Complaints

• Initial Complaint

  09/05/2024

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  I wired $7,481.66 to AP Electric on 09/04/2024 for Kohler generator and transfer switch after being assured by ******* ******** over the phone on 09/03/20241 and 09/04/2024 that after receiving funds AP Electric will ship both generator and transfer switch within several days. The shipment was supposed to be free according to the company web site.When on 09/05/2024 I called to inquire about the shipment a different representative answered the phone and confirmed that the wire transfer was received. When I then asked about the shipment, I was told that AP Electric is out of generators, the generators will be received by AP Electric in 1-2 weeks and at this time can only ship the transfer switch via ***** for $50 (not free). I then asked for a realistic time range until generators will arrive to AP Electric and after significant waiting time was told that generator will arrive within 4-6 weeks.Further, ******* ******** told me on 09/04/2024 that there is no need for me to log in to my AP Electric account, after I received automated email from AP Electric without a password prompting me to log in and that I will receive a separate email with the order number *after* AP Electric receives the wire transfer on 09/05/2024. ******* told me that he created my account at which point I asked for the password and he provided it to me.There was no email with order information on 09/05/2024. I only found order number after logging into my account at AP ********************** have zero confidence that the waiting time of 4-6 weeks is realistic. I find it suspicious that ******* ******** didnt talk to me given that his estimate of when generator will be shipped was contradicted by the company representative.4-6 weeks waiting time before generator can be shipped is a significant time which, had I known it beforehand, I would not place this order. I strongly request that AP Electric finds a way to ship generator and transfer switch to me much sooner, preferably before 09/13/2024.

  Business response

  09/23/2024

   

  To All,

  AP Electric sold an incredible number of Kohler Model 26RCAs on September 10, 2024 during the last day of a Kohler sale that we were running.  AP Electric had additional shipments incoming that were delayed by our manufacturer on the Kohler 26 RCA model.  This was our problem, and we worked to fix the issue as quickly as possible.  We did get ****** Shimanavich's order shipped on September 10, 2024.  He received the order on September ******* on R&L PRO Number/BOL ********* (attached copy of BOL - Proof of delivery) at his ********** home.

  This issue was escalated, and we resolved it as quickly as we could.  Manufacturer delays do cause issues at times with manufactured goods.  AP Electric stocks $3,500,000 to $5,000,000 in generators in our warehouses but on rare occasions issues can happen with available inventory.  

  We apologized to ****** Shimanavich and did work with him to get this corrected as quicky as possible.

  Respectfully,

  ***** *******
  Chief Executive Officer
  AP Electric & Generators LLC
  *****************
  **************************
  ********************************
  ************ Mobile
  ********************
  
  

   

   

   

   

   

   

   

   

   

   

   

   

  Customer response

  09/23/2024

  [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 have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. 
  
  Regards,
  
  ****** ***********
  

• Initial Complaint

  04/03/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  The company sent a generator that was damaged and refuses to help with the issue of replacing it. Even if there is a 3 day insurance incase the there is damage that it unseen. I have spoken to them several times and they refuse to exchange. I have requested help with a claim with the carrier and they will not assist with that and told me they would deny the claim. I'm not sure how they would know that as they do not work for the carrier. I have contacted the owner and no response. I have cameras and it shows a inspection and the driver delivery, the only issue is that you could not see any damage until you actually broke the crate completely apart.. That requires time and tools. My electrician showed up and took the sides from the crate and the generator casing was apart, the rivets were pulled apart and we think it was dropped in transit at some point. When delivered we opened the box confirmed the other items were in there and the top and sides were fine, but when the crate bracing removed it was not fine, THIS IS UNSEEN DAMAGE... DO NOT BUY ANYTHING FROM ***** COMPANY. I will report to the State and the department of consumer affairs if they cannot come to a resolution. They offered to Sell me parts, Sell me parts? That's a complete new casing and who is gonna fix it? I do not know how ? I have to pay someone to repair something that was damaged in shipping? No ! They must get their rates increased if someone files a claim with the carrier and its paid.. The delivery driver also made a comment that the crate they used was a piece of junk..

  Business response

  04/25/2024

  *************************** bought a Kohler 20RCAL-200SELS (Order Number ******) from AP Electric on March 22, 2024 and shipped it on March 25, 2024. AP Electric shipped this order with a generator and battery via R&L Carriers a $2.0 B company with ****** trucks which was founded in 1965 that AP Electric has used or 20 plus years.  AP Electric uses 9 third party trucking companies to ship orders to our customers all over the US. AP Electric contracts with these independent carriers and each have their terms and conditions which are very strict regarding deliveries.  AP Electric has created terms and conditions that mirror the carriers terms and conditions regarding delivery to try to protect our customers and our company see attached Copy of Terms and Conditions from AP Electric and key paragraphs below for review.
  Inspect your shipment for damage. Refuse any shipment that is not in an acceptable condition. Contact us as soon as possible to report the refusal and we will ship you a replacement as soon as it is available. We are not responsible for damaged shipments. We inspect every shipment before it leaves our warehouse to ensure that the exterior packaging of the generators) is pristine (box and pallet). In the event you accept damaged merchandise, you incur all responsibility associated with repairing the damage as well as filing a claim with the delivering carrier to recoup any cost.
  
  Inspect your shipment for damage. If the shipment is not in an acceptable condition, you have 3 days from delivery to contact the delivery company to report the damage. Once the carrier has provided the next steps, contact us as soon as possible. We will work on the appropriate resolution which may include shipping a replacement item as soon as it is available or sending parts for repair. We are not responsible for damaged shipments. In the event you do not report damaged within the time frame, you incur all responsibility associated with repairing the damage as well as filing a claim with the delivering carrier to recoup any cost.
  
  Ms. Greys generator was delivered by R&L and received by ************************ husband and the generator was not in good condition from the pictures that were reviewed (the pallet was broken;the box as was a bit beat up and the generator was leaning in the pictures). The order was signed for Received in good condition no exceptions were listed see attached Delivery Receipt from R&L signed for by Mr. ****************** ******* Background - AP Electric was founded in 1998 and ships between 4000 and 8000 home standby generators year across ***************** to consumers, businesses,and electrical contractors.  We understand shipping and this is why we tell customers to inspect shipments for damage.  We have 4 notifications that remind customers to inspect shipments for damage
  See attached pink notification pasted on each generator shipped.
  See attached terms and conditions two locations state terms to check for damage.
  See attached notification sent when tracking information is sent for delivery to each of our clients.
  
  To this point,AP Electric has gone to Kohler ******* to discuss this damage to be considered Concealed Damage we have been refused see attached e-mail from *************************** Senior National Account Manager at Kohler.
  AP Electric has also contacted R&********** and has seen that *************************** has submitted a claim, but the R&L was waiting for pictures from her.
  We do not have further recourse at this point other than offering parts at cost to fix the generator or push the claim along from the carrier which we have done by contacting ******************* National Account Manager R&L Carriers.
  
  
  
  
  
  
  
  
  
  
  
  
  
  

• Initial Complaint

  02/01/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Resolved

  More info

  This company and their sales staff continue to lie about an A+ BBB rating. They also lie about Generators in stock and how long it will take for shipping The dozens of consumer complaints are explained by blaming customers for not thoroughly inspecting the deliveries. State attorneys General ought to be after these folks for fraud and continued deceptive business practices including bogus positive customer reviews.

  Business response

  02/02/2023

  AP Electric is not registered with the Better Business Bureau any longer due to administrative burden however we absolutely were an A+ BBB rating and believe the would still be the case if we were still a registered member. We do not lie and do not have the BBB rating listed on our website so my apologies to you if you were told inaccurate information by one of our employees. They understand the circumstances now. Also, we do not lie about how long it will take for shipments. During Covid and still to date, there are a few circumstances where there may be delays in shipments, but we advise our customers. As for complaints, *****% of our over ****** orders per year is very low and we also average about 99% accuracy on our shipping correctly, without damage and complete orders. 
  
  We do our best, but we know we are not perfect, although we try our best to strive for every order to be delivered without damage, be complete and accurate and received timely.
  

  Customer response

  02/02/2023

  [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 have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. 
  
  Regards,
  
  *********************

  Both management and sales staff have adequately dealt with my concerns. Dealings on my purchase from them are proceeding quite nicely.

  
  

• Initial Complaint

  10/08/2022

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  09/26/2022 paid $ *******USD, TO AP ********************************************* LLC For a in stock and deverlry date within two weeks from date stated, *********************** 9500Duel Fuel electric start portable generator with wireless remote start.As of todays date I have not receive word about date to expect delivery are answers to my emails and telephone calls. I wish a full refund and a posting on the BBB website the beware purchase from this this company. I Blame myself that I didnot read the reviews on this company otherwise I would have gone else were. Address:8401 ************************************************************** ********** TEL: ************ WEB SITE https://www.apelectric.com

  Business response

  10/13/2022

  I personally followed up with ******* on Tuesday, October 11 and apologized that he had an issue with our customer service not getting his answer to him regarding the expected ship date. We take pride in providing great customer service and this is unacceptable. I explained to ******* that his order is shipped directly from the manufacturer (90% of our orders ship from our warehouse) and that I would be happy to provide him a refund if the product has not shipped yet from the manufacturer and we can cancel his order. We have emailed and called the manufacturer, and are waiting for a response. We anticipate a response today and will take care of *******'s request to receive his full refund once we confirm it has not shipped and has been cancelled by the manufacturer.

  Customer response

  10/13/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  [Please type your response here.]
  
  Regards,I Emailed your office this morning my contact with *************,
  
  *****************************

  Business response

  10/13/2022

  We have contacted the customer by phone three times to provide updates and emailed them as well today to let them know that we have confirmed with ************ that the their order has not shipped so AP Electric immediately cancelled their order per customer's request. Credit will be back on customer's credit card within ***** hours. We also are addressing the issue customer brought up that he was not getting an answer on shipping date and I apologized to customer. We also are updating our website to reflect a more conservative delivery time frame since there has been a change to availability with this manufacturer.

  Customer response

  10/14/2022

  I have had contact with a *************, who claims not to be an employee of AP Electric & Generators, But that her husband was part owner, In our first conversation she said that her husband asked her to contact me. This was on the 10th she said she would contact ************* **** to see when they would ship the generator. THIS statement itself shows that AP Elc & Gen never had the generator in their hands as they stated when I made the purchase. I almost consider this to be frode. She said she would call me back on the 11th after she contacted ************. She didn't call me. Call her and she responded that she emailed ************ but has not received an answer yet. So she claimed she was going to call and would call me back the next day the 12th, again I received no call. OK I call her and ask for a refund of my money and she stated she had no problem with a refund but needed to be sure that the generator had not shipped. I reminded her that your husband company was to email me when the unit shipped. And 0f todays date I have not received any email, phone call etc. When I said that she was a little put out. I told her leaving me only three options (1) Contact the ****** of consumer affairs. (2) ********* ***** Atty ****** filed a complaint. and (3) hire atty and file a suit in her husband's company. that all this can be avoided if they would just refund my money. She then hung up. I then forward a text saying I was sorry if I upset her, I received no reply.

  Customer response

  10/14/2022

  [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 have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. 
  
  Regards,
  
  *****************************
  

• Initial Complaint

  09/21/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  This e-mail was sent on 9/21/2022 through their web site.I purchased a generator, hurricane pad and battery from you on 9/6/2022 for $ ********. My contractor is currently installing the generator and there in NO battery. I was with him on Saturday when we moved it into place. I spoke to an individual in your customer service who was NOT helpful - he basically stated it was shrinked wrapped to the top and it is my responsibility to work with the carrier. There was NO battery shrinked wrapped to the top - I just assumed it was tucked inside the unit. He was not helpful - Lousy customer service. I did reach out to R&L and they are looking into it - but have found no battery at this point. I have put a stop payment for $ 206 with Amex - this is the cost of picking up a battery. The status of order #****** is now Shipped Order Details Order Total: $7,277.91 USD Date Placed: Sep 06, 2022 Payment Method: Credit Card

  Business response

  10/11/2022

  **************** was refunded his $206.00 on 9/26/22 by ***************** We have proof on the Bill of Lading that the battery was shipped, delivered and signed for by ****************. AP Electric takes pride in our accuracy with shipping and do our best to communicate clearly and effectively how critical it is for our customers to NOT sign off on deliveries until they account for all items and also ensure there are no damages. Although we did in fact ship the battery that **************** claims he did not receive, we are now out $206.00. We hope that **************** will remove this complaint since he surely did receive the money that would cover him to purchase a battery.

*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. ↩