Complaints

• Initial Complaint

  08/02/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Aaron Electric installed a home emergency generator for me on 10/13/22. The unit has not & does not function properly. It frequently does not start (ie, failed after 6 attempts this afternoon). I have been told that the natural gas supply pressure is less than that required by the generator (2oz vs 2#; 16 times greater pressure is believed needed by *********** - the gas supplier). I expected the unit to run properly for a significant time (years, not months) after it was installed. I understood that if a meter upgrade was needed; then Aaron's Electric would get that done as part of the quoted price (same as 2 other bidders). I have not heard from Aaron Electric about contact they were supposed to have had w/*********** when the generator was installed. I was told last week that Aaron's cannot get in contact with the plumber they used; and, that they will get another plumber to handle resolving this problem . Basis concerns about timing and potential storms, I have requested and paid *********** for the meter upgrade that must be done to get the unit to function properly. I am awaiting **** response to get this work done. I am also concerned that, w/o at least Aaron Electric's cooperation, *********** may not work with me to get this work done (ASAP). I also have concern that after the meter upgrade is done, work needed to assure the unit gets the gas supply it needs may not get done by Aaron's Electric.

  

  Business response

  08/08/2022

  We have done everything along the way to make this customer happy and to get the problem with his generator resolved. When we did the start up on his unit (the generator) everything ran fine. 

  Our quote does not state we will pay for him to get a meter upgrade. I think charging a customer $750 like the other companies were going to do is unethical and overcharging the customer. also, I have never heard of a 2oz meter before, only 4oz or 6oz. Then it jumps up to a 2lb meter. I don't think its fair for someone to assume because another company was going to complete apart of the project that we would. 

  The customer has heard from us and every time he reaches out we respond and do so in a timely manner. When we heard about the problem we had a guy out the following day. Within a week we got a plumber out to check all connections for prep of new meter that we found out that was going to be required on or around 7/27. On August 1st I got an email from Dan **** saying the generator ran but only after 6 tries to start. I responded by email wednesday 8/3 letting him know that if we are working on getting a plumber to his house. I have called three plumbers before i found someone that could respond asap. on 8/4 we got a company over to check everything and prep for new upgraded meter. we are in now a waiting period for meter to be installed. 

  We did not have in our contract that we would pay for him to have a new gas meter if needed. however, i told Mr **** after the fact that we would pay for it since there was some miscommunication going on. 

   

  I have told Mr **** and have shown him on several occaisions we would do whatever it takes to get this resolved. We have even gone out to help with generator (like turning switches back on) that's not even part of warranty issues

   

   

  Customer response

  08/18/2022

  AE improperly installed the gas line to the generator they installed last October (from the gas meter to the unit) & has had to re-install that line [correctly: right material (not poly-pipe), w/tracer line, w/vent, w/properly aligned fittings].

  My yard was severely damaged by AE's contractors for both the initial & 2nd line installation.  AE did reimburse me for the large expense to repair my yard from the first installation.  I have communicated a desire for AE to 'make right' the damage done during the recent 2nd installation & they have stated they will.  I assume that means they will again reimburse me for landscape work required to repair the damage.

  There is clear evidence that supply line installations were not inspected during or after the installations (either the 1st or the 2nd) both in terms of the legality of the installation (permitting requirements) & damage done to my property during those installations.  

  AE has told me I should not need a meter upgrade.  Information from *********** Gas Company & all other competent generator suppliers clearly states that the upgrade is needed to properly run the generator AND not cause damage to other appliances/equipment that use the same gas supply.

  AE has said they have responded 'properly' (ie, in a timely, sufficient manner) to all my requests.  I have much evidence that this has not happened - eg, maintenance contract, remote monitoring, etc.  AE has responded after I've gotten the BBB involved. 

  AE has stated they came out to help get my generator working/started/reset and that was something they did not have to do.  I expect things I purchase to work properly after they are installed.  AE has recently said that they will come out and 'set things straight' once the meter upgrade required is accomplished & I contact them.

  
  I paid AE promptly after they installed my unit last October.  It has not and still does not work properly.  I have great concern that AE will continue to not cooperate in getting my unit to work properly w/o the involvement of the BBB.

  
  I have spent MANY hours dealing with AE trying to resolve all the issues with their installation of my generator.  I much evidence of that expenditure of time.
  

  I would like to keep this complaint open until the generator I purchased starts & runs properly for an extended period of time.

   

   

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