Beware! What was a great company now has a "new" service manager and they simply cannot be bothered to return emails or phone calls. My generator has not been performing its weekly exercise as it should. I contacted Kohler directly with a video and they confirmed it needed service. I contacted GenStar (I have an annual service plan with them) and they sent a tech out who did not understand the issue and did not really listen to me attempting to explain it. Instead, he started the generator running on full load (which it does just fine) and then turned it off and said I needed to call someone to replace the pressure gauge on the propane input. I had a tech from Ferrellgas out who tested the gauge and said it was in perfect working condition. GenStar then sent another tech out who once again started up the generator on load and said it was fine. At this point I'm two service call charges into the fiasco. I thought an email might be more effective in conveying the actual nature of the generator's issue. I composed and sent an email on 4/13/25. Waited a couple of days, no response. Re-sent the email on 4/18. No response. Sent it a third time on 4/24. No response. I called on 5/7 and spoke to a woman who said she didn't know how to access their email account but would have the "new" service manager call me. No one ever called me back. I called again, today, 5/15 and spoke to Rodrigo who was very difficult to understand. He said he was trying to find the "notes" and then said he couldn't find the notes and asked me to tell him what was going on. I was fairly certain I was getting pulled down the same rabbithole of miscommunication so I hung up. I called back and spoke to Frances who also could not access either my email or any notes on my account. She said they had two new managers including the new service manager and that, while she could only help me with annual maintenance, she would contact the service manager and have them call me. At this point, I doubt I'll ever hear from anyone and I will start looking for another generator service company. Be cautious if you decide to employ this company, I'd hate for anyone else to have the terrible experience that I have had. read more

Leo Lopez serviced my Generac per contract and was commendable and courteous. Everything was explained.

1 Star is to much for this company. As previously mentioned in several complaints. It's pretty bad when Generac recommended service is swept under the carpet. Technician Ezequiel Betancourt was hired to do the necessary 25 hr rocker adjustment as indicated by Generac. Not only was he a know it all and tried to talk over may husband, but didn't even know how to get too dead center to adjust the rockers. He continued to try to bump over the generator electrically (and still couldn't get it). My husband is a very knowledgeable automotive technician but has medical problems which prohibits him from bending. The technician left telling us he had to find another tech to manually turn over the motor because he was unaware of how to do it. A phone call was made to the office to request a call back from the manager, of course never got a return call. Run from this company as they hire inexperienced technicians. If it wasn't for my husband's knowledge, this technician would've went through the motions as if he completed the job. When the technician left, he also left a hard fault in our generator. read more

The service tech CJ just completed a level 3 Maintenace on our unit. He did a super job. The system sounds better than ever. Thank you Genstar for keeping up with my unit's maintenance and keeping it running so well. read more

This review is being written to notify that our Briggs and Stratton generator 20 KW Air cooled B&S . Model 040267B Serial number 1019806133 was serviced multiple times by Genstar. Very unsatisfactory work. Problems recurring in few days to week. They do NOT stand by their work. Complaints 1 . New 55 AmpHr battery was replaced in September 2017. battery was again replaced again on 11/7/18 stating per maintenance schedule Highly questionable.When asked that battery life is 5 years or more who need to change in 13 months they got hostile. 2. Current battery is not working. Called Genstar and was told it is not battery but control panel issue. Control panel was replaced by Genstar Generator Services on 11/7/18. 3. Spoke with Lance on 6/27/19. He stated it is Control Panel malfunction. When questioned regarding warranty on Control Panel, battery and labor he stated that we should not contact him again. Just want to make you aware of our complaints and concerns. This company is a rip off. All they want to do is send technician out and send you a fat bill. Syed & Uzma Khurshid read more

Worst customer service. The person Lance is extremely rude and disrespectful to customers. We called on a service done and problem recurred and he stated we have to pay for technician to come and diagnose same thing that was fixed few months ago and we paid 1100$ for. He yelled at us and told us not to call him again. We tried to ask if the battery and control panel which were replaced few months ago were under warranty he told us not to contact him again. They DO STAND by their work. Never use them. Initially the lady is very nice but it doesn't take long to realize their game. RIP OFF Never to be used. They will be reported to government for scamming. read more

Genstar installed a whole house generator for us. They even helped us save about $1500 by suggesting that we buy the generator directly online rather than buying it from them. Who does that? These guys are a class act and are looking out for the consumer. I also liked the fact that detailed explanations were given on installation and operation of the unit. read more

This company is excellent and all the staff I spoke with were friendly, knowledgeable, and seemed to care about the issues we were having with our generator. The serviceman was on time to assess and fix my generator and he fixed it quickly. I will most certainly use this company for any and all of my generator needs. read more

I submitted my request for an estimate by sending a text message, as well as leaving a voice mail message. There was a delay in getting a response but when P-----, presumably the Owner, finally contacted me she explained and everything was good. The first available time slot was approximately 2 weeks out - on a Wednesday, at 7:00am so, we booked it. From the moment the appointment was made to the actual appointment day - there was no further communication, including an appointment confirmation call from the sales representative, M---. I arranged to be late for work so I could participate in the sales call. Waited until 7:20am and concluded M--- was going to be a No Call/No Show so I left for work. At approximately 7:50am my wife sent me a message that M--- had arrived and stated the appointment was for between 7:00 and 8:00, therefore he was not late. No, the appointment was for 7:00am. I know what was scheduled. I messaged P----- what had transpired and her reply was that this was atypical for M---, apologized and hoped that the rest of my day went better. Getting past this, M--- did his assessment and handed my wife a hand written estimate. So far all this could be cataloged under New Age Customer Service. However, later in the week I noticed my pool pump wasn't working. I didn't have time to deal with this during the week so first thing Saturday morning I checked things out. The circuit breaker for the pool pump had been turned OFF. Not tripped, but Manually Turned Off; I know the differance. The pool timer had stopped at the time of M----- evaluation and my wife confirmed that M--- had gone to the circuit breaker panel. Why I ask was it necessary to turn off the pool pump circuit breaker?! Was it to retaliate for complaining about his late arrival? The contract was ultimately awarded to another contractor who still understands the meaning of "Professionalism" and "Customer Service." Beware of Genstar Generator Service. PS - The review from Lynn M. on 6/6/2017 where she was advised to buy the generator online and save some money was never mentioned. read more

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