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Complaint Details
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Initial Complaint
10/18/2022
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
My generator is not working. I have a service plan with this company,for the last 11 years. They first told me they could come on 11/22. When I called back to complain,they gave me an appointment for 11/8. They are supposed to come when there is a problem,per the contract. I have a medical need that requires me to have electricity at all times.Exactly why I purchased a generator.Business response
10/31/2022
We have looked into this matter and found your account with us under a different name.
While we see you do have a maintenance contract with us, this contract grants a priority status for any repairs needed during an emergency outage when your generator is not functioning correctly. It does not include standard service that is not during an emergency outage. Additionally, we were not notified during the last 11 years that you have a medical need for the generator, so medical priority status was not on your account.
When first you notified us that your generator needed service, we scheduled you for the earliest service date we had. We then had some cancellations and were able to provide an earlier date, we called back to reschedule for about two weeks earlier, now on November 8. You still did not find this acceptable.
We have since communicated with you about this, and I understand you have chosen another company to provide the immediate service you would like. We apologize for any misunderstanding about the maintenance contract and what it entails.
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Customer Complaints Summary
1 total complaints in the last 3 years.
0 complaints closed in the last 12 months.