ComplaintsforRAW Electric

• Initial Complaint

  01/09/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Raw Electric was hired to swap out an electrical box on our house in late August. On January 5th we came home to a strong electrical burning smell, a burnt GFCI and a non functioning coffee pot. As well as another non functioning circuit. Upon closer inspection and realizing that there was a problem in more than one circuit I looked to the electrical box that was replaced. In a junction box that tied the household circuits to the circuit box that was wired by Raw Electric there were several melted wires and wire nuts. Many of the wire nuts were loose In the box and some came loose just from moving them to see what was melted. RAW Electric was contacted about the problem and they came out to look at the situation. After much discussion, he admitted that some wire nuts may have been loose, but the only reason there was any damage was due to old wire coating (which he did not alert us to in August when he replaced the breaker box). He blamed it on the insulation from an old wire and offered to comp a new more appropriately sized junction box, but still charge us for the service. He made no mention of the damage the faulty wiring caused to the other appliances and GFCI outlets in our house (which we now have to replace). He stated we were lucky that he even came out to evaluate the situation since the work was out of the warranty period (which apparently is only 30 days). I would suspect that something like this was faulty from the time of installation (August of 2022), but took some time to show up as a problem. Apparently it takes more than 30 days to burn through a wire nut.

  Business response

  01/24/2023

  [BBB Transcription via Email]

  
  ***** ******* <*******************>
  2:39 PM (1 minute ago)
  to me, La*****
  
  Im writing this in response to the complaint I have from the homeowners at **** ********* **. ******, **** ***** about RAW Electric. I started and completed the job on September 1, 2022 I had to complete and full service change both outside electrical meter and inside of the garage electrical panel. I gave them a hand written receipt where both parties signed and I was given my payment in full. I told the homeowners they were under a 30 days warranty for the work I just completed on September 1, 2022.  I got a call for the homeowner on January 7, 2023 saying their dishwasher and coffee pot wasn’t working or getting power to them appliances. I was told I sent 220V to both appliances and it was all my fault. I reassured the homeowners I can say for certain didn’t send 220V to both appliances and when I got done with the current job I was on I would stop by and take a look in person instead of going back and forth over the phone. I couldn’t make it the same day so called and asked if it would be fine if I step by the next day and take a look at it. When I showed up the next day January 8, 2023, the homeowner told me their dishwasher was fine and their coffee pot was damage but couldn’t show me damage. When I took a look at the problem in question which is a junction box above the panel. I had to set the junction box above the panel cause some of the old wires were to short to reach inside the new panel. The old wires was melting in the junction box and was causing a short of the dishwasher and coffee pot circuits. I told the homeowners they wasn’t under warranty still for the job being it was pass 30 days and I would only charge them a service fee. I also came with a bigger junction box and cost $50 that I wasn’t gone charge the homeowner to try to make some right out of this wrong. The husband told me him and his fire fighter brother could do the job if I was to charge them a service fee. I don’t understand why these homeowner doesn’t see theologic behind it. If it was under warranty I would’ve had no problem doing the work free, after I told the homeowner I would charge them $100 service fee I was told very hostilely to leave their hime and they would be filing a complaint against my company with the BBB.

  Customer response

  01/24/2023

  
  Complaint: ********
  
  I am rejecting this response because:
  Some electrical problems take more than 30 days to show up.  Something in the box installed by Raw electric had to get warm enough to melt the wiring in the box.  Many wire nuts in the box were loose which very well could explain the increased temperatures in the box which was also very small for the amount of connections inside of it.  The work was subpar to begin with we just couldn’t see the effects of it until after enough heat built up in the box to melt through the coatings of several wires and wire nuts.  We hired a professional.  I shouldn’t have to check his work to make sure that it was done right.  Properly securing wire nuts so that they don’t come loose creating arcs and short circuits in the future is a fundamental thing in any electrical job.  We just want the job done right.  
  Sincerely,
  
  ***** *******

  Business response

  02/06/2023

  [BBB Transcription via Email]

  I don’t understand the confusion about a 30 day warranty. Warranty - a written guarantee, issued to the purchaser of an article by its manufacturer, promising to repair or replace it if necessary within a specified period of time. 60 days later after the homeowner is not under warranty they want me to do the work for free instead of paying a service fee. We can go back and forth but the contract was signed with the understanding of the warranty and they was satisfied with my work and paid me.  Now to talk about my work is subpar doesn’t bother me I take pride in everything I do and customers satisfaction is what I aim for. But in today world with everybody trying to get free work done. I have to cover myself and my business with the contract and honor it. Charging a standard service fee is nothing out of the ordinary in business. And they is no time table of when something can go wrong but they agreed on the contract so I don’t understand what is the confusion. I came out to show to faith in my work but as a small business I won’t be bullied or cussed out for showing up and looking at the problem and letting the homeowner know they not under warranty. They have every right to vent their frustration but slander of my company is not necessary. Bottom line 30 day warranty is a 30 day warranty not 93 days later. 
  

  
  

  Customer response

  02/06/2023

  
  Complaint: ********
  
  I am rejecting this response because:as mentioned before the work was faulty to begin with - it took thirty days for problems to arise.  If the current wiring in the house posed a realistic problem we should have been notified at the time of installation.  We are not here to slander your business or get free work done we just want the part of the work that melted and posed a danger to our house fixed.  ***** had a very long day at our house so I let some issues slide that in retrospect I shouldn’t have.  We just weren’t going to offer a glowing recommendation.  Examples of sloppy work that we let slide were a very saggy service line coming into the house, a panel door that will not shut, breakers that aren’t in a straight line, and others.  I didn’t see these as a major threat, and did not call him back.  I will not be using Raw again, but if I did I would recheck all of the work done for loose wire nuts, crooked installation, and other things and have it fixed right.  As he mentioned, if you let something slide, and it becomes an issue later on, outside of the 30 day window, he will not stand by his work.
  
  Sincerely,
  
  ***** *******

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