ComplaintsforDewildt Marine & Powersports

• Initial Complaint

  06/09/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I purchased a ***** generator for my business from them which was $$6500 including a $400 extended warranty from them. After 7 days of use (less than 150 hours) it stopped working. I took it to the dealer yesterday August 18th 2022 and they kept it for the afternoon and said they "cleared a code" saying it needed a new inverter and said it should be fine now. The following day, after 1 hour of use it shuts off again. I then take it back down to the dealer and wait I wanted a refund or to exchange it for another one they had on the floor. After sitting there for 3 hours with Conrad waiting for him to get a call back from ***** ****** I finally asked him if he was going to refund me in full today or exchange it for a new one and he said "NO". I asked him what their return policy was and he said "we don't have one, that is what your warranty is for" ? To repair it it is going to need a new inverter which will take 3 months to get here! I called ***** ****** and they said they can't help me either and I would need to wait for their "mediation team" to get back to be in 7 days. ** ** ******* ************ *** ****** ***** **** ***** ****** *** ******* ***** **** *** **** ***** * ***** ************ ****** ** ***** * ******** *** **** *** ***** ****** ***** ********* **** ****** ** ******* ** *********** For the record, I left the generator there and ** *** ****** to go buy another one so I can continue to operate my business. Yesterday August 31st 2022, I received a call from ***** ****** telling me that the part was in and I had to take the vehicle to the dealer for them to install is and see if it resolved the problem . I told them that I do not want a repaired unit. I simply want a refund for the product as it is clearly defective. I have now been without the use of the generator to operate my business and earn a living for 14 days; Please issue me a refund in full for the product.

  Business response

  06/09/2022

  We have requested that the customer bring us his mobile grooming van so that we may test as to what is overloading the generator and setting a code of invertor overload. The generator was purchased in March and *** ****** has stated that it has only been used for 7 days which would mean that is was running for 20 hours a day. Is this correct?
  We have tested the generator on our ***** generator test equipment simulating a full load and cannot make the unit fail. We have expressed to *** ****** that a possible cause for the generator overloading is from whatever the generaator is being used to power and we have requested that *** ****** bring in the van that the generator is being used to power so that we can assess.
  The request was made to *** ****** over a week ago but he has refused to allow us us test the generator under the conditions that he states it is failing.
  We would also like to know why the exhaust was modified on the unit.
  The customer has warranty provision that allows for repair at no cost to the customer if there is a defect or failure due to manufacturing. At this point is not determined that the unit is at fault.
  DeWildt Canada will assist in any way possible to achieve a satisfactory outcome.
  Our request is that *** ****** allos us to evaluate the unit in the environment that he states it is failing so that we may resolve the issue.
  
  

  Customer response

  07/09/2022

  (The consumer indicated he/she DID NOT accept the response from the business.)
  The salesman at the dealership , Conrad G., is fully aware of the entire situation. ******** ** ** ** ****** ****** he can validate the situation.
  Yes the generator was bought in March but the business did not become operational until August. The unit has an hour meter on it so you are aware of the hours used.
  As you stated , it is a brand new unit and this should not happen.
  Your mechanic that looked at it said it was a faulty inverter in the unit and required replacement that cost $1900 and would need to be ordered and take 2 months to get here. Now magically you have the part and are unsure if it needs to be replaced?
  ** **** ****** ** *** * **** ** **** **** *** ************* **** ***** *** ** **** *** ** ****** **** ** ** **** 
  Also as I stated, if we bring the grooming bus to you, we will be unable to work and earn an income while you figure out what is wrong with a brand new unit. *** *** ******* ** ********** ** *** **** ** **** It has been in your possession for 3 weeks now.
  I continue to request a refund in full for the faulty unit.
  Either ***** ****** or Dewildt Canada needs to stand behind their product and do the right thing.

  Business response

  09/09/2022

  As discussed on Wednesday with **** * *** ** *** ******** ********, a maximum of 90 minutes is required for us to perform a test on the generator replicating the same conditions that you are using it in. **** did indicate that he would try to bring the grooming van to us over the next week or so.
  We look forward to coming to a resolution at that time. 
  

  Customer response

  18/09/2022

  
  Complaint: ********
  
  I am rejecting this response because: as preciously stated multiple times, I do not want a brand new unit that has already needed to be repaired  I want a refund in full or a brand new replacement unit at a minimum. You have had our generator in your shop for a month now.
  ** *** ******** ** *** ***** ****** **** ******* *** ***** ** ** ****** *** ** ****** ***** ****** ******* ******* ****** *** ***** ********* **** **** ** ********* ******* ********* ** ******** *** **** ** *** *** *** **** *** **** *** ***  

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

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