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:07/18/2023

  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.

  Good day,
  
  I bought a brand new igen4500c generator. It did not operate correctly right out of the box. I contacted the Canadian warranty company Mecanair. I dropped the generator off on April 25, 2023 at the local repair shop.
  
  It has been 85 days and I do not have my generator repaired and back in my hands. Mecanair and the service shop say the issue is with Westinghouse USA. They do not call back, do not ship parts, do not answer emails.
  
  I am extremely frustrated with this situation. I have asked for a replacement generator because mine has zero hours on it. No reply, no answers. My summer has been ruined because I cannot take my kids to our camp. We need the generator due to health issues.
  
  I have not even used the generator and my review of it is terrible due to the lack of customer service from Westinghouse USA.
  
  To be clear my complaint is to Westinghouse Outdoor Power Equipment, USA. Not the local repair shop or Mecanair.
  
  CASE # 682737
  
  
  Sincerely,
  
  ***** ******
  ###-###-####
  Winnipeg, MB, Canada

  Business Response

  Date: 07/26/2023

  Good morning, 

   

  We have contacted this customer today 07/26/2023 in regard to this matter. They have been directed to our customer support center in Canada by the name of Mecenair. They handle all of our Canadian support and service. They will facilitate getting this customer taken care of with the upmost urgency. 

   

  Thank you, 

  Westinghouse 

  Customer Answer

  Date: 07/27/2023

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  
  
  Complaint: 20338407
  
  
  
  I am rejecting this response because: I have not received a new generator as of July 27, 2023.  I have been told a shipping label was created July 21, 2023 but nothing has shipped yet.  Until the replacement generator ships I need this complaint to remain open.
  
  
  
  Regards,
  
  
  
  ***** ******

• Initial Complaint

  Date:07/18/2023

  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.

  Westinghouse issued a case # (SC204831) for a warranty claim on my Westinghouse 9500 gas generator but will not contact me to discuss my issue. It has been over 2 weeks and all I get is they are busy and they will get to me. The generator starts but will not produce electricity.

  Business Response

  Date: 07/26/2023

  Good afternoon, 

   

  Please see the attachment provided in this response that shows Westinghouse attempted to contact the customer on 07/21 via phone call and email. As of today 07/26/2023 the customer has not responded to either the voicemail or email. 

  Customer Answer

  Date: 07/26/2023

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  
  
  Complaint: 20338384
  
  
  
  I am rejecting this response because: 

  I missed call/ message from Westinghouse on 7/21/23. The representative said  he would send an email requesting more information. I never received the email and his phone number would not accept calls. That is only message I have received from Westinghouse.

  
  
  
  
  Regards,
  
  
  
  **** *******

  ###-###-####

  Customer Answer

  Date: 08/01/2023

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  
  
  Complaint: 20338384
  
  
  
  I am rejecting this response because: I received an email with a bad tracking number for a replacement generator. 

  Regards,
  
  
  
  **** *******

  Business Response

  Date: 08/02/2023

  Good afternoon, 

   

  The Westinghouse internal shipment notification system sent an auto reply containing an internal tracking ID only used between Westinghouse and R&L Carriers. Westinghouse has contacted the transit company today 08/02/2023 at 1:58pm for an update on tracking information. Per R&L Carriers, they attempted to deliver your unit and the unit was redirected back to the shipping warehouse as undeliverable.

   

  Thank you, 

  Westinghouse Outdoor Power.

• Initial Complaint

  Date:07/14/2023

  Type:Customer Service 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.

  Ordered a new generator the unit came and didn’t run I made 8 phone calls in the last 3 days asking for a full refund or replacement and nobody can be bothered to assist me except to say a ticket has been submitted.
  I needed this generator for health and safety reason and I expected it to operate properly or at the very least the company to do the right thing because I paid for a product

  Business Response

  Date: 08/01/2023

  Good afternoon, 

   

  We reached out to the customer via phone call and email on 07/31 at 11:51am requestion further information about their unit. Per the customer profile, their unit has not been registered for the Westinghouse supplied 3-year limited warranty. Once the customer replies to our rep with the information to register them for their warranty. Westinghouse will be able to provide immediate resolution processed to ensure the customer is taken care of! 

   

  Thank you, 

  Westinghouse Outdoor Power. 

  Customer Answer

  Date: 08/01/2023

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  
  
  Complaint: 20322644
  
  
  
  I am rejecting this response because: 

  I replied to the email with my response and pictures below 

  The warranty card was filled out the day I received the unit in the mail.
  Serial # ************
  What would you like me to send you a video of the unit does not run.  No matter what I do.  Gas or propane.  Pull start or push button.  Manual choke or auto choke.  I’ve tried everything on your website as well as some other feedback from forums about these generators.  I have also called three service centers that you guys recommended on the phone which non of them will touch this generator.
  I needed this generator a month ago and I paid for it however it doesn’t run I want a full refund.
  I have since bought another generator from reputable company that stands behind their products and it is working as advertised and intended.  
  Please send me pre priced shipping documents so I can send this back to you for a full refund including tax and shipping.
  
  
  
  
  Regards,
  
  
  
  **** ********

  Business Response

  Date: 08/02/2023

  Good afternoon, 

   

  The reply you sent in your email response to the case was sent on 08/01/2023 at 6:21pm which is after Westinghouse's previous email through BBB stating that we have sent an email that has not been responded too. Our support rep that is assigned to your case is reviewing the information sent and will have a resolution process in place as soon as possible. 

   

  Thank you, 

  Westinghouse Support. 

  Customer Answer

  Date: 08/14/2023

  
  [email protected]
  11:23 AM (3 hours ago)
  to info
  
  Can I please get an update on Case# 20322644. I have sent videos, warranty information, proof of purchase documents. Everything that Westinghouse has asked for and they are saying they cant give me a full refund. This is unacceptable. I paid almost $1000.00 for this generator and it never worked since I took it out of the box. I have already purchased another generator and I want a full refund.
  
  Sent from **** ******** (*****************)
  

• Initial Complaint

  Date:07/11/2023

  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.

  Bought a new wgen9500 on October 3rd 2022 for $1059.99. Household use only. At >16 hours the generator stopped producing electricity. Date of failure was June 25 2023. Display went out too. No plugs on the generator work. Checked everything over and couldn't find a problem. I called Westinghouse on June 26 2023 and they informed me that the a/c voltage regulator needed to be replaced. Westinghouse sent a new a/c voltage regulator and a set of carbon brushes. I installed the items they sent on June 30th 2023. The same exact problem persisted. I called Westinghouse back on July 1st and spoke to a representative that informed me that I'd have to await a call back within 24 hours from a technician to determine the next course of action. I waited over a week and never got the call I was supposed to get. I called again on July 7th and told them the story about what had happened so far. They asked for screenshots of the original purchase invoice and I sent the immediately. They told me again to await a call back from a technician to determine a course of action as they believe the alternator in the generator is bad. Still haven't heard a word. This is a brand new generator and now it's been over 3 weeks it's not working in the middle of storm season.

  Business Response

  Date: 07/12/2023

  We appreciate the BBB helping to resolve the customers concerns.  We will work through the BBB going forward as we address and provide the customer warranty services to resolve the customers concerns.  Westinghouse Outdoor Power provides a limited 3-year warranty  with the first year covering parts and labor and 2 additional years covering parts.  The warranty is effective from the date of purchase and is not reflective of time used or when a unit is placed into service after purchase.  Mr. ****** purchased his unit 10/03/2021 and is in the 2nd year of warranty consisting of parts.  It appears that Mr. ****** communicated the first time on 06/26/2023 and unfortunately, with increased weather-related events and a holiday period Mr. ****** experienced a longer than normal time to receive a response, which we apologize for.  It does appear that he has been contacted by one of our Sr. Agents and is working with them to troubleshoot and find a warranty resolution on parts.  Mr. ****** being out of the labor portion of his warranty is able to to ake the unit to any service provider of his choice and we will provide any required parts for the service.  

  Customer Answer

  Date: 08/03/2023

  Complaint Detail / Problem
  Complaint Type:
  
  select
  Problem:
  I purchased a generator in October of 2021. It has a 1 year parts and labor warranty and an additional two years parts only warranty. The generator stopped working in April 2023. Westinghouse sent some parts for me to try to fix it. The parts did not fix it. They asked that I take it to a mechanic to have it properly diagnosed. They said they would reimburse my cost for the diagnosis. Then they could send parts to fix it based on the diagnosis they received. I took the generator in to be diagnosed and sent them a copy of the invoice from the business. Since I sent Westinghouse the invoice they have stopped contacting me altogether. Won't answer emails. Calls are useless because I just get left on hold (sometimes 45+ minutes) and nobody will get back to me about getting this generator fixed. I would like to get my reimbursement for the diagnosis and have the parts sent to me because the warranty is still active. I'm not being unreasonable here.
  
  Desired Resolution / Outcome
  Desired Resolution:
  Finish the Job
  Finish the Job
  select
  

  
  

• Initial Complaint

  Date:07/07/2023

  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.

  December 19, 2020
  
  $481.48
  
  3 Year Limited Warranty
  
  4 Hours Use on the Hour Meter
  
  I have reached out to Westinghouse starting on or about 5/20/23. Because when I went to start up my generator it was completely locked up. I have discussed with Westinghouse numerous times either via phone or email. I had to answer numerous questions about the amount of oil changes, fuel type, how often it was ran, etc. Westinghouse had me remove the spark plug and add oil as they suspected the piston was locked up. Westinghouse responded to all my questions up until after days and days of working on the unit and the finally removing the head from the cylinder and the piston was still locked up. However, upon taking the engine apart I found the root cause of the problem. It was an extra spare muffer nut holding the muffler pipe to the head (NOT installed on the machine - as both required nuts were in-place) but an extra nut that had got on the magnet on the fly wheel and stuck up to the magneto that appears to be left inside the machine loose. I sent this information about finally finding the root cause and that I felt like this should be warranty has it was a defect from Manufacturing. I have called and left messages and emailed Westinghouse at least 10 to 12 times since communication of why my generator was defective. Westinghouse will not answer the phone (only answering service), return my phone calls or return emails. I believe once I had information or proof that this was a manufacturing defect they refused to talk to me because under the 3 year warranty they would have to warranty the machine.

  Business Response

  Date: 07/11/2023

  We would like to thank the BBB for assisting to bridge the concern the customer is expressing.    Our Westinghouse generators are covered by a limited 3-year warranty with the first year covering parts and labor and an additional two years on parts.   Having stated that the customer, as of today, has 6 months of parts warranty remaining.  The customer states that the unit was purchased in December of 2020.  The question that arises is had the unit been ran regularly the issue would have potentially appeared while the unit was under labor warranty.  The issue was brought to our attention in May of 2023 with communications between both Westinghouse and the customer. The customer diagnosed the problem and responded "I’m sure you will not do anything about, but just so you know. I had to completely take the head of my engine and I found the problem. A nut came of from somewhere and stuck to the magnet on the fly wheel and that nut was catching and wedge and not allow the fly wheel to turn. That is what had it all locked up. With the low hours I’m sure it was from assembly. I’m sure you will not stand behind your product." he did not inquire about solutions or how we could resolve his concern but then proceeded to go to the BBB for resolution.  Westinghouse Outdoor Power stands behind our products.  As a one-time resolution we will offer the customer a replacement of the unit with a factory refurbished unit.  The customer will need to ship his unit back to Westinghouse at his cost per our warranty that transportation is not covered.  The unit will come with 90 days of parts warranty support.  

   

  Working through the BBB the customer can return the unit to 

  Westinghouse Outdoor Power

  777 Manor Park Drive

  Columbus, Ohio 43228

   

  USE RMA # 53961 THIS MUST BE WRITTEN ON THE BOX AND SHIPPING LABEL

   

  one the unit is returned the replacement will be sent. 

  
  

  Customer Answer

  Date: 07/11/2023

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  
  
  Complaint: 20286959
  
  
  
  I am rejecting this response because: The cost of return shipping is too much. Not one time after I found the problem did Westinghouse return a phone call or email. 
  
  
  
  Regards,
  
  
  
  ****** ******

• Initial Complaint

  Date:07/06/2023

  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.

  On Aug 1, 2020 I purchased two Westinghouse iGen 2200 inverter generators from Sam’s Club (online). Upon receipt of the generators, I placed both in my basement, still in the unopened box. Last week we were hit with a severe storm which took out power in the area for 4 days. On the morning of day 2 it was clear that this would be an extended event and I opened generator 1. I prepared the generator per the owners manual. After a few pulls it started and ran for about 20 seconds. There was a puddle of gas forming under the unit and it died. When I tried restarting it, the “Overload” light was on, but there had never been anything plugged in to it. Now, it starts and immediately dies. I repeated the prep process on generator 2 and could not even get it to start. It acts like it’s not getting fuel. I have attempted to start that unit with approximately 200 pulls. After checking everything that I could, I called the Customer Assistance number where I spoke to a lady that upon hearing that we were in the middle of an outage opened a claim and emailed me stating that I needed to reply with the information requested(which I did immediately), and include that my power was out to receive expedited response. Still no response almost a week later. I called the number back two days later and spoke to the answering service and they assured me that they would update my claim and I still haven’t received a response. I checked with Sams Club about returning them and they would not help either and referred me to the 3 yr warranty from the Manufacture (Westinghouse).

  Business Response

  Date: 08/01/2023

  Good afternoon, 

   

  Our service center rep contacted the customer today 08/01/2023 to let the customer know that Westinghouse will cover a 30min (1/2 hour) diagnostic at a Westinghouse service center. If the issue is found to be no fault of the customer, Westinghouse will cover both parts and labor on the unit. Waiting for the customers response as we speak. 

   

  Thank you, 

  Westinghouse Outdoor Power. 

  Customer Answer

  Date: 08/01/2023

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  
  
  Complaint: 20281284
  
  
  
  I am rejecting this response because: 

  1).  It appears that the response indicates diagnosis for (1) of the generators. Unfortunately for me, I have two of these generators and neither of them work. 
  

  2).  Westinghouse wants me to have a Westinghouse service center diagnose the problem. They did not supply any information as to where these are or who they are. Looking on their site it looks like the closest facility is about 100 miles away from me. I’ll expect reimbursement for the fuel and my time if they expect me to drive that distance. 
  

  Given the items above, I am rejecting the initial offer. 
  
  
  
  Regards,
  
  
  *** *********

  Business Response

  Date: 08/02/2023

  Good afternoon, 

   

  Westinghouse contacted the customer today to inform them that the offer to cover service and labor was for a QTY:2 units. Per our service map, we have a service location within 16 miles of the customers listed address/area code. The shop information was provided to the customer. Per the Westinghouse supplied 3-year limited, transportation to and from the Westinghouse authorized service center is the soul responsibility of the customer. The customer, however is able to use any shop of their choosing, as long as they provide ge contact information of the shop to Westinghouse so we can work directly with them and to aid in repairing the unit through parts and extensive troubleshooting/technical support. Please see the portion of the warranty statement that outlines the above listed information: 

  As the outdoor equipment owner, you should
  however be aware that MWE Investments, LLC may deny you warranty coverage if
  your outdoor equipment or a part has failed due to
  abuse, neglect, or improper maintenance or unapproved modifications.

  
  You are responsible for presenting your outdoor
  equipment to a service center or an MWE Investments, LLC distribution center
  as soon as the problem exists. The warranty
  repairs should be completed in a reasonable amount of time, not to exceed 30
  days.
  If you have any questions regarding your warranty
  rights and responsibilities or to locate a service center near you, you should
  contact an MWE Investments, LLC Service
  Representative at ###-###-#### or contact MWE Investments, LLC at the
  following
  address: Service Department MWE Investments, LLC
  *** ***** **** ***** ******** **** ***** or ********************

  Customer Answer

  Date: 08/07/2023

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  
  
  Complaint: 20281284
  
  
  
  I am rejecting this response because: I have been in contact with the repair facility that the company supplied (which did not show on the map when I checked it). The person there said that they are new to working with Westinghouse and did not know what kind of support that they would receive from them. Both units are there (dropped of on 8/4). Based on the poor response from the company previously, I am reluctant to close this complaint until I see how/if they stand behind their product and it’s warranty. 
  
  
  
  Regards,
  
  
  
  *** *********

• Initial Complaint

  Date:07/04/2023

  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.

  Purchased generator April 2023 it never started. Contacted Westinghouse and they sent me parts to install myself (no problem) it would not start.
  
  Over 220 pages of emails to and from Westinghouse attempting to fix the problem. Finally Westinghouse said take it to their repair shop which I did over a month ago.
  
  I is now July 2023 the repair shop has had it a month now and cannot get it to start. They contacted Westinghouse suggesting a New Generator to be sent to me. My Wife Called Westinghouse and I sent Westinghouse a Email. Its been over 5 days now with NO WORD FROM WESTINGHOUSE.
  
  I mean really Westinghouse cannot respond.
  
  We are going into the 4th month now that I paid for a generator that does not work and No Response from Westinghouse. So You Tell Me what to do?

  Business Response

  Date: 07/13/2023

  We thank the BBB for assisting in resolution of Mr. ********* product concerns.  It appears that we have been in communication with Mr. ******* and are replacing the product under warranty directly to his address.   The unit is processing shipping and should be out their address in the next 7 days.  

  Customer Answer

  Date: 07/16/2023

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  
  
  Better Business Bureau:

  
  I Do Want to Thank Westinghouse and Waiting for the New Generator to Arrive.    Both Westinghouse and I attempted to find the problem but we both could find the cause why the Generator would not start.

  So Once Again  Westinghouse Customer Service is Tops.

  Many Many Thanks to All The Westinghouse Team that worked with me on this.  Your Super

  
  I accept the business's response to resolve this complaint.
  
  
  Regards,
  
  
  
  ***** *******

• Initial Complaint

  Date:07/03/2023

  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.

  Purchased a generator I believe in August when I tried to use it, the electric does not work there’s something wrong with it. I was given information for a repair shop at an ace hardware store. They told me they had not had a contract with Westinghouse for seven years, and they could not help me since and I contacted Westinghouse through email, and also through their warranty section. They refused to return my emails. I’m disabled in the generator is very heavy. It’s hard for me to move it around. I just need to know where I can get it fixed. It was originally purchased Walmart. Walmart says contact Westinghouse any help would be appreciated. Can they just pick this generator which is brand new up and replace it? I’ve never put gasoline in it so it’s clean. I use propane to start it.

  Business Response

  Date: 08/01/2023

  Good afternoon, 

   

  As of 08/01/2023 Westinghouse has reached out to the customer and offered a replacement. The customer accepted this offer over the phone with Westinghouse and was already shipped the pre-paid return label via email. The replacement unit was pre-released and will be in transit starting tomorrow 08/02/2023. 

   

  Thank you, 

  Westinghouse Outdoor Power. 

  Customer Answer

  Date: 08/02/2023

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  
  
  Better Business Bureau:
  
  
  
  I accept the business's response to resolve this complaint.
  
  
  Regards,
  
  
  
  ******* *****

• Initial Complaint

  Date:06/17/2023

  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.

  I purchased a WGen5300DFv generator on February 24, 2022. It has a 3 year parts warranty. I have done all maintenance and have been running it once a month to keep the machine in shape. I recently cranked it for a maintenance run and discovered that the oil sensor is faulty. When I inquired with Westinghouse, they told me I just needed to keep the wire unplugged and watch the oil levels because the part is inside the engine. They also said I need to take it in to be serviced. I don't believe I should have to run this machine without a safety feature that is supposed to be under a 3 year warranty and cannot get them to replace the machine. I would like a replacement or a refund.

  Business Response

  Date: 06/20/2023

  We want to thank the BBB for assisting with the concern the customer is having.  Our products are covered by a 3-year warranty with the first year covering parts and labor and yeas 2 and 3 covering parts.  I can appreciate the customers concern on having a feature on the unit that is not functional and that is unacceptable.   I believe that the agent the customer was talking with was trying to avoid an excessive labor cost to the customer since they are out of labor warranty.  In order to make any determination on the actual cause and issue, before we could offer e replacement, the unit would need to be seen by one of our authorized service providers.  Since we have 3 within 25 miles of the customer that will need to be the first step needing to happen.  We will cover the labor for a 30 min evaluation by one of our service providers and then offer a resolution from that point.  The customer can contact their choice of the three service centers and provide this letter to them for approval and they can then contact us with the evaluation.

   

  SC141663

  CMZ Services
  **** ***** ***** **
  ******** **
  
  Phone: ###-###-####
  Email: ***********************

   

  Kemp's Lawn Mower Service
  *** **** ****
  ************* **
  
  Phone: ###-###-####
  Email: [email protected]

  We will continue to work with the customer to resolve the issue through the BBB.

  Altaquip Atlanta
  *** **** ***** ******** ** ***** ***
  ********* **
  
  Phone: ###-###-####
  Email: ****************

   

  Customer Answer

  Date: 06/21/2023

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  
  
  Better Business Bureau:
  
  
  
  I accept the business's response to resolve this complaint. It sounds like, by the time I spend the money to rent a vehicle to get the machine to the service center, then potentially pass the 30 minutes for them to inspect it (and then replace the faulty oil sensor), I'm going to be quite out of pocket even though this part is under warranty. Although I dislike this result very much, I do understand now what the issue is. I would urge the business to train the agents to better explain this before it gets to this point. I was under the impression that there was no offer to cover the part from the conversations with the agent. So, I see no need to keep this case open with the BBB. Thank you so much for making the issue more clear for me. 

  
  
  Regards,
  
  
  
  ********* ******

• Initial Complaint

  Date:06/15/2023

  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.

  Purchased a generator at the end of Jan 2022; stopped running 11 months later; I made a claim through their warranty service. When I called back, they said my claim number didn't exist. So I made a new claim number. They sent me a part that didn't fix the issue (they sent a new starter pull cord (value $20), when in fact the engine is damaged from a bolt or pin coming loose during manufacturing). I called and explained that the unit still wasn't fixed. Jump 6 months ahead, and I hadn't heard back. I called to see about getting the unit fixed. They didn't have my claim number anymore, so I had to create a new one. The first person told me that they don't offer parts without first seeing a service center and that since my claim was from 6/2023 (remember they have lost my earlier claims), I would have to pay for the labor. Said she'd call me back to tell me where to take it. [ I read the warranty and this is not accurate, nowhere does it state that] She never called back. I used their service center portal to call all the service centers in a 100+ mile range. Nobody will touch a Westinghouse generator. EVERYONE told me that Westinghouse doesn't pay, and one repair shop said Westinghouse owes them thousands of dollars. I called back to relay this information - that there isn't a shop that'll take it. The next person to answer told me that the part I need is out of stock. I was currently on the website, looking at the "in stock" part. I told them that that wasn't true. They said that someone would call me by the end of the day. No luck with call backs of course. I called in the evening. I was told that someone would email me. Never got an email. I tried calling this morning. These people are clearly not working remotely, but in office, and actively hanging up on my calls before I can even make a peep on the line. How is this company still in business? Didn't they just go through a class action lawsuit about their warranty? Are they TRAINING EMPLOYEES TO LIE AND DECEIVE?

  Business Response

  Date: 06/20/2023

  We want to thank the BBB on assisting our customer on their concern.  In reviewing the customers case and the concerns we had our Sr Technic Lead reach out to top the customer and determine that the issue was a manufacturing issue.  The determination is that we will replace the unit for the customer.  

  Customer Answer

  Date: 06/27/2023

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  
  
  Complaint: 20190991
  
  
  
  I am rejecting this response because: The company has not sent a new generator. I have called for the last week leaving voicemails at the number provided to me. I had received a call from their technician last monday (6/19) telling me to call him back at 614-634-9614 at a certain time, which I did promptly. He said that he would send out a replacment generator and a email with a label to return the old generator. I never heard back by phone or email, but I did call the number repeatedly leaving multiple voicemails requesting for more information on when to expect this generator. Through some email hunting on this website (BBB), I found Kyle's email and sent him an inquiry. He informed me that the generator has not shipped because they didn't know my address. Also, that the number provided me was his personal cell phone, and that he ignores unknown callers. So, this is not resolved. I have not received a replacement generator even after the multiple promises, and these people are almost impossible to reach. What exactly do I need to do to get this generator replaced?
  
  
  
  Regards,
  
  
  
  ***** ********