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:08/19/2025

  Type:Customer Service 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.

  Late April GenerX Generators installed a unit, gas line put in place and hooked up. Electrical scheduled to be done. Unable to run electrical through attic had to go underground. Large pipes was place throughout the property so inspectors can see the underground piping. I have 4 inch pipes about 9 inches tall sticking out of the ground in several places, After many attempts, emails, leaving voice messages the building inspector was scheduled to do final inspection on 8/7. Again the project was started back in late April. Building inspector yellowed tag the unit because the was no final done on the gas, after several days and after sending another email to the office the final gas inspection was completed on 8/13. The building inspector only needs a phone call and he will be able to pass the final inspection from his office as stated on the comments he left on the permit GEB-25-******. As of today 8/18 the final still has not been completed. I still have pipes stick up out of ground. Once the final is completed the company can back fill the holes where the pipes are places as stated in the last email I received from the installation coordinator. It's been all summer with this mess in my back yard. I want my project completed and my landscaping returned back the way is was before project was started. No project should take 4 months to complete no matter what time of the year it.

  Business Response

  Date: 08/19/2025

  Hi *******, 
  
  As you know, there were many challenges getting the City of ***** to complete inspections on your project in a timely manner. 
  
  Their inspection portal was broken for some time, and many of our inspection requests were not fulfilled by them, or not at the scheduled time.
  
  Although we can appreciate how frustrating that has been for you, this was out of our control, and we're equally frustrated with the situation. 
  
  We actually sent our permitting personnel to the building department several times to attempt to resolve this in-person.
  
  Ultimately, We have completed the install in a timely manner and left you with a working generator within the proposed timeline.
  
  We have now passed your gas and electrical inspections, as of 8/13, and are ready to remove and backfill your site tubes.
  
  Someone from our scheduling team will be reaching out to you to confirm that we will be there on the afternoon of Thursday on 8/21
  
  If you need any further assistance, please reach out to us. For quickest responses please reach out to us directly at ****************** or ********************.

  The GenerX Installations Team!

  Customer Answer

  Date: 08/20/2025

   
  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:08/04/2025

  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.

  In 2020 *********** installed a generator at my house. I found out this year that they. never had it inspected and let the permit expire. I contacted them in March and they re-opened the permit and called in for inspection. It failed both electrical and gas inspections. Nothing was heard and they stopped returning calls. On July 24th I finally reached them and 3 people assured me they would get this taken care of this week. Never heard from them I was also promised a call from the Director on July 25 never happened.They need to get this to pass inspection and the permit closed as I can not get an electrician to work on my house with a failed expired permit.

  Business Response

  Date: 08/08/2025

  Hello *******! We apologize for the confusion on your project. Your inspections were completed and passed the day after your installation occurred. The County simply made a clerical error and never updated your permit and closed it out. We have spoken to the county and your permit is now closed reflecting the passed inspections the day after your installation. Thank you for your business! 

• Initial Complaint

  Date:07/31/2025

  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 02/04/2023 I purchased a standby Generac Generator from Generx in ****** Fl. The generator was installed in April of the same year. The generator appeared to function okay in standby mode with the weekly tests running as they should. Hurricane ****** came on October 9th and the generator sputtered, then shut down leaving my family in darkness and without air conditioning overnight. The following day Generx gave me instructions to reset the generator and it ran but not optimally. The generator failed to respond with each power outage. During the annual service call, the technician discovered that the generator pressure was 0.5, while it should have been 8-9. He suggested that I contact TECO about the pressure. TECO recommended that Generx should install 2 regulators on the gas line; one for the house line and one for the generator. My many attempts to schedule a follow up call to Generx resulted in ghosting, promises of call backs, and many weeks passed by without a follow up call. Generx gave an estimate to install the 2 regulators for $619.95. We agreed that I pay 50% of the cost. On July 1st, Generx technician came and installed one regulator on instead of 2 and installed an incorrect regulator for propane rather than for natural gas line. On July 2nd, I called Generx to report that the red light was on the generator. For 3 weeks, I chased Generx on the phone to no avail. I then called TECO who inspected and rejected the propane regulator and recommended a licensed plumber to install the right regulators. I hired the **** recommended contractor to install both regulators, which he did on July 25. The red light is still on the generator, and I need my $320 refunded for the bad regulator. No one at Generx responds to a phone call or messages. They promise to call back but never do. I hope BBB can get them to finish the job before a hurricane hits ******* again.

  Business Response

  Date: 08/04/2025

  Dear ******,
  

  Thank you again for taking the time to speak with me. I want to personally apologize for the experience youve had and assure you that we take your concerns very seriously. At GenerX Generators, our goal is to provide 5-star service to every customer, and its clear that we fell short in your case. While your generator appeared to function properly during initial testing, the issues during and after Hurricane ****** were understandably frustrating and unacceptable.

  We have scheduled a technician to come to your home on August 8th to address the red light issue and fully inspect your system. During this visit, we will also simulate a power outage to confirm your generator responds correctly and is storm-ready.
  

  Regarding the regulator installation: Based on your feedback and the **** inspection, we understand that the wrong type of regulator was installed. Once our technician completes the service and you are completely satisfied with the system's performance, we will issue a refund of the $320 you paid for the incorrect regulator.
  

  Please know all incoming and outgoing calls to our service department are recorded. Our records show the most recent call from your number *************) was on July 8th, where you did speak to one of our service agents. We encourage you moving forward to contact us through our direct service line at ************, which ensures the fastest response.
  

  You now have both my direct office number and my personal cell phonethis is part of our renewed commitment to communication and accountability. We appreciate your patience and the opportunity to make this right.
  Sincerely,

  *****

• Initial Complaint

  Date:06/30/2025

  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 have a Cobalt XT HF Quad CRT Defibrillatoar implanted and a monitoring system plus need my Bipap breathing machine

  Business Response

  Date: 07/03/2025

  Hey *******! We are sorry for the lack of communication here. As you know the schedule of your installation was interrupted by the weather events we have been having in your area, as you requested we did not do certain work because of the weather. Our office will be in contact today to schedule the remaining portion of your project and get this taken care of. Thank you, 

  Customer Answer

  Date: 07/17/2025

   
  Complaint: 23537736
  
  I am rejecting this response because:  T Generx electrcian came late in the evening of July ******* and said it would take 3 hours to do the job and would be back Monday July ******* at 9 AM.  they never showed.
  

  
  

  Sincerely,
  
  ******* ******

• Initial Complaint

  Date:05/30/2025

  Type:Delivery 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 May 2nd 2025 a 18kw generator was installed at my residence and the installation was completed on May 3rd. Two Hillsborough County inspectors were scheduled for May 23rd to complete the final plumbing and electrical inspections, both inspectors failed the project due to multiple fuel leaks, loose electrical connections and the unit placed too close to windows in the home.I have sent multiple emails and placed several calls to Generex with no response from anyone. This needs to be corrected immediately, the company has already been paid in full for the project.

  Business Response

  Date: 06/19/2025

  Hey ****! We apologize for the inconvenience here with the return trip. As you know since this review we have since returned to your property and made all of the necessary corrections and spoke to the inspectors. Since then both of your inspections have passed and your permit is now closed. Thank you again for your business!  

  Customer Answer

  Date: 06/20/2025

   
  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:04/16/2025

  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.

  AFTER HURRICANE ****** CAME THROUGH 10/09, MY 22KW GENERAC GENERATOR RAN THE ELECTRIC- LIGHTS, REFRIGERATOR BUT NOT THE COOL AIR FROM THE 4 TON C/H/AC. 10/11/2024 **** *******, THEIR TECH SHOWED UP. HE DID NOT FIX THE PROBLEM INSTEAD HE BLAMED THE PROBLEM ON THE C/H/AC UNIT WHICH WAS LESS THAN 3 YEARS OLD. I OFFERED EXTRA MONEY EVEN A CREDIT CARD TO FIX THE PROBLEM, BUT NO. GENERATOR IS NOW A LITTLE OVER 5 YEARS AND i WAS IN HOPES THAT ONE DAY THIS COMPANY WOULD DO ME RIGHT AND FIX THIS GENERATOR. NOT PLAY THE BLAME GAME.

  Business Response

  Date: 04/17/2025

  Dear Mrs.******,

  We're sorry to hear about the issues you experienced after Hurricane ****** and that your generator didnt power your A/C system as expected.
  

  After reviewing our records, we want to clarify that we have no record of a service visit from **** *******. The last visit we show was by our technician ***** on 11/13/2024. During that visit, your generator was functioning properly and supplying power to your A/C system. We have records of no other service request since then. 
  

  We understand how frustrating this situation has been, and we truly want to help. We're more than happy to schedule a return visit to reassess everything and ensure your system is working as it should. At this point, well need a bit more information from you to better understand whats changed or what youre currently experiencing.
  

  Ive tried to reach you by phone and left a messageplease feel free to call us back at your convenience or reply to this message so we can move forward.
  

  Thank you again for your patience and the opportunity to make this right.

  ***** ******

  Vice **********Service

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

• Initial Complaint

  Date:04/10/2025

  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.

  We had full house generator installed in *** April 2024. We noticed it was hard starting each week during test mode (5 mins automatically). ****** ***** had this run 24/7 for 4+ days. When we had a technician come out for yearly service early in November, she found pending engine failure showing sludge for oil, clogged filters, and burnt spark plugs in less than six months! we were also told that our generator was undersized because the salesman did not take into account our brand new appliances over, dryer and washer. After noting these issues, we sent emails and called and had a new batch of staff come out and told us the generator was installed improperly, was missing components, and should never have been thick sludge, burnt spark plugs, and clogged filters. Supposedly the generator was checked once again, more components that were missed were installed, and the generator ran okay for about a week or so. Since then we have sent over a dozen emails to the manager of the field crews Professor ***** who had exchanged emails with us prior to send out his most skilled staff the last time...but they were electricians, the Sr. *********** this woman, was the same one from last time who told us we should have this ***laced, it was undersized, etc. Needless to say, we have had no response despite all these emails, service will not even talk to us unless we pay them first to come out which is insane, and the generator continues to decline with its weekly test for 5 mins hard to start, sputtering, and more.And before Generx says they fixed everything, they still have not compensated us for the wire they broke to our lamp that was in the initial ***ort's findings that we have in writing. Sad. We had to have fixed; mandated as part of HOA, could not wait any longer We are on our 12th email and even sent email to the sales *** who will not respond to our emails/PCs So much for customer service Please help with this? Undersized, bad unit/lemon it seems, and *********

  Business Response

  Date: 04/17/2025

  *******,

  First and foremost, thank you for bringing your concerns to our attention and for accepting my phone call today. We sincerely apologize for the frustration, inconvenience, and lack of communication you've experienced since the installation of your generator in April 2024.
  

  We take your feedback very seriously and are committed to addressing each of your concerns in a fair and timely manner. While we typically prefer that all service requests be submitted through our websiteto ensure proper tracking and avoid miscommunicationwe understand your situation and are here to help. We've often found that when customers reach out to individuals within the organization directly, important details can be missed without the tracking our service request system provides.
  

  Secondly, we regret that your generator has not performed as expected, and even more so that your efforts to resolve these issues have not been met with the level of service you deserve.
  Heres how we propose to move forward:
  

  Technical Evaluation-We will schedule a senior technician to perform a comprehensive diagnostic visit at no cost to you. This will include an inspection of the engine, alternator, oil system, and all previously installedor missingcomponents. We will also evaluate whether the unit is properly sized to meet your household's current energy demands.
  

  Installation Review & Lamp Wiring-I will coordinate with our operations manager to review the original work order and installation report to identify any process breakdowns. If installation errors or missing components are confirmed, we will take corrective action. Additionally, we are aware of the non-working lamp, which should have been addressed earlier. We will assess the damage and take responsibility for the necessary repairs.

  Communication & Follow-Up-We acknowledge your numerous attempts to contact both Exton and our installation team. The lack of response you've received is unacceptable. Moving forward, I will be your dedicated point of contact to ensure your concerns are addressed promptly and thoroughly. You now have my direct phone number and email for future communication.
  

  Please allow us the opportunity to make this right. A member of our team will reach out to you by phone by the end of the day on April 17, 2024, to schedule the evaluation and begin resolving this matter. If you do not hear from us by then, please contact me directly at **********************.
  

  We truly value your business and understand that trust must be earnedespecially now. Thank you again for your patience and persistence in bringing these issues to light.
  

  Sincerely,

  ***** ******

  Vice **********Service

  Customer Answer

  Date: 04/21/2025

   
  Complaint: 23187898
  
  I am rejecting this response because:

  We have been alotted 10 days to respond. The scheduling people JUST called me today to set an appt from efforts by ***** ******. The service inspection is set for May 6th and not within the 10 days alotted so rejecting at this time unless we can keep this open for longer to see if they fix, repair, or replace the generator that seems to be failing

  
  Sincerely,
  
  ******* And **** *******

  Business Response

  Date: 04/23/2025

  Hi ****,
  Thanks for your note!
  

  I reached out to ******* on Thursday, 4/17, and we agreed to send Master Tech out to assess your generator. Following our conversation around 12:29 PM, I asked our scheduling team to get in touch with him. They called shortly after, left a message, and reserved the first available appointment for you.
  ******* returned my call on Monday at 12:11 PM. I was at lunch at the time, but once I returned, I had our scheduling team follow up again. They connected with ******* at 1:55 PM and confirmed the appointment.
  

  You are currently scheduled for May 6th.
  

  Does this still work for you? Please let me know if you have any questions or if anything changes.
  

  Best regards,

  *****

  Customer Answer

  Date: 04/24/2025

   
  Complaint: 23187898
  
  I am rejecting this response because:

  ******* returned my call on Monday at 12:11 PM. I was at lunch at the time, but once I returned, I had our scheduling team follow up again. They connected with ******* at 1:55 PM and confirmed the appointment.
  
  You are currently scheduled for May 6th.

   

  
  Complaint: 23187898
  
  I am rejecting this response because:
  
  Complaint: 23187898
  
  I am rejecting this response because:
  
  I believe ***** has a few days confused. No one from scheduling tried to call me on 4/17 nor left any messages. I was in constant contact with ***** that day and I have NO MESSAGES from any appointment person that day or Friday 4/18/25 as well. And no one besides ***** was in touch that day or the following days either!
  
  So I called ***** again on Friday 4/21/25, since we are putting times now, at 9:18am and left a message for him with no response again from GenerX or ****** I called and left another message on Monday 4/21/2025 12:09 pm (spent 1.59 minutes leaving the message) with no response from *****. Then Finally, I received a call from their operations scheduling person, a nice young lady it seems, to schedule their most Senior Technician (12:36pm Monday 4/21/2025) to come on May 6th. I keep track of my time and have phone logs that cannot be altered for work.

  Sorry they got their times wrong, and apologies if I did not get mine correct, but this is what my phone showed.

  But we are schedule for May 6th, so let's see how that goes.

  
  Sincerely,
  
  ******* And **** *******

• Initial Complaint

  Date:12/10/2024

  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.

  On October 5, 2024 a State of emergency was declared and evacuation was ordered for zones a,b, and c, A cat 5 hurricane and 7 ft surge was predicted. On Oct 7, during tropical storm conditions, GenerX installed and hooked up a 500 gal propane tank knowing we could not get the tank inspected and filled before the storm. As a result, on Oct 9th, during the surge the tank anchors failed and our empty tank floated about 30 feet away incurring sea water infiltration. ****************** has red flagged this tank and deemed it unusable. I feel that GenerX is negligent by installing this generator during a declared state is emergency. They should have postponed this installation until after the storm. Instead of replacing the tank they have sent us a quote for $10,000 for a new tank and installation. I want this tank gone and a refund from GenerX for the cost of the tank and installation. We will rent a tank from the gas company. I still have 2 open permits on this generator.

  Business Response

  Date: 12/11/2024

  Hey *****,

  We are sorry to hear that a natural disaster / mother nature damaged your generator installation. Keep in mind, you couldve canceled the job, after all, it is your home. But If we remember correctly you were VERY happy to see us that day and canceling the job was probably the last thing on your mind. Most people would commend us for putting our people in ***** way to help you at your time of need but unfortunately, you dont see it that way.We truly had your best interest in mind at the time but unfortunately, mother nature had a different plan. Even 500 gallon propane tanks are no match for her wrath.. Your project was installed to all manufacturer and municipal codes and requirements. Would you have written a similar response if we had cancelled the scheduled installation as most companies who evacuated that day? We feel like this was a no win situation for our company. 

  As you said you are in communication with our representatives to help repair the aftermath of a very rare natural disaster and we would be happy to help do so. 

  Thank you, GenerX Management. 

  Customer Answer

  Date: 12/18/2024

   
  Complaint: 22660877
  
  I am rejecting this response because: no one from GenerX has reached out to me  I am attaching a copy of the email I am sending today to Will ******, Field Engineer, from whom I received the quote on 11/23.  

  
  Sincerely,
  
  ***** ********

  Business Response

  Date: 12/19/2024

  Hey *****,

  We see Will has reached out to you and has not received a response. As you know the nature of your first complaint was completely out of our control. We are happy to help rectify the situation. Thanks!

  Customer Answer

  Date: 12/22/2024

   
  Complaint: 22660877
  
  I am rejecting this response because:
  My response to Will has been forwarded to management.  No one from management has followed up with me.    
  Sincerely,
  
  ***** ********

• Initial Complaint

  Date:11/18/2024

  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.

  GENERX ******** area: Purchased a whole home Generac residential generator in September 2024, now 11/15. It worked during ****** for a few hours. We evacuated for ****** and came home to a red light on the ************ several weeks for service, and service person said the generator needs to be replaced?? It's 6 weeks new. Ran 5 hours? It was never near storm surge. CANNOT get an answer from ANYONE, even Will ******, the Sales guy (who should be my point person for finding a solution). Multiple texts, NO solution. CANNOT reach a live person from GenerX unless I need service or a quote for a new install. After 15 calls, no one has a number to anyone that can make a decision (or won't share one). Appears maybe they were bought out recently? **************** is non-existent...embarrassing. Thriving on bad weather and the Generac name which will tarnish the reputation. Ask is to replace with a new generator that works, please. Sales and service management can come meet me at our home and we can discuss a rational solution. It's a shame that I have to reach out to the BBB just to get a response from GenerX, as have many other customers also being ignored. What a shame... Top Down culture ? Who's in charge, please. Have a great day !

  Business Response

  Date: 11/20/2024

  Dear *****,
  
  Thank you for reaching out and sharing your concerns. We sincerely apologize for the issues with your generator and the lack of communication you've experienced, especially during these unprecedented weather events. As Florida's largest Generac installer, with nearly ****** units installed, we take your concerns very seriously.
  
  The impact of Hurricane ****** and ****** on our communities was unprecedented, and we've been working tirelessly to support affected customers. Since ******** landfall, we have serviced nearly ***** generators, some of which have run for as many as 700 continuous hours. Weve prioritized service requests on a first-request, first-served basis, with exceptions made for emergency services to ensure that critical needs are met first.
  
  That said, we understand your frustration, particularly since your generator is so new. This is not the level of service we strive to provide, and we are committed to resolving the situation. We have escalate this issue to our management team, and someone will contact you directly to assess your needs and arrange a visit to your home.
  
  Again, were sorry for the inconvenience, and thank you for your patience. We will make this right.
  
  Best regards,  
  

  Customer Answer

  Date: 11/27/2024

   
  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.
  

  Good Morning,
  
  ***** got us back on line yesterday (after a month of hearing from no one but her, and then you, thank you).  She did a great job explaining what was going on, and solved our issue(s).  I'm not convinced that the first install team had everything in working order, as she found deficiencies that needed completely fixed or repaired/reset.
  
  PLEASE forward this note to your VP or Sales, COO, and CEO.  ***** deserves some credit for showing up (after an uncomfortable delay) and getting the job done as it should have been done before.
  
  I'm am still displeased with the local Rep **** ****** who has completely ghosted our family and left us at risk of another hurricane without a generator.  It's unfortunate when what seems to be a solid sales person makes a deal, executes, gets paid, then takes no responsibility when somethings not right.  Maybe he'll learn from this one.  We can all get better.
  
  All the best and Happy Thanksgiving,  ***** ****
  

• Initial Complaint

  Date:11/04/2024

  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.

  October 11, 2024 my generator caused carbon monoxide in the house and in the attic in the garage. The hasmat fire department had to clear out the carbon monoxide and shut the generator down. The next day I called the company and told them what happened and they said I had to pay in advance since it was an emergency. It is now 3 weeks and 3 days since I made the first call and no response from the company!

  Business Response

  Date: 11/04/2024

  
    Hi *****,

      The below notes are the last two in our system for you.

  Recommended valve adjustment but did not perform at this time. 54.5 Run Hours.  Customer will contact us to schedule valve adjustment.  / DDH

  
  It looks like we left a message for you on 10/15 but it doesnt look like we attempted to contact you again after that.
  
  Please see below recommendation from 8/22/2024 that you declined at that time.  
  
      From my desk, all we can do is speculate but valve adjustments is probably the cause of your excessive Carbon Monoxide issue.
  
            How long did your generator run during the storm?
  
               And what would you like us to do from here? 

   

  Thank you,