ComplaintsforWestinghouse Outdoor Power Equipment

• Initial Complaint

  10/25/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  We purchased a generator from Lowes- delivered 8/22/2024. We tried to test it and turn it on a few weeks later and the generator will not start. We contacted Westinghouse and filed a complaint and were provided with 3 service centers. 1 of the service centers is no longer in business and the other 2 (****** Rentals 390 Electric ****************** ***** ************** and Y.C. Y.C. Power Equipment ***************************) state that they do not service Westinghouse generators any longer. I've called Westinghouse multiple times to escalate the issue. Today the customer service support person lied and told me she called ****** Rentals and that they do service the generator. I told her that I wanted to get on a 3-way call with ****** Rentals (since I had just gotten off the phone with them and they told me that they told Westinghouse that they don't service their products any longer) and the customer service person refused. I demanded that my complaint be escalated. Westinghouse customer service said that I would have to take it to the service center and after an unpleasant exchange- she hung up on me. The only service center that we can take the generator to is in ********, ** which is over an hour and 10 minute drive and is supposedly out of the 50 mile range that the warranty requires. We are not able to use the generator, cannot return it and have to spend the time and money to drive it a total of 2.5 hours there and back to get it serviced. This is a brand new generator and it should be replaced.

  Business response

  10/25/2024

  Thank you for reaching out. Unfortunately, we are unable to locate your profile using the information provided. Could you please provide us with the name, phone number, and serial number used for the registration case number?
  This information will help us assist you more effectively.
  Thank you!

  Customer response

  10/28/2024

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  Complaint: 22474775
  
  I am rejecting this response because: 

  I called the customer service number 3-4 times and my phone number and name were taken and repeated back to me on each occasion.  I've attached documents with the model and serial number.  The case we are disputing and asked to be escalated is SC 312060. 
  
  Regards,
  
  ***** ****

  Business response

  10/29/2024

  Thank you for providing the requested information. We will proceed with replacing your unit. A prepaid return label, along with instructions on how to return the unit, will be sent to you shortly. Once we receive the returned unit, well release your replacement for shipment directly to you.
  Thank you for your patience and cooperation.

  Customer response

  11/01/2024

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  Complaint: 22474775
  
  I am rejecting this response because: we want a refund rather than a replacement.  First of all, Westinghouse customer support is severely lacking and completely dishonest. Secondly, there are no authorized service areas anywhere near our home.  All the service areas listed on the Westinghouse website as authorized service centers- do not service Westinghouse generators.  Thirdly, We do not want to have to drive *********************************************************** has issues during the 1-year warranty period.  For all the previously stated reasons, we do not want to use a Westinghouse generator. 

  We request a refund, not a replacement. 
  
  Regards,
  
  ***** ****

  Business response

  11/05/2024

  Dear Ms. ****************** you for reaching out. We apologize for any inconvenience you've experienced and understand your concerns.
  
  As your unit was purchased directly through ******, we are unable to process a refund, as our team manages only the warranty for the product. However, we would be happy to offer a replacement to ensure you have a fully functioning unit.
  
  We understand your concerns regarding service accessibility. I want to assure you that we do have a warranty service center located in *********, ** just 22 miles away from your location, well under our 50-mile coverage radius we use to located shops for our customers.. ******************* is equipped to handle any warranty-related repairs for Westinghouse generators.
  
  Please let us know if we can assist further with the replacement or with coordinating service.
  
  Thank you for your understanding and patience.
  
  Warm regards,
  Westinghouse Customer Support

  Customer response

  11/08/2024

  [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 accept the business's response to resolve this complaint because there is no other option. We either have a product we can't use or the possibility of receiving a replacement that also doesn't work.  

  We won't buy Westinghouse products after this experience. 
  
  Regards,
  
  ***** ****

• Initial Complaint

  10/24/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  New wgen *****tfc generator. Does not produce power. Open ticket for 11 days now. Called several times. Company doesn't call back. They keep saying they'll send it to the appropriate customer support. Doesn't happen.

  Business response

  10/25/2024

  
  Thank you for reaching out and bringing your concerns to our attention. I sincerely apologize for the frustration youve experienced with your WGEN11500TFC generator and the delays in our response.
  I understand how important it is to have a functional generator, especially after having your ticket open for 11 days. Thank you for speaking with us today. We are currently in the process of shipping the replacement part to you. Once the part ships, you will receive an email with tracking information.
  If you have further questions, please feel free to reply to your case or call our support line.
  Thank you for your patience as we work to resolve this matter.
  Best regards,

• Initial Complaint

  10/16/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Bought a generator, had it two months. Wont start took it to a repair shop, they informed me that the piston ring was broke. Called Westinghouse got a case# they told me they would have someone call me back. Never called back. Tried five times calling them each time they told me they would call me back. They never did. It has been three months now. I guess Im another senior who got screwed.

  Business response

  10/17/2024

  Thank you for reaching out to us regarding this issue. We contacted the customer this morning, 10/17/24, and sent him a prepaid return label via his personal email to return the unit to us. Once we receive the unit, we will promptly send his replacement.
  Best regards,

• Initial Complaint

  10/01/2024

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  i bought a westinghouse generator throught ****** about 3 years ago.Recently I started the generator but didn't get any power out. I called Westinghouse and they said the trouble was with an avr and to order one at a website. I went to the website to order the part, but none were available. It finally became available to order, so I placed an order and got confirmation and an order number. I have tried to find out the status of the order and get the run-around. They say they will call, but never do. They won't let me talk to the right people directly. They have charged my credit card, but I can't get any information on when it will come. It has been over two weeks since I ordered the part. I can't get any satisfaction from them as to when the part will arrive.

  Business response

  10/02/2024

  Thank you for reaching out and bringing this matter to our attention. We sincerely apologize for the inconvenience you have experienced with your generator and the challenges in obtaining the necessary part.
  We understand your frustration regarding the delay and lack of communication. The part you ordered was on backorder but has now arrived. Our team is prioritizing the processing of your order, and we will ensure it is shipped as quickly as possible. Once your order has been dispatched, you will receive an email with tracking information.
  We appreciate your patience and understanding, and we are committed to resolving this matter promptly.

  Customer response

  10/03/2024

  I want to wait unitl we hear from them regarding the shipping of the part we are waiting for before I close this complaint.

   

  ******* ******

  Business response

  10/14/2024

  The part has been shipped and delivered to the customer.

  Customer response

  10/21/2024

  BBB called the consumer using an automated calling system.  The consumer replied with a text message  with the number 1 indicating that their complaint was resolved and could be closed - see below for details:

   

  **************

  ******, ******* 22363983

  Westinghouse Outdoor Power Equipment

  Oct 21, 2024 12:21 PM

  
  

• Initial Complaint

  09/23/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have called multiple times and have been waiting for a callback now for 2 weeks for the SIMPLEST question: I just need to know what the part # I need to order is, because Westinghouse lists multiple part numbers for the same generator model. I have TWO identical Westinghouse iGen4500 generators, BOTH of which have failed within 2 years of purchase. One needs a starter, and one needs a "*** unit" (at least I think that one needs a *** unit, based on other customer complaints about the generator running rough even without any load). Westinghouse website lists multiple part #s for the *** units for the 4500, AND multiple starter part #s for the 4500, but doesn't adequately explain which to order.

  Business response

  09/24/2024

  We reached out to the customer today via telephone and successfully addressed all of their questions, providing the necessary part numbers.

• Initial Complaint

  09/18/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I purchased this unit on 9/4/23. I opened it this year in May, and it did not work. I have been in dispute with Westinghouse since. They have not satisfactorily communicated with me since, nor have they appropriately replaced or refunded the item.

  Business response

  09/19/2024

  We spoke to the customer on 9/18 and made arrangements for the customer to come to our location to replace the damaged unit with a replacement. Please let me know if you need any further details or assistance!

• Initial Complaint

  09/18/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  This Generator was purchased at the end of August 2022 and was used about 10 hours total before the engine fail just about a year later. The generator has 3 years manufacturer warranty, and in the beginning of October 2023 I reached out to Westinghouse to let them know that the generator won't stay running and they sent me a new carburetor that I replaced. The generator still wasn't running properly and soon after, gasoline was coming out true the exhaust system with a lots of dense gray smoke. I spoke with few small engine mechanics and they all are telling me the same, " The Engine is Compromised" and needs to be replaced! I made several attempts (more than a dozen) phone calls and emails to Westinghouse customer support during all this time, I even sent them a video with the generator smoking like crazy and now they jus ignore me and always telling me that someone else will call me back or other lies for almost an year...!!So I decided to reach out to BBB and get some help and hopping this Generator will be replaced before warranty expire, and to mention that this is the only source of power we have when we loose electricity (it happen very often), we have a 2 year old baby and an elderly person who's on oxygen/life support machine all the time.Thank You!

  Business response

  09/19/2024

  Thank you for reaching out. I wanted to clarify the details of your case regarding your generator.
  You first contacted us on 11/07/23, which placed you outside of the one-year labor warranty, as the unit was purchased on 08/22/22. As per our warranty policy, labor is covered for one year from the purchase date, while parts are warrantied for two years. This means your unit is currently only covered for parts.
  Upon your initial contact, we sent a replacement carburetor. After your mechanic suggested that the fuel pump needed replacement, we promptly shipped that part as well. We have been troubleshooting with you and sending necessary parts to address the issue.
  In February, when the problem persisted, we advised you to take the unit to a service center for diagnosis. However, we were informed that the service center you chose had to close due to the owners health issues. Given the circumstances, we understand the inconvenience this may have caused and still offered several options:
  A) Wait for another service centers diagnosis and documentation of the issue.
  B) Retrieve the unit from the current service center and take it to another qualified repair shop of your choice.
  C) Cover the shipping cost to send the unit back to us for further diagnostics. (as per our warranty)
  For your reference, we have provided a link to our warranty here: Generator_Limited_Emissions_Warranty_trilingual_2022.pdf (**************************). Please review it for additional information about coverage and processes.
  Please let us know which option you would prefer moving forward. We are committed to resolving this issue for you as efficiently as possible. 
  Best regards,

• Initial Complaint

  09/18/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Purchased igen2550 duel fuel generator from ********** in December of 2023. Generator was started monthly as per Westinghouse instructions. In August 2024 this generator no longer started on gas and a claim was filed with Westinghouse on 8/11/2024. Last week, 4 1/2 weeks later, Westinghouse finally responded and now Im still waiting for repair authorization. I called tier 1 support today and there is nothing they can do I was told to continue to wait for a response. Because of the awful **************** Id like to be refunded my purchase price of $476.05. My claim number with Westinghouse is sc292929.

  Business response

  09/19/2024

  Thank you for taking the time to speak with us today. The issue you're experiencing is likely due to residual gas left in the carburetor bowl. It's always a good practice to drain the float bowl when running on gasoline to ensure no residual gas remains, which can help avoid carburetor problems in the future.
  To assist you further, we have placed an order for a new carburetor. While this is usually not a warrantable part, we are making this exception to help resolve the issue and get your unit running smoothly again.
  Please let us know if you have any further questions or need assistance.
  Best regards,

  Customer response

  09/20/2024

  [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 accept the business's response to resolve this complaint.
  
  Regards,
  
  ***********************

• Initial Complaint

  09/18/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Thursday June 27th, 2024 • I purchased a Westinghouse Generator from Amazon for $703.35 w/tax • I purchased a 4 year warranty from Amazon for the generator which cost $93.99 -- Order number: ******************* -- Order date: 06/27/2024, 02:33 -- Disputed amount: 703.35 USD -- Payment type: Visa -- Account number: **61 -- Items in order: 1 of (Westinghouse 6600 Watt Dual Fuel Home Backup Portable Generator, Remote Electric Start, Transfer Switch Ready, RV Ready, CO Sensor) for 649.0 USD --Model Number: *********** --Serial Number *********** SUMMRY OF ISSUES • Generator first broke down before the 30-day guarantee. • 4 days after money back guarantee, it broke down again and I was refused a return on my money by Amazon and Westinghouse. • Warranty for Westinghouse kicked in yet NO help from Westinghouse. • Amazon’s Assurant warranty company will not fix telling me its on Westinghouse and they need to fix it. • 8/19 Westinghouse sent parts. We doubled checked our address. On 8/26 they arrived back at Westinghouse. • I have no idea whether the parts are even the problem anyways. As it broke down before and was told to put in a new spark plug by CSR. • Visa has been called and it has been 6+ weeks while they investigate. • Most parts on Westinghouse parts website are “out of stock” • Most small engine repair shop in my local area do not fix Westinghouse Outdoor equipment, ACME will, yet they said they can’t get parts from Westinghouse. • I have been told by numerous CSR’s that Westinghouse won’t pay for the repair at a small engine shop anyways. • 12 consumer complaint reports have been posted at the Attorney General’s Office. • The ******** Ohio Better Business Bureau Gives them an F rating with o 155 total complaints in the last 3 years. o 89 complaints closed in the last 12 months. Many of the complaints are about their generators. ATTACHED ARE FULL DETAILS

  Business response

  09/19/2024

  
  Thank you for reaching out to us and providing detailed information about your experience with your Westinghouse generator. We sincerely apologize for the inconvenience you've faced and understand how frustrating this situation must be.
  To resolve this matter, we would like to offer you a replacement generator. We want to ensure that you receive a functional product that meets your needs. Please let us know your preferred shipping address, and we will arrange for the replacement to be sent out as soon as possible.
  We appreciate your patience and understanding as we work to make this right. If you have any further questions or need assistance, please don't hesitate to reach out.
  Best regards,

  Customer response

  09/25/2024

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  Complaint: ********
  
  I am rejecting this response because: I would prefer my money back as this product has been horrible to own and the experience I went through I would not want to repeat it. Also, the Westinghouse offer gives no indication for warranty's, shipping, what to do with the old product, etc. It just states they will replace it yet we don't know what that all entails.  I even purchased an extended warranty ($100) for this product and I am losing on that as well.
  
  Regards,
  
  **** ********

  Business response

  09/30/2024

  If we proceed with replacing the unit, we will send out a prepaid label for you to return the unit to us, and we will ship the replacement right away.
  However, we noted that you mentioned contacting Visa to file a dispute with your credit card. We would like to obtain a status on this, as it may complicate our ability to reach a resolution until the dispute is resolved. 
  Thank you for your understanding, and we look forward to assisting you further.
  Best regards,

  Customer response

  10/02/2024

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  Complaint: ********
  
  I am rejecting this response because: We are still not assured that we will receive the Westinghouse 3 year manufacturing warranty on this new unit. Due to all the trouble we had with the first one and no help from Westinghouse to get it fixed, we do not want to take on this risk unless we are assured that the manufacturers warranty is in place. Also, it is our understanding that we cannot ship back the generator since it was used and their was gas/oil in it.

  We would prefer a full refund and/or assurance that the new unit is fully warrantied as was the first unit that had so many issues.
  

  As for VISA we contacted them first. They said that even though we purchased on Amazon, we would need to work it out with the manufacturer. We have tried this numerous times with no assistance so then we contacted BBB. In short, the VISA case is closed.
  
  Regards,
  
  **** ********

  Business response

  10/02/2024

  We can proceed with a reimbursement. To move forward, we will need the following information:
  The email from Visa stating the investigation case was closed.
  A copy of your proof of purchase, showing your name as the purchaser, the seller’s address, and the condition in which the unit was sold.
  Once we have this information, we can proceed with the reimbursement. The unit will also need to be drained of all gasoline and oil and placed in a box. We will provide you with a prepaid FedEx label, and you can schedule a pickup for the unit. After it arrives back here, we will submit your refund to our accounting department.
  Thank you for your cooperation, and feel free to reach out with any questions!
  Best regards,

  Customer response

  10/02/2024

  [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 accept the business's response to resolve this complaint. As long as Fed Ex will pick up this product we are ready to go and we receive a check for the full amount. Thank you!
  

  Attached is the dialogue between Visa and us. They refunded our extended warranty but would not refund the generator as it was 3 days past the "30 day return policy". The unit was purchased brand new. ****** name is on the invoice.
  
  Thank you for working with us and reimbursing us. Its been a long journey and we are ready to put this behind us.
  
  **** * **** ********

• Initial Complaint

  09/14/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  On August 20, 2024, I called Westinghouse customer service and opened a case: ******** because my generator: Model ********** that I purchased on April 14, 2024, is not starting. We followed all the manufacturer's instructions, but the generator still won't start. They told me they would call me in the next few days. 7 days later they still hadn't called, so I called customer service again who took my information again. On September 2, no one from Westinghouse had contacted us yet. So I went to their page and wrote them a message with my case number asking when they were going to contact us because we still have the problem and we urgently need the generator. On September 6th, we still hadn't heard back from anyone, so we emailed them at ********************* and received an automated email with a new case number: ********. I replied to that email with detailed information about the unit. Today is September 14th and we still haven't heard from them. The generator has a 3 year warranty and was purchased this year. We need support as soon as possible because we need the generator urgently.

  Business response

  09/19/2024

  Thank you for reaching out and providing detailed information regarding your generator. I sincerely apologize for the delays you’ve experienced in receiving support, and I understand how frustrating this must be, especially given your urgent need for the generator.
  We appreciate your cooperation in working with us to locate a service center for your unit. Once the unit is diagnosed by the service center, they will contact us for any necessary parts, and we will expedite the process to get your generator back up and running as quickly as possible.
  Thank you again for your patience, and please feel free to reach out if you have any further questions.
  Best regards,

  Customer response

  09/27/2024

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  Complaint: ********
  
  I am rejecting this response because this issue hasn't been resolved. The service center that they assigned us to repair our generator hasn't touched the generator. We brought the generator on Friday, September 20th but they still haven't done anything with the generator. We still don't know why the generator is not starting. As today we are still without generator.
  
  Regards,
  
  ******* *********

  Business response

  09/30/2024

  We spoke with Tenlittle Engines service center today, 9/30 and were informed that the customer picked up the unit on 9/28. The unit was tested at the time of pick-up to demonstrate that it was repaired and functioning properly.
  We would also like to note that this type of repair is typically not covered, as it was a maintenance-related issue. It’s important for the customer to adhere to the preventive maintenance schedule according to the user manual to ensure the unit continues to function properly.

  Customer response

  10/01/2024

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  Complaint: ********
  
  I am rejecting this response because this was not a problem of lack of maintenance as the company now wants to make out. We gave it proper maintenance and followed all the instructions in the user manual. The repair shop: Ten Little Engines, told us that they ran a compression test and the unit had no compression. They removed the rocker cover and found the exhaust rocker had come loose (fabrication error or damage during delivery?, no idea). They adjusted the exhaust and intake valvues and now the unit is working again. I want to make it clear here there is no mention in the user manual regarding the exhaust rocker as a part that the customer needs to do any maintenance. The generator is almost new.  I want to close this complain because the issue has been solved, the generator is now working. 
  
   
  Regards,
  
  ******* *********

  Business response

  10/02/2024

  Thank you for your response. We wanted to clarify that the valve adjustment is indeed part of the regular maintenance for the unit. Please refer to page 18 of the user manual for the maintenance schedule and page 22 for specific information on valve specifications.
  Additionally, we want to confirm that the shop invoice did not fall on the customer; we will be covering the cost of the service. For your convenience, here is a link to the manual for reference: [Insert Manual Link].
  We're glad to hear that your unit is now back in working condition. If you have any further questions or concerns, feel free to reach out.
  Best regards,

  **********_manual_web.pdf ******************************

  Customer response

  10/03/2024

  [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 accept the business's response to resolve this complaint. However as a customer feedback, I would like to add that they should  have included this type of maintenance in their troubleshooting list as a potential problem to look at, in the maintenance part, write more information about when is that necessary and use less technical savvy language.
  
  Regards,
  
  ******* *********

*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. ↩