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:03/31/2025

  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 am reporting a persistent problem with Canter Power Systems regarding my standby generator. We purchased our generator from ********** a few years back, and Canter Power Systems installed it. We purchased an on-going warranty and service plan with Canter Systems at that time. The service contract requires that we get annual maintenance inspections through Canter each year, and we have purchased this. Shortly after our last annual inspection, on 23 Sep 2024, I reported that our generator was leaking oil and, therefore, was out of service. After several attempts to get a response from Canter, I did get a response about this issue on 7 October 2024 informing me that a technician would be out to repair the generator. The technician (*** *******) came out to repair our generator on the day before Hurricane ****** was expected to hit our area. After the generator ran for about a day and a half during the power outage caused by Hurricane ******, it stopped working again with Error 1100 - Overcrank. I informed Canter immediately, but our generator was not repaired (solenoid problem) until 4 November 2024. Now, on Thursday, 27 March 2025, I noticed the generator is once again giving an Error 1100 - Overcrank error. I emailed Canter Power Systems about the issue on Friday morning, 28 March 2025. I had not received a response by Monday afternoon, 31 March 2025, so I called them. After being on an extended hold for nearly 30 minutes, I was informed that I needed to contact my gas company before Canter would send a technician out to check my generator despite the fact that it is giving the same error as occurred in October 2024 when I was told that it was a solenoid issue on the generator. I am requesting that a competent technician be dispatched to repair our generator.

  

  Business Response

  Date: 04/01/2025

  Dear Ms. **** and BBB,
  
  
  
  Thank you for allowing us the opportunity to respond to the complaint submitted by Mr. ***** ******.
  
  
  
  First and foremost, we sincerely apologize for the ongoing issues Mr. ****** has experienced with his generator, especially during critical weather-related power outages. We understand how frustrating it can be to deal with repeated service interruptions and the need for clear, timely communication.
  
  
  To provide context:
  
  
  
  Mr. ******* most recent annual maintenance was completed on October 11, 2024, at which time our technician replaced a faulty oil pressure switch.
  
  
  
  When Mr. ****** reported a generator failure during Hurricane ******, our technician returned the very next day (a Saturday) to assess the issue. The cause was identified as a solenoid plunger issue, which required ordering a part. This repair was completed promptly on November 4, 2024 once the part arrived.
  
  
  
  On March 28, 2025, Mr. ****** reported a new recurrence of the Error 1100 Overcrank issue. Our team responded the following business day, and he was advised (per protocol for repeat overcrank errors) to check with his gas company to rule out external fuel supply issues. We also requested photos of the gas setup and regulator, which Mr. ****** provided.
  
  
  
  After reviewing the materials, we scheduled technician *** Dalberg to visit again on April 1. In the meantime, Mr. ****** discovered that a loose battery terminal was contributing to the problem. Once tightened, the generator restartedbut the Battery Problem warning persisted.
  
  
  
  Our technician still proceeded with the scheduled visit to perform a full diagnostic check, ensure all systems were functioning properly, and explain that warning messages may take up to 18 hours to clear even after battery replacement or reset.
  
  
  
  We are grateful for Mr. ******* patience and his proactive efforts in troubleshooting. While we recognize that this has been a stressful series of events, we believe the current issue has now been fully diagnosed and resolved.We remain committed to supporting Mr. ****** going forward and ensuring his generator performs as expected during critical moments.
  
  
  Sincerely,
  
  
  
  The Canter Power Aftercare Team

  Customer Answer

  Date: 04/02/2025

   I am rejecting this response because: I agree that it seems that we have resolved the issues with my generator. However, there are misstatements in the response from Canter that should be cleared up before closing this case. 

  1. As stated, the annual maintenance was completed this past fall. However, the faulty oil pressure was not detected or repaired at that time. A few days after this service was performed, I noticed that there was oil visible all around the generator motor and dripping to the floor of the cabinet. I called Canter at that time to inform them of the issue and that my generator was essentially out of service. I called and emailed them several times with no response. As Hurricane ****** was approaching, I reached out to them again. The technician from Canter came out to repair my generator on the day before Hurricane ****** was scheduled to arrive in our area. The response and customer ********************** that I received in this instance was very poor, and was quite disappointing as it made an already stressful time even more so. Moreover, during that time, I would be on hold trying to reach Canter after care customer ********************** for up to an hour, bit when I called and selected the option for the ***************** my phone call was answered within 2 minutes. Additionally, the sales team was unable to connect me to anyone in the ********************* to assist me.

  2. The Canter response seems to indicate that someone from the company reached out to respond to my March 28, 2025 email on the following business day. This is not accurate. After, I did not receive a response to my email, I called Canter on Monday, 31 March 2025. I was on hold for 30 minutes before I was able to reach someone to discuss my generator problem.  Once again, as experienced in the fall, very poor customer ********************** when trying to report a generator problem.

  The consistent poor customer ********************** prompted this current report. As mentioned previously, it seems that my generator is working properly now. I sincerely hope that Canter will dedicate themselves to improving their service to existing customers going forward.

  Sincerely, 

  ***** ******

   
  
  

  
  

• Initial Complaint

  Date:03/18/2025

  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 an 18kwh whole home generator in September but it is still not connected. At first it was taking too long for an installer to come from ******* so Canter agreed I could find a local Generac installer (which I did) but then Canter threatened to cancel my warranty and monitoring on a brand new unit. That's half the value. But here sits my 85-year-old mother, with an inoperable generator sitting out back and no protection against power outages.

  

  Business Response

  Date: 04/01/2025

  Dear Ms. **************** style="box-sizing: inherit;">Thank you for the opportunity to respond to the complaint submitted by Mr. ****** *****.
  
  
  We sincerely apologize for the frustration Mr. ***** has experienced throughout his generator installation process. We understand how important this project was to him and his familyespecially with his elderly mother in the homeand regret that we were unable to complete the installation to his expectations.
  
  
  Due to challenges with scheduling and distance from our installation teams, we initially offered flexibility to allow Mr. ***** to use a local Generac-certified installer. However, in doing so, we were required to clarify that using an outside installer would affect Canter Powers ability to honor our monitoring and service warranties, as those services depend on our own certified installations and documentation standards.
  
  
  Recognizing the impact of that change, Mr. ***** requested a full refund.
  
  
  We agreed without hesitation and processed the full refund to his original form of payment.
  
  
  Our team is also working to close out the Synchrony financing account associated with this contract and has attempted to reach Mr. ***** for the necessary account information.
  
  
  At this point, we consider the matter resolved and the contract fully canceled.
  
  
  If Mr. ***** has any additional questions or concerns, we welcome him to reach out to us directly.
  
  
  Again, we regret the inconvenience and thank him for considering Canter Power Systems.
  
  
  Sincerely,
  The Canter Power Team

• Initial Complaint

  Date:03/17/2025

  Type:Customer Service Issues
  Status:

  ResolvedMore 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.

  Paid for Canter to monitor and service my Generac I purchased a couple of years ago through them. Twice I've lost power and had to manually go out and start the generator. Last night I called the number on their app due to a power outage and the generator not turning on, A Generac customer ********************** *** walked me through getting it started. He says it is not being monitored and has tried to start several times. It is giving an error code. I've been trying to reach ANYONE at Canter through email and their listed phone numbers all day. Zero response. WHAT AM I PAYING YOU FOR!?? Absolutely terrible customer ********************** after the sale. Buyer beware.

  

  Business Response

  Date: 04/01/2025

  Dear Mr. ******************* role="presentation" style="box-sizing: inherit; color: rgba(0, 0, 0, 0); white-space: pre; cursor: text; transform-origin: 0px 0px; position: absolute; font-family: *****-****, *****-Fractions, appleLogo, sans-serif; font-size: 15px; font-variant-ligatures: common-ligatures; text-align: center;">Thank you for taking the time to bring this matter to our attention. We deeply apologize for the
  frustration youve experienced and understand the importance of having reliable service for your
  Generac generator, especially during a power outage.
  
  
  After reviewing your complaint, we would like to provide some context regarding the situation:
  
  
  1. Remote Monitoring:
  
  Upon further investigation, we discovered that your generator was
  not enrolled in our remote monitoring service at the time of the incident.
  
  This is why the monitoring system did not function as expected. We regret any confusion regarding this
  and are committed to ensuring your generator receives the appropriate service moving
  forward. Remote monitoring isa available for an annual fee of $99.00. Weve sent you
  the invoice for this service if you would like to re-enroll.
  
  
  2. Communication Efforts: We have made several attempts to reach you, including phone
  calls, leaving voicemails, and sending emails. Unfortunately, we are not able to
  consistently connect with you. We genuinely want to resolve this matter and are still
  available to assist in any way we can. Please provide the best possible way to contact
  you.
  
  
  3. Service Offer: In an effort to resolve the situation, we offered to work directly with a
  local service provider to have your generator serviced. We are still open to coordinating
  this service, should you choose to move forward with it.
  
  
  We understand your frustration and are committed to ensuring that your generator receives the
  proper attention it requires. Please reach out directly to ****** ****, your dedicated customer
  advocate, at ******************** or ****************************************** ****** can
  discuss the next steps, arrange service, and ensure your system is serviced and properly enrolled
  in our monitoring service.
  
  
  Again, we apologize for the inconvenience this has caused. We look forward to your response
  and the opportunity to resolve this matter.
  
  ******* ******
  Canter Power Systems
  Director of Aftercare
  Office: *********************
  E-mail: ************************************************************
  
  
  

  Customer Answer

  Date: 04/01/2025

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

• Initial Complaint

  Date:03/07/2025

  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.

  In October 2024 we purchased a Generac Generator from Canter Systems. It was 3 steps in the process, and Electrical install portion was one of them. We have had several storms, and even freezes that has happened since then. However, on March 4th, there was clear weather with a gust of wind. Wires were down in our yard so we called Centerpoint immediately upon noticing. Centerpoint determined it was not their wires down. We were advised to call ATT, and we called the same night. ATT came over right away, and determined that it was not their wires, and that it was whoever installed our Generator. The guy from *** said that whoever installed the electrical portion of the Generator did a terrible job, and that we have **** ***** down so we were put in a dangerous situation. I immediately reached out to our former sales agent at Canter Systems to find out who they had install the Electrical portion of the Generator project. We received an email from The ****** company who was responsible for our electrical portion Generator install. ****** from the ****** Company emailed my husband March 5th, 2025 saying someone will contact my husband on March 6, 2025 regarding the issue. Someone by the name of ***** called my husband to schedule an appointment to assess the situation. They told us over the phone, and in person that they have had to replace several of their previous customers meter boxes, and poles that they installed this past week. March ****** The ****** Company came over, and explained that a Generator dependent wired pole was down in our yard that they installed, and decided to charge us ******* to replace the meter box that the pole was connected to, and to reinforce the pole that hung from the box. Being that the pole was not secured properly in the first place we need to be refunded for this. It seems as if they are half doing jobs, and trying to take advantage of senior citizens like ourselves in the process.

  

  Business Response

  Date: 03/14/2025

  Dear Ms. ************** you for forwarding Mr. ******** complaint. We appreciate the opportunity to address his concerns and clarify the situation.

   

  
  After reviewing the case with our installation partner, The ****** Company, we have confirmed the following details:

   

  
  1. The riser was installed as part of the project and properly secured.

   

  
  2. Extreme weather conditions, including ******************************************************** the area, including Mr. ******** riser.

   

  
  3. The ****** Company promptly responded to assess and repair the damage on March 7, 2025. During the visit, the technician spoke with Mr. ******** wife, who agreed that the damage was not due to faulty installation.

   

  
  4. The repair was completed at no additional cost to the customer.

   

  
  5. We understand how frustrating delays and unexpected issues can be, and we sincerely apologize for any inconvenience or stress this situation has caused Mr. ******* and his family. However, given that the damage was caused by extreme weatheran event beyond our controlwe are unable to issue a refund for the requested amount.
  

   

  Our commitment remains to providing quality service and standing behind our workmanship. We appreciate Mr. ******** patience as we worked to resolve this, and we hope that he is satisfied with the completed repairs.

   

  
  Please let us know if further clarification is needed.

   

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

  Customer Answer

  Date: 03/14/2025

   I am rejecting this response because:
  
  The information that Canter provided is inaccurate. Canter said that we were not charged by The ****** Company to reattach a pole, and wires that was not reinforced correctly the first time they installed it, and that was not true. When  The ****** Company arrived at our home   on March 7, 2025 they looked at the pole, and casing it was attached to, and charged us ******** to be exact to fix. I enclosed proof of payment with this rejection letter. Also, on March 4th 2025, when the pole fell, a quick ****** search clearly states that it was ***** mph winds on that day, not 75 mph winds. We are seeking a refund of ********. 

  

  Business Response

  Date: 03/18/2025

  Dear Ms. *********
  I found a typo in my earlier response to this complaint. Apparently, the ******** did indeed pay $1200 to the ****** Company to repair the utility riser. My original response incorrectly stated they did not pay anything to ******. The revised response is below:

  ------------------------------------------
  Thank you for forwarding Mr. ******** complaint. We appreciate the opportunity to address his concerns and clarify the situation.

  After reviewing the case with our installation partner, The ****** Company, we have confirmed the following details:

  • The riser was installed as part of the project and properly secured. ************
  • Extreme weather conditions, including 75 mph winds, caused damage to multiple installations in the area, including Mr. ******** riser. ************
  • The ****** Company promptly responded to assess and repair the damage on March 7, 2025. During the visit, the technician spoke with Mr. ******** wife, who agreed that the damage was not due to faulty installation. ************
  • The repair was completed a cost to the customer of $1200. ************

  We understand how frustrating delays and unexpected issues can be, and we sincerely apologize for any inconvenience or stress this situation has caused Mr. ******* and his family. However, given that the damage was caused by extreme weatheran event beyond our controlwe are unable to issue a refund for the requested amount.

  Our commitment remains to providing quality service and standing behind our workmanship. We appreciate Mr. ******** patience as we worked to resolve this, and we hope that he is satisfied with the completed repairs.

  Please let us know if further clarification is needed.

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

• Initial Complaint

  Date:03/06/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore 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 have a maintance agreement with Canter Power systems for my Generac generator purchased May 14, 2020. I purchased the generator based on the fact that I taught *** (owner) in H.S.. I wanted to help support a past student. The BBB was a A+. I recently experienced a power outage, the generator came on but it DID NOT charge my home. I called the *** and was told to leave a message and they would return my call. After waiting 4 days, I called again and was assured that I was being placed on high priority list to get the repairs done. I called yesterday, and was told it was to be scheduled by *****. I asked to talk to her and was not able to get in-touch with her. So I left yet another voice mail for her to contact me. Still No *********** should NOT take a week to respond to a maintance request when it has already been paid for. I now realize the business has been sold to another company and the new owner don't put the customers first. Both my wife and I are dependent on medical devices that run off ************************* and was the reason for the purchase of the generator. I hope that this complaint will register with the company to do the right thing and provide the service that is needed. I have noted that the *** has a standard rely to complaints. Please have them go the "extra mile" and contract me to get this problem resolved.

  

  Business Response

  Date: 03/07/2025

  Dear *** ******,

   

  
  Thank you for bringing your concern to our attention through the Better Business Bureau. We
  sincerely apologize for the frustration and inconvenience youve experienced with the service
  provided by Canter Power Systems. After reviewing your concerns, we are taking the following
  steps to resolve the issue promptly:

   

  
  1. Expedited Service Appointment: We understand that you made several attempts to
  contact the ******************** to report an issue with generator. We will prioritize
  sending a technician to your location as soon as possible to perform your repair. We are
  committed to servicing your generator on 3/17/2025.

   

  
  2. Improved Communication: We acknowledge the communication challenges you've
  experienced and sincerely apologize for the lack of follow-up after your initial service
  request. We will ensure that you receive regular updates on the status of your
  appointment, and that your concerns are addressed without further delay. Our Aftercare
  Manager, ******* ******, will contact you directly to notify you of the appointment date
  and time. ******* can be reached directly at ************.

   

  
  We are committed to resolving this matter. Your satisfaction is very important to us, and we
  apologize again for the inconvenience and poor customer ********************** youve experienced. Thank
  you for your patience, and for bringing this matter to our attention.

   

  
  Sincerely,
  ******* ******
  Canter Power Systems
  Director of Aftercare
  Office: *********************
  

  
  

  Customer Answer

  Date: 03/07/2025

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

  Customer Answer

  Date: 04/02/2025

   I am rejecting this response because:  

  *******,

  Thank you for being there for the consumers.

   

  The last complaint that was filed against Canter Power Systems [file#*******].  As you can see from your records Canter replied and promised to expedite the repair of my system.

   The following is the response that I received from Canter on 3-12-25 after the BBB got involved.

   

  Thank You for Choosing

  Canter Power Systems

  Hi **** ******,

  Your technician, **** ******, from Canter Power Systems is on their way to ***************************************************************************************. If you have any questions, please give our office a call at **************. Thank you!

   

  The tech. did a diagnostic on the system and found that the problem was attributed to a faulty wire from the generator to the power switch panel.  He indicated that a new wire needs to be installed and that it needed to be handled by the install group, and that I would be contacted as to when that would be.

  After a week and a half, I still had not heard anything from the company.  After additional phone calls I spoke with ****** and was told that she had already sent the work order over to install and they would be in touch with me. Crickets!!!

   

  On 3-25-25 I received the following email;

   

  From: ****** ***** <****************************************************************************************>
  Sent: Tuesday, March 25, 2025 2:48 PM
  To: **********************************************************
  Cc: Aftercareteam <******************************************************************************************************>
  Subject: update on electrical fix

   

  Good afternoon, I have spoken with **** at canter power systems and he let me know that our install team was not going to be able to get back out there in a timely manner to fix this issue so we have sent It to our repair team to have it sent to a partner in your area to have it fixed, once we have an update from the partner we will let you know that date and time they will be coming out to fix that for you.

  ****** ***** Aftercare Specialist
  	Cell: ************ **************************
  Home DepotService Provider of the Year

  I still havent heard from them to let me know when the repair will be made.

  It shouldnt take over a month to get my generator functional.

   

  Thank you for your time.

   

  **** M. ******, LAT,ATC

  NCATAHOF, SBOCHOF

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

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

  NCBATE Lic#  008

  NATA ******, BOC *********

  NPI **********

  Ph#************

  
  
  
  

  

  Business Response

  Date: 04/24/2025

  I am told that this complaint has resolved and the customer Mr. ****** is very happy with the service that he has received.
  
  
  The customer agreed to call ******* ****** directly if he has anymore problems as they are now on a first name basis!
  
  
  ??

  Customer Answer

  Date: 04/24/2025

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

• Initial Complaint

  Date:03/05/2025

  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.

  Will not honor Warrenty

  Customer Answer

  Date: 03/05/2025

  i purchased the generator from canter july 2024.  if failed december of 2024, i contacted them and was told to busy and would put on the list i emailed them multiple times in the last two months and no reply   i called today and got someone and was told no one wants to come my direction and i should just do it myself 

   

   

   

   

   

   

   

   

   

  Customer Answer

  Date: 03/05/2025

  i purchased the generator from canter july 2024.  if failed december of 2024, i contacted them and was told to busy and would put on the list i emailed them multiple times in the last two months and no reply   i called today and got someone and was told no one wants to come my direction and i should just do it myself 

   

   

   

   

   

   

   

   

   

  

  Business Response

  Date: 03/13/2025

  Dear Mr. ********** role="presentation" style="box-sizing: inherit; color: rgba(0, 0, 0, 0); white-space: pre; cursor: text; transform-origin: 0px 0px; position: absolute;">

   

  Thank you for reaching out to us through the Better Business Bureau. We genuinely appreciate 
  the opportunity to address your concerns and apologize for the delays youve experienced with 
  the repair of your battery and mobile link device. We understand how important this issue is to 
  you, and we are committed to resolving it as quickly as possible.

   

  
  After reviewing your complaint, we are taking the following immediate steps to ensure your 
  complete satisfaction:

   

  
  1. Expedited Service Appointment: We understand youve made several attempts to 
  coordinate repairs with our ********************* and we apologize for the delays youve 
  encountered. To prioritize your situation, we will ensure that a technician is sent to your 
  location to perform the necessary repairs during the week of March 17, 2025. We will do
  everything we can to expedite the process and minimize any further inconvenience.

   

  
  2. Improved Communication: We sincerely apologize for the lack of communication 
  you've experienced thus far. Moving forward, we will make it a priority to provide you 
  with regular updates on the status of your repair appointment. We understand the 
  importance of keeping you informed. To ensure this matter is closely monitored, 
  ******* ******, our Aftercare Manager, will personally oversee your case. He can be 
  reached directly at ************. If for any reason he is unavailable, please dont 
  hesitate to contact ******* ***** at ************ or via email at 
  ******************************************************************.

   

  
  We are committed to resolving this matter. Your satisfaction is very important to us, and we 
  apologize again for the inconvenience and poor customer ********************** youve experienced. Thank 
  you for your patience, and for bringing this matter to our attention.

   

  
  Sincerely,
  ******* ******
  Canter Power Systems
  Director of Aftercare
  Office: ************ ext. 156
  E-mail: ************************************************************

• Initial Complaint

  Date:02/04/2025

  Type:Order Issues
  Status:

  ResolvedMore 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.

  We purchased an extended service contract and even though we paid the fee on November 4, 2024, we have not been able to schedule the annual maintenance visit. We have called multiple times and can only leave a voicemail. To date, we have not received any response or call back. We simply want to schedule the annual maintenance check.

  

  Business Response

  Date: 02/06/2025

  Dear Ms. ******************** role="presentation" style="box-sizing: inherit; color: rgba(0, 0, 0, 0); white-space: pre; cursor: text; transform-origin: 0px 0px; position: absolute; font-family: *****-****, *****-Fractions, appleLogo, sans-serif; font-size: 15px; font-variant-ligatures: common-ligatures; text-align: center;">Thank you for bringing your concern to our attention through the Better Business Bureau. We
  sincerely apologize for the frustration and inconvenience youve experienced with the service
  provided by Canter Power Systems. After reviewing your concerns, we are taking the following
  steps to resolve the issue promptly:
  
  
  1. Expedited Service Appointment: We understand that you purchased a prepaid
  maintenance plan on November 4, 2024, and attempted to contact us to schedule your
  annual maintenance service. We will prioritize sending a technician to your location as
  soon as possible to perform your maintenance. We are committed to servicing your
  generator during the week of 2/17/2025.
  
  
  2. Improved Communication: We acknowledge the communication challenges you've
  experienced and sincerely apologize for the lack of follow-up after your initial service
  request. We will ensure that you receive regular updates on the status of your
  appointment, and that your concerns are addressed without further delay. Our Aftercare
  Manager, ******* ******, will contact you directly to notify you of the appointment date
  and time. The technician will also reach out in advance to confirm their arrival and when
  they are en route to your property. ******* can be reached directly at ************.
  
  
  3. Compensation for Inconvenience: In light of the difficulties you've encountered, we
  would like to offer you a 10% discount on your prepaid maintenance plan, which will be
  credited back to your original form of payment.
  
  
  We are committed to resolving this matter and ensuring your generator is fully operational. Your
  satisfaction is very important to us, and we apologize again for the inconvenience and poor
  customer ********************** youve experienced.
  
  
  Thank you for your patience, and for bringing this matter to our attention. We look forward to
  promptly resolving your service needs.
  
  
  Sincerely,
  **** *******
  Director of Marketing
  Canter Power Systems
  
  

  Customer Answer

  Date: 02/06/2025

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

• Initial Complaint

  Date:02/03/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore 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 have a prepaid annual maintenance plan for my generator and the last time it was serviced was December 2023. I called Canter the first week of January 2025 to try to schedule my maintenance and was simply told they couldnt schedule me at that time. I then called their aftercare department again on January 21st and January 28th, each time having a message taken and being told I would receive a call back by the end of the day. I left a voicemail with the aftercare department on January 31st, again being told by the automated voice this time that I would receive a call back by the end of the day. I have not heard back from Canter to even acknowledge me and my prepaid plan. My generator has gone without servicing despite having paid for it.

  

  Business Response

  Date: 02/06/2025

  Dear Mr. ******************* role="presentation" style="box-sizing: inherit; color: rgba(0, 0, 0, 0); white-space: pre; cursor: text; transform-origin: 0px 0px; position: absolute; font-family: *****-****, *****-Fractions, appleLogo, sans-serif; font-size: 15px; font-variant-ligatures: common-ligatures; text-align: center;">Thank you for bringing your concern to our attention through the Better Business Bureau. We
  sincerely apologize for the frustration and inconvenience youve experienced regarding the
  service of your generator. We understand the importance of timely maintenance, especially with
  a prepaid annual maintenance plan, and we regret that we have not met your expectations in this
  case.
  
  
  After reviewing your account and the details of your complaint, we are taking immediate steps to
  address the issue and ensure your satisfaction:
  
  
  1. Expedited Service Appointment: We understand that you purchased a 10-year prepaid
  maintenance plan and made several attempts to contact us to schedule your annual
  maintenance. We will prioritize sending a technician to your location to perform your
  maintenance. We are committing to servicing your generator during the week of
  2/10/2025.
  
  
  2. Improved Communication: We acknowledge the communication challenges you've
  experienced, and we sincerely apologize for the lack of follow-up after your initial
  service request. We will ensure that you receive regular updates on the status of your
  appointment, and that your concerns are addressed without further delay. Our Aftercare
  Manager, ******* ******, will contact you directly to notify you of the appointment
  date.
  
  The technician will also reach out in advance to notify you of their arrival time and
  when they are en route to your property. ******* can be reached directly at 743-433-
  9786.
  
  
  We are committed to resolving this matter and ensuring your generator is fully operational. Your
  satisfaction is very important to us, and we apologize again for the inconvenience and poor
  customer ********************** youve encountered.
  
  
  Thank you for your patience and for bringing this matter to our attention.
  
  
  Sincerely,
  
  **** *******
  Marketing Director
  Canter Power Systems
  ************

  Customer Answer

  Date: 02/06/2025

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

• Initial Complaint

  Date:01/31/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore 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 whole home generator from Canter Power Systems as my husband was on life support. Per their schedule, the equipment is due for regular maintenance. After multiple daily calls, I was finally scheduled for service on January *******. The tech did not show up and on Sunday, 1/26, he sent an email stating he would be at my home on Monday, 1/27/25. I was unavailable on Monday and was told the office would contact me to reschedule. As of Wednesday morning, 1/29/25 I had not received a call from them. I have called daily to reschedule the appointment and am met with "unusual call volume due to weather" and I will get a follow up call by the end of the day. I have not gotten a return call to schedule the maintenance on the equipment, which was paid for when the unit was purchased. I asked to be given the contact information for a manager to expedite resolution and was told "we don't have managers".

  

  Business Response

  Date: 02/06/2025

  Dear Ms. **************************** and foremost, I want to extend my sincerest apologies for the inconvenience and stress that we have caused during this process. I understand that your circumstances are urgent and sensitive, and you deserve better from us. I am truly sorry that we did not meet your expectations or our own standards of service.
  
  
  We fully acknowledge the seriousness of this situation, especially considering that you purchased your whole-home generator with the peace of mind that it would be properly maintained to meet your familys critical needs. The fact that you had to make multiple calls, experienced delays, and did not receive timely follow-ups is unacceptable, and for that, we are deeply sorry.
  
  
  The missed appointment on January 24th and the subsequent rescheduling issues should not have happened, and I understand how frustrating it must have been for you, especially given the lack of proactive communication from our team. We take full responsibility for this oversight.
  
  
  We have reviewed your case internally and identified the breakdowns in our scheduling and follow-up processes that contributed to this poor experience. As of now, we have prioritized rescheduling your maintenance, and you should be hearing from us today to confirm the appointment at your earliest convenience.
  
  
  We are also implementing corrective measures internally to ensure that this does not happen again, particularly for customers with sensitive or urgent needs. This includes better escalation processes, improved tracking of reschedules, and more proactive communication from our team to keep you informed at every step.
  
  
  We understand that no apology can undo the stress and inconvenience we have caused you, but please know that we are committed to making this right. If there is any additional support you need, please do not hesitate to let me know directly.
  Thank you for your patience and understanding, and again, we apologize for the difficulties youve faced.
  
  
  Sincerely,
  **** *******
  Director of Marketing
  Canter Power Systems

  Customer Answer

  Date: 02/06/2025

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

  I was contacted by Canter on 2/5 indicating the tech would contact me and my service would be scheduled for the week of February 10, 2025.  Assuming the service is completed by 5 pm on 2/14/25, I will accept the response by the vendor.

   

• Initial Complaint

  Date:01/03/2025

  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 ordered a 26KW Generac from Canter in August 2024 and today is Jan 3, 2025 and its still not connected and running. Regular contact with the coordinator at Canter has been frustrating with lame excuses for delays. The first delay was getting permits which Canter said could **** * weeks. Nonsense. I went to the city and found no permits were requested. Further, the city required a generator stand permit before any other permits could be processed, which I had to provide, since I had the stand built, at an additional permit cost of $300. The permit took two days to get. Then, the plumber came out to connect the gas but did not mention I would need a new regulator and upgraded meter to handle the long gas run and extra load, none of which Canter mentioned even though they knew the house load for **** when the contract was signed, as well as the long gas line run. Furthermore, Canter did not know the gas company serving the house, or their requirements for inspections before upgrading the meter.. When the first inspection failed, the plumbers came back out to install a new regulator, and Canter scheduled the start-up with the electricians, even though I advised them the meter had not been upgraded. The generator wouldnt run at start-up due to low gas pressure (surprise). Now, the meter cant be installed without an inspection, and the trench for the gas line and electrical has been covered up. We are now going to have to dig up the lines for the inspection, then get a new meter, a new inspection, and MAYBE the generator will finally be operational. Well see. Very poor coordination of the sub contractors and permitting/inspection process. I do not recommend Canter!!!!

  

  Business Response

  Date: 01/15/2025

  Dear *** ******,

   

  Thank you for taking the time to share your concerns. I sincerely apologize for the frustration and delays youve experienced during your generator installation process. This is not the experience we strive to provide our customers, and Id like to address the points youve raised to provide clarity on the progress and resolution of your project.

   

  Since your order in August 2024, several challenges have contributed to the delays, and while some were outside of our control, we fully acknowledge that better communication and coordination could have helped prevent some of the issues you faced. Heres where we stand:
  Permit Delays: While permitting timelines can vary by municipality, we regret any confusion regarding this process. Its clear we should have coordinated more effectively and communicated the requirements for the generator stand and permits upfront. I am sorry that this responsibility fell to you.
  Gas Line and Regulator Issues: We apologize for not identifying the need for a new regulator and upgraded meter sooner. Your point about knowing the *** load and the gas line run at the time of contract is valid, and we should have flagged this requirement earlier to prevent delays during the start-up phase. This was an oversight on our part.

   

  
  Inspection and Coordination Challenges: The misalignment between inspections, scheduling, and subcontractor coordination further delayed your project. We understand how frustrating it must have been to deal with these repeated setbacks, and we take full responsibility for not managing these processes more smoothly.

   

  
  The good news is that the upgraded gas meter has now been installed, and we are in the final stages of completing your project. Our team has already scheduled the generator start-up, and we are confident that the system will be fully operational in the coming week. *****, your coordinator, will keep you updated on the exact date to ensure you are informed every step of the way.

   

  
  We recognize that this experience did not meet your expectationsor our standardsand we are taking steps to improve our internal processes to prevent similar issues from happening in the future. Your feedback is incredibly valuable, and I will personally ensure our team learns from this.
  Please dont hesitate to reach out if you have any further questions or concerns. We are committed to seeing this through and ensuring your generator is functioning as intended.

   

  
  Thank you for your patience and understanding.

   

  
  Sincerely,
  **** *******
  Director of Marketing
  Canter Power Systems