Review Time
My generac was installed today by Ryan and Nick from Accurate Power Systems in Waverly NY. They worked 9 hours from start to finish without a break in rain and freezing cold. Ryan explained everything through the whole process and did a dry run with me at the end. I am so very happy I chose this company. Thank you guys.
I talked to Nathanual at Generac in WI headquarters and these guys have the worst customer service as a manufacturer. I have a powercel CSXW200A3 and they told me it will not work with a 18kw Generator. I would need to replace it. Absolute BS. I looked at the RXSW200A3 and the form factor is identical. I called a local supplier and got a new board A0004499959 for a easy replacement without replacing the transfer switch. THE CEO of Generac needs to be fired! BAD customer service and they are RUDE.
I have had a Generac 22KW whole house for 4 years. The unit has worked well. HOWEVER the system uses two 7000 Smart Management Modules (SMM). These have failed 3 times and are not under warranty costing several hundred dollars each time. Calls to Generac have resulted in "no known problem" responses BUT detailed complaints of identical failures are all over the web and on Amazon reviews of the 7000. The company is refusing to acknowledge or fix the problem. Stay away!
UPDATE: Parker and Dylan installed the 22K Generac generator in two days, as promised. They arrived when scheduled and were very courteous. All of their work looked great. They cleaned up all their debris, kept me informed as they progressed and went over the operation and maintenance before departing. I highly recommend Southern Air if you are considering a whole house generator.After moving to a different home, I decided to have a whole house generator installed. A friend highly recommended Southern Air. Ray Parish assessed our needs and carefully explained our options. We finally decided to press ahead with Southern Air and they are to install next week. I’ll update this port later.
I’ve had this Generac for about eight years to 2200 KW. The generator itself has been very good. Customer Service is among one of the worst customer service I’ve ever dealt with in my professional experience ever. When you call them they are untraine. I couldn’t get anybody to answer a question which was a simple programming question. They told me to call a dealer and the dealer should be able to answer, but their customer service as I was told all they do is read the instruction manual to you. they don’t know any of the stuff. I’ve Encountered this numerous times. For that one reason I would never purchase a generator again.
Brand new standby generator has 30 hours on it. Two years ago when it initially got installed first storm came by and had a low voltage alarm and shut off 1 hour into running. Two days later after power has been restored they were able to come out and fix it. Service guy said “this is a common issue.” Two years later another storm hits lost power. Same issue arose again. Contacted generac we were then told to contact a servicing dealer so we did and they won’t come out and diagnose the problem cause they already know the issue and they don’t have the parts on hand. Called generac back and they said there’s nothing they can do until a diagnoses is made. This company is selling known faulty generators with no resolution. They don’t take any accountability for their actions. If I could rate them a 0 I would. Over the past two storms this generator has a 0% chance of running and the problem is going to continue with every storm. Sad when you have doubt of the standby generator running and you have to consider getting a pull cord generator as a back up to the back up. Strongly urge you to go with another company. Customer service sucks, products suck, they don’t stand behind their product, service techs tell you yea it’s normal but don’t carry additional parts, by the time it gets fixed you will already have power and the next time your out of power you’ll be on the phone again
I have had to replace the controller on my 20KW whole home generator three times since it was installed in June of 2014. I recognize that the initial warranty period has expired, but the company should be conderned that I have had to replace the controller three times in a five year period. However, they express no concern that their product is costing the customer approximately $1,000 dollars to replace these controllers every 2-3 years. Don't EVER purchase a Generac contoller if you want a maintenance free generator. The company and generator is a piece of junk. If it was my company I would try to do what I could to find out what is wrong with these controllers and to subsidize my customers for their losses. AGAIN, DON'T PURCHASE A WHOLE HOME GENERATOR FROM GENERAC!!!!!!
I put in a solar/battery system 4 years ago. Be aware that Generac doesn’t do any installation or repairs. It’s all contractors. Which come and go. One repair took 9 months, when they finally came they forgot the parts, which were a 6 hour drive away. I used my own airplane to go get them. My battery went offline two weeks ago, the new local contractor said daily they would schedule an appointment. With Helene coming I begged them and Generac to come get me on line. I got an email just before the power went out that they were coming in 5 weeks. Generac customer support does answer the phone, and speak English, but can’t control their contractors. $26,000 and I’m sitting in the dark.
I bought a 20KwH whole house generator from Generac and apparently they don’t stand behind their own product. They would not let me speak to a manager in customer service. They would only tell me to call a different Electrician who was loosely affiliated with them. But since these electricians didn’t sell me the unit, they weren’t interested in doing any warranty work. So once you buy the unit you are totally on your own. Absolutely no company support. Wish I had known this before spending $10,000. I would never have bought this brand. Steve
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