ComplaintsforTeck Electric, LLC

• Initial Complaint

  09/15/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On October 21, 2021 I put a down payment of $1,000.00 for a ******* whole house generator to Teck Electric LLC. The total amount of this purchase was ******* plus a $100.00 charge for the permit. The generator was ordered and I was told that it would be installed some time in April of 2022. It was finally delivered and installed on 5/4/22 however after approximately 2 weeks it began to act up. My wife called for service and spoke with their rep who instructed her how to reset the panel. After two days, it faulted out again. Service was called once more and they came out to inspect it. Again, it was reset and the service guy left. Within a few more days, it acted up again. My wife called for service again and this time tests were run to find out a certain part was bad. We were told they would order the part and come to pick up the generator when the part was received, this was the beginning of July. Finally they came to pick up the generator at the end of July to repair. A couple of weeks went by and I called to find out that ******* sent the wrong part. This ended up happening 3 times, and now it is mid September and I still do not have my generator back and Teck Electric continues to tell me that they still do not have the correct part. Turning to you for assistance at this time as I am getting no where with that company.

  

  Business response

  09/15/2022

  I have attached our timeline of events regarding this matter as well as the email thread that includes the customer, ******* and **********************. Every time I received any correspondence from ******* I responded and included the customer. In the beginning, the emails were through our technician and *******. ******* still has not shipped/sent us the correct part for this customer. I was told by ******* on Monday 9/12 they were going to send the part next day which would arrive on 9/13. As of today, 9/15, we still have not received the part. We have tried to escalate this issue to ******************* at ******* and still have not had any luck. Teck electric is following *******'s warranty protocol that is required by *******. Unfortunately, Teck does not manufacture the generators, we only install, maintain and service the units. Teck electric has followed all proper procedures but we are at the mercy of *******. We have put in countless hours, phone calls, emails, and meetings with ******************* trying to get this resolved for the customer. We do understand the customers frustration, but we are following through on our end but ******* has failed this customer. 

• Initial Complaint

  01/10/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Had the company out to do annual maintenance on a generator. After they left the generator never worked again. I had been working fine for the 3 years we have lived here. 1.5 months later we finally got them to come and try to repair it. They could not. They were to contact use later that day or the next. No contact for over a month. Then the day after Thanksgiving they contacted trying to seek us a new generator. We said no. They have now over a month later and over 2 months since the attempted repair sent an invoice for $325. The invoice is shows only ************** Fee. Further it is due yesterday. I have a broken generator that was working until their employee worked on it. I paid for the annual maintenance but now they want me to pay for work that would not have been needed if it wasnt broken by them.

  

  Business response

  01/17/2022

  Complaint Customer Information 
  ****** ******* 
  ***********************************
  Daytime Phone: ************
  E-mail: **************

  
  We regret to hear ****************** is unsatisfied with the services. Our records show we received a call from complainant in July 2021 requesting maintenance. When the customer called in, we were given the information for *********************, ****************** Central Ave. ********************* was the only contact to reach out to us and the only point person we received. We had a maintenance technician go to the residence and perform a standard maintenance on a 7kw Generac Generator. When our technician left the home, the unit was running properly. Mr. ****** invoice was paid by 8/3/21 and we have no record of ************** trying to reach out to our company to inform us of any issues with the unit at this time. 
  About 2.5 months later we received a call from ************** letting us know that the unit did not turn on. Our lead service technician called ************** and spoke to him directly on 10-15-21, before we scheduled the service. We informed ************** of our service fees. We also let ************** know if the problems happening with the unit now have to due with anything that was done at the time of the maintenance, he would not be charged. We sent the lead service technician to the property shortly after speaking to **************. 
  While testing the unit for diagnostics, our technician found that the battery tested well but the starter contactor had no voltage to it. He also found that wire 56 was not reading voltage. These issues could not be caused from a faulty maintenance. These are both items that were working well at the time of maintenance and had to go out after our first technician was at the property. Due to these issues, it was determined with Generac that the unit needed a control board and a starter contactor. Our office put together the pricing for parts and the service technician informed the customer of pricing while he was still on site. Per our service technician, the customer was considering ordering a new unit. 
  Since the customer was debating how they would like to resolve the situation, our salesman tried to contact ************** 5 times the week of 11/29/21-12/3/21. We were trying to schedule a meeting to get ************** a quote for a new unit so they could have all their options and hopefully help them to make a decision before a price increase that took effect at the beginning of 2022. ************** never returned any of these calls or tried to reach out to us. 
  Due to the amount of time and lack of response from **************, we invoiced for the diagnostics performed by the lead service technician mentioned above. The invoice only shows Trip & Service Fees since no parts were replaced and a new unit was not installed since the customer still has not notified us of how they would like to proceed. Invoice # ***** is only for the trip fees and diagnostics done by the lead service technician. If ************** or ****************** would like to proceed, we would have no issues with either ordering parts or a unit for them. 
  We are going to try to contact ****************** with the new phone number and we attached a copy of the letter we sent to ****************** after we received this complaint. 

   

  Letter to Customer:

  ****** ******* 
  *************************************
  We regret to hear you are unsatisfied with the service on your generator. Our office has been trying to contact you about the services completed on your unit and have been unsuccessful in making contact with you. We were given the contact ********************* with a phone number of ************. We apologize for any and all miscommunication. 
  Your generator is in need of a starter contactor and control board.  We have quoted parts for $1124.00 in October. This price may have changed due to pricing increases. We also asked our salesman to call you to discuss the option of a new unit since you showed interest in a new unit when the service was completed. *** left 5 voicemails and did not receive a call back or any sort of communication. 
  Since we did not hear from you with a decision we did need to invoice for the trip & our time for diagnostics. Invoice # ***** is only for the trip fee & diagnostics, no parts included. If this was something that had to do with the maintenance, you would not receive an invoice. However, these are parts that where not bad at the time and went out after the maintenance. The unit was running properly when the maintenance technician left. 
  We would be happy to get you an updated quote on parts and a new unit if you would like to proceed or we do need to settle invoice #*****. Attached in an updated invoice showing a $50.00 credit for any misunderstanding. If you have any other questions or concerns, please let us know. Also please let us know how you would like to resolve this matter.  
  
  
  
  
  

   

  Customer response

  01/17/2022

   
  
   I am rejecting this response because:
  There are several things wrong with this response. 
  
  First, we called several times in September and left voicemails. We did not get called back. 
  
  second, the parts and labor to fix it we were told would be almost **** and there was no guarantee that it would work when done. We have since had a different firm out. In 15 minutes they told us it was not worth fixing. We have scheduled an install with them.

  
  Third, we were told your salesperson would call use the same day or the next from the service. We didnt get a call until Thanksgiving. We said were not interested in a new unit from your firm. My nephew got several more calls trying to sell a new unit.

   

  Forth, I am well aware that the unit could have broken after your technician worked on it. But no one here heard it run after the annual service. The unit sits right outside my bedroom wall.

  Finally, a credit of 50 off for future service is useless as we will not use your services again. I would not trust any work done by your firm. 

   

  
  

  

  Business response

  01/24/2022

  Complaint ID- ********
  
  ******,       
  
  First, let me express to you that I am sorry that you had an unpleasant experience with our company. When the technician had diagnosed that the control board was bad, the cost of the control board and labor was given to you the same day.  With the control board malfunctioning, it would have to be the first part to be replaced. Then we would be able to check on everything else. Without a working control board, the unit will not run. It was also explained at that time that we felt the best option was to replace the unit. This is why we had a salesman contacting you and trying to quote you a new unit.
  
              I understand that you left messages for us in September but, we do not have any record of any voice messages left by you at that time. Unfortunately, we were not the company that originally installed the unit; therefore, we do not have any contact information. The first contact we were given for your residence was *****. We had made several attempts to contact him. I am sorry we were not given your direct contact information when we were there at the time of maintenance or at the time of the service call 2.5 months later.
  
              When we received the emergency call for this unit, nothing was said about the maintenance preformed 2.5 months earlier and not running since. We were told that the unit wasnt working. We went right out and diagnosed the problem. The problem with the control board has nothing to do with the maintenance. Until a letter from the BBB we had no acknowledgement that ***** was not the owner. Our office has never spoken with ******. We also had no acknowledgment of your decision to go with another firm. I am pleased to learn that the other firm informed you of the same findings about the unit and suggested replacing the unit, as we did.
  
  We did not have an answer from anyone as to what direction you would like to go. We try to guide our customers in what makes the most economical sense. Even with our guidance, the final decision has to come from the customer. Without any direction we were left with no other choice but to invoice for the service call.
  
  This could have been easily taken care of if a call had been placed to our office. We are here Monday through Friday 7am to 3pm. Our generator supervisor would have taken your call or called you back as soon as possible and this could have been handled.
  
  In an effort to not have any more confusion. We will be sending a refund check for $100.00. Again, we apologize for any and all confusion and misunderstanding. If you have any questions or concerns, please contact our office. Thank you.

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