Generx Generators

I had the power outage and relied on generx generator and it failed to work.i did yearly maintenance service like they recommended and paid but generx generator did not work one time i needed.now they want more money to diagnose.horrible generator horrible service horrible company not worth your time and money.i do not recommend

No way to call for service. You must fill out a form on line, even for emergency service. Form asks questions most owners won’t know how to answer, then says 72 hours for a response. 72 hours! What kind of service company can’t even be called? I’ve had there generator for several years now and the service is poor. Every time the Wi-Fi is disconnected and not reconnected by the tech.

Mr. Autullo, Please tell us your company attorney's name and address, since you did not reveal your previous communication, likewise would you please tell us the Generac, Gas and Municipal engineer's names, addresses in order to avoid the next step. I believe we are living in an uncertainty in almost 10 years with an unreliable machinery, this is scandalous and unacceptable. We should know the fault's real source and who is to blame for. Since, up this point doesn't know that, but everyone is trying to guess. We are extremely tired and furious with the Generac and your companies' ignorance, since nobody is assuming responsibility for an unreliable generator since 2014. Put yourself in our place. Can you picture yourself that buy car in 2014 with the same troubles in functioning, (unreliable vehicle) you did continuously contact the dealer and car manufacturer and spent time and money, but you didn't get any solution at all, but the BS and a lot of incompetence only. How would you feel? Could you please explain to us what the connection the gas line distance requirement to an air-cooled or liquid-cooled unit. What the connection is with the fuel line's length to the cooling system? I was unable to find out, since you are the current Chief Operating Officer of Generx Generators you should know that since, you stated. I assume that you are an extremely experienced in generator's functioning, installations, etc. You should know that our generator is working couple of weeks or 5 - 6 months without interruption but other times it shows governor fault, Canbus error, Governor Error, we have a defective Control Board told by your master technician, referencing to Mobile Link system only. and the Generator became useless. Since, in 2014 you couldn't find the real error, cost us thousands of dollars. Fortunately, none those "errors" were true, and all parts are working since 2014 but our generator still unreliable, since we don't know when generator is properly working or not. Generac replied: your warranty has run out so any service dealer that comes out to do repairs would be your responsibility. Unfortunately, Customer Support are not trained technicians and cannot tell if your unit is functioning properly or in fact does need to be repaired. When I requested an experienced technician from you, I ended up Juan who was a cook, he doesn’t the entire system, billing, etc. He had call (multiple times) to receive instructions to repair/diagnosis test. Later said, didn’t find the problem with battery but he had to replace the “governor” ASAP. he said, didn’t find anything wrong with “governor” still working as factory spec. and he said it possible needs cleaning. Your service showed on 11/18/2021 we couldn’t catch his name; he started up the generator then about 5 -6 minutes later determined we have a defective Control Board which is very expensive. You gave an estimate for replacing the defective Control Board and Governor. You said, “Since this was a governor fault, sometimes these things act up together.” However, it shows none of them were thru. Our current generator company, LEW Electrical Services with 50 years of generator experience, stated: I would suggest reaching out to the installing company and let them know of Generac’s new standard for the fuel supply. This is outstanding NG fuel supply plumbing discrepancy. Result: Intermittent governor fault will continue until the fuel supply plumbing's discrepancy is corrected. Since, the problems occurred from new installation in 2014 and still exists, I'm not sure that the generator's age is interfere in the operation, since parts are properly working. However, meanwhile Generac changed the installation instructions - to minimum 5 or 8 feet distance from the regulator for safety of operation and avoid any damage the generator's parts. Then Generac should have to notify every installer and pay for the work needed repair, since this their fault. As you stated: "It was until very recent that Generac states the regulators need to be X amount of feet from the unit, and that is only because people were not following the requirement of the vent being 5’ away from the regulator." That means "people" your company is among the others "people" since, I don't believe that "peoples" are installing the generators for themselves. Please read the Installation Guidelines for 48KW generator in page 21: "A minimum of five (5) from the inlet of the generator is recommended. A lager distance may be required by the regulator manufacturer or authority having jurisdiction." (Please see attached.) After all, the installation instruction is insufficient/obsolete our generator price is almost $24,000.00 + thousands of dollars service fees in 8-9 years for an unreliable machinery. I wrote this email to Generac to avoid the next step, however they recommended their Customer Support agents again. Whom it may concern, Wonder, what is the reason I am unable to get a straight answer the simple installation question from Generac since 2020? Since, we tried ask from the Generac's Customer Support, but they either not replied, or their answers were meaningless. Ms. Covarrubias Ms. Braxton Mr. Breckler, Mr. Dylan K Mr. Valdez What is the official specification for the fuel supply line's distance from generator to the supply meter or regulator? I have a 48KW Generator for $24,000.00. Although your office has provided us the installation guide with the minimum 5 feet distance, but the installer's company Generx provided a different installation instruction, with not mentioning the distance. However, the according to the attachment provided by Mr. James Valdez on 07/31/2020 he states fuel supply line's distance from generator to the supply meter or regulator minimum 8 feet. Ours is less than two feet. The generator in installed in 2014 by Generx Generators, since then the generator working couple of weeks or 5 - 6 months without interruption but other times it shows governor fault, and the Generator became useless. Since, in 2014 they couldn't find the real error, cost us thousands of dollars. The original installers Generex Generators said the installation was correctly done; however, the provided drawing shows the installation was defective, since fuel line only 2 feet from the generator. Since I did not receive any installation manual, I am not sure that who is right, maybe the generator is defective. If in the meantime, Generac issued a correction the installation instructions, then what is the reason for not noticing us and not correcting/repairing Generac's mistake, no matter the Generator under warranty or not. after all Generac's installation instructions is insufficient/defective. According to recent assessment by LEW Electrical Services with 50 years of generator experience, this is outstanding NG fuel supply plumbing discrepancy. Result: Intermittent governor fault will continue until the fuel supply plumbing's discrepancy is corrected. Our cost about $2,200.00 + tax. Please note I am 72-year-old 100% disabled individual. I cannot live that uncertain the generator’s operation or the pointless, high service costs.

the connection was replaced quickly

Very well. My husband has a terminal illness and they we excellent in speeding up delivery and installation

kind of careless in a couple of areas it took some doing to get things corrected those that did fix the mistakes of the others did a good job.

Generx was great , they kept me informed throughout the whole process and answered any questions that I had. Once the permits were issued they had the generator and electric panel installed in one day and had me up and running . All the staff were very friendly , helpful and very professional. I highly recommend this company .

Excellent. GenerX took over my original contract with Colonial that they abandoned and completed a timely and professional installation. Extremely pleased with job. Definitely recommend this company

Tech showed on time and called me 30 minutes prior to arrival. He quickly identified the problem and repaired the unit. No charge as it was covered under the warranty. Keith Painter

I was very impressed with their proposal, cost, and the quality installation. Excellent employees and project people. They did all aspects of the project. No need to have additional contractors. The cost included the initial supply of propane as well as other related fees. It made the overall cost less.

I scheduled Generx on 2 separate occasions to get my generator running. The first time there was an issue with gas regulation likely related to solonoid valve. Tech made a minor adjustment and got the generator running. A week later I tried to run a test and I could not get the generator running. Tech came back out and told me it was a problem with my fuel tanks. There are 4 tanks available to the generator. 2 large tanks that I rent and 2 gas grill sized tanks stored in the unit itself. Tech discovered that 1 of the large rental tanks was empty so switched to the full tank. Again, he got the unit running. When I tried to test the next time, the unit did not start. When I called to discuss with Generx, they told me I should call the gas company because they felt it was a problem with the rented tanks. I told them the unit did not start when using the small tanks either so calling the gas company would not help. I told them that I thought that the unit needed a part involved in the gas regulation. Then he said they don't usually work on small units like mine and they don't know much about them. A little hard to believe a small unit is harder to work on than a large one. If they didn't know much about them, they should not have agreed to attempt a repair. I paid $132.50 for the first visit and 87.50 for the second visit. Both visits included a disposal fee even though they disposed of nothing. The tech spent about 15 minutes diagnosing and "fixing" the problem. I would not recommend this company for repairs.

After reviewing several companies, I went to the Generex website and filled out their online form to request an on-site visit and quote. I received a confirmation that the request had been received and that I should be contacted in about a week to set up an appointment. After about 10 days I had heard nothing, so I telephoned to ask when I might be hearing from them. The person I spoke with confirmed that I was on the list of people requesting a quote and that I should be hearing from a representative in about another week. That was at least 4 to 5 weeks ago and I still have not heard from them.

This company provides amazing customer service! The sales team first sends out a welcome email along with informational videos on the generators, then calls for to make an appointment and answers all questions (not pushy sales tactics). When you place your order, you receive a detailed email on who, what, when the services will be performed (very helpful and considerate). The electrical & gas installations are done on different days by highly trained technicians who know what they are doing. They explain the process & time needed and they all bring levels to make sure their work looks great!! They take pride in their work! The last contact is with the "start-up" technician who goes over the systems to make sure everything works properly and provides additional information (one caution here, he's a Carolina Panther fan). Bottom line, I am extremely pleased with the entire process and confident in recommending Generx!

Can not get service from Generx after trying for 2 months.

Very well. Felt we had good service

The follow-up to repair the drywall in the back hall (still not done) was the only thing from making this all A's. The generator came on immediately after we lost power, ran for five days, and the natural gas bill was way cheaper than one night in a hotel. A little better coordination between subcontractors would have made this a perfect score, but I feel the initial and operating costs of the unit make it a great deal. And my neighbors who used the freezer and pool agree!

Mark and all of the employees and Generx are very knowledgeable and professional. I would recommend this company to anyone who needs or has a stand by generator.

A year ago, we had a whole house generator installed at out new home. We love great customer service but we never expected the amazing service that GenereX Generators provides. From beginning to end it was seamless. when we signed the contract, Mark Costis, Owner/Operator sent us a letter that he was totally involved in everything and if we have an problems he wanted to know. Each and every one of his employees, from sales to installation professionals loves working for this man. He may well be the "most loved employer" LOL! GenereX kept in touch with us during the hurricane even offering a means of contacting them directly. Our online app let us know that our generator was ready, but had not gone on. After Irma passed, again we heard from Mark just to make certain there were no issues. So... this company is amazing !!! To: Mark Costis, Owner/Operator "Thank you for this communication. As always, your interaction with your clientele exceeds our expectations and sets a standard that few, if any, meet! Your commitment to all of us and may I say, your employees, is outstanding. Your employees truly love working for you and as you may well know, they, in turn, are happy in their jobs ! "

Their reply to my request essentially made it clear that unless a definitive issue was found to support that the previous service was to blame for the transfer failure, I would be charged again. Needless to say, working outside in the middle of a hurricane on a generator that I am not familiar with while winds are blowing tree branches all around me is not what I call the generator being repaired.

Simply outstanding. They installed the generator quickly and kept up on maintenance so when power was needed after Hurricane Irma it worked. It was nice to have hot water and air conditioning when the rest of the neighborhood was out of power. Can not thank the Generx enough!!

They are a top notch firm. Very professional and polite. I am hiring them to handle our second home at the beach. We are very happy with them.

We were hit by Hurricane Irma here in Dunedin FL. Our 20kw Generac ran continuously on natural gas for a 6 ½ day grid power outage, operating all electric systems – lights, refrigeration, A/C, cooking, electronics… even keeping my electric- dependent saltwater pool system operating, with only 1 momentary, minor voltage dip (I only noted as my Uninterruptible Power Supply block beeped once). I was uncomfortable stopping the unit while it was running as it was critical to my home and personal safety, but I visually checked it regularly and monitored for any yellow light warnings which did not occur. After grid power was restored, I checked the oil and added a quart of synthetic that I had discussed with the tech at the last annual service call. The next day, contractor crews had to cut the Duke Energy grid power to do additional repairs and the Generac kicked in and off automatically once again. I consider that service over 7 days exemplary with a 4 year old unit that has received regular maintenance. We bought the model #6244G 20kw residential unit from GenereX here in Oldsmar FL in June 2013. They installed and tested it including the automatic switching box. It has worked in previous outages perfectly starting, switching on and then switching off when grid power returned. They worked with me to place it along my equipment wall on the north side of the house and coordinated installation with building inspectors. GenereX appears to be a quality Generac dealer, regularly communicating with me as a customer and as we have had them do regular maintenance annually. They have been helpful on those calls answering my questions on operating and monitoring the unit including coaching me on the synthetic oil they use. GenereX responded promptly on a recall issue a few years ago and on a minor gas supply issue after we replaced an adjacent gas water heater unit. Also, with all the calls about generators GenereX received in the wake of Irma, they set up a special phone number for existing customers to get through with their requests. I did not have to use the number, but it was great they sent an email to me as a customer noting the special number. That’s good customer service. Thanks, again to Generac and GenereX JH – Dunedin Fl

We recently installed a GenerX Generator. Before, during and after Hurricane Irma, which caused major power outages, GenerX was available 24/7. Mark answered every call, provided support and answered all of our questions. During their busiest time, their customer service was exceptional and very professional. I would highly recommend GenerX.

GenerX is great! With little ones in the house and Hurricane Irma barreling down on us, we did NOT want to lose power for days/weeks at a time. Our entire neighborhood was dark for 5 days, but not us. GenerX rescued us!

The work performed was over and above what I expected; very professional as well. I would not recommend anyone else in the market for a generator.