My generator was serviced today. The tech who provided the service was very knowledgeable and showed me several things on the generator I needed to know about. In that process, I got bit by bees that had formed a nest inside one of the fuel tank covers. I am allergic! R.J., your Tech cautioned me to take care of the bites and also offered to drive me to the hospital if needed. He stayed with me until we were both sure I was going to be alright. I am very grateful for his expertise with my generator and for the care and consideration he gave to me. Can't thank him enough! Pat Bailey, Newtown, CT Grateful Customer read more

horrible customer service. horrible people. Don't care about their customers, only care about themselves. Happy to post all my correspondence here in public for others to see. read more

Tried to get them to come test and service our generator. We are new to Wilton. Just wanted to speak to someone who made us feel at least welcome as a new client. We were met with a feeling that we are bothering them and they are too busy for us. When you are busy, you treat people like this, but when you aren't, they aren't there for you to treat that way. This is a culture thing, you need to build a good culture in the business for clients to be treated with respect. ***Owner responds below defending themselves. "Seems like most of your reviews are negative?" Have you seen your own company reviews? Get off of your soapbox, and we will find another company. Maybe pick up the phone and speak to clients rather than respond this way to online reviews. read more

We recently contacted Cannondale Generator for the purchase, installation and set-up of a Generac Guardian 24kw generator. Scheduling and Installation was timely and set up provided by Jordon was above and beyond expectations. In dealing with multiple third party contractors over the years, Jordon was right up there as one of the most professional, courteous and knowledgeable techs we have had the pleasure of meeting. As a family run small business, attracting, hiring and training the customer facing team needs to be a priority and so far Cannondale has checked the first box. We are optimistic that the after service provided.....annual maintenance and or service calls provide the same or better experience we just had. read more

Boo on Cannondale Generators! I've been a customer for some years, having purchased my Generac from the company after Hurricane Sandy. During the last two outages including the week long one this Spring, my generator failed to start up and required service calls. Both times a faulty solenoid was the culprit. I was billed for service calls in the neighborhood of $140 and told the solenoid was the issue and that it had been resolved. In August I had a $400 routine maintenance appointment and was told everything was fine. Cue the next most recent outage. Again my generator, a full house automatic system, failed to turn on. I called service, who arrived promptly, and again, it was the solenoid which was finally replaced. (Its a $27.00 part,in case you don't know.) I was billed for the part and for another service call..about $140. I complained to Cannondale about what I felt were 2 unfair charges for service calls for a problem that was preexisting and should have been resolved during the $400 maintanence visit. Today I got a letter from the President telling me they will no longer provide me with service or repairs. Because I complained! Meanwhile I am a senior, a cancer patient and recently widowed, so it would have been nice not to have to worry about this issue during a hard time, and it would have been nice to have someone care about my objection. Caveat Emptor. I posted my review on the Redding town site and also with the Better Business Bureau. The bad feedback from other customers on the Redding 411 Town site was sobering as well. Steer clear of these shady people. read more

After a service, and then several calls, I have decided that this company has the worst customer service I have experienced. They are incredibly unfriendly and unhelpful. Every time I speak with anyone, I get the feeling that I am bothering them, and that they have no interest in answering any questions. read more

Can I give 0 stars? I received an unsolicited email from Clinton French at their company for my "upcoming generator maintenance ". What's this? They were just out in October (4 months ago?) and charged me $400-something for a service contract. I called Mr. French to ask and he explained to me they come out twice a year to service. I asked him what this was going to cost me. He replied nothing, it's already covered under your service contract. Okay. The service tech comes out a few days later and is here 20 mins, maybe 1/2 hour tops. A few day later, oh look, an invoice from Canondale Generators for $197.93. So I call and ask to speak to Mr. French. He's conveniently out of the office but I can speak to "Mike". I explained to Mike that I have a service contract and this appointment was included. Oh no Mike replied, you don't pay up front for your service contract. Really? That's not what they told me in August when they were oh so happy to take my money. Bottom line is I told Mike I wouldn't be using them going forward. He didn't seem to mind. "Okay, I'll cancel your contract." Really? And that was that. This company right from the beginning was pretty shady to deal with. Save your money and move on to someone who actually cares. read more

Have had Cannondale servicing our generator for a few years...was serviced in April...after the storm that took out the electricity earlier this month..the generator dod not come on....our calls were never returned and it still does not work. VERY disappointed in the lack of customer service ...and what is the use of having them if they can not even return the calls or fix the problem. We will find another company....they sure took the money for the servicing but when push came to shove...were NOT there and seemed not to care one bit.....even a few weeks after this incident...still after more phone calls...do not return the call or tell us anything about the problem. read more

I have been paying Cannondale to maintain my generator since I bought this house in2017. During the August power outage it did not start. The only reason to pay for maintenance is to have a working generator for such an event. I was unable to reach you- when I called I got a recording that did not even enable me to leave a message I called 20/30x as I was concerned about frozen food etc. If I was able to log in my issue I could move on to other critical tasks but I had to keep trying. The recording did not even refer me to your websight (where I filled out a form that you eventually responded to. ) I understand that you were inundated with calls but not taking a message and logging it in puts the burden on your customer to keep calling all day. The generator was eventually started but promptly broke down again. Then a repair was made( "unit off on autocrank"). I was shocked to get an invoice for this and I'll assume this was an oversight during a busy time. Obviously I'm quite disappointed with a generator being maintained that doesn't start and an inability to reach you without taking an inordinate amount of time. My question is:Given that I've been paying you for almost 3 years to maintain something that didn't function on the only date I needed it, what are you willing to offer me to retain my business? Obviously poor job of maintenance and Ill equipped for the outage. Phone line was fine but led to a recording with no opportunity to leave a message! No response to this note so I hired another provider but I just got another copy of the bill! A company whose basic service is to prepare for and help in a crisis failed miserably at both. ( I do not appear to be the only customer this happened to). On top of that they can't get someone to answer a phone ...disappoints their customers at the ONLY time they're needed Responses here to similar complaints appears to attack their disappointed customers. I felt motivated to write so no one gets the impression this as an isolated problem read more

I have been so nervous and upset trying to run my household and these managers are not customer focused at all. I am so upset with this service manager who just told me to pound sand they are not picking up my portable generator to fix it. I thought I was picking g the best to help me. I picked not the best at all. I have to relay this story to my exhusband who recommends them when working on pumps. Wow. I am just stunned a manager would make these kinds of business decisions. The little guy, stay away read more

My Cannondale generator just completed one solid week of meritorious service following tropical storm Isaias. As the days passed, I was getting nervous, but the generator performed solidly for an entire week. read more

Poor, slow service; non responsive"24/7" phone system. When I finally did speak to someone( after 6 weeks of trying) they truly didn't care that I was threatening to leave their service. So, I did. We were also billed for a maintenance that was not performed properly, thus no power during the hurricane in early August and power outage late August. read more

Great service when we needed it. Our generator failed to come on during a recent blackout, so we called Cannondale for help. A tech was here within 2 hours on a Friday and we were up and running quickly. (Btw, the tech told us that the generator had been failing to self-test for two months). read more

Useless. We paid for twice yearly servicing, but when the power went out, our generator didn't work. Have been waiting for 2 days for Cannondale to come repair our generator, but they won't even return our phone calls. We're betting on CL&P to bring back the power before Cannondale gets back to us. Pretty sad service. Follow-up: one month later, and Cannondale still hasn't called us back. Eventually hired the plumber to repair the generator - a minor problem that the regular servicing should never have missed. read more

Worst customer service. We have called daily and left a message for call back for the past week and not a reply for them. They take your money for servicing, and when you need them, nobody comes read more

I am giving this company 1 star because I can't give zero...this is the most irresponsible unresponsive company I have ever dealt with...needed emergency repair during power outage for extreme medical situation and they could not be bothered...look for other companies not them! read more

SO dishonest. We were billed hundreds of dollars for services that were never actually performed. Our generator failed to activate during a hurricane and we lost all of our food (hundreds of dollars worth of frozen meat). They do not return calls or emails. Avoid! read more

i bought my home in July of 2020 , and my generator was overworked due to how long the power outage lasted, after the electrical power was restored Cannondale comes out to my place and services my generator for a whopping 930.00 dollar service call for a replacement part that cost 29.99 a rubber boot that was damaged due to the high usage of the generator because of the storm. Now I admit I`m a new customer and new to the neighborhood but taking advantage of My wife and ne is highly uncalled for and if i did`nt have to pay the bill I would not . Your company is rotten to the core read more

Give Cannondale a Zero. Newly installed May 2020 whole house Kohler generator failed to function properly during Tropical Storm Isais as soon as we lost power Tuesday afternoon. Their technician thought he fixed by adjusting propane fuel mixture Wednesday night. Generator failed the following morning. Propane and generator were installed at same time. Leahy, our propane supplier, was summoned by Cannondale to check the two regulators, which were fine. Leahy called Kohler tech support and the diagnosis: Cannondale never converted the generator to propane from natural gas. A major screwup. Cannondale's President, Vice-President and Service Manager never returned my emails or phone calls. My new unit is under factory warranty and I wanted it checked out. Kohler Corporate sent another company's technician to go over The install. He rectified set up computer Programming which was incorrect and grounded two cut wires that were hanging bare. Cannondale answered the phones back in May to collect $ via credit card. Now all day there is an answering service & calls not returned. Two other Cannondale clients nearby also get no return phone calls for needed care. Avoid this company like the plague. Dr. George Heinemann Redding, CT read more

Since signing up for a maintenance contract with Cannondale, I have spent $1,554.74 in repairs and maintenance visits. On December 27,2016, I had a level 2 maintenance visit performed. During that visit I was charged $155 for a new block heater. A month later I went out to my generator to ensure that it was working due to an upcoming snow storm. It would not turn over. Cannondale sent a tech out after the storm and shortly thereafter I was presented a quote of almost $4000 to repair my generator. Included in that quote was a new BLOCK HEATER for $155. I contacted the service manager and told him I wanted to have the quote redone because at this point my trust was shaken. He then sent another tech out and presented another quote for repairs for almost $1700. I also asked for a quote to replace the generator and that was never supplied. I never authorized the repairs on my generator and two techs showed up at my home last week to complete the repairs. We turned them away. I've now had two competitors to Cannondale come out to look at the generator and both have stated that I would be throwing good money after bad by repairing my generator. I requested a refund for the December 27,2016 visit and cancelled my contract. They did acknowledge my request to cancel and wished me luck with a new provider, but did not acknowledge my request for a refund. read more

We have been customers for 9 years. Over that time, we've always had excellent care from the service department. The techs out in the field are great. As a family owned SERVICE business, the front office should take a lesson in customer service from the back of the house! read more

Cannondale's customer service is horrible. During the July 2020 Northeast power outage you could not contact them. After 2 days of constant calling they finally answered. They sent a tech out to repair the generator and it worked for 3 hours. I went through the same process and they came out again and it failed again. After the week long power outage they diagnosed the problem a a major parts failure. I elected to purchase a new generator. A few week later a sales tech came out to evaluate the situation and promised to give me a quote in a few days. I never go the quote. I had been a customer for 10 plus years and they never responded. Anyone else buy them is better. They have too many customers and to few qualified technicians. All they want to do is installations and sign you up to overpriced service contracts. In case of an emergency they won't be there. So what good are they? I am surprised they got such a high rating. read more

We were on maintenance with them for over 4 years. They changed the oil and filters, etc. When the unit went down during a power outage, they "didn't have the time" to fix it. In addition, they told me that it would be difficult to fix. Well I called in an electrician..$50 part and 1/2 hour later I was up and running... Shame on them! read more

I have dealt with the Cannondale team for a few years now. They're a wonderful family business and I would highly recommend them. The techs are on time, do a complete and detailed job, and the follow up is top notch! read more

I've been a customer of Cannondale Generators for just over a year now, and I'm very pleased with their service and professionalism. Never having had a generator before, the house came with one and they were able to answer all of my questions in a way I could understand. I always prefer to "shop local" and love that it's a family-run business. Thanks for keeping the power on! read more

Excellent service and attitude. Have service contract for Generac. My Generac Generator was installed by someone else. (Had I know about Cannondale then, I would have used them). I bought a service contract with Cannondale shortly after the generator was installed. I am glad I did. When a light lit up, they came and inspected immediately. (IT was a normal servicing light). Then, recently, when the generator went out because of a wiring problem in the initial set-up, Cannondale came out, fixed it PROMPTLY and well, and came back to inspect as needed. Iike their attitudes and professionalism. read more

Awful - just awful. I purchased a portable generator from them, and it was defective. They refused to service it - saying they are "too busy with larger installed residential systems". The arrogance and lack of caring was unbelievable. read more

The customer service and system is abominable. Our generator did not work the first time our electricity went out. The service person came and got it working again and it broke again that night. We started calling as soon as we realized and the phones were busy for hours. We finally connected and they said they would send someone out in the next few hours but they never did. We called every few hours to check in and they brushed us off. By 9PM, they gave us a fabricated a story about what we told the service person the night before. It was bizarre. They finally came out after several heated conversations and gerrry-rigged it and said they'd be back to fix it in the next few days. That was two weeks ago. We've called several times and they've still not showed and they don't acknowledge that they've missed scheduled appointments. DO NOT TRUST THIS COMPANY! read more

I didn't get my generator from Cannondale originally, but they have been servicing it ever since. They have never been anything but professional, courteous and reliable. I would recommend them without hesitation!! read more

discovered on tue.12/16 with wonderful tech Steve my generac home generator needed a part replaced (battery warmer pad). Steve said he report in to the terrific service/parts manager Mike. it is now wed. afternoon, before a blizzard is expected and unannounced , Steve just showed up to replace the part and was done in 10 minutes. tested new battery warmer pad and then tested the unit and all is in tip top shape. nice to deal with a company that not only stands behinds their products and service, but in front of them as well. kudos and thanks to Cannondale Generator, tech Steve and parts/service mgr. Mike. Bob Fuhr, Weston read more

My experience was the same as the previous reviewer's. I got a great sales pitch, bought a system, and then couldn't get it serviced - at least not by Cannondale. I had to pay Northeast Generator a substantial sum to do the work that should have been done under warranty. This business should be shut down. read more

Last year I decided it was time to purchase a stationary generator for my home in Weston, CT. After reading some reviews, I selected Cannondale Generators. They responded promptly, reviewed my needs and options they could offer. They recommended a Generac that would keep virtually all of my services functioning in the event of a power outage. Once I signed the contract, Cannondale took over all of the many steps required for installation. They kept me advised of what was happening, and were always responsive to my questions. They stuck to every date in their schedule. This is a highly organized, efficient, and diligent provider. I have no complaints, only congratulations on their work. I haven't had any power outages since the installation, but they've tested it repeatedly, and I have every confidence that they'll come to my rescue immediately in case of any problem. Highest marks! read more

I was so glad I selected Cannondale for the purchase and installation of an Cummins 20w Standby Generator. The delivery, site preparation, installation, site restoration and initial startup were all performed professionally. All the men working on this job were knowledgable and didn't hesitate to share information when asked. Cannonade has a great team and all deserve a pat's on the back for job well done. It's having people like them that makes Cannondale shine above others in the industry. read more

Just got a bill for $436.91 for changing a battery on my 20KW Kohler . $99 an hour for labor, 3 hours !!! $200 of it for travel time - with an additional mileage surcharge of $2.95 !! Battery - a $29.00 one at Brewer's Hardware in Mamaroneck, sold to me for $104.95. They took the other one, drained of charge because the trickle charger was shorting, which was still good and gave no credit for it - because, they said, they were not equipped to charge it. I had told their tech i had a charger. Guy who answered the phone said, when i told him this was the last time I'd do business with them: "Pay the bill and we'll make a note of it". Could not have cared less. Not possible. $436.91 to change a battery !!!!!!!! Avoid this company like the Bubonic Plague. read more

This is the most worthless company I have ever had dealings with. I bought a generator from them and when the power went out during Hurricane Irene, it did not work. The company would not return phone calls for 5 days!! I left messages with their answering service about 10 times a day for the 5 days straight and to this day, have never heard from them. The owner of the company was on TV after the storm talking about how many new generators he sold during the storm. To make insult to injury worse, an independent company that came to help me after the fact told me that the oil filter appeared to have never been changed and that there was a burned out major part, something I was never told. I was being charged twice a year for service that apparently was not being done. read more

Cannondale Generators graciously donated a generator to the JDRF Gala in Greenwich which we won. When Hurricane Sandy approached, we called Thursday to have it ready by the Friday before the storm . . . In the height of providing service to their existing customers, they assembled and and prepared the generator for my Dad who was bringing it to their home on the Jersey shore. They went over operations and were friendly, thorough and pulled through when we needed it most! Thank you for your generosity and amazing service! read more

It took over a year for Cannondale Generators to install our generator. after we gave them our deposit we didnt hear from them for two months. they wouldnt even return our calls. the whole process was a joke.I would tell anybody looking for a generator not to use this company unless you have a year to wait. read more

This is the single worst company that i have ever dealt with. I have been treated rudely by every person in the office and the owner. We spent over 13,000 dollars on a generator that doesn't work and not one person will tell us what is wrong. We were even told that "this generator never breaks down, which is why we can't fix it...we don't know how." Was also told that "their workers are tired and may even have to work over the Labor Day weekend!" REALLY????? Well when you have a disaster this is when you are supposed to shine...this is why we bought a generator, NOT for every other day of the year! SO SORRY your people are tired and can't work...this is now the 6th day without power, we are ALL tired. During the rest of the year while you are playing Scrabble on your ipads you can claim to be tired, but NOT NOW!!! This is your business...Give me a break...They should be apologetic not rude and disrespectful. read more

cannondale is great. have been using them for almost 20 yrs. they come thru in an emergency whether fair weather or the worst snow storm! i have recommended them to friends! my system is still wonderful! read more

Without a doubt, the worst equipment contractor I have ever had. Cannot keep the generator working, even with a service contract. We have had three storms in the last 18 months, and not once did the generator perform as expected. Will not answer their phones or reply to emails or messages. When you do talk to them, they have one excuse after another and even are prone to arguing with you. Clearly more interested in selling the next generator than in servicing ones or standing by their work even after taking your $350 annual fee. We are forced to bring out another contractor and pay exorbitant emergency rates because cannondale does not respond. When the other contractor looks at the generator, you get comments like "cannondale is stealing your money - it looks like they change the oil and say everything else is fine. We hear complaints about them all the time.". Granted these other contractors have a motivation to talk down competitors but when the new contractor pulls out three defective or worn parts one month after the last service, you tend to believe them. Beware. read more