Complaints

• Initial Complaint

  08/08/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I initially purchased a ***** watt Lifan generator for my foodtruck February 2022 through FactoryPure. The unit delivered to my mechanic's shop. Once installed the unit had to be jumped to start, it didn't power my A/C , as installed on and it backfires when you cut it off. I reported the problems and they arranged for it be serviced. The location determined the into was faulty & the company sent my another unit. The second unit arrived in the same condition. They offered to replace it for the third time and I refused. I explained that this is my foodtruck and my livelihood. I have lost money from not being able to use the generator, going back and forth to the shop and even having to use more of my time to file this complaint. In order for me to get my money back I had to send the defective generator back first. I spent another 3k on a generator so that my business can still run while waiting on a refund. The spoke with the mechanic shop and they sent an invoice to AWS like they requested and they are only willing to pay for 2 hours of work because the new generator isn't a Lifan brand per the manager ***************************. I asked for an email address so I could see if someone on a different tier level would be able to approve the invoice amount. He immediately got offended and told me he'd send the amount to the shop and hung up on me. The shop is still waiting on payment. I called to check the status and they have blocked my number. I called from another number and was able to get through. The representative placed me on hold to speak with **** and the phone disconnected. It's no coincidence that I had to call three times and the fourth time I call from the second number is now blocked. I'm not fully sure who should be paying for the work the shop did but it definitely shouldn't be the consumer. AWS does not seem to want to resolve this issue if I can't get through someone and when I do the calls are disconnected. How Am I the business losing money still?

  Business response

  08/19/2022

  Our first recorded contact with the customer is on 03/31/***** did a return authorization on the unit. ***** contacted the customer as a result and ******* emailed on 4/6/22 and said **** has the part to fix her 15kw generator and that we need to find her a service center.
  
  That day we produced a work order for a Northern Tool in ********, *******. The customer was sent the part **** referred to on 04/08/22.With the purpose of taking it to Northern Tool.
  
  The unit is then RMAd again on 4/20/22.
  
  I spoke to the customer as she called back, and we discussed the generator. She had not taken it to Northern Tool, but a different shop called ******************************************. I then called the service center to get more information on the generator. I requested an invoice from them to see a line-item account of the repair made.
  
  The invoice I receive is the one attached. I called the service center back to discuss why this invoice has metal fabrication and why a labor invoice on a generator would be $3000. I speak to them again and they inform me that the invoice is the total amount for labor and metal required to cut the generator off of the food truck, fabricating new hook *** for the new generator the customer bought and installing the new generator. The generator that the customer bought initially is a Lifan brand generator and the generator on the truck currently is a Generac generator.
  
  The customer is trying to use the Lifan warranty to pay to have metal fabrication done for a custom food truck and having a different companies generator installed.
  
  We RMAd the unit twice.
  

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