Lutter Electric

[redacted] I wanted to follow up with you based on our discussion last week As I mentioned something Hank Lutter told me is that he offers a "down Valley discount." I wasn't sure what he meant so I asked for clarificationHe told me anyone who lives in Gypsum or Eagle (down Valley) gets a lower rate than people who live in Vail, Avon, Edwards (up Valley.) If he is charging a travel fee this should be transparentInstead, I think it's a different rate based on where you live in the Vail ValleyThe cost of housing increases as you get closer to Vail and Beaver Creek (Avon) I believe Hank Lutter is using a sliding scaleService pricing should not be based on how much a client has paid for their home I also believe he participates in price fixingBasically, rather than having a set fair market rate he works with other companies in the Valley to raise pricesIn terms of billing practices I've already told you the scare tactics MrLutter engages in and I'm glad to elaborate on this as wellI hope all of this makes sense and I am glad to help clarify in anyway Please feel free to reach me by phone or email.All the best,-- [redacted] [redacted] ,Thank you for the reply and for your help with this requestI selected no further contact from this business because I was receiving threatening phone calls from the business owner Hank LutterIt would be helpful to understand why it took people to replace outlets in a garageI believe this company is participating in price discrimination as well as price fixingI don't believe they are operating with good integrityI would like a better explanation of charges, outside of the additional late fee that was inappropriately assessedThank you again for your help and I very much appreciate your time.All the best,*

Complaint: [redacted]
I am rejecting this response because:The response provided by Hank Lutter does not explain why Lutter Electric is charging up Valley clients more than “local” down Valley clients. The company is using a sliding scale based on where you live in the Vail Valley. If travel is being charged to the client this needs to be transparent. As it stands now this is not an openly advertised rate. Please see invoice attached. I would like to request that the Revdex.com take a hard look into the accounting and billing practices of Lutter Electric. The rate fluctuations are neither a fair business practice, nor ethical.  I requested a deeper understanding of why two people were sent to help with my most current project because earlier in the year there were several times when only Hank Lutter himself came to our house.  All of the projects I hired Lutter Electric for in the past were much larger than our most recent repair. Again, the billing is not clear and it is inconsistent. I believe this warrants a closer look and better explanation.   In terms of Hank Lutter’s customer service, at this point it is a matter of interpretation. The explanation provided is not accurate. He downplayed the tone, approach, and behavior used to handle a situation that could have been easily avoided all together.  Payment was never intentionally withheld.  The amount in question was $8.27 interest that Hank Lutter thought he was owed. I did not agree. After being informed my first check did not arrive I offered to pay through an electric method like [redacted], or any other e-commerce platform so he could receive funds faster, and they would be traceable. It is still not clear why Hank Lutter threatened me as well as my property. It was a strange and fundamentally unprofessional situation. 
Regards,
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I wanted to follow up with you based on our discussion last week.  As I mentioned something Hank Lutter told me is that he offers a "down...

Valley discount."  I wasn't sure what he meant so I asked for clarification. He told me anyone who lives in Gypsum or Eagle (down Valley) gets a lower rate than people who live in Vail, Avon, Edwards (up Valley.)  If he is charging a travel fee this should be transparent. Instead, I think it's a different rate based on where you live in the Vail Valley. The cost of housing increases as you get closer to Vail and Beaver Creek (Avon) I believe Hank Lutter is using a sliding scale. Service pricing should not be based on how much a client has paid for their home.  I also believe he participates in price fixing. Basically, rather than having a set fair market rate he works with other companies in the Valley to raise prices. In terms of billing practices I've already told you the scare tactics Mr. Lutter engages in and I'm glad to elaborate on this as well. I hope all of this makes sense and I am glad to help clarify in anyway.  Please feel free to reach me by phone or email.All the best,-- [redacted],Thank you for the reply and for your help with this request. I selected no further contact from this business because I was receiving threatening phone calls from the business owner Hank Lutter. It would be helpful to understand why it took 2 people to replace 2 outlets in a garage. I believe this company is participating in price discrimination as well as price fixing. I don't believe they are operating with good integrity. I would like a better explanation of charges, outside of the additional late fee that was inappropriately assessed. Thank you again for your help and I very much appreciate your time.All the best,*

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To Whom it may concern, RE: ID [redacted]On September 28, 2017 I was contacted by this customer to repair an electrical item, not up to National Electrical Code, found by a home inspector for the sale of their home. I sent a 2 person crew to troubleshoot and repair the items on Septmeber 29, 2017. Two reasons I sent a 2 person crew; first as a matter of safety and second to speed up the process of identifing the problem, as we did not wire this home when it was built. My crew consisted of a Colorado licensed residential wireman electrician and a Colorado registered apprentice electrician. They were able to identify the problem and make the necessary repair. With one-way travel time from our local shop and the time spent repairing the electrical problems, they spent just over an hour per person. On October 6, 2017 I emailed an invoice to this customer for parts and labor for repair of their electrical issue. The same day I received an email conformation of receiving this emailed invoice. On November 23, 2017 I sent another copy of this invoice since I had not yet received payment. The next day I received conformation of receiving this emailed invoice and an explanation that they had forgotten to send payment. I decided out of "good faith" not to access interest charges, even though this was over 30 days past due. On January 2, 2018 I emailed a statement and an invoice for interest since I had still not received payment. This set off a series of emails between this customer and myself. This is when the customer said they had sent a check and I informed her I had not received it. This is also when I informed the customer that I had waived the previous interest charges for non-payment at 30 and 60 days. The customer emailed that she would put a check in the mail right away. I checked my PO Box daily until I received payment on January 15, 2018 for the orginal invoice amount. This is when I called the customer to inform her I received payment, minus the interest that was charged. She then proceeded to ask where she can drop off the payment that day, and I told her I was currently at the business's shop and she could meet me there if she wanted. When the customer showed up, she was irritated that interest was charged on the past due invoice. This is when I informed her that one of the ways contractors can assure payment of past debts is by means of a mechcanical lien. I also told her my accountant/book keeper informed me that since it was 90 days past due, that I should consider a lien of the property to collect the debt owed. I informed the customer that I didn't want to go that route. This is when the customer proceeded to call the Sheriff's department and told them she was being threatened. This is when I informed the customer that I would not continue the conversation without a "civil servant" present as I felt she was "putting words in my mouth" and only hearing what she wanted to hear and trying to maniputlate the situation. This is when the customer became extremely irrate and stated she was going to give me bad reviews online and contact the Revdex.com, so I proceeded to get into my vehicle and drive away. In regard to specific items from this customer:I, nor any of my employees, to the best of my knowledge, have ever threatened or intimidated verbally or physically ANY of our customers, in person, via email, on the phone, or in any other way. This is very upsetting to me as I have VERY strong morals and always treat people the way I would want to be treated. I also have a very tough and scrutinizing hiring process to assure the quality of my employees. This customer stated that they asked me why  hadn't cashed their check. I received the check on 1/15/18, the same day this incident occurred. I called the customer to inform her that I had recieved their check, per her request. This check was cashed later that same day. This customer stated that I asked her to meet me at the business's office. This is slightly incorrect, but I can understand how it was misinterpretted. The customer asked where I was at so they could get payment to me. I informed her I was at the business's shop and she was welcome to meet me there if she wanted. This location IS the business's shop where we store tools and material, as well as receive material from our suppliers. This is also the location where employee's meet at the start and finish of each work day. And where company vehicles are kept, unless they are taken home by an employee. This is NOT where we keep company records or have any access to computers and/or printers. I emailed a paid receipt when I did get to my computer, later the same afternoon. My company's rates are based on service call rates, which is time & material, and bid rates. These rates do vary with the amount of work necessary to preform the task at hand. As of January 1, 2017 our rates did increase due to increased cost of doing business. Our service call rates from 2/8/08 until 12/31/16 were $85 per hour for a licensed Electrician and $65 per hour for an apprentice Electrician, but a licensed electrician MUST always accompany the apprentice electrician per the Colorado Revised Statutes. As of 1/1/17 our service call rate is $95 per hour for a licensed electrician and $75 per hour for an apprentice electrician. Our bid rates and our time & material rates decrease with increased amount of hours needed to preform the task. Basically, more hours needed to preform the task, labor rate decreases. These are rates that have been determined by me and I feel are fair to my customers and to the business. I do NOT work with competitors to determine rates. I also inform all our customers of our rates before any work is preformed. Half of the time they ask, before I even inform them. I informed this customer that I was giving them a discounted rate because of the short travel time to their home and because of the repeat business. I decided to do this even though past experiences with this customer also resulted in late payments, she paid right around the 60 day mark on all past work done for her, I have never heard any complaints from this customer on the work performed or the cost of parts or labor, until now. My business relies on our customers for future business. I have never advertised and depend on repeat business and referrals for future work. I would estimate the work we receive is about 95%, or more, repeat business and/or referrals. Tomorrow my company will have been in business for 10 years, and has billed and collected just over $3 million and provided electrical service for over 500 customers. To the best of my knowledge, this is the first time a customer has ever complained to the Revdex.com and/or given us any bad review online or elsewhere. Please feel free to contact me for any additional information. Thank you for your assistance in this matter. Sincerely, Hank Lutter Lutter Electric, Ilc. [redacted] 
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