Complaints

• Initial Complaint

  07/20/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  On 20 Sep 21, I signed a contract with Adam Johnke/A.S.H Electrical Services to purchase and install a 32KW Generac Generator. I was told that due to the microchip backlog, the generator would be delivered/installed in Mar, 22. I mailed Mr. Johnke down payment check for $10,000 and received an invoice dated 27 Sep 21 to reflect the deposit received and balance due. On 10 Mar 22, I emailed Mr. Johnke (his preferred method of communicating with me) for an update on the delivery. He emailed back on 14 Mar, and said the shipment was postponed, and due to be shipped to him on 23 Jun 22. On 06 Jul, I emailed Mr. Johnke again and asked for an update. He telephoned on 07 Jul, and stated a shipment date in Aug, 2022. I told Mr. Johnke that this was unacceptable and that I wanted to cancel the order and receive a refund of my deposit. He stated that I would have to pay a $500.00 cancellation fee. I stated that I would do that. Mr. Johnke stated that it would take a few days to receive that balance of my deposit via mail. I agreed and asked that he telephone me to let me know that the check was in the mail. Today is 20 Jul, and still no telephone call or check. Additionally, Mr. Johnke stated that he would contact a Propane Tank installer that he worked with to contact me on installation of a required tank. On at least two occasions, I asked Mr. Johnke to have the installer contact me. There was no contact made. Mr. Johnke never proactively kept me informed on the status of the generator; I had to ask him. I don't believe that Mr. Jonhke has conducted business in good faith. There are two relationships between a business and it's customers; a contractual agreement and trust. I no longer trust Mr. Johnke. If this BBB complaint does not resolve this issue, I plan to take legal action against him to recover my deposit. Thank You. ***** ******.

  

  Business response

  08/15/2022

  Business Response /* (1000, 8, 2022/08/02) */ I find myself in the unfortunate circumstance of having to defend both my reputation as well as that of my company simply due to one individuals impatience. As most, if not all of my customers are aware up until recently Generac generators have been in very high demand in most cases 1 year or more out. Mr. ****** did in fact place the order on the date stated, at that time i anticipated delivery during the month of March. March arrived and due to supply chain difficulties i learned, through countless conversations and email exchanges that at this time, NOT at the time of ordering, Generac had extended delivery times for many liquid cooled generators due to parts unavailability. This information was communicated to Mr. ******. As co-owner of A.S.H. Electrical Services, LLC I have never stated to a customer email was my only form of communication, contrary to that statement, I have hundreds of customers who phone me regularly even after hours and on weekends should an issue arise. Most Generac dealers are in the same position as A.S.H. Electrical Services and are held at the mercy of Generac. We are not assembling generators in our garages, we are eagerly awaiting delivery of product for our customers. At any rate, Generac subsequently pushed delivery date to late August/September for Mr. ****** unit. After waiting right at 10 months Mr. ****** decided one more month was unbearable and requested a refund. I explained there was a cancellation policy and would refund his deposit. I further explained deposit would be mailed upon successful cancellation of his order through Generac not "in a few days". Obviously the timeline set by Generac in communicating successful cancellation coupled with the timeliness of issuing refund did not agree with Mr. ******. Most of my liquid cooled customers have waited 1 year or more for their unit to arrive and be installed. Yes, there is a bit of heartburn understandably however upon installation we have yet to hear of an unhappy client. Mr. ****** has been refunded his money. At this time i am uncertain as to why he has attacked both me and my company, possibly he felt my work in making a site visit, preparing a proposal, submitting an order and then subsequently cancelling should have been performed for free. I am both disheartened and disgusted at the remarks levied against me in the complaint. A.S.H. Electrical Services takes pride in customer service, quality of work and service after the sale and our many satisfied customers speak for themselves as to our integrity. Lastly, it is written in ALL contracts A.S.H. Electrical Services does NOT perform propane or natural gas services as we are not licensed within the state of Texas to do so. I will make a recommendation yet it stops there. I found it odd Mr. ****** found me at fault as well for not being contacted by a totally separate entity which handles its own business affairs. I remain quite busy with A.S.H. Electrical without trying to run other peoples business. It is unfortunate Mr. ****** is left with a sour taste in his mouth as it relates to this issue. The refund has been issued and I consider this matter closed. Contract, deposit, as well as cancelled refund check are available if necessary. Consumer Response /* (3000, 10, 2022/08/04) */ I have received my refund on the deposit from the vendor, on 29 July, 2022. I hereby request that the case be closed, under satisfactory results. Thank you for your intervention. Respectfully, ***** L. ******

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩