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: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! 

• Initial Complaint

  Date:11/17/2022

  Type:Product 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.

  Whole house generator was installed on 10/12/22.Total price was $16712.03 On Nov.10 during Hurricane ****** my generator malfunctioned. It kicked on even though there was no power outage. It cut off power to my home and ran for several hours. I was able to get a tech from Generx to tell me on the phone how to manually shut down the generator and reconnect to FPL. I had put in a service request online and on Nov.13 I received an email from service rep. *************************** which stated he would be reaching out to me shortly. It also stated "And please be ready to pay at the time of service or put a credit card on file to secure your time slot.' On Nov. 14 I emailed back and asked why I would have to pay for this service.? I received no reply. On Nov.16 I called ************************** number and spoke with a customer service rep. I learned I didn't have an appointment for service and the earliest appointment would be Dec.8 three weeks hence and four weeks after the malfunction. I sent an email to *************************** complaining and received no response. My generator is apparently non operational at this time.

  Business Response

  Date: 11/17/2022

  Hey ******! We are sorry to hear your generator did not work as you expected during the last storm. We require a credit card on file in the event that the technician finds something wrong with your unit that is not covered under your warranty. As explained to you, we do not charge the card unless this is the case. We only keep it on file to secure the time slot in case this scenario arises. We see **** did get back to you with your scheduled date. We are sorry you are unhappy that we are that far out. We are trying the best we can. Although we are the generator giant, we are still a family owned company and trying to get to everyone in a timely manner. All of the appointments before yours were individuals who scheduled much before you did. If any cancellations happen and we can move your appointment up sooner we will surely do so. Thank you!

  Customer Answer

  Date: 11/17/2022

   
  Complaint: 18417946
  
  I am rejecting this response because: **** stated the reason for the late response was because he was in the hospital with his mother and there were so many people in the same situation.  There could be so many things wrong with the unit. They have ***** clients and so many people are in the same situation.Did I want him to run out. I will not  reply again until this situation is addressed. $17600.? for something that doesn't work?
  Sincerely,
  
  ***********************

  Business Response

  Date: 11/21/2022

  Hey ******! I am not sure what more you would like addressed? You are on our schedule to have a technician visit your home and diagnose the situation. Is there something additional we can assist with before then? The next steps to find out why your generator is not working is to have a technician do a diagnosis on site after doing various tests so we can go from there. Mechanical failures happen. We are sorry the machine is not working correctly. We do not build the units. We just install them. There is a process and procedure to follow to ensure the unit get's repaired the correct way and in a timely manner. We have protocols to follow. Let us know, thank you! 

  Customer Answer

  Date: 11/21/2022

   
  Complaint: 18417946
  
  I am rejecting this response because: Hey whoever! My complaint is that the repair has not been done. And FYI "****" did not make an appointment for me. When he finally contacted me he was surprised that I had an appointment. You call yourself "the generator giant" and that might be in sales but it certainly isn't IMHO in service. At this point I can only wait for my appointment and hope the generator becomes functional. Again my complaint is that it has not been repaired. And I would like the person who is communicating with me to identify himself/herself.
  
  Sincerely,
  
  ***********************

  Business Response

  Date: 11/30/2022

  Hey ******, thanks for expressing your opinion. Again we see that you are scheduled for a technician to come to your home on 12/8/2022 for a diagnosis call to see what is going on with your unit. We look forward to seeing you then. Thank you!

  Customer Answer

  Date: 12/08/2022

   
  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.The generator was repaired today .The repair person was very competent and explained what apparently happened. Please forward my response to the business. Thank you.
  
  Sincerely,
  
  ***********************

• Initial Complaint

  Date:11/16/2022

  Type:Sales and Advertising 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 had a generator installed in Nov. '21. When we purchased the system we went with a 5-year maintenance agreement. Now with other services such as air conditioning when we signed a maintenance agreement I never had to make a call to schedule regular maintenance. I would always get a call from them to schedule a time. I never heard from Generx, thinking it had been a year now and no word about scheduling a time to come out. When I contacted them I got a message (11/1) that they would need a credit card to move forward. I thought that was odd since I had already paid for a 5-year maintenance ($1300). I got back to them on 11/14 and spoke to a service rep. *** informed me they had no record of it. I went back and found the signed agreement and forwarded it to her. I then received an email from her that stated they no longer offer these contracts and there was no record of payment. I called her back and asked her why would have a signed agreement (my signature and the signature of their rep if I hadn't paid for it). *** couldn't answer other than stating she would talk to her supervisor. When I asked her did she have a copy of this signed agreement in their records I couldn't get a straight answer. Now I'm out $1300.

  Business Response

  Date: 11/16/2022

  Hey ****! We are sorry to hear about the miscommunication regarding the maintenance contract for your generator. That is correct we no longer offer these contracts. There is no doubt that you have a copy of a contract we sent over a year ago, and also that you may have signed it yourself. However that contract with your signature never made it to us. We also never collected any form of payment from you either. We have checked our accounting books multiple times and do not show any form of payment for your account, and no record of ever receiving this contract back from you signed prior to us no longer offering them. If you have financial records to show that a payment of was taken out please send that to us so we can investigate further with our financial institution. We show that you made a 10% deposit payment close to that amount for your actual installation of your generator project, but that was much prior to the completion of your project and perhaps there is some confusion there? Again we apologize for the confusion, but no payment of any kind was ever taken or accepted in regards to a maintenance plan for your account. We do now offer a maintenance subscription program for a monthly fee, and if you would be interested in hearing about those options please call us back and one of our service advisors can explain the options. Thank you! 

  Customer Answer

  Date: 11/16/2022

   
  Complaint: 18406918
  
  I am rejecting this response because:

  Once again if the copy of the agreement shows signing of both myself and a representative from your company, how can I have a copy unless the person from your company sent it back to me after they signed it? If you look at the time I signed it, it was for 5 years at $1300. Now your subscription service is minimum of $29.99 per month would be $1,799.40 for 5 years. If I went with the Power Plan it would be $74.95 per month which would be $4,497.

  Also, when they installed the system they mentioned that there was a problem with getting the chips for access to mobile link. Therefore, they never completed setting up the wireless connection to my network. I received an email from their service manager who informed me I could setup Mobile link monitoring with a link to the site. When I entered the serial number it told me it was already registered to s********[email protected]. I don't own that email address so I have no idea who registered this serial number.
  
  Sincerely,
  
  *********************

  Business Response

  Date: 11/17/2022

  Hey ****! Again we agree that you have a copy of a maintenance agreement with both signatures on it. However this is only half of the required steps. You never sent in your payment of $1,300.00 which is required in order to purchase that agreement. There are two steps. Sign the agreement, and then pay for the agreement. You only signed the agreement. We have no record of ever receiving your payment, and you have shown no record of ever sending it in. We are sorry you are dissatisfied at this time with the new pricing program for the maintenance agreements. You are free to use any certified and licenses professional for these services, you are not bound to us is anyway. Thank you! 

  Customer Answer

  Date: 11/17/2022

   
  Complaint: 18406918
  
  I am rejecting this response because: 

  I am in the process of attempting to locate which method of payment I made. I have numerous credit cards and checking accounts to look at. To add to matters I went into the link they sent me to sign-up for the mobile link. When I entered the serial number for my generator, I received a message that it was registered to an email that I don't even have ( s*******[email protected].), so I can't even register for the mobile link. When they first installed they never setup access to the generator and when I attempt to connect to the generator through my wireless network it doesn't show up even though all my other wireless devices do (pool system, sprinkler system, printers, phones, tablets).  Finally, I decided in the meantime while the maintenance situation was cleared up I followed their link to sign up for their subscription service. My thinking was at least get someone out here to service the system (yearly maintenance) and with the service call perhaps resolve this mobile link situation at the same time. I'm still waiting to here from them regarding this.
  
  Sincerely,
  
  *********************

  Business Response

  Date: 11/21/2022

  Hey ****! We understand you came into our office today to get these issues resolved. Thank you for doing that. Again we are sorry for the confusion on the payment, but to our understanding that has been resolved now with you. It looks like our service department has you scheduled for technician to come and perform the service, as well as get the ML issue fixed. We believe this is an issue with the online registration getting mixed with someone else info. We will get this resolved for you. Again, we are very sorry for any inconvenience. Thank you!

  Customer Answer

  Date: 11/21/2022

   
  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. I'm happy we were able to resolve this and move-on. Can rest a bit easier now that we have the subscription service including remote monitoring in place. Thanks for your help.
  
  Sincerely,
  
  *********************

• Initial Complaint

  Date:11/14/2022

  Type:Order 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 June 1, 2022, I had a GenerX Generators Sales Field Engineer come to my home to give me a proposal to have his company install a home generator system. The salesperson was very nice and professional, taking pictures of all the fuse panels, and potential installation spots, complete with measurements. I received two proposals by email later that night. On June 7, 2022, I received a signed corrected proposal and paid the $1,419.60 (10%) deposit. About 10 days later, my salesperson called me and informed me that it would be an additional $4,000 to have the generator that we signed a contract to install for $1,419.60. During this time no other person associated with GenerX had come to my property to justify this increased cost. I immediately declined to pay $1,819.60 for what they said and signed a contract saying they would do for $1,419.60, and they accepted my deposit. As a retired disabled Veteran living on a fixed income, I was able to pay the $1,419.60 but not the additional $4,000. I asked for a full refund because they would not honor the contract we had entered into. I had to call the salesperson twice more to get a partial refund on July 13, 2022. I was refunded $1,127.00 of my $1,419.60 deposit for administrative costs on a contract they chose to break and I must pay them for backing out of a signed contract they proposed. I have been ripped off for $292.60 and now question the companies Generac Generator chooses to represent their products. Be very careful when selecting a generator sales company.

  Business Response

  Date: 11/14/2022

  Hey *****! We are sorry to hear that you are not satisfied with the experience of your new generator sale. After investigating further here is what happened. After the sale of a new generator our internal process requires our master electrician to review all job notes and photos for each project after the salesman enters all of the information into the system. When the master electrician review the photos and notes for your project, he noticed your existing electrical system was not to current code. Although we are installing a generator and not altering your existing system, because we have to pull permits and because it is our license who is now responsible for the electrical system we now take responsibility over every electrical area we touch. Thus why our salesman explained to you the additional charges. Those charges included what time, labor, and materials necessary to bring your current electrical system back to the current code requirements. We would highly recommend still having this work done whether by us or another electrical company as your current system is not safe and is not to the current national electric code. After you decided to cancel your generator project with us, we refunded you your entire deposit less administration, NOC, permitting, and engineering fees that were already exhausted during the process. This was the $292.00 you mention. We are sorry you were not satisfied with the generator purchase process. We hope you get your existing system fixed in a timely manner to reduce the probability of something unsafe happening in your home. If you are able to get this repaired and still want a generator installation in the future, we would be more than happy to help. Thank you! 

  Customer Answer

  Date: 11/16/2022

   
  Complaint: 18394027
  
  I am rejecting this response because: GenerX provided and singed a contract to install a generator for one price and only after receiving my down payment increases the price by $4,000 and I now owe them $292 because they now decide they can not provide the services at the price they agreed to. So we are to understand that a GenerX contract is Not binding, it is subject to price increases after being signed by both parties and deposit accepted. This is what happened to me, they quoted me a price, we signed a contract, they accepted my deposit, increased the contracted price by $4,000, and charged me $292 for administrative fee because they figured out from pictures that the job required more work. No thank you, I will not be doing any further business with any company those operates using these type of business practices.     
  
  Sincerely,
  
  *******************

  Business Response

  Date: 11/17/2022

  Hey *****, again we are sorry to hear you are not satisfied. Your existing electrical system is not to code, is illegal, is a danger to yourself, and would have been a danger to our staff if we had worked on in in the state that it is in. This would not have been caught until going through the process for a generator installation. And through that process a master electrician and engineer does certain investigations throughout the permitting process. This is when it was caught. We quoted you the price to fix your existing system to take the danger out of the equation. We cannot work on the system until it is fixed. The $292.00 you are referencing was administration fees already spent on engineering and permitting to get to the point where this would even be reviewed. You were refunded all minus those fees. Per your contract the entirety of the deposit is non-refundable. We felt we did what was fair. Thank you!