Chantal, you mentioned that you were okay with the original work, although price seemed to be an issue. Our intention is to make every client a happy client. We will address these issues.
It is important to clarify some key points. Your appointment was scheduled for arrival between 6 pm and 8 pm. Our Electrician and an apprentice arrived on site at 6:20 pm and left at 9:00 pm. This is 2 hours and 40 minutes, not the 1 hour that you stated. Total cost for the work (new wiring and installation of the range hood, replacing 2 GFCI Receptacles, and remaking the connections with approved wire connectors at these 2 locations, and including an ESA Permit, and also included replacing another receptacle at no cost) was $704 before taxes. This is in line with what any professional service company would charge for this work.
Chantal, you did have concerns about the Aluminum Wiring in your home, and did spend time speaking with our Customer Service Associate regarding the Aluminum Wiring. We often recommend “Aluminum Wiring Rejuvenation” (or restoration) as an acceptable and more economical alternative to rewiring the home with copper. This work is extensive and thorough, as every switch and receptacle in the home is replaced with Aluminum Rated Devices and all connections are remade; every light fixture, ceiling fan and exhaust fan is removed, and all connections remade properly with approved connectors and anti-oxidant compound; every junction box is opened and all connections are remade. All of this was explained clearly to you, by both customer service and the on-site Electrician. We want our clients to be educated and make an informed decision for any work that we do for them. We do not push our customers into making decisions. Our job notes indicate that our Electrician offered you a chance to review the proposal with your husband, but you declined, and agreed to proceed with the work. It seems that there were some other issues with your new home and “you ran out of home improvement money.” That is understandable, as there are often surprises when buying an older home.
Regarding not hearing from us for a week, we did in fact clearly communicate that the product is special order and would take approximately 1 week, but we did not contact you needlessly on a daily basis. We called the phone number provided, asked for you and were told by your mom that you were at the new house. But she said that she would pass on the message to you. The date and Start Time were set for July 23rd at 8 am. Your mom said “if Chantal cannot be there, then I will be.”
In response to the comment that we were defensive on the phone, we do not believe this to be true. Disappointed, yes, but not defensive. To be convenient for the homeowner, we always schedule a medium sized crew of 4 men for this type of work, in order to have the job completed in one day. This takes planning and scheduling, to keep our electricians productive in the field.
As far as the deposit is concerned, we did incur administrative costs related to scheduling the work, special ordering the material needed, and restocking costs - based on a signed contract to have the work performed backed up with a deposit. You did call on July 27, 2010 asking for refund of your deposit. We calculated our costs, subtracted that from the deposit and mailed a check the same day. We trust this will be to your satisfaction. If you choose to proceed with the work in the future, we will be pleased to assist you.
