Complaints

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• Initial Complaint

  Date:11/03/2024

  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.

  I purchased a Generac 26kw Generator from Stuller Power Solutions who installed thi unit in 5/2023 at a cost of $1*****. The unit is under warranty for 10 yrs. It came with WiFi so Stuller could monitor the unit. April of 2024 Stuller called saying my unit no longer communicated with them via WiFi. They sent an technician to fix the problem. 9/27 Hurricane ****** hit NC. My power went out that morning. The Generac **** worked for 4 hrs then died. I tried calling Stuller, but their voice mailboxes were all full. I was unable to leave a message. I sent 2 e mails to Stuller giving them all the info above explaining I'm 75 y/o living alone w health issues. Both without response. Finally I heard from ***** Stuller, the owner. I begged him to prioritize me as the generator is new & unused until 9/27 & the unit failed the 1st time it was needed. His response: " I have a lot of priorities, and you're lucky you still have your home!" Frustrated I called 2 other dealers. *************** who sent a tech to my home on Sun 9/29! IChampion Comfort came Tues 10/1. Stuller would not give me an appointment. The next time I spoke with ***** Stuller he said he would put me on the list. He could not give me an appt. I told him that was unacceptable. Why can I get appointments for service with 2 other dealers who did not sell or install this generator, yet I could not even get an appointment from him? I told him the other 2 dealers response is how a reputable and professional company operates. A reputable company takes responsibility for the products they sell. He said he had ***** customers, and hung up on me!!!! All I got from ***** were e mails telling me what "I" should do to the ******************** or come into his office bet 9-5 M-F. I called again this week & spoke to his daughter who told me they can't refund the money, they would go out of busines, AND I was vile & blacklisted! Unbelievable! I want a refund, repair or replacement

  Business Response

  Date: 11/04/2024

   

  Mrs. ***** is correct on one point. We had a natural disaster with Hurricane ******. It took out our internet and phones for 10 days. My voice mail filled up immediately as well as email. One of my employees lost his house. Several more had to help relatives. Our office was surrounded by water and downed trees. 

  Now, I feel that Im a relatively kind person and I try to help as many people as possible. However when Mrs. ***** told me that I should have been prepared for this and should have had enough techs hired to handle this storm, I felt the need to help others first. Anyone who has seen the devastation in this area knows that NO ONE could have prepared for this natural disaster. 

  We no longer wish to have Mrs. ***** as a client. Her issue is with Generac, as that is a warranty issue. We are not obligated to repair her generator nor issue a refund. 

  Thank you.

  Customer Answer

  Date: 11/04/2024

   
  I am rejecting this response because: I never told Stuller that they should have been prepared for this devastating storm.  I told them 2 other dealerships for ******* responded immediately. One came out 2 days later on a Sunday, and the other within 4 days on the Tuesday.  In response to Stuller saying they couldnt even give me an appointment date because they have 5000 clients, is when I said if they had so many clients, they should have more Techs to service them.  I called and their answering machine picked up the calls. I pressed the appropriate extension # only to find the voicemail was full. In one email I was advised to come to the office M-F, 9-5. Yet the other 2 companies were available evenings and weekends to help customers during this emergency. I was hooked up to Stuller w WiFi, as stated w the tech coming out in April. They knew my generator was not working!  I found out it should have gone on once a week as a test.  Yet they did nothing. They installed the generator and were paid in full in good faith. They werent even professional enough to speak politely to a customer. Now they want nothing to do with me nor are they taking responsibility for their $15,000 problem generator. They have my money and I have a hunk of metal that is useless. Im terrified that without repair or reparation at 75 yrs old w health issues, I will find myself alone and without power and heat this winter when snow or a storm or cold spell will likely happen. Im not using my age as an excuse as I was accused of by Stuller.  I am truly nervous & frightened!  Im not feeling secure in my my own home with winter approaching and no working generator. Ive never complained about a local business nor have I ever been treated this way by a local business. 
  
  

  Business Response

  Date: 11/05/2024

   

  I have plenty of staff to handle normal operations, but not when everyone loses power at once. No one is. And I never mentioned your age, you did. Most of our clients are your age. And you DID say I should have been prepared for this storm. And I was polite until you said that.  My position stands. If we owe you for the remainder of your service contract, we will send that back to you. There are plenty of companies that can repair your generator. Youve already had 2 come out. And its under warranty and Im sure they have already started that process. 

  Customer Answer

  Date: 11/05/2024

   I am rejecting this response because:   I have never experienced a local business that has acted so rudely, crudely & irresponsibly.   

  I expected your denials but not your daughters attacks against me personally.  Vile? Blacklisted?  Using my age as an excuse?  You think it's ok that I can't even get an appointment with the company who sold & installed the defective unit when other companies who didn't make the money selling the unit, came to my home in days?  They diagnosed the problem. They came because you didnt.  They too are backlogged & its not their  responsibility to help me before winter.  If they could, they would.  
  
  You proved a total lack of responsibility for a job NOT done well. 
  
  I live in **************. We collected over $100K from residents to help 5 employees who lost their homes.  I was a generous contributer to this cause.  Unllike you, I am a person of compassion, well respected by my community & ALL the busneses I have dealt with in my 75 yrs..  I've never been accused of being vile, or been blacklisted.   

  I will communicate my experience to fellow members, many of whom already share my thoughts re Stuller.  I begged you to just make me one of your priorities.   My fear of being alone & without power during this massive hurricane is of no import to you.  You refuse to acknowledge that you couldn't even give me an appointment date when my new generator didn't function. You didn't even realize this generator never tested every week as it should.  It sent you messages via WiFi to no avail.  It should have been looked into long before ****** hit as it never turned on for the "test".  You failed to insure this generator functioned. 

  If I take you to small claims court, I will win.  Your excuses are simply excuses.