ComplaintsforCanter Power Systems, LLC

• Initial Complaint

  08/28/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  August 28, 2024 I purchased my Annual Maintenance $329.00 on August the 5th for my Generator with Canter Power System for the 6th year. I am very frustrated this year because no one return my phone calls after leaving multiple messages, no email, return phone call leaving a message or letter simply letting me know the date they will complete the maintenance so, I can be present with questions. I am always told they will forward the message or it has been escalated. I simply like the date they will arrive.

  

  Business response

  09/17/2024

  Dear ************,
  We have received the complaint from ***************************** regarding her frustration with the communication around the scheduling of her generators annual maintenance. We sincerely apologize for the inconvenience and lack of timely responses to her inquiries.
  
  We have reviewed the situation and confirmed that Ms. ******** annual maintenance is scheduled for 4:00 PM on September 18, 2024. An email notification has also been sent to ****************** to inform her of the appointment date and time, so she may be present for any questions she may have.
  
  We recognize the importance of clear and timely communication with our valued customers, and we apologize for the delays in responding to her calls and messages. We are taking steps to ensure better communication in the future and appreciate ********************** patience as we work to improve our processes.
  If there are any further concerns, we encourage ****************** to contact us directly, and we will be happy to assist.
  
  Sincerely,
  ***********************
  Canter Power Systems, LLC

  Customer response

  09/19/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and I accept it.

   

  Good Morning

   

  Thank You for all your help, we can close everything, Canter Power came out on 9-18-2024 and performed the Maintenance Check.

   

   

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

• Initial Complaint

  08/15/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  I am writing to file a formal complaint against Canter Power Systems, LLC for their negligent service and failure to return customer calls. I have been a customer since August 2023 and have only had this generator for a year. The generator first stopped working in May 2024. At that time, it took nearly two weeks to get a technician to address the issue.Unfortunately, the generator stopped working again on July 31, 2024. Since then, I have made numerous callsat least every other dayonly to be told that someone would return my call the same day if made before 4:30 pm, or the next day if made after 4:30 pm. I had to reach out to the salesperson I initially worked with, who assured me that someone from customer ********************** would contact me. I eventually received a call, and while the representative said they would escalate the issue, they also attempted to persuade me to put a credit card on file for services that should be covered under warranty.When I requested to speak with a manager, I was told multiple times by different customer ********************** representatives that there was no manager available to address my concerns. I also asked for an explanation of the company's policies and procedures, turnaround time agreements, and what steps are taken when Canter Power Systems fails to meet its own standards. No one has been able to provide this information. Additionally, I requested an email address or phone number to escalate my concerns, but again, no one could provide this information.I work from home and live in an area prone to power outages. It is crucial that this issue be resolved promptly to avoid any financial implications. I am requesting that Canter Power Systems repair my generator promptly and correctly. Their lack of responsiveness and failure to address known issues is unacceptable.

  

  Business response

  09/23/2024

  Dear Ms. *********

  We acknowledge the complaint submitted by Ms. ****** ***** regarding the service and responsiveness issues related to her Generac generator. We deeply regret the delays and communication challenges she has experienced, and we take her concerns seriously.

  We are actively investigating the situation to ensure that her generator is repaired promptly and correctly. We are in direct contact with our service team to assess the technical issues and expedite a solution that meets Ms. ****** needs.

  We sincerely apologize for the delays in responding to her calls and messages and the miscommunication around warranty services. We understand the urgency given Ms. ****** reliance on her generator, particularly in an area prone to power outages, and are committed to resolving the matter without further delay.

  We will reach out to Ms. ***** directly within 24 hours to schedule the necessary repairs and to provide more clarity on the next steps. We will also ensure that her concerns are escalated to the appropriate management level for oversight to prevent this from happening again.

  Please do not hesitate to contact us if any additional information is required.

  
  Sincerely,
  **** *******
  Canter Power Systems, LLC

   

  **** ******* Director of Marketing

  
  

  Customer response

  09/26/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and I accept it.

  Canter sent a representative out and repaired my generator Monday, September 16, 2024.  

• Initial Complaint

  08/06/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  ********* Gas sent me an Email in March to have a Generac generator installed *************** involved ************************** and Canter Power Systems. It offered 0% down, 2 years to pay and a 10 year warranty. I accepted the offer. The generator was installed in late May early June. The electrical work was completed first then ************* installated the gas line. That line needed to be grounded. Canter Power systems informed me the installation was completed around June 15th. I informed Canter that it was not finished as the gas line wasnt grounded and the generator hadnt been run so I could accept it. Received a call from the electrical contractor and he stated that his tech would return around June 23rd and complete that task . Never came back. Around that time the generator powered up for its weekly maintenance run. It failed and had a red light, a hard error. My brother opened up the cover, followed the instructions and reset the generator to a green condition. I called Canter`and reported the failure. I was given an ID number ****** and a phone number ************ press option 1. When the generator tried to startup the next week. It failed again error code 1100 over speed fault. Called the phone number which was Canter Power Systems Service number. The person verified that their monitoring system showed the failure. She tried to do a manual remote startup of the generator with no success. Then about a week later I had a 3 hour power outage. I called again. I stated that I lived alone, used a **** machine asked to be put on a priority list because of my medical condition and have that noted on my account. Assured me they would and would as not using the **** could cause me to have a stroke AND I dont drive.Power went off again at 3 AM for several hours. Called again and asked to speak to a mgr. Could not transfer my call. Its now August 6th. No calls, no repairs.

  

  Business response

  09/01/2024

  Dear BBB,
  
  We would like to provide an update and resolution regarding the complaint submitted by **********************;concerning the installation and performance of the Generac generator.
  
  Our electrical team visited the customer's property on Friday, August 9th, to thoroughly review and confirm that all grounding connections on the lines were properly secured and tightened. Additionally, the gas company conducted a pressure check on Monday, August 12th, to ensure there were no issues with the regulator.
  
  We are pleased to inform you that these tasks were successfully completed, and the generator exercised as scheduled around 4 p.m. on August 12th without any issues. The unit is now fully operational and ready to perform as intended. We do not anticipate any recurrence of the issues that the customer previously experienced.
  
  We sincerely apologize for the delays and inconvenience that *********************** has encountered and appreciate their patience as we worked to resolve these matters.
  
  If there are any further concerns, we remain committed to providing the necessary support to ensure complete satisfaction.
  
  Sincerely,
  
  **********************; 
  Director of Operations  
  Canter Power Systems

  Customer response

  09/11/2024

   I am rejecting this response because:

   

  Ms ****, requesting that my complaint stay open. My brother has been working with ***** ****** to get the issue resolved. He had a death in the family and had to go to ***********.

   

  Therefore, I am rejecting their response. The generator is still not operational. In fact, ***** ****** tried to do a remote start and couldnt. I thought my brother would be back today. He has a very detailed account of all events, texts with several personnel at Canter Power Systems and other pertinent info.

   

  Honestly, I thought I had until today to respond.

  Thank you in advance for your help and playing the part of go between.

  ***** ******

  
  
  

  
  

  

  Business response

  09/17/2024

  Dear Ms. ****************** you for your correspondence and for keeping us informed regarding Mr. ***** ******** request to keep the complaint open. We deeply regret the ongoing issues Mr. ****** has experienced and extend our sincere condolences to his family during this difficult time.
  
  At this moment, we understand that Mr. ******** brother, who has been in direct communication with ***** ******, had to temporarily step away from the situation due to a family emergency. We have noted Mr. ******* feedback regarding the generator still not being operational and the unsuccessful remote start attempt.
  We are committed to continuing to work closely with Mr. ****** and his brother to ensure that the generator is fully functional as soon as possible. Our team is prepared to take whatever steps are necessary to resolve the issue. We will also make sure to coordinate with Mr. ******* brother when he is available to ensure nothing is missed in addressing his concerns.
  
  We appreciate your understanding as we navigate this situation and reaffirm our commitment to resolving the matter. We will keep the lines of communication open with Mr. ****** and his family and will provide any necessary updates to the BBB as the situation progresses.
  Thank you for your continued assistance in this matter.
  
  Sincerely,
  **** *******
  Canter Power Systems, LLC

  Customer response

  09/24/2024

   I am rejecting this response because: My generator is still NOT operational since June. In a few days it will be October 1st. Canter Power Systems has made NO attempt to resolve the issue. Phone calls made by my brother and I are not returned. Will follow up with a more detailed explanation.
  
  
  

• Initial Complaint

  07/31/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  The generator we purchased from Canter Power Systems has been a nightmare since purchasing; however, for the past month and a half the generator has been non-operational and Canter Power Systems will not repair it, nor will they return any of my phone calls. The generaator has a mobile link to start it and also a manual button to start the generator to test it and neither of them will work. Additionally the generator shows in the app that the unit has not worked since early June 2024.

  Customer response

  08/01/2024

  Sirs:

  Attached are the documents requested.  If I need to send you the documents for the loan I took out with Green *** for the generator purchase please let me know.

  Regards -

   

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

  

  Business response

  08/07/2024

  Dear ************,

   

  I am writing in response to the complaint filed by Ms. ***************** and our response time to repair her generator.

   

  I recently had a conversation with ************ on Monday, August 5, 2024, regarding her recent experience. I understand her frustration and apologized for the inconvenience she faced.

   

  Our technicians are actively working through a backlog of service requests in the area, striving to address all issues as swiftly as possible. When ************ contacted us about the error code, which appeared to be related to the battery, I suggested a solution where she could purchase a new battery and we would reimburse her for the cost even though batteries are not covered under any Generac or Canter Power Systems warranty because they are a consumable product.

   

  ************ proceeded with this suggestion and discovered significant corrosion on the battery cables. This required additional work to replace the cable ends along with the battery. She attempted to reach me to discuss further but unable to connect due to my schedule.  ************ did talk to a member of our AfterCare team to provide instructions on replacing the cable ends.

   

  ************ subsequently sent an invoice totaling over $850, which included charges for labor and materials. While the labor rate was not previously discussed or agreed upon, we recognize the urgency and challenges she faced due to our delayed service. In light of this, we have decided to send her a check for $300 to help cover all costs of materials and additional for her time and effort even though we know there is no way to put a price on that portion.

   

  The immediate issue has been resolved by the customer, and we are still committed to completing the scheduled maintenance as soon as weather and road conditions permit.

   

  We apologize for any inconvenience caused.

   

  Sincerely,

  *********************** Director of Operations

  
  

  Customer response

  08/07/2024

   I am rejecting this response because: They are refusing to pay the invoice in total and they have yet to arrange to have anyone come out to repair the generator.  Canter is an awful company and ************** has not followed through on his promises.
  
  
  

  

  Business response

  08/16/2024

  ************,

   

  I want to express our sincere gratitude for choosing Canter Power Systems as your generator dealer. We genuinely appreciate your business. It is clear that we have fallen short of your expectations, and for that, we deeply regret the current situation.

   

  To honor your request, we will make every effort to complete your maintenance on Thursday, August 15th, if that aligns with your schedule and our technician's availability in the area. Please note that no additional funds were allocated in your contract specifically for maintenance. The only additional funds pertained to a Canter warranty. In light of the situation, I am prepared to offer you a refund of $435 or, alternatively, a Generac 10-year extended warranty. This warranty would cover parts, labor, and travel with any certified Generac dealer until September 2032.

   

  In summary, we will terminate our existing contract with you regarding your generator installation. You may choose either a refund or the Generac extended manufacturer warranty, which would be effective from the date your generator was activated. As of now, your generator has 17 run hours, and according to Generacs guidelines, the first maintenance check should occur after 25 hours of operation.

   

  Once youve made your decision, please let me know, and I will promptly take the necessary steps to conclude our relationship. This will finalize any remaining obligations between Canter Power Systems and you at ********************************************

   

  Sincerely,

  Customer response

  08/16/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and I accept it; however, my acceptance is due to the fact that I haven't any other option since not agreeing to accept the 10 year warranty with Canter would result in me in having to contract with another Generac provider for a minimum of $500.00 a year.  As a ADA ******* I am on an extremely limited budget and cannot afford to hire another company.  Further, if I have issues with Canter going forward, I *** once again open a complaint with the BBB.

• Initial Complaint

  07/25/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I am writing to file a formal complaint against Canterpower Generator for their negligent service and failure to honor their maintenance agreements. I have been a customer since 2021 and have consistently paid over $400 annually for maintenance services to ensure the reliability of my generator.The issues I'm experiencing with Canterpower are as follows:1. Failure to address identified problems: During their last maintenance visit, the technician identified that my generator needed a valve adjustment. A request was submitted, but after 6 weeks, no one had come to address this issue.2. Equipment failure: As a result of their negligence, my generator broke down 3 weeks ago.3. Lack of response: I have been calling Canterpower daily since the breakdown, seeking assistance. Not a single call has been returned.4. Extended power outage: Due to their failure to respond and repair the generator, I have been without power for 4 days as of this writing.5. Breach of service agreement: Despite my faithful payments for maintenance, Canterpower has failed to provide the service I've paid for, leaving me without a functioning generator during a critical time.This situation has caused significant inconvenience and potential financial loss due to food spoilage and inability to work from home. Canterpower's lack of responsiveness and failure to address known issues is unacceptable, especially considering the substantial amount I've invested in their services over the years.I am seeking a full refund of my maintenance fees for the past year, as well as compensation for the days I've been without power. Additionally, I request that Canterpower immediately repair my generator at no additional cost.I hope that through your intervention, this matter can be resolved promptly and fairly. Thank you for your attention to this issue.Sincerely,

  Customer response

  08/04/2024

  I have heard from the business in response to my complaint as an acknowledgement, however, nothing has been done yet. Still waiting for the company to take action

  
  

  

  Business response

  08/05/2024

  Dear ************,

   

  I am writing in response to the complaint filed by ********** regarding his generator's performance issues.

   

  I had a detailed conversation with ********** yesterday afternoon. During our discussion, I confirmed that during our maintenance visit on June 18, 2024, we recommended a valve adjustment. This adjustment is a standard procedure during the break-in period to ensure the generator operates optimally over time. It is a tune-up and is not related to the generator's failure on July 18, 2024.

   

  ********** described the events leading up to the generator's malfunction, mentioning that the power had gone on and off several times due to issues with the electric utility. In my experience, such power surges can cause fuses to blow and transfer switch wires to disconnect, preventing the battery from charging. We had a gas partner inspect the site, and they confirmed that the battery was not producing power, which aligns with my diagnosis.

   

  Due to the high volume of repair requests following the recent hurricane, we are currently working through a significant backlog. ************** repair is on our list, and we are prioritizing larger rotor/stator replacements through August 15, 2024, while addressing additional repairs as time permits.

   

  I will continue to collaborate with our scheduling team to expedite this resolution and ensure that ********** is kept informed of our progress.

   

  Thank you for your understanding.

   

  Sincerely,

  *********************** Director of Operations

  
  

• Initial Complaint

  07/20/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a full house generator from Canter Power Systems alittle over 12 months ago. Reason I live in city that averages 21 power outages a year. The generator had performed well until two months ago when it had first service by Canter. Was told all was well. They changed the filter as required. A few weeks later we had another outage. The generator went in and out. They came the following week and said it was the filter that they had just replaced that they received bad batch of filters. New filter placed. Almost 2 weeks ago another power outage. They were called. They came back out yesterday and said the filter was moist and thought it was from tubing not being connected to t tight enough. Then when the generator was tested today. It throwed code e1100 and locked the generator out so now it will not come on. I contacted after hours told them the above and was told they would call us next business day which would be 2 days. I told them we were expecting bad storms and was told they would let technician know and I would be called. I have received no call and at 8:09 pm tonight we had storms and power outage. I did not pay over $12000 dollars for a generator that cant run. And service not being provided as in contract. If generator will not run 24/7 then technician will come out. They will keep it serviced and running.

  

  Business response

  07/24/2024

  Good morning ************,
  
  Our operations team has spoken to ****************** and resolved this complaint to her satisfaction.

   

  Please let me know if we need to take any additional actions.

   

  Thank you for your help

   

  ****

• Initial Complaint

  07/10/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Retention Specialist (*******************) at Canter Power Systems attempted to coerce maintenance payment from me by threatening to cancel my Generac 7-year extended warranty. Canter Power has no authority to cancel my Generac warranty. He harassed me via email and via text messages with a final notice and pressured me to pay Canter Power Systems over $400 dollars for my yearly generator maintenance. I am under no obligation to do business with Canter Power Systems. They were sent by Generac to install my home generator in August 2020 but I was not under contractual agreement to do business with Canter Power System. I did purchase a Generac warranty which states I can pick any Generac authorized dealer to perform my yearly maintenance which keeps the warranty valid.

  Customer response

  07/21/2024

  I have not heard from the business in response to my complaint. I would like to know what steps are being taken in retraining the offender, *******************.

  
  

  

  Business response

  08/08/2024

   

  After thoroughly reviewing the text messages and emails exchanged, and discussing the matter with the involved employee, we recognize there was some confusion. However, we believe our teams responses were both sincere and appropriate.

   

  When the incident first occurred, I personally spoke with **************** and expressed my apologies for any distress the situation may have caused her. I made sure to clarify that our maintenance services only impact the warranty provided by Canter Power Systems and do not affect Generacs warranty.

   

  **************** conveyed that she no longer wishes to maintain a relationship with Canter Power Systems. We have respected her wishes by removing her from any future communications and marking her account as inactive.

   

  We regret any inconvenience this may have caused and remain committed to providing clear and respectful communication with all of our customers.

   

  Sincerely,

  Customer response

  08/10/2024

   I am rejecting this response because: I would like a letter of apology directly from ************* stating he was WRONG in attempting to collect on a service that Canter had no contractual agreement !
  
  
  

• Initial Complaint

  06/17/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Our Generac Generator has not worked since April 29th when a Canter technician came out to do a regular maintenance service. The Generator was working when he arrived, he made a mistake and burnt up parts of the Generator, he assured me that it was not a problem because it was still under warranty and the parts were in stock to make the repair and that he would make arrangements to be back in a couple of days. First of all warranty or no warranty THEY BROKE IT, it was fine until they serviced it, and 2nd of all... they did not return Until May 20th and only after we began to call constantly, and then it was damaged EVEN MORE, it now has melted parts and cables, so once again we were told they would return to finish the repair. Now it is the 17th of June, they were supposed to come today, they never showed, will not answer the phone all calls are going straight to VM. We have left several messages and have gotten no return call, all I have gotten is a 15k paperweight sitting in my back yard that is non functional while I get to continue to make my payments on it and Canter continues to ignore us. At this point we have reached out to ********** to enlist their help since the original Generator purchase was done through ********** and contracted out to Canter. Canter has advised HD they are making the steps necessary to repair it all the while ignoring us. At this point I want a new Generator that works and hasn't been melted and would like some effort to be made from this company that does not seem to care about their customer. They got paid their 15k so obviously that is where their concern has ended.

  

  Business response

  06/18/2024

  Customer Information: ******* & *************************
  ********************************************************
  Daytime Phone: **************
  E-mail: ***********************

  Complaint Involves: Repair Issues

  Customers Summary of the Problem: The generator was operational before the service, but the technician inadvertently damaged parts of it. The technician assured the customer that the issue would be resolved promptly, as the parts were under warranty and readily available. However, there have been significant delays and further complications since then, resulting in additional damage to the generator.

  Internal Communications:

  1. From ***********************:
  • Date: Monday, June 17, 2024
  • ***** has confirmed that we are back on track with the customer. Several team members are involved to ensure the generator issue is resolved by Wednesday, June 19, 2024. The customer is aware of our current status.

  We are committed to resolving this matter promptly and ensuring that the Wamsleys receive the necessary repairs or a replacement generator. We aim to have this issue resolved by Wednesday, June 19, 2024, and will keep you updated on our progress.

  Thank you for your understanding and patience as we work to address these issues.

  Best regards,
  ***********************
  Director of Marketing
  Cell: ************
  Canter Power Systems

  Customer response

  06/18/2024

   I am rejecting this response because: While we did speak to ***** yesterday and a conversation was started about getting the repairs done, we did not receive any follow up today. He did however have SOME of the parts needed for a repair shipped directly to our home as he said he would. My concern is that we received no follow up as when to expect anyone. We relayed our schedules to ***** while discussing the issues at hand and were under the impression that we would be getting additional follow up after he was able to investigate his side a little further. Wednesday was discussed as a day that the repairs may be able to be performed. I am hopeful that the issue will be resolved but due to past history and this not being the first time we have had issues such as this with Canter, I am unable to say I am satisfied. At this point The Generator is still inoperable. Also due to the fact that the last time we had an appointment scheduled with the company they were a no call, no show. So as of now I still consider this issue open. 
  
  

  Customer response

  06/19/2024

  At the time of this response the generator is still unable to be used as the damage was unrepairable. A technician arrived today and worked on the generator for an extended period of time but was unable to correct the situation. We have been told by the representative (*****) from Canter that the Generator will be replaced with a new unit, altho the technician on site provided alternate information. Currently I do not have a time frame that this remedy is to take place but my husband advises he was told it would be done expeditiously. So as of today I am still unable to say that the situation has been remedied. 

  

  Business response

  06/21/2024

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

   

  Attached is an email that demonstrates our continued efforts to resolve this issue for the Wamsleys. I will keep you advised as this progresses.

  Customer response

  06/21/2024

  The update on the current Situation is that it is still not resolved. I am unable to open the attached documents so I have no idea what information **************** has provided you with. I can only provide you with the current status from our side. We still have no expected date of resolution. Today **************** had ******* reach out to Generac directly to advise them the generator is not operable. I expressed my concern about this approach with *************** before the call was actually made because I feel at this point they are trying to get Generac to pick up the issue, I advised that it is not OUR RESPONSIBILITY to reach out to Generac we are the end user in this situation, our issue did not come from Generac but from Canter and basicallyI felt like we are now being pushed off onto Generac, *************** assured my husband this was the way the situation needed to be handled so ******* did participate in a direct call with Generac at ******************* direction. ******* was on the call for well over an hour,  ***** ended up stepping out of the call and as I feared ******* was left to speak to Generac on his own and no resolution was reached. At this time we are still in limbo and now have involved ANOTHER party. As of the time of this writing we are no closer to a resolution than we were on Monday June 17th when I submitted this to the BBB. I feel as **************** may say we have taken steps but from our point of view that is not the case. 

  ******************;

  

  Business response

  07/03/2024

  We have gotten approval from Generac to replace the generator at the ******* residence.  The replacement will take place next Wednesday, July 10^th.  I spoke to the Wamsleys this morning to go over the details.

  Customer response

  07/03/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and I accept it. 

  At this time we are scheduled to have them return to our home on Wednesday July  10th and replace the generator with a new unit. I am happy that we have finally reached an agreement and am hopeful that this time things will go as promised. While I am looking forward to having this issue resolved, due to previous history I still would like this discussion to remain active until the generator is installed and working. Thank you so much for all parties involved for working to get this moving in the right direction and I look forward to the completion. 

• Initial Complaint

  06/12/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  The Generac generator installed by Canter Power Systems in October of 2023 is leaking oil and can't be used. Canter Power Systems was notified May 27th of 2024. I received a call from them on May 31st of 2024 telling me they are reaching out to people to repair it. It is now June 12th of 2024 and I still do not have an appointment for repair. When I call them, I get an answering service, and can only leave my name and number. This Generac generator has a two-year maintenance agreement with a five-year warranty. I have already lost power once. I need my generator repaired.

  

  Business response

  07/19/2024

  Dear ************ and ****************,

  We sincerely apologize for the inconvenience and frustration you have experienced with your Generac generator installed by Canter Power Systems. We understand the critical importance of a functional generator, especially during power outages.

  Regarding your complaint:

  • The generator installed in October 2023 is leaking oil and cannot be used.
  • You notified us on May 27, 2024, and received a call from us on May 31, 2024, indicating that we were reaching out to schedule a repair.
  • As of June 12, 2024, you have not received an appointment for the repair.
  • When you call, you reach an answering service and can only leave your name and number.
  • Your Generac generator is under a two-year maintenance agreement with a five-year warranty, and you have already experienced a power outage.

  We acknowledge that our response has been delayed, and we regret any distress this has caused. Our team attempted to coordinate with a partner closer to your location for the repair, but unfortunately, they were not set up to handle such repairs. Due to the geographical challenges, we have been unable to promptly dispatch one of our technicians to your location.

  To address this issue, we are currently coordinating with our newly hired technician in the *********** area to assess his capability for this repair. We are also exploring other options to expedite the service you need.

  We deeply regret the delay and are committed to resolving this matter as quickly as possible. We will ensure that you receive an update within the next 48 hours regarding the scheduling of your repair.

  Once again, we apologize for the inconvenience and appreciate your patience and understanding. If you need further assistance, please feel free to reach out directly.

  We kindly request a variance to show that we did respond to this complaint and are actively working on resolving the issue.

  
  Sincerely,
  
  ***********************
  
  

   

  *********************** Director of Marketing
  	Cell: ************ canterpowersystems.com

  
  

• Initial Complaint

  06/07/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  Approximately three years ago, we purchased a Generac 22KW generator to be installed at our home. This was a significant expense for us with retirement and secretarial wages as our means of financial support. With our advancing ages and declining health, we made this purchase to gain peace of mind. That has not happened.The installation process was lengthy and conflicted.It takes a long time to receive service.The brushes went out on the unit when it was approximately two years old and it did not work for approximately four months requiring numerous calls to Canter Power.We paid for the service contract and received no account credit for the idle unit.We installed gutters and then an awning to protect the generator at the cost of $3,538.The load shedding boxes malfunctioned. We have experienced air conditioning power loss. We have had to crawl into the attic to personally make the adjustments. We have been without cooktop, oven and electrical outlet power. We have incurred air conditioner and electrician service call expenses of $350.We had to dismantle our very heavy double oven, move it and reassemble it because of the malfunctioning load shedding boxes.We were sold equipment that we did not need.We were required to personally adjust equipment and this equipment was installed in the most difficult location to access in the house.Attached is a partial record of our experience. We did not record every conversation as we initially entrusted that we were being cared for. The need to journal these calls was soon realized. As Canter Power records reflect that every call is recorded, there should not be any difficulty finding each call.

  Customer response

  06/10/2024

  RESPONSE TO MESSAGE:

  We would like to be reimbursed for our expenses when we thought the air conditioning was out when in fact it was the load shedding boxes that were malfunctioning

   

  $50.00 to ******* Air Conditioning

  $300.00 to Freedom Electric

   

  The cost of the load shedding boxes since they are not necessary to unit operations.

   

  The cost of the regulators since they are not necessary to unit operations.

   

  We would also like assurance that the mechanics of the unit are not faulty that caused the brushes to go out so quickly after installation.  And we would like consideration for the monitoring time all those months that the unit sat idle.

   

  We realize that this is not a significant expense for GENERAC/CANTER POWER, but it is for us it is.  Retirement wages and secretarial wages do not go far.  And we were truly disheartened when the agency that we though was servicing the unit expected us (68 y/o m and 65 y/o f) to crawl in the attic to check on boxes that were not working properly.

   

  

  Business response

  06/14/2024

  Dear Mr. and *****************,
  
  I hope this message finds you well.
  
  Thank you for taking the time to speak with ******************** yesterday today.
  
  He has shared that it  was his pleasure discussing your concerns and working towards a resolution. Here's a brief recap of what was discussed:
  
  *** Devices: I explained the importance of the *** devices, and both you and your electrician friend agreed to keep them active.
  
  Relocation of ***: We will relocate the *** from the attic to outside by the **** disconnect. We will send a work order to our team to handle this.
  
  Reimbursement: We have received the receipts for payments made to other contractors. We will process a reimbursement for these expenses.
  
  Membership Credit: We have applied a $200 credit to your account, which will be applied to next years membership dues.
  
  I appreciate your patience and understanding. If you have any further questions or need additional assistance, please do not hesitate to reach out.
  
  Best regards,
  
  ***********************
  Director of Marketing
  Canter Power

*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. ↩