Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:12/11/2023

  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 2 generators several months ago from Canter. While selling me they were “Johnny on the Spot” when it came to returning my calls and e-mails. However, their customer service is an absolute joke. I have a problem with one of the generators. Over the past four days I have talked to three different people in their call center that are empowered to only take a message for someone to call me back to help with the problem. In addition, I called the sales guy I dealt with and he won’t call me back either. Finally, I called a main number and the recording I got was that I would receive a call back by end of day. It has been four days and I have yet to receive a call back. I think these people are scam artists as they only respond when try to sell you something, but after the sale they cannot be contacted. I would appreciate an immediate call back to help me and to explain why their customer service is so poor.

  

  Business Response

  Date: 12/18/2023

  Hello Ms. ****-

   

  Mr. *********’s case has been resolved. Our service team cleared up the issue he had.
  We have left him a message to contact us if he ever has additional questions.

   

   

   

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

• Initial Complaint

  Date:11/29/2023

  Type:Billing 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 signed a contract and paid a 50% deposit in August 2023. I was told that the installation would occur in October or November of 2023. Now I’m finally hearing from a different company after no return calls from Canter that installation will occur in late February of 24. I have no idea who this other company is and just want a refund so I can find another company to install the generator.

  

  Business Response

  Date: 12/06/2023

  Dear Ms. ****,

   

  Thank you for your role in facilitating communication regarding the concerns raised by Mr. **** ******** in complaint ID ********.

   

  We would like to update you on the status of this matter.

   

  Our team promptly reached out to Mr. ******** on Monday afternoon to directly address his concerns about the installation timeline of his generator. During this conversation, we clarified the situation surrounding the delay and the change in the installation company.

   

  Mr. ******** was informed that ******, the company now scheduled to perform the installation, is a recent acquisition of ours in Florida, brought on board specifically to enhance our service capacity and installation expertise in the region. We have been diligently working to integrate the ****** team into our operations, including comprehensive training to handle projects aligned with our high standards and customer expectations.

   

  We understand Mr. ********'s concerns regarding the revised installation date and the introduction of ******. We have explained to him that this strategic decision was made to ensure the quality and timeliness of his generator installation. Following our discussion, Mr. ******** agreed to proceed with the project under the new timeline, allowing ******, under our management and training, to complete the installation in February.

   

  We deeply regret any inconvenience Mr. ******** experienced due to the initial lack of communication and the shift in installation schedules. We are confident that the measures we've taken with ****** will prevent such issues in the future and improve our overall customer service experience.

   

  We appreciate Mr. ********'s patience and understanding as we move forward to fulfill his installation with the professionalism and attention to detail that he, and all our customers, deserve.

   

  Please feel free to reach out if there are any further details or actions required from our end.

   

  Warm regards,

   

  Joel ******* Director of Marketing

  
  

• Initial Complaint

  Date:10/24/2023

  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.

  Oct. 5,2023 a woman by the name of Haley called from ************. I answered only after hearing her message saying she was with Canter Power calling about our annual maintenance.Her number did not identify as Canter. She stated we needed to pay $352.03 so she could schedule our maintenance. I stated I do not pay over the phone, but we could set up an appointment and I would pay when they came. She stated that was not the company policy we had to pay before she could schedule. Thinking this was a scam, I told her I would call back to schedule. She stated I needed to schedule before the end of year or my warranty would be voided. I hung up and called the Canter Power number ************. It routed right back to Haley. I explained to her I felt this was a scam. I do not pay for a service before I get it. She said it was company policy. Oct. 12,2023 I called Haley and gave her my credit card info to schedule an appoint. After taking the info she said a tech would call me 30 to 45 days to do the maintenance and she would mail me my receipt. Monday Oct. 16th,2023 I received and invoice from Canter power Systems, It showed Legacy W/O Monitoring total of $352.03 paid 10/12/2023 balance 0.00. On invoice it states that I agree all work performed by contractor was satisfactory. I have not even been given a maintenance date. I call the number on the invoice ************ and talked to Jim. He stated this is how their software program works. I stated my dislike for the software and I felt I was being scammed paying for something I have not received. All he said was he was sorry. I fell like Canter should not charge their customers before a service is performed especially 30 to 45 days. out. I still think this is a scam. I have nothing showing when they are suppose to come to my house to service my generator. If they never come, I have nothing to show.

  

  Business Response

  Date: 11/03/2023

  Subject: Response to your BBB Complaint and ********* on Canter Power Services
  
  Dear Ms. *******,
  
  First and foremost, I would like to extend our sincerest apologies for the confusion and apprehension you've felt regarding the scheduling and payment for your maintenance service.
  
  We understand your concerns, and it is of paramount importance to us that we address them properly and transparently.
  
  Our records do indicate that your service was successfully completed on October 27, 2023.
  We genuinely apologize for any inconvenience or perceived miscommunication that might have occurred leading up to that service.
  
  We recognize and genuinely appreciate your long-standing trust in Canter Power.We deeply regret that recent interactions have caused some disruption to this trust. We are ever-committed to ensuring our valued customers, such as yourself, feel confident and secure in our services.
  
  To provide some context, we recently embarked on a significant overhaul of our service and maintenance computer systems, transitioning to a new platform designed to streamline processes and better serve our widespread customer base across 11 states. This transition, while aimed at enhancing our efficiency, has unveiled a few unforeseen challenges. Your experience highlighted a flaw in our system – and for that discovery, we are genuinely grateful.
  
  Your feedback is invaluable, and rest assured, we've taken immediate actions to rectify the problem and ensure that such miscommunications are avoided in the future. Communication with our clients has always been at the core of our service ethos. We sincerely apologize for any lapses that occurred in this regard.
  
  Please understand that this was not reflective of our standard practices or the level of care we strive to provide.
  
  Moving forward, we are committed to further refining our processes, bolstering our communication channels, and ensuring that our customers are always kept in the loop with complete clarity. Thank you for bringing this to our attention. Your feedback is instrumental in helping us improve.
  
  We hope to continue serving you with the quality and reliability that Canter Power Systems is known for.
  
  Warm regards,
  
  Customer Relations Team
  Canter Power Systems

• Initial Complaint

  Date:09/25/2023

  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.

  Contract signed 6/2/2023. Large 50% deposit made.
  HOA approval obtained 7/18/2023
  Electric and Gas permits obtained between 8/1/2023-8/16/2023
  
  We want to complete the installation of the generator we paid so much money for. They spent 6+ weeks with the runaround trying to get me “scheduled”. After many complaints, I finally got scheduled last week for plumbers 9/21 and electricians 9/22. Plumbers came. Electricians did not.
  
  Attempts to contact the company to get an understanding of what’s happened and what’s next have all failed. I’ve called, I’ve sent texts, I’ve left messages for their answering service. I learned today from our sales rep that our account rep is no longer available and waiting for someone else to be assigned our contract.
  
  They indicated 45-60 days for installation from signing contract. Next Monday will be 4 months, and we still don’t have anything scheduled to complete this installation.

  

  Business Response

  Date: 11/03/2023

  Hi Ms. ****-

   

  I was drafting a response but the disposition has changed on this complaint and I can no longer respond.

   

  Ms. ********’s job was completed on 10-18-2023 and she has signed the terms and conditions accepting the work was performed according to the terms of the contract.

   

  Attached is a screenshot of the orders details.

• Initial Complaint

  Date:09/18/2023

  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.

  I purchased a ******* home generator from Canter power systems in October 2022.
  
  Since the installation of the unit it has never worked properly. I have had at least 6-7 service calls to get the generator running.
  
  Each time I call Canter it is a two week turn around time to get a technician out to service the unit. The last service tech (George) was out on 9/6/23 and serviced the unit. It is now 9/18/23 and the unit is not working again.
  
  I have spoken with the customer service teams and also a supervisor several times and get the same answer. “George is the best and will take care of this”
  
  The issue has been ongoing for almost a year with no resolution in sight.
  
  The supervisor and Customer service rep confirmed that I should not be having this many issues in this short time frame.
  
  This generator has not worked properly since being installed and canter is not working to resolve the problem.

  

  Business Response

  Date: 11/03/2023

  Subject: Resolution of Your ******* Home Generator Concerns
  
  Dear Mr. *******,
  
  I hope this message finds you well. We are reaching out regarding your recent concerns with the ******* home generator purchased from Canter Power Systems and the subsequent service you have received.
  
  First and foremost, we wish to extend our sincerest apologies for the repeated difficulties you've encountered with your unit. It is clear that the level of service has not met the high standards we set for customer satisfaction and product reliability. The frequency of the issues and the inconvenience caused are deeply regrettable.
  
  Upon reviewing the history of your service calls, we acknowledge that the time taken to resolve the malfunctions of your generator has been unacceptably prolonged. We understand that the assurance of having a reliable backup power source has been compromised, which is contrary to the peace of mind we aim to provide our customers.
  
  Our records indicate that an engine replacement was carried out in September 2022, which unfortunately did not resolve the subsequent issues with the monitoring signal and battery that you have experienced. It appears that the root cause was elusive until a more thorough investigation was conducted, which should have been initiated sooner.
  
  We are relieved to report that our senior technician, George, who attended your latest service call, has identified and corrected a critical issue with the grounding strap. This connection is vital for the generator's operation, and it is now clear that its malfunction was a key factor in the troubles you've faced.
  
  George has ensured that the ground strap is now securely and properly connected, addressing the overarching issue that has led to this series of faults. We trust that this solution will prevent any further similar occurrences and that your generator will function consistently as expected moving forward.
  
  We are pleased to hear that George's visit has restored your generator to full operation and that you are satisfied with the outcome. Nevertheless, we recognize that it took far too long to reach this point, and for that, we are truly sorry.
  
  As a gesture of our commitment to you and in recognition of the inconvenience you have suffered, we are extending your current warranty by an additional year at no extra cost. Furthermore, we will be implementing a direct line of communication for any future concerns, providing you with expedited service.
  
  Your confidence in our products and services is very important to us, and we are dedicated to ensuring that your experience with Canter Power Systems reflects the quality and dependability that our customers should always expect.
  
  Please do not hesitate to reach out to us directly if you have any further questions or require additional assistance.
  
  Warm regards,
  
  The Canter Power Team

• Initial Complaint

  Date:07/17/2023

  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.

  Date of Trans: 4/19/22 & 6/21/22 through **** *****
  Amt: $6,900.41 & $6,900.41
  Generator Installation and Maintenance Warranty for 5 years
  After initial call for repairs the beginning of June 2023, a subcontractor was sent to work on the non-working generator. A subcontractor came to repair the generator on June 29, 2023. After 3-4 hours, he told us the brush was worn and needed to be replaced. He left the generator partly disassembled & told us he would come back to repair it, but needed ok from Canter to return. We contacted Canter that afternoon (6/29/23) and were told they would get back with us. We contacted Canter again 7/11/23 and were told they would get back with us. We contacted Canter again today (July 17,2023) and left a message. We do not feel this company is willing to honor their warranty and fix our generator. Our generator is currently partly disassembled.

  Customer Answer

  Date: 07/28/2023

  We have heard back from Canter and they sent a subcontractor who worked with Generac to diagnose the problem.  The subcontractor said Generac will ship the part needed for the repair via truck and they should receive it in 2 weeks.  After they receive the part, they will contact us to schedule the repair.  We are hopeful to have a good resolution to the problem. 

  

  Business Response

  Date: 08/31/2023

  Response to BBB Complaint
  Dated July 17, 2023:
  
  Subject:
  Resolution of Customer Complaint ********
  Concerning Warranty and Repair Services
  
  To the Better Business Bureau and to our valued customer, Mr. ****** **********:
  
  We would like to address the complaint filed on July 17, 2023, concerning warranty and repair services provided to one of our customers for their Canter Power generator.
  
  First and foremost, we apologize for the delays and inconvenience experienced by our customer. Upon receipt of the complaint, our team promptly engaged in actions to rectify the situation. The specific timeline of our response and actions taken are detailed in our internal records.
  
  Key Actions:
  
  1. We identified the cause of the problem with the generator, which was indeed related to a worn brush as initially diagnosed.
  2. Through collaboration with Generac, the necessary parts for the repair were identified and ordered. 
  3. Our subcontractor was dispatched to diagnose the issue further and confirm the parts needed.
  4. Our customer has been kept informed at every step of the process to ensure full transparency.
  5. As of August 31, 2023, the generator has been fully repaired and is now functioning correctly.
  
  We are pleased to note that the issue has been resolved to the customer's satisfaction. We understand the critical importance of swift and effective after-sales service, particularly when it comes to essential home infrastructure like power generators. We take this incident as a learning experience and will be working to improve our customer communication and service scheduling protocols to prevent such delays in the future.
  
  Thank you for providing a platform where customers can voice their concerns, allowing us to address and rectify them in a timely manner. We remain open to further inquiries or clarifications regarding this matter.
  
  Warm regards,
  
  Joel B******
  Director
  Canter Power Systems, LLC

  Customer Answer

  Date: 09/01/2023

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

• Initial Complaint

  Date:07/09/2023

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  In late November of last year, I reached out to this company for an estimate on installing a generator. As you may know, rolling blackouts and power shortages are a common problem in *****, and my house includes an elderly widow battling cancer. At any rate, the salesperson that performed told me the house was compatible with their generator and the estimated time for complete install was at 6-8 weeks. I had another quote that was closer to 6-8 months, so the timing was a big selling point for me. Additionally, I flat out asked the salesperson if there were any “hidden” costs or additional costs I should be concerned about, and he told me “No.” That the estimate he provided for me was the “all-in cost.”
  
  Long story short, not only was the timing estimate a complete lie (it is now July of the next year), but I was also informed after several months of various incidents (further detailed in the attached letter) I was told I would need to spend tens of thousands of dollars to upgrade the electric system in my home to complete the installation. I told them this was not an acceptable resolution. I still don't understand how this could have happened. They fully walked the house, did an assessment of the electrical at the initial visit. I asked them if there were any possible initial costs and was told no. At this point, I feel completely taken advantage of and lied to.
  
  When I told them we could not afford the upgrade and that I would be seeking a refund, the real run-around began. My emails requesting for status updates on my refund request have continuously been ignored. I also called the home office and, despite being told one person or another would call me back, received no call. The last time I called, there were notes on my account read to me that were also fabricated. I have no idea what is going on at this company, but it is not trustworthy and lacks the requisite resources to respond to consumer needs.

  

  Business Response

  Date: 08/16/2023

  Thank you. 

   

  I have taken steps to address this today.

   

   

  Joel B******

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

  Joel B****** Director of Marketing

  
  

  

  Business Response

  Date: 08/20/2023

   

  To the Better Business Bureau and Mrs. ********:

   

  We at Canter Power Systems would like to address the complaint lodged by Mrs. ******** on July 9, 2023. We recognize the validity of her concerns and deeply regret the inconvenience and challenges she faced throughout her interaction with our company.

   

  Upon receiving Mrs. ********’s complaint, our team took immediate steps to evaluate the circumstances and communicate with her directly to address the situation. We want to be transparent about the actions we have taken to resolve this matter:

   

  We promptly contacted Mrs. ******** to gain a better understanding of her concerns and to express our sincere apologies for the oversights and miscommunications she experienced.

   

  After assessing the situation, we agreed to refund the entire amount of her purchase.

  Mrs. ******** expressed her satisfaction with this resolution, and we're grateful for her understanding.

  We would like to reiterate that the challenges Mrs. ******** faced were very rare and not reflective of our usual practices.

   

  At Canter Power Systems, our customers' satisfaction is our top priority. We are committed to learning from this experience and are taking proactive measures to ensure that such situations do not arise in the future.

   

  We deeply regret the inconvenience Mrs. ******** faced, and we sincerely thank her for bringing this to our attention. We are committed to continuous improvement and are dedicated to ensuring all our customers have positive experiences with our services.

   

  We appreciate the Better Business Bureau's platform, which allows customers to voice their concerns and companies to address them. We remain open to any further questions or clarifications regarding this matter.

   

  Warm regards,

   

  Joel B******
  Director of Marketing

  Canter Power Systems, LLC

• Initial Complaint

  Date:04/04/2023

  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 contacted Home Depot and another company regarding the Genrac generator. After speaking with the gentlemen Craig that did the virtual evaluation, gathering my information for my home, and going over the warranty that Canter Power Systems, LLC offered, I decided to go with Canter for my Genrac installation (01/16/2023). Finally, on 01/28/2023 the documents were signed and ready to start the process. The entire installation has been a nightmare. I have called and left several voicemails regarding multiple issues. The process was not thoroughly explained and as the customer I was left to figure things out. Initially, Canter called and said they would be there on 03/20/2023 , I started calling at 8am and called up until after 1 pm. and finally was told by Kiara that no one would be out that day. I took off the entire day and was inconvenienced and had to take the next day off 03/21/2023. They finally Installed on 03/21/2023 however they did not install the C02 and it was included in my install. They stated that they would come and install them on 03/29/2023 however I had other obligations, Kiara was supposed to call me back to inform me if the could come later that day instead of that morning, Like clockwork there was no response. I called and left messages with managers and Kiara. Finally she replied on 04/01/2023 to say they would be back 04/05/2023. Every since the install there has been flickering of my lights when I use my washing machine and now my AC unit makes a loud noise in the room where the electrical box is. These issues were not there prior to installation of the Genrac. I have attempted to contact Kiara left messages on voicemail for Alice and another person at the corporate office. No one has responded. The reason for me going with Canter was because of the warranty however they have not delivered and this the beginning . I want to get a full refund and they come get there equipment so I can do business with a local company that values my business and will stand by there word. I do not know what's going on but something is not right with this install. This was a major purchase that should not be disregarded in this manner. I am dissatisfied with this company and their services, They have shown me how they will handle me as a customer. This is a serious matter and I would like to dissolve all ties with them. The corporate office doesn't responds even.

  

  Business Response

  Date: 05/31/2023

  FYI

   

  Melissa my internal operations team just sent me this message.

   

  Help me understand the best course of action to take. - thanks Joel

   

  "Joel - her complaint was 4/4.  we fixed her issues on 4/5.  we closed her out on 4/6 and gave her $200 for her missed work and she was accepting of that.  I'm not sure what the BBB response requires, but the BBB messaging should be that we addressed her issues on 4/5/23 and mutually completed project on 4/6/23.  Then I'm happy to call customer but after talking with Joe and Kristi that seems to be the status.  I'm not sure since this is 30 days old now if there is still an active issue to resolve."

   

   

  Joel Be*****

  336-327-1186

• Initial Complaint

  Date:01/12/2023

  Type:Order Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  The transaction took place on or around 1/5/23. I solicited Canter Power Systems for information about obtaining a generator. The company set me up with a virtual appointment and I spoke with a representative/salesman. I notified him that I just purchased the property and was interested in obtaining a generator. During the virtual appointment we went over details such as the location of the electric meter, gas and electric appliance in the home and the items listed on the main breaker. Lastly we reviewed a location for the generator. We agreed upon a location in front of the electrical meter. The salesman notified me that it would be concretes into place and reviewed the features, warranty and capacity of the generator. I notified him that because this was an improvement to the home and major construction it required county and HOA approval before any work could begin. He notified me that Canter would obtain the county permits for electrical and gas and that I would still need to obtain approval from the HOA. I notified him that I would need more details and specifications to add to my HOA request and that approval would need to be obtained before work began and that it could take up to 45days. The Canter Rep sent me the specifications, a contract and requested a down payment of half the total cost of the project $12,578.54. I paid half the cost( $6289.27) but notified him no work could be done on the property until I received the permits and approvals. The salesman called me on 1/11/23 and notified me that some construction was left out of the cost of the project and that we needed to amend the contract to cover additional fees for the construction of some protective concrete bollards. I notified him that I was unwilling to pay additional moneys that should have been incorporated into the original agreement and wanted to cancel the project. As of 1/12/23 the company is attempting to charge me a 10% cancellation/restocking fee for the total cost of the generator.

  

  Business Response

  Date: 01/18/2023

  Thank you! 100% resolved.  My understanding is that the refund and misunderstanding were both resolved and we look forward to hearing again you again soon! 

   

  Customer Answer

  Date: 01/18/2023

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

• Initial Complaint

  Date:12/12/2022

  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.

  I ordered a generator, installed, from the company on 9/9/2022, paying 50% down )$8,192.31). I was told to expect installation within 6-8 weeks. The generator was delivered promptly. Since delivery, no further action has taken place. I have placed numerous calls and sent email since then, receiving no or only vague answers, when I get a response at all. Examples of recent communications:
  
  11/3/2022 Director of Operations
  11/4/2022 Owner
  
  Texts to my representative:
  11/16/2022
  11/17/2022
  11/18/2022
  12/6/2022

  

  Business Response

  Date: 01/03/2023

  Thank you for this reminder. I was confused about the changed format of the complaint website. That in combination with the holiday’s massive regional freeze and resulting unprecedented service calls  - has made researching and response development to this complaint challenging.
  
  I am assured we are actively developing an action plan to our customers complaint.
  
  We will post a response on the BBB before EOD on Friday.
  
  Thank you for your patience.
  
  Joel *******
  

  
  

  

  Business Response

  Date: 01/09/2023

  My understanding is that on December 22, 2022 - the customer’s gas line and meter had been installed by ******* *** ***** (gas utility).
  In the City of ********* ******** **, no gas work can be started until the electrical work is permitted.
  The gas work was completed and inspected by the jurisdictional officials (Inspection date: 12/29/2022) which is the same day complaint was filed with BBB.
  On January 4,2023, Mr. ********* was contacted by our operations team letting him know that we are still waiting ******* Power (electric utility) to approve the final work request sent to them.
  As of today, we still do not have a final install date and are still waiting for the electrical utility to inform the electrical contractor (whose contract was approved by us way back on October 31, 2022).
  
  Certainly, we are just as frustrated as our customer.
  

  Customer Answer

  Date: 01/09/2023

   I am rejecting this response because:
  
  
  
  the response ignores the most significant points:

  1) it was two month from the time of order before Canter assigned the work to subcontractors  The City of ********* ******* was very prompt in issuing permits once applications were made  

   

  2) the response implies that I have been kept in the loop, as they promised when I signed the contract.  In fact, I would know very little had I not made regular phone calls myself, most of which resulted in indefinite answers.
  

  3) I filled out the ******* ***** form the day I received it, which would have prompted ******* ***** to issue a job number  I understand that to number relayed by Canter was not correct, prompting an additional delay.

   

  in order for me to consider this matter closed, I need the following:

  1) an explanation as to why it took 2 months just to assign this job to subcontractors  

  2) an apology for their failure to honor the promise, it writing, to keep me informed about the status

  3) a reasonable expectation as to when I can expect this system to be operational.

   

  Thanks