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:08/25/2022

  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 paid for my generator approx 6 mo in advance. Not sure of dates and times tho. It has had a bad valve, bad something else and a bad gas leak all at different times. I contacted the company numerous times and each time they sent someone out they found the problem. Not happy with all this so far. the man testing it day before ida check to make sure ac worked on start up, it did, and other things all checked out. During Ida the power went out and generator came on. Went to turn on a/c and no a/c. Day after power came on called ac company, ******** owner told me that sometimes when a whole home generator kicks on it will "burn up" an older model ac unit. Mine is about 15 yrs old I think. So not only did i pay 10,000 dollars that i had saved many yrs for but i then had to borrow over 6.000 dollars on a new ac unit. I called GenPro several times to talk to the owner. Finally got on the phone with him and explained all the problems with him. He was very standoffish and seeemed to not want to help me. Called back and asked for a quote on 1 yr maintenance agreement. Girl called back and said due to me being disatisfied with them they did not want to do business with me and referred me to ********* ****** I go to their office and pay 425.00 for 1 yr agreement. they come check unit and find out the brushes are burned up and rotor is bad. Still under warranty but it just made 1 yr old. the guy from steadfast told me that this make and yr of generator has had this problem with many of them. Why hasnt there been a recall and these generators recalled. Now with storms brewing out there I have no generator to keep the lights on. Parts were ordered and was told they were in stock. Due to rain havent gotten generator fixed yet. I am very disatisfied with the whole business. I am a single completely alone 70 yr old lady. Please help and get me a new generator that has no problems I just want to know i have a working new generator like i paid for

  Business Response

  Date: 09/08/2022

  We provided a proposal to install a new generator on 5/28/21 and completed the project on 9/8/21. As stated in her complaint, she did have some issues that we responded to every time. We went above and beyond -- sending out a technician, at no cost to her, before Hurricane Ida to install a battery in the generator to ensure that it would perform in case of a power outage, which it did. We returned during the power outage to change the oil in the generator after it had been in running for 100 hours as to the manufacturer’s recommendation; She insisted we had not performed this service and refused to pay. We scheduled an appt with her to complete the project and she did not show up for this appointment. She told the technician, through the Ring camera, that the air conditioner had stopped working. He assured her that he had checked the wiring and voltage were correct on the generator. We have been in business for 15 years and have installed thousands of generators. This is our first complaint with the BBB.  If generator installations caused air conditioner systems to burn up this would not have been our first complaint.  

  Customer Answer

  Date: 09/08/2022

  
  Complaint: 17775437
  
  I am rejecting this response because: Yes they came out to hook up generator day before Ida.. Which I was thankful. BUT that is part of installation, getting it online. They came to my house unannounced to change oil. I get a bill in the mail only.. I had no idea they were coming. I think it proper to inform any person that they are coming to do any type of maintanance AND that there will be a charge. NONE of the problems with the installation was my fault. NONE of them. You cannot fault me for mistakes made by you technicians on installations. NOW the brushes and rotor are burned up..I called GenPro to pay for a maintanance agreement and was told because I was unhappy with their service they would not let me have an agreement with them. I was then referred to ********* ******** who has been most gracious. I went and paid for a yrs agreement with them. they came out and found that the generator had not been working and that the rotor and brushes were burned up. I was told that this make and yr or model and yr were known to have this problem with brushes burning up. Why would GenPro sell me something that was known to have problems.  GenPro, first time for everything, and I do not believe no one has ever had a complaint against you. Maybe not to BBB but complaints or problems.. You could have had me blown to pieces and my neighbors with that "Big" gas leak.. Thankfully the guy you sent out for something else that was wrong found the leak. I was never offered a piece of paper with any repairs that were done, I pray you dont take advantage of anymore senior ladies out there. I will not refer anyone to you. You were snarky on the phone to me when I tried to explain things to you.. What a shame you Mr Owner were rude and didn't take responsibility for your errors and mishaps. Everyone makes mistakes Own up to it. BTW< thank you so very much for referring me to ********* *********. They have been just great. 
  
  Sincerely,
  
  **** ******