The other day we got a text from a customer that wanted exterior lighting attached to a commercial building, seen here. In a text he said; ” LED Wall Packs with photo sensors”. It went right over our head and on our contract it made no reference of “Wall Packs” so, we proceeded to install commercial grade LED floodlights. After we had installed the floodlights, we had another job with the same customer at the same property, to removed old high pressure sodium vapors and then to replaced them with new low pressure sodium vapor lighting, seen here.
Here is how the problems occurred. For one there weren’t any specifications mentioned in the contract that we sent to him nor did the customer send us any specifications on what fixtures he wanted installed. So when the customer looked at our original proposal, he was assuming that the text that he had sent several days earlier was understood and, that we were going to install the wall packs with sensors. However, without specifications during the drafting of our proposal, we had set in motion to begin designing a system that would work in that application. It simply slipped through the cracks within the estimate and was not noticed by either the customer or our company. After seeing the estimate, the customer sent another text that said; “Estimate approved”. So, from there we proceeded with our design which was to install LED floodlights that were controlled by a Timer.
After the installation was complete, I sent a video of the completed project to the customer. After that, we moved forward and started the next project to remove and install new sodium vapor lights. So, when we finished that project, we sent the customer another video showing him the completed project. When we sent an invoice to collect payment, the customer made mention via text telling us that we didn’t do what he had asked. Imagine the consternation and our dismay to this statement. I called him back straightway. The customer went on to say that the lighting was fine however, he had assumed that we were going to install that which he had requested via his text. This is one of the examples as to why contracts and specifications are a must. Remember that contracts become binding once the contract is signed. The customer was understanding and understood that this just fell through the cracks. We will do everything in our power to make sure this doesn’t happen again. We had no intention to deceive or take advantage of this good customer and we were very sorry about this mishap but you must always pay attention to details.
If you need an electrician call us.
We are located in Beaumont, CA and service Inland Empire and Coachella Valley from the Salton Sea to the Orange County line. That includes; Beaumont, Banning, Palm Desert, Riverside, Yucaipa, San Bernardino, Palm Springs, Indio, Upland, Redlands, Rancho Mirage, Colton and Cabazon,