ETD Electrical Services

"We entered into an agreement with our customer, Carol, for work to be performed that included moving a chandelier after installing a support box and then installing a switch, not moving ceiling fans from one room to another, as described by the complainant. Our customer (the complainant mother) requested our services for the second time. We have previously worked with her, and there were several calls and emails made by her during the first project exclaiming her dissatisfaction with our final bill all through she was very satisfied with the crew. Everything from not wanting to pay the Dispatch fee ($59 standard on all jobs), to insist on a military discount to yelling at us because we put ? past due? on her past due invoice in red, that she insisted we mail not email to her so that she could pay by check (which she forgot to send to us for several weeks) further delaying the payment. For this 2nd project, we made sure to be very clear with her because she let us know previously that she has? cancer brain? and forgets things often (her words). An estimate was sent on 4/26/22 for a total of $939.12 the project would include 1) Installing new box support 2) Installing a light fixture 3) installing a switch 4) installing 2 fans. We then revised the estimate to include a courtesy discount for this project, bringing the new total to $917.12, which she did not accept. She decided that she simply wanted to move an already installed chandelier (with new wiring and support box) to another room and would use the existing switch for this project. This brought her new estimate total to $390.55 (estimate #4841). She again changed her mind and wanted to add an additional support box (for future use)and have the original location spot capped off. That would make the new total $499.16 (work order #37558441), and she was sent the new estimate. Although, she did not hit the? ACCEPT? button, she did call and ask to be put on the schedule for the work to be completed, verbally accepting the revised estimate. After our techs arrived on site she once again changed her mind and asked that we Exchange a toggle switch for a dimming switch, which is how we discovered the switch in question would not work for the chandelier being hung. We let her know that we needed to install a switch (new wiring and box), and she verbally agreed for us to proceed. Our techs left the home (because of the lateness of the evening) and returned the next week to finish all of her projects. Because of the adjustment to the scope of work, while our techs were on site, the price would reflect the additional switch being installed as well as a box and cap. Therefore, her price went from $390.55 (no switch, no box, no cap installed) to $499.16 (box and cap installed, but no switch installed) to $656.66 (work order # 37558458) (with switch installed, box and cap pricing removed), a difference of $157.50. We did NOT charge for the additional support box and cap that was added ($100) to the job or the dimmer switch that was installed ($50) We included a discount on the dispatch fee ($59) and as a courtesy did not charge for the processing fee when the son paid our customers bill. All told her discounts added up to approximately $300, which we agreed to know that we made the decision to no longer work with this customer as a result of the multiple issues. As for our legal recourse of placing a lien on the home, that was said because the customer (mom), again being very argumentative, stated 6 times during a 15 minute conversation that she was not going to pay for the invoice, so I explained what options I had as a result of her decision to not pay. Her son then called and asked for an explanation and I repeated the same information to him. A refund from the original estimate to the final invoice is not warranted for these reasons."

"We apologize if your experience was less than expected. We always strive to give the best service possible. The appointment was a troubleshooting call, we were there to diagnose all possible active issues for your home, there is a cost associated with that. The electrical technician was on-site and completed an expert diagnosis. We were prepared to give you a follow-up estimate on what the repairs would be and the cost for those repairs. If you would like to have our detailed diagnostic report with the costs associated with all of the issues found in your home, please reach out. We would be happy to provide that."