Report: #1412031

Complaint Review: Reliable Power Systems

  • Submitted: Wed, November 15, 2017
  • Updated: Wed, November 15, 2017
  • Reported By: Louis Cyphre — Boca Raton Florida United States
  • Reliable Power Systems
    6451 E Rogers Cir #2
    Boca Raton, Florida
    United States

Reliable Power Systems Reliable Power Systems Generator Reliable Power GeneratorReliable Power Company Provides Generator Service Contracts and Doesn't Respond or Repair Boca Raton Florida

*Author of original report: Report accidentally says I contacted B and B Power Solutions to get my money back and meant to write Reliable Power Systems

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Reliable Power Systems charges for a Generator Maintenance and Emergency Service Contract yet does not do proper maintenance (possibly none at all) and does not respond to emergency phone calls for days.  It is imperative to have a generator service agreement for two reasons:
-so that your generator is in good repair when a hurricane hits and power is lost for an extended period of time
-so that if your generator doesn’t work when power is lost they will come and fix it quickly (within 24 hours as per the contract)

The following are specific provisions in the contract that are all critical and were breached by Reliable Power Systems (summary below):
1. [continued below]....

.....  Maintenance visit includes among other things, “Check belts for wear and tear”.  
2.  Member Benefits include among other things, “24 hour live answering service”.
3.  Member Benefits include among other things, “Emergency response time within 24 hours or less"

-On July 23, 2017 I entered into the attached agreement with Reliable Power Systems to provide maintenance and emergency services if needed for my standby at home generator.
-On or around August 15th, 2017 Reliable Power allegedly performed the scheduled maintenance as per our contract. Scheduled maintenance as per our contract includes “Check belts for wear and tear".
-On September 10th, 2017, approximately 3 weeks after the Reliable Power Systems service, the power went out due to Hurricane Irma. The generator is supposed to automatically turn on and it did not (this never happened for the 5 years before Reliable Power serviced my generator).  I went outside during the storm and turned the generator on.
-On September 10th, 2017, after running for 8 hours, at around 10pm the generator stopped working.  I went outside and the generator was smoking and overheated.  I immediately called Reliable Power and there was no answer (would ring a few times and then automatically disconnect).  I continued to call Reliable power throughout the night (phone was not answering) as well as throughout the next day (September 11) and the next day (September 12) and finally got an answering service after continuously calling for approximately 40+ hours trying to reach them.  The whole purpose of a generator service contract is support during emergencies when you have no power.  To not be able to get in touch with anyone during an emergency defeats the purpose of the contract.  
-I told the answering service that I am extremely upset that there was nobody answering the phone on the 10th, 11th and not until the afternoon of the 12th and that my contract states that they were supposed to have 24/7 answering service at all times.  She said that she was sorry.  I told her this is an emergency as I have a 1 and 3 year old and that my home is close to 90 degrees inside because we have no power and that we lost all of our perishable food that was in the refrigerator and freezer.  She said that I need to give her $195 payment to reserve an appointment (price gauging a contracted customer - this illegal act has been reported to the state and the BBB) she will put me on the list and that I should have somebody come to my home by September 14th (4 days after trying to get service and 2 days after speaking with someone).  I told her that is not acceptable as they are supposed to be here within 24 hours as per our contract and that would be 4 days.  
-My power came back on September 13th so I called Reliable Power and received the answering service and told them to cancel the appointment as I don’t want to pay $195 and my power is back.  They showed up anyway on September 14th (as nobody needed emergency service anymore since the power was back already).  I told the technician that I called and cancelled service yesterday and he proceeded to curse me out.
-I called B and B Power who came to my home and diagnosed the problem as a worn out fan belt (see attached letter).  The fan belt was supposed to be inspected as per our contract during the Reliable Power maintenance visit a few weeks earlier. The fan belt was so worn and stretched (photo attached) that it was hanging and not connected.  This is a very inexpensive part and everyone knows to replace it if it looks even slightly worn as the generator can’t run with out it and is needed during these emergency situations.  B and B Power replaced the belt and the generator works fine.  I entered into an agreement with B and B Power to take over the maintenance and emergency service of the generator from Reliable Power as their service is worthless.
-I contacted B and B Power Solutions to tell them that I would like my money back as they materially breached their agreement in multiple places.  I explained to them in detail what they did and they said they do not provide refunds.  I told them that I would be contacting my credit card company to dispute the charge and they said that I should do what I like.  I know a few other people who used Reliable Power Systems and had the exact same problem I did related to no phone service 24/7 and no emergency service within 24 hours.  I asked the company for a copy of their phone records showing that their emergency phone line was working and they refused to provide it.

1. I have attached a copy of my contract with Reliable Power with arrows showing the critical provisions that were breached by Reliable Power.
2. I have attached a photograph of the worn out belt in the generator that caused the problem and should have been repaired during the maintenance visit.

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This report was posted on Ripoff Report on 11/15/2017 10:57 AM and is a permanent record located here: The posting time indicated is Arizona local time. Arizona does not observe daylight savings so the post time may be Mountain or Pacific depending on the time of year. Ripoff Report has an exclusive license to this report. It may not be copied without the written permission of Ripoff Report. READ: Foreign websites steal our content

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#1 Author of original report

Report accidentally says I contacted B and B Power Solutions to get my money back and meant to write Reliable Power Systems

AUTHOR: Louis Cyphre - (United States)

B and B Power Solutions is a great company that I highly recommend that took over the service of my generator from Reliable Power Systems which is the Company that refused to give me my money back who will now be a defendant in a lawsuit.

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