ElectroC
1.2|6 reviews
JB
JD B
1 reviews | Active since Member
06 Jun 2016, 09:31
Stay away from this business at all costs
<p>ElectroC assisted us with a geyser issue and were then required to return due to a continuing and ongoing problem with the same geyser 11 days later, for which we were charged separately as if they were 2 independent issues. Despite being fully aware of the fact that both invoices were with our insurer for payment, we received emails for these 2 invoices (1 was 27 days old and 1 was 15 days old), including legal recovery charges that were not linked to any real legal process. We were accused in writing of disputing their costs and trying to avoid payment, even though our insurer had already been in touch with them multiple times telephonically and via email to clarify certain information to ensure the claim could be paid in full. Considering we had a 16 year relationship with them prior to this call out, and considering that they had always been paid on time and in full in the past, and considering their invoices were in with a fully-communicating insurer, one would have thought that the professionalism could have been a little higher from ElectroC. Any business on an insurance panel is paid within 30 days and although our insurer didn't send these guys out, we fully expected them to be paid within the same timeframe. </p>
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Replies (277)JB
JD B's updateReviewer Update
10 Jun 2016, 07:45As an update, our insurers notified us after a full inspection that at the cost we were charged we could have installed 2 x 200l geysers. We supplied the geyser that was installed and it appears that we were handsomely ripped off.
JB
JD B's update10 Jun 2016, 07:45
Reviewer Update
As an update, our insurers notified us after a full inspection that at the cost we were charged we could have installed 2 x 200l geysers. We supplied the geyser that was installed and it appears that we were handsomely ripped off.
ElectroC's replyOfficial
31 Jan 2017, 08:35Dear Kym Bailey-Norris (aka Tantelizing Taste Events)
YES, I agree fully with your insurance company that you could have installed 2 x 200L geysers. However because you insisted on us using your old existing geyser, valves had to be replaced which chased up your pricing considerably. Your response to Wouter however were that you do not mind because you will claim it from the insurance company as a new geyser. Not once did you request Wouter to wait for the insurance to pay us directly it was always considered COD
You called us out Saturday 07 May 2016 the evening. We immediately send out the plumbing team to assist you. They arrived at your property within 60 minutes
Upon inspection they found the geyser was burst. You subsequently requested us to please assist you by fitting an old geyser that was standing in your garage. You then also requested us to please help you out by informing the insurance company that this was a new geyser.
When your company went through trouble we were very lenient and could assist you BECAUSE YOU WERE COMMUNICATING with us, not like this time where you completely ignored all emails & phone calls.
As for the second and separate issue handled. Because it was such and old geyser that was standing dry for a very long time there was an additional valve that had to be replaced. We did not supply you with they geyser and therefore it was not under guarantee.
After all the years of exceptional service you received from us not once did you comment on Hello Peter about that but the one time you do not communicate with us you list us as poor service providers. Your actions to say the very least is appalling
Communication is key.....
Best regards,
ElectroC's reply31 Jan 2017, 08:35
Official
Dear Kym Bailey-Norris (aka Tantelizing Taste Events)
YES, I agree fully with your insurance company that you could have installed 2 x 200L geysers. However because you insisted on us using your old existing geyser, valves had to be replaced which chased up your pricing considerably. Your response to Wouter however were that you do not mind because you will claim it from the insurance company as a new geyser. Not once did you request Wouter to wait for the insurance to pay us directly it was always considered COD
You called us out Saturday 07 May 2016 the evening. We immediately send out the plumbing team to assist you. They arrived at your property within 60 minutes
Upon inspection they found the geyser was burst. You subsequently requested us to please assist you by fitting an old geyser that was standing in your garage. You then also requested us to please help you out by informing the insurance company that this was a new geyser.
When your company went through trouble we were very lenient and could assist you BECAUSE YOU WERE COMMUNICATING with us, not like this time where you completely ignored all emails & phone calls.
As for the second and separate issue handled. Because it was such and old geyser that was standing dry for a very long time there was an additional valve that had to be replaced. We did not supply you with they geyser and therefore it was not under guarantee.
After all the years of exceptional service you received from us not once did you comment on Hello Peter about that but the one time you do not communicate with us you list us as poor service providers. Your actions to say the very least is appalling
Communication is key.....
Best regards,
ElectroC's replyOfficial
31 Jan 2017, 08:35Dear Kym Bailey-Norris (aka Tantelizing Taste Events)
YES, I agree fully with your insurance company that you could have installed 2 x 200L geysers. However because you insisted on us using your old existing geyser, valves had to be replaced which chased up your pricing considerably. Your response to Wouter however were that you do not mind because you will claim it from the insurance company as a new geyser. Not once did you request Wouter to wait for the insurance to pay us directly it was always considered COD
You called us out Saturday 07 May 2016 the evening. We immediately send out the plumbing team to assist you. They arrived at your property within 60 minutes
Upon inspection they found the geyser was burst. You subsequently requested us to please assist you by fitting an old geyser that was standing in your garage. You then also requested us to please help you out by informing the insurance company that this was a new geyser.
When your company went through trouble we were very lenient and could assist you BECAUSE YOU WERE COMMUNICATING with us, not like this time where you completely ignored all emails & phone calls.
As for the second and separate issue handled. Because it was such and old geyser that was standing dry for a very long time there was an additional valve that had to be replaced. We did not supply you with they geyser and therefore it was not under guarantee.
After all the years of exceptional service you received from us not once did you comment on Hello Peter about that but the one time you do not communicate with us you list us as poor service providers. Your actions to say the very least is appalling
Communication is key.....
Best regards,
ElectroC's reply31 Jan 2017, 08:35
Official
Dear Kym Bailey-Norris (aka Tantelizing Taste Events)
YES, I agree fully with your insurance company that you could have installed 2 x 200L geysers. However because you insisted on us using your old existing geyser, valves had to be replaced which chased up your pricing considerably. Your response to Wouter however were that you do not mind because you will claim it from the insurance company as a new geyser. Not once did you request Wouter to wait for the insurance to pay us directly it was always considered COD
You called us out Saturday 07 May 2016 the evening. We immediately send out the plumbing team to assist you. They arrived at your property within 60 minutes
Upon inspection they found the geyser was burst. You subsequently requested us to please assist you by fitting an old geyser that was standing in your garage. You then also requested us to please help you out by informing the insurance company that this was a new geyser.
When your company went through trouble we were very lenient and could assist you BECAUSE YOU WERE COMMUNICATING with us, not like this time where you completely ignored all emails & phone calls.
As for the second and separate issue handled. Because it was such and old geyser that was standing dry for a very long time there was an additional valve that had to be replaced. We did not supply you with they geyser and therefore it was not under guarantee.
After all the years of exceptional service you received from us not once did you comment on Hello Peter about that but the one time you do not communicate with us you list us as poor service providers. Your actions to say the very least is appalling
Communication is key.....
Best regards,
JB
JD B's updateReviewer Update
01 Feb 2017, 15:49Wow... 7.5 months to reply and you straight out accuse the incorrect person (and name not only her but her company) of posting this review that related directly to how you handled communiction with us and then you still try to run that person down down by posting factually incorrect information about her company that does not even relate to the issue at hand. It would be wise to remember how much business that loyal client gave you over the 16 years prior to this incident.
You can run an ex client down all you like on here - the simple fact in this matter remains- your company charged a price that you knew was way above market rates because you saw a gap to exploit an after hours call out.
- You never quoted upfront for the job that needed to be done. Now, 7.5 months later you state that there was extra work required to be done that pushed up the cost. How about the simple point of communicating that to your client BEFORE you proceed with the work. You did, after all state that communication is key.
- Neither yourself nor Wouter ever attended the site to even check what needed to be done or to provide an expert opinion- you simply relied on your guys to do whatever they wanted and then expected to charge whatever you liked. Again, no communication.
- You got caught out by the insurer on the charges levied when the claim was put through and you responded aggressively by attacking a client that had repeatedly given you business over a 16 year period instead of providing the information relating to the change of valves that you have only now for the first time raised.
- Nobody ignored your calls or emails ever and there is a full run of written correspondence between you and I to prove that- specifically kept because of the threats made and aggression displayed. Unfortunately for me I didn't record our phone calls where your tone was completely unprofessional and threatening even when it was explained to you that we were waiting for insurance to payout so we could settle you. I think you would be surprised if I were able to play the phone calls back to you at the anger and aggression you displayed over the phone. I wonder if you'd behave the same way standing face to face with a customer? It's really easy to be brave and rant from behind a handset or a keyboard.
- There was never any attempt not to pay you - I think the fact that neither one of the invoices was older than 30 days proves this and that our insurer was speaking to you directly.
- And finally, a question was asked about using the geyser we had on hand to try and keep the costs down. Never once did you, Wouter or your guys explain that there was a more cost efficient option that we could consider and that the geyser would be a problem.
The only reason I posted this review was because of the aggressive nature of your interactions with us. I see from your response that nothing has changed... you obviously knew then that insurance would question your costs and you wanted your cash before they rejected your invoices so you went at us pesonally, all guns blazing, including threatening legal action for invoices 27 days and 15 days old. The economy is tough for everyone - keep treating your clients this way (we're clearly not the only ones who have had this experience judging by the other comments now on this forum) and it's only going to get tougher for your own business. Start by treating your customers as people and not as commodities. There's nothing more to say - you lost a long standing, loyal customer who referred countless other people to you over the years because you allowed your aggression to lead your communication and instead of conversing, you resorted to threats.
JB
JD B's update01 Feb 2017, 15:49
Reviewer Update
Wow... 7.5 months to reply and you straight out accuse the incorrect person (and name not only her but her company) of posting this review that related directly to how you handled communiction with us and then you still try to run that person down down by posting factually incorrect information about her company that does not even relate to the issue at hand. It would be wise to remember how much business that loyal client gave you over the 16 years prior to this incident.
You can run an ex client down all you like on here - the simple fact in this matter remains- your company charged a price that you knew was way above market rates because you saw a gap to exploit an after hours call out.
- You never quoted upfront for the job that needed to be done. Now, 7.5 months later you state that there was extra work required to be done that pushed up the cost. How about the simple point of communicating that to your client BEFORE you proceed with the work. You did, after all state that communication is key.
- Neither yourself nor Wouter ever attended the site to even check what needed to be done or to provide an expert opinion- you simply relied on your guys to do whatever they wanted and then expected to charge whatever you liked. Again, no communication.
- You got caught out by the insurer on the charges levied when the claim was put through and you responded aggressively by attacking a client that had repeatedly given you business over a 16 year period instead of providing the information relating to the change of valves that you have only now for the first time raised.
- Nobody ignored your calls or emails ever and there is a full run of written correspondence between you and I to prove that- specifically kept because of the threats made and aggression displayed. Unfortunately for me I didn't record our phone calls where your tone was completely unprofessional and threatening even when it was explained to you that we were waiting for insurance to payout so we could settle you. I think you would be surprised if I were able to play the phone calls back to you at the anger and aggression you displayed over the phone. I wonder if you'd behave the same way standing face to face with a customer? It's really easy to be brave and rant from behind a handset or a keyboard.
- There was never any attempt not to pay you - I think the fact that neither one of the invoices was older than 30 days proves this and that our insurer was speaking to you directly.
- And finally, a question was asked about using the geyser we had on hand to try and keep the costs down. Never once did you, Wouter or your guys explain that there was a more cost efficient option that we could consider and that the geyser would be a problem.
The only reason I posted this review was because of the aggressive nature of your interactions with us. I see from your response that nothing has changed... you obviously knew then that insurance would question your costs and you wanted your cash before they rejected your invoices so you went at us pesonally, all guns blazing, including threatening legal action for invoices 27 days and 15 days old. The economy is tough for everyone - keep treating your clients this way (we're clearly not the only ones who have had this experience judging by the other comments now on this forum) and it's only going to get tougher for your own business. Start by treating your customers as people and not as commodities. There's nothing more to say - you lost a long standing, loyal customer who referred countless other people to you over the years because you allowed your aggression to lead your communication and instead of conversing, you resorted to threats.
ElectroC's replyOfficial
01 Feb 2017, 17:00I only responded to your post now because I was only made aware of it yesterday. Not sure if you included my email in the original post?
I would really love to know who I am speaking with. And not to run you down as you put it, but simply to present our case to the public as well. You are welcome to respond to me directly...
Clearly you are well aware of the consumer protection act, certainly if you log a service request and expect a quotation that is what you must relay to us? Not, please come and sort out the problem asap.... It is very convenient wouldn't you say? Get your repairs done and then request quotations afterwards? You had a problem, we assisted you immediately. Dealing with payment promptly for services and products rendered is surely not a too ridiculous request?
As for the 16 year relationship, I stand by my previous comment, not once did you give a good review for the excellent service you received during that time. Not once did you mention how happy you were with the manner in which you were treated. But let us demolish a companies reputation, without even letting them know who I am because of ONE incident somehow that is fair in your opinion?
Best regards,
ElectroC's reply01 Feb 2017, 17:00
Official
I only responded to your post now because I was only made aware of it yesterday. Not sure if you included my email in the original post?
I would really love to know who I am speaking with. And not to run you down as you put it, but simply to present our case to the public as well. You are welcome to respond to me directly...
Clearly you are well aware of the consumer protection act, certainly if you log a service request and expect a quotation that is what you must relay to us? Not, please come and sort out the problem asap.... It is very convenient wouldn't you say? Get your repairs done and then request quotations afterwards? You had a problem, we assisted you immediately. Dealing with payment promptly for services and products rendered is surely not a too ridiculous request?
As for the 16 year relationship, I stand by my previous comment, not once did you give a good review for the excellent service you received during that time. Not once did you mention how happy you were with the manner in which you were treated. But let us demolish a companies reputation, without even letting them know who I am because of ONE incident somehow that is fair in your opinion?
Best regards,