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:04/16/2025

  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 bought a WPRX3400 Pressure Washer in June 2023. Every winter I keep my pressure washer in my heated basement with my other power tools. I follow winterizing steps per the machine's manual, and flush water out of the hose and pump after every use. On 3/20/25, a crack appeared in the pump while I was using the washer, causing the machine to depressurize and leak. I filed a claim, as parts are covered two years after purchase. At the same time I filed claims for the hose and handle, which had sprung leaks and broken respectively that previous fall. While the hose and handle were covered, the pump replacement claim was denied, stating that cracks in the pump are only associated with freezing breakage. When I called customer service, I explained that I am very aware and cognizant of the importance of winterizing the machine which is why I follow their instructions every time it gets cold, and after every use. I asked why they didn't question the hose tearing due to freezing, and the tech said that that because this particular part was expensive (a "next step up" part), that they do not provide replacements. I pointed out that their warranty did not distinguish between inexpensive and expensive. The tech said his supervisors said this damage could only have occurrred due to freezing. I have had this machine for 1.5 years, and I take it inside with me and winterize it, and dispute the claim that this happened due to freezing. I am seeking a replacement of the part that costs about $75.

  Business Response

  Date: 04/17/2025

  
  Thank you for reaching out and sharing your experience.
  We want to first acknowledge and appreciate the care you've taken in maintaining and winterizing your pressure washer. Proper storage and winterization are important steps that help ensure the longevity and performance of the unit.
  While our technicians initially determined the damage to the pump was consistent with freezing-related breakage, we understand your concern and have reviewed the situation further. As a gesture of goodwill and commitment to customer satisfaction, we will be replacing the pump for you.
  An order for the replacement pump has already been placed, and you will receive an email with tracking information once it ships. There is no further action needed on your part at this time.
  Again, thank you for your feedback and for choosing Westinghouse. If you have any additional questions or concerns, please don’t hesitate to reach out.
  Sincerely,
  
  Westinghouse Outdoor Power Equipment

• Initial Complaint

  Date:03/13/2025

  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.

  we got the generator to work once. we needed to use in Sept. but it would not start. called westinghouse they said get the battery checked we did and it was no good, westinghouse was sending new battery they said 21 days. I waited call again in oct. and they said they were sending battery. got the new battery 10/16. generator still did not work. called again the said try propane, we tried propane it still did not work, they they said new spark plug. 4 months of do this do that and still not working. then before they give me a name of a repair shop i had to send them a copy of the invoice. 3 days later they gave me repair place. now they had generator for a month and just called today 3/12/25 saying it was the start button that was broken. 5 months of warranty for a start button. now with playing threw their hoops the gas has gone bad and clogged the carbonator. This is westinghouse fault. if they let me take to get repaired within the first month this would not have happened. now repair place is going to charge me 195.00 plus. i feel westinghouse should pay this and credit me 5 months of my warranty. name of repair place is ******* **** ***** ************* ****** ** ************ THEY WILL TELL YOU SAME THING I JUST DID. PLEASE CALL THEM AND PLEASE HELP. IM 70 YEARS OLD AND MONEY IS HARD TO COME BY, and i have copd and heart monitor i HAVE TO HAVE POWER 24/7 CASE # ** ******

  Business Response

  Date: 03/13/2025

  
  I am writing in response to the complaint regarding the customer's generator repair and warranty concerns. We sincerely regret the inconvenience and frustration they have experienced throughout this process.
  After reviewing the case, we acknowledge the delays in troubleshooting and obtaining the necessary repairs. To resolve this matter, we have contacted the service center and confirmed that we will cover the cost of the repair invoice. Our goal is always to ensure our customers receive the support they need in a timely and efficient manner.
  We appreciate the customer's patience and value their feedback, as it helps us improve our processes. Please let us know if any further details are required to close this matter.
  Best regards,

• Initial Complaint

  Date:03/11/2025

  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.

  Westinghouse is refusing to provide warranty service and parts for a faulty generator that was defective since the first moment that it was connected. Westinghouse it falsely claiming that the generator was improperly connected and that was connected 24/7 to a propane source when this is, in fact, false. I'm expecting Westinghouse to fulfil their warranty requirements by providing the faulty generator regulator and ship it to Yoshi Lawn Mower shop in ************ for warranty installation. Moreover, Westinghouse initially offered to ship the regulator directly to me and ask if I was comfortable with installation myself, proving even more ludicrous their subsequent claim. The service number is SC339212

  Business Response

  Date: 03/14/2025

  
  Thank you for bringing this matter to our attention. We take all customer concerns seriously and aim to handle each claim with the best course of action to ensure our customers receive the support they need.
  Regarding the issue raised with the faulty generator, we have proactively reached out to Yoshi Lawn Mower Shop and confirmed that we will be covering both the repair and the necessary parts for the unit. We are committed to ensuring this situation is resolved promptly and to the customer's satisfaction.
  We value our customers and strive to address their concerns with the highest level of service. Please rest assured that we are handling this claim with care and attention to detail to meet our warranty obligations.
  Thank you for your understanding. If you require any additional information or further updates, please dont hesitate to reach out.
  Best regards,

• Initial Complaint

  Date:02/10/2025

  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.

  Support Issue (claim ********) Support request: I bought a Westinghouse dual fuel generator model WGen3600DF. I filed the initial support request November 2024 (still like new). "Used 3 trips. Was running great and just stopped. Tried both propane and gas. Checked all troubleshooting. Just will not start." The only responses I've received was asked for the Bill of Sale (which I provided) and a support number. I have tried to reach them countless times and they just ignore my support requests. This is an expensive generator and I need it fixed. It is our only form of power at our remote family property. At this point, I have no confidence that Westinghouse knows how to repair the faulty generator they sold me and I would prefer they either give me a refund so I can buy from a company that supports their customers or replaces the faulty generator with a new one. As you can see from the attached photo, the generator is still like new.

  Business Response

  Date: 02/11/2025

  Hello,
  Our records show that you initially started your case on 10/14/2024, reporting that your unit was not working on gasoline or propane. At that time, we advised that the unit should be seen at a service center and provided you with several service center options in your area.
  You then reached out again on 02/09/2025, stating that you had not received any response in the past four months. In response, we directly forwarded our previous email with the service center information.
  As of 02/10/2025, we had not received a reply from you. To follow up, we attempted to contact you today (02/11/2025) and left a voicemail with next steps.
  Please let us know how you’d like to proceed for the repair of the machine. 
  

  Best regards,
  Westinghouse Support

• Initial Complaint

  Date:01/20/2025

  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 2 of the exact same generators one in July and one in August. The one purchased in august we left in the box until we needed it. The box was never opened. We opened it and was going to run propane only not gasoline. We started it and it would not stay running. We looked over the generator and found the top of the carburetor was damaged. We contacted customer support case number ******** and they said the carburetor has to replaced first and its not covered under warranty because its a maintenance part. How can it be caused by lack of maintenance if we Never Started it. It was new in the box. So we had no power and a generator that does not run right out of the BOX.

  Business Response

  Date: 01/21/2025

  Dear BBB,
  Since our last contact with the customer, we have provided an updated resolution. We informed the customer that the damaged parts will be shipped under warranty. Furthermore, we advised the customer to notify us if any issues persist, in which case we will send a replacement carburetor. The customer has expressed satisfaction with this resolution.
  Best regards,

  Customer Answer

  Date: 01/29/2025

  [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:01/19/2025

  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 a Westinghouse Wgen5300DF generator from ****** on 9/10/24. Upon delivery on 9/17/24 it was found that the L14-30 receptacle was not providing power when in the 120V setting. I contacted Westinghouse on 9/20/24 through their warranty phone number and email and filed a claim. After providing documentation, I was told to bring my unit for repair to "******** ******* ****** ** ********* **. I brought my (brand new never used) unit to the repair facility and dropped it off on 10/10/24. After contacting Imperial several times I was finally able to pickup my "repaired" unit on 11/20/24. I immediately started the generator to test upon arriving home, and found that not only was the L14-30 outlet still not functional, but my fuel lines had been mangled and sliced up from Imperial. I contacted Westinghouse Immediately after testing the generator to let them know it was not repaired and had been damaged while in Imperials possession. I requested a brand new unit. On 11/21 Westinghouse Approved a replacement unit. I boxed the first unit up and shipped it back. It took them until 12/26/24 to finally ship out my replacement. As soon as i received the email stating my replacement was shipped I noticed that not only did they send an openbox unit as a replacement, but they sent a whole different model than mine altogether, the unit they sent (Wgen5300CV) was only a single fuel unit. I contacted Westinghouse again and they admitted to their mistake and sent a return label for the second generator. Once it was received they stated they would approve my Brand new unit to be sent. On 1/6/25 The new and correct unit was sent out. a replacement brand new Wgen5300DF generator. The new unit arrived on 1/16/25 and the first opportunity i had i tested it on 1/18/24. I encountered the same exact issue as the first unit. No power to the L14-30 receptacle when set to 120V. I've tested with multiple Cables and a multi-meter. Case Numbers: ******** ********

  Business Response

  Date: 01/22/2025

  Thank you for providing detailed information about the challenges you’ve faced with your Westinghouse WGen5300DF generator. We sincerely regret the inconvenience and frustration this situation has caused. We also attempted to reach you via phone and email but did not receive a response.
  The message you provided when you called in on 1/18/25 stated:
  "The L14-30 was not providing power, and this third unit here is not getting power for the 120-volt setting. I have been dealing with this since mid-September, and I'm frustrated."
  In our response on 1/20/25, we stated:
  "If you have the switch turned to 120V, the 240V will not work. If you switch to 240V, the 120V will not work. If this is the case where the L14-30 is not working when you have the switch set to the 120V position, the receptacle will not work. We have attached a picture showing how that receptacle functions. This could be user error, so we kindly ask that you ensure the switch is set according to our illustration. Thank you.
  You cannot use the 120V and 240V settings at the same time.
  Could you please turn the switch to the 120V setting and test the power output again?
  Thank you for your cooperation, and we look forward to assisting you further.
  Best regards,

• Initial Complaint

  Date:01/13/2025

  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.

  BBB received complaint via mail transcribed. Ordered inverter generator for power entage (spelling?) . Used approx 8 months later generator fail to run beyond 2 hrs continuously . Notified ********** /Westinghouse- notified cased (word not legible) #********. Followed recommendation - sent to recommended repair shop.- Repair shop contacted Westinghouse to relay "same" problem/ Westinghouse stated generator would not run beyond ambient temp 104F NSO Extended warranty purchased at time.

  Business Response

  Date: 01/13/2025

  Thank you for reaching out to us. We take customer satisfaction and warranty compliance seriously and appreciate the opportunity to address your concerns.
  Upon review, we would like to clarify the situation:
  The iGen4500DFC generator is designed to operate in temperatures up to 104°F, as specified in the product manual, which we appreciate you reviewing. Our units undergo rigorous testing to ensure optimal performance before shipping.
  The overheating issue you experienced likely triggered the unit's safety mechanisms, which are designed to protect both the product and the user when operational conditions exceed the recommended limits, such as high temperatures or inadequate ventilation.
  Warranty Clarification:
  As outlined in our limited warranty, we offer repair or replacement for defective products, but our warranty does not cover refunds. In this instance, your replacement unit is functioning as intended.
  For further details on our warranty, we have provided a link to our warranty page below:
  *******************************
  Should you require further assistance, please feel free to contact us.
  Thank you for your understanding.
  Sincerely,

  Customer Answer

  Date: 01/21/2025

  I am rejecting this response because: I still feel that the Generator should operate continuously for more than 2 hrs under normal condition (in which it was) with appropriate ventilation, etc.....NO Where was this disclosed prior to purchase of this generator.  I feel MORE disclosure should be Forthcoming and READILY visible and emphasized to the customer prior to PURCHASE of the $1,000.00 equipment.  I definitely  have a NEW opinion and relationship toward owing any other Westinghouse product.

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

• Initial Complaint

  Date:12/28/2024

  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.

  Purchased this a Westinghouse WPX3600 Power washer. Had it about 1 month and the washer started making a funny noise upon us. After getting closer to inspect it part of the power washer exploded and blew apart. My right hand was partly injured in the explosion. Tried returning the product to where I purchased it from and I was refused. I just want a replacement power washer thats all

  Business Response

  Date: 12/30/2024

  Thank you for bringing this matter to our attention. We prioritize our customers' safety and satisfaction and take concerns like these very seriously.
  We spoke with the customer today about their issue with the *************************************************** Washer. To resolve the matter promptly, we have arranged to provide a replacement unit.
  If there are any additional concerns or if further assistance is needed, please do not hesitate to contact us.
  Thank you,

  Customer Answer

  Date: 01/10/2025

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  Complaint: 22741309
  
  I am rejecting this response because: I originally told i would get a replacement unit but in thr email communications they started giving me a hard time and refused to provide the unit. I Was rather being asked a serious of questions totally irrelevant because the narrative of the story given was discussed with the kind lady who called on the phone. I am yet to recieve any tracking or anything for the replacement 
  
  Regards,
  
  ***** *****

  Business Response

  Date: 01/13/2025

  Attention BBB,
  We have yet to hear back from the customer regarding the series of questions we sent, which are necessary for us to address and resolve their concerns.
  For your reference, I have included a copy of the last email sent to the customer outlining the required information.
  Thank you for your attention to this matter.
  Sincerely,

  Customer Answer

  Date: 01/13/2025

  Please be advised that we have answered there questions via a call with one of there representatives and we provideded the narrative that included the answer to these questions on that call as well. Per our lawyers advise we were advised not to answer anymore of there questions as they have what they need to issues a replacement . There were provided with the original sales transaction from online within the purchase portal and per our lawyer they should not require anything else . Anything further from them is a attempt to undermine our claim regarding the unit . We have advised that if we recieved a replacement we consider the matter settled. If not and if it is not addressed and settled through the BBB we will be filing a Federal Lawsuit ! This is why our attorneys have advised not to answer anymore of there questions. They have everything they need to provide a replacement . They have the order number and everything else . We are waiting for tracking from them or we are pursuing the matter further 

  Business Response

  Date: 01/17/2025

  We acknowledge and understand your position, including your statement that you will no longer be communicating with us directly. Please know that the matter remains open in our system, and we are still willing to review a replacement request once we receive the information previously requested.
  
  If we do not receive additional details, we will await contact from your attorney as indicated in your message.
  
  Should you wish to revisit the matter directly with us at any point, we remain open to assisting you in resolving this issue.
  
  Sincerely,
  
  Westinghouse Outdoor Power

  Customer Answer

  Date: 01/17/2025

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  Complaint: 22741309
  
  I am rejecting this response because: We have decided to file a Federal Lawsuit against the manufacturer for damages and injuries in this matter along with the hardships caused with trying to get a replacement. We have also contacted the ************************************** and forwarded the Manufacturers emails to them as well concerning them trying to force us to answer questions we already answered via phone. As they have been notified we will drop all legal matters and discontinue pursuing them should we recieve a replacement with tracking numbers which they have refused. Referencing us not answering questions as an excuse not to replace send a replacement. As the BBB can see in the business replies they have no intent of sending a replacement item as they mentioned because they would have done it by now. Not to mention they recieved the proof of purchase recently as asked for and still refuse to send a replacement.
  
  Regards,
  
  ***** *****

• Initial Complaint

  Date:12/27/2024

  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 generator from this brand on *******.com. When I received the unit and was setting it up according to the included manufacturer's instructions, motor oil started leaking everywhere. This is a biohazard. Then when I tried to turn it on, the unit would run for a few seconds and then turn off. I filed a claim under warranty with Westinghouse. Westinghouse had me take the unit to one of their service providers to inspect the unit. They are claiming that engine oil was never put into the machine, and therefore it is not covered under warranty and the engine is completely useless now because it is not pressurized. They are also claiming no leaks, but it leaked all over my driveway and all over the floor at an event. Multiple witnesses can back this up at the event! This seems to be an issue with the unit not accepting the motor oil. Since it leaked everywhere, the oil must have evaporated and that's why the inside is dry. Both Westinghouse and ******** are not honoring any part of the coverage, when it very clearly does not work. ******** is saying it's a preexisting condition with the unit, and Westinghouse is saying there is no preexisting condition and blaming it on user error, which it definitely was not.

  Business Response

  Date: 12/31/2024

  Thank you for forwarding the customer’s concern regarding their unit. We have carefully reviewed the case and conducted a thorough evaluation based on the findings from our service center.
  The unit was brought in with complaints that it would start and then die, and that it was leaking oil. Upon inspection, our service center found no visible signs of oil leakage, either externally or internally, after removing the case sides. The dipstick also showed no evidence of oil ever having been added to the unit.
  To investigate further, the service center filled the unit with oil and attempted to start it, but it failed to start. A compression test revealed only 10 PSI, indicating severe internal damage. These findings indicate the unit was operated without oil, which caused the motor to fail.
  Additionally, while the customer stated that the unit was brand new and unused, its physical condition did not align with this claim. Attached are photographs of the unit taken during the inspection.
  Given these findings, we have determined that the warranty is void due to improper use, specifically operating the unit without oil. We have included the email from the service center detailing their findings, as well as the pictures they provided. Additionally, a link to our warranty policy has provided below for your reference.
  Sincerely,

  Westinghouse

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

   

  Customer Answer

  Date: 01/03/2025

  I am rejecting this response because: we filled it with oil. When we filled it, oil leaked everywhere. We are not sure why there was a different result from the service center. The instructions were not clear for where to add motor oil. The instructions indicated that we needed to remove a panel with screws, however that did not align with how the unit was constructed. Instead there was a spout on the opposite side where the oil should have been added and there was no panel with screws to be removed. We added motor oil to this area where there is a dipstick. Using the included funnel, we added enough oil for the dipstick to show oil residue. However, the oil began leaking immediately. There was a gap between when we filled with oil and when we delivered to the service center because the generator did not need to be used. During that time, the oil evaporated or leaked. There are oil stains on my sidewalk as a result of the leaking. That is likely why the motor oil compartment appears empty. Again, we are not sure why the oil didn't leak when the service center put it in. Was it not supposed to go into the side compartment? Did they test using the top spout where the gasoline is supposed to go in? If not, then the manual was not clear or they included the wrong information in the manual. We are happy to demonstrate how we added the oil in and show it leaking everywhere. I can do this at the service center to show them and video tape if needed. 
  
  Regards,
  
  ***** ****

  Business Response

  Date: 01/06/2025

  Thank you for your response.
  We provide a Quick Start Guide along with the reading material, which we have attached for your reference. If you look at section 1, points a, b, c, and d, it walks you through the "Before Starting" process from beginning to end. This should provide clearer instructions on how to properly add the oil and other important setup steps.
  Additionally, our manual on page 15,16, 17 shows the oil access cover and where to fill the unit with oil. These instructions are clear for the customer to follow. We have also attached the manual for your information.
  Please review the guide and manual.

   

  Customer Answer

  Date: 01/10/2025

  I am rejecting this response because: this does not resolve my issue. The business also did not acknowlege my offer to demonstrate the leak at the service center to show that the report was not accurate. Based on the instructions provided we followed them exactly in the beginning and it still did not work. If they are so confident that their unit did not have a leak why not let me demo and record it? It appears like they are covering up a pre-existing condition to get out of sending a replacement.

  i am happy to post this publicly on my reviews on both ********** and ******* to show how uncooperative the customer service is. 
  

  one resolution i would accept is if weatinghouse coordinated with ******** to give me some sort of coverage through the insurance i purchased.

  
  Regards,
  
  ***** ****

• Initial Complaint

  Date:12/15/2024

  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.

  Serial ****************** Case Numbers: ********, ********, ********, ******** ******************************** Dual Fuel Portable Generator purchased on January 2, 2024. Despite repeated troubleshooting, part replacements, and significant time spent communicating with Westinghouse, generator has remained non-functional, and I have yet to receive any adequate resolution.Summary:Upon arrival in January 2024, the generator was non-functional due to a faulty battery. Despite being a brand-new unit, we were told by Westinghouse to have the battery tested. After confirming the battery was defective, Westinghouse sent a replacement. On October 13, 2024, when we attempted to use the generator due to a power outage, it malfunctioned again. The CO2 light flashed on and off, and the unit would not run. On October 25, we received a response it likely the CO2 module (Case # SC311948). Westinghouse gave us two options: to replace the part ourselves or to bring the generator to a service center. Unfortunately, the recommended service center was an hour away, and the generators size (350 lbs) made it impossible to transport in our vehicle. Westinghouse sent the part, which we received on October 30. After installing, it initially started then problem persisted. On November 14, 2024, after another power outage, the generator malfunctioned again. This time, it backfired and would not switch to gasoline, continuously shutting off while running on propane. We contacted Westinghouse, requesting the assistance of a technician. However, it wasnt until November 21 that we received a response. We requested either a replacement generator or a refund, but Westinghouse refused. We were told the issue might lie with the control module.On December 3, 2024, we received the replacement control module. This module did not match any of the parts in our generator. Requested a schematic, Westinghouse stated they could not provide one. Westinghouse continued to refuse a replacement unit or a refund.

  Business Response

  Date: 12/16/2024

  Hello,
  Thank you for your patience as we worked to resolve your ongoing generator issues. We have approved a replacement unit for you and are committed to ensuring this process is as smooth as possible.
  We have sent the Bill of Lading (BOL) along with instructions on how to return your unit to us through your case. Please follow the steps provided to arrange the return shipment.
  Kindly note that we will need to receive the unit back at our facility before we can ship the replacement generator to you. Once the return is confirmed, we will expedite the process to ensure minimal downtime for you.
  If you have any questions about the return process or require further assistance, please dont hesitate to reach out. We appreciate your understanding and are here to help every step of the way.
  Best regards

  Customer Answer

  Date: 12/16/2024

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  Complaint: 22689831
  
  I am rejecting this response because: 
  We purchased a brand-new generator nearly a year ago, but it has yet to function properly. Despite multiple requests for assistance, including asking for a service technician to repair the unit, we were informed that Westinghouse does not provide this service. We have replaced two components on the generator and attempted to replace a third, but the incorrect part was sent to us.
  In emails sent on November 14th, 18th, and 21st, I clearly provided possible solutions to resolve the issue, which included:
  A service technician to visit our home and repair the generator.
  A replacement generator, along with arrangements to remove the faulty unit.
  A full refund of $2551.34 for the defective generator.
  I repeatedly received responses instructing me to transport the 350+ pound generator to a service center nearly an hour away, despite my clear explanations that this was not feasible. On November 26, I received the following response from Westinghouse:
  We will not be sending anyone out to install parts. We do not offer that service. If you would like to contact a service center that is willing to come out and install the parts, you can do that however, we will not be able to cover the costs of travel time for the shop.
  I continued to request that the generator be picked up and replaced as all we wanted was a functioning generator as a back up power source. but on December 5th, I was met with the following responses:
  "Hello,
  Unfortunately, we do not process refunds being that we do not exchange funds with customers. In order for a unit to be replaced, it will need to be deemed unrepairable by a service center. If you are unable to locate the module, you do have the option of getting the unit to a service center to complete the repairs.
  Thank you,"
   Hello,
  I do understand your frustrations. We go up to a 50-mile radius to locate a service center. Unfortunately, the unit will need to be seen at a service center for diagnosis and or repair and we are unable to replace it. We do apologize.
  Thank you 
  After nearly a year of unsuccessful attempts to resolve this issue with Westinghouse, we were left with no choice but to have the generator removed and on December 8th we purchased a different brand of generator, as we require a reliable power source, especially with two very young children at home.
  It is truly disappointing that the situation has escalated to this point. While we appreciate that you are now offering a possible resolution, it is a solution we have already proposed multiple times. Given the significant amount of time and effort spent trying to get the generator to function and secure a response from your company, we are now formally requesting a full refund
  
  Regards,
  
  ******** ********

  Business Response

  Date: 12/17/2024

  Hello,
  I want to thank you for reaching out and giving us the opportunity to address your concerns. We deeply value your satisfaction, and we truly understand how frustrating it can be when things dont go as expected. Please know that we are committed to resolving this matter to the best of our ability.
  In reviewing your case, Id like to take a moment to clarify a few details about our warranty and the options available to you.
  While we do not offer in-home repair services, we work closely with service centers within a 50-mile radius to support our customers in need of repairs. Some service shops do offer pickup and delivery for an additional charge, but this is not covered under our warranty. It is the customer's responsibility to take the unit to and pick it up from the service center. Alternatively, some customers choose to replace parts themselves, which is another option that may be more convenient.
  After carefully reviewing the details of your situation, wed like to reassure you that, in line with our limited warranty, we have the discretion to repair or replace defective products. We understand that youve already replaced several parts and that this has been a source of frustration for you. In response, we are offering you a replacement unit, which we believe is the appropriate solution and fully in compliance with our warranty obligations.
  We regret that our warranty does not include refunds. However, it does ensure that defective products are either repaired or replaced, which is what we have arranged for you with the replacement generator.
  We have provided a link to our warranty for your reference: Portable_Generator_Warranty.pdf
  We genuinely appreciate your patience and understanding as we work to ensure that your experience with our products is as positive as possible. We sincerely regret any misunderstanding or inconvenience caused and hope this explanation addresses your concerns.
  Sincerely