"TERRIBLE TO CUSTOMERS AND INSTALLERS"

The incompetence here is almost impressive but probably similar to Generac. The issue with Norwall is they are also incredibly rude and have TERRIBLE customer service people.
When things were crazy and lead times were great on generators, we had several that were not shipped on times promised and had issues with getting updates, etc. I literally had one of their sales reps, when I asked for a supervisor (she was very rude and my issue had been ongoing without resolution for a while and she was clearly not going to help me), she actually threatened me. She told me that if I went to her supervisor, she wouldn't care anyway and would cancel ALL our backorders for complaining. Seriously, WHO SAYS THAT? I've worked customer service that is a terminable offense. As, you can see from several other reviews, Norwall doesn't care. Clearly this is a top down attitude or they would NEVER let their employees (ones specifically dedicated to handling customers) treat people the way they do. If your employee feels brazen enough to threaten a customer IN WRITING that has purchased many generators from the company, then you know this is a company wide issue they don't care to resolve. There are better places to spend your money.

"Worst company ever"

Worst company ever. Ordered a generator advertised as free shipping. Get contact weeks later saying it is out of their free shipping area and I need to pay 350 for shipping. I canceled the order and bought the same generator from Rocky Mountain Generator same price with free shipping ( and they had to ship it 400 miles further).

"Double check the model number with all the detailed specs before you order"

My name is Joe Gwerder. I have been in the construction industry several decades. During the past several years, I have been installing a lot of standby generators here in Northern Calif. Pretty much always Generac with only a couple exceptions. I've lost count, but I've installed somewhere around 50 - 60 for my clients. Within this amount, I'm guessing 15 - 20 were purchased through Norwall. Always been a good experience, but now I do have a complaint. Last spring I ordered a Protector series 30 KW NG/LP unit. It actually arrived earlier than anticipated just a week or so ago. Got it set up at the clients place and all went well. The grid power at this location is 120 / 208v 3-phase (very common around here). I wanted to start it and check the voltage the unit was producing before I engaged the transfer switch just to confirm it was correct. The book that came with it said the "high leg" (208v) should be the "B" (center) leg. Doesn't really matter which leg but much to my surprise all 3 legs were showing 120v. on my tester? The loads on site are varied with just one 3 phase load connected to the 120/208v 3 phase grid on all 3 legs in the sub panel. The remaining 2 legs (each 120v) in the grid panel are 240v. line - line, again which is very common. So now, I have a generator with 3 - 120v legs, which are 208v for any 2 legs line - line. Dismayed....I called Generac and was told that the model number I have doesn't have a high leg. Nowhere in the literature in the ad on Norwalls' site does it state there are more than one model to choose from with the Protector series 30 KW NG/LP 120/208v 3 phase unit. This is a very bad mistake on Norwalls part. IF there are multiple choices of models (voltage scenarios) within the very same unit, it should be made clear you must choose when ordering. Maybe I'm guilty of assuming, but I asked the Norwall individual several times during the ordering process to confirm this unit was indeed 120 / 208v. 3 phase. Again, I was not told there are more than one version of the same unit. I didn't (and still don't) even know Generac made both the "Y" and the Delta configuration. Things need to be clear in all the accompanying docs and specs when ordering something that takes 7 - 8 months to get and costs $13,000. Very disappointed and may not purchase any more units form Norwall again.

"Look elsewhere"

Look elsewhere! I ordered a large generator from Norwall. Two days later, before I even received my generator, they ran a special (10% = $639). I asked them to honor that price and they refused. I sent a formal letter to their CEO, got no response. I called him for an answer and never got a return call. No integrity found here. Look elsewhere.

"Customer service is not the priority of…"

Customer service is not the priority of this company. Reps are combative and rude. Good luck

"Good service and excellent generators"

Good service and excellent generators. Strongly recommend!

"One star because of NO service after…"

One star because of NO service after the sale!!!

"Absolute worst costumer service…"

Absolute worst costumer service....EVER!!!! The women, Sharon, literally told us "she didn't want to talk anymore". We were trying to see why we received x2 $5,000+ dollar generators. We were not blaming them, just wanted to see what happened. Like most of us, we don't have a spare $5,550 sitting around to spend on an identical generator that we don't need. She acted liking we were complete morons and told us we needed to have a "heart to heart with each other to sort it out". I'm not sure if a filthy cat pisses in her coffee every morning to make her this foul, or what?!

"A let down"

I was initially happy with the price and surprised at how quickly the two generators arrived. The one of the generator's started without any trouble, the other generator would not start at all. After several attempts I finally reached someone in customer service. I was shocked at how rude and unprofessional she was. She literally insulted me. I was told that because I put oil in the unit they would do nothing for me. In the end, after a hassle I resolved the issue with the manufacturer. I could have spent a very small amount more and had less hassle buying from Amazon.

"Great little generator…Fantastic after sale support!!!"

I ordered this great little generator and Norwall processed the order quickly with no issues. It was drop shipped from the manufacturer and shipped by trucking company that required a signature. Within a couple days the trucking co told me it had arrived in my town and was out for delivery "By the end of the day". So I hung around to sign for it but it did not arrive. Same thing the next day...In the end it took 14 days of morning "todays the day" AND 6PM "it's been delayed"
Through it all McKayla at Norwall was great, She did her best to get things going and kept me updated with emails. Duramax tried as well. Both very responsive. On the day it finally arrived, I happened to see a report on the 6PM local TV news about "all the packages stacked up as much as 2 months at the trucking co local shipping warehouse".
Other than the shipping issues I now have another great generator thanks to Norwall. Not my first purchase and will not be my last largely because of the great follow up support!!!