Kolb Electric Inc.

Kolb Electric provided the customer with a contract that
stated, among other things, “Kolb to provide labor for 32 hours for one
mechanic and 16 hours for one...

helper and any extra material as needed.” 
We have fulfilled the allotted number of hours specified in our contract. 
Our contract also states, “Costs covers all labor involving the rough-in and
final for work to be performed.  Including permit time and inspection site
time.”  This is intended to show that the number of hours specified in the
contract may be for rough-in, final, or inspection related time.  We are
genuinely sorry that there is a misunderstanding.  It has our hope all
throughout this project to help the customer save as much money as
possible.  We provided detailed material list to the customer so that he
could buy it himself and tried to save as much as possible for the customer by
putting in a small of a block of labor hours –  a larger block of hours
might lead to a situation where the customer would not pay for too much labor
if fewer hours were needed.  We are open to working out a settlement with
the customer but to us, it seems clear that we were furnishing a fixed number
of hours.  Additionally, we can not find an email with the language the
customer quotes in the complaint.  If that can be forwarded to us that
would be helpful in the resolution of this matter.  We look forward to
resolving this as soon as possible. 
Sincerely,
 
Paul K[redacted]

Received the call from customer Friday evening at 9:52pm.  The information provided to the night time dispatched was a recall request for work completed at [redacted], Randallstown under the name [redacted].  As the dispatched I attempted to pull up the previous work order based...

on the information provided.  Our system showed nothing.  Called the customer back who was immediately upset and wanted us to come out and complete the repairs at no additional charge to her.  It is company policy that we don't do recalls after hours and there would be our standard service fee of $343.00 to come out.  If we found that the problem would have been related to the earlier call she referred to once the office opened on Monday we would reimburse her the service call fee.  Ms. [redacted] became very upset and hung up on the dispatcher.   Monday morning we searched the list of completed jobs and found a job ran on Monday 3/9 for [redacted] under the same of [redacted].  This information was never given to our dispatch to verify.  Monday 3/16 our Service Manager reached out to the customer to follow up and offered to have a technician return that morning 10am to make the necessary recall repairs.  Customer stated she had someone else fix the problem and did not want us to return.

We have been touch with [redacted] and are scheduled to go make the repairs at their home on Wednesday 2/10/16.  There will be no charge for these repairs.

Review: Kolb Electric provided me with a contract April 8, proposal 3124, to wire our basement. (We are finishing our basement.) The email accompanying the contract clearly stated "This proposal has been REVISED under the direction of the Serivce Manager to ensure that the prioce (sic) is inclusive to absorb all labor costs, inspection costs, inspection site visit costs, and to perform the entire scope of work to ensure completion and any unforseen scheduling mishaps."

The contract itself included these two clauses:

"Cost covers all labor involving the rough-in and final for work to be performed. Including permit time and inspection site time."

"Permit fee and inspection rate included."

Kolb completed most of the work, but did not connect the wire it ran to the electrical panel in my basement or install the switches or outlets.

Now Kolb is demanding another $2,100 to complete the work because it took longer than they figured it would. I provided them with very detailed drawings of the job before they drew up the contract and I have done nothing to change the scope of work. I have already paid 100% of the contracted amount--more than $5,000--but since they hold the DCRA permit for the job, I cannot bring in another electrician to finish it.

I have tried repeatedly to resolve this matter with Kolb, but they point to contradictory language in the contract citing a particular number of hours. I would never have signed the contract if they had stated clearly that in their view the dollar figure they provided was meaningless, and I would be held responsible for paying by the hour no matter how many hours it wound up taking.

Any help the Revdex.com can provide in bringing this matter to a successful resolution would be appreciated. I have not yet filed in small claims court, but will do so next week. In addition, I filed a complaint online yesterday with DC's Office of the Attorney General Consumer Protection bureau.Desired Settlement: Finish all work promised, including connecting the wire to the panel (in accordance with DC Code) and the final inspection.

Business

Response:

Kolb Electric provided the customer with a contract that

stated, among other things, “Kolb to provide labor for 32 hours for one

mechanic and 16 hours for one helper and any extra material as needed.”

We have fulfilled the allotted number of hours specified in our contract.

Our contract also states, “Costs covers all labor involving the rough-in and

final for work to be performed. Including permit time and inspection site

time.” This is intended to show that the number of hours specified in the

contract may be for rough-in, final, or inspection related time. We are

genuinely sorry that there is a misunderstanding. It has our hope all

throughout this project to help the customer save as much money as

possible. We provided detailed material list to the customer so that he

could buy it himself and tried to save as much as possible for the customer by

putting in a small of a block of labor hours – a larger block of hours

might lead to a situation where the customer would not pay for too much labor

if fewer hours were needed. We are open to working out a settlement with

the customer but to us, it seems clear that we were furnishing a fixed number

of hours. Additionally, we can not find an email with the language the

customer quotes in the complaint. If that can be forwarded to us that

would be helpful in the resolution of this matter. We look forward to

resolving this as soon as possible. Sincerely, Paul K[redacted]

Consumer

Response:

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]

Review: [redacted]

I am rejecting this response because:

The email containing the reference is attached below, with a time and date stamp. For the record, I made clear in communication with Joe T[redacted] and Travis A[redacted] that I wanted to resolve this and was willing to meet partway between us, but instead they dug in on their demand that I pay an additional amount more than $2,000, which I told them I would not do.---------- Forwarded message ----------From: Travis A[redacted] <[redacted]>Date: Tue, Apr 8, 2014 at 3:12 PMSubject: Proposal-[redacted]To: [redacted]" <[redacted]>Cc: "t[redacted]" <[redacted]>I am pleased to provide you with the attached quotation for the work you requested. This price is valid for 15 days.

Please feel free to contact me with any questions you may have.

I can be reached via email, phone, or fax as listed on the quote.

This proposal has been REVISED under the direction of the Serivce

Manager to ensure that the prioce is inclusive to absorb all labor

costs, inspection costs, inspection site visit costs, and to perform the

entire scope of work to ensure completion and any unforseen scheduling

mishaps.

Sincerely,

Kolb Electric, Inc.

Review: We called Kolb and told them exactly what work we needed done based on our [redacted] inspection report. We scheduled an appointment and an electrician came out to our home.

The electrician was here for about 45 minutes. He looked at the problem area and all he did was tell us the exact same things we already knew. He didn't have the part needed to do the work, he said he would have to order it.

This all wouldn't have been that big of a deal deal except they charged us $120 just to have their guy come to our house. They never told us about this fee ahead of time, and they came to our [redacted] unprepared to do any work. The electrician said he needed the model number from the dysfunctional part, but we could have easily told them this information over the phone.

Also, when we called to complain the rep we spoke to said that the part they needed would cost a couple hundred dollars and it would be risky to keep such an expensive part on their trucks. My husband did a quick Google search and it turns out they are only $35 at [redacted] (a few miles away). I have no doubt they would have charged us for that huge markup.

My husband called to dispute the fee they charged us. No work was done on our [redacted] and they never told us about the fee. They refused to cancel the credit card charge but we just want our money back.Desired Settlement: They refused to cancel the credit card charge but we just want our money back.

Business

Response:

There is no way for us to know exactly what is needed from a telephone call and the custoemr's description. We went to the customer's [redacted] twice and prior ro the customer filing this complaint and posting the negative comments on [redacted], we explained to them that we had not charged their credit card. The transaction that the technician did was an authorization only and, as you can see from the attached invoices there were no charges.

We assume that the complaint is satisfied at this point.

If there are any questions, or if you need any additional information, please contact me at [redacted]

Thank you!

AR Supervisor

Consumer

Response:

[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.

Regards,

Review: We moved into our new [redacted] on June 1st, 2013 and needed to install two big crystal chandeliers. We called Kolb Electric, Inc. and explained the nature of our fixtures being big crystal chandeliers (each valued around $15,000.00 each) so, they suggested that 2 electricians will come to install therefore we would be charged; $98 per ½ hour and the additional electrician/help will cost $60.00 per ½ hour.

On June 4th, 2013;

The initial electrician ([redacted]) showed up with a young teenager (owner’s son) and while bringing their ladder in, they stabbed our hallway walls causing damaged to the walls which they never reported to their headquarters. At the time, I had 4 other vendors in doing installations like cable, phone and painters. While Kolb technician, [redacted] was working on the foyer chandelier they dropped the chandelier and broke the crystal pieces and the young man (the helper) got a cut on his finger to which I attended.

Technician informed me that he wasn’t able to install the foyer chandelier because the cup would not be a good fit and won’t be secure so, I had to run to [redacted] to buy the items needed for him to install our fixture. Apparently, we got charged for the idle time in excess.

Then he installed the dining room chandelier which broke off the ceiling (see attached photos) and injured my husband who was unpacking boxes under it and landed on the floor and many pieced broke form it and one of the chandelier branches got bent with broken pieces.

On June 5th, 2013;

My husband called them and spoke to a person named [redacted] (the dispatcher) the next day and explained the incidence and damages to our property and chandeliers.

[redacted] from Kolb Electric proposed to send a master electrician to inspect the initial work. The master electrician named; [redacted] (not sure of his name’s correct spelling) showed up on June 11th, 2013 and agreed with us that the dining room chandelier was not properly secured and replaced the broken hook and reinstalled the broken chandelier. He also apologized for the scare and damages to our property and said his company will not charge us because of the damages caused as a result of their incompetence and further physical damages to my husband’s shoulder.

The same evening my husband noticed that the second electrician [redacted] too had left the upper link (connected chandelier to the ceiling) and the lower link (connecting the chain to the chandelier) open which could have resulted in another fall. My husband instructed me not to call Kolb anymore since their incompetence had caused great damage to our property already. We consulted another individual ([redacted] Vaughn who also is a witness) who came and secured the compromised links.

Kolb Electric, Inc. not only charged us against what they promised but they also have charged us erroneously for 3 chandeliers and 1 bathroom light (as stated on the attached invoice).

On 7/29/2013 Kolb Electric was contacted and I asked him why they charged our credit card when they said there will be no charge. [redacted] completely denied the fact that there were damages to our chandeliers and said no one told him when my spouse had informed him (on June 5th when he called him) and insinuated that I was being untruthful and their second technician did not leave the links open and compromised the second time. My husband [redacted] called them on 7/29/2013 to confront [redacted] about why he denied the fact that the damages were reported to him.

At this point, we are asking to have the charges removed from our card. I am also in the process of gathering supportive letters (on letterhead of the company) from witnesses to what happened such as; [redacted] construction project manager (for damages they caused on our wall by hitting our walls with their ladder), the painter, [redacted] who is a witness as well as [redacted] ([redacted] technician) who witnessed [redacted] and the teenage helper when they broke the chandelier on June 4th, 2013.Desired Settlement: Do what they promised which was No Charge because of their failure to appropriately perform the job, damaging our chandeliers and my husband's shoulder. In summary, they need to refund the unauthorized charges made to our [redacted] credit card.

Business

Response:

This complaint was filed before in Greater Baltimore. We responded at that time as well. Attached is the response that was previously filed. Please let me know if you need any additional information.

Kolb Electric

###-###-####

This service call was ordered on 5/31. Work described was to install 3 chandeliers and a bathroom light. One of the chandeliers was to be hung at a “tall ceiling height,” and 2 men were quoted to the customer to satisfy OSHA regulations (a-frame ladders over 12’ require 2 men for safety.) The labor rate for COD calls is $98 for the first ½ hour and $49 for each additional ½ hour on-site,

plus any material/parts used. Rates for a helper runs $62 for first ½ hour and $31 per additional ½ hour.

We dispatched our tech [redacted] and helper [redacted] on 6/4. We completed the work in ~7 hours. With the above quoted labor rates, 7 hours with a tech and helper totals $1200.00, with .30 in screws being used. The customer was charged $1200.30 for all work performed 6/4. I was not made aware of any damage by our workers, nor was any mention made by the customer, who initialed our time ticket and supplied us a credit card number for payment for the day.

**. [redacted] called 6/10 (Monday) and spoke with me. He said that a lower chandelier fell over the weekend (I think I remember him saying Sunday,) and that the chandeliers we installed were originally hung in a house they moved out of and were in place for many years. He said it looked like a link in the chain was open, and asked that we come and have another person take a look who was

NOT [redacted], and we scheduled a return visit for first call on 6/11. Our policy for possible recalls, as cited to the customer, is as follows: for a period of 6 months we warrant labor and material directly related to the work we did. If an issue DOES come up

directly related to what we did, we’ll correct it without additional charge. For example, if we run a circuit and a connection is loose, upon returning we would tighten that connection and there would be no charge for the return visit.

We would NOT refund the cost of the original job because a connection ended up being loose. We had our tech [redacted] and our helper [redacted] go back and look at the work; [redacted] is one of our most diverse techs, but none of our techs are a licensed master

electrician. I would not have proposed to dispatch a master electrician because I know we do not have any. They evaluated the work, went and picked up a part, resecured 2 chandeliers and left.

**. [redacted] initialed our time ticket, and we left without collecting any additional charge.

I received a call from **. [redacted] at the end of July (possibly the 29th but I don’t remember for sure.) At first

she said she was just looking at her credit statement for June and complained that we charged her for the first visit and second visit. I explained that we did not charge for the second visit, and she questioned the $1200.30 total. I explained the labor rates again (as detailed above.) After explaining the total she thought was for both visits was actually for the first visit, she started telling me that I told her we would do the entire job for free if it was a recall.

I restated our recall policy (since someone else took the fixtures down at the old place, I don’t even know if they’d left a link open, etc., but when we came back for our 6/11 visit we erred on the side of caution and resecured the fixture at no charge anyway,) and **. [redacted] began arguing that I was calling her a liar. After several minutes she mentioned wall/chandelier damage from a dropped chandelier, and made mention of witnesses. I told her that I was not aware of either occurrence (I didn’t deny damage, I said that nobody had made me aware of damage in the last month and a half) until she brought it to my attention during this call, and she began arguing yet again that I was calling her a liar. Had damage been reported, we would have taken information to submit to insurance. I was trying to explain that if she had any paperwork relating to repair costs/estimates that it could be forwarded to us, and she said I didn’t understand her and she was tired of talking to me and abruptly hung up and ended the call.

The next day (I think,) [redacted] called our shop and left a voicemail for me asking to call back regarding this situation. I

returned his call, and left a message stating that I was returning his call and asked for a return call. I never heard back from either of them.

Consumer

Response:

Please see the attached letter from the builder's project manager who was a witness.

Review: Dear Revdex.com,

We have been double billed by Kolb Electric-DC Office. On September 3rd, 2014, we received a second bill/Invoice# [redacted] from Kolb for $572.55. We where shocked and got on the telephone right away to K[redacted]’s office. We where transferred numerous times each time getting someone who was less helpful than from where we were transferred from. The last transfer was to Mr. Paul K[redacted]’s voice mail. We left a message with our name and number regarding a billing issue. The next day we followed up with an email to the company and Mr. Paul K[redacted]. We know this is a billing error and are just trying to resolve this issue as soon as possible. On Saturday September 13th, we received an email reply from Mr. Paul K[redacted]’s email address simply saying “thank you for contacting me”, “been out of town”, “will contact you on Tuesday”. “Please be patient”.

Well, we have been nothing but patient. We are still waiting for Kolb to correct an issue from the April visit; that issue is still not resolved; still without our 2 way hall lights. We've been very, very, patient... Yesterday was Tuesday and no one from Kolb Electric has contacted us. We are having no success with getting this resolved in a timely manner, so we are seeking the assistance of the Revdex.com. We did not want to go this route but it seems like there is a bad case of amnesia within this family business and they seem to be avoiding communicating with us. We just really want to discuss this invoice that they sent us in error, ask them to update their records and send us a corrected invoice.

They have been paid in full. We have a copy of the paid check.

A copy of the letter that was emailed to Kolb Electric, and the owner, Mr. Paul K[redacted] on September 5th, 2014, as well as, a copy of the invoice they sent to us are available on request, if we are unable to add attachments. Additional facts and details are in the email. Thank you for your assistance in this matter.

**. and [redacted]

Washington, DC [redacted]

September 17th, 2014

[redacted]Desired Settlement: The desired outcome we seek is:

We would like Kolb Electric to update their records, and please send us a correct invoice showing a zero balance.

Business

Response:

We are in agreement that the job is not completed and would like to complete the work. We are not in agreement that the second bill was sent in error. We responded to an emergency call and found wiring not up to current codes and multiple problems with the switching. It was clear that the job was going to take a while to complete and we were on an emergency call at emergency rates. We stopped the job at that time and returned during regular working hours and rates. On the second trip the electrician repaired one of the problems but left additional work to be performed. This was the trip that we billed for that the customer disputes. The customer wrote a letter stating that she was not happy with the pace of the electrician and felt he was not getting the job done quickly. I am happy to work with [redacted] to resolve this issue. There is additional work, that will take additional time, to do and I will be happy to do that work at no charge if she will pay the outstanding invoice. I do not think that just paying the first trips charge is fair because there were multiple issues that would take time to repair – I believe leaving and returning at non-emergency rates was the right thing to do to keep the overall cost of the project down. To offer compensation for [redacted]’s belief that the work has taken too many hours, the additional hours will be at no cost. I offer the above in an effort to settle all claims in this matter.

Thank You,

Brandy E[redacted]

Office Manager

###-###-#### - Phone

###-###-#### - Direct Fax

Still the best value since 1925!!!!!

I made an appointment and was given a window of 12pm - 4pm for their arrival. I took half the day off work, and at 3pm they called to say they could not make it by 4. Due to an appointment at 5, I could not wait. Waste of my time.

Review: 1/13/2014: Called Kolb for service to re-balance electric in upstairs bathroom (i.e., move an outlet to a different circuit) at homeowner's property. Scheduled time to arrive around noon on 1/17/2014.

1/17/2014: Electrician arrived onsite and during initial interview with tenant, was rude and disrespectful. Tenant asked the electrician to leave and refused to sign the invoice. Electrician was in the house for less than 3 minutes. Affidavit of tenant available upon request.

3/7/2014: Received bill from Kolb for $98.00. Service description reads, "Furnished necessary labor and materials to check report of partial power at the following location: HomeownerPropertyAddress. Responded to call to check power at breaker. Tested Amperage and voltage of breaker. Advised customer that a new circuit is required due to wire size and amperage of equipment" Invoice indicates that the date of service is (incorrectly) 2/1/2014

3/8/2014: Received duplicate bill from Kolb for $98.00 with same description as original.

3/10 @ 10:30 AM: Called Kolb electric at ###-###-#### seeking explanation for why the invoice indicated work performed, when the electrician had not performed any work; left message for [redacted].

3/11 @ 2:00 PM: Called Kolb electric at ###-###-#### seeking explanation for why the invoice indicated work performed, when the electrician had not performed any work; left message for [redacted].

3/12 @ 3:30 PM: Called Kolb electric at ###-###-#### seeking explanation for why the invoice indicated work performed, when the electrician had not performed any work. Spoke with [redacted], who indicated that the technician wrote that work was performed and client refused payment and to sign invoice. Explained the issue to [redacted] related to the technician not being in the house for more than 3 minute and that no work was completed. [redacted] explained that she will review to kolb electric owner for review -and that she would give a return call.

3/13/2014: Received late payment and finance charge notice from kolb.

3/14/2014 @4:40 PM: Called and spoke with [redacted]. indicated the speed with which all three bills arrived from Kolb, reiterated that no work was performed at residence and in fact, the bill is incorrectly indicating otherwise. Was told not to worry about the finance charge - she, "will take care of it". indicated that she has forwarded the information to the owner, however he is out of the office and will not return until late during the week of 3/17.

3/26/2014 @ 3:45 PM: Called and spoke with [redacted]. was told that the situation will be resolved by the end of the month. Requested I call back on Friday, 3/28.

3/28/2014 @ 10:00 AM: Called and spoke with [redacted]. Was told that the problem was cleared up and that I should receive a bill indicating the total amount due as $0.00.

4/14/2014: Received another invoice with another finance charge.

4/22/2014 @ 11:50 AM: Called and spoke with [redacted]. Was told to disregard the invoice. Issue has been moved to the , "center of the owners desk". [redacted] indicated that he would be in the office on 4/23.

4/23/2014 @ 9:52 - [redacted] called and explained that the technician's notes indicate that work was completed. I reiterated the experience from the tenant's point of view. Was told that I would get a call-back.

4/23/2014 @ 10:38: James called and explained the technician's notes. I explained the situation, including the actual service request, the rudeness of the technician and the request for him to leave the premises. I indicated that I wanted a revised bill to show that no work was completed. James apologized for the situation--first time any apology was given -- and further explained that he would bring the situation to the owner. He would then give me a call back with the outcome.

4/27/2014: Received duplicate bill with no changes to language.

5/5/2014: Scheduled payment through bank bill-pay for delivery on 5/8

5/5/2014: Submitted complaint through Revdex.com.Desired Settlement: Originally I would have been satisfied with a wording change to the invoice, however now that this issue has dragged on into May, I am paying the invoice to avoid future charges.

Additionally, although I was told that there would be a fee even if we chose not to have the work performed, I was not informed that the technician would be so rude to the tenant that she would ask him to leave. Furthermore, I was not told that the invoice and technician's notes would blatantly indicate something other than what happened. Finally, in response to my request to have the wording changed on the invoice to match the actual events, I was sent a copy of the exact same invoice.

For these reasons, I would like a refund of the $98 and an updated invoice to indicate that no work was performed.

Business

Response:

Our technician arrived onsite and advised the customer of overloaded circuit. THe customer wanted a larger breaker installed on wiring that was not rated for a larger breaker per the National Electrical Code. Our technician advised the customer we could run a new line and provide an additional circuit per The National Electrical Code to remedy the issue. The customer refused and the electrician to leave and they would not sign his time ticket or pay the bill. Our electrican was asked to perform work not correct by the National Electrical Code, when our electrician refused to do illegal work, this is when the tenant/resident felt he was being rude. Under no circumstance will Kolb Electric Inc. perform work that is not safe and not according to the National Electrical Code. The bill the homewoner received is for the service fee only. The rates are explained upfront to the customer at the time the service call is placed. Kolb Electric diadnosed the problem and offered a solution allowable under the National Electrical Code and laws of the District of Columbia. We feel we should have been paid for our time. Sincerely,[redacted] Kolb