Complaints

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:11/27/2023

  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 bought a brand new generator 2 years ago. I took it back a month later because it never worked right. They sent me home with it and said I had a switch wrong. (I did not, I think they thought because of my gender that I wouldnt know any better) . I brought it back again and it has been sitting there since March. They dont call me, I have to call them. They continually say they keep getting the wrong parts. But really, the generator is so new, they dont even make parts for it yet. This is a **** dollar that never worked. They plan on billing me for their wasted time and I had to go buy a new one in the meantime. They said theres nothing they can do because ***** hasnt authorized them to replace it but they sold me a broken generator. The generator is still at their shop. I am not rich, I cant afford this. They do not listen to me, I feel as though I threw all that money out the window. Please help.

  Business Response

  Date: 11/28/2023

  Was this complain filed a few weeks ago?  As of today, this situation has been resolved and because a few weeks ago, **** posted a ****** review basically stating the same message as herein contained.  We are in a difficult position as ***** really let us down and because our communication efforts were, at times, unsuccessful.  There is no question the time to repair her ***** Generator was unacceptably long but throughout the time her generator was here, we thought we were maintaining communication with her regarding our trials and tribulations in securing the correct repair parts from  ***** (which apparently were messages that were not always getting to her). 

  Regardless, the day the post was made was the day the piece needed for her ***** Generator finally came in. We spoke with her that day to reiterate that nothing transpiring with ***** was impacted by the post or that the fact she is female would ever come into play as to her level of customer service.  More importantly, we called as the generator was being worked on and that we were in hopes that the correct part had finally come in.  **** has remained very pleasant toward us and she and ***** (Service Manager) had a lengthy and good conversation about the delays and frustrations we were experiencing with *****.  At that time, we shared how that post (and now this complaint) does not reflect poorly upon ***** but reflects poorly on us in a situation that was very much out of our control.

  **** had brought her generator to us in March as it was not running properly or producing the proper electrical output.   after diagnosing the problem, ***** sent us a replacement warranty wiring harness. This harness was not for the serial number series as submitted so ***** spent a considerable amount of time doing further research and a second, and then (more time doing research) A THIRD wiring harness had to be sent to us before ***** was able to provide us with the necessary parts to fix her generator.  again, this third wiring harness arrived virtually on the day she had become fed up enough to make the ****** post and, perhaps, file with you folks.

  The frustrating part of all of this is, again, ****** and Better Business complaints reflect poorly on us while it was ***** who kept dropping the ball and providing incorrect parts.  Their claim was that this was produced during COVID and components were substituted as needed.  our answer was demand a replacement generator as this was not our fault or of our doing but that ******************* was the one to suffer in a situation out of her and our control.  

  When asked, ***** immediately and absolutely refused to assist us against the cost of the generator so as to provide **** with a new one as this was solely and exclusively within the domain of warranty.  **** will not get any bill for the repairs as the work clearly falls under warranty rules and regulations, but ***** made clear that giving her a new unit would have been solely our decision and at our cost.  ***** put Union Farm in a very difficult situation as we sold the unit in good faith and were doing everything we could to repair the unit and get it back to her as quickly as possible.

  As of today, 11/28/2023, the unit has been repaired, has been succesfully tested for output and performance, and has been returned to **** at her home.  Delivery will not be recompensed by ***** as it is not included in the scope of warranty work but given the time the unit was here, we took it upon ourselves to bring it to her.

  Customer Answer

  Date: 11/28/2023

  
  
  Better Business Bureau:
  
  I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #********. 
  thank you for answering. I am happy that it will be covered by warranty, when originally I was paying for the repairs. The remark about being female is because the first time I brought it back, I was told that it was fine and wasnt working because it was on 120 instead of 240. Im smarter than that, we have successfully lived off grid for 15+ years and decided to retire our original ***** and buy new. I perform all the maintenance myself. I am able to do so because *** spent my whole life on the water and working on many engines.

  I have never done anything like this, I will say after submitting the review, I was finally called. And now **** the generator is fixed and its covered.

  Im not sure of who the men were that I have spoken with on the phone but I do remember *****, and he is great. He is your friendly folk. I spoke with him and arranged delivery for later today or tomorrow. 
  
  
  Regards,
  
  *******************