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:09/02/2023

  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.

  Last fall my wife and I bought a ******* 18 kw generator from Deklan, Burks Falls. They are ******* dealers. It was installed at our house on Nov. 22, 2022.
  From day one, this generator has not been operational. It has been showing a red light every day, for 2 1/2 months, and has not once started up for its scheduled weekly excercise. We have called Deklan many times in that period, and three times they have sent a technician.
  (Long periods of delay between each. No urgency). He has not been able to start it even once.
  Deklan has now effectively walked away from their obligation to provide us with what we thought we bought - the security of a working stand-by generator. They don't return our calls,
  they don't answer our emails. The original installer, ***** ****, the owner's husband, has not
  in 2 1/2 months taken the time to look at it. We feel we have been abandoned by the dealer.
  
  We paid a deposit of $5000 on Nov 22, an additional $7000 on Nov23, and the balance of
  $4087.75 on Nov. 30/22.

  Business Response

  Date: 14/03/2023

  We agree *** ********’s ******* Generator has been disappointing, with several fails during power outages.

  With Deklan being a new company (established in April 2022), our inventory of parts is minimum, but constantly growing.

  Our first warranty claim was to replace the mixer assembly. Once a claim number was established, the part was ordered. We receive it in a couple of weeks and installed it.

  Staying connected with ** ******** as to the status. By phone and email.

  After installing a second issue arose. The starter failed.  The unit was left in the “off “position.  Which illuminates a “red light”.

  This is when ** ******** lost confidence in our tech and Deklan even though our office was still in constant contact with him.

  ** ******** should appreciate we didn’t make the unit and we only installed it.  We have installed over 500 units in the area. Therefore, his complaint should be with ******* not Deklan.

  ** ******** fails to acknowledge in his letter to your that on or about Feb 8^th, 2023, he also complained to *******.

  ******* informed us he has requested a new unit.

  Our response to ******* that if they gave us a credit for his unit, we would have all labour charges for previous visits and re and r the unit at no additional cost to them.

  This however ties our hands while we wait for an answer from *******.

  In the first Week of March, we received a $3000 US parts order with several starters, controllers, and relays etc.

  On March 9^th, 2023, we did return and replace the starter, the unit started 4 times and the unit has a green light. Generator is in good working condition when we left.

   

  Kind Regards

   

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