ComplaintsforQmerit

• Initial Complaint

  09/12/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  For context, this is the promise made by ***** and Qmerit for the ** home installation process: "Qmerit will find and select a local, suitably skilled, qualified, insured, and licensed Installer to complete the installation....Each Installer will secure all necessary permitting, in accordance with local applicable law, on your behalf."I worked with Qmert and U.S. Electric, LLC and agreed to the installation that was performed on 2/29/2024; invoice QE-*****. Per the invoice, Qmerit/Installer received a $250 permit credit and $1000 for the installation credit. The remaining amount I paid was $1,352.00. It has come to my attention that no permit was completed by installer. Communications as follows:- Qmerit via email on 8/22/24 at 1945 to ***************************** requesting permit info. - U.S. Electric, LLC via email on 8/22/24 at 1947 to ********************************** requesting permit info.- Qmerit response from coordinator ****** ********** on 8/23/24 at 1633 requesting I reach out to installer - Qmerit via email on 8/24/24 0933, responded to ****** to let her know that I have emailed the installer. - Qmerit via email on 8/28/24 1739, informed ****** that I have not received a response from the installer, requesting assistance. - Qmerit response from coordinator ****** on 8/28/24 1852, forwarded email to *** with U.S. Electric, LLC ********************************** requesting permit information - Follow-up email to both by me on 9/3/24 1225 requesting permit information; Qmerit coordinator also requests from installer on email chain on 9/3/24 1400 - Left voicemail for *** at U.S. Electric, LLC at ************ on 9/4/24 0750, emailed to notify Qmerit at the same time requesting what resolution will be provided if this work was not permitted and if the inspection finds that the work is not up to code. As of today, 9/12/24, I have received no call or email from the installer. No additional response from Qmerit coordinator, ******.

  

  Business response

  10/03/2024

  Hi, ******! Thank you reaching out and allowing us the opportunity to assist you with your home EV charger installation. 
  
  We appreciate your communications and understanding as we further investigated the situation regarding your permit and determined that there was an issue with the original permit filing submitted. Our records indicate that both Qmerit customer service and the EV charger installer have been in contact regarding the steps taken to resolve this issue, namely correcting the paperwork at our expense and resubmitting it in addition to scheduling an inspection once the final permit is received. 
  
  We sincerely apologize for the delay in this matter and appreciate your patience as we work with the installer to secure your final permit. While the initial permit application was completed by installer and appropriately submitted, the final permit was not approved until this issue was brought to our and the installer's attention and the permit application was refiled. We had hoped to receive it and share the permit by the end of last week, but are still waiting on the township at this time and will send a copy of the permit to you as soon as it is received. 
  
  We strive to provide the highest quality of service and support and appreciate your patience and understanding in this situation as we take ownership of the permit application error and work to correct this issue at our expense.
  
  At this time, all actions to correct this issue have been taken and your permit will be shared as soon as it is available. Thank you again, and we hope you have a wonderful day!

  Customer response

  10/03/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me as long once the permit and inspection are finalized.

  
  Regards,
  
  ****** *****

• Initial Complaint

  06/12/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Contracted with QMerit on April 26, 2024 to provide services regarding producing site plans for installing EV Charging stations and then configuring the Tesla charging stations. I paid QMerit the total amount due, $4,350 on April. Still have not received drawings. My QMerit representative, I have attempted numerous time to contact my sales representative at QMerit, ***********************. I have not received a return email or phone call from anyone at QMerit. Frustrating, almost two months. I NEED The drawings! We have our parking lot torn up ready to install the stations and its damaging my business. I need help!

  

  Business response

  06/23/2024

  Hi, ****! Thank you for taking the time to share this feedback with us and allowing us to improve your experience. 
  
  Our records indicate that we received your request for our services for engineering plans for your commercial parking lot on May 5th. While we do not typically offer only select aspects of our EV charger installation services, such as designing and providing engineering plans to be performed by a third-party, we are always happy to provide our electrification services to ensure your installations are safely and correctly completed. We sincerely apologize that there was a delay in communications with you as a result, as our internal teams were facing a new process to provide this custom service and ensure it could still meet our rigorous standards for excellence. 
  
  Our engineers were awaiting critical project details and were unable to proceed as a result of this delay, for which we sincerely apologize. We understand that your third-party had proceeded with construction at your property parking lot for trenching and apologize if there was any miscommunication on our end that led to this third-party work beginning prior to the engineering plans being finalized. As our installations are typically performed all with the same contractor, these types of delays are generally avoided, and we recognize that working with multiple contractors and companies can be stressful and lead to these types of situations. 

  At this time, you should have already received the engineered plans for your parking lot, and we thank you for your punctuality in providing all additional information needed to create this project for you. We hope that your installation is a success and appreciate your willingness to work with us in moving forward with a positive resolution for your company!
  
  As we move forward with this new process that is a departure from our standard turnkey services, we thank you for your patience and understanding as we finalize all the details to ensure our company continues to provide a seamless experience. Thank you again for reaching out and allowing us to earn back your trust in our company and electrification services. If there is anything else you are still needing at this time or if there is any additional support we can provide, please contact our Customer Success Team at ******************************************* Have a great day! 

   

• Initial Complaint

  03/01/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My experience with Clinton Electric has been **** with sloppiness. I first contacted them in early January because the electric supply line leaks water into my basement when it rains because the insulation has worn out and the cable needs to be replaced due to this obvious safety hazard. An electrician came out and told me that they would do it all, including pull permits and coordinate with the electric company to hook up the new cable - in one day. The total quote was very expensive - over $5000 - but to fix a safety issue I am okay with fast and expensive. I went with Clinton Electric because they told me they would resolve the issue in a single day. Well, when it came time to open my wallet, I was told that despite what I had been lead to believe, the permit and electric company hookup were actually not included in the time estimate. So two months later, I am still getting water in my basement through a live wire, and I am now ducking under a live wire every time I use my back door. I also had to call the electrician back to seal holes he left in my siding. In addition, he took the liberty of installing a disconnect box on the outside of my house, which I didn't agree to, didn't want, and wasn't informed about until after it had been installed even though I was home and made clear I was available if needed. I learned from the inspector that it wasn't necessary. I have no idea if the other work they sold me was necessary, but I got a different quote for $900 for the supply line. If I had been told the true timeline of the work up front, I would have had the opportunity to talk to other businesses.I have now spent a considerable amount of time trying to work with the business, who keeps confusing me with other customers, giving me incorrect information, and neglecting to call me back. They are still charging me a monthly fee that I was told would be removed. I am not satisfied with the service or the work, and I am seeking a full refund from Clinton Electric.

  

  Business response

  03/20/2024

  Thank you for taking the time to share your experience with us for your electric supply line repair with Clinton Electric. We apologize for any frustrations you may have experienced and want to take this opportunity to further clarify every step that was taken to ensure your home was safely repaired and that all wiring was to-code.
  
  On the original service call, our technician found the following issues:
  - a bad phase connection on the utility connection;
  - a degraded/split service cable that had water going through it into the basement;
  - a very old service with meter inside the basement;
  - multiple issues inside your electrical panel and with grounding;
  - and nonelectrical gutter issues causing water to go into the basement.
  
  ************** would not have passed an inspection for the line side service entrance cable without bringing the service up to code, as the ********************************************** your home, the line side service entrance cable went into the basement and hit the meter first on a wall perpendicular to the exterior wall. The load side cable then continued along that wall toward the center of the house.
  
  Moving the meter to the outside which ************* & Electric (BGE) requires unless otherwise impossible to do, would lead to more than 3 of lateral unfused cable going into the house, which would not pass inspection. This was explained prior to the job being approved, but we apologize if you felt you needed greater explanation and would be happy to revisit this with you for a more in-depth explanation.
  
  The technician also informed you that it would take us a day, then there would be a city inspection, and then a BGE work date, but we again apologize if you feel this was unclearly stated. After paying the deposit, we scheduled your service and completed the work in one day. We had an inspection which passed, and we scheduled a BGE date.
  
  We understand that the inspector mentioned you did not need a disconnect, however, this is mandatory per the latest *** code, as previously mentioned. Additionally, we apologize for the delays in having your BGE service expedited, as we spoke with them for several days to see what we could do to move your service forward. Our team spoke with you to explain what steps we were taking and discussed your monthly Safety & Savings Plan of $12.95, which helped save over $700 on your service. 
  
  As this time, you decided to cancel this plan, and as a gesture of goodwill we canceled the plan while still allowing you to keep your savings. Unfortunately, it seems as though the auto-payment for this plan was not cancelled, leading to a secondary charge of $12.95 for which we sincerely apologize. 
  
  While we are unable to offer a refund on the service itself, as it was at a competitive rate for our market, performed to code, and delivered within the agreed upon timeline for services by Clinton Electric, we have at this time fully refunded you $25.90 for both payments toward the Safety & Savings Plan, while still providing you with the benefits and discounts that plan would offer. 
  
  With this refund of $25.90 for your Safety & Savings Plan and a clear accounting that all steps taken were to code, fairly priced, and delivered in a timely manner, we hope that this is a satisfactory resolution for you. Please don't hesitate to contact us with any additional questions or concerns, as we are happy to help. Thank you again for allowing us the opportunity to provide a positive resolution and we hope you have a wonderful day! 

  Customer response

  03/20/2024

  Complaint: 21369760
  
  I am rejecting this response because: it is not factually correct. As I explained in my original complaint, none of the things I complained about were explained to me before the work was performed. The message from the business does not address my complaints and appears to be based on fabricated information. Every time I have called the business, I've had to re-explain the problem. At this point it's clear that they have no idea what happened. This is both bad business and bad customer service, from top to bottom.
  
  Regards,
  
  ***********************

  

  Business response

  04/10/2024

  We are certainly disappointed to hear that you are dissatisfied with the work, as you expressed and signed that you were happy with the work and paid in full the at the end of the day when it was completed as shown in the previously attached invoice. We explain the inspection and utility process to all customers at the time of service, as indicated with your signed documentation of work completed and satisfaction with the service you received. 
  
  At this time, we have provided a refund of both your initial Safety & Savings Plan fee of $12.95, which helped save over $700 on your service, as well as the following month's cost of $12.95 after you express no longer wanting to have the plan. As a gesture of goodwill, we canceled the plan while still allowing you to keep your savings. Unfortunately, it seems as though the auto-payment for this plan was not cancelled, leading to a secondary charge of $12.95 for which we sincerely apologized and refunded the full amount of $25.90, while still providing you with the benefits and discounts that plan would offer. 
  
  On 1/10/24, we replaced your 100-amp service and 100-amp electric panel, as well as replacing the load and line side cable. This work was permitted, and all grounding was updated to the current electrical code, as required by law. Additionally, as the meter was located inside, it was also relocated outside on the same wall which was a 0 ft difference as it was on the same wall. Your initial inspection on 1/29/24 was scheduled and passed, and we scheduled the *** inspection for the earliest available date of 4/11/24. 
  
  As your signed invoice agrees to the work that was provided and delivered and expresses satisfaction with the work, we are unable to offer a full refund at this time beyond the $25.90 refund for the Safety & Savings Plan that has already been provided. 

  Customer response

  04/10/2024

  Complaint: 21369760
  
  I am rejecting this response because: it should be clear that the true scope of the issues emerged after the receipt. The attached photo shows the quality of work you are standing behind. Please note that the live wire blocks the door and is positioned so that it leaks worse than it did before I received service. This has been ongoing for months. It was not explained to me ahead of time that this would be ongoing for months. I had hoped to work with the business on this. A refund of $25 is insulting.
  
  Regards,
  
  ***********************

• Initial Complaint

  02/22/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a lyriq and was told gm is offering $1500 for installation and I thought is was going to be smooth transaction. I had called three independent electric companies I had did research on because I wanted to protect my house and others and my brand new truck so just like qmerit. I made sure they were licensed and bonded and it they would pull a premit to do the work and I also read reviews on them. I was quoted $600-$900 from my independent electricians who all came to my house. This was part of the reason I decided to purchase my truck. Once I got my truck qmerit was notified and I got a quote around $1900 from an electrician that didn't even come to inspect or answer any of my questions. 2nd quote comes from a guy who wasn't and even a license ************************* who told me he wasn't license could not answer my question about if my breaker box could hold the load of the ev. His quote was around $1700. I contracted qmerit to see about a ************** and the rep basically ignore my request for a ************** by telling me the second company lowered their price and all I would have to pay is $94 out of pocket. I shouldn't be paying anything out of pocket. The rep isn't listen to me and is basically trying to make me choose the second one. Why are the prices of qmerit so inflated? Even on online it says $600-$1000 to install a line.

  

  Business response

  03/01/2024

  We absolutely understand your desire to want to protect your home and new electric vehicle and hope that our previous conversations helped provide further clarification on why we've earned the business and trust of premier auto brands such as GM and the thousands of homeowners and businesses across North America who've utilized our services over the years. 
  
  After comparing the quotes from our certified installers with those from your local electricians, it was evident that they are not directly comparable to our comprehensive services.
  
  The first local quote was for $713, covering only the labor for the installation, with a note that materials would be provided by the customer.This quote did not detail the materials needed nor mention any permit requirements, all of which are included in the quotes through Qmerit. The second quote, at $1098, lacked any specifications on wiring size,outlet type, and also did not include permit costs.
  
  When it comes to electrification and EV charger installation, using the right materials and techniques can mean the difference between a safe EV charging experience for years to come and melted components that put your home and life at risk. We strive to provide the highest level of services in safety, quality, and professionalism and understand how important it is to find a reliable contractor to install your EV charger. 
  
  All Qmerit-certified installers are licensed and background-checked electricians with the additional training, certifications, and insurances needed to ensure they are able to safely and properly perform EV charger installations. Additionally, our quotes account for all necessary materials and permits, ensuring a safe and compliant installation that isn't just code compliant, but is safety compliant as well. Our prices are an accurate reflection of prices for the higher quality materials we use and after reviewing your quote, we can assure it is a fair assessment for the level and scope of work needed for your at-home EV charger installation. 
  
  As there is a clear difference between the quotes received from Qmerit-certified installers and the non-Qmerit certified installers you provided, we are unable to adjust our prices and believe the current quote and out-of-pocket expense is both reasonable and fair. You can find more about the difference a qualified EV charger installer makes here: ************************************************
  
  If you have any additional questions, we would be happy to further assist you at ******************************************* Thank you and we hope you have a wonderful day! 
  
  

• Initial Complaint

  02/07/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Purchase a new car who recommended QMerit as their electric vehicle preferred installer of their charging unit. Hired QMerit and payed QMerit via credit card for permitting, installation and inspection of their work by the local borough. The installation occurred and the contractor for QMerit partially filled out the permit which alerted the borough who called me for the inspection of the installation and completion of the permit. I chased the contractor down since QMerit was useless. The contractor never payed for the permit which I was billed $200 on my credit card. I then have to pay for the permit and now handle the inspection.

  

  Business response

  02/20/2024

  Hi, ****! Thank you for taking the time to share your recent EV charger installation experience with us. 
  
  After looking into your EV charger installation and discussing the installation with your original electrical contractor, we were able to determine that this issue arose as a result of the permit application not being filled out correctly or in full with the electrical contractor's contact information. As a result, your EV charger permit was not fully processed through the electrical company, and we sincerely apologize for any inconvenience or frustrations this may have caused you. 
  
  We have spoken with the original electrical contractor regarding this situation and why it occurred and have clarified the application process to mitigate any future issues with permitting and ensure this does not occur again. 
  
  As your EV charger was fully and properly installed and is fully functional, we are unable to refund you for the full cost of the installation, however we have spoken with your original electrical contractor, and they will be waiving the original permit fee you were charged and reimbursing you for any out-of-pocket expenses you occurred as a result of this. 
  
  We are committed to ensuring your satisfaction and hope that our communication and efforts to provide a positive resolution have been satisfactory to you and that the inspection went smoothly with a secondary electrical contractor on standby and able to be present and assist during the inspection, should the need arise.
  
  Should any additional questions or needs arise, please contact us directly at ****************************************** for further assistance, as we are always happy to help. 

  Customer response

  02/27/2024

  Complaint: 21256460
  
  I am rejecting this response because: the charger still is not inspected nor was the permit paid for by QMerits electrical contractor. I was charged $200 for the permit by QMerit that has not been executed.  Therefore, until QMerits contractor has the unit inspected by the local building department it is not operationally.
  
  Regards,
  
  *******************

  

  Business response

  04/10/2024

  Our sincerest apologies for any frustrations caused by the delay of having your installation performed by the local inspector as we are unable to guarantee any scheduling or availability for third-parties and there was a miscommuncation between the inspector and our team. We have waived the $200 permitting fee from your invoice and reimbursed out of pocket expenses paid to the city, to the best of our understanding. If this is not the case, please do not hesitate to contact our Customer Success Team as ****************************************** so we can be of further assistance. Thank you again for contacting Qmerit and allowing us to rectify this situation and we hope you have a wonderful day! 

• Initial Complaint

  12/20/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I bought a Cadillac Lyriq about 8 months again and as an incentive G.M.gave you $1500 towards getting an EV charger installed in your home.******* has sent several quotes all ranging from $3000 to $6500 to installing an EV charger that already cost me $750. Qmerit or GM is price fixing!!! I have since installed it with my own electrician and paid a lot less. this is nothing more then a money grab and a way to exploded electric vehicles incentives that GM and or Qmerit are receiving it really is a shame.trying to go green has been ***********************

  

  Business response

  12/28/2023

  Our records indicate that this individual was first added to our system on August 7th and initially connected with one of Qmerit's Certified Installers, who determined a panel upgrade was needed to support the installation of a Level 2 EV charger installation in the customer's home. This determination was made after a thorough load calculation was performed and is a vital component of our installation process to ensure the safety and reliability of all service installations provided through Qmerit's network.
  
  The customer did not agree that a panel upgrade was required and elected not to proceed with the initial installer, at which time Qmerit ****** a second installer onto the project. The second installer also determined a panel upgrade was necessary after performing a load calculation and provided a quote and proposal, which was declined by the customer. 
  
  After the customer declined the second quote from the second installer, Qmerit involved a third installer for the installation project. They too recommended a panel upgrade and submitted their quote, which was once again turned down by the customer. 
  
  In an effort to find a more suitable solution, the customer discussed the possibility of changing the installation location to his summer house, with the assumption that it would not require a panel upgrade and be more cost-effective. 
  
  We adjusted our approach to accommodate this change. Despite the challenges in creating a new request, we manually updated the address in our system. The summer house was within the coverage area of the first contractor, who then provided a quote for the summer house installation, totaling $1,884 for the installation and $495 for permits. This was primarily due to the extended wiring run and the panel's location in a finished basement. 
  
  Given the customers continued concerns with the price, they requested a second opinion. This led us to assign a fourth electrical contractor, who also submitted a quote for the same scope of work on 12/19.
  
  While we recognize that projects can vary in complexity and cost, the prices, scope of work, and quotes provided from each installer were consistent with the type of work involved in the installation between two different locations, each having different electrical needs and requiring a different level of complexity, hence the differences in price between installation in two locations. Our prices are consistent with the level of work provided, the experience of our installers, and the high-quality equipment used to ensure the long-term safety and efficiency of every installation. 
  
  If you have any additional questions, please contact us at ****************************************** as we would be more than happy to further discuss any of your quotes with you. Thank you and we hope you have a great day! 

  Customer response

  12/29/2023

  Complaint: 21031657
  
  I am rejecting this response because:
  
  Regards,
  This a total lie !!!  They never did a load test at my house plus at my summer home the panel was 20 feet away. I had my electrician do it for less the $1000.  I will have my electrician do load test again at my home and submit that with my receipts for both houses. Also I will file a complaint with GM. This a total money grab. 
  *********************

  

  Business response

  01/17/2024

  Hi, ****! We understand your concerns, but after revisiting your installation with our installers, each has confirmed that they would be unable to complete the request without a panel upgrade. Load calculations were performed onsite by three separate contractors, including a master electrician, and were based on the 20+ years of electrical knowledge and experience in designing and installing electrical distributions and systems, coupled with the knowledge and additional training on EV charger requirements.

  We would be more than happy to review any additional documentation from your electrician regarding the tests and evaluations they performed, as well as the materials used that enabled them to perform an installation for such a discounted rate. Please email us at ****************************************** with any additional information so we can compare and evaluate the quotes regarding the difference in cost.

  As no money has been exchanged and you selected a third-party installer for your at-home EV charger installation at your summer home, we are unable to offer a refund but would be happy to further discuss the option of installing an EV charger at your primary home using Qmerit's services should you decide to proceed. We would be more than happy to review the requirements of your home, including a panel upgrade, to support an EV charger installation at ******************************************. 

  Customer response

  01/18/2024

  Complaint: 21031657
  
  I am rejecting this response because:
   because why cant I get refund what I paid for my EV charger. Heres the proof that they over charge customers way over the $1500 so they make money and customers get taken advantage of. I am in touch with other customers with similar situation of being overcharged. We are taking this to GM and or the attorney generals offices 
  Regards,
  
  *********************

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