Trinity Generators & Electrical Inc.

"Sorry to hear this. However if you read what warranty covers and does not cover you would see that it covers defective parts and all repairs done during normal business hours as non emergencies. You had called and insisted we come out right [Member Information Removed] which is an emergency call. You did not pay the emergency fee we only charged the standard fee, so you had a deal for this alone. Before arriving your daughter cleaned up all the oil which makes it hard to find any leaks to see where they are coming from. We ran your unit for 15 minutes and saw no leak anywhere. Since we did not see any oil leaking there is no actual repair to do. You then called and said oil was in the base of your unit and we told you not to clean it up that we would do that when we came out. We did not charge you for the return trip to find the leak. On the second trip with the oil not cleaned up we were able to find the leak and do the repair. The repair was fixing a loose fitting. This is not covered under warranty since it was not a defective part, which is what the warranty covers. Your unit has been installed since 2021. Sometimes this happens and we cannot control this. Even after fixing the leak we still did not charge you anything for that repait even though we did have all the cleaning material and the oil we added to your unit. As far as going to voice mail that would be very rare to happen with our phone system we have and that would have meant that the office was busy on the other lines and could not pick up and we also have an answering service for after hours. Final point is that this was not a warranty issue. All consumers must read there warranty. If you do not have that we would be more then happy to supply it so there is no misunderstanding as to what is and isn't covered. Thank you for your continued use of our company and we look forward to servicing your unit In September."

"You first had someone out to repair your generator before us, who is not a certified Generac dealer, who could not repair your generator. When we arrived we found the generator not fully put back together. We took care of that for you. We then found the battery was bad and that the valves were off. We called you for approval and payment for that part of the work and explained that to you. You stated that the other tech did the valve adjustment, but they were off. We could not fully diagnose the issue with a bad battery and bad valves. You authorized the work and payment for that part. Once that part was replaced and fixed, we continued our diagnosis and found the next issue with why your generator not was not working correctly and called you to explain the steps and to get authorization for that. The starter would not release right away. We found bad magnetos and explained we need to replace them in order to check the controller. Your generator is from 2014 and we last serviced your generator in 2017. As we explained at the start of the request for service, the service call fee is for up to the first hour including travel, but does not include parts(your warranty is expired) or additional labor."