ComplaintsforCustom Electric Service Inc

• Initial Complaint

  02/11/2022

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I purchased an upgraded alternator from custom electric service and received no info of warranty or anything but a receipt with date that I have but not at the moment. Alternator started smoking after a pump went bad in my car. Fixed pump and alternator was still smoking. Worked properly even thow it smoked I took it back and told them what happened and asked them to see what was wrong with it. They called after a month and said it was fixed and I owed almost 200 dollars for it. I was never notified of anything till after they did what they did. I only had it for about 7 months before this all happened

  Business response

  02/25/2022

  Below is our response to the claim submitted to the BBB about Custom Electric Service on 2/11/2022 by ****** *********** / ID ********.
  
  

  We would like to first and foremost point out that a power steering pump going bad and damaging an alternator would not be considered a defective alternator for us in the first place. However, because we pride ourselves on excellent customer service, we were working with ****** to find a satisfactory resolution.

   

  As stated in ******’s own words, his alternator was approximately 7 months old.  ****** also indicates in his claim that he has the receipt/paperwork but not at the “moment” of filing the claim with the BBB which Custom Electric Service finds odd.  This paperwork that he acknowledges being given/having would indicate that his warranty would have been lifetime labor and 6 months parts for his alternator.  ****** brought his alternator to us indicating that it was smoking and that his power steering pump went out (all of which he acknowledges in his claim to the BBB).    

   

  As stated earlier, a power steering pump damaging an alternator would not be under warranty, however since customer satisfaction is important to Custom Electric Service, we were willing to repair his alternator labor free with him paying for parts.  Unfortunately, his alternator was beyond repair because of the damage caused by the pump. We informed ****** that his alternator was not repairable and were willing to work with him by offering him a new alternator for $200.00. We thought this was a generous customer service offer since a new alternator costs $445.00. 

   

  ****** indicated that his desired settlement is just to have his original alternator back/split the cost.  This is something we can do.  As stated, ******’s original alternator was not repairable and is still here and he can pick up between the hours of 8:00 a.m. to 4:00 p.m. Monday through Friday.  If ****** wishes, he can still purchase a replacement alternator for less than the cost of splitting a new one for $200.00 which will come with the same warranty as the first one which is 6 months parts/lifetime labor. 

   

  We will keep both alternators in safe keeping until we here from the BBB or ****** regarding his choice.

   

  Thank you,

   

  Kim O*******

  Custom Electric Service

  216.524.9576

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩