Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

• Initial Complaint

  Date:06/17/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My family purchased a generac water cooled 25kw generator in March 2020
  from a different company. It was installed in June 2020 starting the 5
  year warranty from. We started having issues with its coolant leaking
  down causing the generator to shut off in 2023. I would just add coolant
  back to get it running again. We contacted Current Electeric in January
  2024 to come out to find and fix the problem. We got them to come out
  to service the the middle of Febuary 2024. They charge $298.00 every
  time as a service charge just to come to your house. First charge was
  for 2 service calls radiator hose and some coolant Feb. 13, 2024 for
  $743.48. Another service on March 20, 2024 for $625.55. And on March 04,
  2025 their service manager came out with some dye to put in the
  radiator to try and find out where the leak was but to no luck ! A
  radiator is a closed system that recirculates unless there's a leak.
  Current Electric never really seemed dedicated to find out the problem,
  just for us to call if there was any more trouble. The service manager
  said they could run a pressure test to try and find the leak. Why didn't
  they already do the dye and pressure test already in the beginning
  instead of just putting on a radiator hose ? The coolant is probably
  leaking into the motor I told the service manager if there wasn't any
  leak seen outside the motor. He said that could be the problem.I called
  current electric and
  generator service to get them to come back and find and fix the problem
  that my warranty was running out. Their reply, " We no longer service
  the Collinsville area". I told them that it's been documented that
  they've been paid to find and fix this problem since Feb 2024 . They
  said, sounds like your unhappy with our service, you could always check
  with another service company to come out and look at the generator". I
  told them, " If I go to a different company, my warranty will be nlvoid
  because going to a new company will be restarting my issue all over
  again.

  

  Business Response

  Date: 06/19/2025

  BBB Response from Current Electrical Regarding Complaint #23480923
  

  Thank you for the opportunity to respond to this complaint.
  
  We understand the customer’s frustration and appreciate the chance to clarify the services we provided, as well as the warranty limitations and our commitment to transparency throughout the process.

  First and foremost, Current Electrical did not install the customer’s generator. The unit in question—a Generac 25kW liquid-cooled generator—was installed by another company in June 2020. Our first interaction with this unit occurred in March 2023, when the customer contacted us to troubleshoot an ongoing coolant issue.

  Timeline of Service:
  March 28, 2023: Our technician responded to a service request and found corrosion on a black iron "T" fitting in the generator's cooling system. Upon removing the part, we observed significant contamination in the coolant. The system was flushed, and Generac Technical Support advised that improper coolant—possibly topped off with tap water—may have contributed to the corrosion. No active leaks were found. The customer was charged our standard $298 first-time service fee, which includes inspection and the first hour of labor.
  March 6, 2024: The customer reported similar coolant issues. We dispatched the same technician to ensure continuity. At this visit, we identified and replaced a lower radiator hose and the black iron "T" fitting. Two gallons of coolant were added, and the system was retested. The total charge was $743.48, which included diagnostic labor and parts.
  February 24, 2025: The customer again contacted us for a recurrence of the issue. We returned and spent over an hour inspecting the unit. The coolant level appeared normal, and no visible leaks were found during this visit. The customer was charged our standard $298 hourly rate for larger units.
  March 27, 2025: Our Service Manager personally returned to the site with a UV dye kit and vacuum tester to perform a more advanced diagnostic. No leak was detected during this visit. As a gesture of good faith, we did not charge the customer for this appointment.
  

  Warranty Information:
  The customer’s unit is covered under a manufacturer-issued warranty from Generac, which began 11/02/2020 and ends 11/02/2025. This warranty includes:
  3 years parts
  2 years labor
  2 years travel
  5 years for engine and alternator
  The warranty does not cover general service labor, diagnostics, or non-covered parts such as fittings and hoses. These costs were appropriately billed. Importantly, any authorized Generac dealer—not just Current Electrical—can service the unit under warranty.
  

  Regarding Service Availability:
  As of early 2025, Current Electrical reassessed its service radius and no longer provides routine service in the Collinsville, AL area due to technician coverage limits. We explained this to the customer and encouraged them to seek service through another authorized Generac provider.
  Additionally, because the customer expressed dissatisfaction with our prior visits, we also recommended they reach back out to the original installer of the unit, who may be better positioned to assess any installation-related factors.
  We also assured the customer that seeking a second opinion or switching service providers would not void the warranty, which is tied to the unit and its installation date—not to one specific service provider.
  

  Summary:
  Throughout this multi-year service history, Current Electrical has:
  Responded promptly to each request
  Used certified technicians familiar with the customer’s case
  Provided advanced diagnostics including dye and vacuum testing
  Waived charges for the final visit
  Offered transparent explanations of warranty terms
  Encouraged the customer to seek a second opinion with no risk to their warranty
  We believe we have acted in good faith and provided reasonable, professional service to diagnose and assist with the customer’s concerns. While we regret the customer is dissatisfied, we stand by the integrity of the work performed and the clear communication given at every step.
  

  Sincerely,
  The Current Electrical Team
  256-880-1880
  [email protected]