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:01/16/2025

  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.

  *** is unable to pass permitting with the county for my generator. I signed the contract and left a 50% down payment in June. I cannot get a reason for this and I havent received an explanation as to why this is happening other than ignorance to the permitting process. At this time I would request a refund of my deposit. Thank you

  Business Response

  Date: 01/20/2025

  It states in the contract that there are no refunds if canceled.

  I have explained everything to ***** as the process is going in emails.

  We have no control over what corrections the reviewers want. Once we get the correction notice, I work on it to make sure it is turned in. Some things are beyond our control. There were new *** codes for 2025 and I had to redo the diagrams to make them current for reviewers. The last correction was because there was a glitch in their system and it would not let me upload it, I had to do a tech call support to get it fixed and submitted, these things are beyond my control.

  We did the set up of her generator and transfer switch to show her good faith.  It is waiting for the permit to finish the install. 

  I understand her frustration but I am doing the best I can with what they are requesting and saying. I was told last week that it should be okay now and will be issued soon. It usually takes up 12 days they said. Once issued I will schedule excavator to install tank and schedule inspections then she will be 100% finished.

• Initial Complaint

  Date:11/05/2022

  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.

  1. We purchased a maintenance plan from *** and Company for our General Generator. 2. *** and company came out and did their required maintenance. 3. During the hurricane, the generator had and issue and would not turn on. 4. After the hurricane we contacted *** and Company to assess the problem on or about Oct 2.. 5. They charged us $475.00 to loo at and assess the issue on or about Oct 2, 2022. We did not get a receipt. The repairman said we had a broken rotor and would order it overnight. It has been over a month and we cannot get our receipt for insurance purposes and they will not call us back regarding the status of the part. 6. We have called *** and company over 10 times to attempt to resolve the issue. They tell me every time they will call back. 7. I also requested to start a claim with General since there is still a warranty on the generator. I spoke with the *** representative who does the claims and she said she has been busy due to the hurricane, which is understandable; however, it has been over a month now. I am concerned we have been taken as the company has not scheduled the repair, started the claim, nor even given us a receipt. Please help!

  Business Response

  Date: 01/20/2023

  *************************-

  We service your generator annually each June. Hurricane *** came through on September 28. During the week immediately afterwards our business was running full steam without benefit of our scheduling, reporting, and monitoring systems. We were without internet and electricity as well. Our tech went to your home and did a diagnostic on October 2. You paid our diagnostic fee of $475 via check. Unfortunately, we do not have a copy of what was done or said. Technicians should not and cannot promise a part to be shipped overnight, especially after such a devastating act of nature while supply chains are disrupted. I see a record of two voicemails left after our visit requesting an update on your part order on October 4 and 10. I understand that you spoke to representatives as well. We propose that you allow us to return to redo the diagnostic without additional payment. We request that you allow us to handle the warranty with Generac. We will not be able to wave the entire diagnostic fee but would like to offer a discount on the repair. Please allow us to review what was done and said so that you can have your generator back in peak running condition. In return, we request that you update or remove any negative reviews you may have posted.
  

  
  

  Thank you,

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