ComplaintsforAdrian Electric & Generator Co.

• Initial Complaint

  01/05/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I bought my generator from AEG, but it stopped working and needed service. They promised to come over and make repairs, in mid-December 2022 but never showed up and never called. I need to have a working generator for medical reasons and they failed me. Other customers need to be warned about their unreliability.

  

  Business response

  02/13/2023

  December 14th at 10:18 PM (AEG closed) Mr. ***** emailed AEG, the email was through our website and in the subject "Generator" was the topic.

  December 15th at 9:37 AM Mr. ***** emailed, the email was- "Hi, our generator is no longer working, although I can turn it on manually, but it no longer comes on automatically for a weekly run, or if there is an outage. I bought it from you a few years ago."

  December 15th at 11:00 AM Mr. called and left a voicemail (We still have the voicemail). He said the same thing that he emailed. I was with a customer, so I forwarded the message to one of our tech's which tried calling Mr. ***** and no answer.

  December 17th at 2:36 PM Mr. ***** emailed AEG " Hi, Our Champion generator bought and installed by you has stopped working and needs to be serviced. Are you still in business?

  December 17th (AEG closed) Our technician called ASAP and was able to contact Mr. ***** and let him know that we would try to get out there in the next coming week. Mr. ***** asked if we would call ahead so he could be there.

  Our technician made a couple calls throughout the week and no luck contacting Mr. *****.

  January 4th Mr. ***** left us a Google review and I received a notification. I made a call to Mr. ***** asap, when he answered I apologized and asked what I could do to help. I explained that we have been extremely busy with more than normal calls fixing generators. He let me know that he needed it for medical reasons. I explained I wish he would have told me that because we try to put medical stuff above normal stuff. He continued to be upset and I totally understand being we did not get there in his expected time frame. We are human and are doing the best we can do on trying to keep up. We receive generator calls daily and take a lot of pride on making sure our customers are taking care of, sometimes it just takes a little longer than expected. I asked Mr. ***** if he would like me to send a tech out the next day to get him going knowing it was a medical emergency and told me NO that he had someone else coming.  Unfortunately, we are in a time where we cannot always get to everyone in their expected times, we are one company with so many guys and there are way more customers.

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