We were extremely disappointed by the unprofessionalism and carelessness we experienced with…read moreStonehouse Electric Company.
We initially paid for a dimmable light switch to be installed in our living room, only to be told after the fact that this was not possible with our existing light fixture. When we requested a refund, the general manager attempted to issue only a partial refund, subtracting "labor costs." Labor costs for what, exactly--work they could not perform? Imagine charging a customer for a service, failing to provide the promised service entirely, and then billing them for the labor costs incurred during the failure.
We also requested and paid for an upgraded exhaust fan/light fixture in one of our bathrooms. Instead, the team installed a significantly lower-quality fixture. That original fixture ultimately had to be reinstalled because, according to Justin, the upgraded unit we wanted would have been "too expensive." This should have been communicated before installing a downgraded product. The general manager, Ben, told my wife that he would only partially refund the service and even accused us of trying to "bleed" the company for money. Asking for a refund for services that were never provided is not "bleeding" anyone--installing a cheap replacement to maximize profit is. Refusing to fully refund the services that were not provided is.
There were additional issues as well. Our old ceiling fans were accidentally taken due to a miscommunication--understandable--but we were told they would be returned the same day. We did not receive them for four days. The team also took a bag of brand-new switches, outlets, and outlet covers that we had purchased ourselves.
The work was incredibly messy. We had to clean up debris every day. Our basement sink nearly flooded because wood chips from drilling were left to clog the drain. We had our floors refinished just one week before the electrical work, yet the team left scratches, marks, and even noticeable holes--presumably from tools being dropped. When my wife brought this to Ben's attention, he repeatedly tried to shift the blame onto us, saying we should have "known better" than to refinish our floors beforehand. That is not only unprofessional--it's dismissive and manipulative. Again, trying to shift the blame and avoid accountability. He also minimized the damage by saying the holes were "too small" to be considered a real issue. That is not his decision to make. The insulation in the attic was also cut to pieces in the process and will need to be replaced.
On top of all this, Ben repeatedly blew off our calls. He often told us he was "busy," "had a lot going on," or would "call us back later"--but never followed through. At one point, he even explained that he was behind because he was also attending school. Many people, myself included, juggle full-time work and school without neglecting their clients for a 5-minute phone call. His overall lack of accountability and unwillingness to take responsibility for his team's mistakes was consistent throughout the entire process.
We were further told that we could not receive a full refund because of "extra work" the team supposedly did. Yet Justin clearly stated that the only extra work performed was related to repairing the damage they caused and tracking down the bag of outlets and switches they took. Offering additional work to 'make up' for mistakes, then subsequently attempting to charge for that remedial work, is deeply unethical.
The job was originally quoted as a 1-2-day project. It ultimately took 4 days because the team repeatedly made mistakes and had to return to correct their own work. On the second day they were here for barely an hour. We should not be expected to absorb additional labor costs due to their own errors or lack of communication on Stonehouse's part.
The most shocking part of this entire experience is the complete lack of accountability and immaturity shown. Even after we raised all of these concerns, the company continued to deflect, blame us, and refused to provide a full refund for services they did not complete.
I hope anyone considering Stonehouse Electric reads this review and is not misled by the positive reviews as we were.
