Complaints

• Initial Complaint

  12/10/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  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

  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 response

  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

  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 response

  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

  11/18/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  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

  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 response

  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

  11/04/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  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

  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

  10/21/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  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

  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 response

  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

  10/21/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  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

  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 response

  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

  10/15/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  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

  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

  10/15/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  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

  05/01/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  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

  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 response

  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

  03/15/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  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

  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 response

  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

  02/09/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  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

  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! 

*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. ↩