ComplaintsforGrasten Power Technologies, LLC

• Initial Complaint

  08/04/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Purchased a service plan for my Kohler Generator. After the hurricane I needed someone to come check out the generator. I have called several times and was told someone would reach out to schedule service. Never happened. The last I called, the mail box was full and they asked for us to send email. I did with read reciept. They haven't even read email after a week. All and all it has been almost 1.5 months. No response.

  Business response

  08/15/2024

  We have the customer scheduled for Aug 20th service. The last service visit was done on March 20th. The next service is due in Sept and we are moving customer up to August 20th. . Our phone lines were overloaded so we did ask everyone to email so we could respond faster. We reached out as soon as we saw the email about potential issue. Im truly sorry we did not respond as fast as our typical service, this has left us feeling defeated and exhausted at the end of the day as we work harder than we ever have yet still not able to satisfy all the request right now. We truly value you and your business/partnership and are working to improve response time.

  Customer response

  08/15/2024

  [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 have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  
  
  
  
   
  

• Initial Complaint

  08/02/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Repair tech came to look at the generator and diagnose what was needed. While checking they fried a board of which they replaced. The part that was needed for the original problem was ordered and came in 3 weeks later. When the tech came out to replace the board we were on generator power which was working fine. The only issues before that required a repair were that the power would not switch over automatically and the battery was not charging. After replacing the control board the technician left and I noticed that my lights were constantly flickering now. I immediately texted him and that it was worse now along with the battery not charging. He said it was too late and did not have the old part to put back in. As of now I have no generator as the flickering of power is not good. I have called numerous time and sent emails and text messages and to never be called back for 2 1/2 weeks. I finally was able to get through to the service manager and he said sorry not our issue it’s the air conditioning compressor and to get a new one. What? The ac has nothing to do with this I told him. The lights are constantly flickering even with the ac circuit breakers turned off. The surging of the unit is because of the ac of which never happened before the new panel. He still said too bad and if you want us to look at it we will charge you. Okay I’m fine with that I just want it fixed and a new control panel put in. He said he won’t do that but rather charge me to look at it and he will be able to come out in 4 weeks. I don’t know what to do besides file a claim here and hope somebody at Grasten will care enough to help me fix this problem.

  Business response

  08/03/2024

  This was a misunderstanding on both customer and Grasten. We did not keep the old part, it was thrown away. Customer is ok with this. Grasten did offer to trouble shoot flickering lights but made the customer aware he has some other issues that will require additional trouble shooting/diagnostic fees. I think the customer and Grasten have a mutual understanding and path forward.

  Customer response

  08/05/2024

  [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 have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  
  
  
  
   
  

• Initial Complaint

  07/29/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I bought a Generac 48KW generator from Grasten. It stopped 9 times over the recent power outage with error code 3201. They never respond to my messages during the outage and will not return my calls or emails. I have a support contract that is worthless.

  Business response

  08/03/2024

  We worked with customer to figure out the low fuel pressure. He was kind enough to investigate one thought Grasten had and that was a gas issues from Centerpoint. He had CP out and they determined they installed a regulator too small at the 2nd gas meter put in just for the generator. They fixed this and the gen has never sounded better according to customer.

• Initial Complaint

  07/13/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  In the spring of 2024 Grasten technologies installed a generator for our home. The need for continuous use of this generator was not necessary until the hurricane hit 7/2024. We noticed that the battery was not holding a charge and the level continued to decline. The generator of course just stop working at the end of day 2. We had to go buy a new battery (250 dollars) and figure out why it was not holding a charge. After many hours of despair my husband figured out that the electrician wired the breaker box incorrectly. Wiring it to the utility fuse instead of the “load” breaker. We called the business numerous times and emailed the office and the sales man .(Ryan), no one bothered to call me back. This business owes us 250 for the battery and another 250 for labor and distress this caused our family. There is proof on the electronic read that the battery declined in its strength. Please don’t bother disputing this claim. My husband is an electrical engineer

  Business response

  07/16/2024

  We sent customer a check in the mail for the full amount of the battery. Yes the electrician caused this error. We refunded $243 to the customer. We are truly sorry for your experience and hope to make it up to you in the future.

  Customer response

  07/22/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my 

  Since we paid Grasten 7,000 dollars which primarily was labor to install the generator. We had now spend 2 hours of our own time fixing their incompetencies performed by their employees. We are asking Grasten to pay 250 as part of the labor costs.  Or what Grasten charges consumers: for a service call and to fix the issue. Since we already paid for labor once, why would we now have to complete and fix the issue on our own time?  There were other issues that were apparent failures:  sprinkler line was cut during gas line installation, vent tubes were not installed, battery was undersized per manufacturer guidelines.  This complaint will not be closed until Grasten agrees to pay us for time spent fixing their screw ups.   I can only imagine how many others were affected their installation failures.  

  
  
  Regards
  
  
   

  
  

• Initial Complaint

  07/11/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  In 2021 we obtained a 48kw ******* generator from Gasten Power Generators for an aggregate price of 30000 including 7000 for maintenance/repair/7 year warranty. We did this b/c we had a very ill daughter w cancer. There were many problems with routine maintenance. We had a Mobil link allowing us to monitor each exercise. on June 20-24 there were many problems where the generator shut off over and over. Joshua ****** President refused to send repair personnel insisting someone must be shutting it off perhaps “a whale” or “a t-rex”. On July 2 an annual inspection occurred but no effort was made to repair the shutoff problem despite many prior requests. When CP’s power failed in Houston the Generator operated for a couple of hours and then shut down. The phone lines of Gasten were shut down and indicated no messages could be left. I was able to directly communicate with ****** who refused to provide any time for repair although I explain in writing again (as I had in June) that we had a critically ill daughter dependant on electricity for survival . When i begged ****** for the repair service we had paid for (necessary for our daughters survival) his response was to threaten to put “a note in our file so we would never get services” and “treat me with respect as I am the only who can help you”. All entries on the mobile link showing the June failure which he controlled suddenly disappeared. We carried Amy by hand down the stairs to another house whose generator actually worked as she was failing. We were unable to get any time for repair from. Gasten’s number remained off line not taking messages for at least 48 hours. After the power actually came on from CP a tech hired by ****** arrived Tuesday evening and concluded the generator breaker had loose wires and lug problems .****** denied knowledge of how the ML maintenance history suddenly was eradicated although he was paid 500 to maintain it. My number is *********** I have many docs relating to this. Horrific.

  Business response

  07/12/2024

  This review is so far stretched. One the generator was installed in 2021 and has worked relatively well since and we have always provided excellent response time for repairs if needed, 
  

  The hurricane happened Monday July 8th.  Customer called in 5pm Monday evening and we fixed the generator by Tuesday 10pm and waived all emergency charges. This review says 48 hr response which is false. Our standard response  states 1-3 days during an emergency. 

  The error code June 21-24 was Error Code 2800, this means the Emergency Stop button had been hit (these are relatively easy to accidentally hit) I suggested the  customer Check this switch as he demanded we come out right then and fix it that same night. Finally his Grandson agreed to check the * **** and sure enough said “why is this switch down” he flipped the switch all is well. 
  

  Fast forward to Monday Hurricane Beryl, the worst power outage  the city of Houston has ever seen, customer called the office and could not get through as thousands of people were calling at once and the entire city was having phone issues, he was able to reach me on my cell around 10pm. The customer threatened a lawsuit if we didn’t come the same night of the hurricane when all our dispatch team was fully committed for the night. 24 hr response during 3,000,000 people out of power when customer was several hours away and customer was able to reset his generator by flipping a breaker so we knew he would be able to get through the night by listening to our suggestion of flipping the  breaker when it did fail, The grandson was able to trip the breaker  4 times through out the day and night and was able to keep the gen going, 
  

  June 9th 10pm- less the 24 hrs from initial contact, My tech fixed the faulty breaker in the generator, this was not the * **** that had been turned off earlier in the week. The tech diagnosed a faulty breaker with weak testing points, replaced the breaker and all tested successfully. A few hours later the customer demanded we come back and test why the breaker went bad, even though we explained to his grandson in full and he recorded the entire process of what failed, why, and the solution. I learned more in 15 minutes  talking to the grandson about the problem he was experiencing, than I did from Customer who would demand response/threaten lawsuits if we weren’t there in an hour. 

  June 9th 10pm- This generator had been fixed. Emergency response was provided after hours completely free and was fixed in less that 1 day from initial call. I understand customer  did  not like moving his sick daughter and this is why we provided the emergency service we did although the threats from the customer included lawsuits, choice words, and demands that were simply not feasible. 
  

  We understand the horrible feeling of not having reliable power which is why we are in the generator business and have worked 20 hr days since the storm to provide as much emergency response as we could. 

   

  Customer response

  07/12/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  
  
  [Provide details of why you are not satisfied with this resolution.]
  The response is largely false. ****** shut off all phones although he was receiving “1000s” of calls. I secured his personal finally at about  432 pm . Then until 10 pm the following day is Not 24 hours except in ****** world. He had bailed out for Vegas/Cal and left his unfortunate clients. In June when the problem should have been solved he refused to send a tech to fix altho he was obliged by contract and law to do so. Indeed it took a number of weeks ( between june 21-july 10)  and help from other companies to solve what became a crisis which his incompetence/callousness created when he failed to investigate and solve the breaker problem which he claimed in June may have been a whale or T. rex to avoid sending a tech (he was getting 1000/year) and which caused catastrophe here. He did this with actual notice from June 21 forward that his conduct potentially threatened death to a gravely ill person. His own tech has acknowledged that the generator he sold was defective because improper breaker assembly was  easily diagnosed by the Tech within a few  minutes who finally showed some 20 days after the communication imploring ******’s  help on June 20-24. 
  Regards,
  
  
   
  

  Business response

  07/16/2024

  The customer is mixing up two different error codes. June 21-24 there was one issue the Emergency Stop button that sits on the side of gen. Then on July 8th during the Hurricane. A 1 day response to the issue the day of a hurricane. There was a bad breaker in the generator that's 2.5 yrs old The gen has worked fine in the past. The breaker was replaced at 10pm at night as our company worked around the clock after the 3,000,000 homes lost power. He could not get through to my phone or the office phone the day of the hurricane as the telecommunications were down half the day. Within 1 hour of getting phones up we had communicated with customer we would be there the next day.

  Customer response

  08/06/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  
  I demand my money back including the 7000 for non-existent service. They offered nothing except the same lies given to so many others.
  [Provide details of why you are not satisfied with this resolution.]
  
  Regards,
  
  
   
  

  Business response

  08/06/2024

  This customer has lied numerous times in their responses. We fixed their gen the day after worst power outage in Houston in the last 20 yrs. 2.3 million people with no power. Some customers waited much longer and if you look at the complaints to all generator companies since the hurricane they all had issues with phones and getting to everyone the day of the hurricane.

  The customer is asking for a refund of $7,000 on his extended warranty and service plan. The Warranty stays with gen and customer  which is with *******, not us. He can use any ******* dealer for his warranty. This does not stay with Grasten.We will not refund his warranty money.
  

  He signed up for a multi year service plan, we have honored all but 6 visits. These visits are $450 per year. 2 visits per year. We would be happy to refund the existing service contract that has not been used $450 x 3 yrs $1350 total.
  

  Business response

  08/09/2024

  The error code 2800 the customer is referring to was a * **** issue (Emergency Stop button), not the breaker. Totally different issue that has not presented itself again since the grandson flipped it back in the on position. This is a little button on the side of the unit that can be hit or touched. Happens all the time.The night of the hurricane the gen issue was a bad breaker, this was the breaker inside the unit, not on the outside. Totally different issue.This customer has threatened all kinds of things and lied. He doesn't have to accept the resolution. Thats our offer so he doesnt have to deal with Grasten anymore since he thinks we are so horrible. Its very rare for a customer to have the owners cellphone and even more rare form a customer to expect said owner actually answer the phone 24.7

  We are not ***, we are not promising 1 hr or 24 hr response anywhere in our terms or contracts.

  Customer cannot expect to be paid back $32,000 for his working gen

  Customer cannot expect 7k for half used up service and a manufacturer warranty. Our offer stands, we will refund $1350 for the remaining unused service or we will perform the 2x per year service for the next 3 yrs and then terminate any future dealing with the homeowner. If we arent performing to his needs then is would be wise to take the refund and chose a new provider.
  

  Customer response

  08/20/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  
  
  Response is largely false. Many customers besides us were injured by this company’s action. Their response is directly contradicted by the paperwork. Please file publically my complaint. No solution with them possible.
  
  Regards,
  
  
   
  

  Business response

  08/20/2024

  WE have done nothing wrong here. 2 day response time during worst power outage in Houston and major telecommunication issues all around the city. We are not *** and do not guarantee any same day response time. Many generator companies still haven't gotten to all their customers 6 weeks later.  You say many were hurt by us but we helped over a thousand customers since the storm, and we many great reviews. Some people cant be pleased and there for we are offering to refund any prepaid service fees. Instead customer just wants to try and damage our reputation instead of part ways the correct way.

  Customer response

  08/29/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  
  
  [Provide details of why you are not satisfied with this resolution.]
  
  Regards,
  
  I want my entire 32000 back from these bad folks who nearly finished us off. They offered only a refund of  1350 I already paid for the future services they will no doubt botch up.  Rejected. We are at an impasse. Please publish my complaint or confirm you are hidiing  it. See many similar complaints on internet by other victims of them.
   
  

  Business response

  08/29/2024

  Customer has a working generator, and extended warranty from *******, yet still demands $32,000 refund. No where do we have a response time promised, we fixed this generator the very next day after hurricane yet "we almost finished them off". We are willing to refund $1350 for the entire service plan that has not been performed. This customer does not like the owner of Grasten and has a vendetta against him and would rather open up multiple complaints than take a refund. If he does not want a refund we will honor the rest of the service agreement. Why the customer would rather continue this pain, Im not sure but we will honor it one way or the other. The warranty is with ******* so any ******* dealer can repair his generator when he needs help. Grasten has honored all service agreements with this customer. We have over 1700 great reviews and many since the storm. We also try our best to please all customers even when disagreeing, similar to how we fixed this  customers generator the day after the storm even after he had started verbally harassing us for not being there the same hour he called.

• Initial Complaint

  06/23/2023

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  A Generac 24kw Generator was installed and under warranty with Grasten Power Technologies as of 1/5/22 and only had 14 hrs on it through June 20, 2023. The generator was recently serviced by Grasten in April 2023. Power failed and generator did not operate on June 21/22nd. Grasten charged $175 emergency service fee and could not resolve issue. Grasten has to order a faulty wiring harness and can not deliver for 1-2 weeks and then schedule a follow visit. Grasten and Generac should resolve faulty equipment/installation with no fees. Generac should offer money back on initial purchase as product was faulty and did not work during a major power outage. It also may done damage to other electrical devices in the home.

  Customer response

  06/23/2023

  Better Business Bureau:
  
  This letter is to inform you that Grasten Power Technologies, LLC has carried out to my satisfaction the resolution it proposed for my complaint, filed on 6/23/2023 and assigned ID ********.
  
  Regards,
  
  

• Initial Complaint

  12/02/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a new generator from this organization and upon the first use it failed . They have a service organization to address any issues and I was assured of this during the sales process . I called and reported the failure and was assured a service appointment would be set up and a technician would be dispatched . I subsequently called as a follow up to my original request , Nov 7 2022 and was told a part needed to be ordered . I waited another two weeks and called again and the service manager , Nick said he forgot to order the part but would do so that day , on or around Nov 20 2022 . I called again on Nov. 30 and spoke with the a representative and explained my situation and she said a Vice President would call me the following morning and no representative from the organization has since called or emailed . I sent a email requesting any communication from here on out be via email and mentioned I feel this is now a breach of our contract .

  Business response

  12/02/2022

  We made contact with customer this morning. The fault was caused by a Natural Gas Issue. The gas company has an EFV valve and this valve shuts off the gas to the house and generator when it detects a leak. The customer has a large 48kW generator and had several furnaces running at the same time so the EFV valve tripped and this shut off the gas as it assumed there was a leak. There is no leak but the demand caused the EFV to trip which happens sometimes. The customer had to relight pilot lights and this is one more reason its the EFV valve and not a gen issue. *********** has been notified of the issue, we are working on getting gas company our before swapping said part on the generator. We believe its a gas issue and once EFV valve is upgraded no part will need to be changed. Unfortunate *********** is slow, and only one team works on the EFV valves. We made contact with customer today and he said he would give us a chance to prove its the EFV valve. We are trying as hard as we can to get customer up and running.

  Customer response

  12/08/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********* and have determined that this proposed action would not resolve my complaint.  I only had two options those being to close the case as resolved or reject the claim by the company . They have been working diligently to get the issue resolved but it does seem to be a gas supply issue . As soon as a rep shows up from the gas company and resolves the supply issue we should be good . Please note I originally called the gas company and they refused to send out a rep until the generator issue * *** **** * was resolved . Grasten is working with the gas supplier , whom they are familiar with to resolve this issue . As a result we are close to resolving the issue . 
  
  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. ↩