Complaints

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• Initial Complaint

  Date:12/01/2023

  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.

  I purchased a ******* Generator on Sept 2019 for $8281.09. I also purchased a full warranty for $662.01. This year around the middle of Oct we lost power and I went out to check the generator and saw smoke at the transfer box. I shut down all power at this time. Kevins came out and did a direct hook up so that I had electric to my house. He said he would be out the following week to fix the issue. He did not show up. I called his office 2-3 times each week for 5 weeks. Last week we lost power again. I called the electric Co. They came out and replaced a transformer. When they connected my power back up sparks and fire flew from the meter box. They had to call a contractor that they use. He came out and did a correct direct hook up that cost $80.00 so we had power. 3 hours later a generator contractor came out that the electric co. uses. He replaced the transfer switch so that everything worked. This cost $1236.54. He also contacted Generac and they said that a warranty was never purchased. On this day 11/22/23 Kevins finally sent me a text saying that they could not eat the cost of a repair. I think I should be paid for the repair cost and be given back what I paid for a warranty that they will not honor.

  Business Response

  Date: 12/04/2023

  first off, attached are the documents from ******* showing that the unit was and is under warranty. 

  this issue is about warranty but not that it wasn't under warranty but that the repair was turned down by ******* tech support for pre-approval to do the repair. after going out to ************************ home and getting power back to his home, i submiited a warranty pre-aaproval claim to ******* to repair the unit. They did not approve the repair saying that they believed the damage was due to  the coil overheating due to the handle being inseted into the mechanism and the door being closed with it inserted therefore when power did come back on the handle would catch on the door and jam, therefore not transferring back to utility causing the coils to overheat and melt down. i attempted several times to get them to approve it. They would not. 

  I text ******************** and said without ******* paying me the repair would be over $1,000.00. he would have to pay me and fight with ******* to get his money back. we have been put in the middle of this type of situation many times and ended up eating the cost. 

  Customer Answer

  Date: 12/05/2023

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: ********
  
  I am rejecting this response because:  The warranty was a full warranty.  When ******* was contacted by ****** *****,  ******* said that a warranty was never purchased.  I paid $662.01 for a full 7 year warranty.  What is the truth.  ******* tells us there is no warranty and *****'s say they won't cover the warranty.  Also why did it take 5 weeks for *****'s to give me a reply.  I called his cell phone and office 2-3 times each week and could not get a reply.  I purchased the generator because my wife is disabled and power is needed at all times.  I paid for a full warranty for this reason and do not understand why this issue is not covered.  ****** ***** says that they think there was a loose connection but it is only a guess.
  
  Regards,
  
  *************************