ComplaintsforA-iPower

• Initial Complaint

  12/31/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  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

  01/18/2024

  Hello,

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

  Customer response

  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

  12/08/2023

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  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

  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

  11/04/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  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

  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 response

  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

  07/10/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  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

  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

  06/06/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  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

  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 response

  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

  01/06/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  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

  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

  12/29/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  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

  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 response

  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

  12/29/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  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

  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

• Initial Complaint

  10/04/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I bought this item from ******* (September 14, 2022, Order# ***************, Total of $439.90, FedEx Shipment ************, REFERENCE Invoice #****** *************, FROM: AIPOWER - ***** ******** *** **** * ******** *** *** ******. When I opened the manufacturer's box, I found out that Oil and DC charging cables were missing from the "WHAT'S INCLUDED/ CONTENT" in the Box (This is written in their packaging boxes). I also found out from the comments of many buyers complaining that the oil was missing from their package but not the DC charging cables. I did not return this to ******* because I wanted this. On September 24, 2022, I emailed the manufacturer (A-iPower) via my yahoo requesting to please supply the missing item to satisfy this transaction. They did not respond. On September 27, 2022, I emailed the manufacturer (A-iPower) again via my yahoo, stating that if they are not answering my previous email, I would report them to Better Business Bureau and have all my money back. Again they did not respond. On September 29, 2022, I visited their website (*************************************) and clicked on Service & Support (*********************************** direct messaging website. Again I typed in my first, previous email requesting to please supply the missing item, but until now no answer.

  

  Business response

  11/21/2022

  Hi ******

  We have a few customer service cases which came through BBB , all these customer have had their issues resolved from our Customer Service dept – I have summarized these below

  Case # ************ * ******* *******

  Was missing accessory kit – we sent this complete kit to customer , USPS **********************

• Initial Complaint

  10/03/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  We purchased a A-iPower SUA 3800 Generator inverter through Sam's Club in April of 2021. We followed all instruction for first time start up and tested it for a short time and it worked. When the took it to Colorado camping and hooked it up and it ran great.....for 30 minutes and then shut off. We thought it was because of the higher altitude and didn't give it much thought. We never had a need to use it again after we returned until this summer (July-August 2022) when we went camping locally and experienced the same problem. It shuts off after 30 minutes under a load. So, we contacted the company and talked to *****, their technician. He gave us different ways to troubleshoot the inverter, but none worked. He then told us to take it to Northern Tools in Springfield, MO to have it checked out and we did on 09-12-22. The shop there ran diagnostics and did a 10-minute load test, and it worked fine for them. We told them that it worked great for 30 minutes, and they needed to let it run longer but were told they couldn't do that. So, we picked it up and called a-iPower and talked to Gustavo. He then talked to someone else, we assume, and told us to email him our receipt and all the paperwork from Northern Tools and they would send us a new generator and upon receiving the new one to send back the one we are having trouble with. I emailed all the requested information on 9-19-22 and tried calling about 1 week later to check on the status but wasn't able to reach anyone. I left a call back number 3 times and finally received a call back just to be sent to a voice mail. I then left a detailed message and my phone number and asked to please return my call but have not received any call/email back and have not received the promised new generator neither. At this point I have a feeling they have no intentions on honoring their warranty and dragging this out until the warranty expires next April.

*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. ↩