Complaints

• Initial Complaint

  12/12/2024

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  July/15/2024 I called to schedule a free assessment. I was scheduled and never sent a confirmation email. My problem self corrected so we canceled the assessment. I was sent a bill for cancelation fee that was never disclosed to me. I told them that and they said it would have told me when i booked online. I told them i booked over the phone several times and was not told this. They then said it was in the confirmation email, but I was never provided a confirmation email. I asked for proof and have not responded to that. Due to them threatening me with a line I paid the bill but would like a refund.

  

  Business response

  12/12/2024

  We appreciate the opportunity to respond to the concerns raised by ********.
  Background and Booking Confirmation:
  On July 9, 2024 at 11:36 AM, Samantha submitted an online Free Estimate Booking Form through our website. A copy of this form submission is attached. As part of this submission, Samantha agreed to be contacted at the provided email address and phone number for information about our services. Our online booking process displays our terms and conditions prior to submission, and proceeding with the booking constitutes agreement to these terms. The terms include information about our cancellation policy.
  Confirmation Email and Terms & Conditions Disclosure:
  Immediately following the online booking, our system automatically sent a confirmation email to the email address provided: ***************************** The attached screenshot of our booking platform confirms the successful delivery of this email. This confirmation email clearly states our cancellation fee policy:
  A cancellation at the time of or under 24-hrs of any scheduled appointment will result in an $89 fee.
  We have also attached a record of the email logs indicating the confirmation email was delivered. There is no record of any technical delivery failures on our end.
  Phone Call Communication:
  Later on July 9, 2024, following the online booking, we placed a call to Samantha to verbally confirm the appointment and reiterate that the estimate itself would be free. The transcript of this call is attached. At no point did we state or imply that there would be no charge for last-minute cancellations. The purpose of the call was to confirm the free estimate, not to restate policies already provided in writing.
  Cancellation at the Appointment Time:
  On July 16, 2024, the technician reached out at the scheduled appointment time. During that call, Samantha canceled the appointment on the spot. Because the cancellation occurred at the time of the appointment (within 24 hours of the scheduled service), the $89 cancellation fee applied as per the disclosed terms.
  Rationale for the Cancellation Fee:
  The cancellation fee is not based on parts or materials usedit compensates for the technicians reserved time and the resulting loss of an appointment slot that could have been allocated to another customer. This policy is standard in service industries to offset the operational costs incurred by short-notice cancellations.
  Follow-Up and Payment:
  Following the cancellation, we sent 14 separate email reminders regarding the outstanding cancellation fee. Each email was opened at least once, indicating that the customer received and reviewed our communications. No response was received until after payment was made. We can provide logs showing these emails send and open history over the last several months if that's necessary.
  Conclusion:
  Our records demonstrate that the cancellation policy was disclosed prior to the scheduled service in both the terms and conditions at booking and the confirmation email. The customer agreed to these terms when submitting the online form and received written confirmation outlining the cancellation fee. The fee was applied according to our stated policies, and the customer subsequently paid it.
  Given that the policies were clearly communicated and agreed to in advance, we respectfully decline the refund request.
  We trust this clarifies the matter. If the BBB requires further information, we are happy to provide additional documentation. We can also provide call recordings if the transcripts are not clear.
  

  

  Business response

  12/12/2024

  It appears our email and call transcript attachments did not go through, can we send those to you via another form of communication?
  
  If not, here is a copy and pasted version:
  
  Booking form
  Jul 9, 2024, 11:36?AM :
  Free Estimate Booking Form
  Sent via Booking Form Submission @ First Choice Electric LLC
  Name
  ******** ********
  
  Email
  *************************************
  
  Phone Number
  **************
  
  Address
  
  ************************************************************************************
  
  
  Are You A?:
  New Client
  
  Briefly Describe Your Project:
  Trying to get an estimate. We had a wall light and when we tried to replace the
  light there was a black cord but no white cord. Also we bought a dimmer light
  and were wondering if that was possible to hook up to this outlet.
  
  Preferred Estimate Date:
  Wednesday, Jul 10, 2024 12:00 PM-01:00 PM
  
  Where Did You Hear About Us?:
  Google Search
  
  Terms & Conditions:
  I agree to be contacted at the number & email provided with more information or offers about First Choice Electric's Products & Services. Calls or texts may use computer-assisted dialing or pre-recorded messages. This is an agreement to our terms & conditions, consent is not a condition of purchase.
  
  Source URL:
  ********************************
  
  IP Address:
  ************
  
  Uploads:
  
  Call from ********:
  ****************************************************************************
  timenamecontent
  2024-07-09 11:58:59.0 CDTZach with First Choice ElectricFab this is **** with first Jor.
  2024-07-09 11:59:11.6 CDTZach with First Choice ElectricYes, that would be the estimate.
  2024-07-09 11:59:15.3 CDTSamantha PetersonThat, oh, and how much does that cost have someone come out to do that?
  2024-07-09 11:59:16.4 CDTZach with First Choice ElectricSo we provide free estimates. So, once we come out and are able to kind of assess what needs to take place in order to complete the project at that time, we would be able to give you the price for the project to pretty much to the *****.
  2024-07-09 11:59:24.9 CDTSamantha PetersonOkay, okay.
  2024-07-09 11:59:36.2 CDTZach with First Choice ElectricOkay, thank you.
  2024-07-09 11:59:37.5 CDTSamantha PetersonPerfect. Alright, that's great. Thank you so much.
  2024-07-09 11:59:39.8 CDTZach with First Choice ElectricYou too.
  2024-07-09 11:59:42.9 CDTSamantha PetersonHave a, a good day. Bye.
  
  
  Call from First Choice Electric at time of appointment:
  ****************************************************************************
  timenamecontent
  2024-07-16 10:40:46.8 CDTSam with First Choice ElectricHi, this is *** with first choice electric.
  2024-07-16 10:40:51.4 CDTSamantha PetersonOh, you know we needed to cancel.
  2024-07-16 10:40:55.2 CDTSam with First Choice ElectricOh, gotcha, okay. ********. No. Yup. Alright, take take care. Bye.
  2024-07-16 10:40:58.6 CDTSamantha PetersonSo, sorry about that.
  
  
  Please let us know if you have any further needs regarding documentation surrounding this complaint. We're more than happy to provide them.

  

  Business response

  12/13/2024

  We appreciate the opportunity to respond to the concerns raised by ********.
  Background and Booking Confirmation:
  On July 9, 2024 at 11:36 AM, Samantha submitted an online Free Estimate Booking Form through our website. A copy of this form submission is attached. As part of this submission, Samantha agreed to be contacted at the provided email address and phone number for information about our services. Our online booking process displays our terms and conditions prior to submission, and proceeding with the booking constitutes agreement to these terms. The terms include information about our cancellation policy.
  Confirmation Email and Terms & Conditions Disclosure:
  Immediately following the online booking, our system automatically sent a confirmation email to the email address provided: ***************************** The attached screenshot of our booking platform confirms the successful delivery of this email. This confirmation email clearly states our cancellation fee policy:
  A cancellation at the time of or under 24-hrs of any scheduled appointment will result in an $89 fee.
  We have also attached a record of the email logs indicating the confirmation email was delivered. There is no record of any technical delivery failures on our end.
  Phone Call Communication:
  Later on July 9, 2024, following the online booking, we placed a call to Samantha to verbally confirm the appointment and reiterate that the estimate itself would be free. The transcript of this call is attached. At no point did we state or imply that there would be no charge for last-minute cancellations. The purpose of the call was to confirm the free estimate, not to restate policies already provided in writing.
  Cancellation at the Appointment Time:
  On July 16, 2024, the technician reached out at the scheduled appointment time. During that call, Samantha canceled the appointment on the spot. Because the cancellation occurred at the time of the appointment (within 24 hours of the scheduled service), the $89 cancellation fee applied as per the disclosed terms.
  Rationale for the Cancellation Fee:
  The cancellation fee is not based on parts or materials usedit compensates for the technicians reserved time and the resulting loss of an appointment slot that could have been allocated to another customer. This policy is standard in service industries to offset the operational costs incurred by short-notice cancellations.
  Follow-Up and Payment:
  Following the cancellation, we sent 14 separate email reminders regarding the outstanding cancellation fee. Each email was opened at least once, indicating that the customer received and reviewed our communications. No response was received until after payment was made. We can provide logs showing these emails send and open history over the last several months if that's necessary.
  Conclusion:
  Our records demonstrate that the cancellation policy was disclosed prior to the scheduled service in both the terms and conditions at booking and the confirmation email. The customer agreed to these terms when submitting the online form and received written confirmation outlining the cancellation fee. The fee was applied according to our stated policies, and the customer subsequently paid it.
  Given that the policies were clearly communicated and agreed to in advance, we respectfully decline the refund request.
  We trust this clarifies the matter. If the BBB requires further information, we are happy to provide additional documentation. We can also provide call recordings if the transcripts are not clear.

  Customer response

  12/13/2024

  Better Business Bureau:
  
  I have reviewed the business' response regarding complaint ID ******** and am satisfied with this resolution. 
   
  Sincerely,
  
  ******** ********

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