Business Profile

Generators

Champion Power Equipment, Inc.

Headquarters

This business's accreditation status is suspended and currently under review.

Complaints

This profile includes complaints for Champion Power Equipment, Inc.'s headquarters and its corporate-owned locations. To view all corporate locations, see

Customer Complaints Summary

40 total complaints in the last 3 years.
27 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

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:03/13/2025
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.
Terrible Experience - Constant Failures and ************************* Ive had nothing but problems with my Champion generator. I bought it hoping for a reliable product, but its been a nightmare from the start. The generator will not stay running consistently and powers down constantly. I expected better quality for the price, but it feels like I just threw my money ******* make matters worse, Champions customer service is a joke. Getting any kind of support is nearly impossible. When I finally reached someone, they were rude and clearly reading from a rehearsed script, talking down to me as though I were the issue and not the generator. They didnt listen to my concerns at all and instead just recited sentences that didnt address the problem. They told me my warranty wouldn't cover the repairs I needed because I use it for my mobile business (even though its marketed as a durable, commercial-grade generator and recommended for job site application - my self-employment mobile operation). Ive seen other complaints about the same issues: broken generators, poor customer service, and no resolution. The warranty is not really a warranty. Its honestly ridiculous how a company like this continues to sell these faulty generators without standing behind their products. At this point, I wouldnt recommend this brand to anyone. Save your money and go with a company that actually cares about its customers and produces quality, reliable products. There is absolutely nothing reliable about this company or the expensive waste of time and money they call a generator.
Business Response
Date: 03/17/2025
Hello *******,
Were very sorry to hear about the issue youve experienced with your generator. Unfortunately, due to the modification made by adding an extension to the exhaust, were unable to provide assistance for liability reasons.
As stated in the manual, unapproved add-ons or modified parts may not be used to modify or repair a CPE engine. Such modifications void the warranty, and repairs cannot be covered since this is not a manufacturer defect.
The manual also specifies that CPE will not be liable for failures caused by the use of unapproved parts.
If you purchased a third-party protection plan, we recommend exploring that option, as your manufacturers warranty has been voided due to the modification.
We can, however, provide information on the nearest repair center for further assistance.
We sincerely apologize for the inconvenience.
Initial Complaint
Date:01/29/2025
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.
Champion will not honor their warranty. The first time i changed the hydraulic oil i found the bolt was bad and it stripped all the threads. they replied to me at first and sent me a new bolt. I had someone inspect the tank and they said it needed to be welded and retapped. Champion mentioned replacing the tank. Then they said they didn't like my receipt, Now they will not respond to my repeated emails. Have not been able to use my log splitter for almost 3 months
Customer Answer
Date: 02/20/2025
I would like to reopen this complaint. It has been 3 weeks since they said they would send me a new tank and i havent received it yet. They will not respond to emails
Initial Complaint
Date:12/26/2024
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.
Attached you will find a file that outlines the timeline of events and a summary of the verbal conversations with customer service. You will also find all of the e-mail correspondence sent/received from Champion and **************** representatives. I ask that as you read this, ask yourself how would I feel if this was me? On 9/25/24 I spent $1,510 on the purchase of a new Champion generator (and another ~$3,000 on having a transfer switch installed). Imagine my disappointment when I found out that the generator was defective. Imagine my frustration after spending the past 2 months contacting and working with three different Champion **************** representatives and still after all that I have NOT yet received the part (inverter) that MIGHT fix the issue with the generator.I understand that Champion had no control over the strike at ****** Post BUT what you do have CONTROL over is how you respond to the situation. You also have control over what company/vendor you use to ship your products and also have control over providing alternative solutions (e.g. refunding money or shipping a new generator). I have tried to be patient but at this point I am all out of patients and at this point just angry that I have been out ~$1,500 for the past 3 months and that winter is now here and if there was a power outage I have spent ~$4,500 in total and I would still be without power. At the time of submitting this request I have yet to receive confirmation e-mail from ****** Post that the inverter has been picked up, tracking#, etc.I request either 1) refund of my money or 2) send a new generator (not inverter) assuming it can be sent from the US and sent via expedited shipping method. Request that you send someone to pick up the defective generator.I covered up my name, address and e-mail address in the attached files per BBB policy to not provide personal information. Happy to send same information directly to Champion if requested.
Customer Answer
Date: 12/26/2024
I finally received the inverter on 12/24. Although the inverter has been received, I do not consider this a close matter until I'm able to confirm that this part actually resolved the issue and the generator works. My electrician will be coming out some time the week of December 30 to install the inverter. I sent **** (Champion customer service) an e-mail letting him know the inverter was received and that I will provide him an update next week after the electrician is able to install. Thanks!
Business Response
Date: 12/26/2024
We have thoroughly reviewed the issue at hand and have been communicating with the customer throughout the process.
As of December 23rd, the necessary part required to rectify the situation has been successfully delivered. We trust that this will address the matter in its entirety. However, should any further questions or concerns arise, please do not hesitate to reach out to us.
We are committed to ensuring your satisfaction and are here to assist with any additional needs you may have.
Initial Complaint
Date:11/14/2024
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 generator from champion power equipment the unit has several issues with it I call the help line to see what was wrong we went thru a test process they told me it was a carburetor they set me one to put on I did it still didnt fix it I took it to a shop they call champion power and they put on 3- new parts still didnt fix it now they said it may be the brushes they are playing a guessing games mean while the bill is run up hours that I think they should pay for I been nice to long
Business Response
Date: 11/29/2024
Hello,

Thank you for bringing Mr. ******** concerns to our attention. We value our customers and strive to provide the best possible support within the parameters of our warranty policy.
Regarding Mr. ******** case, we would like to clarify the following points:
Warranty Coverage for Commercial Use
Champion Power Equipment provides a 270-day warranty for units used in commercial applications. To validate warranty claims, customers are required to submit proof of purchase (POP), which establishes the warranty period based on the purchase date.
Efforts to Assist
Despite not receiving POP from Mr. ******* we made multiple efforts to assist. According to the customer, the unit was purchased on November 15, 2023. Without POP to validate this claim, we were unable to provide full warranty coverage. However, to support the customer, we sent several replacement parts at no cost.
Labor Costs
While parts were covered, labor costs could not be reimbursed due to the absence of a validated warranty. This aligns with our warranty policy, which is clearly communicated to customers.
Continued Assistance
Our team has remained committed to assisting Mr. ******* including reaching out to them again today. During this call, the customer informed us they had decided to discontinue their relationship with Champion and submitted their complaint to the BBB.
We regret that Mr. ****** feels dissatisfied despite our efforts to resolve the issue. Champion Power Equipment is committed to delivering high-quality products and customer service while adhering to fair warranty practices.
Please let us know if additional information or documentation is required to address this matter further.
Sincerely,
Initial Complaint
Date:11/08/2024
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.
So I purchased a champion tri fuel generator that has had to be used 6-8 hours a day the generators regular maintenance as scheduled in manual were followed, valve adjustments oil changes spark plug etc. it wracked about 2.3k hours of run time on it as it was used almost daily & recently it made a noise like as if something inside the engine broke & it just started running at extremely high RPMs. I contact champion they tell me it has too many hours ran on it and that any damages that happen to the generator due to usage of said generator will not be covered under warranty, cool. My generator starts & runs fine aside from high RPMs which I suspect the speed governor broke. I dont believe that requires an actual engine swap to fix considering it starts & runs just like new always on first pull only this time it starts & goes full send? So how is it that Im being told this requires a full engine replacement & that its not covered under warranty but that an engine can be provided as a one time courtesy but that it will take 3-4 months or possibly longer for champion to send an engine because its not in stock & that I would be responsible for the labor & work required to get said engine professionally installed? Come on man who yall trying to play.The generator starts & runs fine. If the governor is broken, please fix the governor.Yeah my generator has high run time on it, I was told by champion customer service the generator will always run so long as it has a fuel source & proper maintenance it would not be running at 2.5k hours had it not been ************************* I have to go pick the generator back up from repair shop & wait 3-4 months or longer for champion to do their thing?Think its time I cut ties with champion & go with a different company.
Customer Answer
Date: 11/13/2024
Also after picking the generator back up from the service center it looks exactly like I had it, nothing was taken apart or anything. So how would champion exactly know that the governor broke on it due to run time & maintenance?
as I said before I have another champion generator only difference is that other one is an inverter & runs off regular fuel rather than this broken one I have that runs off tri fuel (natural gas in my case)

& the inverter has 2837 hours run time on there & besides doing valve clearance check & its regular maintenance the only thing that ever went bad on that inverter was the carburetor.

nothing else.
Business Response
Date: 11/20/2024
Hello **********
Thank you for allowing us the opportunity to review your claim. After thorough review we have determined that your generator will be replaced with a new unit.

However, we want to inform you that the replacement generator is currently out of stock and is expected to be available on December 16.

Additionally,we noted that the generator was used as a prime power source. Please be aware that, due to the nature of its application and excessive usage, this falls
outside the coverage of our standard policy. To support this, this information can be found in the warranty exclusions in your operators manual.
*************************************************************************************************;

That said, we are committed to ensuring your satisfaction and will provide the replacement generator

If you have any questions or require further assistance, please dont hesitate to reach out to us.
Customer Answer
Date: 11/22/2024

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:09/23/2024
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.
Bought a generator in October 2023. Within thr first 6 months, the unit cracked on its housing, oil sensor malfunctioned, carbon monoxide sensor malfunctioned, chock ez dial is jammed, recoil starter snapped in half In attempt to start it after thr company refused to help repair the jammed ez dial falsely accusing me of using the generator during a snow storm. I used it under cover with snow very close but not directly on it. While they advertise use of generators in hurricanes. This unit has been an issue since it came out a box.
Business Response
Date: 09/24/2024
Thank you for bringing this matter to our attention. We want to assure you that we are taking this situation seriously and have already been in direct contact with the customer. They have been informed that we are fully committed to resolving the issue promptly.
Our team is currently reviewing the details of the claim, and we are coordinating all necessary steps to address it efficiently. We understand the importance of swift resolution in these cases, and we will continue to work closely with the customer to ensure their concerns are addressed.
Customer Answer
Date: 10/02/2024

Complaint: 22318158

I am rejecting this response because:
After communicating with someone higher up in champion, they needed my serial number for the unit. I emailed them back and haven't heard anything since

Sincerely,

***** ******
Customer Answer
Date: 10/02/2024
Im requesting a refund for this transaction, I haven't received anything in the mail for this order either. This transaction is for replacement parts
Business Response
Date: 10/08/2024
Thank you for your patience. Im pleased to confirm that your refund was processed yesterday. If you have any questions or concerns, please dont hesitate to reach out to us.
Customer Answer
Date: 10/11/2024
Champion sent a new warranty replacement for the generator, the new replacement starts but doesnt run, it seems to be flooded or starved of gasoline when you move from choke to start and it creates a giant smoke cloud. Ive tried running it on the gas off valve and it runs for a split second before turning off. This is my only source of power when the sun goes down and the batteries die, i cant afford additional batteries to keep my heat running so i use a generator...... I slept in 45 degrees last night, and its only going to get colder. I have spent so much time and money on these two generators to be stuck with two units that dont work. I am not satisfied and was ripped off by champion.
Customer Answer
Date: 10/11/2024
I have emailed and called champion to try to fix this issue and I am unable to get ahold of them, due to my power situation, im having difficulty keeping my phone charged so this needs to be taken care of email or by regular mail to my post office box
Customer Answer
Date: 10/11/2024
I made contact with ********** who sold the generator to me, and made a complaint with ********** against Champion
Initial Complaint
Date:09/11/2024
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.
We bought a generator from tractor supply on August 11, 2023 for ****** and after 9 months it started leaking oil and parts started going out. We tried to call customer support, but the woman on the other line was rude and had an attitude. We bought two pare of brushes and a regulator.but now its not working at all. I tried to call customer support again but no answer I should mention that I was on the phone for 30 minutes waiting the first time and then tried the next day I was on the phone for an hour waiting. I just want them to make this right but I cant even get them on the phone
Business Response
Date: 09/13/2024
We are very sorry to hear this. The customer has been referred to our authorized service center for a full diagnostic after the recent issue with their generator. We understand this has caused some inconvenience for the customer, and we want to ensure the matter is resolved as efficiently as possible.

The service center will be responsible for identifying the root cause of the problem and recommending the appropriate solution. The customer has been updated on this process and we will monitor the case closely.
Thank you for giving us the opportunity to correct this.
Initial Complaint
Date:09/09/2024
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.
We bought couple of Champion wood splitters and one went bad less than 2 years later after we bought it. The product came with 2 years warranty. After I contacted Champion Company and speaking with different persons, including few managers, they would not replace de defective part, even though was still under the 2 years warranty, for the simple fact that we couldn't find the receipt anymore. I've sent them the pictures with: production date, model number, serial number and the unit itself. I found on the internet similar information of a person who had the same part failed and was out of warranty by 2 years and they replaced the part for free. I feel like we were discriminated against other people who had their parts replaced under warranty, even when their unit was way past the warranty time. I would like Champion to honor the warranty on their products.
Business Response
Date: 09/10/2024
Dear ***** ****,

Thank you for bringing this matter to our attention. We appreciate the opportunity to address the concerns raised by Mr. ****** ******.
Response to Complaint ID: ********
We have reviewed the complaint submitted by Mr. ****** regarding the Champion wood splitter. After a thorough investigation, we would like to provide the following response:
Mr. ****** has indicated that the wood splitter in question was purchased less than two years ago and is still under warranty. However, it is important to note that the unit was purchased second-hand and not from one of our authorized retail stores. As such, we cannot verify the history of the unit, including any modifications that may have been made by previous owners.
Our warranty policy clearly states that coverage is only applicable to the original purchaser and requires proof of purchase. Unfortunately, Mr. ****** was unable to provide a receipt or any other form of proof of purchase. Without this documentation, we are unable to honor the warranty claim.
We understand Mr. ******* frustration and regret any inconvenience this situation may have caused. However, our warranty terms are in place to ensure the integrity and reliability of our products and services. We must adhere to these terms to maintain fairness and consistency for all our customers.
We hope this explanation clarifies our position on this matter. Should Mr. ****** have any further questions or require additional assistance, we encourage him to contact our customer service team directly.
Thank you for your understanding and cooperation.
Sincerely,
****** ******
Director of Customer Service
**********************

Business Response
Date: 09/10/2024
Date Sent: 9/10/2024 10:05:38 AM
Dear ***** ****,

Thank you for bringing this matter to our attention. We appreciate the opportunity to address the concerns raised by Mr. ****** ******.
Response to Complaint ID: ********
We have reviewed the complaint submitted by Mr. ****** regarding the Champion wood splitter. After a thorough investigation, we would like to provide the following response:
Mr. ****** has indicated that the wood splitter in question was purchased less than two years ago and is still under warranty. However, it is important to note that the unit was purchased second-hand and not from one of our authorized retail stores. As such, we cannot verify the history of the unit, including any modifications that may have been made by previous owners.
Our warranty policy clearly states that coverage is only applicable to the original purchaser and requires proof of purchase. Unfortunately, Mr. ****** was unable to provide a receipt or any other form of proof of purchase. Without this documentation, we are unable to honor the warranty claim.
We understand Mr. ******* frustration and regret any inconvenience this situation may have caused. However, our warranty terms are in place to ensure the integrity and reliability of our products and services. We must adhere to these terms to maintain fairness and consistency for all our customers.
We hope this explanation clarifies our position on this matter. Should Mr. ****** have any further questions or require additional assistance, we encourage him to contact our customer service team directly.
Thank you for your understanding and cooperation.
Sincerely,
Pedram Koukia
Director of Customer Service
**********************
Initial Complaint
Date:08/15/2024
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.
New, never used prior, ***** watt Champion generator is not producing any AC power output on the first attempt to put into service. Notified *** as per their warranty instructions and they have failed to offer a local warranty repair of my unit. *** Support started off by suggesting I do the repair. Then suggested I take the unit to the greater ********* area for repair at my expense. The unit comes with a 3 year warranty. The unit was purchased from the Canadian Tire store in ************, **, which has a registered company name of *****************************. Warranty claims have to be taken back to the equipment manufacturer - "Do Not Return The Unit To The Place of Purchase". To my knowledge *** has not issued me a case number for service. I have attached the following documents for my claim file; receipt of purchase, product registration card, warranty information, and record of correspondence with CPE Support. I will be more than happy to return the unit to the Canadian Tire location and receive a full refund.
Business Response
Date: 09/03/2024
We have made multiple attempts to contact Mr. ******** on August 16th, August 27th, and September 3rd via both telephone and email. Our goal is to collect additional information regarding the issue so that we can address and resolve it promptly. We are committed to ensuring a satisfactory resolution and would appreciate the opportunity to discuss the details further.
Business Response
Date: 09/04/2024
Hello,
We received this email on Friday before the long weekend. We will reach out to this customer to assist and provide you with an update. I am sure we can settle this case.
Regards
.
Business Response
Date: 10/08/2024
Hello
We have made several attempts to reach Mr. ******** by phone; however, they have expressed a preference for communicating via email. Mr. ******** is requesting a replacement unit but does not wish to follow the warranty process, which is contrary to our company policy. We have proposed a few troubleshooting steps that we are confident will resolve the issue, or alternatively, they may take the unit to an authorized service center in their area. At this point, I believe weve exhausted all available options. Its important that we complete our due diligence to ensure the unit is not defective before considering further action.
Regards,
Customer Answer
Date: 10/08/2024

Complaint: 22143923

I am rejecting this response because:
CPE continues to want me to diagnose the issue with the generator. *** continues to provide information and request more information from the same "script" they were using when first notified of a warranty issue. They are not grasping the fact that they, through their sales representative - Canadian Tire, delivered a unit that failed on the initial need for ** power. The unit was faulty "out of the box". The unit has never worked as intended and never supplied an ** power supply. The generator has virtually zero run time on it as it never produced ** power. I cannot put that any simpler for them. Had I actually used the unit once or twice as intended, I would be happy to follow their suggestions. However, when they supply a unit off of their assembly line that fails on the first try CPE should be good enough to return the purchasers money with return of the faulty unit. I should not have to pay out of pocket expenses to get their faulty product to their repair center. *** should be making transportation arrangements on their account from my residence to their closest authorized repair facility if they will not pay for a local repair facility to diagnose and repair the ** power supply issue.
Sincerely,
**** ********
Business Response
Date: 10/10/2024
Hello,

We appreciate the opportunity to respond to Mr. ********* concerns regarding his generator. We fully understand his frustration with the unit not working as expected upon first use.
Our warranty policy requires that we perform troubleshooting steps or authorize an assessment by an authorized service center to confirm any defect before taking further action. This is a necessary step to determine whether the issue can be resolved without delay or if a replacement is warranted. While Mr. ******** has requested a direct replacement, we need to complete this process first to ensure due diligence.
If the authorized service center is too far for Mr. ******** to reach and he is aware of a small engine repair shop nearby, we would be happy to review that option. He may provide us with their contact information, and we can contact the shop to make arrangements so that Mr. ******** can take the unit there for inspection and repair.
Once the unit is assessed, if it is found to be defective, we will proceed in accordance with the warranty terms, which may include repair or replacement.
We hope Mr. ******** will allow us to follow the necessary steps to resolve this matter efficiently. We remain committed to finding a solution that adheres to our company policy and ensures customer satisfaction.

Best regards,
Pedram Koukia
Champion Power Equipment
Customer Answer
Date: 10/24/2024

Complaint: 22143923

I am rejecting this response because:
Champion Power Equipment continues to play from the same stalling tactics script that they have been using through this issue. Back on January 1, 2024, I provided the Champion customer service associate with a link to the best rental equipment business in the town that I live in. This business can repair anything from a chainsaw to a hydraulic manlift. Champion came back on February 22, 2024, stating they could not get the company to "partner up" with them to do my inspection/repair, and asked for any other local recommendations. I shouldn't be the party trying to find a repair facility or solution for Champion selling a defective unit. I did offer another name of a local repair shop and Champion could not contact them about the repair. If they want my generator to go to their certified repair shop in *********, ** they can arrange and pay for the shipping to and from that location.
Or arrange for the Seller (Canadian Tire - ************) to give me a full refund. I will gladly return the unit to this location.
I'm starting to get concerned that the BBB is now getting trapped in this endless script that Champion hides behind. Why haven't you sent them notice that their BBB rating will be downgraded ? They are refusing to acknowledge they sold a defective unit and using all stalling techniques possible to avoid a refund. It is now winter here in ******, and for 10 months I have been searching for a solution. I still do not have a source of backup power.

Sincerely,

**** ********
Business Response
Date: 11/01/2024
Hello,
We understand Mr. ********* preference for email communication, and we are working to resolve his concerns accordingly.
To move forward with the warranty process, we have located a small engine repair shop in his area. The shop, New Beginning Small Engine Repair, is 18 minutes away from Mr. ******** and is prepared to inspect the unit. We will send Mr. ******** an email with all the details, including the shops contact information and instructions for bringing in the generator.
If the repair shop determines that there is a defect, we will issue a return authorization so he can bring the unit back to Canadian Tire.
Our goal is to resolve this matter promptly and ensure the warranty process is followed. We appreciate Mr. ********** cooperation.
Best regards,
****** ******
Champion Power Equipment
Customer Answer
Date: 11/10/2024

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this course of action is satisfactory to me. By no way should this be considered a resolution to my complaint. This is simply the next step in getting to a resolution that should have been proposed more than 9 months ago, and without BBB involvement. I will make arrangements to get the unit to the local small engine repair shop.

Sincerely,

**** ********
Initial Complaint
Date:08/14/2024
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.
I bought a Champion generator right at a year ago. We used it the first time the electricity went out. The generator stopped working and luckily the lights came back on approximately 2 hours later. I called Champion for help, and waited over an hour to get someone to answer. At this point the lady had me go outside to my generator and walked me through every possible scenario. The generator started.The electricity went out about two months later. The generator did not work this time. There was not electricity running from the generator to power my house. We lost over 200 in food this time. I called Champion again and was on the phone waiting for over an hour. This time they told me to take the generator myself to the nearest Rural King. The nearest Rural King is over twenty miles from my house. I packed the generator myself to Rural King.The generator has been at ********** since August 3. I called Rural King today August 14 and they haven't looked at the generator yet. We have possible weather coming in this weekend.I called Champion again today and waited 20 minutes for an answer. I ended up talking to ****, a supervisor, who gave me the company line. I asked him, "What do I do if the lights go out this weekend and I don't have a generator." I was told he doesn't control the weather and this is on me. I can't get resolution for this problem, and Champion in my opinion is not standing behind their product. I just want my money back and to be done with this company. Champion will not do anything to provided me with another generator while the one I bought is being worked on. I could use some help.....
Business Response
Date: 08/27/2024
We are incredibly sorry to hear about this issue. We have been working directly with the customer to resolve the matter. ************** was referred to an authorized service center, as our warranty is a service warranty, unless the unit is diagnosed as unrepairable or not cost-effective to repair.
We have confirmed with the authorized service center that the unit has been repaired and is now in the customers possession, operating as designed.
Thank you for giving us the opportunity to correct this.
Customer Answer
Date: 08/28/2024

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,

*********************

BBB Business Profiles may not be reproduced for sales or promotional purposes.

BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.

When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.

BBB Business Profiles generally cover a three-year reporting period, except for customer reviews. Customer reviews posted prior to July 5, 2024, will no longer be published when they reach three years from their submission date. Customer reviews posted on/after July 5, 2024, will be published indefinitely unless otherwise voluntarily retracted by the user who submitted the content, or BBB no longer believes the review is authentic. BBB Business Profiles are subject to change at any time. If you choose to do business with this company, please let them know that you checked their record with BBB.

As a matter of policy, BBB does not endorse any product, service or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation. BBB charges a fee for BBB Accreditation. This fee supports BBB's efforts to fulfill its mission of advancing marketplace trust.

Cookies on BBB.org

Complaints

Customer Complaints Summary

If you've experienced an issue

Filter and sort by

Sort by

Complaint status

Complaint type

Complaint statuses

Business Response

Complaint statuses

Customer Answer

Complaint statuses

Customer Answer

Business Response

Complaint statuses

Business Response

Complaint statuses

Customer Answer

Business Response

Customer Answer

Complaint statuses

Business Response

Customer Answer

Customer Answer

Business Response

Customer Answer

Customer Answer

Customer Answer

Complaint statuses

Business Response

Complaint statuses

Business Response

Business Response

Complaint statuses

Business Response

Business Response

Business Response

Customer Answer

Business Response

Customer Answer

Business Response

Customer Answer

Complaint statuses

Business Response

Customer Answer

This business's accreditation status is currently suspended and under review.