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Complaint Details
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Initial Complaint
02/19/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
On 8/29/23 I gave the sales person from generator supercenter a check for a deposit on a generator for $7300.00 with the expectation that it should be about 8 weeks to get my new generator. In November I called Generator Supercenter to get an update on installation. They couldnt get me an update. On December 19, 2023 ***** from Generator Supercenter calls me to ask if I still wanted to go through with my purchase. I call her back to ask her why she is asking me this if *** already left a deposit. She says that a certain model is cancelled and that they are having to move customers up to my model. 6 months after leaving $7300.00 Im ready to opt out of this transaction. I was originally promised 2 months and its been 6. I called the Tyler branch and they said the most I could get back was $4,300.80. I understand that theres a cancellation fee but you cant keep peoples money indefinitely. I was made to feel like I would have this generator for the winter. The guy probably promised that to get the sale or maybe thats what he was told. Either way, 6 months is too long and I want my full deposit back.
Business response
04/26/2024
We were falling a little behind. But when he called to complain about the wait and threatening to cancel, it got brought up to my attention. I told the install team to get him installed. When we called to get him on the following week, he told us no and wanted to cancel. I tried reaching out to him at that time and did not get a response. But we did tell him if he were to cancel he would not receive the final 10%. And that is what he is complaining about. Per policy we are not able to refund him his full deposit.Initial Complaint
01/17/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
I have been waiting for 5 months to get a generator installed!!!!! The salesman said it would be installed 2nd week in November and never heard from anyone until we called a few weeks ago!!!! A lady named ****** was real rude and said we couldnt get our deposit back if we cancelled and blamed it on bad weather lol, which only just happened last few days. She hung up on me when I pressed her about getting my deposit back saying that we would not get it back!!!! Is this a total scam or what? It doesnt take 5 months to install a generator!!!! I have guys that said they hear this a lot about this company!!!Business response
02/09/2024
****************,
On your quote it states an estimated ***** weeks for your install. Every time it rains, that can delay installs which can delay everone in line.
We are just over 5 months which is 20 weeks and will be completing your generator intall today, 2/9/24.
I apologize for the slight delay but that is also why it states "estimated time frame only".
Please feel free to reach out to me directly via my cell phone at ************.
Best Regards,
*********************** - Generator Supercenter Corporate
Initial Complaint
08/02/2022
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
Monday 1 August 2022 I recently bought a 24 kw Generac propane fueled generator from the Generator Supercenter in Tyler, Texas for $11,700 not including the $1,200 for the installation of a propane gas line and relocation of the propane tank. The installation was completed on Friday 29 July. The generator was installed by Generator Supercenter. When the installation people finished they would not hook-up the WiFi. The people in the Generator Supercenter told me today they would not connect the WiFi and if I wanted to monitor my generator in my home I had to pay them several hundred dollars for the hardware and $50 a month to be able to access the data. They also told me it would be done thru a cell phone, but where I live the cell phone connection is very iffy and doesnt always work Only 1 bar most of the time.I think this is a form of blackmail in that they wont help me hook up the WiFi that comes with the generator and will not do anything to help me. They said they dont have anything to do with the WiFi and only thru Generac and yet they sold me the Generac and have Generac in big letters on the front of their store and on their installation trucks. I also believe it is probably not legal in Texas to sell something that comes with a product and not connect it. They are looking for the $50 a month.The information for my Generac is:1.Model G0072101 2.SN ********** 3.Prod ******** 4.Evolution 2 5.STA MAG ADDRESS 6.44:17:93:bf:cd:f8 7.SSIS MLG01204 8.http//192.168.51.1 I tried to connect to my cell phone but the panel in Generac says no internet service.My phone shows that both the WiFi from the house is available (in fact available another 200 feet or so past the generator. My cell phone also shows the MLG01204 is available. I tried installing Mobile Link and it doesnt work either.It seems to me that it is fraudulent for Generator Supercenter to refuse to help with the installation of the WiFi unless I pay them several hundred dolBusiness response
08/18/2022
In response to the complaint by Mr. *** about the WiFi.
This is a service provided by Generac and requires the use of the customers cell phone to download their app, register, and connect.
We do not allow our employees to obtain the pass code to the customers cell phone to do this. Mr. *** can contact Generac and pay them a fee for the use of the WiFi and they will absolutely walk Mr. *** through the set up process.
In lieu of the Generac offered WiFi program, we at Generator Supercenter offer our GenMonitor maintenance program which communicates via cell phone towers. We have found this to be a better/more dependable communication platform for monitoring the generator.
This program we offer is $39 a month and also includes the yearly maintenance that must be done on the generator.
This is 100% voluntary to sign up for and we would never tell a customer he is required sign up for it.
We are willing to do anything under our control but the WiFi is simply a product that Generac controls.
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4 total complaints in the last 3 years.
2 complaints closed in the last 12 months.