ComplaintsforNorwall Powersystems
Need to file a complaint?
BBB is here to help. We'll guide you through the process.
Complaint Details
Note that complaint text that is displayed might not represent all complaints filed with BBB. See details.
Initial Complaint
04/25/2023
- Complaint Type:
- Delivery Issues
- Status:
- Resolved
I ordered a generator from Norwall ***** Systems on August 16, 2021. The unit did not ship until April 21, 2022. Order number ******. As part of the promotion, I was supposed to receive a $50.00 ********** gift card after the unit was delivered. I have spent the last year corresponding with Norwall in an attempt to collect the gift card. They put me off a number of times stating that ********** gift cards are "difficult to get". Which is not true. I was subsequently told that the promotion was canceled. We had a contractual agreement. How can they just cancel?? When I mentioned that I was going to contact the BBB, Norwall deleted the record of my order and all corresponding email from my account. The only thing listed currently is an order that I placed in 2013, #*****. Attached, please find the photos of the "partially shipped" order (no gift card) and what my account currently looks like. I would like the gift card as agreed to.Business response
04/27/2023
Customer sent order message 2/28/22 to cancel order, as they had waited to long. Order was cancelled. Customer then called in 4/20/22 and wanted order reinstated. Order was completed minus FREE Gift Card which is NOT supplied by us and is issued to us thru a promotion program. Customer then called and continued to threaten our staff over the *************** Gift Card that had not been sent out. Due to circumstances beyond our control with the Covid Pandemic, the gift card program we have with ********** was impacted and the receipt of the gift cards from them has been unusually Slow. We have apologized repeatedly to the customer and continued to reassure the customer, we have the order for the FREE ********** Gift Card and that they are in Line. As soon as the Gifts cards arrive, we send them out to the customers in the order they are in.
We will send out 2 $25.00 gift cards instead of the $50 to satisfy this customer out of our own pocket for the Free Gift
Customer response
04/27/2023
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. I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
Regards,
*******************************
Initial Complaint
06/28/2022
- Complaint Type:
- Delivery Issues
- Status:
- Unanswered
I purchased a whole house generator from Norwall ***** Systems which ensured a $50 ********** card within 6-8 weeks of delivery. The generator was delivered on March 18, 2022. I still have not received the card in spite of numerous calls to the company. In fact, their employees are so rude theyve told me consider myself lucky that their company is doing me a favor by agreeing to give me a card. The last employee hung up on me. It has been at least 14 weeks since delivery and would like the $50 gift card they owe me.Initial Complaint
03/17/2022
- Complaint Type:
- Product Issues
- Status:
- Answered
I purchased a Cummins generator for Norwall in 11/18/2021. The generator arrived Novemeber 27,2021. I unpackaged and filled the unit with oil and gas. It was purchased solely to power a pitching machine that I use to do batting clinics for ************* boys. The day of the clinic the generatpor would not start with either the key FOB, the push button electic start, or the pull string. Clinic was canceled after many boys had scheduled and paid to play ball. I called Norwall the next morning and was directed to "******" who gleefully and rudely told me they would not do anything in regard to warrantying a brand new generator and I would have to load it up and haul it to the nearest Cummins repair shop which is over an hour away. She then hung up on me. I called Chase and canceled the credit charge because the unit was defective straight out of the box and the vendor would not assit or warranty in anyway. They point to their "Sales Terms Agreement" which states they don't warranty anything they sell. Chase sent them a dispute letter which they ignored. The funds were returned to my account becuase Norwall did not respond to the letter. "******" then sends me a *** return document demanding that I empty the fuel amnd oil and repackage the unit and send it back. I informed "******" that i would not spend my time removing the fluids and that she could send someone to retieve the unit from my garage. A month later Norwall files a lawsuit in AZ court. My lawyer offered them a settlement deal. I will pay for generator when a working unit is delivered to my home. I agreed to then repackage the first non working unit and return it. They refused the compromise and demanded I pay for the defective unit and their attorney's fees. These people are total crooks as evidenced by all the BBB complaints and bad reviews on line.Business response
03/18/2022
Norwall will Not repsond to ongoing litigation with a customer. Please contact your attorney.Initial Complaint
09/18/2021
- Complaint Type:
- Product Issues
- Status:
- Unanswered
i purchased a generator and transfer switch for over $5000 they advertised free shipping and i was charged $150 in shipping also as the estimate i was sent at first i wire transferred the total cost and they said it would be up to 8 weeks before delivery. then received an email stating i did not include sales tax of over $400 which i called them and gave my debit card information. and nothing transpired i got a second email stating i still needed to pay the sales tax so i sent messages telling how i was unhappy with their handling of my information and that i am trying to do this in a timely manor. finally i called again however now the remainder of the **** is not needed till the generator is ready for delivery some 6 months from now in February of next year. i cant wait that long i dont want to pay a restoking fee as iv read they do on returns. between the added $150 cost in free shipping and the unreal waiting time from 8 weeks delivered to now 6 months plus shipping.....Initial Complaint
09/11/2021
- Complaint Type:
- Delivery Issues
- Status:
- Unanswered
Date of Transaction: 07/15/2021 Amount paid: $2,717.66 ************ Wgen12,000 DF Dual fuel generator Order #****** The wrong generator was shipped to me on 17 August 2021, I refused delivery and never took possession of it. The shipping company R&L Carriers shipped it back to the shipper of origin, and verified to me with receipts of acceptance that it was back in their possession. The company still refuses to refund my money by issuing a credit to my Discover card in the amount noted above. See shipping documents attached signed by warehouse personnel accepting it back from the R&L Carriers.
*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. ↩
BBB Business Profiles may not be reproduced for sales or promotional purposes.
BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.
When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.
BBB Business Profiles generally cover a three-year reporting period. BBB Business Profiles are subject to change at any time. If you choose to do business with this business, please let the business know that you contacted BBB for a BBB Business Profile.
As a matter of policy, BBB does not endorse any product, service or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation.
Customer Reviews are not used in the calculation of BBB Rating
Customer Complaints Summary
6 total complaints in the last 3 years.
0 complaints closed in the last 12 months.