Hiring Vanceletric was a challenging and sometimes frustrating experience that I would not recommend. They are perfectly capable of installing a generator safely, but my experience bore all the hallmarks of what most consumers don't seek out when working with a contractor - poor communication, high information asymmetry, and the feeling that they genuinely don't care about anything other than cashing your check.
Vance is clearly busy and has a backlog of generators to install. I was fine waiting my turn, but at every step of the way, interacting with them was like pulling teeth. After Blake visited to provide an estimate, we didn't hear anything for several weeks. After two weeks I emailed to ask if a quote was coming, and it did a week later. The price was fine - the second lowest of four quotes - but it was retail. Vancelectric charged above MSRP on the Generac unit, but it's 2022 - I'm sure most companies do.
Vance then had me fill out paperwork to get a split gas meter installed through Washington Gas. It seems like my paperwork got lost at the utility somehow. This wasn't Vance's fault, but they did nothing to explain the process, assist in figuring out the delay, or really show any concern. I was left to figure it out on my own (a process that took several months). If I had stopped communicating with Washington Gas, I'm pretty sure that I never would have heard from Vance again. Maybe that would have been preferable.
Installation was where working with Vance was the most unpleasant. The process took three days, and from the moment they arrived, the three tradesmen made sure to let me know that they were not happy to be there, weren't interested in interacting with me (or hearing my preferences), and just overall couldn't care less. I went out of my way to be polite to them, but it seemed to make little difference. I was surprised at the location they selected to install the generator, and when I asked about an alternative spot (which I had also emailed about several months beforehand), the response was they weren't sure about it and "you don't want it there." So that was it. They proceeded to work in whatever way suited them best. They blamed county rules for the generator location, but then when I asked about other possibilities, they weren't willing to even consider them. When I asked if we could check with the county, the response was that the location Vance selected would work.
I had been quoted for running a gas line through the basement ceiling, but they dismissed that. It would be faster to run it along the outside of the house, so that's where it is. I had discussed with the salesman putting the transfer switch in the basement, but it's on the exterior of the house. I can't remember if they bothered explaining that one to me, but I'm sure it's because it was more convenient for them. They had to shut off the power to perform work, which was fine, but I got maybe a 2 minute warning on that.
After installation, they said that inspection would follow. There was then no communication at all for 2 weeks while they left a 2-foot trench in my yard. They then showed up at 8 am, bothering to call only at 7:57 am. They blamed the county inspectors, but the delay certainly doesn't explain why Vance didn't feel the need to contact me even once in the interim.
Blake gave me a quick orientation on the unit and filled in the trench that had been sitting there for over two weeks. They were supposed to give me keys for the generator, but didn't. It was half locked and half unlocked. They gave me some Generac materials, but didn't bother to walk through them - I had to pull them out and ask questions. It turns out that they contained an emergency switch to transfer power.
I asked why the grounding wire was loose in the dirt, and Blake explained that the inspector needed to see it, but then he would bury it; he didn't. He left the transfer switch open to the elements, which I assume is dangerous, so I put the cover back on. They said they would walk me through setting up the mobile app for the generator, but didn't. Blake left quickly to make another sales appointment. I don't know much about wiring, but it look to the laymen like it was done by somebody who just wanted to move quickly - the wires aren't organized, there's brick dust from drilling on the top of the wires, and things are stuck wherever they could fit.
The process took 8 months, and it was a source of stress the entire time. With every interaction, the feeling was one of indifference - they have plenty of work and if they can easily finish your job, they will. But if they need to take extra time, or something unexpected pops up, your mileage may vary. read more
