Ultimate Electric is quite possibly the worst company I have ever worked with in any capacity. We contacted them in April of 2019 to purchase a new backup generator, install it, and provide monthly service. They recommended a generator for our off-grid system and we ended up buying the one they recommended from Lowes rather than through them due to $1000 lower shipping cost. However, we did still contract with them to install the generator and were assured we could get on a monthly maintenance schedule.
In June, when the generator was delivered (at a date we knew and had communicated to them in advance), we called and emailed them for weeks and they did not come to install until the end of July. When they installed, everything worked perfectly, but two weeks later, the generator stopped working and of course we called them right away to come out and fix it. Meanwhile, they had just sent us the bill for the install which we hadn't paid yet and said that they would not come out to fix the install until we paid the bill. We were happy to pay the bill for the install, and said we would pay cash in hand when they came to fix it. Due to them not responding to calls or emails for months on the initial install, we were afraid that if we paid the bill, they would never come back and actually make the generator work. (As an aside, Ultimate offers a guarantee that "if our repair or installation fails in the first year, we will repair it free of charge." After a lot of back and forth with weeks and sometimes months between responding to our texts, calls and emails, in October of 2019, through a lot of googling and calling the generator company, we were able to fix it ourselves.
Then, come April of 2020, the generator breaks again, and this time it is something that we definitely cannot fix ourselves. The generator is still under warranty through the company (which Ultimate is an approved technician for), and they tell us to contact Ultimate to get it fixed. After a few weeks of back-and-forth with Ultimate, they say they will come out and fix the generator only if we pay the bill for the improper install they did back in July. Because we had no other choice, we paid the bill and scheduled the maintenance. They came out to look at it, and then told us it would be over $1000 to fix. The problems with the generator should be covered under the warranty as well as THEIR warranty that they promise on their website as it was still in the first year. However, they refused to work on the generator under their warranty, so we called the company and tried to get it paid for that way.
Which leads me to why Ultimate is the worst company we have ever worked with - the generator they recommended to us and planned to sell us was unbeknownst to us, not the correct generator for our system (which they should have known as an authorized retailer and installer of these generators). Because of that, when they installed it on our system, they voided the company's warranty on the generator. And the cost to repair will be more than half of the price of a new generator, so now we have to buy a completely new generator and pay for that to be installed. We will, of course, be using a different company.
If you have any possible choice of working with a different company than Ultimate, I strongly urge you to do so. They truly are the absolute worst. read more
