Holley Generator & Equipment

Review: our Kohler generator would run for a few seconds then stop. It showed a UU code. We called HGE on 8/9/13. The tech came and left with a circuit board saying 99% of the time it's the board. I would think he isolated the load side of the unit but looking at HGE remarks they did not follow the correct procedures. We were told the generator would work but not the automatic start functions. A few weeks later the tech brought another board. I don't know what he did but he said sparks went flying. HGE tells a different story. They sent two tech's out and traced the wires. They asked how the well pump was connected and I told them. They spent all day tracing wires and then told the wife the generator had issues. They took our generator to their shop and did work that could have been done on site. Our unit came back looking like junk. A 7 inch piece was broken off at the base, the top of the case was scratched up and paint was rubbed off. Kohler install manual states no leads or wires should be in any service area. I have wires in the way when I need to disconnect the battery to service the unit. They also left the ground screw loose. I turned it a few times and thought the treads were shot. Their tech turned it more and it was just loose. Most of their invoice remarks and letter they sent are lie's. They also stated they came back out in November after I complained and they installed another board. I never called them and my phone records will prove it. They want $1875.00 for labor. I need to have another company do what HGE should have done. I feel because of the lies, poor quality of work that does not meet Kohler's standards I owe them nothing. They kept telling me Kohler never paid them back for the boards. Kohler told me they never turned them in and had 30 days to do so. I know I have more to say but will say it later.Desired Settlement: I want justice. Restore my generator like it was when they removed it. (this will never happen) I will never pay them $1875.00. I will pay them what Kohler would for the replacement time on the board. (flat rate 1 time only) I still need to have the brushes replaced, and the base and top of the units housing replaced. Rust will soon appear.

Business

Response:

Apparently we were the 4th generator company the owner called. The other 3 including the company that did the original install turned the job down.

Holley Generator dispatched our technician to the [redacted] residence. The technician diagnosed the problem as a bad PCB Board. The technician removed the board and ordered a new board from Kohler. Upon receiving the replacement board from Kohler the technician returned to the [redacted] residence and installed the replacement board. After installing the PCB Board the generator still would not run. The technician returned to Holley. Since we had just replaced the board and the generator was still not operating Holley sent out two technicians to the [redacted] residence and removed the generator and brought it back to our facility for further testing. After installing the 2nd new board and trouble shooting the unit it was working at our shop. We returned the generator to the [redacted] residence. The unit ran but would not work on the auto start feature. The test performed by our technician at the residence indicated that in fact we had another defective PCB Board. After receiving the 3rd replacement board we returned we returned and installed the board on the customers generator. The generator was functioning when we left the site. Approximately 2-3 weeks later we received a call for the customer stating that the ground wire was stripped. We sent our technician to the residence for a 5th time to secure the ground wire. Normally a ground wire would not come loose unless someone was handling the wire.

If you look at the situation, you will see that Holley Generator did everything possible to accommodate this customer. We are out of pocket for the 1 PCB board, the labor and mileage on our service vehicle. The total time and cost we incurred to do this job is in excess of $5,000.00. We billed the customer $1,850.00 to show good customer service.

This is an unfortunate situation and we want to have it rectified. Customer service is paramount to Holley Generator. This is why we made so many so many trips to the customer's house and reduced our invoice substantially. I believe this is the first negative claim we have received.

Consumer

Response:

I am rejecting this response because: HGE has made false statements to Eric Hansen when asked about their wiring job at the generators connection terminal. HGE stated they found it this way when they arrived. They also stated to Eric that our wiring was, USED and DAMAGED. This is a lie. Our home is just over 5 years old and all the wiring is new. I need to get some assistance on how to send information to the Revdex.com. One item is an email that I sent to Eric Hanson on 3/21/13 on the events that took place with HGE. I still stand by these statements. The letter by HGE dated 3/31/14 on the events they said took place states they installed our generator on Sept. 5, 2013 with the new board. According to Collicutt parts department (Kohler main parts dist) 2 boards were purchased for our generator under warranty by HGE on Sept. 13th and Sept 28th 2013. The information on this HGE letter dated 3/31/14 is not even close to the statement HGE just made to the Revdex.com.. While I am seeking help on how to send my information to the Revdex.com, I would like to know just who were the 3 calls we made for service and refused.

Consumer

Response:

[A default letter is provided here which indicates your acceptance of Arbitration. If you wish, you may update it before sending it.]

I have reviewed the response made by the business in reference to complaint ID .[redacted], , and find that arbitration is necessary.

Sincerely,

Review: Called generator repair business to make an appointment to have my RV's generator repaired (I am a retired Fleet Manager/mechanic with 40 years experience in all types of equipment). I ran the trouble codes and explained to [redacted] (shop manager) what I had observed (generator would run, but no electrical output)Generator only has 160 hours on it and nearly new... He recommended checking slip-rings/brushes first (which is proper procedure)To access the slip-rings and brushes requires removing generator from the RV (as does replacing the "control unit" which was the problem)My complaint with Holley Generator is the number of hours charged 6.5 (which is 2 to 3 hours more then the mechanic actually performed) I was there in the shop the entire time and was able to personally see how long the mechanic worked on my generator.The actual flat rate hours (I contacted a friend & shop manager at [redacted] in Ventura, California to check)R/R genset 1.5 hourslabor to check slip-rings/brushes 1 hour (Invoice states: "Clean slip rings and re-test which is totally false because I was standing next to the mechanic when he checked them and he stated to me that they were clean & the brushes were fine)labor to check output .5 hourlabor to replace "control unit".5 hour3.5 hours total (I told him I'd throw an extra hour in to be nice)They over-charged me 2 hours and when I explained the flat rate and how I knew, he said "we don't work flat-rate" and said he was sorry that I was unhappy... At $120.00 per hour, yes I'm definitely unhappy to pay these phantom charges.Desired Settlement: Credit for $240.00

Business

Response:

[redacted],