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:08/02/2025

  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.

  Generac/Canter: I purchased a 14kw Generac generator with a 10-year warranty in November of 2017, and to the best of my knowledge I've had no issues with it until mid 2023, (I've always kept up with the yearly maintenance on it) (however) I started experiencing issues with the generator starting up and shutting down 2 or 3 times before completing its weekly run cycle. After several calls to Canter, a technician came out during a yearly maintenance and discovered a small oil leak which I was told to keep an eye on. Still having issues and several calls were made once again the technician came and claimed that the issue of the generator starting up and shutting down was due to the generator not getting enough gas. they recommended work to be done on the gas line to resolve the issue. They charged me $801.00 to replace the external regulator and change existing pipes. (This was not the problem). Also, the other issue I am having is a STOPPED-ALARM Error Code 1603. And after calling twice, a technician finally came out to look at it, I've heard nothing from them, no emails, no calls and I'm still having this same issues. The power went out on July ******* and the generator did not turn on! I had to call the 24-hour Generac Emergency number and left a voice mail, No one returned my call! An hour later, still without power, I called again, and the technician finally called me back, and again claimed it was due to my generator not getting enough gas (after I've already paid $801.00 to correct this problem! The gas is Not the issue! It's the Generator itself! I paid a lot of money for this Generator to insure I had power during power outages! I live in ******* and Hurricane season is here! This has been an ongoing issue, and I want this resolved Now! Seeing how I spent $801.00 for a new gas line I feel that I should get a refund for this due to the fact that this wasn't the issue. I am very frustrated!!!!

  Customer Answer

  Date: 08/18/2025

  I have not heard from the business in response to my complaint.

  
  

  

  Business Response

  Date: 08/25/2025

  Dear Ms. **************************** you for bringing your concerns to our attention. First and foremost, we want to sincerely apologize for the frustration and distress this ongoing generator issue has causedespecially given the importance of backup power during Floridas hurricane season. We fully understand how vital your generator is, and we regret any inconvenience or stress youve experienced as a result of the recent service delays and unresolved performance concerns.
  
  
  
  Timeline of Service and Diagnosis
  July 2023Present: You first reported startup interruptions and shutdown cycles. Our records indicate that our team responded with multiple service visits throughout the past year to investigate and address the issue.
  
  
  
  January 2024: A technician noted a minor oil leak during your scheduled maintenance visit and advised continued monitoring.
  Subsequent Visit (2024): Our technician identified inconsistent gas pressure readings and recommended updates to the external gas line, including a new regulator. These changes were completed at a cost of $801.00. At that time, the generator appeared to stabilize in its performance.
  
  
  
  August 6, 2025: Another technician (***) was dispatched in response to a reported error code. His diagnostic notes confirmed proper stepper motor voltage (11.912.1 DCV), corrected a slightly loose connector, and confirmed gas pressure was within normal limits. After adjustments, the generator successfully ran three test cycles without error.
  
  
  
  August 22, 2025: You contacted our office and spoke with our team. Your case was escalated.
  
  
  
  August 25, 2025: Technician Jessiewho has been fully briefed on the unit's historyis scheduled to visit your home this week for a final, comprehensive assessment.
  
  
  
  Next Steps
  ****** will perform a full diagnostic of your generator and assess whether any internal components are contributing to the recurring issues. If we determine that the prior gas line work was not a contributing factor to the underlying problem, we will absolutely consider a refund of the $801.00, in line with our customer satisfaction policies.
  
  
  
  We understand how disheartening this has been, and we are committed to restoring your confidence in your generatorand in us. Please know that your warranty remains active, and we will not close this ticket until a working, reliable solution is in place.
  
  
  
  Point of Contact
  You may contact our Service Team directly at **************************************** or by phone at ************ for direct updates or questions about your next service visit.
  Thank you again for your patience and for giving us the opportunity to resolve this matter properly.
  
  
  
  Sincerely,
  The Canter Power *************start="3138" data-end="3141">****************************************
  ************

  Customer Answer

  Date: 08/26/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and I accept it.

   

  After 3 weeks of calling to complain, they finally came out today to look it over.  They were here for approximately 30 minutes.  I hope  the problem has been resolved and corrected .

  This is getting to be a hassle.  

• Initial Complaint

  Date:07/02/2025

  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.

  Four years ago we purchased a Generac generator and an in-ground 500 gallon propane tank to power our house in the event of a power outage. For medical reasons we can not be without power. ****** has been dealing with ** for over 35 years. We have learned that he needs electrical power to function in daily life. He needs electrical power for our running well water, for air conditioning and heat, and for charging his motorized scooter, as well as other required uses. Without these basic necessities, he will be faced with a potentially life threatening situation. Each week a trial run of the actual generator is conducted and the generator comes on during this ten minute test run without fail. Our life threatening issue is that when the generator comes on, the Cantor system, which is supposed to transfer the generator power to an operating system in the house. This has proven to be unreliable on numerous occasions. We have been in contact with Canter Power Systems to proactively address this problem. They have been unable to provide a fool proof transfer of power for the generator to our home. This is a life threatening situation they are unable or unwilling to resolve.

  Customer Answer

  Date: 07/16/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and I accept it.

  The business canter power to reach out to us to send a repair person soon after we complained to BBB.

  Unfortunately, at that point we had already shot the help of another electrical company due to our need to have the generator fixed immediately. We will not work with Canter power anymore.

• Initial Complaint

  Date:06/17/2025

  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.

  In July 2023, we purchased a whole-home generator from Canter Power Systems for nearly $14,000. The purchase included a written and advertised 10-year warranty and service agreement. Key terms included:Years 12: Full parts and labor (excluding battery), all maintenance per Generac guidelines, remote monitoring and weekly exercise included at no cost.Years 310: Same coverage, with a $34.95/year pass-through fee for remote monitoring. Paying this fee would trigger an extension of full coverage through year 10.Remote monitoring was stated as a condition for the full 10-year maintenance and warranty *********** May 2025, we were contacted to schedule our annual maintenance. When we did, we were told it would cost $329 for the visit and $99.99 for remote monitoringa direct contradiction of the terms we were promised and given in writing.We contacted Canter Power Systems on 5/22/25 and were asked to forward documentation. We sent photographs of the warranty to *. ***** and *. ******. No response. We followed up multiple times:5/30/25 no follow-up.6/6/25 told *. ***** was in a meeting; no callback.6/17/25 we overheard *. ***** laughing and claiming the email was never received. We were told *. ****** no longer worked there. We resent the email/photos while on the call. They said someone would call us back and then hung up on us.We are now being charged unexpected fees and are being ignored or dismissed. Nowhere in our agreement were these fees disclosed. The lack of professionalism and failure to honor a written warranty is unacceptable.

  

  Business Response

  Date: 06/24/2025

  Dear Mr. *********************** you for taking the time to speak with me this afternoon and for your patience as we reviewed your concerns.
  Canter Power Systems will fully honor the terms outlined in your original "Us vs. Them" promotional warranty. Specifically:
  
  
  For both 2024 and 2025, you will incur no maintenance costs, with the sole exception of battery replacement if needed.
  
  
  Your 2025 annual maintenance, including a valve adjustment based on your units run hours, has already been scheduled and is expected to be completed by the end of the third week in July.
  
  
  Beginning July 2026, your ongoing coverage will include:
  Remote monitoring
  
  
  A comprehensive 31-point annual maintenance and certification
  
  
  All Generac-specified maintenance
  
  
  This coverage will be billed at $34.99/month or $419/year, and will continue through the end of your 10-year Canter Power Systems warranty period. Battery replacement is not included in this fee.
  
  
  We have locked in this rate for you to ensure predictable, transparent pricing through Year 10.
  
  
  Additionally, weve updated your customer profile in our CRM to reflect these terms. While our billing system may still occasionally generate incorrect automated invoices, you can simply contact us by phone or email, and we will make the necessary corrections promptly.
  
  
  We also want to acknowledge and sincerely apologize for the confusion, missed follow-ups, and unprofessional interactions you experienced when trying to resolve this matter. That is not the standard we strive to uphold, and we appreciate you bringing it to our attention so we can continue improving.
  
  
  If you have any questions or need further assistance, please dont hesitate to reach out to me directly. Im happy to help.
  
  
  Sincerely,
  ******* ******, Canter Power 
  
  
  Maintenance and Service Department Manager

  Customer Answer

  Date: 06/25/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and I accept it.

• Initial Complaint

  Date:06/16/2025

  Type:Order 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 was contacted by Canter rep ****** ***** October 22, 2024, about a quote for a Generac Generator. She emailed a quote, and same date emailed me a contract. No one ever came and did a site inspection as they advised they would. On November 13, 2024, **** ******* emailed and called me that I live in a flood zone and would not be able to install unless I had flood insurance. I advised her I had lived here all my life, and it doesn't flood here. I advised her to forget it. They then they charged my ********** card for the Generator $13,695.08 and 10% cancelation fee of $1,369.00. I had called and disputed the charges on the next bill. I advised them I felt Canter is a fraud due to these actions. The removed everything and then the $1,369.00 was added back. I also went to ********** for assistance too (Manager *****) and she advised Canter refuses to refund the $1,369.00 that it was outside of the cancelation period. We have been disputing this since November 2024.

  

  Business Response

  Date: 06/26/2025

  Dear BBB,
  
  I will see to the refund of this customers cancellation fee.
  I will personally address this with our finance team tomorrow

  Sincerely
  **** *******

  Canter Power Systems
  Cell ************

  email: *************************************************************

  Customer Answer

  Date: 07/02/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and I accept it.

• Initial Complaint

  Date:05/12/2025

  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.

  On April 25, 2025 I called Canter's 800 number to schedule a year maintenance call on our generator. The man I spoke to said I had to give them a credit card number so it could be on file. He did not say he would be charging me for a one year maintenance contract in the amount of $329. When I received an receipt for payment in my email, I immediately called back and told them the man misrepresented himself and the company and I wanted a full refund. I was told a refund would be received in 7 to 10 days. It has been 17 days and I have not been credited on my credit card account. I called this morning and again requested a refund. I was told they would "look into it" and send me an email in 30 minutes. Two hours later and still nothing. I will be filing a dispute with my credit card company but I want Canter to also issue a full refund.

  

  Business Response

  Date: 05/15/2025

  Dear BBB,
  
  Customer is correct.
  But, his refund was processed on 5/12 @ 1:11 PM ET
  Conf ID: ******
  See attached.
  
  We apologize for any misunderstandings and wish Mr. ******* the very best.

  **** *******
  Director of Marketing
  Canter Power Systems
  

  Customer Answer

  Date: 05/15/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and I accept it.

• Initial Complaint

  Date:05/02/2025

  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.

  Customer ********************** is the WORSE. I had major issues with the install of my generator 2 years ago. Now I paid for my yearly maintenance in FEBRUARY for an April maintenance and it was NEVER done. The company doesnt give me a response after SEVERAL PHONE CALLS A DAY. THEY ARE TOTALLY INCOMPETENT. There is no one to talk to to resolve the issue. ****** in maintenance gives me the same answer which is I will get back to you and she never does. It is May. I will NEVER RECOMMEND THIS COMPANY.

  

  Business Response

  Date: 05/08/2025

  Dear Ms. ************** you for allowing us to respond to this complaint.

   

  
  First and foremost, we sincerely apologize for the frustration this customer has experienced. We fully recognize how important timely service is particularly when it comes to generator maintenance and we regret that this process has not been as smooth as it should have been.

   

  
  For clarity, here is the current status and background:

   

  The customer prepaid for annual maintenance earlier this year and was scheduled for their April maintenance service.
  Unfortunately, the appointment was rained out on May 2, preventing us from safely performing the service at that time.
  
  

  
  The appointment was immediately rescheduled and is in progress as of today, May 8. Our technician is currently on the property completing the maintenance.
  
  
  
  We regret that our communication around this delay did not meet expectations. We are working internally to ensure our team is more responsive and proactive in situations like this moving forward.
  
  
  
  Additionally, we kindly request that the reference to one of our employees by name be removed from the public record of this complaint.
  While we are fully prepared to take responsibility for the companys performance, this is not an appropriate venue for individual personnel to be singled out.
  
  
  We are confident that this maintenance visit will resolve the current service issue, and we will follow up with the customer to ensure everything is completed to their satisfaction.
  
  
  
  Sincerely,
  **** *******
  Director of ******************start="1928" data-end="1931"> Canter Power Systems

• Initial Complaint

  Date:03/31/2025

  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 am reporting a persistent problem with Canter Power Systems regarding my standby generator. We purchased our generator from ********** a few years back, and Canter Power Systems installed it. We purchased an on-going warranty and service plan with Canter Systems at that time. The service contract requires that we get annual maintenance inspections through Canter each year, and we have purchased this. Shortly after our last annual inspection, on 23 Sep 2024, I reported that our generator was leaking oil and, therefore, was out of service. After several attempts to get a response from Canter, I did get a response about this issue on 7 October 2024 informing me that a technician would be out to repair the generator. The technician (*** *******) came out to repair our generator on the day before Hurricane ****** was expected to hit our area. After the generator ran for about a day and a half during the power outage caused by Hurricane ******, it stopped working again with Error 1100 - Overcrank. I informed Canter immediately, but our generator was not repaired (solenoid problem) until 4 November 2024. Now, on Thursday, 27 March 2025, I noticed the generator is once again giving an Error 1100 - Overcrank error. I emailed Canter Power Systems about the issue on Friday morning, 28 March 2025. I had not received a response by Monday afternoon, 31 March 2025, so I called them. After being on an extended hold for nearly 30 minutes, I was informed that I needed to contact my gas company before Canter would send a technician out to check my generator despite the fact that it is giving the same error as occurred in October 2024 when I was told that it was a solenoid issue on the generator. I am requesting that a competent technician be dispatched to repair our generator.

  

  Business Response

  Date: 04/01/2025

  Dear Ms. **** and BBB,
  
  
  
  Thank you for allowing us the opportunity to respond to the complaint submitted by Mr. ***** ******.
  
  
  
  First and foremost, we sincerely apologize for the ongoing issues Mr. ****** has experienced with his generator, especially during critical weather-related power outages. We understand how frustrating it can be to deal with repeated service interruptions and the need for clear, timely communication.
  
  
  To provide context:
  
  
  
  Mr. ******* most recent annual maintenance was completed on October 11, 2024, at which time our technician replaced a faulty oil pressure switch.
  
  
  
  When Mr. ****** reported a generator failure during Hurricane ******, our technician returned the very next day (a Saturday) to assess the issue. The cause was identified as a solenoid plunger issue, which required ordering a part. This repair was completed promptly on November 4, 2024 once the part arrived.
  
  
  
  On March 28, 2025, Mr. ****** reported a new recurrence of the Error 1100 Overcrank issue. Our team responded the following business day, and he was advised (per protocol for repeat overcrank errors) to check with his gas company to rule out external fuel supply issues. We also requested photos of the gas setup and regulator, which Mr. ****** provided.
  
  
  
  After reviewing the materials, we scheduled technician *** Dalberg to visit again on April 1. In the meantime, Mr. ****** discovered that a loose battery terminal was contributing to the problem. Once tightened, the generator restartedbut the Battery Problem warning persisted.
  
  
  
  Our technician still proceeded with the scheduled visit to perform a full diagnostic check, ensure all systems were functioning properly, and explain that warning messages may take up to 18 hours to clear even after battery replacement or reset.
  
  
  
  We are grateful for Mr. ******* patience and his proactive efforts in troubleshooting. While we recognize that this has been a stressful series of events, we believe the current issue has now been fully diagnosed and resolved.We remain committed to supporting Mr. ****** going forward and ensuring his generator performs as expected during critical moments.
  
  
  Sincerely,
  
  
  
  The Canter Power Aftercare Team

  Customer Answer

  Date: 04/02/2025

   I am rejecting this response because: I agree that it seems that we have resolved the issues with my generator. However, there are misstatements in the response from Canter that should be cleared up before closing this case. 

  1. As stated, the annual maintenance was completed this past fall. However, the faulty oil pressure was not detected or repaired at that time. A few days after this service was performed, I noticed that there was oil visible all around the generator motor and dripping to the floor of the cabinet. I called Canter at that time to inform them of the issue and that my generator was essentially out of service. I called and emailed them several times with no response. As Hurricane ****** was approaching, I reached out to them again. The technician from Canter came out to repair my generator on the day before Hurricane ****** was scheduled to arrive in our area. The response and customer ********************** that I received in this instance was very poor, and was quite disappointing as it made an already stressful time even more so. Moreover, during that time, I would be on hold trying to reach Canter after care customer ********************** for up to an hour, bit when I called and selected the option for the ***************** my phone call was answered within 2 minutes. Additionally, the sales team was unable to connect me to anyone in the ********************* to assist me.

  2. The Canter response seems to indicate that someone from the company reached out to respond to my March 28, 2025 email on the following business day. This is not accurate. After, I did not receive a response to my email, I called Canter on Monday, 31 March 2025. I was on hold for 30 minutes before I was able to reach someone to discuss my generator problem.  Once again, as experienced in the fall, very poor customer ********************** when trying to report a generator problem.

  The consistent poor customer ********************** prompted this current report. As mentioned previously, it seems that my generator is working properly now. I sincerely hope that Canter will dedicate themselves to improving their service to existing customers going forward.

  Sincerely, 

  ***** ******

   
  
  

  
  

• Initial Complaint

  Date:03/18/2025

  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 purchased an 18kwh whole home generator in September but it is still not connected. At first it was taking too long for an installer to come from ******* so Canter agreed I could find a local Generac installer (which I did) but then Canter threatened to cancel my warranty and monitoring on a brand new unit. That's half the value. But here sits my 85-year-old mother, with an inoperable generator sitting out back and no protection against power outages.

  

  Business Response

  Date: 04/01/2025

  Dear Ms. **************** style="box-sizing: inherit;">Thank you for the opportunity to respond to the complaint submitted by Mr. ****** *****.
  
  
  We sincerely apologize for the frustration Mr. ***** has experienced throughout his generator installation process. We understand how important this project was to him and his familyespecially with his elderly mother in the homeand regret that we were unable to complete the installation to his expectations.
  
  
  Due to challenges with scheduling and distance from our installation teams, we initially offered flexibility to allow Mr. ***** to use a local Generac-certified installer. However, in doing so, we were required to clarify that using an outside installer would affect Canter Powers ability to honor our monitoring and service warranties, as those services depend on our own certified installations and documentation standards.
  
  
  Recognizing the impact of that change, Mr. ***** requested a full refund.
  
  
  We agreed without hesitation and processed the full refund to his original form of payment.
  
  
  Our team is also working to close out the Synchrony financing account associated with this contract and has attempted to reach Mr. ***** for the necessary account information.
  
  
  At this point, we consider the matter resolved and the contract fully canceled.
  
  
  If Mr. ***** has any additional questions or concerns, we welcome him to reach out to us directly.
  
  
  Again, we regret the inconvenience and thank him for considering Canter Power Systems.
  
  
  Sincerely,
  The Canter Power Team

• Initial Complaint

  Date:03/17/2025

  Type:Customer Service 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.

  Paid for Canter to monitor and service my Generac I purchased a couple of years ago through them. Twice I've lost power and had to manually go out and start the generator. Last night I called the number on their app due to a power outage and the generator not turning on, A Generac customer ********************** *** walked me through getting it started. He says it is not being monitored and has tried to start several times. It is giving an error code. I've been trying to reach ANYONE at Canter through email and their listed phone numbers all day. Zero response. WHAT AM I PAYING YOU FOR!?? Absolutely terrible customer ********************** after the sale. Buyer beware.

  

  Business Response

  Date: 04/01/2025

  Dear Mr. ******************* role="presentation" style="box-sizing: inherit; color: rgba(0, 0, 0, 0); white-space: pre; cursor: text; transform-origin: 0px 0px; position: absolute; font-family: *****-****, *****-Fractions, appleLogo, sans-serif; font-size: 15px; font-variant-ligatures: common-ligatures; text-align: center;">Thank you for taking the time to bring this matter to our attention. We deeply apologize for the
  frustration youve experienced and understand the importance of having reliable service for your
  Generac generator, especially during a power outage.
  
  
  After reviewing your complaint, we would like to provide some context regarding the situation:
  
  
  1. Remote Monitoring:
  
  Upon further investigation, we discovered that your generator was
  not enrolled in our remote monitoring service at the time of the incident.
  
  This is why the monitoring system did not function as expected. We regret any confusion regarding this
  and are committed to ensuring your generator receives the appropriate service moving
  forward. Remote monitoring isa available for an annual fee of $99.00. Weve sent you
  the invoice for this service if you would like to re-enroll.
  
  
  2. Communication Efforts: We have made several attempts to reach you, including phone
  calls, leaving voicemails, and sending emails. Unfortunately, we are not able to
  consistently connect with you. We genuinely want to resolve this matter and are still
  available to assist in any way we can. Please provide the best possible way to contact
  you.
  
  
  3. Service Offer: In an effort to resolve the situation, we offered to work directly with a
  local service provider to have your generator serviced. We are still open to coordinating
  this service, should you choose to move forward with it.
  
  
  We understand your frustration and are committed to ensuring that your generator receives the
  proper attention it requires. Please reach out directly to ****** ****, your dedicated customer
  advocate, at ******************** or ****************************************** ****** can
  discuss the next steps, arrange service, and ensure your system is serviced and properly enrolled
  in our monitoring service.
  
  
  Again, we apologize for the inconvenience this has caused. We look forward to your response
  and the opportunity to resolve this matter.
  
  ******* ******
  Canter Power Systems
  Director of Aftercare
  Office: *********************
  E-mail: ************************************************************
  
  
  

  Customer Answer

  Date: 04/01/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and I accept it.

• Initial Complaint

  Date:03/07/2025

  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.

  In October 2024 we purchased a Generac Generator from Canter Systems. It was 3 steps in the process, and Electrical install portion was one of them. We have had several storms, and even freezes that has happened since then. However, on March 4th, there was clear weather with a gust of wind. Wires were down in our yard so we called Centerpoint immediately upon noticing. Centerpoint determined it was not their wires down. We were advised to call ATT, and we called the same night. ATT came over right away, and determined that it was not their wires, and that it was whoever installed our Generator. The guy from *** said that whoever installed the electrical portion of the Generator did a terrible job, and that we have **** ***** down so we were put in a dangerous situation. I immediately reached out to our former sales agent at Canter Systems to find out who they had install the Electrical portion of the Generator project. We received an email from The ****** company who was responsible for our electrical portion Generator install. ****** from the ****** Company emailed my husband March 5th, 2025 saying someone will contact my husband on March 6, 2025 regarding the issue. Someone by the name of ***** called my husband to schedule an appointment to assess the situation. They told us over the phone, and in person that they have had to replace several of their previous customers meter boxes, and poles that they installed this past week. March ****** The ****** Company came over, and explained that a Generator dependent wired pole was down in our yard that they installed, and decided to charge us ******* to replace the meter box that the pole was connected to, and to reinforce the pole that hung from the box. Being that the pole was not secured properly in the first place we need to be refunded for this. It seems as if they are half doing jobs, and trying to take advantage of senior citizens like ourselves in the process.

  

  Business Response

  Date: 03/14/2025

  Dear Ms. ************** you for forwarding Mr. ******** complaint. We appreciate the opportunity to address his concerns and clarify the situation.

   

  
  After reviewing the case with our installation partner, The ****** Company, we have confirmed the following details:

   

  
  1. The riser was installed as part of the project and properly secured.

   

  
  2. Extreme weather conditions, including ******************************************************** the area, including Mr. ******** riser.

   

  
  3. The ****** Company promptly responded to assess and repair the damage on March 7, 2025. During the visit, the technician spoke with Mr. ******** wife, who agreed that the damage was not due to faulty installation.

   

  
  4. The repair was completed at no additional cost to the customer.

   

  
  5. We understand how frustrating delays and unexpected issues can be, and we sincerely apologize for any inconvenience or stress this situation has caused Mr. ******* and his family. However, given that the damage was caused by extreme weatheran event beyond our controlwe are unable to issue a refund for the requested amount.
  

   

  Our commitment remains to providing quality service and standing behind our workmanship. We appreciate Mr. ******** patience as we worked to resolve this, and we hope that he is satisfied with the completed repairs.

   

  
  Please let us know if further clarification is needed.

   

  
  Sincerely,
  **** *******
  Canter Power Systems

  Customer Answer

  Date: 03/14/2025

   I am rejecting this response because:
  
  The information that Canter provided is inaccurate. Canter said that we were not charged by The ****** Company to reattach a pole, and wires that was not reinforced correctly the first time they installed it, and that was not true. When  The ****** Company arrived at our home   on March 7, 2025 they looked at the pole, and casing it was attached to, and charged us ******** to be exact to fix. I enclosed proof of payment with this rejection letter. Also, on March 4th 2025, when the pole fell, a quick ****** search clearly states that it was ***** mph winds on that day, not 75 mph winds. We are seeking a refund of ********. 

  

  Business Response

  Date: 03/18/2025

  Dear Ms. *********
  I found a typo in my earlier response to this complaint. Apparently, the ******** did indeed pay $1200 to the ****** Company to repair the utility riser. My original response incorrectly stated they did not pay anything to ******. The revised response is below:

  ------------------------------------------
  Thank you for forwarding Mr. ******** complaint. We appreciate the opportunity to address his concerns and clarify the situation.

  After reviewing the case with our installation partner, The ****** Company, we have confirmed the following details:

  • The riser was installed as part of the project and properly secured. ************
  • Extreme weather conditions, including 75 mph winds, caused damage to multiple installations in the area, including Mr. ******** riser. ************
  • The ****** Company promptly responded to assess and repair the damage on March 7, 2025. During the visit, the technician spoke with Mr. ******** wife, who agreed that the damage was not due to faulty installation. ************
  • The repair was completed a cost to the customer of $1200. ************

  We understand how frustrating delays and unexpected issues can be, and we sincerely apologize for any inconvenience or stress this situation has caused Mr. ******* and his family. However, given that the damage was caused by extreme weatheran event beyond our controlwe are unable to issue a refund for the requested amount.

  Our commitment remains to providing quality service and standing behind our workmanship. We appreciate Mr. ******** patience as we worked to resolve this, and we hope that he is satisfied with the completed repairs.

  Please let us know if further clarification is needed.

  Sincerely,
  **** *******
  Canter Power Systems