ComplaintsforHenninger Electric

• Initial Complaint

  05/06/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  In Sept. 2022 we contacted them to increase service to our electrical panel box (costing $3250) which was done in Oct. Ever since this was done we had the issue that while the microwave was going and something else plugged in next to it on a different outlet the entire main floor would lose power. I called them back Dec. 2023 to discuss this issue since they were the ones who put the new box in this shouldnt have been an issue. They came out and ran a new outlet for the microwave (charged us $302) I didnt agree with this but paid anyway. The problem was still not corrected so I called them back again and they came out and sent another bill for $341 (the issue is still not fixed from the previous time they were out and we paid $300) the issue still isnt fixed and they want more money. We have cameras and the tech was here from 8:52-10:23 AM (but charged us for 3 hours of labor-they state they charge from the time they leave the business to the time they get back is all labor?? I attached a map of their business to our house and they are still over charging) I told the company this and they dont see our side or concern of why we shouldnt be paying another $341 when the issue hasnt even been fixed the first time! We are still having the issue of the microwave breaker tripping. We are done trying to get them to actually fix the issue because they keep charging for things that arent done correct nor are they charged out correctly. We just want this last bill of $341 canceled and move on from ever doing business with this company again.

  Business response

  05/09/2024

  In September of 2022, Henninger Electric completed a new panel install on the property in question. We upgrade the home from an old traditional fuse box to a new 200A Service Panel. When these types of upgrades are completed typically homes are run on very few circuits on larger breakers or fuses. When we add the new service panel, code allows for smaller breakers but there are more of them. When placing each home circuit onto the new panel we will remove double tapped breakers so that all circuits run on their own breaker. We do not know ahead of time what may cause these new breakers to trip and sometimes they never cause the new breakers to trip, it's all a matter of how the old wiring was completed. For example, was the kitchen originally wired all on one circuit? If so, it may cause items like a microwave or other large power pulling appliance to trip a breaker. We don't know that and suggest the customer not pay for those fixes until they know they need them fixed. We try to make sure our customers are not paying for more than needed. For this customer, in April of 2023 a new garage permit was pulled and garage was built and attached to the home. We were not the electricians who assisted with that project. We cannot say what happened with breakers or circuits at that time. The customer did not call us to have concerns of her microwave tripping until December of 2023. At which time our technician ran a dedicated circuit for just the microwave outlet. Typically this fixes that issue. The customer called back and was concerned it that this was still happening. We sent an additional tech out and ran a new outlet circuit for where they ran their air fryer and pizza oven. She called then back about the charges and said she was having issues still. Our owner attempted to ask her to run the appliance (at the time the microwave again) on a different outlet. If appliances are going bad they can trip breakers even on dedicated circuits because the breaker can sense something is wrong. She said she would and would call back. We didn't hear from her again until she refused to pay for the work from our last trip out. I attempted to negotiate cost and explain why troubleshooting can be difficult and some of the cost surrounding it. She didn't reply to continue negotiating and in turn filed this said complaint. 

  Customer response

  05/16/2024

   
  Complaint: 21673278
  
  I am rejecting this response because: Initially to analyze the source of these ongoing issues we have to look at the original bid for the job. Henninger Electric stated that they would install 200 AMP electrical service with all breakers necessary. We know that ********************** is not a new unexperienced business so they knew that or should have known that a modern kitchen would utilize multiple appliances. During 2022 as we added to our kitchen we came to the point that the electrical service would not support normal kitchen activities. When the original "install all breakers as needed" promise was made, Mr. ********************** was disingenuous at best. After problems showed he did not provide electrical support needed/promised. If he provided the necessary service then why did he have his tech install another electrical line? Why would he charge the customer for the results promised from the start? Why was there a charge for ********************** to correct their own mistake?  Another disingenuous ploy is that he tries to allude to the new garage service as a cause of the problem! NOTE: the garage service is SEPARATE from Mr. **********************'s work and these intermittent problems from his work PREDATED the new garage. The electrical work performed by the company that wired the new garage has no issues. We (the customers) have put up with the problems by unplugging appliances due to the problem of "the entire power to the main floor was knocked out!" Doesn't something that extreme seem odd? and wouldn't a commercial professional electrical contractor want to know why that is happening? To a customer who should want to compliment his work for meeting all of our needs that were promised. Question? If your tech came out and "corrects the problem" by adding another circuit/line doesn't that confirm that the original work was inadequate? Is there any justification for the contractor to charge for his mistake? Take the phrase "fraudulent representation" As he charged for his techs time as 3 hours, did he provide 3 hours of work? Work that shouldn't have been necessary. To add insult to injury, wouldn't you expect a business who wants to grow in the future- TO ASK THE CUSTOMER TO LET THEM KNOW IF WE CONTINUE TO HAVE ANY PROBLEMS?  Then, the work of the tech DID NOT CORRECT the problem again. Now the microwave won't work on that circuit and charged $300 for what? Did the tech even test the work performed before leaving the premises? Was there any confirmation of a "successful fix" NO! But there was an additional truly insulting bill. Continued Disingenuous argument "that it must be the microwave is faulty" Using another outlet gave a predictably functioning microwave that performed as needed. Unfortunately, when Mr. ********************** was unable to correct the problem, we brought in another electrician and he replaced the breaker which ********************** placed with a traditional breaker. Guess what? the microwave issue is GONE! For your information and to corroborate the initial promised work and subsequent charges, we are including all of our invoices. NOTE: we paid for the original promised results of new electrical services PROMPTLY and without hesitation assuming we would have predictable use of our home, especially our kitchen.  Finally, WHAT NEEDS TO HAPPEN? Do we need to involve our lawyer? Having to hire another electrician to perform tests on all other circuits installed by Mr. ********************** and his workers to be sure the other breakers he installed are also not faulty came at a cost to us as well. The cost of this to be reimbursed by Mr. ********************** and refund the FIRST ineffective repair charge of $300 and dismiss the SECOND ineffective repair charge of $341.24 (NOW ****** due to interest). 

  
  Sincerely,
  
  *************************

  Business response

  05/16/2024

  Based on the consumer's response to our initial response, I don't believe they thoroughly understood our explanation. When a new panel is installed in an older home with fuse panels installing necessary breakers does not mean going through each circuit to test and see if circuits need split up. That's a very tedious task to do so. We can't see inside the walls to know how the original electrician wired each room. We simply mean we're going to take fuses/breakers that are double tapped and put them on individual breakers. The industry standard is to handle situations just as such. We've been doing this the same way for years with no issues or concerns from other customers, ************************ inspectors, or businesses. We did not get a call before the garage was completed letting us know there were issues which is why we mentioned that in our response. The consumer states we're not willing to fix the issue but when the owner attempted to talk through solutions on troubleshooting the issue, she didn't partake in those or work with him regarding such. If it were such an issue we would happily work with her regarding that issue and the outstanding bill if needed. She chose to cut conversation and not continue to work through the issue. We still don't know if she even tried the options we gave her for testing to see if it was in fact her microwave and not the circuit herself. I've attempted to negotiate the bill with customer outside of this back and forth as well as in here. We offered to reduce the bill in question as she felt the labor was over charged. I would offer again to do so and I would be willing to remove 45 minutes of time off of the invoice based on how long it takes to get to her home from our office and how long she states we were there on her cameras. That would reduce the bill by ***** making her bill $277.39. We did do more than just review an on going issue when we were there last as we ran a 2nd circuit for another outlet. 

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