ComplaintsforTropical Generator LLC

• Initial Complaint

  10/24/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Unresolved

  More info

  Tropical Generator installed a new generator at my home in early 21. Then they disappeared like a **** of dust. NEVER activated my 10 year warranty. NEVER ran the annual service plan that I purchased with air filters and oil changes. The unit was NOT installed correctly, the display board is fried because it was too high, the wiring was incorrect, high and low voltage together. I'm actually really lucky my house didn't burn down from way the idiot did this install. ***************************** I'm going to haunt your a** if you start another business. All alone with no generator during ***.

  Business response

  10/24/2022

  ******,

  Thank you for your message. This is ***********************, owner.  I was not aware of your issue until today. Your system appears to have been completed in April 2021.  Unfortunately, in October 2021 three of our managers were discovered to be operating a second generator company out of our location in ***************.  ***************************, *****************************, and ******************* were operating the second company and soliciting business on behalf of that company without my knowledge.  In October 2021, I discovered this and everyone involved was terminated.  I do not know specific details of your project, and I am going off of what limited records the previous managers left on this project.  If you are contacted by anyone from "Generators by Design", that is the group started by my managers without my knowledge.

  The photos I have seem to indicate a pretty good project, with an aluminum generator stand to elevate the generator off the ground level (protect from storm surge).  How high did the water get? The Kohler 20RCA is a nice generator and was tested upon installation.  I see the remote monitoring system has been reprogrammed by another dealer who apparently changed the password since we can no longer access it.  When did this occur and can you remember when any visits may have been made? We have experienced the former managers having independently contacted many of our customers and provided service or service contracts without our knowledge.  

  Regarding a warranty, you should have the full Kohler warranty on this system.  If there is a problem with the 10 year extended warranty, please let me know the unit serial number as I do not have a record of this. Let me know also what company is telling you there is a problem.  I would like to discuss it with them.

  Thank you,

  *********************;

  Tropical Generator 

  Customer response

  10/24/2022

   
  Complaint: 18299302
  
  I am rejecting this response because:  The activation code was never given to me, nothing was ever done on the $600+ annual service plan I purchased, nor was the warranty ever activated or paid to Kohler, according to *************   I'm using the company below, who have activated the warranty for 5 years, from the paperwork I've received, rather than the 10 year warranty I purchased.  The unit turned on every Monday and ran for two hours, so I had faith that it would turn on when the power went out.  It did not.  The unit did not get water, that part was good.  What WAS wrong, was the battery was cracked, the panel inside was set too high so it fried and has to be replaced, the oil was black and air filters had never been replaced. The low and high voltage wires were grouped together in the unit itself, and the internet and phone were wired into one unit in the garage, rather than two separate...I don't know how this thing A) ever passed inspection and B) didn't burn my house down.  I've had to pay them over $199+ for a service call and I don't know what it will cost to repair the message panel and get this thing running again after I paid over $15,000 for this service.  I would like my money back for the warranty $675 and the warranty $1064.   I feel bad for you but worse for me and your other customers.  Empowered's information is below if you can be of help.

  
  *********************************
  Office Manager
  
  Electrical Contractor
  1045 *************************, Suite 9
  ******, ** 34110
  Office: **************
  ***********************************************
  www.EmpoweredGlobalinc.com
  
  Sincerely,
  
  ***********************

• Initial Complaint

  12/29/2021

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Purchased a generator and was installed approximately 6 months ago. 3 weeks ago there was a power outage and the generator stopped working (no water, no power to half of the house...). I have called and left messages everyday. I was able to reach Lana once. She stated she would, "call if we can find someone to come out." We have not heard back since and have continued to call and leave messages.

  Business response

  01/31/2022

  Business Response /* (1000, 5, 2022/01/11) */ Mr. *****, thank you for your comments. Unfortunately the 3 managers of our Fort Myers location were terminated for misconduct including secretly operating another generator company without our knowledge. This has led to being significantly shorthanded at this location. To make things right, we have partnered with another highly respected local generator company to fulfill service and maintenance. Please send an additional email to ***************************** and we will make sure it gets to the right place. We apologize for the inconvenience.

*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. ↩