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:07/18/2023

  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.

  I had an initial meeting with a Generac Supercenter salesman, ***** December, 2022. After not communicating for several months, I reached back out to Generac Supercenter and **** showed up showed up at my home. I had an immediate uneasy feeling when I stepped into my garage and he was inspecting my electric box. I thought "This is not the same guy who came before."My disabled son sat nearby in a powered wheelchair. **** was in khaki shorts and very casual shirt. He never introduced himself. He turned and began empty chatter. I was completely uncomfortable by this time. We walked around to the side of my house and he asked who placed the flag markers on the ground. I told him, Generac did, last time you came. We then walked into the house and began talking about the process. He began on his computer. Shockingly placed a sheet of paper on the table and told me to sign it. I asked what it was. He responded, "Just sign it!" I look at him feeling pressured and as if I was being manipulated. I walked back into the garage to speak with my son about the cost and if he were comfortable with the amount being in his name and brought back his credentials. He said yes. **** took his driver's license and military ID. He shared that he was giving me a better deal than *****. I then said I knew you weren't the same guy. (He quickly pulled and flashed something presenting it as a badge)! That's why I kept looking at you! I wrote a $5000 check and **** left. Two weeks later a credit card from Synchrony arrived. My son, who has sinced been hospitalized, and I were shocked. I immediately phoned the bank and canceled the card. Afterwards, on July 10, 2023, I phoned **** and told him I wanted to cancel the transaction, this after additional more substantive research. I was disrespected blinded sided and undermined, by this person. I am not interested in doing business with any company with such deceitful tactics.

  Business Response

  Date: 07/18/2023

  Prior to this complaint we had not heard any of these details from the customer.

  Our initial contact with the customer was made on 11/11/2022 for her initial sales quote and estimate. During this appointment the customer did not sign the contract or move forward with the installation process. On 1/11/2023 the cusomter reached out to our office stating she was still interested in the process but needed to gather more information from a local propane provider before she moved forward. A follow up email was sent on 1/25/2023. A follow up call was made by our office on 4/28/2023 to follow up on a previous sales call from 11/11/2022 in which the customer did not purchase. The customer Mrs. *** ****** scheduled an appointment for ****ard Speaks to come out on 5/2/2023. ****ard re-evaluated an existing proposal and gave the information to the customer. Again, the customer did not sign up for services while our Sales rep was onsite. A final follow up call was made again on 6/13/2023 at which point the customer scheduled for ****ard to come out on 6/15/2023 for the customer to sign the contract and pay the deposit. The customer paid the deposit with a check and completed the finance application with Synchrony Bank for the remaining balance payment. Since this date our office has spoken with Mrs. ******, during those conversation updates were given on the status of her installation as well as discussions on LP tank monitoring services. At no point was a complaint made or a request to speak with a manager made.

  On 7/18/2023 I received the BBB claim as well as a call placed to our corporate office requesting to speak with a manager. I immediately reached out to the customer. After the discussion with the customer, we will be refunding the customer her deposit less fees incurred to date per her signed contract. We have will be using the customer BBB written claim as her written request to cancel the contract as is required per our 3 day right to cancel and signed contract.