Rack Electric

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.

Anthony A.

Do not use this company. A technician came to our home for an estimate.
He was very unprofessional and quite condescending. He was unable to complete the work that day and we had a time constraint to get the work
done. We never received the estimate and Rack Electric charged us for the service call even after we complained about this tech. I called and tried to resolve this with the office manager, but she refused to refund the service charge. Do not use this company. Their customer service is lacking and their service techs are unprofessional. Plus I have since heard from others they are a complete scam and outrageously priced. There are plenty of other quality reputable electrical companies to choose from in the area. Save
yourself the money and aggravation and stay away from Rack Electric

Jim R.

This company took deposit for generator and installation back in September 2021. Promised installation by January 2022. Had to send legal letter in June because of continued delays and non retuned phone calls. Started installation in beginning of September. It is completely inspected and signed off. The unit is still not online as of October 10, 2022. Worst company we've dealt with in our remodeling project.

Alexander Z.

I am using Rack for a generator install, and could not be happier with the service and professionalism of the company. They actively communicate, problem solve, and have cleanly installed all equipment. I found them via Yelp and am very happy I went with them. I am sure my neighbors feel the same way, as now I see Rack trucks throughout my neighborhood.

This company is great to work with - I highly recommend.

Fay S.

My technician, Brian Roraff, was fantastic! He was friendly, helpful, and efficient.

Ron K.

Had Generator installed with tank under driveway. Promised that there would be no problems as they had done many of these installations. Bottom line, they did NOT use a reputable Paver company to do the job, and the driveway sunk. It presented a dangerous situation if people walked up driveway. After 3-4 weeks of waiting for Rack to get a Paver company in to correct the problem, they sent one of their ""Paver Techs"", as they referred to him, to fix the problem. He came, broke 6 pavers removing them in order to level the driveway. He asked if I had pavers to replace the ones he broke and I did, however, they were not weathered and did not match. I have since had the Driveway Power washed, but these 6 pavers stick out like a spotted leopard. Now , I get NO response from them when requesting that they fix the problem. Do NOT deal with Rack, unless you want issues.

Peggy A.

I had a little bit of a rocky start when I was hiring them, but once that was worked out. They were a pleasure to work with. The guys were helpful and pleasant. They put in a large generator and 500 gal tank. Then the ran pipes for an outdoor kitchen space that is on wheels so I can also use it on the Lanai. They also ran the pipes and then did the hookup for the outdoor fire pit. I would highly recommend them.

john O.

I had an appointment with this company and they never showed nor did they ever call me back, when I called back they said they would be in touch and handle this immediately, five days later no call back, I called once again and left me on hold for five minutes knowing my situation. Stay away from this Company, they are terrible!

Ron A.

We requested Rack perform a home maintenance service on our Generac generator; the technician changed the oil and filter but could not start and complete a load test. Two days later, we discovered that one of the generator doors was left open, exposing the unit to the elements.
The office advised that they would send a senior tech to perform the load test. Two persons arrived and attempted to start, transfer and load test to no avail. After their departure, we observed that half the property had no power!
When we notified the office of the power outage, they advised that a charge would
be encountered for an emergence response.
Another electrical company restored power at no cos

Jennifer D.

We have used Rack for a few years since they put in our generator. The technicians have overall been good. There was one situation where it took multiple attempts to solve the issue. The customer service has been hit or miss. We have always paid right on time without any problems. Lately, their focus seems to be more about money and less about customer service. I have had to listen mostly to commentary on how they should be paid for their work and not do anything for free. We have never thought or suggested otherwise so it has been very off putting. It is hard to find companies now that seek to correct the actual problem and bill appropriately verses only doing an item listed on their service ticket.