I am in disbelief over the ratings based on our experience. My husband hired GenCo to perform preventative maintenance on 6/19/25 (by the way, $481, a 25% increase from 2 years ago). Less than a month later, our generator died during a storm, so I *assumed* it took a direct hit from the storm and immediately called GenCo. Taylor answered and was quite abrupt. She said she would send an estimate and it would need to be approved before anything could be scheduled. I said they likely only had my husband's contact information since I had never called before. She stated again that she would send an estimate. An hour later, I still hadn't received anything. Giving her the benefit of the doubt, I called back and allowed that I still didn't have power or internet, and perhaps her message had not gone through. She snapped that she had sent it to the address on file an hour earlier. I told her again that my husband was out of contact and she said I hadn't given her that information. I replied that I wasn't going to argue with her and asked if she could send the estimate to me. Upon receipt, I immediately approved it and received a window from 4:30 to 8:30pm. I realized she had still not asked for my contact information (other than my email address), so I called back yet again to ensure she had my phone number and gate code for the technician, even joking, "With my luck, they'll call my husband from the gate and then leave when he doesn't answer." I followed up with an email as well. At about 7:45, my husband called having just landed and said he had missed texts from the technician. I immediately called GenCo and got the after hours line and spoke with Guy, who apparently attended the same customer service training as Taylor. He was very aggressive and seemed annoyed that his technician had waited at our gate for 20 minutes calling "every number" with no response and finally left having 10 cars blocked behind him (BTW, that would be over 10% of our neighborhood, so...no). I asked if they would be coming back and he said absolutely not and that I could revisit in the morning if so inclined. My husband called GenCo the next morning and asked to speak with the manager. Taylor told him that the manager was far too busy to talk to him and that "your wife WAS called." We never heard back from anyone. We got a lead on another electrician who is also certified with Generac. They came and immediately determined there was a critical fault due to a low oil pressure swtich that shut down the generator because it was low on oil. The only thing that appeared to have been done less than a month before was an oil filter change. The little oil that remained was dirty, the air filter was dirty, and the spark plugs were old (photos attached). Based on the abhorrent customer service and questionable maintenance practices, I would avoid this company at all costs.
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