ComplaintsforSmith Electric Inc

• Initial Complaint

  11/07/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I was having an issue with a circuit breaker tripping. I called Smith Electric on a recommendation and made an appointment for them to investigate what the issue may be. I had an appointment at 9:00 AM. By 9:05 AM, I was advised that the work was completed. I was told that they replaced the circuit breaker. The electrician did not know how much it was going to be (although he said breakers were about $80) and he requested that I sign the work order (with no cost listed). He told me the invoice would be mailed. I was expecting to see an estimate BEFORE they completed the work, but I signed the work order because the work was completed and in the back of my mind I was thinking "it can't be too much for less than 10 minutes work". About three weeks later I received an invoice for $330.00. The invoice had no breakdown of parts cost or labor time, just an invoice that said "REPLACED ARC FAULT BREAKER WITH REGULAR BREAKER TO STOP NUISANCE TRIPPING" and a charge of $330.00. I thought it had to be an error and sent an e-mail requesting that they review the invoice. I received a reply, stating parts were $110 and labor $220. I sent a secondary e-mail and asked once again, before I put the check in the mail, to please have someone please review these charges. They did not respond to that e-mail. I am dissatisfied in the excessive charges for the actual work and time spent, the fact that they completed the work without providing an estimate, or even obtaining my authorization, and that they blew me off when I inquired about the charges.

  Business response

  11/09/2023

    We have received your recent complaint to the BBB for invoice number S-*****-S. Its unfortunate to hear you were dissatisfied with our services. Prior to confirming our repair service, it was advised that we as a company charge a $220.00 minimum per hour. This hourly rate includes up to 15 minutes of drive time from the shop to the job address,as well as the inspection that our techs conducted. As discussed initially, a 1 hour minimum charge is standard in **************** for most all service departments to get into their schedule. Please feel free to check with other local established shops (15 years or more in business) on their one hour minimum. The material is an additional charge aside from the hourly minimum. Our techs arent authorized to speak on pricing, we apologize for the confusion. Per our records you got into contact with our office manager regarding pricing. She confirmed the price breakdown and addressed the confusion with our tech. 

  Customer response

  11/09/2023

   
  Complaint: 20838271
  
  I am rejecting this response because:

  I had telephoned your company to come investigate a breaker that was tripping.  At no time during that phone call was I informed that there would be a $220 minimum hour labor charge.  Your attached e-mail documentation, in which your office manager replied to my e-mail that there was a one hour minimum $220 labor charge, was in response to an email that I sent after I received the invoice, weeks after the service call.  Additionally, the company went ahead and performed the work before even providing an estimate or advising me what issue was that causing the breaker tripping.  Lastly, the work was completed by the technician without even obtaining my authorization. As it is, because the work was completed, the company put me in a position of essentially having to hand you a blank check.  Since you suggested contacting other electric companies to verify minimum labor charges, please note that prior to initially reaching out to you for what I considered an excessive charge for the work and time spent, I contacted another licensed electric company requesting the same work that you completed and was given an estimate that was $80, or 25% cheaper, than what I was charged by your company.
  Sincerely,
  
  ***************************

  Business response

  11/17/2023

  Im happy to see that you contacted other contractors and this time apparently asked for pricing. Other contractors cannot give an accurate estimate over the phone without eyes on the issue. But the repairs that were done by us you are not upset about, but you are upset at the pricing for our services.
              By looking at our profile you will see there is a lack of complaints against us in a 23 year history. Which brings me to believe that you want a discount. At no time did you ask for our discounts such as a military and senior citizen.
              At this point we have sat down with our techs and made sure they are clear that pricing is something they dont quote. Thank you for bringing to our attention that someone did. We have rectified that.
  Im glad that you now know that there is more than one contractor in town. For future endeavors you will ask for pricing up front. Sorry our high recommendation did not meet your pricing.
  At this point I believe there is nothing I can say that will help you understand the intricacies of electrical contracting and pricing for such services to employ many employees. As much as I can appreciate your position I believe your ability to complain to the public about how you might have been wrong I still stand firm that our business practices and pricing are competitive in ****************.
  
  P.S. At no point in time did you complain about the work that was done, just the pricing. I can live with that

  Customer response

  11/21/2023

   
  Complaint: 20838271
  
  I am rejecting this response because:
  You have not addressed the fact that your company completed the work without providing an estimate and also without even obtaining my authorization to do the work. You are correct,  I checked pricing with another company only after being shocked at the $330 invoice for less than 10 minutes of work. ****** learned is to only do business with contractors who are transparent upfront about costs and who complete the work only with your authorization to do so.

  Sincerely,
  
  ***************************

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