Complaints

• Initial Complaint

  10/11/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Purchased a Home Generac for my home from Forrest Jordan and Associates, LLC on 5/30/24 via Synchrony Credit. for 13,169.48. The Generac installed on 6/29/24, pending City of Pensacola Inspections for Gas and Electric. Gas hook-up was contracted out by Forrest Jordan and completed the next week and passed However, electrical failed city inspection. Forrest Jordan sent a tech out a month afterwards. However, the electrical failed again. No notification of second failure was made, until I called (several calls/messages before response) after waiting 2 weeks after repairs, to my question of when Generac would be operational. Per Forrest Jordan, the city electrical inspector cited other issues and would have to schedule another visit to resolve the issues noted. Approximately a month later, after another series of calls/messages for status update and tech re-scheduling, a tech came out (middle Sep) and to resolve the issues. Again, I had to call/leave messages several times to find out the Generac operational status. However, Per Forrest Jordan on October 10th, the electrical failed again on 9/27/24, citing the same issues. Forrest Jordan representative stated Morris was trying to contact the inspector for some resolution. I personally called the City Inspection office, and they said no contact had been made, but would ask inspector to contact Forrest Jordan. I just would like my Generac to be operational ASAP without any further delays. It has been 4 months with dealing with this issue and we have had 3 hurricanes/Tropical Storms, luckily not effecting Pensacola. I personally feel that I have given Forrest Jordan ample time to resolve the issues with my Generac and feel a resolution needs to take place as quickly possible, even if they have to outsource the electrical set-up to another contractor so it will pass city inspection. Likewise, I have already paid Forrest Jordan for a Premier Maintenance Plan on the Generac ($495.00) on 7/18/24.

  Business response

  10/15/2024

  All issues have been resolved related to this matter. We initially responded to the city inspectors request to change aspects of the installation, but during the re-inspection a new matter was raised that was not in the original report. We subsequently responded and make this additional change, adding an electrical ground to the cold water pipe. We uploaded a picture of the completed work to the city website and requested a re-inspection.  Unfortunately, the inspector was not able to access the picture at that time, and did not understand that the work had been completed. We were able to speak with the inspector, who was then able to look in the correct location for the pictures.  The inspector subsequently issued a final "passed" rating for the job. The final inspection report has been uploaded to this reply, and the customer has been notified. 

  Customer response

  10/15/2024

  
  Complaint: 22410206
  
  I am rejecting this response because:
  I appreciate that the electrical inspection has passed. However, I have not been notified by the business of these results and the business has not scheduled with me a return visit by a tech to turn the generac on and explain any last details to us on operations and maintenance schedule.

  
  Sincerely,
  
  Danny *****

  Business response

  10/15/2024

  Our most recent attempt to contact the customer has gone to voicemail.  We are willing to provide additional user training (i.e., walkthrough) at no charge, and the customer should contact us directly to schedule a session. 

  As a matter of record for the BBB, complimentary user training is offered at the time of installation.  If the new owner is not available, unable, or unwilling to participate in this walkthrough then the opportunity is, generally speaking, forfeit. 

  Customer response

  10/17/2024

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID 22410206, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  Danny *****

• Initial Complaint

  09/09/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I cannot get anyone to return my calls or messages regarding inspection approval from City of Pensacola . Job is not complete until generator passes inspection from City .

  Business response

  09/23/2024

  The requests made by the city electrical inspector have all been addressed.  The final inspection results (PASSED) are attached to this message. The inspection was conducted on or about 9/17/2024.  There is no further action required. If further assistance is required, you may call our office at ************* Thank you.

  Customer response

  09/24/2024

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID 22261131, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  Michael *******

• Initial Complaint

  11/15/2023

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  On 08/07/2023, I hired Forrest Jordan and Associates "The Generator Guys.". On 08/16/2023, I underwent spinal surgery and rehabilitation. While undergoing surgery and rehab, I missed a message from my credit card company requesting that I verify the charge of $150.00 from Forrest Jordan and Associates, known to me as The Generator Guys. At the time, I assumed the bill was paid. I have no issue with paying the $165.38 which includes two (2) months late fees so far. However, the only outstanding invoice I received by mail was on November 3, 2023 in which Ms. Diane Ireland accused me of "hanging up on her" which I have absolutely no memory of doing. The oversight was on my part, however, there is no instruction on how to make the payment by phone, website or billing address to send payment and no one has responded to my written and/or phone message to pay the bill and late charges. The note from Ms. Ireland stated if not paid, they would put a lean on my property. (Copies Ms. Ireland's printed note and outstanding invoice can be provided if necessary.} Meanwhile, I'm incurring more late fees and possibly a lien on my property. I need someone to reach out to them, perhaps through the local service office in Gulf Breeze, Florida. They provided me with a contact number for Ms. Ireland (850-220-8970) but I did not receive a response to the message. Please advise if the BBB can mediate a resolution in this matter. We currently have an excellent credit rating because we do pay our bills on time. Thank you for your consideration.

*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. ↩