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Business Profile

Heating and Air Conditioning

Gentry Service Group
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BBB Accredited BusinessA+Rated by BBB

Complaints

Customer Complaints Summary

  • 2 total complaints in the last 3 years.
  • 1 complaint closed in the last 12 months.

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The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

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  • Initial Complaint

    Date:11/11/2024

    Type:Service or Repair Issues
    Status:
    Answered
    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.
    Generac generator was purchased and is still under warning. When delivered it had a faulty control board was replaced. Generator then quit the first time it was needed after a storm damaged again. When Hurricane ****** hit the generator ran less than 6 hours and quit. Leaving my 81 year old parent who is on battery powered oxygen without power. This lead to being displaced in *******, ** in a hotel that cost ******. Went to Gentry on Monday October 7th. Dispatched two people immediately who stated a part had to be ordered. Stated due to the phones being out they would personally come back and tell them when they would be back. Two weeks later I stopped by and they stated that they had been calling us. Keeping in my landlines in ********* are out which is where Gentry is located as well as us. Gave us a card that they would be there on Oct 18 between 10:30 -12:30, at 2:00 I called and the service manager was going to call me back in 20 mins because the person had never came. I went to Gentry at 4:00 pm that day to speak to the service manager. He said the employee stated he in had been there and got the readings he needed. He was not there. I was given a portable generator which was nice but worthless to my parents if we are not there to start. I called again on Monday,l November 4th spoke to Israel who said that part is ordered and the cost of the repair will be worked out. Today is November 11 and we still have nothing.

    Business Response

    Date: 11/12/2024

    This issue arose when our customers generator failed during the ****** ******. We originally installed this generator on 2/11/21. We received a request for service on 10/7/24. Our service technician found that the generator in question would need a rather large repair (replacement of stator) We ordered the parts and communicated that we would be in touch as soon as we had the parts for repairs. Because we cannot control how fast our vendors ship their parts and supplies, we offered the customer a loaner generator, as well as offering to do this repair at cost. I truly feel we have done everything in our power to resolve this situation. During the storms, communication with customers and our vendors was slower than normal as you could imagine. We strive to take care of our customers and community at all times. On 11/11/24, I called our customer and explained that we been notified we would be receiving the part on Monday 11/18/24, we scheduled the repairs for Tuesday 11/19/24. While I do understand the customers frustration, I feel that it is somewhat misplaced. We only have control of certain aspects of a repair. Obtaining parts from a manufacturer in a timeframe that's acceptable to our customer is much easier said than done. We find ourselves at the mercy of shipping delays and product availability on a daily basis. We do however try to improve everyday and will use this situation as a learning tool to improve. 

    Customer Answer

    Date: 11/12/2024

     
    I am rejecting this response because:  I have made every contact with this company with the exception of yesterday (11/11)  at 1:00 pm when ****** (service manager) called me. I asked to meet with Israel's boss in order not to have to go to all of these extremes.  I was told by ********* on 11/11 that his name was ***, he did not have a secretary and that no one knew his schedule.  She told me she would leave him a message to call me.  I have heard nothing.  I expressed again to ********* that this is not just a compliant but a life or death situation should that generator not work and that would be held accountable.  She ended the conversation.  They have ask for no details involving the service guy that never showed up and brushed it off like I was untruthful.  I have been in touch with GENERAC and they were told something different just this morning.  I was told yesterday the service guy would be there at 8:30 on 11/19.  The service secretary just told (at 10:00 am)  GENERAC that they would be there between 11:00 and 12:00.  They are just pushing us aside and telling whatever appeases to the moment.  This generator really should be replaced but we  are willing to accept the fix.  We also had to evacuate for a week because this generator did not work and due to medical reasons (constant oxygen that is power driven).  We incurred ******* worth of hotel bills that were totally avoidable due to the faulty generator.  We have reported this company to the NC attorney general as well as reached out to legal counsel.

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