Business ProfileforChamberlin Electric

I ordered a Generac Propane generator from Lowes. Lowes then contracts Chamberlin to handle the install. I fully paid for the unit on 11/2/23. I was told in an email from Lowe's that Chamberlin would reach out to me within 3 business days to schedule my install. This never happened. Around 12/20/23 I reached out to Lowe's to begin to question my install date. I had numerous back and forth calls from Lowe's and myself trying to get an install date. Finally my partner directly contacted Chamberlin. The customer service is lacking for sure. We had to have the gas company come out and do a site survey, we also had to have a site survey done by Chamberlin. This took more time to coordinate. With multiple emails and calls back and forth. My contract with Lowe's was supposed to be filled by the end of December. Finally an install date was given for 2/14/24. We had to coordinate the gas company to be there at 8am for the install with the Chamberlin installers. My partner took the day off of work to be there for the install. We were told we would not have power for up to 5 hours. At 8am the Gas company showed up, Chamberlin did not show up until after 9am. They literally just placed the generator and left. We did not get it installed, and we did not need the gas company there. So we reached out again wondering when this would finally happen. Then next Wednesday they scheduled the install again. Again the gas company had to come and my partner took the day off work. Finally it was installed on 2/21/24. This was the worst purchase of my life. I will never do, or recommend doing business with either of these companies in the future. Lowes basically told me too bad when I called to complain to them about my experience. I want compensation for my partners missed day, and for the cost of the gas install that was cancelled. I am happy to have my generator, but my recommendation would be to contact an independent company.

We are so sorry to hear that your experience with our company has not met your expectations. Customer satisfaction is our top priority, and we are truly sorry if you feel that wasn't demonstrated to you. As you stated, you purchased your generator through Lowes. At the time of your purchase, we were on a 3 month time frame for new installs. Your job was received and completed within this 3 month time period. Lowes was aware of the timeframe and should have set realistic expectations for your installation. Unfortunately, this is something beyond our control and should be discussed with Lowes. With regard to your actual installation and the gas company –The “set & trench” portion of the install was scheduled and explained to your partner. We do apologize if there was any confusion or misunderstanding but please know that Chamberlin did not request your partner or the gas company be present. In closing, while we'd love the opportunity to regain your trust, we understand how frustrated you must be. Our deepest apologies for any inconvenience we have caused you. We wish you all the best in the future. Please let us know if you have any additional questions, concerns, or comments, or if we may be of assistance at any point in the future. Best Regards, Richard C********* Jr.