Switch Electric LLC

To whom it may concern at Revdex.com, Here are the events that took place with [redacted] regarding the work that was completed, if you look at our reviews online at Angie’s List, Yelp, our website, or any other site we are listed on we are a reputable company and do not take our customers for granted, nor would we ever try to take advantage of them [redacted] first contacted us on April 2nd, and asked word for word, "Hi, This is a pic of my current electric panel I need an upgrade and would like to know how much that would be I saw your coupons on Angie’s List and Ashley told me to send this pic to you Thanks.” We responded on April 4th word for word, "Hey ***, We can get this taken care of for you with our Angie’s offer of $1,plus tax, includes everything needed for a full installation of a 200A main breaker Siemens electrical panel with an installed surge protection breaker to protect all of your circuits in your home If interested in getting set up let me know and I can get you all taken care of, look forward to hearing from you! She then responded on April 5th word for word, "That sounds good, thank you I just want to be sure circuits won’t shorten out and that it is an upgrade from what we have Thanks [redacted] (***) [redacted] ” and I responded right after stating "Its one of the best panels you can install, let me know if you want to move forward with the install or if you have any questions, thanks again!” We then moved forward with setting up the appointment for Saturday April 23rd to complete the panel change that she requested to have doneBefore our appointment I talked with [redacted] and told her that it would be a good idea for me to stop by to ensure her service outside was rated for 200A before we installed the panel and to make sure there was not going to be an issue on the install date, she wasn’t home when I stopped by and since I only needed to see the outside I let her know we were good to go and confirmed we were on for SaturdayShe responded word for word, "Oh I was waiting for you lolSure saturday is good! Thanks.” This appointment was never set up for anything else and she never said there was any other issues I needed to look at, she only responded with the above quote after I told her we were good to go with the installation On the day of the install our electrician Bryan went right to work, during the install [redacted] requested to have a few additions added to the bill which were troubleshooting a downstairs light and outlet that was not currently functioning and adding on a surge protection breakerBryan was informed by our office that the lady on hospice (I don’t know her name) had a trust account that was going to pay for the work so he asked [redacted] if we needed to okay the extra work and she told us they would cover it so we proceeded Bryan completed all of the work later that afternoon and then [redacted] showed Bryan the downstairs room where the lady on hospice is staying, right away he noticed a refrigerator, microwave, and medical appliances all plugged in to one circuit [redacted] then stated that she wanted to make sure she wasn’t going to have issues anymore but Bryan informed her that the panel change doesn’t change the way circuits are laid out in a home and that the panel change will not solve this issueImmediately [redacted] started acting defensive and treating us like we should have known about this issue from the start because the second email she sent as stated above was "That sounds good, thank you I just want to be sure circuits won’t shorten out and that it is an upgrade from what we have Thanks [redacted] (***) [redacted] ” she never mentioned she was having issues with a bedroom circuit being overloaded or we would have recommended a troubleshooting appointment before we would’ve ever recommended a panel changeShe only asked if the panel change would cause the circuits to short out which we responded with “no” and that “its the best panel that can be installed” which it is and carry’s a lifetime warranty with the manufacturer [redacted] then called myself (Tyler K***) and immediately started arguing with me on the phone on how I should’ve know the issues in her home and that I’m the professionalI tried explaining to her that like a doctor if you don’t give us the symptoms how can we know what to give for a treatment? The only thing we knew was that she wanted a panel change and she wanted to make sure it wouldn’t make her circuits short out and that it was an upgrade from what she had, and it met all those conditions After trying to calm her down on the phone I told her that in good faith I will refund the extra work we completed to her on top of the panel change (appx$500) and that I would send two of my electricians out there to take a look at the home to see what we can do to help herI explained to her that even though the panel change didn’t fix the issue that it wasn’t a loss to her, it gave her extra room to be able to run new circuits to the downstairs bedroom to fix her issues and that this was not a waste of money to her My electricians showed up and immediately without letting them diagnose the issue she started acting defensive towards them and telling them that we messed up and shouldn’t have changed out the panel and that she wanted her issues fixedThey asked her if they could see the emails back and forth to help out on the situation which she replied “ I can’t find them right now but Tyler definitely told me it would fix the issues with the bedroom.” They told her that they spoke with me and this was not the case which she started arguing with them and they ended up having to let her know they needed to leave and could not help her if she didn’t calm down An estimate was sent to [redacted] (Estimate # ***) with the extra work that needed to be performed to fix the remaining issues in her home, the issue is she wants all the work completed with the panel change deal and we have tired explaining to her over and over that there is more that needs to be done than just the panel change What we believe the problem is is that the trust won’t release her anymore money because before we offered to refund the extra work our office assistant called the trust to make sure we were getting paid for the extra work, and they replied that we weren’t getting anymore than the panel change deal which came to $1,not the $1,that [redacted] put in her complaintWe asked the trust if they wanted to speak with [redacted] over the extra fees and they replied “absolutely not” which we thought was odd but they made it clear they did not want [redacted] calling them We have tried our best to help [redacted] out but whenever we try to move forward with the situation she wants to argue with us and we are unable to have a mature conversation or come to an agreement on how to proceedWe feel really bad for the lady on hospice in the home and want to get the issues solved but unfortunately with [redacted] making the decisions for the improvements in the home I don’t think this will ever get done if [redacted] isn’t able to properly communicate with people We have fixed one half of the problem with the home, but the other half still remains to fully eliminate the issuesWith the amount of remaining work that needs to be done we can’t do it for free because we are a small business and can’t afford the loss, and I don’t feel we should have to do this for free for something that was never our fault from the beginning Sincerely, Tyler K [redacted] owner of Switch Electric LLC Switch Electric LLCTyler K***

To whom it may concern at Revdex.com,
 
Here are the events that took place with [redacted] regarding the work that was completed, if you look at our reviews online at Angie’s List, Yelp, our website, or any other site we are listed on we are a reputable company and do not take our customers for...

granted, nor would we ever try to take advantage of them. 
 
[redacted] first contacted us on April 2nd, 2016 and asked word for word, "Hi, This is a pic of my current electric panel.  I need an upgrade and would like to know how much that would be.  I saw your coupons on Angie’s List and Ashley told me to send this pic to you.  Thanks.”
 
We responded on April 4th 2016 word for word, "Hey [redacted],
We can get this taken care of for you with our Angie’s offer of $1,798.10 plus tax, includes everything needed for a full installation of a 200A main breaker Siemens electrical panel with an installed surge protection breaker to protect all of your circuits in your home.
If interested in getting set up let me know and I can get you all taken care of, look forward to hearing from you!
 
She then responded on April 5th word for word, "That sounds good, thank you.  I just want to be sure circuits won’t shorten out and that it is an upgrade from what we have.  Thanks.  [redacted] ([redacted]) [redacted]” and I responded right after stating "Its one of the best panels you can install, let me know if you want to move forward with the install or if you have any questions, thanks again!”
 
We then moved forward with setting up the appointment for Saturday April 23rd to complete the panel change that she requested to have done. Before our appointment I talked with [redacted] and told her that it would be a good idea for me to stop by to ensure her service outside was rated for 200A before we installed the panel and to make sure there was not going to be an issue on the install date, she wasn’t home when I stopped by and since I only needed to see the outside I let her know we were good to go and confirmed we were on for Saturday. She responded word for word, "Oh I was waiting for you lol.. Sure saturday is good!  Thanks.” This appointment was never set up for anything else and she never said there was any other issues I needed to look at, she only responded with the above quote after I told her we were good to go with the installation.
 
On the day of the install our electrician Bryan went right to work, during the install [redacted] requested to have a few additions added to the bill which were troubleshooting a downstairs light and outlet that was not currently functioning and adding on a surge protection breaker. Bryan was informed by our office that the lady on hospice (I don’t know her name) had a trust account that was going to pay for the work so he asked [redacted] if we needed to okay the extra work and she told us they would cover it so we proceeded.
 
Bryan completed all of the work later that afternoon and then [redacted] showed Bryan the downstairs room where the lady on hospice is staying, right away he noticed a refrigerator, microwave, and medical appliances all plugged in to one circuit. [redacted] then stated that she wanted to make sure she wasn’t going to have issues anymore but Bryan informed her that the panel change doesn’t change the way circuits are laid out in a home and that the panel change will not solve this issue. Immediately [redacted] started acting defensive and treating us like we should have known about this issue from the start because the second email she sent as stated above was "That sounds good, thank you.  I just want to be sure circuits won’t shorten out and that it is an upgrade from what we have.  Thanks.  [redacted] ([redacted]) [redacted]” she never mentioned she was having issues with a bedroom circuit being overloaded or we would have recommended a troubleshooting appointment before we would’ve ever recommended a panel change. She only asked if the panel change would cause the circuits to short out which we responded with “no” and that “its the best panel that can be installed” which it is and carry’s a lifetime warranty with the manufacturer. 
 
[redacted] then called myself (Tyler K[redacted]) and immediately started arguing with me on the phone on how I should’ve know the issues in her home and that I’m the professional. I tried explaining to her that like a doctor if you don’t give us the symptoms how can we know what to give for a treatment? The only thing we knew was that she wanted a panel change and she wanted to make sure it wouldn’t make her circuits short out and that it was an upgrade from what she had, and it met all those conditions.
 
After trying to calm her down on the phone I told her that in good faith I will refund the extra work we completed to her on top of the panel change (appx. $500) and that I would send two of my electricians out there to take a look at the home to see what we can do to help her. I explained to her that even though the panel change didn’t fix the issue that it wasn’t a loss to her, it gave her extra room to be able to run new circuits to the downstairs bedroom to fix her issues and that this was not a waste of money to her. 
 
My electricians showed up and immediately without letting them diagnose the issue she started acting defensive towards them and telling them that we messed up and shouldn’t have changed out the panel and that she wanted her issues fixed. They asked her if they could see the emails back and forth to help out on the situation which she replied “ I can’t find them right now but Tyler definitely told me it would fix the issues with the bedroom.”
They told her that they spoke with me and this was not the case which she started arguing with them and they ended up having to let her know they needed to leave and could not help her if she didn’t calm down.
 
An estimate was sent to [redacted] (Estimate # [redacted]) with the extra work that needed to be performed to fix the remaining issues in her home, the issue is she wants all the work completed with the panel change deal and we have tired explaining to her over and over that there is more that needs to be done than just the panel change. 
What we believe the problem is is that the trust won’t release her anymore money because before we offered to refund the extra work our office assistant called the trust to make sure we were getting paid for the extra work, and they replied that we weren’t getting anymore than the panel change deal which came to $1,798.10 not the $1,977.91 that [redacted] put in her complaint. We asked the trust if they wanted to speak with [redacted] over the extra fees and they replied “absolutely not” which we thought was odd but they made it clear they did not want [redacted] calling them.
 
We have tried our best to help [redacted] out but whenever we try to move forward with the situation she wants to argue with us and we are unable to have a mature conversation or come to an agreement on how to proceed. We feel really bad for the lady on hospice in the home and want to get the issues solved but unfortunately with [redacted] making the decisions for the improvements in the home I don’t think this will ever get done if [redacted] isn’t able to properly communicate with people.
 
We have fixed one half of the problem with the home, but the other half still remains to fully eliminate the issues. With the amount of remaining work that needs to be done we can’t do it for free because we are a small business and can’t afford the loss, and I don’t feel we should have to do this for free for something that was never our fault from the beginning.
 
Sincerely,
 
Tyler K[redacted] owner of Switch Electric LLC
 
 
Switch Electric LLCTyler K[redacted]