ComplaintsforGenerator Supercenter, Inc.

• Initial Complaint

  08/03/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I went through ****** and purchased a generator from Generator Supercenter Tomball location. The generator was installed and when the electrician was wrapping up when one of the workers stuck his finger in the breaker box, for an unknown reason, causing numerous items in my residence to short out. Certainly, my cameras only caught some of the incident because the cameras were knocked out when it occurred. The workers lied to store management indicating there was a loose wire in the breaker box which was not true. Thank God I was outside to see the working put his finger in the box myself. There was then a loud pop, sparks, then the worker was blown backwards from box. GSC sent a representative to my residence with no results. They accepted and their insurance adjuster has called and come to my residence for an evaluation of the damaged items. GSC have since been giving me the run around. This has gone on since June 5th and I'm still waiting for my items destroyed to be replaced. The total cost to replace damaged items is $5,292.38 that is inclusive of hiring a plumber to install the damaged water softener machine once it's purchased. I have paid over $12k IN FULL for the generator to GSC. GSC has had an electrician come to my residence and replace the bathroom lights that were blown out and that was it. There of their insurance adjusters have contacted me and indicated GSC accepts total fault. I have spoken to Amy in installs, Erica, Mallery, who indicated I will not have to cover anything they will replace everything. I have also spoken to the GM at GSC, Rodney Allen, who indicated he wasn't aware of anything. I was called by him after I posted by experience on YELP. He has indicated on 3- occasions he would call me back with a resolution and I've haven't gotten a call yet. I have called him on the cell number he provided me and left messages... but no response. I think I have been more that patient.

  Business response

  08/24/2023

  Mrs. ***** and Generator Supercenter spoke privately and came to a resolution.

  I beleive Mrs. ***** is 100% satisfied with the outcome.

  Customer response

  09/10/2023

  [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 have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  
  
  
  
   
  

• Initial Complaint

  04/04/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  The installation of the transfer switch for my brand new generator was faulty, with loose connections, resulting in the transfer switch melting. The switch was smoking and I had no power to my house on a Saturday, Feb 25th. I called GSC and got the answering service. Due to their no/slow response, I hired an electrician who re-routed the power around the transfer switch paying $500 out of pocket. A week later, a technician from GCS came out and stated the obvious (the transfer switch had to be replaced and was under warranty). He said he would be back in a week to perform the repair. As of April 4, 2023, I still have no repair, no working transfer switch and have called numerous time without even a return phone call. My next step will be to contact an attorney and file a claim for damages.

  Business response

  04/20/2023

  We have been working with the customer to resolve then issue.

• Initial Complaint

  02/27/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Generator Supercenter had a salesman, Jimmy *****, come out in September 2022. The placement of the generator by Mr. ***** would have provided adequate access to our backyard. The team that came out in February 2023 said that the slab needed to be place approximately 12 inches from the original spot that Mr. ***** said that it would be. We were told that the slab would be placed at ground level, so I decided to get a 24-inch stand. The slab is at least 6 inches above ground level. The 24-inch stand the brings it up to 30 inches above ground level. NEXT. The electrician had the unit turned in the wrong direction that I was sold by Mr. ***** and the team that put the slab down said would be in code. NO. Since the slab was 8 inches further from the house, the generator was (as I was told by the electrician) had to be turned in a different direction that I was told it would be by Mr. *****. The gas and electrical conduits are in the way of accessing the backyard. NOTE: The lines MUST BE near the house AND NOT the fence. This is totally unacceptable. Wesley ******** is the CEO of Generator Supercenter.

  Business response

  03/20/2023

  Everything has been corrected and job is being completed today, 3/20/23.

  Customer response

  03/20/2023

  
  The job will not be completed until everything passes COH electrical and plumbing inspections, the trenches that were dug are filled and the Generator Supercenter Representative comes out to provide start up instructions and information.
  

  Business response

  03/20/2023

  My apologies. What I should have noted was the install would be complete today and inspection will be tomorrow.

  As long as everything goes smooth with the inspections, which they should, we will be out thursday or friday to fill trenches, clean and complete start up.

  Customer response

  04/06/2023

  
  The work as stated was done as described.

  However, there are 2 outstanding items that I contacted the business on Monday for resolution.  The first item is that there is an exposed piece of rebar that needs to be removed. Please see the picture.  The second item is that the original electrician did not leave the paperwork for the electrical boxes that were added for the work performed.
  
  Regards,
  

  
  

  Customer response

  04/17/2023

  
  This letter is to inform you that Generator Supercenter, Inc. has carried out to my satisfaction the resolution it proposed for my complaint, filed on 2/27/2023 and assigned ID ********.
  
  Regards,
  David *******

• Initial Complaint

  01/09/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  On December 27, I had a generator installed on my property and I advised the installation team that it was in the wrong area. They stated that the contract stated it to be place there. The generator blocks the entrance to my yard. On the 28 I spoke to the installation team and sent pictures and they agreed that it was in the wrong location and they sent someone out to measure the yard again. It was not any other area to place the generator. They want to charge me over 2000.00 to pick a generator that they placed in the wrong location and I am not going to pay for that expensive that is on them and their installation. I just need them to come and get their generator I am not paying them nothing. They should have listened to the customer.

  Business response

  01/30/2023

  We have worked out the new location with the customer and we are moving it at a location that the customer is good with at no additional charge.

  Customer response

  01/30/2023

  [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 have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  
  
  
  
   
  

• Initial Complaint

  12/06/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I had Andrew *****, sales person at Generator SuperCenter, come to my house and give a bid on June 16,2022. After he left, my husband and I had questions and so communicated with him via text message. We asked about financing and he answered those questions. He added in a text to me on June 21,2022, “Also, there is a free 10 year warranty you can get now. 10 years includes parts, labor and trips. Maintenance plans are extra. Maintenance is $37/month“. After hearing this we went with Generator SuperCenter and wrote a check for deposit on June 24,2022. Fast forward to my Generator install on November 14, 2022. I gathered all the information and called Generac to register my equipment and get the warranty registered. They told me that I would not get the 10yr warranty because I did not purchase during the promotion period. I have been in contact with Andrew ***** to no avail and then with William ********** in their warranty department. I have been trying to resolve this matter since November 17, 2022 through today, with emails, phone calls and promised of return phone calls and solutions, but no resolutions have been given. I am not getting the goods sold to me by Andrew *****. They took my full payment at the day of install and have not given me what I paid for. Andrew ***** stated my service contract fee would be $37 a month and I received a bill today for $39 a month. Next, Andrew ***** said that my friend that referred me to them would be a $250 referral. I have not found a way to file this so my friend can get that award. I feel that the sales person has used deceptive practices to insure a sale and the customer service has been horrible in trying to get this resolved.

  Business response

  12/06/2022

  To whom it may concern,

  Andrew informed Mrs. ***** that she could obtain a free 10-year warranty by phoning Generac. However, there was only a free 7-year warranty available after the 10-year warranty expired. For Mrs. ******* generator, Generator Supercenter will honor the 10-year warranty that was promised by the sales rep. The cost of the maintenance plan was $37 per month at the time Mrs. ***** bought the generator. Since then, we have increased our price to $39 per month. Our service department has also fixed this, and Mrs. ***** will now receive the maintenance plan at $37 per month for the first year beginning on the start date. Andrew informed Mrs. ***** that she needed to visit our website to complete the referral form in order to receive the gift card for the referral. This wasn't completed. In accordance with the gift card referral, Generator Supercenter will still honor the $250 gift card referral and mail it to Mr. and Mrs. ******** this week. Please contact me directly if you have any questions or concerns. Rodney *****, General Manager 832-859-****.

  Customer response

  12/13/2022

  [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 have reviewed the response made by the business in reference to complaint ID ******** and am happy that Generator SuperCenter finally responded to my complaints. All items that the salesperson promised have been completed to my satisfaction. 
  
  
   
  

• Initial Complaint

  09/02/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Generator Supercenter installed my 24 Kw generator the first week of August 2022 and overall the experience with the install has been positive. However, the electrician knocked loose my AC drain line in the attic when running the electrical wire from the generator to the sub panel, which cause extensive water damage to one room and insulation in the attic. Generator Supercenter (GS) sent their electricians back out to inspect and they agreed that they had knocked the AC drain line loose and GS would take care of the damages. I called out a contractor for a quote, then submitted the quote to GS. GS reviewed the quote and approved the repairs, then said they would handle the repair amount by reducing my total invoice, or they could just pay the contractor directly. In the end, GS said they would just pay the contractor directly once the work was completed. The work has been completed for two weeks now and GS has been either non-responsive or very slow to respond with payment. GS did contact my contractor and tried to pay with their credit card, but it was declined (this occurred around 8/22). Since then, we are receiving almost no response (other than it has been submitted for processing). I have called and emailed numerous times to get an update and have received no response. GS needs to issue a check immediately to cover the repairs costs of the damages their workers caused in my house. If we cannot get a resolution quickly, this will have to move to a legal process, which I would prefer to avoid. I am not asking for anything special, just for GS to cover the repairs, which they agreed to.

  Business response

  09/09/2022

  There was a delay in processing the check for the contractor because we were waiting on the contractor to send his ***

  Once we received the *** it did not have his tax ID on it. We reached out to the contractor for it and he did get it to us.

  The check for the repairs has been mailed as of Wednesday, 9/7/22.

  I have spoken with the customer and everything is in good standing.
  

  Customer response

  09/14/2022

  [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 have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.  

  Generator Supercenter has responded to me and handled my concerns.

  
  
  
   

  
  

• Initial Complaint

  08/08/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I brought them out to repair my generator and they charged me for the call out and ordered an expensive part that did not fix the problem. The tech managed to get it to run but a few days later it will not start and I am experiencing the exact same problem. They want to charge another $220.00 to come out and look at the problem they failed to fix.

  Business response

  08/09/2022

  We have reached out to Mr. **** and are scheduling a technician to go back out to re-access the problem.

   

• Initial Complaint

  04/26/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a Generac generator for my home in 2020. Annual maintenance is required to comply with a 10 year extended warranty. Annual maintenance was performed by Generator Supercenter in October of 2021. At that time I was asked if I wanted my credit card information to remain on file at their billing office. I told them I did not want my credit card information left on file. On Saturday April 16, 2022 my pool pump failed to come on. This was the result of a defective SM module associated with the generator. I immediately contacted Generator Supercenter and was told someone would be available to service the generator on Monday. I called Generator Supercenter early Monday morning to follow-up on my request for service, and was informed the service call would be billed as an emergency ($325) even though I made the request on Saturday. Then, before the Technician arrived at my home on Monday, my bank account was debited for $325 on the card I previously requested to not remain on file. I did not authorize that transaction. I called Generator Supercenter and asked them to transfer the $325 to another credit card. I gave them the new credit card information. To date the charges have not been transferred. Finally, the Service Manager informed me that it would cost an additional $395 to replace the defective SM module even though I have a 10 year extended warranty from Generac Power Systems (Manufacturer). This would bring the grand total to over $700. I have not been contacted by Generator Supercenter and I have not received any written work order report or receipt. I do not feel I have been treated fairly by Generator Supercenter of Houston.

  Business response

  04/27/2022

  Generator Supercenter Service Manager Jack ****** immediately contacted Mr. ***** to resolve his concerns and take the necessary steps.
  

  After speaking with Mr. ***** all concerns have been address and corrected to his satisfaction.
  

• Initial Complaint

  05/17/2021

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  Generator Supercenter (GS) performed a scheduled maintenance on our generator on 28 April. On 7 May, I discovered that the service technician had left oil stains on the paver stone walkway adjacent to the generator. I contacted GS on that day by phone and email asking that they propose a resolution. They have offered to send someone out to power wash the pavers, but I've told them that I've already tried that and it doesn't work because the oil has penetrated into the pavers and can't be washed out. I've tried to contact the service manager, but he has never been in the store when I called and has never tried to call me back. I've sent him emails outlining the problem and asking for him to propose a resolution, but he's never replied to my email. The persons with whom I've spoken with tell me that only the service manager can resolve my issue. I tried to escalate the issue to the store owner (Mathew ********), but GS would not provide me with his contact information.

  Business response

  06/03/2021

  I have been in communication with Mr. ****** and we have reached an agreement. Mr. ****** was kind enough to purchase some oil stain remover and it worked well.

  I have sent him the reimbursement for the stain remover and all is moving along with his project. Mr. ****** has my personal cell phone for any other questions or concerns.

   

  Thank You,

  Rodney *****
  

  Customer response

  06/16/2021

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

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