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:04/22/2025

  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.

  My name is **** ********, I am the Ceo/ Founder of Platinum Arch Manufacturing and Construction.We purchased two new generators (110KW 138KVA ******* POWERED DIESEL GENERATOR SET) recently from General Power *** on 11-2-23 & 11-29-23.Currently we are not able to use both generators consistently without breakdowns due several issues that Monarch has identified above.***** ******, who is an employee of Platinum Arch Manufacturing and Construction, has attempted to get this issue resolved through email ****************** of the new generators was shipped to a field project and continuously stops working due to water in the fuel or error codes. Please answer on when these mechanical issues will be resolved and reimbursement for repairs will be made.We have incurred many costs as a result of these new generators not operating, which include the following:Labor stoppages in the field and shop due to non-working generators Diagnostic costs (Monarch) on Generators Shipping cost of generator to field and back to shop due to non-working generator Rental costs for a replacement generator at field location.Overhead costs of Platinum Arch Employees spending time troubleshooting/ scheduling diagnostics for both generators and attempting to recoup warranty costs Platinum Arch was forced to cover due to no operational equipment. It is imperative that we have resolution to the new generator mechanical issues in order to stop the incursion of additional costs to Platinum Arch Manufacturing and Construction.

  Business Response

  Date: 04/29/2025

  Thank you for reaching out and sharing your concerns with us. I want to first and foremost apologize for the inconvenience youve experienced.
  
  Regrettably, the refund was initially overlooked. Upon identifying this oversight on 4/22, we took immediate action to ensure the appropriate refund was processed. The correction was completed, and the refund was issued within two business days on 4/25.
  
  We sincerely apologize for the inconvenience and appreciate your patience and understanding throughout the process.
  
  At General Power ***, we value your business remain committed to supporting you with reliable equipment and responsive service.
  
  Please dont hesitate to reach out should you require any further assistance.
  

• Initial Complaint

  Date:01/20/2025

  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.

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ******* ******00-01 for a refund minus the restocking fee and was told this was not possible. I feel I was misled in order to make a sale. The 3110 does not meet their own criteria of a ****** minimum sales order, (written on attached S/O terms and conditions) so I was upsold to a vastly more complicated module that would technically do the job but was not in the best interest of the customer.

  Business Response

  Date: 02/04/2025

  Thank you for reaching out and sharing your concerns with us. We want to first and foremost apologize for the inconvenience youve experienced, especially since it seems you were expecting a product that aligns better with your needs.
  
  It is crucial that we, as a distributor, uphold the trust our customers place in us. They rely on us to be knowledgeable about our products and their compatibility, so it's important that we meet their expectations.
  
  As per our Terms of Sale, we do have a minimum order value of US$300.00, and all orders are non-cancellable, non-returnable, and non-exchangeable. Additionally, all and any cancellations or returns, if authorized, incur a 35%cancellation/return fee.
  
  Given circumstances, wed like to offer a full refund for the order (minus shipping, shipping is nonrefundable)
  refund will follow once item is received, as a one-time exception to our Sales terms, ensuring you are not left in a position where you feel unsatisfied with your purchase.
  
  Our goal is to make this right for you, and we hope this gesture reflects our commitment to resolving the issue and maintaining your trust.
  
  Going forward,we will be reviewing our internal processes to make sure that all sales and product recommendations are cross-checked for accuracy, particularly when it comes to discontinued or upgraded items. Were committed to improving our service and customers are satisfied with their purchases.
  
  Once again, I truly apologize for any inconvenience this may have caused, and we appreciate your patience as we work to resolve this matter. Please feel free to reach out if you have any further questions or concerns.