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:10/18/2024

  Type:Order 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.

  ********* is under warranty. Maintenance contract of ****** was paid 9/26/24.Generator has cut off access to our dryer. Cannot get the problem with the generator resolved. Company wants a ****** payment for emergency service. Have made several contacts with the company but no response about correcting the problem.

  

  Business Response

  Date: 10/28/2024

  Additionally, I want to confirm that Mr. *** ******* did receive a refund of $329, as indicated in our initial response, and has chosen to work with another service provider.

  

  Business Response

  Date: 10/28/2024

  *** *******

  22441656
  Sent as an internal response on ************************ a few minutes ago.
  It should be known that *** ******* received a refund.

  
  Thank you for bringing Mr. ******** concerns to our attention. We sincerely apologize for the inconvenience Mr. ******* has experienced with the service and repair of his generator.

   

  After reviewing the case, we acknowledge the delays in addressing Mr. ******** concerns and regret the frustration this has caused. We understand the importance of having a fully operational generator, especially during power outages.

   

  To resolve the matter, Mr. ******* has chosen to work with another service provider. As of today, our representative has issued a refund of $329 to Mr. ******* for the services in question.

   

  We believe this resolution satisfies Mr. ******** desired outcome, and we deeply regret that we were unable to meet his expectations in this instance. Should Mr. ******* require any further assistance, we remain available to ensure his satisfaction.

• Initial Complaint

  Date:10/14/2024

  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.

  This company provides poor customer ********************** and communication. My generate was serviced by Canter on July 17, 2024 and has not worked properly since that date. They sent a technician out on September 30, 2024 to repair it. He replaced the battery at a cost of $339.00. It still did not work. This repair was not authorized by me. It was not covered under the warranty. I was told by their aftercare specialist (Javae) I would not have to pay for it, because the technician should have gotten authorization from me first. I was later charged the amount on my credit card. I have made 7 calls and 3 emails concerning the matter that my generator is still not working properly and the erroneous charge on my credit card. I tried calling again October 14, 2024 and was placed on hold for over 5 hours, until giving up. I finally left a message and sent another email after 5 hours. I have every phone call and every email documented.

  

  Business Response

  Date: 10/25/2024

  Dear BBB,
  Thank you for bringing this matter to our attention. We are currently reviewing the details of Ms. ****** complaint, and we are working diligently to resolve her concerns as quickly as possible.
  We understand the frustration Ms. ***** has experienced with the repair of her generator and the unauthorized charge. We take these concerns very seriously and are investigating the matter thoroughly with our aftercare and service teams.
  At this time, we are coordinating with all relevant departments to ensure that:
  The issue with Ms. ******* generator is properly diagnosed and repaired.
  The $339 charge for the battery replacement, which Ms. ***** was not authorized for, is addressed immediately.
  Any breakdown in communication is reviewed, and steps are taken to ensure proper follow-up and response to all inquiries.
  We anticipate resolving these matters shortly and will provide Ms. ***** with a detailed response and resolution plan as soon as we complete our internal review. We appreciate her patience as we work to make this right.
  Please accept this interim response, and we will follow up with a full response as soon as possible.
  Sincerely,
  **** *******
  Director of Marketing
  Canter Power Systems
  ************

• Initial Complaint

  Date:10/11/2024

  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.

  T0 get my generator fixed and serviced. I have called them and emailed them . Ever time I called, I was put on hold and left for a long period of time. To, where I would have to leave a message. When ,one lady did call. It did not fix the problem. What I want is it fixed and serviced. I did not pay all my money out for something I can not use . When, my power goes out! Tis has been goin on since the 27th of September.

  

  Business Response

  Date: 10/25/2024

  BBB Response
  Customer Name: ****** *******
  Complaint ID: ********
  Order Number: 85609
  Dear BBB,
  Thank you for bringing ******************* concerns to our attention. We sincerely apologize for the inconvenience Mr. ******* has experienced with the service and repair of his generator.
  After reviewing the case, we acknowledge the delays in addressing Mr. ******** concerns and regret the frustration this has caused. We understand the importance of having a fully operational generator, especially during power outages.
  To resolve the matter, Mr. ******* has chosen to work with another service provider. As of today, our representative, has issued a refund of $329 to Mr. ******* for the services in question.
  We believe this resolution satisfies Mr. ******** desired outcome, and we deeply regret that we were unable to meet his expectations in this instance. Should Mr. ******* require any further assistance, we remain available to ensure his satisfaction.
  Sincerely,
  **** *******
  Director of Marketing
  Canter Power Systems
  ************

  

  Business Response

  Date: 10/28/2024

  Upon reviewing the information, I realized that I mistakenly indicated that ****** ******* had received a refund. However, I would like to clarify that Mr. ******* is scheduled for repair and service next week and has not received a refund. We are committed to resolving his concerns swiftly.

  

  Business Response

  Date: 10/28/2024

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

  It should be known that Mr. ******* is scheduled to be repaired and serviced next week.

   

  Thank you for bringing ******************* concerns to our attention. We apologize for the delays Mr. ******* has experienced in having his generator repaired and serviced.

   

  Upon review, we have scheduled Mr. ******** generator to be repaired and serviced next week. We understand the frustration caused by the lack of timely communication, and we are committed to ensuring that his generator is fully operational as quickly as possible.

   

  Contrary to previous information, Mr. ******* has not received a refund, and instead, we are moving forward with completing the necessary service.

   

  We appreciate Mr. ******** patience as we work to resolve this matter and ensure his satisfaction.

   

  Customer Answer

  Date: 10/28/2024

   I am rejecting this response because:  I had to take it on my own! To get in touch with a guy ,who works for Canter. He tried help me resolve the problem. The generator would not run. After, he finally got to be able to come and check it out. It had been about 4 weeks . He came by on Saturday October  26TH. Replace the battery and serviced the generator.  So, there is no use for them to come. 
  
  
  

  

  Business Response

  Date: 10/30/2024

  Dear BBB,
  
  
  Thank you for the additional information regarding ******************* complaint. We apologize for the delays and any inconvenience Mr. ******* experienced during this service process.
  Upon further investigation, we discovered that Mr. ******* was indeed able to connect directly with one of our technicians, **** *., who made an effort to assist him despite being out of his normal service area. Mr. ******** generator was serviced on October 26, 2024, and a replacement battery was installed. Mr. ******* paid in cash for the battery, and we are working to finalize the transaction in our records.
  
  
  We recognize that Mr. ******** service experience was less than ideal due to delays in scheduling and communication challenges, and we are committed to improving our response times, especially in areas with limited technician coverage. We greatly appreciate Mr. ******** patience and Matts dedication in helping resolve the issue.
  
  
  At this time, the generator is fully operational, and the service has been completed. If Mr. ******* has any remaining concerns, we remain available to address them promptly.
  Thank you for your attention to 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.

• Initial Complaint

  Date:08/28/2024

  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.

  August 28, 2024 I purchased my Annual Maintenance $329.00 on August the 5th for my Generator with Canter Power System for the 6th year. I am very frustrated this year because no one return my phone calls after leaving multiple messages, no email, return phone call leaving a message or letter simply letting me know the date they will complete the maintenance so, I can be present with questions. I am always told they will forward the message or it has been escalated. I simply like the date they will arrive.

  

  Business Response

  Date: 09/17/2024

  Dear ************,
  We have received the complaint from ***************************** regarding her frustration with the communication around the scheduling of her generators annual maintenance. We sincerely apologize for the inconvenience and lack of timely responses to her inquiries.
  
  We have reviewed the situation and confirmed that Ms. ******** annual maintenance is scheduled for 4:00 PM on September 18, 2024. An email notification has also been sent to ****************** to inform her of the appointment date and time, so she may be present for any questions she may have.
  
  We recognize the importance of clear and timely communication with our valued customers, and we apologize for the delays in responding to her calls and messages. We are taking steps to ensure better communication in the future and appreciate ********************** patience as we work to improve our processes.
  If there are any further concerns, we encourage ****************** to contact us directly, and we will be happy to assist.
  
  Sincerely,
  ***********************
  Canter Power Systems, LLC

  Customer Answer

  Date: 09/19/2024

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

   

  Good Morning

   

  Thank You for all your help, we can close everything, Canter Power came out on 9-18-2024 and performed the Maintenance Check.

   

   

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

• Initial Complaint

  Date:08/15/2024

  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.

  I am writing to file a formal complaint against Canter Power Systems, LLC for their negligent service and failure to return customer calls. I have been a customer since August 2023 and have only had this generator for a year. The generator first stopped working in May 2024. At that time, it took nearly two weeks to get a technician to address the issue.Unfortunately, the generator stopped working again on July 31, 2024. Since then, I have made numerous callsat least every other dayonly to be told that someone would return my call the same day if made before 4:30 pm, or the next day if made after 4:30 pm. I had to reach out to the salesperson I initially worked with, who assured me that someone from customer ********************** would contact me. I eventually received a call, and while the representative said they would escalate the issue, they also attempted to persuade me to put a credit card on file for services that should be covered under warranty.When I requested to speak with a manager, I was told multiple times by different customer ********************** representatives that there was no manager available to address my concerns. I also asked for an explanation of the company's policies and procedures, turnaround time agreements, and what steps are taken when Canter Power Systems fails to meet its own standards. No one has been able to provide this information. Additionally, I requested an email address or phone number to escalate my concerns, but again, no one could provide this information.I work from home and live in an area prone to power outages. It is crucial that this issue be resolved promptly to avoid any financial implications. I am requesting that Canter Power Systems repair my generator promptly and correctly. Their lack of responsiveness and failure to address known issues is unacceptable.

  

  Business Response

  Date: 09/23/2024

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

  We acknowledge the complaint submitted by Ms. ****** ***** regarding the service and responsiveness issues related to her Generac generator. We deeply regret the delays and communication challenges she has experienced, and we take her concerns seriously.

  We are actively investigating the situation to ensure that her generator is repaired promptly and correctly. We are in direct contact with our service team to assess the technical issues and expedite a solution that meets Ms. ****** needs.

  We sincerely apologize for the delays in responding to her calls and messages and the miscommunication around warranty services. We understand the urgency given Ms. ****** reliance on her generator, particularly in an area prone to power outages, and are committed to resolving the matter without further delay.

  We will reach out to Ms. ***** directly within 24 hours to schedule the necessary repairs and to provide more clarity on the next steps. We will also ensure that her concerns are escalated to the appropriate management level for oversight to prevent this from happening again.

  Please do not hesitate to contact us if any additional information is required.

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

   

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

  
  

  Customer Answer

  Date: 09/26/2024

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

  Canter sent a representative out and repaired my generator Monday, September 16, 2024.  

• Initial Complaint

  Date:08/06/2024

  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.

  ********* Gas sent me an Email in March to have a Generac generator installed *************** involved ************************** and Canter Power Systems. It offered 0% down, 2 years to pay and a 10 year warranty. I accepted the offer. The generator was installed in late May early June. The electrical work was completed first then ************* installated the gas line. That line needed to be grounded. Canter Power systems informed me the installation was completed around June 15th. I informed Canter that it was not finished as the gas line wasnt grounded and the generator hadnt been run so I could accept it. Received a call from the electrical contractor and he stated that his tech would return around June 23rd and complete that task . Never came back. Around that time the generator powered up for its weekly maintenance run. It failed and had a red light, a hard error. My brother opened up the cover, followed the instructions and reset the generator to a green condition. I called Canter`and reported the failure. I was given an ID number ****** and a phone number ************ press option 1. When the generator tried to startup the next week. It failed again error code 1100 over speed fault. Called the phone number which was Canter Power Systems Service number. The person verified that their monitoring system showed the failure. She tried to do a manual remote startup of the generator with no success. Then about a week later I had a 3 hour power outage. I called again. I stated that I lived alone, used a **** machine asked to be put on a priority list because of my medical condition and have that noted on my account. Assured me they would and would as not using the **** could cause me to have a stroke AND I dont drive.Power went off again at 3 AM for several hours. Called again and asked to speak to a mgr. Could not transfer my call. Its now August 6th. No calls, no repairs.

  

  Business Response

  Date: 09/01/2024

  Dear BBB,
  
  We would like to provide an update and resolution regarding the complaint submitted by **********************;concerning the installation and performance of the Generac generator.
  
  Our electrical team visited the customer's property on Friday, August 9th, to thoroughly review and confirm that all grounding connections on the lines were properly secured and tightened. Additionally, the gas company conducted a pressure check on Monday, August 12th, to ensure there were no issues with the regulator.
  
  We are pleased to inform you that these tasks were successfully completed, and the generator exercised as scheduled around 4 p.m. on August 12th without any issues. The unit is now fully operational and ready to perform as intended. We do not anticipate any recurrence of the issues that the customer previously experienced.
  
  We sincerely apologize for the delays and inconvenience that *********************** has encountered and appreciate their patience as we worked to resolve these matters.
  
  If there are any further concerns, we remain committed to providing the necessary support to ensure complete satisfaction.
  
  Sincerely,
  
  **********************; 
  Director of Operations  
  Canter Power Systems

  Customer Answer

  Date: 09/11/2024

   I am rejecting this response because:

   

  Ms ****, requesting that my complaint stay open. My brother has been working with ***** ****** to get the issue resolved. He had a death in the family and had to go to ***********.

   

  Therefore, I am rejecting their response. The generator is still not operational. In fact, ***** ****** tried to do a remote start and couldnt. I thought my brother would be back today. He has a very detailed account of all events, texts with several personnel at Canter Power Systems and other pertinent info.

   

  Honestly, I thought I had until today to respond.

  Thank you in advance for your help and playing the part of go between.

  ***** ******

  
  
  

  
  

  

  Business Response

  Date: 09/17/2024

  Dear Ms. ****************** you for your correspondence and for keeping us informed regarding Mr. ***** ******** request to keep the complaint open. We deeply regret the ongoing issues Mr. ****** has experienced and extend our sincere condolences to his family during this difficult time.
  
  At this moment, we understand that Mr. ******** brother, who has been in direct communication with ***** ******, had to temporarily step away from the situation due to a family emergency. We have noted Mr. ******* feedback regarding the generator still not being operational and the unsuccessful remote start attempt.
  We are committed to continuing to work closely with Mr. ****** and his brother to ensure that the generator is fully functional as soon as possible. Our team is prepared to take whatever steps are necessary to resolve the issue. We will also make sure to coordinate with Mr. ******* brother when he is available to ensure nothing is missed in addressing his concerns.
  
  We appreciate your understanding as we navigate this situation and reaffirm our commitment to resolving the matter. We will keep the lines of communication open with Mr. ****** and his family and will provide any necessary updates to the BBB as the situation progresses.
  Thank you for your continued assistance in this matter.
  
  Sincerely,
  **** *******
  Canter Power Systems, LLC

  Customer Answer

  Date: 09/24/2024

   I am rejecting this response because: My generator is still NOT operational since June. In a few days it will be October 1st. Canter Power Systems has made NO attempt to resolve the issue. Phone calls made by my brother and I are not returned. Will follow up with a more detailed explanation.
  
  
  

• Initial Complaint

  Date:07/31/2024

  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.

  The generator we purchased from Canter Power Systems has been a nightmare since purchasing; however, for the past month and a half the generator has been non-operational and Canter Power Systems will not repair it, nor will they return any of my phone calls. The generaator has a mobile link to start it and also a manual button to start the generator to test it and neither of them will work. Additionally the generator shows in the app that the unit has not worked since early June 2024.

  Customer Answer

  Date: 08/01/2024

  Sirs:

  Attached are the documents requested.  If I need to send you the documents for the loan I took out with Green *** for the generator purchase please let me know.

  Regards -

   

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

  

  Business Response

  Date: 08/07/2024

  Dear ************,

   

  I am writing in response to the complaint filed by Ms. ***************** and our response time to repair her generator.

   

  I recently had a conversation with ************ on Monday, August 5, 2024, regarding her recent experience. I understand her frustration and apologized for the inconvenience she faced.

   

  Our technicians are actively working through a backlog of service requests in the area, striving to address all issues as swiftly as possible. When ************ contacted us about the error code, which appeared to be related to the battery, I suggested a solution where she could purchase a new battery and we would reimburse her for the cost even though batteries are not covered under any Generac or Canter Power Systems warranty because they are a consumable product.

   

  ************ proceeded with this suggestion and discovered significant corrosion on the battery cables. This required additional work to replace the cable ends along with the battery. She attempted to reach me to discuss further but unable to connect due to my schedule.  ************ did talk to a member of our AfterCare team to provide instructions on replacing the cable ends.

   

  ************ subsequently sent an invoice totaling over $850, which included charges for labor and materials. While the labor rate was not previously discussed or agreed upon, we recognize the urgency and challenges she faced due to our delayed service. In light of this, we have decided to send her a check for $300 to help cover all costs of materials and additional for her time and effort even though we know there is no way to put a price on that portion.

   

  The immediate issue has been resolved by the customer, and we are still committed to completing the scheduled maintenance as soon as weather and road conditions permit.

   

  We apologize for any inconvenience caused.

   

  Sincerely,

  *********************** Director of Operations

  
  

  Customer Answer

  Date: 08/07/2024

   I am rejecting this response because: They are refusing to pay the invoice in total and they have yet to arrange to have anyone come out to repair the generator.  Canter is an awful company and ************** has not followed through on his promises.
  
  
  

  

  Business Response

  Date: 08/16/2024

  ************,

   

  I want to express our sincere gratitude for choosing Canter Power Systems as your generator dealer. We genuinely appreciate your business. It is clear that we have fallen short of your expectations, and for that, we deeply regret the current situation.

   

  To honor your request, we will make every effort to complete your maintenance on Thursday, August 15th, if that aligns with your schedule and our technician's availability in the area. Please note that no additional funds were allocated in your contract specifically for maintenance. The only additional funds pertained to a Canter warranty. In light of the situation, I am prepared to offer you a refund of $435 or, alternatively, a Generac 10-year extended warranty. This warranty would cover parts, labor, and travel with any certified Generac dealer until September 2032.

   

  In summary, we will terminate our existing contract with you regarding your generator installation. You may choose either a refund or the Generac extended manufacturer warranty, which would be effective from the date your generator was activated. As of now, your generator has 17 run hours, and according to Generacs guidelines, the first maintenance check should occur after 25 hours of operation.

   

  Once youve made your decision, please let me know, and I will promptly take the necessary steps to conclude our relationship. This will finalize any remaining obligations between Canter Power Systems and you at ********************************************

   

  Sincerely,

  Customer Answer

  Date: 08/16/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and I accept it; however, my acceptance is due to the fact that I haven't any other option since not agreeing to accept the 10 year warranty with Canter would result in me in having to contract with another Generac provider for a minimum of $500.00 a year.  As a ADA ******* I am on an extremely limited budget and cannot afford to hire another company.  Further, if I have issues with Canter going forward, I *** once again open a complaint with the BBB.

• Initial Complaint

  Date:07/25/2024

  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.

  I am writing to file a formal complaint against Canterpower Generator for their negligent service and failure to honor their maintenance agreements. I have been a customer since 2021 and have consistently paid over $400 annually for maintenance services to ensure the reliability of my generator.The issues I'm experiencing with Canterpower are as follows:1. Failure to address identified problems: During their last maintenance visit, the technician identified that my generator needed a valve adjustment. A request was submitted, but after 6 weeks, no one had come to address this issue.2. Equipment failure: As a result of their negligence, my generator broke down 3 weeks ago.3. Lack of response: I have been calling Canterpower daily since the breakdown, seeking assistance. Not a single call has been returned.4. Extended power outage: Due to their failure to respond and repair the generator, I have been without power for 4 days as of this writing.5. Breach of service agreement: Despite my faithful payments for maintenance, Canterpower has failed to provide the service I've paid for, leaving me without a functioning generator during a critical time.This situation has caused significant inconvenience and potential financial loss due to food spoilage and inability to work from home. Canterpower's lack of responsiveness and failure to address known issues is unacceptable, especially considering the substantial amount I've invested in their services over the years.I am seeking a full refund of my maintenance fees for the past year, as well as compensation for the days I've been without power. Additionally, I request that Canterpower immediately repair my generator at no additional cost.I hope that through your intervention, this matter can be resolved promptly and fairly. Thank you for your attention to this issue.Sincerely,

  Customer Answer

  Date: 08/04/2024

  I have heard from the business in response to my complaint as an acknowledgement, however, nothing has been done yet. Still waiting for the company to take action

  
  

  

  Business Response

  Date: 08/05/2024

  Dear ************,

   

  I am writing in response to the complaint filed by ********** regarding his generator's performance issues.

   

  I had a detailed conversation with ********** yesterday afternoon. During our discussion, I confirmed that during our maintenance visit on June 18, 2024, we recommended a valve adjustment. This adjustment is a standard procedure during the break-in period to ensure the generator operates optimally over time. It is a tune-up and is not related to the generator's failure on July 18, 2024.

   

  ********** described the events leading up to the generator's malfunction, mentioning that the power had gone on and off several times due to issues with the electric utility. In my experience, such power surges can cause fuses to blow and transfer switch wires to disconnect, preventing the battery from charging. We had a gas partner inspect the site, and they confirmed that the battery was not producing power, which aligns with my diagnosis.

   

  Due to the high volume of repair requests following the recent hurricane, we are currently working through a significant backlog. ************** repair is on our list, and we are prioritizing larger rotor/stator replacements through August 15, 2024, while addressing additional repairs as time permits.

   

  I will continue to collaborate with our scheduling team to expedite this resolution and ensure that ********** is kept informed of our progress.

   

  Thank you for your understanding.

   

  Sincerely,

  *********************** Director of Operations

  
  

• Initial Complaint

  Date:07/20/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a full house generator from Canter Power Systems alittle over 12 months ago. Reason I live in city that averages 21 power outages a year. The generator had performed well until two months ago when it had first service by Canter. Was told all was well. They changed the filter as required. A few weeks later we had another outage. The generator went in and out. They came the following week and said it was the filter that they had just replaced that they received bad batch of filters. New filter placed. Almost 2 weeks ago another power outage. They were called. They came back out yesterday and said the filter was moist and thought it was from tubing not being connected to t tight enough. Then when the generator was tested today. It throwed code e1100 and locked the generator out so now it will not come on. I contacted after hours told them the above and was told they would call us next business day which would be 2 days. I told them we were expecting bad storms and was told they would let technician know and I would be called. I have received no call and at 8:09 pm tonight we had storms and power outage. I did not pay over $12000 dollars for a generator that cant run. And service not being provided as in contract. If generator will not run 24/7 then technician will come out. They will keep it serviced and running.

  

  Business Response

  Date: 07/24/2024

  Good morning ************,
  
  Our operations team has spoken to ****************** and resolved this complaint to her satisfaction.

   

  Please let me know if we need to take any additional actions.

   

  Thank you for your help

   

  ****

• Initial Complaint

  Date:07/10/2024

  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.

  Retention Specialist (*******************) at Canter Power Systems attempted to coerce maintenance payment from me by threatening to cancel my Generac 7-year extended warranty. Canter Power has no authority to cancel my Generac warranty. He harassed me via email and via text messages with a final notice and pressured me to pay Canter Power Systems over $400 dollars for my yearly generator maintenance. I am under no obligation to do business with Canter Power Systems. They were sent by Generac to install my home generator in August 2020 but I was not under contractual agreement to do business with Canter Power System. I did purchase a Generac warranty which states I can pick any Generac authorized dealer to perform my yearly maintenance which keeps the warranty valid.

  Customer Answer

  Date: 07/21/2024

  I have not heard from the business in response to my complaint. I would like to know what steps are being taken in retraining the offender, *******************.

  
  

  

  Business Response

  Date: 08/08/2024

   

  After thoroughly reviewing the text messages and emails exchanged, and discussing the matter with the involved employee, we recognize there was some confusion. However, we believe our teams responses were both sincere and appropriate.

   

  When the incident first occurred, I personally spoke with **************** and expressed my apologies for any distress the situation may have caused her. I made sure to clarify that our maintenance services only impact the warranty provided by Canter Power Systems and do not affect Generacs warranty.

   

  **************** conveyed that she no longer wishes to maintain a relationship with Canter Power Systems. We have respected her wishes by removing her from any future communications and marking her account as inactive.

   

  We regret any inconvenience this may have caused and remain committed to providing clear and respectful communication with all of our customers.

   

  Sincerely,

  Customer Answer

  Date: 08/10/2024

   I am rejecting this response because: I would like a letter of apology directly from ************* stating he was WRONG in attempting to collect on a service that Canter had no contractual agreement !