ComplaintsforPulsar Products, Inc.

• Initial Complaint

  04/01/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Okay where should I begin roughly a month ago I inquired this company for a problem I've had with my basically brand new barely used dual fuel generator explaining that it doesn't want to start or work after emails sent back and forth each time asking for a specific document or verification which I provided and everything fell under there so-called warranty. Has the back and forth emails continued for over a month I was beginning to get irritated for the options that I was told and the length of time of service. One of the options concluded was for me to find a reparable pulsar repair shop and the emails were not clear but I replied as how would this get to that shop where is a pulsar repair shop it just seemed they were blowing me off and not abiding by their warranty they have on their website stating under their terms it would be replaced or repaired with no problem nor questions asked nowhere does it say the customer has to find a reputable ********************** repair store to get it fixed following the email of my response of how dissatisfied I've been to this point by express my feeling on the whole matter meanwhile my generator that I paid almost $600 for is still broken with no sign of any type of replacement or being repaired The following email I got after that was directed towards me saying I am not ever allowed to contact their company I am blacklisted I'm never allowed to contact nor try to get anything associated with their company again and that was the end of it The worst customer service I've ever engaged in my whole life Don't know how a corporate company is allowed to act like that nor make decisions based on reprimanding the customer and I just want my generator repaired or fixed or replaced doubt it's going to happen but thought I'd give it a try The threats that were aimed at me were unnecessary and frankly ******** I can see in their reviews on the better Business bureau website they're about as garbage as the generator that's broke jerks.

  

  Business response

  04/01/2024

  Hi ***,
  It took you a full month to find the courage to post your silly tripe online. I am so glad you chose to take this to the public domain because now it is my turn.
  *** you were verbally abusive to several people in this office and that is not allowed. Your words were profane, vulgar, and personally insulting, and frankly, you should have been banned from Pulsar long before I finally caught wind of what you were doing.
  Im very busy right now and you had a lot to say. Lets give the public a small taste of what you brought to us at Pulsar. Here are some lowlights from **** emails to Pulsar:
  --
  29 February
  You informed us that you are living out of your work trailer You made outrageous demands under implied and direct threats for any delay in following your orders and demands and you disparaged our company, our ethics, and our processes. And this was just your initial contact.  
  --
  1 March (1 day later)
  You were contacted by a supervisor to exchange your generator.
  --
  4 March
  You sent another email, badgering and harassing our staff because you havent received a new generator yet.
  Later that same afternoon, perhaps after a bit of liquid courage,you sent another email to our department supervisor where you ranted on in a solid wall of text, most of it not suitable for a public forum. You attacked and denigrated an entire nation and the people from there. You told us that your generator should last ten years without problems. You made demands and you threatened us with a BBB complaint for lack of immediate compliance with your demands. The rest of your comments were either too ignorant or filled with four-letter words. Decorum prohibits repeating your words here at BBB.
  Your disgusting outburst was forwarded to me for handling,and I told you that you were persona non grata at Pulsar.

  -

   Then you got brave,and you sent me an email. You called me a b**** you told me to Show me the money. Then you called me a ***.  Then you told me that my father raped me as a child. Then you called me a piece of s*** Then you invited me to have *** with myself.  Then you ranted more with even more psychotic,profane outbursts, and more homosexual abuse-themed utterances.
  And now ***, all of this is searchable, by your name, in the public domain, FOREVER. The best part is that you are still banned, and we will do nothing for you, ever.
  

  -

  Now you will have one more opportunity to provide a rejoinder to this reply. I can hardly wait to see it.

• Initial Complaint

  02/05/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I purchase a pulsar g450rn generator to be used in emergencies. The battery went dead and the company says that they are backordered for 3 to 4 months. This renders this piece of equipment useless. Our electricity went out for about 5 hours and we had no way to keep refrigerators and other essential devices going. I would like to have a generator that works shipped to me or a refund so I can purchase one that works.

  

  Business response

  02/06/2024

  Good morning,

  This generator is several years old, the battery is discontinued,and we special-ordered one from the factory for this customer. The customer also has the option of pull-starting the generator until a replacement battery arrives.

  Unfortunately, the customer threatened to smear us on ************************** he has now fulfilled. And this customer threatened to *** us for faster delivery of a legacy battery. Per company policy, we have suspended the case file while we await contact from the customers attorney. Maybe his lawyer can threaten the overseas shipping company to speed up a dangerous goods lithium battery order and get US Customs to **** a knee for his client too.

  Its your move, sir. 

  Customer response

  02/06/2024

   I am rejecting this response because:
  This is not about smearing the company. This is about buying a product that's no longer able to be used. You cannot pull start this without a battery. Being charged as it has a electronic choke.  The public needs to be warned that this product has a short life.  Everyone that has purchased this product now has to buy a new one.  Had I known of this I would have never bought it.  I think that they could come up with some kind of substitute or work around to resolve this issue.  I don't buy a car and expect I can't get parts after 3 years.

  
  

  

  Business response

  02/06/2024

  This is a simple parts backorder issue; it happens to all companies at some point.

  This has nothing to do with a deliberately shortened product life as the complainant alleges.

  The complainant states that he doesnt wish to smear the company and then proceeds to deliver a public warning, presumably about our product and our company. These are the words of an utter, contemptuous, abject fool.

  Yes, you can start the generator without a battery and YES we DO have some temporary workaround solutions to offer. But you dont get that service when you wave around your lawyer and make vapid threats. When you do that,you get your case closed and your number blocked, and then you must deal with me, in front of the public.

  Its so much easier to be reasonable and polite; dont you agree?

  Customer response

  02/06/2024

   I am rejecting this response because:
  
  I agree it is better to be polite but you are not even close to that in this complaint and all the others I have read you only dish the customer and threaten to suspend the complaint instead of taking care of business.  I called and did not get any advise on work arounds or any hope of getting a replacement.  I have tried to pull start the generator but it will not start.  If you have some advise way did i not receive it when I called.  I am more than happy to try to resolve this problem before sending it to our lawyers for review.  I can provide a phone number if you would like to talk.  It would show much better to other readers if you were more willing to resolve then to deny that there are any problems.  Just looking at the number of complaints your company has shows there is a problem to anyone.

  

  Business response

  02/08/2024

  I am puzzled as to what clarification is sought, I thought I was abundantly clear.

  Do unto others as you would have others do unto you. Some call this The Golden Rule because it works.

  We live in an imperfect world and sometimes parts are back-ordered,deal with it, or not.

  If you ask nicely anyone in this office will **** backward to find a workaround to get you by until the correct parts arrive.

  But if you elect to follow the ways of a thug, waving your lawyer around, menacing, making threats, speaking of class-action lawsuits, and other absurd nastiness, then you are done here. We will not help you.

  This is how life works, universally.

  Which is it? Are we awaiting process service for your big lawsuit? Or would you like help with starting your generator?

  Say your intentions.

   

• Initial Complaint

  09/26/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Brand new Pressure washer, assembled per instruction manual, once filled with gasoline, there streams gas out from the turn on , off valve. I feel maybe an assembly issue at the factory may have cause this? Never even had a chance to start it. This is dangerous and I do not know what to do, for 3 days attempted to contact the tech service no on machine (photo attached) and called several time and left my complete info. It seems they are under staffed or just not able to reach out to good customer. I have a machine that I can not use at this time and needs help to resolve. Thank you, ************************* ************ ******, **

  

  Business response

  09/26/2023

  Hello ***
  Surely this will be as awkward for you as it is for me. ***,you phoned ** on a Saturday. Now if we were any other company, we might have friendly robots to talk to on a Saturday, or we might have routed your phone call to a faraway land so you could be given useless solutions and happy script on a Saturday. But our good customers tell us they dont want that treatment.Our good customers tell us they want real people at our office in ********** to pick up the phone and solve their problems. So thats what we do *** and guess what? We get the weekends off, so we can rest with our families and provide excellent customer service Monday through Friday.
  And thats what happened ***. While you were busy yesterday filing a formal complaint against our company, a lady named ***** was leaving two voicemail messages, trying, without success, to reach you. Apparently, you did eventually speak with *****, she remembers you, and she said you were a very nice guy with a problem that is easy to solve.  
  For now, I shall assume this is a grand misunderstanding that you will clear up in your reply to mine. We look forward to your response. 

• Initial Complaint

  09/01/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Mower was bought at the end of summer last year. We used twice and it would not start again for us. We got it out at the beginning of the season this year and I nor my husband (of which we are both in our 70s) can start this. We had our retired marine son come over to see if he could start it for us. He tried for over 1/2 hour to no avail! He was out of breath when he got done and told us to take it back! We went back to Lowes with it and they didnt even want to look at it. They said as soon as we put oil and gas in it they couldnt do anything about it (how do you start it to see if it works if you cant put gas and oil in it)!? They gave us 3 name of local places to have look at it and all three shook their heads and said we dont know why they give out our names for repairs to this product because WE CANT GET PARTS! So after trying to call Pulsar 6 times with no answer we are resorting to lodging a complaint!

  

  Business response

  09/05/2023

  This complaint arrived last Friday.  I took it immediately to our support manager who was gobsmacked by it as she had just spoken with the complainant earlier that same day and nothing was mentioned of a grievance. The complainant speaks of having made six calls to our call center. Of course, she does not define a timeframe,so I assume her to be one of those types who squat on an inbound line, blocking it instead of leaving a message. I can run the logs and prove it if need be.

  Here comes the very best part of all When our department manager phoned the complainant Friday afternoon to inquire about the impetus for her BBB complaint, ******************** replied to the effect of: Oh, so my BBB complaint got you to take action. No ******************, your BBB complaint had nothing to do with it. You had already been helped. We were genuinely curious what motivated you to do this.

  Now ******************, in deference to your caustic remarks and self-satisfied attitude you presented to *** last Friday we are going to do exactly NOTHING because of your BBB complaint, except to expose your antics to the public for posterity. You will have an opportunity for a rejoinder I can hardly wait to see it.
  You WILL work through our normal process. No exceptions, no special treatment owing to your BBB complaint. 

• Initial Complaint

  08/21/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Hello i 8/11/2023 i got charged for an order i placed for a belt-A36 for a walking trimmer Ptg1022H i was sent the wrong part and even sent pics to ur customer support person ws soon as i recieved it 2 days later so when the part arrived i was surprised to see it was rhe exactly the same wrong part i got the first time soni called back again and spoke with your support yo get the correct belt and was told there was mislabeling in the wearhouse *** he would make sure that i get the correct part this time. Mind you i paid for the part already, so this last call was on 8/15 and i have not recieved the correct part yet and to what surprise i woke up on 8/19 and checked my bank and your office has charged me another part cost without my permission and i still have not gotten my correct part yet. . It is now 2 weeks into this. ************

  

  Business response

  08/21/2023

  ******, 

  We have sent over 400 of these belts to customers this year and you claim that somehow you got two wrong ones in a row, you are the only one. You did retract the idler arm first, right? 

  It doesn't matter, this is not worth the time. both of your $15 purchases have been refunded, keep the belts.

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

  Pulsar Products

• Initial Complaint

  07/11/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  After the period of one year, the generator developed a slight leak. In between the first and second year the leak worsened. I was unable to find a shop to service the generator. The manufacturer eventually gave me the name of a service center here. I contacted the service center and was informed that they were the only certified service center for Pulsar in the state. Petite Engines said I could bring it by. It took several months for me to line up a mode of transport. The generator has been at Petite Engines for over a month. On June 12 and June 13, 2023 I spoke to the manufacturer. During one of those conversations, a lady said they were going to ship an engine to Petite Engines and it would take 9-10 days to get here. After 10 days, I have called Petite Engines several times to see if they have received an engine and they have not. On June 26th, I called Petite Engines to see if they have received the engine and they have not.

  

  Business response

  07/12/2023

  Hi ****,

  
  You left out a few details, let’s get your public audience up to speed:

  
  1. Your generator is nearly 3 YEARS OLD! The full warranty is only ONE YEAR

  
  2. Your case file quotes you as saying you noticed a small oil leak, in 2020, and you waited 3 years to report it.

  
  3. What you reported is consistent with a dried-out rear main engine seal, a two-dollar part, ruined by long term storage in high humidity, (iron crankshaft) in Louisiana, for three years.

  
  4. Somehow you feel entitled to an entirely NEW ENGINE, after three years, for a torn oil seal, from improper storage.

  
  5. I cannot imagine why anyone here would promise you a factory new engine, after 3 years, for a rubber seal; but apparently someone did promise that to you.

  
  6. Factory crate engines are special order, from the factory; do you ever watch the news? There was a west coast port strike recently, figure it out, you were also informed of this along the way.

  
  Well guess what? The truck arrived today with your new engine from the factory; just one hour ago, I watched our staff unload it. But now you went and did this, so I have suspended your case for internal review.

  
  You’ll have one more opportunity to reply to this answer. I can hardly wait to read your rejoinder. 

  Customer response

  07/14/2023

   I am rejecting this response because:
  
  I received an incoming phone call from Pulsar Products corporate office on June 12th from a company representative who stated that Pulsar would be shipping a new, factory engine for my generator. I then gave the representative the service business’ address to ship the new engine to. “It will arrive in 9-10 days,” the representative said. The service business hadn’t received the engine 24 days later and still hasn’t.
  Pulsar Products, Inc. corporate office called me offering this solution.
  Rick J stated on Wednesday July 12th that he “suspended your(my) case for internal review.”
  At this point, I’d prefer a total refund.
  Sincerely,
  **** ********
  

  

  Business response

  07/17/2023

  **** –

  You are truly unbelievable. You have a 3-year-old generator with a cracked $2 seal from sitting in storage for nearly 3 years. You went to a shop that quoted you $600 for a job that should be $150, tops. You pushed, harassed, and badgered us and you carried on for a month over here demanding a factory new engine (for a leaking $2 seal). I wondered who was foolish enough to authorize that. It turns out it was me who authorized it, partly from empathy. You were TOLD that a FACTORY engine must ship from a FACTORY across the ocean; you were told it could take a couple of months.

  Amazingly your engine was here in less than a month, and literally on the day your engine arrived… you filed a BBB complaint against us. Wow! Just wow. Still your actions speak to someone not in possession of a great deal of common sense, so I gave you yet one more opportunity to be sensible and appreciate what has been done for you, that you have no claim to.

  And what did you do? You posted screen shots of partial, selected emails from Pulsar, complete with the disclaimers at the bottom PROHIBITING YOU from doing so! You then snapped pics of text message replies, conveniently omitting your message that preceded it. You also posted a screenshot of everything you charged on Apple Pay for a full week; this is just not good practice; I’ll leave it at that.

  And now, you are demanding a refund for a 3-year-old generator that you damaged. ****, the answer is a resolute NO!

  Your case has been closed, your phone number has been blocked, you are persona non-grata at Pulsar Products.

  Customer response

  08/03/2023

  No, Pulsar Products, Inc. has not reached out to me as of 8-3-23 or provided what they had agreed upon, what ********** admittedly authorized. 

  

  Business response

  08/08/2023

  As I have already indicated before, we went to extreme effort to special-order a factory crate engine for this fellow, it takes some time to ship it across the world. On the day **** dropped this BBB complaint, his engine arrived at our dock the same day. I canceled his order due to his behavior and his dumping all over a company and people who went far beyond customer service to help him. 

  Check it out **** - Your factory crate engine is sitting on a shelf. You have no warranty claim, we did this for you as a gesture of good faith, and you dumped all over us. Your engine will stay on the shelf until you publicly apologize to Pulsar, and all the people who helped you, and you must strike this complaint. Then I will consider sending your engine. Make it good ****, you have been ridiculous, make it right and I'll find someone here still willing to help you. 

  ************ 
  

  Customer response

  08/09/2023

  [A default letter is provided here which indicates your acceptance of Mediation. If you wish, you may update it before sending it.]

  Better Business Bureau:

  I have reviewed the response made by the business in reference to complaint ID .********, , and find that Mediation is necessary.

  Regards,

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

  

  Business response

  08/10/2023

  [A default letter is provided here which indicates your acceptance of Mediation. If you wish, you may update it before sending it.]

  Better Business Bureau:

  I have reviewed the response made by the consumer in reference to complaint ID .********, and find that Mediation is necessary.

  Please invite ******************** to explain his odd behavior in light of the remarkable effort made on his behalf, for which there was no justification beyond simple human kindness from one of our reps and a supervisor.

  Once a BBB mediator understands what happened, we will likely accept their proposal. 

  Thank you.

• Initial Complaint

  06/22/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  On black Friday 2021, I purchased a generator. I live in a tornado prone area, and have a family member on home oxygen use 24 hours a day. I needed this item. After 2 uses, the item failed, it was leaking fuel. I contacted them, it was still under warranty and they said they would send me the part. I got the part after awhile, and it was the wrong part. I contacted them again, and their customer service got upset with me, and threatened to not help me. Eventually they said it would take another 30 days to get the right part. 30 days has come and gone, still no part. We are in the middle of tornado season, and we have already had an 18 hour power outage here. I need this generator. It is actually for a life or death reason. They seem unable or unwilling to help me. As you know, if you have a generator, they are not in constant use, but only using it twice, and it breaking down, is unacceptable. The item is clearly defective. So at this point I want a full refund with them paying for the return shipping. I need the money to buy a new generator.

  

  Business response

  06/23/2023

  I was expecting this one last Friday. I was also summoned by one of our RA processors while this customer was on the phone berating her and trying to bully her into refunding money that he never paid to us. We are a manufacturer, not a retailer, this entire claim is absurd and baseless.

  To the allegation that our RA processor “got upset with me, and threatened to not help me.”, I will publicly call this person a liar, because I was standing right there listening to him blister a person’s ear through a headset from five feet away.

  To the parts backorder status… Yes, the parts are backordered. I’m not sure if this person is aware of current events but there is a west coast port strike happening now. Perhaps the complainant can offer a clever idea to work around that.

  To the IDLH (immediately dangerous to life and health) conditions described… Look folks, for the last time, we DO NOT sell or market medical equipment or life-sustaining devices of ANY sort! To depend on ANY portable class generator for life support is incredibly reckless.

  We now eagerly await your public rejoinder. 

  Customer response

  06/26/2023

   I am rejecting this response because:
  
  First I would like to hear the recording of the conversation because I never got irate or even raised my voice. I told them of my situation and displeasure of using their product only twice before failure. If you read the emails they are the one making threats to not help me if I don't lower the tone of my email. This is absurd. The part has been on backorder since the first complaint was placed. And now as of last week it is once again on back order. I do want a refund. I am very displeased wuth the product and further displeased with the company calling me a liar and threatening to not help me if I don't watch the tone of my correspondences. I'm not the first one to have these complaints and if I had seen these reviews I would have gone with a different company. I want a full refund. 

   

  Thank you,

  Stephen Kumor

  

  Business response

  06/27/2023

  I will agree with the complainant that there are strong similarities to other complaints. One will also note similarities in the personalities of those lodging the complaint. With rare exception these folks who take it to BBB are entitled, demanding and seek to leverage preferential treatment by making their grievance public. Backordered spares are not unique to our company; it's been an occasional issue for the past three years. 

  Your generator is nearly two years old sir. Your case was handled by *****, she sits 5 meters from me, she has never told a customer that she would not help them - EVER. I have heard her on occasion suffer a belligerent customer who pushes her to the point where she can not help them further; but she has never refused to help; I am calling you out on this.  

  Your demand for a refund is likewise outrageous after nearly two years. Furthermore we are a manufacturer, not a retailer, you never purchased anything from us; how can you possibly demand a refund from us? Try your retailer, if you really want to pursue this absurd demand. 

   

  

  Business response

  07/03/2023

  You must be kidding, right? You disparaged *****, you lied about her words, you impugned us publicly and you dragged us through the mud on BBB and now you want me to stand up and publicly affirm that one needs only to be a bigger bully to get free things given to them? There is not a chance in Hades of this happening. Not in this lifetime. --

  Now... you have spoken of a medically urgent need for a generator, despite this being an entirely inappropriate power source for critical medical equipment. I'm going to assume that someone is in your care and maybe this generator is all you can afford. If accurate, that's bad; and it calls for better people to set aside a deserved response for the greater good of helping a third party who might be in a medically fragile condition. And that's what I am going to do. 

  The record indicates that you have a G65BN with a "leaking carburetor", a most unusual report. Nevertheless carburetors can often be repaired; you may not need to wait for the backordered assembly to arrive. I will offer you my direct assistance to get this generator running. I invite you to contact me directly via [email protected]. I have in-house resources that I am willing leverage toward the goal of repairing your generator.  Understand something very clearly, I am not doing this for you! Nor am I doing it because you brought it to BBB, really, look at the other cases where people tried this approach - then they hit a brick wall.. I am offering this purely out of compassion for whomever is in your care and needing power for medical equipment. 

  We are closed Tuesday for the Independence Day holiday and undoubtedly the weather is unpleasant in OK this time of year, so I encourage you to contact me soon via email, let's see if we can get your generator running until spares arrive. 

• Initial Complaint

  04/11/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Sometime in January I received a replacement for a Pulsar ******* generator ( serial # ********** ) from Pulsar Products. It was to replace another defective generator of the same model that also was defective. It was replaced free of charge under warranty. The original unit was purchased Nov. 15, 2022. I broke both generators in properly. The 2nd generator would quit after 5-10 minutes while using it to power my camper and A/C I tried this several times and it always quit. The running watts of the generator is 3200 watts. The max load of the generator is 4000 watts. The total watts my trailer demanded was at most 2800 watts which includes the roof A/C ( 1400 watts ), converter (960 watts ), refrigerator (300 watts ), propane water heater ( 24 watts ) and 4 LED light bulbs ( 20 watts ). I again called Pulsar to discuss. That was on April 4th and I talked to two people. The second person named ***** got very rude. When I tried to explain my circumstances he would give me BS like the generator " was not like getting power from a power plant via shore power at an RV park. He also started insulting me and calling me names like "creep" and "mentally disturbed". He was no help at all. I explained that I was only using a 13.5k A/C unit but he just kept giving me the runaround. Another person named Zing ask for the electrical requirements for my A/C which I said I could give her when I got home in 1-2 weeks. I got the information and called Pulsar again. I got ***** again and he was abusive and calling me names. Another person at Pulsar said I was being sent a shipping label to return the unit but nobody would confirm this including *****. When I asked ***** to transfer me to someone someone else he refused. I have spoken to Airxcell, the A/C manufacturer, and they sent me an email stating the power requirements for my A/C and the also refuted the statement that ***** made when he said my A/C capacitor was bad due to 7 years of exposure to heat from the sun.

  

  Business response

  04/11/2023

  Hello BBB - 

  
  

  This matter is currently under police investigation for repeated violations of California Penal Code ***, and various sub-sections which address criminal stalking, menacing, telephone harassment and others. 

  
  

  Pulsar Products has authorized a 100% refund, collected at our expense from this person. Additionally he has been permanently banned from our major e-commerce portals, all future order attempts will be blocked. 

  
  

  If BBB wishes to learn the detailed history of this case, we are willing to share it privately, not in the public domain. 

  
  

  We will have no further public comment.

  
  

  Cordially, 

  
  

  **** *****

  Pulsar Products

  Customer response

  04/19/2023

   I am rejecting this response because: Pulsars statement about refunding my money and shipping it back is too vague. Need to be reassured that they are definitely refunding the full purchase price of the Pulsar Generator, shipping it back and how this can be done to assure me they will refund the full purchase price.
  
  
  

  

  Business response

  04/21/2023

  Pulsar Products is a manufacturer, we do not sell to the public and this complainant has never transacted business with us. He knows this, but a BBB complaint is his only remaining path into this office after his shocking behavior in our phone center two weeks ago. Also, for the record the complainant's generator had already been replaced previously, no defect was found on the returned unit. Pulsar Products has already issued return authorization to the vendor for this second 'free' unit, the complainant knows this too.  Pulsar Products is done with this person and we seek no further contact from him. As a courtesy to BBB and out of great respect for your process, we invite you to provide the following information to the complainant: 

  Contact: [email protected]  and reference Pulsar case number: ***** 

  This is where he can collect his refund. Everything has been preauthorized. 

  Customer response

  04/26/2023

   I am rejecting this response because:
  
  Again the exact details how I will get a refund are not clear. I have no account with them. Also the unit has been used for about 10 hrs and I do not have the original packaging foam that came with the original box and the original box has been modified to be a dust cover for the generator when not in use. I did get a message from Ebay/autocaredepot about how these details and it appears I am to send the unit back to Pulsar and it will be to either Pulsars or some other parties sole discretion on whether I will receive a full refund. They also shipping and handling charges will be withheld and the fees for that are not explained.

  Please note that this is the first time I have been told that the original generator I returned had nothing wrong with it. The original generator was replaced in January under warranty at the direction of Pulsar when I let them hear on the phone how the generator would sputter and die under a very light load of less than s 1000 watts. ( Generator is supposed to deliver 3200 watts ). It appears that my request for someone to discuss this matter besides **** ***** is being ignored by Pulsar and they have blocked my phone number.

  

  Business response

  04/26/2023

  The complainant has been provided unrestricted return authorization with a 100% refund from the retailer he purchased from, for this, his second, 'free' generator; the authorization is attached to this BBB file.

  The complainant terrorized our phone center for two consecutive days, screaming, growling, insulting and menacing our representatives. Then he threatened to drive to our location, trespass our offices, and "find" our company president. As stated before this matter is closed on our end. The complainant's  threats and behavior have been reported to police. The complainant is 'persona non grata' both here and at the retailer; he has been permanently blocked on our e-commerce platforms. 

  The complainant is commanded to now and forever cease contact with us unless he seeks an additional criminal harassment complaint and a likely civil claim for damages for the times he locked-up our phone center.

  The complainant would be well-advised to follow directions and quit his inane behavior.

   

  **** ***** 

  Pulsar Products

   

  

  Business response

  04/28/2023

  Hello BBB - 

  We have a complete package for Return Authorization that we sent to the retailer. I am hesitant to forward all the communications because in our experience Mr. ******** is a dangerous person and I cannot risk him getting ahold of full names, email addresses or any of the executives we had to involve to get this approved.  If you can guarantee me that those documents will be kept confidential, I'll send you anything you want. For now and for this request Mr. ******** need only contact the retailer at [email protected] and provide our case number *****. He is famous over there, they are waiting for his contact. Also, a copy of the prepaid FedEx shipping label is attached to this reply. 

  I've been doing this kind of work for a very long time. There is something dangerously wrong with this guy, please be careful what you share with him and let me know if you need anything else. 

   

   

  Customer response

  04/28/2023

   I am rejecting this response because:
  Pulsar has the wrong address. I live @ **** ********* ****** ***** ****** Plus they have not clarified the previous details I requested in another message about being used, providing the original packaging, and who pays for the shipping that I requested clarification of thru BBB.
  
  

  

  Business response

  05/01/2023

  BBB,

  Welcome to a little slice of our world. This is what this guy does for fun. This is what he did to tie up our phone center for two days. It is simple retaliation and retribution for us refusing to cower in fear of him as he terrorized every rep in this office. 

  All he needs to do is put the unit in a box, slap the prepaid label on it and let FedEx pick it up. But he won't do that, because causing mayhem is more fun. In case it escaped your notice, this is his second generator, sent for free, after a previous nebulous complaint on a product with a near-zero return rate. 

  If you have any ideas, counsel or suggestions on how to close this case, I welcome your input. But I promise you that this sociopathic monster is doing this for his own amusement and he his exploiting BBB process to do it. 

  I'm about ready to hand it off to our general counsel and let them render him. 

  Any suggestions?

  Thank you

  Customer response

  05/04/2023

   I am rejecting this response because:
  There may not a need to return the generator as Pulsar has authorized as there might not be an issue with the operation as I suspected. The picture I attached of the generator shows the oil that leaked while using the generator at ***** *** CG. That is also the place I was at when the generator would shut off while running my trailer A/C. I talked to an **** generator repair service at the first of this week to have it checked out and load tested. He told me something I was unaware of which was that the EMF under high voltage power lines " caused inverter generators to malfunction". The camp ground has high voltage lines overhead where I was camping. So I decided to try the generator a couple of days ago when it got hot here. I ran the generator 50 minutes with the A/C on, the refrigerator running, w led lights and the converter was running also. It did not stop. So for now I plan on keeping it and using it. Hopefully the oil won't leak in the future. I have been camping at ***** *** for years now when I stop over while heading south. I have used my Honda 2000 which I bought in 2007 many times there and never had an issue with EMF. 

  Hopefully I don't have further problems with my Pulsar Generator. For now I would like to withdraw the BBB complaint and offer Pulsars customer care team an apology.

  Sincerely 

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

  
  

• Initial Complaint

  11/21/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I want make Clear this 12000 generator dual was purchased in ******* stores and never worked have factory defects and broken parts,I had contacted ******* they send me with guarantee products I call them they accepted to replaced and they send soo fast to pick up,driver told me all this Equipment they pick up have factory defects,I keep call once every day since they don't generator status of when they gone send the replament ,a lady names ***** tex me from private number Call me pest stop blowing there phone or she will close the return ...I had contacted again and explained this Equipment its for Government special needs therapy...I need to have response of when they going to replaced I don't buy used or damaged this people sale damaged repair them and sending back thats its not right and illegal to the Codes...Please help me to solve this matter because this its a founds from Government and please make sure to investigate them soo others don't going thru the same Thank you have a bless day...Note We did follow-up all instructions for gas and oil filling was not wrong handle or drained..

  

  Business response

  11/22/2022

  Hello BBB and ******* "****", per the email. 

  
  

  Nearly all of our office personnel in two cities have had direct or indirect interaction with this customer over the past week or so. This customer had a very unusual initial engine failure on our ******** product. This problem is not about warranty coverage or replacement, the generator failed in a way that it can be replaced immediately under warranty, freight prepaid both ways. This should have been a five-minute activity.

  
  

  The main impediment to resolution is this customer. I don't wish to appear callous or cruel, but this person appears to suffer from issues we cannot fix. Here are some of the things that delayed warranty resolution: 

  
  

  1. This customer told at least three different stories about how the generator failed and all of them were untrue. What she presented was for lack of a better term, sheer fantasy. The stories she told were impossible, that's why we needed the generator returned for inspection. Late last night in an email, this customer finally admitted that she had lied to us and offered many different stories. She didn't say why she did this, but we have the email. 

  
  

  2. This customer engaged in a three-day campaign of utter harassment of everyone she could get on our phones, no matter the department, she just wanted to be disruptive. Again, we do know not the reason for this behavior, but we certainly have the phone records cataloging dozens of sequential calls, tying up numerous labor hours for nothing. 

  
  

  3. This customer eventually demanded the services of a supervisor. Once again her frenetic, disorderly story changing prevented our customer service supervisor from being able to give an accurate answer, it was reiterated that we need to inspect the generator to determine what really happened. 

  
  

  4. This customer continued her incessant harassment of our supervisor to the point that our supervisor needed to engage assistance from senior management to control the chaos being caused by this customer.

  
  

  5. I pulled the phone logs and I was astounded at the depth and breadth of the pointless time consumed by this customer to the extent that she was blocking other customers from reaching us. I sent a firm text message to the offending phone number demanding that the harassment stops at once or that I would block the phone number from our network. 

  
  

  6. Yesterday (21NOV22) this customer dialed around our California office until she found a different department whereupon she started harassing them, causing two departments to lose time to figure out what this customer was up to now.  

  
  

  7. Before closing time last night I made it a point to personally inspect this customer's returned generator and I confirmed that it failed in a very unusual way and at no fault of the customer. All she had to do was phone us one time and tell the simple truth of what happened and she would already have her new generator. 

  
  

  8. The new generator is staged at our dock for outbound shipment today. But in light of all the unusual trouble with this case, now culminating in a formal BBB complaint, I am going to place a stop shipment on the order until Pulsar has been heard, and until the customer has had an opportunity to reply. We cannot afford a repeat performance of the past week.

  
  

   

  
  

   

  Customer response

  11/22/2022

  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..any ways all the comments was wrong full lies i had never admitted nothing I sm not sure wy its all this comments I don't understand the excuses to make the replacement like I buying its my right...not sure all this Comments and refer to me as lies and excuses to taken care of bussines to be honest I am very very busy at my work to bringing personal comments or that that person customer care she had told me she was going to stop all and do all this for no reasons. 

  Any ways I yes trying to finished this with because its against to ******* County i had explained this 

  Please we yes needs the replacement to be seend and confirmed send to the email.

  No understand all this reasons to make exercises guaranteed 

  I had never said equipment works or none of that we trying to started but nevers works its totally different to what they said

  Like I said Company needs to be more investigate about guaranteed of products and more

  Pick up delivery said very clear they had pick up couples of the weekly for factory defects..

  Honest legally none of the lies they trying to appoint are support to do what they suppost to do by law..

  Now the reason wy I had contacted BBB its for me not to deal with them wy they will said I had contact

  They send a email yesterday said inspection dont past trying to find excuses and lie

  I was clear in all my emails generator never work

  I had never call or said nothing alse .

  I have never harassment like the lady did send me those text msm

  Please make sure they send my new equipment replament thank you have a blessed day and HAPPY THANKSGIVING TO ALL

  Customer response

  11/28/2022

   I am rejecting this response because:
  
  On behalf on case #******** Pulsar send me a email confirming of replacement was sent with tracking number but they didn't send any receipts yes a number I get in to the page to tracking the number its not exist i have the emails please can BBB contact them not sure what they are up too
  

  

  Business response

  11/30/2022

  This is truly one of the strangest cases we have seen this year. The customer states she was given tracking information, but she is somehow looking for other records, then she asks BBB to intervene and find out "what we are up too(sic)". 

  
  

  I will now confess exactly "what we are up to". 

  
  

  We did what we promised to do. A factory-sealed new generator was staged for shipment on Friday. The new generator was picked up by R+L Carriers two days ago on Monday and it is scheduled to be delivered tomorrow. Perhaps BBB will kindly ask this customer to be home to receive the new generator.  

  
  

  On behalf of Pulsar Products, I hope that this customer will eventually realize that she pointlessly created a very difficult situation for us, requiring the time and effort of numerous people to figure out what really happened, and then we replaced the generator at once. If this epiphany happens, maybe ******* will consider leaving a good review for Pulsar Products here at the BBB website. 

• Initial Complaint

  07/13/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a electric pressure washer in 2020 I used the washer 1 time and when I went to use the machine this year it was cracked.So I immediately called the company which they told me the pressure washer was not under warranty but could send me a replacement part for a fee so I paid I believe $16.00. The part still didn't work I received several replacement parts from this company which have all been the wrong parts. I am very frustrated.I requested my money back and a new machine the company refused but told me I would receive my money back for the wrong part. It's been 3 weeks the last time I contacted the company I spoke to a manager who was not helpful at all she was rude . This has been a nightmare because obviously the product is defective .I would like my $278.19 plus my $16.00 returned to me.

  

  Business response

  07/14/2022

  Good morning BBB –

  This is one of those cases where we really should have told the customer there is nothing we can do and let it be.

  Ms. **** initially contacted our support department with an older, pressure washer, well out of warranty that had developed a leak.

  Our staff encouraged Ms. **** to take her pressure washer to a repair center, she rejected that option.

  Ms. **** declared that she was competent and willing to perform her own diagnosis and repair and that we should send parts to her.

  Oddly, Ms. **** needed to send pictures and videos to Pulsar, expecting our staff to diagnose via email, what she claimed to have already diagnosed. This is well outside the scope of what we do, yet our staff still tried to help Ms. ****

  17 May 2022 - Ms. **** requested a “soap-joint” assembly, one was sent to her.

  27 May 2022 - Ms. **** declared we had sent the wrong part when indeed Ms. **** did not understand the difference between a horizontal and a vertical pump – she provided the wrong information to us, that’s why the part was wrong – that’s why most companies won’t ever guide self-repair. Once more we sent another part to Ms. ****.

  9 June 2022 – Ms. **** contacted us once more, apparently her diagnosis was still incorrect, and she was now asking for us to send an entire manifold assembly.  This part must be removed from a pump assembly, rendering the main pump body useless, they are never to be dismantled for parts.

  15 June 2022 – Pulsar Technical Staff, operating on their own and outside of company policy elected to dismantle a pump unit to harvest the manifold assembly Ms. **** was now seeking. They did this, presumably in a last-ditch attempt to help Ms. **** out of a situation of her own making. We sent the manifold assembly to Ms. ****.

  27 June 2022 – For the first time in five weeks Ms. **** contacted our staff to confess her ignorance and misrepresentation. It turns out the Ms. **** could not accurately diagnose a pressure washer, nor was Ms. **** able to change the parts she asked for. Ms. **** was now demanding the complete power unit, which we no longer had, because we previously destroyed it by harvesting a manifold assembly that Ms. **** needed.

  14 July 2022 – Ms. **** files a formal BBB complaint against Pulsar Products to bring harm to our reputation and to add leverage to her demands for that which is now impossible due Ms. ****’s personal actions and choices.

  THIS… is the thanks we get for spending six weeks trying to help a customer outside of warranty.

  Ms. **** is now demanding a refund of her purchase, two years later, from a manufacturer that never sold anything to her.

  Astonishingly Ms. **** is also demanding her $16 dollars back after wasting several hundred dollars of my staff’s time as we attempted to go above and beyond for a customer.

  This is shameful and we s**** amend the scope of what we will do for similar customers in the future.

  Ms. **** – Please contact us at your earliest convenience so we may refund your $16 dollars.

  

  Business response

  07/18/2022

  Hello **** - 

  
  

  No one replied to you in an angry or unprofessional manner; it was a factual rebuttal to the fanciful story you presented. Understand something, the warranty on your pressure washer expired a long time ago. You have no warranty left. All you had was an office full of people over here who spent a ridiculous amount of time trying to help you, just out of basic human decency. You thanked us by trashing us on BBB; I just don't get it; we may have to tighten up our policies on future special requests. I'm not quite sure what we can do for you now that hasn't already been done. If you'd like to talk about it you may reach me directly at [email protected]  

  Customer response

  07/18/2022

   I am rejecting this response because:
  
  Unprofessional and the product is junk and regardless if it's out of warranty it should not be broken after 1 usages and stored away properly .

  You keep repeating as if the pressure washer is extremely old it's only 2 years old and it was broken before  the 2 year mark of purchase so basically 

  you are admitted that your products from this company are only good for a short period of time. 

  I had a pressure washer prior to this purchase and it last over 10 years.

  Please send me a refund of $16.00 back to my original form of payment and we can be done but I will continue to write comments about your unprofessional company it is my right as a unsatisfied customer .I am contacting the news and social media  with my complaint just so other customers are aware of your products and aggressive behavior towards a customer who loses out.

  
  

*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. ↩