H & H Electric

Dear [redacted] ***, I have just received your letter today, 6/4/2014, in regards to [redacted] complaintI have operated this company for years, wired thousands of homes and installed and repaired hundreds of generators without one complaint until nowIn hindsight, we should have told the customer to replace the generator, but we were trying to save the customer moneyWe tried to repair itTo our disappointment we failed after installing $1,worth of partsMy accounting department billed for our parts and laborI have a service department that operates without my complete supervision and have been doing so for over yearsI was not informed about the problem until [redacted] calledI called [redacted] and had a good conversation with himI decided to void my bill and he would not pay for the repairs since we didn't fix anythingI also told him we would install a generator at our cost to keep us in good graces with our customer and he had agreed to that On May 27,2014, we had a break in our schedule and were going to install the generatorWe picked up the generator and called [redacted] to let him know we were headed out for the installation [redacted] did not answer the phone so we returned the generator and waited for his call [redacted] came by our office that dayOnly our office manager was there and he demanded $3, We are still offering [redacted] the same dealWe are very busy at this time because of our good and honest reputation to our customers and it may take a few weeks to get him on our schedule We are not trying to get [redacted] to pay for anything that we have done up to this pointThe $1,for parts or the 1/man hours of laborWe did not break [redacted] 's generatorIt was broken when we were called to repair it I am not willing to pay for anything, but I will honor my word and install a generator at my cost to himI'm doing my best to resolve this issue with [redacted]

We hired Brian H*** DBA H&H Electric to install the complete electrical wiring of our new home in Spring Branch, Texas starting in Decof through May of After being paid all but $of the contract price he abandoned the job, and would not return our callsWe finished the work necessary to complete the job and billed him for that amountDespite promising to reimburse us, on several occasions, for the amount we had to spend he has never done soWe are hoping we can prevent this from happening to anyone else

Review: Failed to appear at appointed time. Did not return phone call or communicate further.

I contacted H&H Electric to schedule a house-call appointment. We agreed on Dec. 14, 2012, at 11AM. I provided my address and phone number. My wife was at home all day waiting for the electrician to arrive as agreed. When they did not arrive at 11AM, we waited about 30 minutes before placing multiple phone calls to find out what happened. There was no answer at either phone # listed for the business, and despite polite messages left asking for a return phone call and explanation, we received no response. Needless to say, we found that to be extremely unprofessional and were upset that one of us had to waste a day waiting for someone to show up who never arrived. A simple phone call would have been much appreciated.Desired Settlement: An apology and/or explanation would be appreciated.

Business

Response:

Business' Initial Response

Dear Mr. [redacted]

Please accept our sincere apologies for the inconvenience you may have experienced in respect to failing to keep the schedule appointment.

At H & H Electric, we take pride in ensuring our customer's satisfaction. Unfortunately, we did not meet your-or our own-expectations. Upon thorough review of the situation, we narrowed the cause to the lack of clear communication between the office and field crew and the limited H & H employees that were on hand.

As a testament to our strive for perfection, we have taken steps to ensure that this will never happen again by improving our scheduling system and the steps to have positive communication between the customers and employees.

We deeply value your relationship with H & H Electric and are committed to providing you with the highest level of service simply because our customers deserve the very best. If you have any further questions or comments regarding this matter, please feel free to discuss it with us at XXX-XXX-XXXX or [redacted]@handhelectric.com.

Yours in service,

H & H Electric Office Manager