostat, which Nest determined via troubleshooting with myself and Nest. The sole reason I contacted HO rather than another provider is because HO was listed on the Nest website as a Certified Nest Technician that was close by. When I booked the appointment I made it clear I needed a "common wire installation" as this was already diagnosed. I was told there would be $59 service fee for the visit that would be waived if I service was performed, which seemed reasonable, I guess.

When I looked outside before the appointment I noticed they were stopped in front of the house in a bus loading area, apparently waiting. I opened the door and they then asked if they could park in the driveway.

Once inside I again explained that I needed a common wire installation for the Nest thermostat because it was diagnosed as not having enough power. Much to my surprise I was told that prior to any "diagnostic" that there was a "diagnostic fee" of $465. $465 just to look at the wiring. I thought this number seemed very high, but I assented since they were "Certified Technicians" from the Nest website, and I believed that part of that amount would go towards the installation of the wiring. I have worked with other electricians who have never charged me such a fee. Person A claimed this was a Level 2 Diagnostic and it should even be a Level 3 Diagnostic. I started to feel this was a bait and switch situation, but since they were certified and here, I felt pressure to give them a credit card and get the work done. Because they made it clear that they weren't going to even look at what needed to be done without upfront payment.

A lot of time was spent by Person A explaining what needed to be looked at and done to Person B, who was clearly a trainee.

When Person A was finished loo[redacted] at the wiring, he said he was going to the truck to write up "my options." I thought this strange since there really were no options, just install the common wire. After a few minutes both A and B come back with a plain yellow lined sheet of paper with a written list of 4-5 "options." The first option was for over $2300, for services, contracts, warranties, yearly tune-ups, preferred hours of service, 24 hour service, for a package for heating, cooling and what else I'm not sure. This was clearly a bait and switch and a pressurized upsell (I simply wanted the wire installed, which was what I made the call for. I didn't call them and ask to be upsold.). There were a few other options all the way down to the last one, which I thought was listed as $375 to install the wire. He corrected that number to $575. So, in total, the charge to install the wire, on a thermostat that was already installed and wor[redacted] fine throughout the winter, but needed the common wire for the cooling, was $1,045.

Nest said they would reimburse me for the install of the common wire, and that amount should have been $200-400 roughly. When I got the total for $1045, I explained to Person A that I would need to contact Nest because this number was now 5 times what it should be. I contacted Nest and spoke with someone there who indicated they would not be able to pay for this amount. They said that in this case, they could reimburse me the "diagnostic fee", which I though was most considerate, though I would still not have a wor[redacted] thermostat, and no common wire installation. The person at Nest even spoke with Person A who painsta[redacted]ly explained the obvious and there was no change in the numbers. It would still cost $1045, no change in any cost. I thought that was strange also, as Nest provides them a referral for work that HO might be more accommodating.

I asked Person A and B to please put the wiring back on the thermostat and leave. The thermostat is not fixed. This company engages in unethical, pressured upselling and bait and switch when a simple job needs to be done, egregious pricing for a diagnostic that was already troubleshooted. Egregious pricing for work that wasn't done. And a pressured sell to pay for the "diagnostic fee" upfront before even loo[redacted] at the problem. And this diagnosis? No surprises. I even told them there were other wires in the box that belonged to a no-longer-in-use thermostat in another area of the house. It wasn't diagnosed by them, I told them.

To add insult to injury, I received an email from HO Electric, while Person A and B were still here, a newsletter about the benefits of fans (what a joke, we don't have any). So they also signed me up for their newsletter without my consent. And the yellow lined paper with the many "options"? It disappeared with them.Desired Settlement: Refund of $465 for no installation rendered. This money will be put to an ethical electrician doing the install of the common wire. Apology. Revdex.com and public awareness of HO's questionable business practices.

Business

Response:

-[redacted] (the homeowner)

was performing her own electrical work. She unsuccessfully tried to connect her

Nest thermostat to 2 separate systems; heat and AC. As a result, she caused the

AC to malfunction.

-Her system is a complicated

heat / ac system; a boiler in the basement with an AC air handler in the attic.

This is some what uncommon in our area and more complicated than a simple consolidated

system.

-The Nest technician

that the [redacted] is referring to was not on the job site, but in California on the phone. As a

result, Nest could not possibly diagnose the problem accurately with out being

on the job site. This is not a "one size fits all" scenario.

-Also, H.O.

Electric does not rely on other peoples diagnostic whether they are in person

or on the phone. As a result, options were offered to the homeowner.

[redacted] agreed to a

$59 dispatch fee to come out to the home. Upon arrival, HO gave in writing an

upfront price to diagnose her system. Homeowner agreed and the dispatch fee was

waived. This is all explained on the phone prior to scheduling. It is also

recorded per FCC rules and regulations for accuracy.

-[redacted] agreed in

writing to a Level 2 diagnostic of $486.

-The terms and

conditions are clearly included in the Contract A 0833 (see attached).

-She signed her

name 4 times; Signing to authorize us to perform the diagnostic of $468,

signing he credit card slip for payment, signing she was complete and satisfied

upon completion.

-Furthermore the technicians who

were out on the job site were praised by the customer for being prompt

and professional.

-How is this bait and switch if we gave

you the exact price for 6 different options before going ahead with any work.

We gave you the exact price of $59 to get the truck out the job site, we gave the

exact price of $486 to diagnose what the issue at hand was, and we gave a exact

prices for options to rectify the customers issue after tracing out their handy

electrical work. Between each exact price for and exact task the customer was

well aware that she could say "no" as we do not

use pressure tactics when we present options.

-Please have [redacted]

call us direct to give her a credit toward any additional work as we were under

the impression that she was completely satisfied from her signing in the

contract and her positive attitude towards our staff.

Consumer

Response:

Let me clarify what I mean by bait and switch. When I placed the call to schedule the appointment, the scheduler told me that, should I not accept service, I would be charged a service fee of $59. Understood. However, there was NO mention on this call that, once here inside my home, I would be asked to pay an upfront fee just to look at the job. Had that been mentioned, I would have asked how much and then politely declined. The bait is H.O. Electric will come out and do the job and if you don’t want them to, you’ll be charged $59. The switch is once inside my home there is an heretofore unmentioned upfront fee just to take a look at what needed to be done. This is a deceptive pricing practice.

Legitimate, honorable servicepersons usually show up, quickly examine the problem, provide a total of what the job will be and, if approved, get to work and complete the job. I have renovated homes and worked as a GC in this process, and never, I repeat, NEVER have I had a serviceperson demand a “diagnostic fee”, PAID UP FRONT, once inside my door just to tell me what needed to be done. Nest and myself already knew what needed to be done. This is a clear form of bait and switch and possible coercive extortion. It is an unfair and deceptive business practice at best. On what was being billed as “the hottest day of the year” (it was a high of 87 degrees), demanding upfront payment that, if not paid, work will not get done and the house will cook, this is a borderline shakedown.

Further, legitimate companies do not leave the premises to write up “options” on a plain piece of yellow-lined paper with a pencil that start at over $2300. Now we are really in bait and switch territory. Of course the lowest cost was $375 to install the wire, in addition to the $465 they were already paid. Then Person A suddenly changed $375 to $575. Why? I remember saying to Person A when he said he was going to go and write up my “options” that there aren’t options, there is one option: install the common wire, the request of the service call. Period. No upsells, future services, just that job that they were asked here to my home to complete. More wasting of my time being sold something I did not ask for and the job is not getting done as the temperature rises. The bait is H.O. Electric will install the common wire for a reasonable, standard price. The switch is a surprise upfront diagnostic fee once inside my home to just look at the job without doing it, and unwelcome upsell options starting at over $2300. If you are so good about providing options and being so ethical, why did you not leave this paper with me?

Some background: I had contacted Nest about our thermostat over the weekend and together we troubleshot that it wasn’t receiving enough power and that a common wire installation was needed. Nest kindly said they would take care of the cost of the common wire install. H.O. Electric was listed on Nest’s website as a Certified Nest Technician and was the closest to my home. That’s the only reason they were chosen. We have a house electrician in whose service we are most pleased. But since Nest was paying, I thought using one of their certified techs from their site would make it easier and the transaction more fluid.

So when I was then told that it would be $465, up front, just to look at the job, I was very skeptical. But since Nest said they would pay for the service, and this company was listed on their website as a Certified Nest Technician, I reluctantly went forward. I imagined that Nest had probably dealt with H.O. Electric before and I, as the temperature increased, was still trying to give the company the benefit of the doubt.

As Person A left to write up “options”, I started to become very worried about who I let into my home, but I tried not to show it. My plan was to see what the total would be when they returned with “options” to install the wire and if part of the diagnostic fee would cover that. As the diagnostic fee of $465 was even more than the approximate cost to install the wire, I felt it only right to contact Nest immediately with whatever the total was going to be, since it was clearly going to be much higher than assumed and make sure they would cover the cost as promised. Plus I also wanted Nest to know what kind of contractor we were dealing with, and at least have them on the phone while HO Electric was in my home. I wasn’t the only one getting the shakedown. As I told H.O. Electric that Nest was paying for the wire install, Nest was getting a shakedown, too.

Of course, Nest wasn’t going to be extorted either and said they would not pay for the common wire installation. This was helpful to me, because I could tell Person A and B that since Nest would not pay this exorbitant amount, to please put everything back as it was, and that the job couldn’t go forward. If Person A and B believed I was fine and happy with their “service” (again, what service?), they were seeing me do everything I could to get them out of my house without incident. I spent many hours into the night trying to calm down after they left. The house was hot and I felt violated by their deceptive practices in my home.

Let me be clear: When the thermostat company, from whose website H.O. Electric was referred, declines paying their “certified technician” H.O. Electric because of egregious price gouging ($1,045 for a common wire installation), I am not alone in believing H.O. Electric is engaging in highly unscrupulous practices.

Additionally, while the technicians were still here, not fixing my thermostat, I received an email from H.O. Electric about the benefits of fan placement and cooling. H.O. Electric, without my consent, put my name on their email list and started sending me their newsletter. This is a violation of the CAN-SPAM Act, as there was no affirmative consent (my email was harvested by the schedulers without my consent a few hours earlier) and there was no prior relation and no work was done or completed. And today, I received another email from them, as[redacted] to rate their service. What service? The job wasn’t done. As I immediately unsubscribed through a link in the first email, this second email is problematic. Just further insult to injury.

Finally, regarding the diagnostic. Our system works perfectly and was fine for many seasons with another thermostat. Our Nest thermostat was fine all through the colder months. It simply needed a common wire to provide adequate power to handle the cooling. The system is not complicated. A good electrician could look at the wiring at the boiler and the air intake and tell us in 10-15 minutes what was needed. Person A spent an inordinate amount of time, slowly tal[redacted] to Person B about what to look for, what was needed. In short, Person A was training Person B, and I was paying for it.

I refuse to accept H.O. Electric’s offer to contact them. H.O. Electric has proven itself to not be the caliber and quality of company I usually work with, and do not feel comfortable having them in my home ever again.

I am see[redacted]:

1. The return of $468. This will go toward a legitimate electrician doing the job.

2. An apology, in writing.

3. The removal of all my information, including email and phone number, from any and all email lists, call lists, third party reseller lists, sales lists, customer lists immediately.

4. To list on Nest’s website referral page the $59 service fee and the upfront diagnostic fee, so other consumers will be aware of this most unusual practice and can make an informed decision before servicepersons are inside their dwelling.

5. H.O. Electric’s schedulers to tell consumers on the boo[redacted] call that in addition to a $59 service fee if service is declined, there will also be a non-negotiable up-front “diagnostic fee” with stated low and high level dollar amounts based on H.O. Electric’s Level 1 through Level 3 (and possibly higher - I was asked to pay for a Level 2 Diagnostic Fee of $465) as this is a highly uncommon practice that most consumers, and their wallets, are not anticipating.

6. I am see[redacted] $150 for my time and duress in having to speak with the thermostat company (one call alone was 43 minutes), to provide paperwork to them, to apprise them of this situation, and respond in detail to over eight emails and counting. All of this I wouldn’t have to do if H.O. Electric came out and quoted a fair rate for this installation and did the job ($1,045 is at least 3-5 times the going rate, and Nest was not going to pay that amount). Instead I am facing a week without cooling and it is requiring more of my time and money to schedule a conscientious professional to do the work.

Business

Response:

H.O. Electric has a consistent business policy; We do not perform free estimates or free

diagnostic work. No services are free.

When a customer calls our call center at any time or date, our representatives who are

available 24 hours a day, 7 days a week, indicate that we charge a $59 dispatch

fee to drive a technician(s) out to a customers property at a scheduled time

and date or same day service. This dispatch includes gasoline, trained

technicians, and a truck stocked with parts to do almost any job without going

to a supply warehouse. We also allow customers the ability to pay by credit

card or financing. We inherit these fees as a company. We are up front about

our policies in order to be transparent to our callers. We also record our

calls per FCC rules for training purposes. As a result, our service is superior

to our competition.

If a customer asks us to estimate a job like installing a light switch or a light, we give an

up front price as we work by the job - not the hour. If a customer hires to

install a switch or a light, we waive the dispatch fee. If a customer does not

hire us to install a switch or a light, we charge the $59 dispatch fee and we

are on our way to the next job. It is just that simple. All this is explained

by our customer service representatives prior to scheduling. We do not schedule

unless this is approved by the customer. It is also reiterated upon arrival to

the customer's house if the customer schedules the appointment. Many of our

competitive business associates run this way with the high cost of gas in our

trucks and the expense of trained employees including 24 hour service.

[redacted], If a customer has a malfunction or a fault like in a heating or AC system like in

your case, we offer the customer a diagnostic fee of different levels depending

on how much diagnosis is needed. In the diagnosis, we take out tools in order

to take your heating / AC system apart, diagnostic equipment like meters etc…

and troubleshoot what is wrong in order to resolve a problem. This is unlike an

estimate where tools or diagnostic equipment are not needed. If a problem can

be repaired by connecting wiring or manipulating existing wiring, we include

that service at no extra charge in order to rectify the situation. If faulty

parts or additional wires are in need of replacement or installation, we come

back to the table and present options to do that task. If a customer accepts a

diagnosis fee as a task option, our dispatch fee is waived similar to any

requested task. If a customer does not accept a diagnostic task fee, we charge

the dispatch fee and we are once again on our way to the next job. Again, it is

just that simple.

The Nest Company should not diagnose a heating / AC problem over the phone as in your case. They

are in California and can only make assumptions what

is happening in Massachusetts. They are clearly not diagnosing a

situation. [redacted], when you go to the doctor, he or she always diagnoses for

themselves before treating the patient. This is common place. Also, the doctor

never takes another doctors assumptions with out diagnosing for themselves.

They certainly never diagnose over the phone. If The Nest Co. mislead you, that is not OK.

In regards to how long it took us to diagnose the issue at hand or how many technicians were

dispatched out to your house, we find that irrelevant. If anything, us

taking the time to meticulously go through your system to make sure that

everything was functioning properly is to your benefit. You had already

agreed to a Level 2 diagnoses, the beauty of this being the price never changes

whether it takes us 1 hour or 4 hours to make sure we know what is making your

system not functioning at an optimal level. Upon our diagnoses we not

only discovered that the Nest was improperly wired but that your

air handler need cleaning, and the boiler needed a cleaning and tune up as

well. We wrote these options down because it is important for the home owner to

know what needs to be done for safety purposes; whether that day or shortly in

the future. We give the customer the choice of how much or little work they

would like us to do that day and never pressure them into an option.

We do not always have internet service or computers at customers houses. As a result, our

technicians write down options on paper in order to present them orally to a

customer. We try to include at least 6 options in order to give a customer

freedom of choice as to what they want us to do. As a result, we never force

ourselves or our opinions on any customer.

[redacted], In regards to any e-mails received by you, just unsubscribe on the e mail below. You won't

get another one. Pretty simple.

In regards to your bullet #6, you are seeking money for your time. Yet, you think H.O.

Electric should donate our time for free. This is clearly unrealistic and

hypocritical.

[redacted], in short, we do not have deceptive business tactics and do not try to up sell as you

insinuate.

Consumer

Response:

On the contrary, I have great respect for my time and yours. I had a most reasonable expectation that, upon scheduling service with you it would be completed when you were here. That was not the case. It is now requiring more of my time to get the work scheduled and complete and be on-site for this work.

While you were here, with Nest on the phone, you could have made a price adjustment to complete the work, or used the diagnostic fee payment toward actually working and doing the job. You chose not to do that. Unfortunately it took a Revdex.com complaint for you to even offer that. And that took time for me to do. So you have proven to have no respect for my time.

When someone comes to my house to provide a service, there is no charge to simply look at the problem. If this is your modus, you should tell people this when they are booking the call. I wonder why you don't? I'm glad you record your appointment calls; listen to them and see what you choose to leave out. By not being forthright the consumer is stuck with paying an exorbitant fee to just look at the job, or $59 to get rid of you.

The job was completed by a reputable company. I was not charged a "diagnostic fee" before this work was done. It took 45 mins to an hour to complete. And the cost? It was $175.

Let me remind you you were charging me $575 for this job. That's four hundred dollars more! Eight hundred and seventy dollars more in total! After your "diagnostic", how could you be so incredibly off in pricing? You engage in deceptive business practices and price gouging.

I am still seeking:

1. The return of $468. This will go toward paying the legitimate electrician who did the job.

2. An apology, in writing.

3. The removal of all my information, including email and phone number, from any and all email lists, call lists, third party reseller lists, sales lists, customer lists immediately.

4. To list on Nest’s website referral page the $59 service fee and the upfront diagnostic fee, so other consumers will be aware of this most unusual practice and can make an informed decision before servicepersons are inside their dwelling.

5. H.O. Electric’s schedulers to tell consumers on the booking call that in addition to a $59 service fee if service is declined, there will also be a non-negotiable up-front “diagnostic fee” with stated low and high level dollar amounts based on H.O. Electric’s Level 1 through Level 3 (and possibly higher - I was asked to pay for a Level 2 Diagnostic Fee of $465) as this is a highly uncommon practice that most consumers, and their wallets, are not anticipating.

6. I am seeking $150 for my time and duress in having to speak with the thermostat company (one call alone was 43 minutes), to provide paperwork to them, to apprise them of this situation, and respond in detail to over ten emails and counting. All of this I wouldn’t have to do if H.O. Electric came out and quoted a fair rate for this installation and did the job ($1,045 is SIX times the going rate, and Nest was not going to pay that amount). Instead I went a week without cooling and it required more of my time to schedule a conscientious professional to do the work, who completed this for a total of $175.

Review: This issue relates to service performed at [redacted], on July 29, 2014.

My primary complaint is that two weeks after completing a repair the unit failed again and they refused to repair it without additional charges. I got another company to fix the problem and it was caused by a bad part that H.O. should have found on the initial diagnosis. (The H.O. technician who responded to the second call claimed the problem was caused be a rodent being struck by the fan. Really.)

Additional complaints are:

1) Pricing policy was not explained up front:

On my initial call for an AC unit repair I was informed that there would be an automatic $150 "call out fee" that would be charged if I refused their service. They did say this charge would be deducted from any service charges. When the technicians got there they explained there would be an $850 "diagnosis fee" and if I didn't pay that I would be out the $150. I talked them down to $420 to diagnose the condenser unit only. What they should have said on the phone is that I would be charged $420 before they lifted a finger.

2) Refusal to provide details of the work performed:

After the diagnosis they explained that the unit required "several parts" and the repair would cost an additional $460. When I asked what parts were required they said a capacitor and some other "things." I agreed to the repair and paid the bill. I asked for an itemized receipt which I never received. I have since written two letters asking for a receipt to no avail. (From other complaints I've read, this seems to be their policy.) The technician from the company that fixed the problem told me that the only part that was new was the capacitor. The problem was fixed by installing a new contactor and the unit ran fine for the rest of the summer.

3) High Pressure Sales Pitch:

After the initial diagnosis the head tech immediately switched into sales mode. "This unit is 15 years old and is going to be nothing but trouble ..." "The diagnosis fee will be applied to the price of a new unit..." "We can have a new unit up and running tomorrow..." I got the same pitch on the second call out. I'm sure the techs are paid on commission and the company really wants to sell new units rather than fix old ones. I explained that the home owner (my late brother-in-law) was dying of cancer and that I was not in a position to buy a new unit for his house.Desired Settlement: I would like all but the initial $150 call out fee refunded. They obviously miss-diagnosed the problem and I should not be charged for unnecessary repairs. I would also like an apology.

Business

Response:

Sorry to hear about your issue. In review of your account, we performed a repair at your in laws house 6 months ago. This is the first complaint of this I have heard from you. If you complained, it wasn't to management. Like I said, Otherwise I would have heard of it. Had I known about this issue with in the past half of a year, I would have resolved your issue at no additional cost to remedy your situation, that is how we work. All of our work was performed according to a signed flat rate contract. In review of your contract, no wrong doing was done by H.O. Electric. Infact, you as the customer signed the contract stating you were completely satisfied with the work performed. This matter is out of my hands since you had someone else work on the unit 6 months ago and never gave us a chance to resolve the issue. Again, this was a potential matter of issue 6 months ago, this is Jan 2015.

Consumer

Response:

I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # [redacted]. Please add your rejection comments below.

Five months is certainly not an excessive time for filing a complaint. Besides, I wrote two letters requesting an itemized receipt which I never received (attached). I also never received a copy of the contract that they claim I signed. I did scribble my name on a tablet (I was told it was to authorize the work) - I guess I thought a reputable member of the Revdex.com could be trusted not to cheat me. Apparently I was mistaken. They had a chance to fix the problem when their technician came out a second time and diagnosed the problem as a mouse hitting the fan when the actual problem was a burned out contactor. If they choose to make an offer of compensation, I will consider it. Otherwise I will undertake legal action. I am sure the licensed technician who made the final repair would be willing to testify.

Regards,

I had an emergency situation with my toilet in my bathroom on 03/28/2015 (Saturday) around 5 pm. The screw at the bottom of the tank fell off and water was pouring out from the hole flooding my bathroom. The water level in the tank was not going down so it must be coming from another pipe. I tried to block the hole at the same time trying to find an emergency service. With one hand blocking the hole and the other hand trying to mob the floor for the water already spilt, I called whatever number I could find on the web on my phone. That’s when I talked to H.O. Services.
Timeline
03/28/2015 (Saturday) 5:11 pm: [redacted] - I asked for an emergency service with explaining the situation and told her I need help “right now”. I was promised for the service between 6 pm and 8 pm. She asked for my credit card number saying they need to charge “dispatch” charge $150. I was so desperate for help; I gave out my credit card number. (This must’ve been the biggest mistake I made.)
03/28/2015 (Saturday) 8:00 pm: [redacted]
- Nobody showed up and nobody called between 6 pm and 8 pm, so I called back 1-855- number and asked for refund. I explained to her it was such an emergency situation I had to have condo management come out and shut off the water in the bathroom. She said she would have someone call me back.
03/28/2015 (Saturday) 8:17 pm: [redacted] (“I will take you to the court. Freaking B*”)
- Someone from a local number called and said “I am on the way right now”. So, I said, “It’s after 8 pm. Please don’t come. I just need to get refund.” Then, he got mad “You will pay for it no matter what. I will take you to the court. Freaking B*” Then, he hung up on me.
03/28/2015 (Saturday) 8:20 pm: [redacted]
- I called back to 1-855- number and explained someone called me “B*” when I asked him not to come and asked for refund, and asked to speak with the manager. She said nobody is around because it’s weekend so I would need to try to talk to “[redacted] on Monday.
After talking to 1-855- number, 1-617- number called on 8:38 pm twice, I didn’t pick up the phone being horrified with the experience being called “B*” previously.
03/30/2015 (Monday) 9:12 am: [redacted] - I called 1-855- number again asking to speak with “[redacted]”. “[redacted] called me back with 1-781- number. I explained to him what happened on Saturday (03/28/2015) and asked for refund. He said “I am not sure that actually happened” and refused to give me refund while arguing with me. So, I asked to speak his supervisor. [redacted] said he will have his supervisor call me, however I didn’t get any phone call from them.
03/31/2015 (Tuesday) 9:06 am: 1-617-489-6324
- I called 1-855- number again. A guy answered and told me “you got a wrong number.” So, I found [redacted] through online and called, and I got a message saying, “The number you dialed is not in service.” So, I found another number online [redacted] and called, and I got the same “not in service” message.
04/01/2015 (Wednesday): [redacted] - I called [redacted] from my office phone the next day and someone answered (meaning they must have blocked my cell phone number). I asked to speak with [redacted]. She said he is not in the office. So I asked to speak with the supervisor of [redacted], then she said [redacted] is the only supervisor in the office and asked me to leave a message. I mentioned that [redacted] said he would have his supervisor call me back and I never got the phone call and left my number. Nobody called.
I have to say they are very unprofessional. I would like to share this experience so nobody else will have the same horrible experience as I had.
They charged $300 on my credit card (double the amount initially discussed), and now I am trying to resolve the issue with my bank since they seem to refuse to talk to me.

Review: Made an appointment for furnace repair between 12 to 2pm, around 1:45pm, the owner of the business called and asked me to wait for another 2 hours and asked for credit card number to pay dispatch fee in advance. No one show up for the day. With an 8 days old infant at home, we had to turn to others for help. Even worse, I received an invoice in the email for the dispatch fee of $59 without getting service.Desired Settlement: Refund and an offical apology from the company

Business

Response:

This person is not one of our customers

Consumer

Response:

I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint #[redacted]. Please add your rejection comments below. If i'm not your customer, then how do you explain the attached invoice?

Regards,

Business

Response:

This occurred just yesturday and paperwork had yet submitted to office. The attached Invoice had been sent by our technician in the field who had pulled of a job and was dispatched to [redacted] as an emergency call, no heat. [redacted] scheduled a same day appointment and agreed to our terms and conditions promising to pay a dispatch fee of $59. He also agreed to our cancellation policy as [redacted] submitted his credit card info. Indicating he would be invoiced if he cancelled. H.O. Electric was on [redacted]s street as he called to cancel. We were not late as well. Revdex.com, this was the blizzard of 15, no cars or trucks were permitted on roads. We gather cc info from customers for this very reason not to be exploited by irrational customers. FYI, all our calls are recorded by FCC rules for this very purpose. [redacted] has slandered us on Line in multiple locations. His accusations are untrue. We have contacted our atorneys. Of slander is not removed, we will be forced to take [redacted] to court.

Review: The owner charged me illegally. I told him I have the invoice which in writing says they're waiving the fee since it was their fault, and owner replied, "I can override receipts." I called H.O. Electric to have a light hung today, and on the phone said I needed this done today, and rep said they could help since they have a van 'warehouse' of all the tools necessary. Upon arriving, the workers said they'd have no problem doing this today (I emphasized to worker that I called electric company one after another until someone said they could do it today), and he asked for my credit card. And right after charging my visa, the worker said he actually cannot complete it today because he doesn't have one of the materials necessary. He then told me that he felt responsible and it was his fault since he thought they could do it today, and thus wrote me a receipt for $0 total cost. In the reason, he says "unable to meet the job, $59 dispatch fee waived." Then the owner calls me two hours later and says unless I want them to do the job in coming days, he is going to charge me the $59, and doesn't care what my receipt says. I felt threatened, tricked and cheated. I don't know how an employee can tell me one thing, and write me a receipt for one cost, and then have the owner tell me he can override those charges. Please help me resolve. Owner said he's sending me the bill and if I don't pay, he'll send my name off to collections.Desired Settlement: The receipt was written by employee who arrived at my house to perform task who explicitly writes: he could not complete the job and thus to keep customer satisfaction he was waiving the $59 fee. Employee continually apologized saying it's his fault and feels completely responsible. All three workers were there.I think he may have gotten in trouble with the boss because the boss immediately called me and said I owe him $59, and emailed me a receipt saying it was I who denied completion of job.

Business

Response:

[redacted] called us and scheduled a same day appointment which we full filled by arriving on time to her apartment (see attached). We sent 3 technicians to her house. However, we never did any work for this customer because she provided us with a used, incomplete, antique fixture kit. The exact parts not supplied by [redacted] are not readily available. We indicated that we would try to find these custom made parts but could not guarantee. [redacted] was not patient enough to wait a couple of hours needed to find the parts. As a simple matter of quality, we avoid installing mismatched parts with antique fixtures. We informed [redacted] that the worst case scenario would be that the job would be complete, with the abstract possibility of returning late afternoon or next morning with the correct parts, depending on availablilty. It is an antique fixture that was incomplete. If we had been told that on the initial phone call, we would have been able to explain that to her. She did not tell our office workers that the job had to be done that day. This created a level of confusion. Unfortunately, when we schedule our clients, we can only use the information given to us. As our techs indicted, it was only a possiblity that they would need to return, as we were trying to locate parts for the fixture in the hopes of getting them within a short period. Because we do carry many parts on our trucks, we are able to handle most situations. Unfortunately, antique custom parts are something that should come with the fixture, or only specialized antique stores will carry.

Our technicians do not handle billing. The office, as with any company, has final say on any and all billing matters. [redacted] and her boyfriend became irate when informed of the possibility of returning to complete a small portion of the job, so the technicians may have felt pressured to make unapproved amends. We understand that as college students, dealing with contractors may be a new experience for [redacted], but that does not allow her the privilege of making unreasonable demands with out understanding the potential for issues when dealing with a fixture style that hasn't been produced for many years. If we were made aware on initial contact that it was an incomplete, antique fixture, and that there was an absolute time frame, this situation would have been avoided. The fact the other contractors had been unable to even show up that day, we feel that we had done the best we could in an unrealistic situation. Ms. [redacted] has continued to slander us on-line describing "illegal" conduct, which has resulted in us contacting our attorney. H.O. Electric has not conducted any "illegal" activity.

Consumer

Response:

I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint.

The bill was settled when the employee of H.O. Electric left my residence and now the employer is claiming that the bill was not settled. The main issue here is whether the employee had the authority to act on behalf of H.O. Electric. When the employee who came out to my residence was unable to complete the job, he wrote me a receipt for $0. Under “Reason for the Call” on the receipt, the employee dispatched to my residence stated that he had come out to install a light fixture over the dining room table and that he was “unable to meet the quoted job; $59 dispatch fee waived.” (Please see attached photo of carbon copy receipt.)

This issue of agency is one that should be disputed between the employer and employee and should not involve the customer. This employee had apparent authority that he was acting within his scope of employment when he wrote a receipt for $0. Regardless of what H.O. Electric believes they know about billing, if this employee was an agent working for his employer then the issue is about what authority this employee had to act. And now since H.O. Electric is acting greedy and aiming to take advantage of a single woman who they accuse of being unaware of contractor dealings they are claiming that this employee had no authority to act. However, this employee had implied an apparent authority to act on behalf of H.O. Electric and write up a $0 bill which we both signed. This dispute is between the employee and employer and it is bad business practices to treat customers this way. H.O. Electric is bound by the actions of their employee.

Additionally, there has been no act of slander against H.O. Electric since the online review was an accurate and truthful depiction of what occurred.

Business

Response:

Ourtechnicians DO NOT handle billing. The office, as with any company, has finalsay on any and all billing matters. [redacted] and her boyfriend became iratewhen informed of the possibility of returning to complete a small portion ofthe job, so the technicians may have felt pressured to make unapproved amends.We understand that as college students, dealing with contractors may be anew experience for [redacted], but that does notallow her the privilege of making unreasonable demands without understanding the potential for issues when dealing with a fixture stylethat hasn't been produced for many years.

If we were made aware on initial contactthat it was an incomplete, antique fixture, and that there was an absolutetime frame, this situation would have been avoided. The fact the othercontractors had been unable to even show up that day, we feel that we had donethe best we could in an unrealistic situation. Ms. [redacted] has continued toslander us on-line describing "illegal" conduct, which has resultedin us contacting our attorney. H.O. Electric has not conducted any"illegal" activity.

Today I had no power to my home. I called H.O. Electric and they responded immediately. Upon arrival the technicians informed me of a diagnostic they would have to do. I agreed because I thought it was a good idea to have my electrical system checked anyways. The technicians were very professional and told me everything I needed to know. I was very happy with the work they did and I highly recommend them to others.

H.O. Electric (H.O. Services) is a full service organization offering plumbing, heating, gas fitting, drain cleaning, water filtration, and electrical work. This family owned and operated business has been contributing to the well being and comfort of the fine citizens of the Boston Area since 1990.

Review: I contacted H.O. Electric to install a resistor I received from [redacted] as resolution for the above referenced Case Number. The reason I contacted HO rather than some other service provider is because they were listed on the [redacted] website as the closest certified technician. When I arranged the appointment, I made it very clear that I needed someone to install a resistor that [redacted] sent me for my furnace. When HO's two technicians arrived at my house and met with my wife, they tried to upsell her on a $465 furnace tune-up. My wife explained that the heating system worked perfectly well, and the only reason we had contacted HO was to install the part sent by [redacted] (this service call was pursuant to the instructions of the [redacted] specialist who assisted me). My wife declined the tune-up and asked that the technicians simply perform the installation that had been requested and agreed to by HO when the service call was scheduled. The technicians refused to perform the installation and were rude to my wife (basically suggesting that, as woman, she had no idea what she was talking about and was not in a position to make decisions).

The HO technicians’ lack of professionalism was sufficiently reprehensible, but to send me a bill for refusing to perform the simple service they were called for (installing the [redacted] supplied part) because we declined to engage them to perform an unnecessary $465 tune-up is at best a an unethical and deceptive business practice. Now they have sent my "account" to collections for the $59 bill. This company is ridiculous.Desired Settlement: Apology. Recession of $59 bill for no services rendered. Public awareness of HO's questionable business practices.

Business

Response:

Dear Attorney

[redacted];

You are correct in that you arranged an appointment with us. However, you

failed to be there for your appointment. Instead, your wife sat in for you. She

clearly did not want to be in the position you gave her. She indicated that she

was not the decision maker for your house. In fact, she complained about all

the other people that have worked on your property and acted annoyed with us as

well. She also complained about the heating in your sun room which had nothing

to do with your [redacted] or us.

Councilor [redacted], You have an unusual heating system; one that is not typically

found in a normal house. From my perspective, you have a potentially illegal

house located on the same property of your main house. The workmanship including

the heating system appears to be shoddy at best. The furnace is stuffed into a

small closet that does not have make up air per law. To inspect your system,

tools are required as the heating system is stuffed into a closet and is not

readily accessible.

We cannot ethically charge you to install a resistor that [redacted] sent to you for

your furnace if we don't think it will fix your particular problem. Also, H.O.

is required by law to file a permit for even the smallest job. H.O. Electric

never tried to up sell a furnace "tune-up" either. First of all, we

contacted you at work by phone upon arrival. We indicated that we would call

you back once we had been situated with your system. You agreed to that. Then,

your wife called you back approx. 15 times but you would not answer your phone

despite the fact that you agreed to accept the calls for decision making

purposes shortly before. We suggested to your wife a level 2 diagnosis to open

up your furnace from the closet area and figure out why your having a [redacted]

thermostat compatibility issue. This price would have also included getting the

system running with the [redacted] even if we had to install additional relays and

power supply. She said; "my husband wants it done and he won't answer, go

ahead and do it". We said that we felt uncomfortable doing anything that

someone did not want us to do and helped her to reason, maybe hold off on the

work. She demanded us to just put in the resistor given by [redacted]. She said:

"If it doesn't work, my husband is a lawyer. He will sue [redacted]". We

said that we did not want to get involved with any potential law suit. She then

got frustrated with the fact that she still could not reach her husband even

though he told her to, that she became rude, kicked us out of her home and said

she would not pay us the agreed dispatch fee.

Councilor [redacted], H.O. Electric dispatched 2 technicians (next day service) to

your house who gave premium service. They were at your house for over an hour,

half of which was trying to call you on the phone. I don't think $59 is

unreasonable for this level of service especially when you agreed to it prior

to scheduling. Further, H.O. Electric does not "engage in unethical and

deceptive business practice". We take your threats very seriously and ask

you to reconsider now that you have all the facts.

Sincerely,

H.O. Electric

IN: 2014-01-23 08:54 am LIS

Do you have an electrical, plumbing, heating, or cooling issue?: HEATING

Calls re: [redacted] THERMOSTATS should be scheduled with HVAC (NOT electrical).

If scheduling MULTIPLE SERVICE TYPES, reference [redacted] for instruction!

What kind of problem are you having or what type of service do you need?:

HE NEEDS A RESISTOR INSTALLED FOR A [redacted] THERMOSTAT.

Are you a previous customer?: NO

Are you a Value Plan Member?:

How did you hear about H.O. Services: [redacted] WEBSITE

If Yellow Pages, What Page?:

If Internet, which search engine did you use?:

What is your Name: [redacted]

Address: [redacted] AVENUE

City: [redacted] State: MA Zip Code: [redacted]

In case something comes up, what is the best email address for you?: [redacted]@GMAIL.COM

Phone #: ([redacted] Alternate #: ([redacted] Caller ID: ([redacted]) [redacted]

Thank you Mr/Mrs___. Let me share with you what to expect during your service

visit. I'll be sending out a fully trained professional in a truck stocked

with thousands of parts. We call it our Warehouse on Wheels, which means that

most repairs can be done right then while we're there.

When our technician arrives he'll do a thorough evaluation of the issue, as

well as your system. He'll determine what caused the problem & what is

needed

to make a safe repair. Then he'll give you, in writing, a Straight Forward

Price before the work is started, as we work by the job not by the hour. At

that time, you can decide if you would like to proceed with the repair.

In order to get our technician out to you we do have a dispatch fee of only $59

(M-F 8a-4p), but we will waive the fee if you agree to have the work done when

we come out or if you are a Value Plan Member. (AFTER HOURS: M-F 4p-8p is $150;

M-F 8p-8a, W/Ends, & Holidays is $300 - fee never waived for after-hour

service). We schedule in 2 hour windows. What day would be best for you?

Is caller questioning or not wanting to book due to the fee?: NO

IF CALLER WANTS AFTER-HOUR ER SERVICE: I do need a credit card # to secure your

ER service. You may pay by another method, but we will charge the dispatch fee

to the card if you cancel the service after we have dispatched our technician.

Card #: Exp date:

3 digit CSV (security code on back of card)?:

ALT S to Open Schedule

If caller requests a tech there at 730a, we can accommodate that. Just book the

8a appt & note in Comments that tech should be there at 730a.

In Scheduler: use the appropriate Provider for the type of service requested

(ELECTRICAL, SERVICE or PLUMBING/HVAC, SERVICE).

Appt day?: THURSDAY Appt Date?: 1/23/2014 Appt Time?: 2PM-4PM

I'll need to indicate to your service technician how you will

be paying for the service call. How will you be paying?: VISA

Thank you for calling H.O. Services. Your appt time is ___ (use callers name).

Comments/Notes:

DONE/GUY

HIT RETURN TO GO BACK TO FORM

>>>>>>>>>> END OF FORM <<<<<<<<<<

Consumer

Response:

I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint.

Since H.O.'s comments were directed primarily toward me, I will respond in place of my husband.

To start, it's unfair to make a judgment that I sat in for my husband and didn't want to be in the position he gave me. We are partners and make decisions together. I never said I wasn't a decision maker. I needed input from my husband since the scope of what you were pressuring me to commit to was not in the scope of what my husband contacted you to preform. I take offense that you say I complained about all the other people that have worked at our property. I indicated that my husband likes to do things himself and that some work done in the house by the prior owner wasn't the best. As far as acting annoyed with you, that wasn't until you declared not once, but twice that "we're out of here". But I'll get to that later.

I mentioned our family room was not heating up sufficiently and while you were here maybe you could look and get back to me with a recommendation and quote to fix it. You didn't spend more than 5 minutes looking at our furnace.

Regarding our poolhouse, it isn't illegal. Per our assessment, we have a multi-house property. Not sure what your motives were for stating that. Regarding the poolhouse thermastat, your recommendation was to complete a full diagnostic on our furnace for $465. We were told by [redacted] that all we needed was to have a resistor installed on our furnace to make the [redacted] thermastat function properly. You gave me a song and dance about how we wouldn't be happy with your work if in the end it didn't solve our problem. I indicated that [redacted] said this was what we needed and that H.O. was at the top of their list of vendors to use. Again, you talked about [redacted] being a young company and the reps we talk to are young and don't fully understand how these heating systems work in this area.

So, yes I did try to contact my husband several times. Why? because this recommendation was completely out of the scope of what was expected. Ultimately, I did tell you to just install the part that [redacted] sent and said we needed, as that was my husbands expectation of what service you would preform. I never demanded you to do so. You inquired what if it doesn't work. You didn't want us to be unhappy with your work. I explained that if H.O. installs the part supplied by [redacted] and it doesn't resolve the issue, we would deal directly with [redacted], since that's the part they said we needed to make the thermastat work. Not happy with that answer, you asked how we were going to do that. I said that my husband is an attorney and would deal directly with [redacted].

I didn't realize saying the word attorney would cause such a problem. The older gentleman, I believe the owner of H.O., immediately said "We're out of here". I took offense saying because I said my husband is an attorney and would deal with [redacted] (not H.O.) you want to leave and not preform the service you were called to preform. The younger gentelman tried to talk and work with me, however, the older man again said "We're out of here". I said if you're out of here and refuse to install the part, don't charge me for a service visit and I told them to leave. I was extremely offended and found their behavior to be unprofessional and simply unacceptable.

Lastly, you were never at my house for over an hour. You arrived at approximatley 11:25 am and left at 11:57. That's 32 minutes. Not that it matters. Even if you were here for more than an hour your behavior would still be unacceptable.

Business

Response:

Please send us a copy of a paid Invoice on a proper letter head from another licensed electrical contractor company stating that by installing the "mere" resistor your heating system [redacted] thermostat problem was rectified. Please also send a copy of the electrical permit filed by this contractor as mandated by the Comm. of Mass. for even the smallest amount of electrical work. Upon receiving, we can fairly examine your situation further.

Consumer

Response:

I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint.

When I arranged to have the resistor installed, we were not advised at that time or at the time you visited the site that an electrical permit would be required for any of the work. It seems a bit disingenuous to start introducing new concepts/excuses at that this stage of the dispute.

Upon receipt of the following, we can hopefully resolve this matter:

1) Formal apology for the inconvenience and undue aggravation your business practices have caused my family;

2) Rescission of the unfounded $59 invoice that you have irrationally pursued and sent to a third-party collection agency in an effort to tarnish my credit; and

3) Restitution for all costs and out-of-pocket expenses incurred to resolve this matter including correcting any false information logged with the credit reporting agencies.

Review: This complaint goes much further than just unethical collection practices, it includes advertising issues as well as customer service issues. I called and talked to there phone service to potentially set up an appointment and ask what there cancelation policy was before I made the appointment because it was suppose to snow the next day and if it did my tenant was not going to be able to get out if work early enough to make the set time. The lady said you can callback and cancel anytime we are open 24 hrs. It snows the next day and I call 2 hours before the appointment range (2-4) to cancel and told them when I speak to my tenant I will call back to make an appointment later in the week. I get called back 30 min later by the owner demanding my credit card screaming and yelling at me saying I owe them money I told him the only reason I made the appointment was because the lady who made the appointment said I would be able to cancle if my tenant was unable to make it. He told me he didn't care and that he was going to get his money one way or the other and hung up. I was planing on rescheduling once I spoke to my tenant until the owner called screaming and yelling about wanting my credit card number. They never showed up to the apartment, never looked at the problem and never gave me an estimate. A week later I get and email from HO with an invoice for $59. Call and leave multiple messages trying to find out why they emailed me an invoice. Finally get a voicemail from Howard threatening to send the bill to collections and how that will mess up my credit and how I should pay them now or he will send it to collections the following day. I call back a couple times finally getting him in the phone he yells and screams for about five minutes and he refuses to listen to anything I was saying and tells me to go " [redacted] myself" multiple times and says this is going to collections and hangs up.

Also when I spoke to him he said that they record every phone call, don't know if they do but it is not stated when you make a call to schedual an appointment. I told him if that is the case then to go back and listen to the call when I made the appointment, he rufused and that is when he told me to go " [redacted] myself" again.Desired Settlement: To discard this fraudgulent bill they have sent me and to make sure he doesnt send it to collections.

Business

Response:

H.O. Electric was contacted by [redacted] on 1/15/2013 to repair his doorbells. Allof our calls are handled by a third party under FCC rules and sent to us. Hescheduled for 1/16/2013between 2:00-4:00 PM agreeing to a$59 dispatch fee (see attached). Our policy stated in advance over the phoneupon scheduling is that a customer agrees to a $59 dispatch fee for a qualifiedtechnician to come out to their house. If the customer accepts any service fromus, H.O. Electric will waive the fee. If the customer refuses any work or doesnot show up for the appointment, we collect the $59 fee.

On 1/15/2013,it snowed. As a result H.O. Electric dispatched 2 technicians at 12:20 PM to compensate for time and honor the 2:00 PM appointment to [redacted], MA. This would allow for wet roads and trafficduring bad weather. [redacted] callously contacted us at 12:25 PM after we had dispatched out to cancel hisappointment. He said: "HE WON'TBE ABLE TO MAKE ITOVER THERE TO MEET YOU DUE TO THE SNOW. HEWILL CALL BACK TO RESCHEDULE ONCE HEHAS SPOKEN TO HIS TENANTS TO FIND OUT WHATWORKS FOR THEM." (see attached).We immediately contacted [redacted] back indicating that thecrew had already dispatched out, would he reconsider and meet the crew. He said no and agreed toreschedule a future date. H.O. Electric indicated that we could absorb the $59dispatch fee upon rescheduling. However, we also stated that [redacted] would beresponsible for the fee if he did not reschedule. [redacted] never called us backto reschedule and got another electrician to correct the matter.

As a result,H.O. Electric never was contracted to perform any work for [redacted]s. All of[redacted]s other accusations are just rant and rave. IN: 2013-01-15 03:13 pmVIMI'll be happy to answer any questions you might have. Would you bear with mewhile I gather some information so I can give you the proper price as well asthe current availability of a technician in your area?What kind of problem are you having or What type of service do you need?:HE HAS A COUPLE OF OUTLETS ANDDOORBELLS THAT ARE NOT WORKINGAre you a previous customer?: NOHow did you hear about H.O Electric?: THE WEBSITEIf Yellow Pages, What Page?:If Internet, which search engine did you use?: GOOGLEWhat is your Name: [redacted]Address: [redacted] STREETCity: [redacted] State: MA Zip Code:E-Mail Address: [redacted]@GMAIL.COMPhone #: ([redacted] Alt Phone #: NONECaller ID: NONEThank you for that information Mr/Mrs___. Let me share with you what to expectduring your service visit. Because your time is valuable, I'll be sending outa fully trained professional to your home in a truck stocked with thousands ofparts. I like to call it our "Warehouse on Wheels", which means thatmostrepairs can be done right then while we're at your home/business. This savesyou a lot of time, money and frustration.When our technician arrives he will do a thorough evaluation of yourinstallation/problem, as well as your system. He will also determine exactlywhat caused your problem or what is needed to make a safe installation. Thenhe'll give you, in writing, a "Straight Forward Price" before thework isstarted, as we work by the job not by the hour. At that time, you can decideif you would like to proceed with the repair.In order to get our technician out to you we do have a dispatch fee of only$59 (M-F 8a-4p), but we will waive the fee if you agree to have the work donewhen we come out or if you are a Value Plan Member. (AFTER HOURS: M-F 4p-10pis $100; M-F 10p-8a, W/Ends, & Holidays is $200 - fee never waived forafter-hour service). We schedule in 2 hour windows. What day would be best forIs caller questioning or not wanting to book due to the fee?: NOALT S to Pull up the ScheduleIf caller requests a tech there at 730a, we can accommodate that. Just book the8a appt and note in Comments that they need the tech there at 730a.In Scheduler: Provider & Appt Type will be selected automatically.Appt day?: WEDNESDAY Appt Date?: 01/16/13Appt Time?: 2PM-4PMI'll need to indicate to your service technician how you will be paying for theservice call.How will you be paying?: NOT SUREAre you a Value Plan Member?: NOVALUE PLAN is a home warranty that can saveyou 5-15% on FUTURE svc calls. Besure and ask our technician how you can save money by being a Value PlanMember.Thank you for calling H.O. Electric. Your appt time is ____ (use callers name).Comments/Notes:IN: 2013-01-16 12:25 pm LAMI'll be happy to answer any questions you might have. Would you bear with mewhile I gather some information so I can give you the proper price as well asthe current availability of a technician in your area?What kind of problem are you having or What type of service do you need?:HE IS CANCELLING HIS APPOINTMENT FOR 2-4P TODAY. HE WON'TBE ABLE TO MAKE ITOVER THERE TO MEET YOU DUE TO THE SNOW. HEWILL CALL BACK TO RESCHEDULE ONCE HEHAS SPOKEN TO HIS TENANTS TO FIND OUT WHATWORKS FOR THEM. DONE/[redacted]Are you a previous customer?:How did you hear about H.O Electric?:If Yellow Pages, What Page?:If Internet, which search engine did you use?:What is your Name: [redacted]Address: [redacted] STREETCity: [redacted] State: MA Zip Code: [redacted]E-Mail Address:Phone #: ([redacted] Alt Phone #:Caller ID: ([redacted]) [redacted]Thank you for that information Mr/Mrs___. Let me share with you what to expectduring your service visit. Because your time is valuable, I'll be sending outa fully trained professional to your home in a truck stocked with thousands ofparts. I like to call it our "Warehouse on Wheels", which means thatmostrepairs can be done right then while we're at your home/business. This savesyou a lot of time, money and frustration.When our technician arrives he will do a thorough evaluation of yourinstallation/problem, as well as your system. He will also determine exactlywhat caused your problem or what is needed to make a safe installation. Thenhe'll give you, in writing, a "Straight Forward Price" before thework isstarted, as we work by the job not by the hour. At that time, you can decideif you would like to proceed with the repair.In order to get our technician out to you we do have a dispatch fee of only$59 (M-F 8a-4p), but we will waive the fee if you agree to have the work donewhen we come out or if you are a Value Plan Member. (AFTER HOURS: M-F 4p-10pis $100; M-F 10p-8a, W/Ends, & Holidays is $200 - fee never waived forafter-hour service). We schedule in 2 hour windows. What day would be best forIs caller questioning or not wanting to book due to the fee?:ALT S to Pull up the ScheduleIf caller requests a tech there at 730a, we can accommodate that. Just book the8a appt and note in Comments that they need the tech there at 730a.In Scheduler: Provider & Appt Type will be selected automatically.Appt day?: Appt Date?: Appt Time?:I'll need to indicate to your service technician how you will be paying for theservice call.How will you be paying?:Are you a Value Plan Member?:VALUE PLAN is a home warranty that can saveyou 5-15% on FUTURE svc calls. Besure and ask our technician how you can save money by being a Value PlanMember.Thank you for calling H.O. Electric. Your appt time is ____ (use callers name).Comments/Notes:

Consumer

Response:

I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint.

When I called to make the appointment I asked what the cancelization policy was to make sure I would not be charged$59 if I had to cancle, ptherwise I would have never made the appointment. I don't live at the address it is a rental property and I know my tenants schedual is always changing. I cancled not because I didn't want to go but because my tenant called and said she was not going to be able to make the appoinmenthat It is funny when he says they dispatched the truck 5 minutes before even though it was over an hour and half before the appointment before the appointmet. Take a look at Yelp.com this is not the first time he has tried to get money from people for work never done or threat to send bills to collections

Business

Response:

As previously mentioned, all of our calls are handled by athird party according to FCC rules and are sent to us verbatim. As you canread, no mention about a cancellation policy by either party was mentioned forboth calls. Per H.O. Electric policy, we do find it reasonable for a customerto cancel the day before an appointment or even the morning of with out chargeor penalty. However, we find it unreasonable for a customer to cancel while weare in route to their job unless they want to reschedule the appointment for alater date and time. If they reschedule the appointment, we respect that andapply the fee to the next job. We contacted [redacted] and conveyed thismessage to him. However, [redacted] never called us back to reschedule anappointment. As a result, he just wanted to exploit our services from thebeginning because he finally got his friend to do the job. H.O. Electric isupfront about our pricing and policies as documented by a third party above. Wefind it reasonable for a customer to pay $59 to get skilled technicians to anext day service appointment especially when we do not charge the fee when thecustomer accepts any service from us. If the customer disagrees with our policies,it is their choice not to do business with us in advance. By the way, it isfunny when [redacted] says he cancelled over 2 hours before the call and ourthird party who documented the call clearly illustrates that he called justover 1 hour. It is sad to see when people get caught lying. Also, take a lookat Yelp as suggested by [redacted], you will see that [redacted] is the one whoslandered us publicly on line. Our lawyers are looking into this now and willact accordingly as [redacted]'s slander remarks are clearly untrue. Being alandlord like [redacted] must be tough. In return for rental income, a landlordalso must upkeep the property. However, commitment is a two way street. H.O. Electric commits to customers upon scheduling and isseldom late. We expect customers to commit to us as well and pay their billswhen they break their commitment, maybe even a tip for dispatching out in asnow storm. Again, H.O. Electric did no work for [redacted]. All of this is purerant and rave on his part.

Got their number off their trucks. Wow. Lightning bolts. neat, professional, and courteous people. Arrived inside scheduled window. Answered all my questions and offered info about problem and solutions. got a choice of level of service and they did the work right then. Paid with a cc and they swiped it and emailed my receipt right there.

Going to get more info from them soon.

Review: On Saturday morning, Jan 4, 2014 my heating system was down. I called H.O. Services for emergency heating service call. Lady who picked up the phone did not have the schedule of emergency calls. She told me the emergency call will cost me $300 in addition to the cost of a repair. She told me that if I want to get on emergency service schedule, I have to give her my credit card number. My response was that I am not comfortable giving my credit card number before I know when service technician will come to my house. She said that an emergency plumber technician will call me to schedule my service call, as soon as she contacts him. I gave my credit card number with understanding that I will be charged an extra $300 once the service is rendered.

Over one hour passed by and plumber did not call. Our house was cold (40-47 deg in most rooms) and we had a 93 year old woman and two children staying in our house. While waiting a call, I turned electric master switch on the furnace few times on and off to initiate control board power-on reset. That action started the furnace to operate. As soon as I was assured that my heating system was working again, I went upstairs to call the plumber to cancel emergency call. Before I was able to make a call plumber called me to schedule his visit. I told him that I am cancelling the service. His response was that, my credit card will be charged regardless. I tried to refer to my earlier conversation with the lady who answered my call, the emergency technician said that he will have the H.O. Services’ owner call me. A few minutes later, H.O. Services’ owner called. I tried to resolve the issue with him. In his angry voice he offered me only one out of two choices: to cancel the call and pay $300 or proceed with emergency call. When I questioned his cancellation policy, he yelled at me and become rude.

I canceled my credit card to prevent the unjustified charge. Angry owner called me again and threatened me with a court process and told me that he will put a lien on my house. He insisted that their policy was communicated to me over the phone and that he has a recording of my conversations, even though I was never informed that my conversation was being recorded. I received invoice from H.O. Electric on $300 with “10% will be assessed on all unpaid balances after 90 days”.Desired Settlement: I would like H.O. Electric to cancel their invoice [redacted] from 1/4/2014 on $300

Business

Response:

Emergency Dispatch Fee No Heat (Customer Cancelled

Appointment After Dispatch)

Blizzard conditions. Public asked to stay indoors (see attached). [redacted]

Customer informed of cancellation policy upon scheduling.

Customer was notified of our policy; see below: "IF

CALLER WANTS AFTER-HOUR ER SERVICE: I do need a credit card # to secure your

ER service. You may pay by another method, but we will charge the dispatch fee

to the card if you cancel the service after we have dispatched our technician.

IN: [redacted]

Do you have an electrical, plumbing, heating, or cooling issue?: HEATING

If scheduling MULTIPLE SERVICE TYPES, reference M/C 7 for instruction!

What kind of problem are you having or what type of service do you need?:

HE DOES NOT HAVE HEAT. IT STARTS RUNNING AND

THEN SHUTS OFF AGAIN.

Are you a previous customer?: NO

Are you a Value Plan Member?:

How did you hear

about H.O. Services: INTERNET SEARCH

If Yellow Pages, What Page?: N/A

If Internet, which search engine did you use?: UNKNOWN

What is your Name: [redacted]

Address: [redacted]

In case something comes up, what is the best email address for you?:

Phone #: ([redacted]

Thank you Mr/Mrs___. Let me share with you what to expect during your service

visit. I'll be sending out a fully trained professional in a truck stocked

with thousands of parts. We call it our Warehouse on Wheels, which means that

most repairs can be done right then while we're there.

When our technician arrives he'll do a thorough evaluation of the issue, as

well as your system. He'll determine what caused the problem & what is

needed

to make a safe repair. Then he'll give you, in writing, a Straight Forward

Price before the work is started, as we work by the job not by the hour. At

that time, you can decide if you would like to proceed with the repair.

In order to get our technician out to you we do have a dispatch fee of only $59

(M-F 8a-4p), but we will waive the fee if you agree to have the work done when

we come out or if you are a Value Plan Member. (AFTER HOURS: M-F 4p-8p is $150;

M-F 8p-8a, W/Ends, & Holidays is $300 - fee never waived for after-hour

service). We schedule in 2 hour windows. What day would be best for you?

Is caller questioning or not wanting to book due to the fee?: NO

IF CALLER WANTS AFTER-HOUR ER SERVICE: I do need a credit card # to secure your

ER service. You may pay by another method, but we will charge the dispatch fee

to the card if you cancel the service after we have dispatched our technician.

Card #:

ALT S to Open Schedule

If caller requests a tech there at 730a, we can accommodate that. Just book the

8a appt & note in Comments

that tech should be there at 730a.

In Scheduler: use the appropriate Provider for the type of service

requested

(ELECTRICAL, SERVICE or PLUMBING/HVAC, SERVICE).

Appt day?: SATURDAY Appt Date?: 1/04/2013 Appt

Time?: SEE COMMENTS

I'll need to indicate to your service technician how you will

be paying for the service call. How will you be

paying?: CHECK

Thank you for calling H.O. Services. Your appt time is ___ (use callers name).

Comments/Notes:

LCM/GUY CELL

HIT RETURN TO GO BACK TO FORM

Consumer

Response:

I was never told for dispatch fee. Lady told me for additional $300 charge for emergency call - it was Saturday.

Emergency call was cancelled before it was scheduled. Any dispatch did not happened. Service was cancelled at the time when technician called to schedule his coming. Nobody from H.O. Services showed up at my house, simply because service was never scheduled.

Business

Response:

H.O. Electric calls are handled by an unbiased third party. They are recorded per FCC rules. Previously attached is the actual phone call. Saturday calls are considered emergency calls for us. Our technician was dispatched that day from his house before the cancellation took place. As a result, the fee applies as agreed to prior to submitting credit card info.

Consumer

Response:

.

A service was cancelled before it was scheduled. I did agree to pay an emergency fee, not a "dispatch" fee. I could not accept the charge for a “dispatch" to not scheduled job.