Complaints

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• Initial Complaint

  Date:07/05/2023

  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.

  Contacted Yancy Power Systems in Pooler, GA in regard to **** ******* generator installed in Fleetwood Southwind Motorhome that had an issue of shutting down for no apparent reason. I had contacted Yancy to inquire whether or not they were able to diagnose and remedy the issue. ****** assured me that they had the ability and experience to service the generator. Motorhome / generator was delivered to ****** in January 2023, they had it until March. When delivered, the generator would run and perform normally but than for no apparent reason would shut down after 20 minutes or an hour. That was the issue ****** was supposed to solve. I have attached supporting information that describes steps they had taken to resolve the issue but my point is that they sabotaged their efforts at diagnosing the problem issue when they overfilled the generator with oil. Supporting information from generator manufacturer clearly indicates that low oil or too much oil will cause generator to shut down.

  Business Response

  Date: 07/24/2023

  Customer contacted ****** and brought his RV in to have his generator looked at as stated above. The issues with the generator were intermittent, but as we troubleshot and got closer to the issue the intermittent started showing up more. the oil was topped off because it was found not full while troubleshooting. As we continued to troubleshoot the ignition module was found to be reading intermittent. Upon installing the module it was learned that the module bracket would need to be installed as well. The customer came and picked up the RV and decided to have no further repairs at that time. We still have the bracket we ordered for his RV generator and offered to put it on for free if he would return. He declined this and we offered to come to him. He told our customer rep that he had moved and would not be available for this. Upon the customer picking up the RV we discounted the troubleshooting at the time of invoicing. Note: the oil was slightly overfilled by the tech during testing because the RV was parked on a slight incline-garage apron while working on the unit. This will not cause the generator to shut down as stated in the attached manual. We are still willing to install the alignment/mounting bracket if made available for repair in our area. Thank You     

  Customer Answer

  Date: 07/27/2023

  [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 Administratively Resolved]

   Complaint: ********

  I am rejecting this response because: 1.  ****** did not have any definitive answers from their diagnosis. ****** could not confirm exactly what was causing the intermittent shut down of the generator, when generator ran it performed well. ****** admitted they could not determine intermittent shut down, but they can try changing the control board. Changing control board did not solve the issue. Then ****** thought it might be the ignition module, did not solve the issue. Then ****** said a new module bracket would need to be installed, that is when I stopped any additional work, I could not afford to keep paying for what seemed to be to be a guessing game. Their fee / charges were not a fixed price for a solution, it was time and materials without a cap.
  
  2. In regard to the oil overfill issue. Their statement is that they topped off the oil, “the oil was slightly overfilled by the tech during testing because the RV was parked on a slight incline-garage apron while working on the unit”. Any engine mechanic / tech will tell you, check oil on level ground not on a hill. If anyone wanted to assure oil level was correct, they could have moved the RV to level ground or use the RV’s Leveling Jacks to ensure it was level. So, thru several techs performing diagnostics no one realized the oil was overfilled. When I got the RV to my home and checked the oil level, I found generator was 1.5 qt. overfilled, oil capacity for generator with filter is 3.5 qt. and it was filled to 5 qt. (slightly overfilled?).
  In a previous statement I said I felt they sabotaged their diagnostics when they overfilled the oil. Generator manual clearly states that overfilling oil can cause engine to run and then stop. I do not understand why ****** states “This will not cause the generator to shut down as stated in the attached manual.” You mean to say “****” does not know what can cause the issue of shutting down?
  In addition to **** manual stating that oil overfill can cause generator to shut down, oil overfill can cause oil foamy, frothy substance that cannot properly lubricate engine and cause engine damage.
  
  3. As noted above when ****** stated an ignition module bracket needed to be installed, I did decline to return the RV to shop in Pooler because I did not want to incur additional cost with no guarantee that was the fix. I don’t recall any offer to install ignition module for free let alone an offer that they would come to me to install.
  If ****** is willing to install the mounting bracket for free as indicated in their reply, I would consider that. I would be willing to allow them to have access to the RV at its current storage location in Hinesville / Flemington area.

  Regards,

  ***** ********