ComplaintsforNorth Texas Generators LLC

• Initial Complaint

  09/14/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  In early July 2022, a sales rep from North Texas Generators LLC came to my home to give me a quote on a home backup generator. On July 13 I talked to the owner who said he had generators of the needed size in stock. Same day paid in full for the generator. July 27 called and spoke to the office manager who also told me the generator was in stock and that she'd be scheduling pad pours in the next two days. I believed based on phone conversations with the owner and office manager that installation was imminent. Also, based on conversations with the sales rep and the propane tank supplier that the tank had to be installed AFTER the generator. The propane tank company's policy is that all appliances to be connected to the generator had to be installed prior to the propane tank. On Sept 1 called and spoke to the office manager. I expected to be told that a scheduling problem had come up. The gist of what the NTG's office manager told me was that a fuel tank with propane had to be on site before generator installation. She went on to say that they required that I have at least have a partially filled tank on site BEFORE generator installation. A chicken and egg problem that according to office manager was the reason the generator was not installed. When I asked for a refund, the Generac dealer's office manager told that I they would withhold 20% of the amount I paid. My conclusion during that call was, and remains, that NTG never intended to fulfill the contract. At 8:23pm on Sept 4, the office manager emailed to say the owner would contact me the next day. Nine days later and no contact. In addition, at no time was I given the owner's contact information. My only contact has been through the office manager. I believe, based on the call with the office manger on Sept 1, that NTG LLC deliberately delayed installation to justify keeping at least some of my payment.

  

  Business response

  09/14/2022

  As you can read in the attached email conversation, North Texas Generators did in fact tell ******************** that the 18kW Generac generators were in stock. This statement was and is true. At the time that I was speaking with the customer, before the first email I sent to him, I was in the process of trying to schedule the concrete pad pour for the generator to sit on. This is the first step of any installation for a generator. I could not get the customer scheduled, as he would not allow me to finish explaining our process and policy and then he proceeded to hang up.

  Our technician that met with ******************** originally, did inform him that a propane tank would be required for his generator to run, as he does not have natural gas at his home. This is the customers responsibility to set up with a propane company, as told to him by the technician and myself. As well as it being listed on the estimate and invoice that it is not included. Also stated in the emails, we are not licensed to handle propane. We did provide the customer with a company that we typically use. All propane companies will not deliver the tank until the generator is delivered and in the location for connection. I stated to the customer (as noted in the emails) that again, we need to schedule the pad pour and, in the meantime, he needed to reach out to the propane company to order his tank as they could have a wait time. Once the pad was poured, we would deliver the unit. At that point, we could either do the electrical installation and wait for the tank to be delivered and installed, then return to finish the start up on the generator... or deliver the generator, allow the propane company to do their part, and then we would come out for the electrical installation. Either way, the generator will not run until the propane is connected to it. Usually, when a tank is delivered, they put a small amount of propane in it which is just enough for the start up. Once the propane company has completed their install of the tank, they send someone out to fill that tank.

  The customer stated that he wanted to cancel his order all together, and he was informed that he could absolutely do so, however there is a 20% restocking (cancellation) fee. This is also stated on the estimate and invoice. The customer continued to state that we "stole" his money, and that this was a "fraudulent" transaction, which is incorrect. He chose to make is payment, agreeing to our terms and conditions. Therefore, making this a legitimate sale.

  He also stated that he believes that we were never going to complete the job, however, we continued to try to have the customer call back or answer so that we could start the job, but we got no response on this matter.

  We will always complete a contracted job, so long as the customer wants to move forward and will allow us to get them scheduled. If a customer chooses to cancel the order, that is completely up to them, and we will honor the request. However, when a payment is made, a customer is agreeing to our terms and conditions that they receive at least two different times between the estimate and invoice. At this point, the 20% restocking fee comes into play.

  Please read the attached files showing the email conversations between myself (office manager) and the customer.

  Customer response

  09/15/2022

  Complaint: 18020568
  
  I am rejecting this response because:
  

  The following statement is a lie.
  "At the time that I was speaking with the customer, before the first email I sent to him, I was in the process of trying to schedule the concrete pad pour for the generator to sit on."

  I initiated the contact on Sept 1, not NTG.  I was presented with the chicken and egg dilemma and it was the office manager that initiated the nastiness by insisting on the truth of the chicken and egg problem. As I explained there was no way to satisfy their entirely new requirement that I have a partially charged tank on site prior to installation, when their sales rep and the tank company both told me that the generator had to be installed first.  ********** manager did not offer to schedule anything until I caught on to the deceit.  Lies and lies and to cover up lies.  I have no faith at all in the intentions and integrity of NTG, its office manager, or owner.  They have done nothing to earn my trust and everything to betray it.  I consider their actions intentionally fraudulent.  In the six weeks after my payment they initiated no contact with me.  **** post-payment contacts were initiated by me.  During the Sept 1 call the office manager flatly stated lies that contradicted both the statements of their sales rep and the propane tank company recommended by NTG.  This is unsatisfactory.  NTG's intentions and actions before, during, and after the Sept 1 call reek of deception.  Now they are lying in an attempt to coerce me into doing business with them and in so doing reward their deceit.  There is no basis to trust that they will honor the contract to perform a quality installation or to honor the warranty when they continue to lie.  Bullying the customer is now way to resolve this.
  

  

  Business response

  09/15/2022

  After a customer makes a payment, a ******** lead time is given to each customer. We contact the customer when it is their "turn" on the list to be scheduled for a job. At the time of the customer reaching out, it had been less than two months from the date the generator was ordered. Therefore, keeping us in the allowed time frame.

  I did inform the customer that I would be scheduling pad pours and that his would be in those scheduled. However, the weather permitted me from doing so, and delayed our process by about two weeks. Once at the point to schedule, the customer did call, and a few things were discussed. Per our policy. I then proceeded to try and schedule the job but was not able to. I also called back a few times and emailed, continuing to either schedule the work or cancel the order. Both require the customer to be on the phone.

  Regardless, the customer continues to want to cancel the order and get a refund. This is completely fine and will be honored. Again, we cannot process a full refund due to our policy that was agreed to when a payment was made. This is listed on the bottom of the estimate and invoice that each customer receives.

  In order for the refund (minus 20%) to be processed, the customer must either answer our calls or reach out to the office and speak with the bookkeeper. The 20% fee IS policy and cannot be waived, again, as listed on the bottom of the estimates and invoices.

  Customer response

  09/15/2022

  Complaint: 18020568
  
  I am rejecting this response because:
  Pure, premeditated theft.  NTG failed to provide any positive information within the first 30 days and then claims they have a right to 20% for doing absolutely nothing.  They want to be rewarded for their failures and blame me when they never took a single demonstrable step to advance the installation.  I will not accept anything less than a full refund.  Also, for some perverse reason NTG tried to call me today.  What part of no reason to trust can't they understand.  A phone call at this point?  So they wanted nothing in writing.  For context, here is the entirety of my last written communication from NTG.  "the owner will be calling you tomorrow.   please make sure you answer your phone."  That's the extent of NTG's communications skills.  I refuse to be punished for NTG's dishonesty.

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