Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

• Initial Complaint

  Date:11/30/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Two transactions on 11/6/23 and 11/15/23. Electrical contractor came twice to our home. Our landscape lights were not working in half of our front yard and two landscape lights in the backyard were not working, but have been hooked to a different transformer and timer. Daniel, the technician was very pleasant. He fixed the front landscape lights and the back two on 11/6. The back two lights worked on 11/6 from 7pm to 11pm, but did not light the next day or anytime that week. My husband called and Daniel returned on 11/15. Again, the lights only worked one evening. Before Daniel left our home, he suggested that "we" buy a new timer and plug it in. If we were an electrical contractor that is exactly what we would do, but we called Cooper to solve our problem. We have since looked up a receipt and the original timer was put on in 2008. Mr. H*****, Cooper president spoke to my husband, and doesn't seem to want to fix our back landscape lights, which was part of the reason they were called. We even gave him a name of the timer that was recommended to us by a friend who is an electrician at ****** **********. We now need to call another contractor to fix the problem. Very disappointed with this company who was recommended by a commercial electrical contractor who goes to our church. We would like the job completed or a refund for the second visit of $168. We never mind paying for a job well done, and Daniel did complete the front yard work. We have both receipts if you need them.

  

  Business Response

  Date: 01/03/2024

   

  Ref: BBB Complaint #******** 
  **** * ****** ****** 
  **** ************ *** 
  *********** ** ***** 
  

  Dear *** **** *****, 
  

  Please be advised that Cooper Electric is in receipt of the above referenced complaint from **** * ****** ******. I would like to personally apologize to **** * ****** ****** for anything that Cooper Electric has done to prompt this complaint to the Cincinnati Better Business Bureau. 
  

  However, I do not want to suggest that the ******** are ethically challenged, but there are several facts that are extremely important to our transaction that the ******** have conveniently left out of their complaint. These facts will clarify why Cooper Electric has taken the position we have taken. 
  

  After we arrived on the job on November 6, 2023, and started to evaluate the installation we determined that the outdoor landscape lighting was in an extremely deteriorated condition. We were informed that the outdoor landscape lighting was 15 years old. We made numerous repairs which are listed in detail on Cooper Electric Job Work Order #****** a copy of which is attached. 
  Most importantly on the Cooper Electric *** #****** due to the condition of the landscape lighting system we wrote the following statement: "No warranty expressed or implied on repaired junctions or further issues with landscape lights." The Job Work Order is signed by ****** ** ****** under the statement (I hereby acknowledge the satisfactory completion of the above described work.)

  There was a clear agreement that there was no warranty of any kind on the work we performed. 
  

  Now the ******** want us to return and, at no cost to them, supply and install a timer because the lights are not working again. We are declining to comply with their request because of our previous agreement that there was "no warranty expressed or implied on repaired junctions or further issues with landscape lights. We informed the ******** that in our professional opinion spending additional money on maintaining their landscape lighting due to the age and condition would not be prudent, and suggested that they consult with companies that specialize in landscape lighting and replace the existing deteriorate 15 year old system. 
  

  Respectfully Submitted, Cooper Electric 
  
  Gregory T. H***** 
  President Cooper Electric 
   
  

  
  

  Customer Answer

  Date: 01/03/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, reasons for rejection are included below.
  
  Regards,
  
  **** *** ****** ******
  

  Customer Answer

  Date: 01/05/2024

  
  Mr. H*****, responded to first complaint. We were never told our landscape lights were in a deteriorated state! We were only requesting a refund for the second service call, as the technician fixed the problem with the front landscape lighting. Back a week later, but the two back landscape lights worked only one day each week and then failed. Technician showed me a picture on ****** and told me to buy and plug in myself. Request $168 refund.
  
  

• Initial Complaint

  Date:10/28/2022

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On 10/27/22, a Cooper Electric technician was dispatched to my home at **** ******* ******, *********** ** ***** to verify the electrical activity status of one strand of knob and tube wire located in the attic which had been identified by a home inspection on behalf of the individual who is buying the property. I told several Cooper employees prior to the technician's dispatch, including the technician, that was all we needed done to satisfy the buyer's request. We should've paid for the normal trip fee plus one hour of labor. Instead, the technician proceeded to inspect the entire attic and to map out all of the remaining knob and tube wire therein. Without calling me for authorization to do so. Unfortunately, I was not able to be present during this activity and my wife was there instead. The technician then, without my authorization, proceeded to inspect and map out any active knob and tube wiring in the basement explaining to my wife that it would benefit the new owner. Instead of an activity that should've taken less than an hour, my wife waited in an empty house for almost 3.5 hours and then received a bill in excess of $400. Again, for work we neither requested nor authorized. In short, Cooper Electric engaged in fraudulent activity and I firmly believe that they took advantage of the fact that my wife was there and not I. All this is a shame because we are returning Cooper customers and have been please with their previous service. When I called into the Cooper office after the work was complete and I learned what had happened, the person who set the appointment (who possesses no discernable customer service skills whatsoever), only would say that they'd look into it, which I know they won't. As a returning customer, I would expect to be refunded for the work that we didn't authorize. I'm not interested in apologies. I hope Cooper Electric will view this complaint as an opportunity to improve its customer service skills and overall level of service.

  

  Business Response

  Date: 11/03/2022

  We'll accept the minimum trip charge and 1 hour of labor. We'll send a check for the difference. As debatable as the scope of work is and debatable details given by the husband, on the mission to find the "active" knob and tube. We spent considerable time in the attic of this home finding the active knob and tube which he said did not exist. Where should we send the difference?

  Customer Answer

  Date: 11/09/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business' representative in reference to complaint ID ******** and am accepting the response only to be rid of this vendor. They can keep the money. I consider it a self-imposed financial penalty for engaging Cooper Electric to complete the correct task. 
  
  Regards,
  
  **** *********