ComplaintsforGenerator Power Solutions of New England, LLC

• Initial Complaint

  05/14/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  In February of 2021 I paid $5500 towards a generator, and was told I would pay the remainder when it was installed in a few months. I have called many times in the past 3 years. Left numerous voicemails. Sometimes a lady answered and I explained I paid for a generator that I never received. I kept being told someone would call me back. No one ever called me back.

• Initial Complaint

  04/17/2023

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  My husband and I gave a certified bank check to Generator Power Solutions of New England on October 6, 2022 for the deposit on a generator. We were told that due to shortages and Covid, that it would be a couple of months to get the generator delivered. The thought that it would be done prior to Christmas of 2022. Here we are in April 2023 and I have no generator. I have received so many different excuses as to why my generator is not ready to be installed. From the health of the owner, a certain part did not come with my generator from the company and it goes on. I have asked several times for our deposit to be returned to us. I have spoken with Michelle, their receptionist on several occasions about this. She said that all she can do is take a message and forward it to the owners. I have sent a registered letter with request for signature of person who received it, and there was no name printed nor date written on the return part from the post office stating that it had been delivered. I called and once again spoke with Michelle, and she said that she "was just a neighbor helping out and did not want to give her name. I have the signature, so I already know her name. I received a text with a smiley emoji from Donna **** ****** stating that it won't be long now on April 4th, 2023. She stated that a certain part was not delivered in our box with the generator and would have to be ordered. I am fed up with the stories and again asked for our money back. I requested a bank certified check as this is what we gave them. I said that I would pick it up at the place of business. I just now spoke with Donna, who was in yet another health crisis, and told that she would mail me a certified check once she was released from the hospital. She also told me that she would have a check for me the week of April 10th, I told her not to mail it I would come get it. Today Donna yelled at me via phone for telling her that a Nashua police officer would accompany me to pick up check.

• Initial Complaint

  11/18/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  On December 20, 2021 I mailed a deposit of $5500 to Generator Power Solutions to order and install a 14kW Kohler Home Standby Generator. I was told delivery was expected May/early June 2022. It is now November 17th and we have no generator. We began calling late June and was told generator not in yet, they would call us when it arrived. Month of July, we called, same story. August, we called, same story. September, no communication. We usually got answering machine and would leave a message for Donna, one of the owners. No call backs. My husband would go their office and leave message with woman at the desk. No luck. Finally on September 30th the woman told him Donna would call him back on October 3rd. No phone call and again no response to messages. I sent them an email on October 5th, no response. On October 7th I called Kohler and spoke with a customer service rep. She spoke with Donna and Donna assured her she was going to give me a call. No call. I called the Kohler rep again. She was going to give the information to her manager. After that, mid October, my husband went to the office again and Donna and her husband were there. He asked if they had the generator and if not we wanted our deposit back. They said they would give us the deposit back. Donna would call him to pick up the check. No call. Another visit to the office. More lip service each week. On Friday, November, 11th, Donna once again assured my husband he could pick up the check. He texted her that morning for a time. She texted back next week stating she was hospitalized. I texted her in response how disappointed we are about this whole situation and this is a terrible way to run a business. My husband has been in business for 40 years and would never treat customers like this. She has blocked my phone number and it appears my husband’s too. These people should not be in business. Hope you can help. Thank you.

  Business response

  11/28/2022

  Deposit has been returned. We had every intention of returning the deposit. We are shorthanded here and cancer has struck the heart of this business. So I apologize if we do not respond as quickly as people would like.

  Customer response

  12/03/2022

  Hi Becca,

  The deposit refund was in my mailbox today.  I cashed the check and all is good.  Thank you to you and the BBB!  This would not have happened without your help.  I will comment on the BBB website.

  Sincerely,

  ******
  

  Customer response

  12/03/2022

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID 18418306, and find that this resolution is satisfactory to me.
  
  Sincerely,
   ****** *******

• Initial Complaint

  10/24/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We contracted with Generator Power Solutions (GPS) - owner Patrick S****** - to buy and install a Generac home generator in July 2021. While we understand there are supply chain issues, it took one year (until July 2022) to receive the generator. During that time, trying to get updates from them was challenging. In early August 2022, GPS delivered and trenched for the generator and left us with a large hole in our property without any communication on when they would complete the installation. Many unreturned emails, voice mails and when they did respond, it was lacking any communication on when the project would be completed. In late August, GPS’s electric contractor (Ramon Electric) arrived to hook up the electric box switch. After completing the work, he informed us there would be a delay in the electric inspection as his MA license to perform business had expired. We finally had the inspection on October 20. We have tried to seek an understanding of the remaining steps to complete his contractual obligations and part of his response to us was “patience, patience, patience.” He then informed us that the plumber subcontractor he has used in the past is no longer permitted to work in MA and he is trying to find a replacement. All of these responses are via email despite my attempt to have a phone call and leaving voicemails for him. I want him to lay out the remaining steps and complete the project before the Winter precludes it and we end up with a trench property until the Spring 2023 thaw. He emailed on October 21, 2022 saying “his gas guy should be able to come to our house next week” but I have no idea who this person is or whether they are licensed to perform the work (like the Electrican). I need GPS to be responsive and professional or I will need to find a replacement for GPS and initiate a lawsuit against him for new-performance.

  Business response

  11/04/2022

  We have been very shorthanded and have been working with this customer to get all work accomplished. Electrical portion is completed. Gas is nearly completed just waiting on National Grid to upgrade meter which may not happen until January. Customer is now in much better frame of mind.

• Initial Complaint

  10/19/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Business installed a Generac generator last year. After installation, we were sold a year preventative maintenance contract at a price of $270.00. We have yet to receive this service. We have called at least three time to schedule this maintenance and only get a message they will get back to us. The generator was installed October 5th till 16. Needed a trench, electrician. Gas worker, and then inspection of job. The maintenance contract was signed on Oct 18, 2021 paid by a personal check #438.

  Business response

  11/04/2022

  Preventative maintenance was provided to customer on 10/31/2022. We had every intention to provide the service. We are shorthanded and things are taking longer than normal to perform. 

  Customer response

  11/07/2022

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID 18245022, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ****** ********

*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. ↩