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:01/12/2024

  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 purchased a Hybrid XP ***** EN on September 15,2023 I was delivered on September 27,2023. Every 3 weeks I have started it. On 1-8-224 the generator would not start. I called there support line, was put on hold and after 10 minutes then was disconnected. I call again at 11:30am and was put on hold. After waiting for 50 minutes, I requested a call back. Never received a call back.1-10-2024 I sent a support request from there Home page ask for help. Have not heard from anyone.1-11-24 6:13am sent another request. Have not heard from anyone. 1-12-2024 Sent another request for some one to get back to me. Still no response.

• Initial Complaint

  Date:01/03/2024

  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.

  Purchased a Duromax XP13000hx generator on Jun 17, 2023 I fully set up and ran the generator once picked up from tractor supply. It has been used a couple of times totalling less than 5 hours. Fuel valve has been turned of and allowed to run until all fuel was out of the carburetor, drained bowl on carb and shut off fuel selector switch any time it was used. Tried to start it up and all the unit does and crank and go dead. This is a dual fuel generator that cost me $1300.00 and is now nothing but a big paper weight as it will not run on neither gas or propane. I have tried to contact the support thru email and phone, I even left a message with my number for a return phone call. I have not heard anything from anyone with Duromax and can not get in touch with anyone. I need my generator fixed, but at this point if this is what I'm going to have to do anytime something goes wrong with it. I would really prefer to have my money refunded and I'll purchase from someone that cares about they're customers because it's obvious that you do not.

• Initial Complaint

  Date:11/21/2023

  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.

  I purchased this generator on 12 Apr.2021 from Lowes home improvement inn **********,** for $1078.92 It has worked properly since my purchase.The first time I had issues the factory tech. sent me a part which I installed.That didnot work,so I called again,this time I was told I need two additional parts,when they didnot arrive I called a third time,speaking with a Denzel he gave me an order number of C ******** and instructed me to send pictures of the generator to him which I didThat was the last time I heard anything from them

  Business Response

  Date: 11/27/2023

  Hello, 

   

  Sorry for the delay on this. I have located this customer's order and see we had a support case C15471391 from Lowes order *********. The customer was being assisted, but was determined once pictures were received that the customer failed to properly setup the generator, causing damage to the engine internals. This voids the manufacturer's warranty due to improper installation. 

  I will attach the pictures confirming these braces were not removed, along with the page in the manual that specifies this step and the warranty details that have the exclusion details. 

  We wanted to offer customer assistance on providing parts if they have the unit diagnosed themselves as it is no longer covered under our warranty. But we would like to assist them if parts are needed that we can order on their behalf. 

  Thank you,

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

  Customer Answer

  Date: 11/30/2023

   I am rejecting this response because:
  
  I dont know about shipping braces

  Business Response

  Date: 12/04/2023

  Hello,

  In my previous message, I attached the picture provided by the customer showing the red braces still installed below the engine block, along with the manual portion that instructs to remove the braces prior to operation. Removing the braces is part of the initial setup and failure to do so will cause damage to the engine and other components of the generator. This will void your warranty. 

• Initial Complaint

  Date:11/09/2023

  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 have a warranty repair for a generator that has now simply failed with ticket number opened back in August of 2023: S2951028 I cannot get duromax to answer emails or phones calls NOR the repair shop they sent me to. Repair shop has not responded to texts since September. I live out of state and its just deplorable to not be able to get a response out of duromax or the repair center. I have a lemon of a product and want my money refunded Or a new system sent out.

  Business Response

  Date: 11/28/2023

  Hello ********,
  
   
  
  This customer has had their generator replaced as of 11/20.
  
  Please see tracking link with details thru RL Carriers. *********************************************************************************************************
  
  The customer was technically out of warranty based on their usage, since our residential warranty doesnt cover heavy use. However, we have taken care of this customer and ************ was advised when the order was processed.
  
  Thank you for your help. Let me know if you have any questions.
  
   
  
  Regards,
  
  
  *************************| Director of Customer Support

• Initial Complaint

  Date:09/23/2023

  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.

  The reason im upset is because before purchasing the 13000HXT I reached out to Duromax to ask if there was going to be a newer, bigger model coming out anytime soon and if so, I would wait to buy the bigger unit instead if it was not too long. DuroMax replied the next day and said there was going to be a larger unit coming out in Q2 of ****. So, I decided I did not want to wait potentially until June 24 to buy a new unit so I purchased the 13000HXT on 9/4/23. Two weeks later I got an email and text from DuroMax highlighting the new *****HXT now for sale. Obviously, this did not make me incredibly happy as I just asked DuroMax if this was coming, and they said not until Q2 of ****.I then contacted them about this and they reply stating they were talking about the 16kw inverter that is going to come in Q2 ****, so basically its not their fault and it is what it is. Now here is the deal, if I was willing to buy a 13000HXT that was not an inverter, and I am asking if there's a bigger unit coming anytime soon, why would you not tell me the exact unit Im buying is going to be coming in a larger ***** series in 2 weeks? When I asked if they would take the 13000HXT back and sell me the *****HXT they replied with "we don't do trade in's" I mean are you serious? ZERO offers to rectify the issue at all. This makes me very concerned about the so called 5 year industry leading warranty. Chances are, if your unit breaks or fails, they will find a way to blame it on you as well to avoid providing any kind of customer service. Most people buy a generator for peace of mind and security to have power when it's needed, and if that's the type of customer service or help you can expect from the manufacture, it does not provide any security they will be there when most needed at the time of a failure. When trying to warranty register it on their website, it doesn't send any confirmation it was completed after submitting, leaving an excuse for them they didn't receive it.

  Business Response

  Date: 10/16/2023

  Hello,
  
   
  
  For this customer, new products are not given exact release dates and we can only provide information on available items.
  
  If the customer wants to send this back, we can assist with providing a Return authorization and assist with waiving any fees for a full refund as long as the generator is new, unused, and in original packaging per our return policy.
  
  We are not able to do anything on pricing, as these are new limited release generators.
  
   
  Regards,
  
  *************************| Director of Customer Support

• Initial Complaint

  Date:09/05/2023

  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 duromax generator cp13000hx December 11,2022 I requested service repair under warranty the generator does not work and they send me to repair shops that do not want to service my zip code call the company 3 times and they refuse to replace it and do not have a place to be repaired I want the unit replaced

  Business Response

  Date: 09/22/2023

  Hello,
  
   
  
  Actually, upon checking because customer was struggling to get pictures, we notice this has the shipping brace still on. Labels were already sent but I advised customer not to return since this is not under warranty. They will attempt to remove the braces and hopefully that solves the issue. This is not under warranty.
  
   
  
  If you have any further questions or concerns, please let me know.
  
   
  
  Regards,
  
   
  
  *************************| Director of Customer Support

• Initial Complaint

  Date:07/05/2023

  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.

  July 1st ordered a generator from Duro Max. The money was taken out of my account and next day they canceled the order. Now they want a credit card. They will not refund money.

• Initial Complaint

  Date:06/27/2023

  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.

  7-30-20 purchased DuroMax Generator from Lowe's,Fort  Myers, FL., Item #******* Model XP13000EH, has a 3 year warranty. Used during Hurricane IAN, 10-02-2022 top of engine exploded. Forced to obtain another generator. 10-03-22, contacted DuroMax/Khari Butler (KB), per his request, numerous pictures of the engine e-mailed to him. 10-04-22 received e-mail, invoice for replacement generator. Rec replacement 10-12-22. 11-09-22 tested new generator, wouldn't start/severe back fire. Contacted DuroMax, had me try several things, all failed. Sent me new spark plug. Same results. Took to Thadd's On The Spot phone ************ *service center), per KB's instructed 3-27-23. Several calls to Thadd's & DuroMax, trying to get this resolved. Thadd's informed me they have replaced and done everything DuroMax has instructed them to do and problem still not corrected. Obvious the DuroMax cannot/will not provide a dependable product. I have a person with COPD living here, so power for Oxygen is very important. This info has been related to DuroMax several times. Also, I have received calls from 3 customers inquiring on status of order, because my phone number is on their invoice. This also has been brought to DuroMax attention.