ComplaintsforState Generators

• Initial Complaint

  09/26/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  We purchased a portable generator for our home. The generator make that we purchased from State Genetators/B** ******* (owner) (“Ben”) is a duromax portable generator dual fuel XP 13000 HX. It was installed by State Generators/*** on April 7, 2023. We paid in full - check number 2408 in the amount of 5,000.00 We lost power a few weeks ago and tried to turn on the portable generator but it would not ignite and stay on. We tried to reach Ben numerous times by phone and email for assistance without response. At that point, we had no choice but to call manufacturer who advised the specific portable generator we purchased should NEVER be connected to natural gas (only to propane or fuel) and consequently advised us the warranty is therefore null and void. Our objective is for Ben to reimburse us the 5,000.00 disconnect the natural gas line and take the portable generator back. Thanks for your assistance. J***** *****

  Business response

  09/27/2023

  To follow up on our earlier discussion I apologies for not taking your call due to traveling back to the UK for heath testing following ailment. As soon as i picked the mail up i did contact you. We also agree that you were demonstrated more than once how the generator starts and how it runs. Therefore as discussed this is not a liability issue this is user error. Since I have still offered to get a engineer to attend, at our own cost, to demonstrate the unit working once again.

  We do not accept this complaint with the exception of not responding due to unforeseen circumstances. The installation / equipment are all in good working order as demonstrated.

  Customer response

  09/27/2023

  
  
  Complaint: 20660914
  
  I am rejecting this response because despite the vendor claiming natural gas can be used on the portable generator we purchased, the manufacturer advised us that “natural gas” cannot and must not be used to operate the unit; only propane gas or the relevant fuel may be used.  And because the vendor connected the generator to a natural gas line the manufacturer advised any warranty is now void. I have requested today by email that the vendor supply me with a statement directly from the manufacturer stating the specific portable generator purchased and installed by vendor can, in fact, use natural gas and the warranty remains in place but the vendor has not provided this information or manufacturer statement thus far. Consequently, the resolution desired at this stage remains a full refund of the purchase price and the vendor must come and retrieve the generator and disconnect the natural gas line. 
  Furthermore, Based upon my additional research today,  google source, here is what is documented by the manufacturer regarding the specific generator model purchased and installed by vendor:

  quote:
  DuroMax XP13000HX 13,000 Watt Portable Dual Fuel Gas Propane DuroMax XP13000HX 13,000 Watt Portable Dual Fuel Gas , KEY FEATURES - Runs on gasoline or liquid propane, (not on natural gas per manufacturer).
  unquote.

  Regards,

  J***** *****
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  

  
  

*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. ↩