Generac Power Systems, Inc.

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]

Good Afternoon,   Generac has been in contact with the customer directly and have come to an amicable solution for him to obtain the requested information. If the customer has any further questions or concerns we are happy to address them at that time.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, if fully implemented, is satisfactory to me.  I do look forward to Generac replacing the current generator with a new generator.
Regards,
[redacted]

Hello,Generac Power Systems has been in communication with this consumer and his daughter. We have offered to refund him for the $80.00 inspection he paid, processed that paperwork, advised them it would take 4-6 weeks for his reimbursement to arrive.The independent dealership tested his unit and found no manufacturing defects. Pictures were taken and submitted to Generac Power Systems to review as well.The fuel plenum inspection was a one-time inspection that was needed. After the initial inspection (again completed, found in great condition, tested and operational, and refunded inspection fee to the consumer), the consumer will only need to continue to have an independent dealer out for their routine maintenance. Generac is requesting that the dealership and the consumers ensure that they add the fuel plenum to their maintenance check list. We are asking the plenum be inspected during the regular maintenance, so there would not be any additional charges to the consumer, as everything should be done in one trip.Generac Power Systems has again, address his complaint, his product was found to NOT be defective, he has been reimbursed. At this time, Generac has considered this situation resolved.Regards,Generac Power Systems.

Good Morning,   Mrs. [redacted]'s original warranty was from 03/26/2011-03/26/2014. This coverage included labor and parts for the first two years, and parts coverage for the third. Within that timeframe, Generac does not have records of Mrs. [redacted] having an issue with the...

generator. However, on 07/16/14 Generac had offered as a concession to pay parts and labor to an authorized service dealer for an airbox repair on the generator. At this time, Generac has offered an out of warranty concession for the airbox repair and will not be able to offer a further concession for the current repair that is needed.Thank you,Generac Power Systems

Generac Power Systems has contacted Mr. [redacted] and have discovered that the product in question is not a Generac Power Systems piece of equipment and we have provided him with the contact number for the appropriate manufacturer.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.
Thank you Revdex.com for bringing this complaint to the company in question. The issue here is not that I had the starter replaced under warranty, and the warranty has now expired, but the fact Generac had required me use their company to repair my generator and they cheated me by putting in a used part instead of a new part. Gererac seems to feel they have no responsibility. Under the terms of warranty I should had received a new starter, if I had a new part instead of a used part it would not likely had broken down again. The public needs to be informed Gererac uses these companies as they service the product the cheapest even though they cheat the customer. They can therfore pass on the blame and not accept responsibility. The main fact here is the company doesn't care about the end customer as long as Generac saves money in the end. Seems like Generac would be concerned this is not likely the first time this servicing company has not made repairs satisfactory and cheated the customer, but again they are more concerned about profit. This response makes it completely clear to the public Generac is more concerned about their bottom line and not the servicing of their products or customers. Also, by making this complaint to the Revdex.com hopefully many customers will know what type of company Generac is and they can not be trusted. The public having many choices of generators from other companies will now be informed and hopefully more likely to use other companies that are dependable.
[redacted]

Good
Afternoon,
We do
apologize for the issues Mrs. [redacted] experienced with her generator. We have
had an authorized dealer working with her, to replace the parts under warranty.
The dealer has received the parts necessary to repair the generator. The repair
is scheduled for Friday the...

6th at 8:00am. We are also going to re start the
generator warranty from the date of full operation.
Thank you,
[redacted]
Generac
Power Systems

Good Afternoon,      Generac has made direct contact with the authorized service center. It was determined that the engine in this product was seized due to the product not having oil in the crankcase while in use. This particular issue is not deemed to be a manufacturing...

defect and would not be covered under the warranty.Thank you,Generac Power Sysems

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.
First, thank you for extending the warranty.  However, we have not seen a copy of this written warranty and, therefore, have rejected this resolution as of Monday, March 28.Second, since Generac referred us to a dealer for sales, why was Current Electric not suggested in the first place.  Then that company could have also made any repairs.  Why are all authorized dealers not authorized repair/service technicians??  It is common to call the company where a product is purchased for repairs.  If Nelco is not an authorized dealer to repair the generators, why are they an authorized dealer to begin with if they cannot make repairs?Does maintenance also have to be done by an authorized REPAIR technician???  We want to be sure to follow the RULES in order not to void the future warranty.  Now we never know who to call.  Do we need an authorization from Generac to do ANYTHING?
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]

Good Morning,      As an out of warranty concession, Generac has offered parts only coverage for the repair. Generac has been in direct communication with this customer.Thank you,Generac Power Systems

Good Afternoon,  Thank you for your patience while Generac reviewed your concerns. We have attached the warranty statement that is provided with the XT8000E. It is outlined in this statement that the warranty is applicable up to 1000 hours of use. If the generator does in fact have over...

this amount of hours, then Generac would respectfully decline warranty coverage as outlined in the attached statement.Thank you,Generac Power Systems

Generac Power Systems would like to thank [redacted] for contacting us regarding the problems she has experienced with her Generac Power Systems home standby generator.  The complaint that has been filed was sent to our customer service department for their review and...

response.
Generac Power Systems has been in contact with [redacted] and has made arrangements with an authorized service provider to get the generator operational and have also provided some insight into the battery problems that [redacted] has had over the years.  Should [redacted] have any further questions regarding this complaint our customer service department can be reached by calling [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.  Thank you for the clarification that the unit will be delivered to our house once fixed.  If the unit can be fixed, we are requesting an itemized repair report stating everything that was done to the unit and the parts that were replaced.  However, we are not convinced that this unit can be fixed.  Per conversation with Generac representative [redacted], we have requested that our generator be returned to us in good-working condition no later than September 4, 2015 or Generac will send us a replacement XP10000E no later than September 4, 2015.  We have been without a generator for over 2 months now.  This is completely unacceptable for a unit that is less that one year old and only has 2 hours on it.In addition, we will never purchase another Generac product in the future, nor will we recommend any Generac product.  Living in rural Connecticut requires many homeowners to need a functioning generator, so we will make sure they stay clear of Generac.  My husband and I work in Quality in the Aerospace industry and we thought we did our due-diligence by purchasing a Generac generator.  Unfortunately, Generac needs a few lessons on customer satisfaction and product conformance to requirements.      
[redacted]

Good Morning,      It has been determined by an authorized servicing dealer that the generator needs an engine replacement. Generac has made the decision to repair the generator under the standard warranty that was provided with this product upon purchase. We recognize the...

urgency to have the customers generator repaired as quickly as possible. Generac is currently working towards expediting the parts order out of our factory and following up with the dealer to ensure this repair is made in a timely manner. Regards,Generac Power Systems

Generac Power Systems would like to thank Mr. [redacted] for contacting us regarding the problems he is experiencing with his Generac home standby generator.  The Generac Power Systems customer service department has been in contact with Mr. [redacted] and would like to send out a different service...

provider to inspect the generator and at that time they will make a determination on what the next steps will be.
We apologize for the problems that Mr. [redacted] is experiencing and will work to resolve those concerns as soon as possible.
Regards,
Generac Power Systems

Good Afternoon,We have explained to the end user, that the part that the independent dealer is attempting to purchase for his generator, does not exist in that model. We have explained this multiple times via phone and email (attaching the exploded views of the unit to the dealer as well). We have...

made calls on behalf of Mr. Thompson to find an independent dealer in his area that would be better suited to assist him. We have emailed this information to the end user. Thank you,Generac Power Systems

Hello,Generac was contacted and a team lead from our customer support department was notified of this situation the same day this complaint was submitted. The part was expedited to the consumer (next day air) at no charge.Regards,Generac Power Systems.

Good Afternoon,    Generac has reviewed the history on this unit as well as the warranty period. Our customer support department has advised that Mr. [redacted] reach out to an independent dealer for a diagnosis on the unit, as he had indicated what he thought to be the concern....

Customer support had advised that in order to escalate his request, we would need to have a confirmed diagnosis. Mr. [redacted] has not been back in contact with Generac Power Systems, Inc. since the independent dealer was on site.A resolution specialist will be reaching out to Mr. [redacted] to discuss his situation in attempt to gather further details regarding the issue with his product. Thank you,Generac Power Systems