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Complaint Details
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Initial Complaint
08/20/2024
- Complaint Type:
- Billing Issues
- Status:
- Resolved
On 07/10/24 I received my Generac generator was installed and a Generac 4G mobile link was attached to it. So that Wired Electrical & Generators could remotely monitor my device. On 06/06/24 A Ms. Elida ********** who I was told she no longer employed their. Sent me a email with a link so I could enrolled and have the Generator monitor. In the screenshot I sent it clearly states in writing. That I must click the link and enroll to install my monitoring system. I did that before that installed the generator with the attached Mobile Link Device. I have come out to find out after filling out and proving my payment method and information. I was never register and was told this when I called also when talking to Wired. They telling that the device hasn't been register meaning. Wired was to have given them the activation number so the could put it into there system to work. I have been going back in forward with Wired and told them what I was told on 07/14/24 by Generac and even provided them the case #9548806 and on that same day. After checking my bank I saw no payments withdrawals. So I gave my info and payment method again over the phone to Wired to enroll.I was told that mobile link would be contacting me by phone or email. As of today haven't heard or seen a email. After explaining to last agent at Generac 08/20/24 and explaining to her about what I going through. She went as so to try to call them to explain or why they haven't given them the activation numbers to them. Wired wanted be to pay $200. For a service call when the problem exists with them. I cancelled that schedule service date. I shouldn't have to pay for something that was to be taken care of the next day. I have been very patient with this company. Ever time I have call to them in that office I have never disrespected none of them ladies are used any kind of profanity towards them and I can't understand why I'm having a hard time getting this problem resolved. I had to delete some of this cause limitBusiness response
08/23/2024
Paul, we sincerely apologize for the delay in our communication and for the incorrect information you received from our team. We strive to provide accurate and timely service, and I regret that we fell short of your expectations. The incorrect information regarding the $200 service trip charge was provided by a new member of our team who is still in the process of training. While this is no excuse, please know that we are addressing this internally to ensure that it does not happen again. After investigating with the Generac team, we can confirm that your Mobile Link device is enrolled and connected to your generator. We value your business and are committed to making this right. If there is anything we can do to resolve any confusion or concerns, please do not hesitate to reach out. Thank you for your understanding and patience. - The Wired TeamCustomer response
08/23/2024
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.
Initial Complaint
09/06/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
I have a new ******* 48kw sitting on a large new concrete area. On Wired's first service call (8/16) they failed to tighten the oil filter causing gallons of cheap Malaysian oil to gush out making a huge mess. It's now 9/6 and the mess is still here! Requests for the owners to contact me have fallen on deaf ears. In fact, I was promised a visit this morning and was stood up! TERRIBLE CUSTOMER SERVICE!!!!!Business response
09/07/2023
Anthony, we have been out to your home to try and fix the oil spill on your concrete multiple times. Yesterday, September 6th, after coming to your home to attempt to fix the oil spill again on 9/5, you did speak with the owner and he has let you know that we will be covering your expense to fix this accident. We do apologize for this inconvenience. Thank you for providing this feedback as it helps us grow as a company to better serve our customers. We do appreciate your business of our family-owned and operated company and hope that you continue to choose Wired in the future.
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Customer Complaints Summary
6 total complaints in the last 3 years.
5 complaints closed in the last 12 months.