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:11/12/2024

  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 9/20/24, I lost power from a storm, my generator never powered my house, I called the the assistance number ************. A girl answered and asked me to go outside and read a code which was 1505 and the red light was on, she said she **** have get get a service person out to fix it. So I waited a week and then called again, a person answered the phone and said they are busy with the floods in ** that it might take a while. I have been calling at least every week if not every other day, no one is answering the phones all I can do is leave messages with no call back. This is just not good service. I even called the sales person ***** that I bought the generator from(which is only 3 years old) and he sent my problem up the latter 3 times with still no call. I do not know what else to do.

  

  Business Response

  Date: 12/09/2024

  Dear BBB,
  
  
  Thank you for bringing Ms. ****** ******* concerns to our attention. We sincerely apologize for any delays and inconvenience she experienced while addressing the issue with her generator.
  Upon review, we confirm that:
  
  
  A technician was dispatched to address the problem, and the generators battery was replaced on 11/26/2024.
  
  
  ******* ******, our dedicated customer advocate, has been in direct communication with Ms. ******* During their recent conversation, Ms. ****** confirmed that the generator is now fully operational and that her issue has been resolved.
  
  
  Ms. ****** also indicated she would follow up with the BBB to confirm this resolution.
  
  
  We are pleased to have resolved the matter and remain committed to ensuring Ms. ****** continues to experience reliable performance from her generator. Should she require any further assistance, our team is ready to help.
  
  
  Thank you,

  Customer Answer

  Date: 12/09/2024

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

• Initial Complaint

  Date:11/07/2024

  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.

  During our annual recertification visit on August 28th 2024, the technician discovered an issue with the generator that required an immediate shut-off due to safety concerns. He also noted that it was due to a part that was recalled, but ****** later disputed that the part was recalled and that they failed to notify us. He said that he communicated with his supervisor to order the part and that I would hear from ****** to schedule a return visit and that the unit should remain off until that time. It has been over two months now and I have repeatedly called the main service line for information about the repair. Each time, they tell me they will check on the status and return my call with the *** for the repair. Each time, they fail to return my call and I have to call again and spend up to an hour waiting. Our generator has now been out of service for two months. I have paid the annual recertification fee and feel this is an unacceptable window of service. The generator powers the sump pump in our basement and is a critical component in protecting our biggest investment, our home.

  

  Business Response

  Date: 12/16/2024

  Dear Better Business Bureau and Ms. ********************** sincerely apologize for the extended delay and inconvenience youve experienced regarding the service and repair of your generator. We understand the critical role your generator plays in protecting your home and deeply regret any frustration this situation has caused.
  After reviewing your case, we can confirm that the required part was successfully replaced on December 2, 2024, at no charge for the service call. We acknowledge that this delay was due to an administrative oversight and a backordered part, which is not the level of service we strive to deliver to our valued customers.
  
  
  To ensure this does not happen again, we are taking the following steps:
  Improved Communication Process: We are implementing stronger internal tracking systems to ensure updates are provided promptly to our customers regarding repair timelines.
  
  
  Follow-Up Assurance: Our Aftercare Manager, ******* ******, will personally reach out to confirm that your generator is functioning properly and address any remaining questions or concerns.
  
  
  We appreciate your patience throughout this process and would like to demonstrate our commitment to your satisfaction. To acknowledge the inconvenience youve faced, we would like to offer you a complimentary annual maintenance service for 2025 at no cost.
  
  
  Please feel free to reach out to ******* ****** directly at ************ for any additional support or updates. If you are unable to reach *******, please contact ****** ****** at ************ or email ******************************************************************.
  
  
  Thank you for allowing us the opportunity to resolve this matter and improve your experience. We greatly value your trust and are committed to ensuring your generator remains reliable moving forward.
  
  
  Sincerely,
  **** *******
  Director of Marketing
  Canter Power Systems
  ************
  ******************************************************************

  Customer Answer

  Date: 12/17/2024

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

• Initial Complaint

  Date:11/04/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Paid for service on August 13 no response for 6 weeks then hurricane hit they email saying they were basically restricted from working i guess now it's been ****************************************************************** refund the money

  

  Business Response

  Date: 11/27/2024

  Dear **************
  
  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 delays from Canter Power Systems. We understand how important it is to have a reliable generator, particularly during power outages and severe weather like Hurricane ******.
  
  
  After reviewing your case, we are taking the following steps to address your concerns promptly:
  
  
  Priority Service Visit: We understand your generator is displaying low oil levels, and the oil used may not have been synthetic as recommended. To resolve this, we are prioritizing a service appointment with a technician who will perform a thorough inspection, add the appropriate synthetic oil, and address any underlying issues to ensure the generator is fully operational.
  
  
  Dedicated Point of Contact: To improve communication, we have assigned ****** ****** as your dedicated customer advocate. ****** will provide regular updates on the progress of your service and ensure your concerns are addressed without delay. You can reach ****** at ************. If ****** is unavailable, our Aftercare Manager, ******* ******, is also available at ************.
  
  
  We sincerely apologize for the delays and lack of communication youve experienced. Please know we are committed to resolving this matter to your satisfaction and ensuring your generator is properly maintained moving forward.
  
  
  Thank you for your patience and for bringing this matter to our attention.

• Initial Complaint

  Date:11/01/2024

  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.

  On September 20, 2024 the ***** ****** hit my area and the $17,000.00+ generator purchased from this company failed. Since that date our generator is still inoperative. This company sent a repair person out 3 days later to be told the machine is has a defective part. Today, November 1, 2024 the generator is still has not been repaired. It takes days and days to get anyone to respond to emails and over a month to get anyone to return calls after leaving multiple messages. Their customer ********************** department is rated zero. I want to be compensated for every day since September 20th I've been without this generator.

  

  Business Response

  Date: 12/04/2024

  Dear Ms. *********

  I hope this email finds you well. I am writing regarding the complaint filed by Mr. *** ****** (Complaint ID: ********* and have included Mr. ****** CC on this email.  We regretfully missed responding to within the designated timeframe. I want to provide an update on the resolution and clarify the circumstances.

  First, please accept our sincerest apologies for the delayed response. We take these matters very seriously, and it was never our intention to overlook the urgency of this case. We experienced challenges related to parts availability, as Generac had a backorder on the required components to complete the repair.

  As of December 3, 2024, we are pleased to report that the necessary repairs have been completed, and Mr. ******** generator is now fully operational. While we understand this does not rectify the delays Mr. ****** experienced, we are grateful that his generator is now functioning as intended.

  To ensure better handling of similar cases in the future, we are actively reviewing and improving our internal processes to avoid missed deadlines and communication gaps.

  If there are any additional steps required from us regarding this matter, please let me know. We value our partnership with the BBB and remain committed to providing timely and effective resolutions to all customer concerns.

  Thank you for your understanding, and please feel free to reach out to me directly with any further questions or concerns.

  Best regards,

   

  **** *******

  **** ******* Director of Marketing

  
  

• Initial Complaint

  Date:10/29/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On September 13, 2024, I paid Canter Power Systems $351, in advance, to perform an annual maintenance check on our whole hose generator. Since it has not been done, I have reached out several times to them. They do not answer calls, and do not return voicemails. I am extremely frustrated that this maintenance has not been completed, and it was paid for 6 weeks ago. Can you please help to resolve this?Thank you,**** *****

  

  Business Response

  Date: 10/30/2024

  Dear BBB,
  
  Thank you for bringing *************** concerns to our attention. We apologize for the frustration she experienced with the scheduling of her annual maintenance service and our lack of timely communication.
  
  After reviewing her complaint and our recent interactions, we confirmed that Ms. ***** reached out multiple times to follow up on her maintenance service, which had been scheduled for completion in the coming week. We understand her dissatisfaction with the delay and, upon her request, have canceled the job and initiated a refund for the $351.21 paid.
  
  We deeply regret any inconvenience caused by this experience and are taking steps to ensure better responsiveness in the future. Should Ms. ***** have any further questions or require assistance, we remain available to support her.
  Thank you for allowing us to address this matter.
  
  Sincerely,
  **** *******
  Director of Marketing
  Canter Power Systems
  ************

• Initial Complaint

  Date:10/29/2024

  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.

  We scheduled a in home estimate on Thursday Oct 24 at 1:30 pm. At 1:25 pm the technician called advising he would be ***** minutes late. He arrived at 3:20 pm. Before he got started I asked for a detailed estimate showing individual charges for all items. He agreed. When I finally got the estimate several hours later, it was not itemized with individual charges. Several people in our neighborhood have purchased Generac generators post Hurricane ******. There price was thousands of dollars less with larger homes than ours. I requested the itemized charges and an explanation why Canters price was so high. This was requested several times via text and email with no response. He finally emailed me back last Saturday advising someone would be in touch. Nothing to date. I have tried to discuss this directly with Canter. This apparently is impossible. All they want to do is schedule estimates.

  

  Business Response

  Date: 10/30/2024

  Dear BBB,
  
  Thank you for bringing Mr. **** ***** concerns to our attention. We apologize for any inconvenience he experienced with his recent in-home estimate and subsequent communications.
  Mr. **** has raised concerns about the timing of his appointment and our pricing transparency. Our Generator Specialist did arrive later than scheduled, and we regret the delay. Regarding the estimate, Canter Power Systems provides quotes as a single package price that includes all necessary parts, labor, and installation services rather than itemizing individual components. This approach allows us to present a clear, straightforward quote that covers the entire scope of the project.
  
  
  We understand Mr. ***** desire for more detailed information, and we have reached out to ensure his questions are addressed directly. Our team remains available to discuss his estimate further and clarify any aspects he may need assistance with.
  
  
  We appreciate Mr. ***** interest in working with us and apologize if our communication did not meet his expectations. We are committed to ensuring his questions are fully addressed and to providing any additional information he may need.
  
  
  Sincerely,
  **** *******
  Director of Marketing
  Canter Power Systems
  ************

  Customer Answer

  Date: 10/30/2024

   I am rejecting this response because:
  
  If Canter had any regards for customer ********************** they would provide an avenue for customers to discuss dissatisfaction directly with them instead of through BBB. They do not. Late is 30 minutes not 3.5 hours. 
  

  Their agents should not promise details they know they will not provide. I feel given what transpired in SC from Hurricane ****** and conversations with others purchasing Generac from other suppliers, Canters pricing is highly suspect. 

• Initial Complaint

  Date:10/25/2024

  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 generator is not working, we have called and called and called and zero response from electric company for repair. CR electric serviced it and it has not worked since the service. We have had issues with it not properly starting since we got it. The company does not want to take any responsibility for the unit. I am very disappointed in Canter/Generac. They are not trust worthy.

  

  Business Response

  Date: 11/08/2024

  BBB Response
  Customer Name: ******** *******
  Complaint ID: ********
  Order Number: 245815
  Dear BBB,
  
  Thank you for your patience as we work to resolve Ms. ******** ******** concerns. We sincerely apologize to Ms. ******* for the delay in responding to her complaint and for any inconvenience caused by this extended response time.
  Our team is currently finalizing an action plan to address the service issues she experienced with her generator. We understand the importance of having a reliable generator, especially during critical times, and we regret any frustration caused by our delayed follow-up.
  
  We are committed to ensuring Ms. ******** generator is fully operational, and I believe that our team has reached out to her directly to provide an update on the next steps. We apologize for not meeting her expectations initially and are taking steps to prevent such delays in the future.
  
  I will be following up on this next week, and will update you in kind.
  
  Thank you for allowing us the opportunity to address this matter, and we appreciate Ms. ******** patience as we work toward a resolution.
  
  Sincerely,
  **** *******
  Director of Marketing
  Canter Power Systems
  ************

  Customer Answer

  Date: 11/14/2024

   I am rejecting this response because:  

  Dear Canter Power Systems and BBB,
  I am writing to express my continued and escalating dissatisfaction with Canter
  Power Systems' handling of my complaint regarding the generator issues I've been
  experiencing.
  Your claim of a sincere apology for the delay in responding to my complaint is both
  insulting and extremely unprofessional, given the gravity of the situation. The
  assertion that your team is "currently finalizing an action plan" to address the
  service issues is questionable at best. As of November 13, 2024, I have received
  one email on November 4th, 2024, from ***** ******* stating that he has
  forwarded my email to the Operations Director ***** ******, the ***, **** *******,
  and the Aftercare Director, and that I should be hearing from ***** "tomorrow
  ASAP." I have yet to hear from anyone other than ***** regarding this complaint.
  Your statement about understanding the importance of a reliable generator during
  critical times rings hollow. Do you truly comprehend the severity of this situation? I
  have a family member on oxygen. Are you prepared to take full responsibility for
  any consequences should we lose power? Your regret for any frustration caused
  by your delayed follow-up fails to address the time and effort I've invested in
  attempting to get you to honor your product warranty and service commitments.
  Furthermore, your claim that your team has reached out to me directly to provide
  an update on next steps is a half-truth. I received one email with assurance that I
  would be contacted the next day; however, that never happened.
  You stated you would follow up the next week, yet I still haven't heard from you.
  How many more chances do you expect to get to address this matter? Our
  patience is wearing extremely thin as we feel we're being gaslighted through your
  responses to the BBB1.
  I demand immediate action to resolve these issues, including:
  A detailed explanation of the delays and false claims in your
  communication
  A concrete action plan with specific dates for resolving the generator
  issues
  Compensation for the time, stress, and potential risks your negligence
  has caused
  A direct line of communication with a senior manager who can be held
  accountable
  If these demands are not met promptly, I will have no choice but to escalate this
  matter further, including potential legal action and reports to relevant regulatory
  bodies.
  I await your immediate and thorough response.
  Sincerely,
  ******** *******

  ----- Forwarded Message -----

  From: ***** ******* <****************************************************************************************************>

  To: ******** ******* <**********************************************************>

  Sent: Monday, November 4, 2024 at 08:07:38 PM CST

  Subject: Re: Your Immediate Attention Required

   

  Thank you for your email. I am sorry to hear this. I have forwarded your email to the Operations Director ***** ******, the *** **** *******, and the AfterCare director. You should be hearing from ***** tomorrow asap. 

   

  Regards,

   

  ***** K. *******

  ************

   

  Sent via the ******* Galaxy S22 Ultra

   

  

  ***** ******* Generator Specialist
  	Cell: ************ **************************
  Home DepotService Provider of the Year

   

  ---

  From: ******** ******* <**********************************************************>
  Sent: Monday, November 4, 2024 6:45:25 PM
  To: **** ***** <****************************************************************************************>
  Cc: ***** ******* <****************************************************************************************************>
  Subject: Your Immediate Attention Required

   

  Dear Canter Power Systems,
  I am writing to express my deep dissatisfaction with the service and support I have received regarding my generator purchased from your company. Despite multiple attempts to resolve ongoing issues, I have encountered significant obstacles and a concerning lack of communication from your organization.
  The problems with my generator began within the first year of ownership and have progressively worsened:
  Initially, the generator failed to start during its scheduled weekly test on Mondays at 1 PM.
  Following scheduled maintenance, the generator ceased to start altogether.
  Currently, the generator will not start manually, rendering it completely non-functional.
  These persistent issues have left me without a working generator, which is unacceptable given the warranty coverage I was assured upon purchase.
  My attempts to resolve these problems have been met with frustration:
  Your company has failed to provide a qualified technician to repair the generator.
  CR Electric, the electrical company I was told would contact me, has not reached out as promised.
  There has been a notable lack of communication from your team regarding the resolution of these issues.
  The lack of integrity demonstrated by Canter Power Systems in honoring the warranty guarantee is appalling. As a customer who invested in your product with the expectation of reliability and proper support, I find this situation deeply disappointing.
  I am requesting immediate action to address these concerns:
  Schedule a qualified technician to inspect and repair my generator without further delay.
  Provide a detailed explanation of the steps being taken to resolve these ongoing issues.
  Offer clear information about my warranty options, including the possibility of a replacement if repairs prove unsuccessful.
  Establish a direct line of communication with a representative who can keep me informed of progress.
  I expect a prompt response to this letter outlining how you intend to rectify this situation and restore my faith in your company's products and services. If I do not receive a satisfactory response within five business days, I will be forced to explore legal options.
  Thank you for your immediate attention to this matter. I look forward to a swift and comprehensive resolution.
  
  Sincerely,
  ******** Tedesco  November 04, 2024
  **************
  **********************************************************

  
  
  
  

  

  Business Response

  Date: 11/27/2024

  Dear Better Business Bureau and Ms. ************************* you for your additional correspondence and for sharing your continued concerns regarding the issues with your generator and the service you have received from Canter Power Systems. We want to begin by sincerely apologizing for the frustration and stress this situation has caused, particularly given the critical importance of a fully functioning generator for your household.
  We acknowledge that our previous communication and actions have not met your expectations, and for that, we take full responsibility. After thoroughly reviewing your concerns, here are the immediate steps we are taking to resolve this matter:
  
  
  Immediate Action Plan and Resolution Timeline:
  Our Aftercare Manager, ******* ******, will personally call you by December 3, 2024, to discuss the details of the repair and to provide a firm timeline for resolving your generator issues.
  We are working to schedule a technician to visit your location within the next few days to ensure the generator is fully operational. This includes addressing any errors, verifying proper installation and functionality, and confirming adherence to warranty commitments.
  
  
  Dedicated Point of Contact:
  To improve communication and accountability, ******* ****** will serve as your direct point of contact moving forward. He can be reached at ************. If you are unable to reach him, please contact ****** ****** at ************.
  
  
  Thorough Explanation of Delays:
  We understand your demand for a detailed explanation of the delays in communication and resolution. ******* will provide a comprehensive summary during your upcoming conversation to address these concerns transparently.
  
  
  Commitment to Follow-Through:
  We assure you that we will follow up consistently throughout this process to provide updates and ensure your satisfaction. We are actively evaluating our processes to prevent similar issues from occurring in the future.
  
  
  We deeply regret the inconvenience this has caused and acknowledge the critical nature of your generators functionality, particularly given the needs of your household. Our goal is to resolve this matter promptly and rebuild your trust in our company.
  
  
  Thank you for bringing these issues to our attention and allowing us the opportunity to make things right. We appreciate your patience and will remain in close communication until the matter is fully resolved.
  
  
  Sincerely,
  **** *******
  Director of Marketing
  Canter Power Systems
  ************
  

  Customer Answer

  Date: 12/05/2024

   I am rejecting this response because:

  Hello ******* ****, My name is ** ******* and I am writing you for my mother ******** ******* who is currently in the hospital recovering. I wanted to inform you that we still have not been notified in anyway whatsoever from Canter Power Systems. They have not acted in good faith and are continuing to gas light us as well as the BBB. We have not been contacted to resolve any of the ongoing issues for repair or replacement. We would like to know your next course of action as this current course seems to be falling on deaf ears. Please advise. Thank you.

  Sincerely, 

  ** *******

  ************

  ****************************************************************

  
  
  

  
  

  

  Business Response

  Date: 12/12/2024

  Dear Better Business Bureau and Ms. ********************** deeply regret the frustration and delays you have experienced and appreciate your patience as we work toward a resolution.
  
  
  As of today, we can confirm that our installation partner will be on-site this Tuesday December 17 in the afternoon to replace the battery and address any remaining issues with the generator. This step is part of our immediate action plan to ensure the generator is fully operational.
  
  
  To improve communication and accountability, ******* ******, our Aftercare Manager, will remain your direct point of contact moving forward. ******* can be reached at ************. If you are unable to reach him, please contact ****** ****** at ************.
  
  
  We sincerely apologize for the challenges youve faced and assure you that we are committed to following through promptly and effectively. We appreciate the opportunity to resolve this matter and rebuild your trust in Canter Power Systems.
  
  
  To address your concerns and provide additional consideration for this experience, we would like to offer a complimentary annual maintenance service for July 2026. 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.
  
  
  Thank you again for your patience and understanding.
  
  
  Sincerely,
  **** *******
  Director of Marketing
  Canter Power Systems
  ************
  ******************************************************************

• Initial Complaint

  Date:10/25/2024

  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.

  I purchased a Generac home generator from Canter Power Systems in December 2020. It was used for the first time in an emergency situation during Hurricane ******. After 30 minutes use, the generator failed and stopped working. A technician from Canter Power Systems, **** ******, inspected the generator on October 1 and informed me that the electric motor had failed (brushes had burned up), that this was a known manufacturing issue with 2020 Generacs of this model, and that the motor would be replaced under warranty. He stated that the company had purchased flats of parts to complete the repairs of this known issue, and that another technician should return to complete the repair within two weeks. Approximately two weeks later I called Canter Power Systems and left a message for them to call back (their phone system places you into a queue, no one picked up after I waited for almost two hours). I received a voice message from a Canter representative within 48 hours stating their records showed that the repair had been completed on October 1, the case was closed, and to call back if I had any additional concerns. I have been unable to reach a representative despite numerous calls to ************ over multiple days - you are always placed into a phone queue during which no one picks up despite waiting for over an hour on multiple calls. I have left multiple messages for call back with no one calling back (or, if they did, they did not leave a message). I then called the Canter telephone number for a new install on October 24 and was immediately called back by a salesperson. I explained my issue; the salesperson stated that they were unable to connect me to a service technician or anyone to help me, were unable to provide me an e-mail address for me to reach out to the company (and none are available on the Canter website), and could not connect me to their superior to help address the issue. I am at a loss as to how to proceed, other than writing Canter a letter.

  

  Business Response

  Date: 10/30/2024

  Dear BBB,
  Thank you for bringing ***************** concerns to our attention. We apologize for the frustration he has experienced with his Generac home generator and the challenges in reaching our service team.
  
  After reviewing Mr. ******* complaint and our service records, we confirm that the rotor and brushes on his generator were replaced on October 28, 2024, at no cost to him. We understand that Mr. ****** initially received information from our technician about this known issue and that he was expecting the repair to be completed sooner. Unfortunately, there was a delay, and we sincerely apologize for any inconvenience this caused.
  
  We are also aware of the difficulty Mr. ****** encountered in reaching our support team. We regret the communication issues and have taken steps to improve our responsiveness to ensure a better experience for our customers in the future.
  
  Mr. ******* generator is now fully operational, and we trust that this resolves his concerns. Should he have any further questions or require additional assistance, we encourage him to contact us directly, and we will prioritize his support needs.
  
  Thank you for allowing us the opportunity to resolve this matter.
  
  Sincerely,
  **** *******
  Director of Marketing
  Canter Power Systems
  ************

  Customer Answer

  Date: 10/30/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and I accept it. Thank you for completing the repair. Please consider implementing a more user friendly telephone support solution - so one can easily speak to a live person - and provide an email and/or chat option for customer support. Your support personnel are almost impossible to reach. 
  Regards,

  ***** ******, MD

• Initial Complaint

  Date:10/21/2024

  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 3-28-2024 I signed a contract for Canter Power Systems to install a generator to power a portion of my house and paid them the 50% required deposit of $6899.06. I don't know the date but they came out, placed the pad & the generator in my yard and did some re-arranging of my electrical panel and did not come back for several weeks. I called the office twice and was told the hold up was something to do with the gas permit. I called my *** on 6-13-24 who told me my wiring was illegal and they could not power only part of the house but would have to power the entire house and buy a bigger generator for $5,827 more. I told him no and got 3 other electricians, generator installers who told me there is nothing wrong with my wiring & a generator could be installed to power part of the house. I told Canter to remove there stuff and give me a full refund on 7-18-24. The ***, ******* ***** said they would have to charge me for the work that was done and would send me the price. I told him that was not right since they did not fulfill their contract. I never heard back from him so called 4 times since 9-27-24. on 10-21-24 I finally got a hold of the *** and he said that I should have received an email and text about the cost. I told him I have not heard anything since his email that they were going to charge me on 7-18-24. And they altered my electrical panel so now I cannot hook up my temporary generator. He said they were going to put everything back like before. AND charge me. I think this is a scam, trying to get more money to either get a bigger generator and have to pay them for nothing! The *** said he is not an electrician so he had no way of knowing the issues with the electric. I have 3 electricians who tell me nothing is wrong with the wiring in my home. THis is a ******* house. I believe the 3 electricians not Canter Power Systems

  

  Business Response

  Date: 10/30/2024

  Dear BBB,
  Thank you for the opportunity to respond to the complaint filed by *** ***** ********** regarding the installation of a generator at her residence.
  We acknowledge *** *********** concerns and sincerely apologize for the frustration she has experienced. Our primary goal is always to ensure customer satisfaction, and we regret that her experience fell short of our expectations.
  
  
  Background:
  *** ********** signed a contract with Canter Power Systems on March 28, 2024, for a partial house generator installation. A deposit of $6,899.06 was paid, and the generator and pad were placed at her property. However, during the installation process, our team identified wiring issues that would prevent us from proceeding with the original scope of work. Specifically, our team informed *** ********** that her current wiring system, which included shared neutrals in branch circuits, would not be compliant with national electrical code standards. This would prevent the safe isolation of certain circuits as originally planned.
  
  We proposed two options to *** **********:
  
  
  Upgrading to a whole-home generator system for an additional $5,827 to resolve the wiring issues.
  
  
  Making modifications to her existing electrical system to comply with code requirements.
  
  
  *** ********** declined both options, after which she requested the removal of the equipment and a full refund. Our representative informed her that there would be charges for the work completed thus far.
  
  
  Resolution:
  
  Upon further review, we recognize that delays and communication issues contributed to *** *********** dissatisfaction. We are committed to resolving this matter by:
  
  
  1). Issuing *** ********** a full refund for the deposit of $6,899.06.
  
  
  2). Arranging for the removal of the generator and associated equipment from her property this Friday, November 1, 2024
  
  
  3). Returning her electrical panel to its original state, as requested  - our technical supervisor will be onsite during the equipment removal to evaluate the corrective work that needs to be done.
  
  
  We have already initiated steps to process the refund and coordinate the equipment removal. Our operations and sales teams are in communication to ensure the completion of this process.
  
  
  We sincerely regret the inconvenience this situation has caused *** *********** and we are taking steps to improve our internal processes to prevent similar issues from occurring in the future. We value our customers trust and will continue to work diligently to provide the highest level of service.
  
  
  Please let us know if any further information is needed.
  
  
  Sincerely,
  
  **** *******
  Director of Marketing
  Canter Power Systems
  ************

  Customer Answer

  Date: 10/30/2024

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

• Initial Complaint

  Date:10/21/2024

  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 paid Canter Power $352.85 on July 2, 2024 for our Annual Maintenance Plan. We have called multiple times to try to get them to come out and do the work. Someone finally called us back and said it must've been "user error" on their end and was extremely rude and condescending. We asked that we be given priority since it had been so long ago that we paid. We were told "no." We then asked fora manager and was told no managers were available. We have called back multiple times since then to try to get someone to come out and do the Maintenance on our generator that we paid for over 3 months ago. So far no one will respond. They are holding our money, they are non-responsive, and very rude to customers.

  

  Business Response

  Date: 10/30/2024

  Dear BBB,
  
  Thank you for bringing Ms. **** ******** concerns to our attention. We apologize for the inconvenience and frustration she has experienced with the scheduling of her Annual Maintenance Plan service.
  
  After reviewing the details of Ms. ******** complaint, we discovered that there was an administrative oversight when her payment was processed in July.
  Regrettably, the service was not scheduled at that time, which led to the delays she encountered. We acknowledge that this oversight is entirely our responsibility, and we apologize for the lack of responsiveness and any unsatisfactory interactions she may have had with our team.
  
  We are pleased to inform you that Ms. ******** maintenance service was completed on October 25, 2024. Our team is committed to preventing this type of issue from occurring again and is reviewing internal processes to ensure a smoother experience for all our customers.
  
  We sincerely apologize for any inconvenience caused and appreciate Ms. ******* patience as we worked to resolve this matter. Should Ms. ****** need any further assistance, we are here to support her.
  
  Sincerely,
  **** *******
  Director of Marketing
  Canter Power Systems
  ************