Complaints

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• Initial Complaint

  Date:11/11/2022

  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 ******* whole house generator from Cantor for over $13k, which was installed in February 2019. We also purchased a 10 year service contract/extended warranty from them. Our generator broke down 2 months ago. I immediately called Cantor in September of 2022. Nobody answers the phone when you call. I had to leave a voicemail, which was answered 2 days later by "Shelly." She first required me to have the propane regulator checked, which I did at a $200 cost to me. It was fine. So then, after 6 weeks of going back and forth with their (no) service department, another rude.employee named "Alisha" finally sent some local electrician that is not ******* Certified to look at it. He was unable to fix the problem. Cantor will not answer my calls now even though I have left.several messages. In short, this company is refusing to honor their obligation to repair my generator, even though I still have 7 years left on the contract. It's also impossible to find an email address or phone number for anyone beyond their front line (no) service department. I want a ******* CERTIFIED Cantor power systems technician to come fix my generator ASAP, as my warranty states is what is supposed to happen in this situation. Thank You.

  

  Business Response

  Date: 11/16/2022

  Dear Mr. ***** - 
  
  
  
  
  Thank you for letting us know that you are not satisfied with our Aftercare service teams’ responsiveness.  We take every customer review (both the positive and the negative ones) very seriously.
  
  
  Although you’ve stated your dissatisfaction with the responsiveness of the Aftercare team, the reason why is not obvious to me when compared to the actions we’ve taken as shown is our call logs.  
  
  
  We do not want you to be upset, and we do want your generator to properly run when needed. But we do not want our intentions and services to be misrepresented in your angry review.
  
  
  Below are the records from our call logs in your account:
  
  
  Call - 11/11/2022 4:21:23 PM: Called customer back and I advised him that we will have our Canter Power Systems service technician there next Friday November 18 to further diagnose issue with Code 1100 and it could be several different things. (ST)
  Partner service tech reports - 11/11/2022:  “Went to service call location.  It's not nothing I could fix.  I personally think it's still a gas issue or engine issue. I don't know how to test any further.  I tried calling J.K while there. It's back firing and hesitant to start. (AT)
  Team Record - 11/11/2022: Sending our service technician (CH) back out on 11/18 to further diagnose issue. Texted CH a video from customer. Please call when OTW and take NORGAS per B.M. (ST) No service charge.
  Partner service tech reports - 11/8/2022: “Customer has ongoing Code 1100 fault. They have already had their LP company out to check gas, and everything was ok.” 
  Call - 11/7/2022 1:23:50 PM: Customer says generator is not working. I tried calling back twice. Phone just rings about 3 times then goes to busy signal. (ST)
  Call - 9/12/2022 3:12:28 PM: Customer called back about generator not working. Says he tried to start 3 times to exercise but shut down. Has Code: 1100  - and says he has 75% power - We walked him through a manual test and it started right up.  Advised that could be air in the gas line …and he needs to have this looked at by his propane company.
  Call - 9/12/2022 1:35:29 PM: Customer left a voice mail stating generator doesn't work. I tried calling twice and phone just rings then disconnects - no voice mail. (ST)
  
  
  Team Record Summary:
  Each time the customer has called us, we’ve called them back within the hour or less. It was explained to Mr. ***** on Friday that our call volume was elevated due to the HURRICANE NICOLE, and we currently only have 3 people answering the calls for our Aftercare team. 
  He said that wasn’t his problem. Still, we placed a work order and had someone out to his place within 72 hours to try and diagnose the issue. 
  It required a replacement part, so we are sending our service technician (CH) back on 11/18. 
  The customer first reported an 1100 fault in September, in which we advised them to contact their gas company to check the regulator if it continued to happen, as we were able to walk them thru resetting it over the phone. 
  The customer did not call us back to report anything further until November 8th.  
  I also advised Mr. ***** that if the issue is related to the generator, and not found to be a gas issue, we would cover the cost of their gas invoice, but would know more once our service technician (CH) goes out.

  Customer Answer

  Date: 11/18/2022

   I am rejecting this response because: There a couple of outright lies and other misrepresentations in the company response. I was NEVER offered reimbursement for my propane company charges. We will see what happens with that, as I will most definitely be following up. The hurricane excuse was NEVER mentioned to me. They thought of that excuse after the fact to use in their response to my complaint.  Instead, Shelly told me they don't have enough employees to handle their call volume. THAT is what I told her "was not my problem.". My main issue is that now, over TWO MONTHS later, my generator STILL will not start during the by-weekly tests. It just sputters and backfires. I texted "Shelly" a video of it doing so. The customer No service system that Canter employs is extremely frustrating for customers. Instead of answering the call, or putting us on hold until someone can answer the phone, we are forced to leave a message. The first time I called, it took 2 DAYS for someone to call me back. As far as my phone going to a busy signal, like I told them...we live in THE MOUNTAINS, which is why we bought a Generac in the first place. We WORK for a living. I cannot just sit around for DAYS and wait for a call back. When I leave my house, cellphone reception is very spotty.  So first, Shelly diagnosed the problem over the phone as a propane regulator issue and told me to call my propane company which took a week to get them out. Then when the regulator tested fine and I was charged $200 for that diagnosis, I had to go through the whole leave a message/call back thing again. Then we get "Alisha" calling back, who was very rude to my wife, informing us that since we live so far away from the office that they were not going to send a Generac certified tech but rather they were sending some electrician from Vans electric out. Travis showed up in his personal vehicle, no work uniform, with his family in the truck. Very Unprofessional. He had no idea how to fix the generator. So now we have to call back, leave a message AGAIN, and wait for another callback that may or may not get through because we live in the mountains. AGAIN. So I filed the complaint. Sure enough, NOW Shelly is sending a Generac certified tech out. He is supposed to be here today. When I asked for an appointment window so that  I could, you know, plan my day, I was told there was none and that this tech would call me 30 minutes before he arrives. Once again, VERY UNPROFESSIONAL. This was was not what the salesman that sold me the 10 year service contract/warranty described when he sold it to me. AT ALL. It has been over TWO MONTHS now. We have had to call and leave several messages. We have had to take 2 days off from work waiting the first two techs. Now I've taken a THIRD day off, waiting for the certified tech that should have been sent out in the first place. Our generator still doesn't work. I am sitting at home, waiting on his call. We will see what happens.