ComplaintsforAustin Generator Service

• Initial Complaint

  04/10/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Contacted Generac and was given the name of local authorize service through Austin generator. Called October 1, 2022 to schedule a service appointment which was quoted for 3-4 weeks from date of contact. Contacted by service by text message the following day and told appointment was now 6-8 weeks out. Tried to contact service on February 1, 2023 to find out why 15 weeks later we had not had service but no response. Contacted the main number on April 10, 2023 again to question why no one had come and told that they would not service us since we did not purchase from them. They wasted nearly 6 months of our time out of sheer greed as clearly they are more interested in selling you a high dollar generator then providing service to anyone else. Was directed to service manager who claimed that an estimate e-mail was supposed to have been sent but no such ever received email was ever received. They also record the phone calls and he refused to go back and listen to the original call.

  Business response

  04/21/2023

  Unfortunately, my team did have some challenges during this period including some personnel turn-over and exceptionally high service call volume. As the owner, I strive to provide great experinces for all of our customers and I lead my team to do the same. While one factor in our decision process includes whether we sold the generator, this is not the primary factor. There are limitations to what we are able to do and who we are able to serve, primarily due to our limited number of Technicians. We simply are unable to meet the needs of every customer that calls. In this case, we should have notifed this customer in the beginning of these limitations and advised him to search elsewhere for another Dealer. Our objective to make sure that those we do serve have exceptional experiences. Again, it is unfortunate my team kept this conversation going longer than needed and I take responsibility for this poor customer experience. We are unable to offer any solution at this time for the reasons stated above and hope he has been able to locate another Dealer to meet his needs.    

  Customer response

  04/21/2023

  Complaint: 19920078
  
  I am rejecting this response because:

  The business has every ability to rectify the solution but chooses not to as they are focusing on financial benefit for themselves with regard to selling a new generator rather than servicing old ones despite agreeing to do so and making us wait 6 months for them to show up.  It would take a service take a few hours to resolve this matter.
  
  Regards,
  
  *********************

  Business response

  04/21/2023

  We have no further response. This is not a customer since weve never done business with them. There is no remedy of any workmanship, warranty or service required. We elect not to provide service. Please close this complaint, they do not have any furthers legitimate complaint since they are not our customer. 

*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. ↩