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:06/17/2024

  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.

  Our Generac Generator has not worked since April 29th when a Canter technician came out to do a regular maintenance service. The Generator was working when he arrived, he made a mistake and burnt up parts of the Generator, he assured me that it was not a problem because it was still under warranty and the parts were in stock to make the repair and that he would make arrangements to be back in a couple of days. First of all warranty or no warranty THEY BROKE IT, it was fine until they serviced it, and 2nd of all... they did not return Until May 20th and only after we began to call constantly, and then it was damaged EVEN MORE, it now has melted parts and cables, so once again we were told they would return to finish the repair. Now it is the 17th of June, they were supposed to come today, they never showed, will not answer the phone all calls are going straight to VM. We have left several messages and have gotten no return call, all I have gotten is a 15k paperweight sitting in my back yard that is non functional while I get to continue to make my payments on it and Canter continues to ignore us. At this point we have reached out to ********** to enlist their help since the original Generator purchase was done through ********** and contracted out to Canter. Canter has advised HD they are making the steps necessary to repair it all the while ignoring us. At this point I want a new Generator that works and hasn't been melted and would like some effort to be made from this company that does not seem to care about their customer. They got paid their 15k so obviously that is where their concern has ended.

  

  Business Response

  Date: 06/18/2024

  Customer Information: ******* & *************************
  ********************************************************
  Daytime Phone: **************
  E-mail: ***********************

  Complaint Involves: Repair Issues

  Customers Summary of the Problem: The generator was operational before the service, but the technician inadvertently damaged parts of it. The technician assured the customer that the issue would be resolved promptly, as the parts were under warranty and readily available. However, there have been significant delays and further complications since then, resulting in additional damage to the generator.

  Internal Communications:

  1. From ***********************:
  • Date: Monday, June 17, 2024
  • ***** has confirmed that we are back on track with the customer. Several team members are involved to ensure the generator issue is resolved by Wednesday, June 19, 2024. The customer is aware of our current status.

  We are committed to resolving this matter promptly and ensuring that the Wamsleys receive the necessary repairs or a replacement generator. We aim to have this issue resolved by Wednesday, June 19, 2024, and will keep you updated on our progress.

  Thank you for your understanding and patience as we work to address these issues.

  Best regards,
  ***********************
  Director of Marketing
  Cell: ************
  Canter Power Systems

  Customer Answer

  Date: 06/18/2024

   I am rejecting this response because: While we did speak to ***** yesterday and a conversation was started about getting the repairs done, we did not receive any follow up today. He did however have SOME of the parts needed for a repair shipped directly to our home as he said he would. My concern is that we received no follow up as when to expect anyone. We relayed our schedules to ***** while discussing the issues at hand and were under the impression that we would be getting additional follow up after he was able to investigate his side a little further. Wednesday was discussed as a day that the repairs may be able to be performed. I am hopeful that the issue will be resolved but due to past history and this not being the first time we have had issues such as this with Canter, I am unable to say I am satisfied. At this point The Generator is still inoperable. Also due to the fact that the last time we had an appointment scheduled with the company they were a no call, no show. So as of now I still consider this issue open. 
  
  

  Customer Answer

  Date: 06/19/2024

  At the time of this response the generator is still unable to be used as the damage was unrepairable. A technician arrived today and worked on the generator for an extended period of time but was unable to correct the situation. We have been told by the representative (*****) from Canter that the Generator will be replaced with a new unit, altho the technician on site provided alternate information. Currently I do not have a time frame that this remedy is to take place but my husband advises he was told it would be done expeditiously. So as of today I am still unable to say that the situation has been remedied. 

  

  Business Response

  Date: 06/21/2024

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

   

  Attached is an email that demonstrates our continued efforts to resolve this issue for the Wamsleys. I will keep you advised as this progresses.

  Customer Answer

  Date: 06/21/2024

  The update on the current Situation is that it is still not resolved. I am unable to open the attached documents so I have no idea what information **************** has provided you with. I can only provide you with the current status from our side. We still have no expected date of resolution. Today **************** had ******* reach out to Generac directly to advise them the generator is not operable. I expressed my concern about this approach with *************** before the call was actually made because I feel at this point they are trying to get Generac to pick up the issue, I advised that it is not OUR RESPONSIBILITY to reach out to Generac we are the end user in this situation, our issue did not come from Generac but from Canter and basicallyI felt like we are now being pushed off onto Generac, *************** assured my husband this was the way the situation needed to be handled so ******* did participate in a direct call with Generac at ******************* direction. ******* was on the call for well over an hour,  ***** ended up stepping out of the call and as I feared ******* was left to speak to Generac on his own and no resolution was reached. At this time we are still in limbo and now have involved ANOTHER party. As of the time of this writing we are no closer to a resolution than we were on Monday June 17th when I submitted this to the BBB. I feel as **************** may say we have taken steps but from our point of view that is not the case. 

  ******************;

  

  Business Response

  Date: 07/03/2024

  We have gotten approval from Generac to replace the generator at the ******* residence.  The replacement will take place next Wednesday, July 10^th.  I spoke to the Wamsleys this morning to go over the details.

  Customer Answer

  Date: 07/03/2024

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

  At this time we are scheduled to have them return to our home on Wednesday July  10th and replace the generator with a new unit. I am happy that we have finally reached an agreement and am hopeful that this time things will go as promised. While I am looking forward to having this issue resolved, due to previous history I still would like this discussion to remain active until the generator is installed and working. Thank you so much for all parties involved for working to get this moving in the right direction and I look forward to the completion. 

• Initial Complaint

  Date:06/12/2024

  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 Generac generator installed by Canter Power Systems in October of 2023 is leaking oil and can't be used. Canter Power Systems was notified May 27th of 2024. I received a call from them on May 31st of 2024 telling me they are reaching out to people to repair it. It is now June 12th of 2024 and I still do not have an appointment for repair. When I call them, I get an answering service, and can only leave my name and number. This Generac generator has a two-year maintenance agreement with a five-year warranty. I have already lost power once. I need my generator repaired.

  

  Business Response

  Date: 07/19/2024

  Dear ************ and ****************,

  We sincerely apologize for the inconvenience and frustration you have experienced with your Generac generator installed by Canter Power Systems. We understand the critical importance of a functional generator, especially during power outages.

  Regarding your complaint:

  • The generator installed in October 2023 is leaking oil and cannot be used.
  • You notified us on May 27, 2024, and received a call from us on May 31, 2024, indicating that we were reaching out to schedule a repair.
  • As of June 12, 2024, you have not received an appointment for the repair.
  • When you call, you reach an answering service and can only leave your name and number.
  • Your Generac generator is under a two-year maintenance agreement with a five-year warranty, and you have already experienced a power outage.

  We acknowledge that our response has been delayed, and we regret any distress this has caused. Our team attempted to coordinate with a partner closer to your location for the repair, but unfortunately, they were not set up to handle such repairs. Due to the geographical challenges, we have been unable to promptly dispatch one of our technicians to your location.

  To address this issue, we are currently coordinating with our newly hired technician in the *********** area to assess his capability for this repair. We are also exploring other options to expedite the service you need.

  We deeply regret the delay and are committed to resolving this matter as quickly as possible. We will ensure that you receive an update within the next 48 hours regarding the scheduling of your repair.

  Once again, we apologize for the inconvenience and appreciate your patience and understanding. If you need further assistance, please feel free to reach out directly.

  We kindly request a variance to show that we did respond to this complaint and are actively working on resolving the issue.

  
  Sincerely,
  
  ***********************
  
  

   

  *********************** Director of Marketing
  	Cell: ************ canterpowersystems.com

  
  

• Initial Complaint

  Date:06/07/2024

  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.

  Approximately three years ago, we purchased a Generac 22KW generator to be installed at our home. This was a significant expense for us with retirement and secretarial wages as our means of financial support. With our advancing ages and declining health, we made this purchase to gain peace of mind. That has not happened.The installation process was lengthy and conflicted.It takes a long time to receive service.The brushes went out on the unit when it was approximately two years old and it did not work for approximately four months requiring numerous calls to Canter Power.We paid for the service contract and received no account credit for the idle unit.We installed gutters and then an awning to protect the generator at the cost of $3,538.The load shedding boxes malfunctioned. We have experienced air conditioning power loss. We have had to crawl into the attic to personally make the adjustments. We have been without cooktop, oven and electrical outlet power. We have incurred air conditioner and electrician service call expenses of $350.We had to dismantle our very heavy double oven, move it and reassemble it because of the malfunctioning load shedding boxes.We were sold equipment that we did not need.We were required to personally adjust equipment and this equipment was installed in the most difficult location to access in the house.Attached is a partial record of our experience. We did not record every conversation as we initially entrusted that we were being cared for. The need to journal these calls was soon realized. As Canter Power records reflect that every call is recorded, there should not be any difficulty finding each call.

  Customer Answer

  Date: 06/10/2024

  RESPONSE TO MESSAGE:

  We would like to be reimbursed for our expenses when we thought the air conditioning was out when in fact it was the load shedding boxes that were malfunctioning

   

  $50.00 to ******* Air Conditioning

  $300.00 to Freedom Electric

   

  The cost of the load shedding boxes since they are not necessary to unit operations.

   

  The cost of the regulators since they are not necessary to unit operations.

   

  We would also like assurance that the mechanics of the unit are not faulty that caused the brushes to go out so quickly after installation.  And we would like consideration for the monitoring time all those months that the unit sat idle.

   

  We realize that this is not a significant expense for GENERAC/CANTER POWER, but it is for us it is.  Retirement wages and secretarial wages do not go far.  And we were truly disheartened when the agency that we though was servicing the unit expected us (68 y/o m and 65 y/o f) to crawl in the attic to check on boxes that were not working properly.

   

  

  Business Response

  Date: 06/14/2024

  Dear Mr. and *****************,
  
  I hope this message finds you well.
  
  Thank you for taking the time to speak with ******************** yesterday today.
  
  He has shared that it  was his pleasure discussing your concerns and working towards a resolution. Here's a brief recap of what was discussed:
  
  *** Devices: I explained the importance of the *** devices, and both you and your electrician friend agreed to keep them active.
  
  Relocation of ***: We will relocate the *** from the attic to outside by the **** disconnect. We will send a work order to our team to handle this.
  
  Reimbursement: We have received the receipts for payments made to other contractors. We will process a reimbursement for these expenses.
  
  Membership Credit: We have applied a $200 credit to your account, which will be applied to next years membership dues.
  
  I appreciate your patience and understanding. If you have any further questions or need additional assistance, please do not hesitate to reach out.
  
  Best regards,
  
  ***********************
  Director of Marketing
  Canter Power

• Initial Complaint

  Date:06/05/2024

  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.

  We have a generator that was purchased through Canter Power Systems. On April 26, 2014 we scheduled routine maintenance. A technician came out and what was supposed to be routine maintenance turned into him stating that there was a manufacturer issue and they would have to replace a part or the generator. The generator was working prior to the technician performing routine maintenance. I have called weekly for updates and when I receive a call back I am told that they will call me with updates which never happens. On May 29, 2014 I called again and was told the part was supposed to arrive that week and someone would call me to schedule repair that week. I never received a call. I called again today (6/5/24) and am still awaiting a return call.

  Customer Answer

  Date: 06/16/2024

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

  
  

  

  Business Response

  Date: 06/18/2024

  I am writing to update you on the status of the BBB complaint filed by *************************. Our team is actively working to resolve this issue and has been in communication with the customer to arrange a suitable time for further discussion.

  Customer Information: *************************
  ***********************************************************************************
  Daytime Phone: **************
  E-mail: *****************************

  Complaint Involves: Repair Issues

  Customers Statement of the Problem: The customer reported that their generator, purchased through Canter Power Systems, was functioning properly until a routine maintenance service on April 26, 2024. During this service, a technician identified a manufacturer issue requiring part replacement. The customer has experienced delays and inconsistent communication regarding the repair status. Despite multiple follow-up calls, the customer has not received timely updates or the necessary repairs.

  Internal Communications:

  1. From ***********************:
  • Date: Monday, June 17, 2024
  • ***** has attempted to contact the customer via phone and email. After leaving a voicemail, the customer responded, and they are currently arranging a time to discuss the issue further after 5 pm tomorrow.

  Our Action Plan: We have taken immediate steps to ensure clear and consistent communication with the customer. We are arranging a discussion to understand their concerns fully and provide a timely resolution. Our goal is to expedite the part replacement or any necessary repairs to restore the generator's functionality as soon as possible.

  We are committed to resolving this matter promptly and keeping you updated on our progress.

  Thank you for your understanding and patience as we address this issue.

  Best regards,

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

   

  Customer Answer

  Date: 07/03/2024

   I am rejecting this response because:  

  Good afternoon,

  The technicians came out Monday to replace the engine, and I was informed that they did not send the proper bolts to complete the repair. They overnighted the bolts and returned today to complete repairs. We were told today that once they checked the engine, the fly wheel was cracked and is unable to be repaired. Therefore, the generator is still not working. I am now being informed that they are contacting the manufacturer to get another new part. The complaint is still unresolved, and unfortunately we still do not have a working generator. I will keep you informed of any new updates that I receive. Thank you for your attention to this matter. I appreciate the case remaining open. 

  Sent from my iPhone

  
  
  
  
  
  

  

  Business Response

  Date: 07/09/2024

  Dear ****************,
  We sincerely apologize for the inconvenience and frustration you have experienced with the maintenance and repair of your generator. We understand how important a reliable generator is for your home and regret the delays in communication and service.
  
  To provide you with a clear update on our efforts to resolve this issue:
  
  7/1: Our technician visited to replace the engine, but Generac sent the wrong bolts. Our Quality Control manager overnighted the correct bolts from an engine in **********, **. We coordinated with Generac while on-site to expedite the process.
  
  7/2: Our technician returned to complete the engine replacement. Unfortunately, the flywheel inside the engine was not assembled correctly and broke upon startup. We contacted Generac again with you present to arrange for a new flywheel.
  
  7/5: We attempted to return with the new flywheel to complete the repair. However, due to an incoming thunderstorm, we had to postpone the work to avoid damage to parts on the ground. Additionally, our technician's National Guard deployment requirement further delayed the service date.
  
  7/8: Despite the ongoing hurricane, we have scheduled another technician to be in your area during the week of 7/15. We will finalize the schedule this week and communicate the exact date to you as soon as possible.
  
  We are deeply sorry for not meeting your expectations and for the lack of timely updates. Please rest assured that we are committed to resolving this issue promptly and ensuring your generator functions reliably. Your patience and understanding during this challenging time are greatly appreciated.
  
  Thank you for bringing this to our attention, and we will do everything we can to regain your trust.
  
  Sincerely,
  The Canter Power Team
  

  Customer Answer

  Date: 07/12/2024

   I am rejecting this response because: the generator is still not repaired. I understand the delay due to the hurricane but the company did not inform me of this. The last communication I received, the company stated someone would call me at the beginning of the week on July 8. I do not have faith that the company will call me and make good on their commitment to repair the generator next week. I hope they prove me wrong. 
  
  
  

  Customer Answer

  Date: 07/17/2024

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

  Good afternoon, I wanted to provide you an update on the generator issue that we have had. The repairs were completed today as promised. *********************** kept his word once he was involved and kept in contact with me until repairs were completed and included maintenance through 2025. I am satisfied with the outcome. I am just sorry that it took getting the Better Business Bureau involved to get it accomplished. Thank you for your time and attention to this matter. It has been a pleasure working with you. 

  Sent from my iPhone

• Initial Complaint

  Date:05/29/2024

  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.

  Purchased a generator thru ********** and Canter was the installer upfront they were very professional and courteous once it came time to do the warranty services they would take payment then not show up for weeks once over a month this year we had some questions concerning the warranty when they reached out to us about it left several messages thru there answering service and did not get one call back from them so we decided to use a local Generac installer in the area we live and the found that the generator was not installed properly again we have left several messages concerning this and still have not heard anything from Canter Power Systems

  

  Business Response

  Date: 06/03/2024

  Dear Mr. ************* sincerely apologize for the frustration and inconvenience you have experienced regarding the installation and servicing of your generator.
  
  Upon reviewing your case, it is clear that we have not met your expectations in terms of communication and timely service. We understand the critical importance of having a properly installed and functioning generator, and we deeply regret the stress this situation has caused you.
  
  We would like to clarify that our initial installation in 2020 adhered to the national codes and manufacturer requirements at that time. The manual from the installation period (attached) does not reference the gas line needing to be horizontal, nor does it specify a distance from the gas meter regulator. However, we acknowledge that newer installation manuals, post-2022, include these specifications.
  
  Regarding the twisted flex line, we are actively working to address and rectify this issue. ***********************, our Director of Operations, has been in contact with you and is committed to ensuring the proper resolution of this matter. We are also awaiting the assessment from the new inspector to determine any further necessary actions.
  
  We appreciate your patience as we work through this process and assure you that we are dedicated to resolving your concerns promptly. Our goal is to regain your trust and provide the reliable service you expect from Canter Power Systems.
  
  If you have any further questions or need additional assistance, please do not hesitate to reach out to us directly.
  
  Thank you for bringing this matter to our attention.
  
  Sincerely,
  ***********************
  Director of Marketing
  ************
  
  

  Customer Answer

  Date: 06/12/2024

   I am rejecting this response because:
  
  

  *******

         Concerning complaint ******** Canter Power Systems agreed to take care of the twisted gas line on our generator that was installed incorrectly I spoke with a *********************** on 6/6/24 and said he was working on sending someone out and would call me with that info by end of business on 6/7/24 as of today 6/12/24 I have not received a call back I attempted to call them and left a message yesterday but also have not received a call back I also have attached pictures to reference the concern and also the installation manual that came with our generator stating on how the hose should be installed  this is in dispute of a manual that they posted on the complaint originally that is from an earlier model that does not reference the one owned by me again in closing we are just looking to have the hose installed correctly 

   

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

  
  

  

  Business Response

  Date: 06/21/2024

  Hello ************

   

  We are still trying to resolve this complaint from Mr. *************

   

  Below is the most recent communication.

   

  Thank you for your patience and understanding.

   

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

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

  *********************** Director of Marketing
  	Cell: ************ canterpowersystems.com
  Home DepotService Provider of the Year

  
  
  

  ---

  From: ********************* <*******************>
  Sent: Thursday, June 20, 2024 7:03:34 PM
  To: *********************** <**********************************>
  Cc: *********************** <***********************************>
  Subject: Re: Canter Power Systems

   

  Good *****,

          Sorry I missed your call be more than happy to answer your questions when we converse Im available tomorrow 6/ 21 /24 between the hours of 12pm to 2pm you can call me then look forward to speaking to you to hope fully get this wrapped up 

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

   

  Get Outlook for iOS

  ---

  From: *********************** <**********************************>
  Sent: Thursday, June 20, 2024 6:17:46 PM
  To: ********************* <*******************>
  Cc: *********************** <***********************************>
  Subject: Canter Power Systems

   

  Hey Mr. ***********

   

  Im catching up on some information received last week while I was out and I just tried calling but had to leave a voicemail.  Previously, when we spoke the gas flex line to your generator was not installed horizontally.  Looking back at our original pictures versus the one you shared, I have some additional questions to clarify when you have a chance.

   

  This was our picture from installation of the gas line.  It is not horizontal like we discussed but with shortening the ****** coming out of the generator, we should be able to straighten. 

   

   

  The picture you sent shows a regulator installed and possible a tap off the generator gas line.  Did you have an additional gas line appliance installed?  Did you upgrade  the pressure from your gas meter?

   

   

   

  Thank you in advance for answering the questions above as it will help us determining what needs to be done to make sure your generator is fully functioning when you need it in an outage.

   

  Sincerely,

  *********************** Director of Operations
  	Cell: ************ canterpowersystems.com
  Home DepotService Provider of the Year

   

  

  Business Response

  Date: 06/21/2024

  Dear ************

   

  **************** has resolved the issue of misunderstanding and circumstances beyond our control in the complaint from Mr. ******************

  Please see below.

   

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

   

   

  @*********************** that you for your diligence and professionalism.

   

  *********************** Director of Marketing
  	Cell: ************ canterpowersystems.com
  Home DepotService Provider of the Year

  
  
  

  From: *********************** <**********************************>
  Date: Friday, June 21, 2024 at 12:59 PM
  To: '*********************' <*******************>
  Cc: *********************** <***********************************>
  Subject: RE: Canter Power Systems

  Hey Mr. ******************

   

  Thank you for your time this afternoon and let me know if there is any additional support Canter can provide.

   

  As a quick summary there was additional work done at the home to add a pool heater.  The pool heater is tapped off the generator line which is not a problem but the new valve and regulator installed by your plumber have left no piping left that we can shorten and straighten the flex line.  If you would like to proceed with us moving the generator out far enough to provide 5 feet of gas piping before the regulator and straighten the flex hose completely and extend the electrical, please let me know.

   

  Also, I want to apologize for the technician that visited your home last week and they way they conducted themselves on behalf of Canter Power Systems.  *** contacted them for immediate feedback and want to personally apologize to your wife for how it was handled.

   

  Sincerely,

  Customer Answer

  Date: 06/21/2024

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

• Initial Complaint

  Date:05/22/2024

  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.

  My Generac generator which is under warranty by Canter Systems has not worked since February 2024 and Canter has sent multiple tech out to fix the problem but the tech noted Canter had not installed the starter motor correctly and the bolts broke off in the engine block. Multiple tech have come to repair the generator and the last two said it was not reparable and it had to be replaced and that since it was under warranty Canter would replace it. I have now been out of a backup generator for nearly 1/3 of a year and they have not fixed the problem (say it is unfixable) and they have not replaced the generator. My wife and I are up in years and are counting on this backup generator and Canter has been almost impossible to get a response from in terms of how they will fix this problem.

  Customer Answer

  Date: 06/03/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and I accept it.  They came within two days of your contacting me and put in a new motor for the Generac generator and made sure it was running properly. It was replaced under warranty.  The reason for my complaint was my wife and I were without a backup generator for 4 months and they could not fix the problem in a timely  time frame.  

   

  Many thanks for all your help.

   

  ****************************;

• Initial Complaint

  Date:05/16/2024

  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.

  On March 22nd 2024 our Canter power systems generator stopped communicating from the mobile link device/app. On the same day I called the Canter hotline, and was told I would be called for further management of the issue. While waiting, I got on the mobile link app and called the hotline available and attempted to answer the questions the representative had. After 45 mins of discussion, he reported that he believes the mobile link station connected to the generator is faulty and needs to be replaced. At the time of inquiry, I was under a 2 year "peace of mind guarantee" which covers the part/ service.The following week March 25th, I was told by a canter representative that I would be hearing from someone by that Wednesday (March 27th) with further correspondence to possibly set a service call. After not hearing anything, back I decided to call and I was told the same thing (that someone would be in touch). On April 1st, I sent email correspondence to the representative who is the remote monitoring coordinator. After not hearing anything back from her, I resent the email 5 days later to follow up. I was told on April 6th that "we are in the process of scheduling a technician to come to my area" and that id get an email verifying.Nine days later April 16th I had still not been contacted by phone or email so I emailed her asking which email address I should be looking out for so i can check spam, junk etc. On the same day (April 16th) she replied stating that they are a technician down and they are re-figuring someone being sent from ******13 days pass without correspondence on scheduling. So I emailed again on April 29th (38 days after device stopped working) discussing my concerns. I have paid thousands of dollars cash for a generator, its warranty, service, and the communication device that directly warns canter about any service problems. I was told on May 1st that I was still not assigned a tech. It is May 16th, no change or resolve or call for repair.

  Customer Answer

  Date: 05/27/2024

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

  
  

  

  Business Response

  Date: 06/03/2024

  Dear ******************,
  We sincerely apologize for the frustration and inconvenience you have experienced with the communication issue of your generator and the delays in addressing it.
  Upon reviewing your case, it is clear that we fell short in providing the timely and transparent updates you deserve.

  We understand the critical importance of having a reliable generator and the peace of mind that comes with effective communication through the Mobile Link device.
  We acknowledge that the delays and lack of consistent communication have been a significant source of stress.
  
  The Mobile Link devices have been on back order from Generac for almost 1 year and unfortunately, we still do not have any shipments.

  We are hopeful to receive them by the end of this month but currently have no tracking information.

  Our representative, Javae, communicated this situation to you multiple times and assured you that this issue does not affect the operation of your generator.

  We deeply regret the anxiety and inconvenience this situation has caused.

  We understand that timely updates are crucial, and we are working diligently to improve our communication processes and expedite the resolution of such issues.
  
  As a Canter Power customer, you are always covered by the Inconvenience Guarantee. If at any time you experience a loss of power for more than 4 hours, we will reimburse you up to $150 per night for expenses to stay in a hotel until your power is restored. Please refer to: ***************************************************************************************.
  
  We appreciate your patience and understanding throughout this process. If you have any further questions or need additional assistance, please do not hesitate to reach out to us directly. We are committed to ensuring your satisfaction and the reliable operation of your generator.

  
  Thank you for bringing this matter to our attention, and we hope to regain your trust.

  
  Sincerely,

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

  
  

  Customer Answer

  Date: 06/04/2024

   I am rejecting this response because:
  Firstly, I appreciate your apologies about how untimely this repair is continuing to take, the miscommunication that canter staff have exhibited through this experience, and the inconvenience this has caused. Unfortunately, an apology does not fix the mobile link device, or the communication that Mobile Link provides to Canter when there is an issue with our generator. We paid over ****** dollars (without financing) for our generator, its warranty, and that included the mobile link device. ********************** should be more concerned that our mobile link does not alert the customer/me or my family when we have to alert Canter about an issue with our generator. Frustratingly, the facts are that our device has not been repaired since March, a technician has never been to our home to trouble shoot in person, or called/emailed for service. In addition, there is a communication "wall" of going through staff that tell you one thing (like there is no local technicians to replace it) and now you are the first person to communicate "the part is on back order for a year."

  It is not commendable to hear different excuses to why a company can not simply replace a communication device that customers can ****** search and buy the same replacement online.  A simpler, more efficient, and timely resolve to this matter would be for Canter to use their assets to resource from a different supplier, or reimburse the customer for their expense to buy the replacement, and have a Canter tech call the customer (if one is actually available in *********) to install the product for contract and warranty purposes. 

  If there is a device back order with such an extensive time frame, then the company may want to communicate that to its customers publicly so they do not have false pretenses of getting what they have paid for or a repair on a malfunctioned part in a timely manner. 

  Another suggestion for resolve is to extend the mobile link communication fees associated with the service we are not currently receiving.

  Can you please clarify if there is not a Canter certified technician available in ********* at this time for repairs and maintenance? If Canter is not capable of supplying a mobile link device in a timely manner prior to hurricane season then at the very least reimbursement for another generac ML device should be taken care of with an available technician to install it.
  

  I appreciate your time and consideration with the above listed suggestions to resolve this issue without having to wait for an undetermined shipment of ML devices or unavailable staff for repair.

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

  

  Business Response

  Date: 06/27/2024

  Dear ************,
  I hope this message finds you well.
  I am writing to update you on the status of the BBB complaint filed by *****************************. We have taken the following steps to address her concerns:
  On June 26, our service technician replaced the remote monitoring device.
  We have authorized a $100 Gift Card to be sent to ***************************** as a gesture of goodwill and appreciation for her patience.
  We are committed to providing the highest level of service and ensuring the satisfaction of our customers. If there are any further issues or additional information required, please do not hesitate to contact us.
  Thank you for your understanding and assistance in this matter.
  Best regards,

  Customer Answer

  Date: 06/28/2024

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

  Canter,

  Thank you for taking care of the mobile link replacement. The technician was very professional and kind. I appreciate the gift card and the gesture. We are pleased this was taken care of before any major hurricane. 

• Initial Complaint

  Date:05/14/2024

  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.

  I have an annual service. However generator is not working. I have contacted local Cantor company 5 times in the last month and no one has returned my call or scheduled service. Calls appear to go to an answering service. They take my information and promise a call back which never happens.

  

  Business Response

  Date: 05/14/2024

  Dear ********************,
  
  Thank you for sharing your feedback.
  We sincerely apologize for the inconvenience and frustration youve experienced with our communication and service.
  This is not the standard of service we strive to provide.
  We understand how important timely communication and scheduling are, especially when it comes to maintenance and the reliability of your generators.
  Your comments highlight significant areas where we need to improve, and we are committed to addressing these issues immediately.
  
  We sincerely appreciate the opportunity to make this right.
  Upon further investigation, our Aftercare service manager, **********************;informed me that the service of your generatorI will be taking place this Friday 17, 2024 at your home address.
  
  If you have any questions or concerns please feel free to reach out to ******************** at ************ or ************************************.
  
  Again, we apologize for the inconvenience and thank you for bringing this to our attention. We value your business and hope to regain your trust.
  
  ***********************
  Director of Marketing
  Canter Power

• Initial Complaint

  Date:05/09/2024

  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.

  I am highly upset, It seems that canter and I are playing phone tag. I really need to speak with supervisor and manager about someone being held accountable and compensating me for not having power or support during a power outage for 8 hours with the generac generator. I have been calling 16 times since 11pm cst May 8th until now with no response from a technician or a supervisor. Ive tried their cell and direct line. No answer only voice mail. If the generators are so reliable why is there a high call volume to support and no one helping the customers on time? The generators and support and monitoring process must be very defective and broken. Please help me understand why no one, technician's or managers , responded to my urgent calls after hours between 11pm May 8th until 8am May 9th. This is not acceptable. I thought support was 365 24/7? I didnt have generator power or support from canter all of that time after hours. Considering the cost of the generator and support and monitoring, neither, the generator or support monitoring wasnt there when I needed it the most. I purchased the generator, support and monitoring for backup and now I get this crappy support and monitoring with delays and no responses. Please investigate and repair the support and monitoring and quickly get a technician out to my home ASAP! To check and repair the generator for any issues. No technician has contacted me.Again, I am not feeling safe and confidant right now that this large investment (generator, support and monitoring) is protecting me. I am very concerned that this situation will happen again, with no response from support and monitoring.

  

  Business Response

  Date: 06/03/2024

  Dear ********************,
  We sincerely apologize for the frustration and inconvenience you experienced during the power outage on May 9th. We understand the critical importance of reliable support and a functioning generator, especially during emergencies.
  
  Upon reviewing your case, we found that our team did respond to your calls promptly. However, it appears that a call blocker prevented our calls from reaching you directly. Our technician did reach out right away and visited your home the very next day.
  
  During the visit, our technician discovered that the issue stemmed from extremely low gas pressure supplied by the utility company. After adjusting the gas pressure, your generator has been functioning correctly. We deeply regret the anxiety and concern this situation caused you and want to assure you that we take your feedback seriously. We have reviewed our processes to prevent such communication issues in the future and to ensure our support meets your expectations.
  
  As a Canter Power customer you are always covered by the Inconvenience Guarantee. So if at any time you experience a loss of power for more than 4 hours, we will reimburse you up to $150 per night for expenses to stay in a hotel until your power is restored. Please refer to: ***************************************************************************************
  
  If you have any further concerns or need additional assistance, please do not hesitate to contact us.
  We are committed to ensuring your satisfaction and the reliable operation of your generator.
  
  Sincerely,
  ***********************
  Director of Marketing
  ************

• Initial Complaint

  Date:05/08/2024

  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 April 3, 2024, I paid Canter $2,369.25 to order parts to repair the generator at my home. Putting aside it took us close to a month to get someone on the phone and get the parts ordered, we STILL cannot get anyone to give us an answer as to whether the parts have been received by Canter and WHEN they will be able to put us on the schedule to perform the repair. We have called daily for the last 2 weeks and have been told they will "put notes in that we called but are unable to provide us with an update and cannot transfer the call to another department." We have also been told we will be contacted by the regional manager the next day because we have not been able to obtain ANY information. We have NEVER received a phone call back. It appears we will need to file a dispute with our bank for the return of ours funds as I cannot imagine how long this company intends to hold our money without taking any action including returning our phone calls. We have been unable to put our house on the market because we have downed propane tanks which we cannot have lifted until they can be reconnected to a working generator. I will be publishing this business' poor practices throughout the internet to let people know what kind of a company they are.

  

  Business Response

  Date: 06/03/2024

  Dear ******************,
  
  We sincerely apologize for the frustration and inconvenience you have experienced regarding the repair of your generator.
  
  We understand your concern about the delay and lack of communication. We strive to provide timely and transparent updates to our customers, and it's clear we fell short in this instance.
  
  However, I would like to clarify that we were upfront about the time it takes to receive major components from Generac.
  
  Once the parts were shipped and received by our local technician, we promptly scheduled and completed the repair on Wednesday, May 15th. We regret any distress this delay may have caused, especially given your circumstances with the property.
  
  As you are aware, your generator is now fully operational, and our remote monitoring team will maintain a close watch on your system.
  
  In the event you ever experience a power outage that lasts for more than 4 hours, as a Canter Power customer, you are always covered by the Inconvenience Guarantee.
  If at any time you experience a loss of power for more than 4 hours, we will reimburse you up to $150 per night for expenses to stay in a hotel until your power is restored.
  Please refer to: ***************************************************************************************.
  
  We appreciate your patience and understanding throughout this process. If you have any further questions or need additional assistance, please do not hesitate to reach out to us directly.
  
  Thank you for bringing this matter to our attention, and we hope to regain your trust.
  
  Sincerely,
  ***********************
  Director of Marketing
  ************