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:10/21/2024

  Type:Order 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.

  Elderly parent was sold three warranties overlapping in time for a power generator purchased from this business. A five year, same purchase date a ten year, and four years later, another ten year warranty.

  Business Response

  Date: 10/21/2024

  I will be contacting Mrs. ****** regarding this. There is confusion regarding marketing documents that have came directly from GENERAC and NOT KB POWER regarding them selling her another extended warranty since the one she purchased through us in 2020 that will be ending in 2025. We as a company have no control over GENERAC sending marketing to their customers that have a registered warranty. The ONLY extended warranty that KB Power sold to Mrs. ******* and collected money for was a 5 year extended warranty on 12/15/2020.

   

  Customer Answer

  Date: 10/23/2024

   
  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,
  
  ********* ******

• Initial Complaint

  Date:04/21/2023

  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.

  KB Power has maintained my Kohler 20KW generator since May 2018. During the scheduled maintenance on 3/31/2023, I was informed by the technician that one of the spark plugs could not be removed -- he said it was "cross threaded." He said he would come back to try to remove it. When he came back the next week, during his efforts to remove the plug, he broke it in the generator, rendering it non-operational. The company disavows responsibility for this problem. They want to charge me $1658.49 to repair something that they created. I find this unreasonable; the machine was under their care; they should have been checking spark plugs all along; their efforts created my problem. I have enclosed a copy of the maintenance contract that says they are supposed to check sparkplugs as part of the routine maintenance. It has obviously not been done for five years until now. If the problem had existed earlier and they had found it, it could have been covered by warranty

  Business Response

  Date: 04/21/2023

  The customer agreed to paying for the part that is needed to be replaced to fix the defective part. The portion of the estimate that the customer is disputing is the labor charges. KB Power has ordered the part from the manufacture and as soon as we have received it we will schedule with the customer to replace the defective component. Once this is completed the customer will be responsible for paying the cost of the part in which he agreed to do. Please see email below where the customer agreed to paying for the parts. As business owners we strive to do our best in helping all of our customers in a fair and professional manner. We take pride in knowing that we have an abundance of customers that are completely satisfied with our services. 

  On Wed, Apr 19, 2023 at 10:55?AM <*************************> wrote:
  
  *****,
  Im profoundly disappointed in this answer and do not agree.  This generator has been under your care for 5 years.  Spark plugs should have been checked as part of the twice-yearly maintenance agreement.  Had the technician not even bothered to check the sparkplugs, then there would have been no problem.  Your technician may not have created the initial problem, but his efforts to check the plugs resulted in the break and the need to replace the head.   The problem was created by your maintenance people during the scheduled check.  He also knew that he could have left the spark plug.  It was running fine.
  
  I anticipated that you all would not want to take responsibility.  VERY RELUCTANTLY, I would pay for the parts --- approximately $500 although I dont think I should have to do that.  The labor and travel should be your responsibility. 
  
  Please let me know if that is acceptable.  And I need my generator fixed.  In the course of your maintenance which Im already paying you for you technician has rendered my generator inoperable.  We had a power outage last week-end and we had no use of our generator for almost three hours.
  ******************;

  Customer Answer

  Date: 04/24/2023

   
  Complaint: 19963606
  
  I am rejecting this response because I did NOT agree to paying for the parts.  I suggested that I would pay for the part -- as indicated in the email -- but I did not receive an affirmative response to that offer.  Here is what I received:

  From: *********************** <****************************************************************************; ********* Thursday, April 20, 2023 12:24 PM
  To: *************************
  Subject: Re: Update on generator
  
  Good Afternoon,
  
  We do understand your perspective and that this is a frustrating situation for you.  But unfortunately regardless of the fact that we have been responsible for the maintenance of your generator for years, the spark plug being stuck in the cylinder head was not caused by any of our technicians.  Ultimately this repair would have been necessary once the spark plug(s) failed. ************** did everything in his ability to remove the spark plug but unfortunately was not successful. 
  
  At this time our original offer to take 15% off the total cost of repair is the best we can offer.
  
  Please advise if you wish to accept this offer and proceed with the *********** the part arrives (which is currently on order).
  
  Thank you

  I did not advise in any way that I would accept this offer
  
  Sincerely,
  
  ***********************

  Business Response

  Date: 04/24/2023

  As we have told you. We are willing to complete the repair and KB Power will cover the labor/drive time/mileage. It is your responsibility  to pay for the part as you said you were willing to do..VERY RELUCTANTLY were the words you used. See email communication below. We are currently waiting on the parts to complete this repair.

   

  On Wed, Apr 19, 2023 at 10:55?AM <*************************> wrote:
  *****,
  Im profoundly disappointed in this answer and do not agree.  This generator has been under your care for 5 years.  Spark plugs should have been checked as part of the twice-yearly maintenance agreement.  Had the technician not even bothered to check the sparkplugs, then there would have been no problem.  Your technician may not have created the initial problem, but his efforts to check the plugs resulted in the break and the need to replace the head.   The problem was created by your maintenance people during the scheduled check.  He also knew that he could have left the spark plug.  It was running fine.
  
  I anticipated that you all would not want to take responsibility.  VERY RELUCTANTLY, I would pay for the parts --- approximately $500 although I dont think I should have to do that.  The labor and travel should be your responsibility. 
  
  Please let me know if that is acceptable.  And I need my generator fixed.  In the course of your maintenance which Im already paying you for you technician has rendered my generator inoperable.  We had a power outage last week-end and we had no use of our generator for almost three hours.
  
  ******************;

  Customer Answer

  Date: 04/24/2023

   
  Complaint: 19963606
  
  I am rejecting this response because KB Power never acknowledged my suggestion.  Please note the last email that I sent.  I offered to pay -- very reluctantly -- for the part, but they rejected this.  They said that 15% off the total $1600.00 repair bill was the best they could do.  Therefore I am seeking other options.  KB Power never answered my email -- never said that they agreed with my suggestion -- never said or even sent an agreement for me to sign and acknowledge the plan going forward.  This is the reason for filing the BBB complaint in the first place
  
  Sincerely,
  
  ***********************