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:10/03/2023

  Type:Order 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.

  On 1/3/2023 we signed a contract for ********* to have ***************************** installed. We asked for time frame told 4-6 weeks today is 10/3/2023 and still don't have approval. In June we were told we need a Elevation Certificate with Benchmark had that done following day cost additional $825.00, and then was charged additional $845.00 for a 12in concrete slab original slab was 4 Inch never saw any credit when they took 4 inch slab back,. After that fiasco we had to get a second Evaluation certificate that was another $250.00. Still waiting for a finished approval. We don't get any answers when we call. We have a final payment to make of $4,598.00 which will bring our total cost to $3310.00. I feel this is way over the contract price and it's Hurricane Season and still working. I also don't feel we should shoulder all the additional cost. When you do speak with someone they try and placate you. I'm DONE

  Customer Answer

  Date: 10/03/2023

  I apologize When I submitted total cost of $3310.00 should have been $20,310.00.  Sorry for my mistake please correct total sum.  SORRY!

  Business Response

  Date: 10/18/2023

  Customer was Given instructions on how to obtain a Certificate of elevation required by his building department. Customer went out of procedure for the certificate of elevation that caused the customer to have another certificate of elevation created. This caused a significant delay with their project. We have turned everything into the building department and have been waiting on the building department for a few weeks. Customer has also filed a complaint with the building department which did an investigation and found that we are not at fault for the delay. This job is 100% complete we are just waiting on the building department to sign off on the certificate of elevation then we can call in the final inspection.

  Customer Answer

  Date: 10/23/2023

   
  Complaint: 20691364
  
  I am rejecting this response because    We were not told about Elevation Certificate till May immediately had Engineer come out on a Saturday.  That didnt meet the benchmark requirement.  So Generator Supercenter replaced 4 inch pad with 12 inch pad, then had to have Engineer return why wasn't this handled back when they originally came out to inspect site.   So this cost addnl $825.00 for first Engineer visit and addnl  $250.00 for 2nd visit.  Also cost us $845.00 replacement of pad with 12inch concrete.   We have complained to the Building Dept.  have been told that Generator Supercenter never has paperwork correct. We have never filled out any paperwork besides signing the contract so cannot  understand why it was on us for not following procedure.   I am very upset in a few days it will be 11mos since we signed contract have no approval and we don't know if it actually works.  I would never want another homeowner to go through this.

  
  Sincerely,
  
  ***********************

  Business Response

  Date: 11/07/2023

  Mr. and *****************, the building **** has been going back and forth with the surveying company to ensure the correct paperwork is turned in. It is completely out of our hands. That is why the building ****. Found no error or problems to be on our end. As soon as the building **** releases the certificate of elevation we can call in the final inspection and do the start up on your unit. Nobody wants to see your job completed more than we do. But you continue to accuse us of dragging our feet and we have nothing to do with the hold up. We finished everything on your job May 19th. We called the inspection in and the building **** would not approve it because the certificate of elevation that was created by a 3rd party was incorrect due to having the survey company set the benchmark and finalize the certificate of elevation the same day. We explained to you that the benchmark would have to be set to determine the height of your slab. After the slab was installed the surveying company would have to come back out and take pictures of the generator on the raised slab for the certificate of elevation. You had the survey company do both at the same time causing your certificate of elevation to be incorrect. Then we had to wait a few weeks for the survey company to come back out to create the correct document. Then after a few more weeks the building **** denied that one due to the surveying company putting the wrong map date of the document. The survey company then corrected it and turned it in. A few weeks later it was denied due to the ************** having the word Indian misspelled. So, we had to wait yet another time for the document to be recreated. We are now currently waiting again for the building **** to approve this one. As soon as they approve and release the certificate of elevation, we will immediately call in the inspection and start up your generator. Thank you for your understanding regarding this matter.

• Initial Complaint

  Date:08/17/2023

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a whole home generator and it was installed by the Generator Supercenter and ******** Gas. When I spoke with the initial installers I advised where the best place was to put the tank. I was advised I did not have to be there during installation. When no got home from work I found that they did not put the tank where I told them to put it, which is high ground on my property, but instead put it near the road which is the lowest part of my property. Therefore, the take is submerged in water all the time. I can not access to read gauge and one of your delivery drivers just came to fill my tank and can not because it is completely submerged in water. He tried to pump out but the water stays the same level. It hasnt rained in two days. This needs to be fixed so I can actually use the generator.