ComplaintsforStorm Guardian Generator
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Complaint Details
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Initial Complaint
09/16/2024
- Complaint Type:
- Customer Service Issues
- Status:
- Unanswered
I purchased a Generac Whole House Generator from Storm Guardian Generators (SGG), a Generac dealership in Alvin, Texas. I was given SGG’s phone number by Generac Power Systems Inc’s find a local dealer near you. $18,000 included a generator cement pad, Generac generator, electrical wiring/ hookup, propane tank, & propane. September 9, 2021, I gave SGG check number 6233 in the amount of $7,342. May 2022 my Generac Whole Home Generator was installed & running. Yearly checkups occurred in 2023 and 2024. Friday June 7, SGG completed the second yearly oil, oil filter, air filter change, &unit check up. The Generac Whole House Generator had run a total 164 tests (13 – 27 hours) & less than 20 hours covering short electric outages from installation to July 8, 2024. From SGG yearly service call on June 7, to July 8, I received four (4) text messages from MOBILE LINK indicating the Generator was ready to run. With this ready to run information I had not touched the unit after the service call. Monday July 8, Hurricane Beryl hit Manvel. Around 8:30 am. Centerpoint electricity was cut off and the Generac generator started up. 9:05 am, the Generac Whole House Generator shut down. The generator’s computer board read that it was low on oil. There was a drop of oil at the very tip (bottom) of the dip stick, I added oil. The unit would not restart. I had no electricity for 50+ hours. The low oil pressure code and low oil could only happen if the engine is burning oil or their technician did not put enough oil in the engine. The generator had run for an hour with little oil. I want a new generator for the inconvenience & to guarantee the motor. The attachment has full complaint, misleading advertisements, and sequence of communications and events.Initial Complaint
07/01/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Unanswered
Storm Guardian Generator in Austin is a certified ******* dealer and installer responsible for repairs, maintenance, and extended warranties for ******* generators. I bought a 26kw ******* generator from ***** on 2/25/23, and ***** contracted Storm Guardian Generator as their third-party vendor for installation. After paying around $16,000, ***** handed the contract to Storm Guardian Generator to complete the installation, issue the extended warranty, and provide maintenance services. I contacted Isla from Storm Guardian Generator, who confirmed our eligibility for a 10-year extended warranty after installation. She assured us that they would handle future servicing and repairs. However, Storm Guardian Generator didn't fulfill their obligations, leading us to file a complaint with ***** due to damage caused to our sprinkler pipes. In response, Isla and her husband Jacob retaliated against us by denying us the services and warranty we agreed upon with Lowes. This violates our contract, jeopardizing the generator's functionality and the purpose of our purchase, which included a 10-year extended warranty. We are filing a complaint because Storm Guardian Generator refuses to repair the broken sprinkler pipes, forcing us to hire another company at our expense. They also falsely claim that ******* is responsible for the extended warranty, but ******* confirmed that it is the installer's responsibility. Isla and Jacob's unprofessional and unreliable behavior is not only concerning for us but also impacts others in the community relying on ******* generators for power security.Customer response
07/27/2023
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Customer Complaints Summary
2 total complaints in the last 3 years.
1 complaints closed in the last 12 months.