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:03/18/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore 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.

  Bought the *** *****E from ***** Club in 2020. It sat in my heated garage for its entire life. I made sure to change the oil in it every spring, regardless if it needed it or not. This past Sunday, we were slammed by a tornado. I ensured that the oil was to level, it had fresh gas, and the filter was in clean condition. The power has been out for the past couple days. I literally used this machine for a total of 50.1 hours and it blew a hole through the crank case. I contacted customer service and all they can do is sell me an engine and I would have to pay for shipping too. Nothing like getting slammed by a tornado and now down $1000+ due to the generator blowing up after 50 hours. It is definitely a defective crankcase. Absolutely ridiculous.

  

  Business Response

  Date: 03/19/2025

  Thank you for reaching out to us through the BBB. We take customer concerns seriously and strive to ensure a positive experience for all of our customers.

  We have reviewed your complaint and the details surrounding your situation. According to our records, your generator was outside of the warranty period at the time of your inquiry. While our warranty policy is clearly outlined, we understand that issues can arise, and as a gesture of goodwill, we offered you a 50% discount on the necessary replacement parts. This was done in an effort to provide you with an affordable solution despite the warranty having expired.

  If you have any further questions or would like assistance with the replacement process, please dont hesitate to reach out. We are here to help.

  
  Thank you for your understanding.

• Initial Complaint

  Date:09/22/2024

  Type:Product 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.

  Purchased a brand new ** Power 2000 ***** portable generator on July 8, 2024 via ******. Machine stopped generating power within 2 weeks of delivery with an overload alarm even though nothing was plugged into the generator.Called customer service where they trouble shooted the issue as being the invertor module and sent a ***lacement module received on August 13, 2024. This was installed on August 14, 2024 but still did not solve the problem.I have been in contact with ** Power via email since then but have not received any further response since September 4. I have asked for a refund or ***lacement which is entirely reasonable since the machine has not worked mere days after purchasing. No response from ****** ******* the ** *** since then. I am now totally frustrated having spent $533 for a new generator which does not work in addition to shipping and duties and taxes.

  

  Business Response

  Date: 09/24/2024

  We received the attached complaint and wanted to inform you that we have
  resolved the customer's issue. Although he was located in *******, where we
  typically do not cover the warranty, we were able to reimburse him.

  Customer Answer

  Date: 09/27/2024

   Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

• Initial Complaint

  Date:12/31/2023

  Type:Service or Repair 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've been getting the run around for a year now with a gen that I bought from ***'s club and valves broke short story had a problem with the replacement gen was sent to wrong address and came up missing, called again told for inconvenience I would get new gen and parts for old have not received any news being,ghosted this was told to me when I said I wanted money back and I was going to contact corporate, by far worst warranty service ever I'm a mechanic, and never had an inconvenience like this, *****...

  

  Business Response

  Date: 01/18/2024

  Hello,

  This case has been resolved as ************** has received a new generator. Thank you.

  Customer Answer

  Date: 01/18/2024

   Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

• Initial Complaint

  Date:12/08/2023

  Type:Billing 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 informed the ipower in March ********************************************** Nov 2021. However, I have noticed that they have ignored my request and charged my credit card in Nov 2021 and Nov 2022 and Nov 2022 and they are not responsive to refund me for these unauthorized charges.

  

  Business Response

  Date: 12/08/2023

  *****************************, CEO of A-ipower. 
  I have absolutely no knowledge nor understanding of this complaint.  
  

  I require a clear explanation of the complaint or I can take no action. 

• Initial Complaint

  Date:11/04/2023

  Type:Service or Repair 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.

  Purchased an A-iPower GSX7100iRD generator online from ******* The generator arrived on 10-16-23. The generator had a broken wheel and there was no damage to the shipping box. Emailed A-iPower on 10-18-23 asking if the wheel can be replaced, or should I return the generator. I was advised by email that I would be sent a new wheel. In the email A-iPower asked for information for the claim. I sent the information back (e.g., copy of receipt, photo of damaged wheel). 14 days later I have not had a response (ghosted), so I called them on 11-1-23. I was asked if I received a case number, and I said no. The person I talked to told me that I was not contacted back since I did not have a receipt to show I bought the generator (the one they shipped to my house, again, ghosted). I advised the person on the phone that a copy of the receipt from ****** was included in my email, and I forwarded it to them as proof (three different email addresses on email). I also contacted ****** and the invoice I had from the online order is the receipt or proof of purchase. I was advised on 11-1-23 that they will try to send out the wheel today if possible, and that they will email me with the tracking information on 11-2-23 ****** Ghosted again, three days later and no information or contact (I emailed back on 11-3-23, and even used A-iPower's online form to contact them). ****** advised that I could return the generator at no cost to me. I would rather keep the generator and get a new wheel to replace the one that was broken. I hope this is also not a sign of poor customer service if I ever have a warranty claim. Still thinking about returning the generator over one broken wheel.

  

  Business Response

  Date: 11/06/2023

  Hello,

  I truly apologize for your bad experience. The good news is your part has shipped under **** tracking 9405511206204802645897(please all 24 hours for **** to update their system). Please don't hesitate to reach us at ************ or you can email [email protected] for support. Thank you and have a wonderful day!
  

  Customer Answer

  Date: 11/09/2023

   Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

• Initial Complaint

  Date:07/10/2023

  Type:Service or Repair 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.

  Purchased $1000 generator from A-ipower in March of 2021 and still waiting for repair. Contacted them and spoke to Gustavo, and now he no longer works there, the company repairing still waiting for short block, ****** is now the contact, but still no parts I have waited over a YEAR for a machine that was under warranty at the time it broke and did give all of that information to A-ipower. Calling ###-###-#### or ###-###-#### get put on hold, if you give a call back, they NEVER call back, if you wait on hold it goes from 14th in line all the way to 3rd and then goes back up to 14in line, called for 4 hours today, and can NOT get thru to anyone.

  

  Business Response

  Date: 07/25/2023

  Hi ******,
  
           This customer was contacted and had her unit completely replaced. It was hand delivered from my local repair shop in Puerto Rico. Please consider this as case closed. thanks,
  
  
  ***** ******
  
  Technical Services Manager
  

• Initial Complaint

  Date:06/06/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore 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 A-I Power sua12000e generator as a power backup for my home since my wife needs medical devices with backup power. it was serviced regularly and run for short periods to circulate the fluids. at 16 hours of use it failed to start. After several failed attempts to reach the company, I brought it to a local Mechanic. was told it had a bent valve and only the manufacturer could provide a replacement. after several more contact attempts I reached A-I's service dept.and was told I would have to purchase the parts as I could not find the receipt. since then it was determined it was a valve retainer (keeper) that failed (a factory defect). so far they have sent 4 replacement parts all of which were either incorrect parts or failed upon install. at this time this NEW generator from a reputable company is costing me more in labor costs than a new one would be and it still does not work! After 4 months they should have supplied the proper parts or replaced the generator as hurricane season has returned. my fear is that she will have to stay in a shelter again this year as she did last year after Ian made landfall and we lost power for 2 weeks and this generator failed when needed. this one is obviously a lemon from the factory.

  

  Business Response

  Date: 06/20/2023

  Hi ******

  This Customer had our model ********* with no proof of purchase or was out of the warranty period and we had notified him of the cost for the parts – this is when the customer contacted BBB with the negative complaint – however we have provided him the parts at No Charge and were shipped to him by FEDEX tracking # ************ – this was delivered on 6/16/23.

  This case is now closed so if you can kindly have this BBB Case ID # ********

  Thank you so much

   

  ****** ****

  Executive Vice President

  Customer Answer

  Date: 06/22/2023

   I am rejecting this response because:after several attempts to contact company to find repair center took it to local repair shop. the motor shows a production date of Dec 2021 with a 3 year warranty. it took 6 attempts to get the correct replacement parts, which I paid for. I was told repeatedly the issues were caused by me, the only times this generator was run was for a monthly (10 min) maintenance and at local service shop . the issue was from a failed valve keeper which had a manufacturer defect. very disappointed in the quality of the product and customer support  cost of repairs were over $300.00.

   

• Initial Complaint

  Date:01/06/2023

  Type:Service or Repair 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 bought a generator from them that’s still under warranty,it started burning oil therefore smoking and it **** eventually ruin the generator. I contacted them about it,sent a video and they said they’d sent me the top part of the motor which has nothing to do with what’s wrong with the motor. I told them I wanted a new motor because that’s the only way to fix the issue,after that I could no longer get in touch with anyone and a couple weeks later I receive the parts for the top of the motor. I put them on and like I said it did nothing to fix the issue. I paid $1,200 for a generator and I depend on this generator to make a living and they don’t want to honor the warranty.

  

  Business Response

  Date: 01/17/2023

  Case # ******-45137 / **** ******

  Customer had new unit which was burning oil and we sent him the engine part but customer wanted replacement as it was a new unit , replacement was sent by R&L Carriers Pro # 97****49-8

• Initial Complaint

  Date:12/29/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore 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.

  Purchased: 11/26/2022 Shipped: 11/28 Received @ store: 12/08 Picked up @ store: 12/10 Attempted (but failed) to start 12/18 Attempted to contact business via email: 12/25 (no email reply to date 12/29) Phone calls and attempts: 12/26, 12/27 (1.5 hours total between 2 days) 12/29 (40 minutes) 12/26- Attempted to contact company starting caller position in 1 hour's time: 4th, 2nd, 1st, 3rd, 5th. Never spoke to rep. System tried to force me to enter my phone number for a call back numerous times. I did after the first 10 minutes and did not receive a call back with in 20 minutes even with being "1st caller in que" so attempted a second call for the additional 40 minutes. On 12/27, after 35 minutes of trying to get a rep, it was agreed that I could warranty my generator for service at Northern Tool about a half hour away from me. When I took took the generator to the service department that day they attempted to fix the problem but said it's broken and needs a part replaced. They warned me that it will take 1-3 months for the parts to come in and have been waiting on parts to arrive for another Ai-Power generator that is currently sitting in their shop. They often have this long delay for parts with this company. On 12/29 I attempted to reach out to the company to inquire about a replacement vs a repair and sat on the phone for 40 minutes getting pushed further and further back in que. Started at position 7 and hung up 40 minutes later in position 13. Ai-Power Case number: ###-###-####8

  

  Business Response

  Date: 01/17/2023

  Case # 2***12-46118 / ********* ********

  Customer had taken unit to a outside service repair shop for repeated service and unit continues to have issues . We have shipped customer a replacement unit FEDEX Tracking 3933****0733

  Customer Answer

  Date: 01/21/2023

   I am rejecting this response because:
  
  I agree that a new generator was shipped. I have received the new generator unit. Even though it arrived in a box that was broken on the side, tape hanging off of it, and one of the plastic straps missing, the generator still runs and was not damaged to the naked eye. However, I would like a refund of some sort for the fluids that were in the other generator, as it was being shipped back from the repair shop and I was unable to drain the 4 gallons of gasoline and fresh oil that was put in to it for the new generator.

• Initial Complaint

  Date:12/29/2022

  Type:Product 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.

  Purchased SUA2300i invertor generator from Sams Club December 2021 and used once. Used fuel stabilizer to store and when pulled out in Fall to test would only run with full choke. Called customer service multiple times, told to put can of Seafoam in gas and run for at least 30 minutes. Did this and did not resolve. Tried calling customer service line multiple times only to be put on hold "in queue" for over an hour, get to "one" in queue and told to leave number for call back. No one ever called back, finally after multiple attempts, get a hold of a person who says unit must be sent back, sends link for shipping with expired shipping label prompting many more phone calls with same results as above. Must have special box made to ship unit, ship unit back and have heard nothing from company. Multiple emails sent to customer service representative (multiple representatives), cant reach anyone on 800 number, just goes to hold music where you sit on hold for an hour then are told enter your phone number and no call back...no response to emails. Now I am out a generator. I have not been told if the unit will be repaired or the status of my case. I want my generator replaced, I purchase a warranty and have had to jump through ridiculous hoops. This company is not reputable.

  

  Business Response

  Date: 01/17/2023

  Case # ******-44936 / ******* ******

  This was product which customer brought for an Internal repair – after review by our service team – this was deemed no reparable. We have shipped the customer a new replacement unit

  FEDEX Tracking 393*****9585