Complaints

• Initial Complaint

  10/29/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I hired and paid $968 to install a 30amp outlet for a camper, upon inspection it did not pass and WAS NOT SAFE. The wrong amp size wires were used and the wires under the plastic were exposed and almost touching which could have been potentially very dangerous and didn’t pass inspection. I wasn’t given a receipt with warranty information or any contact. All contact up to this point was automated through google. So I had another electrician fix the faulty installation. After sending the company pictures of the work by their technician they admitted that the technician would need and get additional training and offered a $200 credit towards my next service call. I asked for a partial refund instead of a credit because I paid for safe and passing inspection electrical work on this job but they refused. The company’s slogan is if you’re not thrilled your not billed and stated their was a 5 year warranty but this was not honored in my case. Their work at my house was unsafe and below standards and I think the company’s slogan should be investigated in case they are not sending out licensed electricians and endangering others. I am also requesting $250 refund for the cost I paid to fix their electrical work.

  Business response

  11/20/2024

  Thank you for bringing this to our attention and giving us the opportunity for resolution. We apologize for the delayed response and are happy that the situation has been resolved. Our electrical service manager has spoken with our client and a partial refund has been submitted. Please reach out to us with any further questions.

  Customer response

  11/20/2024

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID 22484737, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ***** *****

• Initial Complaint

  04/13/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On February 24th I had Hero Services come and do a diagnostic on my electrical system as the lights had started to flicker.They wouldn't give me the price over the phone but once they arrived I learned it was a $365 charge or it was $70 if they just left. I went went ahead with the diagnostic and they came to the conclusion I needed a whole new electrical panel, a $7700 quote from them is what I got when they left. I then and got other quotes based off of their diagnostic for a new panel and had a new one installed. After the work was done the light continued to flicker, turns out it was a problem on the electric companies side. They fixed their issue and just like that my problems were gone. I have reached out for over two weeks now trying to get a "manager" to call me back with no luck. I'm not in the financial place to be making big purchases like a new panel but was convinced I needed one from them when that was not in fact the issue. I'm not trying to ask for the cost of the panel to be covered but I want my WRONG diagnostic to be refunded. I wouldn't be filing a complaint if they had even just called me once to talk about this.

  Business response

  06/01/2023

  Thank you for bringing this to our attention and giving us the opportunity for resolution. We apologize for the delayed response and are happy that the situation has been resolved. Our electrical service manager has spoken with our client and a partial refund has been submitted. Please reach out to us with any further questions. 

• Initial Complaint

  09/22/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Work not complete..elec cords hanging Dow on 3 light fixtures . 4th off center above pool table causing shadow..took all replaced fixtures.(could us in other area) new are LED. All wobble.(not save). CHARGED 90% disabled Vet.. $1500. Left in less than 1 hr.. $ 1200 over priced I would say...will not inspect work by boss.

  Business response

  10/13/2022

  Business Response /* (1000, 5, 2022/09/23) */ I'm sorry that you are unhappy with your experience with us. We work hard to make sure everyone is happy, but unfortunately a few people still are not. I would like to provide a response to your complaints. 1. As far as prices go, we gave you the price before we started any work and you agreed to it. So I'm not sure why you are complaining now. 2. As a courtesy, we dispose of any parts or fixtures that we remove unless otherwise told. 3. We called you to let you know that we were on our way to your house to fix anything that you were unhappy with, but you told us not to come. I'm not sure how that's our fault. We do appreciate your business and standby ready to help you whenever you want. Just give us a call. Thank you Consumer Response /* (3000, 7, 2022/09/23) */ (The consumer indicated he/she DID NOT accept the response from the business.) Was suppose to be at home between1-3 pm. Call use @ 2 pm. To ask what we're they were coming over for.. had plan's told not to come because we had an appointment ...Called twice to tell them what I needed. When the service guy called he had no idea what needed to be done. I would like to share photos of the work that I would like to send to the BBB If they are willing to fix problems I want a supervisor to do the repairs. I want the work finished correctly. The light fixtures were not trash that they threw away.

• Initial Complaint

  06/24/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  On 5/31/22 I caused an electrical problem in my house wiring. I called several companies local and out of town. Hero Electrical SVC, were the only company that could come out that day. On the phone I was explained that there would be a $99 service call fee and evaluation. The tech would take as long as he needed for the "evaluation" and give me options. We were told that if we had the work done by them the "evaluation" fee would be waived. So after a while of DIAGNOSISING the issued my wife singed a paper saying Level 1 Diagnostics fee of $183 and then given a quote of the repair cost. We were still under the assumption that that fee would be waived if the service was done. OH where we wrong. That fee is for them to properly DIAGNOSE the problem. I am not complaining about the repair fee at all. The $99 service call fee was waived as soon as we paid for the DIAGNOSTIC fee. "REALLY" What is included in the evaluation fee? Yep that outlet looks bad. I have looked up the difference between the to and boy or boy they sound the same to me. After the work had been complete, the tech tried to start the 2 appliances and the dryer had a dead short in it. The Heat and Air unit would not turn on. The tech call Hero H/A side of the business and that tech said the thermostat or the fan in the unit was bad. I was at work, so I went for the cheapest part and bought a new thermostat. Nope, still not working. I called our H/A company that does the warranty work for us. Not the fan. He was checking other things and found the thermostat wire, which is about 3-4 inches away from the new 220 line that was ran, to be torn apart. Since it was the weekend, I hired someone else to run a new wire for me. Monday morning I went to Hero SVC and talked to the President **** about all the issues. They would not accept blame for the wire but we came to an agreement of $125 refund of my Dia fee. It has been 2 1/2 weeks and still no refund. Called Hero and NO call back.

*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. ↩