HR Phoenix Electrical & Plumbing — Local services in Richland Hills

Response with video and screenshots for owner posted below as update.

(UPDATE)That is inaccurate. Please watch the Vivint video and read the attached messages. We requested for you to add an outlet in the garage where there wasn't one. Chris asked if we wanted it to be a dual and I said yes if possible. Why were the amps tested before it was installed if the outlet installed was sufficient? We are not electricians and if the outlet you were installing could not support the machinery we requested due to the circuits, the job should not have been completed incorrectly. Our needs were clearly communicated. I have posted the proof and the detailed instructions we sent to the tech. The lack of accountability is the issue. A simple apology and resolution to an unsustainable outlet would've been appropriate to rectify this situation. We had no problem paying more to have this done correctly if you, as a professional would have suggested the appropriate approach from the beginning. Not to mention we did not make a big deal about the original indoor light fixture turning on with a different switch along with the outdoor flood lights.(UPDATE)

This is the worse experience I've had with a service to my home. My wife went to Thumbtack and found this company. They responded promptly and seemed reasonably priced. We needed an outlet for a treadmill and a stair stepper installed in our garage and a light fixture added to the ceiling. My wife wrote detailed instructions and facetimed with Chris to verify the services he was about to perform. Chris was kind and explained that he was able to do the installation. We are not electricians nor do we possess any knowledge of electricity. Hence why we called an electrician to give us their professional opinion and service. We were told that the machines were tested and that the amps would be sustainable to piggyback an outdoor outlet on the opposite side of the wall. No alternative installation options were presented. Chris said if it ever was to trip the breaker it would be marked for the outside outlet. We were never advised that this would risk tripping the breaker regularly when used or we would have preferred to have the outlet wired and installed in a way it would be functional. After less than 10 minutes of use, the outlet tripped the breaker. I called and spoke with Erin about the issue. She told me that the technician voiced this concern and the master electrician did too.... no ma'am. What sense does that make?? This concern was not voiced to us. If that was the concern of the technician or the master electrician, that should have been expressed with an alternative solution. Paul came to our home today 4/17/24 to assess the issue and give a solution. The only solution given was for the outlet to be installed the "correct" way for an additional $1400 on top of the $700 we have already paid. If initially we were told the correct way for them to do their job, we would have wanted it done so we weren't wasting time and money. Lesson learned. Best of luck with your services, maybe you'll have better luck...

First, the electrician, Roy, who came to our home was great. This review has nothing to do with his service. We live in the Uptown area of downtown Dallas. We lost power to roughly half of our switches and outlets. There was a power surge or outage over night around 3:30am. I checked all breakers and GFCI outlets. Those two items did not seem to be the problem. I found an electrical service online on Google maps that is .7 miles from our home. Called their number and somehow was connected unknowingly to HRPE&P, which is located in North Richland, which is 29 miles away. The way I was connected the customer rep on the phone was unusual (asked me to enter zip code), so when the rep answered the call I asked if I was connected to an electrical service. He said yes. I explained the situation and they said they would send a technician out. The person I spoke to on the phone did not mention any fee or how far away the electrical company was. So, at this point it still appears they are a local electrician and there is no fee. When Roy gets here, I take him straight to the breaker box and after maybe 10-15 minutes he determines the problem is outside the home and we would need to call Oncor to fix the issue. Oncor confirmed there was a transformer out and they were working on it. The charge for HRPE&P to come out was $300! I assume because they had to come from Richland Hills to downtown Dallas, but I’m not sure? If they would have mentioned they had to come from Richlands Hills, I would have said, No thank you. I’m not looking for service providers 30 miles away. If anyone would have said up front that the fee would be $300 just to take a look I would have passed. If they would have said upfront that the fee to come out was $100, I probably would have said yes. If Roy was here for some amount of time going through various trouble shooting issues for a difficult to locate problem I would probably understand the fee. I don’t know what their relationship is with the company I initially called but that commection/handoff/whatever it was, probably didn’t help the process. Why would ever call them again? I paid $300 and I don’t even know if they are quality electricians. With a few more questions at the very beginning of the process it MIGHT have been resolved without them coming out. Example: A customer loses power overnight. The next morning half of their power is out at switches and outlets on all floors…maybe a number to call to see if a power outage is reported around the address location. If not, maybe then proceed to step 2 and send someone out. Maybe be upfront with cost and location? Perhaps there are few issues that fall under this scenario, but when they do, maybe adapt and put customer...

I cannot, in good conscience, recommend this company to anyone. I had them come out and replace my panel box, which I understand is a very complicated procedure (and I'm a first time home-owner so everything is new to me) so I had them come out and quote me. I agreed to the quote and scheduled a service. The day came and they began work on the panel promptly. They work all day and 14 hours go by. They discover that there is something wrong with the wiring and suddenly 30% of the lights in my house aren't working (when they were absolutely working before). Eventually, the boss (Paul) came out to take a look at what was going on. First of all, he tried to say that we were lying to him about it being their fault that so many outlets were not working. This was quickly put down as the employees explained that they had used a few outlets earlier in the day to power their tools. Then, he blamed his employees (who, remember, had been trying to figure this out for 14 hours without his help) for not being able to do their jobs. After about 45 minutes, together they pinpointed the problem and I was told I would have to pay an extra $400 for them to fix what they had broken. My option was either pay the $400, or have 30% of my outlets not work. Not really an option there. So I agree, another hour goes by, and they have the outlets fixed, but now the outside lights (the security lights out front) are no longer working. They then try to pass this off as an HOA issue instead of fixing the problem (again, these lights were working before they came over) and try to pack up without fixing them. When I don't let that work, they eventually figure out where they had messed up and now I finally have all of my lights working. Cool. They pack up and leave, I pay the extra money, and then I go upstairs to check their work (which I now know is something I need to do before they leave). And I find that the box isn't labeled. Not a single thing had been labeled despite that being explicitly called out in the paperwork. So I had to call and have them come over again to label the box properly. Absolute nightmare and really bad look to break something and then make your customer pay for it. I do understand that things happen, but forcing your customer into a position like that is a bad way to do business no matter which way you slice it. Look elsewhere if you need electric work done! Don't make the same...