Complaints

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• Initial Complaint

  Date:04/29/2025

  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.

  My Generac generator automatic transfer panel has failed for the second time. The first was covered under warranty as the second failure should have been. They are saying my warranty is five years not the seven years that were included when I purchased the generator. Even so the generator should have been covered, because it was within the five year period.Secondly, I have been told by Select Power I need them to change oil and service the unit for the warranty to be valid. ******* advertises a free seven year warranty. I did a service using all parts furnished by Generac that cost under $60.00 and took me a half hour to do. They charge almost $400.00 for their service and insisted I use them for the warranty to stay effective. So I did use them. After they repaired the generator ATP, I received a bill for their work that should have been covered by the Warranty. I sent them a letter requesting a credit on the amount of this bill and a warrant of seven years that should have been included. They have been non responsive for over a month.

  Business Response

  Date: 05/12/2025

  Hello BBB Team,

  This client is confused and does not seem to understand the difference between a "Manufacturer Warranty" and a "Maintenance Contract". We, Select Power, are the Certified Dealer for Generac Power Systems. We do not manufacture the generators, nor determine what is covered under a Manufacturer Warranty Agreement.  We install, maintain and repair the generators.

  First, this client claims he has a Generac 7-year warranty, but he actually never registered his generator's warranty promo with Generac Headquarters. This means that his generator has a "standard" 5-year warranty. Generac warranty details have been attached with the links to the documents, they can also be downloaded straight from the Generac website.

  Regardless of this client's warranty status, his Automatic Transfer Switch was hit by a lightning or power surge, and the ************ transfer coils and wiring harness were burnt. This does NOT fall under Generac warranty coverage! It clearly states that in the warranty agreement, again please read the Generac warranty details attached. We did call Generac to double check and they turned down the claim.

  We, Select Power, sent a Certified Technician to this client's home twice. Once to diagnose the issues, then a return trip to actually perform the repairs once we received the parts. He has NOT paid his repair invoice and owes Select Power $307.40 when we went above and beyond by not charging him for the replacement of the *********** and transfer coils, and just charged him for two visit and the wiring harness. We have photos and technician's notes to prove everything. 

  The fact that this client argues the cost of Select Power annual maintenance contract is absolutely irrelevant, he his not obligated to hire us to perform that service, and we are not obligated to service him. He can hire any Certified Dealer and will soon realize he will have to pay a lot more money than we what charge. I personally called this client twice and left voicemails. 

  At this point, we are not expecting this client to pay us for the repairs, and have marked him as **************** in our CRM system and hope not to hear from him ever again. As an independent business, we chose and refuse to do business with rude, obnoxious and toxic people who will pollute our lives. 

  If you need more details, please call the office at ************, but I hope we won't have to spend more time with this nonsense.

  Thank you.

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

   

   

  Customer Answer

  Date: 05/14/2025

   
  Complaint: 23263129
  
  I am rejecting this response because: There was no lightning on the day the generator failed! There was no surge as the only electrical device that failed was the generator. There were no electrical breakers tripped, nothing else was damaged including my internet router, a sophisticated CCTV system, or any of the five TV sets in the house. If there was a surge, which did not happen, other electrical devices would also have been damaged. They also told me I was required to use their oil change service to maintain the warranty. This is a mendacious statement, as well as the aspersions he included with his response. Since he says he never spoke to me on the phone. I wanted to be on record in writing and have copied you on my correspondence, it appears the truth is upsetting to him. This is the second time the transfer board failed and burned. I was never informed about contacting the manufacturer to extend the warranty to seven years and when I contacted Generac they told me to speak to the contractor and he never replied to my inquiry. I am asking for a credit on his invoice not a pass due bill not being collected. I also want the two years of warranty they are cheating me out of.

   

  
  Sincerely,
  
  ****** ****