Rack Electric

Steven R.

Signed up for a service contract with Rack for my brand new generator (like 2022) and for some reason my dryer no longer works. I called an appliance repair guy (dryer is nearly new and top of the line) and he said that the red light was off on the generac box inside the house. Thinks might be a new switch that needs replacing on that unit. I called Rack, woman that answer was super nice but she said my generator was out of warranty by a few weeks so she would have to charge me $295 for someone to diagnose the problem. Told her that I thought it might be a good idea to not rip off someone paying you almost $500 a year to change oil and a filter twice a year. Profit is what, 90% on that service. I asked Guy (I think) if that seemed like a good way to treat a current customer and he didn't have much to say. I run a business. Probably a bigger business than Rack and I would never treat a customer that is paying for service and getting very little and when a problem does arise (clearly stemming from the generator) try to over-charge him again. I cancelled the service call and maintenance contract on that call. Plenty of replacement firms out there.

Kimberly A.

Jesse
We did call your company numerous times and always got the answering service and left messages to no avail. We had to go in person to the Boca Raton office to at least get an update on What was going on. This project is now 11 months old. Now more than ever we re convinced, your company is playing the cash flow game.
We own numerous homes and just had another generator installed at another home through Anderson Power Services and WOW!! What a difference! They were prompt, customer service oriented, responsive and competent.just wish we had used them for this home. We will clearly going forward use them.

Michelle Z.

Do not use this company. They signed me up for a service contract on my portable generator (the second year in a row), had a technician come out to do a maintenance service. The tech said I needed a new battery and air filter and would call me back once he got the parts. After waiting almost three weeks for a call, we called and I was told they can't service my generator, because they are no longer servicing portable generators. Very poor communication and very poor business practice.

Kimberly A.

buyer BEWARE!!!! this company has poor customer service, non responsive and poor follow through. We began the process of getting a generator from this company June 2023 and are still waiting for the work to be completed. We currently have a generator on out lawn with no propane connectivity and no install yet more than 3/4 of the monies have been paid for. We call and do not get a call back unless we physically go to the office and demand a response.
What a disappointment. Next step.... small claims court!

J W.

Great employees but worst answering service ever. The employees never seem to get my messages and their automated text service is a complete disaster. It claims that people call when I have 0 missed calls from anyone and I'm with my phone

Elaine F.

I am so disappointed in the service I have received so far! I hired Rack to install a generator and propane tank and up until now it has been fine. now that the actual installation is supposed to happen they have fallen down on the job. The generator was installed with no problem but the propane tank was supposed to be installed last week along with my next door neighbor but when the crew arrived only they told me I wasn't on the list. I called and wrote and email and was told they they would be coming today at 8:00 am, at 9:30 I phoned and was told the crew was in Boca and would be coming to me at 1:00 am It's now 3:00 and no one has showed up nor have they called! I called and was told my message would be passed on to the gas department . They lie and make up excuses and nothing happens but a lot of apologies but no action. DO NOT USE THEM! I will also be writing a review on BBB.

Daryl H.

I don't know enough superlative words for Travis, one of the Rack Electric service professionals. He came to replace a gauge on my propane tank and informed me it did not need replacing (saving me over 250 dollars). He then went through my entire system, gas line, vents and generator and pointed out potential problems and fixed them on the spot! He went above an beyond. I told him he was a rare individual and he simply stated he had pride in his work. When was the last time you knew someone who went above and beyond to help a client? When was that last time you heard a hard worker to say what drives him is pride in his work?

Travis is the reason I will continue to ask Rack Electric to continue to support my Generac generator and the 500 gallon propane storage tank! I don't know to express my gratitude and amazement. Thank you Travis. Great success to you!!!!

Susan S.

This company deserves more than five stars. Not only were they immediately responsive, but they were pleasant, helpful and considerate. I can't say enough nice things about how I was treated. Great company - I highly recommend them.

William M.

DO NOT USE RACK ELECTERIC!!
I hired Rack Electric to install a generator The contract was signed and deposit given on 6/13/22. I still don't have my final inspection. I've emailed, called, and even begged to have my final inspection completed. NO REPONSE. Yesterday 2/27/23 i called to talk to the owner to let him know what's going on with his company. NO RESPONSE! Thankfully my generator is hooked up and ready to go if needed, but its not fully permitted .AVOID THIS COMPANY AT ALL COSTS! Once they have your money they just don't care

Brian M.

Here we are, December 29, 2022 and we STILL do not have the permit since signing the contract on May 12, 2022. After my last review I received two phone calls, one from a manager and one from the permit coordinator. Manager apologized and advised after the permit is issued we would get priority installation and hopefully they could get me to improve my rating. The permit manager advised the permit would be submitted to the city on September 19, and she would call me when the permit number was issued so I could track the progress of the permit. I told her that would be great and I hope she follows through because so far nobody has returned my phone calls or followed through with what they said they would do. She promised she would as she knows how important the customers are because without them she wouldn't have a job. She also advised if I had any problems I could call her direct. The permit was submitted on September 21 and she still has not called me to provide me with the permit number. The permit was denied by the last reviewer on October 18, one of the multiple reasons being my landscaping. So after a week or so of not hearing from Racks permitting department to obtain my corrections I called for the permit coordinator on two occasions, was told she was not at her desk both times and left voicemail messages, neither of which were ever returned. The third time, I was questioned as to why I wanted to speak to the permit coordinator so I explained that I needed to provide her with information so they could resubmit. After being passed off to two other employees I was eventually told that the coordinator told them all the corrections were made and the permit has already been resubmitted. I informed them that was not possible as no one called me for the landscaping corrections. I was put on hold and then told the coordinator would call me back. I then asked for a manager and told him I needed to provide permitting with the landscaping information but no one was helping me. Approximately 20 minutes later the permit coordinator called me to obtain the information. Again the permit was denied for multiple reasons including landscaping, this time I went to the city myself and provided the landscaping corrections. The landscaping corrections are approved but still waiting on Rack's submissions to be approved. According to the cities website it was over two weeks before the first permit denial corrections were submitted to the city.

In Racks response to my last review it seems we continue to be ""the exception"", I don't see anyone taking ownership or caring deeply or being gutted by not meeting our expectations. Why must we wait until the permit is issued for priority service? Why not prioritize the permitting corrections as well? It seems to me that all the 5 star reviews are for smaller projects and Rack Electric might be overwhelmed by the bigger projects based on Shawn R's review about his generator installation taking a year. I would love to hear from John Rack to find out if this is the kind of service he was talking about when he came up with the slogan, ""Rack has your back.""

Still would NOT recommend this company to anyone at this time but would love to get the service they promise so I can change my rating.



Response from Rack Electric to our last review 3 months ago.
Ms Barbera and Mr Miller, I apologize on behalf of everyone at Rack Electric. Please know that your situation was an exception. As you can see on other reviews, we are known for taking ownership and caring deeply about our customers. We always aim to deliver a great experience, and we are gutted when we don't meet our customers expectations. Thanks for taking the time to bring this to our attention. We will use the feedback to make us better and to ensure this doesn't happen again.