PAQUETTE ELECTRIC CO INC

I have a 13 kW Generac propane-powered backup generator. After two recent long outages, I noticed that it was running rough on its weekly exercise. It was slow to start and would also backfire when starting. I checked the owner’s manual and tried some of the suggestions to no avail. I called Paquette Electric, Inc., the local Generac dealer and talked to Randy. A technician came on 4/18. He spent 3 hours and: (1) Checked spark plug gap (he said it was 0.053” and said they use 0.030” I had installed new plugs gapped at the recommended 0.040”.); (2) Checked the spark with the simple “dangling spark plug” method; (3) Adjusted the valve clearance; (4) Checked compression; (5) Checked gas pressure; (6) Checked the transfer switch. After studying the repair manual and talking to the factory he said he wasn’t sure, but the problem might be the magneto coils that provide the spark, they have had other generators with that problem. They are difficult and time-consuming to replace. I received a bill of $300 for his efforts, incorrectly listing it as “annual service”. In addition to the difficulty diagnosing the problem, the technician used ordinary pliers with plastic-dipped handles to remove and replace the cartridge fuses in the transfer switch for one of the tests. I commented on that, he said he was careful, and they were insulated pliers. Randy said the next step would be to take the generator back to the shop, and work on it there. I was hesitant, so he sent a different technician the next day. He adjusted the valve clearance again (!) and also thought the problem might be the spark. They took the generator back to the shop (2 guys with a special dolly and flat bed trailer). A few days later, Randy confirmed that the problem was bad spark, and the magneto coils needed replacement. The diagnosis charges to date were $900 to $1000. He quoted $2600 to repair and return the generator, which he said also needed a new muffler that was “starting to give way”. He also quoted the option of $6439 to replace the generator with a new 16 kW Generac. I was curious about the difficulty in diagnosing bad spark. I found there is a Generac spark tester, part number 0C5969, $30 online, or an apparently identical one at a local auto parts store for $8. I thought the quoted costs were way too high! I called Generac, talked to customer service, and asked if the costs were reasonable. They said they had no information and suggested that I talk to some other local dealers. They gave me the names of two local dealers. Here’s where it gets interesting. Dealer #1: I described the problem, and he said, “You must be dealing with Paquette!” laughed and said that they probably adjusted the valves. He said that the magneto coils are often the problem and quoted $400 to do the repair. Dealer #2: I described the problem, he quoted $300 materials and $500 labor (about 8 hours). I told him the quoted diagnosis and repair costs, and he laughed. He said they should have used a spark tester. He said he uses a small tent, so he can do the entire repair on-site. I called Randy and asked him to return my generator, so I could have another dealer repair it. He said ok, no problem. The next day, Mike, the Paquette president, called me and asked about the problem. I told him all the details. He seemed surprised about the quoted repair price, and said he’d get back to me. On May 8 Mike called back and told me: 1) Randy said a spark tester is difficult to use in daylight, so no diagnosis of the spark could be done. 2) Employees using pliers for the fuses is okay because they are aware of safety issues. OSHA (Federal law, 29 CFR 1910) would simply call that unsafe. Federal OSHA regulations say: 1910.335(a)(2)(i)(A) Fuse handling equipment, insulated for the circuit voltage, shall be used to remove or install fuses when the fuse terminals are energized. 3) The damaged muffler was replaced with a used muffler. This was a nice gesture but was done without my permission. 4) Randy’s $2600 repair estimate was due to Randy being “young and eager” and wanting to sell a new generator. 5) He did not mention Randy’s seemingly high $6,439.24 replacement quote for a new generator. 6) He agreed to return my generator. 7) I agreed to pay the initial $319.05 charge for attempted diagnosis of the problem. On May 10, I emailed and asked about the return, Mike replied that it would be done the next day. The next day it was returned and reconnected. I noticed that the technician did not have any wrenches to reconnect the gas pipe, he used two large piers (see photo), and he did not leak-test the joints when done. Now, 3 weeks after my initial call, I’m waiting for Dealer “#2” to look at it. Update: Dealer “#2” diagnosed no spark on one cylinder (using a spark tester in broad daylight). A few days later he setup a canopy tent and folding table at the generator and completed the repair in less than one day. He mentioned that some of the valves were badly adjusted and readjusted them. His charges were about $900.00. (The technicians conducted themselves in a professional manner, but having proper tools and equipment is part of being a professional. They did not have a spark tester, insulated fuse puller, or wrench.)

unknown

I was looking for someone with same day service and they showed right up.  Assessed the problem, came back with the needed parts quickly and fixed the issue.

unknown

Great.

The service was excellent. I had trouble finding someone in my area, and they were available and did a great job. I would recommend them.

Paquette was good on their estimate and installed the 10KW generator at my home. It took merely one day. The installer was fast, worked well, and seemed to do a good job. Last week, 8-30-12, we lost power for about 3 hours. It was then I discovered that two circuits were not wired correctly. This was due to a mismarked electrical panel. This should have been discovered during the test on the installatiion day but apparently the installer never tested each and every circuit.
When we discovered the two circuits that were not wired correctly during the power outage, we called Paquette and explained the problem. Project Manager Strunk dispatched a worker to fix the problem the very next day. Armond, the electrician, promptly showed up a 07:00 the next day. He, along with my help, traced down the mismarked circuits and fixed the problem. All well and good.
A week later, I get an invoice in the mail for $95.00. I called Paquette to question the invoice since this problem should have been discovered and fixed upon the installation. I talked to accounts receiveable. She referred me to and quot;Mikeand quot; who asked me why I questioned the invoice. I explained the situation and he paused for a moment and then said: and quot;ok ....I guess we will eat this oneand quot; and promptly hung up the phone. No thank you for calling, no thank you for being a customer, no good bye, no nothing... This was rude, not very customer sensitive, and I only wonder how this company would be if we had a serious problem.
Although I was quite satisfied with the installation, and the generator, I am very disappointed with the service call follow up. Paquette was correct in recinding the service charge, yet they did so begrudgingly, which made us feel very wary about any service calls for the future.
Overall, the installation was good except for the thorough testing of all circuits, and the follow up service call was handled in a professional manner, the fact that the office attempted to invoice me for their initial lack of complete installation process makes me apprehensive about using them for future service calls.

They were exceptional. They were in and out of here in a few hours. Two men came and I have an older home which had some hodgepodge electrical which did not save these guys at all. There was no limit on how many junction boxes or anything, they just did everything. It was great. They were Johnny on the spot not a minute to waste. They never hung me up. They were very timely. I never had to call them up or wonder. I could not have asked for a better experience than with Paquette Electric Co Inc. In a world of contractors there is lot to be desired out there and I don't use contractors very often. I have always been self reliant and I am a pretty impatient person so when I say they were Johnny on the spot they were Johnny on the spot because I don't put up a lot of sweet time gossip.