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Business Profile

Generators

MasterAire

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Generators.

Complaints

Customer Complaints Summary

  • 5 total complaints in the last 3 years.
  • 3 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

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.

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Complaint status

Complaint type

  • Initial Complaint

    Date:04/04/2025

    Type:Service or Repair Issues
    Status:
    Unanswered
    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 May 3, 2024, ******************* purchased a new 20kW MasterAire gas/propane generator for $9,800 USD to power our FM radio transmission equipment located on ************* outside of *********, *****. The approximately 800 pound generator was set in place using an excavator in October of 2024. A structure was built around it to protect it from the weather.On January 8, 2025, the generator was successfully setup to work with our inverters to keep our batteries charged when solar power was not adequate to keep our batteries charged to meet our power demands around the clock. Within the first few minutes of operation, an intermittent screeching sound came from the fan mounted to the water pump hitting the cowling that covers the fan. The sound was infrequent but occurred roughly every 10 minutes for a second or so.On January 12, 2025, I performed the break-in oil and filter change at 24.5 hours runtime on the engine. I also checked the coolant level which looked fine. The intermittent screeching noise was again noticed.On January 20, 2025 at 10:30PM the generator was running but abruptly stopped (no one was present, but the stoppage was noticed through online monitoring). I went to the tower site and found that there was oil and coolant on the ground and the pulley on the front of the water pump was loose, it flopped around when moved indicating it was no longer secured to the water pump.The mechanic who came and assessed the problem said that the water pump was defective and when it failed, the loss of coolant caused the engine heat sensor to not detect the problem until the engine had overheated. He said the entire engine needs replacing. The initial screeching noise indicated the problem that finally resulted in the water pump and engine failure after 30 hours of operation.The generator was shipped to us defective. We noticed a problem that quality assurance should have caught and fixed before the generator was shipped to us.

  • Initial Complaint

    Date:12/02/2025

    Type:Service or Repair Issues
    Status:
    Resolved
    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.
    CONTACTED MASTER AIRE TO PURCHASE A 20 KILO WATT GENERATOR FOR DELIVERY OCT 7 2024 . THEY SAID IT WILL TAKE 8 TO 12 WEEKS TO BE DELIVERED TO ME. WE PAID $11,100.OO DOWN PAYMENT , HALF THE PRICE FOR THE GENERATOR TO THEM. I CALLED THEM NUMEROUS TIMES UP TILL TODAY ABOUT THE GENERATOR. 5 WEEKS AGO THEY TOLD ME THAT THE GENERATOR WILL BE ANOTHER MONTH AT LEAST . I AGREEED ON 8 TO 12 WEEKS WHICH FOR THE LAST 4 WEEKS IM LOSING MONEY BECAUSE I HAVE EQUIPMENT IN MY SHOP THAT NEEDS THIS KIND OF POWER SOURCE TO OPERATE. AND ARE NOT POWERED UP FOR PRODUCTION TO MAKE MY PRODUCTS. AS I VE BEEN CALLING AND THEY DO NOT HAVE A DELIVERY DATE FOR ME TILL THIS DAY.

    Customer Answer

    Date: 12/03/2025

    The business has called me and they have offered resolution. I am happy and good to close as resolved.

  • Initial Complaint

    Date:02/10/2024

    Type:Product Issues
    Status:
    Resolved
    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.
    Bought a large propane generator and not only is it a lemon they blame me for the problems, will not answer or troubleshoot the issues, had misleading claims, many of the gas lines fittings leaked, they used water teflon tape for gas lines, all the equipment tags are in Chinese, there is not start up manual. I asked how much DEF fluid to use and they said 20gal and it only took 4. They couldnt tell me how much oil or antifreeze to put in. The generator had a misfire from the beginning but said it was my gas pressure issue. Took apart the engine and found oil and metal shavings in the spark plug and coil. They told me to take it apart to figure out why. This is a brand new unit. The specs on the website for propane consumption are about 1/2 what the actual consumption is. The compressor that charges the DEF reservoir doesnt generator pressure and tether told me to buy a new one myself. They will not give my money back. Now I need to spend tens of thousands on a lawyer total fraud! Zero help! No manual! Everything in Chinese. Leaking propane on many fittings. They are only and importer from *****. Please stay away.

    Customer Answer

    Date: 28/10/2024

    I have been working with the business and they will fix the generator.

  • Initial Complaint

    Date:26/01/2024

    Type:Product Issues
    Status:
    Resolved
    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.
    Purchased a compressor and tank. -Original Purchase December 2022. -Supplied Tank did not match picture advertised on website. Tank provided was delivered directly from ******** ****. Price from ** = $749.99, Mater Aire charged me $1364.00 -Compressor did not function properly after hooked up. Compressor cost $6490.00-June-2023 -Compressor continuously cycles. Never stops running. -Replacement Compressor Received in August 2023. -This Compressor also continuously cycles and never stops running. -Jan-2024 I am supposed to have a working compressor, not one that continues to cycle. I have requested a refund for this product(compressor) as it does not function.

    Customer Answer

    Date: 06/02/2024

    The company masteraire has contacted me and agreed to refund me per their return policy.

    ******************************************

    They will only refund me if my complaint has been withdrawn.  Per the policy they will be charging me a 25% restocking fee and I will have to pay for shipping.

     

    Would you be please withdraw my complaint so that masteraire will refund me for the compressor. 

     

    Let me know if you have any questions?

     

    Regards, 

    **** ******

     

     

  • Initial Complaint

    Date:21/06/2023

    Type:Product Issues
    Status:
    Answered
    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.
    Purchased compressor system from MasterAire on Paid $ Asked about the return policy, they said you have 30 days for the refund Got the product in early June It requires an electrician and HVAC specialist to connect it. After calling a couple of specialists, they refused to do the job because Masteraire's products do not have CSA approval in Canada After calling Masteraire to confirm this information, they advise that yes, they do not have it and they are not obligated to have it I told them we would like to return it because no one wants to connect it and also, it puts our workers at risk. They said that they can process a refund but they will hold 25% stocking fee, which apparently says on the website. This is absolutely bad customer service, they should advise their customers of the fee before you make a purchase. Also, their policy states that "We will not take any responsibility if the information shared on the site is not accurate or current. The content of our website gives a general idea only. But, you should not make decisions without having more precise and complete information. Any reliance on the information of this site is at your own risk." Like how can you sell a product but not be responsible for information on your website about that product?

    Business Response

    Date: 15/07/2023

    Thank you for contacting us.

    We understand that you are looking for a compressor with CSA certification. 

    Please note that we can give you a CSA-certified compressor at an additional cost. 

    All of our compressors are engineered in Canada and comply with international ISO standard 5388:1981 for compressors. We also have CE certification.

    Also, please note that CSA is a voluntary and not a mandatory certification. 

    All of our compressors come with our unbeatable 10-year power warranty. This ensures you peace of mind and assures you that we stand behind our equipment.

    We will be happy to exchange your unit with another, which has CSA certification or you can return your unit, but we do charge a restocking fee to cover return shipping, handling, etc.

    We did try to contact you many times but were unable to. Last we spoke, you communicated to us that you have already connected and started using the unit. 

    If your unit is not used/unopened and returned in its original condition, we can waive the restocking fee.

    We are eagerly awaiting your response and hope to resolve this matter. 

    Best Regards,

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