Part of my house power stayed out after a scheduled area-wide SDG&E outage I am able to do some electrical repairs and spent a couple days trying to solve SDG&E electrician did not find the problem(SDG&E only provides a minimal diagnostic service, and my problem was old equipment, not SDGE error Point Loma Electric took my late afternoon call, scheduled me for next morning, and techs showed up on timeFor a reasonable fixed price quoted in advance, Service Tech *** *** and his apprentice *** *** systematically went through all outlets and switches, over about hours, until they found a bad GFCI outlet in an obscure location Clean, wore photo ID name badges, all very professional There was a mild sales element to the interaction-offering upgrades to the whole house I appreciated the information, but just stuck with the original smaller goal of getting the bad circuit working, and that was fineI was very happy with the work performed, and I learned a lot about best quality wiring practices
Response to complaint ***
Dear Revdex.com,
RE:
This
complaint filed against our business on 4/25/
His complaint is not about our work or electrical repair services we provided. It is a price complaint and it is our understanding that the Revdex.com
does not police pricing or complaints based on pricing or “buyer’s
remorse”. This complaint is unrelated to
the quality of the services provided but based on buyers opinion that our
prices were too high compared to someone who has done work for him in the past. Our pricing was explained in advance of any
work and the customer agreed to it in advance and also signed that he was
satisfied when we were finished
We were called
out for kitchen appliances that were not getting power. As is our company policy, the technician
explained our diagnostic procedure and obtained the customers signature for
approval of the diagnostic charge (which included a repair) before
proceeding. Only after locating the
source of the problem did we make suggestions and provide a quotation for a
permanent solution for the issue he was experiencing We completed a minor repair which got his
power back on as part of the diagnostic but the only real “cure” for this issue
was to run a new circuit. He declined
the additional work for the permanent fix but did approve other minor repairs
which were suggested (one for $57, the other for $109). He signed his approval of the additional
charges and for the total amount BEFORE any work was done. The total for the diagnostic with repair and
additional minor repairs was $after a courtesy discount was applied
Please see the
attached copy of our invoice which show that the customer approved all charges
and the final total amount before our technician did the diagnostic, and again
before the additional work was begun At
the end of the service the customer signed our invoice a 3rd time to
indicate that he was satisfied with the work which was done
We are
committed to the 100% satisfaction of our customers and always call to follow
up after all service calls. When called,
the customer expressed his dissatisfaction with our pricing. He said he felt that our prices are too high
in comparison to an electrician who some years ago came to his house and
charged him only $to run a circuit and hang a ceiling fan. He felt it took longer than he thought it
should have taken for our technician to locate the source of his electrical problem
It actually took close to hours not minutes as he said in the complaint The electrician found that the source
of his electrical problem was on the other side of a wall in bedroom and he felt the electrician
should have looked there first. Kitchen
appliances are required to be isolated from other household circuits and are
not supposed to be wired into other household electrical circuits. Actually this would never be the first
place an electrician would look for a problem in a kitchen, in fact it would be
the last. He felt we overcharged him
because it took too long to find the source of the problem. It was clearly explained in advance that as a flat rate
company, we give the final price upfront in advance and the price is exactly the same no matter how long or quickly it take to locate an issue. The electrician who was at his
house has years of experience, is a skilled and meticulous technician with
an extremely high customer satisfaction rating.
He is an experienced and skilled diagnostician and cares a great deal
about providing a high level of service
In an attempt
to rectify the customers concerns, our customer service representative
suggested he speak with the owner of the company who has years of experience
as an electrician to explain the process of electrical troubleshooting and the
reasons why this would actually be the last
place to look for this issue and not the first place and therefore why it took so long (in his opinion) to diagnose the issue. The owner explained that kitchens are
supposed to be on their own isolated circuits and the electrician followed the
same protocol that any skilled electrician would follow to eliminate the
typical causes of the problems the customer was experiencing. When the issue was not found where it should
have been then he began looking at other areas.
In this case somewhere along the line, some other electrician, homeowner
or handyman tapped into the electrical line of a lighting circuit for a
bedroom. This is illegal, non-standard
and against code. Certainly not the
first place a licensed electrician would look for this problem in the kitchen
We do not
charge by the hour at all so whether the electrician found the problem in minutes
or hours the price is exactly the same.
However it was his opinion that the opposite side of the wall should
have been the first place we should have looked and that we overcharged
him because we didn't look there first.
We work
extremely hard to provide the highest level of service to all of our customers
and stand behind our customer satisfaction guarantee; however we feel
that this is not a legitimate complaint about our services but rather a case of
buyer’s remorse from someone who felt he
paid too much. This customer agreed to
all charges in advance- separate times during the service call and even
signed that he was satisfied before our technician left his premises. We don’t feel this is a legitimate complaint
against our company that should be published and reflect poorly on our business..
All complaints cause harm to our business and we take make great efforts
to ensure the complete satisfaction of our customers up to and including
refunding their money if there is any question at all about the quality of the
service we provided We will always err
of the side of the customer to ensure their satisfactionThis is not related
to our workmanship or quality of service at all but that he didn’t like the
price. The owner attempted to rectify the
situation but the complaint states that the customer felt the owner was
rude. Our customer service policies;
which are for 100% customer satisfaction ,come directly from the owner of the
company. The conversation did not go
well but he did attempt to explain the diagnostic process and why the location
of the problem was not the first place anyone would look. The customer was extremely irate and
complained that we send out incompetent employees and are a rip off. He did not allow the owner to say much but he didn't speak rudely to the customer or
hang up on him We work hard to avoid
miscommunications, but sometimes they occur.
However, this is not a legitimate complaint against our company for not
providing services, poor workmanship or services not provided. He simply didn’t like our pricing or how the
attempt to communicate with him went
We charged $
for the diagnostic work which included a minor repair which got the power back
to his appliances. This is the same price we charge everyone and we do cut it in half if the problem is quickly;y found and easily fixed This was non-legal wiring which always takes longer to diagnose since things are not done to code or as they are supposed to be The price did not increase because of that The customer also opted for our electrician
to install a GFI device as required for safety and by code in his kitchen for
$and $to replace an additional outlet and offered the customer a $
courtesy discount. The customer knew and
agreed to the pricing and the work in advance and was signed that he was satisfied with the
result
We have
attached a copy of the work order which shows his signature agreeing to the
diagnostic charge before we began any work, it also shows his signature
approving the additional work for the outlets as well as his signature that
he was satisfied with the work we did
Thank you,
*** ***,
Owner
Point
Loma Electric
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below
Regards,
*** ***
Well I am Allen out in the great city of Santee CaliforniaAnd I just have to tell you that when the owner of the company came out to fix my problem I was completely at ease that he knew what he was doing and would not cause any undue damage to my home while he was doing the repairsAlso he did a fine job, as I followed him through the entire process of trouble shooting my problemIt was done very quickly in my opinion and preciselyHe knew what he was doingI need to call him back and get a line run for my TIG welder and will do so soonAlso I found that his charges for service were very reasonable
Had previously used Point Loma Electric for some wiring mods in our garage so expected good, but not cheap, work when our year old Bosch dishwasher stopped working First called a factory certified appliance repairman who thoroughly disassembled/reassembled it before announcing it was an electrical problem - instead of 120v the dishwasher was only getting 55v Called and got on Point Loma's standby list and they fit me in early the next day Evidently their $service fee is just for them showing up - they listened to my story then wanted $for a 'Level Diagnostic and Quick Repair' - with no guarantee they could find or fix the problem I was skeptical that a quick repair was possible since the dishwasher was on a dedicated amp circuit - if it wasn't the unit itself, must be either the circuit breaker or wiring in between, right?? Charlie & Edgar troubleshot and bounced ideas off each other for about an hour and I was beginning to imagine torn out walls to repair a rat chewed wire somewhere Then Edgar had the idea to check nearby electrical outlets - bingo They found a loose neutral wire which meant that outlet was working fine but was intermittently causing problems with the dishwasher Interesting fact: that outlet hadn't been worked on for over months, when we had the kitchen counter tops replaced They quickly fixed the problem and everything is running properly again In all, an excellent diagnostic by smart, personable professionals - and don't regret the cost at all Highly recommended
Dear Sir,
We are terribly sorry that you are so upset and angry with us. What would resolve your complaint? We stand behind our committment to customer satisfaction.
However, we also maintain that the price is the exact same price we charge all customers and is within the range that reputable companies who send out licensed tradesmen and who operate in full compliance with all state licensing and employment laws charge for home repairs by licensed and experienced tradesmen or for similar work. All of our electricians have been licensed for a minimum of 8 years and are highly skilled and deserve to earn fair wages. Our prices are determined by what we must charge in order to operate legally and be fully compliant with the laws, attract qualified employees, provide fair living wages with benefits, provide insurance for the protection of our customers and employees and make a small profit of approximately 10%.
It is also our understanding that the Revdex.com does not regulate pricing or handle price complaints.
The diagnostic / repair and 2 additional small repairs were approved in writing and in advance and the electrical problem we were called out for was fixed before the electrician left. The customer signed the invoice approving the charges before anything was done. Once to approve the diagnostic charge and a second time to approve the $59 and $109 additional recommended repairs. He also signed the invoice acknowledging satisfaction with the work after it was completed.
No work related or financial recourse was requested in the complaint. If the electrical problem we were hired for was not resolved then we will be glad to send an electrician back out to take care of it at no charge.
If you are looking for an apology, then we are very sorry for anything we did that has upset you.
[redacted], Owner/General Manager
Part of my house power stayed out after a scheduled area-wide SDG&E outage I am able to do some electrical repairs and spent a couple days trying to solve SDG&E electrician did not find the problem(SDG&E only provides a minimal diagnostic service, and my problem was old equipment, not SDGE error Point Loma Electric took my late afternoon call, scheduled me for next morning, and techs showed up on timeFor a reasonable fixed price quoted in advance, Service Tech *** *** and his apprentice *** *** systematically went through all outlets and switches, over about hours, until they found a bad GFCI outlet in an obscure location Clean, wore photo ID name badges, all very professional There was a mild sales element to the interaction-offering upgrades to the whole house I appreciated the information, but just stuck with the original smaller goal of getting the bad circuit working, and that was fineI was very happy with the work performed, and I learned a lot about best quality wiring practices
Response to complaint ***
Dear Revdex.com,
RE:
This
complaint filed against our business on 4/25/
His complaint is not about our work or electrical repair services we provided. It is a price complaint and it is our understanding that the Revdex.com
does not police pricing or complaints based on pricing or “buyer’s
remorse”. This complaint is unrelated to
the quality of the services provided but based on buyers opinion that our
prices were too high compared to someone who has done work for him in the past. Our pricing was explained in advance of any
work and the customer agreed to it in advance and also signed that he was
satisfied when we were finished
We were called
out for kitchen appliances that were not getting power. As is our company policy, the technician
explained our diagnostic procedure and obtained the customers signature for
approval of the diagnostic charge (which included a repair) before
proceeding. Only after locating the
source of the problem did we make suggestions and provide a quotation for a
permanent solution for the issue he was experiencing We completed a minor repair which got his
power back on as part of the diagnostic but the only real “cure” for this issue
was to run a new circuit. He declined
the additional work for the permanent fix but did approve other minor repairs
which were suggested (one for $57, the other for $109). He signed his approval of the additional
charges and for the total amount BEFORE any work was done. The total for the diagnostic with repair and
additional minor repairs was $after a courtesy discount was applied
Please see the
attached copy of our invoice which show that the customer approved all charges
and the final total amount before our technician did the diagnostic, and again
before the additional work was begun At
the end of the service the customer signed our invoice a 3rd time to
indicate that he was satisfied with the work which was done
We are
committed to the 100% satisfaction of our customers and always call to follow
up after all service calls. When called,
the customer expressed his dissatisfaction with our pricing. He said he felt that our prices are too high
in comparison to an electrician who some years ago came to his house and
charged him only $to run a circuit and hang a ceiling fan. He felt it took longer than he thought it
should have taken for our technician to locate the source of his electrical problem
It actually took close to hours not minutes as he said in the complaint The electrician found that the source
of his electrical problem was on the other side of a wall in bedroom and he felt the electrician
should have looked there first. Kitchen
appliances are required to be isolated from other household circuits and are
not supposed to be wired into other household electrical circuits. Actually this would never be the first
place an electrician would look for a problem in a kitchen, in fact it would be
the last. He felt we overcharged him
because it took too long to find the source of the problem. It was clearly explained in advance that as a flat rate
company, we give the final price upfront in advance and the price is exactly the same no matter how long or quickly it take to locate an issue. The electrician who was at his
house has years of experience, is a skilled and meticulous technician with
an extremely high customer satisfaction rating.
He is an experienced and skilled diagnostician and cares a great deal
about providing a high level of service
In an attempt
to rectify the customers concerns, our customer service representative
suggested he speak with the owner of the company who has years of experience
as an electrician to explain the process of electrical troubleshooting and the
reasons why this would actually be the last
place to look for this issue and not the first place and therefore why it took so long (in his opinion) to diagnose the issue. The owner explained that kitchens are
supposed to be on their own isolated circuits and the electrician followed the
same protocol that any skilled electrician would follow to eliminate the
typical causes of the problems the customer was experiencing. When the issue was not found where it should
have been then he began looking at other areas.
In this case somewhere along the line, some other electrician, homeowner
or handyman tapped into the electrical line of a lighting circuit for a
bedroom. This is illegal, non-standard
and against code. Certainly not the
first place a licensed electrician would look for this problem in the kitchen
We do not
charge by the hour at all so whether the electrician found the problem in minutes
or hours the price is exactly the same.
However it was his opinion that the opposite side of the wall should
have been the first place we should have looked and that we overcharged
him because we didn't look there first.
We work
extremely hard to provide the highest level of service to all of our customers
and stand behind our customer satisfaction guarantee; however we feel
that this is not a legitimate complaint about our services but rather a case of
buyer’s remorse from someone who felt he
paid too much. This customer agreed to
all charges in advance- separate times during the service call and even
signed that he was satisfied before our technician left his premises. We don’t feel this is a legitimate complaint
against our company that should be published and reflect poorly on our business..
All complaints cause harm to our business and we take make great efforts
to ensure the complete satisfaction of our customers up to and including
refunding their money if there is any question at all about the quality of the
service we provided We will always err
of the side of the customer to ensure their satisfactionThis is not related
to our workmanship or quality of service at all but that he didn’t like the
price. The owner attempted to rectify the
situation but the complaint states that the customer felt the owner was
rude. Our customer service policies;
which are for 100% customer satisfaction ,come directly from the owner of the
company. The conversation did not go
well but he did attempt to explain the diagnostic process and why the location
of the problem was not the first place anyone would look. The customer was extremely irate and
complained that we send out incompetent employees and are a rip off. He did not allow the owner to say much but he didn't speak rudely to the customer or
hang up on him We work hard to avoid
miscommunications, but sometimes they occur.
However, this is not a legitimate complaint against our company for not
providing services, poor workmanship or services not provided. He simply didn’t like our pricing or how the
attempt to communicate with him went
We charged $
for the diagnostic work which included a minor repair which got the power back
to his appliances. This is the same price we charge everyone and we do cut it in half if the problem is quickly;y found and easily fixed This was non-legal wiring which always takes longer to diagnose since things are not done to code or as they are supposed to be The price did not increase because of that The customer also opted for our electrician
to install a GFI device as required for safety and by code in his kitchen for
$and $to replace an additional outlet and offered the customer a $
courtesy discount. The customer knew and
agreed to the pricing and the work in advance and was signed that he was satisfied with the
result
We have
attached a copy of the work order which shows his signature agreeing to the
diagnostic charge before we began any work, it also shows his signature
approving the additional work for the outlets as well as his signature that
he was satisfied with the work we did
Thank you,
*** ***,
Owner
Point
Loma Electric
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below
Regards,
*** ***
Well I am Allen out in the great city of Santee CaliforniaAnd I just have to tell you that when the owner of the company came out to fix my problem I was completely at ease that he knew what he was doing and would not cause any undue damage to my home while he was doing the repairsAlso he did a fine job, as I followed him through the entire process of trouble shooting my problemIt was done very quickly in my opinion and preciselyHe knew what he was doingI need to call him back and get a line run for my TIG welder and will do so soonAlso I found that his charges for service were very reasonable
Had previously used Point Loma Electric for some wiring mods in our garage so expected good, but not cheap, work when our year old Bosch dishwasher stopped working First called a factory certified appliance repairman who thoroughly disassembled/reassembled it before announcing it was an electrical problem - instead of 120v the dishwasher was only getting 55v Called and got on Point Loma's standby list and they fit me in early the next day Evidently their $service fee is just for them showing up - they listened to my story then wanted $for a 'Level Diagnostic and Quick Repair' - with no guarantee they could find or fix the problem I was skeptical that a quick repair was possible since the dishwasher was on a dedicated amp circuit - if it wasn't the unit itself, must be either the circuit breaker or wiring in between, right?? Charlie & Edgar troubleshot and bounced ideas off each other for about an hour and I was beginning to imagine torn out walls to repair a rat chewed wire somewhere Then Edgar had the idea to check nearby electrical outlets - bingo They found a loose neutral wire which meant that outlet was working fine but was intermittently causing problems with the dishwasher Interesting fact: that outlet hadn't been worked on for over months, when we had the kitchen counter tops replaced They quickly fixed the problem and everything is running properly again In all, an excellent diagnostic by smart, personable professionals - and don't regret the cost at all Highly recommended
Dear Sir,
We are terribly sorry that you are so upset and angry with us. What would resolve your complaint? We stand behind our committment to customer satisfaction.
However, we also maintain that the price is the exact same price we charge all customers and is within the range that reputable companies who send out licensed tradesmen and who operate in full compliance with all state licensing and employment laws charge for home repairs by licensed and experienced tradesmen or for similar work. All of our electricians have been licensed for a minimum of 8 years and are highly skilled and deserve to earn fair wages. Our prices are determined by what we must charge in order to operate legally and be fully compliant with the laws, attract qualified employees, provide fair living wages with benefits, provide insurance for the protection of our customers and employees and make a small profit of approximately 10%.
It is also our understanding that the Revdex.com does not regulate pricing or handle price complaints.
The diagnostic / repair and 2 additional small repairs were approved in writing and in advance and the electrical problem we were called out for was fixed before the electrician left. The customer signed the invoice approving the charges before anything was done. Once to approve the diagnostic charge and a second time to approve the $59 and $109 additional recommended repairs. He also signed the invoice acknowledging satisfaction with the work after it was completed.
No work related or financial recourse was requested in the complaint. If the electrical problem we were hired for was not resolved then we will be glad to send an electrician back out to take care of it at no charge.
If you are looking for an apology, then we are very sorry for anything we did that has upset you.
[redacted], Owner/General Manager