Relco Electric, Inc.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
I am not an electrician. I expect any electrician that comes to my home to give me an adequate and thorough explanation of any possible reasons for any issues at my home. I don't know what to ask for, I don't know what tests to ask for, all I know how to do is describe the issue that we're having. If, on the first visit on August 16th, the electrician had recommended that the exterior lines be tested and repaired or replaced, I would have done so. I could've done it on any schedule. At that time LG&E had not found the variation in my exterior voltage readings to be so dramatic that they had to cut the power off. The repair could've been made without any drama, emergency or overtime cost.  This recommendation was never made. This referral was never made. This other company was never recommended to me. The issue within the exterior lines further degraded, so that the second time the electrician came and didn't check the exterior lines, didn't recommend the exterior lines be checked, did not make this referral to this other company, I insisted that LG&E return and by that time, the situation had deteriorated and the readings were with such variance that the power had to be immediately cut off. It is appalling that any electrician would make several visits to the home without investigating fully the cause of the issues. Or acknowledging that their company cannot investigate the suspected cause of the issues, because the issue may be outside of the purchased warranty. Further, to have that company contact me, a full three days after they left me with this situation, and hang up on me when I questioned their ethics is merely an indicator of Relco's lack of professionalism. I can see why this $100 service fee and the $500 overtime cost I incurred is so hard for this company to part with if this is how they regularly conduct their business. This "pass the buck" system that Relco and the electric company forced us into is shocking and borderline fraudulent. The bottom line is that any company looking to uphold their good name and reputation should be able to offer my family something more than a curt "have a nice day," and a dial tone. 
[Provide details of why you are not satisfied with this resolution. Please respond here ONLY]
Regards,
[redacted]

We are a contractor for 2-10 Home Buyers Warranty. They dispatch claims to us for homeowners that have a warranty in place. When our tech made the first visit to Ms. [redacted]'s home, the lights were not flickering. He checked connections in the electrical panel and did not find a problem. The second...

visit the lights were flickering, so we again checked the connections in the panel, and also in the electrical meter outside of the home. Please note that 2-10's warranty DOES NOT cover any electrical issues outside of the home. We suggested she call LG&E to see if they had any issues. Apparently, the underground electrical service  from LG&E's transformer to her home developed a problem. The only way we have to find those problems is to contract we a locating service, who has the equipment to trace the wire, and sometimes, find the fault. It was not our responsibility to make repairs other than those covered by the warranty. We do apologize for the late response to her voice mail, but we are extremely busy. Even if we had been able to respond to her 3:30 PM call, our techs would have been on overtime and she would have had to pay us for the overtime charge also. We did everything required by our contract with 2-10 Warranty, so the $100.00 deductible that was paid to us was earned according to the terms of her warranty.Ms. [redacted]'s initial Work Order from 2-10 was emailed to us on 7/30/16 late in the afternoon, we left her a voicemail on 8/1/16, and when she returned the call, asked us to hold on the the order. She eventually called back and scheduled the call for 8/15/16. The second work order was received on 9/21/16, at which time we called and left a voicemail. Ms. [redacted] never called us back, so we called again on 10/10/16 and she scheduled the call for 10/13/16 As you can see from the attached work order, her warranty does not include " wiring outside of the home, or wiring or other electrical items located outside of the perimeter of the principal dwelling and attached garage"