Email from customer

Merry Christmas
A

andy@advancelectric.com

AE
Occupation
Electrician
Dear Electric,

On Friday, December 5, 2025 my licensed electrician name x opened our Eaton 400a panel (installed by you in Jan 2025) to install a new breaker for a 120v outlet. Within a few minutes of having the panel open and while tapping out a knockout sparks flew from the 200a breaker that serve the main sub panel on our house (also installed by Electric.) He was thankfully uninjured and shut down the main panel and removed all the breakers to inspect. The breaker in question was basically unscathed but the but the bus bars had arced with the metal backing creating a lot of melted plastic and metal. Upon further inspection the vinyl sheething that should have been isolating the bus bars from the metal back of the panel did not extend far enough up to be behind that main 200a breaker. In fact it was strangely duct taped at the bottom as well. At this point, late on a Friday we had no choice but to replace the panel as we were without power. The panel replacement took most of the weekend as the only locally sourcable option was a Square-D 400a panel and we had to then wait to have the county inspect this new panel on Tuesday December 9 before getting SCE to re-electrify. We’re not sure if this is a manufacturing defect from Eaton (that should’ve been discovered upon install - the vinyl sheathing?) or installer neglect, but we expect to be reimbursed for the cost of the new panel, parts, permit and electrician xtime. The total is $4,207.50. We’re grateful this problem was discovered when an electrician such as Paul was onsite and that he could step into action quickly to fix it. It would be prudent to check our remaining panels as well as we’d expect a licensed company such as yours to have high standards of work and safety.

Has anybody encounter something similar... ?I have not gone to see the panel but all the materials we use are brand new and our crafmanship is excellent. I dont understand if someone else could have messed up with the panel or something got missed. I remember being there last one when we got the inspection. Also, we stand behind all our work don't understand why customer did not reach out.... we could have replace panel.

Looking forward to read comments regarding maybe a similar situation..

Thanks
 
This sounds like a lawsuit is coming. Get your ducks in a row.
Are they questioning your performance or the quality of the equipment you provided.
I would contact the manufacturer and get them involved right away.
 
By my reading-
"We found a possible problem with something that you installed, but just fixed ourselves it instead of calling to see if you'd fix it. Now we want to be paid." I surely hope the customer took a lot of pictures and retained the old panel as evidence, without those there doesn't seem much to hang their hat on.

(And that electrician was working in a live panel and probably being a bit more physical than necessary.)
 
First of all never trust the after the fact account of what actually happened without seeing it with your own two eyes. Who knows what the other electrician did and he may have screwed up and is now looking to blame someone else. Call your insurance company this is exactly what you're paying them for.
 
andy@advancelectric.com said:
Dear Electric,

On Friday, December 5, 2025 my licensed electrician name x opened our Eaton 400a panel (installed by you in Jan 2025) to install a new breaker for a 120v outlet. Within a few minutes of having the panel open and while tapping out a knockout sparks flew from the 200a breaker that serve the main sub panel on our house (also installed by Electric.) He was thankfully uninjured and shut down the main panel and removed all the breakers to inspect. The breaker in question was basically unscathed but the but the bus bars had arced with the metal backing creating a lot of melted plastic and metal. Upon further inspection the vinyl sheething that should have been isolating the bus bars from the metal back of the panel did not extend far enough up to be behind that main 200a breaker. In fact it was strangely duct taped at the bottom as well. At this point, late on a Friday we had no choice but to replace the panel as we were without power. The panel replacement took most of the weekend as the only locally sourcable option was a Square-D 400a panel and we had to then wait to have the county inspect this new panel on Tuesday December 9 before getting SCE to re-electrify. We’re not sure if this is a manufacturing defect from Eaton (that should’ve been discovered upon install - the vinyl sheathing?) or installer neglect, but we expect to be reimbursed for the cost of the new panel, parts, permit and electrician xtime. The total is $4,207.50. We’re grateful this problem was discovered when an electrician such as Paul was onsite and that he could step into action quickly to fix it. It would be prudent to check our remaining panels as well as we’d expect a licensed company such as yours to have high standards of work and safety.

Has anybody encounter something similar... ?I have not gone to see the panel but all the materials we use are brand new and our crafmanship is excellent. I dont understand if someone else could have messed up with the panel or something got missed. I remember being there last one when we got the inspection. Also, we stand behind all our work don't understand why customer did not reach out.... we could have replace panel.

Looking forward to read comments regarding maybe a similar situation..

Thanks
Click to expand...
So are you the owner of advancelectric?
And paul is your employee?

Or are you a customer who used this company name as a avatar?

It dont matter to me, im one of those ol school guys who are here for the entertainment factor..
 
Something sounds fishy, why was another electrician called instead of the electrician that installed the service? Either there was trouble with the customer on install, or the contractor hired the original electrician and the customer had their own and wanted to use him for the added circuit.

My guess is the 2nd electrician (if he was one) messed something up.

I would contact my insurance, the mfg of the panel, and an attorney.
 
Don’t roll over. Thats what they expect.

Sad to say this, but deny everything, blame them and their electrician, and demand evidence. Then, and only then, will you be able to possibly figure out what happened.

My money is on “Paul” blasting a KO into the buss and trying to cover his ass.

Sorry for the bitter attitude, but I’ve dealt with shysters who outright lie, distort the truth, twist reality, fail to blame themselves when they caused a problem, and want stuff for free. Push back and be a little aggressive and belligerent at the start.
 
Seven-Delta-FortyOne said:
My money is on “Paul” blasting a KO into the buss and trying to cover his ass.
Click to expand...
I'd tell them that "Paul" had a near miss accident, and you need documentation of his post accident drug testing, and the drug testing of any other worker/s involved.

I had a welder down on a job in SC smash his finger, lose a nail, and maybe a couple of stitches. Came back from the hospital and more or less go right back to work. I had like 24 or maybe 48 hours to get the whole crew drug tested.

My bet is if you look into "Paul" you will find out he isn't legitimate. I'll bet Paul doesn't even have insurance
 
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