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:08/10/2022

  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.

  On 7/25/22 I brought my grooming van to Generators on Demand in *** **** to have the truck's generator looked at and potentially fixed. I was advised I would receive a call with the diagnosis and any repairs to come from the diagnosis. I had made this appointment 6 weeks prior and on 7/22/22 the company rep called to confirm my appointment. I waited until 7/23/22 to follow up since a few days had passed and I hadn't he*** anything, spoke to Crystal and was advised it hadn't been diagnosed yet due to crew on the road. On 7/29/22 I called again, as a few days passed, and still no advisory of what is taking place, Crystal again stated she wasn't aware of what has taken place and someone will call me back. Ron called me back at 4pm same day as the business was closing to advise the generator was diagnosed but learned a brush had been dropped into the rotor stator and the age of the generator makes the repair unfixable. Keep in mind the brush drop occurred upon diagnosis and the generator is only 2.5 years old and the repairs should've been possible. Ron advised I would need a new generator and I would still be charged for the diagnosis. On 8/1/22 I opted to pick up the van, all 3 mechanics came out, one states (I assume Ron) don't try to start the generator until you get it looked at by someone else. He insisted not to start the generator, the brush had been dropped into the rotor stator, and the generator wouldn't work. I then get home to realize the generator, which Generators On Demand took apart to diagnose, had not been put back together, no additional work was performed to correct the problem, and now the generator was worse off than when I dropped it off. I was still charged $312.67 for the diagnosis fee and all they could tell me was that the generator was too old, an issue occurred during diagnosis, and now my generator is in worse shape than when I originally dropped the van off. The generator should've been returned in its original shape or excuse payment.

  

  Business Response

  Date: 09/15/2022

  Good Morning Stewart  Thank you for your time on this matter.  Mr. *******’s account of the repair is in inaccurate.  We received call from Mr. ******* asking us if we could access his generator.  He dropped off his grooming van 7/25/22.  We spent 8 hours diagnosing the generator.    Upon technician evaluation, diagnosis showed generator needed to be replaced.  Ron S***** (owner) called Mr. ******* to discuss results of diagnostic testing.  Mr. S***** advised due to the running hours of the generator (age), the solution to the problem would be too costly to repair.  Mr S***** advised the customer to replace generator.   To reduce cost of final bill, all work was halted.  Mr. ******* met with technicians and assessed the generator in person.  Mr ******* then agreed to pay his bill.  He was completely aware of the generator condition. 

  Customer Answer

  Date: 09/21/2022

  
  Complaint: ********
  
  I am rejecting this response because:
  

  The generator was taken apart and never put back together. I paid the $300 with the expectation that the generator would have at least been put back into the condition it was originally dropped off and yet when I returned home the generator was in a bunch of pieces. I wasn't advised to halt any work, I was advised the generator needed to be replaced and at that point I chose to no longer move forw*** and would get a second opinion. Again, under the assumption the generator would not be any worse of a condition then when I dropped the van off. To my dismay the generator was taken apart and never put back together and no one else would look at the generator in its current condition for me to be able to seek a second opinion. I was also advised at some point that there was a statement made there was something dropped into the generator, again not being technically sound on my own (which is why i seek the help of professionals like Mr S*****, and so how would something done at their shop be my responsibility if a part was dropped in or fell in during the diagnosis. 

   

  I find it truly unfair that an 8 hour diagnosis, as stated in the business response, took me nearly a week to resolve and be able to get my van back. If there was an 8 hour diagnosis why wouldn't I have received the van sooner and why did it take me multiple phone calls to the business on multiple days to learn of the issues with the generator prior to my having to resolve a bill. I can show phone records of my calls made to the business and the lack of calls made to me to discuss the issues, Again an 8 hour diagnosis, if done rather quickly within my dropping the van off wouldn't have resulted in them keeping my van for nearly a week. Also the generator is just about 2 years old, I realize there is a run time associated, but how would a 2 year old generator need to be completely replaced without some issue happening during the diagnosis. I would except nothing less that the consideration of a full refund considering my generator went into this shop in a negative condition but came back from the shop worse off and again, I am having trouble getting the second opinion due to the condition the generator was left. I also have photos if those would be helpful. 

  
  Sincerely,
  
  ***** *******

  

  Business Response

  Date: 09/29/2022

  Good Morning   Response to 9/21/22.

   

  First technician, Ray W***, diagnosed generator and requested 2^nd opinion from owner, Ron S*****.    Ray and Ron worked after hours (due to Ron going away following morning) to confirm diagnosis. 

   

  *The brushes, which ride on the slip rings, seemed to be compromised. When initial test was performed,  we attempted removal of the rotor.  When we attempted to remove brushes, brush spring was broken.

  During the process, the brush spring shot the brushes into the rotor and stater.

   

  All above was explained to Mr. ******** by Ron.  Mr. ******** paid for charge and left with generator. 

   

  Mr. S***** calmly offered to go further with repair.   Mr ******** was under the assumption repair could be done within a week while his employee was on vacation.

  If we ordered parts a week would not have been sufficient time to complete repair. 

   

  *Please note explanation above was also explained to Mr. ******** previously on a phone call.