East Texas Equip Sales & Serv LLC

Great Service

I bought a 24K Generac Generator from Generator Supercenter. They refused to let me use the Generac Computer service but insisted I buy their about $50 a month service. I called Generac and they sent me to East Texas Equipment Sales and Service. They showed up the next day and connected the Generac to my home network at no cost to me Generac only charges about $50 a year (not a month). They have since been back to do the annual service. I highly recommend East Texas Equipment Sales and Service.

Generac Corporation was great, but this dealer was terrible, unresponsive and lacks the needed competence for the job.

On May 3rd we experienced a 12 hour power outage. At the 10th hour the generator failed. Contacted this dealer for service. He showed up a week later and diagnosed the problem as an internal engine failure. He did contact Generac tech support, but was unwilling to work with the company to obtain a concession. Our 3 year warranty had expired 5 months before, but we only had 58 hours on the generator. His recommendation was to purchase a new generator of a different brand... that he sold. I filed an incident report with Generac myself and was contacted the next business day by a Company representative. She obtained additional info and efficiently worked with others in the company for a resolution. Generac made a concession and sent free of charge a new engine to this dealer. This local dealer received the engine on the 23rd of May...it was a month before he showed up to replace the engine. Upon his arrival to replace the engine it was discovered that it wasn't the engine at all...it was the rotor stator unit that failed. He tried to convince me that a "rat has gotten into the unit and chewed up the copper wiring". When I pointed out that there was no entry point for the rat, he then said that it must have been lightening. Despite the fact that when it failed the sun was shining. He advised that I contact my home insurance agent and purchase a new generator....of a different brand...one that he sold. He would not take responsibility for his misdiagnosis of the problem. He was not interested in contacting Generac on my behalf. In addition, when I asked about the month delay in his return for repair he informed me that residential customers are at the bottom of the list and that he could not make a living on the residential side of the business. He also left the unit disassembled... a real mess. I contacted the same Generac rep. She promptly dealt with this issue. It has been resolved with the help of Generac and another local dealer. Generac was awesome. Resolution specialist was professional, efficient and determined to find a fair resolution to this issue. The resolution was more than I expected. Great Company...Horrible dealer!