ComplaintsforFirman Power Equipment, Inc
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Complaint Details
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Initial Complaint
11/18/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
I purchased Firman 3400 on 10/2/24 from Lowes and it worked at first but now it does not hold a charge. I also purchased 9400 on 10/9/24 both units were brand new in the box. I have spent so much time and money trying to repair two brand-new generators. I called Firman and they said that I would have to pay for the parts, but why should I keep two units that do not work. I called ****** but they said that I cannot bring them back. I call the manufacturer and they do not want to take them back and give me my money back.Business response
11/19/2024
After reviewing the customer phone calls, This customer did not purchase the unit from an authorized retailer. This customer also did not register the warranty within ten days of purchase with a valid receipt. This customer purchased the unit second hand from a private seller on *********Customer used cash app to purchase from the reseller on ******** customer will not be able to obtain a valid receipt for a warranty. The customer's first phone call customer was instructed step by step to register the warranty and was set to receive a *** once the receipt was provided during the troubleshooting process. Customers warranty registration was never received warranty services were not provided. Customer mentions 2 units but can only provide a single serial number and is still unable to provide a valid receipt for either unit.Initial Complaint
11/16/2024
- Complaint Type:
- Customer Service Issues
- Status:
- Answered
As with so many others, ****** will Ky honor our warranty. Two generators and an extended warranty wont even help them to make this right. I want my money back since Firman not Lowes will honor the warranty or extended warranties on these. Still under warranty now!! Garbage equipment and customer service.Business response
11/19/2024
We will be replacing the customers generator under warranty.Initial Complaint
10/17/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
Bought a generater at ***** that will not start, brought it back to lowes they told me no returns or refunds have to call the company who makes the unit which is firman power equipment called multiple times as well as sent messages they tell me i have to bring it back to lowes they refuse to take it backBusiness response
10/25/2024
We do not offer refunds: Our warranty states:
FIRMAN warrants to the original purchaser that the mechanical and electrical components will be free of
defects in material and workmanship for a period of one (1) year (parts and labor) and 4 years (parts
and technical support) from the original date of purchase 90 days [parts and labor] and 180 days [parts]
for commercial & industrial use. Transportation charges on product submitted for repair or replacement
under this warranty are the sole responsibility of the purchaser. This warranty only applies to the original
purchaser and is not transferable.Contact the FIRMAN customer service and ********************** will troubleshoot any issue via phone or e-mail
If the problem is not corrected by this method, FIRMAN will, at its option, authorize evaluation,
repair or replacement of the defective part or component at a FIRMAN *************** FIRMAN
will provide you with a case number for warranty service. Please keep it for future reference.
Repairs or replacements without prior authorization, or at an unauthorized repair facility, will
not be covered by this warranty.Initial Complaint
10/08/2024
- Complaint Type:
- Order Issues
- Status:
- Answered
Unit H07533 bought on SEP 9 2024. LESS then a monrh failed. Maintnance done properly. ******* firman , complaint case #*****. Theres evidencie the the valves ar bad manufactured o asembled. sent the pictures AND videos requested to rep ******** By phone took More then a hour for them to answer. Everything after that was done by mail. All the sudden stop answering. We send nmerousreplys mails demanding a Solution . They simply not responded. Ignored AND not provided customer service. They just decided not to respond at all. It Is a lack of respect AND a shame for They to do that.Business response
10/08/2024
Please provide the original owners name of the generator purchased. Once we confirm the warranty status we will evaluate the unit and find a solution for the customerCustomer response
10/11/2024
the company responded and sayed that a replacement unit will be sent. Until a order number is provided or the unit arrive we will close this complain. this is because of the response whitout a tracking number or replacement order and no date to delivered the item.Business response
10/11/2024
Unit will be replaced under warranty order, SOFIR00380235Initial Complaint
10/03/2024
- Complaint Type:
- Delivery Issues
- Status:
- Answered
Ordered a generator and it was delivered on 9/26/24. I tested it and it leaks oil about every 10 seconds from the bottom. I placed a call the same day and that case number is *****. I have emailed support on 9/30 for status and no response. *** also placed a support inquiry on their website with no response.Business response
10/11/2024
A replacement generator was issues on SOFIR00379257, South Eastern tracking 390388408Initial Complaint
09/28/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
I purchased a new Firman generator from Lowes on Sep 25th 2024 in *********, ** in preparation for the upcoming hurricane ******. I filled it with gasran it for about 5-10 minutes, and then noticed the gas guage was broken. After the storm passed I called the warranty department and tried to have the unit replaced 3 x times on Friday the 27th. I was told they would not refund or replace the generator, but instead could ship me the replacement gas gauge and that I could install myself. I feel that since this is a brand new generator, and was broken right out of the box, that Firman Power equipment company should refund my money. I could understand if maybe after a year of operating the generator the gas gauge breaks, I could replace the damaged component (normal wear and tear). Theres no telling what else could be damaged internally after replacing the gauge. I shouldnt have to do repair/replacement Maint on a 2 x day old generator. Thank you V/r **** *********Business response
09/30/2024
We would like to send the customers generator to a repair facility to have the fuel gauge repaired under warranty. **** can call our technical support line for location of the service centers.Customer response
10/03/2024
I do not accept the response from Firman on their plan to resolve this issue. I was sold a broken generator, and I will not accept anything less than a full refund, or a replacement generator delivered.Initial Complaint
08/03/2024
- Complaint Type:
- Product Issues
- Status:
- Answered
This company sold me a damaged generator. Does not work, arrived DOA, damaged, wont return my calls, wont set up returns, wont reply to my emails, Ive documented all their call logs Ive made to them, sent emails, and multiple attempts. They have stolen over $2400 from me. Please help!Business response
08/05/2024
We have refunded the customers purchase under warranty.Initial Complaint
07/31/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
Purchased a Firman H07553 from ****** on December 5, 2023 for about $1200. At the end of January it died and I couldn't start it again. The motor would turn over but it would not start. I religiously followed the maintenance requirements as provided in the owner manual. I called ****** and they said since it was over 30 days there was nothing they could do about it. So I called the support number for Firman and over the course of a couple weeks and a handful of different support techs, they had me try several different things to try to remedy the problem. They ultimately insisted it was a problem with the battery. I asked about being it replaced and they firmly stated that there were no options for warranty, and I finally gave up, and basically flushed $1200 down the toilet. I gave it to a friend who took it apart and found that the intake valve was bent. I believe there is some kind of defect on these generators, as several other consumers have experienced similar issues. They should have replaced the unit as it was only 2 months old.Business response
08/01/2024
HI We can replace this unit under warranty once you update your registration and provide proof of purchase at www.firmanpowerequipment.comCustomer response
08/06/2024
It was my mistake when I checked the "exchange" box when I filed this complaint. It is too late, I have already given the unit away.
I should've requested a refund or partial refund.
Business response
08/06/2024
We are sorry to hear you gave the unit away. With proof of purchase, we could have provided a warranty exchangeInitial Complaint
05/20/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Unresolved
Purchased this Generator and they are refusing to ***** the warranty. There is a problem with the Engines on these units. They are saying I have to many hours on the unit.This unit is only 16 months old. I performed all recomended maitenance on this unit as recommended. All they are offering me is to purcahase a refurbashed unit @ 30 percent off with only a 90 day warranty. This is un accepatable.Business response
05/20/2024
We will evaluate the customers purchase date to determine warranty. WE will supply parts as needed for the repair; customer is responsible for all labor charges at service centerCustomer response
05/20/2024
It already has been determined that this unit cannot be repaired. The engine is totally locked up. I need a replacement unit.
Initial Complaint
04/09/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
Bought generator March 23 used it for approximately 6 hours and could not get it to start again. Notified the company and they had me take it a hour and a half to their service center. Four months later I was *********** was ready. Brought it home in February, power went out last week it started and ran for several hours shut it off to refuel and it has not started since. Contact made with company and they tell me to take it to the service center and have them do a diagnostic check and I will pay for it and if they think it is my fault I will pay for the repair. At this point the generator has only ran 3 times for less than 30 hours. I want a refund or replacement.Business response
04/11/2024
We have contacted the customer and will be replacing his generator under warranty.Customer response
04/11/2024
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
Regards,
***********************
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Customer Complaints Summary
20 total complaints in the last 3 years.
10 complaints closed in the last 12 months.