Long review, but worth the read. I do not recommend this company. In my experience, they do not do…read morewhat they say they will do, they do not respect people's time or money, and most concerning of all, I still do not know if the $52,000 generator I purchased even works or is safe.
The sales process was actually very good in the beginning. Everyone was friendly, informative, and easy to work with. Up until installation, I had no major concerns.
This was not a small purchase either. Even after discounts, this whole-home generator project cost over $52,000, so I expected a much higher level of professionalism, communication, and attention to detail.
The problems started when I began getting conflicting and incorrect information. I would research things on my own, call to verify, and politely ask for confirmation. Each time, I was told the information I found was wrong, so I trusted them as the "experts."
That trust became a problem on installation day.
The concrete pad looked undersized to me, so I specifically asked multiple times if it was correct. Three different people confirmed it was. Then, on installation day, they realized it was in fact the wrong size. Instead of stopping the project, they started the install anyway and told me it would take two days. It did not. They had to pour more concrete, let it cure, and come back later, which delayed completion by nearly two weeks.
When they finally "finished," no one clearly communicated that the project was complete, explained how the system worked, or even confirmed it was operational. I was left wondering if they were still coming back.
From day one, I asked if they handled all electrical and gas inspections, and I was told yes. About a month after installation, the city contacted me to say the work had never been inspected. I called the company and was told, "Sorry, we'll get that inspection done." That is unacceptable. If the city had never called me, the gas line may have never been inspected, which is a serious safety issue.
There were also multiple quality and damage issues during installation:
* Two items under my house were broken and had to be repaired
* Protective shielding on wiring was cut in multiple places
* Landscape lighting was run over and damaged
* Overall, there was very little attention to detail
To make matters worse, they said they would come back to show me how everything worked and go over inspections. I blocked off time from work for the appointment. When they were already late, I texted and was told they were "5 minutes away." After waiting another 20-25 minutes, I texted again and was then told they would be "a little later." I had already rearranged meetings for this appointment, and they still could not show up on time.
Now here I am, nearly two months after I was originally told this project would be completed, and I still do not know if this generator even works. I have never been properly shown how to operate it, never been given confidence it is safe, and I have had to ask every question myself because communication has been so poor. After being told they handled inspections, I now have to pay out of pocket for my own independent gas and electrical inspections just to make sure everything was done correctly. At this point, I basically have a $52,000 metal box sitting in my backyard and no confidence that it is safe or functional.
Based on my experience, I cannot recommend this company. The sales team was great, but the installation, communication, follow-through, and safety concerns were unacceptable.
