They've been OK, but unreliable and not always complete. The first issue we had with the generator was due to another company yanking up the cables, ripping them out of the generator and frying the board. They took a VERY long time to get out to help us, but once here, they diagnosed the issue and were able to resolve it.
The second issue was maybe a year later where it started failing due to low oil pressure. They came out pretty quickly for this one, but only changed the oil and filter and called it good (and this was around $200 for this). It failed off an on during self tests for a while after, but after a bit, it just seemed to work okay. Then a bad storm hit and we needed to rely on it. The same error kept occurring and the generator would stop - they didn't actually fix it apparently. I called in and asked to get someone out and they said they'd try to fit me in at the end of the day. No callback and no one showed up. Then another day passed with nothing. And another day with nothing, until that evening right before they close they left a message asking if I still needed help and they'd get someone out the next morning since there would be someone in the area and they could stop by after their first appointment. Of course I still need help - the generator won't stay on and it is freezing outside (literally) and my wife has a cpap that she needs to be able to use - but nothing works reliably if the generator won't stay on.
So I call this morning to let them know, but no one picks up, so I leave a message. I get no callback like I asked. So I call back once I'm done with taking care of morning things with kids and I get a hold of someone. I let them know I still need someone and ask to get a time frame on when this morning they'd be out here. I was told that maybe by end of day they'd try to fit me in if there was still time, but they're already full up on the day. I don't understand how they can keep managing to push me out of scheduling even though I've been waiting 3 days now for someone to get here with no power and a consistently failing generator.
UPDATE:
They failed to show up after missing the mark several times already and they waited until the end of the day to let me know they would instead make it out the following morning between 10 and 11. I rearranged my morning and they did not show up when they said they would. They finally showed up just before 3pm and fiddled with the generator a bit and left without saying anything. No knock on the door, no note, no follow-up call. I have no idea what is going on. I called and left a message asking for a callback with an update and got nothing before they left for the weekend. Poor communication, poor customer service. Why even show up if you don't intend to actually work on it? Why couldn't they keep their word and show up when they said they would and have the time needed to work on it? They have provided nothing more than one disappointment after another. read more