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:01/21/2025

  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.

  We signed an agreement in July 2023 to have Bryant Power Services to install a generator. We were told that it would be ***** weeks out. In August we paid them $7,500 for a 50% down payment . In January 2024, I started reaching out asking if the generator had arrived and when we could start the work. He gave me several excuses each time. I have sent multiple emails, ************ messages and unfortunately, he has stopped answering them. In December 2024, I sent a certified letter requesting a refund. I still have heard nothing from this business.

  Business Response

  Date: 02/13/2025

  In response to this complaint, we at Bryant Power Services would like to offer our side of this project. Yes we have received a deposit for this new generator system installation. When this was contracted there was never a specific deadline for this to be completed and our lead times at that time were excessive as stated to the customer. Honestly there has been a real lack of communication between both parties with customer emailing dates that it needs to be done with in two weeks than no it can't be done at all then yes it can be done if done by end of this month than if the mother was approved for ******** then it could be done then it had be invoiced by end of certain month then we had zero communication after that. In mid September, we were involved in a near fatal car accident and were subsequently recovering from our injuries for the next three months which put our installation schedule for all installation customers way behind as well as any communications.  We are presently working through all our installation projects and trying to catch up and get everyone completed. As for receiving a certified letter from this customer in December 2024, that did not happen. We DID NOT receive any letter in December. Thank You.

  Customer Answer

  Date: 02/25/2025

   
  Complaint: 22839615

  I am rejecting this response because it did not address my request for a full refund. Additionally, I have resent the original request via ****, requesting a full refund, as it was mentioned that they didn't receive it.  
  

  I appreciate the business response, as we had no idea what was going on. I am very sorry to hear about the family setbacks your business has faced, and I am glad to hear things are improving. However, I paid a down payment for a generator in August 2023, and we are now nearing two years without resolution. At this point, I need to move forward with a different company to provide a generator for my elderly father.
  
  Sincerely,
  
  ******** *******

  Business Response

  Date: 03/10/2025

  As Bryant Power Services has stated previously, the complainant provided us with so many uncertain and confusing messages on when the installation had to be completed by changing every time, we had no idea when it needed to be completed by. Every email it was a different date or different information on it wasn't able to be installed then it could be installed. Such very confusing information. Bryant Power Services contract that the customer signed states that the deposit paid is non refundable and the deposit is solely for the purchase of the equipment. We are willing to put our contract aside and offer to either supply the customer with the equipment that the deposit paid for or start the paperwork process to get the deposit refunded to the customer within 180 days of the refund paperwork is signed and executed. This refund release paperwork will be mailed to the customer upon accepting this resolution. 

  Customer Answer

  Date: 03/25/2025

  I do not accept the response.  Attached is my written response to the business.  I am willing to accept if we get the clarifying questions answered.  

  Business Response

  Date: 04/11/2025

  Bryant Power Services LLC is not sure how this is marked unresolved when we offered our solution to this-which was for the complaint to sign a deposit return release and the deposit would be returned within 180 days from the date the release is signed and returned to us. The return of the deposit is what the complaint wanted. So this should be a satisfactory resolution to this issue. We were previously told that this complaint was closed due to the complaint not getting back in a timely manner but then received this. This is kind of what the whole issue has been with this job anyways. Being told unclear things the whole time. 

  Business Response

  Date: 05/16/2025

  Bryant Power Services LLC is offering clarification requested by *********** We will send by certified mail within 7 days of agreement of this settlement a release of deposit refund paperwork that needs signed and returned to us. Upon receiving signed paperwork, we will issue a cashiers check mailed by certified mail 180 days of date of receipt of signed release. I think this covers the questions. Thank You.

  Customer Answer

  Date: 05/19/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ******** *******