Customer ReviewsforPan American Power

Pan American Power misrepresented themselves as "authorized Cummins repair techs, when they are not, per Cummins. After paying PAP $380 for maintenance service, the PAP tech was unable to correct "over crank" fault, although in his billing report, he claims he did resolve the issue. A couple of weeks later, another PAP tech called to set up an appointment to address the unresolved issue. Second PAP tech stated he previously worked offshore and worked on generators. He performed various tests, which I did not order. He refused to quote prices for anything he performed. He refused to provide copies of test results. After 4 hours, of which he billed 6 hrs, he did not resolve the issue. He waited around for 2 hours for a return call from his supervisor to identify the repair problem. The PAP supervisor never returned the call. The PAP tech finally stated that the generator was not receiving sufficient gas and that l needed to enlarge the gas meter and regulator. I called Center Point Energy to enlarge the gas service at a cost of $110. CPE did install a larger service, but the CPE tech told me that I had more than enough gas to the generator and didn't require a larger service. Once the larger gas service was installed, the CPE tech tried to start the generator and was once again unable to do so due to an "over crank" fault. Frustrated, I spoke to Cummins and was told that PAP techs were not qualified to diagnose or repair Cummins generators. I was told that PAP reps were qualified to change the oil and that was about it. Without even examining the generator, Cummins over the phone told me what the problem was and the parts that needed to be ordered. Through Cummins, I ordered the parts and had them installed through "The Gen Stop", who I would highly recommend. The generator has functioned properly since. I have now received an additional bill for $690 from PAP for their misdiagnosis and incompetent work, which one could argue was fraudulent in nature,

Not sure why, but Pan American asks customers to buy a service contract for prioritized generator service. But twice in the last three years, ******* called me to promise a service, then no followup, no call, no explanation, nothing. Never again, I found a competitor who wants my business.

********, you called in for after hours emergency service. After hours emergency service is not include nor a part of any annual maintenance contracts. This was clearly stated in your maintenance contract you signed. This was explained to you and you declined the after hours emergency call and ask you be called the next business day. You were contacted the next business day and declined service when we spoke to you. If you declined service the next business day and declined the after hour service call there is not much else we could do to assist you.

Installed my generator last year in 2020 June. Had 24 hours on it when Hurricane *** hit and ran 12 hours shut down and kept calling and finally following saturday service tech came out the motor was out. waited on motor and finally installed 9.27.21. Tech came out and i had to leave but he said he would be here when my husband got home for 2:00 and he left. my husband arrived home at 1:30 and tech was gone. My husband called tech and he said everything was good. Well we have not had a test run at all. Had to go on fb to put a bad response and finally ***** emailed my husband. He denies everything and wanted to know why my response on fb was bad. His techs and him treat customers very bad. We spent alot of money on this generator and install and maintenance and he is so disrespectful. He needs to show his face and come out to deal with the issues his company has and stop trying to deny it.

Customer called in after Hurricane *** and a tech was dispatched to her home. Tech found the engine had failed and was beyond repair. A new engine was ordered, but the manufacture was in short supply so it took a while for the engine to arrive. This was not acceptable to the customer. Engine arrived and appointment was set with customer so they could be present at repair. The engine was replaced, but at the end of job the customer was not present. Tech had other jobs and could not sit and wait for customer to arrive back home, so generator was left operational. Customer was notified that the job was completed before leaving residence. A tech was routed back even after this negative review to find the generator test was correct and generator was operational.After Hurricane *** the phone lines were down and numerous customers reached out thru ********* Sadly, ***** was negative from her first ******** post. Even after the engine failure was identified she continued to bash and spread negativity on online and to friends. Trying to explain Pan American Power does not manufacture the product and with a major engine failure there was nothing we could do immediately was not a satisfactory answer for the customer. After continued online bashing and hate the customer was emailed trying to resolve the negative posts. Husband responded he would not ask his wife to stop and at that point a reasonable resolution was lost. Everything was done to try and satisfy the customer, but there was no solution. At no time was the customer disrespected or treated unfairly. As a business you try to satisfy every customer but in this case this was not realistic.

Never calls back for routine or emergent service. Phone number useless.

As of the previous review dated 10/8/2021 I had not received a call back from my voicemail left 5 weeks prior.This is an update to my previous review:Our generator stopped working one week after *** while we still were without power. We have a maintenance contract with Pan American. We were told at time of signing this contract that if we ever had a problem with the generator we could call and give the error code and someone would tell us what to do. So I called and left a voicemail requesting a call back due to error code.No one called back within a week, so I tried multiple times to reach them only to hear that their voice mailbox was full.In November someone finally called me to say they were still backlogged for repairs and it would be another five weeks at least before they could get to me. We got the generator repaired by a different company. This company did the maintenance also since it had run during the outage and oil needed changing.Now here comes the interaction that upsets me and causes me to update my review Pan American called to schedule our maintenance per the contract. We requested that it be rescheduled in three months since we had it serviced three months ago and its not due now. This was their response...February 17, 2022 Good morning. **** here with Pan American Power. We spoke earlier this morning about postponing your maintenance appointment. Appointment to around May of this year since you already had another company come out and repair your unit and change your oil at that time. Typically, we dont move months for maintenances due to the number of customers already scheduled in those months. Especially in months around storm season.I spoke with the owners, and they are willing to make an exception in your case if you are willing to remove the review sent in to the BBB 10/8/21. Let me know how you would like to proceed. Regards, *********************** Warranty Administrator Pan American Power Corp.17640 ******************************************************************* Off:************ Take from this what you will...We will no longer be customers of theirs.