P S P Products Inc

Review: In June of 2011, a contract was made with [redacted] Power ([redacted]) to have installed a "Connection Hub" transfer switch for use with our portable generator. [redacted] contracted with [redacted] to install the Connection Hub as supplied by PSP Products, INC. No warranty information or manual was left with us, just an overview of how to plug in the generator. In June of 2012, [redacted] sent a letter (just after we sent them our final payment) that they would not be responsible for the unit and to call PSP for any service or product needs or questions. Just prior to May 20, 2013, our Connection Hub caused a loss of power to our entire house, we put in a service call to [redacted], not knowing it was the transfer switch that had tripped. On May 20, 2013, I phone PSP to inform them of the issue. [redacted] took my call, information and proceeded to state that there was nothing that she was going to do as they did not install the product. She did add that they had known of this product having a type of defect in them (which was being repaired by installing a [redacted]), they had not sent out any notifications, had not made any reports and was not going to do any type of recall. She added that they had made repairs on an "as needed" bases however refused to provide me any assistance. She stated that it was up to me to find an electrician to make the repairs. At the time, I was unaware that [redacted] (out of [redacted]) had performed the installation. She stated that she would try to assist with finding an electrician. Never heard Back! I called again in June (I apologize that I do not have that date) and spoke again with [redacted]. She stated that she would have **. [redacted] call me and provide some guidance. Never heard back!

On July 2, 2013, I called [redacted], who confirmed that the install was performed by [redacted]. I called [redacted] and spoke with [redacted]. She was congenial, stated she would contact **. [redacted] with PSP. Never heard back from any of them.

Today, August 1, 2013, our Connection Hub has tripped our house for the 3rd time. To add to this, my aunt, who lives on our street is now having this issue with her Connection Hub. Her next door neighbor had this issue last fall, PSP replaced his Connection Hub. I made a call again to [redacted], who states that my aunt and myself will have to pay for all parts and labor. I called [redacted] at PSP, she states that the neighbor who did not pay for his replacement and labor basically "refused" to pay.... and they didn't pursue payment! I have asked once again for **. [redacted] to call me and again, he has not.

Where do I go from here? I have an electrical device on my house that is suppose to provide me protection from loss during a storm/power outage, yet I come home to no power only to find that the device has tripped my circuits. I am being told that I am responsible for all repairs and labor. I don't agree.Desired Settlement: I am seeking repair/replacement of this device at no charge, as well as my aunt who I have spoken to them about today (August 1, 2013) She is elderly and relies on this generator in the time of need.

Business

Response:

PSP products is a distributor of the transfer switch in question and sold the product to [redacted] Power with a ONE YEAR WARRANTY which is issued by the [redacted]. of the product, [redacted] Power sold and installed the product for NINE Years until June of 2012 when they stopped selling or servicing the product. [redacted] power sent a letter to everyone who purchased one of these products and stated we were the distributor of this product and would supply parts for service if needed. We sell parts to all of the installers of this product so they can service them. We offer a fuse kit upgrade that came out last year for $189.00 installed by the contractor network around the state. This is an optional item and not a requirement for the unit to continue working. Sometimes a unit would blow a fuse when a major surge came through the Utility lines and this stopped that from happening. The customer took that statement as the product was defective and ran with it. Even though the product was one year out of warranty she refused to pay for a service call, or any parts needed to repair the unit. I don't know of any company in this Country that would send out a service truck for free, do repairs and furnish the parts for free when the item is over a year past the warranty date. We have over 5000 of these installed in VA. and still have TWO Electric Coops selling them on a regular basis and have been for over Five Years. If there was a problem with the product no Utility would continue selling and servicing them with their name attached. [redacted] Power made a Corporate Decision to get out of the generator business after 12 years of installing them.

VP SALES

Consumer

Response:

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]

Review: [redacted]

I am rejecting this response because:

I find **. [redacted]'s response less than truthful. The product would not require an upgrade kit if the product had not had reported issues/concerns/problems with the product. His response directly conflicts with his employee's conversation. I do feel that it is unfortunate that I have a product that I cannot trust in its current state. I have not been offered any pricing by him or his employee, he has never spoken to me. He has not taken the time to have a single conversation with me.

While I am not at all satisfied with this product, his business practices or the trustworthiness of his company, I am going to take necessary steps to insure the safety of this product. I will contact a contractor on my own to have the product evaluated and restored to a safe, working, trustworthy condition.

Regards,

Business

Response:

#1- She was quoted a price of $189.00 by [redacted]e for the service call which also included the fuse upgrade kit, plus any parts that might be needed to repair the switch , which the fuse upgrade kit has nothing to do with why it's not working.

#2- There are thousands of these switch's on [redacted] Power customers that are working every day without the fuse upgrade kit. The fuse upgrade was a running line change on all product built after 11/1/12. Any product built from 2003 has the old fuse type which is what she has.

#3- Only [redacted] Power approved contractors are allowed to pull the electric meter to work on the switch which in her area is [redacted].

Consumer

Response:

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]

Review: [redacted]

I am rejecting this response because:

From: [redacted]

Date: Wed, Sep 18, 2013 at 8:42 PM

Subject: Complaint [redacted]

To: [email protected]

Dear **. [redacted],

I am incredibly disappointed in the Revdex.com or either I was not clear on what you could do for me.

In the complaint referenced above, your organization did nothing except allow **. [redacted] with PSP products to lie. He never informed me of a thing. He would not return my calls. He spoke with [redacted] at [redacted] and did not provide her with this information (as she has shared with me) and she was unaware of any "upgrade" kit for $189.

I have since had [redacted] come out to my house to trouble shoot my Connection Hub.

I certainly hope that you post my complaint, but please do not post that it was resolved by the company. They are dishonest people. I have the concurrent notes with dates and times of who I spoke with and the conversation.

I am moving on, not because they are right, but because they have insulted my integrity and intelligence. I am satisfied with the service from [redacted] and it is a shame that they will even say that there have been issues with the Connection Hub.

I ask you.... if there were no issues with the Connection Hub, why would they have had to come out with an Upgrade Kit? think about it.

Thank you for your lack of help. I am really disappointed in your purpose as well.

Regards,