Complaints

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• Initial Complaint

  Date:06/17/2025

  Type:Service or Repair Issues
  Status:

  UnresolvedMore 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.

  Mr ******************** owners **************** ******* completed installing a 16kW Guardian ***erator 10/12/2016 for a total cost of $8862.53. Over the course of several years the ***** weekly exercise faults occurred/overcrank alert requiring repeat service calls Last fault on 7/10/24,I was advised to check with *** for loadcheck implying I may be overloading the gas meterwith too much demand.Contacted NWN the next morning and within hoursthey upgraded the meter to meet the demands of the added *** as it was not properly sizedin 2016!NWN states there is no record of Mr ******************** calling to verify the energy load with the generator could be handled by my current meter. ***** says *** was contacted, documentation ?My complaint is the fact that and manner of handling when ***** on July *******, under a pretext (my opinion) informed me they would no longer service my generator and referred me to *******************************. ****** does not accept other dealers installs. My calls to multiple dealers were unsuccessful. I wrote ***** and shared Bryants'sresponse. I expected Mr. ******************** to remain my dealer until such time as I found a dealer. Wrong! Her choice to "cancel" me rather than provide requested documents,speaks of poor business practice. Neither did she prorate a refund for the 3 year($129.)prepaid advantage plan I had recently renewed(6/19/2024) as Ben/husband/ ********** told me this plan's benefits /perks applies both to std electrical service and the generator. The maintenance for **** is the only reason i purchased the plan. Last week mobile link expired , the confirmation I needed to file this complaint.. In addition Mr ******************** coined a new term "off-season", for the generator. Absurd The purpose is to have power 24/7/365 days.This is a means to justify/ deny ER priority service If both the utility has a power outage and the *** fails to start. unprofessional, no transparency or ******************* me your documents

  Business Response

  Date: 06/17/2025

  Good morning, being that we cannot meet your needs, Please note this is the first request we have received to do so, we are happy to refund the Advantage Plan that you had purchased last year.  You will see a refund within 5-7 business days on your credit card.  If we are unable to refund on the card you provided, then we will send a check to you via mail.

  To address your other concerns, we have visited your home to not only service your generator but provide other electrical services numerous times in the past few years.  We had even sent our generator specialist on the same-day several times, to meet your needs.  However, the time in question that you provided above where we mention off-season, we were unable to immediately attend to your generator as you insistently demanded through your multiple communications, because both the company owner and our only generator technician were out of town (on training and on a personal trip), because it was the off-season (which we use as the term to describe the time before the fall and winter storms hit when generator servicing and needs are slower).  As owner, and since you directly mentioned myself, I even took our office concerns while out on our trip, to discuss the issue at hand and determine what should be the next Steps.

  It was determined that the problem occurring with the generator was not an emergency (and was in fact resolved without need for us to come), and being a small business, we had no one available to assist until the return of either myself or our generator tech, which was a reasonable response.  At that point, we DID refer you to ******, since we could not meet your immediate needs, so that you could get help from another Generac dealer on their local list.  We also provided guidance that should they not be able to assist, there were several others locally who work on generators who can help.

  As a customer, however, you expressed deep dissatisfaction, critiquing the resolution both verbally on the phone toward our office staff, and written to both my office staff and myself as owner, without taking into consideration all the many times we were able to attend to your needs same or next-day, and the history we had with caring for you and your home: There was no ***** given at all.   Your negative and forceful communications both to my wife and to my office staff went so far as to not only question their best intentions to try and serve you and your needs as we have always done in the past, but to also unkindly disparage my wife and our individual team members in writing (and to note, they were always respectful and considerate towards you).  

  It was at this point where I as owner will protect my team.  They do not ever need to be sublected to unkindness, and respectfully, if we cannot make a customer satisfied, then we can part ways.  So we do stand by our recommendations that the customer may seek another company that works on Generac generators for their future service. 

  We wish all the best to you.

  Customer Answer

  Date: 06/18/2025

   
  Complaint: 23478340
  
  I am rejecting this response because:your response  does not tell the whole story, yes you came and service  on the same day but was that because  you failed to fix the oil leak  and had to return an additional 2 times your same day may be due the  ur***cy (If my car had low oil pressure i would immediately stop driving and have it towed to garage rather than risk destroying the engine. i maintain the same thing applies  here   an oil leak unchecked get worse and you cou ld not afford to  risk  a power outage and the *** start and runs  for a prolonged time and  the oil  loss burns out the ***erator , warranty won't cover the fact that you had to come out3 times to fix the same problem . The cost to replace damage ***erator would be on Mr ********************* The addition multiple times beyond the oil leak you may have give me same day service  are likely due to the fact that no load check was done to be sure the ***erator's added load  could be met by the meter.   Generac installation manual states   before  installation  you are to  verify the capacity of the meter  to provide sufficient fuel  when adding the ***erator  to other household appliances. in an email dated May 20 2016 I  asked is it possible that an upgrade for the gas meter might be necessary and additional costs? Mr ********************** response "typically I refer gas connection questions to the sub contractor i use for this work but I have never had to upgrade a gas meter to accommodate the load. i will talk with  the subcontractor I use for this work and verify this for you".   i never heard anything after this. were you aware that upon the inspection  for the gas piping the first  inspection failed and  because it could not hold the needed pressure for the required time?  the inspector came back  that same day in the afternoon after the correction  on May12,2016 and it passed I have documents  to every thing but you have not provided a single document to disprove or even verify every thing in my whole complaint  i say but since I only have 30 mins i may not have time to explain  and upload new docs.  Mr ********************** you have deflected and not provided a single document , instead you have pursued personal attacks instead of focusing on disputing what actually is stated in the advantage plan and what i contend was suddenly made up.
  multiple  overcrank  faults occurred in the ensuing years and I contacted t ************ and they explained that most likely  overcrank was due to an improperly sized meter for the load. lets fast forward to july10,2024 .. again another overcrank, fault and ***erator shut down., this time your office mgr told me to check  with NWN as if  my energy improvements may have caused  the *** to overcrank... adding insulation and a few recessed light to ceiling  done not affect the meter. i have not added a single appliance  to the load of the meter since the ***erator. Mt ********************** also said that they contacted  nwn and an upgrade was not necessary at that time... 2016. I do not believe  that actually occurred. I called *** they have no record of any request to check/verify the load at my residence  either by the subcontractor or mr **********************, in fact this can't be done  over the phone but a load check is done in person. That same morning july 11, 2024 *** came to my  home and upgraded the meter  with in 3 hrs.  the ***erator was up and running. no hesitation on the part of ***, its pretty obvious  the upgrade was necessary.  As i i had to be present for the appt  for nwn to come out I know  that in 2016, it was not done as i was present for all the work an  inspections for the ***erator , and no one came to verify the meter load. So how may same day visit were due to the overcrank should not  have occurred if  Mr **********************  done  his job properly because another issue i had was with changing of the verbiage of the advantage plans,  you stated it guaranteed if there  is an issue with our workmanship not manufacturer defects ... well there certainly was with the repeat oil leak and the failure  to have nwn verify the meter. It is not a coincidence that over cranks stopped immediately and once installed by tech the ***erator started right  up... problem for over cranks finally solved. I had been pretty patient  in regards to repeat problems and then they do not own up to accountability/responsibility and will  not provide any documents that dispute what i have provided as the whole   description the advantage plan states. or prove what they claim.  .I think because they screwed up with have both their ***erator techs on vacation  at the same time, first  add/ change the words in the advantage plan to dismiss any priority servicing and secondly say that  the advantage plan in  does not apply  completely to the ***erator. Why in the past  8 years  would they not provide documentation to me  that there was a difference between the priority and ********** for **********************al work and the ** priority scheduling for the ***erator?  Mr ********************** has contradicted  what their office manager told me. he says while he was on vacation the other tech was out on  training and a personal trip, Let me throw in after ***** cancelled me as a client i emailed  back a couple days later stating ****** power and other  would not work on another dealers install. I includes 3 other dealers with no results.  I never heard back Never saw this so call local dealer list to to provide guidance   to find other dealers locally that work on ***erators.   provide documentation that such an email exists.. I recently contact ******* to assist me to find a dealer. after you ended my mobile link subscription  as that confirmed you were no longer listed as my dealer 

  to imply that I  too demanding unreasonable when they do not provide  documents  that spell  out how and what I can expect for power failures   and **********************al breakdowns ** servicing.. there is no  excuse save for the fact the excuse was to justify not being able to provide a tech for my *** that went off line for  overcrank yet again. . They withheld  this so called  advantage plan  with differing benefits/perks  etc,or else madeit up and can't produce any documents.Oh  heres a good one they came up with  ***erator have off seasons
  Sincerely,
  
  ***** **********