Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

• Initial Complaint

  Date:02/06/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On Monday August 7th 2023 Two Brothers was scheduled to perform a service to our Generac Generator at the home address.An employee called that day to say he was on his way. I was home but no one then showed up at the house. We even checked the Ring Door camera, no one came to the door. We did not receive anything further until approx **** days after the scheduled appointment, a lady called from your company stating that our generator was not to code??? and would we like to get a quote to fix it. We explained that we were confused and nobody showed up, we heard nothing more. Our Generac generator was installed bu an authorized installer in Aug 2015, previously serviced by other companies and no changes have been made in that area since installation.Two Brothers failed to show, we paid for the generator to be serviced and checked by another company, there were no issues. Now, some 5 months later we received an invoice for $175 on January 20th ****, this is the first invoice also there was note that our invoice is past due???Clearly, there is some misunderstanding and oversight on their part, mistakes happen but they seem to be being compounded. We request full resolution and a full refund of the $175 paid via check # ***.

  

  Business Response

  Date: 02/08/2024

  See email sent to ***************************************************** sent 2/8 approx 11am

   

   

  Hello I tried to send this via the link but unfortunately images are to big and the only way i know how to resize is via email.
  
  
  

   

  Ill respond and send pics in email and on the link copy and paste this text into and reference this email.
  
  
  ********************* was a first time customer, each first time customers verbally are told at phone call - this is our first time out, we will check to ensure in code trained and advised by Generacespecially sensitive to carbon monoxide.  ********************* knew in order to schedule he was susceptible to this trip charge and min hr labor in order to set appt with us.
  
  
  His claim we were not there is false as you can see documentation from fieldedge and pics are time stamped and dated.
  
  
  Please let me know if you need anything else from me.
  Thank you,
  *****************************

  Customer Answer

  Date: 02/09/2024

   I am rejecting this response because they failed to show up.

  I was home, no one came to the house, we even checked the cameras, no one came to the door.

  The first invoice was sent 5 months after the scheduled appointment and they stated we were overdue??

  Terrible customer **********************, called 1 week after they appointment and claimed a false issue as their excuse for not showing.

  They have compounded their errors and need to issue a full refund.

   
  
  

  
  

  

  Business Response

  Date: 02/12/2024

  We are unable to do anything further for this customer.  As mentioned in previous responses customer was aware of costs up front, and further more paid the bill. If the customer would like us to move unit into code wed be glad to credit this initial charge.