Suburban Services Group, Inc

Re:*** ID ***We are confirming a generator purchased 1/12/months later, 12/26/14, a non-warranty service was required.While unfortunate, we not only waived the site visit, but a 15% discount was given.38+/- months after the installation, on 3/17/15: We are confirming a non-related,
non-warranty event took place thatblew fusesIt is unknown if a power surge or in-balanceor other outside influence triggered this eventThere was acustomary charge for the repairs* At this time, the unit tests and runs properly.9+/- months later, laterOct14, we are confirming a call fora unit that will not "exercise", with a red light on.The main control board, fine up to this point, has failed (along with the battery charging circuit) and the nearly yearold battery is no longer testing goodOur customary site visit and diagnosis fee is rightfully paid.The customer is formally quoted the repair at $ This is for the replacement of both the board and battery.which is accepted and scheduled the following day.Oct15, the repair is madeIt is only after the work is complete that the customer deceitfully leads our technician tobelieve part of the bill is "under warranty" and under-pays the amount dueThe comments made to our staff as timegoes by: the generator and parts are faulty, defective, of poor quality (and worse) etc.Over a short period of time, trying to appease an unhappy customer as best we can, we reduce the bill by $ 200.00and the customer pays the negotiate balance due.Soon after this, and contrary to our previous conversations, and her slated beliefs, we are asked to fraudulently write aletter to this clients insurance company confirming that the generator was affected by, damaged, and failed due to"act of God"We refuse this request, or to participate in this insurance claim, as there are no grounds for this, nor willwe engage in an apparent fraud, apparently resulting in her increasing anger towards us and we believe, resulting inher complaint made to the Revdex.com and a demand to refund even more money.The final line of her complaint indicates Generae has told her the control board should last the life of the generator.We not only agree, but would refer her back to Generae for them to make this right with her, since they, themanufacturer and ultimate warranty provider (apparently) have given her this critical piece of information.We are not of the opinion that our company should be held responsible for a claim that is actually against themanufacturer of her generatorHer unit is long beyond any warrantyEven though we can and do find a way to honora warranty somewhat beyond a warranty period, to months beyond is not a legitimate timeframe tohonestly and ethically conduct business.The Team at Suburban Services Group

I would like to emphasize I did not fraudently attempt to coerce Suburban Services to say anuthing that was untrue or misleading. I told them to tell the insurance cmpany what they thought had happened to cause panel board to be damaged. This was at request of insurance company who wanted a report from maintenance provider.. In fact, their service manager, Robert G[redacted], repeatedly mentioned lightning strikes,brownouts and power surges as possible occurences that could have damaged generator.Tell us why here...The companys implication that I was asking them to be  complicit in fraudulent behavior is patently untrue. Our homowners insurance allows for claims to be filed for damage to items affixed to the house. The companys effort to bring insurance claim to the forefront is simply a red herring designed to take attention away from their poor customer service and quality of product that they sold. Placing all the blame on maufacturer also is simplay another way for them to pass the buck. Good companies would not just walk away from their product andteminate maintenance agreement as Suburban Service did on 10/16/2015 when unit was damaged. Product has subsequently been rendered unusable again as ofNovember 2015. Customer told Suburban of this and received no offer to help which a ethical company would have done regardless of warranty expiration date.