Sugar Land Electric

Service Provider Response

Please remove this review. Your units were working fine when our technician left and he confirmed this with you and even said the upstairs unit seems to have some type of problem and you should call the factory. This is what our dispatcher also told you. We don't "repair" Wi-Fi thermostats, that is what you were told. When you complained to the BBB about this same issue, I responded to you and they were unable to get in touch with you after several attempts. It seems as if the story has changed. Again, please remove this false review.

Service Provider Response

Obviously you misunderstood the message. I have attached our response to you. It does not say you would be contacted by an estimator, it says "we schedule an appt with you with an electrician" and that we will email the estimate to you. Our dispatcher makes ALL the appointments, not the electricians. You already wrote when you would be home, so our dispatcher was looking for an available spot for you on Wed or Thur, but since jobs have priority over estimates and no one became available to get to you on Wed or Thur, when you called, our dispatcher told you we could get there on Friday. I also attached your response. You wrote that you would be available "all day Friday", so what is the problem with a 4 hour window? The companies that give you a 1 or 2 hour window have much higher rates than we do. Our understanding is that they base their pricing at $300 to $350 per hour. That's why they won't give you an hourly rate, only a price to do the job because it is based on that extremely high rate. I hope you found someone to take care of you when you wanted, but my guess is that you paid dearly for it. Then again, if you make $500 an hour, I totally understand. Best of luck to you. ATTACHMENTS Our response to you: " Yes, [Member Name Removed], we can help you with this. What we do is schedule an appointment with you with one of our electricians who will gather all the necessary information in order to give you a more precise estimate on what the costs would be for this kind of work. We will then have that emailed to you." Your reply: "Great, I can be home after 3:00 today, or Thursday before 3:00 and all day Friday. My address is" - This can all be verified in the Angie's List Message Center.

Service Provider Response

I wonder how it is that you feel you are qualified to put a time frame and a price on this work. Please inform me of your experience as a professional electrician that allows you to make this judgement. You're telling me that you can bring in all your tools, look at the scope of work, form a plan of installation, bring in all the materials figure you will need, bring in your ladder, open up an existing 2 gang box by removing the plate and 2 switches, completely undo all the wiring in 2 gang switch box, remove the box from inside the wall, go up into the attic, find the location to install the new outlet, come back down to the theater, bring in your ladder, mark the hole, cut the hole in the ceiling, install the new outlet box in the ceiling, take the wire and your drill back up into the attic, drill the hole for the new switch, feed the wire down the wall to the new switch location and over to the new outlet, come down out of the attic, go up your ladder and install the outlet in the theater with the cover plate, then scribe the hole to fit the new 3 gang box, cut the hole bigger, install a new 3 gang electrical box into the wall for the switch, put all the wires back together and add in the wire for the new switch, put back the original 2 switches and add the 3rd new switch and put on the cover plate, pack up your ladder, your tools, your excess materials and take it all back out to the van, then do the invoice, ALL IN ONE HOUR!!!!!! PLEASE , PLEASE COME TO WORK FOR ME!!! You're the guy I've been looking for all these years! Let's look at the facts and the grades you gave us one at a time. First, Quality....the new outlet is working, there are no exposed, unsightly wires, no fingerprints on the walls, just a little drywall dust on the furniture. This deserves no less than a B. The Price....you said yourself this couldn't be done professionally in an hour. I don't understand why 2 hours seems so expensive. This should also be adjusted to at least a B. Professionalism...We showed up in a very well marked company vehicle, fully stocked with all the parts needed to do the work so we don't have to charge you for a trip to the local supply house as many of our competitors have been known to do, a uniformed technician with more than 10 years experience did the work, so that's an A in my opinion. Punctuality....you were given a 4 hour window saying we would arrive between 8AM and 12noon. According to the van GPS, we were there at 8:01 AM. WOW, that's an A+ for punctuality. As far as Responsiveness....since we had no idea you were so unsatisfied it is hard to be responsive. Had you called us with your concern I would have questioned the technician about the work and formed a response from that and most likely offered you some type of compensation to insure you would call us again in the future. Since I was not given that opportunity, I guess I have to end this with the oldest saying in the book..."You can't please all the people all the time." (But I'll keep tryin')

Service Provider Response

So glad you are pleased with our service. The number one goal is to get reviews like this. Anything less causes so much stress because these days it is sooooo hard to find good technicians that are true professionals. Most companies hire anybody that walks through the door. We require many years of experience and also a clean cut, respectful journeyman electrician. Remind us to give you 20% off on your next service call.

Service Provider Response

Thank you for taking the time to give us a review. Our goal is 100% customer satisfaction. Remind us to give you a 20% discount on your next service call.

Service Provider Response

Sorry to respond so late. We have been so busy with wonderful customers like you that it is hard to find the time to say thank you. We are very glad you are pleased with our service and wish you to remind us to give you a 20% discount on your next service call.

Service Provider Response

Sorry to respond so late. We have been so busy with wonderful customers like you that it is hard to find the time to say thank you. We are very glad you are pleased with our service and wish you to remind us to give you a 20% discount on your next service call.

Service Provider Response

It's unfortunate that our dispatcher did not repeat the appointment time. We are not Comcast, we don't give 1 hour appointment windows. She told you, and I quote from the recording, "We have an 8 to 12 window available, meaning we will arrive sometime between the hours of 8 and 12, but we usually arrive between 8 and 9." You heard the 8 and 9, but since she did not repeat the fact that we give a 4 hour window you assumed we would be there between 8 and 9. I apologize for that. It seems that your main complaint is about the time of arrival, which by our standards was within the time frame you were given. As far as our time there, yes, we have a one hour minimum like everyone else. Since our electricians are very experienced, it didn't take him long to diagnose your problem which was either a break in your underground line or a corroded connection at Centerpoints transformer or meter. There is nothing we can do about that until you call Centerpoint to confirm. After that we can replace the underground line if that is what went bad. The quote he gave you to repair the line included a discount of the one hour fee to come out in the first place. Too bad our dispatcher didn't clarify the appointment window in the first place as all this would be unnecessary had she been certain that you understood.

Service Provider Response

The details: 1) When you called just before 3PM last Thursday for an estimate you were told we don’t give estimates to hang chandelier style fixtures due to the variations of installation. This has been the company policy since 1989. It was our dispatcher that gave you our rates over the phone, not the technician. It seems your details about the job are slightly off so allow me to continue. You were told that we charge from the time of arrival to the time of departure. You agreed on the price (probably because we were the most reasonable you could find determined by your other comments about paying someone who charges more) and you went ahead and made the appointment knowing how much we charge and that when the technician arrives he will try to give you an idea of how long it will take but even that is no guarantee with chandelier type lights. So why the F rating on the price? 2) We had a technician finish a job ahead of schedule so we sent him to you only 30 minutes after receiving your call. So why the F rating on responsiveness and only a B on punctuality. You were told we would arrive sometime between the hours of 3PM and 6PM. That’s only a 3 hour window. The technician arrived at exactly 3:30 (GPS tracking) and the funny thing is, you weren’t even home!! How much more responsive and punctual can we get? 3) The technician showed up in a VERY well identified fully stocked new service van, he was wearing a company shirt with his name also embroidered on the front, he brought in a full set of tools, not just a screwdriver in his back pocket as I have seen others do, he brought in the ladder very carefully not touching any doorways or walls, did not put any of his tools on any furniture, took down the old fixture and asked you what should he do with it, then asked you at what height you would like the new fixture hung at, to which you had no answer for about 10 minutes trying to figure it out. So why the F rating on the Professionalism? How do you get more professional than that? You had to run an errand and when you got back our tech was finishing up on the installation of the new fixture. You told him to come outside with you to look at some other work you want done before letting him complete what he was doing. The work you wanted done was not specific, meaning you could not decide on locations of lights nor what type of lights you wanted to put in. How can we give you an estimate when you don’t know what you want? If you want us to figure out locations, fixtures, and installation methods for you, fine, that’s what electrical engineers get paid to do. I’ll be happy to do it for you, but you have to PAY for the service. You drug our technician around for 20 minutes and didn’t even know what you wanted and you blame us for charging you for that time? 4) The technician went back inside to finish with the chandelier and when he was starting to unwrap the plastic on each of the arms you stopped him. You state that he didn’t completely finish the installation but the truth is that YOU wouldn’t let him take the wrapping off of the fixture because it would take more time. You said that YOU would do it. 5) So, the new fixture is up, hanging straight and at the proper height that you finally determined, the fixture is clean with no fingerprints, the canopy is snug to the ceiling, and the lights come on when you flip the switch. So why the F rating on the Quality? You’re the one that wouldn’t let him clean up! 6) Overall you should have given us an A because it appears as if you were the one trying to cheat us, BOTTOM LINE! All this over 20 minutes??? You wanted a free diagnostics and plan drawn out for you but it didn’t happen so you call us the bad guy? We don’t use “tactics” to get the price higher and I am curious to know what are “all these tricks to rip off clients”?? My competitors (I can’t say who but many) use tactics like trying to sell you a panel change, tell you to change out all the GFI’s and smoke detectors, tell you things are not installed professionally, tell you the ground rod is bad, tell you that other products you have had installed are not quality. Those things are tactics and tricks to get more money out of you when really everything is fine. Did our technician mention any of those things trying to upsell the job? Absolutely NOT! FINAL POINT: Sugar Land Electric has been in business since 1989. If we are cheats, if we try to rip people off, would we still be in business? Would we have an A rating on Angie’s List, an A+ rating with the BBB, a 5 star rating with Home Advisor and the Sugar Land Network review boards? Would we be on the City of Sugar Land Technical Advisory Council and the city’s electrical contractor for 7 years in a row? Professional? YES, we are!

Service Provider Response

This is my pet peeve about Angie's List, allowing people to write reviews without first having the opportunity to resolve the issue or EXPLAIN it. Our technician did some repairs while there. You make it sound as if he did nothing and you paid for something. While he was there you asked him to look at a lot of other things that needed repair and to give you a quote instead of just having him fix all the problems while he was there. You were told we are 4 to 6 weeks backed up on quotes, then when I finally got to yours (coincidentally the same day you wrote your review), I realized IT COULDN'T BE QUOTED because it was almost all repairs. We can't quote repairs because in order to find out what the problem is and figure out how to repair it, we have to put our tools on and open things up and diagnose. THAT is what we get PAID for. Sorry it took so long to get to your paperwork to tell you this. The frustrating thing is that you prefer to bad mouth this company for making you wait instead of just calling somebody else that might have been able to get to you sooner. I know we are the best and that is why we are so busy, but if you just can't wait, there are others out there. You don't have to trash our good name and hard work because you are impatient. We do the best we can, period. Sometimes it's not good enough. I work 7 days a week trying to keep up with demand and then I get this!! Not appreciated. Please remove your review.