I was not happy when the installer came and would not remove a fuse as he said that my energy supplier needed to come. I called my energy supplier who said they only have appointment in one month time but any electrician can do that. I called my electricien who came and simply removed and put back the fuse. I called Chargmaster to let them know what had happened and they said they would come back to me. I had to call everyday for a week until I got a reply and a date to come and fix the charger which was not easy. I think you should do an investigation first before taking the money upfront to avoid customer having to chase to get an update.