Complaints

This profile includes complaints for Brook Field Service's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Brook Field Service

  829 Route 12 S Northfield, VT 05663-6332

• 

  Brook Field Service

  PO Box 47 Northfield, VT 05663

• 

  Brook Field Service

  708 Glebe Road Milldale, CT 06467

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.

• Initial Complaint

  Date:01/26/2025

  Type:Service or Repair Issues
  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.

  I called Brookfield Service to fix a Kohler generator, which is under warranty (attached). They asked that I pay a $300 deposit before they arrived, which I did (transaction attached). It was starting, but then shutting down with an error code. When the tech arrived, I greeted him and walked him to the generator to demonstrate the issue, but when I turned it on, it stayed on, and I was unable to reproduce the issue. The tech made a couple of guess as to what might have been the issue previously, but did not perform any service, because there was nothing to fix since the generator was working while he was there.I later received a bill and service report from Brookfield which included travel time and mileage (which should have been billed to my warranty), and labor (which was not performed). Bill and report attached. The following paragraph was added to the notes section after I signed it:"Arrived onsite for troubleshoot of generator shutting down on under voltage. Attempted to start generator and was running slower speed and then shutting down. Checked fuel pressure and had 11 " static but would drop 4.5"h20. Attempted to thaw the low pressure regulator at the propane tanks using heat gun. Fuel pressure remained the same. Removed the top to gain access to the generator fuel regulator. Used heat gun to thaw regulator. Started generator and generator was running at normal speed. Had customer test from the inverter and all was working properly. Recommend installing a regulator warmer at the generator if available and carb heater kit."I was with the tech from the moment he arrived at my house, and none of this happened. I explained this to Brookfield, but they claimed that the tech arrived before I walked out of my house, performed all of this work, and forgot to tell me about it. This is simply false.I would like my deposit to be refunded, and for Brookfield to bill my warranty for travel time. There should be no bill for labor, since none was done.

  Customer Answer

  Date: 02/05/2025

  The business has refused to refund me and has not responded since. That's why I filed this complaint.

  Business Response

  Date: 02/07/2025

  Please see attachment for our response.

  Customer Answer

  Date: 02/22/2025

  I have reviewed the business's response. It includes the same technician notes that I provided in my initial complaint. These notes contain false statements. I was with the technician from the moment he arrived, and he did not perform the work described in the notes. As I stated previously, my generator started working when I tried to reproduce the issue, so no work was done because none was required. As such, I should not be billed for service, and am continually disappointed at the dishonesty of the technician's report.

  The Kohler warranty covers technician travel. I would like my deposit returned and for the company to bill my warranty for the technician's travel

  
  Regards,

  *******

   

   

  Business Response

  Date: 03/12/2025

  We disagree with the statement that our Technician falsified information.  We are working on getting a statement from the technician to submit to this complaint.  Will send it as soon as possible.  Regarding the Kohler Warranty, they do not cover weather related issues such as a frozen regulator.  If they do not cover the service call, they will not cover travel.

   

   

  Customer Answer

  Date: 03/15/2025

  I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********.

  I met the technician when he arrived and walked him to the generator. When I turned it on, it stayed on. I was unable to reproduce the intermittent shutdown issue I had experienced in the days prior.

  The technicians service notes, added after I signed the report, contain multiple false statements:
  
  1.Attempted to start generator and was running at a slower speed before shutting down. Checked fuel pressure and had 11 static but would drop to 4.5 H2O.
  
  False. I started the generator, and it ran normally. The technician never checked the fuel pressure.
  
  2.Attempted to thaw the low-pressure regulator at the propane tanks using a heat gun. Fuel pressure remained the same.

  False. The technician never used a heat gun.
  
  3.Removed the top to access the generator fuel regulator. Used a heat gun to thaw regulator. Started the generator, and it was running at normal speed.
  
  False. The technician never removed the generator top, never used a heat gun, and did not start the generator. I removed the top, started the generator, and it ran normally the entire time the technician was there.
  
  The company claims the fuel regulator was frozen. This is untruethe generator worked throughout the technicians visit.
  
  They also refuse to bill my warranty for the technicians travel, citing the alleged frozen regulator. However, the warranty explicitly states that travel expenses are not excluded from coverage in this situation. The only exclusions related to travel in the warranty are for battery-related service (Section 8b) and for expenses incurred investigating performance complaints unless the issue is not caused by a defect (Section 16). Since there was no defect found and no repairs performed, the company should have billed travel costs to my warranty instead of charging me directly.
  
  I am requesting:
  
  A full refund of my deposit.
  Travel costs to be billed correctly to my warranty, as per the warranty terms.
  Removal of all labor charges, as no work was performed.
  
  This is a clear case of false reporting and improper billing, and I expect it to be corrected.
  

   

  Business Response

  Date: 04/02/2025

  Below is the response from the technician.  Kohler warranty does not cover weather related issues.  This service call does not qualify for warranty coverage.   This service call is billable to the customer.

  Letter from technician:

  I arrived onsite it was raining and miserable that day I got right to it due to weather. Got it up and running about ***** minutes. I was getting back into the van to start my report when ******* came out. I told him he was back online. Yes, we did cover things to do in the future because the given location has a huge potential for this to occur again in the future. I did state on multiple occasions that I didn't believe ****** would cover any sort of freeze up when it came to the fuel system. I do not normally like to jump to conclusions but, I think ultimately we have a customer who spent a bunch of money on a generator that was not installed through Brook Field Service and it didn't work as expected and he's upset about that which is totally understandable. He read the report before signing it and he knew what was in the report.

   

   

  Customer Answer

  Date: 04/02/2025

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********.
  

  The technician's reply contains multiple false statements.
  
  "I arrived onsite it was raining and miserable that day I got right to it due to weather. Got it up and running about ***** minutes. I was getting back into the van to start my report when ******* came out. I told him he was back online."

  This is false. I met the technician when he arrived and greeted him. He asked where the generator was, and I talked him over to it.

  "I did state on multiple occasions that I didn't believe ****** would cover any sort of freeze up when it came to the fuel system."

  This is false. There is no language in the warranty (attached to my previous response) that indicates this service should not be covered. When the technician was leaving, I asked about the warranty, and he said he would look into it. Regardless, his opinion of the warranty is not relevant -- its language is clear.

  "I do not normally like to jump to conclusions but, I think ultimately we have a customer who spent a bunch of money on a generator that was not installed through Brook Field Service and it didn't work as expected and he's upset about that which is totally understandable. He read the report before signing it and he knew what was in the report."

  This is false. As I've stated multiple times, the generator worked as expected from the moment the technician arrived -- I was unable to reproduce the issue while he was there, and, as a result, he did no work because none was required. His claim that he repaired the generator before I came out of my house is a lie, and he is incorrect about the language of the warranty.