Complaints

• Initial Complaint

  08/21/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Paid for 1 yr service contract for generator. Effective 4/1/24. Unit failed in early July. Could not obtain service in a reasonable time frame. Alt. service provider determined unit not economic to repair. Purchased new generator from alt supplier. I have requested a refund of approx half of the service contract cost. Have received no reply after three attempts.

  Business response

  08/23/2024

  There will be no refund!

  Mr ***** has a Maintenance Contract for his generator. This contract is very simple, we check the operation and take load measurements and visual inspection twice a year. This is to insure the Generator is running to manufactures specifications and will carry load as needed. The fact that Mr. ***** changed his generator doesn't affect this contract. Mr. ***** still owns a generator with an anniversary and paid to date of 09Apr25. We did maintenance on his generator 12Jun24 and replaced the battery. We will be doing maintenance again between Nov-Dec2024 approx. **************** not wish to take part in this maintenance inspection so be it. This Maintenance inspection will be available to him till 09Apr25
  

  The above Maintenance Contract is not to be confused with Service Repair Contract. Mr. ***** doesn't have a Service REPAIR Contract tagged to a specific generator with model and serial numbers. We don't offer Service Repair Contracts on residential equipment.
  

  Customer response

  08/23/2024

   
  Complaint: 22140967
  
  I am rejecting this response because:
  The maint. Contract specify  2 visits. I have received only 1. The generator sold to me was not economically repairable. Since Keys Power could not or would not provide service in a time!y manner, I had to contact another vendor who checked the unit and found it not worth fixing. I proceed to purchase a new generator. Since only 1/2 of the contract was fulfilled, I believe I am owed a refund. I fail to see how I would be able to take advantage of the "generous" offer of a second maint. visit since the unit covered by the agreement is gone. I am sure that ****** allrefusal to refund the unused portion stems from losing the sale of a new generator to another supplier. Unfortunately his own poor business practice led to this point. Furthermore I do not understand his statement about a service contract vs a maintenance contract. What difference does it make. Bottom line I paid up front for services that I did not receive.

   

   

  
  Sincerely,
  
  *** ****

  Business response

  09/04/2024

  We made it very clear. Mr ***** has a standing contract for generator maintenance.

  Our next scheduled maintenance visit will be sometime between Nov-Dec2024.

  Mr. ***** will be advised 1-2 days before service. Should he not want the service so be it.

  Should Mr ***** need service before that we will respond. Considering the issues we are facing a Credit
  Card will need to be posted before repair service can be obtained. We will offer service till the end of the current contract.

  Should Mr. ***** wish to reinstate his Maintenance Contract the current fee will be $875.00
  

  Customer response

  09/05/2024

   
  Complaint: 22140967
  
  I am rejecting this response because:Once again I will state the facts. My generator failed during its weekly exercise. I contacted ****. He gave me a date that a tech would stop by. The tech was a no show. I contacted **** again. I was given a 'next week for sure'. The week went by and again no show, no call. I called again. I was given a vague response and an indication that the tech was a third party and not an employee. This is now over two weeks since the generator failed. In frustration I reached out to another generator provider. They sent a tech the next day. Although the unit was repairable, the cost was high and I would be left with a new part on a 10 yr old unit. I made the decision to purchase a new generator from this supplier. Two weeks after this I received a call from this third party tech (4 weeks after the initial call!). I then reached out to **** looking for a partial refund on the contract. I tried phone, text and e-mail. I received no response. I then filed my complaint.

  **** claims to be a sales and service company. He obviously can no longer provide service except thru 3rd parties.

  The contract called for two visits. I received one. The generator that was covered under the contract no longer exists. Therefore the offer of the second visit at the end of the year is not valid. Why would I want **** servicing someone else's equipment? He seeming cannot provide servicing on equipment he has sold.

  I do not feel that asking for a refund on the unused portion of the contract is unreasonable. 

  Apparently **** feels entitled to be paid for doing nothing. With the lack of in-house service capability perhaps his business is doing poorly and he feels the need to cheat customers.

  I would advise anyone asking me about this company to avoid it as it seems to be less then reputable when dealing with customers.

   

   

   

   

  
  
  Sincerely,
  
  *** *****

  Customer response

  10/01/2024

  I cannot believe that you accept that the business "has addressed the complaint". Apparently **** has trouble understanding the issue. The generator he supplied is no longer in service. Therefore his offer of providing a second service as per the agreement means nothing. The replacement generator was provided by another firm. There is no reason for him to provide service on equipment he has not provided. Why he insists on holding onto money he has not earned nor deserves. **** has acted poorly in the face of losing the sale of a new generator. If he wants to run a deceptive business and needs to s**** customers out of refunding for services not performed - so be it. The universe has a way of evening these things out. I can only hope he loses more customers due to his unfair practices.

   

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