Complaints

• Initial Complaint

  16/06/2022

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  Date of transaction: The service occurred in May 2021. We were billed over one year later in June 2022. We had not heard from the company as of the day they were on site. I forgot about them and they did not follow up either. Invoice: 220399 Amount we paid the business: The total amount is $1209.10 We paid $406.80 and are disputing the difference. Dispute: The dispute is fully articulated in the attached email. I believe they are over charging us for the personnel, hours, and materials used. I offered them the benefit of the doubt in one situation and paid for half. I have also offered a proposal. Acknowledgement: I acknowledge my email is straightforward/blunt and this may have felt intimidating. I feel that their response isn't appropriate for customer service. When I say their response, it includes their communication, management and lack of administration (sending it to a third party and not even knowing my name, address or email - they could have mailed it), their belief they had gained a $5000 estimated job - yet they never confirmed, not following up on the quality of the work. What the business committed to provide you: - They committed to providing electrical services to the fireplace hook up. They also installed an electrical outlet for a television above the fireplace. The replaced two plugs on the adjacent north wall to the fireplace. - They did not work in the kitchen area. Dispute: - hourly rate for apprentices related to the qualifications of the crew provided (I was told the two were apprentices, not full electricians, yet we were charged full electrical rates) - the number of hours of work (they worked 4 hours and less, not 5) - the work that was conducted (they worked in the living room, not the kitchen) - materials - the wiring in the walls was existing. The outlets were provided by me. - ESA - what is this cost? We are looking into it. They have not clarified. Resolution: - Not yet

  Business response

  04/07/2022

  This is the Email Thread from Customer,We attended Site on a service call to wire up a Fireplace, on site we where ask to add a TV plug above, And then Asked about Kitchen Reno to which we assist in disconnecting live wires and removing them we also made suggestions based on Code. At that point we left site with the understanding that we would be returning when needed September Area. This did not happen and with all the Issues during Covid we did not pressure in cleaning up invoices it was noticed that this job was not billed and while late we are still within are rights to Bill. These rates are standard within the ECAO and OEL and we did bill fairly.

  Please see the Email Thread below to have an understanding, as I fell this is unjust. I hold the Masters My Son Hold CofQ and our Apprentice is Registered as we our ******* Members

  Please let me know as this is a waste of time

  Best Regards

  ***** **** ****
  June 15 2022 5:28pm

  ** ***** ***** Here, This started out as a service call, and in good faith we waited to complete the work, which was to be scheduled for August September. We were too have received a call which never came. So as far as a contract you would have been in breach. I don’t appreciate your comments. we have done nothing wrong, and because you refuse to pay a bill, you bad mouth us, very unprofessional. I will be in touch with ESA I will except partial payment and send the balance to Small Claims, plus costs.
  
  
  We have done no wrong here. If you would like to meet in person, we can arrange a time to discuss. If you choose to hind behind a Keyboard, we will see you in court.
  
  
  Best Regards ***** **** **** *** ******** ***** ******* *** ************ *** ************
  *************

   

  June 15th 2022 4:20pm

  Hi ******
  
  
  Thanks for the return email. 
  
  
  Firstly, the invoice is significantly late because ***** was expecting a call back from you once the kitchen arrived; a call which was never received.
  
  
  Secondly, the invoice that I sent to you is indeed accurate in regards to your points:
  1) Hours
  The people on site were here for half a work day, so 4 hours not 5.
  There were two electricians on-site for 5 hours each and another electrician was intermittently on-site throughout.  You were invoiced for only two electricians for 5 hours each despite the third being chargeable.
  
  
  2) Labour 
  The invoice lists two electricians on site. Our understanding is that they are both apprentices, they were being monitored by someone who came in only intermittently. I was informed one did not have his papers. We therefore will not be paying the full hourly rate. The apprentice rate in Ontario at the high end is $23.45. We will meet you in the middle and offer $45 per hour.
  As written above in 1) the invoice does list two electricians, however, there was actually a third electrician on-site intermittently.   Even though ***** was intermittent, his time is considered chargeable.
  
  
  ***** was the master electrician on-site intermittently.  His son is a licensed electrician and the other is a licensed apprentice 3yr.  There was no unauthorized personnel at any time.  Electrical work is a compulsory trade which requires government certification of those engaged in the trade.  Furthermore, each electrician must be licensed as each are part of an union.
  
  
  4) The materials were supplied by us. We will therefore omit this cost from the bill.
  The materials were supplied by us, thus, you are invoiced accordingly for what was used. 
  
  
  5) We do not have a clear understanding of why ESA is on this bill. We researched this and cannot find a logical explanation. We have omitted this as well.
  ESA cannot be omitted as it is for regulatory compliance on any electrical work.  ESA will be called to review the final work.
  
  
  6) The work on the kitchen was not complete. We had to hire another electrician to complete the work.
  We were expecting a call to return as part of the understanding;  the call never came. Our portion of the work was demolition and removal of the existing.    We were expecting a call when the kitchen arrived; the call never came.
  
  
  Please send the full invoiced amount of $1,209.10; I will not accept the transfer you sent recently.  Your unprofessional response is very much not acceptable considering we attended on-site on short notice and we completed what was required.
  
  
  Please be advised that ESA will be sent to review all the work
  
  
  Regards
  *****
  
  
  
  ***** ** ******
  Office Administrator
  CQS Electrical Services
  ************* * ************ * ************

   

  June 15 2022 3:43pm

  ***** - for your review:
  
  
  Hi ******
  
  
  Thanks for the return email. 
  
  
  Firstly, the invoice is significantly late because ***** was expecting a call back from you once the kitchen work was completed; a call which was never received.
  
  
  Secondly, the invoice that I sent to you is indeed accurate in regards to your points:
  
  
  1) Hours
  The people on site were here for half a work day, so 4 hours not 5.
  There was three electricians on site for 5 hours each.  You were invoiced for only two electricians for 5 hours each.
  
  2) Labour 
  The invoice lists two electricians on site. Our understanding is that they are both apprentices, they were being monitored by someone who came in only intermittently. I was informed one did not have his papers. We therefore will not be paying the full hourly rate. The apprentice rate in Ontario at the high end is $23.45. We will meet you in the middle and offer $45 per hour.
  The invoice does list two electricians, however, there was actually three electricians were on site doing the work. 
  
  
  ***** was the master electrician on site.  His son is also a master electrician and the other is a licensed apprentice 3yr.  There was no unauthorized personnel.  Electrical work is a compulsory trade which requires government certification of those engaged in the trade.  Furthermore, each electrician must be licensed as each are part of an union.
  
  
  4) The materials were supplied by us. We will therefore omit this cost from the bill.
  The materials were supplied by us, thus, you are invoiced accordingly for what was used.
  
  5) We do not have a clear understanding of why ESA is on this bill. We researched this and cannot find a logical explanation. We have omitted this as well.
  ESA cannot be omitted as it is for regulatory compliance on any electrical work.  ESA will be called to review the final work.
  
  
  6) The work on the kitchen was not complete. We had to hire another electrician to complete the work.
  We were expecting a call to return as part of the understanding;  the call never came.  
  
  
  Please send the full amount of $1,209.10.
  
  
  Regards
  *****

   

  June 15th 2022 2:27

  Hello,
  
  
  The bill received is inaccurate and significantly late. This is from services over a year ago.
  I have outlined the issues below and will remit $406.80 instead.
  
  
  1) Hours
  The people on site were here for half a work day, so 4 hours not 5.
  
  
  2) Labour 
  The invoice lists two electricians on site. Our understanding is that they are both apprentices, they were being monitored by someone who came in only intermittently. I was informed one did not have his papers. We therefore will not be paying the full hourly rate. The apprentice rate in Ontario at the high end is $23.45. We will meet you in the middle and offer $45 per hour.
  
  
  4) The materials were supplied by us. We will therefore omit this cost from the bill.
  
  
  5) We do not have a clear understanding of why ESA is on this bill. We researched this and cannot find a logical explanation. We have omitted this as well.
  
  
  6) The work on the kitchen was not complete. We had to hire another electrician to complete the work.
  
  
  
  
  The new total cost is:
  
  
  Fireplace (2x men @$45.00 each), 2 hours = $180
  Disconnect kitchen area (2x men @ $45.00 each), 2 hours = $180
  Materials = $0
  ESA = $0
  HST (ON) on sales (13%) = $46.80
  
  
  Total = $406.80
  
  
  I have sent $406.80 today by e-transfer to ************ *** ******** ** *********** *no space, as written here).
  
  
  
  *****
  
  On Jun 7, 2022, at 11:14 AM, ****** ***** ********************* ******

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