ComplaintsforPMAC Electrical

• Initial Complaint

  04/03/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We have a Generac generator that provides us with electric power duroing Hydro blackouts. It comes on automatically when we loose Hydro power, and turns itself off when Hydro comes back. It also turns itself on once a week, at a pre-determined time, in order to "exercise" as it is called. Once a week, therefore, it starts, runs for a few minutes, and shuts itself off autoatically. On February 8 "exercise day" it tried hard to start 5 times, but failed. It was very sluggish in its attempts and was unable to start. It displayed the message "overcrank, error 1100, call an authorized dealer". Next day I called Mr ********* at PMAC and asked him to investigate the problem. He came the following day, easily started it manually, checked oil and filter, and was leaving when I cought up with him. This was after he had been here approximately 5 minutes ! He told me that the machine was running well, and that "all was well". After he had left ,I realized that he had not had much time to even look at the "automatic" starting problem, and certainly not fixed it. I know he was here for only 5 minutes for I heard his truck arrive, put my boots on, and went right outside where I met him on his way home.. Soon after I received his email invoice for $200 plus tax. Since then, the generator has kept struggling with its automatic starts on exercise days, and on Feb. 29 it again completely failed to start and run. There is definitely something wrong with it.; My wife and I feel we still are unable to trust it to activate, if we loose Hydro power, the very reason we bought it. I contend that Mr. ********* came here to simply start the generator manually, something even I can do, do two or three unrelated things, and quickly leave. He contends that starting the generator manually is the same as it starting in automatic, which is clearly untrue.(quick, easy start as compared to slow, grinding, sluggish start - and some times NO start). He pretends he fixed the problem.

  Business response

  04/03/2024

  We were called to investigate the generator not starting at its weekly exercise interval and displaying an overcrank fault message. The client informed us that he tried to start the generator manually 5 times and that it failed each time displaying the overcrank fault message. Upon arrival walked to the backyard with my tool kit to where the generator is located over an icy pathway, once i made it to the generator i verified the fuel supply was not isolated. I attempted to open the generator and finding it locked i returned to my truck and got a set of keys to open the generator ,and then returned to the generator, this alone took more than the 5 minutes claimed by the complainant.

  I then visually inspected the battery and battery terminals, read the generator fault log, checked the air filter and throttle body, checked the oil level, visually inspected the fuel solenoid wires were connected, and attempted to start the generator, it did not start immediately but did start on the first crank cycle and ran well. I then stopped the generator and attempted another start, the generator again started and ran well. Since the generator was starting and running well, i returned it to automatic mode and relocked the access lid. As i was walking to put my tools in the truck and then inform the client that the generator was working fine, and there were no problems discovered, he came out, and we walked back to the generator so I could explain to him the situation with his generator. I re- opened the locked access cover and restarted the generator again, twice, for him to witness. We then agreed that i would leave and I advised if there were any further problems with the generator starting i would return free of charge to investigate. He was very agreeable and we walked back to my truck together. I put my tools in the truck said goodbye and drove away, as i was leaving we waved and smiled at teach other. We have a client base in excess of 500 individuals and we are not in business to play any games or pretend to do repairs. Once a start signal is initiated whether it is automatic, manual, or from the exercise timer, all the same components are in play, in makes no difference whatsoever, the motor either starts or it does not. I am a factory trained and authorized Generac dealer and service technician since 2012 in good standing.

  Customer response

  06/03/2024

  
  Complaint: 21376377
  
  I am rejecting this response because: He has several facts wrong. It was the GENERATOR that tried to start 5 times - not me.  I did not touch it. (as I told him by email)  The generator was not locked (actually immaterial, as so much of what he is saying). The facts remain: 1. He was at the generator for 5 minutes. Too little time to even start looking for the problem. 2. He checked oil and filter etc., all seemingly unrelated to the problem. 3. He did nothing with regards to investigating, identifying and hopefully fixing the "automatic" starting problem. It is automatic starting we need when Hydro goes out ! I had expected him to spend 45 minutes to an hour working on it. (there are several things mentioned in the manual that should be checked when automatic starting fails) He did not take the time. He claims that starting it manually shows that there is no problem. That is nonsense, for the problem continues. On Feb. 29, exercise day, it again did the same thing  -  cranked very slowly and hesitantly, 5 TIMES, with a few seconds between each attempt, and then gave up WITHOUT starting. So, should I call Mr. ********* and have him start it manually, spend 5 minutes here, and then charge me $200 for it? I think not.
  Sincerely,
  
  *** ********

  Business response

  14/03/2024

  The complainant is once again modifying his version of the events, and the timeline of the day we reponded to his call. I was on site for more than 34 minutes according to information from my smartphone There was no problem at all until he received the Invoice for the service call. The complaint has no basis for a complaint as we have made it clear that we would return free of charge if the same problem reoccurred. The complainant does not understand the operation of his generator neither does he understand the standard troubleshooting procedures. I was factory trained by Generac. We first became acquainted with the client more than year ago, when he complained in a similar way about another reputable company in the area. The complaint at the time was that his generator would not transfer during a power outage, we came out and performed a simulation and the generator did transfer as it should. We received another complaint and replaced the main controller at no charge, without having actually witnessing a failure, solely based on the clients complaints. We are of the opinion that the complainant is trying to get out of paying for our services. We do not appreciate him involving the ***. Normally we are somewhat flexible and open to working with clients regarding payment. In this case we intend to collect payment in full for this invoice and will employ all remedies at our disposal to do so.

  Customer response

  17/03/2024

  
  Complaint: 21376377
  
  I am rejecting this response because:  this man keeps insisting on getting paid for work he didn't do. I called him in to look into a specific problem. He didn't even try to look into that problem. And he keeps changing his story,

  the latest being that he found another 29 minutes that he now thinks he was here "working" (he never before objected when I stated he was here for 5 minutes - literally). But we have now paid him!  He became threatening, and

  for the small amount involved it wasn't worth carrying on. 

   

  I would like to thank the people of ***.  You are performing the great service of providing a forum  for the many victims of unfair pactices. It is sad to see how many people are taken advantage of.  It has come to a point where

  those who cheat feel it is their right and entitlement to do so.. Greed is such an ugly word but what else fits?

  Thanks again 

   

   

   

   

   

   

   

   

  
  Sincerely,
  
  *** ********

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