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Complaint Details
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Initial Complaint
14/11/2022
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
August 16th 2022 I gave BHC Power a deposit to have a Generlink installed. I was told they had it in stock, was a quick job and would take 2-3 weeks to coordinate with Ottawa Hydro. I called in early October 2022 and spoke with reception and was told someone would call me back in 24 hours. After a few weeks of no reply I called again but their phone goes straight to voicemail. I left a message saying I understand most trades are busy and if they’re backed up with work to let me know an estimate of when the work will be done. I called again and left another message. I’ve also sent e-mails and have not received a reply. It’s unacceptable to not have the courtesy to even reply. Their phones currently go straight to voicemail. I would like my deposit refunded.
Business response
15/11/2022
Hi ****,
First of all, I would like to apologize for the lack of communication on our part. The call volume coming into our office since the May storm have been overwhelming to say the least. Add COVID and a shortage in staff do the mix and it spells trouble. In order to try and keep up with the volume, we have hired an answering service to take the overload. This has been challenging and too many messages have unfortunately fallen through the cracks.
We are in the process of hiring more office support staff in order to provide the great service all of our customers deserve.
Now we do have an install date of November 23 at 10:30AM confirmed with hydro. I will leave it up to you to tell me if you want to keep that date, or if you would rather get your deposit refunded. Please let me know how you would like to proceed and please accept my apologies for the lack of communication. I am working diligently to get that rectified ASAP.
Thank you very much,
** ********** *********
BHC POWER INCCustomer response
15/11/2022
****** ******** *******
I have reviewed the response made by the business in reference to complaint ID 18401119, and was given an installation date for the work. Assuming they actually show up and do the work I find that this resolution is satisfactory to me.
Sincerely,
* ********
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Customer Complaints Summary
1 total complaints in the last 3 years.
0 complaints closed in the last 12 months.