Complaints

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• Initial Complaint

  Date:07/27/2023

  Type:Billing Issues
  Status:

  UnresolvedMore 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.

  I was charged $186 by this company when I shouldn't have been charged. I explained to them when I called that I have a 7-year extended warranty for the generator. They told me that doesn't matter they still charge $186 service call. The technician came to the house found that the propane tanks were turned off for some reason. After a few minutes he got the generator to run. But within the next few days I had the same issue that I had originally called them about. When I called them back they said they would have to charge me a second time for a service call. So I told them I'll think about it and I had my propane company who wouldn't be charging me to come look at my generator propane lines. They found nothing wrong with the propane lines so the issue is still with the generator. I spoke to ******* and found out that I was never supposed to be charged for the service call because of my warranty. We had a three-way conversation with WB Electric. They use the excuse that they fixed it the first time because they just had to turn on the propane tanks. But that did not fix it, that was just a fluke that they were turned off. So they never diagnosed it properly and they never fixed it. Then on top of that they wanted to charge me a second service call of $186 to come back to see why this generator was not running the way it is designed to...another $186. This is a very dishonest company. And I feel the service call charge should be refunded back to me since they should have never charged me in the first place.

  Business Response

  Date: 08/14/2023

  First, you are slanderous in your comment that we are a “very dishonest company.”  We have been in business for over 20 years and NEVER been called a “Dishonest company”.  I take this very personally.  The dishonesty is all on you. 
  
  The service call was on your generator not working. We dispatched a technician to troubleshoot the issue. (30-minute drive each direction). When our technician arrived, he found the gas turned off. This was turned off by the homeowner or someone else, not us. The generator needs fuel to operate.
  
  You think that this service call should be covered under warranty? The dishonesty on your part is that you said that ******* thinks that this call should be covered under warranty. Lies. We have 2 people, and the ******* support person, that also said that this is NOT a warranty issue. Unless it was an internal issue for the generator itself. It is like if your car ran out of gas and you called the dealership and said, “This should be covered under warranty.”
  
  We had to pay for our technician to go to your house and turn on the gas. The generator ran completely fine after we did this. We never received another call from you saying that the generator failed again. If this were the truth, we would have sent out a technician, no charge.
  
  You not only disrespected our company, but you were extremely rude to our office staff. They were just doing their job and invoicing as per our work orders. 
  
  We tried to tell you that we were going to send you a check back for the $186 service call, which we would end up eating the cost, to keep you as a customer. However, you would not let us get a word in, so it was never mentioned. 

  Customer Answer

  Date: 09/06/2023

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
  
  
   Complaint: ********
  
  
  
  I am rejecting this response because:

  To *******,

  
  

  Wb electric never offered to refund the service call fee, they lied about me not giving there rep a chance to speak so according to them that's why they did not bring it up. So they were mad at me so they changed their mind, that is a laughable,   childish, dishonest, ridiculous statement. If it were their intention to refund me then why did they not say so right from the start of the phone conversation? Instead the first words out of  her mouth were to argue that I should not get a refund. They lied about me not calling them back.. I did call them back within a week or so of their being here and explained I am getting the same error message I called them about in the first place. I then asked them if they were going to charge me again. The rep on the phone said yes they would have to charge me the $186.00 for a service call. So I told her I will get back to them. I explained my propane company tech was coming that week to look at the propane lines to see if there was an issue. I explained they will not charge me . I never called them back because they did not fix it the first time and charged me $186.00 and were going to charge me that service call again. They knew from the get go I have an extended warranty and still charged me. So instead I called Arc electric to try and fix my generator. They also charged me a service call, there service call was $85.00. After they got the machine to run while they were here , the machine was still giving me the same error code after they were gone. So I called ******* to ask them what do I do now, because I can't keep paying these service calls over and over again till the machine gets fixed. That is when ******* rep told me I should have never been charged a service call fee and that is also on there recorded phone line. Up until then I did not know that info. So I called Arc electric and explained not only is the machine still not working but  that ******* told me I should not be charged a service call fee because I have the extended warranty. Arc electric apologized and sent me a check for a full refund. I am attaching a copy of this check for you to see. You can also view their contact info on this check if you want to verify. I am also attaching my warranty as you requested.

  
  
  Regards,
  
  
  
  ***** *******