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:09/18/2024

  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.

  Purchased igen2550 duel fuel generator from ********** in December of 2023. Generator was started monthly as per Westinghouse instructions. In August 2024 this generator no longer started on gas and a claim was filed with Westinghouse on 8/11/2024. Last week, 4 1/2 weeks later, Westinghouse finally responded and now Im still waiting for repair authorization. I called tier 1 support today and there is nothing they can do I was told to continue to wait for a response. Because of the awful **************** Id like to be refunded my purchase price of $476.05. My claim number with Westinghouse is sc292929.

  Business Response

  Date: 09/19/2024

  Thank you for taking the time to speak with us today. The issue you're experiencing is likely due to residual gas left in the carburetor bowl. It's always a good practice to drain the float bowl when running on gasoline to ensure no residual gas remains, which can help avoid carburetor problems in the future.
  To assist you further, we have placed an order for a new carburetor. While this is usually not a warrantable part, we are making this exception to help resolve the issue and get your unit running smoothly again.
  Please let us know if you have any further questions or need assistance.
  Best regards,

  Customer Answer

  Date: 09/20/2024

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I accept the business's response to resolve this complaint.
  
  Regards,
  
  ***********************

• Initial Complaint

  Date:09/18/2024

  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.

  Thursday June 27th, 2024 • I purchased a Westinghouse Generator from Amazon for $703.35 w/tax • I purchased a 4 year warranty from Amazon for the generator which cost $93.99 -- Order number: ******************* -- Order date: 06/27/2024, 02:33 -- Disputed amount: 703.35 USD -- Payment type: Visa -- Account number: **61 -- Items in order: 1 of (Westinghouse 6600 Watt Dual Fuel Home Backup Portable Generator, Remote Electric Start, Transfer Switch Ready, RV Ready, CO Sensor) for 649.0 USD --Model Number: *********** --Serial Number *********** SUMMRY OF ISSUES • Generator first broke down before the 30-day guarantee. • 4 days after money back guarantee, it broke down again and I was refused a return on my money by Amazon and Westinghouse. • Warranty for Westinghouse kicked in yet NO help from Westinghouse. • Amazon’s Assurant warranty company will not fix telling me its on Westinghouse and they need to fix it. • 8/19 Westinghouse sent parts. We doubled checked our address. On 8/26 they arrived back at Westinghouse. • I have no idea whether the parts are even the problem anyways. As it broke down before and was told to put in a new spark plug by CSR. • Visa has been called and it has been 6+ weeks while they investigate. • Most parts on Westinghouse parts website are “out of stock” • Most small engine repair shop in my local area do not fix Westinghouse Outdoor equipment, ACME will, yet they said they can’t get parts from Westinghouse. • I have been told by numerous CSR’s that Westinghouse won’t pay for the repair at a small engine shop anyways. • 12 consumer complaint reports have been posted at the Attorney General’s Office. • The ******** Ohio Better Business Bureau Gives them an F rating with o 155 total complaints in the last 3 years. o 89 complaints closed in the last 12 months. Many of the complaints are about their generators. ATTACHED ARE FULL DETAILS

  Business Response

  Date: 09/19/2024

  
  Thank you for reaching out to us and providing detailed information about your experience with your Westinghouse generator. We sincerely apologize for the inconvenience you've faced and understand how frustrating this situation must be.
  To resolve this matter, we would like to offer you a replacement generator. We want to ensure that you receive a functional product that meets your needs. Please let us know your preferred shipping address, and we will arrange for the replacement to be sent out as soon as possible.
  We appreciate your patience and understanding as we work to make this right. If you have any further questions or need assistance, please don't hesitate to reach out.
  Best regards,

  Customer Answer

  Date: 09/25/2024

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  Complaint: ********
  
  I am rejecting this response because: I would prefer my money back as this product has been horrible to own and the experience I went through I would not want to repeat it. Also, the Westinghouse offer gives no indication for warranty's, shipping, what to do with the old product, etc. It just states they will replace it yet we don't know what that all entails.  I even purchased an extended warranty ($100) for this product and I am losing on that as well.
  
  Regards,
  
  **** ********

  Business Response

  Date: 09/30/2024

  If we proceed with replacing the unit, we will send out a prepaid label for you to return the unit to us, and we will ship the replacement right away.
  However, we noted that you mentioned contacting Visa to file a dispute with your credit card. We would like to obtain a status on this, as it may complicate our ability to reach a resolution until the dispute is resolved. 
  Thank you for your understanding, and we look forward to assisting you further.
  Best regards,

  Customer Answer

  Date: 10/02/2024

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  Complaint: ********
  
  I am rejecting this response because: We are still not assured that we will receive the Westinghouse 3 year manufacturing warranty on this new unit. Due to all the trouble we had with the first one and no help from Westinghouse to get it fixed, we do not want to take on this risk unless we are assured that the manufacturers warranty is in place. Also, it is our understanding that we cannot ship back the generator since it was used and their was gas/oil in it.

  We would prefer a full refund and/or assurance that the new unit is fully warrantied as was the first unit that had so many issues.
  

  As for VISA we contacted them first. They said that even though we purchased on Amazon, we would need to work it out with the manufacturer. We have tried this numerous times with no assistance so then we contacted BBB. In short, the VISA case is closed.
  
  Regards,
  
  **** ********

  Business Response

  Date: 10/02/2024

  We can proceed with a reimbursement. To move forward, we will need the following information:
  The email from Visa stating the investigation case was closed.
  A copy of your proof of purchase, showing your name as the purchaser, the seller’s address, and the condition in which the unit was sold.
  Once we have this information, we can proceed with the reimbursement. The unit will also need to be drained of all gasoline and oil and placed in a box. We will provide you with a prepaid FedEx label, and you can schedule a pickup for the unit. After it arrives back here, we will submit your refund to our accounting department.
  Thank you for your cooperation, and feel free to reach out with any questions!
  Best regards,

  Customer Answer

  Date: 10/02/2024

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I accept the business's response to resolve this complaint. As long as Fed Ex will pick up this product we are ready to go and we receive a check for the full amount. Thank you!
  

  Attached is the dialogue between Visa and us. They refunded our extended warranty but would not refund the generator as it was 3 days past the "30 day return policy". The unit was purchased brand new. ****** name is on the invoice.
  
  Thank you for working with us and reimbursing us. Its been a long journey and we are ready to put this behind us.
  
  **** * **** ********

• Initial Complaint

  Date:09/14/2024

  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.

  On August 20, 2024, I called Westinghouse customer service and opened a case: ******** because my generator: Model ********** that I purchased on April 14, 2024, is not starting. We followed all the manufacturer's instructions, but the generator still won't start. They told me they would call me in the next few days. 7 days later they still hadn't called, so I called customer service again who took my information again. On September 2, no one from Westinghouse had contacted us yet. So I went to their page and wrote them a message with my case number asking when they were going to contact us because we still have the problem and we urgently need the generator. On September 6th, we still hadn't heard back from anyone, so we emailed them at ********************* and received an automated email with a new case number: ********. I replied to that email with detailed information about the unit. Today is September 14th and we still haven't heard from them. The generator has a 3 year warranty and was purchased this year. We need support as soon as possible because we need the generator urgently.

  Business Response

  Date: 09/19/2024

  Thank you for reaching out and providing detailed information regarding your generator. I sincerely apologize for the delays you’ve experienced in receiving support, and I understand how frustrating this must be, especially given your urgent need for the generator.
  We appreciate your cooperation in working with us to locate a service center for your unit. Once the unit is diagnosed by the service center, they will contact us for any necessary parts, and we will expedite the process to get your generator back up and running as quickly as possible.
  Thank you again for your patience, and please feel free to reach out if you have any further questions.
  Best regards,

  Customer Answer

  Date: 09/27/2024

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  Complaint: ********
  
  I am rejecting this response because this issue hasn't been resolved. The service center that they assigned us to repair our generator hasn't touched the generator. We brought the generator on Friday, September 20th but they still haven't done anything with the generator. We still don't know why the generator is not starting. As today we are still without generator.
  
  Regards,
  
  ******* *********

  Business Response

  Date: 09/30/2024

  We spoke with Tenlittle Engines service center today, 9/30 and were informed that the customer picked up the unit on 9/28. The unit was tested at the time of pick-up to demonstrate that it was repaired and functioning properly.
  We would also like to note that this type of repair is typically not covered, as it was a maintenance-related issue. It’s important for the customer to adhere to the preventive maintenance schedule according to the user manual to ensure the unit continues to function properly.

  Customer Answer

  Date: 10/01/2024

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  Complaint: ********
  
  I am rejecting this response because this was not a problem of lack of maintenance as the company now wants to make out. We gave it proper maintenance and followed all the instructions in the user manual. The repair shop: Ten Little Engines, told us that they ran a compression test and the unit had no compression. They removed the rocker cover and found the exhaust rocker had come loose (fabrication error or damage during delivery?, no idea). They adjusted the exhaust and intake valvues and now the unit is working again. I want to make it clear here there is no mention in the user manual regarding the exhaust rocker as a part that the customer needs to do any maintenance. The generator is almost new.  I want to close this complain because the issue has been solved, the generator is now working. 
  
   
  Regards,
  
  ******* *********

  Business Response

  Date: 10/02/2024

  Thank you for your response. We wanted to clarify that the valve adjustment is indeed part of the regular maintenance for the unit. Please refer to page 18 of the user manual for the maintenance schedule and page 22 for specific information on valve specifications.
  Additionally, we want to confirm that the shop invoice did not fall on the customer; we will be covering the cost of the service. For your convenience, here is a link to the manual for reference: [Insert Manual Link].
  We're glad to hear that your unit is now back in working condition. If you have any further questions or concerns, feel free to reach out.
  Best regards,

  **********_manual_web.pdf ******************************

  Customer Answer

  Date: 10/03/2024

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I accept the business's response to resolve this complaint. However as a customer feedback, I would like to add that they should  have included this type of maintenance in their troubleshooting list as a potential problem to look at, in the maintenance part, write more information about when is that necessary and use less technical savvy language.
  
  Regards,
  
  ******* *********

• Initial Complaint

  Date:09/13/2024

  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 Westinghouse Generator, iGen5000DF Dual Fuel Inverter Generator, from ****** and it was delivered on 7/22/2024 for $863.92 We followed the start up directions exactly. It started and within a few seconds, started to back fire and shut down, and then would not restart. We followed the Directions in FAQs to troubleshoot, and nothing worked. We called Westinghouse for technical support and received no response. We filed a case with Westinghouse, #SC292874, and have received no response. I have called the customer service line several times, and I never receive a response. We ended up taking the machine to a certified westinghouse repair facility, which took several weeks to diagnose. This facility quoted the shortest time period to expect the repair, 2 months, all of the others quoted up to 6 months or longer. Completely unacceptable for a new, just out of the box piece of equipment. Now the service center, Anaheim Lawnmower Shop, ************, is waiting on Westinghouse to review and approve the case, and then send the parts. The power has gone out at my house twice since this happened and I have also had to incur expenses associated with reservations that I've made for camping that I couldn't go on because of this situation and the extreme heat we have experienced. I have NEVER received any action from all of the times I have been told my case would be escalated, both by email and over the phone, 7 times. I have never received a response from a supervisor or manager when I have requested it. At this point, I just want a new generator, that works.

  Business Response

  Date: 09/18/2024

  
  Thank you for reaching out and sharing your experience with your generator. I sincerely apologize for the inconvenience you've faced and understand how frustrating this situation must be, especially with the ongoing power issues and your camping plans.
  To assist you better, could you please provide us with a copy of your proof of purchase? This will help me come up with the best solution for you.
  Thank you for your cooperation, and I look forward to resolving this matter for you as quickly as possible.
  Best regards,

• Initial Complaint

  Date:09/13/2024

  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.

  We purchased a generator from Westinghouse through Lowes Home Improvement store on 7/6/24 picked it up on 7/10/24. This was a brand new unit. We unboxed it and it did not work from day one. We followed the instructions through customer service then took it to their authorized service center on 7/29/24. The service center has not been able to get the parts it needs to repair the unit from Westinghouse and the warranty states that repairs should be made in a reasonable time, not to exceed 30 days. It has been well over 30 days and I cannot get Westinghouse to respond. All I get is we will follow up with the service center or I get disconnected trying to call/sitting on hold.

  Business Response

  Date: 09/17/2024

  Thank you for speaking with us today regarding the issue with your unit. We will be replacing it. Weve spoken with the service center, and they are aware of the situation. Your unit will be shipped back to us, and the replacement will be sent directly to the service center soon. Once they receive it, they will contact you for pickup.
  Thank you for your patience.

  Customer Answer

  Date: 09/25/2024

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  Complaint: 22282429
  
  I am rejecting this response because: 

  Westinghouse stated they would send a new unit (this was on 9/17/24) after I have already waited over 2 months for this to be resolved and they still dont have an actual date to ship out a new unit.  All they can say is soon??  I paid for a product back in early July that I still have not had use of.

   

  
  
  Regards,
  
  ******** *****

• Initial Complaint

  Date:09/13/2024

  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 was told by Westinghouse tech that the *** Unit was the part I needed for my generator, so I ordered it in March 2024. I installed it, but that *** Unit did not solve the problem. I requested a refund and according to a Westinghouse email, the *** was refunded on 5/18/24. Again on 9/12/24 I was notified by email that the order has been refunded $23.51 to my credit card. I still do not see the refund in any of my credit card accounts. 4 months is way too long for a refund.

  Business Response

  Date: 09/19/2024

  Thank you for reaching out and sharing your concerns. I understand your frustration, and I sincerely apologize for the delay in processing your refund.
  According to our records, the refund was processed on 9/12. It is possible that your bank is still processing it. Processing times can vary depending on the bank. Ive attached a screenshot of the transaction history showing that the refund was issued to your original form of payment. Could you please double-check your credit card statements to ensure it hasnt been posted under a different transaction description?
  We appreciate your patience and will continue to assist you in getting this resolved.
  Best regards,

  Customer Answer

  Date: 09/21/2024

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I accept the business's response to resolve this complaint.
  
  Regards,
  
  ****** ******

• Initial Complaint

  Date:09/05/2024

  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.

  Make a wish purchase a generator for My special needs disabled son who lives on electricity he has a vent a trait a monitor a suction machine that needs to run on power they purchased it for me in June 2023 I did not use it last year but I use it this year 2024 first I found out I did not have a charger for the battery I went and purchased another battery I go out every 2 weeks and try to crank it to make sure that it runs good and I went out about 3-4 weeks ago and I tried to start it and it wouldn't start I called the number on the side which was ************ and they say you have to leave your name in someone would call you a technician will call you back a technician never called me and I called three different times on the third phone call the gentleman tells me that because I didn't purchase it but make a wish did for my special needs disabled son The warranty was only good for 1 year not 3 years which is clearly on the generator and I wasn't told that and I don't think anybody would know that so now I have to try to find someone to fix the generator out of my pocket even though it says it's covered for 3 years and he also informed me that they don't send technicians out to your home so how do you get it fixed even if they were going to honor the 3 years warranty My case number for them is SC ******. I need for them to honor their warranty that they stapled on the generator and fix this I don't have the money to fix this and my baby's life hangs in the balance cuz I live in ******* and if a hurricane comes or the lights go out then I got to call 911 and hope they get here before he dies. I just spoke to two people who say the same thing they would pay for the parts but they wouldn't pay for the labor if I had the money to pay for all this make a wish would never have purchased it for me it's a 3-year warranty which means they should do all of this and they're refusing they'll pay for the parts but not for the labor

  Customer Answer

  Date: 09/04/2024

  I spoke with Westinghouse the other day and they want me to ship the big generator that does your whole house back to them to be fixed and I don't think that's fair because I had to pay for an electrician because it runs my whole house I had to pay for the propane people to come and disconnect the propane I have to pay someone to remove the casing that someone built for me to make sure that it's safe and no one takes it All of this is an expense to me just because make a wish bought a generator that will help sustain his life for my special needs disabled son. I think they should do one or two things as a send a technician to my home because I should be able to be guaranteed the labor and the parts for 3 years rather than the one year that they wanted to offer me because make a wish purchased it for me or this suggested there were several places that I could take it to and pay for and they pay for the parts why not have that company come to my home look at the generator fixture generator because I live in ******* hurricanes come all the time blackouts and that's why make a wish purchase it for my home so that my baby would be safe because he lives on electricity so I'm letting you know what they offered me I'm not happy with it Westinghouse needs to be forced to do the right thing. Cuz it's not feasible to have me do all this then they'll come and pick it up and take it I think to *****

  Business Response

  Date: 09/06/2024

  Dear BBB,
  We spoke with Ms. ****** ****** ***** on 8/28/24 and reached an agreement with her regarding the matter. Please see the details below.
  If you need further information or documentation, feel free to reach out.
  Thank you,

   

  Hi ******,
  
  We have attached a prepaid Bill of Lading (BOL) label, along with detailed instructions on how to return the unit to us. Please follow these steps to ship the unit back to Westinghouse for repairs:
  
  1. Prepare the Unit:
  
  o Drain all gas and oil from the unit.
  o Place the unit on a pallet.
  o Use twine to secure the unit to the pallet.
  2. Schedule the Pickup:
  
  o Visit ********************************************************** to schedule the pickup for your unit.
  o Our destination city and zip code are *******************
  o On the day of pickup, ensure you have printed out the attached BOL to give to the driver.
  
  Upon completion of the repairs, we will promptly ship the unit back to you.
  
  If you need any assistance with scheduling or have further questions, please dont hesitate to reach out.
  
  Best regards,

   

• Initial Complaint

  Date:08/30/2024

  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.

  Please refer to enclosed documentation for all the details. Since that letter the unit they sent has failed miserably, rendering it inoperable once again. It's been 3 weeks since I let them know. I've emailed 4 times, called at least every other day and I can't get a response. They did tell me I had to have it diagnosed, but at my expense. Nowhere in my warranty does it say that. I really just want this issue resolved and to be done with westinghouse.

  Business Response

  Date: 09/04/2024

  Dear BBB,
  Thank you for bringing this matter to our attention. In good faith and in an effort to assist the customer, we have previously replaced the unit for them on three separate occasions. However, after thoroughly reviewing the details of their case, particularly concerning the repeated replacement of the unit and its use as a primary power source, we must address the following points.
  Our warranty terms clearly state that our generators are not recommended for nor warranted for use as a Prime Power source, meaning they should not be used as the primary source of power in place of utility power. This is explicitly outlined in our warranty under the section titled "Non-Warrantable Applications." Despite this, we have replaced the unit multiple times as a goodwill gesture.
  Additionally, we noted that the unit had accumulated 400 hours of usage as of October 23, despite being purchased only three months prior. This excessive use likely contributed to the current issues, which appear to stem from a lack of proper maintenance, specifically the failure to adjust the valves, which is crucial for the generator's performance. As indicated in our warranty, failures due to improper maintenance or neglect are not covered.
  While we understand the customer's situation, the warranty does not apply to the circumstances outlined, including the use of the generator as a primary power source and the lack of necessary maintenance. Furthermore, our records indicate that this unit has exceeded the terms and conditions of our warranty coverage.
  Given these considerations, we must respectfully decline further warranty coverage for this unit. However, we remain committed to assisting the customer with service options that may help resolve their current issues outside of warranty coverage.
  For your reference, we have attached our warranty for your information.
  Thank you for your understanding. Please feel free to contact us if you have any further questions or require additional information.
  Best regards,

  Customer Answer

  Date: 09/16/2024

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  Complaint: 22221856
  
  I am rejecting this response because: 
  Dear BBB,

  After reviewing the response from the business, there are certain points and multiple discrepancies that I must address.

  They stated that they have previously replaced the generator on 3 seperate occasions. This is incorrect. They have only replaced it twice, with an open box model both times. I didn't purchase an open box model originally, I paid over $500 for a brand new one.

  They're claiming that we use the unit as primary power. This is also incorrect. The unit that they refer to with the "excessive" amount of hours isn't even the unit in question. They are referring to the original generator, purchased July 2023, and replaced in October 2023 with no mention to me of said issues. Sirs, 400 hours is only 16 days. 16 days out of 3 months is not anywhere near "primary". Also, I maintain that I have rigorously adhered to the recommended maintenance schedule with every unit, as such is my responsibility as the consumer.

  But I digress. I'd like to speak on the ACTUAL UNIT in question, the one I have sitting in my shed at this very moment, broke down, busted and disgusted.

  They claim lack of valve clearance maintenance on my part, however THIS unit, replaced by them in April 2024, hasn't reached the recommended 6 mos/ nor amassed anywhere near the 100 hours. Furthermore, if you would like to refer to their warranty, under the section titled "Owner's Warranty Responsibilities", they state "Westinghouse Outdoor Power Equipment, LLC cannot deny warranty solely for the failure to ensure the performance of all scheduled maintenance". 

  Finally, they state that this unit has exceeded the terms and conditions of warranty coverage. I fail to understand how, seeing as how the unit wasn't put into use until April 2024. Even so, if you would once again refer to their warranty, the terms clearly state that replacements/ replacement parts will be covered (2-3) years from date of purchase. 

  Thank you for your time and attention to this matter. I look forward to hearing back from you and working together to find a resolution.

  
  

  Respectfully,

  *** ******

  
  

  
  
  

  Business Response

  Date: 09/18/2024

  Per your statement sent on 10/23/23, you mentioned using your unit to power a small camper, with 400 hours of operation. As noted in our manual, it is necessary to inspect and adjust the valve clearance every 100 hours or every 6 months of use. Based on this, the valves should have been adjusted four times during the period youve owned the unit.
  Unfortunately, due to the valves not being adjusted, the engine has suffered damage, leading to the issues youve described. This lack of regular maintenance, as outlined in our manual, is what caused the engine to seize or blow on both occasions.
  Given these considerations, we must respectfully decline further warranty coverage for this unit. However, we are committed to assisting you with service options that may help resolve the issues outside of the warranty coverage.
  For your reference, we have attached a copy of the manual and your previous email for review. Please feel free to reach out if you have any further questions or need additional information.
  Best regards,

  WGen5300cv_manual_EN_SP_FR_web.pdf

  Customer Answer

  Date: 09/23/2024

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  Complaint: 22221856
  
  I am rejecting this because:

  One of the advertising points, on the website and in the manual, and the main reason i went with this generator is that it is RV ready. It even comes with a 30amp plug in. So yes i did run a small camper but it and the fan or a light or two were FAR, FAR below the max wattage. And as I stated earlier, I don't think 16 days out of three months is excessive. 

  And i apologize for not having pictures taken of me performing all recommended maintenance. But i do maintain that i religiously followed the maintenance schedule referenced in my manual. Spending that much money on something, you expect it to last a long time. And i know you have to take care of things to achieve that. And i did. I took care of it. The engine failure is not on me, its on Westinghouse. Maybe its just this particular model, I dont know. 

  All i know is that i spent almost $600 on this piece of equipment a little over a year ago, and now i have nothing to show for it.
  Regards,
  
  *** ******

  Business Response

  Date: 09/27/2024

  We recommend that the customer have the unit diagnosed by a small engine shop to get a clearer understanding of the issue. This will help determine exactly what is wrong and whether the unit can be repaired. While the unit may not qualify for warranty coverage, we can still assist you with troubleshooting steps, provide a list of nearby service centers, and direct you to our parts website for any needed components. We have provided the links below.
  Please let us know how youd like to proceed, and we will be happy to assist further.

  Find A ************** | Westinghouse Outdoor Equipment (**************************)

  Westinghouse Parts (*****************************)

• Initial Complaint

  Date:08/28/2024

  Type:Product 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 Westinghouse WPX3800 Pressure washer through ****** on 10-14-2023 for $772.74. I stored the brand new pressure washer (still in the unopened box) in my heated/attached garage until the first use in ******. I have owned/operated the same ******* pressure washer for the last 20 years so Im very familiar how to operate a pressure washer. I assembled it according to the directions and added the fluids. After trying to start it for over a hour the first time, I just assumed because it was new. Once it finally started, I would have to have the trigger engaged on the wand in order for it not to stall. Every time I would stop the pressure on the wand, It would stall and it would take another ***** pulls for it to start again. I contacted ****** and told them about the issue. They said it was too late for me to return the product to them And for me to reach out to Westinghouse for the manufacturers warranty. After months of numerous phone calls, emails and Me supplying a video to Westinghouse of the issue along with several emails of proof of purchased from ******. Weeks/months would go buy With no Responses from Westinghouse. I spoke with a customer service representative. Every time I called and they would have to put a ticket in to have somebody call me back. Nobody ever calls. I spoke with a customer service representative named ***** a couple months ago and he said that he got approval from the manager to have the unit refunded as long as I would send proof of purchase and the unit back to them with no liquids in it. they sent me out a ***** label with instructions. I emptied the unit of all fluids and return it to Westinghouse via ***** on 8-9-2024.Since then I have emailed and called numerous times to debt the refund and I just spoke to a one today who assured me that I would not be receiving a refund or replacement unit without proof of purchase/invoice,which I have sent them through email 10 times. So now they have the unit and my $800.Please help

  Business Response

  Date: 08/29/2024

  Dear Better Business Bureau,
  I am writing to inform you that we have successfully resolved the matter directly with the customer. After reaching out to the customer, we were able to arrive at a mutually satisfactory solution, and the issue has been fully addressed.
  Thank you for your attention to this matter.
  Sincerely,

  Westinghouse Support 

  Customer Answer

  Date: 09/08/2024

  After almost 6 months, numerous emails/phone calls to Westinghouse customer service/management, I finally received a call from one of the supervisors stating that they saw I made a BBB complaint and they would be issuing me a refund for the pressure washer since I followed their request, (months ago), and returned the pressure washer to them as well as Proof of purchase. They said it would take 13 weeks to receive the refund in the mail. I will update the BBB when I receive the check. Thank you for your prompt response! I would not have been able to get this resolved without you!

• Initial Complaint

  Date:08/28/2024

  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.

  8/17/2024 order 7922 for a 12V1 4Ah 10Hr replacement battery for a generator. Received wrong battery. No response from attempts to contact on website or via email. No phone number listed on site. Called several numbers and was told no one can help must be done online. Paid $22.36 + tax and shipping totaling $34.80. No response to attempts to contact so no resolution.

  Business Response

  Date: 08/28/2024

  Thank you for speaking with us today. We’re sorry to hear that you received the wrong battery, and we apologize for the inconvenience.
  We have placed a new order for the correct battery, and it will be shipped to you shortly.
  Thank you for your understanding.

  Customer Answer

  Date: 09/09/2024

  I accept the business's response to resolve this complaint.
  
  Regards,
  
  ***** ******