ComplaintsforDuroMax Power Equipment

• Initial Complaint

  09/03/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  #1 Purchased DuroMax XP652WX Dual Fuel Engine Water Pump (hereinafter the Pump) with the following Order # MXT1127740 #2 The Specifications state that the Pump has a Maximum Suction Lift of Ft 26, a Maximum Overhead Lift of Ft 85 and a Maximum Flow Rate of 158 GPM (gallons per minute).The pump did not perform in accordance with the stated specifications. For our project the suction lift required was less than 6 feet. The over head lift required was 35 feet. The pump failed to lift water to an elevation of 35 feet.# 3 This purchase was ordered on June 11, 2024, and delivered on June 15, 2024.#4 First we tried to contact the vendors and discuss with them why the Pump failed to perform and what were possible solutions. Duromax and Max**** have a Modus Operandi of never returning calls, and when they are reached, the representatives state that they dont know the answer, and that a technical representative will need to call us back. We never received a call back from Duromax, a Technical Representative, or ********. This is confirmed by the Consumer Complaints filed with the BBB against both companies, with experiences similar to ours, and resulting in Duromax having a BBB rating of F and Max **** receiving a rating of D+. On July 27, 2024 We sent a Demand Letter to Duromax and Max**** and we have never received a response.#4, We have not been able to reach the vendors to discuss returning the Pump. Duromax and Max**** require their approval to make a return and then they have a confusing and conflicting return provisons that include: (1) vendor must approve return, (2) Purchaser pays shipping charges, (3) a 20 % restocking fee, (4) no fuel or oil can have been put in the Pump, (5) the 30 and 45 day Guaranty of Satisfaction are uncertain, & (6) the Three Year Warranty, only covers parts. We reached the conclusion that they do not intend to allow us to return the Pump. How can you make a return when they will not call you back.

  Business response

  09/09/2024

  Hello, the issue is with how the customer is using the pump. Based on the diagnosis of the issue the pump has an 85 ft max overhead lift and the customer is already pushing the output at 80 ft overhead with an additional 50 ft run adding more pressure than the pump can handle. The customer is also using a reduced 1-1/4" line which can add additional water pressure and stress on the engine that's already being pushed to its maximum. The customer isn't using the pump within its specified requirements.
  

  Customer response

  09/12/2024

   I am rejecting this response because:
  
  
  

  Customer response

  09/13/2024

   I am rejecting this response because:
  
  ************************** and **************************
  P.O. Box 1032
  **********************
  Bigfork Mt 59601
  ________________________________________
  July 12, 2024
  To the Better Business Bureau
  Fax: **************
  email: ************************************************
  Re: Complaint 22233674
   Against: DuroMax Power Equipment
  Ladies and Gentlemen:
  This is my Third Attempt to register my rebuttal of the answer
  submitted by Duromax. Each time my response has
  mysteriously disappeared. My requests to the BBB for help in
  recovering my answer has yet to be resolved. I note that if my
  rebuttal is not received within 5 Calendar Days you may
  consider this matter as resolved.
  To avoid a premature decision without our rebuttal we:
  Request a time extension until such time as you have
  confirmed receipt of this answer.
  We reject Duromaxs response because:
  First, there is a clarification to the Facts:
  We have measured the elevation increase and determined the
  actual lift required from the pump is 36 feet, which is
  substantially less Lift than the advertised 85 foot Lift capacity
  of the pump.
  DuroMaxs response does not refute the Claims in the
  Complaint and does not suggest any solution to resolve this
  dispute. The Modus Operandi of DuroMax, and its apparent
  affiliate MaxTool, is to avoid answering requests for
  assistance or help from their customers. The refusal to
  respond to customers is documented in the Complaints that
  Customers have filed with the **********************.
  ********************** has an F and MaxTool a D rating with the Better
  Business Bureau.
  The Customer Guaranteed Satisfaction is a farce because
  they avoid contact with Customers until the Warranty has
  expired.
  We wrote DuroMax and MaxTool a Demand Letter on July 27,
  2024, when we realized that they were avoiding our emails
  and phone calls. We demanded a refund of the purchase
  price by August 9, 2024, but the demand letter remains
  unanswered.
  The Three Year Warranty on the Equipment is an intentional
  misrepresentation because it only covers parts," and makes
  it impossible to return equipment because of additional
  conflicting requirements as described in the Complaint. They
  inadequately try to disclaim all other warranties including
  implied warranties of merchantability. (See Complaint)
  In the event that the Better Business Bureau can recover my
  two previous attempts to answer the response from
  Duromax, these attempts are to be incorporated herein by
  reference.
  Our proposed resolution to this dispute is for Duromax to
  refund the Purchase Price, provide for return prepaid
  shipment of the equipment, and pay for the storing of the
  equipment.
  Please confirm receipt.
  Submitted by
  **************************
  **************************
  

  Business response

  09/16/2024

  Hello,

  We have responded confirming this item is not being used within its specified requirements. That is not a product defect. 

  I also may add that this is now in the hands of our chargeback department who is working with your credit card company since you disputed the charge. 

  There is nothing else I can do directly, please contact your credit card company for any further updates as they work to resolve the dispute. 

  Thank you,

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

  Director of Customer Support

  Customer response

  09/18/2024

   I am rejecting this response because:
  I have proposed that they agree to and provide for the prepaid cost of shipping the Pump back to them to resolve this matter. They did not answer my Demand Letter (or any of my other attempts to contact them) in a timely fashion and this caused me to take the next step of disputing the transaction with the credit card company. I object to the unconscionable undisclosed provisions they require in the equipment manual  (as stated in my Complant) for the return of the Pump that clearly does not perform within the parameters of their advertised specifications. I am also pursing this matter on behalf of all other consumers who have had complaints that have earned Duromax a BBB "F'" rating. DuroMax and MaxTool need to get the message that they need to be responsive to customers who purchase their product, and not ignore their customers. If this matter persists one of my next step will be to file a Consumer Complaint. We are pursing this Complaint with the BBB and as a dsputed transaction with the credit card company. We also amend our complaint, because of the failure of DuroMax and MaxTool to respond in a timely fashion, to take the additional action  to make alternative arrangements for another pump, to  "cover" for our losss and replace the equipment.
  
  

• Initial Complaint

  08/22/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I bought a $1599 generator from ****** in good faith and because it had good reviews. The unit never once started up in spite of the certified installer being on the phone with Duromax support for a full work day. Duromax stated that because it was under warranty I would need to have it shipped back for them to fix it or replace it. When I finally got it shipped back, they renegged on the warranty and aren't offering either. If I had known there was no warranty at all I would have never taken a day off work to coordinate picking up the generator etc. On top of that, they kept my money AND the unit so I can't even try to get someone to fix it. Crooked company, and ****** really needs to stop carrying their products. They love to take advantage of people once they have your money.

  Business response

  09/11/2024

  Hello ********,
  
   
  
  With this customer, it appears there was an issue with getting this returned under warranty, as it appears from the picture provided that the shipping braces were not removed upon setup before operating the generator. The red bracket that is placed under the engine is a shipping bracket that is installed ONLY for shipping purposes to avoid damages to the engine.
  
   
  
  When setting up the generator, step 1 refers to REMOVING the braces prior to operating the machine. This is to avoid damaging the engine as it is not designed to run with those braces installed.
  
   
  
  The brace would be required to be removed so the engine can properly disperse the vibration while operating. If the shipping brace isn't removed this can put additional stress on all of the engine parts and will eventually cause internal damage to the engine. Common scenarios that can occur from failure to remove the shipping braces can leaks from the crankcase gaskets, valves can become loose or drop, and/or the connecting rod of the engine can be damaged causing the engine to lose compression. The issue experienced would be a common issue seen for leaving the shipping braces installed, and due to this wouldn't be covered under warranty.
  
   
  
  That is why the customer wasnt assisted with this. We provide customer an option for a new purchase at a discounted rate but we are unable to warranty this due to improper setup.
  
   
  
  Thank you,
  
   
  
  *************************| Director of Customer Support

• Initial Complaint

  02/25/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I am writing to express my extreme disappointment and frustration with the recent purchase of a DuroMax generator in July 2023. Despite multiple attempts to resolve the issue, the generator has never functioned properly. Furthermore, the customer service experience we have endured has been nothing short of unsatisfactory.Since discovering the generator's failure to operate, my husband has diligently reached out to DuroMax via phone and email in an attempt to rectify the situation. However, our efforts have been met with delays, unresponsiveness, and ultimately, no resolution. It took an entire month for someone to even acknowledge our inquiries, and when we finally spoke to a representative, they were unable to provide any assistance beyond assigning us a claim number.Subsequent communications with *******, the assigned technician, have only exacerbated our frustration. Despite acknowledging the issue and promising to assist, ******* has consistently failed to follow through on his commitments. Despite assurances of contacting us on Friday, February 23, 2024, we never received any communication from him.It has become evident that DuroMax has no intention of resolving this matter, leaving us with a non-functioning generator and a significant financial loss. Therefore, I am formally requesting a full refund for the defective equipment and the inadequate customer service support we have received.Please help us expedite this request and provide confirmation of receipt at your earliest convenience. We expect a resolution to this matter and the reimbursement of our purchase price.Thank you for your attention to this matter.

  Business response

  03/19/2024

  Sorry for the delay. I reviewed this customers file and see we have attempted to work with them under our manufacturers warranty, but our rep has experienced issues with communicating with them.
  
   
  
  Please see email communication picture attached. We will attempt to call them again to get this resolved, but we will need to speak with the customer to troubleshoot and get to a service center as part of the warranty process.
  
   
  
  Please confirm if we need to call a different number than the one provided originally on the case.
  
  **************/ ******
  
   
  
  *************************| Director of Customer Support

• Initial Complaint

  02/22/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  ON MARCH 9 2023 I PURCHASED A DUROMAX XP13000HX DUEL FUEL GENERATOR FROM A DEALER (OURGENERATORS.COM) WHO ARE NO LONGER IN BUSINESS. SINCE THAT TIME I HAD TO TAKE THE GENERATOR IN TO AN AUTHORIZED REPAIR FACILITY BECAUSE THE GENERATOR WOULD NOT START AFTER ONLY 2 MONTHS OF USE. **************** STATED THAT THE WHOLE ENGINE NEEDED REPLACED SO DUROMAX REPLACED THE GENERATOR ITSELF AND SENT ME A NEW ONE, WHICH TOOK A MONTH TO GET IT. AFTER I RECEIVED THE NEW GENERATOR IT STOPPED WORKING TWO MONTHS LATER (SEPTEMBER 2023) AT WHICH TIME I TOOK THE GENERATOR BACK TO THE REPAIR FACILITY. THEY HAVE HAD THE GENERATOR SINCE THAT TIME. I HAVE BEEN TOLD FOR THE LAST 6 MONTHS THAT IT NEEDS A NEW ENGINE, BUT THEY HAVE YET TO RECEIVE THE NEW ENGINE. I HAVE CONTACTED THE REPAIR FACILITY EVERY MONTH TO CHECK ON THE *** OF THE NEW ENGINE, WHICH THEY HAVE PUSHED THE DATE BACK TWICE. I HAVE NO CONFIDENCE IN THE REPAIR FACILITY OR THE DUROMAX COMPANY'S PRODUCTS AND I WOULD LIKE TO HAVE MY MONEY REFUNDED.

  Business response

  03/12/2024

  Hello,

  This customer had a generator that was already replaced by ** under warranty. This new unit was having issues, so it was sent to a service center who stated the following diagnosis:
  

  I removed the cylinder head from this engine. The intake valve is stuck in the valve guide and partially open. This would be the cause of zero compression. It appears that the engine was ingesting some sort of debris as the cylinder will show some "smearing" or polishing of the cylinder walls. The crosshatch is nearly gone in several places and there is also evidence of minor scoring. When I removed the air filter, I noticed it was slightly burnt from combustion coming back through the carburetor. This failure is consistent with dirt ingestion or very poor fuel quality. Please see the attached photos. This was neglected after being replaced already once. We didn't deny warranty, but did tell customer we would order a engine for them as a courtesy and they would have to wait since its a special order. They technically voided their warranty with improper maintenance after already being replaced.

  This was not voided for the customer, but we are only offering parts as our original warranty states. We are not able to refund this due to improper maintenance. 

• Initial Complaint

  02/13/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  We bought a DuroMax XP****E Gas powered Portable generator **** watt via Amazon on 1/4/24. It arrived about a week later. Approx 1 week after that (so 2 weeks after ordering, my husband tried to start it and it did not start. He tried charging the battery and it still did not start. He tried charging a little longer and still did not start. At this time, he noticed that the battery was misshapen. It was bulging out on both sides. I emailed the company through the complaint form on the Amazon website, I did not hear back. About a week later, I emailed again via the Amazon website complaint form. A few days later and still no response, I went to the Duromax website and found another email address to customer support. We still have not heard a thing. We just want a new battery!!!Please help!!!Thank you so much ***********************

• Initial Complaint

  01/12/2024

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  I purchased a Hybrid XP ***** EN on September 15,2023 I was delivered on September 27,2023. Every 3 weeks I have started it. On 1-8-224 the generator would not start. I called there support line, was put on hold and after 10 minutes then was disconnected. I call again at 11:30am and was put on hold. After waiting for 50 minutes, I requested a call back. Never received a call back.1-10-2024 I sent a support request from there Home page ask for help. Have not heard from anyone.1-11-24 6:13am sent another request. Have not heard from anyone. 1-12-2024 Sent another request for some one to get back to me. Still no response.

• Initial Complaint

  01/03/2024

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  Purchased a Duromax XP13000hx generator on Jun 17, 2023 I fully set up and ran the generator once picked up from tractor supply. It has been used a couple of times totalling less than 5 hours. Fuel valve has been turned of and allowed to run until all fuel was out of the carburetor, drained bowl on carb and shut off fuel selector switch any time it was used. Tried to start it up and all the unit does and crank and go dead. This is a dual fuel generator that cost me $1300.00 and is now nothing but a big paper weight as it will not run on neither gas or propane. I have tried to contact the support thru email and phone, I even left a message with my number for a return phone call. I have not heard anything from anyone with Duromax and can not get in touch with anyone. I need my generator fixed, but at this point if this is what I'm going to have to do anytime something goes wrong with it. I would really prefer to have my money refunded and I'll purchase from someone that cares about they're customers because it's obvious that you do not.

• Initial Complaint

  11/21/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased this generator on 12 Apr.2021 from Lowes home improvement inn **********,** for $1078.92 It has worked properly since my purchase.The first time I had issues the factory tech. sent me a part which I installed.That didnot work,so I called again,this time I was told I need two additional parts,when they didnot arrive I called a third time,speaking with a Denzel he gave me an order number of C ******** and instructed me to send pictures of the generator to him which I didThat was the last time I heard anything from them

  Business response

  11/27/2023

  Hello, 

   

  Sorry for the delay on this. I have located this customer's order and see we had a support case C15471391 from Lowes order *********. The customer was being assisted, but was determined once pictures were received that the customer failed to properly setup the generator, causing damage to the engine internals. This voids the manufacturer's warranty due to improper installation. 

  I will attach the pictures confirming these braces were not removed, along with the page in the manual that specifies this step and the warranty details that have the exclusion details. 

  We wanted to offer customer assistance on providing parts if they have the unit diagnosed themselves as it is no longer covered under our warranty. But we would like to assist them if parts are needed that we can order on their behalf. 

  Thank you,

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

  Customer response

  11/30/2023

   I am rejecting this response because:
  
  I dont know about shipping braces

  Business response

  12/04/2023

  Hello,

  In my previous message, I attached the picture provided by the customer showing the red braces still installed below the engine block, along with the manual portion that instructs to remove the braces prior to operation. Removing the braces is part of the initial setup and failure to do so will cause damage to the engine and other components of the generator. This will void your warranty. 

• Initial Complaint

  11/09/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I have a warranty repair for a generator that has now simply failed with ticket number opened back in August of 2023: S2951028 I cannot get duromax to answer emails or phones calls NOR the repair shop they sent me to. Repair shop has not responded to texts since September. I live out of state and its just deplorable to not be able to get a response out of duromax or the repair center. I have a lemon of a product and want my money refunded Or a new system sent out.

  Business response

  11/28/2023

  Hello ********,
  
   
  
  This customer has had their generator replaced as of 11/20.
  
  Please see tracking link with details thru RL Carriers. *********************************************************************************************************
  
  The customer was technically out of warranty based on their usage, since our residential warranty doesnt cover heavy use. However, we have taken care of this customer and ************ was advised when the order was processed.
  
  Thank you for your help. Let me know if you have any questions.
  
   
  
  Regards,
  
  
  *************************| Director of Customer Support

• Initial Complaint

  09/23/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  The reason im upset is because before purchasing the 13000HXT I reached out to Duromax to ask if there was going to be a newer, bigger model coming out anytime soon and if so, I would wait to buy the bigger unit instead if it was not too long. DuroMax replied the next day and said there was going to be a larger unit coming out in Q2 of ****. So, I decided I did not want to wait potentially until June 24 to buy a new unit so I purchased the 13000HXT on 9/4/23. Two weeks later I got an email and text from DuroMax highlighting the new *****HXT now for sale. Obviously, this did not make me incredibly happy as I just asked DuroMax if this was coming, and they said not until Q2 of ****.I then contacted them about this and they reply stating they were talking about the 16kw inverter that is going to come in Q2 ****, so basically its not their fault and it is what it is. Now here is the deal, if I was willing to buy a 13000HXT that was not an inverter, and I am asking if there's a bigger unit coming anytime soon, why would you not tell me the exact unit Im buying is going to be coming in a larger ***** series in 2 weeks? When I asked if they would take the 13000HXT back and sell me the *****HXT they replied with "we don't do trade in's" I mean are you serious? ZERO offers to rectify the issue at all. This makes me very concerned about the so called 5 year industry leading warranty. Chances are, if your unit breaks or fails, they will find a way to blame it on you as well to avoid providing any kind of customer service. Most people buy a generator for peace of mind and security to have power when it's needed, and if that's the type of customer service or help you can expect from the manufacture, it does not provide any security they will be there when most needed at the time of a failure. When trying to warranty register it on their website, it doesn't send any confirmation it was completed after submitting, leaving an excuse for them they didn't receive it.

  Business response

  10/16/2023

  Hello,
  
   
  
  For this customer, new products are not given exact release dates and we can only provide information on available items.
  
  If the customer wants to send this back, we can assist with providing a Return authorization and assist with waiving any fees for a full refund as long as the generator is new, unused, and in original packaging per our return policy.
  
  We are not able to do anything on pricing, as these are new limited release generators.
  
   
  Regards,
  
  *************************| Director of Customer Support

*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. ↩