Weekley Electric, LLC

I am rejecting this response because: Lets not lose sight of the fact that I was never informed that my request for a service call for my unit which was still under warranty at the time and the company representative who took my call who made certain that the date the service call was preformed was before the out of warranty date did not inform me that if the technician did not find any repairs needed to my unit that the service call would not be covered under warrantyI as a consumer cannot believe that Weekley Electric ,condones as well as practices guidelines as thisAs for your reference of an emission part that was covered under warrantyThis is an isolated case prior to this which in no way is related to this grievanceThe fact remains Weekley Electric dispatched a technician to my residence who arrived an hour before scheduled arrival while I was not on the premise who had a key to unlock my Generator hood and diagnose the unit of no problems after stating that he not once but multiple times started the unit and related to me that " SOMETIMES THIS HAPPENS" .At this point he told me he could install new spark plugs if I desired at this point I asked what his recommendation wasMy original concern was because the generator cranks so long to start but the technician related that the spark plugs may not remedy the issue but he would installAt this point I should have let him install spark plugs regardless if the generator needed it or notIt would have been covered under warranty as well as the service call We would not be here today with this disputeI hold Weekley Electric Responsible for a service call charge undo to me no matter how you slice itWe can talk and talk but the bottom line is If Weekley Electric does not have the compassion for their customers in a situation such as we are in and are willing to keep this complaint active rather than refund a Dollar service call where no service was preformed then Weekley Electric has no concept of customer service satisfaction Regards, [redacted]

The customer called to get his generator repairedIt was determined that the manufacturer's warranty was still validWe scheduled his repair and reiterated to the customer that his generator manufacturer's warranty was still in effectUpon our arrival at the customer's residence, we tested the generator's operation and it performed as it should with no malfunctionPer the manufacturer's warranty guidelines (guidelines that the customer would have received upon purchase of their generator), our visit would not be covered; therefore, this would be a non-warrantable repair, and the customer would be responsible for this service call As with most products of this nature, the manufacturer has specific guidelines on what would be covered under warranty and what is notIt is the customer's responsibility to read and understand what is warrantableThere would be no way for us to determine during a phone conversation the specific nature ofthe repairs and if it would fall within those warranty guidelinesFor example, the generators have engine oil much like an automobile and if this engine oil were to run low due to excessive use, the generator would shut downThis would be a non-warrantable repair because it is the customer's responsibility to maintain the engine oil in the generator, and, therefore, would not be the manufacturer's responsibility to pay a service technician to top off the engine oil in the customer's generator In trying to resolve this issue, we discussed in detail the items listed above and numerous others to try to clarify the separation of responsibility between the manufacturer and the customer Please see the attached file above Thank You, [redacted]

please know that as stated before the unit was under manufactures warranty at the time of the site visit but the visit was not warrantable per the manufacture warranty guidelines. Their are limitation as with any warranty and those limitations are listed in the homeowners packet that they would receive at the time of purchase (this product was not purchased from us). When we arrived the unit worked as it should therefore the manufacture warranty would not cover such visit due to normal operation of the unit. AS to the warranty item that is listed in the attachment that was sent to us, this is only for the emission part of the generator has no direct correlation to this discussion.

I am rejecting this response because:
Lets not lose sight of the fact that I was never informed that my request for a service call for my unit which was still under warranty at the time and the company representative who took my call who made certain that the date the service call was preformed was  before the out of warranty date did not inform me that if the technician did not find any repairs needed to my unit that the service call would not be covered under warranty. I as a consumer cannot believe that Weekley Electric ,condones as well as practices guidelines as this. As for your reference of an emission part that was covered under warranty. This is an isolated case prior to this which in no way is related to this grievance. The fact remains Weekley Electric dispatched a technician to my residence who arrived an hour before scheduled arrival  while I was not on the premise who had a key to unlock my Generator hood and diagnose  the unit of no problems after stating that he  not once but multiple times started the unit and related to me that " SOMETIMES THIS HAPPENS" .At this point he told me he could install new spark plugs if I desired at this point I asked what his recommendation was. My original concern  was because the generator cranks so long to start but the technician related that the spark plugs may not remedy the issue but he would install. At this point I should have let him install spark plugs regardless if the generator needed it or not. It would have been covered under warranty as well as the service call . We would not be here today with this dispute. I hold Weekley Electric Responsible for a service call charge undo to me no matter how you slice it. We can talk and talk but the bottom line is If Weekley Electric does not have the compassion for their customers in a situation such as we are in and are willing to keep this complaint active rather than refund a 125.00 Dollar service call where no service was preformed then Weekley Electric has no concept of customer service satisfaction.
Regards,
[redacted]

The customer called to get his generator repaired. It was determined that the manufacturer's warranty
was still valid. We scheduled his repair and reiterated to the customer that his generator
manufacturer's warranty was still in effect. Upon our arrival at the customer's residence, we tested...

the
generator's operation and it performed as it should with no malfunction. Per the manufacturer's
warranty guidelines (guidelines that the customer would have received upon purchase of their
generator), our visit would not be covered; therefore, this would be a non-warrantable repair, and the
customer would be responsible for this service call
As with most products of this nature, the manufacturer has specific guidelines on what would be
covered under warranty and what is not. It is the customer's responsibility to read and understand what
is warrantable. There would be no way for us to determine during a phone conversation the specific
nature ofthe repairs and if it would fall within those warranty guidelines. For example, the generators
have engine oil much like an automobile and if this engine oil were to run low due to excessive use, the
generator would shut down. This would be a non-warrantable repair because it is the customer's
responsibility to maintain the engine oil in the generator, and, therefore, would not be the
manufacturer's responsibility to pay a service technician to top off the engine oil in the customer's
generator.
In trying to resolve this issue, we discussed in detail the items listed above and numerous others to try
to clarify the separation of responsibility between the manufacturer and the customer.
Please see the attached file above.
Thank You,
[redacted]

I am rejecting this response because:  Interpretation of the manufacturers warranty guidelines vary between parties exspecially a home owner versus a
manufacturers service provider. The service provider stated "we tested the generator's opreation and it performed as it should with no malfunction". The
reality of this statement is that the technician started the generator manually as opposed to it starting automatically when performong its weekly diagnostic
test run. I do not see this as a complex mechanical maintenance involved service call. We are at a stalemate. The opinion of a customer versus that of a
compnany delegated to be a service representative of a huge generator manufacturer. The fact that the coverage of the manufacturers warranty was
misrepresented to me coupled with no mechanical services performed warrants a 100% refund of my charges. I do not  intend to consider this dispute
closed untill Weekley Electric LLC executes a display of professional integrity and issues that refund. This situation is a  direct reflection of the company and
Customer satisfaction guanteed should be a priority.
Regards,
[redacted]