Response from Residential Electrical Svcs, Inc (281)482-VOLT
We received an Angie’s List notification on the customers purchase Sunday July 26th. We replied back via email, twice, on the 26th. We informed him we would make contact with him the next business day, Monday the 27th. We made contact with him on the 27th. We went to his residence on the 27th. Our intent was to complete the project on Wednesday the 29th per his request. I spoke to the customer on the phone prior to coming out; I gave him my ETA. So he knew I was on the way. He said his wife would be there. Upon arriving, I rang the front doorbell. I immediately noticed a large Boxer barking at a front window, adjacent to the front door. I rang multiple times, but no one answered. As I was walking away, I heard voices in the residence. So I knocked; the boxer and other smaller dogs were still barking at the window. After not receiving a response, I stared calling the customer on his cell phone. I was hesitant to go in to the backyard because of the Boxer and I did not want to scare his wife in case he had forgot to mention I was coming. Our policy is to make contact upon arrival. After being onsite for approximately 10 minutes and multiple phone calls, the customer answered his phone. I explained to him I was at the front. He said he would open the door and let me in. Seeing the Boxer was still at the front window barking and appearing to be agitated I told him I would let myself in through the side gate. I specifically asked him not to let the dog out. As I walked through the gate I heard a rattling sound coming towards the side of the house. I stopped, turned around and headed back for the gate. The Boxer was not secured as requested. I began calling the customer on his cell, no answer. I waited a few more minutes, dogs still barking. The customer came around to the side gate. He tried to open the gate to let me in. I was very clear “I will not enter the yard until the dog is put up”. The customer walked away, the dog followed. I waited a bit. The customer never retuned; I assumed the dog was secured and the customer was in the house. So I let myself in again. As I was walking into the back yard, the Boxer came around the side again. I was able to get out; the Owner was not insight. At this point I did leave. The customer had been asked multiple times to secure the dog. I discussed the situation with my partner and we determined we would not be able to help this customer. We felt I was very clear in my requests. And if there was an issue securing the dog on my initial visit, it would probably be an issue when we arrive to do the work. We opted to request Angie’s List refund his purchase. We notified the customer though the Angie’s List message center on Tuesday July 28th. Angie’s List has a record of the timeline on the message center We believe that our customers are the business and that if they are not satisfied, we will not have a business. There are many electricians, just in our general area, many choices, so we try each day, each customer to make the whole experience satisfactory. However, we felt we would be sending our service techs into a potentially unsafe situation.