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:02/22/2023

  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 purchased a Cummins Whole Home Generator for $9,264.00 on March 18, 2021.The first problem was, they didn't hookup up five wires from the generator to the transfer switch. They had to come back because it didn't start.The next problem was, they didn't hookup the well to the transfer switch. They had to come back out. The third problem was they had the generator set for natural gas instead of propane. We had called Cummins and they walked us through changing the settings.The first month these problems were taken care of. Then there was the problem of the Generator not working at all. We called at least once a week. Sometimes they would come out and reset the computer. Most of the time it was two more weeks we had to wait for someone to return our call. The Generator does not work at all. Quality Electric has tried to fix it, giving up they told us to contact ******* and that they aren't going to do anything about it. We have tried to contact ******* before. They wanted us to pay $1,900.00 for them to come from ******** for a service call, even though it was under warranty.We expected to buy a working Generator and would like our money refunded if they can't supply us with one that works.We also had to move the propane and pour a slab that cost in addition and would prefer to have a working generator.

  Business Response

  Date: 03/02/2023

  
  BBB Response to Complaint # ********
  
  1.) After initial installation of the generator. we returned to add the well pump circuit to be 
  backed up by the generator, as it was on a separate disconnect from the house.
  
  2.) The control wires were verified and checked between the transfer switch and generator.
  
  3:) We did not make or verify fuel connections. as this was done by a certified plumber
  
  4.)  We made the additional 80+ mile round trip service calls after ***************** informed us 
  that "'The Cartel hacked her generator settings and disabled it." ************ call
  showed that the Standby mode was disabled upon arrival. The Standby mode and Generator 
  Exercise Settings were programmed each visit with functioning results during the visit. only 
  to be informed 1-2 weeks later that it was not functioning again.
  
  5.) After the service calls and the continued reported problcn:1s, a case number was started with 
  Cummins ***************** Cummins did relay that if their service technician did not find 
  anything wrong with the internal components of the generator, a $1,900 service fee would be 
  charged. Without the Cummins Technician to verify if the generator's internal components are 
  functioning properly, we unfortunately cannot proceed any Further.
  
  6.)  Propane tank location is not electrical. It is outside the scope of our services.
  
  7.) Finally. the ******** were additionally having their electrical service meter monitored 
  for voltage problems by ************** but we were not informed of the findings from the Utility Company.
  
  
  

  
  

  Customer Answer

  Date: 03/13/2023

  5. Cummins did Not do anything. They haven't called or contacted us. 
  Who is legally responsible for the warranty? This is a warranty issue.
  We didn't get what we paid for and can't invest anymore into something that has never worked.
  Maybe just a refund for a defective generator.
  7. We haven't heard from ************* either. They are like everyone else.
  

  
  

  Business Response

  Date: 03/27/2023

  This letter is in response to the letter we received 3/23/23. As we stated in our previous letter,
  we made numerous trips out to the ******" s residence to try and fix the issues they were
  experiencing with the generator. We tried everything in our power to help resolve the
  situation. In regards to the refund request, we informed the Godseys that they would need to
  go through Cummins directly in order to pursue a refund for the generator. We then provided
  them with all of the contact information for Cummins. Apparently, ******* told the
  Godseys they needed a deposit in order to go look at the generator, but said they would
  refund the deposit if they determined the generator was defective.

  Business Response

  Date: 04/04/2023

  This is becoming ridiculous at this point. We have responded NUMEROUS times to EVERY piece of correspondence we have received from you guys. Just to be sure you received our responses, I sent them via fax, regular mail AND email. I have attached EVERYTHING we have sent to this message. Our responses include answers to EVERY question you have asked of us. Please let me know you received the attachment.

  Thank you.
  

  Business Response

  Date: 04/05/2023

  DATE:             April 4, 2023
  TO:                 BBB
  FROM:           Quality Electric
  RE:                  Complaint #********
  
  Unfortunately, we cannot ***** a refund to the customer. We merely installed the generator. The warranty would need to be pursued through the vendor (Cummins, CED).  As far as we know, the customer has not followed through with Cummins requests in order to verify that the generator is defective. The vendor needs to be able to determine the generator is defective in order for them to issue a refund.
  We only installed the generator. The vendor is responsible for the product.
  

  
  

  Customer Answer

  Date: 04/17/2023

   
  Complaint: 19443720
  
  I am rejecting this response because:

   

  ******* wants over $3,200.00 to come look at the generator with no guarantee it will work after they leave. If they have to come back as many times as *****, it would cost us the price of another one and we would have over $24,000.00 invested in something that has never worked.

  Why should we pay to fix something we bought new?

  It is under warranty.

  The installer, Quality Electric, should have provided enough information that it has never worked. If they cant trust their installers work, they should have been the ones to install it themselves.

  We could buy a new generator for the price wed have to pay to have this one looked at. 

  Because of the hacking our accounts are locked and cant apply for a loan. The price they want to look at it is all of our income for two months. We dont have any to spare as it is. 

  Its ridiculous this has drug out so long and we have to keep fighting! 

  Over two years of its warranty gone. We paid for 5, and will need the full  5 year warranty once it gets fixed, if its their choice to fix it, but we really dont care to own anything that has taken so much time from our lives and caused so much grief. Wed rather do without and suffer through the outages like weve been doing anyway.

  Im beginning to think we deserve more than 

  just fixed.

  We have all lost time and money, except for Cummins, on something that should have never happened.

  
  ***********************;

  
  
  Sincerely,
  
  ***** & ***********************

  Business Response

  Date: 04/21/2023

  As a company, we find it important to give our customers a thorough and quality service. It is unfortunate that ******* is charging the customer prior to performing internal warranty work. We understand that this has been a prolonged and frustrating process for the customer. We have exhausted all possible troubleshooting tactics through multiple on-site visits that seem to resolve the issues during the visits, only to learn from the customer that the programming preferences are lost a week later. Our company cannot proceed any further without the involvement of a Cummins technician.