Gentech LTD

Review: Last year I had service done on my generator and while the work was being done I was asked to speak to the [redacted]). This was done to explain to me what the service contracts that they offer would do for me. The [redacted] offered me a service contract in lieu of the repairs that were being done on my generator. He stated that it would cost me $300 dollars and save me the difference. I agreed to the contract to save some money. A few months later I got a bill for over $600 from Gentech. I called right away to find out what the overcharge was. The woman who answered my call said she would look into it and take care of the problem. I asked for the [redacted] to call me so I could straighten it out with him if she couldn't. I never received a call back from Gentech. After about a week, I mailed a check in with what I thought I owed them and thought the issue was over. No late notice, unpaid notice, or any other notices were sent to me. Then about six months later, I had a problem with my generator during a power outage. I called Gentech for service and was told by the lady on the phone that they couldn't come out until I paid them any unpaid balance leaving my family in the dark. I explained that I had paid what was agreed on. She said she couldn't do anything and that I had to speak to the [redacted]. He was not available and I was told he would call me. This time I did get a call back by the [redacted]) and he denied making any offer and that I had to pay what was owed. I told him I paid what was owed since he had made the offer and that I wouldn't be shaken down like this. Quoted one price, charged another, no effort to contact me until I'm in need of a emergency repair and then refuse service until I pay off the new amount. I had to call a new company to fix my generator at a cost of $396.71. To make matters worse, the company that did fix my generator told me that the repair was needed due to faulty maintenance or sabotage. There is no way the plug that came loose, came loose on it's own. Someone had to take it off because it clips in keeping it locked in until someone needs to remove it. Their poor maintenance or negligence could have caused a fire in my house if there was a prolonged outage and unregulated power was feeding the house. So, not only did they leave my family in the dark when needed, their poor maintenance almost caused a fire which could have cost me thousands more in repairs plus the danger to my family. I made an additional call to gantech. I asked the woman who answered the phone if I could speak to the [redacted] of the company. She asked what it was in referance to and I explained to her I had a complaint to file with the company. She put me on hold and when she came back I was told they were busy but would call me back if I wanted. I left my name and number for the [redacted] to call me back. As of this writing I have never received a call back from the owner. To add insult to injury, Gentech has also sent this issue to collection. We are now forced to pay on an account that we do not believe we own in order to maintain our credit rating.Desired Settlement: I would like them to pay for the repairs to my generator and stop the collection action against me.

Business

Response:

I wanted to take this opportunity to respond to [redacted]’s complaint to you regarding our company. In April of 2011 [redacted] contacted Gentech LTD with regard to having a preventative maintenance performed on his generator. We serviced his generator on April *, 2011, as per work order#[redacted], and he was invoiced with that same date, invoice #[redacted] in the amount of $349.40. This invoice was paid in full and is not in question.

In January of 2013 [redacted] had contacted Gentech regarding an issue with his generator not starting and to perform a preventative maintenance on his generator. He had also asked us to provide him with a service agreement, which we did. As per work order#[redacted], our technician found the unit shut down on a low coolant/high engine temperature alarm. At this point we informed [redacted] of the condition of the generator. With his approval, we installed a coolant level kit and a coolant level update kit. After that we performed the preventative maintenance also requested by [redacted] and received a signed work order for the repair as well as the maintenance. The preventative maintenance portion of the invoice was paid, at the rate of $295.00 per year, the agreed upon rate for which we have a signed service agreement. The tax on the maintenance was not paid.

It clearly states in our agreements that any repairs that need to be done to the generator ARE NOT included as part of the maintenance agreement. [redacted] still owes us a total of $362.17 for the amount of the parts and labor to fix his generator, as well as the tax on the maintenance and repair, which was never paid. I will be attaching a copy of the invoice in question, the work order, (which was signed as well,) and a copy of his signed service agreement. If you need anything else please do not hesitate to contact me. Thank you.

Best Regards,

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

[Your Answer Here]

[redacted],

Thank you for your response. This whole issue may have been avoided if your company would have responded to previous phone calls from me. The telephone conversation that occurred in January of 2013 with your [redacted], clearly left me with the understanding that all activities on that day would be included for approximately $300. When we received the bill for more than twice that amount, I called to get clarification. Your staff (front office female) stated that [redacted] was unavailable and that the matter would be taken care of and that [redacted] would call me back. We did not receive any contact from [redacted] or anyone at your company. We assumed that the matter was taken care of. We believed that you had accepted our check for $295 as payment in full.

When we needed your company for a repair, we were then told we had an unpaid balance, and that you refused to come for an emergency repair, it was a shock to us. [redacted] finally called us back after this emergency call and denied the $300 quote. Then threatened us with collection if we did not pay the balance. I called your company requesting a call from an [redacted] to file a compliant against [redacted] and to clarify the issue. A female office staff member said the [redacted] was not available. She took my information and stated that the [redacted] would call me back. We never received a call back from the [redacted] or anyone else from your company.

All of the above actions and the referral to a collection company, led to the complaint filed with the Revdex.com. Please put yourself in my shoes and look at this from your customers perspective. You receive a bill for over twice the agreed upon amount, make phone calls to the company to clarify, send payment, and receive no calls back. Assume the issue is resolved, call the company again for assistance in an emergency (refused servise), and are sent to collection. Never receiving a call from anyone other than the sales person who made the original arrangement. Customer recovery, at this time, could still go a long way with making a very frustrating situation better for both of us.

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

Sincerely,

Review: Do not use Gentech! Nearly two years ago, we bought a house with a Gentech-serviced generator. The first time the power failed, the generator did not work. We called Gentech, which confirmed it had serviced the generator earlier in the year. Gentech sent a technican, who looked the generator over, confirmed it wasn't working, said he would need to order a part, and left. About two weeks later, he returned with the part to fix the generator -- about a one-hour job.

For this, Gentech tried to bill us more than $1000 -- $300 for the first 15-minute visit and $800 for the actual fix! They claimed they had a three-hour minimum for any call ($285+tax), no matter how long it actually took, and whether or not they actually performed any repair -- something they never disclosed before sending the technican. We told them that we would pay the $800 bill but under no circumstances would we pay for the first call. In fact, I thought the second bill was also padded, but we had just moved into the house and I didn't want to argue. The next year, when I told them that we would absolutely not renew our contract with them, they told me that if I did not they would send the $300 bill -- which they had agreed to tear up about nine months before -- to a collection agency. Now, almost a further year later, they have done so.

Congratulations, Gentech. Your have earned a lifelong disgruntled customer who will make sure to spread the word about your busines practices both online and to the Revdex.com.Desired Settlement: I want Gentech to keep the agreement we reached almost two years ago and tear up the original (and heavily padded) $300 "repair" bill -- for which no repair was made. I have never before gone to the Revdex.com to dispute a bill with a company, but Gentech's behavior in this case is unethical in the extreme.

Business

Response:

Waiting for [redacted] to repsond to my phone/e-mail that I send him to understand the service call and his complaint.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

[Your Answer Here]

They didn't actually respond -- they just asked me for more information. Which I provided. Since then they have not told me what they plan to do. Thanks, [redacted]

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

Sincerely,

Business

Response:

[redacted] purchased the Beck Residence. [redacted] did not have a contract with our Company but we did respond to the service call he made on 9/**/12 the same day, as he stated he was the new owner they had just had a baby and was interested in a contract .

All service calls are billed 3 hours @ $95.00 an hour this includes travel as well. We diagnose the generator and came back on 9/**/12 to finish repair and unit was back up and running fine.

[redacted], the [redacted] did discuss the initial visit on 9/**/12 to explain that we cannot just diagnose over the phone but he also tried to negotiate with [redacted] lowering the bill to one hour labor but [redacted] did not want to pay anything for the initial visit.

We are a small family company we do everything in our power to make people comfortable and we have tremendous success. We understand that new people can become confuse with the way a generator unit needs to be serviced but we billed this job and responded to it no differently

then we do all our contract customers even though at his moment of need had no contract. We are just recovering from all the work in the past 2 years plus [redacted], Halloween surprise and lastly [redacted] we need to get paid in order to do the following:

Have an office/telephones/staff

Use a vehicle

Pay Gas/Insurance

Pay tolls

Pay Technician time from portal to portal

Pay the parts department to secure /order/receive part

Pay the Service Department to reschedule the completion of the repair

At last pay the accounts receivable department to bill the job

It is duly noted in the file that [redacted] did not want to negotiate any part of this bill. We tried to explain to him why he was initial charged, we sent him a contract in writing explaining how the contract works and then once again tried to negotiate with him.

We have over 10,000 happy satisfied customers throughout the tri-state we work very hard to give the very best service for a very fair price we would of loved to have [redacted] think the same. We service various government agencies, counties, cities, villages through a process

of public bid, with large Companies and the residential homeowners we are regard as doing a fair job but I cannot possible do the work for free The [redacted] family could not possible stay in business please advise what you would do.

If you need a copy of a contract please do not hesitate to ask. Again please advise Gentech how to handle this situation.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

[Your Answer Here]

Ms. [redacted] isn't offering to do anything to resolve my complaint -- she's just going on and on about how hard it is to run a small business. I explained very clearly to the Revdex.com and to her why the $300 "service call" bill from Gentech was unjustified and how Gentech agreed 18 months ago to drop the bill. She can resolve my complaint very easily simply by keeping the promise her company made and telling the collection agency that the bill was issued in error and it should drop all efforts to collect it. I would also appreciate an apology.

Thanks

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

Sincerely,