Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:03/20/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  The business came to my house starting last year and was supposed to put a Generac generator and ****** tank in my front yard. The easement proved to be unusable for a 200-gallon tank so another 4 LP 50 gal. tanks were brought in and placed in the backyard. The installation was completed but the final inspection was never done and the installer let the original permit expire and never renewed it. And no final inspection has been done. At this point in time the Generator ************ is refusing any further contact and are unwilling to perform the steps necessary to complete the project they started. The generator is unusable and sitting idle until such time as an inspector can come in and ok the installation.

  

  Business Response

  Date: 04/18/2025

  This response was taken verbally by BBB:

  In addition to other remedies we have already performed, we have agreed to replace some sections of damaged fencing. All of the permitting issues are resolved. We are continuing to work with the customer on a resolution. As of today, we sent the customer a release to repair damaged fencing and close out the project.

  Customer Answer

  Date: 04/18/2025

   
  Complaint: 23088504
  
  I am rejecting this response because:

  The release was poorly written and I dont believe this company is genuine in their response since they have not followed through on any agreements  

  Sincerely,
  
  **** ********

  

  Business Response

  Date: 05/13/2025

  We have provided several goodwill remedies to the customer including: stucco repair, landscape repairs, pavers which is all excluded from scope of work.
  The last goodwill item is to replace fencing that the paver company scratched. However, we are not willing to proceed until the release is signed as this will be the last goodwill we provide. The actual scope of the contracted project has been completed. 
  

  
  

  Customer Answer

  Date: 05/13/2025

   
  Complaint: 23088504
  
  I am rejecting this response because:

  The companies claims are not accurate:

  - stucco repair - They never finished.  I had it finished.

  - landscape repairs - incomplete but I accepted the work

   - pavers- I accepted the credit.

  All the damage listed above was due to their faulty workmanship and subcontractors.

  The fencing damage and repair has not been agreed upon.  On April 11th, Generator ************ stated they were not responsible for the fencing repair.  ****** intervened and made them address the problem.  A lady from a contractor that *** arranged came out to do an estimate of the damage on 6 MAY.  She has still not submitted the estimate.  I have no idea what *** will agree to at this point.

  Other actions not addressed:  

  - As part of the contract, *** is responsible for the approved permits and the certificates of completion with the county.  They promised to do this on APR 7.  This is still no complete.  They never showed up.

  - GSC did connect the generator and it is operational.  However, the installation service man said the electrical box is damaged and needs to be replaced or repaired.  It is not sealed and will take in water during a storm.

  The release they sent me is written poorly.  They said they will do "certain" fence repairs.  I do not know what that means.  They have never delivered on any promises or plans to date so I have no trust that the release will fix that problem.  I will not sign the lease until it is written properly and they make an attempt to close all of the open issues out to my satisfaction.  This is not their good will.  This is a very poor installation that created a lot of damage.  

  I totally disagree with this statement from *** until they address all of the above:  "The actual scope of the contracted project has been completed. "
  
  Sincerely,
  
  **** ********

• Initial Complaint

  Date:08/17/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Generator Supercenter was contracted in July of 2021 to install a whole home generator for my property. The didn't commence the install until 2022. They submitted plan revisions to the ************** which they have never been able to get a final approval on and now I have a Generator on my property that has an expired permit and the company is unwilling to resolve the issue without trying to charge me more money after misrepresenting to me that they could indeed install a generator per code. So far they are unresponsive with a solution other than to move the generator at my cost. If the generator couldn't be installed where it is currently located and they represented they could do, I never would have entered into any agreements with them. As of right now, they are in breach of contract, submitted inaccurate and false documentation to the ************** and are tying up my property with an open permit that I can not close without them. I need this resolved immediately, otherwise I will be forced to commence litigation against Generator Supercenter for not only the cost of the generator, but also the delay on being able to sell my property with an open permit on it. I hope to get this resolved as soon as possible. The permit is still open and expired and the ************** requires intervention from this vendor.

  

  Business Response

  Date: 09/06/2023

  Dear ********************,
  
  Thank you for taking the time to communicate your concerns with the project at your property.  We value you as a customer and continually strive to provide positive outcomes on all installation projects.  After reviewing your file, we can confirm you currently have a fully installed and functioning generator since the time of installation in 2021.  Your generator has passed all onsite inspections for the gas and electrical work performed.  The installation of your generator appears to meet the guidelines for mechanical equipment on your property which are the same as other appliances such as HVAC with respect to property line setbacks. 
  
  It appears that the certificate of completion has not been issued due to a condition thats been placed on the permit.  This condition is for a spot/as built survey. It is a document produced by a licensed surveying company rather than our own team.
  
  When the document was provided it is our opinion that it contained an error in the measurement from generator to the boundary of the lot. Because of the possibility of a clerical error on the original spot survey that was performed we requested that it be redone. 
  
  The second spot survey that was received relayed a substantial difference in the distance noted between the generator and the lot line.  The second survey places us a few inches short of the setback the city has noted, however it is further away from the boundary than adjacent mechanical equipment that carry the same guideline. The significant differences between the surveys received have lead us to lose confidence in the validity of the findings. 
  
  We would like to propose that you select a surveying company of your choosing to come out and perform a new spot/as built survey at our expense.  In the event that the survey comes back, and it does not satisfy the requirements placed on your permit, remove the generator and refund your investment.
  
  We have included copies of the documents received previously as well a photo of the generator location in question. 
  
  It is our view that its likely no additional action at your property will be required, however we look forward to a resolution if further action is deemed necessary.  
  
  

• Initial Complaint

  Date:01/16/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My elderly parents bought a generator from Genertor Supercenter last year which took way longer than they had stated to install. It gave my parents a great amount of security knowing they would be covered in a power outage. Well that didn't happen. After hurrican *** in Sept 2022 & another power outage last month, the generator totally failed. I let them know after both failure events and they sent out someone to look at the generator to be told it was fine. Every Saturday it does a self test and there was nothing that ever came up to indicate a problem so why didn't it work? After I was told by ***** they would send their best electrician, 2 gentlemen came out to check the generator and after a lengthy inspection they finally found out there was a defective circuit board in the generator. I called and emailed ***** at Generator Supercenter and never had the courtesy of a return call and neither did she ever call me to discuss this. After 2 weeks I emailed ***** that I wanted the ************** info for her superior she emailed me back immediately. I know I would never have heard from her if I did not ask for her superior's name.We would like some sort of compensation for the total failure, twice, of the generator. The 2 prior times they were out we were told is it is working fine. No one did a full load test to see there has been an issue from the beginning. After paying over $20,000 for a unit you expect it to work or find out the issue after the first failure. When they replaced the board they did not run another load test, which I felt should have been done and when I asked if they knew it would work I was told I suppose it should.When I asked why the weekly checks never showed any issue she said because it is not a full load test and I need to contact Generac since it was an equipment issue. We will not stop pursuing some kind of compensation as Generator Supercenter did not do what should have been done to earlier find out the unit was defective.

  

  Business Response

  Date: 01/31/2023

  We appreciate the opportunity to resolve the malfunction related to a component in the generator.  It is our understanding that the part has been replaced via the product's warranty at this point and the system is functioning as intended.  We would be willing to perform the next annual preventive ******************* which is coming up in March at our expense. This would provide another opportunity for you to be comfortable that the generator at your parent's home will serve them in the event of a power outage.  

• Initial Complaint

  Date:12/07/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a 24kw Generac Generator from ****** for $19,000 installed. Generator Supercenter of Ft Myers was the vendor they chose to install the product and the installation was completed. The first time the generator was used for was Hurricane *** and the generator initially performed as intended. After 2 days of running, the generator was shut down so the oil level could be checked, and it was found to have leaked a substantial amount of oil. A call was immediately made to Generator Supercenter informing them of the problem and that they would send a tech. I filled the oil and ran the generator 3 more days and it quit working and again called Generator Supercenter who again said they would send a tech to fix both problems as the first problem had not yet been addressed. The tech finally arrived on the 8th day after the initial problem and indicated that the oil lines to the oil cooler were loose and that was the oil problem. He then proceeded to do an oil change and filter and tried to get the second problem fixed. He tried clearing the codes but was unsuccessful and started changing electrical boards, 3 in total, but the problem persisted. Finally, he said he thought the brushes were bad and would have to come back as he did not have the parts. A few days later a second tech came out to install brushes and after further review found that the entire stator assembly, brushes and armature were burnt up, took a dozen or so pictures to show me and stated "the first tech should not have been sent as he did not know what he was doing and burnt the parts up". I have called ******, Generac Corp and Generator ************ letting them know that I did not feel repairing this generator was proper and that a new one should be installed. ****** wants no part of it and referred me back to Generac who is of the same opinion and referred me back to Generator ************. When done I will have paid $19,000 for a reconditioned generator which I did not contract for.

  

  Business Response

  Date: 12/19/2022

  We regret that you experienced a problem with your generator.  ******* makes a great product but as is the case with all machines from time to time a problem is incurred. ******* offers a strong warranty on their machines for the rare instances a flaw is experienced. Your warranty is in place to fully cover the issues incurred.  

  When the problem occurred in the aftermath of Hurricane **** Generator Supercenter responded in a timely manner given the extreme circumstances. Our technicians are trained and factory certified to service the ******* machines we install. 

  All repairs will be covered in accordance with the factory warranty using new ******* parts which will restore the machine to as new condition. This is similar to a new car part that fails. The car is not replaced unless it cannot be restored to as new condition.  

  We would like to partner with you to get the system back on-line. The necessary parts are on hand and we will make every attempt to expedite the process. It is our understanding however that you are refusing any repair efforts at this time.  As the installer and service provider of the product we do not have the ability to override the terms of the warranty program. We would like to help restore the functionality of the system so that you may enjoy the benefits it provides your family and property.  Please let us know if we can work together to resolve the matter in accordance with the warranty procedure that governs the product.