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Review fromJoan P
Date: 03/23/2025
1 starJoan P
Date: 03/23/2025
Generator Supercenter installed my new standby generator on September 26, 2024. It has never had to run due to an outage; only during "test runs" once a week. On March 10, 2025 (not quite 6 months later with it being brand new) during a "test run", it threw out oil & started smoking real bad. My neighbor notified me because she thought it was on fire. I called Generator Supercenter about it & was told they couldn't get anyone out here to check on it until March 17th. On March 17th they called & said they couldn't make it out because one of the techs didn't show up & rescheduled me for March 20th. Tech did show up & approx 2 hours later told me that the motor had blown. He couldn't tell me why though. I was told that they had to order a motor & that it wouldn't arrive until April 4th. So that means I'm having to go without a standby generator for 25 days, at least probably longer, because there will be no telling when they can get out here when it does come in. I am a 71 year old widow woman, live alone & I am not in good health. Tornado Season is upon us & of course that always causes power outages. I don't need to be going without electric. And that is why I replaced an old standby generator that I had for over 20 years. And now this one has already messed up, & it's not quite months old. I am not a happy camper. And when I told the tech that he acted like he could care less.Generator Supercenter, Inc.
Date: 04/22/2025
****, We are sorry you are experiencing problems with your brand-new generator. ******* warranty team is one of the best in the industry, although large component take time to receive from the manufacturer it is our obligation and priority to provide you with peace of mind. I will assign your warranty repair to a personal customer experience manager. Please expect a call from this team to follow up on this repair and help ensure it is performed in a timely matter.Review fromDebra L
Date: 03/04/2025
1 starDebra L
Date: 03/04/2025
After Beryl, we got an exterior modification request approved by our HOA to install a 26W generator and we signed a contract on 8/1/24 with Generator Supercenter. We paid 1/2 on that date with a promise of installation within 4 months or 6 months at the absolute latest. After we paid we were assigned a coordinator (who has changed several times) and rarely responds to our e-mails. What we do get is a computer generated e-mail every 1-2 months letting us know where we are in line. In January we got an auto-generated e-mail saying we would receive a call to schedule installation within 2 weeks. We did not receive a call and our calls went unanswered. On 3/1/25, the 7 month mark, we are still waiting for installation. In February we were #1,067 in line. At this point we would definitely NOT recommend Generator Supercenter.Generator Supercenter, Inc.
Date: 04/22/2025
Thank you, Mrs. ******* for taking the time to share your feedback and experience with our Install team. We take all customer reviews seriously, and we sincerely apologize for falling short of your expectations. At Generator Supercenter, we strive to deliver exceptional customer service, and your feedback helps us identify areas where we can improve. I do see we were able to get your home up and running and are grateful you have put your faith in us. We have notified the customer experience manager to give you a call.Review fromRichard F
Date: 01/14/2025
1 starI signed documents to have the generator installed on Nov. 11, 2024, I was told at the time it would be completed in 4 weeks. After being canceled on 4 times, 1st time they couldn’t find my generator, 2nd time their electrician quit, 3rd time they sent the gas plumber to run gas line and he thought the generator was on site but no one knew where it was, 4th time I called and called the “Office number” I was given it just rang and rang with no answer or voicemail or anything, I started thinking I had been scammed. I finally reached out to a salesman who had a woman call me, when I vented my frustration they finally sent my generator to be placed on the ground with an electrician who actually did a great job, this happened on Saturday, January 11, 2025 (8 weeks not the 4 I was promised) after a snowstorm. Come Monday I again try the Office number that no one answers with same result I had to call the Salesman again to try to figure out when the generator will be finished install since the gas line still has not been hooked up. As of yet (January 14, 2025) I have a generator not hooked up, I have no idea when it will be finished install. After reading reviews I now think I should have them come back and take the generator away and just pay for the work that WAS completed as I have lost ALL confidence in this company. I will never recommend this company to anyone.Review fromEd S
Date: 12/22/2024
1 starEd S
Date: 12/22/2024
Worst customer service ever! We have had continuous problems getting any response from the Generator Supercenter. Most recently we keep getting emails saying our generator has lost its connection and is not working and to call customer support. They say someone will be out to fix it, but they don’t call or show up. They set a date for a technician to come out in two weeks. He didn’t show up and when I called I was told there was no one available and set another appointment for ten days later. There have been no major events so why the delay? Why not have the courtesy to at least call when the scheduled technician isn’t going to show up? There have been numerous problems in the past with customer service.Generator Supercenter, Inc.
Date: 12/26/2024
We sincerely apologize for the delays and poor communication you've experienced. Missing appointments and failing to update you is not the service standard we aim to provide.
To address this, we will prioritize your service request and ensure a technician visits as soon as possible. A dedicated representative will also keep you updated moving forward.
Thank you for bringing this to our attention. We are committed to resolving this promptly and improving your experience.
Review fromJohn M
Date: 09/23/2024
5 starsJohn M
Date: 09/23/2024
My Wife and I were very satisfied with the whole process of purchacing, installing, and follow up of the Generator Supercenter. Everything was done professionally and very neatly. We feel confident should we have a power failure that our generator will come on automatically and supply the power we need to keep us comfortable. At 82 years of age this is so important to us. John & Lorna ******** ******** **.Generator Supercenter, Inc.
Date: 09/27/2024
Thank you for the kind words and taking the time to write this review. Generator Supercenter appreciates your business !Review fromGERALD B.
Date: 09/20/2024
1 starGERALD B.
Date: 09/20/2024
I bought a 22k Generac generator from this company. I had an older GE generator that was already located at my home. So, on July 3, 2024, they sent an employee to my home to evaluate what would be needed to install the new generator and to determine what the cost would be for the contract. The employee, with the help of his supervisor on his telephone, negotiated the cost. Since I was paying cash, I asked for a discount and we agreed to having the installation done on August 2, 2024. I signed a contract stating that the total cost would be $11,700. On August 2, 2024, the installation was done but not done correctly. The contract plumber left my residence before the generator was completely finished. When the remaining crew finally did finish the electrical part of the installation it took over an hour to start the generator. The generator was sputtering and coughing, and after a few minutes would die. The crew was tapping on the gas regulator to get the generator started. A few days later, I noticed that the generator wasn't grounded properly. There was a ground rod and cable from the old generator but they failed to install an electrical lug and attach the cable to the frame of the generator. Also, the generator was supposed to be set up to come on for 5 minutes every week so that the battery remains charged up. That doesn't always happen because of the natural gas regulator being bad or not adjusted properly. When the generator does start with all the sputtering there is also a strong presence or smell of natural gas. To make a long story shorter. I need this company to return and fix these problems before I have a fire bomb destroy my property or our lives.Generator Supercenter, Inc.
Date: 10/14/2024
Thank you for your feedback regarding the installation of your standby Generator. After reviewing your account notes it appears the Installation Department ( Electricians and plumbers) have requested our service department (Technicians and mechanics) to come take a look at your Generator. Generator Supercenters plumbers are licensed plumbers and are strictly there to install new gas lines. It is also important to note, Body frame grounds now happen internally, ground rods at the Generators are no longer required and actually do not comply with Generac's installation requirements. The ground lugs on the back of the generators are intended for separately derived systems.
Please expect a call from one of our team members to address these issues.
Review fromRob B.
Date: 09/09/2024
2 starsRob B.
Date: 09/09/2024
I purchased my 38kW NG, liquid-cooled Generac whole home generator from Generator Supercenter in Tomball, TX. They installed the generator in Feb 2022 at a cost of $21,640. I elected to perform maintenance and monitoring of the equipment myself as I am an engineer and enjoy doing this. Therefore, at the time of purchase, I refused the Remote monitoring subscription service called GenMonitor, which costs $49/month today or $588/year. I have performed all necessary annual servicing including oil and filter changes, coolant flush, air filter, and spark plug replacements using OEM parts. In addition, all maintenance has been recorded in the MobileLink app as it has occurred. Generac Supercenter has come to my house to diagnose and fix a loose wire in the transfer switch once about 1 year ago. The technician was knowledgeable and professional. More recently, I have noticed that my generator is running rough, especially under load. In July 2024, I called Generator Supercenter to schedule a service appointment and they refused to service my generator without me first signing up for the GenMonitor remote monitoring for $588/yr. This ‘tying’ of one product to another is not right and I shouldn’t be forced to pay for a service that I do not want. Second, I know that the recent storm (hurricane Beryl) has resulted in high demand for new installs, but I simply asked Generator Supercenter to give me a service appointment, even if it is several months from now. They refused. Finally, I contacted Generac directly via ‘Generac.com service request’ as the OEM with the above complaint several weeks ago and they have not bothered to contact me. I would consider buying a different brand generator such as Kohler or Cummins and be very sure that your installer is willing to stand behind their workmanship after the sale.Generator Supercenter, Inc.
Date: 10/14/2024
Thank you for your feedback Rob, Generator Supercenter will only respond to new service request and new maintenance customers outside of major weather events. The high demand of existing maintenance customers after a major weather event does effect our service schedule, all new maintenance/service inquiries were instructed to reach back out at a later date so we could better assist our monthly monitor and maintenance customers. Please expect a phone call from our service team to address any issues you might have.Review fromEddie B
Date: 09/01/2024
1 starEddie B
Date: 09/01/2024
We have had an annual cellular monitoring service and maintenance service for at least 9 years. Our generator has failed at least 5 times during major events including the winter freeze, Harvey, Beryl etc. I have actually driven from SW Houston to Tomball and still have not been able to even get a date for a service call. Calling only gets a voice response that I am calling after hours. Cell phone numbers from prior technicians that we have tried are unresponsive. Maybe one of the worst companies I have ever dealt with. And I am Old....Generator Supercenter, Inc.
Date: 09/03/2024
Mr. Burke,
After reviewing your records i can see a technician performed a diagnostic visit on 7/11/2024, Our technician was able to diagnose the problem but was not able to gain approval for the repair while onsite. Also our records indicate you have sense declined the repair on 7/31/24. Please expect a call from our service team to address these repairs.
Review fromK. K.
Date: 08/20/2024
1 starK. K.
Date: 08/20/2024
I paid for annual service contract with the included monitoring. When my generator started acting up, not only did I not get a call (which is how the monitoring service was sold to me), they do not answer the phone, do not return messages. This has been going on since middle of May until the middle of August. I have a $13,000 generator purchased from them in my yard and had to go without electricity for Beryl.Generator Supercenter, Inc.
Date: 08/22/2024
Keith,
Thank you for reaching out. We sincerely apologize for the delays you experienced during the recent hurricane. Please expect a call from our service team to rectify these issues.
K. K.
Date: 08/28/2024
Their response was 4 business days ago. Still no phone call as promised.Review fromJames M
Date: 08/19/2024
1 starJames M
Date: 08/19/2024
Still waiting for service this is crazy to wait this long to get your unit servicedGenerator Supercenter, Inc.
Date: 08/20/2024
Mr. Mitchell,
Generator Supercenter is currently experiencing extended time frames on normal service items due to the demand of Beryl. I do see some recent notes on your file from one of our service advisors. I will forward your concern to them directly. We apologize for the delays.
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