In response to the complaint received on April 27, On March 2, 2016, we received a call from customer stating that there was an oil leak in the generator unit and that the unit dies when electric furnace is set to emergency setting and that the lockout was connect only to runOn April 8, 2016, our service technician went to customer’s residenceHe completed the oil leak repairThen proceeded to check the gas pressure coming into the generator to try to determine why the unit dies when furnace is on emergency settingCustomer stated that when the furnace came on the generator unit would shut off It seemed that the generator was not receiving enough gas to runThe service technician changed the generator’s fuel pin and it still did not help and took a video to show that there was still not enough gas coming into the generator to allow it to run properlyAfter the visit on April 8th, I, personally, went to the residence to follto see if I could pin point the problemI checked the gas pressure coming from the gas well, there was little to no gas pressure at this timeWe checked the regulator and it was full of fluids, so we installed a new regulatorAfter the regulator was changed, there was no gas pressure coming from the gas well to neither the house nor the generatorI took customer to the well location and showed him that there was no gas and the tap was offI advised the customer that the problem was with the gas pressure coming from the gas well, numerous timesIf there is not enough gas pressure coming into generator it will not work properlyOnce this is fixed the generator will run.We caught up with a well tender, who happened to be in the area that day and explained the situation to him He stated that he was busy that day and said that he would get back to the customer to fix the gas issue.I, again, advised the customer that the problem was with the gas pressure coming from the gas wellIf there is not enough gas pressure coming into generator it will not work properlyOnce this is fixed the generator will run.Regards, [redacted] President
In response to the complaint received on April 27, On March 2, 2016, we received a call from customer stating that there was an oil leak in the generator unit and that the unit dies when electric furnace is set to emergency setting and that the lockout was connect only to runOn April 8, 2016, our service technician went to customer’s residenceHe completed the oil leak repairThen proceeded to check the gas pressure coming into the generator to try to determine why the unit dies when furnace is on emergency settingCustomer stated that when the furnace came on the generator unit would shut off It seemed that the generator was not receiving enough gas to runThe service technician changed the generator’s fuel pin and it still did not help and took a video to show that there was still not enough gas coming into the generator to allow it to run properlyAfter the visit on April 8th, I, personally, went to the residence to follto see if I could pin point the problemI checked the gas pressure coming from the gas well, there was little to no gas pressure at this timeWe checked the regulator and it was full of fluids, so we installed a new regulatorAfter the regulator was changed, there was no gas pressure coming from the gas well to neither the house nor the generatorI took customer to the well location and showed him that there was no gas and the tap was offI advised the customer that the problem was with the gas pressure coming from the gas well, numerous timesIf there is not enough gas pressure coming into generator it will not work properlyOnce this is fixed the generator will run.We caught up with a well tender, who happened to be in the area that day and explained the situation to him He stated that he was busy that day and said that he would get back to the customer to fix the gas issue.I, again, advised the customer that the problem was with the gas pressure coming from the gas wellIf there is not enough gas pressure coming into generator it will not work properlyOnce this is fixed the generator will run.Regards, [redacted] President