Newington Electric

From: April P[redacted] Sent: Thursday, November 19, 2015 5:46 PM To: 'April P[redacted]' Subject: complaint ID # [redacted]   Good morning Ms. [redacted], I receieved your final notice via mail on 11/19/15 and immidetaly placed a call to your office to notify someone...

of just receieving this letter. Please note our address our address listed on this letter dated november 13,2015 is incorrect our address for the past year has been [redacted]. In regards to Mr. [redacted] complaint please see the following chain of events. On 10/2/15 7:27pm I receieved an emergency service request phone call from [redacted] She stated she had half power. I have been handling [redacted] Electrics emergency phone like for over 6 years so I am very clear with all customers the charges the cancellation policy and the time frame of the electrician arriving. After [redacted] stated her problem she told me she had several items in her house without power. I walked her thru a couple items I thought it may be the problem, a tripped gfci or breaker or even a power company issue due to the severe rain storm we were having that night. I then told her if I send a techinician to her house and they find it’s a power company issue the minimum half hour emergency fee would still be due. Which was told to her on the phone it was $325.00 for the first half hour of emergency service. [redacted] is located in [redacted] Connecticut which is approx. 1.25 hours away without traffic and we were in the middle of a rain storm. I told her the ETA of arrival time would be around 2 hours. I suggested she call the power company first because they will verify if it is a problem on their end for free. She said ok let me talk to my husband and I will call you back.  At 7:53 pm 10/2/15 I receieved a phone call from [redacted] requesting service I again reminded her of if she cancels because it turns into a power company issue she will still be charged. I told her not a problem it would be around 2 hours since it is a far drive. She said ok. Around 9:40 or so I receieved a phone call from our answering service stating it was a power company issue and they didn’t want service. I reached out to Phil the electrician on his was which said he was pulling on his street. I told him to go to the house and check out her service as they are still paying for the first half hour of your time since you just drove an hour and a half. He arrived at the house and Mr. [redacted] stated he canceled service and he doesn’t want us in the house at all. We then told him he was still liable for the service fee even if he cancels. He asked Phil leave and I didn’t hear from him again. This was now 10pm on a Friday night. On Monday I sent him the invoice for the service call as discussed with Tara. Several days later I receieved a phone call from Mr. [redacted]. I spoke with him a couple times going over the service request and the electricians visit. He believes that we didn’t do any work so he shouldn’t have to pay anything. But [redacted] was well informed of her options along with my help of trying to diagnose the problem over the phone. She insisted we go out tonight no matter what it costs. So we did. The problem did turn out to be a power company issue as we saw them working on her street on arrival. On 10/16/15 [redacted] Called in his credit card for payment in full for the $325 service fee.     April P[redacted] General Manager/ Service Manager ###-###-#### [redacted] ###-###-####

From: April P[redacted] ...

Sent: Thursday, November 19, 2015 5:46 PMTo: 'April P[redacted]'Subject: complaint ID # [redacted]   Good morning Ms. [redacted], I receieved your final notice via mail on 11/19/15 and immidetaly placed a call to your office to notify someone of just receieving this letter. Please note our address our address listed on this letter dated november 13,2015 is incorrect our address for the past year has been [redacted]. In regards to Mr. [redacted] complaint please see the following chain of events. On 10/2/15 7:27pm I receieved an emergency service request phone call from [redacted] She stated she had half power. I have been handling [redacted] Electrics emergency phone like for over 6 years so I am very clear with all customers the charges the cancellation policy and the time frame of the electrician arriving. After [redacted] stated her problem she told me she had several items in her house without power. I walked her thru a couple items I thought it may be the problem, a tripped gfci or breaker or even a power company issue due to the severe rain storm we were having that night. I then told her if I send a techinician to her house and they find it’s a power company issue the minimum half hour emergency fee would still be due. Which was told to her on the phone it was $325.00 for the first half hour of emergency service. [redacted] is located in [redacted] Connecticut which is approx. 1.25 hours away without traffic and we were in the middle of a rain storm. I told her the ETA of arrival time would be around 2 hours. I suggested she call the power company first because they will verify if it is a problem on their end for free. She said ok let me talk to my husband and I will call you back.  At 7:53 pm 10/2/15 I receieved a phone call from [redacted] requesting service I again reminded her of if she cancels because it turns into a power company issue she will still be charged. I told her not a problem it would be around 2 hours since it is a far drive. She said ok. Around 9:40 or so I receieved a phone call from our answering service stating it was a power company issue and they didn’t want service. I reached out to Phil the electrician on his was which said he was pulling on his street. I told him to go to the house and check out her service as they are still paying for the first half hour of your time since you just drove an hour and a half. He arrived at the house and Mr. [redacted] stated he canceled service and he doesn’t want us in the house at all. We then told him he was still liable for the service fee even if he cancels. He asked Phil leave and I didn’t hear from him again. This was now 10pm on a Friday night. On Monday I sent him the invoice for the service call as discussed with Tara. Several days later I receieved a phone call from Mr. [redacted]. I spoke with him a couple times going over the service request and the electricians visit. He believes that we didn’t do any work so he shouldn’t have to pay anything. But [redacted] was well informed of her options along with my help of trying to diagnose the problem over the phone. She insisted we go out tonight no matter what it costs. So we did. The problem did turn out to be a power company issue as we saw them working on her street on arrival. On 10/16/15 [redacted] Called in his credit card for payment in full for the $325 service fee.     April P[redacted] General Manager/ Service Manager ###-###-#### [redacted] ###-###-####

Review: Requested emergency electrical repair service. Spoke with April P[redacted] of [redacted] to schedule. Was told electrician would be on site in approximately 1.5 hours, even though website advertises 15 minutes. After waiting more than time told and no call informing from business of ETA, called to cancel service. Spoke to representative at [redacted] that could not provide update, I asked to please cancel request. [redacted] representative acknowledged and confirmed cancellation and would inform electrician of cancellation. Electrician still arrived and [redacted] issued invoice erroneously claiming I cancelled service at the door. Made multiple attempts to resolve with April who who refused to return calls. Was left on hold for multiple times for extended periods of time as well as having call disconnected.Desired Settlement: Refund. Also, inform customers at time of calling if request is made to cancel service the service can not be cancelled once dispatched and invoice will still be sent. Do not falsify invoices that cancellation was made at door. Improve customer service, retrain April in dealing with customer billing issues.

Business

Response:

From: April P[redacted] Sent: Thursday, November 19, 2015 5:46 PM To: 'April P[redacted]' Subject: complaint ID # [redacted] Good morning Ms. [redacted], I receieved your final notice via mail on 11/19/15 and immidetaly placed a call to your office to notify someone of just receieving this letter. Please note our address our address listed on this letter dated november 13,2015 is incorrect our address for the past year has been [redacted]. In regards to Mr. [redacted] complaint please see the following chain of events. On 10/2/15 7:27pm I receieved an emergency service request phone call from [redacted] She stated she had half power. I have been handling [redacted] Electrics emergency phone like for over 6 years so I am very clear with all customers the charges the cancellation policy and the time frame of the electrician arriving. After [redacted] stated her problem she told me she had several items in her house without power. I walked her thru a couple items I thought it may be the problem, a tripped gfci or breaker or even a power company issue due to the severe rain storm we were having that night. I then told her if I send a techinician to her house and they find it’s a power company issue the minimum half hour emergency fee would still be due. Which was told to her on the phone it was $325.00 for the first half hour of emergency service. [redacted] is located in [redacted] Connecticut which is approx. 1.25 hours away without traffic and we were in the middle of a rain storm. I told her the ETA of arrival time would be around 2 hours. I suggested she call the power company first because they will verify if it is a problem on their end for free. She said ok let me talk to my husband and I will call you back. At 7:53 pm 10/2/15 I receieved a phone call from [redacted] requesting service I again reminded her of if she cancels because it turns into a power company issue she will still be charged. I told her not a problem it would be around 2 hours since it is a far drive. She said ok. Around 9:40 or so I receieved a phone call from our answering service stating it was a power company issue and they didn’t want service. I reached out to Phil the electrician on his was which said he was pulling on his street. I told him to go to the house and check out her service as they are still paying for the first half hour of your time since you just drove an hour and a half. He arrived at the house and Mr. [redacted] stated he canceled service and he doesn’t want us in the house at all. We then told him he was still liable for the service fee even if he cancels. He asked Phil leave and I didn’t hear from him again. This was now 10pm on a Friday night. On Monday I sent him the invoice for the service call as discussed with Tara. Several days later I receieved a phone call from Mr. [redacted]. I spoke with him a couple times going over the service request and the electricians visit. He believes that we didn’t do any work so he shouldn’t have to pay anything. But [redacted] was well informed of her options along with my help of trying to diagnose the problem over the phone. She insisted we go out tonight no matter what it costs. So we did. The problem did turn out to be a power company issue as we saw them working on her street on arrival. On 10/16/15 [redacted] Called in his credit card for payment in full for the $325 service fee. April P[redacted] General Manager/ Service Manager ###-###-#### [redacted] ###-###-####