Complaints

• Initial Complaint

  11/06/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  On July 17, 2024 I made a deposit of $3,800 related to Quote # 34385 which had an expiration date of Oct. 13, 2024. Although the contract states that if for any reason the contract is canceled by customer, there will be a 10% restocking charge. The company has been promising a check in the amount of $2,600 which is the $3,800 deposit less the 10% restocking charge. At this point I have not received any refund. The only reason I requested the refund of the full $3,800 is because Generator Super Center failed to obtain a permit for the installation of the generator. I personally visited the Mayor of Benton to attempt to find out why the permit has not been approved. He said that it was not the city of Benton that had to approve the permit. I was never able to find out who denied the permit. Not sure if it was the HOA for Lost River Estates, the Parish of Bossier or some other entity. But the bottom line was that it was Generator Supper Center's responsibility to obtain an approved permit. It was because of their failure to obtain an approval that I requested a refund of my $3,800 deposit.

  Business response

  12/04/2024

  I wanted to check on this one.

  
  

  There in fact was a check sent to Mr. ***** in the amount of $2,600 on 11/27.  We are charged by Generac a 10% restocking fee on the order, which if a customer cancels, they will incur the 10% penalty that is listed in the terms of the contract the customer signs and agrees to.  We unfortunately have to process the 10%, as Generac will not waive the fee for us.  

  
  

  Thank you!

  
  

• Initial Complaint

  12/18/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I initially contacted this business in late June of this year to obtain a home generator. They provided me a quote on 7/8/23 of $15,242.33. I was told that the finished job would be in the 1-2 month range. It took several visits from different individuals, none of whom seem to communicate with each other, just to try and figure out where the generator could actually go. I came to realize this business presently does not even have a functioning physical location, though they say they are moving from a Minden, LA office to Shreveport. Through a series of repeated painstaking events, they continue to display utter incompetence, do not show for appointments, plus tacked on an extra $2000 to my bill. Still, at this point, centerpoint energy, after upgrading the gas meter (which this company only mentioned as a necessity later after their own installation of the gasline and placement of the generator in my yard) found a gas leak at the regulator leading to the home. Despite the fact this sham business stands to collect the majority of my money upon generator activation, after 6 months I cannot get them, despite constant efforts, to fix the minor gas leak issue they caused and actually activate the generator. In my opinion, this business should be shut down as posing a health hazard for delaying needed electricity to people, which could result in catastrophic outcomes.

  Business response

  12/18/2023

  The customer has been contacted by the Shreveport office in regards to his generator installation.  The team will be going out 12/19/23 to fix any issue with gas pertaining to the generator installation.  The generator will be started up and activated after completion of installation.  If the customer has any further issue, please let us know so we can fix immediately!

  Customer response

  12/19/2023

  
  Complaint: ********
  
  I am rejecting this response because:

  This response does not specify the date it will be activated.  This concerns me because I was told verbally they would be activating it by the following day, December 20th.  
  
  Sincerely,
  
  **** *****

• Initial Complaint

  11/20/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  My initial invoice date is 7/24/23 however the generator was not delivered until 9/27/23, and as of 11/20/23 it still is not working. Aside from the horrible customer service, a technician identified several issue wrong with unit that's supposed to be brand new, and that makes me not want it or trust it. The top was damaged, panel damaged, antenna broken, poor installation including the pad that it is sitting on and burial of underground wires was not deep enough. The unit was not put in the correct location from the beginning on my property, and although I had to wait for the delivery of fuel for the generator, no one from generator supercenter came to make that correction from 9/27 up until 11/8. I had been told that someone would be reaching out to me by the name of *** ******** and he never did and when I finally spoke to him, he tells me the number I was calling was his personal cell and wasn't sure how or why that number was being given to customers, never mind the fact that if he had been calling me like all the other reps said he would I never would have had to call in the first place. And while speaking to him he acted as if he had no idea what was going on with my account, only to find that wasn't true. On the day they actually did send someone to turn the generator, he didn't even have the proper equipment to do the job, leaving it looking a mess. The total paid for the generator was 14,233.63 and as of today it is still not up and running. The nature of my dispute is I was told I would be getting a new generator and new does not consist of damaged, I also paid for a pad for it to set on that's not crack and not left in a mess. I would also like to know for certain that it is safe regarding wiring to my house and the burying of the lines and without that assurance I would like my money back. I actually help with the purchasing of my parent's one too and would like to know that theirs is safe as well.

  Business response

  11/27/2023

  The job for ******* **** was completed to the standard of Generator Supercenter and in the timeframe that is normal for our operating procedures pertaining to backlog, permitting, and time frame to schedule the start up of the customers unit.  There are many steps to installing a generator and Generator Supercenter makes sure to adhere to all standards during the installation process.  Some steps may take longer than others given the nature of electrical and plumbing work being done.  All components were fixed if needed to Generator Supercenter standard.  The start up of the unit was successful. We have spoken with the customer about her unit and have ensured her the unit was installed properly.

  Customer response

  11/28/2023

  
  Complaint: ********
  
  I am rejecting this response because:
  On November 15 ********* **** the electrician from generator super center came to turn the generator to the “correct” position leaving it unlevel, and gravel all over the yard. He identified an issue with the charging of the battery and disconnected the gas line never connecting it back. On November 17 a senior tech name ****** came out identified other issues already named in complaint and since that time NO ONE has reached out to me. The generator is NOT connected to gas line, is NOT even working so how could it be to the satisfaction of the company if it’s not even working. I was told by the salesman ***** that he even would call me the week of November 20 and he didn’t. I reached out to him on November 27 only to be told that someone would be calling me and they haven’t as of this morning November 28. I even called the office after I reached out to ***** again on November 27 spoke at another salesperson either by the name of ******* or ******* and was told that he would get an answer in about 5 minutes and someone would call me back and still has not. 
  
  Sincerely,
  
  ******* ****

• Initial Complaint

  07/24/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  This company installed a GENERAC generator outside of my home on or about July 25, 2022. In the early morning hours of July 16, 2023 I experienced a power outage. I contacted the company at 0831 because my generator did not kick on. I was informed that I’d be added to the “emergency list” or something to that effect. Time passed and I heard nothing. I contacted this company again on June 23, 2023 and was told they haven’t made it to my area yet as they were in Shreveport. This was odd to me because one has to pass through Bossier to get to Shreveport but no biggie. The entire 2 cities were without power so I tried being patient. I contacted the company for a 3rd time on July 14, 2023 and was told they would get to me next week. Next week has come and gone. I work from home and can not afford to be without power which is the main reason for purchasing this item. I’m not sure if they are trying to wait for my warranty to run out or what but this is highly unprofessional. I actually had to use 6.5 PTO (paid time off) hours on June 16, 2023 because my generator was inoperable.

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