Rack Electric Claim this business

Tina Aon Google

a year ago

I continue to get disappointed with Rack Electric. I recently signed up for an annual maintenance contract and my first appointment was rescheduled unbeknownst to me. I called RE to see when the technician was coming and was then informed that my appointment was rescheduled over a month later. The rescheduled appointment was this week. Again, I had to call to find out when that was taking place. I left a few messages but still nothing. Finally, one of the nice associates apprised me that Rene worked to schedule my appointment but still not communication to me when they were coming. Lou (technician) came out to do the first maintenance and he was thorough. I have follow-up work that needs to be done and was informed that someone would call me to schedule. No call…and here I am calling and leaving another message. They are receiving a poor rating because of their lack of communication. They have nice people answering their phones but it’s as if they are from an answering service just taking messages and passing it along. I would like to speak with someone at Rack who can help me get my money back cause no customer should have to hunt down the provider for times and communication.

Sa Daon Google

10 months ago

My experience since Rack took over One Stop has not been good. The only reason I am giving any stars is because the service technician, Muda, was great. He happens to be from One Stop. My annual contract was up for renewal in July. They didn’t contact me until after the expiration, the contract changed a bit, but we got the contract renewed. I asked to schedule my annual maintenance (I always try to do it right before August and the height of hurricane season). Got it scheduled and confirmed from them in a voicemail. Day of service, no one showed up. I called and the gentleman that answered looked it up and she had scheduled me for 2025, not 2024, even though it was confirmed for a day and day of the week that corresponded to 2024. He put me through to dispatch to reschedule. Sat on hold forever until someone from dispatch picked up. She started taking my account information and then put me on hold. Sat on hold for a while until another person picked up to help me. Started giving her my information and I could tell she was just taking notes and not looking me up in the system. I asked who she was and she said she was from an answering service and all she could do was take a message and have someone call me back. Very odd way to handle a customer whose service appointment you messed up. At this point I emailed Jon, the owner of One Stop and told him what a bad experience I had been having. He apologized and said they were working through some kinks. A couple of days later someone got in touch with me with a new appointment time. I asked her to email me the confirmation. Day of service two techs show up, take one look at my generator, and say “that’s a liquid cooled and we’re only qualified to work on air cooled.” I was like, yup, it’s a 22kW liquid cooled and has been that ever since it was installed by One Stop 9 years ago and serviced by them annually ever since. They were honest that everything has been a shit show with the One Stop accounts that Rack took over. The service techs got dispatch on the phone and they were able to get schedules switched around to get someone qualified on liquid cooled that day. I was so happy when I saw Muda show up (Muda, I apologize if I am misspelling your name). I know him from One Stop and he is wonderful. I feel really bad because I referred so many friends and neighbors to One Stop over the years, and now that good thing appears gone. I have already started asking around for names of other companies because after this experience I won’t be renewing next year. With what I went through for a regular maintenance visit, I know that I cannot depend on them for a real issue. What a shame to see a good thing destroyed. To all the folks that worked in the office at One Stop know that your customer’s appreciated you and miss you.

Lisa Warfieldon Google

a year ago

Corey performed service on my generator today and did a great job, despite having to work in the rain. He was very nice, provided information about what he was doing, and notified me when he was done. My overall experience with Rack Electric has been excellent.

Gregory Croucheron Google

a year ago

My first annual generator service since Rack Electric took over. Rene the dispatcher for service was great and the technician Daveon was an awesome young man. After finishing the service he when through the power test with me personally and also had to replace a part that he fully explained and showed me the issue. Very friendly and professional.

James Bashakeson Google

a year ago

Rack Electric has the professional service and attitude we needed here in South Florida. We’ve had our whole house generator for over a decade. Our service from Rack was fast and complete, done right the first time. Jordon was our tech when our Generator was not working at all before the Hurricane warnings were just beginning. The red light indicator on the side was all lit up showing problems. The problem was detailed but he fixed it and showed me what was wrong and the faulty part before he started work. Jordan fixed it quickly and had all the parts required on hand. He cleaned up and tested the unit and gave me a couple tips so the unit would last longer. The generator now cycles perfectly each week at the specific time. Rack is the most cost effective and a true leader in their field.