Had Kohler generator system installed 14 months ago for over 12k. Came out and noticed a noise coming from the system. Quickly discovered a gas leak in the piping they installed. Called after hours line and was told I wasn't a paid subscriber to after hours program so would be a 4hr charge at time and a half. Furthermore, was told by tech he didn't hold a gas fitters ticket...nor had doping to fix the issue. Well...kinda of glad I didn't pay for the after hours subscription. What good would it have done. As I was trying to wrap my head around the lack of customer service. The tech suggested I go to a hardware store and buy pipe doping and fix myself. Apparently their installation carries no warranty. I'm sure most gas fitters would agree that if done correctly a pipe shouldn't leak in 14 months.
Fast forward to Jan 3rd. I called and explained the situation with after hours and exactly what was wrong. The csr said she would send someone out and look after it. So they came yesterday and sent a non ticket guy who informed my wife he thought the leak was in the unit. He then noticed the bright blue doping and leak on the pipe. He quote said to my wife "this absolutely is on us to repair" and we will have to come back. Well...this am I get a call from Ashley and Adam telling me there is a 4hr charge to come out. I'm said that's unacceptable after some back and forth. Ashley said she would speak to the office manager and have her call me
Well she just called and said "they stand by their decision and it's 4hr charge of $420 to repair their shotty installation. So be forewarned...you get 0 warranty when dealing with these people on the installation side. I could understand a leak if the system was old but 14 months and 20hrs ...come on.
Terrible experience considering I just paid them $400 to maintain and inspect the system 6 weeks ago. Nevermind the fix is probably about 10 mins of a trained gas fitters time.
- Approximate cost of services:
- $12,500.00