1/5
I rarely leave…read morenegative reviews, but my experience with Generac of Annapolis has been incredibly frustrating and, at this point, unacceptable.
I purchased a new 27kW whole-home generator in June for more than $21,000 and pay another $41/month for monitoring and maintenance. Since installation, the generator has gone down THREE times and has spent an unacceptable amount of time inoperable.
What makes this worse is the customer service. The system is advertised as having 24/7 monitoring, yet I have repeatedly been the one calling THEM to find out why my generator is down. On multiple occasions, the person answering the phone either had no information or told me someone would call me back. Those callbacks routinely never happened.
During the latest issue, their technician suspected a gas problem and told me Generac would coordinate with the gas company. A week went by with no communication. When I finally called, I was told that I should contact the gas company myself.
So after spending more than $21,000, I was coordinating my own troubleshooting.
When the gas technician came out, he told me Generac had installed the WRONG GAS REGULATOR and that it needed to be replaced. I called Generac while the technician was standing there so he could explain the issue directly. Their representative took notes and said they would be provided to the service team.
Two days later--nothing.
I called again, and the representative couldn't even locate the notes from the conversation with the gas technician. She said she would manually write everything down and put it on the service team's desk. I specifically requested a status call the following day.
Again--nothing.
At that point, I filed a complaint with the Better Business Bureau. Unfortunately, even that did not result in improved communication. I STILL had to call Generac myself to get a status. I was then told they were coordinating with the gas company to determine what the issue was. That was more than a week ago.
I called again two days ago looking for an update. The representative could not provide me with a status and told me the subject-matter experts handling the issue were out for the remainder of the week.
So after three generator failures, multiple calls, a gas-company inspection, a reported incorrect regulator, repeated missed callbacks, and now a BBB complaint, I STILL do not have a clear explanation, repair timeline, or resolution.
Equipment can malfunction. I understand that. What I cannot accept is a brand-new $21,000+ generator repeatedly failing while I continue paying for monitoring and maintenance, combined with poor communication and virtually no proactive follow-up.
I purchased a whole-home generator for reliability and peace of mind. Instead, I have spent months chasing updates and trying to coordinate the repair of a system that Generac of Annapolis sold and installed.
Based on my experience, I absolutely cannot recommend Generac of Annapolis. For the amount of money these systems cost, customers should expect significantly better installation quality, communication, accountability, and service.
At this point, I simply want the brand-new generator I paid for to be properly repaired, tested, and reliable--and for someone from the company to take ownership of resolving the problem rather than requiring me to continually chase them for answers.