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:12/10/2024

  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.

  In February, 2024 Canter Power Systems installed an in home 22kw natural gas complete home back-up power generator. I purchased the 5 yr warranty package in addition to the 1 year manufacturer warranty. On October 9th, hurricane ****** made landfall in ******* and at 11:56 pm the generator began to run due to loss of power from utilities. At 4:11 AM the generator stopped due to an alarm and error code 1902 and never returned to service.The next day we were without power and a neighbor assisted with a portable backup power generator and gasoline.We called service and they stated we would be put on a list for technical assistance. On 10/11/24 a tech showed up to our neighborhood to assist multiple homes with Generac system failures. After inspecting ours he said the rotor was bad and would need to be replaced. He also stated he did not know when parts would be available.I emailed and called on 10/24/24 with a response from Canter stating they did not know what was wrong with the system after they logged into my system remotely. I explained what the **** said and they said they would need to forward the issue to a Director of Operations, whom I have never heard from since.I emailed them on 11/10/24 asking for an update and they responded that they cant find anything out about the replacement rotor and a later update stating they are still waiting to hear from Generac about the part.On 11/13/24 i received an email asking for a credit card number as part of a new policy for any needed repairs. I refused since I paid for a complete system warranty. They still did not have an update about the repair or parts at this time.On 11/26/24 I received an email stating they would advise me on the part once a manager gets back to them.On 12/4/24 I sent an email inquiring about the part and repair since all of my neighbors have been serviced including a neighbor three houses away with the same rotor failure. They have not responded to this inquiry.

  

  Business Response

  Date: 12/16/2024

  Dear Better Business Bureau and Mr. ********************* sincerely apologize for the inconvenience and frustration you have experienced regarding your generator repair and the delays in receiving parts. We understand how critical a fully functioning generator is, especially during and after severe weather events like Hurricane ******.
  
  
  Resolution Plan:
  We are pleased to confirm that the required rotor part is now in stock, and we have scheduled your generator repair for Monday, December 23, 2024, with an arrival window between 8:00 AM and 10:00 AM. Our technician will ensure the rotor is replaced and the generator is fully operational during this visit.
  
  
  Clarification on Delays:
  The delay in repairing your generator was due to a backorder of the rotor part from Generac. We regret that this issue impacted your generator's performance during a critical time and understand the frustration caused by the lack of timely updates and communication.
  
  
  No Additional Charges:
  As part of your comprehensive warranty package, there will be no cost for the repair or parts. We have also overridden the policy regarding credit card information for this visit, ensuring there are no barriers to completing the repair.
  
  
  Improved Communication Moving Forward:
  To provide better support, ******* ******, our Aftercare Manager, will be your dedicated point of contact moving forward. Should you have any questions or require further assistance, ******* can be reached at ************. You can also contact our Aftercare Team directly at ******************************************************************.
  
  
  Commitment to Service:
  We deeply regret this experience and the lack of follow-up you encountered. We are taking proactive steps to improve our communication and internal processes to prevent delays like this in the future.
  
  
  Thank you for your patience and for bringing this to our attention. We look forward to resolving this matter and ensuring your generator performs reliably moving forward.
  
  
  Sincerely,
  **** *******
  Director of Marketing
  Canter Power Systems
  ************
  ******************************************************************

  Customer Answer

  Date: 12/18/2024

   I am rejecting this response because: I will accept this response once the repair is completed and my system is fully functional again. 
  
  
  

• Initial Complaint

  Date:12/09/2024

  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.

  The complaint is against Canter Power Systems of *****************************************

  Customer Answer

  Date: 12/09/2024

  My Generac generator has been down since June 26th, 2024 (or early). Canter power was contacted on that date but did not send a technician out until August 8. Late the same day, the generator did not work. Contacted Canter Power again on August 8. The tech showed up on September 26. Found the fuse was blown; replaced the fuse which promptly blow up. The tech stated he needed to get some part (?) and would return the next day. The next day "******" hit, which left me with no backup power. October 2nd the tech showed up, stating that I needed a ROTOR. The rotor was ordered, arriving at Canter Power over a month ago. However, it has not been installed yet. Text msg was sent asking about the installation with no results and no contact from the company. The generator is still down. What can the BBB do to resolve this situation?

  

  Business Response

  Date: 12/16/2024

  Dear Better Business Bureau and Mr. ********************** sincerely apologize for the extended delay in resolving the issues with your generator and the inconvenience this has caused you, especially during such a critical time.
  
  
  We take full responsibility for the delays in installation and for not meeting your expectations for timely service.
  
  
  We can confirm that the required rotor, which arrived at our facility on October 25, 2024, will be installed on December 30, 2024. We have prioritized this service to ensure your generator is fully operational as soon as possible.
  
  
  To demonstrate our commitment to making this right, we would like to offer you a complimentary annual maintenance service for 2025 at no charge. This is a gesture of goodwill for the frustration caused and a reaffirmation of our dedication to reliable service moving forward.
  
  
  Additional Steps to Ensure Resolution:
  Pre-Service Confirmation: Our Aftercare Manager, ******* ****** or Customer Satisfaction leader ****** ******, will personally call you before December 30 to confirm the appointment and ensure all details are in place.
  
  
  Post-Service Follow-Up: After the rotor installation, we will follow up to confirm that your generator is fully operational and to address any lingering questions or concerns.
  
  
  ******* ****** will remain your direct point of contact to ensure the installation is completed without further delay. He can be reached at ************. If you are unable to reach him, please contact ****** ****** at ************ for immediate updates.
  
  
  We appreciate your patience and understanding as we work to restore your generators functionality. Thank you for allowing us the opportunity to resolve this matter and rebuild your trust in Canter Power Systems.
  
  
  Sincerely,
  **** *******
  Director of Marketing
  Canter Power Systems
  ************
  ******************************************************************

• Initial Complaint

  Date:12/04/2024

  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 signed a contract with his company to install a generator at my house worth $16,557. They charged half of the money at the time of signing the contract and the next half upon completion of the work. On October 29, 2024, they sent an electrician to my house who connected the generator but did not install the load management device, which is an important part of the system to delay the start-up of two AC units and Tesla charges if I have a power loss. My concern is that if I have a power loss and the generator kicks in, it will not sustain the load as load management devices are not in place. I have been working with the company to complete the installation, but they give long completion dates stating that the staff is unavailable. I have also purchased the parts that are required out of my pocket so that the work can be completed. They have made a big hole in the sheetrock with exposed wires in my garage, which is a hazard. I have made multiple requests to complete this and written emails to the company management, but they have not been able to complete my installation despite the fact that I have paid the full amount.

  Customer Answer

  Date: 12/15/2024

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

• Initial Complaint

  Date:12/02/2024

  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.

  Around 2 months ago I paid canter power to come out and do a yearly maintenance on my generator ....they require that yearly maintenance to keep the 10 year warranty on the generator ....I still haven't had anyone come out and do the maintenance....this Wednesday will be 3 weeks since I have been calling and leaving messages to have them send out an emergency repair person to fix 2 of their generator boxes that are malfunctioned ....those boxes are not allowing power to the central AC and heat unit that supplies the house....so for 3 weeks now we haven't had no AC or heat....my wife is a stay at home care taker for my mother that is 78 years young suffering from diamentia....I have explained that to canter power and still no response.....what else can I do....? Please help....

  

  Business Response

  Date: 12/04/2024

  Customer Name: ***** ******
  Complaint ***********
  

  
  Dear Better Business Bureau and Mr. ************************ you for bringing your concerns to our attention. We sincerely apologize for the delays and the frustration caused by the issues with your generator and our response time. We deeply regret the inconvenience you and your family experienced during this period, especially given the critical role your generator plays in your household.
  
  
  After reviewing your case, were pleased to confirm that our team repaired the generator on December 3. The issue stemmed from a fuse that wasnt properly seated, which prevented the generator from functioning correctly. This has been resolved, and your generator is now fully operational.
  
  
  To make amends for the delays and the challenges you faced, we are providing you with a free year of maintenance as a gesture of goodwill. We hope this demonstrates our commitment to resolving the matter and rebuilding your trust in Canter Power Systems.
  
  
  We understand the critical importance of maintaining a reliable generator for your household, particularly given the needs of your family. Moving forward, we are taking steps to improve our communication and service timelines to ensure situations like this do not happen again.
  
  
  If you have any further concerns or need additional assistance, please dont hesitate to contact us directly. Your satisfaction is very important to us, and we are committed to ensuring your generator continues to perform reliably.
  
  
  Sincerely,
  **** *******
  Director of Marketing
  Canter Power Systems
  ************

• Initial Complaint

  Date:12/02/2024

  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.

  I paid for the annual generator maintenance on 9/18/2024 and this far it has not been scheduled. I initiated contact via email on 11/3/24 and followed up with phone calls. During this period I reviewed my file and discovered that on 9/19/2023 I had paid for 2 year maintenance plan which would have covered the upcoming service as well so I have overpaid by paying the maintenance cost on 9/18/24 which was done on reflex as I always get the notification about the same time each year. After the stated 45 day service window had passed I called and spoke with a representative who said that she saw the payment and that Id receive an email in a few days about my refund which never came and it been a month now. After some time I did get a response to my 3rd email from ****** ***** who said that they were behind and that I should hear from a scheduler soon and if I dont by the end of November to get back in touch. Furthermore when I sent him a copy of the document showing that I had prepaid for 2 years and was due a refund he called to say that yes Id get a refund and they forgot to include the 10% discount for the multi year payment Later he called or emailed saying that billing couldnt find the payment and needed my bank statement. I informed him that I had a receipt on their letter head and the bottom was printed with their website/customer receipt and the payment ID with a series of numbers and confirmation so I dont see how the burden of proof is with me. I agreed to look however I explained the were renovating now the house is in a shambles and my file only contains the printed receipts from them for the previous services Thus far I have received no response for a refund or when my unit will be serviced and will investigate options for another vendor to service my generator in future given their poor customer ********************** I expect to hear back from the company with a refund for my overpayment and the prompt maintenance service of my generator

  Customer Answer

  Date: 12/02/2024

  Hello Ms ******** I was wondering if I could add the attached photo to my complaint
  As I stated earlier I had paid for a two year service contract on 9/19/23 and not realized this when I paid again on 9/18/24 for the same service which I have yet to be contacted for scheduling the service yet despite calls and emails
  In addition they claim that billing cant find the information and are reneging on the refund for my overpayment
  
  Thank you
  ***** *********

  

  Business Response

  Date: 12/10/2024

  Dear Better Business Bureau and Mr. *************************** you for bringing this matter to our attention, and we sincerely apologize for the confusion and inconvenience you have experienced. We value your long-standing relationship with Canter Power Systems and appreciate the opportunity to clarify and resolve this issue.
  
  
  After a thorough review of our records and the documents provided:
  
  
  We acknowledge that Mr. ********** receipt reflects a payment of $707.36 on 9/19/2023 for a 2-Year Maintenance Plan.
  
  
  Our system, however, only recorded a payment of $353.68 on 9/19/2023, and again for 9/18/2024.
  
  
  Despite this discrepancy, we recognize the need to resolve this matter promptly and to your satisfaction.
  
  
  To address this situation, we are offering Mr. ********* the following options:
  
  
  Option 1: We will issue a full refund of the $353.68 payment made on 9/18/2024.
  Option 2: We will honor the original 2-Year Maintenance Plan as reflected in your receipt, extending your maintenance coverage through 2025 at no additional cost.
  
  
  Please let us know which option you prefer, and we will move forward with resolving this matter immediately.
  
  We deeply regret the frustration this has caused and appreciate your patience as we work to make this right.
  
  
  If you have any additional concerns or require further assistance, please do not hesitate to reach out to our Aftercare Manager, ******* ******, directly at ************ or via email at ******************************************************************.
  
  
  Thank you for your understanding, and we look forward to your response.
  
  
  Sincerely,
  **** *******
  Director of Marketing
  Canter Power Systems
  **************
  ******************************************************************

  Customer Answer

  Date: 12/10/2024

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

  Please inform Canter that I accept option 1 the refund of $353.68 as stated in their reply 

  kindly inform me if theres any further information necessary to process the refund payment 

  thank you for your assistance with this matter and feel free to contact me with any additional questions or information 

   

  ***** Longiotti 

  Customer Answer

  Date: 12/23/2024

   I am rejecting this response because:  

  Dear Ms ************* writing to follow up with the response from Canter Power on or about 12/10.  They offered either a refund or to apply the amount to next years maintenance service and I responded that I would like the refund Thus far nothing has been credited back to my card nor have I received a check assuming that is how they prefer to handle this instead Please advise me of the next steps Thank you and best holiday wishes ***** *********

  
  
  
  

  

  Business Response

  Date: 12/31/2024

  Dear BBB and Mr. ******************* processed your refund of $353.68 today. 
  
  Attached is a copy of the transaction.
  
  Thank you.
  

  Customer Answer

  Date: 01/07/2025

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

• Initial Complaint

  Date:11/29/2024

  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.

  Am trying to find a way to get a refund on a load shed module - it controlled my heater - but not knowing that i called a heater repair man -when i was told its part of my ***erator install parts - then i tried to call Canter for help -put on hold forever - i was inform to fill out a online form - so i had the module replace so i had heat again -please advise on what steps i need to take -no one at Canter handles service problems - only want to sell you some thing - my invoice from Canter shows a 10 year cps warranty -the rsvp id # ****** -- *** ************* and Canter serviced my *** 05/14/2024 - job #******** - ser tech **** ********* the bill i receive from sandpiper heating/ac was $346.94 -invoice #i47384 date 11/27/24

  

  Business Response

  Date: 12/04/2024

  Dear BBB and Mr. **********
  
  
  Thank you for bringing Mr. *** ********** concerns to our attention. We sincerely apologize for any confusion or frustration Mr. ********* experienced regarding the replacement of his load shed module and the subsequent refund request.
  
  
  After a thorough review of our records and Mr. ********** complaint, we would like to clarify the following:
  
  
  No Payment Made to Canter: Mr. ********* did not book a service job with Canter Power Systems for the repair or replacement of his load shed module. As such, no payment was made to Canter, and we are unable to issue a refund for services not provided by our team."
  
  
  Warranty Coverage: The load shed module is classified as an ancillary device and is not covered under the Canter 10-Year CPS Warranty. This is explicitly stated in our warranty terms and conditions, which we are happy to provide for reference. Even if Canter had performed the replacement, the cost of the module would have been the responsibility of the customer.
  
  
  Work Performed by Sandpiper Heating & AC: Mr. ********* chose to have Sandpiper Heating & AC replace the load shed module independently. While we regret any inconvenience that may have prompted him to seek assistance elsewhere, we cannot provide reimbursement for services performed by third-party providers.
  
  
  Confusion About Support Process: Mr. ********* mentioned being directed to fill out an online form. This is not part of Canters standard service process, and it is possible there was a miscommunication or confusion with another service provider.
  
  
  We understand Mr. ********* frustration and are committed to improving communication and clarity for all of our customers. If Mr. ********* has additional concerns or would like further clarification about his warranty or services provided, he is welcome to contact our Aftercare Manager, ******* ******, directly at ************.
  
  
  We appreciate the opportunity to address this matter and hope this explanation resolves any outstanding concerns.
  
  
  Sincerely,
  **** *******
  Director of Marketing
  Canter Power Systems
  ************

  Customer Answer

  Date: 12/05/2024

   I am rejecting this response because:This is just another highway used car operation - you have to be a Philadelphia lawyer - to read the fine print - so be it - it will be word of month to have to fix this practice - and why is my 10  year cps and 5 year warranty not listed at Generac main office - what happens if you go out of business - no way to run a business - and i did try to get someone to help me- and you kept switching me to the wrong department i give up and had my heat fixed by a out side service 
  
  
  

• Initial Complaint

  Date:11/25/2024

  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.

  Canter Power installed a Generac generator at my home in 2021, I contracted them annually for maintenance since that time. About 7 months ago, I contacted them for repair service, the generator was not working. The generator is still under warranty. In June, they finally sent a contract electrician who could not repair. he referred it back to Canter. They did not show up for several weeks, so I called them multiple times but got no response. I finally escalated and they sent a technician, ****** ********* on 9-16-2024. She found a problem that is covered by warranty and said she would return in a week or two with the parts to repair. She never showed up and does not return my calls. I have called many times, been on hold for multiple hours, only to be disconnected and never reach. a service ********* left vmail. But no one calls back. Ive called the technician but no call back. I finally reached another department, he said he would send an email to the correct department and ask them to call me on November 20. I still have not been contacted. I need my generator repaired. I have contacted other approved Generac dealers, but since Canter has been involved and submitted an order to generac for warranty work, other companies say that Canter must finish the warranty work. I am at a complete loss and can not get Canter to respond.

  

  Business Response

  Date: 12/04/2024

  Dear Better Business Bureau and Mr. ****************** you for bringing this matter to our attention. We sincerely apologize for the delays and lack of communication regarding the repair of your generator. We understand the frustration this situation has caused and the importance of having a fully functioning generator for your home.
  
  We want to assure you that your concerns are being prioritized. Our team is actively working on this case, and we are finalizing the next steps for resolution. You can expect an update from us today or tomorrow with detailed information about the repair timeline and how we will resolve this matter promptly.
  
  We appreciate your patience and regret the inconvenience youve experienced. If you have any further questions or concerns in the meantime, please feel free to reach out to me directly.
  
  Sincerely,
  **** *******
  Director of Marketing
  Canter Power Systems
  ************

  Customer Answer

  Date: 12/04/2024

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

• Initial Complaint

  Date:11/19/2024

  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.

  A week before Hurricane ******, at the end of September 2024, our first floor generator (Generac) stopped working. We bought this from Canter Power Systems in ********** in 2017 or 2018 for over $7000. We consistently pay the yearly maintenance fee which is over $300. We called in to report the problem and spoke to ****** ***** ************. She told us she would dispatch a technician. But we did not see anyone for over four weeks. We were patient because thousands of people across the state were experiencing damage from the Hurricane. But we needed our generator to be functioning in case we had severe weather here. We observed that the generator was leaking oil on the concrete base plate. Then, the technician told us that a part needed to be delivered to repair the oil leak, so he did a temporary fix. That was over six weeks ago. We have called three times, and no one ever calls us back. We have no email contact for them, even though we call and complain about the terrible customer **********************. One week ago, our generator displayed a red light, which means it will not come on automatically if we lose power. We called ****** over one week ago, 11/8, and said that we would complain to BBB, if she did not call back. She never did. This customer ********************** is terrible. We want the generator repaired, a refund of the maintenance fee, and the phone numbers of other employees so that someone will respond to us. The only number we have for them is ************. The service is terrible, unprofessional, and they are terrible communicators. Canter Power Systems is the company that installed the Generac generator seven years ago. This is a very frustrating situation, and we are totally dissatisfied with Canter Power. The name is different from what was on the BBB site, but the address is the same: ************************************ But it might be this Canter Power Systems ************ *******************************************

  

  Business Response

  Date: 11/27/2024

  Thank you for bringing your concern to our attention through the Better Business Bureau. We sincerely apologize for the frustration and inconvenience youve experienced with your Generac generator and the service provided by Canter Power Systems. We understand the importance of having a fully functioning generator, especially during severe weather events like Hurricane ******.
  After reviewing your concerns, we are taking the following steps to resolve the issue promptly:
  1.        Immediate Repair: We understand that your generator is leaking oil and displaying a red light, preventing it from starting automatically during a power outage. We will prioritize sending a technician to your location as soon as possible to repair the oil leak and address the red-light warning. The technician will also ensure that the necessary parts are ordered for a permanent fix.
  2.        Improved Communication: We acknowledge the communication challenges you've experienced, and we sincerely apologize for the lack of follow-up after your initial service request. We will ensure that you receive regular updates on the status of the repairs and that your concerns are addressed without further delay.  ****** ****** will be your customer advocate.  ****** can be reached at ************.  If ****** is unavailable, please contact our Aftercare Manger ******* ******.  ******* can be reached at ************.
  We are committed to resolving this matter and ensuring your generator is fully operational. Your satisfaction is very important to us, and we apologize again for the inconvenience and poor customer ********************** youve encountered.
  
  Thank you for your patience and for bringing this matter to our attention

  Customer Answer

  Date: 12/04/2024

   I am rejecting this response because:
  We did receive a phone call last week that Canter Power Systems would both call us on 12/2 and schedule a plan to repair our generator this week. Today is 12/4, and we have not heard from anyone this week at Canter Power Systems. The staff person who spoke to my husband, *** ******, last week apologized for the terrible customer ********************** and offered some ridiculous excuse about fix it ticket being misplaced or misfiled. Also, she claimed that the person we had been called, ******, did not work their anymore. There is only one customer ********************** phone number and they will not give the names of other staff people to seek help from. Regardless, we want immediate action. It has been over seven weeks that our generator has not been working. We also want a free maintenance /upkeep charge for July 2025. I am so dissatisfied. This company used to be so responsive, helpful, and communicative. Now, we are stuck with lousy customer **********************, terrible communication, unresponsive staff, and this is absolutely unacceptable. I will also contact Generac , which supplies the equipment to complain. 

   

  
  

  

  Business Response

  Date: 12/10/2024

  Dear BBB and Ms. ********************** you for your continued patience as we work to resolve this matter. We sincerely apologize for the delays and frustration you and Mr. ****** have experienced with your generator repair and our communication throughout this process.
  
  
  We are pleased to share that the necessary part for your generator is now in stock, and we have prioritized scheduling the final repair. We anticipate completing the repair the week of December 16th, 2024, and you will receive a confirmation of the appointment date and time shortly.
  
  
  To demonstrate our commitment to your satisfaction and as a gesture of goodwill for the inconvenience caused, we would like to offer you a complimentary annual maintenance service in July 2025. This will ensure your generator remains in top condition moving forward.
  
  
  For any additional concerns, ****** ****** remains your dedicated customer advocate. ****** can be reached directly at ************. If ****** is unavailable, please contact me , ******* ******, at ************, or email our team at ******************************************************************.
  
  
  We truly value you as a customer and deeply regret the inconvenience caused. Thank you for allowing us the opportunity to resolve this matter, and we look forward to completing the repair and restoring your confidence in Canter Power Systems.
  
  
  Sincerely,
  ******* ******
  Director of Customer Care
  ********************
  Contact Information:
  Phone: ************ | Email: ******************************************************************
  

  

  Business Response

  Date: 12/11/2024

  Dear Better Business Bureau and Ms. *****

  Thank you for your continued patience and for bringing your concerns to our attention. We sincerely apologize for the delays and frustration youve encountered in resolving your generator issue.

  After further review of your case:

  • Parts Update: The part needed for your generator repair has now been received, and your service has been scheduled with our technician ***** for next week. ************
  • Communication Follow-Up: On December 5th, we attempted to contact Mr. ****** via voicemail and email to confirm the next steps and let you know we were actively scheduling the repair. We acknowledge that there have been delays in communication and regret any confusion this has caused. ************

  To address your concerns and provide additional consideration for this experience, we would like to offer a complimentary annual maintenance service for July 2025. This is in recognition of the challenges you faced and as a demonstration of our commitment to ensuring your generator is properly serviced and reliable moving forward.

  If you have any further questions or concerns, please do not hesitate to contact ****** ******, your dedicated customer advocate, at ************, or our Aftercare Manager, ******* ******, at ************.

  We deeply value your trust and are committed to resolving this matter promptly.

  Sincerely,
  **** *******
  Director of Marketing
  Canter Power Systems
  **************
  ******************************************************************************************************

   

  **** ******* Director of Marketing
  	Cell: ************ **************************
  Home DepotService Provider of the Year

  
  

  Customer Answer

  Date: 12/12/2024

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

• Initial Complaint

  Date:11/18/2024

  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.

  We purchased a 22 KW Generac Canter Power System Generator (home standby generator) on 8/19/2021. **** ******, an employee of Canter Power Systems, provided the gas connection during the installation process. They coordinated with one of the gas installation partners for the connection, testing, and inspection of the necessary gas connection. Canter Power Systems committed to providing us with a permanent natural gas fuel supply, giving protection 24 hours a day against power failures with a 10-year warranty for materials, labor, travel. The nature of the dispute is that Canter Power Systems, overseeing the installation, is at fault for not complying with Generac's installation guidelines for gas piping size per allowable pipe distance. When gas lines are not correctly sized, this will cause inadequate fuel supply or excessive pressure drops, resulting in poor performance or complete failure of your generator. In September 2024, during Hurricane ******, our house was without electricity, and this was the first time we had to use our generator for an extended amount of time (3 days). Our generator was not working correctly after about four hours and was consistently turning off. We contacted Canter and emailed ******* ******, ************, *********************************** Mrs. ****** said they would pay for one gas regulator only. 10/22/24, *********************** ***************** inspected our generator and identified what was wrong with our generator. Per the inspection, piping size installed on 0 9/2021 was inch. The incorrect pipe size was installed for the distance from our generator to the gas meter at our home. The distance is 50 feet. Per the Generac installation manual, Canter was supposed to install a pipe size of 1.25 inches per the distance (50 Feet) from our generator to our gas meter. The original work was not in accordance with Generac's installation guide. The estimate from *********************** to get our generator working properly is $3,685.00.

  

  Business Response

  Date: 11/27/2024

  Dear Better Business Bureau and Ms. ********* ****,
  
  
  Thank you for bringing your concern to our attention through the Better Business Bureau. We sincerely apologize for the frustration and inconvenience youve experienced with your Generac generator and the service provided by Canter Power Systems. We understand the critical importance of having a reliable and properly installed generator, especially during extended power outages like those caused by Hurricane ******.
  
  
  After reviewing your concerns and our internal records, we acknowledge the issues you have encountered and are taking the following steps to resolve them promptly:
  Investigation and Remediation:
  
  
  We understand that your generator has experienced performance issues due to what appears to be an improperly sized gas line. To address this, we are coordinating with both our original gas installation partner, AC Mechanical, and the third-party company, *********************** Heating & Cooling, to thoroughly evaluate the situation. This includes reconciling the discrepancies in pipe sizing and ensuring compliance with Generacs installation guidelines.
  
  
  Repair Plan and Timeline:
  Our Aftercare Manager, ******* ******, will reach out to you directly on December 3, 2024, to discuss the proposed solution and schedule the necessary remediation. We are committed to addressing the gas line installation issue as quickly as possible and ensuring that your generator functions reliably for future power outages.
  
  
  Improved Customer Support:
  We regret any delays or lack of follow-up you may have experienced when reaching out to us. To improve communication moving forward, we are assigning ****** ****** as your dedicated customer advocate. ****** can be reached at ************ or *********************************** If ****** is unavailable, ******* ****** is also available to assist at ************.
  We are fully committed to resolving this matter to your satisfaction and ensuring that your generator is restored to proper working order. Your experience is very important to us, and we apologize again for the inconvenience caused by this situation.
  
  
  Thank you for your patience as we work through these next steps. We will follow up promptly after the Thanksgiving holiday with a clear action plan and resolution timeline.
  
  
  Sincerely,
  **** *******
  Director of Marketing
  Canter Power Systems
  ************

• Initial Complaint

  Date:11/13/2024

  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.

  On Sept 09 of this year we received the annual service on our generator and were informed by the technician the bad needed replaced. A new battery was installed with the same exact brand/model. On 09/27 we noticed an error code and red light. The generator would no longer auto run for weekly maintenance. I phoned Canter maintenance and left a message with no reply received. After waiting a week we phoned again. An email was received on 10/08 with directions on resetting the generator. This was done with the generator faulting again several days later. On 10/22 after waiting on hold for 45 minutes I was finally able to speak with someone and advised them of the ongoing problem. I was told it would be a week or so and someone would contact me with an appointment for service. No one ever contacted us. I called again today, 11/13 and waited 25 minutes when I was advised I was #1 in the que. The phone then hung up. I called back and left a voicemail with no contact. The generator has been in fault mode for over 2 months with no repair in sight. We depend on the generator for not only light and AC, but it is also required for our well pump. When power is lost we loose everything. The service we have received this year has been horrendous.

  Customer Answer

  Date: 11/24/2024

  I have not heard from the business in response to my complaint. On 11/15/24 the repair desk returned my 11/13 phone call advising that a work ticket had been entered into their system in September, but no action was taken due to not having my credit card information on file. They then tried soliciting my card information, advising they would not implement any repair actions until they had card information. When questioned why did they need card info I was advised I would be subjected to a $150 service fee for a technician to be sent. I advised the generator was purchased with a 10 year parts and labor warranty  but again was told I was still subject to the service fee. I advised them I would not give them my credit card info which ended the phone conversation 

  
  

  

  Business Response

  Date: 12/16/2024

  Dear Better Business Bureau and Mr. ********************* sincerely apologize for the frustration and inconvenience you have experienced regarding your generator service. Your concerns are important to us, and we deeply regret the delays, lack of follow-up, and confusion regarding the warranty terms.
  Immediate Action Plan:
  
  
  We are pleased to confirm that your generator service has been scheduled for Tuesday, December 17th, with an arrival window between 10:00 AM and 12:00 PM. During this visit:
  A full diagnosis will be performed to determine and resolve the cause of the 1505 error code and any related issues.
  
  
  Our Technical Team Supervisor will remain on standby to support the technician on-site, ensuring a comprehensive resolution during the visit.
  As part of our commitment to honoring your 10-Year Parts and Labor Warranty, there will be no service fee for this visit.
  
  
  We have overridden our standard policy regarding credit card information to expedite your repair and provide a seamless experience.
  
  
  Next Steps for Follow-Up:
  Once the service is complete, we will ensure the generator is fully operational, including running tests to confirm proper functionality.
  
  
  Our team will provide a final report detailing the work performed and confirming the resolution of all issues.
  Commitment to Your Satisfaction:
  We understand the critical role your generator plays, particularly in powering your well pump during outages.
  
  
  This experience does not reflect the high standard of service we aim to provide. Moving forward, we are taking additional steps internally to:
  Improve response times and communication with our customers.
  
  
  Reinforce clarity on warranty terms to avoid confusion.
  
  
  Should you need any further assistance or have questions before or after the service, please feel free to reach out directly to ******* ******, Aftercare Manager, at ************, or contact our Aftercare Team at ******************************************************************.
  
  
  Thank you for bringing this to our attention and for giving us the opportunity to make this right. We look forward to resolving this matter and restoring your confidence in Canter Power Systems.
  
  
  Sincerely,
  **** *******
  Director of Marketing
  Canter Power Systems
  ************
  ******************************************************************

  Customer Answer

  Date: 12/16/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and I accept it should Canter follow through with their actions described.  I have received a call earlier this afternoon from a technician advising of the repair appointment. I would hope I do not have to go through another 3 month ordeal for issues which are listed as covered by the warranty.