Complaints
Customer Complaints Summary
- 1 complaint in the last 3 years.
- 0 complaints closed in the last 12 months.
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Initial Complaint
Date:02/22/2024
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
On February 22, 2024 a service tech arrived at my home to service my Generac standby generator. Approximately 30 minutes later, the tech left. I received an invoice via email about an hour later from the company. The invoice stated that the oil and filter were changed and that the entire system was inspected. Upon review of my surveillance system, I observed the tech open the generator and go sit in their truck for twenty minutes. Close up the generator and then leave without performing any services at all. When I called the company to complain, they told me the person I would have to talk to was on vacation. I then called the tech who had left a message on my voicemail. After I confronted him, he said he could make it up to me. That his company does this to save money.
Business Response
Date: 03/19/2024
I responded to **************** as soon as I returned from vacation. I set up a time to send a different technician and to be sure the **************** was present and the propr services could be performed and explained in his presence. We have never had a complaint like this and have been in business since 1986. We did speak with the original technician and coach him on proper procedures and being sure that they were followed on each and every call.
I spoke with **************** again after we send the technician and he was pleased with the resolution. I have spoken with him again on this day and he indicated that he was satisfied with out service and that the matter was resolved.
Customer Answer
Date: 03/19/2024
Complaint: 21332619
I am rejecting this response because:
Although the business contacted me to send out another technician, the owner refused to review the video surveillance of her employee lying about performing the maintenance. The fact that they sent another tech to perform the service, doesnt address the first tech who lied and said he did something he didnt. How many other customers didnt receive what they payed for? Am I to think this is a one time thing? Were it not for the video showing the tech sitting in his truck for thirty two minutes while he was supposedly performing maintenance where would I be? It borders on theft of service criminal charges. I do not accept the businesses response. Their employee should have been terminated immediately.
Sincerely,
*************************Business Response
Date: 04/02/2024
The owner of the company met with the customer on March 26th and addressed customers complaint and our steps to correct. **************** still has another maintenance due under his complimentary maintenance. We will contact the customer again when next maintenance is due and confirm if he wants to proceed with the 2nd service.
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