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:03/26/2025

  Type:Customer Service 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.

  Generator delivered in Dec/Jan timeframe. Final startup was January and AC units did not pass. Soft start was purchased by ****************** thru AC Outfitters and never installed on my two units. Have called and emailed to get the job done and no response. Phones are on voicemail. Have sent two recent emails and no response.

  Business Response

  Date: 04/10/2025

  Hello *****! As you know we sent our technician to come out and diagnose the situation. We are happy to hear that it was not what was initially thought and the situation is now resolved. Thank you for being a GenerX Customer!

• Initial Complaint

  Date:03/04/2025

  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.

  8/10/24 - contract signed for Generac Residential ************************ for a cost of $18,800.8/20/24 - 10% deposit was paid to a **** card 1/7/25 - an installation schedule to begin 1/9 and end 1/21 was sent by the contractor 1/9/25 - electrical prep work was done 1/17/25 - in ground tank was delivered &installed 1/20/25 - generator was delivered and put in place, trench was dug and piping installed to connect generator to gas tank.1/20/25 - check for $12,220. (65%) was given to contractor Contractor did NOT return on 1/21/25 for final connections, testing & orientation per schedule. No calls, text messages or emails were provided. Our numerous calls went to voice mail and messages left were not addressed. We finally spoke to the Sales Field Engineer - ***** Reigs who asked us to forward a message outlining our issues. Email including pictures was sent to him the next day (2/14/25) asking him for a prompt reply and a plan for completing our installation. To date (3/3/25), no reply has been received. A balance of $4,700 is due upon completion.Since the trench has been left open, subsequent rain has caused cement curbing along the edge to fall into the trench and be buried in the mud. Soil from the trench was piled onto decorative stone against the foundation instead of being piled on the grass.Damage was done to decorative molding below the soffit when a larger than necessary hole was made through for the electrical wires. Spray foam was put into the hole, but globs are protruding and the color is a poor match.We just want the work to be completed properly and the mess to be cleaned up. Any help you can provide to resolve this would be much appreciated.

  Business Response

  Date: 04/02/2025

  Hey *****! 

  We see that on 03/04/2025 you had contacted us and we were out on 03/06/2025 to complete your project, activate your unit, and clean up and address the issues with your yard. We show that your project is completed closed out and cleaned up, and we understand you notified our crew on site that you were satisfied. 

  Thank you again for your business and being a GenerX Generator's customer! 

  -****************** Management 

• Initial Complaint

  Date:10/14/2024

  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.

  I purchased a whole home generator through GenerX who installed the system several years ago after a major hurricane. Another hurricane came through and I needed to use the generator but couldnt run it for any extended period of time because it was leaking oil. The filter and system were faulty. I had my generator serviced about 6 weeks ago, same company and it was not noted that a switch was missing off the back of the unit. Here comes hurricane ****** and my generator failed again, 2nd time I needed it and it failed again! Finally got through to Generac and paid another $395 for a service call to fix it. I didnt hear back from the company. I called several times and I finally got a call from the parent company ******************** where I was told their entire company evacuated and nobody was available to service my needs. Everyone that evacuated is back with the exception of the comapany?? Thats the same thing they told me the first time I had a problem. This company should not be allowed to do business anywhere!!! ************** or their offspring!Our gas company **** had to come around the neighborhood today before anyone could cut trees to restore power and they said verbatim all we heard today were complaints from people who did business with GenerX. They mentioned the name, not me so I know there are others who are getting the run around from them. I only hope they know to file a complaint about these guys! And Im sure like any other company it starts with the parent company ********************. I will be lodging a complaint about them too!In a time of crisis, we rely on the people who sell us product to protect our homes. Neither of these companies should be allowed to sell products they have no intention of servicing. They sure dont have a problem charging me $395 for an emergency service call!!I hope to receive service that I paid for in the next 24 hours!Unbelievable and useless company!!

  Business Response

  Date: 11/04/2024

  Hey *****, 

  Thank you for sharing your experience. We sincerely apologize that GenerX Generators has not met your expectations and that your generator failed to work after Hurricane ******.
  
  We see that you submitted a **************** request on October 11. During Hurricane ******, we had around ****** generators running and received 871 **************** requests, which is more than we typically see in a year. We informed customers that, due to this high volume, requests were being handled on a first-come, first-served basis, and responses could be delayed by up to five days. We also offered each customer the option to cancel their request if they preferred not to wait.
  
  We have now addressed all **************** requests, with over 500 related to failed batteries needing replacement. I noticed that a battery replacement was recommended during your August 2024 ************************** due to significant capacity loss and age.
  
  On October 15, you canceled your service request, and we processed your refund on October 18. Are you still seeking service? We are currently booked out a few weeks due to high demand.
  
  Please let us know how you would like to proceed. Thank you for your understanding during this challenging time.

  Customer Answer

  Date: 11/04/2024

   
  Complaint: 22415914
  
  I am rejecting this response because:
  This is NOT the first hurricane that your team evacuated and left me high and dry.

  Your service team (according to my experience and verbal confirmation from your sister/parent company) advised me (all 3 times I needed you) that you evacuate during a hurricane.

  The first time I heard it was direct from your team in ************** several years ago and then thereafter each year.  
  
  My issue had nothing to do with my battery which I was told would be fine by your technician when doing my annual service.

  While I can appreciate having many people out of power and receiving a lot of calls, perhaps you shouldnt evacuate?  Were here and we look to professionals for assistance.  You shouldnt sell services and then not communicate with the person whos already paid for a service.  Good thing you refunded my money due to my contacting my credit card company for zero communication or service.

  Obviously youre fired but Id hate for anyone else to think they can count on you when they really need you.

  You also need to improve on communication skills.  Amazing how quickly you reply to complaints!

  Sincerely,
  ***** *******

  Business Response

  Date: 11/07/2024

  *****,
                 We are sorry we have failed to meet your expectations. We have tried to reach you multiple times to assist by phone and have not heard back from you. As requested on 10/15, we have refunded your **************** request fee and we show the refund was process on 10/18. Your account with us has a Zero Balance and has been closed. We wish you only the best

  Customer Answer

  Date: 11/07/2024

   
  Complaint: 22415914
  
  I am rejecting this response because:

  I have spoken to ***** @ GenerX today 11/7/2024.  I asked for his email so I can advise him of the timeline of bad experiences since you first installed my generator.  The first being leaking oil that could have started a fire, especially with natural gas, it could have been completely devastating.  Of course you charged me to have someone come out to fix it!!!  I hadnt needed it yet and it was the first time I used it.  you should have fixed it for free since it was a new system!
  

  Making a complaint does not let you learn WHY I felt it necessary to file a complaint.  Perhaps itll help your business consider how to do business.  As a business owner, it is imperative to provide timely service not to mention your businesses lack of communication.

  i realize I am not your only customer (at the time of the hurricane/s) but reaching out to clients is a great start to improve on your protocols.

  Good thing you refunded my money and I was sad to see you charged my card prior to providing service.  Isnt that illegal?

  Sincerely,
  ***** *******

• Initial Complaint

  Date:10/03/2024

  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.

  On Sept 4th I called to schedule annual service of my generator. ******* returned my call and I requested the $349. service plan and it was to be done on Sept 12th between 12 & 3pm. My credit card info is collected at the time of scheduling. When the service mechanic arrived he was directed to the area of the generator by my wife. A few minutes later after my shower I went outside to speak to mechanic an asked if he needed anything which he replied, no an said he was adjusting the valves. There was no mention that this procedure would generate an additional cost or even ask if I wanted this done at this time. I then went in my home and as he was returning to he vehicle he informed me that he was done an that his tablet was not working an could not print out a receipt nor did he tell me of any additional charges. On Sept ***************************************************************************** $734.95 so I called *******. When she returned my call she informed me that the extra charge was for valve adjustment. I told her I was never asked or made aware that of additional charges.I asked to speak to a supervisor an spoke to **** who informed me that the mechanic had been with them for 8 years but he would look into this issue. **** called back and he agreed that permission is required for this adjustment. He then spoke to his supervisor an stated that they would be removing the charges an just "pretend it never happened". This was on Sept 18 and I have not received credit to my card. I called Generac at 9am on Sept 30 left a message for someone to return my call. At 4pm no one called so I called again an was put on a wait list an at 5:15 I discovered they were closed.I called Oct 1 at 8:30 to speak to someone which seems to be impossible unless you are calling to purchase something. I attempted calling 18 times the last 2 days an have gotten no response nor have I received my credit or a receipt. Unacceptable!!

  Business Response

  Date: 10/09/2024

  Hey ******! 

  As you know we have been in contact with you. We have issued the refund and this should not be resolved. Thank you and we apologize for the inconvenience.

   

  Thank You!

  -GenerX Management 

• Initial Complaint

  Date:08/26/2024

  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.

  January 2023 I needed by generator replaced with new as the parts to repair would be almost as much as a new one. The old 7.5 generac generator worked fine with the appliances connected to it until a mechanical problem occured. The salesman tried to upsell me to a 22kw generator and I requested a like for like replacement as the old one had worked fine for over 15 years. They replaced it with a new like for like generator and in the beginning of august 2024 it ran while I was home and I noticed it struggling to work when the a/c kicked on. I never had that problem with the old one and no new appliances or replacements had been attached to run on it. They came out, looked at it in August and said it wasn't big enough to run properly. When I asked for their sales manager to call me he did and when I asked him what we were going to do to fix this issue his reply was "nothing". We quoted you on a larger you refused. But a like for like replacement should have ran just like the old one. Now he won't return phone calls or emails. I feel as a single older woman (64) that I am being taken advantage of and cannot get anyone to respond. The generator has a 10 year warranty and I either want a new one put in or if need be I will pay the difference to have a larger one put in if the new 7.5kw does not have the amps and power it needs to run like the old one.

  Business Response

  Date: 08/28/2024

  Hi *******,

   

  We are very sorry about the confusion with your generator project. As you know you have spoken to our VP of Sales and our Director of Operations. We are coming out to your home today to rectify the issues. Thank you for your patience. 

  Customer Answer

  Date: 08/30/2024

   
  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

  Date:02/26/2024

  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.

  On 2/7/2019 we had installed a Generac Home Generator model 007043-2 and paid in full $ ********* to Generx, in *******. Part of the working of the generator there was a weekly automatic testing; the generator would start every Monday at 12 noon. In the month of November the generator started to be off, a red light came on and the weekly testing stopped. We informed the company, they came and repaired the generator by also fixing the battery. We paid $ 919,85 with invoice n. ******* paid on November 20, 2023. The weekly tests, however did not resume, so we waited a few weeks and called the company, send e-mails, registered the repairs needed on their automatic text messaging system. We wrote emails to ******************************* and every other e-mail we had. Finally ******************************** wrote back that he had been ill with a bad case of the flu and that he understood the problem and he needed to send a technician to hook the ***FI of the generator to our wi-fi and we could not do it ourselves because the equipment is on high stilts due to flood zone. He also added that he would send his technician soon. He added that the original technician should have had our iPhone to connect to the **** , so clearly the job was not completed...Since then we were unable to establish any contact via e-mail, text, telephone. We thought that they were out of business but we received a Holiday card... so we continued to send e-mail and attempt to establish contact. Now we do not know if the generator works and we are very stressed out; we are two elderly people (88 and 84) who depend on the generator for health reasons and we have no idea what else to do. Please help ******* and ***************************

  Business Response

  Date: 03/11/2024

  Hello, we are sorry for any inconvenience here with your generator project. We see we have since been in contact with you, and have resolved all issues including meeting you at your home to perform a successful transfer test. Please let us know if there is anything else we can do to help. Thank you!

• Initial Complaint

  Date:12/07/2023

  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.

  Generx installed unit on my home and has serviced unit since new. On 10-31-23 they serviced unit as agreed but failed to do the shut down test because they wrote on work order no one home but someone was home the entire time in house but tech stated the shut down test was not needed because unit was working perfectly on work order. I personally called and emailed Generx stating test was needed because year prior the transfer switch needed replacement which they fixed after unit failed to turn on when power went out, ****** in their office said I could ******* how to shut power off to preform this test if I wanted but I was out of the US at the time. On 12-5-23 the power went off and my house keeper text me and she said no power was on in home, after 3 emails because no one answers a phone at company and Generx only responses online to questions answered me with a call back they stated for $200 prepaid they would come back because the issue is it was 36 days after service was completed and needed to be within 30 days? I stated again how are you to know unit was working because the shut down test was never completed? I live out of the US 15 to 20 days a month and have a live in house care taker? Not a professional company in the end with their service center and these units are to make your life easy when your power goes out and unfortunate that my power has go out 1 time for 9 days and the unit worked great and 2 times the unit failed to turn on when power went out but luckily it was only for a few minutes or hours. In the end I said love the generator and will always have on my homes but Generx Generators will ************* or service mine. So if you want to spend $20-30k to protect your family and home don't use Generx of *****.

  Business Response

  Date: 12/08/2023

  Hey ******!
  
  Yes we guarantee our services for 30 days so if something were to go wrong with the generator under 30 days we come out for a service call free of charge. We cannot say for certain what happened at the time of service for the transfer test not to happen but if you the customer were not home for the service we are unable to perform a transfer test to ensure items in the home come back on as planned. We apologize for the miscommunication here.
  
  Our staff did offer to come out immediately and if the failure anything to do with our service or lack there of, you would NOT be charged for this service call. But we do require credit cards on file for each trip and that has been our policy for years. You declined our offer to come out and make things right, and instead decided to berate our employees, name calling, and threatening lawsuits. Generator failures always happen at inconvenient times and can sometimes trigger uncharacteristic emotions. We completely understand that and  are happy to work with customers that want to work with us in those unpleasant scenarios but you did not want to continue the conversation. We have made you happy since 2016 and we would welcome the opportunity to continue to do so going forward.
  
  Please let us know if we can help    
  
  Thank you!

  Customer Answer

  Date: 12/08/2023

   
  Complaint: 20966133
  
  I am rejecting this response because: First off I did not Berate anyone or called any person in this company any names? The girl that I spoke to demanded $200+ dollars before they would send a tech back to do the shut down test which they failed to do on *****-23 (no one home/claimed) because we were at 35 days not 30 days since the service Generx would not come back out to look at the issue for free. I stated clearly I would have another company come out look at the issue and if the issue was caused by the ***** service or a transfer switch which you replaced about 1 year ago I will turn this matter over to our lawyer since I was getting no where with the girl that returned my call. The girl said now that I said lawyer she could no longer speak to me? I have back up with emails about the shut down test no done and emails and house keeper at home at time. The lies just continue with this company! The summary is another company is coming out next week to find out why the unit didn't turn on when the power went out and if it is Generx issue I will spend the money on lawyers to prove my point just because of the serious of lies told by their staff. And yes I have been happy with Generx since 2016 with the install and the service up until arguing about this issue to resend a service tech to look at the issue that should have been part of the ***** inspection which ****** agreed to send the tech back in early Nov but assured me with tests that were performed the unit was perfect and in running condition but we found out with the power out (TECO issue)the transfer never happened. Also I have found out Gernex has been sold 2 times since 2016 which might be the reason of the complaint because they are not run like they used to be as it seems. 
  
  Sincerely,
  
  ***************************

  Business Response

  Date: 12/15/2023

  Hey ******!

  Again we apologize for the miscommunication and are not saying one did not occur. Again we have made you happy for the last 6 years and would like to continue to do so. The threats of law suits will not help get this situation resolved. Please contact us if you are ready to schedule. We are trying to help, but you are not allowing us to do so. 

   

  Thank you!

• Initial Complaint

  Date:05/22/2023

  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.

  We contracted with GENERX Generators, LLC on 26 October 2022 for the installation of a GENERAC 60kw, 2.4 Liter natural gas standby generator. We paid $36,996.00 for this product, and all payment has been completed. The generator was installed in March/April of 2023. We registered the generator on 17 April 2023. ** late April, we experienced a four-hour power failure in South ***** in the middle of the night, in a pouring rain. The generator did not start. Over the next several hours, I attempted to get in contact with GENERAC's emergency response line, to get someone to come out to the site, but to no avail. They didn't seem particularly interested. ***** power was restored in the early morning hours. The generator flashed a red warning signal, reporting 'loss of coolant.' Eventually, GENERX sent a rep to our home. They confirmed the fault, but were unable to repair it, saying it was a factory defect. Parts were ordered, and the generator was 'repaired.' It had trouble starting with the repairman, but he said it was fixed. The generator is on a schedule to autostart once a week, at **** on Monday. Today (22 May) was the first Monday after the 'repair.' The generator has failed to start, and is again flashing a red light as of this time. I am concerned that I've spent over $36,000 on a product that simply does not work, and I'm talking to a company that isn't particularly responsive, and doesn't em to be worried about the quality of their product. I will note that their sales personnel are quite good ... but the service component of the organization is failing them.

  Business Response

  Date: 05/22/2023

  Hello Mr. ***** *********************! 

  We apologize you are currently experiencing mechanical difficulties with your new generator. Also, thank you for the compliment to our sales team. We take BBB reviews very seriously and we will do what is necessary to solve the issue at hand. 

  We are sure you are aware that we do not actually manufacturer the generator, but instead we are your local dealer who sells, installs, services, and maintains the units. Unfortunately with some mechanical items, they sometimes break. We have seen brand new ******** vehicles break on the way home from the dealership. This is why companies like ourselves and our service department exist, so we can fix these problems. 

  When our technician left your home last the generator was left in good working condition. It was put through all testing procedures to ensure it was ready to run in the event of an outage. The reason your generator tests itself weekly is to find these problems ahead of time rather than a real power outage when you need it most. 

  Today 05/22/2023 we dispatched our most senior technician to come to your home to diagnose and hopefully repair your unit. Your generator is under full factory warranty and rest assured we will do whatever it takes to make sure your generator is fully functional and operational. 

  There is no higher priority than to do whatever we can to ensure our customers have working generators. 

   

  Again we apologize for your experience with the mechanical failures thus far, and we look forward to resolving these issues so you can have peace of mind with your new generator.

  Thank you!

  GenerX Management Team