ComplaintsforFirman Power Equipment, Inc

• Initial Complaint

  04/09/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Bought generator March 23 used it for approximately 6 hours and could not get it to start again. Notified the company and they had me take it a hour and a half to their service center. Four months later I was *********** was ready. Brought it home in February, power went out last week it started and ran for several hours shut it off to refuel and it has not started since. Contact made with company and they tell me to take it to the service center and have them do a diagnostic check and I will pay for it and if they think it is my fault I will pay for the repair. At this point the generator has only ran 3 times for less than 30 hours. I want a refund or replacement.

  Business response

  04/11/2024

  We have contacted the customer and will be replacing his generator under warranty.

  Customer response

  04/11/2024

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
  
  Regards,
  
  ***********************
  
   
  

• Initial Complaint

  09/11/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  On 8/7/23, I purchased a refurbished **** watt inverter on the Firman Power Equipment website. tested the inverter on 9/9/23 to make sure it powered my electric pressure washer. Went through all the steps (gas, oil, battery connection), the inverter had a surging idle that lasted about 20seconds and the engine would die. The first tech (*****) sent me a PDF on how to reset the **** He stated that I would have to take it to one of their authorized dealers and if they could not fix it, then we would take the next steps. That did not solve the issue, so I call and spoke with another tech ****** and I put my phone on speaker so that she could hear the sound it was making and she confirmed it was surging and recommended the same authorized dealers as *****. I leave in Southeast Georgia and the closest authorized dealer is ***** Island ** which is 2 1/2 hours one way. And I would have to leave it and return if it can be repaired, that is ******************************************** *** not be fixable. The policy on the Firman Power Equipment website clearly states "We can not accept returns on generators unless the item is broken or defective." Both ***** and ****** reiterated several different times during each conversation that Firman does accept returns and my only solution was to trouble shoot over the phone or take the inverter to the closest authorized dealer. That is clearly a dishonest statement by both ***** and ******. Not to mention that I now have 2 different case numbers for the same issue, case #***** and *****.

  Business response

  09/12/2023

  After reviewing the details in this case, we have decided to replace the customers generator under warranty.

  Customer response

  09/12/2023

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
  
  Regards,
  
  ***********************
  
   
  

• Initial Complaint

  05/23/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  First off I have several firman products and typically have a had a good experience. I ordered a new Firman generator order # *****. It was damaged ******* shipping. I immediately called firman and brought this to their attention. As I required the generator right away I offered to keep it if we could find a resolution and provide a discount for me keeping a brand new unit with Frame damage, scratches and bent main frame on outer shell. I was informed they cant give me a discount but was offered a free cover and extension cable. To me I still feel I should receive a discount on the unit. It would cost more for ** to ship this back and send a replacement then a discount.

  Business response

  05/25/2023

  We have reviewed the customers warranty claim. We can see from the pictures provided that the unit arrived with minor cosmetic damage. We have sent a cord and cover to the customer. In addition we will provide a $ 50 rebate on his account. Your friends at Firman

  Customer response

  05/25/2023

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
  
  Regards,
  
  *****************
  
   
  

• Initial Complaint

  03/22/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I purchased a firman **** dual fuel inverter generator in 03/12/22 and took it to the lake and it would not run on propane, i ran it about 50 hours on gas .i reported this to firman the next tuesday and an exchange was made may 11/22. i have used the new one 75 hours per month since then.on feb 24/2023 I was at the camper and started the generator around 530pm it ran great for 6 hours then stopped i checked it out and found the ecm and main ecm plug were burnt . I started a claim with firman the next week and sent them everything they asked for.I use it to provide under **** *****.I change the oil at the end of each fishing trip around 75 hours and check the air cleaner and spark plug.they said they would look into it .Case # ***** Created. I sent a email on 3/21/23 asking- Good morning ******* do you have an update as to where we are on this claim and when I will be taking the inverter in for repair? I received an email the next morning -Good morning ****, Unfortunately, with the information you indicated, your unit is being used as off-gird which voids your warranty, and regular maintenance was not performed as stated in the manual. If you can refer to page 27 under recommendations The generator's warranty does not cover items that have been subjected to operator abuse or negligence Some adjustments will need to be made periodically to properly maintain your generator. All service and adjustments should be made at least once each season. Follow the requirements in the maintenance schedule chart above. As well as page 39 units used for prime power in place of existing utility power where utility is present or in place of utility power where utility power service does not normally exist.With your situation, looks like you would need a new ECM, and depending on how burnt the female end connection is that might need to get replaced, with the warranty being voided you are responsible for any labor and part cost.Thank you,

  Business response

  03/23/2023

  We have reviewed the customers case and will be replacing his generator see attached order SOFIR00265931 / SRFIR00015956  RMA for processing generator.

  Customer response

  03/24/2023

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
  
  Regards,
  
  *********************
  
   
  

• Initial Complaint

  02/27/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I purchased a *****w dual fuel generator and the engine blew apart in under 2 years. Firman warranty is supposed to be 3 years. I failed to register the warranty according to their fine print and sent a picture of the model and serial tag which has a date of manufacture of 10/2020 which is under 3 years. The failure of the main component of this generator in under 3 years and the lack of suppport from the company Firman is why I am filing this complaint. I want others to be aware of the support they can expect when their generator fails.

  Business response

  02/28/2023

  Firman will be more than happy to provide a repalcment generator with a valid proof of purchase.  We have also offered ********************* a 30% doscount off our WEB site for a new generator. case # *****

  Customer response

  03/01/2023

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
  
  Regards,
  
  *******************************
  
   
  

• Initial Complaint

  01/18/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  On Sept 4, 2020 I bought 3 Firman generators here in PR from Firman Dealer and *************** On Dec 3, 2020 I filed a claim because it was idling up and down and would shut off so I took it to the same place I bought it from since they are a Firman service center. They found the problem, did all the adjustments and returned my unit within a month. On April 9th, ***************************************************************************************************************************************** Oct I returned and took the generator to a closer ****** service center on Oct 10, 2022. Keep in mind that my generator had less than 100hrs and the first recommended oil change per Firman was done. In Nov 2022 the service/repair facility determined that the cylinder head valve dropped and caused damage to the cylinder head, piston and piston sleeve. I've been in contact with a ****** Rep this whole time. Come to find out that Firman won't deliver an engine to PR to replace mine but they will deliver the generator portion and any other parts needed. So pictures of the damage was sent to Firman so they can decide on replacing the entire unit or reimbursing me. Today I received an email from the rep along with the email that was sent by his supervisor. It stated that upon review they determined that I neglected proper maintenence because of all the carbon build up and they would not replace or reimburse me. Me being a mechanic for over *********************************************** drops, it will start leaking oil into the cylinder thus burning it and producing the carbon that they see in the pictures and if it drops completely, it will damage all parts that are in the picture. From day Firman was already stating that they do not ship motors and were very negative. Again, my unit had less than 100hrs, recommended oil change at 25hrs was done. This excuse that they are giving me about the neglected maintenance is unexceptable. Either replace my unit or reimburse me.

  Business response

  01/27/2023

  HI, we have reviewed this case and have decided to send a replacement.  The customer is out of his warranty due to general maintenance, but we will send a remanufactured P03612 unit as a replacement. The replacement is shipping on 1/27/2023 on SOFIR00257594 was processed to ship via **** tracking number 1Z6064X10308585747

  Customer response

  01/28/2023

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
  

  
  Regards,
  
  *************************
  
   

  
  

• Initial Complaint

  08/06/2022

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I bought brand new Firman Generator W01781 and registered for warranty immediately. I confirmed with Firman that warranty was valid. - However after using it for only ***** hours, generator stopped working. It wouldn't start. Based on information provided I went through all trouble shooting such as fresh gas in gas tank, proper oil level and I checked air filter to see if it was clogged up but found nothing. - I emailed support and tried to find out problem to see if they could help but I got 1 email back after 3 days with basic questions such as are you using fresh gas? I emailed back yet no response back. Email was from *****. - I called numberous times as well and 3 days ago when I called, I was promised by support that new parts would be sent immediately and I do not need to do anything and follow up email would come giving all the information. I received no email and today I called and spoke to ***** and he said there is no record or anything in the system for my parts being shipped out. I also reached out to Firman on social media and they would have someone immediately contact me but I received no call or email. I bought this generator for my business need and now I am having to rent a generator to run small appliances. All I am asking for Firman to provide another unit as I cannot trust if changing part will fix the problem as I had bad experience with support and do not wish to go through again. I simply would like a replacement unit and they can take this one back to diagnose asap.

  Business response

  08/09/2022

  We have reviewed the warranty claim and will be providing the customer a replacement generator under warranty.

  Customer response

  08/11/2022

  I will accept replacement generator, only if they will provide one. As promised I have been trying to follow up but no luck no generator has been sent. I received phone call on Monday that it would be shipped out no later than Wednesday, however still waiting on Thursday to get answers.

  Business response

  08/11/2022

  Hi Gurvaneet,

  Your order for the replacement W01781 and return label was created to day: RA:SRFIR00010878
  SO:SOFIR00220562.

   

   

• Initial Complaint

  07/20/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On July 25, 2021, I purchased a Firman Tri Fuel Portable Generator, 7500W Running / 9400W **** ***** LP, NG) NEW,for US $1,077.58 stating it was under a 3 year factory warranty. (order #************) sold on **** ITEM PRICE: US $1,077.58te..ORDER DATE Jul 25, 2021 ORDER NUMBER ************-2162261041006 SOLD BY englishlabrador In December 2021, Firman agreed to repair the generator when there was a problem with the valve. Now in July the generator valve broke and dropped again. Now they are refusing to fix stating the warranty doesn't transfer from one buyer to another, I would like them to fix my generator correctly this time. I have numerous email from them if you need to read them, send me and email directly to the case manage handling this complaint and I will forward.

  Business response

  07/20/2022

  HI ******,

  Please send me your proof of purchase from an authorized retailer and I can validate your warranty. Once confirmed we can send you to an authorized Firman repair center. On Remanufactured units you have a 90-day warranty. On all new generators you have 3-year 1st year parts and labor then 2,3 years parts only.

• Initial Complaint

  05/05/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a Firman Generator from a certified retailer on 11/20/2021. I purchased the generator for emergency power outages, which happened to me the first time in early January. I filled the generator with gas, followed all the instructions, and the thing never stayed running for more than 5 seconds. I used to diagnose cars, so I tried all the tricks in the book. I tried manually adjusting the throttle while it was running, adjusting the choke to different positions, and no matter what I did the thing would die after 5 minutes. I called the company and they had me run a quick diagnosis and determined that the generator needed replacement parts. I told them I would just like a replacement generator. They basically told me the shipping costs are too high to do that and I'd have to drive 5 hours to the nearest service center in the nearest city to get it looked at. And then have to drive back and pick it up hoping that there wouldn't be further issues with the machine. I told the service rep I would gladly cover shipping costs and half the cost of the replacement generator to gaurantee I have a functioning product that could power my full home in the event of an outage. They have refused to refund me or work with me in any way. Originally the sales rep told me they would schedule freight to come pick up the old generator and deliver me a new one. The service rep then spoke to his supervisor after I sent them a video of the generator shutting off on its own, and they decided to retract their original offer since they know what part is faulty. The place I purchased the generator from refused to refund me because on my receipt it clearly stated all Firman returns must be handled through Firman themselves. I tried that and had no luck with a replacement. I spent $1200 on this and it's absolutely useless. The company has terrible service and I feel has really violated my consumer rights and sold me a lemon refusing to return or refund the product.

  Business response

  05/10/2022

  We have contacted the customer and made a decision to replace the generator under warranty. The generator will be replaced under RMA# SRFIR00009244
  SO# SOFIR00197949

• Initial Complaint

  03/30/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  We purchased a Firman power equipment generator in June of 2020. We used it for camping for the summer of 2021. It shutoff with a horrible noise at the end of summer 2021. We kept oil in generator at all times that it was running. We changes oil after 25 hours of use for the first time. We then changed oil between ****** hrs of use. We checked and cleaned all filters regularly. Spark plug was checked and changed. Valves were adjusted. We contacted firman about what happened. They told us to clean combustion chamber. It was cleaned again even though it was also done with out regular maintenance. This did not solve problem. They then ask us to remove valve cover and take a video of us cranking the generator. We removed the valve cover and the valves were in pieces. We were then instructed to look at pistons and take a picture. There was a hole. We sent the pics. They then wanted us to send the hour meter. We did. I got in touch with them again because we had not heard anything. They stared back with instructions on how to clean combustion chamber. I them received an email this AM that stated unless I can get a mechanic to give me a receipt of the maintenance and work completed they were not replacing the generator. We did the maintenance ourselves. We feel like we have been gives a run around and that firman does not stand behind there warranty.

  Business response

  03/31/2022

  Hi We are replacing the customers generator under warranty. see below sales order for the replacement.

  SO# SOFIR00192505
  RA# SRFIR00008621
  

  Customer response

  04/04/2022

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
  
  Regards,
  
  *************************
  
   
  

*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. ↩