Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

• Initial Complaint

  Date:10/21/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On October 14, 2024, Generx sent a team to install our new generator. The team of 3, one of whom was an electrician, arrived at 9:00 and did not complete the job until almost 6 PM. The electrician installed a new electrical box to accommodate the new requirements of the generator. During the process, ****************************** cut power to the house. When the power was re connected, about 4:30 PM, we discovered our living room ceiling fan did not work. The electrician tested the source for this fan and told us we no power to it. He stated, I do not know how to fix this. When he tested the new generator, it made a loud noise and started smoking he shut it down and told us that it was a factory defect. He then called his supervisor, who walked him through what the likely problem was, and he was able to fix that, and the generator ran fine. The next day, Tuesday, October 15, we discovered that our gas water heater had no power to it, either. We by- passed the wall plug, and plugged it into another outlet, and it ran fine. So, this circuit was also no longer working. We called the director of the GenereX, and ******* told us he would get right on it. We never received a call back and have received no further communication. We also called our sales agent, Seven ******, who told us the team was very busy, and we should have checked the hot water heater before the team left. We received no further communication from him either.

  Business Response

  Date: 10/21/2024

  Hello Veta!

  ******* is reaching out to you again to schedule a technician to come by and take a look at the circuit in question. We apologize for the inconvenience, our staff was dealing with their own personal items after the storm and we had not been back to full capacity until now. We look forward to resolving this for you. 

  Thank you,  - GenerX Management 

  Customer Answer

  Date: 10/22/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  **** ******

• Initial Complaint

  Date:10/21/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We purchased a whole house generator from this company in April 2024. Never had the opportunity to use it until ******. The power went out and the generator started. It ran for an hour and that was it. I got a code of 1902. I tried reaching out to the dealer and my sales person, nothing. I called ************* they said this particular code needs to be handled by the dealer. Called and called until I got a person. I had to pay $350+ to get them to come out within 72. They didnt. I had to call back like a lunatic and they came out. They said the wires on the battery were loose and that was the problem. The unit ran its own test, it failed got the 1902 code again. I have called 3 more times and they said it will be up to two weeks before they can come out. Doing some reading, sounds like this is a known issue with these units. They sold me a defective product. I want it in working order, even if it means they need to replace the unit at their expense. I should not have to pay again or wait weeks for service. It never worked!!

  Business Response

  Date: 11/04/2024

  Hey ****!

   

  Thank you for taking our call tonight. We sincerely apologize that GenerX Generators has not met your expectations and that your Generac generator failed to work during Hurricane ******.
  
  We see that you reported a 1902 error code on the 10th. Given the widespread impact of the storms, the manufacturer, *******, sent multiple teams into the market to assist with maintenance and repairs. Your repair was dispatched to the *************** team, and they informed us that your generator had been repaired. However, we see that this is not the case, and we will work to get you scheduled as soon as possible.
  
  You have our direct extension, so please dont hesitate to reach out if you have any further questions or concerns.

  Customer Answer

  Date: 11/25/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

  Generex refunded my $359 for a service call and scheduled the repairs for today 11/18.  The technician said the unit is repaired and running properly.  I appreciate the BBBs help, otherwise nothing would have happened!  Well see if it works the next time the power goes out!  Thank you again!

   

  **** *******

   

• Initial Complaint

  Date:10/15/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  10/10/24 Requested an emergency service call for our newly installed Generac when it did not turn on after loss of power due to Hurricane ******. This system was installed by Generx earlier this year. I paid the $359.95 charge to initial the emergency service request. I was told it could take "up to 24 hours" for dispatch to call. I did not receive a call from dispatch until 4pm on 10/12/2024. I was told we were on the schedule for 10/13/2024. Noone showed up and we still have not received a call from dispatch or a visit from a technician. I called Generx again on 10/14/2024. The call center "sent a message to the office requesting someone to call me". I have not received ANY communication from Generx. Our power was restored by *** on 10/14/2024. We have not had power for five days and Generx did nothing to help us. They did not support their customers in an emergency situation. It was impossible to speak to anyone at Generx directly.

  Business Response

  Date: 10/17/2024

  Dear *******,
  
  Thank you for taking the time to share your experience with us. I sincerely apologize for the frustration you encountered regarding your emergency service request for your Generac system.
  
  We understand the importance of reliable support during emergencies, especially after a significant event like Hurricane ******. I regret that you did not receive timely communication or service during this critical time. After you initiated your emergency service request, we aimed to provide assistance as quickly as possible, but its clear we fell short in your case.
  
  During this unprecedented event, we received over ***** emergency requests in a timeframe when we would typically receive fewer than 10. This influx of requests overwhelmed our systems, especially as nearly ****** generators were running. Our infrastructure was simply not designed for a 100-year storm, and while we made every effort to respond to all requests, I understand that this did not meet your needs.
  
  I understand that you received a call and were scheduled for a visit, but no one showed up. This is unacceptable, and I am truly sorry for the lack of follow-up and support you experienced. We strive to ensure our customers feel supported during emergencies, and I regret that we did not meet that standard for you.
  
  In light of your experience, we have processing a refund per your request. Your feedback is crucial for us to improve our services, and I will ensure that this situation is addressed with our team.
  
  If you have any further concerns or require assistance moving forward, please reach out to us.
  
  Thank you for your understanding and patience. Please pray for all the families so significantly impacted by Hurricanes ****** and ******
  
  Sincerely, GenerX Management 

• Initial Complaint

  Date:10/15/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a Generac standby 24kw generator from them. I purchased the extended warranties, service plan, and all of the warranties for the batteries, etc. They serviced my unit three weeks ago. However, once we lost power, they are nowhere to be found. I have been calling for three days. I paid a $400 emergency fee, and I have yet to receive a call back from them at all. There is a power relay issue with an electronic board that sends 120v back to the battery which is required for the generator to continue to operate. I cannot get the part because they are the distributor for the entire area. I have been on the phone with Generac corporate. They have sent multiple emails to them with no response. The entire company has ghosted everyone, and this is not what I paid for in my monthly service plan. This is ridiculous. If they don't have contingency plans or don't plan to be able to service their generators, don't offer one or charge for it! Complete breach of contract for the service contract, and now, I have paid a $400 fee with still no help in sight. Beyond ridiculous. Bad business, and they obviously don't actually have a support department because they are using a calling message service to take calls. No one from their company is supporting the units. I have mom and pop shops calling me back even though GenerX won't. Buyer beware!

• Initial Complaint

  Date:05/01/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Date of transaction: 3/22/2024 Amount Paid: $619.95 Service to receive: Oil change for our generator Hi, I paid for the annual maintenance plan for our generator $619.95 and scheduled an oil change service for April 5th 2024. However, I did not receive any service or communication thereafter except the payment invoice, I tried calling their office several times but it gets disconnected after the automated message and number choices it prompts to take. At this point I feel I have been cheated of this amount. I want a refund back or provide the service they promised for the money that I paid.thank you,****

  Business Response

  Date: 05/16/2024

  Hi ****!
  
  Upon investigation, we identified that human error contributed to the oversight in scheduling your service. On May 1st, we promptly dispatched our technician, *****, to your location to conduct the necessary maintenance and ensure that your generator is fully operational in the event of a power outage.
  
  In the future, please follow the link below for our 24/7 *******************
  
  ****************************************************
  
        Thank you and have a great day! 

  Customer Answer

  Date: 05/16/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *********************

• Initial Complaint

  Date:03/15/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On 4/16/2021, I purchased a 3-year **************** Repair Agreement - 3 Year Repair/3 AMS for $3,110. This contract will expire next month on 4/16/2024. To date, I have received the 1st AMS on 4/11/2022 and the 2nd AMS on 4/17/2023. I have been trying to contact Generex to schedule my last (3rd of 3) AMS before my contract expires. I have called several numbers and get the same recorded message each time. Go to our website www.FixMyGen.com to schedule service. When I do so, I get a page that lists 3 service options - one for $359.95, one for $409.95 and one for $619.95. I do not want any of these options. I want the ************************** for which I already paid.My generator is 11 years old. In addition to the original price (approximately $12,000), I then purchased a 5-Year **************** Agreement in May 2013 for $1795, a 3-Yr **************** Agreement in May 2018 for $2,313 and a 3-Yr **************** Agreement in April 2021 for $3,110. All tolled, I have spent approximately $20,000 with Generex. During the 11 years I have had this generator, I have never requested ANY covered service other than the annual maintenance. I purchased 2 batteries during this time which were not included in the **************** Agreements for which I paid out -of-pocket.I have kept my side of the contract. I expect Generex to keep their contractual agreement with me and schedule my last ************************** before my current contract expires on 4/16/2024.

  Business Response

  Date: 03/25/2024

  Hi ****,

  Thank you for bringing this to our attention. I believe we have been in contact with you since and have corrected all of your concerns. Please let us know if there is anything else we can do for you. Thank you!

  Customer Answer

  Date: 03/26/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

  While I still think the GenerX website could use some improvement regarding Customer Contact options, once I reached someone, my needs were addressed quickly, completely and professionally.

  Let me end by saying the purchase of my Generac Generator from GenerX was the best money I have ever spent. I recommend both the generator and the Company GenerX.
  
  Sincerely,
  
  **** Creek

• Initial Complaint

  Date:02/09/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Generx installed a generator at my home in November 2023. The installers did not tighten a fitting on a propane line causing me to lose over half the propane in the tanks. They did send someone out to correct the problem which was great. The technician took pictures of the fitting and the propane levels in my tank. I have called and emailed numerous times to have the tanks filled back up to no avail. I should not have to pay for the propane since it was no fault of mine why the gas leaked out. I put replacement in the field for settlement for the replacement of propane that was lost due to the fitting not being tightened.

  Business Response

  Date: 02/12/2024

  Hey *******! We apologize for the confusion here regarding the propane fuel for your project. As you stated, we came out to rectify the problem right away and had no intentions on not replenishing or refunding you for the lost fuel. It looks like there was a miscommunication on our end where we were waiting on a paid invoice from you showing you had the fuel refilled so we could reimburse you for such. The team is reaching out now to clarify, and as soon as you can send that over we will get that reimbursed for you. We apologize for the inconvenience and confusion. Thank you! 

• Initial Complaint

  Date:05/16/2023

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Three main complaints: (1) Relays failed after 3 years since new. Replacement was $833. (2) Engine valve lash adjustment is required after 70 hours of run-time, but not clearly noted except for owners manual. This required valve adjustment should be stated clearly to the owner, not buried in the pages of an owner's manual. (3) Battery replacement recommendation is every three years ($295 plus $80 labor). Again, this should be stated clearly to the owner, not buried in the pages of an owner's manual.

  Business Response

  Date: 05/17/2023

   

  Hey ****!
  
    Were sorry to see youre not happy with ** at GenerX and we take BBB concerns very seriously.
  
  Would you believe your generator project was completed three years and one day from your last service, and according to our records your generator has 170 hours of runtime.
  
          Its wonderful to see youre getting your use of it.
  
  Were sorry the ********************** Modules (Contactor) failed and unfortunately only carry a one year warranty. Like the generator, we at GenerX dont manufacture them, Generac does, and we feel your frustration but the warranty is only twelve months. Only for clarity, the two Power Modules were $533.00 installed, not the $833.00 referenced on your concern.
  
  When we perform the startup of a new generator, we tell every single customer about a dozen important items. Where we suggest keeping the key, how to check the oil, when and what services are recommended, what not to do in an outage, how to top off oil and things like that. In that conversation you shouldve been told about why we recommend a battery replacement before it dies, instead of when you need it during an extended outage, when oil should be checked, topped off and changed, and your first valve adjustment at 25 hours. Were not perfect by any means but all these items are on our checklist and very few people have been surprised when we recommend the battery replacement (Due To Age) and valve adjustments after the first 25 hours.
  
  Were sorry again youre not happy with our performance but please let us know how we can make this better for you and all our other customers.
  
       Thank you for reaching out and have a great day! 

  Customer Answer

  Date: 05/19/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *******************

• Initial Complaint

  Date:01/12/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On August 21, 2021, I *****************************, purchased a Generac Generator from GenerX Generators for $14,694.00.Additionally, a five(5) year maintenance agreement was purchased on the above date for $1.350.00. The generator as well as the service plan was paid in full on the installation date of 8/21/2021. A total of $16.044 was paid to GenerX Generators.In August 2022, GenerX Generators sent a technician to service the above generator. On September 28, 2022, Hurricane *** lands in ******* causing a loss of electrical power in **********, *******. The generator activated at 5:30 pm and operated until 2:00a.m Thursday, September 29, 2022.Once the storm subsided and I was able to check the generator to find out why it had stopped working;the generator was opened and an error message was displayed on the control panel of the generator.Additionally, I observed an overflow of oil in the drip pan at the bottom of the generator.All attempts to contact staff at GenerX Generators failed, Finally after several attempts to talk with someone to rectify the situation I was advised that I could NOT schedule a service date to service the Generator unless I provide a credit card for payment.At the time of purchase on 8/21/2021, I purchased a five(5) year maintenance package for $1.350.00.Unfortunately, an inexperienced service technician serviced my generator improperly causing the generator to malfunction. I paid GenerX Generators a total of $16,044 for the generator and a five(5) maintenance plan.A loan was taken from my credit union Diversified ********************** to pay for the generator. I am still /.paying a loan on an inoperable generator.I have called and sent letters regarding the above matter have been sent to GenerX Generators they have Not called me or sent correspondence about the Generator. Thus, I am appealing to the Better Business Bureau to help resolve this problem of replacing my New Generac Generator.In short, I am confident this matter can be resolved with BBB's assistance. My generator malfunctioned due to an inexperienced technician. This has been an expensive and unpleasant experience. I wish to move forward in resolving this matter.I have receipts and pictures but I don't know how to upload them to my laptop .

  Business Response

  Date: 01/12/2023

  Hi ********! We are sorry to hear that your generator did not work as expected. We have reached out multiple times and sent multiple emails to you in order to rectify the situation. We have not received any responses back yet. We even sent one today at 1:29 PM. Perhaps our replies are going into your junk or spam folders? Your maintenance agreement for $1,350.00 is only for annual maintenance services. Meaning preventative maintenance. You have a mechanical issue that has happened and that is a separate process and procedure in itself. Your generator is under factory warranty and we expect the issue to be resolved under such guidelines which would be at no cost to you. However until we are able to come out and diagnose this situation we cannot confirm that. We require a credit card on file in order to schedule a technician for a diagnosis so that in the event that the issue is not a warrantable claim, you are charged for the diagnostic labor. We understand you refused to give a credit card or set an appointment. Again your card will not be charged unless the unlikely event that the issue is not covered under your warranty. You can reply back to any of the emails we have sent you to schedule this, or feel free to call us at ************. We would love to help you! Thank you. 

• Initial Complaint

  Date:12/13/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a full house generator from Generax in 2017 FOR $10,000. It is serviced every year at a cost of approximately $436. When hurricane *** caused my power to go out the generator went on but died about 18 hours into the event. At no other time was the product used.As per direction of the company it is run every week to test the system. When a technician came he said I had corrosion in areas and that led to the breakdown. I was also told a part had died. When I inquired why a product costing so much would fail, even with normal service every year, I was told that was common. This company's product is used throughout ******* for the reason I stated. Some use it for medical reasons. I believe the company gave me a defective product and they will not stand by their product. I did everything I was supposed to do and this very expensive product failed to work. In turn it cost me hundreds of dollars and now the company is charging me $541 extra as a bill for the work. **************** has been unresponsive on numerous occasions. I have copies of all bills

  Business Response

  Date: 12/14/2022

  Hey ****! 

  We are sorry to hear your generator did not operate longer than the 18 hours you were able to use it during the Major Hurricane ***. We see here your generator was installed back in 2017 therefore it is no longer covered under warranty. We are not the manufacturer, we do not make the unit. We sell, install, repair, and maintain units. Mechanics are, well just that. They are mechanics. It is very unfortunate, but things break. I see we came out and made all necessary repairs to your unit to get it back in it's working condition, however you have refused to pay for the work done. You state the generator is not in working condition, but in-fact it is. You had your propane tanks empty therefore we could not further go additional testing for you. As explained to you the last time we spoke, if you now have your tanks full of fuel we will come out for no charge to run your unit for you, however your outstanding bill of $541.81 needs to be paid in full prior to us coming back out. Those parts were installed, and our work was completed. The balance is owed, and if not paid we will seek our legal options including but not limited to a lien. Thank you!