Dealing with Grasten has been a horrible experience…read more
First of all... know that they RECORD your conversations, presumably to cover their tails in the event there is an issue. However, good luck getting the recording (or transcript) if YOU want to review the conversation since I have tried multiple times to no avail. My suggestion, if you insist on trying to trust their professionalism, is to make recordings yourself so you can review them. If you are purchasing through Lowe's, you might verify who the contract company is doing the installation.
The "salesman" Nathan is responsive up to the time that he makes the sale...then, he seemed to drop me like a hot rock.
Dealing with their office management is about as difficult. First of all, they charged us for permitting. Then they said we didn't need permits and would credit the amount, then they retracted that back to us needing permitting. You would think they would have this process down by now. Since this purchase was done through Lowe's, I have been in contact with them regarding the issues I have had with the contract installer (Grasten).
Jackie handles the installations, and I would ask questions which would go completely unanswered.
When the "salesman" came out, he stated the gas line would be run in the attic. I interpreted that to mean they would tap into a gas line in the attic and run it to the generator location. Well, when I saw a large gas line mounted on the front side of our house (see attached pics), I couldn't believe it. It doesn't appear it was mounted with a level either.
When I brought it to Grasten's attention, it appears their position is...to bad, so sad. They told me they would move it, to make is less obnoxious, but that they would charge me an additional $500 to do it. With the price of the generator and installation already so high, we could not afford to spend an additional $500.
I spoke with the installation manager, Michael, multiple times and when he indicates he will get back with you, I wouldn't hold your breath. I also requested responses in writing since I was having so many issues in dealing with them, but it appears they don't want to do that either.
If I would have known they would not appear to act in "good faith", I would have never gone with them.
Although I have attempted to add the photos, I can't see where they are attached to our review.