Complaints

This profile includes complaints for Power Equipment Direct, Inc.'s headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Power Equipment Direct, Inc.

  751 Lakefront Cmns Newport News, VA 23606-3322

  
• 

  Power Equipment Direct, Inc.

  969 Vererans Pkwy C Bolingbrook, IL 60490

  

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:04/16/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore 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.

  I purchased my Reznor heater from AC Wholesalers. I requested lift gate services. The company they chose to deliver my heater indicated they day of delivery twice and never showed up. When I contacted AC Wholesalers to complain, the next day the heater was left at the end of my driveway in a snowbank. It took me a while to get my HVAC contractor back to install it, and when they did they found it had been damaged. The external case was pretty banged up and dented. It was also missing a louver and some springs. I contacted AC Wholesalers asking for a portion of my money back and replacement of the missing parts and they indicated: "With this being well outside of 30-days past delivery of your items, it is outside of our timeframe past delivery to assist, and cannot offer parts or compensation. If replacement parts are needed for what's dented and missing, you may work with your installer to see if they may be able to procure replacement parts from the manufacturer. " I contacted Reznor directly and they said usually these things would be handled by whomever I purchased the heater through, but in this case they'll be sending me the replacement parts.

  Business Response

  Date: 04/18/2025

  Hello,
  Weve looked into your order and the condition of your unit. A damaged parts case has been opened, and we are currently sourcing the necessary replacement parts.

  At the moment, were waiting on an update from the manufacturer regarding availability and shipping timelines. As soon as we receive that information, well send you updates on the parts order to the email address associated with your order.

  Thanks

  Customer Answer

  Date: 04/23/2025

   
  Complaint: 23211704
  
  I am rejecting this response because:  While I do appreciate their intention to send replacement parts, I think too many things were damaged.  In contacting Reznor directly they recommend replacing the unit.
  
  Sincerely,
  
  ***** ******

  Business Response

  Date: 04/23/2025

  Good Morning,
  We have been in contact with the manufacturer, and they have advised that the unit will need to be replaced due to safety concerns related to the damage. We are currently setting up a replacement order, and you will receive a confirmation email shortly with the new order number.
  We do have this item in stock, and the replacement unit is expected to ship within the next 24 hours. You may go ahead and scrap the damaged unit currently in your possession.
  Please be sure to thoroughly inspect the replacement unit upon arrival and notify us of any issues within 48 hours of receipt.
  Let us know if you have any questions.
  Thank you!

  Customer Answer

  Date: 05/01/2025

   
  Better Business Bureau:
  
  After receiving my complaint through BBB, AC Wholesalers sent me a new unit.  This is what I hoped for and is a good resolution to my issues.  Thank you.
  
  Sincerely,
  
  ***** ******

• Initial Complaint

  Date:04/14/2025

  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.

  My daughter ordered the wrong hot water heater. When it arrived it was taken to *** to ship back. It was never opened or taken out of box. When it was received at the warehouse they claim it was damaged in shipping. They refuse to refund my money. It could have been damaged when it was shipped to me. It could have been damaged by the guys in the warehouse for all I know. Pics have been downloaded that I received from AC Wholesalers but they wouldn't send me pictures of the box that the hot water heater was in. If it was damaged pics would have been taken. I never received them. I think the company is trying to get out of refunding me. When reviewing the emails not the dates the emails were sent. I want to be refunded $1142 plus the $218 I had to pay to ship it back.The warehouse address it was shipped back to is ************************************** ************

  Business Response

  Date: 04/17/2025

  Good Afternoon,

  We have completed our investigation regarding the refund request associated with your recent return. According to our records, the item was returned to us via *** under tracking number 1Z884VE24271664847, and it was delivered on February 28, 2025. The item was checked into our ******************* on March 12, 2025.

  Upon inspection, our team determined that the item was damaged and is not in a condition that allows for resale. Therefore, we are unable to issue a refund for this return.
  As outlined in our Return Policy and return instructions,customers are advised to:

  Thoroughly inspect items upon delivery to ensure there is no damage.
  Consider purchasing shipping insurance when returning items.
  Retain the return tracking number as proof of shipment.

  In your correspondence, you indicated that the item was not inspected upon delivery. Since the item was damaged during return transit, and per our policy that PED is not responsible for lost or damaged shipments,we must refer you to *** to file a damage claim to potentially recover the cost.
  By initiating a return, you acknowledged and agreed to the terms and conditions outlined in our return instructions and policy.

  We will not be issuing refund back to the original payment method. 

• Initial Complaint

  Date:03/05/2025

  Type:Delivery 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.

  Order Date: 05/28/24 Amount of money paid to business: $7,698.00 The business committed to provide a working machine, machine has stopped working.I have purchased two machines from this business totaling in $7,698.00 and both machines have stopped working causing me to put my business on hold to find a solution. I have contacted both the manufacture (generac) of the machine and the seller electric generator direct) of the machine and both will not help with finding solutions due to the fact that the period for returns of refund has passed. I am now dealing with nearly $8k worth of machines from this company that do not work and am currently spending $1,050 to fix the first machine that does not work. I have tried to call and find a solution to this issue but they continue to tell me that i need to get it serviced and go forward with repairs through the warranty department which could take up to 10 weeks. The business has not done anything to resolve this issue.

  Business Response

  Date: 03/06/2025

  Good afternoon,
  
  Thank you for your response and for providing the details of the dispute. I understand the situation now with the timelines and warranty coverage for the various orders.
  
  Just to clarify:
  
  EGD3337830 (purchased 12/20/2022) is out of warranty and any issues would need to be handled through a certified Generac repair center.
  
  EGD3785310 (purchased 5/21/2024) was damaged upon delivery and replaced with EGD3788039 (replacement sent on 5/28/2024), which had a manufacturer defect, leading to the $450.00 credit issued.
  
  Unit on order EGD3788039 has a 3-year warranty with Generac, which is still valid. If there are issues with that unit, You can reach out to Generac for clarification on what is covered under the warranty and proceed with repairs as needed. Generac number ************.
  
  Thank you 

• Initial Complaint

  Date:01/31/2025

  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.

  My HVAC takes a filter that is a different size than most at 19.5"x20"x1" or 19.5"x20"x5".Their title of product: Clean Comfort 19.5" X 20" X 1" - Permanent Washable Filter I ordered the ************ (19.5"x20"x1") filter from this place and received in a sketchy box and the filter is absolutely not what I ordered with a mesh inside that could duplicate as a bad spider web. HVAC filters are supposed to catch dander, dust, mold and the like, so that it is not disbursed throughout your home. This "filter" would be eaten up by my HVAC. It says "Made in ******" and has no other markings, except for a bar code that reads "************". You cannot wash this "filter". I will be attaching all photos of the "filter", box it came in and all ******************** ordered a ************ filter. This filter on their website, as well as, any other website, has a blue or gray mesh, either honeycombed or much thicker than what I received. You certainly cannot see through them. That's what I ordered. There were one's for sale at $25. I ordered this one because it was more money (get what you pay for). Purchased filter on 1/10/2025 4:17PM CST.I reached out to them and they ran me in circles talking about their unnamed manufacturer needs to respond. They allegedly never did. After I threatened to have BBB involved and tell all my social subscribers, I have not heard from them. Ghosted.Packing slip has this information on it, as follows:MOTIL I ***** INTER**MPANY ACCT*,*************************************** Phone #************ ******, ** *****

  Business Response

  Date: 01/31/2025

  Good Morning, 

  Thank you for your message. It does look like this situation was investigated with us and the manufacture and we determined that it was a mis-shipped product that was then credited back in full $77.87 to your ****** account as of 1/30/2025.If you have any further questions, please do not hesitate to reach out. 

  Thanks! 

• Initial Complaint

  Date:12/19/2024

  Type:Delivery 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.

  I ordered a ****** septic pump for my basement bathroom. I was told that it would take 2-5 days . It has taken 8 days to move 6 hours to my house. I was told I could not pick up the part it had to be shipped. It has been sitting on a fed ex truck for 3 days 20 minutes from my house and I have no toilet or shower. I was told when calling that there is only one customer service ****** *******. She has no supervisor and is the only one who can handle my call. I asked multiple times for an escalation specialist or her manager/ she said there is no one. This is a consumer problem if jasmine is the only one working. 

  Business Response

  Date: 01/06/2025

  Good Afternoon,
  Thank you for your message. We wanted to confirm that the item you purchased does take 3-5 business days to ship from the factory as it is factory-direct. After shipment, ***** typically requires 3-5 business days for delivery.
  We are happy to report that your order, placed on 12/11/2024, was shipped earlier than expected on 12/12/2024. ***** successfully delivered your item on 12/19/2024, which is within the 3-5 business day window for delivery.

  Thank you. 

• Initial Complaint

  Date:11/15/2024

  Type:Product Issues
  Status:

  ResolvedMore 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.

  Power Equipment Direct fails to honor its return policy

  Business Response

  Date: 12/12/2024

  We have investigated the information that was sent in.

  From our findings, we see that an e-mail was sent to you on 11/18/2024 advising that we were issuing you a full refund back to the original payment method. That was issued and credit back on 11/19/2024 total of $1316.76 on card ending in 2379. 

  Customer Answer

  Date: 12/12/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ******* *****

• Initial Complaint

  Date:10/13/2024

  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.

  In August 12 2024 purchased a new Generac GP ***** EFI . I live in ******* and now during hurricane ****** I used it and it works like a champ for three days. At the third day it stopped running and I cant get it to work again. Customer support said to call a local dealer. Local dealers do not respond after hours calls. Three days used between 12 to 14 hours total and now it doesnt work. BAD BAD PRODUCT, dont buy GENERAC, THEY HAVE BAD TECH SUPPORT, LOW QUALITY. **

  Business Response

  Date: 10/15/2024

  Good Morning,
  What can cause your unit to shut down and not start back up is the Low Oil Shut down feature. Check the oil and/or change the oil in the unit and try starting the unit back up again. It is a safety feature so that the engine does not fail. In your manual there are instructions on how to check this, please see page 16. If that does not work, your unit does have a 3 year Generac supported warranty and you also purchased the extended 2 year extended repair warranty.
  Here are 3 local service centers that are Generac Certified:
  Henriquez Electric Corp
  4101 W Linebaugh Ave
  Tampa, IL 33624
  813-829-0037
  
  Allens Electric & Appliance
  6641 US Highway 301 South
  Riverview, FL 33569
  813-677-3830
  
  Air Hydraulic Electric Service
  7300 58th St N
  Pinellas Park, FL 33781
  
  If you can not reach anyone on those lines, you can reach out to Generac Directly at 888-436-3722.
  
  Thanks You. 

  Customer Answer

  Date: 10/15/2024

   
  
  Complaint: 22417445
  
  
  
  I am rejecting this response because:

  
  
  I did call all three dealers provided by the seller previously and none of the numbers responded or returned my calls. Also called Generac support number provided by the seller and their response was to contact a local dealer which I did and still waiting for response. This is extremely disrespectful for the people that sacrifice taking a loan to purchase a product that lasted three days. This is a brand new product that came with two quarts of oil which I put in the engine before first starting and it worked perfectly fine for three days, checked brand new oil and it is full. Oil safety features is not the issue. Since all responses are vague, seller and manufacturer are not taking any responsibility, I want refund or replacement, this unit is definitely not working properly.
  
  Sincerely,
  
  
  
  Jose Marcano

  Business Response

  Date: 10/16/2024

  It looks like you’re in a challenging situation after
  Hurricane Milton. Since the suggested dealers may be impacted, it’s wise to
  reach out to those in the wider area. They might be able to help troubleshoot
  your unit over the phone or provide service if they’re operational. Getting it
  looked at by a professional is essential to determine what went wrong.  Here are some other Dealers they maybe able to
  assist:

  Mac Daddy Sales & Service Co Inc.
  6630 Land O Lakes BLVD
  Land O Lakes FL 34638
  813-406-7796
  
  Bowling Green Small Engine
  4702 US HWY 17N
  Bowling Green, FL 33834
  863-375-4056
  
  It’s good to know that your item is covered under the
  Generac warranty. If they determine that it’s defective, you’ll be able to
  either get it fixed or replaced. Be sure to have any necessary documentation
  ready when you contact them or the service center. 

  Customer Answer

  Date: 10/17/2024

   
  
  Complaint: 22417445
  
  
  
  I am rejecting this response because:

  seller needs to review my order to understand that the product I purchased is a whole house generator which it is considered portable. Authorized dealers suggested by the seller are over 25 miles away and DO NOT offer service calls on premises. My generator is 420 pounds which makes it really difficult to transport. Generac needs to make sure on premises service is available for this product.

  
  
  
  Sincerely,
  
  
  
  Jose Marcano

• Initial Complaint

  Date:09/20/2024

  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.

  I bought ************ *****dfc duel fuel generator which is gasoline and propen by mistake I need it tri fuel generator I called PED twice all they says past 30days nothing they can do about it they will not return it for me this generator never been used still in box never put any gasoline in generator I am willing to spend extra money to buy tri fuel.

  Business Response

  Date: 09/23/2024

  After investigating your case, we found that you purchased your item from Electric Generators Direct on April 16, 2024. The item was ordered and shipped the same day, and we have confirmation that it was signed for upon delivery on April *******. (please see the attached receipt and photo).
  As per our return policy, we can only accept returns for unopened products within 30 days of delivery. Our records indicate we did not receive any communication from you until September 3, 2024, regarding your order. At that point, we could no longer accept the item for return. We recommend considering selling the item locally to recover some costs.
  Regarding your request for the WGEN14500TFC, we anticipate receiving stock from the manufacturer by December, but this is only an estimate.
  If you have any further questions or concerns, please dont hesitate to reach out.

  Customer Answer

  Date: 09/23/2024

   
  Complaint: 22313233
  
  I am rejecting this response because: 

  I was talking ************ since may under 30days return I have ope case since may case number SC274366 if you wish to contact them ask about my case all I got was transfer to transfer to transfer called them for past 4 month about my case I also called Midwest equipment spoke to jammy for past 4month also ************ ask her about my case also no one told me I had to call PED  for answer.  I just want to trade this to trifuel so I can use it for my natural gas line that I spend 700 to have some one to install. This is worse past 4 month I had about this generator 
  
  Sincerely,
  
  ****** *****

  Business Response

  Date: 09/24/2024

  Dear ****** *****, 

  We have reached out to the manufacturer ************ with the information that was provided.

  ************ advised that while speaking to you on multiple occasions,that you could not return the generator directly back to them nor would they be able to process any kind of upgrade. They also advised that you were directed back to Electric Generators Direct for point of purchase several times.

  This purchase was not made through ************, at this point there is nothing further ************ can do to assist at this time.

  We can no longer accept the item for return. We recommend selling the item locally to recover some costs.

  Customer Answer

  Date: 09/24/2024

   
  Complaint: 22313233
  
  I am rejecting this response because:
  
  Sincerely,
  
  ****** *****

• Initial Complaint

  Date:08/15/2024

  Type:Delivery 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.

  I ordered a Liberty Pumps Pro370/380 Series Access ************* (ARC18) 8/11/24 at 2:45PM. My plumber told me it was the wrong part and to cancel the order but ((there is no way on Sump Pumps Direct website to cancel an order just placed)) so I emailed a cancellation notice 8/11/24 at 3:13PM. That generated an auto response indicating they would contact me within 1-2 business days. The next morning on 8/12/24 at ((((9:30am)))) Sump Pumps Direct sent me an email saying they couldn't cancel the order in time because it had already shipped (Case #********). (Order #EA154015). They will only credit $250.65 from an original $285.69 bill. To be honest, I doubt they'll ever credit the amount owed to me unless I drive to their offices and retrieve the credit myself.

  Business Response

  Date: 08/19/2024

  We apologize for the confusion regarding your cancellation and refund. Our refund is: "Unopened Merchandise You may return any "unopened" products and accessories within 30 days of delivery for a full refund. Simply return the item to us, purchasing a label directly through *** or ****** Using a non-approved shipping method will often result in delays and damages that impact our ability to process your refund. Some products include free shipping, so if you return one of these products our actual outbound shipping costs will be deducted from your return refund."

  The email you received showed the price of the product, without taxes which would be calculated at the time of refund, minus the outbound shipping charges. However, as a one time courtesy we will authorize a full refund once the product has been returned to us and deemed in sellable condition. 

• Initial Complaint

  Date:08/02/2024

  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.

  I ordered a ************ Generator from them on Sunday 07/21/24. The unit arrived on Friday 07/26/24 without signature and just deposited on my driveway. Saturday morning when I inspected the box I could already tell major issues due to the box condition. Once I had everything unpacked it was easy to see that this unit was destroyed and crushed on one side. Completely unusable.This unit was clearly the last unit they had in stock as the inventory showed out of stock the next day after my order. Hard for me to believe they didn't know about the issues prior to shipping it to me. I immediately emailed them photos and contacted PED by phone on Monday 07/29/24 (since they aren't open on weekend), asking for a refund and guidance on what to do with the destroyed unit. I've since called two other times and spoken to their support. It is now 08/02/24 and I still don't have any guidance and no ETA on a refund or pickup/disposal of unit.I live in ***** and needed a generator for hurricane season and have since had to purchase another generator elsewhere. I would like my money refunded and guidance on what to do with this destroyed product they sold me. Will never use them again. Terrible post sale service. Should have paid more attention to the online reviews.

  Business Response

  Date: 08/06/2024

  We apologize for the delay in responding. An email was sent to the address on file outlining the instructions for the pickup of the damaged unit and refund.

  Customer Answer

  Date: 08/12/2024

   
  Complaint: 22084249
  
  I am rejecting this response because: I have still not received my refund.  Furthermore, the proposed refund from the company was less than what I paid for the product (didn't include the tax I paid).

  There was language at the bottom of the document that referenced the refund depended on PED inspecting the equipment first.  

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

  Business Response

  Date: 08/15/2024

  Our records indicate your return and refund of $1,132.92, were processed on our end. It may take a few days for your bank to apply the funds back to your account. Thank you for your patience. 

  Customer Answer

  Date: 08/17/2024

   
  Complaint: 22084249
  
  I am rejecting this response because: This is an untrue statement again.  Spoke with my credit card company again tonight and nothing has been issued or is in process from your company.  Unfortunately, I will now start the dispute process with PED and have to use legal means to retrieve my money from them.
  
  Sincerely,
  
  ***************