Power Equipment Direct — Local services in Bolingbrook

Total disaster dealing with Electric Generator Direct DBA Power Equipment Direct. Communications I had with them follows: Your email states: 1 “We are sorry the item you purchased didn't meet your needs. “ Reply: I am sorry your logistic department did not meet your needs delivering the correct Generac 24kW generator I ordered and paid for. Instead, they shipped a Generac 22kW generator that I am having to deal with returning because the logistics department mistakes. 2 - “Your return must be received by September 07, 2024, to be approved. “ Reply: I suggest the logistics department gets moving because if it is not there on time is because they cannot get shipment or return pick-up process right. The wrong 22kW generator could have been picked up the same day it was delivered to my property as I notified Electric Generators Direct (the same day it was delivered) August 23, 2024, at 1:25PM. I have been waiting for this RMA since the day the wrong Generator was delivered. Hence the Item EGD needs to pick up is the 22kW as shown on the Pictures I sent, 3 times via email and via SMS, on August 23, 2024. Not the generator stated on the attached RMA. Furthermore, the 22kW generator is inside my garage blocking the spot where I park my vehicle. Had the generator been on the curbside 5 days by now, it would have been stolen. Please schedule pick up for Thursday, August 29, 2024, between 2:30PM and 6:00PM. I appreciate the courtesy of confirm pickup. If you would, please also have the courtesy to call me at least 1 hour prior to pick-up. On 08/27/2024 at 12:01PM Open Ferg Datax, as shown on my mobile caller ID, called me out of the blue stating they were parked in front of my property to pick up the generator that was never scheduled and I was never notified about. Additionally, your logistics department had not yet provided the required RMA number to affix to the box, as I have been waiting for this email with the RMA information. The only reason I finally got the RMA was because I had to call daily to get things in motion. 3 - “Once these photos are received and reviewed, we will contact you to schedule the pick-up for the return shipping.” Reply: Pictures were provided. They were also confirmed received by Tonya on August 23, 2024, and confirmed it was the wrong generator while we were on the phone. By now EGD had 5 days to re-review pictures. Regardless, I attached 3 of them again, to this email. On 08/29/2024 at 1:53PM I received a call from the transport company that they were 10 minutes away and that if could not be there they would have to reschedule. I dropped everything at work to make a 30-minute drive in 10. When I got home the truck was not there. I called him back and he told me he was making another pickup before mine. On 08/30/2024, the 24kW generator was delivered right against the garage door without someone being present to sing, as requested and agreed in my email response. I had now a crate blocking the vehicle path. With the help of my wife, it took us 2 hours to move a 530 pound create using 2x4’s and a car jack to slide the generator out of the way and be able drive my vehicle out. On 9/2/2024, at 10:55AM R+L Carriers sent me the following text “R+L Carriers We are processing a shipment from 'POWER EQUIPMENT DIRECT' under Pro # XXXXX. We will deliver your shipment, someone must be present, on 9-04-2024 between 9:00am-1:00pm. Send '049 YES' to confirm appointment or '049 NO' for another date. Thank you” The 24kW generator was delivered 2 days before them sending text to schedule delivery. I conclusion, this was the worst experience I had ever had. Would I ever buy anything in my life from Electric Generator Direct/ Power Equipment Direct....

This company does not stand behind the generators they sell. They fall back on “if the machine is gassed and oiled it is against Federal regulations to ship.” I am local and they still wanted nothing to do with my failed machine after 3.5hrs of runtime. They referred me to the manufacturer. At the minimum, Generators Direct should have made a few phone calls to get the ball rolling on the next steps when a machine fails. The customer service is so POOR I had to make the call to Generac which took over 2 hours. Buy from a local rep who will “go to bat for you” when a quality issue occurs.

Backstory…. The Generac XGE8000E was recommended to me by the expert at Electric Generators Direct based on my needs. I was looking for a generator to use on the jobsite a couple times a month to run our welder for field welding. We previously rented a Honda 10000W from a local rental company and the rental bills justified an investment in our own generator. The generator was picked up-- since I am local to the warehouse-- on 7/26, assembled on 7/27 and used for the first time on 7/29 (3.5hrs run time). Everything up to this point went smoothly. On Monday 8/1, at the same jobsite and performing the same task, the generator would not run properly when a load was applied. The failure mode on the machine was the choke would vibrate out in idle. This caused the machine to run too rich when a load was applied. The engine would stop running. I immediately questioned the quality of this machine. I did not want this machine anymore…it was not reliable. My first order of business was getting my crew back to work so I arranged to have a rental Hona generator delivered to the jobsite. My second order of business was to call EGD to exchange the generator so I can continue on the job. I wanted to exchange for the professional series Honda 10000W…a generator I knew was reliable. As I stated above, EGD wanted no part of standing behind the quality issue. I was told 3 or 4 times, “it is against federal regulations to ship a gassed and oiled machine.” After I persistently stated I would drive the generator to the warehouse, the lady rudely said, “we can’t fix the generator here and we can’t accept a return. You need to call Generac” As of 8/3 my generator is still at a Generac “Signature Service Center” being diagnosed and repaired. First the Carburetor was replaced, now a thermostatic switch. I have been renting a Honda ever since. I have spent 8-10 hours on the phone with EGD and Generac. It appears I have no choice other than to accept this generator back once it is repaired. It will never go back out on the job since it cost me thousands of dollars and I have zero confidence in the performance. Buy local, Buy from a company that stands behind...

I purchased a split a/c unit online April 2018. The equipment heated and cooled until early 2019. When the unit outside stopped cooling in early 2019, I contacted power equipment direct and was advised to have a technician come out to complete a troubleshooting review with an LG tech (which took a lot of time). The service call was charged to me and a part was ordered (free of charge). I googled the part and when I read about the part, I worried that it would not fix the problem. When the part came in, my a/c technician had to be called for the installation and the service charge had to be paid for by me. It took a very long time to troubleshoot with LG again (making my labor charges very high) . The part did not fix the unit! I was then told by Power equipment direct (TJ) that I needed to call the tech back to complete a warrantee form (this had to be done by a technician). I now have three service calls for a licensed technician. It is very hot Alabama weather (now June 2019). It has been an expensive journey. Today, after I called and emailed for a follow up, I was told by TJ, that the indoor unit was not installed at 6.5 feet from the floor (it is 5'). TJ advised I would have to again get a tech to reinstall the indoor unit (which is working), and I have now spent more than a new unit will cost on Tech fees. I'd say this warrantee is quite unreliable and very costly. I'd think the installation of 1' difference should have been discovered before all of my tech charges were imposed, if that were to void my warrantee. Buy your unit local where someone's reputation depends on standing by a warrantee. I will now have to buy a new unit, because another tech fee will only cost me more money, and there will be another reason to void the warrantee. I am out thousands and very heated (quite literally) in Alabama!

As a follow up, my home systems warrantee did stand by their promise and covered to replace this unit! After having a technician inspect the installation, they found no problem with how the unit was installed! PED would offer a free little part that didn't work, but would not stand by their product after knowledge that it would need to be replaced. Instead wanted to blame installation. So thankful I found help! I am now in the cool and NO more...