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:04/04/2025

  Type:Product Issues
  Status:

  UnansweredMore 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.

  Purchased a solar generator Sept 2024 prior to Hurricane Milton from this company through Home Depot online. It was delivered damaged. We contacted Nature's Generator and received the replacement panel for the shattered solar panel. Then we discovered it was missing the cable to charge the generator from the panel. By the time the cable was delivered it was after Hurricane Milton, our power was already back on. We went all that time without power or the generator. Later when we went to charge the generator from the house AC power, we discovered it also didn't come with the correct cable for that. When we finally got that straightened out with Nature's Generator and received, now it won't charge at all. So this unit has never functioned. We have made numerous documented calls and emails to the company's customer service. We were finally advised, after sending multiple videos of the problem and trying different things, to take the generator apart and charge the individual batteries inside with a car jumper cable. However, the instruction booklet it came with, says doing so could result in electrocution and also voids the warranty. I informed Milton at customer service of this information and he said there was nothing further he could do about this or when I told him we wanted to return this defective item. He told us to call Home Depot. Home Depot said their return date expired, but that it is covered by Nature's Generator for a year warranty and sent a copy of that information to our email. Now Nature's Generator won't return our phone calls.

• Initial Complaint

  Date:09/04/2024

  Type:Customer Service 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 have had this generator for more than a year. It stopped working and we've tried to contact NG for a fix. Whether it was parts or a new battery or something else, we are looking for support. Contacting through email, phone, or Facebook has not gotten us a response. We have left numerous requests for help. They just don't appear to value us as customers, and offer no customer support in our case.

  Business Response

  Date: 09/17/2024

  She did not respond back to the secretary;  however, she did reach out the Customer Service Team on 9/6/24 at the CSR phone number the secretary had provided and received help.

  Before Nature’s Generator secretary made the email contact on 9/5/24 we had tried to look up her product purchase information so we could get a jump on trying to help her with her complaint where she stated that she had owned the generator for more than a year, but we could not find her in our system under that particular name ( we thought that maybe it was listed under a husband or partner’s name), and therefore the secretary asked her for the purchase information so we could pull up the product information and get started helping her.

  In responding the secretary did make sure that Jodie had the correct Customer Service number which is the best way to get help -- our customer service team is really very good. We do not understand why she had so many problems reaching the CSR team and we want to address this issue as well -- so other customers won’t experience this same problem.

  We just did just double check with the Customer Service Team and Jodie did contact them and received the help she needed on Sept. 6, 2024.

   

  Thank you,

  Nature’s Generator Inc

   

  Customer Answer

  Date: 09/17/2024

  
  
  
  
  Complaint: 22238980
  
  
  
  I am rejecting this response because:

  The issue is still not resolved. We got one call that basically left us where we were. The secretary did email us, and we emailed her back, and then no other response from her. One customer agent called us late at night while I was in a meeting. We answered a text asking us for a time to call us back, we gave him a time and did not hear from them then. Eventually they did call, my husband spoke to him for about 3 minutes. We got more "answers" from You tube then Nature's Generator. I say answers, at least there is something out there for people to try to troubleshoot problems. One of the solutions they sell is a $130 jumper cable to jumpstart batteries. The customer service guy says you don't need to buy that. I bet a lot of people would be angry to know they spent $130 for a $5 part. Is my battery operational...NO. Do we still know for sure what is wrong with it, NO! We had bought an elite battery and pod from home depot, and as of today we canceled the order. There is no way I'm spending that kind of money and get no support. 
  
  
  
  Regards,
  
  
  
  J**** *******
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  

  
  

• Initial Complaint

  Date:02/29/2024

  Type:Product Issues
  Status:

  UnansweredMore 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.

  I have 30 day to return per nature’s generator’s policy. The wind turbine blades had already been opened and two had a small manufacturer’s defect and the blades were repacked wrong and damaged the styrofoam. The turbine’s tail had a small but deep gouge and inside the yaw it showed it had already been mounted. The clamping side of the yaw that was not attached to the turbine had a small lip overhang on two of the four screw holes prohibiting the screws to be tightened down into the turbines female yaw. I had to file this away first. These were minor issues in my opinion so I built a 23’ mounting pole, just high enough to test it before going to the expense of a permit to mount it to 50’. I did have a meeting with the local authority and was given permission to proceed to build a 50’ tower. I mounted it with an unobstructed s to sw facing wind field. The field is a farm without any tress or buildings for at 5 square miles. The turbine worked mechanically perfectly. But it does not work correctly electrically. I new before purchasing it, because I read the user manual on the description in the web site, that it needed an adapter cable. The web site did not offer anyway to purchase it, so I figured it came with it. When it arrived there was no adapter so I call the next business day at opening time and talk to someone in California. He said I had to purchase it, but it comes free if I bought the generator and turbine “kit”. I bought it separately because I got a free solar panel during this sale so it was cheaper this way. I cost 29.99 and he shipped it. The adapter is missing 2 rubber spacers on either side of the connector and because of the the cable is loose and the connectors move. The 100’ power cable looks new and so does the charge controller. I emailed the company asking if I could direct bury the cable and never received a answer. So I put it in pvc pipe to protect it. I call an emailed the company about the electrical problem I was able to talk wit someone in the Philippines. He told me it was the turbine. He told me to take a short 10-15 second video of it spinning in the wind and to send it to [email protected] and they would email/call me back with further instructions. I never heard back. I tested again with a longer test with stronger more steady winds with the same results. I called again. I spoke with the same person. He said they sent the email I told them I did not get it and ask him to send me a email while on the phone. He said he had to send after he hung up. He said he would but I never got it. I tried several time to contact the company through the web site furnished text/email form but never received a response either. I paid $66 for a one year extended warranty too.
  The second is is the generator itself. It charges ok with the solar panel and ac plug. It works as far as the everything it is supposed to except the battery only works at half its advertised rate. It is supposed to have a 1440 watt hour battery. It give example run times on the web site. I tested it before using it with a 72 watt incandescent light bulb. The time remains reading indicator and the percentage indicator both are in sync and the wattage indicator displays 73 watts, I guess the lamp’s cord burns a watt or two. I called and sent messages again just like with the turbine. I spoke with the same person who told me to charge it to 100% and test it again and he would send me a email with further instructions. I told hil it should not be charged over 85% because it will shorten the batteries life and that it’s a fire hazard but he was persistent. I told him I would do it one time to satisfy his concerns. I could not get it to charge to 100% it has a built in protection device I guess. I tested down to 20% but it did the same thing. The box the generator was shipped in is very black looking like it had been shipped many times before and the warning sticker has bubbles and creases in it as though it had been replace and the generator itself look worn. I never heard back I received the products on 2/3/24 I’m trying to get my return authorization code to get my money refunded I only have a couple days left at this point and the company sends me emails it seems every other day to purchase something else. The sent me a survey to rate the product, I was upset and rated it with 1 star. I never sent in a survey before but there has to be a first time and being so frustrated this was it, please help.
  Thanks,
  J****** ******

  Customer Answer

  Date: 03/01/2024

  Hello,

  I believe the tip of one of the blades which had a small manufacturing defect may have sheared off. As I stated before I told the representative about this and he did not recommend returning it for repair. I sent [email protected] a copy of this image stating I would take it down for inspection as soon as the weather cleared. I also sent a message via the website contact page.

  Thakn you,

  Je** ******

• Initial Complaint

  Date:09/28/2023

  Type:Product 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.

  Purchased nature's generator powerhouse platinum pe system on 20 July, 2022. We received the unit and were able to charge the generator once with solar power. Unit would not charge via solar input anymore, soon after we received it, 3 months maximum. We contacted the seller who then contacted nature's generator. Nature's Generator requested many pictures and videos of the unit, the solar panels, the connections, and the control interface/screen. Nature's Generator finally agreed to troubleshoot the unit so we sent it back to them. Weeks later nature's generator tells us that the technicians didn't find anything wrong and that they got the unit to charge just fine via solar. We got the unit back and it still didn't charge via solar input. Every call I make directly to nature's generator using the number listed on the nature's generator website, gets directed to a general voice-mail inbox and rarely do I get a call in return after leaving my name, contact info, and issues with the unit. Now they want me to go through the entire process of pictures and videos just to be able to send it back to them. We just want a refund of the entire unit including the solar panels and cables.

  Business Response

  Date: 11/22/2023

  Hi S******,
  

  We appreciate you for your feedback and we're sorry to hear about your less satisfactory experience with our products and service, this is not the type of experience we want you to have.
  Upon thoroughly reviewing your concern with your generator system. We confirmed that there's no issue with the solar charging capability of your generator. We completely understand that you no longer want to send pictures/videos. We hope you also understand the reason why we're requesting these pictures/videos is for us to review further because the issue you're experiencing might be coming from how the solar panels are connected.
  

  If you wish to proceed with the refund, we highly suggest you contact one of our distributors where you originally purchased your generator system so they can provide you with all the best options.
  Again, we apologize for the inconvenience, and we appreciate your feedback.