Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

• Initial Complaint

  Date:04/25/2023

  Type:Delivery Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  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

  Date: 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 Answer

  Date: 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

  Date:06/28/2022

  Type:Delivery Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  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.