EMC Electric, Inc.

"Thank you for taking the time to share your feedback. We?re sorry to hear that your experience left you feeling disappointed, and we?d like to provide some additional context regarding your visit. We did experience a scheduling issue with our automated booking system that resulted in an overbooking. Once we became aware of the issue, a member of our team personally contacted you to reschedule your appointment to an available time, and our technician arrived at the newly agreed-upon appointment time. We apologize for the inconvenience caused by the original scheduling issue. We also want to clarify that our technicians provide a complimentary in-home electrical safety inspection as part of our service. The purpose is to make homeowners aware of potential electrical or safety concerns they observe while in the home. There is no charge for this inspection and no obligation to have any additional work performed. The discussion regarding the smoke detectors was part of that complimentary inspection and was not intended to make you feel pressured into purchasing additional services. Regarding the $99 dispatch fee, this fee is disclosed during our automated booking process and applies when no work is performed during the visit. Customers are asked to acknowledge the fee before proceeding with the appointment. We maintain documentation of that acknowledgement as part of our scheduling process. Unfortunately, our estimating system also experienced an outage while our technician was at your home, which prevented him from presenting and reviewing the estimate with you in the manner we normally would. We later received confirmation from our software provider that there had been a system outage. We understand how receiving an estimate without the normal explanation and review could contribute to a frustrating experience. We never want a customer to feel misled or believe that a service call is simply a means of collecting a dispatch fee. That is not how we operate, and we take that concern seriously. We appreciate the opportunity to clarify what occurred and will continue working to ensure that scheduling, pricing, and recommendations are communicated as clearly as possible."