McCaa Electric

Initial Business Response / [redacted] (1000, 5, 2016/02/23) */ Contact Name and Title: [redacted] - Owner Contact Phone: XXX-XXX-XXXX Contact Email: ***@***-electric.com Mr [redacted] called into our service department and requested a service call to repair five outlets that were not working on 1/26/Our service coordinated scheduled the call with [redacted] for 1/28/and assigned that to our technician [redacted] ***, a highly skilled electrical service technician, recognized the systems immediately and traced it to a GFCI outlet in the garage and found that this outlet was trippedThe technician reset the GFI and tested the outlet to make sure that it was working properly and within specificationsThis is a common service call in residential applications [redacted] explained to the the resident that it was simply a tripped GFCI outlet and that once reset, everything was operationalHe noted on the work order the minimum call time of hour and Mr [redacted] signed the work order stating that he approved of the work, was given a copy of the work order and was informed he would receive a billThis is a free added service we offer to many of our customers instead of collecting payment at the time of service The work order pricing was filled out at our office by the owner and was given to our accounting department and a bill as sent for $100, which is our minimum charge for a service callEach additional hour after the first hour is $ The invoice was sent out via email on 2/2/stating what was done as indicated on the approved work order and the payment terms were "Due on receipt" On 2/at 4:PM, Mr [redacted] emailed us stating that he had not received a detailing of what the charges were for and wanted a copy of thatHe also asked when payment was due and what his options for paying the bill are On 2/at 9:AM, [redacted] in our accounting department, emailed [redacted] back and attached another copy of the invoice with a note stating that he can pay online via the link on the invoice, he may call in with a credit card or he may send a check via mail and thanked him On 2/at 11:AM ***, replied back that he was looking for a breakdown of charges and acknowledged he was being charged $for the labor and wanted to know if there were any other charges On 2/on 9:AM, the owner of our company [redacted] ***, sent an additional email, 1st apologizing for the delay in response as he was working in New York and had just returnedThe email to [redacted] stated that there was no additional charges other than the minimum service call of $for the repair that was completedHe asked [redacted] if there were any other questions to please let him know and if he could be of any other assistance please let us knowAdditionally, the owner gave a note to the accounting department to send a $gift certificate for future work On 2/at 8:AM the customer paid the invoice via the online link [redacted] Electric has the highest ratings for customer service in Bakersfield and has thousands of satisfied customers At no time was the customer even called demanding paymentAt no time was the customer threatened with collectionsThe customer signed the work order at the time of service stating that the work was completed as requested [redacted] Electric was called out to repair an electrical issue [redacted] Electric made the appointment [redacted] Electric showed up on the day the appointment was scheduled [redacted] Electric repaired the item causing the outage [redacted] Electric explained the work that was completedThe customer approved the work that was completed [redacted] Electric sent a bill for the work that was completed Mr [redacted] never asked before hiring us what our labor rates areThis is common as 98% of the service calls we receive do not ask how much our labor rates areIf you call around our labor rates are extremely competitive with companies that offer an equal quality and service as we do [redacted] Electric operates on the highest standards of Ethics since our inception in We have countless recommendations from both home owners and businesses around the community and are rated #within the community for our customer service [redacted] states that he received two invoices but then states that they were not detailedYet, they both stated the nature of the problem of why were were called, the repair that was completed and the result of the repairThe invoice matched exactly what was written on the field work order that the customer approved with his signature Im not sure of what other details he might have been wanting If a customer calls us and would like to know our labor rates, we immediately let them know what those areWe never in any way try and hide what we charge and in fact we are very proud to let us customer's know how competitive our rates our if they are interested in thoseIn fact, [redacted] Electric prides themselves on 100% transparency, often offering, without the customer requesting it, less expensive repairs to save the customer money as well as being know in the industry for offering the best and most competitive solutions for the customer [redacted] Electric has been in business for years and has an impeccable reputation for the highest quality service available in Bakersfield We feel that if a customer is concerned about the cost of the service call they will ask what the cost will be BEFORE they hire a company, whether its us or anyone elseAdditionally we offer free estimates for many types of electrical work if the customer request those We also feel that an honest customer will not call us to make a repair without having the expectation that a repair will cost something Additionally ANYTIME a customer would like to know the cost of the repair immediately, the technicians can provide that cost for them on the spot, before the repair is made if that is requested of themThey simply have to communicate to us what their expectations are We feel this customer got exactly what he requested from the very initial call to our office, all the way through to the final payment processAt no time was he ever left in the dark and at no time did he not have exactly all the information he is stating that he didn't have We have copies of all work orders, invoices and email correspondence of this entire transaction if required Initial Consumer Rebuttal / [redacted] (3000, 7, 2016/02/23) */ (The consumer indicated he/she DID NOT accept the response from the business.) I appreciate the very long and detailed response provided by the business, however I try to be succinct and stick to the facts when it comes to this matterIt is unfortunate that the complaint had to go to the Revdex.com to get any attention from the companyYou can see from their timeline that I only received a response after I said that I had paid the invoice and would be filing a complaint with Revdex.com - note the how they cleverly shifted those line items in their timelineApparently they indicate here that the owner was the only person qualified to inform me that labor was $100/hr and I was being charged for hour of labor As is crystal clear from their accurate timeline, between my request on 2/for details and 2/I received no answers for my information, just more copies of the same invoice with a directive to pay them, including an day timespan where there was no communication at allYou would think with the stellar history of customer support they could make time over days to respond with a fraction of the minutes it took to create this responseObviously they realized they did something wrong, why else would they send a $giftcard bribe? By the way, the fact that I never actually received the giftcard is another indication of empty promises from [redacted] It is very kind of [redacted] to offer their clients free billing and it is completely true that I wrongly assumed I was getting a free estimateI never explicitly asked for any work to be doneI was prepared to pay at the time of service, but the technician had no idea how much the cost would beHe said that it would be either $or $and that he had no copy of the invoiceI signed that work was completed, but had no idea of the costWhen I received the invoice, it clearly stated "Due on receipt" with no other sign of the date which the bill is due I do not believe it is fair to require clients to pay immediately, to not indicate when a bill is due, and to withhold communication for over a week until informed a formal complaint is being fieldOn the invoice copies, you will see there is a description but the quantity is left blank, leaving the customer without vital information prior to paying and putting pressure on them to pay as soon as possible [redacted] has very nicely turned their response into a bit of free advertising space by touting how excellent they are with no real facts or references, meanwhile failing to address the core concerns that they operate ambiguously without any oversightIt appears that they will not be making any changes and that is highly disappointingSo they have not apologized, they have not agreed to increase transparency in their billing practices and on top of that, they are trying to tell me that I got exactly what I requested from the beginning to the endThe hollow giftcard that never arrived is the icing on the cake Is this how a company with a high standard of ethics and great customer service acts? Final Consumer Response / [redacted] (4200, 11, 2016/03/01) */ (The consumer indicated he/she DID NOT accept the response from the business.) I signed a document that said what work was done - this is not a contested pointI am not disputing that work was completedMaybe this isn't getting through in my crystal clear description The document I signed did not indicate the amount to be billed or the date on which payment was due The invoice does not indicate the quantity of hours for billing or a date on which payment is due If calendar days isn't sufficient to get back to a customer what is? I only received a response when I mentioned filing with Revdex.com There is no option to "call the owner directly" I communicated with the business The gift card nonsense isn't even worth mentioningIt's offered but never received and then it's withdrawnWhat a joke [redacted] plays games with their customersThat is a factThe response given by the business does not address or refute any of my issuesRather, they continue to state that their stellar record and dismiss my dissatisfaction as being my problem, wasting both my time and my money I will continue to reject resolutions until one is actually proposed that resolves something, instead of blaming the customer Final Business Response / [redacted] (4000, 13, 2016/03/07) */ The customer signed the work order which had the technicians name, a detailed description of the work completed and his time on the work orderThe only thing it did not have was a pricePricing is normally added when our accounting department receives the work order after completed UNLESS the customer specifically request a price on the spotThat was not the case hereThe Work was completed on 1/Within business days the customer was emailed an invoice with the exact same description that was on the work order, word for wordOn the invoice, was the cost for this service of $which is our minimum chargeOn that same invoice the terms are clearly listed as "Due on receipt"The exact information he is disputing is exactly what he received days later he asked via email for the stated that he had not received any type of receipt stating what the charges are forOur accounting office resent the same invoice to him (2/8/email) thinking he had not received the invoice based on his email requestThis same day he asked for a breakdown of chargesI don't know what else we can offer himHe signed the work order of what was completed and received two invoices detailing the exact same thing on the work order along with the cost and when payment was duebusiness days later upon returning from an out of state trip, I the owner responded to his email letting him know that I was out of town but wanted to reply to himI then gave him a detailed explanation of not only what we charged him for but all of our labor chargesI also asked him if he had any further question or if that answered his questionsI knew nothing about a Revdex.com "threat" until the 20th when our accounting office showed me the email he sent threatening to call the Revdex.com for not getting a detailed invoiceOn the 23rd we received the letter from the Revdex.com This customer has asked for an apology but what am I apologizing for? I apologized that when I got back in town I responded to his email less quickly than normalI answered all his questions that he asked usWe emailed everything so he had written copies of everythingDoes he want me to apologize because he didn't ask us how much we charge BEFORE hiring us? That's not something I controlI continue to refer to our record of quality customer service because this customer is insinuating that "we play games with our customer's" or that there are other customers that feel the way he does but YET, he's the only person complaining I've given this customer everything he has asked for including an apology for what is in my controlIm not sure what else I can offer in addition to the factual information I have givenI would suggest to the customer that next time he hires someone (or request an technician to come to his him to make a repair), IF he is concerned about the cost, to ask the company what the cost will be BEFORE he hires them or at minimum what their labor charges areI've done everything within my power to give him the information he has requested, as quickly as I can and he's not happy with that infoThere's nothing else I can offer that I have control over

Initial Business Response / [redacted] (1000, 5, 2016/02/23) */ Contact Name and Title: [redacted] - Owner Contact Phone: XXX-XXX-XXXX Contact Email: ***@***-electric.com Mr [redacted] called into our service department and requested a service call to repair five outlets that were not working on 1/26/Our service coordinated scheduled the call with [redacted] for 1/28/and assigned that to our technician [redacted] ***, a highly skilled electrical service technician, recognized the systems immediately and traced it to a GFCI outlet in the garage and found that this outlet was trippedThe technician reset the GFI and tested the outlet to make sure that it was working properly and within specificationsThis is a common service call in residential applications [redacted] explained to the the resident that it was simply a tripped GFCI outlet and that once reset, everything was operationalHe noted on the work order the minimum call time of hour and Mr [redacted] signed the work order stating that he approved of the work, was given a copy of the work order and was informed he would receive a billThis is a free added service we offer to many of our customers instead of collecting payment at the time of service The work order pricing was filled out at our office by the owner and was given to our accounting department and a bill as sent for $100, which is our minimum charge for a service callEach additional hour after the first hour is $ The invoice was sent out via email on 2/2/stating what was done as indicated on the approved work order and the payment terms were "Due on receipt" On 2/at 4:PM, Mr [redacted] emailed us stating that he had not received a detailing of what the charges were for and wanted a copy of thatHe also asked when payment was due and what his options for paying the bill are On 2/at 9:AM, [redacted] in our accounting department, emailed [redacted] back and attached another copy of the invoice with a note stating that he can pay online via the link on the invoice, he may call in with a credit card or he may send a check via mail and thanked him On 2/at 11:AM ***, replied back that he was looking for a breakdown of charges and acknowledged he was being charged $for the labor and wanted to know if there were any other charges On 2/on 9:AM, the owner of our company [redacted] ***, sent an additional email, 1st apologizing for the delay in response as he was working in New York and had just returnedThe email to [redacted] stated that there was no additional charges other than the minimum service call of $for the repair that was completedHe asked [redacted] if there were any other questions to please let him know and if he could be of any other assistance please let us knowAdditionally, the owner gave a note to the accounting department to send a $gift certificate for future work On 2/at 8:AM the customer paid the invoice via the online link [redacted] Electric has the highest ratings for customer service in Bakersfield and has thousands of satisfied customers At no time was the customer even called demanding paymentAt no time was the customer threatened with collectionsThe customer signed the work order at the time of service stating that the work was completed as requested [redacted] Electric was called out to repair an electrical issue [redacted] Electric made the appointment [redacted] Electric showed up on the day the appointment was scheduled [redacted] Electric repaired the item causing the outage [redacted] Electric explained the work that was completedThe customer approved the work that was completed [redacted] Electric sent a bill for the work that was completed Mr [redacted] never asked before hiring us what our labor rates areThis is common as 98% of the service calls we receive do not ask how much our labor rates areIf you call around our labor rates are extremely competitive with companies that offer an equal quality and service as we do [redacted] Electric operates on the highest standards of Ethics since our inception in We have countless recommendations from both home owners and businesses around the community and are rated #within the community for our customer service [redacted] states that he received two invoices but then states that they were not detailedYet, they both stated the nature of the problem of why were were called, the repair that was completed and the result of the repairThe invoice matched exactly what was written on the field work order that the customer approved with his signature Im not sure of what other details he might have been wanting If a customer calls us and would like to know our labor rates, we immediately let them know what those areWe never in any way try and hide what we charge and in fact we are very proud to let us customer's know how competitive our rates our if they are interested in thoseIn fact, [redacted] Electric prides themselves on 100% transparency, often offering, without the customer requesting it, less expensive repairs to save the customer money as well as being know in the industry for offering the best and most competitive solutions for the customer [redacted] Electric has been in business for years and has an impeccable reputation for the highest quality service available in Bakersfield We feel that if a customer is concerned about the cost of the service call they will ask what the cost will be BEFORE they hire a company, whether its us or anyone elseAdditionally we offer free estimates for many types of electrical work if the customer request those We also feel that an honest customer will not call us to make a repair without having the expectation that a repair will cost something Additionally ANYTIME a customer would like to know the cost of the repair immediately, the technicians can provide that cost for them on the spot, before the repair is made if that is requested of themThey simply have to communicate to us what their expectations are We feel this customer got exactly what he requested from the very initial call to our office, all the way through to the final payment processAt no time was he ever left in the dark and at no time did he not have exactly all the information he is stating that he didn't have We have copies of all work orders, invoices and email correspondence of this entire transaction if required Initial Consumer Rebuttal / [redacted] (3000, 7, 2016/02/23) */ (The consumer indicated he/she DID NOT accept the response from the business.) I appreciate the very long and detailed response provided by the business, however I try to be succinct and stick to the facts when it comes to this matterIt is unfortunate that the complaint had to go to the Revdex.com to get any attention from the companyYou can see from their timeline that I only received a response after I said that I had paid the invoice and would be filing a complaint with Revdex.com - note the how they cleverly shifted those line items in their timelineApparently they indicate here that the owner was the only person qualified to inform me that labor was $100/hr and I was being charged for hour of labor As is crystal clear from their accurate timeline, between my request on 2/for details and 2/I received no answers for my information, just more copies of the same invoice with a directive to pay them, including an day timespan where there was no communication at allYou would think with the stellar history of customer support they could make time over days to respond with a fraction of the minutes it took to create this responseObviously they realized they did something wrong, why else would they send a $giftcard bribe? By the way, the fact that I never actually received the giftcard is another indication of empty promises from *** It is very kind of [redacted] to offer their clients free billing and it is completely true that I wrongly assumed I was getting a free estimateI never explicitly asked for any work to be doneI was prepared to pay at the time of service, but the technician had no idea how much the cost would beHe said that it would be either $or $and that he had no copy of the invoiceI signed that work was completed, but had no idea of the costWhen I received the invoice, it clearly stated "Due on receipt" with no other sign of the date which the bill is due I do not believe it is fair to require clients to pay immediately, to not indicate when a bill is due, and to withhold communication for over a week until informed a formal complaint is being fieldOn the invoice copies, you will see there is a description but the quantity is left blank, leaving the customer without vital information prior to paying and putting pressure on them to pay as soon as possible [redacted] has very nicely turned their response into a bit of free advertising space by touting how excellent they are with no real facts or references, meanwhile failing to address the core concerns that they operate ambiguously without any oversightIt appears that they will not be making any changes and that is highly disappointingSo they have not apologized, they have not agreed to increase transparency in their billing practices and on top of that, they are trying to tell me that I got exactly what I requested from the beginning to the endThe hollow giftcard that never arrived is the icing on the cake Is this how a company with a high standard of ethics and great customer service acts? Final Consumer Response / [redacted] (4200, 11, 2016/03/01) */ (The consumer indicated he/she DID NOT accept the response from the business.) I signed a document that said what work was done - this is not a contested pointI am not disputing that work was completedMaybe this isn't getting through in my crystal clear description The document I signed did not indicate the amount to be billed or the date on which payment was due The invoice does not indicate the quantity of hours for billing or a date on which payment is due If calendar days isn't sufficient to get back to a customer what is? I only received a response when I mentioned filing with Revdex.com There is no option to "call the owner directly" I communicated with the business The gift card nonsense isn't even worth mentioningIt's offered but never received and then it's withdrawnWhat a joke [redacted] plays games with their customersThat is a factThe response given by the business does not address or refute any of my issuesRather, they continue to state that their stellar record and dismiss my dissatisfaction as being my problem, wasting both my time and my money I will continue to reject resolutions until one is actually proposed that resolves something, instead of blaming the customer Final Business Response / [redacted] (4000, 13, 2016/03/07) */ The customer signed the work order which had the technicians name, a detailed description of the work completed and his time on the work orderThe only thing it did not have was a pricePricing is normally added when our accounting department receives the work order after completed UNLESS the customer specifically request a price on the spotThat was not the case hereThe Work was completed on 1/Within business days the customer was emailed an invoice with the exact same description that was on the work order, word for wordOn the invoice, was the cost for this service of $which is our minimum chargeOn that same invoice the terms are clearly listed as "Due on receipt"The exact information he is disputing is exactly what he receiveddays later he asked via email for the stated that he had not received any type of receipt stating what the charges are forOur accounting office resent the same invoice to him (2/8/email) thinking he had not received the invoice based on his email requestThis same day he asked for a breakdown of chargesI don't know what else we can offer himHe signed the work order of what was completed and received two invoices detailing the exact same thing on the work order along with the cost and when payment was duebusiness days later upon returning from an out of state trip, I the owner responded to his email letting him know that I was out of town but wanted to reply to himI then gave him a detailed explanation of not only what we charged him for but all of our labor chargesI also asked him if he had any further question or if that answered his questionsI knew nothing about a Revdex.com "threat" until the 20th when our accounting office showed me the email he sent threatening to call the Revdex.com for not getting a detailed invoiceOn the 23rd we received the letter from the Revdex.com This customer has asked for an apology but what am I apologizing for? I apologized that when I got back in town I responded to his email less quickly than normalI answered all his questions that he asked usWe emailed everything so he had written copies of everythingDoes he want me to apologize because he didn't ask us how much we charge BEFORE hiring us? That's not something I controlI continue to refer to our record of quality customer service because this customer is insinuating that "we play games with our customer's" or that there are other customers that feel the way he does but YET, he's the only person complaining I've given this customer everything he has asked for including an apology for what is in my controlIm not sure what else I can offer in addition to the factual information I have givenI would suggest to the customer that next time he hires someone (or request an technician to come to his him to make a repair), IF he is concerned about the cost, to ask the company what the cost will be BEFORE he hires them or at minimum what their labor charges areI've done everything within my power to give him the information he has requested, as quickly as I can and he's not happy with that infoThere's nothing else I can offer that I have control over

Initial Business Response /* (1000, 5, 2016/02/23) */
Contact Name and Title: *** *** - Owner
Contact Phone: XXX-XXX-XXXX
Contact Email: ***@***-electric.com
Mr*** *** called into our service department and requested a service call to repair five outlets that were not working on
1/26/Our service coordinated scheduled the call with *** for 1/28/and assigned that to our technician***
***, a highly skilled electrical service technician, recognized the systems immediately and traced it to a GFCI outlet in the garage and found that this outlet was trippedThe technician reset the GFI and tested the outlet to make sure that it was working properly and within specificationsThis is a common service call in residential applications
*** explained to the the resident that it was simply a tripped GFCI outlet and that once reset, everything was operationalHe noted on the work order the minimum call time of hour and Mr*** signed the work order stating that he approved of the work, was given a copy of the work order and was informed he would receive a billThis is a free added service we offer to many of our customers instead of collecting payment at the time of service
The work order pricing was filled out at our office by the owner and was given to our accounting department and a bill as sent for $100, which is our minimum charge for a service callEach additional hour after the first hour is $
The invoice was sent out via email on 2/2/stating what was done as indicated on the approved work order and the payment terms were "Due on receipt"
On 2/at 4:PM, Mr*** emailed us stating that he had not received a detailing of what the charges were for and wanted a copy of thatHe also asked when payment was due and what his options for paying the bill are
On 2/at 9:AM, *** in our accounting department, emailed *** back and attached another copy of the invoice with a note stating that he can pay online via the link on the invoice, he may call in with a credit card or he may send a check via mail and thanked him
On 2/at 11:AM ***, replied back that he was looking for a breakdown of charges and acknowledged he was being charged $for the labor and wanted to know if there were any other charges
On 2/on 9:AM, the owner of our company *** ***, sent an additional email, 1st apologizing for the delay in response as he was working in New York and had just returnedThe email to *** stated that there was no additional charges other than the minimum service call of $for the repair that was completedHe asked *** if there were any other questions to please let him know and if he could be of any other assistance please let us knowAdditionally, the owner gave a note to the accounting department to send a $gift certificate for future work
On 2/at 8:AM the customer paid the invoice via the online link
*** Electric has the highest ratings for customer service in Bakersfield and has thousands of satisfied customers
At no time was the customer even called demanding paymentAt no time was the customer threatened with collectionsThe customer signed the work order at the time of service stating that the work was completed as requested
*** Electric was called out to repair an electrical issue*** Electric made the appointment*** Electric showed up on the day the appointment was scheduled*** Electric repaired the item causing the outage*** Electric explained the work that was completedThe customer approved the work that was completed*** Electric sent a bill for the work that was completed
Mr*** never asked before hiring us what our labor rates areThis is common as 98% of the service calls we receive do not ask how much our labor rates areIf you call around our labor rates are extremely competitive with companies that offer an equal quality and service as we do
*** Electric operates on the highest standards of Ethics since our inception in We have countless recommendations from both home owners and businesses around the community and are rated #within the community for our customer service
*** states that he received two invoices but then states that they were not detailedYet, they both stated the nature of the problem of why were were called, the repair that was completed and the result of the repairThe invoice matched exactly what was written on the field work order that the customer approved with his signature
Im not sure of what other details he might have been wanting
If a customer calls us and would like to know our labor rates, we immediately let them know what those areWe never in any way try and hide what we charge and in fact we are very proud to let us customer's know how competitive our rates our if they are interested in thoseIn fact, *** Electric prides themselves on 100% transparency, often offering, without the customer requesting it, less expensive repairs to save the customer money as well as being know in the industry for offering the best and most competitive solutions for the customer
*** Electric has been in business for years and has an impeccable reputation for the highest quality service available in Bakersfield
We feel that if a customer is concerned about the cost of the service call they will ask what the cost will be BEFORE they hire a company, whether its us or anyone elseAdditionally we offer free estimates for many types of electrical work if the customer request those
We also feel that an honest customer will not call us to make a repair without having the expectation that a repair will cost something
Additionally ANYTIME a customer would like to know the cost of the repair immediately, the technicians can provide that cost for them on the spot, before the repair is made if that is requested of themThey simply have to communicate to us what their expectations are
We feel this customer got exactly what he requested from the very initial call to our office, all the way through to the final payment processAt no time was he ever left in the dark and at no time did he not have exactly all the information he is stating that he didn't have
We have copies of all work orders, invoices and email correspondence of this entire transaction if required
Initial Consumer Rebuttal /* (3000, 7, 2016/02/23) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I appreciate the very long and detailed response provided by the business, however I try to be succinct and stick to the facts when it comes to this matterIt is unfortunate that the complaint had to go to the Revdex.com to get any attention from the companyYou can see from their timeline that I only received a response after I said that I had paid the invoice and would be filing a complaint with Revdex.com - note the how they cleverly shifted those line items in their timelineApparently they indicate here that the owner was the only person qualified to inform me that labor was $100/hr and I was being charged for hour of labor
As is crystal clear from their accurate timeline, between my request on 2/for details and 2/I received no answers for my information, just more copies of the same invoice with a directive to pay them, including an day timespan where there was no communication at allYou would think with the stellar history of customer support they could make time over days to respond with a fraction of the minutes it took to create this responseObviously they realized they did something wrong, why else would they send a $giftcard bribe? By the way, the fact that I never actually received the giftcard is another indication of empty promises from ***
It is very kind of *** to offer their clients free billing and it is completely true that I wrongly assumed I was getting a free estimateI never explicitly asked for any work to be doneI was prepared to pay at the time of service, but the technician had no idea how much the cost would beHe said that it would be either $or $and that he had no copy of the invoiceI signed that work was completed, but had no idea of the costWhen I received the invoice, it clearly stated "Due on receipt" with no other sign of the date which the bill is due
I do not believe it is fair to require clients to pay immediately, to not indicate when a bill is due, and to withhold communication for over a week until informed a formal complaint is being fieldOn the invoice copies, you will see there is a description but the quantity is left blank, leaving the customer without vital information prior to paying and putting pressure on them to pay as soon as possible
*** has very nicely turned their response into a bit of free advertising space by touting how excellent they are with no real facts or references, meanwhile failing to address the core concerns that they operate ambiguously without any oversightIt appears that they will not be making any changes and that is highly disappointingSo they have not apologized, they have not agreed to increase transparency in their billing practices and on top of that, they are trying to tell me that I got exactly what I requested from the beginning to the endThe hollow giftcard that never arrived is the icing on the cake
Is this how a company with a high standard of ethics and great customer service acts?
Final Consumer Response /* (4200, 11, 2016/03/01) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I signed a document that said what work was done - this is not a contested pointI am not disputing that work was completedMaybe this isn't getting through in my crystal clear description
The document I signed did not indicate the amount to be billed or the date on which payment was due
The invoice does not indicate the quantity of hours for billing or a date on which payment is due
If calendar days isn't sufficient to get back to a customer what is? I only received a response when I mentioned filing with Revdex.com
There is no option to "call the owner directly" I communicated with the business
The gift card nonsense isn't even worth mentioningIt's offered but never received and then it's withdrawnWhat a joke
*** plays games with their customersThat is a factThe response given by the business does not address or refute any of my issuesRather, they continue to state that their stellar record and dismiss my dissatisfaction as being my problem, wasting both my time and my money
I will continue to reject resolutions until one is actually proposed that resolves something, instead of blaming the customer
Final Business Response /* (4000, 13, 2016/03/07) */
The customer signed the work order which had the technicians name, a detailed description of the work completed and his time on the work orderThe only thing it did not have was a pricePricing is normally added when our accounting department receives the work order after completed UNLESS the customer specifically request a price on the spotThat was not the case hereThe Work was completed on 1/Within business days the customer was emailed an invoice with the exact same description that was on the work order, word for wordOn the invoice, was the cost for this service of $which is our minimum chargeOn that same invoice the terms are clearly listed as "Due on receipt"The exact information he is disputing is exactly what he received days later he asked via email for the stated that he had not received any type of receipt stating what the charges are forOur accounting office resent the same invoice to him (2/8/email) thinking he had not received the invoice based on his email requestThis same day he asked for a breakdown of chargesI don't know what else we can offer himHe signed the work order of what was completed and received two invoices detailing the exact same thing on the work order along with the cost and when payment was duebusiness days later upon returning from an out of state trip, I the owner responded to his email letting him know that I was out of town but wanted to reply to himI then gave him a detailed explanation of not only what we charged him for but all of our labor chargesI also asked him if he had any further question or if that answered his questionsI knew nothing about a Revdex.com "threat" until the 20th when our accounting office showed me the email he sent threatening to call the Revdex.com for not getting a detailed invoiceOn the 23rd we received the letter from the Revdex.com
This customer has asked for an apology but what am I apologizing for? I apologized that when I got back in town I responded to his email less quickly than normalI answered all his questions that he asked usWe emailed everything so he had written copies of everythingDoes he want me to apologize because he didn't ask us how much we charge BEFORE hiring us? That's not something I controlI continue to refer to our record of quality customer service because this customer is insinuating that "we play games with our customer's" or that there are other customers that feel the way he does but YET, he's the only person complaining
I've given this customer everything he has asked for including an apology for what is in my controlIm not sure what else I can offer in addition to the factual information I have givenI would suggest to the customer that next time he hires someone (or request an technician to come to his him to make a repair), IF he is concerned about the cost, to ask the company what the cost will be BEFORE he hires them or at minimum what their labor charges areI've done everything within my power to give him the information he has requested, as quickly as I can and he's not happy with that infoThere's nothing else I can offer that I have control over

Initial Business Response /* (1000, 5, 2016/02/23) */
Contact Name and Title: [redacted] - Owner
Contact Phone: XXX-XXX-XXXX
Contact Email: [redacted]-electric.com
Mr. [redacted] called into our service department and requested a service call to repair five outlets that were not working on...

1/26/2016. Our service coordinated scheduled the call with [redacted] for 1/28/2016 and assigned that to our technician[redacted].
[redacted], a highly skilled electrical service technician, recognized the systems immediately and traced it to a GFCI outlet in the garage and found that this outlet was tripped. The technician reset the GFI and tested the outlet to make sure that it was working properly and within specifications. This is a common service call in residential applications.
[redacted] explained to the the resident that it was simply a tripped GFCI outlet and that once reset, everything was operational. He noted on the work order the minimum call time of 1 hour and Mr. [redacted] signed the work order stating that he approved of the work, was given a copy of the work order and was informed he would receive a bill. This is a free added service we offer to many of our customers instead of collecting payment at the time of service.
The work order pricing was filled out at our office by the owner and was given to our accounting department and a bill as sent for $100, which is our minimum charge for a service call. Each additional hour after the first hour is $85.
The invoice was sent out via email on 2/2/16 stating what was done as indicated on the approved work order and the payment terms were "Due on receipt".
On 2/4 at 4:00 PM, Mr. [redacted] emailed us stating that he had not received a detailing of what the charges were for and wanted a copy of that. He also asked when payment was due and what his options for paying the bill are.
On 2/8 at 9:57 AM, [redacted] in our accounting department, emailed [redacted] back and attached another copy of the invoice with a note stating that he can pay online via the link on the invoice, he may call in with a credit card or he may send a check via mail and thanked him.
On 2/8 at 11:00 AM [redacted], replied back that he was looking for a breakdown of charges and acknowledged he was being charged $100 for the labor and wanted to know if there were any other charges.
On 2/16 on 9:18 AM, the owner of our company [redacted], sent an additional email, 1st apologizing for the delay in response as he was working in New York and had just returned. The email to [redacted] stated that there was no additional charges other than the minimum service call of $100 for the repair that was completed. He asked [redacted] if there were any other questions to please let him know and if he could be of any other assistance please let us know. Additionally, the owner gave a note to the accounting department to send a $50 gift certificate for future work.
On 2/16 at 8:40 AM the customer paid the invoice via the online link.
[redacted] Electric has the highest ratings for customer service in Bakersfield and has thousands of satisfied customers.
At no time was the customer even called demanding payment. At no time was the customer threatened with collections. The customer signed the work order at the time of service stating that the work was completed as requested.
[redacted] Electric was called out to repair an electrical issue. [redacted] Electric made the appointment. [redacted] Electric showed up on the day the appointment was scheduled. [redacted] Electric repaired the item causing the outage. [redacted] Electric explained the work that was completed. The customer approved the work that was completed. [redacted] Electric sent a bill for the work that was completed.
Mr. [redacted] never asked before hiring us what our labor rates are. This is common as 98% of the service calls we receive do not ask how much our labor rates are. If you call around our labor rates are extremely competitive with companies that offer an equal quality and service as we do.
[redacted] Electric operates on the highest standards of Ethics since our inception in 1999. We have countless recommendations from both home owners and businesses around the community and are rated #1 within the community for our customer service.
[redacted] states that he received two invoices but then states that they were not detailed. Yet, they both stated the nature of the problem of why were were called, the repair that was completed and the result of the repair. The invoice matched exactly what was written on the field work order that the customer approved with his signature.
Im not sure of what other details he might have been wanting.
If a customer calls us and would like to know our labor rates, we immediately let them know what those are. We never in any way try and hide what we charge and in fact we are very proud to let us customer's know how competitive our rates our if they are interested in those. In fact, [redacted] Electric prides themselves on 100% transparency, often offering, without the customer requesting it, less expensive repairs to save the customer money as well as being know in the industry for offering the best and most competitive solutions for the customer.
[redacted] Electric has been in business for 16 years and has an impeccable reputation for the highest quality service available in Bakersfield.
We feel that if a customer is concerned about the cost of the service call they will ask what the cost will be BEFORE they hire a company, whether its us or anyone else. Additionally we offer free estimates for many types of electrical work if the customer request those.
We also feel that an honest customer will not call us to make a repair without having the expectation that a repair will cost something.
Additionally ANYTIME a customer would like to know the cost of the repair immediately, the technicians can provide that cost for them on the spot, before the repair is made if that is requested of them. They simply have to communicate to us what their expectations are.
We feel this customer got exactly what he requested from the very initial call to our office, all the way through to the final payment process. At no time was he ever left in the dark and at no time did he not have exactly all the information he is stating that he didn't have.
We have copies of all work orders, invoices and email correspondence of this entire transaction if required.
Initial Consumer Rebuttal /* (3000, 7, 2016/02/23) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I appreciate the very long and detailed response provided by the business, however I try to be succinct and stick to the facts when it comes to this matter. It is unfortunate that the complaint had to go to the Revdex.com to get any attention from the company. You can see from their timeline that I only received a response after I said that I had paid the invoice and would be filing a complaint with Revdex.com - note the how they cleverly shifted those line items in their timeline. Apparently they indicate here that the owner was the only person qualified to inform me that labor was $100/hr and I was being charged for 1 hour of labor.
As is crystal clear from their accurate timeline, between my request on 2/4 for details and 2/16 I received no answers for my information, just more copies of the same invoice with a directive to pay them, including an 8 day timespan where there was no communication at all. You would think with the stellar history of customer support they could make time over 8 days to respond with a fraction of the minutes it took to create this response. Obviously they realized they did something wrong, why else would they send a $50 giftcard bribe? By the way, the fact that I never actually received the giftcard is another indication of empty promises from [redacted].
It is very kind of [redacted] to offer their clients free billing and it is completely true that I wrongly assumed I was getting a free estimate. I never explicitly asked for any work to be done. I was prepared to pay at the time of service, but the technician had no idea how much the cost would be. He said that it would be either $60 or $100 and that he had no copy of the invoice. I signed that work was completed, but had no idea of the cost. When I received the invoice, it clearly stated "Due on receipt" with no other sign of the date which the bill is due.
I do not believe it is fair to require clients to pay immediately, to not indicate when a bill is due, and to withhold communication for over a week until informed a formal complaint is being field. On the invoice copies, you will see there is a description but the quantity is left blank, leaving the customer without vital information prior to paying and putting pressure on them to pay as soon as possible.
[redacted] has very nicely turned their response into a bit of free advertising space by touting how excellent they are with no real facts or references, meanwhile failing to address the core concerns that they operate ambiguously without any oversight. It appears that they will not be making any changes and that is highly disappointing. So they have not apologized, they have not agreed to increase transparency in their billing practices and on top of that, they are trying to tell me that I got exactly what I requested from the beginning to the end. The hollow giftcard that never arrived is the icing on the cake.
Is this how a company with a high standard of ethics and great customer service acts?
Final Consumer Response /* (4200, 11, 2016/03/01) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I signed a document that said what work was done - this is not a contested point. I am not disputing that work was completed. Maybe this isn't getting through in my crystal clear description.
The document I signed did not indicate the amount to be billed or the date on which payment was due.
The invoice does not indicate the quantity of hours for billing or a date on which payment is due.
If 8 calendar days isn't sufficient to get back to a customer what is? I only received a response when I mentioned filing with Revdex.com.
There is no option to "call the owner directly" I communicated with the business.
The gift card nonsense isn't even worth mentioning. It's offered but never received and then it's withdrawn. What a joke.
[redacted] plays games with their customers. That is a fact. The response given by the business does not address or refute any of my issues. Rather, they continue to state that their stellar record and dismiss my dissatisfaction as being my problem, wasting both my time and my money.
I will continue to reject resolutions until one is actually proposed that resolves something, instead of blaming the customer.
Final Business Response /* (4000, 13, 2016/03/07) */
The customer signed the work order which had the technicians name, a detailed description of the work completed and his time on the work order. The only thing it did not have was a price. Pricing is normally added when our accounting department receives the work order after completed UNLESS the customer specifically request a price on the spot. That was not the case here. The Work was completed on 1/28. Within 3 business days the customer was emailed an invoice with the exact same description that was on the work order, word for word. On the invoice, was the cost for this service of $100 which is our minimum charge. On that same invoice the terms are clearly listed as "Due on receipt". The exact information he is disputing is exactly what he received. 2 days later he asked via email for the stated that he had not received any type of receipt stating what the charges are for. Our accounting office resent the same invoice to him (2/8/16 email) thinking he had not received the invoice based on his email request. This same day he asked for a breakdown of charges. I don't know what else we can offer him. He signed the work order of what was completed and received two invoices detailing the exact same thing on the work order along with the cost and when payment was due. 6 business days later upon returning from an out of state trip, I the owner responded to his email letting him know that I was out of town but wanted to reply to him. I then gave him a detailed explanation of not only what we charged him for but all of our labor charges. I also asked him if he had any further question or if that answered his questions. I knew nothing about a Revdex.com "threat" until the 20th when our accounting office showed me the email he sent threatening to call the Revdex.com for not getting a detailed invoice. On the 23rd we received the letter from the Revdex.com.
This customer has asked for an apology but what am I apologizing for? I apologized that when I got back in town I responded to his email less quickly than normal. I answered all his questions that he asked us. We emailed everything so he had written copies of everything. Does he want me to apologize because he didn't ask us how much we charge BEFORE hiring us? That's not something I control. I continue to refer to our record of quality customer service because this customer is insinuating that "we play games with our customer's" or that there are other customers that feel the way he does but YET, he's the only person complaining.
I've given this customer everything he has asked for including an apology for what is in my control. Im not sure what else I can offer in addition to the factual information I have given. I would suggest to the customer that next time he hires someone (or request an technician to come to his him to make a repair), IF he is concerned about the cost, to ask the company what the cost will be BEFORE he hires them or at minimum what their labor charges are. I've done everything within my power to give him the information he has requested, as quickly as I can and he's not happy with that info. There's nothing else I can offer that I have control over.