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:10/09/2024

  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.

  On Monday, September 23, 2023, ***** Boardman from Boardman Generators **** came to my house to service my propane generator, which was not running properly. Rather than doing any safety checks, he speculated as to the cause of the problem and replaced a part. After the replacement, the generator was still not running properly. Rather than do a safety check on the propane, he continued to run the generator and it caught on fire and became unusable. He then found that there was a propane leak. After inspection by the ***************, I was told that the propane regulator owned by the *************** was faulty. My homeowner's insurance company denied my claim because they said Boardman Generators should have done a safety check prior to running the generator. There was nothing wrong with the generator, the problem was with the regulator (a part owned by the ***************). ***** Boardman turned a working generator with a propane problem into an unusable generator through his negligence. He then proceeded to bill me $550 for his "service call" and did not offer to replace the generator that he ruined.

  Business Response

  Date: 10/09/2024

   the engine did not run right when i arrived. the signs of running rough was pointing to a spark issues or a plug air filter. i removed the air filter and found nothing. i then removed the spark plug to check its condition. found nothing so i reinstalled spark plug. i started the generator again and it ran fine.  it was working as it should so i decided to shut off and change out spark plug to see if anything changes. installed new spark plug and restarted unit. generator was running rough again so i decided to put old spark plug back in to see if anything changes. generator still was running rough with old spark plug in unit. i moved spark plug wire around to see if i could get the unit to run smooth again. no luck engine still ran rough. this is a single cylinder engine can the plug wire and ignition coil are one piece. the coil and wire fail all the time on these generators. i talked to customer and told her i was going to see if the place where she bought the generator had a coil and i would replace it then but if they did not have it i would have to order and come back to install. she was good with that. i went to place where she bought generator, and they did not have one so i was going to have to order. i txted customer i told her i have to order and return. this was on a Wednesday. i drove 45 mins each way and was at her house and to where she bought unit was a total of 11/2 hours. i charge ****** dollars a hour but still only charged her ****** total. the coil was 61.76  i order for her. i returned on the following Monday to install part. she was happy i was coming back so fast . went to the house and installed part .  now i want everyone to know this generator sits outside in a plastic garbage can storge bin right next to the house under a window and the door does not shut right i had ****** her the mouse nest tha was in side before i begain anothing. this whole set up is against code! so now back to the generator. i put the new coil in and started the generator the generator started and was still running rough. as was standing there i could smell something starting to burn ! i looked around and show flames in the generator end where it produces power . i shut generator of shut gas valve inside generator of and ran to the gas tank and shut off than i ran to my truck to get fire extinguisher. i sprayed in the generator end to make sure the fire was out. i tried to call **** with no luck so i texted her. she called in like 5 mins and told her what happen and to call the gas company. she called but they would not be there till the next day. i told her she would not be able to cook because i shut the gas off for safety. when i shut the gas off at the tank i could smell gas. so i turn gas back on and could her is running aka a leak . i shut gas off and went and got my soap and water mix. i found leak at the tank and sent **** a video. she had a delivery in July she said and now she only has 40 percent in her tank. that's a big leak. again i called her and explained what happened and she was fine. gas company came out fixed her leak and found a bad regulator.   the fire in the generator end was caused by either a mouse nest or they chewed wires.  2 the generator running rough may or may not have been the coil and could have been the gas regulator, but the fire was caused by mouse or it shorted out part which happens on generators. if she was unhappy with me why did she want a price to replace the unit. she only got mad when i sent a bill for what i have done. i wanted to be paid for what i have done. i did not get the chance to explain to her that i would not install a new when until it was brought up to code. i have been doing this for 4 years and this is the first time this has happened. i have 100s of very happy customers with me. And something everyone does not know is i worked in oil and propane business for 16 years and a fire chief for 5 years and  34 years of service!!!!! i am very well know and to have a complaint like this filed against me is a slap in the face all because she did not keep the mice out of the unit. what if i did not go and she ran the generator and the generator end started a fire when she was inside her house! With it inside a plastic bin and that close to the house who knows what would have happened.  i have text messages and viedo of the leak if anyone wants them. thank you 

  Customer Answer

  Date: 10/11/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  When I found out that my generator caught on fire and was unusable, I did not have all of the information. After the incident, I found out from my propane company that the propane regulator was faulty and the technician said that definitely would have caused the generator to run roughly because of the uneven flow of propane and could have caused the fire. The technician from the heating company that services the furnace in my home told me the same thing. My homeowner's insurance denied my claim citing faulty workmanship on the part of Boardman Generators because ***** did not do a safety check of the propane prior to running the generator. If I had hired a different generator company, the propane issue would most likely have been discovered and then I would have a working generator. Knowing what I know now, I would not have asked ***** for a price for a new generator. Also, ***** never mentioned any of the safety concerns he cited about my generator until after I told him that I was shocked that he was billing me for setting my generator on fire. Furthermore, he texted me an angry message along with a screenshot of a post I had made on a local ******** *********** asking for recommendations for generator servicing as some sort of proof that this was not his fault. This was unsettling and felt like cyber stalking. My generator was not running correctly because of the faulty propane regulator, not the generator itself. I did not know that at the time, however, and that is why I was seeking the advice of a professional. It was unfortunate for me that I asked Boardman Generators to service my generator because his faulty workmanship (as my homeowner's insurance called it) led to my generator catching on fire.

   

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

  
  Sincerely,
  
  **** *****
  
  
  
  
   
  

  Business Response

  Date: 10/22/2024

  My final response to the complaint from **** ****** there is another side to this incident.  The generator in question is a portable generator mounted inside a plastic enclosure possibly a trash can holder and hard plumbed to propane.  When we come to service a generator we do not touch the propane unless our diagnosis of the problem points us in that direction.  If a propane odor is detected,then it is addressed immediately with the owner and propane company.  There is no safety check routinely performed for propane other than not smelling propane.  
  Now let's break a generator down into two halves, the engine half and the power generation half (which generates the electricity).  When the generator is running rough,skipping, surging, etc. it is generally related to the engine side.  When the power output is not consistent as measured from the power going to the home, you look for the problem in the power generation side.  The generator in question was running rough and I worked on the engine side to address that.  I then traveled to the local dealer to look for the part which they did not have.  I advised *** ***** that I would order the part and return to install it at a later date.
  Upon my second visit, the part was to be installed and when I started the generator, I smelled something burning and observed a fire in the power generation side of the unit, not an area I had worked on.  There could have been any number of causes for the fire, mice nest, mice chewed up some wires, etc.  I just happened to be present when the fire started and was able to extinguish it with my fire extinguisher and shut the propane off.   Upon shutting the propane supply down, I noted that there was a propane leak. Through all of my dealings and notifying *** ****** she was cordial and thankful of the above, even asking me to provide her with an estimate for a new generator. 
  It is unfortunate that she feels I am at fault.  Even her propane technician feels the gas leak is what caused the fire.    It is also unfortunate that this matter will probably not get resolved to everyones satisfaction.  Since I started this business, I have had a few customers complain about their bill.  I get it, I am not always happy when I get a bill, its a sign of the times.  We have never had anyone complain about our workmanship, that is what is most important to me when I go to sleep at night