Generac Power Systems, Inc.

Good Morning,     We do apologize for this misunderstanding, we have verified that the authorized service dealer will in fact be dropping off your product to your home once it is repaired.Thank you,Generac Power Systems

Good Morning,      Generac has attempted to contact this customer on 01/28, and 02/01 to gather further details. However, have not recieved a phone call back. If the generator is under warranty and is need of repairs, Generac would follow the warranty process by having an...

authorized dealer diagnose and repair the generator.  Thank you,Generac Power Systems

[A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. 
Regards,
[redacted]

[A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution although not complete is satisfactory to me.  Given the track history of this particular generator and the problems I have had I would like a little more assurance that they will stand behind the machine as a whole rather than just the parts installed for the period of warranty.  The last part that failed lacked three days of being out of warranty before it malfunctioned. 
Regards,
[redacted]

Hello, Generac Power Systems has contacted this customer today to discuss his Revdex.com complaint.   We apologized to the customer that he wasn’t contacted for 5 days regarding his concern.   We advised the customer that the milky substance is a result of a combination of limited...

use of the generator and humidity in the air and the milky substance will not impact the operation of the unit. We told him that when the unit is called into service after 20 minutes of use under load the milky substance will have burned off.   The customer said he wanted assurance that if he has any problems with his generator after he is out of warranty and the issue is related to the milky substance that he won't be charged for repairs. I advised the customer that I can't provide any assurance that he won't be charged as we do not work in hypotheticals, however we have his concern noted and have provided him with his case number and our contact information.  Thank You,Generac Power Systems.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
[To assist us in bringing this matter to a close, we would like to know your view on the matter.]
Regards,
[redacted]

[A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. 
Regards,
[redacted]

Generac Power Systems would like to thank Mr. [redacted] for contacting us regarding the problems he has experienced with his order of a Generac Power Washer.
The Generac Power Systems customer service department has been in contact with Mr. [redacted] and has explained that the Generac does not have any of the one wash available as the product has sold out and that his credit card was never charged for that product.  The discussion ended with Mr. [redacted] accepting a different model power washer as a replacement with the understanding that he would have preferred the One Wash model.
If Mr. [redacted] would like to try and cancel his order for the replacement power washer he should contact our customer service department immediately at 1-888-GENERAC and make that request.  They will be able to inform him if that is still a possibility.
Regarding the One Wash, we understand that Mr. [redacted] did not get the product he had requested and regrettably we not able to provide the item as we no longer have the product available.
Regards,
Generac Power Systems

Generac never said Laurelton Electric was independent of all influence from them.  Generac never said Laurelton Electric was not their installer. Generac contacted Laurelton Electric about my request for their installer.  Generac never provided any other installer even after I complained.  Laurelton Electric contacted me at the request of Generac.

Good Afternoon,   At this time Generac has a record of two repairs needing to take place. The first repair was an airbox assembly that took place in May of 2014. The second repair is the repair that is currently needed. The customer has owned the product since 03/26/2011, so our records do not indicate there has been a constant need of parts being replaced. Generac is unable to participate further in out of warranty concessions, as we have made an out of warranty consideration in the amount of 245.00 in the past. Thank you,Generac Power Systems

[A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
Revdex.com:A complete solution would be for generac to make the automatic maintenance run time longer than the non adjustable 5 mins.  A customer adjustable range of 5 - 15 min would completely solve the known issiue for ALL generac customers, as it is a widely discused problem.  As far as being ignored by generac until the Revdex.com was involved could possibily be solved by sensitivity and customer service training or remedials for generac customer service employees.  Appologies after getting caught does not merrit much. PREVENTION in ignoring the paying customer should be the key topic of correction.
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that generac's suggestion that they will look into the problem, and have documented my concern is satisfactory to me as there is not another good choice at present. I can only hope generac will take my suggestion as this has been voiced by many other generac customers.  
Regards,
[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
I do not accept the company's explanation because it doesn't make any sense.  What kind of company would order and replace parts for a piece of equipment that they claim has no manufacturing defects as a "precautionary step"?  
Regards,
Karen [redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
I didn't accept the evaluation of the Genarac company regarding the storage.  Essentially they are blaming all the customers whose units failed with the same problem.  I hope they better take care of the customers.
Regards,
[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
[To assist us in bringing this matter to a close, we would like to know your view on the matter.]
Regards,
[redacted]I do not accept this [redacted]Ms [redacted] Had sent out a prior company to  evaluate this generator before. The prior company continued to follow every recommendation that Generac made and the generator still failed to run reliably in "BAD" weather during a power outage. It runs 85% of the time in warm weather during summer months although there has been an occasional problem from time to time. This is 3 year history of this generator having multiple repair resolutions all recommended by Generac to solve the problem; none of these has solved the problem. In fact, I have without emergency power during two snow storms in 2015. Ms [redacted] has been rude, and on multiple occasions has told me that there is nothing wrong with this generator, however there were two open cases to prove otherwise both of which she closed. This time she wanted to send out a third company to re-re- evaluate the generator after having worked closely with the second company that she sent out. Ms [redacted] also wanted to start the entire evaluation process over again with a new company. When I told her no I wanted the generator replaced and that I had lega rights as a consumer under chapter 93, she accused me of having hired an attorney and again closed my case. LEAVING me stranded yet again without a reliable piece of equipment. This has been going on during and after the warranty period. I began asking for a replacement generator well within my warranty and generac has deliberately dragged this process out.

Good Afternoon,  Generac had a representative reach out to the customer and we have explained that the installer is addressing her concerns with the installation. These corrections took place 11/04/2015.Thank you,Generac Power Systems

Generac Power systems would like to thank Mr. [redacted] for contacting us regarding the problems he has had with the purchase of his Generac generator.  The Generac Power Systems customer service department has been in contact with Mr. [redacted] and provided him the information that his replacement generator shipped on 9/24/14.
If Mr. [redacted] has any questions regarding this generator shipment our customer service department can be reached at [redacted] under case number [redacted].
Regards,
Generac Power Systems

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
THEIR GUY WAS HERE FOR OVER AN HOUR TRING TO FIND SOMETHING WRONG WITH OUR HOME SO THEY COULD NOT TAKE THE BLAME FOR A DEFECTIVE GENERATOR.  MY HUSBAND MEASURED THE OUTPUT UNDER LOAD AT WAY OVER WHAT IT SHOULD HAVE BEEN. 170 VOLTS.  IT SHOULD HAVE BEEN 120.     My husband would not let him put it under load because we spent nearly $2000 repairing everything tHat burned out when we plugged in their generator.   The COLEMAN  generator we had at least 20 years was hooked up exactly the same, and our home was exactly the same and nothing burned out.  Within a half hour of plugging in their generator it started a fire, burned out a furnace, put t he computer power pack into smoke.  Our store on the property and our barn had nothing burned out because it was not hooked to the generator.  It also has a furnace and computer.  THEY CAN SAY WHAT THEY WANT, BUT THEIR GENERATOR WAS DEFECTIVE AND BURNED OUT 2000$ WORTH OF ITEMS IN OUR HOME.  BY THE TIME WE PUT BAD REVIEWS EVERYWHERE, AND COMPLAIN TO THE Revdex.com, AND ATTORNEY GENERAL, AND PEOPLE READ OUR COMPLAINTS, HOPEFULLY THEY WILL LOSE MUCH MORE BUSINESS THAN THEY WOULD HAVE HAD TO PAY US FOR OUR DAMAGES IN OUR HOME.  MY HUSBAND WAS A HUGE DEWALT PURCHASER AND MY SON IS ALSO.  WE WILL NEVER BUY A NEVER DEWALT OR GENERAC PRODUCT AGAIN.  WE HAVE ALSO TAKEN OUR BUSINESS TO LOWES, AND NOT HOME DEPOT.  THERE IS ALOT OF COMPETITION IN OUR WORLD NOW,  CJUSTOMER SERVICE IS WHERE IT IS AT.  HOME DEPOT AND GENERAC DO NOT CARE ABOUT THEIR CUSTOMERS OR STANDING BEHIND THEIR PRODUCTS.  WE ARE NOT DONE.......
Regards,
[redacted]

[A default letter is...

provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. 
Regards,
[redacted]

[A default letter is provided here which indicates your acceptance of the business's...

response.  If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. 
Regards,
[redacted]

Hello,Generac Power Systems has been in communication with both the dealership and the consumer. We were initially contacted by the consumer who was upset that his generator was not operating correctly. We had extended him a one-time concession to cover the travel for the technician...

to drive out to his home and pick up the generator (not covered under warranty, however offered to him as a concession). The consumer is now requesting his money be returned by Generac.  We have repeatedly advised him that  as we did not sell him the unit, we cannot refund his money. He would need to discuss that with the place he purchased the unit from.We have asked the consumer to provide us with more detail, and offered to reach out to the dealer. His response was to send us an email showing he has filed a Revdex.com complaint. Again at this point in time, This unit is under warranty, any manufacturing defect will be covered under warranty. If the consumer is looking for a refund, he would need to work with the place of purchase.Regards, Generac Power Systems.