Warning to any new customers!!
My wife and I hired and joined Philbricks' generator service program under the belief that we were working with a reliable local company. Unfortunately, our experience has been defined by misdiagnosis, poor communication, missed appointments, and billing practices that we believe are misleading at best.
* In June, our generator began throwing error codes. Philbricks quoted us $1,160.08 to resolve the issue, stating the problem was the control panel.
* after dodging scheduled appointments and no showing - On October 10th, their technician installed the quoted part. We paid the invoice in full that same day.
* Within five days (October 15), our generator began throwing the exact same codes--clearly indicating the original issue was not properly diagnosed or fixed.
* From October through mid-November, we had to repeatedly follow up with Philbricks to get any progress or communication. Appointments were missed, rescheduled, or delayed without notice. We were told a new part would be ordered at no charge.
* After the second repair attempt on November 19, we received an unexpected second invoice for approximately $1,800--despite never being told in advance that additional work would carry any cost.
* We were even prompted to leave a 5-star review before receiving this surprise bill. When questioned, we were told not to pay it yet and that the matter would be "finalized in 3 weeks."
We were led to believe the original $1,160 payment would resolve the problem-that's why we called the "professionals". Had we been informed of any further costs, we would have chosen to stop working with Philbricks immediately and sought a second opinion or bought a new generator as a whole.
This situation has wasted months of our time, disrupted our work schedules, and left us with lingering generator issues and surprise bills. It has been a deeply frustrating experience from start to finish, and we are incredibly disappointed.
My Wife and I will now be forced to settle this poor customer service and deceptive business in court as Philbricks has chosen to pursue us. They are also holding our service contract hostage after requests to cancel.
If you're hoping to avoid anything like this, as a consumer who made the mistake, do your research and choose any generator provider other than Philbricks. read more