Reviews

Review Details

• Review fromAndy F

  Date: 12/21/2023

  2 stars

  Andy F

  Date: 12/21/2023

  JP Timmerman worked on my whole house Generac Generator. Their company installed many years ago. Bad battery charger was not discovered during the annual service. 2 service calls to fix because 1 to diagnose & 2 install the charger. 12 days later, I it would not start. Looked as if there was short that burned the positive cable. 1 visit to diagnose the starter, then order a new one. They did not call about starter ordering, or pricing, or timing. I called them 3 wks later then they called back. Starter change 8 days later. We have been without power 2x during power outages, due to non-working.When installing the starter, technician not made aware of service bulletin that showed how to reinstall starter. I called office after 1 hr of no success w/ install. Office suggested I call the tech himself (they did not offer). I called him and suggested he get help. He called Generac and found out about the bulletin. His service manager also showed up to assist. They used the bulletin to modify the unit to help with the reinstall. Finished install and reset the unit. This was 4+ hours later. We received the bill that included all those hours that the technician did not have the proper info to install the unit. But because he was there, I must pay. Why is it my obligation to pay for him to be trained on something that should have been investigated way before our unit was serviced?When I called to question and object to the amount of hrs billed (never once did I complain about the parts price that I asked for but never received), I was told by owner I was lucky they did not bill for more because of his trip to diagnose the starter and the 2nd person to help install the replacement.No apology, No 'acknowledgment of the inconvenience', just a rebuttal of "that is how much it is and I think we are being lenient". My reply was, "I will pay, but you will not work on equipment at my house again". Owner's reply was "ok then" and hung up on **** do not recommend this company.

  John P. Timmerman Co. LLC

  Date: 12/27/2023

  4/16/07, we installed customer provided, 2006 model, Generac generator. This generator is now at least 17 years old and in poor condition. The first time we serviced their generator was 5/30/13 for a trouble call. We checked wiring and found both fuses in transfer switch bad; replaced and found several wires off at generator; reinstalled and checked operation.Ten years later, we were asked to perform general maintenance on their 2006 generator. ************** went to their residence 5/5/23. The technician found five red LEDs flashing for exercise needing programmed; he put the generator in auto to set exercise and the generator immediately started as if there was a power outage, all power was present; checked transfer switch; unknown reason for generator running; no green light on control board so possible bad board; need older diagnostic manual to go further; copy to dispatch. Returned 6/7/23; tested transformer per Generac support, all good; after testing control board, LEDs were back working; set exercise and simulated power outage, all good. 9/25/23, more than 3 months after our last service call, customer states they changed the battery in August 2023, and it is dead already; 9/29/23, ************** found battery charger only putting out **** volts, needs replaced; replaced battery charger; customer to put his own battery charger on battery and bring it up to specifications. NOTE: Customer stated bad battery charger was not found on 5/5/23 maintenance call; battery charger was checked during maintenance call on 5/5/23 and voltage was within normal range and battery had full charge, no need to replace at that time.10/12/23, customer called stating generator did not exercise; 10/19/23, technician found 5 LED flashes for exercise not set; customer complained he set exercise and it never shut off afterwards and LED stayed flashing; set exercise, generator shut down, and went to green LED; NO CHARGE FOR THIS CALL.11/9/23, customer called stating generator did not exercise and found positive battery cable fried; 11/13/23, technician found approximately 6 of positive wire at the battery melted; disconnected terminals and tested wires; found positive wire with continuity to ground when a start cycle is attempted with no battery hooked up; starter appears to have shorted internally, causing melted wire; needs new starter and battery cable. NOTE: starter was ordered 11/14/23 and scheduled as soon as manpower was available. Our apologies to the customer regarding being without power twice in the interim; we were unaware of this; ******** was informed of pricing during scheduling. 12/14/23, removed bad starter and battery cable; modified heat shield on back of engine per Generacs recommendation; installed new starter and positive cable; set exercise.NOTE: there was no bulletin regarding installation of the starter. When the technician had difficulty lining up the screws, he called Generac support. The technician spent a total of 24 minutes speaking with Generac support. He was told by Generac, modifications of the heat shield would be necessary since this generator is over 17 years old; the newer starters do not fit exactly, which we were not informed of when purchasing the starter. ************** is not a trainee; he has over three years of experience working on Generac generators and is certified by Generac.The customer noted he contacted the office after one hour of no success with the install. He states the office was of no help. We are not sure what he expected from the office staff; we are not technicians. Since he was not at the home, his wife was, his best recourse was to contact the technician at his home to get an update; that is what the office informed him.Our final bill of $573.00, included the 11/13/23 (**** hours including travel) service call, the 12/14/23 (**** hours including travel) service call, plus an additional (**** hours including travel) booked by our service manager plus parts. We charged $193.00 for the starter and positive battery cable and charged **** hours of labor at $95/hour - $380.00. We do apologize for any inconvenience the customer may have felt, however, the invoice was fair and stands.