Philbrick's Generators — Local services in Brentwood

Warning to any new customers!!

My wife and I hired and joined Philbricks’ generator service program under the belief that we were working with a reliable local company. Unfortunately, our experience has been defined by misdiagnosis, poor communication, missed appointments, and billing practices that we believe are misleading at best. • In June, our generator began throwing error codes. Philbricks quoted us $1,160.08 to resolve the issue, stating the problem was the control panel. • after dodging scheduled appointments and no showing - On October 10th, their technician installed the quoted part. We paid the invoice in full that same day. • Within five days (October 15), our generator began throwing the exact same codes—clearly indicating the original issue was not properly diagnosed or fixed. • From October through mid-November, we had to repeatedly follow up with Philbricks to get any progress or communication. Appointments were missed, rescheduled, or delayed without notice. We were told a new part would be ordered at no charge. • After the second repair attempt on November 19, we received an unexpected second invoice for approximately $1,800—despite never being told in advance that additional work would carry any cost. • We were even prompted to leave a 5-star review before receiving this surprise bill. When questioned, we were told not to pay it yet and that the matter would be “finalized in 3 weeks.”

We were led to believe the original $1,160 payment would resolve the problem-that’s why we called the “professionals”. Had we been informed of any further costs, we would have chosen to stop working with Philbricks immediately and sought a second opinion or bought a new generator as a whole.

This situation has wasted months of our time, disrupted our work schedules, and left us with lingering generator issues and surprise bills. It has been a deeply frustrating experience from start to finish, and we are incredibly disappointed.

My Wife and I will now be forced to settle this poor customer service and deceptive business in court as Philbricks has chosen to pursue us. They are also holding our service contract hostage after requests to cancel.

If you’re hoping to avoid anything like this, as a consumer who made the mistake, do your research and choose any generator provider other...

My old generator had stopped charging its battery and a company gave me a quote on fix or replace. Wanted a 2nd opinion and called Philbrick's generators telling them the battery was dead, and the generator had stopped charging it. Was it worth fixing or should it be replaced. Set an 8-through 1:0'clock time for checking it and said I would have to go to work at 1:30. They didn't show up, I went to work and later got a call from Philbrick's saying he was at my house, the generator battery was dead, and when he put in another it started. I pointed out I was aware of that as I had told the office, and would he get me an estimate letting me know if it would be better to fix or replace. He said he would. a week later I emailed Philbrick's saying I was about to make a decision and needed the estimate. Heard nothing for a week and authorized the other company to go ahead. A week later I received a bill 0f $220.00 for a service call from Philbrick's with no estimate. I called them and asked why I was charged for a service call when I had requested a estimate for replace or repair. Several days later an estimate showed up in my email and the bill for $220.00. I tried one more call asking about charging for an estimate and pointed out nothing had been fixed, and I never received an estimate until after I told them I committed for the other generator company. After listening to a convoluted explanation, I gave up and paid their bill. At 80 I'm too old to spend a day arguing. Way to go...

Benjamin and his assistant arrived on time, introduced themselves, asked us if we had anything to discuss about our generator and then got to work doing the annual 'health check' on our 7+ yr old generator. They were so professional! They found the battery needed replacement and oil level was low, after addressing these issues, they explained they were going to paint the piping to make it more weatherproof and long lasting!! Amazing!! There have been times the generator was checked and everything looked good and nothing needed to be done - so feel this is a very honest company bc not trying to find something to fix on every visit.

I highly recommend this company bc seemingly every member of the company is a trained professional - polite, well-educated, prioritize customer satisfaction.

The service people know how to expertly service generators, explain problems they may find and fully explain what they're doing, asking permission before doing the work. In this last visit, it was recommended that our rusting pipes on the generator should be painted with protectant paint due to their exposure to the elements and deterioration. So they did that too!!!......Amazing job.

Amazing company bc as they grow, they are ensuring the same quality service and honesty...