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:02/12/2024

  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.

  I purchased the Duramax XP13000HX generator in 2-25-2021 from the ********** and never used the unit with the exception of starting it one time, ran maybe few minutes and I put it away , I had a fire at my rental apartment on Sept 4th 2023 , the power was discounted. later that week I brought the unit to my property , I went to start it and it idled extremely high , I immediately turned the unit off and called there customer service, the gentleman's name spoke to ,was Aaunders , I told him this was the very first time I really used the unit and what was going on , he instructed me he needed an errors code ,which means I would need to start the unit , I again said this unit will most likely blow up if we start it and let run for any time , he insisted and said I was covered under the 5 year warranty . we started the unit and I believe the error massage came up and then the engine blow up , just as we told him . he then instructed me to take it to one of their service centers , which I did I took to ******************** @ *************************************************** , I called them up few weeks later and they said the company is not honoring the warranty saying there was a bar that should have been removed prior to use . My question is if this bar really caused the issues , why didn't the service guy ask my if this had been removed . he should have never told me all would be covered , I also honesty don't believe the bar had anything to do with the engine blowing up at all. again he should have asked if it was so important , I was dealing with a fire and displacement of my tenants , again I called for assistance, would been better he told me to take to the service center in the first place instead of knowingly running the unit on high idel.

  Business Response

  Date: 02/13/2024

  Hello,

  This customer was assisted in troubleshooting and when we were unable to help via phone, he was instructed to go to a service center for further evaluation. Upon doing that, the shop noticed 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 and even damage the electrical engine components which can lead to major failure. 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.

   

   

  Customer Answer

  Date: 03/22/2024

   I am rejecting this response because:
  
  Please see attached.

  Business Response

  Date: 03/27/2024

  Hello, 

  In response to ******************** claims about our rep confirming warranty, we simply confirmed that you are within the warranty period. The warranty on your manual and our website will also confirm this along with the possible warranty exclusions:

  The ************* Equipment warranty does not cover repairs or returns when the fault is: Normal Wear and Tear, Installation Use or *********** Services, Cosmetic defects, Accessories, Failures due to acts of God or Natural Disasters, or problems related to/from aftermarket or non-OEM parts.

  When troubleshooting with my technicians, it is assumed you setup the generator properly, following the instructions in the manual. The generator also has stickers on the frame explaining that these braces need to be removed. Failure to do so, doesn't allow for the natural vibration of the generator which will damage it. Our warranty is covered by parts ONLY as stated in your owners manual, and the shop did assist in getting you the engine to get you up and running. Unfortunately, we are not able to replace this due to improper setup causing the damage. 

   

• 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.

  Ordered item thru LOWES, they used Imperial Supply as the vender and shipper. They shipped through ESTES. No one at Lowes, Imperial Supply or ESTES can find my order. And they will still not refund my $1259.00 Order #********* Be very cautious when ordering through this company. Multiple phone calls and the supervisor, ******* have yielded no results. I was told they would contact me last week, and again Monday, NO contact! No one will answer the phone today! Lowes could not contact them!

• Initial Complaint

  Date:03/07/2023

  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.

  I purchased 5 generator over the last 6 months. We currently had two go down one blew the vales and the other the part that generates the voltage burned out. The company did exchange one of the generator and promised to send parts for the other we never received the parts. After 3 days in the field the new generator failed it stop working, I took the generator to a specialist to take a look at it, he explained to me that the generator is not producing the voltage advertised and thus the reason our battery chargers are burning out the generators. at best it is producing 8000 watts we need 9000 and it is ad. at 10500 watts. I can't get anyone to call me back or tell me how to resolve this issue. The sales person did offer a different model and I could pay the difference, but can't get the company to tell me the next step. All I want it a working unit and I will pay the difference, But no one will call me back. My crew can not work and we are on hold

  Business Response

  Date: 03/08/2023

  Hello,

  
  

  I have spoken with this customer and we have authorized him to return this to our warehouse for diagnosis/repair. 

  
  

  Thank you,

  
  

  J*** ********