ComplaintsforTucker Machine Co. Inc.

• Initial Complaint

  03/03/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On 12/29/2021 I purchased a Generac 6500E generator at a local distributor. At about 19 hours of operation in July 2022 it was not running properly at all. Ultimately, with winter approaching I placed a telephone call to Generac; I was advised to contact Tucker Machine as they are the Generac approved warranty service provider. The ** representative was told that I was reluctant to contact Tucker Machine because their reputation is disreputable. Yet as the only local warranty service provider I did not have a choice. Tucker Machine was contacted December 7th; advised of the warranty details, asked for my receipt, and informed me I would be responsible for a $60 pick-up fee. On Jan 3rd after hours someone arrived at my residence but could not take the generator because it could not be carried to the truck by an individual. The generator along with my purchase receipt was picked up after hours on January 4th by Tucker Machine. Both Generac and Tucker Machine were informed that this unit is critical for my survival and safety for off-grid power. And they were informed that that my solar service company representative loaned me his personal WEN 6000W generator, which has adequately run throughout the 2022-23 winter season, to be returned upon delivery of my Generac unit. Multiple calls and messages to Tucker went unanswered. Finally, I called the parts line and had the call transferred to service. On January 13th I was told the unit was in progress. January 20th another call was placed, the response parts are on order. February 1st a call was placed, the response waiting for carburetor. No return calls had been received so I called Generac on February 21st; they advised that the carburetor had been on back order but had been delivered to Tucker Machine (no date was given). The ** representative at Generac called Tucker to ask for a status update then called me back. He informed me that Tucker stated they had received the part but were waiting for testing to be completed. On 3/2/2023 I received a call from Tucker Machine that the generator was serviced and ready to be delivered. However, when asking for my credit card I clarified it was for $60 pick-up fee. The response was shocking, they were not aware this was under warranty, that none of the service nor parts were covered under warranty anyway. Reminding that I provided my purchase receipt following our discussion about the warranty, I objected and disagreed then stated I would call Generac, this generator has a two-year warranty; I was told to go ahead and call them but it was not a warranty covered service.Then my call to Generac resulted in a ** representative placing a call to Tucker Machine again whereby they were informed that the operation of the generator caused the problem not manufacturer defect. Service notes and invoice were requested to be sent to Generac. The information stated that likely the unit running on full-choke caused gunked up components; the service included replacing the head gasket, the carburetor, and also the battery; I do not know what else. An external battery would not have been gunked up. There was no incorrect operation of this generator; oil was changed according to owners manual; and gas was clean either from Mobile or ************** stations. The battery charger that came with the unit was the only item used for recharging the battery. The generator was always stabilized and operated from the top of a pallet, not on the ground surface. This unit was only seven months old with less than 20 hours of operation when it failed to operate properly. Based on the report from Tucker Machine, Generac is not going to cover this expense, I am not paying Tucker Machine for anything at all. They were informed it was a warranty service. If that coverage was going to be disregarded, I should have been notified and given an option whether or not to proceed and at what costs. Now I fully comprehend Tucker Machines reputation.

  Business response

  03/13/2023

  
  Sorry for any frustration with this repair, weve done what we can to help, let me explain.
  
  The Generac  GP6500E comes with a 2-year warranty, with Parts & Labor coverage for the first year, and parts-only coverage for the second year.  Certain components from Generac, such as the battery do not have warranty coverage.  In general, equipment warranties cover manufacturer defects and not items related to routine service (oil changes, spark plugs, etc) or issues caused from fuel or storage.
  
  The GP6500E is designed  for occasional use for home backup in the event of a power outage, and is not recommended for use as a primary power source.  Remaining off-grid while living in town is a personal choice, as your neighbors have power to their homes.  Anytime a piece of equipment is absolutely critical for a home or business, we always recommend a backup unit as breakdowns can happen at any time.  This has become even more important since Covid, with parts often being weeks or months away instead of days away as in past years.  We maintain a stock of new Generac generators year-round, and could have sold and delivered a new one while picking up your existing unit for repair as a backup unit, providing you uninterrupted power.  We do this often for customers during winter storms with snowblowers and they appreciate it.
  
  The GP6500E comes equipped with wheels and a handle.  When we first arrived to pickup your generator in early  January we found it some distance from the driveway with the wheels and handle removed making it not possible to load the nearly 200lb generator with one person.   So we returned the next night with two men to load it into our truck at no extra charge.  Based on your date of purchase in Dec 2021, your first year of parts & labor coverage had expired in Dec 2022. With our pickup in Jan 2023, the second year of parts-only coverage is in effect for the remainder of 2023.
  
  With your machine at the shop, our initial diagnosis discovered a corroded carburetor, and a spark plug that was very blackened from carbon deposits.  We then sent a digital camera probe down the cylinder and found the top of the piston to be blackened from carbon deposits as well.  In addition, the muffler was also nearly plugged from carbon deposits.  What causes this?
  
  When a carburetor becomes corroded, the engine does not receive the correct air/fuel mixture and can run poorly, or not idle well as was the case with your unit.  In an effort to smooth out a poorly running engine,  its common to run the unit with the choke partly on to get by.  While the engine may sound smoother, this causes the engine to run rich, creating excess carbon deposits in the exhaust.  In a stationary piece of equipment such as a generator, then engine then breathes in the rich exhaust, and the problem worsens quickly.   
  
  Weve also seen several cases where the choke may not have been applied, but the generator was run in an enclosed space such as a small shed, or in a corner where  2 walls meet.  Again, the generator keeps breathing in its own exhaust and this creates running issues and the same carbon deposits.  The carbon deposits need to be removed, if they are allowed to build the piston can come into contact with the cylinder head, creating a knock when running, or engine failure.  But what about the carburetor?
  
  A carburetor is not sealed and is open to the atmosphere.  Fuel that is allowed to sit in a carburetor can begin to separate, collect moisture, and start to corrode a carburetor in as little as 30 days.  Tiny passages and ports become clogged and the engine may not run smooth, or may not even start.   We often have our own new machines that are fueled for sale, and happen to sit for a couple months the end result typically is a carburetor replacement at our expense before we can sell the unit.  Non-ethanol fuel and fuel additives help, but are not always successful.  In the many repairs we perform each week, we are replacing carburetors nearly every day.  While manufacturers will warranty carburetors in the case that a component is physically broken, they typically will not cover a carburetor due to corrosion. 
  
  In your case, we removed the carbon deposits and ordered a carburetor and related gaskets.  Many manufacturers are still struggling with parts supplies and it took from early January until late February to receive your parts.  We apologize for any communication issues people often call about backordered parts and we let them know well call back once we have progress.  Waiting weeks or months for parts is all too common today, not hearing from us simply means we are still waiting and have no progress update since last we spoke. 
  
  Once we received the parts, we completed the repair, and the unit now runs properly.
  
  Once a repair is completed in our shop, it then gets in line to be tested.  We find that a second set of eyes operating the same machine a day or two after the repair if very effective at ensuring the unit will operate as expected once returned to the customer.   During testing we found that the battery was dead and would not accept a charge, so we replaced the battery as well.
  
  We then billed your repair and called to schedule delivery.  Its very common to have repairs that are partially billed to the manufacturer as warranty and partially billed to the customer.  Manufacturers will require us to send parts back for inspection in the case of a questionable warranty.  The manufacturers ultimately make warranty decisions, in questionable cases we simply report our findings and they make coverage decisions.  We will warranty anything we are allowed, but are required to report repairs accurately to maintain our certifications.  
  
  Initially there wasnt anything we could cover with  Generac for under warranty.  After speaking with you on March 2nd, we emailed Generac and they agreed with our diagnosis and agreed that your repair did not fall under warranty coverage.  
  
  However, based on your comments I spoke with Generac on March 7th about the situation, and waited a few days for a call back. Finally I was able to speak with Generac again today (March 13th), and in your case they are now willing to cover the cost of the carburetor (see attached email from Generac).   In light of this and any communication issues on our part,  Ive reduced your repair invoice to a bare minimum, also attached.
  
  Please call or text us and we can arrange delivery.
  
  

  Customer response

  03/20/2023

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  [You must provide details of why you are not satisfied with this resolution.  If you do not enter a reason for your rejection, your complaint will be closed as Answered.]
  
  Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
  
  FAQ
  
  Regards,

  ******

   

   

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