ComplaintsforNewington Electric Co.

• Initial Complaint

  10/26/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  GENERATOR PROBLEM Problem started with Newington electric on 1-3-19 service call. New serviceman did service. he arrived at my house around three o'clock. he stated he did not know if he was here earlier in the day and did the service. he could not find any records in his vehicle he had papers all over the seat. We called the co and paid the charge by credit card. I then called back and explained what had occurred with the serviceman. They said they would send out someone to check the work and give us an account in writing like we always received in the many prior years' service was done. A couple days later we receive a brief account in the mail of what was done on our generator. On 1-7-20 yearly service was done, had new battery installed different serviceman all ok. paid by credit card. On 6-18-21 had over crank red light service call , they replaced the fuel so lined, all was ok paid by credit card. On 6-29-21 noticed red light again called. they came out 7-12-21 told me it was the propane valve that was bad. On 7-13-21 had propane co come out checked both tank valve and valve at generator . they found no problem paid their bill. Called both Newington elec and propane co about problem. both of them talked and agreed to come out 0n 8-16-21 at 10:00 am. On 8-16-21 both parties arrived at my house, two men from Newington elec, and one from propane co.. Propane man set up gages on tank valve and showed them it was reading correct pressure, set up gage on generator valve pressure showed correct all agreed Generator was started five times ran ok. the service man from Newington electric sill kept insisting that the propane valves were the problem he stated the valves were creeping. however the gages did not show any creeping just consent pressure. The other man from NEWINGTON ELEC AGREED THE VALVES WERE OK AND THAT I DID NOT OWE ANY THING FOR THE SECOND SERVICE CALL . Because of the poor service for two years they lost a customer of over ten years.

  Business response

  10/26/2022

  Newington electric records for the following service car as follows

   work order ****** 6/18/21 we received a call that the unit was in over crank fault. On this date Jared our certified technician replaced a fuel solenoid under warranty we tested the propane pressure from the tank. We advised Mr. ******** if the problem occurs again it is a bad regulator on the tank this problem belongs to the propane supplier as they own the fuel regulator on the tank and they would need to replace it.

  On 7/12/21 we received a call that the unit was in the same error again, we advised Mr. ******** that he should contact the propane supplier to replace the fuel regulator on the tank as we cannot do this it is owned by the propane company  We advised Mr. ******** that if we came out there is a service call fee to reset the generator and test the fuel pressure again

  We found the external regulator again is unstable and should be replaced. Mr. ******** was charged the service fee for our time for the same issue that we are unable to fix.

  He did not pay at this time but in good faith Newington electric met with the propane co and the propane company replaced the regulator.

  We reset the generator and as far as i know he hasn't had any issues since.

  Mr. ******** was only charged the service fee the one time even when we advised him prior to going out that we there would be a charge. He was not charged anything for the 8/16/21 visit after veirfing this was a regulator issue.

  We provided Mr. ******** the service he requested.

  In an effort to resolve this issue I will issue a balance credit as this has been going on for over a year with no resolution

  No payment was made so no credit can be issued to the customer.

   

   

  Customer response

  10/26/2022

  
  Complaint: ********
  
  I am rejecting this response because: Their was nothing wrong with the propane valves. they stated the problem was with the propane valves. the propane co checked valves cost $125,00 dollars. They found nothing wrong with valves as stated in my statement orovided. When we had the meeting with propane  service man and the two representers from NEWINGTION ELC all agreed the valves were working fine and the second service call for the red light would not have a charge to me. Their service man on that second call still stated the propane valves were the problem. If iwe had received a service and something was corrected we would pay, however as the propane valves were and are working fine and Newingtion electric representee who stated their would be no charge for the second call we do not owe them any thing.
  
  Sincerely,
  
  ****** ********

  Business response

  10/26/2022

  i waived the chargers there are no charges owed at this time.

   

  Customer response

  10/27/2022

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ****** ********

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