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:01/06/2025

  Type:Product 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.

  Effective Friday, November 15, 2024, I verbally cancelled our quote (6006) with the Generator Supercenter due to their violation of our verbal agreement with Michael G***** for installation within six (6) to eight (8) weeks of his visit on Friday, October 18, 2024. I was very clear with Michael that I was only signing the quote because of Michael’s stated date range for the installation. Our signed quote on October 20, 2024, gave me three (3) business days to cancel the transaction without penalty or obligation. On Friday, November 1, 2024, I was contacted by Kayla from the Greenville location to agree to an April 9, 2024, installation date, well outside of Michael’s stated dates. If I had been given the installation date within the three (3) days of signing, I would have cancelled immediately. No satisfactory solution has been offered by your company, so I request this quote cancelled and a full refund of the $1,500 deposit I gave you on October 18, 2024. They did try to offer 1/7/25 as another installation date days after the call to schedule the 4/9/25, but we had already agreed with another company ******* ********* *or an 11/20/24 installation. They are fusing to refund ANY of our $1,500 deposit stating that WE broke the agreement on the quote. Both my wife and I also remember that Michael G***** also told us that even if we broke the quote agreement, we would be liable for 10% of our deposit or $150. We were also satisfied that if something would change to cancel our agreement, we were OK with it costing us $150. Even after we cancelled the agreement, Michael stated on multiple calls that he felt that he could get us ALL our deposit because he agreed they he was also given information that wasn't timely for him to be making sales based on a 6-to-8-week installation.

  Business Response

  Date: 12/26/2024

  This Complaint was placed on the wrong Business. Complaint Placed against Generator Supercenter of Houston but belongs on Generator Supercenter of Greenville SC. Please move complaint to correct business for resolution. 

  Business Response

  Date: 01/06/2025

  The customer was out of the 3 day right to cancel that they signed. The signed paperwork clearly states you can cancel without any penalty or obligation within 3 business days
  from the date originally signed. Our company did offer the customer a different day for their install. They didn't like that date and already purchased from another company before we could look at different options on getting them installed earlier. 

  Customer Answer

  Date: 01/16/2025

  Generator Superstore of Greenville:   In response to your reply to my complaint with the Better Business Bureau, please consider the following points.

  I did sign the contract that explained the 3-day window for cancelling.  I signed based on the date range promised by your salesman.  Unfortunately, the installation date is not included in the contract.  If the date that you gave for installation was on the contract, I would not have signed it.

  In talking with representatives at your company prior to cancelling the order, not one person denied that I was misled, yet I am the only one paying for the mistake.  In fact, they gave reasons for it, including the high volume of business you were experiencing since the hurricane and the fact that the salesman was from out of town.  I had nothing to do with these issues.  While the contract is your legal protection, I hope that you will do the right thing and take some responsibility for this error.

  I gave you a chance to rectify this situation.  I was offered only one date earlier, 1/7/25, than the scheduled 4/9/25 date. This only came a few days after I informed you that the 4/9/25 date was unacceptable.  This date, however, was still far from our original promised date range.  I wanted a generator installed in a timely manner and felt that I had to move on to a company who could do that. Your salesman also felt confident during conversations that we had that I should be able to exit the contract without full penalty. This was stated on more than one phone call.

  Since there were mistakes made on both sides of this sale, I propose that we split the responsibility and the penalty.   I am asking for 50% of my deposit back. 

  I appreciate your consideration.

  
  

  Thank you..........*** *****