National Power

The technician improperly diagnosed the problem and escalation to the Director proved to be disappointing. I do not recommend using this company. Below is a more detailed accounting and the response from the Company. The technician from National Powers explained he checked out the system and the Generator was fine. The problem was the Gas company's regulator needed to be recalibrated or replaced. The Gas company ran a test and showed me the regulator was properly working and the problem had to be with the Generator. I called NAtional Power and they said it should work. If I wanted to send someone out again, they will have to charge it as another visit which includes the cost for travel to my house. I told them that I did not trust the technician they sent as Gas Co and National Power were pointing fingers at each other. I had another company (recommended by the Gas Co. Technician) come to the house. He found that hose connected to the Generator (recalled 15 years ago by the Manufacturer) was cracked in 3 places and leaking gas into the ground. In addition to replacing that part, he found the sparkplugs had not been replaced in a long time, the air filter was bad and oil was leaking (never properly tightened). I called National Power to complain as, based on the work performed by the other company, it seemed normal maintenance work was not performed in Sept 2017 and the technician they sent to the house incorrectly assessment that status of the Generator. (Their fee as $320.00 for maintenance) . I sent pictures of the recalled part and the sparkplugs. The Director told me that the cracks were likely the result of being replaced. I told him I saw the part before he removed it and there were cracks. There was never an apology for the stress and inconvenience. The ask from the Director was 'What do you want?". explained I wanted reimbursement for the Sept 2017 visit as it seems the maintenance was not properly handled. In addition, I wanted reimbursement for the Gas Company charges as fault was with a Generator Part that should have been replaced as part of normal maintenance. He said that the recalled part was likely replaced by them before, and they just 'didn't feel the need to tell us'. I shared that was not possible because the replacement part was a different size and required work to retrofit. As far as the spark plugs? He said that, if the spark plugs were bad, they would have told me and charged me to replace (It had always been covered as part of maintenance). The only response regarding the leaky oil was that this new technician obvious wanted my business. He said that he would pay for the Gas Company charge and would investigate the maintenance records. I received an email a few hours later stating " I have looked through our records and feel confident that we have serviced this unit correctly. Regarding the service call in April I will zero out the invoice and stop the renewal request from being sent. I apologize for any inconvenience and wish you the best with your new generator service provider." I followed up and asked they cover the fees from the Gas company and a refund for the September 2017 Maintenance. His only response was that , "He did not agree to pay for it and he would call me when it was convenient". My repeated attempts to obtain a copy of the Sept 2017 maintenance work performed have been ignored as have been the calls and followup emails to discuss the manner. I am very disappointed both the service and the response by their Director.