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:30/10/2023

  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.

  In August 2022, we purchased a home with a Generac 11kw generator which was previously installed and serviced by Equilube. The unit is still under warranty. Equilube confirmed that the warranty is transferrable and we provided the new ownership information as they requested. During their first and only visit in late August 2022, Equilube identified that the unit is leaking oil and needs to be repaired. We were told that the repair would occur next month. I followed up again several times over the past year, and was given various excuses for the delay (e.g. busy). At this time, the generator is still leaking and the business owner is no longer returning calls or emails.

  Business Response

  Date: 18/12/2023

  point legal 
  1 ******************************* responsabilite legal  sur les reparation  sous garantie  des clients  equilube est soutraitant reference au contrat
  2 client doit faire le changement de proprietaire a la transaction immobilite /reference contrat reliez propriete non 45 jours apres 
  3 selon le contrat de garantie equilube na aucune responsabilite de soutien c est manufacturier
  4 responsabilite du client de respectez le contrat entretien responsabilite tous les frais nonpayez par manufacturier  generac reference contrat  distance et autre frais 
  5 conclusion EQUILUBE NA AUCUNE RESPONSABILITE SUR LE CONTRAT le client p** utilisez tous autre soustraitant 
  
  Situtation 
  equilube a ** une croissance de 700% depuis 14 mois suite a cette croissance on reduit notre distance converture car il  a des nouveau dealer local que le client p** utilisez en plus equilube n a aucune responsabilite legalement c est la responsabilite du client de responsabilite les condition contrat de garantie si le client ne trouve pas dealer local pour le supportez on p**t donnez reference a dealer  et si le client ne trouve pas un dealer local qui est  impossible car je repete equilube n a aucune responsabilite si le clent n a aucune ressource nous pouvons aidez le client mais doit payez les frais supplementaire que la garantie ne couvre pas reference au contrat 
  1 a client doit inspection annuel ****** ( 2023)par un technicien selon la garantie  si autre personne non certifiez qui n est accridite en  garantie le contrat est automatiquement  n est plus valide
  2 frais deplacement qui est 4hrs allez retour que la garantie paye une h**re =frais 3 hrs x ****** =420.00
  3 tous de shop supply environ **** garantie ne paye pas et tous les pieces non couvert selon contrat 
  4 generatrice doit degagez d une 2 metre autour selon la loi securite 
  5 respectez la date et h**re de la reparation et frais doit payez sur place aucun credit 
  6 tous les reparation fait selon politique de classification du manufacturier 
  CONCLUSION 
  On pres aidez client mais voir si p**t etre servit par un dealer local qui va etre beaucoup efficace et moins cout**x au client mais au dernier recours il a des frais supplementaire Et pour votre reference il ya des dealer local a  au client a verifiez svp me contactez 
  

  
  

• Initial Complaint

  Date:17/05/2023

  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.

  We purchased a Genarator from this company on Nov 8,2021 and still has not completed the installation of the generator and we already gave him $8,000.00 dollars down and keeps telling g us ***** ****** has not given him a date. We called him on Feb 10th,2023 and he told us and ***** still didn't contact him. So again we waited and my husband called him back on May 10th and ***** the ***** said to call him back on Wednesday May 17th,2023 and he tells my husband he should have a date I. The first week of June for the installation. So I decided yo call ***** agai. I. Regards to see if he had called and they have no records of his request. We have been waiting now for 6 months to get this generators set up and finalized and we seem to be getting no were with this company. What can we do about this?

  Business Response

  Date: 11/07/2023

  Hi  this the email below from ***** ****** sent me we have date official with ***** ****** and inspector and this is date is  report no date because strike they will sent email went be ok i talk to customer we  was ok because she want be finish i understand but we need rendez vous with ***** and inspector Exempte yesterday i take permis with inspector in some area in ontario rendez vous it November 5 to 6 months before have rendez vous just exempte Now madame ******* know we she understand we have control thak u

  HI please 

   

  ***** ******** *   Equilube Inc

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

  Customer Answer

  Date: 11/07/2023

  
  Complaint: 20071772
  
  I am rejecting this response because: I would still like dates to be provided to us as soon as possible once ***** has resolved their strike issue as I have already given oayments to this company in the amount of $8,000.00 dollars and would like to be connected as soon as possible as we have been waited long enought for our connection . Trusting both the company understands were we stand on this issue. I should not have to wait almost a year for connection. Yours truly ,

  **** *** ***** *******
  
  Sincerely,
  
  **** *** ***** *******