Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

• Initial Complaint

  Date:07/25/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a Generac Generator from GoGen. It has been down since May, Mothers day. It is less than two years old and still under a 5 year warranty. They seem to not be able to find the piece to fix it. When power goes out the generator does not work. I've gotten 4 different dates or repair. I am still making payments and also paying GoGen for monitoring ; when there is nothing to monitor since it is not working. I ask why they can't replace it they replied its still under warranty. I keep asking where is the part coming from and cant get an answer. It has been down since Mothers day, May until now, July.

  Business Response

  Date: 08/02/2024

  Please see attached job including all internal notes & payment made by Generac's warranty department. This client has been kept in the loop about everything going on. We are at Generac's mercy when it comes to receiving warranty parts. They are shipping the part directly to us, and we have gone above and beyond for this client. We have been in communication with the client and Generac throughout this entire process.

• Initial Complaint

  Date:04/04/2023

  Type:Service or Repair Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

   

  This is not a company I would recommend doing business with. On 12/20/22, they charged us for services that should have been covered under warranty (Invoice #*****). They installed a home generator and an electrical timer for our landscaping. The timer broke 2 times and the generator worked only during the initial startup, which was about 10 minutes. Both of these circumstances occurred during a warranty period. They came to our home to troubleshoot the generator and replace the broken timer (this was the 3rd timer installed because the first two broke). We were told the generator problem was a gas pressure issue and we should call a plumber. We called the gas company who came out and opened the valve - generator has worked perfectly since then. The invoice said that this job was not a warrantied job due to client running gas outside of their recommendation and not upgrading the gas meter as advised by their plumber. We added an additional regulator (recommended by gas company) and we were told by the gas company that the meter did not need to be upgraded. If the GoGen technician had run the generator for more than 10 minutes during the first start up, they would have recognized there was a problem and it would have been resolved then. GoGen charged us $500 for 4 hours of work, 3 of which was to replace the timer and the last hour to troubleshoot the generator. We were never told that adding an additional regulator or not upgrading the gas meter would void any warranty work, which any reputable business would have done. If we had known this, we would not have allowed them to do any work until this issue was resolved. I sent a letter to them explaining why we felt this work should have been covered under warranty; they threatened to turn us over to collections.

• Initial Complaint

  Date:02/07/2023

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On 4/11/2022 I had an electrical issue in my home. I called a few places and GoGen was the first to respond. They sent 2 people to my house who informed me that they were unable to fix my issue and would let the office know there was nothing they could do. I reveived and call on 2/6/2023 for payment since they sent 2 people out who were unable to correct my electrical issues. I paid the full invoice of $154.47 because it seemed it was about to go to collections. I would like to inform everyone that you should watch out for this company and understand that they will call nearly a year later for payment even if they only stay for minutes and decide there is nothing they can do. I am part of many organizations including a few veteran orgs in the area and can inform a wide array of people in person about this campanies actions.

  Business Response

  Date: 02/07/2023

  On 2/6/23 my manager reached out to Mr. **** to speak to him about this job. We were there to change a breaker in the electrical panel. Upon finding that there was shelving blocking access to remove the panel cover. We stated that the shelves would have to be moved to service the panel. Mr. **** can call the office any time to discuss this issue I will let my front desk know I am waiting on his call. We always like to work things out with our customers. Mr. **** I apologize that you had to take this action. But I assure you I will be waiting for your call. 337.527.5599.