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: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.

   
  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,
  
  **** ******

  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!  

• 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.

   
  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 **** *******

  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: 04/24/2025

   
  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 **** *******

  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,

  *****

• 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.

   
  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: 12/11/2024

  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. 

  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.

   
  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,  ***** ****
  

  ur 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,  
  

• 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, 

• 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.

   
  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,
  
  **** ******d 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 

• 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.

   
  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!

   

  **** *******

   

  o 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.

• 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!