Complaints
Customer Complaints Summary
- 3 total complaints in the last 3 years.
- 1 complaint closed in the last 12 months.
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Submit a ComplaintThe 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:06/20/2024
Type: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.
I got an outlet for an electric vehicle charger installed on my house on April 29th, 2024. The cost was $1765.66. Golden Rule installed the charger on the outside of my house and ran the cord directly into my electrical panel in the basement. On the night on June 4th, my wife noticed crackling noises and sparking coming from our outlet. I also noticed that the panel smelled hot as well. We turned off power that night and made it through the night. The same technician that installed the outlet came out the next day and said that he could not find any signs of arching. He told me that if it happens again to take a video and call them. I reminded him that we noticed the noises, burning smell and sparks. He told me that sparking and crackling happen sometime. This is the same technician that told me its safest not to run several things when charging my vehicle because it would trip the breaker. Naturally, I called another electrician to get a second opinion. He immediately found signs of arching, in addition to several other problems. He noted that his biggest problem that there was not permit pulled for the work done. As he left he said "Don't charge your vehicle because it could burn down your house".Since then, I have had another electrician and city inspector look at my issue. They also have found several signs of arching. Each one also pointed out damage to my panel and outlet as result of the arching. Golden Rule has since pulled a permit after I had the inspector come out myself and potentially induce further penalty. I have contacted Golden Rule several times to try and give them updates, but have heard no response. My last contact with them was the day after their initial inspection when they offered their condolences for the trouble but could only offer my around 20% discount ($800 off a $4500 bill) for an upgrade to my panel.I am attaching the email sent to me and Golden Rule from ***********************, the City Inspector.
Business Response
Date: 07/01/2024
Hello, we are in communication with this customer and the city inspector to work out a resolution. Once we have a plan established, I can send in a response to update you as well.
Thank you
*************************
Concern Manager
Golden Rule
Initial Complaint
Date:03/14/2023
Type: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.
I called Golden Rule due to having issues with a smell that would occur each time we used our washing machine. When speaking with the receptionist, I specifically stated I needed a camera down the plumbing line (to the house) and again specifically asked if that is a service they can do. I was told yes, so I scheduled an appointment for 1/24/23. The plumber ran water through each faucet in the house and looked in our sump pump. I explained our only known plumbing issues was a slow drain in the master bath that needs cleaned out and the smell that seems to come up through the sump pump HOWEVER does not appear sump pump related at all as the smell only occurs when we use the washing machine. Again, I stressed concern of an issue in our main plumbing line that could potentially be leaking underground and that is why the smell is coming up the sump pump line. I was then told unfortunately Golden Rule does not have the equipment to put a camera down the line. After the visit, I informed the company of the issue and was told I would get a call. I never received a call. I was charged $72.68 for someone to turn on our faucets. He didn't even clean out the slow draining tub- wanted me to buy a product for that instead. I'm confused as to how this company advertises themselves as a plumbing company.Business Response
Date: 04/04/2023
We will be looking into this and reaching out to you shortly!Business Response
Date: 04/04/2023
We will be looking into this and reaching out to you shortly!Customer Answer
Date: 04/13/2023
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
Sincerely,
*****************************Initial Complaint
Date:12/27/2022
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
Date of service : 11/2/2022 The amount of money that paid :826$ for membership and exhaust fan and 224 for bidet installation, also request from ** through the company hired to repair the damage that caused by them to buy a portion of the repairs( flooring and vanity) Nature of dispute: water danger that cause by a service provided by the company and inconvenience and more danger due delaying the repairs The business didnt refund the service money and in two month period they only send restoration company for water damaged but no repairs done yet.Business Response
Date: 12/28/2022
We ARE taking care of this claim and all will be fixed. It has been turned into our insurance company and we are awaiting their communication for completion. This was explained to ****'s husband and son when we were there last and they understood. We apologize for the delay but I'm sure it has something to do with vacation time around the holidays. We will be in touch with them ASAP!!Customer Answer
Date: 12/28/2022
Complaint: 18630041
I am rejecting this response because: Their insurance communicated with me on 12/22/22 which was two months after the incidence on 11/02/22 before the holidays. Moreover, the Insurace estimate that submitted by Golden rule suggested contractor company states that the repairs that need to be done have part of it to be provided by homeowner to fix or supply( flooring, vanity). All of that damaged because of the service that they provide and we shouldnt pay part on the repair. Also, the company had report from desperation company stated that there is fungal growth. They closed the bathroom until today which cause inconvenience for the family member to spend the holidays with one bathroom for all household members. Although they didnt throw away the trim that have fugal growth. Moreover, it estimate didnt cover the flooring under that bathtub.
Sincerely,
*********************Business Response
Date: 03/07/2023
We havent heard anything since from our insurance company so assume they are doing everything they can. We have been to this home this year, after the complaint incident, so I assume everything is taken care of at this point
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