ComplaintsforA & A GenPro, Inc.

• Initial Complaint

  08/16/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I purchased a Whole Home Generator from A & A GenPro in 2020. No issues until recently when the Beryl hit. The Generator tripped a dozen + circuit breakers in our home, causing the Generator not to function properly & only able to use two rooms and a few outlets in my home. I placed a call to the owner Ashton ******* and like he normally does, he responded promptly and sent one of his techs over. Once the Tech arrived on 7/8, he wasn't sure of the issue, but an end said it might be the breakers and that this was a common occurrence with these type of breakers. I specifically asked him, "Are you sure"? He said not really, but that what he gathered from the group text he was in. He said he was going to get back to me once he confirmed whether or not he had any circuit breakers in the warehouse. I never heard from him again. I reached back out to Ashton on 7/9 at 9:13a (no answer) and 3:07p, he answered and directed to me talk to Lisa or Will. Once I reached Lisa, I was instructed I would need to find my own electrician to resolve the problem. I asked "how can you be sure when the Tech that came out wasn't sure. You're making a speculation based off of a possibility without verifying". I reached out to an electrician who came out and showed me with the issue was and wasn't the breakers, they breakers did what they were supposed to do. It was the surge protector A&A installed. It was incorrect and not installed properly. I sent the pictures of the device not working (Green light wasn't on), and from the point on, everything went silent on their end, and I haven't heard from them since even after making several calls to their call center and talking to someone who promised I'd receive a call back. I called on 7/10 and I called both Ashton and the service # on 7/11. I've texted the owner, no response. I got a hold of customer service @ 2:50p on 7/11 and was once again promised a call back. No one has called me since. I'd like a refund of the money spent on the electrician

  Business response

  08/28/2024

  Dear Mr. ******,
  A&A GenPro, a licensed Texas electrical contractor, specializes in generator and related equipment installation. Our services do not extend to general electrical work. Following the recent major hurricane that affected our community, there was an overwhelming demand for technical and electrical assistance across the city.
  As you have noted, the system has been functioning correctly since its installation in 2020, a period spanning over four years. In response to your expressed concerns, we dispatched one of our qualified electricians to conduct a thorough inspection for any potential installation issues. No such issues were identified.
  It is important to clarify several points:
  1. Surge protectors do not cause circuit breakers to trip. Breaker trips are typically the result of surges or problems within the electrical system. Our technician's inspection revealed no errors or issues with the generator.
  2. Arc fault breakers may trip during power loss, whether due to utility surges or transitions between power sources.
  3. The surge protector installed is a Type 1 Surge Protector, which is suitable for installation on either the LINE or LOAD side in the Automatic Transfer Switch (ATS). The diagram provided by PSP indicates line-side installation, which aligns with the installation at your residence. The electrician you consulted appears to have misinterpreted this; we recommend they review the installation manual for the surge protector for clarification on the permissibility of line-side installation for Type 1 Surge Protectors.
  Regarding your request for reimbursement for your electrician's services, please note that you were not invoiced for our electrician's visit on July 8, 2024. This situation does not fall under warranty coverage for installation or generator equipment issues.
  We accorded your matter the highest priority. It is important to note that this service should have been subject to invoicing; however, this process was not executed as intended.
  Surge protectors are designed to fail in order to protect property, and their replacement can be performed by any licensed electrician.
  We appreciate your understanding in this matter. Should you require generator-related services in the future, please do not hesitate to contact our main line.
  Sincerely,
  Ashton 
  A&A GenPro

  Customer response

  09/04/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  
  
  The response by made by A&A GenPro isn't accurate. As I eluded to in the initial response, the breakers tripped as a result of the surge protector not working properly. Once I sent the pic of the surge protector not working and the response from the electrician that A and A told me to hire, it was determined that it was not the "Arc fault" breakers that caused the issue. That is a common issue with those type of breakers, but that was not the cause in this case. As I also stated previously, since the initial pic of the surge protector was sent and shown to not have worked properly and the response of the electrician was given, A&A to date still hasn't called or responded to me and/or my questions/concerns. Very disappointing and unprofessional. Reimbursement for the surge protector, cancellation of the service agreement that I'm being charged for, and the services of the electrical company should be paid. It doesn't make sense to pay for a "Service Package" and not be able to receive service and/or a response from said company. 
  
  Regards,

  Tyrone ******

  
   

  
  

  Business response

  09/13/2024

  Unfortunately, the surge protector is not covered under our installation warranty. You are welcome to contact the manufacturer directly if you believe you should be reimbursed for the part. As stated previously, we will provide a partial refund in consideration of the major oil change for the service agreement and cancel you the agreement as of today 9-13-2024.
  Best Regards,
  A&A GenPro

  Customer response

  09/16/2024

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  
  
  
  
   
  

• Initial Complaint

  07/13/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a generator from AAGenpro along with a monthly service contract a little over two year ago. I was told that the monthly service contract would put my name as a priority during an emergency. That's was a major reason I went with AAGenpro - Cost was more expensive than other quotes I received, but i thought that having the service agreement and being put at the top of the list during an emergency was important. Our generator stopped working 4 days ago and I contacted AAGenpro immediately and told them it was an emergency situation. Their call center told me that someone would be calling me back immediately to schedule a service technician. No one ever called me back. I've now called them every day for the past four days with no one ever calling me back or getting in touch with me. I've asked that this be escalated and that I'd like to speak to a manager. I'm still waiting for that call.

  Business response

  07/31/2024

  We're truly grateful for the opportunity to offer our valued customers such a thoughtful service agreement. It's our pleasure to provide two carefully scheduled trips over a 12-month period, thoughtfully spaced six months apart. We're delighted to reward our loyal customers who choose to enroll in our auto-renew program with a generous discount on the annual rate, along with an additional 10% savings on other services. It's our honor to prioritize our existing PM agreement clients during major weather events that cause large-scale power outages, ensuring we can best serve those who have placed their trust in us. We sincerely appreciate our customers' understanding that our response to service requests may vary based on weather conditions and workload. Above all, we're deeply committed to prioritizing safety in all our work, as the well-being of our customers and team is paramount to us.
  
  We have thousands of PM agreement customers. With our two office staffers and seven field technicians, we are sufficiently staffed to handle all these agreements throughout the year, not in one week or one month. We turned our phone over to a call center to capture every call, while other generator companies let calls go to busy signals. We listed these messages and prioritized the most urgent: homes on fire with fire departments requesting generator security, medical emergencies, and medical equipment needing power. It wasn't perfect, but we did our best. We aren't a 911 emergency agency and never claimed to be. Many of our people were impacted as well: couldn't get fuel, didn't have power, tried to find safe places for kids, faced food insecurities, and dealt with cell and internet services being down over most of the greater Houston area.
  
  We sincerely appreciate your patience and cooperation throughout this process. It's our pleasure to inform you that our dedicated technician visited your home on 7/23/2024 and conducted a thorough inspection. We're grateful for the opportunity to identify the root cause of the issue – it appears someone had inadvertently interfered with the main breaker, which was preventing power from entering your home. We're delighted to report that your system is in excellent condition, functioning flawlessly and operating well within the manufacturer's specifications. Thank you for allowing us to serve you and ensure the safety and efficiency of your home's electrical system.

  Thank You GenPro Team!!

  Customer response

  07/31/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  
  
  The explanation you provided is unsatisfactory for several reasons.  First, it fails to mention that the last person to touch the unit was your service person who came to service our equipment about two weeks before the hurricane.  He's the one that failed to turn the breaker back on after servicing our unit.  No one in our home has ever opened the generator.  I didn't even know it had a breaker on the unit until your guys turned it back on.  Second, I called your office for 6 days in a row and talked to your call center.  NOT ONCE did anyone ask me if this was a medical emergency.  They did ask if I wanted to make this an emergency trip and would I be willing to pay more.  I always said yes, because we were out of town and our alarm system wasn't working without power.  I find it unacceptable explanation that the reason no one got back to me was because you were prioritizing emergencies.  How can you prioritize any emergency if you never ask the nature of the emergency.  I told them it was an emergency, yet no one ever called me back for 6 days.  Having a call center that logs calls is worthless when no one calls you back or sends you an email.  We purchased the monthly service because we were told that we would have priority service.  Not responding to customers who have signed up for this service and who have called you and said it's an emergency, is unacceptable.  It would have been nice to at least have gotten a call or an email that says you're request has been logged and someone will get back to you by such and such a time.  I would also recommend hiring people who turn the emergency breaker back on when they service the equipment.  I wouldn't have this problem had they done their job correctly.  

  
  
  Regards,
  

  Jim ******
  
   

  
  

  Business response

  08/08/2024

  Dear Jim ******,
  We deeply understand and empathize with your frustration. Your experience matters greatly to us, and we sincerely regret any distress we may have caused. Please know that we take your feedback to heart and view it as an opportunity for growth and improvement. We are committed to learning from these events and will strive to do better in the future. Your patience and understanding mean the world to us as we work towards providing you with the exceptional service you deserve. Thank you for taking the time to share your thoughts with us.

• Initial Complaint

  07/01/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  In early May, I paid for a maintenance contract w these people then called them for repair work. They misdiagnosed the problem three times then left the battery and parts of my very expensive standby generator out on the ground and in the weather. Then they admitted they were not even authorized to do warranty work on a Kohler generator. Now with my maintenance contract, and my money, they have not contracted out the work, will not return my calls, my texts or my emails. Seven weeks later, with a storm approaching, I still don't have a working generator

  Business response

  07/03/2024

  We did sign her up after the major weather even to basic preventive maintenance program - this includes two visit over 12 month. Oil change is included. Tech discovered that customers generator brushes were broken - Kohler advised replacing them. they were replaced with new one and those were damaged. Kohler advise the tech to further diagnose as it appears there was a much bigger issue. Further trouble shooting determine that the Stator / Rotor needed to be replaced. This needed to be approved by Kohler first and the parts needed to be ordered which would take several weeks. This was all communicated to Mrs ****. Both Lisa and Will talked with her regularly. The best we could do is give her estimates. This frustrated the situation more. While we were trying to get this work authorized. We didn't know,  Ms **** called Kohler and complained. Kohler told us and another company to wait. They are going request her installer company to come out, ARC electric. While this was taking place Mrs **** is calling, emailing, demanding us to do this work but our hands were tied. She threaten bad review and BBB complaints if we don't give her what she wants. So finally up all these threats I just told my guys to got out and repair. I'll have to eat the entire bill. It has cost $1000,00 of dollars in trip, parts, labor. We will never recover. It's unfortunate that one of my tech left the battery and the vent cover out side the unit. While it wasn't at risk of damage it didn't look good and was sloppy. We are sorry for that. Mrs **** generator was back online before I got this complaint. We hope Ms **** would reconsider her reviews and know we care very much. These big repairs are never quick and easy. Ashton   

  Customer response

  07/30/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  
  
  Regards,
  
  While in large part, the business's response is indeed correct, they forget to mention the weeks long timeline, plus the fact that I offered to get the part myself, a two-day matter from Amazon, and have them install it. Then there was the matter of claiming to be certified to fix Kohler warranty items when they were not. There were multiple calls and emails because I repeatedly got no response and the only threats I made were to accurately report the situation.
  

  Business response

  07/30/2024

  There is nothing further here for GenPro to do. The Generator has been fixed at our cost over $7,000.00. We don't buy parts online. Period. the reasons are obvious.  The job's time line takes what it takes. Weather and work load permitting. As Kohler authorized dealers, we did think we could file the claim with Kolher on your behalf. We found that we were short on one element that we are completing now.  We tried to get you another dealer to work with that wasn't to your satisfaction. You called Kolher, and they tried to get your original installation company to repair your equipment, Kohler Co couldn't get them to return. I wound why. I then agreed to eat the expense to get your equipment back online. Maybe we will be able to recover the parts cost, that remains to be seen. 

  Customer response

  08/27/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  
  
  [Provide details of why you are not satisfied with this resolution.]
  
  Regards,
  
  
   response--
  A brand new Kohler generator -- retail -- size and power 30% more than mine is under $5000. 
  Yet, 7 k was spent to fix? 
  ArkGenerator, my original company, is 40 miles away, that is why I switched. 
  I would gladly leave GenPro if they would refund the maintenance contract fee.
  I would gladly move forward if they had once ever admitted to multiple errors,
  Not once was there an apology, offer of a loaner, or voluntary update of the status of repair or part.
  However, there is an excuse for everything, and of course, a $7000 repair
  
  

  Business response

  08/28/2024

  Dear Ms. ****,
  We acknowledge your request to terminate your Preventive Maintenance (PM) agreement. Please be advised that your generator has been operational since July 1st, and no further maintenance is required at this time. As per your request, we have formally canceled your PM agreement effective August 28, 2024, at 14:07 hours.
  Regarding your inquiry about a refund, we regret to inform you that it is not feasible under the current circumstances. The PM agreement, billed at $40.59 monthly, amounts to an annual total of $487.08. On July 1st, we conducted comprehensive maintenance on your unit, including an oil change, filter replacement, and plug replacement, services valued at $306.00. To date, you have remitted $162.36 towards this agreement.
  Furthermore, we draw your attention to the attached invoice from Loftin, totaling $5,950.58 for parts. The cumulative expenses, encompassing equipment, labor, vehicle costs, tools, and parts for your Stator Rotor replacement, amount to approximately $7,000.00, which remains outstanding.
  We appreciate your understanding in this matter and wish you continued success.

• Initial Complaint

  11/30/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a Cummins 20kw stand-by generator from A&A GenPro, Inc. During installation, the generator was bolted to a 2" thick concrete Gen Pad and was placed on top of a pre-existing concrete pad. Vibration pads were placed under the Gen Pad to level the generator and pad. After 45 hours of service the generator moved over 2" in one direction. The movement caused bending of the PVC conduit lines, and kinked the flexible gas line (see attached photos). GenPro service techs moved the generator back into its original position, and removed the vibration pads leaving the generator un-level. The tech thought that these actions may resolve the problem. I contacted A&A GenPro and voiced my concern about leaving the generator unlevel and removing the vibration pads resolving generator movement issue. I also contact generator manufacturer (Cummins) about the movement issue, and they stated that if the generator and Gen Pad were anchored to the concrete pad per there install requirements, all movement and level concerns would be addressed. A&A GenPro has offered to put the generator back into its original installed condition (install vibration pads and level the generator), and offered to replace the damaged gas line for $131.19. The generator has a two year installation warranty thru A&A GenPro and is still under warranty.

  Business response

  12/02/2021

  Tell us why here..Cummins and GenPro do not have a warrantable claim at this property address. We completed and started up the generator 9-02-2020 (owner Ashton). We ran a service call on 9-11-2021 – due to the client’s failure to operate the equipment properly – genset wasn’t in remote standby mode (Tech Ed).  2-16-2021 Genset ran for over 2 days per customer and “without issue”, said the client to ****. On 4-15-2021 – a “Major” service (oil change) was performed by (Tech Bob). On 10-02-2021 a “Minor” service inspection was performed (top off fluids, inspect installation, and equipment) - everything was fine with installation and the unit was operating within the manufacture’s specifications (Tech Freddie).  The generator’s total run time to date is 42 hours in a 14-month period. Never was the unit observed to be out of place by the three different techs that service the unit. Never was it observed or reported by the client that the unit had moved during those visits.
  On 10-29-21 it was reported by the Customer that the generator looked like it had moved.  We sent a field supervisor to observe the generator on 11-4-21.  It was clear that there was an event that had caused the generator to move from its installation point, which created a bend to the flex hose. That event took place sometime between 10/02/2021 and 11/04/2021 when ****, Hein (field installation supervisor) inspected generator. 
  The generator didn’t move because of vibration from generator engine. The client claims the 500lbs generator bolted down to a 100lbs concrete pad vibrated uphill. The patio foundation isn’t level. The generator engine and stator rotor (alternator that make electricity) are mounted on vibration absorptions mounts (engine mounts). There isn’t to touch a notable vibration transference from the engine to frame body to concrete slab foundation that would suggest is would bounce up a slope Client even agreed and stated this to ****. But the client still asserts that somehow the generator moved all by its self.  
  The gas system is designed to be used and installed in seismic environments. The entire purpose of a gas flex line is to move and ben from vibration, earthquake prone environments, or lawn equipment inadvertently hitting or dislodging the genset from its installation point. This is to protect the gas line integrity and prevent leaking of flammable gases. This client claims and account of events, just aren’t plausible. 
  As requested, we went out to his home (for free) and readjusted his genset back and tested gas line for leaking. We found none.  In saying all this and knowing full well that there was another event that took place. We offered to remove isolation pads. Which we did. From between generator foundation and patio foundation that was leveling the system because his patio foundation is not level. Additionally, we offered to go back out there a pour silicone base material between the patio foundation and generator foundation. This would fill whatever gaps and any potential for lateral movement. This is a labor intense and costly process. Again, we have offered to do this without a fee. He insisted that a flex line be replaced.  We have offered to do this part at cost.  Because it is a perfectly fine working part. But still the client is hostile. Attacks us with insulates. Make slanderous claims and baseless accusations towards and about staff. They have only been trying to address his concerns.
  Moving forward if the client wants a resolution to his issue with his property, he will need apologize to the staff he is engage with and after then we will be happy to move forward with the above solution at a reasonable fee.     Ashton ******* 

  Customer response

  12/08/2021

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  
  
  [Provide details of why you are not satisfied with this resolution.]
  
  Regards,
  
  1 GenPro’s claim that they do not have a warrantable claim at this property address is
  misleading. I am not sure what they are talking about. We have had numerous email
  conversations about the problems that I have with the equipment that they installed. If there is
  a protocol for filing a warranty claim. GenPro has not made me aware this requirement. I
  have asked GenPro for a copy of the 2-year warranty that they provide. I have not received a
  copy of their warranty at the time of this response. I have saved all email conversations for
  future review if needed.
  2 I agree with the completion and start up date of 9-02-2020, and that Alton was
  present during the start-up. I also agree that they provided a service call on 9-11-2021 due to
  what Gen Pro describes as failure to, operate the equipment properly. When the generator
  was turned over to me, Ashton provided 5 minutes of training and told me to play around with
  the unit to get familiar with the generator settings, and by doing so could not damage the
  generator. In following his recommendation, I put myself in a situation, that I didn’t know how
  to resolve, and asked them for their help. If GenPro would have provide adequate training
  and had not recommended that I play around with the generator settings, this incident would
  have never happened. This event is irrelevant to the issues at hand. I have not touched the
  settings since this incident
  3 I disagree with GenPro’s claim that the unit ran successfully for over 2 days during
  the power outages that occurred during the freezing conditions Texas experienced last
  winter. Later in their business message they state that the unit had 42 hours of run time in 14
  months. I do agree that the generator had 30 to 35 hours of successful run time after the
  winter freeze.
  4 GenPro states “that never was the unit observed to be out of place by the
  technicians that serviced the unit”. I am not sure if this is an accurate statement, but I noticed
  bending in the PVC conduit and gas flex line prior to the time that the gas line was kinked as
  shown in the photos that I provide to GenPro and BBB but was not able to correlate the bent
  lines with movement of the generator at the earlier times.
  5 On 10-29-21 I contacted GenPro because of a gas leak my wife and I detected
  around the generator, and also told GenPro that the generator had moved from its original set
  position as they reported. When the installer arrived it was clear to everyone that the
  generator had moved off of it’s original set position, and in doing so kinked the flex gas line
  and bent the PVC conduit as was reported by GenPro. A weather event (strong wind and
  heavy Rain) occurred on 10-29-2021 causing a power outage. The generator came on and
  ran for approximately 2 hours. This event could have resulted in the generator movement and
  the damage that occurred because of the movement.
  6 GenPro’s comment that the generator didn’t move because of vibration from the
  generator engine is a baseless claim. I did think it was odd that the generator vibrated up a
  John **********
  Claim comments
  Dec 8 2021
  slight incline as was stated in GenPro’s comment, but GenPro’s comments that suggest I
  may have moved the unit or that I hit the generator with a lawn mower is strictly an attempt to
  slander me and make me out to be the perpetrator of the damaging events. I could have not
  moved that generator set by myself if I tried and their claim that the generator was hit by a
  lawn mower is more evidence of them trying to defame my character. There are no black tire
  marks on the shell of the generator to support the claim. The lawn service that cuts my grass
  uses a push mower in the back yard. I challenge GenPro to bring their push mover out to see
  how many hit with a lawn mower it would take to move the gen set over 2 inch.
  7 GenPro has made a baseless claim the unit does not vibrate, and vibration is not a
  plausible cause for the movement of the generator. I went to the unit on Monday morning
  during its weekly ten-minute cycle and placed my hand on the unit when it was running and
  felt vibrations higher than I expected. I would like Cummins to come out and perform a
  vibration analysis on my generator to determine if the vibrations are at acceptable limits. I am
  sure that they have this in-house capability. Based on their extensive experience, they may
  also be able to come up with a credible cause for the generator movement.
  8 GenPro made an issue that they came to my home (for free) to place the generator
  back into its original set check of a gas leak. When my wife and I smelled gas, I noticed that
  the generator had moved and that the flexible gas line was severely linked, I contacted
  GenPro knowing that the generator was compromised and presented a safety issue and was
  still under warranty, and they act like they did me a big favor. It was their responsibility come
  out and provide a safe dependable generator exactly as I expected when I purchased the
  unit.
  9 GenPro has stated in several areas that they do not understand how the generator
  could move other than claiming that I did something devious to damage the unit. I contacted
  Cummins corporate office and talked to one of their technical advisers (Tommy). He informed
  me that if the generator was anchored properly. as they require, the generator would have
  never moved. I also contacted the Houston Cummins office and talked to Peter one of their
  technical representatives, He also informed me that if the unit was anchored properly that
  there would have never been a movement issue. GenPro has maintained that the unit was
  anchored properly.
  10 On 11-04-2021 GenPro sent their field installation supervisor out to try to address the
  generator movement problem. He removed four 2X2” rubber composite vibration pad that were placed in
  each corner of the gen-pad to level the generator leaving the generator in a unlevel condition. He
  commented that what he did may resolve the movement issues. I guess that GenPro expected me to
  accept these actions as a resolution to my problems. I am concerned that their actions may have
  worsened the conditions that cause the damage.
  11 During the event that caused the unacceptable movement of the generator the gas
  flex hose was severely kinked as shown in the photos that I submitted. GenPro has taken the
  position that the hose was not damaged and that it is a perfectly fine working part. I contacted
  John **********
  Claim comments
  Dec 8 2021
  the manufacture of the hose and explained the damage that I was seeing. He informed me
  that the hose was designed for a 7” minimum bend diameter. In simple terms it would be
  acceptable to bend the flex hose around a 7” diameter pipe but bending the hose to a small
  diameter would violate the hose design conditions and damage the hose. The also stated that
  if there was any visible damage to the hose, they highly recommended to replace the hose
  due to safety concerns. The flex hose after straightening is out of round and the outer rubber
  sheath shows evidence of cracks or strain lines. Determining if this hose is damaged can be
  easily performed. I recommend that the hose be sent to one of Housto's many metallurgical
  labs. The lab can evaluate the hose to determine its condition. If it is determined that the
  hose is not damaged, I agree to pay for the lab services and the replacement of the hose. If it
  is determined that the hose is damaged, GenPro will pay the lab fees and hose replacement.
  I need to know what GenPro will charge me if I have to replace the hose. In one of their early
  emails they provided a cost of $75, and in one of their last emails they provide a cost of $131
  to replace the hose.
  12 GenPro has made baseless accusations that I have been hostile, attacked them
  with insults, made slanderous claims and baseless accusations toward their staff. There is
  absolutely no merit to these claims. They also stated that I will need to apologize to the staff
  that I was engaged with. This is just a ploy by GenPro to delay or void my claim. They know
  that I am not willing to apologize for something that I didn’t do. All of our correspondence has
  been handled thru emails. I propose that GenPro and myself sit down with BBB or an
  arbitrator to go over the emails so that GenPro can point out the false accusation that they
  claim that I made.
  13 GenPro claims that they offered to silicon the space between the Gen Pad and my
  patio slab to anchor the system. They offered nothing and provided no cooperation to resolve
  the problem prior to me sending the complaint to BBB.
  14 All that I requested was for GenPro to provide me with a safe reliable generator
  exactly what I paid for. They have fought me through all our discussions and offered no
  reasonable corrective actions prior to me contacting BBB. I contacted BBB because I was
  frustrated and felt that I had exhausted my avenues with GenPro and was getting absolutely
  no cooperation

  
   

  
  

  Business response

  12/21/2021

  We have installed the Mr. **********'s generator to manufacture guidelines.   We've inspected the flex hose and found no damage.   We can't warranty a part that is not defective.  If Mr. ********** want's the flex hose replaced; he'll have to pay for it.
  
  
  In addition, we have offered to re-install the vibration pads at no cost.  
  
  
  If Mr. ********** want's the GenPad silicone'd to his unlevel patio slab, we could help with this for a fee.  
  
  Since Mr. **********'s behavior continues to be hostile with our staff, we believe an apology is a necessary and reasonable request.  It wouldn't erase his behavior but it would at least be taking a step in the right direction.   We need to be able to trust that he won't act again in a disrespectable manor to our staff when he feels he's not getting his way.  and an apology from him would at least demonstrate his willingness to amend his behavior and be more civil with us in any future communication. 

  Customer response

  12/21/2021

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  
  

  1. I contacted Cummins corporate office and Houston office. Service representatives from both offices informed me that if the generator was anchored properly, I would have not experienced the unacceptable generator movement issue.

  2. As stated in my last BBB correspondence the hose should be sent to an independent Metallurgical lab to determine if the flex hose is damaged.

  3.  GenPro offered to silicone the generator to my slab to resolve the movement issue at no cost to me, I accept their offer. This is documented in our email correspondence.

  4. The statement that I continue to be hostile is false. I addressed this in my last BBB correspondence.
  
  Regards,
  
  
    John **********

  
  

  Business response

  01/21/2022

  Tell us why here..We responded back in the beginning of Jan after the holiday. Here is what we said. 

  Once again, your demands are unreasonable  and no without compromise - we have offered reasonable expense solutions and you refuse to except or make any reasonable compromises.  

  1. - Agree - “GenPro” installed the generator in accordance to the installation instructions and was anchored properly. There was no unacceptable movement from this process.  
  
  3-  You're welcome to send your hose where ever you like. We (GenPro) are not paying for it or agreeing to the suggestion.  
  
  2 - We offered you the silicone; that was offered as a solution not at a free cost. But what was ever discussed prior to these BBB conversations, is off the table.    
  
  4 - Simply put, you are hostile and unreasonable.

  Customer response

  01/31/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  
  
  [Provide details of why you are not satisfied with this resolution.]
  
  Regards,
  
  
   This message is in response to my complaint submitted against A&A GenPro Inc. on 11/30/2021.
  The complaint was assigned ID # ********.
  This is the Owners response to A&A GenPro’s latest response issued 1/27/2022
  GenPro has stated that my demands are unreasonable and without compromise and that the generator was installed and anchored correctly.
  When I purchased this generator, I expected a safe and reliable unit that would provide years of service, but that is not what I have.
  The generator moved from its set position by more that 2” damaging the flex gas line.
  Cummins corporate office and their Houston office technical specialist stated that if the unit was anchored properly. It would have never moved. Yet GenPro continues to state that the generator was anchored properly.
  I have asked GenPro for a copy of **** Hein’s (GenPro’s field installation supervisor) Plumbers License Number, and they have not responded.
  I also contacted the Texas State Board of Plumbing who did a search for me, and the did not show a license for **** Hein or that A&A GenPro had any licensed plumbers in their organization.
  I can only assume that GenPro is installing gas line with unqualified people, and that the field service installer who stated that my gas line was not damaged has no certifications or qualifications to make that determination.
  Per Texas state laws, only licensed plumbers or journeyman plumbers working under a licensed plumber are allowed to install gas lines.
  I had made the recommendation to send the gas line to an independent metallurgical lab to determine if  the line was damaged. If it is determined that the is not damaged, I would pay the lab fees and pay to replace the line. If the line is damaged GenPro would pay the lab fees and replace the line.
  GenPro has stated “we are not paying for it or agreeing to the suggestion.”
  If GenPro would stand by their conviction that the line is not damage, they would pay nothing.
  GenPro offered to silicon the gen pad to my patio slab free of charge only until they found out that I contacted the BBB. Then they withdrew the offer from the table.
  If the generator was anchored properly as they have stated, why would they offer to re-anchor the generator.
  GenPro has stated that I was hostile attacking their employees with insult.
  All our correspondence were done by email. I have asked GenPro to point out these attacks and insults in the email correspondence, and they have provided nothing.
  When I purchased this generator, I expected a unit that would provide safe and reliable stand-by power for 200 to 300 hours of reliable service during a hurricane
  What I have is a unit that operated 42 hours and moved off its set position damaging the flex gas feed line.
  I had 7 years of warranty from Cummins, and 2 years warrant from GenPro. Neither organization wants to step up and do the right thing and provide me with the safe and reliable generator that I paid for.
  
  
  
  
  
  
  
  

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩