I How many days and no return call no answer to the email. I just called and was told that the person that was assigned to me was sick out three days and the appointment was rescheduled for the 20. I'm so impressed at the lack of customer service from this company until it's ridiculous and I'm sending this through email on this chain as documentation. Message sent from IPhone On Nov 9, 2024, at 10:16PM, Debbie Wrenn debbiewrenn@yahoo.com wrote: Wow, I called and left a message on November 9 early am- it's 10:15?pm no return call- no response to email from two days ago- Customer service ???? Debbie Message sent from IPhone On Nov 6, 2024, at 8:45PM, Debbie Wrenn debbiewrenn@yahoo.com wrote: Good evening Little curious to what happened it's 8:43 PM. No one has called and no one has showed up. I have been in and out, but in the past, the Tech has always called me to tell me he's on his way so I can be sure my gates are unlocked which I did leave my gates unlocked today. I understand about the workload and the weather. What I don't understand is the lack of communication and the disrespect of the customer. Was I dropped off the schedule? Debbie Message sent from IPhone On Oct 9, 2024, at 9:42AM, Charlie Pineda cpineda@generatorsupercenter.comwrote: Hello, You have a service appointment scheduled on 11/6/2024, you are not required to be at your residence if our technician can access the Generac unit. Please be mindful this date is subject to change based on the technician's workload and weather. Thanks, Charlie Pineda Service and Parts Admin Generator Supercenter 23123 SH 249 Tomball, Texas 77375 281-251-6100 image001.jpg image002.png image003.png call 11-11 to find out the insurance below - read more

I purchased a 16kw generator in 2018. Everything was fine until this year when I was charged $420.00 TWICE for a service charge. The repair/servicemen arrived once and completed the job. They are the best! The office/billing department is fraudulent. They won't let me speak with a supervisor. I was forwarded to her office and left numerous messages and never had a return call. I'm filling a complaint with the Attorney General for further action. DO NOT BUY A GENERATOR FROM THIS COMPANY!!! read more

Amazing, thanks to Karina and Maranda in the service department I have experienced another customer service improvement!! I am seeing this as reflecting a turn around to improved customer service. Hats off to Karina! As I found out later in our discussion she is a new employee to the company. She is a good listener, able to take the information I relayed as to a service need and was able to get scheduling and service needs met. Thanks also to Maranda for her pleasant personality and a "lets see what we can do" attitude. My 5 star rating goes to Karina and Maranda with my pror 1-2 star ratings definitely moving up. read more

My salesperson, Ana Herrera, was timely, knowledgeable and very personable. She gave a comprehensive overview to help us decide on the final details, and she was very patient and courteous throughout the process. I look forward to working more with her! read more

I ordered a generator during the weekend. Monday, I got a call about shipping, because I'm local. LSS, I picked it up Monday, instead of it delivering the Friday that was on the order. Anyone else could have just shipped, and made me wait. Thanks. read more

Generator superstore installed my generator and I had a maintenance contract with them for years. What I realized was that they did not really monitor the generator other than outages. A monthly fee and I had to notify them of a fault detected from Generac. Then they tried to bill me for warranty work. In addition, they charge additional for anything other than an oil and filter change once a year for your $39 per month maintenance. so you get at best $50 of services for your $39 per month. They charge triple the cost of a new battery. A bit of a scam. read more

One star seems about 2 stars too many for this place. First they charged me $220 upfront before they even came out to service my generator. They explained that if it was covered under warranty, I would be refunded my money. They also said they would call the morning of their visit to let me know when they weee coming. I got a call around noon and they didn't show up until we'll after 6pm. What a surprise, a new battery was not covered under my warranty, so I not only had to pay the $220 but I got to pay for the new battery as well. Then Dustin tried to sell me an extended warranty over on the warranty that just covered absolutely nothing. I told him absolutely not on the phone. So like a child that's shopping parents he then asked my wife and told her she needed to convince me how important this useless warranty is. I only went to them in the first place, because they were the ones who installed my generator. I was hoping they might actually honor the warranty. Also, you can get the same generator cheaper at Lowe's, especially if you're a veteran. Avoid this place at all costs! read more

We purchased a whole home Generac Generator about 2 years ago from this company. We also have a maintenance, monitoring and service contract with them for which they are paid yearly. During the recent hurricane, our unit stopped working after only 26 hours. Though they monitor it, they have not contacted us to fix the issue. They had their phone off the hook for over a week. They have ignored our many emails and call messages over the last 2 weeks. We have found out the error message our unit gives us is a known bad part issue. Though they were out only 7 weeks ago to perform regular maintenance, they did NOT replace the bad part, thus our home had now power for over a week. Food, wine, and moisture damage has occurred in our home. They won't call us back or fulfill their contract to us. This was a 15K unit! We have spoken to several other Houstonians to find that their Generacs also failed them. We were sold a BAD unit and want a full refund and damages paid. THEY NEED TO DO THEIR JOB!! Do not use this company or buy a Generac! Do not be lulled into a false sense of security that their bogus ads show. Do NOT cancel any insurance riders on foods, wines, or home moisture damage thinking you don't need it because you now have a Generac! This company has bad reviews for a reason!! We our out over 20K for the unit, maintenance, Monitoring and installation costs. read more

I wish there were an option for zero stars. We've tried to be patient with this company, but their complete lack of customer service, professionalism, and basic courtesy is unacceptable. Despite signing a maintenance agreement that promised VIP service, we have yet to receive anything resembling that level of care. I've left numerous voicemails, emails, and contacted them through their online platform, all without any response. When I finally reached someone today, they were extremely rude. After taking my information, they informed me that I might receive a text message within 24-48 hours, or possibly longer. When I requested to speak with a supervisor, I was told that wasn't allowed. I then asked to speak to someone about canceling my maintenance plan, but was told my information would be passed along, and that there was nothing more they could do. This experience has been beyond disappointing and frustrating. This is our second generator, having owned one for several years, and I have never experienced such poor service. They definitely do not value their customers. read more

I don't really have any thoughts other than I got the service I expected and appreciated. Very quickly.

The value and competency of their people is a 5 star quality- no problem with their people and their price was fair. They advertise'peace of mind' and it is that too and why I purchased a whole house generator AND the service. Problem- you can get (and I did) get Mobile Link which is a computer that communicates to my app and to Generator Supercenter. It showed me I had a power issue (probably battery) and fuel (natural gas) issue. I called the company about 2 weeks ago and the 1 st appt available was almost 2 weeks later! Living in Houston you never know, that's true of most places but this is really insurance and my expectations is NOT 2 weeks after a fault. You be the judge but I did my part by informing whoever reads this review as what to realistically expect. It's more than ridiculous to wait that long. My advice Generator Supercenter Tomball, get more service folks and pay them. I pay you! read more

Wrote a check for a 26KW right after Beryl and never heard another word from them since. Untill I voiced concerns that the permits were issued a long time ago, still no word. Then I suggested canceling the purchase and was advised there is a 10% cancelation charge even though they haven't done ANYTHING yet. That's over $700 they want to charge me to cancel the order! 1.) They offer zero follow-up or communication about the status of a very expensive purchase. 2.) They are non-responsive to the customers concerns. 3.) They are extremely slow. 4.) I do not recommend spending an incredible amount of money to a company that simply doesn't care about the customers satisfaction. 5.) If they FORCE me to wait until they FEEL like getting around to completing this sale, I ABSOLUTELY WILL NOT PURCHASE THE SERVICE AGREEMENT! 6.) Don't waste your money with this company!!! read more

Do not use this company. Our generator failed during the storm and we called numerous times with no response at all. It is unbelievable that a company that is trying to provide service not to be without power during storms basically is not reachable for weeks. We called for service since July 7 and they showed to our house on July 26. Never received a call back. Stay away from this company. read more

Mason came out to service our generator. He was quick, polite, and answered all my questions. I was impressed with his knowledge and professionalism. Everyone should be as lucky we were to have him out read more

Absolutely EVERYTHING went well with the purchase and installation of our new whole house generator. Sondra is knowledgeable and has a top notch work ethic. Permitting was a breeze with her guidance. Our installation team of Zach, Isaac and Jamoury were true professionals. All were only concerned with customer satisfaction. Our generac is a quality product offered at a fair price.We would highly recommend the Generator Supercenter. read more

My experience with generator Superstore has been horrible. I entered in a contract with them in October of 2024 for installation on February 24th 2025 it's been over two weeks and I have no generator installed in my backyard and one has reached out to me to explain why not. I contacted them and the lady I spoke too is more confused than I am about my generator and when it will be installed. I would NOT recommend generate Superstore for your backup needs, unless you plan on powering your home with empty promises. And by the way they have the money for the unit and installation. buyer beware read more

Asked them to service my unit waited over a month and got told to looked else where. Horrible customer service. Do not buy from here.

I have never written a review on Yelp but felt it important to report a "buyer beware". The salesman for Generac Supercenter Tomball, TX was amazing! We looked forward to our seamless, timely generator installation. Initially, our experience was as advertised! The team came out to wire and set pipe for the gas line going to the generator. The install ran quite late which impressed me because they were there to get the job done! We had no further appointments and were not communicated with as to the day or time we should expect "next steps". The next day, in the afternoon, I received a Ring Doorbell alert that someone was at our door. It was a Generac Supercenter technician arriving to finish the gas line install in preparation for the line inspection happening directly after. My husband and I were both at work unable to let the tech into our home to finish the install and get inspected. We had to reschedule. The technician showed up for our next appointment, we received our generator gas line inspection. A week later we had had no communication from Generac Supercenter. I called Generac Supercenter to ask about "next steps". We were given an appointment for a week later. My husband and I both made sure we were home from work for our scheduled 2pm appointment. No call, text or phone message and no technician showed up that day. I called to inform the installation department that their tech did not arrive for our appointment to be given an appointment a WEEK later. This time we were able to make a morning appointment to allow for as little work to be missed as possible. The technician showed up and couldn't get the generator to start. Upon closer inspection no battery had ever been installed in the generator so we needed to make another appointment. I called Generac Supercenter's installation department and spoke to Zoey, who was very understanding and apologized for lack of communication and delays, this was the first time anyone had acknowledged that things were not going well. Zoey was able to make an appointment for the battery install for the next AFTERNOON, which would mean that my husband and and I would have to be home from work AGAIN. I requested a morning appointment hoping we would be a priority. I was given the option of an afternoon appointment or an appointment another day. I asked if Zoey I could consult with her manager to work something out for us the next morning. Zoey left a message for her manager to call us the next morning. The morning came and went, at 2pm I called Zoey asking if the manager was given the message. The manager received our message but didn't call us. I stayed home from work AGAIN in the hopes of getting this install completed. Zoey offered an afternoon appointment again since "I was home from work anyway". I fully acknowledge Zoey is doing what she can in her position, which is limited, she is not the manager. Our installation began on August 12th and we are still not fully installed. Should I be concerned that our maintenance contract will be honored? Should I be concerned that our generator is not properly installed? Should I be concerned that Generac Supercenter will not be dependable and stand behind their word and equipment? I am concerned. read more

(Desaray Pena) is the best, most responsive representative at Generator Supercenter. she was able to easily identify our account and schedule a service technician immediately. thank you Desaray; you provide amazing quality customer service service!! read more

I love the caption.."Oh no! What could improve?" ... the answer "EVERYTHING" I'm sure many are going through the exact same experience of calling the Tomball Generator Supercenter for maintenance and getting the same busy signal. FOR ANYONE THINKING ABOUT PURCHASING A GENERATOR, PLEASE LOOK AT OTHER COMPANIES!! We purchased one from this store in 2023 and it has constantly broken down, had recalls, and has never made it through an entire event where we lost power....so much for peace of mind. When it does go down, no one answers calls, no one shows up to perform maintenance, and I am left asking why I paid for this expensive generator that doesn't work. I know others have the exact same experience. Please post and let this company know it is unacceptable!! read more

After about 14 months, my experience has been mixed. The generator is fine and works well. It gets a fair bit of use so we are happy to have it. The installation and maintenance company, Generator Supercenter, gets poor marks. They sell a comprehensive maintenance plan that is supposed to cover everything and respond to the remote communication device on the generator. Well, they don't proactively monitor anything. For even planned maintenance you have to call. If you are away and your power fails but your generator doesn't come on, they won't do anything and your house has no power. In addition, after they have you for a while they start calling to sell you "important maintenance " items. Wait, what? These are expensive and somehow not covered under the expensive plan you already pay for. My suggestion, find a local dealer who cares and stick with them. read more

I've been having problems with my generator from Generator Supercenter since May. I was hit by a tornado and my generator did not come on. I couldn't reach anyone at Generator Supercenter at all. I left many messages that were not returned. I ended up hiring another company to come out to manually get my generator running and it ran for a week and a half before Centerpoint Energy got the power back on. The only way I was able to get Generator Supercenter's attention was with a scathing review over ignoring a long time customer. The general manager called me and had someone come out to check the generator. It was still running manually. He also gave me his private cell phone number in case I had any other issues when not getting any help as needed. I told him I would take down my review if he promised to take care of my generator problems when they came up. After Centerpoint Energy restored power, I was scheduled for maintenance on July 5th, the Friday before Hurricane Beryl came through. On July 5th Generator Supercenter told me I needed a new radiator and they would take care of it after the hurricane. Of course the power went out when Hurricane Beryl hit on July 8 and the generator ran 5 days before power was restored. When the power came back on and the generator cut off, the generator would not come on any more. I am being charged $50 a month for monitoring whether it's working or not. I called Generator Supercenter several times to get an idea when the radiator would come in and they could install it. Finally around the 18th I was told they would order my radiator the following week. WHAT????? They hadn't ordered it yet!!!!! Of course the power went out again on July 25th and, of course here I was again over 2 months later with a power outage and my generator not switching on. The general manager promised that if I had any more problems, I could call him. I did call him after the office left me on eternal hold. He did not answer my voice mail or text message. I had the phone number of a technician that had come out here before and called him. He told me he would contact the service department and get someone to call me back. No one called. After spending thousands and thousands of dollars with Generator Supercenter over the last 12 years for the security of having power when there were outages, this is how it is. I called day before yesterday to get an update on repairs and was told my radiator came in but it's going to be 2 weeks before I get serviced. About an hour ago my power went out again. I know that my only hope for restoring my power is if Centerpoint Energy gets it going again. I hear generators in my neighborhood going right now and wish mine was too. I wonder who they bought their generators from? UPDATE: The General Manager of Generator Supercenter called me after I put up this review. I've never had a company that I did business with talk to me in such a loud abusive way as he did. It was anger over this review. He was extremely combative and abusive suggesting in some way my generator problem was not a problem and I should not be leaving negative reviews. I disagree. My generator not coming on when needed and my inability to get their attention to fix it along with charging me a $50 monthly monitoring fee when my generator was not being monitored is a problem. I have severed ties with Generator Supercenter and have another company coming to assess my generator. It's possible after 12 years maybe I need to buy another 47 KW house generator and I'm also looking to possibly install another generator to run my water well over acres of lawn and flower beds when the power is out. This new company sounds very helpful and I'm hoping to have a long relationship with a generator company that will be there when needed. I will not need monitoring and will have maintenance done as suggested by them. read more

If I could give a Zero I would. Their product and monthly service maintenance plan suck. Generator is only 3 years old and needs a second engine, not to mention battery replacement. My car battery lasted longer. It's going on 3 months and still waiting for Generator to be fixed. If you're looking to buy a Generator look for a company who stands by their product and not just interested in sales. As far as I'm concerned their Customer Service sucks just like their Generator. P.S. It's also noisy. read more

Today, I learned that my "Full Service" maintenance contract ($444.00) dollars a year does not include valve adjustments - that's an extra $195.00 add-on. My service contract reads in part: "Services Included Monitoring Equipment 24/7 Global Monitoring Customer Set Up For Remote Log In Discounted Hourly Rates (see below) * Full Maintenance (1 per year) * Spark Plug Change *Oil and Filter Change * Air Filter Change * 40 Point Inspection & report." The owner's manual from Generac reads, in part, Performing Scheduled Maintenance "It is important to perform maintenance as specified in the service schedule for correct generator operation. Engine oil and oil filter must be changed, and valve clearance adjusted (where applicable, see Engine) after the first 25 hours of operation." Generator Supercenter wrote in response: "Valve adjustments are not part of your regular maintenance visit. After the first valve adjustment the next will not be required for another 100 hours whereas your maintenance is required at 1 year or 100 hours. Due to that difference we have separated the two to keep the annual cost of maintenance lower and not perform something on your unit that is unnecessary except when it has met the required time stamp." read more

jr rivera is awesome! the rest of the service dept and company are worthless they do not anwser emails do not show up try to half ass it they suck really really bad but if your generator breaks and call them and jr riverra is on duty he shows up in 30 minutes to fix it read more

poor customer service from the Repair Scheduling call center. Chelsea Taylor stated she can't access anything can only fill out form and call back 24-48 hours later read more

Zach was very knowageable and went above and beyond for me, even during crappy weather.

Simon Blanco the technician who came out to fix my generator was AWESOME!!!! He was super easy to work with, very knowledgeable and also helped me understand every step of the process. He's going to be the reason I keep my contract with GS. Tessa office staff that works the phone lines was absolutely going to be the reason I was going to end my contract. I had already started making phone calls. GS is on the high end of maintenance contracts and to get someone who lies and says there's no manager, says you have to pay for a repair up front that could be covered by your warranty. The work ended up being covered but what if I couldn't afford to pay for something that was covered, she has no personality and is a bit sarcastic...she was going to be the reason for me to cancel my contract but Simon was so awesome it over rode my bad interaction with her. read more

After scheduling an appointment for a whole home generator, I advised our sales person, Jason Stoops that my wife worked from home, but would only be available to grant access to the backyard. I provided a copy of the survey, the electric bill/history and every piece of information he would need. The appointment was scheduled for 3PM. The salesman arrived at 4:30. Which was smack dab in the middle of a meeting my wife was on. She told him she needed to get back to her call, but provided a packet that contained all the necessary information he would need to complete his estimate. He continued to engage her in conversation even though she had told him she was on a call. After repeated attempts to get back to her meeting, he finally went to the back and left without saying a word 4 minutes after arriving to my house. When I called the company to express my frustration, I spoke with a manager, Isaac who first dismissed me, saying I had the wrong number. Once I specified the salesman who came to the house, he dismissed me again, saying he was their top sales guy. He went on to say the bid was higher because of what we wanted and the product we wanted. When I explained we had received lower bids based on the exact same product and placement, I was dismissed again. This company price gauges and needs a refresher course in customer service. Buyer beware! read more

Generator Supercenter - Generator Installation/Repair Near Me - Tomball, Texas

My yearly service was due in April. Its now almost August and no one has showed up to do maintenance. No one answer phone or return phone calls. Avoid buying or getting maintenance plan. read more

In 2018, I shopped large generators and at that time, Generator Supercenter had the best price. Good generator but they sold me on the maintenance program. They may have been good years ago but too large to service customers now. DONT WASTE YOUR $ ON MAINTENANCE PROGRAM. My generator alarm light came on before Hurricane Beryl and they couldn't get to me for many weeks after the hurricane. The freeze a few yrs before that, generator went down so couldn't use it. 2025 freeze, I was down a week before freeze due to defective parts installed after Hurricane Beryl and couldn't get back to me until next month. They're too big to service you so don't pay for maintenance. read more

Horrible service. They never answer the phone. They came to do annual maintenance in the spring. When hurricane Beryl happened, the generator started. It wasn't powering the house. They wouldn't respond to many calls. My electrician came and fixed it. He said they left the breaker off from the generator to the house when they did the maintenance. The super center people never came but tried to bill me $250 for a service call they didn't do. read more

My service tech, J. R. RIVERA, was very friendly and professional. He solved my issues and answered all my questions and concerns. I will request him for my next scheduled maintenance. read more

Be careful if you chose this company. Awful customer service and will rip you off if you don't agree to their redundant monitoring system. read more

Absolute worst customer service second only to CenterPointless! Our generator died on Friday and they promised someone would be out sometime that night to repair. Sunday night and no one has shown up yet. They have an answering service and no one returns the calls. read more

Had these guys come out 3 months ago prior to summer for regular service, and the tech didn't provide any updates, didn't provide the remote system monitoring and locked my generator box so I can't access the unit to do simple battery checks or resets. highly recommend going to anyone else in the area for service. called for assistance when I found the issues and never got a call back. they're selling a monthly service that doesn't get provided to the customer. read more

$10,000 Generator is great. Customer service non existent. Especially after a storm. Or if your generator happens to have maintenance issues during the busy season. Called numerous times. Begged someone to come out. That was weeks ago. Still nothing. Good luck getting in touch with ANYONE for help after purchase and install. read more

I refer two people to you . The first one called your office three times and filled out your online application and never got one call back. I called the salesman and told him about this and he said he would talk to his Regional representative about it . We referred another customer to you and gave them the salesman's direct cell number . She wasn't even going to take bids and just wanted you to install the generator . She got no call back. I wanted you to install a whole house surge protector. I called your office and got transferred three times after holding several minutes for each transfer. Even though I called the Tomball office the last transfer was to your Fort Worth office. I get the idea of that people in your company are not well trained. I know you are busy but to not even call prospects back is not acceptable. read more

We have had our generator for the last few years and really love it however we wish we had purchased it somewhere other than Generator Supercenter in Tomball! Their service is terrible. We signed up for a maintenance agreement that includes a yearly checkup with oil change. They have now stood us up twice on the yearly service visit without a phone call or any communication. I have now rescheduled for the third time which is now another two weeks from now! These people need to learn the meaning of service to their customers who are a great resource for getting additional business. I have referred people to them in the past before this but after this experience will no longer refer business to them! read more

shawn is an outstanding technician! he is prompt, courteous, an extremely knowledgeable! a very good teacher, and maddux has a great opportunity to learn from the best! highly recommended! read more