Complaints

This profile includes complaints for Generator Connection, Inc.'s headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Generator Connection, Inc.

  1057 Calef Highway Barrington, NH 03825

  
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  Generator Connection, Inc.

  PO Box 471 Barrington, NH 03825

  

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:08/07/2025

  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.

  In January, 2025 I scheduled a service and repair of the home generator for a Short Term Rental Property. The technician from Generator Connection was unable to service, appropriately diagnose the problem or repair the generator and left. His diagnosis of the problem was a malfunctioning regulator from the home propane line, not the generator and until that was resolved he would be unable to service the generator. Immediately, I scheduled a propane technician from Rymes Propane to come to the home to resolve the "said" issue. Upon evaluation the home propane regulator was in working order it was in fact the propane regulator housed within the generator. When I reviewed the findings with representatives at Generator Connection they recommended, without seeing the unit again, that I order a $500 part for the potential repair and remediation of problem. However, I would need to pre-purchase this part and they could offer me no guarantee or refund if it didn't work. With little faith in their recommendation due to the previously inaccurate assessment and recommendation. I asked for them to take accountability and offer a refund if the solution was unsuccessful, which they declined. I then asked to speak to a sales representative to review the potential for purchasing a new generator as the current malfunctioning generator is 15 yrs old. I wanted to propose that they credit the $440 bill of a service that was not completed to the purchase price of a new generator. They never connected with me to discuss this possible option. However, they continue to send me collection notices for a job that was NOT completed as I still have a malfunctioning generator with no resolution. I feel this company lacks integrity in standing behind their work/service. I am requesting that until the job is resolved that they do not contact me and that they remove the service and repair bill of $440.

  Business Response

  Date: 08/15/2025

  On 1/27/2025 we visited customer site for service call on ****************** system tech found initial issue with generator not starting due to lack of fuel pressure coming into the generator from customer fuel supply, video attached supports this finding. Pressure gauge drops to 0. Customers fuel company would need to address this issue before further work could be completed on customer ****************** system.
  We chose not to pursue site visit to replace generator until the outstanding service invoice was paid.
  We apologize for the frustration that the customer experienced and are waving the $440.00 service fee no further balance is due and we will no longer contact customer.
  If customer requests a follow-up visit, we will perform at a discounted rate and will require a copy of the gas companys service report prior to the visit so we can discuss their findings as per customer it conflicts with our findings. 

  Customer Answer

  Date: 08/19/2025

   
  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,
  
  ******** ********