Complaints

• Initial Complaint

  05/26/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Purchased a generator in. April, when the generator arrived the serial number had been scratched off. eventually got a serial number from **********************. when the generator was connected it was un usable. The display reads invalid serial number and cannot be changed. ********************** will not support the generator and have advised I pay for a service technician on this BRAND NEW GENERATOR!. I have paid $100's of dollars in fees for multiple visits from the propane company.factory pure advised I cannot return the unit and I have disputed the payment with my credit card company. I was sold a non working unit.I found out today I cannot register the generator because Factory pure have not paid for it yet.I am seeking costs associated with multiple visits from the electrician and propane company , totaling over $1000 and a refund of my generator .

  

  Business response

  06/02/2023

  The issue this customer is experiencing has been confirmed a manufacturer defect and is currently being processed for a return within their (Generac's) system. ************************ has since been working with a local service technician under  try and resolve the issue however the chargeback he started remains open. We've let him know that FactoryPure is in no way liable for any costs associated to the service or installation as this has been confirmed a manufacturing issue. He either needs to uninstall the unit and have Generac pick it up for a refund or continue working with local service centers to resolve the issue. FactoryPure is willing to assist with either route however the chargeback being open is tying our hands. 

• Initial Complaint

  05/11/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Date of transaction - 05/06/23 Order #***** Amount I initially agreed to pay, but have not been charged - $867.08 Factory Pure committed to provide a Generac generator.Nature of dispute - Suspected fraudulent requests to gain personal information by ********************************** after the sale was confirmed. An email from that address asked that I photograph and send a copy of a government ID and credit card. I immediately replied refusing the request and canceled the order. I then contacted my credit card company to dispute any charges from Factory Pure. My credit card had not (still has not) been charged. Today (05/10) I received notification that my order was being shipped. I immediately called to ensure Factory Pure knew that the order had been cancelled 4 days ago and why I cancelled it. Factory Pure said they'd cancel the order but charge me $107.20. I of course refused and re-notified my credit card company to ensure stop payment on anything related to Factory Pure.In email correspondence, Factory Pure said I was flagged as a possible fraud during the transaction, which triggered the request for a picture of a government ID and credit card (name legible and all but the last four digits covered). By any reasonable logic my being flagged as a potential fraud by Factory Pure and my refusing to provide a government ID and credit card picture would stop the sale automatically. Why would a reputable company flag a buyer as potentially fraudulent, contact them for personal information, not receive it and then continue to process the order. Instead of supplying the requested documents I responded that I would never do that and was canceling the order. Factory Pure has not resolved the issue and I have notified my credit card company to dispute any charge from Factory Pure. I will not pay any restocking fee for an issue Factory Pure initiated and failed to follow through on. The product is now being provided by Amazon for the same price by Friday.

  

  Business response

  05/12/2023

  Fraud checks are automated through a third party company called NoFraud.  They trigger some responses on there end.  In certain cases we are able to clear the order on our side.  Cancellation as stated in our shipping and returns section is to be done via phone call - not email.  This is a particular example of why that is neccesary.  We did not receive a cancellation request via phone call.

  Customer response

  05/18/2023

  Complaint: 20044763
  
  I am rejecting this response because:
  

  Same logic as before absurd process horrible internal communication with a company identifying itself using your Factory Pure Support email address. Simply modify/fix your broken internal communication with your paid contractor and stop trying to bilk the consumer out of restocking charges your system failure creates.   

  Also, I did call and cancel the order, which prompted this mess and I just this morning received an email saying my Factory Pure order is out for delivery. You guys are either a sham or completely incompetent. Either way I am not accepting this order because Amazon had it here a week ago. I am never paying a fee to Factory Pure and only want you to GO AWAY and STOP emailing.

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

  

  Business response

  05/19/2023

  The customer called in on 5/10 saying he cancelled via email but the shipping timeline via *** tracking # 1Z1744250391654746 (attached) clearly shows this shipping out on 5/9 before we heard from the customer. So I'm unsure why he's claiming we shipped this AFTER he asked to cancel over the phone. This was already returned to our warehouse yesterday and the customer was refunded minus the appropriate fees to the original payment method as outlined previously in our policy. 

• Initial Complaint

  03/27/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I just bought champion quiet generator and this generator is loud. Checked on factorypure website that it said 72db, and is loud. Called champion power equipment customer service and they told me that is taken 23 feet away but factory pure didnt advertise that. False advertisement. Called factory pure and they said that they dont take return on generator even though is not being used. Lost 3k with generator from this company. With this being said. I want both generator to be refunded

  

  Business response

  03/29/2023

  Our listings are copied directly from the manufacturer.  23 feet is standard industry distance as people are not (nor should be) standing direclty next to the generaor most times. This is not something that is required to be listed on all products as it is standard for the industry.  23 feet is the minimum.  Some manufacturers test at 50 plus feet.  72 decibels is quite good for a generator that size, it would be difficult to find something quieter. 

  Customer response

  03/29/2023

  Complaint: 19857606
  
  I am rejecting this response because: i did check on the championpowerequipmemt website and they do said within 23 feet but your is not. With that being said you guys advertising false. It should stated there 23 feet away. It doesnt matter what the people should or should not  stand next to the generator but you are as a company should be clear and not false advertising. All i want is that if you refund it because it is not as advertise in your website. If the generator is quiet as advertise i wouldnt ask for refund but this is not as advertise. You should refund it. Now being that your policy is 20% restocking fee thats when the customer fault but this your fault as a company advertise different than the real one.  It should not be restocking fee at all. What kimd of company are you when someone buying a product and you dont care what people thinks about your product. Give me money back
  
  Regards,
  
  *******************

  

  Business response

  03/29/2023

  There was certainly no false advertising.  It was not listed that it was tested from a closer distance.  Noise is always measured from a 23 foot or greater distance on small engine items.  This would not qualify for a free return.

  Customer response

  03/29/2023

  Complaint: 19857606
  
  I am rejecting this response because:who said it always advertise  23 fett away. Thats you because you false advestise and you keep telling me about it. When i checked on your website and i didnt see it it means it does not. If you dont refund my money you will hear from my lawyer. I will *** you and i will post this on social media what a liar you are. This bbb will not stand idle for false advertisement. 
  
  Regards,
  
  *******************

• Initial Complaint

  01/16/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Had a very damaged generator for approximately $7k delivered without anyone to inspect the delivery and truck driver forged the signature claiming no damages were noted. They refuse to refund the purchase and blame the trucking company and trucking company said it wasnt insured properly by factory pure so Im out of $7k.

  

  Business response

  01/17/2023

  With freight shipments any damage must be notated on the *** when signing for it.  We put large stickers all around the package notating to inspect and sign for damage.  If this is not done, the carrier would deny any claim and can argue the damage occured after the item was delivered.  Our hands are tied in this case, this is why we make it known it must be inspected.  If there is a claim of fraudulent signature, that would need to be discussed with the carrier or an attorney.

  Customer response

  01/17/2023

  Complaint: 18812371
  
  I am rejecting this response because:
  The shipping company said the correct amount of insurance was not selected from Factory Pure so between Factory Pure not insuring correctly and being delivered with no one to inspect or any keys to unlock it even if someone was there it couldnt be inspected before driver left. Just want what I paid for in working condition not this scratch and dent special. The customer service for ******************** doesnt lift a finger to resolve this and the trucking company is blaming Factory Pure for not insuring it properly.  Im the customer that received damaged goods its obvious I didnt do the damage also cameras on the house showing delivery and showing no one touched it til I opened it to find damage so its not my fault. I didnt hire the trucking company either Factory Pure did so they should step up and stop trying to pass the buck to an innocent customer that has his hands tied and relied on Factory Pure to get a working unit to the address with correct insurance in case of damage. Their hands were not tied they made all the arrangements and I couldnt have set it up anymore than I did its their product their choice of trucking company that they work with.  Factory Pure knew exactly when it was delivered but no one told me I had to call and ask when it will arrive and they said oh it was delivered days ago.  Someone should of called to give a time frame so it could be attempted to be inspected. Just want what I paid for in an undamaged state of condition. 
  Regards,
  
  ***********************

  

  Business response

  01/19/2023

  With the freight company insurance is automatically applied, there is not an amount we select.  I am sure they mentioned this to send the complaint our way, but freight companies do not pay out claims unless damage in notated when signing for the item.  This is not a matter of a proper amount of insurance on the item, rather that damage was not inspected for or notated when signing for the item.  This is why we have stickers all around the package indicating customers to inspect items before signing.

  Customer response

  01/20/2023

  Complaint: 18812371
  
  I am rejecting this response because:same notation, no one was there to inspect it, no keys to open it to inspect it and driver signed for it.   The main issue is the delivery was set up by factory pure, the insurance is factory pure responsibility, the unit was severely damaged to the point of definitively no question someone had to know it was damaged no way around it because it had to have been dropped from a forklift or off the docks, it is criminal and total travesty that from factory pure, the provider of the unit, has no concern or intentions to take stand behind their product or try to make the paying customer while with the purchase, only a quick rejection to deny any obligation to do whats right and follow up with their shipping company and investigate what happened, who signed for it and meantime replace the unit and give the customer what they paid for instead of lining their pockets and leaving the customer holding the bag and ultimately passing blame by saying they have writing on the package that it needs to be inspected first.  If no one was their to inspect it and driver signed it and left it there in driveway how is that the customers fault.  Ive been trying to get this resolved for months now and not once has factory pure called or tried to resolve this only pass tge buck and count their money.  Again no one was their to inspect it, no keys to open it to do inspection even if someone was there, driver signed for it, I didnt hire the shipping company and have spent hours upon hours trying to get shipping company to do something but denied because of improper insurance coverage listed by factory pure. How can I be responsible for this and how can factory pure feel like this is good business practice to take the money, set up the delivery and after damage was reported from an item that has writing on it that says must be inspected first but no opportunity to inspect the unit was given, signature from the driver they hired was applied to the delivery receipt, how is this deemed respectfully an achievement of a successful sale and successful customer service to resolve the matter of $7k that was given to them for the unit.  Its their responsibility to deal with this not me although Ive tried to do their job for them because of the total disks respectful attitude from sales staff and management that is standing behind this, for better terms, **** OFF!  Just come get this anchor and return my money immediately, this is factory pure disregard for everyone except factory pure profit that they dont deserve. Now I have months of trying to work with them but still passing blame to me for their product being delivered mangled to the point of a pile of garbage that weights ****************************************************************************** on top of it all. Hopefully this is understandable to everyone, they say their hands are tied I disagree their hands are too busy counting my money my hands are tied I have nothing to do with the damage and no opportunity to inspect the anchor they left for me by their delivery company that told me it wasnt covered with proper amount and that their is no way for me to prove they did the damage ultimately calling me a liar like I did the damage. Does this sound like a disregard to the paying customer followed up with a total insult by blaming me for something I had no control of. Got to give the customer a chance to inspect it if thats the rules, again I didnt get the chance to inspect it.  DO YOU UNDERSTAND!  You tied my hands reached in my pockets and kicked me to the curb cause you have writing in the box!  Do what is right and return my money and deal with it like a reputable business would dont pass the buck to me. I expect to get what I paid for nothing more nothing less and your writing on a package that was delivered without being inspected doesnt relieve you of this scenario.  I cant be more plain about it without totally insulting factory pure which isnt my intention although they have insulted me vastly with this mindset of blaming customer for their failure.  
  
  Regards,
  
  ***********************

  

  Business response

  01/24/2023

  To reiterate, this does not have anything to do with the insurance being added, all shipments come with insurance from the carrier.  The issue is it was not signed for as damaged and therefore any claim is denied.  Damage was reported a couple of week after delivery. We received pictures of the unit already moved and installed on a pad. The carrier does not allow a claim as the item could be damaged after the fact. 

  Customer response

  01/25/2023

  Complaint: 18812371
  
  I am rejecting this response because:
  To reintegrate the unit was dropped off with no one to sign for it but the driver signed it as if no damage, the keys were missing to open it so the driver couldnt have checked it.  The damage was so severe that it is apparent it was dropped from a high level, we moved the unit 5 feet from drop off point and it would be impossible to cause that damage not to mention the 24/7 video camera that shows the time from drop off until it was moved 5 to pad.  Shows cardboard coming off and no key to open so filling day came back to open with keys and noticed damage and immediately reported it.  Instantly the sales rep denied any coverage and it seemed like he was expecting my call.  He never tried to assist with any replacement just totally blamed me for accepting a delivery and not inspecting it before driver drove off. Not sure if its being understood but NO ONE WAS TGERE TO ACCEPT THE DAMAGED UNIT AND DRIVER SIGNED IT AS IF NO DAMAGE AFTER CONTACTING TRUCKING COMPANY THEY SAID THAT IT WASNT INSURED PROPERLY.  Whoever is responsible for that not sure, all I do know is that it wasnt in my scope or control with the insurance or delivery company used.  Instead of calling the ******** a liar and stating that the truck company is in charge of insurance amount, which Im not sure how they would know how much the cargo sold for to apply the proper insurance,it seems like a reputable company would replace the unit and try to resolve the problem.  I was told immediately it was my fault and Im out of luck and $7k in trash.  1) I have proof I didnt do any damage 2) keys missing 3) delivered with no one present although signed as if owner signed it as no damage 4) never followed up with me once 5) after all of this proof and not being able to inspect the damaged unit basically trying to blame me because I moved it 5 feet on rollers on video, that is the attitude from the first second I reported it. In addition I asked did it get inspected before sending the damaged unit and they said they only inspect the cardboard wrapping, the very wrapping that tries to disclaim any responsibility if they are fast enough to drop it off without anyone to inspect it and sign themself and run away like you werent there to inspect so its your baby ha!  What more do you need to know they obviously tied my hands and stuck me with a damaged product that 100% was a deceitful act because there is no way possible someone didnt know, someone knows it was dropped from a high level and couldnt have not noticed.  All motor mounts popped out intake and parts all cracked up it was violently mishandled and its a criminal act to deny it and even worse to try to blame me for moving it 5 feet away.  GET REAL.  In my opinion at this point that someone should have charges placed on them for a wrongful attempt to deceive the ******** and damages to be paid in addition to replace if the damaged unit.  I see online that this isnt anything new for them they obviously are well seasoned and quick to try to blame everyone else , not even an apology.  Im very upset about this blatant attempt to point their finger at the paying ******** and leave them hang out to dry.  Its cut and dry no one was there to sign or inspect, it was left there with forged signature stating no damage and wasnt insured properly by Factory Pure.  Its all Factory Pure thats who I purchased it from they set up delivery they cashed the check and they are the first to say tough luck mr ******** you cant prove we did the damage.  I can prove someone did it prior to delivery so it would seem that tgg if e seller would be the responsible party to make it right and to research the scenario with truck company not throw ******** under *** and have me try to investigate with their delivery company. They are looking so guilty its not funny.  Not one attempt to investigate but all their energy has gone toward blaming me for moving it 5 feet away.  COME ON! REALLY! Terrible terrible attempt to steal my money.  I have no intentions on letting Factory Pure to get away with this and I would request arbitration I feel confident that a third party would be able to sniff this out and shake a few trees inspect and review  the evidence and scenario that it will all be evident that not only should they be responsible but reprimanded for avoiding their fiduciary relations with the ********.  
  Regards,
  
  ***********************

• Initial Complaint

  01/06/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Tracking number3927 **** ****. Ordered a tankless hot water heater. It arrived. Defective contacted them within two days of delivery. They would not handle this situation. Said we are on our own that we have to have a plumber come out and fix it. They would not refund our money or replace.

  

  Business response

  01/09/2023

  We did not say you are on your own.  We informed that since this is installed it would have to go through the manufacturer's warranty process as opposed to a return.

• Initial Complaint

  01/06/2023

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I ordered a Stove on 12/14/22. I was contacted the next day and told it wouldn't ship until 1/5/23 (the original estimate was something like 12/25/22) and asked if I still wanted to order it. I responded, to them saying I did. Well 1/5/23 rolled around so I asked them if it shipped.They apologized to me and told me it wouldn't ship until 2/6/23 now. I checked online and noticed the ship date from their competitors were also in that exact time range. I called and explained that it looked like someone failed to order on 12/15/22 and now the install I had already paid half upfront for that happened 1/23/23 would have to be moved which pushes that install out almost 2 months and costs me MORE money to change the date. He assured me that he could see the date it was ordered as 12/15, but when I asked him for a redacted copy proving that information he refused and disconnected the call. I called back to be told it was "against their policy."So now I am going to be stuck with extra expenses and an even longer wait due to their ineptitude.I understand that mistakes happen, but this has been on ball drop after another. They refuse to own up to their mistakes and when given the opportunity to prove the issue was on the supplier... they refused. The person that asked me if I still wanted to order when the ship date changed should have followed up with a confirmation that the order was placed after our communication. I should have been informed the instant that the ship date shifted even more so when we are talking 31 days. There was zero reason to not send me a redacted confirmation of their order date with their supplier. I full suspect that the person that notified me of the initial ship date change never actually placed the order with their supplier until I followed up about a shipping number on 1/5/23.

  

  Business response

  01/09/2023

  We certainly apologize for the delays.  These are manufacturer direct so we can only relay the ship date they tell us.  They likely had some unforseen reasons from the multiple delays.  This is not common, but does happen from time to time.  Moreso with the current climate.

  Customer response

  01/10/2023

  Complaint: 18696271
  
  I am rejecting this response because: I understand that shipping delay do happen, but this is not the case here unfortunately. I also want to say that after submitting this they cancelled my order because they "have the right to refuse service to anyone", which is true post-sale, but as we had an agreement and money changed hands this doesn't really apply.
  
  In the end they cancelled my order and left me scrambling to find a replacement. They effectively caused me to incur several hundred dollars postponing the install of this appliance. Luckily, the replacement vendor I found was able to order that same day and get me a unit drop shipped EARLIER than the timeline they provided me, just reinforcing my original assumption.
  
  I most strongly judge a company by how they handle problems. Any company seems great when things are going smoothly, but it is the way problems are handled that really make a company shine. FactoryPure - failed repeatedly in this area and then when I made this report they doubled down and cancelled my order in retaliation. I will never give them my business again and I advise others who might read this to take this into consideration as well. It is a ******, do you roll the dice?
  
  Regards,
  
  *************************

• Initial Complaint

  05/09/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a generator from them for $908.46 on approx. 03/07/2022. Within a few days it became apparent that the generator was consuming and inordinate amount of fuel, costing us about $125.00 per day. I called to advise them of this on approx. 03/10/2022 and they said Factory Pure could not help me. Then on the evening of Saturday, 03/12/2022, only 7 days after taking receipt of this item, the item completely shut down and stopped working. I called them the following day on 03/13/2022 and the were closed. I called again the following day 03/14/2022 to advise them what had happened. They said they couldnt help me that it was a warranty issue and that we would need to contact the manufacturer. We do not have the ability to load this heavy piece of equipment nor a the type of vehicle needed to take it anywhere. I told them that I did not want this faulty generator and to please make arrangements to have it picked up and to issue me a refund. They refused. They said they would only pick up and unused item. I have asked them several times to pick it up. It would cost me a fortune to pay for the shipping as it was brought in on a tractor trailer. We have an infant in the home and require power to heat formula. In addition, we live in Florida where having air conditioning is required. We were forced to purchase another generator for $899.00 elsewhere to meet these needs. My Bank, ***** ****, saw fit, based on the documentation I provided, to reverse the charge made to Factory Pure for this faulty equipment. Due to this charge reversal Factory Pure is threatening to file suit against me and defaming me by falsely accusing me of theft for, as they claim "theft for not returning the generator"

  

  Business response

  05/09/2022

  Is this item boxed and on a pallet and ready for pickup?

  Customer response

  05/19/2022

  Complaint: 17175233
  
  
  I am rejecting this response because:
  this does nothing to address the issue of them selling me a faulty product and refusing to credit me back the reason they're threatening me is because my bank agreed with me and reverse the charge. Moreover, this is proof that they're defaming me even though they've been told to please pick up this generator several times they're insinuating that I'm a thief to add insult to injury. Apparently they have many complaints against them from consumers and something should be done directed by this this isn't $20 or $50 this is $1,000 and they've done this to a lot of people.
  
  
  Regards,
  
  
  ******* *******

  

  Business response

  05/20/2022

  At this point, you kept the money and the product - so yes it is theft.  Our return policy states returns are not allowed and must be locally repaired.  This is an $849 item and both ways of shipping is $600.  It is not something we can take returns for.  You filed a chargeback and currently have your money and the product.  You need to respond to the emails from ************************** about having the item returned or a lawsuit will be filed.

  Customer response

  05/20/2022

  Complaint: 17175233
  
  I am rejecting this response because:

  Please stop lying as there is a paper trail that i have communicated with you several times.   I caution you not to accuse someone of theft when there is no legal basis for it or you could be subject to a defamation suit. 

  
  
  Regards,
  
  ******* *******

• Initial Complaint

  04/06/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I bought a generator and it has had issues from day one and not working. I am handicapped and it is hard for me to load and work with this item. If it had broke down after after me using that would be one thing but it came broken and then to tell me deal with the company it is the product of and take it over a hour away when I can’t is unacceptable. I need help getting it replaced.

  

  Business response

  04/06/2022

  Per our retun policy there are no returns on small engine items.  They have to be repaired under warranty.  The manufacturer provided information on where to take it in for warranty repair.  This would be the reoute to take in order to repair the generator.

  Customer response

  04/07/2022

  Complaint: 16991513
  
  I am rejecting this response because: they sold me a defective item and just told me to deal with warranty and company of generator.  They sold me it and it didn’t work.  Me being handicap shouldn’t have to drive an hour when they sold me a defective item.
  
  Regards,
  
  ***** *******

*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. ↩