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:01/26/2024

  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.

  We experienced an issue with our Dirfy installed standby generator in December of 2023. The system would not reliably start during a power loss (~50% start rate).It took multiple calls and e-mails over the course of 2-weeks to even get a service response. We explained the issue to Dirfy and they indicated they would send someone out.The service tech arrived and simply confirmed the unit was running at that time (by sight alone). No diagnostic work was performed and no service work was performed. Total length of visit was less than 5-minutes and they charged us $225.We clearly explained that the problem was system reliability. The fact that the system was running at the time they arrived does not indicate the problem was solved and they did nothing to identify or fix the issue. We did not call them out to confirm the system was running at that moment (that was obvious without a service call), but instead to determine why the system would not reliably start every time.When we received the invoice for $225 we called to inquire about this Dirfy was not willing to adjust the service charge down, stating this was a flat rate for the first hour of service, whether the tech was on-site one hour or one minute. We attempted to explain that no service work or diagnostics was done to the system but they were unwilling to rectify the situation in any way.

  Business Response

  Date: 02/02/2024

  Better Business Bureau Complaint
  Regarding:  ***** & *********************
  86 ******* Pond Rd
  ****************
  
  1/4/2024 The owner of DIRFY Generators received a message that *********************** had posted on a local ******** page inquiring if DIRFY Generators was still in business.  Someone replied to her on that page that Yes they are still in business and that her comment included that she would be forwarding to the owner of the company, as she knows him. 
  
  1/5/2024 ************* sent ****** information by email to the office so that she would be contacted by the office staff. 
  
  Our office Staff responded immediately once we received this information. 
  
  1/5/2024 ***** called ***** who stated that to save on propane during the storm they manually shut the generator off.  They messed around with it a little and now it will not come back on.  ***** stated that the generator was currently not working.   
  ***** gave the information to ****** who schedules Service Appointments.  
  
  1/5/2024 ****** added this service appointment to a technician's schedule for the same day as the office received the information.  This added an additional hour travel time, round trip, to the technician's full schedule Friday, 1/5 (same day as we received the request). 
  
  Upon researching this customer it was found:
  ********************** was installed in 2015
  We have no record of any annual maintenance or service appointment
  
  1/5/2024 When the Technician arrived at the Schells residence he found:
  The green light was on and generator Was Running
  Technician turned the generator off and did test it in manual mode and then tested it again in auto mode.
  Generator was in working order, which he left running due to the power outage
  Technician stated that he went to the door, however no one answered but there was a Jeep in the *********************/5/2024 ***** (DIRFY Office) called and spoke to ********************* with the update that the generator
  was up and running.  ***** stated that the Technician had knocked on the door but there was no answer however there was a jeep in the yard.  **** replied that no one was home and the jeep is an extra vehicle.
  
  Please note:
  DIRFY Generators office telephone number has never changed
  DIFRY Generators currently advertises in many local papers
  DIRFY Generators currently runs many advertisements on television
  
  When this appointment was confirmed, the customer stated they would be home
  ************** did knock on the door, received no answer
  When Office Staff spoke with **************** he stated he was not home
  
  1/18/24 Invoice for the Service Appointment was mailed to the customer. 
  Our standard Service Appointment Fee is $225 which covers the technicians travel and first hour of being on site.  There is a different per hour fee if the appointment is longer than one hour. 
  This is the standard service fee for all service appointments during regular business hours. 
  
  1/26/24 ***** called, left a message: I would like to speak with someone about a bill we got in the mail.
  
  1/26/24 ***** called; spoke with ***** who stated she called asking about the bill they received.  They said that the tech wasn't there for more than five minutes and no work needed to be done and that we still charged them. 
  ***** explained that it was a service call and that is what we charge whether we are there for ten minutes or an hour.  We had to send someone out so we have to charge them our service rate.  
  ***** replied:  She said she would let her husband know.

• Initial Complaint

  Date:06/04/2023

  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.

  We purchased a ****** and ******** generator from Dirfy on 9/17/2022.... Shortly thereafter generator was installed and their electrician installed a transfer switch box beside the circuit breaker panel in the cellar..... The problem was initiated because the electrition failed to mark any of circuit breakers resulting in the water pump motor burning out when we shut the house down in December because the transfer switch for the pump was left on the whole winter.... No one ever explained this to me, nor was anything labeled on the transfer switch panel... In addition electricity usage jumped by a $100.00 each month until the Dirfy technician turned it.... I made a call to the Dirfy office in the last week in January 2023 and requested a technician look at my suspected problem.... ********** girl *** blew me off and requested I call CMP.... I called Dirfy for a resolution to the excess usage of power, and not CMP, *** keeps telling me her technician wasn't able to come immediately which I understood.... In short I paid $10,000.00 for this generator, and in return received a burnt out water pump motor $2,000.00 and excess electricity usage totally $500.00.... I am requesting full restitution of $2500.00.....

  Business Response

  Date: 06/13/2023

  Regarding Complaint #******** from ***********************************:  
  Please note that we had been in touch with *********************************** prior to his sending in his concerns to the BBB.   
  We are currently in the process of investigating his claims and are awaiting more information from *************************** 
  Once this is received it will be reviewed and some of it may need to be sent to the manufacturer.  
  Thank you, 

  Pat at DIRFY Generators.