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:06/27/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore 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.

  A year ago, I bought a duromax ***erator which shipped without the wheel kit. Kind of a hassle but they made it right.Thinking it was just a one-off, I purchased another ***erator last month. I unboxed it yesterday, spent the day assembling it, and went to start it and the battery was dead. OK, so I put a charger on it and the charger spits out an error. Says defective battery. Battery is dead dead. So I look on the website and a replacement is another 50 bucks, and UNAVAILABLE. Even further, the dimensions of this battery are unavailable and no other replacement will fit. So I bought an electric start *** that won't electric start. This is NOT a discharged battery, this is a DEFECTIVE battery. Clearly no QC happened before it went out the door. Meanwhile, I manually start it and the *** won't idle with no load. It surges up and down endlessly. Apparently, this is also a non-returnable item where I bought it, so I am stuck with an unreliable defective ***erator that I can't buy parts for.I really try to be a loyal customer but these two failures cost me time and money, and have been an enormous hassle.

  Business Response

  Date: 07/08/2025

  Hello,

  We have spoken with Mr. ***** and we are reimbursing him for a battery he purchased locally and ordering him an extra one once our local stock arrives. 

  Regards, 

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

  Director of Technical Support

  Customer Answer

  Date: 07/08/2025

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
  
  Regards,
  
  *** *****
  
   
  

• Initial Complaint

  Date:01/20/2025

  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.

  I purchased a generator and it has 3 year warranty I had it for 11 months they replaced it 2 times in that time period with refurbished units the 2 time there was rust visable as soon as I took gas cap off. And the first time it blew up in face causing burns loss of eyelash's and waist long hair is now half as shor and half as thick and fire damaged carport they quickly replaced unit then I live off the grid. And have been with out and electricity since the had me dro it off at their shop . Now they are not able to replace because of laws in caifornia. I just need a refund the generator was refurbished and only 60 days old.

  Business Response

  Date: 01/23/2025

  Hello,

  We have already refunded this customer. 

  Thank you,

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

   

• Initial Complaint

  Date:01/13/2025

  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 the Generator Custom Installed on a Food Truck September 2022 (See Purchase Order) Received documentation at the time of Purchase provided by Duromax of Warranty that as you can see attached it comes with a 3 year warranty. No other information provided on the warranty as you can see by the ***** provided by the builder. After 4 months the generator stopped working, No further use and was garaged and out of service. I'm back to this issue after illness, stress and anxiety. Lost wages and jeopardize my family for providing for them. I registered generator and went to approved provider called Sparklees USA ****** Hwy ******* GA I received a call that the generator would need to be replaced and mailed to me at no charge under warranty and was asked for my address to where to send it. I provided everything asked for. Then I received a call the next day they are not going to send. I did nothing wrong. I am within warranty as per the docs I received at time of purchase. Due to it being sold to me under false pretenses that I had a 3 year warranty and the Documentation I received CLEARLY says 3 year warranty. Due to Sparklees assessment this generator needs to be replaced. I am entitled to a full replacement of this generator.

  Business Response

  Date: 01/15/2025

  Hello,

  We have spoken with the customer and will be replacing this unit for them. 

  Thank you, 

  **** Gallegos 

• Initial Complaint

  Date:10/19/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore 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.

  Company refuses to communicate regarding a warranty claim and repair for a generator that I purchased from ****** 2 years ago. A 5 year warranty was advertised at the time of purchase, with no included materials regarding registration at that time. I have contacted them via phone and ********. They messaged me back on ******** and stated that someone would call me. I got a voicemail from ****** ***** at ext 258 on 10/8/2024 requesting a call back. I returned his call and left a voicemail that same day. He has failed to call me back. I left another voicemail on 10/17/2024 and sent a ******** message on 10/18/2024 with no returned communication. I need them to repair or replace my generator, which stopped working during the week after Hurricane ******.

  Business Response

  Date: 10/23/2024

  Hello,

  We had been experiencing higher than normal volume due to Hurricane ******. I will escalate this to a senior technician and customer will be contacted today. We have created a support ticket SC66430 for reference. 

  Thank you,

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

  Director of Customer Support

• Initial Complaint

  Date:10/01/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore 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 purchased a $5000 ****** Watt Inverter from Duromaxx through the **********. It was delivered to my address on August 29th. This inverter is used to run my food truck. On September 29th, the generator stopped working properly and fuel (gasoline) began leaking straight through. I went to the ********** first thing the next morning. I was advised that the warranty had just expired the day before even though I only used this generator for 3 weeks and that I had to go through the manufacturer which I understood. I called the manufacturer first thing Monday morning and spoke to a man named ******, though he was condescending, short, and could care less about my problem, he assured me my ticket had been escalated and said a supervisor would be calling me back later that morning. I have 6 events this weekend beginning on Thursday. Some of these events were prepaid and now I have no generator. This was a $5,000 investment and the product is still pretty new. I should not be having this issue and the manufacturer should have sent a new unit right away. A video and pictures were sent to the manufacturer minutes after they requested it. This generator is almost 500 lbs and cannot be easily taken off and on the trailer to go get it checked somewhere. What's most upsetting is the lack of communication about a resolution and the lack of responsibility from this company. When a consumer/small business trusts their product to work and invests that much on generator, the quality of the product and the standing of the company towards their consumers, should be showing. It didn't.

  Business Response

  Date: 10/09/2024

  Hello,

  I located support case created for this generator. It is indeed under manufacturer's warranty which is a parts warranty, but we have offered to bring this generator back to the manufacturer headquarters for diagnosis and possible replacement. We would not be able to send a new generator though without getting this one back first and attempting to repair. 

  Manufacturer's warranty is a parts warranty, but we would cover freight back and if no repair is able to be made, we would replace for the customer. 

  Regards, 

  Jose Gallegos

  Director of Customer Support

• Initial Complaint

  Date:09/03/2024

  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.

  #1 Purchased DuroMax XP652WX Dual Fuel Engine Water Pump (hereinafter the Pump) with the following Order # MXT1127740 #2 The Specifications state that the Pump has a Maximum Suction Lift of Ft 26, a Maximum Overhead Lift of Ft 85 and a Maximum Flow Rate of 158 GPM (gallons per minute).The pump did not perform in accordance with the stated specifications. For our project the suction lift required was less than 6 feet. The over head lift required was 35 feet. The pump failed to lift water to an elevation of 35 feet.# 3 This purchase was ordered on June 11, 2024, and delivered on June 15, 2024.#4 First we tried to contact the vendors and discuss with them why the Pump failed to perform and what were possible solutions. Duromax and Max**** have a Modus Operandi of never returning calls, and when they are reached, the representatives state that they dont know the answer, and that a technical representative will need to call us back. We never received a call back from Duromax, a Technical Representative, or ********. This is confirmed by the Consumer Complaints filed with the BBB against both companies, with experiences similar to ours, and resulting in Duromax having a BBB rating of F and Max **** receiving a rating of D+. On July 27, 2024 We sent a Demand Letter to Duromax and Max**** and we have never received a response.#4, We have not been able to reach the vendors to discuss returning the Pump. Duromax and Max**** require their approval to make a return and then they have a confusing and conflicting return provisons that include: (1) vendor must approve return, (2) Purchaser pays shipping charges, (3) a 20 % restocking fee, (4) no fuel or oil can have been put in the Pump, (5) the 30 and 45 day Guaranty of Satisfaction are uncertain, & (6) the Three Year Warranty, only covers parts. We reached the conclusion that they do not intend to allow us to return the Pump. How can you make a return when they will not call you back.

  Business Response

  Date: 09/09/2024

  Hello, the issue is with how the customer is using the pump. Based on the diagnosis of the issue the pump has an 85 ft max overhead lift and the customer is already pushing the output at 80 ft overhead with an additional 50 ft run adding more pressure than the pump can handle. The customer is also using a reduced 1-1/4" line which can add additional water pressure and stress on the engine that's already being pushed to its maximum. The customer isn't using the pump within its specified requirements.
  

  Customer Answer

  Date: 09/12/2024

   I am rejecting this response because:
  
  
  

  Customer Answer

  Date: 09/13/2024

   I am rejecting this response because:
  
  ************************** and **************************
  P.O. Box 1032
  **********************
  Bigfork Mt 59601
  ________________________________________
  July 12, 2024
  To the Better Business Bureau
  Fax: **************
  email: ************************************************
  Re: Complaint 22233674
   Against: DuroMax Power Equipment
  Ladies and Gentlemen:
  This is my Third Attempt to register my rebuttal of the answer
  submitted by Duromax. Each time my response has
  mysteriously disappeared. My requests to the BBB for help in
  recovering my answer has yet to be resolved. I note that if my
  rebuttal is not received within 5 Calendar Days you may
  consider this matter as resolved.
  To avoid a premature decision without our rebuttal we:
  Request a time extension until such time as you have
  confirmed receipt of this answer.
  We reject Duromaxs response because:
  First, there is a clarification to the Facts:
  We have measured the elevation increase and determined the
  actual lift required from the pump is 36 feet, which is
  substantially less Lift than the advertised 85 foot Lift capacity
  of the pump.
  DuroMaxs response does not refute the Claims in the
  Complaint and does not suggest any solution to resolve this
  dispute. The Modus Operandi of DuroMax, and its apparent
  affiliate MaxTool, is to avoid answering requests for
  assistance or help from their customers. The refusal to
  respond to customers is documented in the Complaints that
  Customers have filed with the **********************.
  ********************** has an F and MaxTool a D rating with the Better
  Business Bureau.
  The Customer Guaranteed Satisfaction is a farce because
  they avoid contact with Customers until the Warranty has
  expired.
  We wrote DuroMax and MaxTool a Demand Letter on July 27,
  2024, when we realized that they were avoiding our emails
  and phone calls. We demanded a refund of the purchase
  price by August 9, 2024, but the demand letter remains
  unanswered.
  The Three Year Warranty on the Equipment is an intentional
  misrepresentation because it only covers parts," and makes
  it impossible to return equipment because of additional
  conflicting requirements as described in the Complaint. They
  inadequately try to disclaim all other warranties including
  implied warranties of merchantability. (See Complaint)
  In the event that the Better Business Bureau can recover my
  two previous attempts to answer the response from
  Duromax, these attempts are to be incorporated herein by
  reference.
  Our proposed resolution to this dispute is for Duromax to
  refund the Purchase Price, provide for return prepaid
  shipment of the equipment, and pay for the storing of the
  equipment.
  Please confirm receipt.
  Submitted by
  **************************
  **************************
  

  Business Response

  Date: 09/16/2024

  Hello,

  We have responded confirming this item is not being used within its specified requirements. That is not a product defect. 

  I also may add that this is now in the hands of our chargeback department who is working with your credit card company since you disputed the charge. 

  There is nothing else I can do directly, please contact your credit card company for any further updates as they work to resolve the dispute. 

  Thank you,

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

  Director of Customer Support

  Customer Answer

  Date: 09/18/2024

   I am rejecting this response because:
  I have proposed that they agree to and provide for the prepaid cost of shipping the Pump back to them to resolve this matter. They did not answer my Demand Letter (or any of my other attempts to contact them) in a timely fashion and this caused me to take the next step of disputing the transaction with the credit card company. I object to the unconscionable undisclosed provisions they require in the equipment manual  (as stated in my Complant) for the return of the Pump that clearly does not perform within the parameters of their advertised specifications. I am also pursing this matter on behalf of all other consumers who have had complaints that have earned Duromax a BBB "F'" rating. DuroMax and MaxTool need to get the message that they need to be responsive to customers who purchase their product, and not ignore their customers. If this matter persists one of my next step will be to file a Consumer Complaint. We are pursing this Complaint with the BBB and as a dsputed transaction with the credit card company. We also amend our complaint, because of the failure of DuroMax and MaxTool to respond in a timely fashion, to take the additional action  to make alternative arrangements for another pump, to  "cover" for our losss and replace the equipment.
  
  

• Initial Complaint

  Date:08/22/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore 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 bought a $1599 generator from ****** in good faith and because it had good reviews. The unit never once started up in spite of the certified installer being on the phone with Duromax support for a full work day. Duromax stated that because it was under warranty I would need to have it shipped back for them to fix it or replace it. When I finally got it shipped back, they renegged on the warranty and aren't offering either. If I had known there was no warranty at all I would have never taken a day off work to coordinate picking up the generator etc. On top of that, they kept my money AND the unit so I can't even try to get someone to fix it. Crooked company, and ****** really needs to stop carrying their products. They love to take advantage of people once they have your money.

  Business Response

  Date: 09/11/2024

  Hello ********,
  
   
  
  With this customer, it appears there was an issue with getting this returned under warranty, as it appears from the picture provided that the shipping braces were not removed upon setup before operating the generator. The red bracket that is placed under the engine is a shipping bracket that is installed ONLY for shipping purposes to avoid damages to the engine.
  
   
  
  When setting up the generator, step 1 refers to REMOVING the braces prior to operating the machine. This is to avoid damaging the engine as it is not designed to run with those braces installed.
  
   
  
  The brace would be required to be removed so the engine can properly disperse the vibration while operating. If the shipping brace isn't removed this can put additional stress on all of the engine parts and will eventually cause internal damage to the engine. Common scenarios that can occur from failure to remove the shipping braces can leaks from the crankcase gaskets, valves can become loose or drop, and/or the connecting rod of the engine can be damaged causing the engine to lose compression. The issue experienced would be a common issue seen for leaving the shipping braces installed, and due to this wouldn't be covered under warranty.
  
   
  
  That is why the customer wasnt assisted with this. We provide customer an option for a new purchase at a discounted rate but we are unable to warranty this due to improper setup.
  
   
  
  Thank you,
  
   
  
  *************************| Director of Customer Support

• Initial Complaint

  Date:02/25/2024

  Type:Product Issues
  Status:

  ResolvedMore 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 am writing to express my extreme disappointment and frustration with the recent purchase of a DuroMax generator in July 2023. Despite multiple attempts to resolve the issue, the generator has never functioned properly. Furthermore, the customer service experience we have endured has been nothing short of unsatisfactory.Since discovering the generator's failure to operate, my husband has diligently reached out to DuroMax via phone and email in an attempt to rectify the situation. However, our efforts have been met with delays, unresponsiveness, and ultimately, no resolution. It took an entire month for someone to even acknowledge our inquiries, and when we finally spoke to a representative, they were unable to provide any assistance beyond assigning us a claim number.Subsequent communications with *******, the assigned technician, have only exacerbated our frustration. Despite acknowledging the issue and promising to assist, ******* has consistently failed to follow through on his commitments. Despite assurances of contacting us on Friday, February 23, 2024, we never received any communication from him.It has become evident that DuroMax has no intention of resolving this matter, leaving us with a non-functioning generator and a significant financial loss. Therefore, I am formally requesting a full refund for the defective equipment and the inadequate customer service support we have received.Please help us expedite this request and provide confirmation of receipt at your earliest convenience. We expect a resolution to this matter and the reimbursement of our purchase price.Thank you for your attention to this matter.

  Business Response

  Date: 03/19/2024

  Sorry for the delay. I reviewed this customers file and see we have attempted to work with them under our manufacturers warranty, but our rep has experienced issues with communicating with them.
  
   
  
  Please see email communication picture attached. We will attempt to call them again to get this resolved, but we will need to speak with the customer to troubleshoot and get to a service center as part of the warranty process.
  
   
  
  Please confirm if we need to call a different number than the one provided originally on the case.
  
  **************/ ******
  
   
  
  *************************| Director of Customer Support

• Initial Complaint

  Date:02/22/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore 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.

  ON MARCH 9 2023 I PURCHASED A DUROMAX XP13000HX DUEL FUEL GENERATOR FROM A DEALER (OURGENERATORS.COM) WHO ARE NO LONGER IN BUSINESS. SINCE THAT TIME I HAD TO TAKE THE GENERATOR IN TO AN AUTHORIZED REPAIR FACILITY BECAUSE THE GENERATOR WOULD NOT START AFTER ONLY 2 MONTHS OF USE. **************** STATED THAT THE WHOLE ENGINE NEEDED REPLACED SO DUROMAX REPLACED THE GENERATOR ITSELF AND SENT ME A NEW ONE, WHICH TOOK A MONTH TO GET IT. AFTER I RECEIVED THE NEW GENERATOR IT STOPPED WORKING TWO MONTHS LATER (SEPTEMBER 2023) AT WHICH TIME I TOOK THE GENERATOR BACK TO THE REPAIR FACILITY. THEY HAVE HAD THE GENERATOR SINCE THAT TIME. I HAVE BEEN TOLD FOR THE LAST 6 MONTHS THAT IT NEEDS A NEW ENGINE, BUT THEY HAVE YET TO RECEIVE THE NEW ENGINE. I HAVE CONTACTED THE REPAIR FACILITY EVERY MONTH TO CHECK ON THE *** OF THE NEW ENGINE, WHICH THEY HAVE PUSHED THE DATE BACK TWICE. I HAVE NO CONFIDENCE IN THE REPAIR FACILITY OR THE DUROMAX COMPANY'S PRODUCTS AND I WOULD LIKE TO HAVE MY MONEY REFUNDED.

  Business Response

  Date: 03/12/2024

  Hello,

  This customer had a generator that was already replaced by ** under warranty. This new unit was having issues, so it was sent to a service center who stated the following diagnosis:
  

  I removed the cylinder head from this engine. The intake valve is stuck in the valve guide and partially open. This would be the cause of zero compression. It appears that the engine was ingesting some sort of debris as the cylinder will show some "smearing" or polishing of the cylinder walls. The crosshatch is nearly gone in several places and there is also evidence of minor scoring. When I removed the air filter, I noticed it was slightly burnt from combustion coming back through the carburetor. This failure is consistent with dirt ingestion or very poor fuel quality. Please see the attached photos. This was neglected after being replaced already once. We didn't deny warranty, but did tell customer we would order a engine for them as a courtesy and they would have to wait since its a special order. They technically voided their warranty with improper maintenance after already being replaced.

  This was not voided for the customer, but we are only offering parts as our original warranty states. We are not able to refund this due to improper maintenance. 

• Initial Complaint

  Date:02/13/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore 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 bought a DuroMax XP****E Gas powered Portable generator **** watt via Amazon on 1/4/24. It arrived about a week later. Approx 1 week after that (so 2 weeks after ordering, my husband tried to start it and it did not start. He tried charging the battery and it still did not start. He tried charging a little longer and still did not start. At this time, he noticed that the battery was misshapen. It was bulging out on both sides. I emailed the company through the complaint form on the Amazon website, I did not hear back. About a week later, I emailed again via the Amazon website complaint form. A few days later and still no response, I went to the Duromax website and found another email address to customer support. We still have not heard a thing. We just want a new battery!!!Please help!!!Thank you so much ***********************