Complaints

• Initial Complaint

  10/07/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We purchased a generator for our home one month prior to the hurricane that hit our area the generator broke down and a part melted. We were told the part was ordered and when it comes in it will be replaced.A few days before the hurricane we called and we were told by the General manager ******* ****** that she found the part and was having it over nighted to be installed rain or shine the very next day.Well that never came to pass and here we were 6 days no power no water and all our food went bad along with *********** of 10//7/2024still no part still no generator and all we get is the run around via the phone, another hurricane is coming and no generator.This is ridiculous and so unprofessional, we need the generator removed and or replaced so we can purchase another generator from a far more reputable company

  Business response

  10/24/2024

  
  BBB Claim Response:

  
  Dear BBB Representative,

  
  We appreciate the opportunity to address the concerns raised by *** and Mrs. ****** regarding their Generac 26 KW standby generator purchased from Generator Supercenter.
  *** and Mrs. ****** purchased their generator on September 13, 2022, with installation completed on December 12, 2022. At that time, they participated in a successful test demonstration and opted for our remote monitoring service. On December 19, 2023, they chose not to continue with the maintenance and monitoring service, and we removed the monitoring device accordingly.
  Following Hurricane *****, on August 7, 2024, the ******* requested service maintenance and reinstallation of the monitoring device. During the scheduled service on August 19, 2024, our technician diagnosed damage to both the wire harness and unit controller. We confirmed that these components are covered under the Generac manufacturer warranty. We promptly placed an order for the necessary parts, but unfortunately, the wire harness was on back order.
  We understand the urgency of their situation, especially with Hurricane ****** approaching. Our General Manager, ******* ******, made every effort to expedite the process, including reaching out to another Generator Supercenter to locate the parts. While we were able to secure the parts, the shipment was unfortunately delayed due to the hurricane's impact.
  Once the parts arrived, we contacted *** and Mrs. ****** to schedule the installation. However, they informed us that they had opted to use another dealership for the repairs. At this point, we closed the service calls, as they decided to go a different route.
  We are committed to providing the best service possible and deeply regret any frustration this situation has caused the Dinoffs. We understand their concerns and remain available should they need assistance in the future.

  
  Thank you for your understanding.

  
  Sincerely,

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

  General Manager

  Generator Supercenter of Savannah

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