Reviews

DO NOT TRUST that Gener-x is completing all the necessary steps to complete your permit. Dont expect anything from the service department. You will not be able to reach them. The one year maintenance is a one time service (not a full year) to change your oil for which they will try to up charge you for a valve job that literally takes 10 minutes and no parts needed.The installation crew was outstanding, professional and with **** taking charge they placed the ** tank under and around pipes that we thought was impossible. AMAZING!Permit had multiple failures on different inspections as seen below:-Permit failed underground wiring and failed for gas line connection (July 16)-Permit failed again on underground wiring and gas line (July 22)-Generx forgot to do the final inspections -Permit failed for lugs not tight enough (Sept 3)-Permit failed for wrong type of wire between transfer switches (Sept 3)-Final re-inspection passed (Sept 13)-We had to notify Gener-x again that they failed to issue proper paperwork to the building **** to close out the permit. -Permit closed three months after starting (Oct-7)October 9th we were directly hit by a tornado causing damage to the shell of the generator Notified Generx and they said theyd come out to check out the system with no sympathy. They never showed up. Several attempts to get them to give us estimates for repairs and to service the generator. Finally they scheduled a service but didn't show. They came out, said we didn't need service but we could use our one-time maintenance. At the beginning, we were extremely happy of the work that this company provided. After several failures and run-ins with the building department and a continuous lack of communication throughout Gener-x was so frustrating. They thought we were done with our permits when we werent, Gener-x service cannot be reached, several inspection failures and lack of care when we were hit by a tornado. We would not hire this company again.

Thank you for sharing your experience with us. We sincerely apologize for the frustration you've encountered throughout the process. We understand your concerns regarding the permitting process, inspection delays, and communication issues, and we take your feedback seriously.
We are reviewing the details of your case, including the permit issues and service follow-up, to ensure we continue to improve our processes and responsiveness. We also regret that the tornado damage was not handled as promptly as you expected, and we will work to ensure better communication moving forward.
Regarding the one-time maintenance service, we strive to be transparent with our customers about services and charges. We will look into the specifics of your situation to make sure everything is clear.
Additionally, we have emailed you directly with contact information for both our service department and service department leadership to ensure you have the right channels to address any further concerns.
We appreciate your feedback and would like to address any remaining issues. Please feel free to reach out to us directly using the provided contact details, and we will be happy to assist you further.
Thank you for your understanding.

We were contacted by two different representatives from Generx after writing this complaint. They did state that they were reviewing the processes and making internal changes within their operations. We hope that this will help the company and others in the future. We chose a reliable local company to handle our service/maintenance needs.

Our Generac generator was installed in October 2021. We had subsequent annual maintenance done each year since as was required for warranty. We told them each year that the generator stalls out on the weekly tests. It comes back on after a few seconds and runs for about 5 minutes. Told each tech this on the maintenance visits but none of them explained why it stalls but said it tests ok. The last tech that came January 2025 for annual maintenance couldn't figure out why it wasn't testing ok. He finally said there was a "fuel flow" problem and we would need a regulator and a larger gas meter. He said our generator would have NEVER powered our house as the gas was not getting to the generator. They told me I had to pay another $450 for the regulator (I had already paid $360 for the maintenance visit) I told them I would not pay this charge as the generator was not installed correctly up front in 2021. They should have known our generator was not going to work the way it was installed. They refused to work with me so I called another company and they confirmed it was not installed correctly and it would have never powered our house (we have not yet lost power yet so we didn't know it wouldn't work). The new company had an actual gas tech come out and install the regulator it needs and was blown away by the way GenerX installed our unit. He said first of all it's double regulated and the pipe for gas flow was only a half inch. Should be at least 3/4 inch for proper gas flow. No manager from GenerX would come out to confirm what their own tech was saying. The one unqualified manager who did call me, refused to believe me or saw any note from Matt the tech saying it was installed improperly. He just said I never called with a problem!! Not asking for original cost back, they should just make it right by refunding each $360 payment for annual maintenance for '22, '23 and '24/'25. RUN FROM THIS COMPANY!

WARNING: his is not an honorable company ! Here are the facts: We contacted Generx to quote a turnkey installation of a whole house generator and 500 gal propane tank. They came out to our home site and determined a location for the generator. They also determined a location to bury the huge 500 gal propane tank on the west side of our driveway in an area where there were other services such as electric water and lawn irrigation. This tank location was acceptable to us as it was well away from our home and satisfied all the required setbacks from property lines, buildings and utility services …. OR SO WE THOUGHT !! We signed a contract, paid a $1900 down payment to start the permit process and scheduled installation. Generx trucks showed up with the propane tank and a back hoe to start the digging and burial process. Prior to digging, Generx called 811 Dig to locate the electrical service and unfortunately, found that the electrical service location prevented the propane tank being located in the specified location. WHAT ? I trusted that Generx had called 811 Dig BEFORE quoting me the job! The power location problem could have been known well before bringing the tank and digging equipment to the job site only to find out the location was not usable. Generx proposed an alternate tank location that was unacceptable to us so we told them that we wanted to cancel the project. I was very disappointed to hear that Generx was going to confiscate my entire $1900 down payment to cover the cost of their own failure to qualify a suitable tank location PRIOR to selling me the job. The fact that the original tank location was not feasible was a Generx responsibility, not mine. After repeated requests to review these facts with their management I have heard nothing for several months and must now assume that Generx is not going to return my $1900 down payment. Generx must be very comfortable with having their customers pay for their own mistakes. WARNING: STAY AWAY !!!

Hey ******,

           We are sorry to hear about the difficulties with your generator project.Calling in an **************************************************************************************************************** your scenario an 811 Dig would not have avoided the situation anyways. The main utility lines that prevented the location of the tank would have only been found after breaking ground and nothing else could have prevented that. As you know we have offered to relocate the tank on your property at no cost to you so that we could move forward with the project, but you did not find that as a solution. Your deposit has been refunded minus the permitting and administrative fees already paid for, we apologize for the miscommunication there.

Thank you.

Filled out on line quote request and havent heard back. No way to talk to a human. Moving on to other vendors

Not true. I have emails that show I confirmed. No one hung up on you either. The other attempts to reach me were aftert I had already talked to ******. I maintain my position there is no way to speak to a human without going through the forms. Other vendors offer a phone number for easier contact.

Generx installed a whole-house generator. The installation was perfect. Their service is great. Now that my initial warranty is over they are offering a wonderful service maintenance contract. When you get old certain things mean a lot. Knowing that your generator will always work is a relief and confidence that Generax will keep it working.

Hi ****!

Thank you for the kind words, we will be sure to share with our team. Thank you for your business and we look forward to maintaining and keeping a good working generator for you for years to come.

Thank you!

GenerX Generators