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:11/13/2024

  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.

  On June 6, 2024 A check was sent to the Company (cleared in two weeks).to purchased a standby generator (Triton 20KW) ******* Diesel generator.Upon setting up the unit, it was discovered that the digital console board came misfunctioned. No visable display on the board. Contact with the company was made and after several attempts to rectify, it was determined that a replacement board would be needed. (One of the issues we faced was that they required that the board be sent to them, leaving the unit inoperable when electrical service is interrupted. We petition that the replacement be sent first so that the unit could be manually operated when power is interuppted. After this petition, we were expecting the replacement for over several weeks until attempts to contact the company proved fruitless. It has been six to seven weeks since our last conversation with the company and we are now seeking outside remedy via this organization to bring about a result benefical to the process.

  Business Response

  Date: 11/21/2024

  Dear ****,

  We appreciate the opportunity to address your concerns and apologize for any inconvenience caused during this process.
  
  You reported a malfunctioning digital console board upon setup. After troubleshooting, it was determined that a replacement controller would be required. As part of our standard policy, we require the original controller to be returned for inspection before issuing a replacement. This ensures the accuracy of any warranty claims and avoids unnecessary delays or errors in providing the correct part.

  On August 23, 2024, we sent a configuration file to assist with reprogramming the controller. However, we did not receive confirmation that the software was successfully updated on your end or confirmation of the damaged controller being shipped. We apologize for not following up to confirm the outcome of this step.

  On Monday, November 18, 2024, you visited our office, and we provided you with a new configured controller to resolve the issue.
  
  We acknowledge the delays and gaps in communication during this process and regret any frustration this may have caused. We are reviewing our procedures to ensure better follow-up and support in the future.

  If there is anything further, we can do to assist, please do not hesitate to contact us directly.

  Regards,

  ****** ******
  Marketing Manager

• Initial Complaint

  Date:07/18/2024

  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.

  In early June 2024, I contacted Americas Generators in *****. after the explosion of a city generator. I asked for a 13 kW diesel three-phase generator, 60 hertz, 120/240 volts. The manager responded, "We don't have one, but we can offer a 20 kW generator that's ready. Price: $18,000." With no other choice, I agreed, though it was too powerful for my residence.I followed their instructions and made a bank transfer of $18,000 (they refused a credit card payment to avoid a cashback). Once paid, I asked if my generator would ship within two days. The manager, *****, said, "No, in three weeks." I said I agreed to buy because it was available. He said, "If you want it faster, pay us $1,700 more." I refused and preferred to cancel and be refunded. After another call, he promised to send it in 10 days. I accepted. on July 8, I called a professional technician . But he was concerned about the generator's output breaker (it didn't look like a three-phase connection). The surprise: 220 volts, 199 volts, and 109 voltsa mess. If we had sent this to the house circuits, all appliances would have been burned: all my appliances I emailed their office, explained the problem with videos. A phone appointment was scheduled with my technician, who explained again that they delivered a generator with wiring errors. ***** said, "The wiring in the generator is wrong, it needs redoing." I asked, "Who will pay for the technician?" He said, "You will, because you made mistakes." I asked what mistakes, and he replied, "Your technician is incompetent."Finally, I received a letter from their lawyer, stating everything was my fault and I had to pay to rewire it. These people are dishonest and in bad faith.I ended up with a generator costing over $23,000 with additional expenses, which doesn't work because they didn't provide the requested three-phase, 120/240 volts. Their technician's wiring was makeshift and dangerous for my house.See all the videos.

  Business Response

  Date: 07/25/2024

  Dear ******,

  
  Thank you for reaching out and giving us the chance to address your concerns. We always aim to provide exceptional service and support to all our customers at ********************. We regret any inconvenience you have experienced and would like to clarify the situation based on our records.

  When you received the generator, your technician noticed some discrepancies in the voltage output. Our records show that the generator was shipped with the voltage specifications you signed off on: 120/240 volts, three-phase. Weve attached a copy of your signed estimate for your reference.

  When our technician reviewed the readings from your utility company, they indicated that the actual voltage needed was 120/208 volts, three-phase, which differs from your original order.

  Our team has been in continuous communication with you, providing guidance on adjusting the generators voltage to meet your actual requirements. Weve offered to either quote the necessary service visit or assist a local technician you hire.
  Since we supplied the equipment according to the specifications you provided and signed off on, we are unable to send a technician free of charge to adjust the voltage on your generator.

  Additionally, we would like to inform the Better Business Bureau that both you and the equipment are located in ***********, which is outside *****************. This geographical detail can affect our service and logistics capabilities, along with the Better Business Bureaus jurisdiction in this matter.

  We are committed to resolving this issue amicably and efficiently. Here are the options we can offer:

  On-Site Assistance: We can provide a quote for an on-site visit to adjust the generators voltage. This will include travel and labor costs.
  Remote Assistance: Alternatively, we can guide a local technician through the voltage adjustment process remotely at no additional charge.

  Please let us know how you would like to proceed. We look forward to helping you resolve this matter.

  Sincerely,

  The Americas Generators Team

• Initial Complaint

  Date:11/21/2022

  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 am writing to request a refund of the purchase price of 48 Duel Fuel Generators. When we first talked to ***********************, a sales rep, about purchasing these generators, I was provided with the Triton ****w Spec sheet, a proforma invoice and wiring instructions for payment of these generators that ******* said were available. Based on researched pricing the Triton Unit had good value. So I agreed to purchase them based on the invoice shown, stating that TP**** Duel Fuel Generators, assuming the Triton unit was exactly as shown and what I was receiving. I wired $33,980. We arranged for transport and had the units shipped to *******. When I went to pick them up I was surprised to see that I was shipped a totally different generator than the Triton unit I had agreed to buy. I phoned ******* to let him know I received wrong items. Americas Generators did not sell me Triton Generators, but subsituted a lower cost brand, which I did not authorize, nor was I notified. I respectfully request a return authorization. This was a bait and switch and a refund of money paid is not only fair but the ethical thing to do. I reached out to ***********************, the **** on many occasions and have not had a response other than telling me to pay a 50% restocking fee. I have tried to resolve this issue several times, with no success. I am a small business owner and used my life savings to under go this endeavor to help people after hurricane ***. I offered to return the merchandise but to no avail. I respectfully expect a full refund, including shipping costs. Thank you for your assistance in this matter. ***************************

  Business Response

  Date: 12/15/2022

  Thank you for bringing this matter to our attention. Upon reviewing our records, this purchase was made by a corporation Faucetbar LLC (Attached is a copy of the invoice). *************************** was the representative of that company.
  
  Before sending payment, ***************************, a representative of Faucetbar, LLC came to our facility, saw, and inspected the equipment he was purchasing. He also signed the quote for Faucetbar, LLC. with the generators description listed on it (we have attached a copy of this document). Further, it explicitly states there or no returns and all sales are final. 
  
  The customer requested the units shipped to *******, **. The intent was for Faucetbar to resell the generators after Hurricane ***. Because power was restored quickly, the customer was not able to sell the ********************** and attempted to return them, admitting he had made a bad business decision. When making the purchase, the customer agreed to our terms of sale, which clearly state that we do not accept returns or issue refunds. As an exception, we offered the customer to return the units with a 50% restocking fee, which he declined.
  
  While we strive to provide excellent customer service in all transactions, we cannot issue a full refund on this order. 

  Customer Answer

  Date: 12/16/2022

   
  Complaint: 18447208
  
  I am rejecting this response because: that is an out right lie. I *************************** have never been to their facility. ************************* my associate from Faucet bar did go to the facility. And saw larger diesel generators. ************************* was given a spec sheet for a ****************, and we were told the units were not on site, but were in bonded warehouse. He was given a spec sheet of a Triton duel fuel Generator and were told that was the model we were buying. I was sent the triton spec sheet by ************************* via whats app, which I have dated copies of, showing the **************** as the brand I was agreeing to purchase, along with an invoice and wire instructions. Then without any notice or authorization they shipped us a totally different brand. A lower value common brand that is available everywhere for less money than the unit that we agreed to buy. It was a bait and switch, they showed us one brand, and shipped us another. We did not sign off on any invoice that showed the brand name, but a invoice that showed a part code, that indicated and implied we were getting Triton generators that we talked about. 

  These units are in same condition as we received then, in unopened boxes on pallets. I demand I get a return authorization and full refund. They are the seller, they misrepresented the product. Then when I complained they shipped the wrong units they refused to take them back without a $16000, 50%,  restocking fee. That alone is criminal and unreasonable. The owner has repeatedly ignored my calls to discuss and has offered zero customer service. His only action has been to avoid any direct contact to discuss. 
  The only acceptable resolution is a full refund. They are in this business and sell them as a daily activity. It is unreasonable to apply a restocking fee when it was their misrepresentation that has brought us to this place.  If I actually received what I ordered it would be different, but I did not receive anything like what we agreed to purchase not even the same brand. No agreed substitution or even notice of substitution, and that is just not good faith business.

  They showed us one branded product, and shipped another. A deliberate bait and switch. Totally unethical and unbecoming of an established business, one that should value their public persona and not want this recorded in their permanent BBB file.  Allowing the reporting of this unethical action visable to all future inquiries, showing exactly how they operate and warning all potential customers that they need to be aware of their deceptive tactics and to avoid doing business with Americas Generators and Gopower.com.  This is easily solved.  Solved the way that any ethical and reasonable business would. They need to agree to accept the return of all 48 incorrectly shipped generators and offer a full refund. 

  Sincerely,
  
  ***************************

  Business Response

  Date: 12/20/2022

  Thank you again for your response. We would like to reiterate that this purchase was made by a corporation, Faucetbar LLC.*************************** was the representative of that company.
  
  Before sending payment, a representative of Faucetbar, LLC came to our facility, saw, and inspected the equipment being purchased. The customers invoice has a description of the items, which is the same equipment shipped to *******, **. Further, it explicitly states there are no returns and all sales are final. Nothing changed from the initial inspection. The exact goods inspected were the same goods shipped to the customer. 
  
  We are sorry that the decision to purchase these generators was a bad business decision on behalf of Faucetbar LLC.  We will make one final offer to the customer of a 35% restock fee to assist them.  This is a one time offer and expires on 12/23/22.   

  Customer Answer

  Date: 12/20/2022

   
  Complaint: 18447208
  
  I am rejecting this response because: It is Obvious that this business owner was not involved in this transaction and has no idea what happened as he is changing his story and making it up as he goes. It is an outright lie that we viewed these generators. My representative, ************************* went to Americas Generators and met with the sales representative and NO smaller Dual Fuel generators were seen. None, only larger diesel generators were there. He was told that all the smaller generators were in a bonded warehouse.  ************* was provided with a specification sheet showing the Triton branded Dual Fuel Generators which he forwarded to myself.  We agreed to purchase the Triton Branded generators. Then, instead of shipping the agreed to Triton generators, they shipped us a totally different brand. Not the product that we agreed to. There was no conversation or authorization or approval to substitute a different brand. Charging any restocking fee is wrong, when it was a mistake made by Americas Generators in sending the incorrect product, either by oversight or intentionally. I did not make a mistake, we were misled. We did not agree to purchase Pulsar Generators. Why should Americas Generators profit $11,508.00 in a bogus restocking fee, on a misrepresentation that amounts to a bait and switch tactic. If we had received the correct product that we ordered, I could understand a punitive result. But these are not the generators that we agreed to purchase, they shipped a totally different brand, a much lower value product. This should not be my liability. We agreed to purchase ****** Generators in good faith, and this is not what they shipped. A full refund is the only fair solution. Even with a full refund, I will still incur over $4000 in costs between transportation and storage. That is more than enough penalty for trusting this vendor. 
  
  Sincerely,
  
  ***************************