Complaints

• Initial Complaint

  07/13/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We had ESU out in 5/5/2023 to do a full maintenance on our generator. I met the tech out at the generator and he explained before they perform any work they first start the generator and make sure it runs properly. We therefore know it was in proper working conditions before any modifications. We paid the invoice for the maintenance in full $299. The day after completing the maintenance the indicator light started flashing an error and the generator failed the test cycle. We asked them to come out and take a look. They sent a tech that could not diagnose the problem and we did not hear from them for two days after which I called. The manager/owner told me that nothing they did would cause the generator to fail despite the fact that they couldn't diagnose the actual issue. ESU techs were the last to touch the generator prior to it failing immediately afterwards. This leaves us with a non-functional generator.ESU then sent us an invoice for repairs which did not fix the generator and as such were completely unnecessary. We never approved any of the work nor were we informed there would be additional costs.Invoice# **** (attached)$634.00 Although we feel the correct resolution would be to fix the generator, we consider ESU to be dishonest and therefore want no further interaction with them. The pending invoice should be nullified as none of the work was approved nor did it resolve the issue.

  Customer response

  08/08/2023

  Better Business Bureau:
  
  At this time, I have not been contacted by ESU-Electrical Services Unlimited regarding complaint ID ********.
  
  Regards,
  
  ***********************
  

  Business response

  08/08/2023

  Might we first add that this is the first time in the 17 year history of our company that we have had a customer file a complaint with the ********************. We ALWAYS take care of our customers...all you have to do is ask.

  We installed this generator at this location in April 2008 for a different customer with permit #************. We have all the documents from every maintenance/issue with this ******************************** 2014 when it add its first Fault Code. When we arrived on 5-5-2023 the unit did start and run and we did perform a full maintenance on this generator and we did run it and test it and this customer signed the work order as we departed. A few days latter the customer called and said his generator failed to start. When we arrived on 5-11-2023 the unit was faulted on low oil pressure. We diagnosed the bad component as the oil temperature switch and replaced it. When we went to restart the generator it was running very rough and was putting out low voltage. We checked the capacitors which had failed again (first time was on 9-19-2014). We replaced the capacitors once more but the generator still ran to rough; it appeared the diaphragm in the regulator had failed and since that component is a sealed part we ordered one and went back and replaced that also. Once that was completed the generator was still running rough and hard to start at that time we suggested to the customer that the unit be replaced and not to waste more money on a 15 year old generator just as we would suggest to all our customers. 

  Thank you,

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

   

  Customer response

  08/08/2023

  Better Business Bureau:
  
  I have reviewed the offer and/or response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  There is no offer to resolve this complaint.
  
  Regards,
  
  ***********************
  
  
  
  
  

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