Under normal circumstances, I am a very patient person. I do not rush to complain, and I give people and businesses the benefit of the doubt. However, at this point, my patience is not just tested--it is exhausted. What remains is deep frustration and serious disappointment. Prior to the completion of my newly constructed home, I made the decision to purchase a Generac generator from Generator Supercenter of Fort Worth. That decision was based on prior experience--I had previously purchased from them and used their service department for approximately three years without a single issue. Because of that positive history, I trusted them again and paid a deposit of nearly $4,500 for new Generac generator at my new home. Then circumstances changed. Due to unforeseen financial issues, I had to pivot. I did what any reasonable customer would do--I reached out to my consultant, Bralyen. Now PAY ATTENTION to this timeline: March 5th - Spoke with Bralyen. I was told someone from the office would contact me. March 10th - I followed up via text (see photo): "Haven't heard from anyone." March 11th - Instead of receiving outreach, I was told to call them myself. (So now the responsibility shifts to me? WOW) Fine, okay. I called. Here we go. March 12th - Called March 17th - Called again March 25th - Called again March 30th (today) - Called yet again. I believe that I have given sufficient time to resolve this. Each time, I was given a different explanation: First, the office manager handles refunds Then, the sales manager handles refunds Now, the district manager handles refunds And yet--nothing has been resolved. No refund. No clear answer. No accountability. I have called so much Dakota remembers my situation without any explanation once she hears my name. Let's be very clear: This is no longer a simple delay. This is a breakdown in communication, responsibility, and customer care. Conclusion: Based on my experience--and unfortunately supported by other reviews--this company operates with urgency when it comes to taking your money, but moves with unacceptable delay and confusion when it comes to returning it. What may at its greatest be a 5-10 business day process has now stretched into 3+ weeks with no resolution in sight, just be handed off to the next person. That is not just disappointing--it is unacceptable! I cannot recommend this company to any of my constituents, friends, or family, who trust my judgement and opinions. Choose some other company! read more

This is just a start. The electricians were great. The salesman but more specifically the management was horrible. I never received calls back after I expressed my concerns because my equipment was not functioning. Never do business with Generac Supercenter Fort Worth. The Salesman had no idea about what a generator could run as far as home electricity which cost us an additional $30k because we had to upgrade our entire HVAC system. The system we had would have never worked with the generac and yet he sold it to us anyway. read more

I was told there would be a $200 charge for an inspection prior to being able to place my Generac under a maintenance contract. The initial installation was done by an Authorized Generac installer so I didn't expect there to be a problem. The "inspector" failed the installation at the Automatic Transfer Switch and did not look at the Generac at all. They wanted almost $3,000 to "correct" the install. I have a quote from a licensed electrician to correct it for $500. For the $200 inspection fee, I should get a thorough inspection of the entire environment to know what else might be wrong. Emails asking them to complete the inspection have been ignored. read more

Run. Seriously. This company is unprofessional, untrustworthy and unreliable. The communication was terrible and the support was somehow worse; they billed us incorrectly--ignoring the paperwork. When asking if the payment was successful, we were told they'd "have to find the file. It's probably somewhere around here". When we asked for an update on the ordering/permitting 2 months later, since we hadn't received any updates on the process, we were told they couldn't give us an update and that it likely would be outside of the 2-4 month instillation windows provided since they were "behind due to the holidays" and still "working on orders from September". Ivan, the manager, also confirmed that they don't plan for project lead time when providing the installation window. It got worse when we contacted Costco for support since it was all set up through Costco. In response to Costco calling and checking in on the process, GSC's Manager Ivan called me and became confrontational and told us they could "install the generator at any time" and the 2-4 months "was an estimate" despite being told we'd have it in 4 months at the VERY latest BEFORE providing payment. We reached out to Costco for support again because this vendor was no longer a company we trusted to provide support and quality work. Costco attempted to work with the company with no result. We finally decided to cancel our order (having confirmed the hadn't done anything with permitting, installation prep, nor did they have the generator). This is when the story changed: Ivan suddenly was able to "pull some strings" despite the combative approach he took on our last call. When faced with losing a $14k job, he was suddenly able to provide an installation by the end of the month. With the safety of our home in mind and no trust in the service this company would provide, we still cancelled the order. I will pay the "10% cancellation fee" we now have to pay, despite NO SERVICE OR PRODUCTS BEING PROVIDED read more

Scheduled an in-home meeting with them for a new generator. Was told a $500 completely refundable deposit was required which I certainly paid. Representative came out to the house and performed a comprehensive estimate. At this time we have decided not to acquire a generator...that was April 2nd...called the company and emailed various times to get my deposit. Every time I get a very nice lady who says they are working on it (she has to consult corporate accounting)...but do I have my $500? Of course not...I will be reporting this company to the BBB and then seeking litigation... read more