South Shore Generator Service., Inc.

This customer purchased a new home on Nantucket IslandSSG has not been to this property for the prior owner since January of 2013, nearly 3yrs agoWhile it is unfortunate the new homeowner has experienced this type of condition with the emergency generator system, this is surely not any fault of
SSG and this complaint is completely and unjustProper home inspection of all systems would have clearly shown the non-working current condition of the generator systemWe have reached out to the homeowner with other alternatives for which they had no interest in hearing or discussingApparently the customer feels because their system was found in non-working order that there should be no chargesSSG provided a service in troubleshooting the repairs necessary for the customer while on site and traveling to Nantucket at their request which has value and fees associated with it

Revdex.com:
I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ***Please add your rejection comments below.
What the business owner fails to report is that when I called the office (before failing this complaint) to obtain a refund I requested a partial refund or full refund as they I spent 45min at my home but they had failed to complete the maintenance which they were paid to complete as indicated in the contract instructions they sent prior to the appt. an a refundThe upfront cost for the maintenance which did not occur is $
Regards,
*** ***

Unfortunately in today's world customers have the ability to post accusations online before ever contacting a company about a perceived issueSuch is the case hereThis is the first notice we have about any problem or customer impressionThis customer did not purchase the unit from us and
only began as an SSG customer in August of He signed up for a 1x/yr maintenance, rather than the industry standard and recommended 2x/yrWe performed said maintenance visit on October 20, At this time the generator had run time hoursAll was well with the unitIt was not until March 5th, the customer called again to report an oil leakMind you the generator runs weekly for an exercise program and only holds about 1.5qts of oil so any oil leak caused by us or that existed in October would have certainly come to light much sooner than March under the owners watchful eyeUpon our arrival for the requested service call, some months later, we found the front main crankshaft seal leakingThis is a well known repair on these particular enginesThe generator now had run time hours, 90hours of use since an SSG representative was last on siteThe accusations that we caused this problem are completely falseFurthermore, to access this seal, the entire generator housing and engine must be disassembled and split apart from the stator/rotorAn all day labor repair, thus why the expensive repair quote for just a "$part"As for contacting the factory, SSG is one of the most recognized, experienced, and most highly factory trained companies in the areaI have no idea why the factory supposedly said something to the contraryWe have over *** factory certified technicians certified on everything from portables through residential and industrial and MPS (Multiple Parallel Systems)This is another complete falsehood that is easily debunked with a quick search for service providers on ***'s website using our zip codeWe can also provide all the *** factory tech ID's further proving how many we haveI have contacted the factory with our disgust on their supposed response and have requested they call this customer back to clarify the misconceptionWe have no problems with any customer getting a repair for less money, but to place blame with no facts is irresponsibleWe wish you the best of luck with your new generator providerOur invoice for the requested March 5th service call is still due and payable and no refunds will be furnished

Revdex.com:
I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # [redacted].
[ Generator Oil Leak Problem: In response to South Shore Generators reply about my complaint, one I do not go around posting false accusations about companies that am dissatisfied with. In fact, this is the first time I have reported a problem reported a problem to the Revdex.com. Second the information below clearly explains why I waiting so long to report the oil leak problem.            On Friday afternoon 10/20/2017, “South Shore Generator Service” performed a “Major PM Service” on my [redacted] 20kW generator. The technician that did the work told me the generator looked good, didn’t need any additional work and only had 53 hrs. of run time on the unit. The technician also told me that he left me a quart container with some extra oil inside the generator’s bottom in-closer if I ever needed it.            The following Saturday morning 10/21/2017, I went out to the generator to remove the quart oil container the technician had left me. I didn’t want the oil container bouncing around inside the generator in-closer if I were to lose power and the generator started running. When I opened the generator’s top cover to remove oil container, I noticed around a half quart of oil all over the generator’s bottom interior base. I looked at the quart oil container the technician had left me and noticed it was about half empty. I assumed that oil must have leaked out of the quart oil container or that the technician had spilled oil when he removed the old engine oil filter to install the new engine oil filter. This is why I did not call South Shore Generator back! Instead I removed the partially filled quart oil container and cleaned up the oil mess than closed up and locked the generators in-closer. Guess that was my mistake for assuming!            On Friday morning 03/02/2018, my home lost power, this was the first time I experienced a power lose sense I had had the generator repaired. Saturday the following afternoon 03/03/2018, I went out to check the oil level on my generator, because the generator had been running due to the power outage. I noticed about a half quart of oil all over the generator’s bottom interior base and oil sprayed all over the engine, and couldn’t see were the oil leak was coming from. I cleaned up the oil mess, checked the engines oil level to find that it was down a half quart and went inside and called South Shore Generator right away. I got through to I believe was a [redacted]. I explained the above oil leak problem to [redacted] and he said that model generator had a sensor that if it were to run out of oil it would shut down and not cause any major engine damage. [redacted] also told me that he would send out a new technician on Monday to look into the oil leak problem.            The technician [redacted] arrived Monday afternoon 03/05/2018 to see if he could find the oil leak. After about 45 minutes he knocked on my door and told me that he thought the oil leak was a damaged crank shaft seal causing the oil leak and that he report his findings to his boss [redacted] and that [redacted] would give me a call back in a couple days. [redacted] never called me back so after a week I called the company back. I spoke a woman who answered the company phone and I ask for [redacted], she told me he was busy and would call me back in a few hours, he never returned my call. On Tuesday 03/13/2018, I received an email from [redacted] with a PDF repair quote attached. The quote number 19160, was to remove and replace the front crankshaft seal with an estimated total of $1,224.71. Broken down the quote was for a $9.00 part, $190.00 travel time and the remaining cost was all labor. The was the last communication I had with South Shore Generator.            Next I called the generators manufacture “[redacted]” and spoke with a girl from [redacted] support. I explain all the same information you see above and she said she would try to call South Shore Generator and would call me be back within an hour or two. About one and half hours she called me back. She told me see recorded my complaint and had spoken to the repair company, but she did not mention to me the outcome of the phone conversion. She went on to say that South Shore Generator was only accredited to sell [redacted] products and was NOT certified to repair their products. She than told me that I would need pay to have a certified [redacted] service company look at my generator problem to see if they could find fault to South Shore Generators workmanship and see gave me to service companies listed with [redacted]. I have contacted one of those suggested company’s and they are schedule to look at my oil leak sometime in April. ]
Regards,
[redacted]

In addition to our previous response, a partial refund was offered to the customer for the difference between the paid amount for maintenance and the total of regular 'service call' charges to Nantucket including the technicians time on site of 1.25 hrs. Again, the customers response was "Sorry,
this is not acceptable...".