ComplaintsforBates Electric Inc.

• Initial Complaint

  10/06/2023

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  H3136****313535343231H takes advantage of seniors! They sent out a tech that did not have the knowledge of H33343630**3038333835H. He kept stalling and adding more money to bill. Once the bill reached $258.00, I finally told him to leave since he does not know what he is doing. HE wanted more money every 15 minutes to do nothing. I am on a fixed, low income. I made 4 calls to resolve issue and they would not return calls. They don&#**;t care about customers just out for your money! Not only are they techs incapable but also office personnel. This company should be held responsible for their employees.Refund of all my money. Being on a low fixed income this really hurt. i still had to call another company and they did fix the problem.

  

  Business response

  10/09/2023

  After multiple attempts to reach this customer, we were finally able to make contact today, October 9, 2023. The customer's complaint has been resolved and is happy with the outcome. 

  Customer response

  10/12/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *******************

• Initial Complaint

  12/01/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On November 1st. 2022 I had a technician from Bates Electric come to my newly purchased home to install fans in 3 bedrooms. 2 of the bedrooms did not have boxes for fans as there were not fixtures, just dimmable recessed lights, while the third room had an existing fixture that just needed to be replaced with a fan. The technician proceeded to install the 2 boxes for the fans, and rewired and disabled the dimmable recessed can lights in the 2 bedrooms, requiring access to my attic. I paid $648 for this service, and was told it was executed without problem. On November 28th, 2022, I had a different technician come out to change out the recessed lights for smart lights in one bedroom so I could have the fan on but lights off, also requiring access to my attic. This was executed, as I was told without problem, which I paid $606 for. On November 29th. 2022 there was a bad storm, and the next morning November 30th half my lights and outlets were off and not working. I called a different company to come out and resolve the issue. When they came and tried to fix the issues, they discovered that I had dangerous wiring done in my attic going directly to where the work had been done to the lights and fans that was not to code. I called Bates electric to complain and have the issues resolved by repair or refund, and provided picture evidence of the dangerous work that had been done by their technicians, to which they denied was their fault, and did nothing to resolve the issues. I will not have to have a different company come out and fix the problems they caused, as well as have half my house rewired.

  

  Business response

  12/08/2022

  We have spoken with customer and we will be sending out a technician to assess the wiring at no charge. If it is something caused by Bates Electric, the work will be at no charge. If not, we will provide a cost to repair the items. 

• Initial Complaint

  10/24/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  The complaint below primarily regards Bates' billing -- not its electrician who seemed skilled and conciencious. Bates has overcharged me for its May 4 service and declined to remediate the crystalline silicia contamination it caused. 1.) Between 9:00 A.M. and 1:00 P.M. as the electrician worked on site, Bates' office and the electrician repeatedly stated that the installation of two outdoor lights would take about four or five hours and consequently cost about $1,000. (Five hours @ $98 each; Service charge: $98; Parts: $200; Parts acquisition: $98; Ladder rental:$61.53.) This was the only quote Bates' office and its electrician provided and my only basis for which a hiring decision. Instead, Bates billed me for eleven (11) hours at a cost of $1321.14 for installing one light -- a 400% price increase.I never provided Bates with a blank check, permission to begin the job if it was clear that it could have taken significantly longer than five hours, or consent to continue the job without further authorization if it became apparent that the job would take longer than five hours. Bates did not present any documents for review or signage prior to the completion of the job. Bates should honor its quote.2.) Bates' documents show that it billed me an incorrect $75 ********** ladder rental fee instead of the correct $61.53 charge -- a $13.47 error. Bates should revise its bill for accuracy.3.) Bates billed me for a warranty that it has apparently rescinded. Bates should reduce my bill commensurately.4.) Bates declined to restrict, test for, remediate, or inform about the crystalline silica contamination that it unnecessarily caused during installation. (Bates' COO emailed that Bates performs routine site cleanups.) I have already spent about $800 on professional carpet cleaning and equipment.Bates should either remediate the contamination or reimburse me.5.) Bates hasn't addressed concerns with its work. It should facilitate my hiring of a other electrician.

  Customer response

  10/26/2022

  Good afternoon,

   

  I was asked to spell my first name. It is "****".

   

   Thanks.

  JS

  

  Business response

  10/31/2022

   

  Good Afternoon - The following email was sent to ************** on 9/23/22 with no response. 

   

  ************** -
  
             I would first like to thank you for looking to Bates Electric to provide you with electrical solutions. For over thirty years we here at Bates Electric has strived to build a business with a solid foundation of professional team members and quality installations.
  
             In response to your concerns and after review of all related documents and phone recordings:
  
  > I do not see that we ever provided you with a "hard bid" type proposal?  If so please provide copy for my review.
  Or protocol is when a customer calls in with scopes of work the want done, we explain that all service type work is done on an hourly basis plus material.  If a client wants a price for that associated work we explain that we cannot give a hard price over the phone, sight   unseen.  That would be horribly inaccurate as every building is constructed differently and wired differently.  So we do offer to provide the average cost for similar type scopes of work we do.  We again explain that the price we share with them is not specific to their job,just an average cost on typical installations. And again, state that all work will be completed on a time and material basis.  Our recorded calls note that these rates were explained prior to booking your appointment.
  
  > On 5/4/22 you signed the ACCEPTANCE CONTRACT AND INVOICE. 
  This form is completed in two parts.
  The first half of the document is completed by the technician prior to commencing work.  Our technicians review several prerequisites, including the hourly rate and that all installation will be completed at time and material basis inclusive of our rate of ****** service call fee and ****** per hour. You signed this section of the contract prior to our work commencing.  (we have since discounted our rate to ***** based on prior conversations with our customer service team as an act of good faith)
  
  >At completion of the work you once again printed and signed the document agreeing that all work was completed as well as all associate charges.
  This document clearly notes that all terms and conditions one rear of document apply.  Which excludes any cost for cleanup.  If there is need for cleaning, we are always glad to do so but related charges will apply.  Most client prefer to not want to pay electrician rates for simple cleaning and address that themselves to save money, which is completely understandable.
  
  
  >We have no record of you notifying us that there were any hazardous materials in your home. So please advise us of what hazardous items our technician may have come in contact with unknowingly at your home.
  
  
    I look forward to responses to above concerns.

  
  

  Customer response

  10/31/2022

  Complaint: 18306607
  I am rejecting this response because:
  The business' response does not provide a definitive and reasonable solution to my concerns; It is only the beginning of an examination of my concerns so it ends with an expectation of my response. Furthermore, it contains several critical errors that are documented by its own processes.

  As you've observed, the Bates email you sent me does not provide a resolution to my complaint but kindly note:My assistant sent two responses to the Bates email (you sent me) that were both received by the Bates email system. (I know they were received because I did not receive an automatic indication that they were not received and I have never had one problem sending email successfully in thirty years.) These two responses may be found below along with the original email to Bates' COO. I won't add to the details provided by the emails below since they are reasonably comprehensive.

  Would you provide me with the name of a specific person who is handling my complaint or should I just continue to contact the office?Thanks for your work so far.
  
  Sincerely,
  
  *******************

  Customer response

  11/01/2022

  Thank you for attaching my follow up email to my complaint. I am disappointed that the business'  response is still marked by several documented factual errors; Although the entire text of the emails I've sent you is valuable to an understanding if my case, I'd like to draw your attention to two paragraphs in particular and to a statement from ****** Bates, the Bates COO.
  
  The first makes the point that the estimate was an on-site estimate that was repeated over the course of about four hours as the electrician actually worked on the job. My point is that most consumers would have regarded that estimate to be a reliable quote.
  
  > I understand that you did not provide me with a "hard bid"; My point is that consumers expect an experienced electrician's on-site estimate of four to five hours -- repeated and unchanged over the course of about four hours -- to be generally accurate and consequently constitute something of a "hard bid". This is what I understood -- and I think that understanding would widely be considered reasonable. (I certainly did not provide Bates with a blank check, permission to begin the job if it was clear that it could have taken significantly longer than five hours, or consent to continue the job without further authorization if it became apparent that the job would take longer than five hours.) Although Bates did not provide me with the classical "hard bid", it led me to believe the job would cost approximately $1,000 by not saying something like "We do not know what this job will cost" or "This job will take anywhere from five to twenty-five hours" when it had many opportunities to do so. Given Bates' impressive experience, it must have known that my consent for it to perform a service was not the provision of a blank check and that I had no basis to expect my final bill to differ significantly from its only on site estimate. It is exceptionally rare for consumers to provide blank checks in these circumstances; As you know, mentally competent consumers do not provide blank checks or imagine that their bill could total four times or 400% their onsite "soft" estimate. It bears reiteration that I am now faced with the absolutely shocking estimate of more than twenty hours (instead of five) and a bill of approximately $4,000 -- fully four times the only Bates estimate.
  
  The second paragraph that warrants extended focus makes the point that the crystalline silica contamination was preventable.
  
  This crystalline silica contamination occurred because Bates ommited to cover the attic with a sheet of plastic and because Bates did not provide the electrician with protective clothing for him to wear as he drilled and to remove on each occasion that he entered the home. The preventable contamination occurred solely because of these omissions; It was not an inevitable consequence of the installation.
  
  Lastly, the Bates COO stated: "If there is need for cleaning, we are always glad to do so". Enough said except for one point: Since this contamination occurred as a consequence of Bates' not covering the attic with plastic and providing its electrician with clothes to use when he drilled and to take off when he worked in other parts of the home, Bates should pay for it.
  

  Customer response

  11/10/2022

  11/10/2022 Mediator sent an email to the consumer regarding mediation.

  11/17/2022: Invalid phone number, mediator will follow up with an email.

  12/02/2022: The business, Bates Electric, has not begun to address the issues listed in the complaint. 

  12/02/2022: Mediator sent an email to the consumer requesting copy of the original contract and hazard material documentation.

  12/05/2022: There was never a contract or written agreement of any kind between Bates and I. The only documentation I have from Bates are the various bills that that Bates provided by mail and by email. Bates did not provide a contract for signage prior to the start of the job, charged me the wrong hourly fee of $125 instead of $98, and did not  provide me with a copy of the bill when the job was complete. I only obtained a copy of the original bill -- upon job completion -- by having it videotaped as the electrician prepared to leave. Bates has a LOT of billing problems. I'm not sure I can provide photographs of the crystalline silica contamination. Crystalline silica is so tiny that it can be invisible but they can kill you -- or make you very and permanently sick. (The particles are so small that they can remain suspended in the air for up to two weeks.)

  12/06/2020:  As I respond today, I'd like to reiterate that the business -- Bates Electric -- has not even begun to respond to the complaint and has not acted in good faith. It's response to the BBB is merely a CC of its response to me; Additionally, Bates' response is filled with inaccuracies, misstatements, and omissions.
  >
  > The easiest points first. The second point of my complaint is that Bates misrepresented the ********** bill as $75 when the bill is actually $61.53. The attached ********** receipt proves my position and necessitates Bates revision of my bill. Bates ommitted to address this in its response.
  >
  > The fifth point of my complaint is that Bates has not addressed outstanding concerns regarding its work. One of these concerns is that the Bates's electrician was paid to purchase parts for the installation of two lights but he only purchased the parts for the installation of one light. Please see attached. I should not have to pay a second electrician $100 for his/her time to go the store again to purchase parts but Bates has made it necessary. (I am an old lady who would hardly know an electrical part from a plumbing part.)
  > Bates should lower its bill by by the amount that it will unnecessarily cost me to pay an electrician to buy the parts -- for the second time. The Bates COO did not address this point either.
  >
  > The third point of my complaint is that Bates has billed me for a warranty it has rescinded. If Bates's warranty was in effect, it would have sent an electrician to determine why the light is not dimming appropriately, the reason it takes so long to activate, and to fulfill the manufacturer's requirenent that the installation is inspected because it is installed in reverse. (The "On" light is on when the light is off.) Furthermore, Bates must route staple, and sheathe its wiring in order to eliminate hazardous risks but it has not done so. Bates has not scheduled any service calls despite my complaints so I can only assume that the warranty is rescinded. I should not be charged for a nonexistent warranty; The bill should be adjusted commensurately. It's failure to honor its warranty will cost me hundreds. The Bates' COO refused to address this point as well.
  >
  > Lastly, I've had to spend $800 and counting to remediate the contamination Bates causes. Bates's COO promised to clean up but never followed through.
  >
  > My point is that Bates has not even begun to act in good faith because it has not addressed the points of my complaint and it has not acted upon the only promise it made -- to clean up the contamination.
  >
  > I've included an earlier email below. The Bates COO suggested that Bates provided an in office estimate but this is not so; Bates provided an on-site estimate.
  >
  > Thank you again for your continuing review of my complaint. I appreciate all you're doing.

  12/20/2022: As you know, my recent emails demonstrated that Bates Electric had not begun to respond to even one of the points listed in my BBB complaint. Needless to say, I haven't heard from them in months; Has there been any traction in your attempts to resolve this matter?
  
  Whether inadvertent or intentional,
  Bates' $1,000 on site quote for a $4,000 job is a textbook case of drip pricing -- a practice condemned by the *** and many states as misleading and unfair. In fact, drip pricing is so detestible that consumers and many businesses nationwide consider it unacceptable.
  
  I have been flexible with regard to a settlement in order to reach an expeditious resolution but kindly note that any settlement going forward would need to include the cost of completely remediating my attic since Bates could have easily  avoided contaminating it. (As I indicated in my emails, Bates could have used liquid based drilling equipment, changed clothes and shoes appropriately, covered the attic with plastic, and cleaned up immediately -- at an impressively minimal cost.) Other factors have also led to my requirement that Bates  remediate my attic: By delaying the remediation for months, Bates has knowingly deprived me of the use of HVAC equipment in the attic during a period when temperatures have ranged from the mid nineties to sub freezing. It is very difficult to  thoroughly clean
  an attic of innumerable wooden floor planks -- with their many crevices -- and insulation.
  
  In appreciation for all you're doing,
  
  >

• Initial Complaint

  10/11/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I was provided an quote to do some electrical wiring work for my home and subsequently accepted the proposed estimate so work could begin on 15 Jul 21. On 27 Aug 21, the tech came out and completed his work. Afterwards, the technician stated the amount owed which ended up being less than the original estimate. When I asked why, he stated it's because it was due to the location of the panel relevant to the connecting equipment was shorter and easier to get to, therefore less time and materials were needed. I paid in full that day via credit card, got the electronic receipt and an invoice showing I paid. In that invoice it outlines labor and materials used. Fast forward to ~Oct '21, I began to get notices sporadically stating that I owed an additional $391. They said I didn't pay the amount on the estimate. I told them, the proposal I signed was an estimate only. The proposal even uses the word estimate on it. I paid for the labor and materials listed on the invoice itself. Bates electric said they also mischarged me for labor and materials and that it should've been more. From my own experience, their billing department has had a lot of turnover and their billing system is broken. I've dealt with mishandled bills, bills with no details of what's being asked for, emails with just an amount to pay and inconsistencies with the billing itself is just the tip of the iceberg. At one point, they couldn't even find the paid invoice, but were insisting I pay more. Bottomline, they want me to cover their costs for both the estimate, even the labor and materials on the paid invoice don't add up. I am refusing to pay anymore since I feel they are now trying squeeze more money out of me after I paid and to make up for their lack of record keeping. I have the estimate, my paid invoice which shows the labor and materials used and my electronic receipt. They have harassed me for months and are not responsive to my requests for resolution. This has to stop.

  

  Business response

  10/19/2022

  Please see attached proposal for $798.00 that was signed by the customer on 7/15/22. while onsite, we acknowledge that our technician incorrectly charged a portion of the labor and material for this project, thus why you were billed the remainder of $391.00. Please understand that Bates Electric has absorbed 5.25 hours of labor plus a service call fee equaling $612.50. After adding in the total of materials and permit fee of $481.04, the total amount was $1,093.54. We are only billing you for the proposal amount of $798.00. 

• Initial Complaint

  09/20/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  The initial appointment was on 5/11/2022, and the work order was confirmed by me and the company. The technician spent at least five hours out of reach but included that time in the bill of $1275 The work wasn't completed according to the work order, and the quality of the work wasn't satisfactory. The problems occurred a few months later when I had to request a follow-up inspection. The "inspecting technician" tried to bully me into paying him $850-$950, which I refused and called the company to confirm that I won't pay. The company sent me a bill of $125 for a trip.

  

  Business response

  09/29/2022

  Good Afternoon ***** *********
  
  In May of 2022, Bates Electric was contacted for the following items:
  
  - Loose wires entering the ground below the main panel
              *This was deemed non electrical
  - HVAC wires are not installed in conduit
              *Completed by installing flex pipe and attaching to bottom of house
  - Dryer outlet not working
              *Completed – was a tripped breaker
  - Outlet near the sink needs to be GFCI protected
              *Customer did not want to completed this due to cost
  - Multiple wires in a single lug. Need to be separated.
              *Inspected panel – it is a 3 wire system and would require further investigation to determine if a new panel is needed. Customer did not want the added cost.
  - Multiple neutral wires are connected on the bus bar. Not isolated from the ground wires.
              *Included above
  
  The above items were quoted and approved items were completed on a time and material basis of $125 per hour + $125 for the service call fee plus the cost of any materials. A rough quote of $1,125.00-$1625.00 was given at this time. Work was completed on 5/11/22 and charged $1,243.51 well within the amount quoted. The items not completed were either non electrical or customer chose not to complete.
  
  You called in on 9/12/22 and stated that the black flexible PVC pipe to HVAC unit is crack/disintegrating and water from the HVAC is dripping on the hose. Upon investigation from a new technician, the black flexible pipe you were concerned about was actually black foam that was around the copper freon lines for the AC unit. Bates Electric did not install this. The flex pipe that Bates Electric installed was secured under the house and was still intact. Our technician also did not find any evidence of water dripping from the HVAC unit.
  
  On 5/11/22, you were charged $1,243.51 for 7 hours of labor + the Service call fee + materials. On 9/19/22, you were quoted 6 additional hours of labor needed + materials to complete the remaining items you chose not to complete on 5/11/22. You declined, so you were charged $125 trip fee which was discussed on our recorded line during your appointment setup.
  
  Therefore, we feel all charges are accurate.
  
  

  Customer response

  10/03/2022

  Complaint: ********
  
  I am rejecting this response because:
  
  The company's response is not accurate, the inaccuracy is explained below:

  In May of 2022, Bates Electric was contacted for the following items:
  
  - Loose wires entering the ground below the main panel
              *This was deemed non electrical
  - HVAC wires are not installed in conduit
              *Completed by installing flex pipe and attaching to bottom of house
  - Dryer outlet not working
              *Completed – was a tripped breaker (Wasn't completed by the technician on 5/11, and was included in the "new proposal" on 9/12)
  - Outlet near the sink needs to be GFCI protected
              *Customer did not want to completed this due to cost
  - Multiple wires in a single lug. Need to be separated.
              *Inspected panel – it is a 3 wire system and would require further investigation to determine if a new panel is needed. (Technician clearly stated that it wasn't a problem and suggested to keep it as it was).  Customer did not want the added cost.
  - Multiple neutral wires are connected on the bus bar. Not isolated from the ground wires.
              *Included above
  
  The above items were quoted and approved items were completed on a time and material basis of $125 per hour + $125 for the service call fee plus the cost of any materials. A rough quote of $1,125.00-$1625.00 was given at this time. Work was completed on 5/11/22 and charged $1,243.51 well within the amount quoted. The items not completed were either non electrical or customer chose not to complete.
  
  You called in on 9/12/22 and stated that the black flexible PVC pipe to HVAC unit is crack/disintegrating and water from the HVAC is dripping on the hose. Upon investigation from a new technician, the black flexible pipe you were concerned about was actually black foam that was around the copper freon lines for the AC unit. Bates Electric did not install this. The flex pipe that Bates Electric installed was secured under the house and was still intact. Our technician also did not find any evidence of water dripping from the HVAC unit.
  
  On 5/11/22, you were charged $1,243.51 for 7 hours of labor (4,5 hours from that time the technician was not working and wasn't at the house) + the Service call fee + materials. On 9/19/22, you were quoted 6 additional hours of labor needed (The "estimate" included the minor repairs that partially were claimed repaired?)l+ materials to complete the remaining items you chose not to complete on 5/11/22. You declined, so you were charged $125 trip fee which was discussed on our recorded line during your appointment setup (It wasn't discussed what so ever, on the contrary, I said that I'm not planning to pay for the inspection, if they have recordings of my two calls). 
  
  Therefore, we feel all charges are accurate (Not at all).
  
  Sincerely,
  
  ***** ********

  Customer response

  10/04/2022

  I'm repulsed by the blatant lies in the Bates Electric response, not only was the initial appointment inaccurately charged, the repairs mentioned declined or not needed were in the second "estimate". The call for the inspection was intended just as an examination of the previously completed work, I didn't ask for the additional work, also I was clear on "not meeting the technician on 9/12 due to my teaching at **** on that day, But, despite my explanations, the technician who arrived on 9/12 was set on charging for additional $850, proposing to fix all the "problems" that the company listed as either fixed or not needed. After I left for the class, he hung out outside the house for two hours sending me texts with demands to accept the 6 hours of work plus the cost of materials to "fix" the non-existing problems. I had to interrupt the class to call the company and tell them that I'm NOT GOING TO PAY ANYTHING. So, that was the third call when I said that "I'm not going to pay anything", the $125 trip charge wasn't mentioned until I received a bill from the company, which I responded to with this text:

  
  

  ***** **********************************	Tue, Sep 20, 11:02 AM (13 days ago)
  *******

  I suppose you have the records of the calls, I specified that I'm not paying for this appointment twice before the technician arrived. The appointment was to check on the potential problems from the 5/11/22 appointment.

  
  

  --
  

  All the best and beautiful,

  ***** ********

• Initial Complaint

  07/22/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I called them to request an appointment for a quote. The lady answering the phone told me $49 for the quote but I would have to wait few days till they were in my area, which they booked for a day that I don’t recall now, which was a day they would be nearby in Cornelius. I booked for 7 am. The person came at 6:15 and I was still in the shower to go to work after I would see him at 7. So my husband got up and went to see him. He was here for less than 10 min. and told my husband $98, my husband told him we were quoted $49 and he would pay $49, he walked alway leaving my husband talking by himself. Now, I just received a bill for $98 and I never got a quote for the work. My Point is: they did not have an accurate fee and time. And when it was still dark, and never gave me a quote for what they are charging me for!

  

  Business response

  08/02/2022

  The customer states that she was quoted 49.00 for her appointment. I have attached the recorded phone call, at 1:56 seconds into the call, you will hear our representative telling the customer that we charge a 98.00 service call fee and 98.00 per hour. When our technician arrived for the appointment, he went over the cost with the customer before starting and the customer stated they were given a price of 49.00 and would not pay anymore than that amount. At that point, our technician left the residence. We do not feel this customer’s response is warranted as our fees were clearly discussed in the phone call.

   

  Kind Regards,

  ***** *****
  

  Customer response

  08/10/2022

  The conversation with them was much longer than that listed and morevthan once. I had to listen a few times to hear price of $98 for service call, it was the first call and i had spoken to ****** to whom i had sent videos and photos of the site, to  confirm a ballpark  quote before coning out, and the price of $49 had been mentioned too. If i mentioned to them to confirm they never corrected me. I had asked confirmation of the appointment time which they did not respond as well.
  Upon the technician arrival at much earlier time than planned, he said the fee of $98 and we contested, at that point he should have told us that it was $98 instead of walking on my back yard for less than 10 minutes and charging for a quote that he never gave us.
  I still don't agree to pay for $98 its was wrong for the way they handled it and rude for walking out on us. You charge for what you deliver, he did not explain the job or gave us a quote. And im sorry if the lady in the phone spoke to fast about service call and $98 per hour in a way there were no spacing or pause, it was not clear to me at all, and there other calls after that.
  
  I contacted ****** to confirm the appointment date, and try getting an idea of price over the phone since she told me it was possible, she asked for photos and video, which I  sent, but she was not clear of the date at that time since it would be a day they were doing work near me, here is a copy of the e-mail. 3/7 i sent video and photos and later an email asking to confirm and an estimated ballpark. 3/14 i ask her to reply since i did not hear from them for the appointment.
  Then he shows up at my door 45 minutes earlier than the planned 7 am, i was not even sure he would come since no one confirmed or gave me the ballpark over the phone as requested  or email, before coming out. 
  

• Initial Complaint

  01/24/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Company was told in advance what the issue was and the work needing to be performed. I was told they charged an hourly rate and that I would be provided an estimate prior to work being performed. The technician reluctantly told it should take about 4-5 hours and also informed me that included time to go to **** ***** to get supplies needed and that his time would be billable. I reluctantly agreed as the repair was needed and the technician took an hour to go to **** ***** and back which is only 10 minutes down the road from our house. He completed the work close to the amount of time estimated and although the repair seemed higher than expected (compared to other estimates), seemed to fix the issue. However, a day later the sprinkler which runs on that same new circuit, tripped the breaker and would not run. According to the sprinkler repair technician, the issue was the breaker was undersized for the irrigation pump (30A versus 20A) so I called Bates electric and asked if they could check the issue as it was happening to the same circuit they just installed and that I was told they should have installed a higher amp breaker. The person on the phone assured me that it sounded like a warranty issue and that there would be no charge for the return trip. No mention of any potential additional charges. I received another bill for a full hour and trip charge which even the technician told me would not be warranted after understanding why it would seem to be an issue with the work performed. He even stated the most it would cost would be for 45 minutes at a cost of $70 and no hint of an additional trip charge. The breaker still trips so the original issue we had is ultimately not resolved and the professionalism of this company is beyond poor. I do not think we should be responsible for paying for the extra trip to our house and now I am thinking we should not have been responsible for his time to get parts to do the work performed in the first place.

  

  Business response

  02/01/2022

  Dear Mr. ******,

  After speaking with our technician, we have determined that had we installed a 30A breaker as requested instead of the 20A that was required, there would have been issues with the wire going out to your pond due to the size of that wiring. A 30A breaker would have caused it to melt. Our technician was willing to replace with a 30A per your request, but only if you signed a waiver due to him knowing the wire could melt if he did. We are willing to waive the 1 hour you were charged on the second visit. Please feel free to reach out  if you would like to discuss further.

  Thank you, 

   

  ***** *****

  Lead Customer Service Representative 

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