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:07/12/2024

  Type:Product 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.

  Posted my review of this company on ******. There was an appropriate response to my review. Per the company's response, they stated that I could contact them directly to address any further concerns or assist me; however, when I called, the operations manager called me back and told me that they no longer wished to provide service per the service agreement that we had and that he would refund the cost of that service agreement (which I believe was $595 for the year). I agreed and he texted that I could find some other companies that may help me to service our generator. Hours later, the operations manager called and threatened me that his attorneys were going to contact me because my review was inaccurate. I then hung up and did not take any further calls from him. The most frustrating part of this whole ordeal is that they never came and evaluated my generator because of the error code 1902 and assumed they already knew what was wrong with the generator. When I contacted Generac directly, they said this was not standard protocol because error 1902 covers a wide range of possible errors, some of which may require specialized ordered parts to fix while others may be fixed by a trained technician. One generac person I spoke to even noted that this error was showing a lot with this particular storm due to over use of the gas grid and that others had this error from lack of natural gas supply to their generator. If the company had simply come and evaluated the generator and discovered it was not able to be fixed in that moment, I would have moved on and been satisfied that at least a professional had evaluated it. What I would like from the company is an apology from the operations manager. I would like a pro-rated refund for the service agreement as they did monitor my generator for a little over 9 months.

  Business Response

  Date: 07/15/2024

  Unfortunately, Mr. **** is correct, we will not work with him any further. We did not ask him in our review response to contact us. We stated that if there was anything we can do to further address his concerns to contact us. Unfortunately, when I responded to that review, I was unaware that he had already caused enough distress to the office and management, that they no longer want to work with him.

  When he contacts us, he is belligerent (using foul language, calling people names, and calling constantly from various phone numbers). He is also not looking for assistance, he wants different answers than what have already been given to him. We have provided him with the information he needs, however he would not accept the course of action we had laid out for him, therefore we consider this matter closed.

  He is no longer welcome to contact our office.

  Thank you!

• Initial Complaint

  Date:09/22/2023

  Type:Product 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.

  Installed a home generator about a year ago. The job lasted much longer than promised. They would leave and be gone for several days/weeks. They had promised an easy installation a few days. The yard was dug up in several areas and is still a mess to this day. Aside from all that they broke on more than one occasion several irrigation pipes and heads. They promised at the time they would take care of the damage. They asked me to get someone out and they would reimburse me. Once the job was finished, instead of reimbursing me, the offered me a free maintenance plan at the time valued at $495. My repairs were just above 500. I agreed since I had planned to pay for that plan in the beginning. Fast forward to this month, I called because my system required maintenance. They inform me they no longer service my area, and I would need to find someone else. I asked about my plan in which they gave me as reimbursement for the damaged they caused. After some back and forth they only agreed to refund me by check 295. 200 hundred short of what we agreed upon. I pleaded my case that in essence they were reneging on the agreement. They did not listen to reason but instead use the opportunity to not pay what they agreed on.

  Business Response

  Date: 09/26/2023

  There are several issues with this complaint.

  First, I believe this complaint should be directed to a San Antonio BBB because that is where the service was provided. Our office address there was located in the north-western part of San Antonio and we can provide the address if needed.

  Second, this customer purchased this from Lowes, and did not purchase from us, therefore are not a direct customer of Collaborative Services.

  Third, this was handled by our San Antonio office under the Generac dealer # **********, and unfortunately, we have closed that office.

  Fourth, the price the customer is quoting ($495) is a bundled cost of 1 year of Monitoring AND Maintenance. Our bundle includes a few things and only 1 of those things is an oil change. We provided monitoring and the other agreed upon services, but unfortunately, as stated, we are no longer in the San Antonio area and cannot provide an oil change. Our company charges customers $295 for an oil change without the bundle.

  This customer has received our check for $295, but now wants to be reimbursed for the past year's worth of monitoring, but we have already provided that service.

  This customer was a customer of Lowes, not a direct customer of Collaborative Services. Any promises of installation timing were done by the Lowes sales team, and we have no control over that information.

  I apologize that there is nothing else we will be able to do to satisfy this customer. We suggest following up with Lowes, perhaps they have a vendor that can service them going forward. Thank you!

• Initial Complaint

  Date:03/02/2023

  Type:Product 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.

  I am registering a complaint as Collaborative Services misled or lied and told me that certified technicians would install my generator. They installed it incorrectly and not up to code. They didn’t even put a regulator on the Generac. After trying to contact them to rectify both the above ground installation and the code violations my calls were not accepted or returned. I even called Generac who referred me to Collaborative and they lied to them saying that someone would call me to schedule an appt. The call never came and as a result Generac had to intercede again , however they didn’t take Generac’s phone calls. As a result I’ve had to pay another company and additional $1800 to complete installation with the code inspection and reconnect the gas lines. They too were left unfinished and not connected to the generator.
  
  I want a refund of all installation costs.
  
  I received an email instead of a phone call requesting $1500 more to continue services after paying $12104.00
  Paying a small fortune for something you purchase and for it to be placed on a concrete slab, not installed per code as well not evenly connected the gas to the generator or have a regulator installed is a crime within itself.

  Business Response

  Date: 03/09/2023

  Unfortunately, Ms. *********** version of these events and details aren’t accurate. Our quotes do not state that there will be underground lines (please review the signed proposal that she submitted). The issue with the regulator is a non-issue as it is not required where she says and requests. We have spoken with Generac on three occasions regarding this matter and the other questions she raised, and they have agreed with us all three occasions. We tried working with her, however, she would not provide many details and she wasn’t receptive to our solutions. Her accusations are unfounded and were only bolstered by competing businesses (and not Generac). We were not afforded the opportunity to speak with them (as she would not provide their contact information). Generac has determined that we completed this installation to the necessary specifications, and because she has already had the work done by another company, there is nothing further to discuss in this matter. Our quote to complete her requests were less than she ended up paying and we're sorry that we couldn't resolve this to her satisfaction, but she was not interested in working with us.

  
  Summary of events:
  2/17/23 – John quoted this job and she signed her proposal (which does not indicate the lines would be underground.)
  2/21/23 – Installation technicians completed the installation; they indicated she talked with them several times throughout the day about various things and never mentioned wanting the lines to be underground.
  Late 2/21 or 2/22/23 – Ms. ********* begins calling the office and Jeramy because she wants the lines buried.
  2/23/23 – Our office emailed her a quote for rerunning the lines underground (for a price of $1500); she called Generac to complain and they called us for our version of events (Case##*******); she then called the office and spoke with Laronda. Generac indicated to her that they won’t get involved and only wanted to confirm if we quoted her for underground, which we did not.
  2/24-2/28/23 – She called the office repeatedly; left VMs, spoke with office staff, etc. It all stopped on 2/28 and then she filed the complaint
  

• Initial Complaint

  Date:10/10/2022

  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.

  This company while installing my generator put a big hole in my garage wall. They are trying to tell me that they will pay $250 of the $3,950 cost to repair the garage as that is what is in their contract which the contract states (6. Previously Buried Lines: While Collaborative Services works hard to install our generators as carefully as possible, there are times when a previous line could be nicked or damaged. If this happens, please bring it to our attention as soon as possible. We will either come fix the issue if we are capable or reimburse you for the reasonable cost of repair up to $250. Some lines, such as data lines cannot be fixed by our staff and will need to be repaired by your data company.). Our garage is not a buried line and a company doesn't get to come do work on your property and cause damage. This is ridiculous and there customer service is horrible. I have been hung up on now multiple times, they refuse to give me anyones name of who I need to talk to.

  Business Response

  Date: 10/12/2022

  We are working towards a resolution with this customer and contacted them today. I apologize for the tardiness in our responses, but we hope to have an acceptable resolution as soon as possible.

  Customer Answer

  Date: 10/25/2022

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********* and have determined that this proposed action would not resolve my complaint.  
  
  
  
  [Provide details of why you are not satisfied with this resolution.]
  
  
  
  Regards,
  
  
  
  
  
   
  

  the company came back offering to pay $1,000 of $4,000 of damage they caused. I am getting a few more quotes and submitting everything to an attorney. They keep trying to put this on a clause in their contract which is not relevant to damage to property. It is for pipes underground.