ComplaintsforCross Communications, Inc.

• Initial Complaint

  03/19/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  This is to file a formal complaint against Cross Electric Indy. The carbon monoxide detector they installed in our brand new house is NOT operating according to the manual ( greed light off, red light flashing every 2 seconds). It is critical for the carbon monoxide detector operating properly at all times, so my husband and I called Cross Electric Emergency line today, March 18. It took us many calls and many voice messages to get hold of someone even with the emergency line, and we were told to climb up ourselves and change the battery for this brand new detector when it is NOT even a battery issue. The Cross Electric is not sending anyone over, and asked us to wait till tomorrow. But the Carbon Monoxide detector is NOT working, it needs to be fixed ASAP. The Cross Electric behavior demonstrated extremely lacking care of their customers. The owner/manager refused to talk to me, only communicated with me via texts, this is not acceptable behavior for emergency services.

  Business response

  04/01/2024

  ************** called our emergency service line for Cross Electric.  Yes, he did leave a voice message on the line as we are not a dispatch center.  Our team member responded within 30 minutes.  At the same time that team member was responding, *************** called our other company, Cross Communications, and selected the emergency service line.  She was very frantic and stating there was a carbon monoxide leak.  *************** expected our company to respond as if we were 911.  After quite a bit of time on the phone with *************** it was clear she was stating she believes there was a carbon monoxide leak.  I responded by informing her that she needed to call 911 and get the fire department.  I told her our company would not be sending anyone into a home that the homeowner believed there was a leak.  After hanging up the phone call I connected with my team member to see what ************** was stating.  His tone was quite different.  He believe there was an is*** with the detector.  To be clear I texted all parties a message stating of what both of us from Cross Electric understood.  The message stated to get out of the home and call 911 if you believe there is a leak.  If you believe there is an is*** with the detector the first steps would be to change the battery and press the reset button.  *************** responded by telling me to honor God and send someone to her house and follows this message with 7 other messages including threatening to *** our company.  This is a Lennar homeowner and the warranty is an agreement we have with their company.  The next morning I emailed ****** to inform them we will need assistance with this homeowner.  I did not feel comfortable having a team member in their house after threatening to be ***d.  The customer care representative for the ******* home understood and stated that she also would not go into the home without her boss.  We scheduled with all parties to arrange service.  Upon arrival the carbon monoxide was working.  We learned the fire department had been out and pressed the reset button.  
  
  I have faith that the Better Business Bureau will see this complaint is not relevant.  I am happy to answer all questions.

  Customer response

  04/06/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined the response would not resolve my complaint.   
  
  I am grateful for BBB's care for customers, I deeply appreciate your support, thank you very much!
  
  I cant agree with Cross Electric's response because it is NOT true, and not to mention the demeaning language in their message. The company didn't address the true issue for the following reasons:
  
  First of all, the carbon monoxide detector (CO Detector) has been flashing red ever since we moved into this new house on Feb. 24. We asked the builder (******), who then reached out to Cross ***************** but more a week went by, no response from  this Cross Electric! We followed up on this matter multiple times,  we live in a house with gas furnace and gas stove, it is critical and required by law to have functioning CO detectors.
  On March 18th, I followed up on this matter again, and eventually, Cross Electric sent a text message basically stating that the carbon monoxide detector is operating properly when flashing red! I wanted to trust that message, but it just didn't feel right to have that carbon monoxide detector flashing red all the time, it felt wrong! So I decided to search on line for the manual (Cross-Electric installed the CO detector but didn't leave homeowner a manual) to read and understand more about this detector. On that day (Monday, March 18), I spent four hours on line to find the correct manual and to read and understand it. I The manual says that the CO detector is NOT functioning properly when flashing red!! This proved that Cross Electric gave us the wrong information which has potential dire consequences should we listened to or trusted them!! This needs to be addressed for our home, and for other homes that *** have also been or would have be wrongly informed by Cross Electric. After knowing this, I called Cross Electric emergency line with the intention to share with them my learning and to ask them to appropriately address the issue. I called multiple times, but there was voice mail for their emergency line, nobody answered the phone, and nobody responded my voice mail -- this emergency line didn't appear to be working.
  When Cross Electric finally responded, they responded via Text message only, and refused to talk over the phone when I proposed to have a phone conversation with them. Cross Electric texted me to talk to my husband to learn how to fix my CO detector issue on my own with increasingly discriminating tone! This new home is under Warranty, and we were told by the builder (******) NOT to fix issues on our own due to Warranty. Throughout these text message exchanges, I never once mentioned a leak, I wouldn't know because the CO detector Cross Electric installed never functioned. Cross Electric refused to send electricians over that day. Running out of options, that evening, my husband drove to the fire department and explained the situation with the fire chief in person. A fire truck along with three fire fighters were then sent over to our house (many thanks to our hero fire fighters). The fire fighters did the test, and the end result confirmed, once again, the issue is with the CO detector that Cross Electric installed.
  I then made a request to speak with ******'s management ( I have proof supporting this) about my difficult experience with Cross Electric, and I have proof supporting this, this further proved what Cross Electric claimed in their response is NOT true.
  
  To summarize, if Cross Electric had the proper knowledge with the CO detectors they installed, and if the Cross Electric sent an electrician over to have a quick check, all these issues could have been easily avoided. Yet, not only Cross Electric didn't have the proper knowledge, they didn't take care of their customers, they only responded via text messages containing discrimination.Therefore, the company didn't address the true issue.
  
  At this point, I suggest to leave the issue as unresolved, but we don't need to further pursue it. I just want other customers be aware of this so that they *** avoid negative experiences with this Cross Electric.
  
  My true intention is for all of us to do a good job, a better job, and to be better humans. I hope Cross Electric understand this good intention. I truly believe,we are all equal.
  
  Thank you all very, very much for your understanding and support,
  
  Regards,
  
  *************************
  

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