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:06/24/2024

  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.

  On May 22nd, 2024, I ordered a ***************** P4500 generator from Generator Mart (order GM7075). The site advertised free shipping within the contiguous US (document #4). I provided my address and expected the item to be shipped to me. The original amount was $428.16 with tax (doc #2).Later that day, I received an email stating that the generator was available to be picked up locally. I called Generator Mart's support, who said they would call me back. Eventually, support mentioned that there would be an extra $91 charge (+tax) for shipping. I said the website explicitly stated that shipping would be free, but they said it was incorrect. The new total was $529.29 (doc #3).On May 30th, I received the generator. The outside packaging was heavily damaged (doc #5). The plastic housing of the generator had a crack in it. After setting it up according to the instructions, I tried to start it, but it wouldn't turn on. I isolated the issue to the onboard battery, which would not hold a charge. After bypassing it, the generator turned on. The display indicated 10.5h of run time. The generator was not advertised as used (doc #1).On June 10th, I sent an email to ********************************** to report the damage and battery issue. I never received an answer.On June 13th, I called the support. I was told that they would look into a replacement battery and ship it to me. They were supposed to call me back, but did not.On June 20th, I called again to ask for update. The first line support person did not have details on the case and was not able to transfer me to the person I talked to a week ago. They said they would leave a note to have them call me back, but this has not happened.Attached supporting documents:1 - Listing, retrieved 2024-06-21. Note the review from another customer mentioning the battery issue 2 - Original order 3 - Updated order, including shipping 4 - T&C, retrieved 2024-05-22 mentioning no exception to the free shipping rule 5 - Pic of package

  

  Business Response

  Date: 07/23/2024

  We appreciate your patience and the opportunity to address your concerns regarding your order (GM7075) for the ****** & ******** P4500 generator.
  First, we sincerely apologize for the confusion regarding the shipping charges. We strive to provide accurate information on our website, and we regret the error that led to the unexpected additional charge. This unit was sold through our clearance sale with the updated shipping charges noted on the main sale page, but it was brought to our attention the individual items did not note the change. We will review our website's information to ensure such mistakes do not occur in the future.

  Regarding the condition of the generator upon arrival, we are deeply sorry to hear about the damage and the issues you experienced. This is certainly not the level of service or product quality we aim to provide. The damaged packaging and the cracked housing are unacceptable, and we apologize for any inconvenience this has caused. I see in our shipping notes a battery shipped with *** on June 14th, however I cannot find any shipping updates through *** and have reached out to our shipper to do a dock search. 

  To resolve this matter, we have already processed a full refund for your order. You should receive a separate email with the refund details. Once again, we sincerely apologize for the inconvenience and frustration this situation has caused. 

   Thank you for your understanding and patience.

  Customer Answer

  Date: 07/23/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business, and find that this resolution is satisfactory to me.
  
  Regards,
  
  *************************

• Initial Complaint

  Date:06/17/2024

  Type:Delivery 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.

  Sat June1. order placed. email confirmation received. Email to vendor asking about shipping time frame.Paid $481.50 for 1 Powermate 9400W Portable Generator PM9400E The vendor cancelled my order via email stating that it was my request to cancel the order. This is not true - i did not cancel the order.I have emailed and called with no response. The person answering the phone has no access to the order and can only pass my contact info to the person in charge. The person in charge has not returned any of my calls or emails stating why they cancelled my order.Order number= GM7129

  

  Business Response

  Date: 07/23/2024

  Thank you for bringing your concerns to our attention. We sincerely apologize for the confusion and frustration you have experienced regarding your order (GM7129) for the Powermate 9400W Portable Generator.
  
  We regret to inform you that it was brought to our attention that the generator allocated for your order was damaged prior to shipping and deemed unacceptable to ship. As a result, we had no choice but to cancel the order and issue a full refund.
  
  Unfortunately, due to an error, the automated email incorrectly stated that the order cancellation was at your request. We apologize for this misleading communication. We attempted to send a follow-up email with a more detailed explanation, but it appears that our emails to your address ********************* have been bouncing back with the error message: "Delivery has failed to these recipients or groups: Your message couldn't be delivered. Despite repeated attempts to contact the recipient's email system, it didn't respond."
  
  We understand how important it is to have clear and timely communication, and we regret any inconvenience this situation has caused. Please be assured that your order was fully refunded as soon as we identified the issue with the generator.

  Thank you for your understanding and patience.

  Customer Answer

  Date: 07/23/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business, and find that I have no other choice but to accept their explanation. 
  
  Regards,
  
  *****************************