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Complaint Details
Note that complaint text that is displayed might not represent all complaints filed with BBB. See details.
Initial Complaint
10/10/2022
- Complaint Type:
- Order Issues
- Status:
- Answered
On 10/2/2020, I made a claim with Schneider about my equipment being damaged. They reviewed and sent back an estimate that was not acceptable due to the equipment that was damaged, and the extent of the damage. Claim number (********). On 1/13/2021, I received another email about the same claim number but no resolution. They were asking for additional information that I already provided about the equipment. 3/3/21, they sent an email for $890.00 which was extremely low and not acceptable. I sent another email with all of the information about the equipment which totaled approx $7000.00. They came back with an offer of approx $3400.00 in Apr 2021. I did not accept. I sent another email 7/2021 with more information they requested, and I did not accept. 9/22/2022, I signed the release form and decided to accept the offer anyway, even though I knew it wasn't a fair offer. The rep opened up a brand-new claim because she said that the claim was old and and couldn't find all of the information from the original claim (claim number ********). I didn't hear anything back and I called again. On 10/22, the rep said that it was being sent to another department and that there is no word yet. I need help retrieving the funds that are due to me.
Business response
10/12/2022
Dear ******************,
Thank you for bringing this issue to our attention. We apologize for any inconvenience this delay has caused. I spoke with our Claims manager and your check was mailed out on October 11. Please allow 5-7 business days for delivery. Please don't hesitate to reach out if we can be of any further assistance.
Initial Complaint
09/22/2022
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
I am trying to sell my house and the home inspector found a defect in the Schneider Electric control panel part # QOC42UF. The company has recalled the panel/component. I filed a case (case # ******** - PRB_236759) on September 14th, 2022. Per Schneider Electric's instruction, I provided my electrician's contact information to them. For the record, this electrician did NOT have anything to do with this installation. My electrician has contacted Schneider Electric 3 times over a period of days and each time he is stuck in a "phone tree" - ultimately getting a voice mailbox that is full. Needless to say, my electrician cannot leave a message. I am trying to close on the sale of my house on 10/03/22 and need to get this electrical panel repaired. Schneider Electric is not answering any inquiry attempts about the recall.Customer response
10/03/2022
I have not heard from the business in response to my complaint. This is unacceptable. Beware of doing business with this company.Business response
10/03/2022
Dear **********************,
Thank you for bringing this issue to our attention and we sincerely apologize for the delayed response. We located your case and have escalated it to the appropriate manager. We have asked that you be contacted ASAP regarding the latest status update for your case. Please don't hesitate to contact us again if you need any further assistance.
Customer response
10/04/2022
Better Business Bureau:
I have reviewed the response submitted by the business and feel it is a step in the right direction in reference to complaint #********. This case is not yet resolved but I will be happy to update BBB as things progress.
Regards,
*************************Initial Complaint
09/17/2022
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
We purchased a new home with an installed electrical box that Schneider has recalled. I have made repeated attempts to get this safety issue resolved. After months of trying Schneider has failed to live up to the recall saying they tossed it back to the builder who built our new home. Its Schneiders faulty box thats recalled not the builder. They keep promising 30 days and its been months. Schneider needs to step up and fix these boxes as they admit they are a fire hazard. Their suggestion is have a working smoke alarm in the interim, thats the dumbest thing Ive ever heard in my life. So after repeated emails and phone calls to Schneider Im turning to you to help me get this resolved. Thank you.Business response
09/26/2022
Dear ********************,
Thank you for bringing this issue to our attention and we apologize for the delayed response. We escalated this to our ************* team and I believe someone was in contact with you on Friday 9/23 to discuss the matter and the next steps. Please let us know if things are still not moving forward and we will escalate again.
Customer response
09/26/2022
Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered.
someone did reach out to me and referred it to an electrician. I still have not heard from the electrician so until the repair is made, I dont consider the complaint solved. Once the repair is done I will be satisfied.
Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
FAQ
Regards,*******
Initial Complaint
08/23/2022
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
When my house was built in 2014 I had a Schneider HOM2175SB whole house surge protector installed. Mid July of this year, I received an email from our electric provider, FPL, that my power was out. As I wasn't home I called a neighbor who advised the power had flickered several times but was on. When I returned home my GE induction range had an error **de F640. I called ******************* ** and they verified the **de was due to a power surge and two boards had to be replaced. I have searched the web and have been unable to find how to file a claim. I did send Schneider an email the response is attached Also attached is a pic of the breaker with the green OK light on. Additionally I'm attaching a **py of the repair invoice, and a pic of the two boards that were replaced.Business response
08/29/2022
Dear ******,
Thank you for reaching out. The best way to reach our Schneider Electric support team is through Live Chat.
https://www.se.com/us/en/work/support/contacts.jsp
Chat is available from 8am-8pm EST Monday-Friday. Please contact our support team at your earliest convenience and they will be happy to assist further.
Thank you!
Customer response
08/29/2022
I contacted the chat group, unfortunately the person I needed to contact was unavailable. They are supposed to email me when available.
Regards,
*************************Initial Complaint
08/22/2022
- Complaint Type:
- Delivery Issues
- Status:
- Resolved
On 08JUL2022, we received a notification from the builder of our house that there was a safety recall on SquareD electric panels used in the construction of our home. We reached out to the manufacturer as instructed. We did not receive word back until 24JUL2022. After that, we have had no follow up to this point. I have sent several messages asking for follow up, but have received no response. The company is ignoring customers affected by a safety recall issue. I am just looking to have the panel in my home inspected and repaired if needed. Schneider (the manufacturer) is unacceptably unresponsive.Business response
08/29/2022
Dear *******,
Thank you for bringing this to our attention. We apologize for the delays and any inconvenience this has caused. We escalated this to our ************* team. We have your request and someone will follow up with you within 24 hours. Please reach out again if you don't receive an update by close of business on Tuesday 8/30.
Thank you.
Initial Complaint
08/01/2022
- Complaint Type:
- Sales and Advertising Issues
- Status:
- Answered
Schneider Electric recently put out a recall on QO Plug-on ******************** I went to their site and filled out a request on July 6th to get this fixed (requires a licensed electrician). I never received confirmation of my request. On July 15th I still had not received anything (even after trying to work through their chat team) to find out when this will be resolved. No response to that email and I sent another email on July 29th, still with no resolution. It is determined that my electrical panel is part of the recall. I just want to get this scheduled so that I don't have major issues (possible issue this could start a fire). While one chat representative told me it's no big deal, there are thousand of these panels recalled.Business response
08/23/2022
Hello ********************,
We apologize for the delayed response to your concerns. We have located your case number 92865453 and have escalated it to the appropriate team. We have asked them to contact you directly within 24 hours. Thank you for your patience.
Initial Complaint
07/26/2022
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
We have a recalled SD electrical panel and its impossible to get any contact from the company. They have VERY long hold times, and there is a prompt that asks you to leave a voice mail, then it says voicemail is full. The panel needs replaced as its a fire hazard but the company isnt responding. Model QO130M200PRB We need a new panel and the cost to swap (around $2K)Business response
08/01/2022
Schneider Electric is committed to delivering high quality products to our customers. Due to high call and e-mail volumes Schneider Electrics response time to customer responses is longer than usual. If you have contacted our ******************** or filled out a Service Request form,Schneider Electric Recovery Team has your contact information is working to set up remediation with either your preferred contractor or assign a local contractor to perform the remediation. I will notify the recovery team of this request and ask that they expedite it for you.Customer response
08/01/2022
Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered.
We have already swapped the panel. Like I said, I could not get ahold of the company so Im not sure why they assumed that I did.
Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
FAQ
Regards,*******
Business response
08/05/2022
Hello *******,
I apologize for the original confusion. You state you have already replaced he panel? Do you need to be contacted by Schneider Electric to discuss any further steps?
Customer response
08/08/2022
Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered.
I do not accept the business response, I paid for the panel to be replaced and need a refund.
Business response
08/12/2022
We have been working with the Consumer ************************** to identify the impacted QO *********** models, inform the public to the issue and advise homeowners with these units on the steps to take to rectify the situation. As part of that process, we have established a protocol for homeowners to have their units inspected and, if needed, repaired by Schneider Electric-authorized professionals to address these safety concerns.This information has been shared in homeowner letters, on our website and via our social channels and the process has been utilized by more than ****** homeowners to date.
As detailed in that protocol, customers are required to register their load center via our online portal, then a member of our ************* Team will move the process forward contacting the homeowner to schedule the inspection and potential repair at no cost. Inspections and needed repairs are then completed by Schneider Electric-authorized professionals and costs associated with that project are billed directly to the company. Homeowners who do not follow that protocol, make repairs/updates outside of those identified to address the issue, or those who contract with professionals not authorized by Schneider Electric, will not be reimbursed for charges incurred.Customer response
08/15/2022
Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered.
I registered the equipment, but for some reason they do not have record of it also, im telling you it was a fire hazard and I had to get it replaced ASAP I tried calling the company but I never heard from them, their phones went unanswered, and their voicemail is full. Further, I didnt heard from the company until this bbb complaint if I had waited any longer Id risk my house starting on fire from this companys fault equipment they sold me
Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
FAQ
Regards,*******
Initial Complaint
07/09/2022
- Complaint Type:
- Product Issues
- Status:
- Answered
Schneider Electric Recalls 1.4 Million Electrical Panels Due to Thermal Burn and Fire Hazards {;ease ****** this and please read the total article We are part of this recall. I also have 2 case numbers associated with this. They tell you to get a Service Request case number #******** and a Follow-up case number #******** which we did get a couple of weeks ago. The problem is the builder who is Pulte has sent out an email putting ALL the responsibility on Schneider Electric, which is OK but it is Pulte's vendor and they had them install the Circuit Breaker Boxes so I feel they should take some of the onus of helping the residents with this. Unfortunately they are backing off of this totally and sent out a lame email to this notice. They also knew about this in May and it is now July and they finally officially sent out a notice to the residents regarding this. Either way Schneider Electric is shuffling it's feet and wasting time in sending out a tech to just supposedly do a small tweak to a s**** which has to be torqued to the box to put it in conformity. I have had slippage of a few of the circuits from time to time which they say is a possibility occurrence to happen as well as a fire in the back of the box. They also say that this is a remote possibility, but if it does and I get a fire, my Villa is a quad and it would be some fire of 4 units. There are many such units in the ************************************** Community with other homes affected and elsewhere. We all have these boxes since they range from February 2019-Octover 2021. Got any Marshmallows? I guess they are waiting for the worst thing to happen before they do anything about this!!!!!! This is not the way to conduct business of any kind!!!!!Business response
07/11/2022
Dear **************,
Thank you for bringing this to our attention. We sincerely apologize for any frustration this issue has caused. I spoke with the manager for the recovery team and someone will be contacting you before close of business on Monday July 11 to gather some additional information and discuss next steps.
Customer response
07/11/2022
Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered.
[You must provide details of why you are not satisfied with this resolution. If you do not enter a reason for your rejection, your complaint will be closed as Answered.]
I amnot satisfied on account of Schneider Electric is putting the onus on the affected Homeowner to do research to find an Electrician who is willing and able to handle this problem then to **** Schneider Electric seaparately and hope to get paid by them. These Electrical companies also needs documentation on how to fix the problem and it puts then the responsibility on them rather if it's not fixed correctly and not Schneider Electric who created this problem in the first place. There are 1.4m people affected and Schneider Electric wants everyone to take care of their own when their own people told me THEY will be sending someone out to inspect and fix the problem. That's totally BOGUS!!!!!!!!
Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
FAQ
Regards,*****
Business response
07/13/2022
Thank you **************. We definitely understand your concerns. Schneider Electric will work with the homebuilder (if known) to provide this service and can definitely help provide an electrician if need be. Schneider Electric is providing all qualified personnel with the required detailed information to perform the remediation. We have communicated that they will be released of any liability or claims pertaining to this project, provided as they perform the remediation using the instructions provided by Schneider Electric. Schneider Electric places product safety first and out of an abundance of caution made the voluntary decision to notify the Consumer ************************* and our customers regarding an issue that was discovered in our QO Plug-On Neutral Load Centers during a specific production period. Schneider Electric has coordinated all field activity to address this issue with the *****
Thank you again.
Customer response
07/14/2022
Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered.
[You must provide details of why you are not satisfied with this resolution. If you do not enter a reason for your rejection, your complaint will be closed as Answered.]
Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
FAQ
Regards,*****
I have 3 issues which I do not agree with this answer. 1. Schneider Electric is NOT working with the builder cause Pulte who is the builder does not want anything to do with this recall. 2. Schneider Electric has not gotten in touch with Luminous Electric to send them the correct instructions on what to do as of yet. Luminous will not do the fix on the boxes until they get the instructions and guarantee of payment for doing this. Since I live in a quad and if a fire condition ever exists all 4 Villas will go ** in smoke, so I need *****, *****, ***** and ***** all take care of at the same time. Supposedly this is a 5 minute torque tweak, so why not just get this done ASAP or do they want a major lawsuit to befall them!!!!! and 3. Schneider Electric IS NOT sending a professional down to do this and expects every homeowner to do their own research, get their own Electrician as I have to do the job, so why are they stating this, which is totally wrong!!!!! Otherwise I wouldn't need to get my own they would just come and do it themselves!!!!
Thank you **************. We definitely understand your concerns. Schneider Electric will work with the homebuilder (if known) to provide this service and can definitely help provide an electrician if need be. Schneider Electric is providing all qualified personnel with the required detailed information to perform the remediation. We have communicated that they will be released of any liability or claims pertaining to this project, provided as they perform the remediation using the instructions provided by Schneider Electric. Schneider Electric places product safety first and out of an abundance of caution made the voluntary decision to notify the Consumer ************************* and our customers regarding an issue that was discovered in our QO Plug-On Neutral Load Centers during a specific production period. Schneider Electric has coordinated all field activity to address this issue with the *****
Thank you again.
Initial Complaint
06/27/2022
- Complaint Type:
- Delivery Issues
- Status:
- Answered
Business has a dangerous fire hazard recall for indoor load center. Mine is under recall! Product QOC42UF and date code: ******. Spent 4 hours on business chat function on June 27, 2022, under case number ********, I expect that the business follows through and gets my load center inspected and replaced in my garage shortly.Business response
06/28/2022
Dear ****************,
Thank you for bringing this to our attention. I escalated your case to the ************* Manager responsible for this issue and he will ensure your case is prioritized. You should expect to be contacted within the next 24 hours on next steps.
Thank you.
Customer response
06/29/2022
Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered.
The business did not follow through and advise as to when the electrical company will respond to me concerning their recalled fire hazard electrical load center box in my garage.
Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
FAQ
Regards,Pearl
Business response
06/30/2022
Hi ****************,
Our customer care team attempted to reach you by phone twice and then sent an email confirming that a contractor has been hired to do your work. ******* Electric will now be in contact to schedule the work.
Thank you.
Customer response
06/30/2022
Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered.
No one has called my phone number, no one has left me a message, no contractor has called me to schedule any work. ***** at the business ignored my email.
Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
FAQ
Regards,Pearl
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