ComplaintsforJeremie Snyder Electrical Contracting Inc

• Initial Complaint

  03/26/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Snyder Electrical responded to a warranty claim for an exterior electrical issue involving a breaker that was tripping intermittently. They made multiple trips to address problem. On 2/17/21 they sent a crew who did some troubleshooting and said everything looked okay. The problem continued and they sent another technician out on 3/3/21 who brought to my attention that the post light fixture base was cracked and wanted me to know before he started his work. My contention is that the previous crew on 2/17/21 were the ones who cracked it since they had removed it during their visit. I contacted their office and voiced my position and was told they would replace it (see attached texts and picture). The technician continued his work and replaced the underground wiring going to the post light. Upon finishing his work, he did inform me that he found another problem with a faulty light socket on the post light. After two attempts to get an update on new fixture, I was told the order was cancelled based on their position that it was broken before they worked on it. Let alone that prior they were willing to replace when cracked and had actually ordered one. Now I agree that the second issue found on the fixture (3/3/21) may not have been their fault, but feel they are still responsible for cracking the base of the fixture on the 2/17/21 visit and should bear some financial responsibility.

  As per our conversation,  the correct dates on the attachment showing the texts between myself and Snyder Electrical should all be in the year 2022 and not 2021 as written (this was my mistake).
  
  
  The dates in question are as follows:
  
  
  2/17
  3/3
  3/14
  3/16
  3/17

  Business response

  04/07/2022

  We received the enclosed correspondence from your office on March 31, 2022, referencing complaint ID ******** dated March 27, 2022, and are submitting the below response regarding the complaint filed against Jeremie Snyder Electrical Contracting, Inc. 
  
  Per the claimant's statement, we were assigned as an electrical contractor to respond to a warranty claim the claimant filed with their home builder. The claimant's home builder offers a one-year limited warranty on materials and workmanship, and a two-year limited warranty on the installation of 
  
  electrical systems. Customer's then file a claim over the phone or online with the home builder. Our company was assigned to complete warranty work and contacted the homeowner and scheduled a warranty visit for 2/15/22, (not in the year 2021 as the claimant noted and filed in the aforementioned complaint ID). The service technician assigned to perform warranty service on 2/15/22, completed troubleshooting of wiring where exterior GFCI outlets were located and found that a weatherproof box was full of water. Water inside of a weatherproof box will cause the GFCI outlets to trip the breaker, in turn causing all exterior outlets and exterior post light to not function. The service technician removed the water from the exterior weatherproof box, and applied silicone to the weatherproof box. The service technician noted the water inside of the weatherproof box was the cause of the tripping breaker and the issue was resolved. 
  
  However, the homeowner called back on the same day of service of 2/15/22 after our service technician departed and stated that the breaker was still tripping. We then scheduled a follow-up visit for 2/17/22 to check wiring. A different service technician was dispatched to the home on 2/17/22 and was to check to ensure that all wiring in exterior outlets and wiring to the post light were in proper working order. Upon arrival he informed the homeowner that he would need to check all wiring to the exterior outlets and to the post light and the homeowner turned him away, stating that he did not feel confident in his abilities. The service technician did not perform any work on that visit at the homeowner's request. 
  
  On 2/23/22 the claimant was scheduled for a service visit on 3/3/22 to replace wiring. The service technician dispatched to the home on 3/3/22 to replace wiring, discovered a crack in the light fixture on the lamp post and before proceeding, advised the homeowner of the crack on the light fixture near the screw on the base that secures the light to the post. After advising the homeowner the service technician removed the post light fixture to find that the socket inside the post light fixture was busted. This type of damage would have occurred when the post light fixture was installed, by whomever installed the non-standard light fixture. The busted socket in the light fixture can cause the post light and exterior GFCI outlets and breaker to trip. 
  
  
  
  
  The service technician called into the office stated his findings of the crack on the light post fixture near the screw and the busted socket and stated that the fixture was a non-standard exterior post light fixture. The service technician then proceeded with warranty service replacing the wiring for the light post, and our office was contacted to order a replacement light fixture. 
  
  Initially our office submitted an order to replace the homeowners post light fixture, however upon speaking with our service technician post visit to reconcile services preformed and receiving photos of the light fixture it was determined that the exterior post light fixture in question was not the exterior post light fixture originally purchased with the home on the home builder's purchase agreement. The homeowner had a different post light fixture installed on the post. The non-standard fixture was not installed by our company, and therefore is not covered by warranty under the homeowner's limited warranty. The order for a new post light fixture was then cancelled, as by the customer installing or having another party install a custom exterior post light fixture to the post voids his limited warranty through the homebuilder. 
  
  We regret that the customer is not happy with services performed, but we did complete the service to 
  
  the exterior wiring as scheduled on 3/3/22 as a warranty service, by replacing exterior wiring and diagnosing the problem causing the exterior outlets and lamp post breaker to trip. As a resolution to the issue the customer is experiencing, we would recommend contacting the individual or third party that performed the installation of the non-warranted custom exterior post light fixture. It was evident that the customer's issue with breaker tripping and post light not properly working were due to the improper installation of the custom light post fixture. 
  
  As previously stated, our technician that was sent on 2/17/22 to replace wire, was turned away by the customer and not permitted to perform work. Whomever installed the non-standard post light fixture would have been the last individual to access the post light, and we therefore do not assume responsibility for the custom post light fixture damage discovered on 3/3/22. 
  
  
  
  

  Customer response

  04/08/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  
  To Better Business Bureau,

  
  

  Here are my rebuttals to Jerimie Snyder Electrical responses to my claim:
  

  
  

  1. The claim that the issue was resolved on 2/15/22 is not accurate as the problem persisted.
     
     
  2. The technicians who came out on 2/17/22 as part of their troubleshooting did remove the post light to check it, the photo eye and wiring feeding it.  The base of the post light was not cracked prior to them removing it.  My guess is that when they reinstalled it they used their screw gun and overtightened it thus cracking the base.  After the technicians did their troubleshooting they came to the door and said that everything checked out and asked whether or not I wanted them to proceed with replacing the underground wiring feeding the post light.  My reply was not to replace it at this time (since they said it was okay) and will monitor it for reoccurrence.  (I look at Jerimie Snyder Electric as the subject matter experts and if their technicians say that the wiring is fine based on their troubleshooting, then why would they ask the customer if they should proceed to replace it?)  After the service call I did talk/text to Monica about their visit and it was agreed to monitor and if problem re-occurred that at that point they would proceed with replacing of the underground wiring.
     
     
  3. The sequence of events of the service call on 3/3/22 are not quite accurate as explained by Jerimie Snyder Electrical, and here is the actual sequence:  Yes the technician brought to my attention early on that the base of the post light was cracked and wanted to bring it to my attention before proceeding.  My response/position was that the prior crew on 2/17/22 must have cracked it and my expectation was that Jerimie Snyder Electrical would replace it.  I called and left Monica a voice mail about the issue and followed up with a text.  In the text, I stated that it was not the original post light and that I would have to send her the information.  She replied to send her the model number, of which I sent her.  Said that she would speak with the owner and get back  shortly.  She later responded that they ordered a new light and should get it by the end of the next week, she offered their apologies.  (See attachment for copies of text conversation between Monica and me).  At the end of the service call after the technician replaced the underground wiring feeding the post light he discovered the faulty post light socket while reinstalling it and also brought this to my attention.   
     
     
  4.  After two attempts to get a follow up from Monica (one on 3/14/22 & 3/16/22, I finally got a response from her on 3/17/22 saying that Jeremie had her cancel the order upon discovery of the faulty light socket.  I texted back to her to have Jeremie call me to discuss (of which I did not receive a call).  In fact I called the office several times to request to speak to Jeremie of which I got no response.
     
     
  5. Jeremie Snyder Electrical states that this is a non-standard light fixture:  This fixture is suitable for outdoor locations and is designed to fit a 3" post.  The fixture was purchased from Overstock.com and installed by myself (a 40 year veteran of facilities maintenance/management).

  
   In closing, Jeremie Snyder Electrical was willing to replace the fixture based on the cracked base (and even ordered one) only to renege after discovering later the faulty light socket.  I feel that I am being more than fair and reasonable to give them the benefit of the doubt that the light socket issue was not their fault, but that the cracking of the base was in fact of their doing, and should bear at least half the cost ($40.00) of a new fixture.

  
  

  
  

  
  

*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. ↩