Generac Power Systems, Inc.

Review: I purchased a Generac Pressure Washer which was shipped to my home and the handle was defective. I contacted Generac and spoke with [redacted] and even sent her pictures. She sent me an email and told me Generac would not do anything and I had to take it up with the retailer. I have not heard back from Generac yet, this is an extremely poor quality control issue and the lack of customer service tells me that other consumers should be aware of this company.Desired Settlement: I would love to get a functional product after this entire mess of an experience trying to get some service from somebody.

Business

Response:

Generac Power Systems would like to thank Mr. [redacted] for contacting us regarding the problems that he has experienced with his purchase of his Generac Power Systems power washer. In reviewing this complaint with the Generac Power Systems customer service department it appears that Mr. [redacted] has been previously notified to take the equpment back to his place of purchase for assistance in replacing the equipment.

We again apologize for the problems Mr. [redacted] has experienced and should he require any additional assistance please contact our customer service department at [redacted].

Regards,

Generac Power Systems

Consumer

Response:

Review: My Generac Pressure Washer stopped dispensing soap. The unit was within the 24 month Warranty window. I contacted Generac Customer Service (telephone) and the representative told me the unit was still under warranty and to take my unit to "Aspen Leaf" of Colorado Springs, CO to have my unit repaired. Again, the representative informed me there wouldn't be any associated charge because my unit was currently under warranty. I turned my unit in for repair with "Aspen Leaf" in December 2015, and deployed to Germany (US Army) in January 2016. I contacted "Aspen Leaf" for an update in April 2016, to seek an update and they informed me that it would cost over $255 to have my unit repaired. Naturally, I contacted Generac and informed them of the situation. Generac and "Aspen Leaf" replied: "The part that is faulty on my unit is the: 'Check Valve.' In addition, the Check Valve is attached to the pump, which would have to be replaced as one unit with the Check Valve in order to resolve my issue." The manufacturer (Generac) also stated: The pump is only under warranty for 12 months and the 'Check Valve' is under Warranty for 24 months." Unfortunately, my Pump works just fine and I do not want it replaced. However, I DO want my "Check Valve" replaced at no charge, because it is currently under Warranty. As a consumer, it is not my fault that Generac designed their equipment to replace multiple parts for a "single" defect. Generac should take responsibility for their product and repair my "Check Valve," in order for my Pressure Washer to dispense soap. I have a complete transcript of the conversation if required.Desired Settlement: Generac absorbs any additional cost in Labor and Parts to replace the "Faulty Check Valve" on my Pressure Washer. The consumer should only be accountable for the defective part; not associated equipment required to be replaced in order to fix a fault based on manufacturer's design.

Business

Response:

Good Afternoon, Generac has made the decision to offer the pump assembly itself as a concession. Should the customer confirm that he will bring the product back to Aspen Leaf to have the repair completed, Generac will contact Aspen Leaf to send them the part. Generac would ask for the labor to be covered by the customer to have this product repaired.Thank you,Generac Power Systems

Consumer

Response:

[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.]

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,

Review: I contacted Generac Power Systems on December 3rd because our portable generator was not putting out any power. I advised the Customer Service rep that our purchase date was December 22, 2013 and explained that the unit had exactly 10.5 hours of use on it and it was no longer putting out any power. She explained to me that our unit was still covered under the manufacture warranty (which is 2 years) and provided me with two Authorized Service dealers in my area. I contacted G&L Outdoor Power Equipment, an authorized repair provider, and scheduled a drop off for the generator the next day, December 4, 2015. I contacted [redacted] at G&L weekly to check on the status of our generator being repaired and was told that they had not gotten to it yet. Finally on January 6, 2016 [redacted] called me and said that the repair on the generator was complete and that we owed him $170.40. I asked him why we had a balance for a repair that Generac told me was under warranty? He explained that by the time he had gotten to the repair the unit was out of warranty (December 22, 2015) and that he had to call and argue with Generac to get them to pay for the $400 part that he had replaced in order to fix our generator. I asked him why he didn't notify me of any of this information prior to the repair he said that he was just the repair guy and that I would need to take it up with Generac. I contacted Generac the same day and spoke to Kate. She took all of the information from me and said that she would get the matter resolved and would call me back. She left a voicemail on my phone stating that the repair was made out of warranty and that I could contact them if I had additional questions. This did not resolve the issue of our repair man stating we owe him $170.40 for a repair that Generac told me was still under warranty. I was completely unaware that this was even an issue until AFTER the repair was made and now G&L Outdoor Power Equipment still has our generator and will not release it to us until the balance is paid. Generac mislead me about the warranty of our product. It can be verified with the service technician that the unit only had 10.5 hours of use on it when he repaired it. The unit cost was over $1000 new and to have a $400 part and $170.40 labor repair after 10.5 hours shows us that Generac does not stand behind their product. The repair man at G&L Outdoor Power Equipment was rude to me and unwilling to help resolve the matter. Our generator is a GP7500 and the serial number is: 7897180ADesired Settlement: My husband and I would like Generac to pay the remaining total owed to G&L Outdoor Power Equipment so we can get our generator back. It is winter, we live in the country and if our power went out at this point, we would have no way to heat our home and we have children here. Generac should have communicated with me as well as the authorized repair shop regarding the cost of the repair and should now pay the balance and stand behind their very expensive product.

Business

Response:

Good Morning, As a one time customer concession, Generac has agreed to cover the labor portion of this repair. We have contacted the independent dealer and have issued an authorization number for them to file under warranty.Regards,Generac Power Systems

Consumer

Response:

[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.]

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,

Tracy Watkins

Review: I recently purchased and had installed a standby generator, after hearing an advertisement offering an extended "bumper to bumper" warranty. Prior to installation, I went to the Generac website and obtained the contact for a 5 star dealer in my area, called the dealer, confirmed the promotion and eligibility, and proceeded.

Upon completion, and an investment on the order of $12,000, I have been denied the extended warranty.

Generac's position is that I should have called the phone number in the ad in order to qualify, however there is nothing in the television ad or on the promotion website that clearly, or otherwise, indicates this.

I have spent the money, had the generator installed by a certified dealer, the dealer is a participant in the warranty promotion, the dealer told me that I would qualify, and yet Generac has taken a position of denial.

If there was any clear statement of elgibility that I could see, I would perhaps understand, but there is not. As such, I believe that the advertisement and website are misleading, and seemingly intended to allow for disqualification from participation in the promotion unilaterally on the part of the manufacturer.Desired Settlement: Generac should honor the promotional offer and deliver the warranty for which I believe that I clearly qualify.

Business

Response:

Good Afternoon, Generac has been able to fully review the situation. Given the circumstances that took place, we have agreed to apply the promotional warranty for this customer. We have made direct contact with the customer to relay this decision.Regards,Generac Power Systems

Consumer

Response:

[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.]

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. I appreciate the efforts in reconsidering their position and coming to an equitable solution

Regards,

caution when you purchase replacement parts for a generac generator they void the warranty if you install the part yourself . I purchased a voltage regulator which failed after about half hour of use . was told it has no warranty because they didn't install part . I was an engineer in power plants for about 10 years and taught electrical engineering at collage for about the years . showed the man who now has one of the franchise in my area how to install generac generators and hay installed 5 generac units on houses I built in the past few years . I think I know what I am doing. will not use generac products in future

I purchased a Generac 11KW standby generator in Aug 2013. Upon delivery, the unit began leaking oil immediately upon testing. The installer reconnected a hose that had been dislodged during testing and I spent several hours cleaning up the quart of oil that leaked out. One week later, the unit started up for testing and once again leaked about a quart of oil. After discussion with Generac, they agreed to replace the unit. One month later, the new unit was installed and upon unpacking the box and setting up the unit, it was discovered that the unit was delivered with a blown fuse. The brochure says the units are each factory tested but I cannot see how that is possible when I had start up problems with the two units I received.

Whoever buys one of these units must be careful to inspect everything and test everything. It seems there is no or very poor quality control occurring at Generac.

Review: Sometime before mothers day my son [redacted] ordered a Generac brand power wash. The sent usa defective one.So we called the company and told them the situation. It took them a couple of weeks to have the company pick up for repair. Then after weeks we got a call from the company thatthey are going to send us a new one.They had deducted money from son's checking account until nowwe don't have our pressure washer. Everytime we call they gave us the run around who to talk to.This is so frustrating. Its been 2 months now, we still don't have our pressure washer.So maybe if this people will received a letter from you this would help. They said we cannot return the product or they won;t return my son's money.Desired Settlement: We would like to have the replacement as soon as possible as they promised and also they attachements that they promised to include.

Business

Response:

Generac Power Systems would like to thank [redacted] for contacting us regarding the problems she has experienced with her purchase of a Generac power washer. We have shared this Revdex.com complaint with our customer service department who has been in contact with [redacted].

A resolution has been reached with Mr. [redacted] on behalf of [redacted] and if he has any further questions our customer service department can be contacted at 1-888-GENERAC.

Regards,

Generac Power Systems

Review: Purchased a Generac Model 0065960 , serial# 9699802 Powerwasher from Menards on 5/30/2015. Used that power washer that week for fence and sidewalk. Drained the device removed the hose and stored in the home during the winter in a closet. When I attempted to use the device on 5/20/2016, water starts to leak from the back of the device. I return to Menards , who totally drops responsibility claiming they have had many of these washer returned for the same issue and they are not liable. Menards send me to a register Generac repairer(Midway, St.Johns Indiana) Midway calls and said Generac is not covering the pump which is busted due to freezing water in the line over the winter. The serviceman asked me was my garage heated , I said yes. The problem with that is the garage is heated and the device was drained and kept in the house during the winter.So my question is where can the device freeze at 76 degrees in the home. And the 1st time its used and not even cut on , it leaks on the pump connectors. The consumer is stuck with Generac and Menards not supporting a device that cost over $300. This also happened with my Generac generator that repairmen came to a similiar conclusion to avoid repair. I spoke with Generac support which encouraged me to get a second opinion and to pay another repairman to give the same results. The consumer is on the hook for a device that didn't survive a year and the manufacturer and the repairer is making a judgement call. Has any of the pumps burst to any other reasons besides freezing or are there other reasons? Could the product be defective wen bought?Desired Settlement: DesiredSettlementID: Repair

All I want is a product purchased that works as its supposed. My product can be repaired or replaced. But no consumer should have topay for a product that gives out in a year.

Business

Response:

Good Afternoon, A representative from our company has been in contact with the consumer. Generac has offered to cover the pump replacement in full (parts/labor.) Should the customer have further questions or concerns they can certainly reach out to us.Thank you,Generac Power Systems

Consumer

Response:

[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.]

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me as long as the repair is done at no charge to the customer . I have not yet received the repaired washer, still waiting repair.

Regards,

Review: In July of 2008 I purchased a Generac 5503 13KW generator from South Central Indiana REMC. They were the dealer, and they professionally installed the unit. I concurrently contracted them and their successor for annual maintenance of the unit, and that has been performed regularly.

Almost from the beginning we have had problems with this unit. First it would fail to start, fail to charge, and fail to do anything but sit outside and look important. Under warranty, the battery, charger, and control panel were replaced. The unit tests itself every Tuesday, and I have monitored the success of those tests. Sometimes it would auto-shutdown due to over-speed or other fault.

On the last scheduled maintenance the technician noticed that copper wire fragments were present in the bottom of the unit. This indicated a failure of the alternator. The unit was removed to the shop and alternator was replaced. One week after the unit was replaced we lost electricity, and the unit duly started itself to provide power, and that is when we blew several circuits inside our home spending the night in the dark.

The technician came out the next morning and found that the new alternator was destroyed. The unit evidently suffered an over-speed causing an over-voltage in our home which blew out some of our appliances. Fortunately, we were home, so I went out in the thunderstorm and disconnected the unit before it did more damage or caused a fire.

This unit has been a "Lemon." Now it will be out of service for several more weeks, and who knows if it will work when it gets back. We bought the generator for piece-of-mind; we expected it to provide electricity as Generac said it would, but it has been a disappointment. The Duke Energy power went off this morning, and my wife and I sat in the dark along with our Generac.Desired Settlement: Generac will say the unit is out of warranty, but it has never worked right, and it has been professionally maintained. I believe they should make their product good by replacing the unit.

Business

Response:

Good Afternoon, Generac has reached out to this customer directly to obtain further information regarding the history of repairs on his generator and installation photos. Once Generac recieves this information we will then be able to make an informed decision.Thank you,Generac Power Systems

Review: My Generac standby generator malfunctioned and according to the warranty representative, as a result of inspection and attempt to repair, the y reported that the cover had been left open and that it caused damage to the electronic components. The electrician that installed it had first checked it and initially reported that it was the battery. Further checking revealed that that the problem was electronic in nature. He referred it to the Generac company and their warranty representative found a broken wire component that he attempted to solder. He then concluded that the problem was caused by the cover having been left open to the elements causing extensive damage to the electronic components. The warranty repair was denied.Desired Settlement: I want the unit replaced with a new unit/not refurbished,according to warranty coverage.

Business

Response:

Good Afternoon, An authorized servicing dealer with Generac has confirmed that the current issue was due to the lid of the generator being left open, allowing the elements to get into internal components of the generator. Due to this not being a manufacturing defect, Generac will not be able to cover this current repair or future issues relating to this event. Please see the attached warranty statement for reference. Thank you,Generac Power Systems

Review: My generator has quit working. I have called the factor, only to have to leave messages. When on line to find a local dealer to help with service. Some on the list claim not even to be dealers & those that are, you only get voice mail. Have been trying to get help with this problem since July 4th. Factor nor dealers answers their phones or answers their messages. Can you please get me some help?Desired Settlement: To get my generator repaired & to have a dependable contact should I have any more problems.

Business

Response:

The Generac Power Systems customer service department has been in touch with Mr. [redacted] regarding the problems he was experiencing with his generator. The generator appears to be in working order at this time and Mr. [redacted] has been provided a list of service providers and a contact person within our customer service department that he can use in the future if needed.

Regards,

Generac Power Systems

Review: On Feb. 11, 2013 we purchased a Powermate 6000 portable home generator at Home Depot in Norwood, MA. ($699 plus 6.25% tax) Generac owns Powermate. We used the generator a few (3) times since the purchase. This winter Jan-Feb (2016) was different! When we heard of upcoming storm my husband tried to start the generator but the starter handle violently snapped back, came off in his hand bruising his index and middle finger which eventually swelled up. Since the storm was coming the next day, we brought it to Home Depot to have them look at it. They said it was out of warranty so we asked them to see what they could do. We couldn't be without heat! They did what they could do and said it was running rough. We needed it for that night so we took it home. It started and we used it for 1 day. My husband shut it down around 2 a.m. because he didn't want it to run too long. (overheat?) Early the next morning he went out to start it again and the pull starter snapped back again, broke again, leaving my son and I freezing for an entire day. We called the # on the Powermate "Starting the Engine card" and phone was answered by Generac. They said to bring it to an authorized repair shop in Dedham, MA so we did. The unit has been there since mid-Feb. After a few conversations with Tony at TLC repair, who said he was busy and put us on the back burner. He finally said he would order a new starter kit. We waited. He said he ordered it. The next time he said they sent the wrong part. The third time he said the new starter did not fix the problem and could only be started on the first pull. He said the only way he might be able to find the problem was to take the whole engine apart. (4 hours at $75/hr - $300+) but still not sure if he could fix it. It wouldn't be worth trying if we paid $300 and were not assured that it would be fixed. We were not really confident in the "authorized repair shop" who more or less gave us the run around. After 3 lengthy conversations with customer service at Generac, they said they could not make a concession.

I argued about the warranty saying that the warranty shouldn't be the issue since it was a manufacturer error. Their final answer, which really made me mad, was "we didn't manufacture engine." I feel they should be responsible for the products they are selling. We would like the generator replaced or $742.69. We used the generator approx. 3 times.Desired Settlement: I believe this generator is defective and should be replaced with one that is of equal or greater value or reimbursement of $742.69. We have suffered the aggravation of trying to have the item fixed. The day after the temporary fix, I sat in the house with an extension cord attached to a neighbor's generator that was attached to my small floor heater so we could have some kind of heat. (and was periodically turned off by neighbor - which is totally understandable).

Business

Response:

Good Morning, Generac has been in direct contact with this customer and has agreed to replace the product. The product has shipped from our factory as of 05/17/2016.Regards,Generac Power Systems

Consumer

Response:

[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.]

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,

Review: I purchased a Generac 8kW automatic standby generator that was installed in July 2011. Beginning in October of 2012 and continuing to the present, the generator has repeatedly failed to start during both real emergency power outages and weekly preprogrammed self-tests. The failures began during the company's warranty period. I have had 4 different Generac authorized installers service the generator and been unable to resolve the problem with starting. We filed an Incident Report with Generac of Nov. 11, 2013; however, the company has yet to satisfactorily address and resolve the mechanical problem by either repairing or replacing the unit. In addition, they have not responded to our request for reimbursement of the futile service repairs.Desired Settlement: Replacement of the faulty generator with another unit of equal or greater capacity at Generac's expense and reimbursement to us of $737.68 we paid the licensed contractors for labor and parts.

Business

Response:

Generac Power Systems would like to thank Mr. [redacted] for contacting us regarding the problems he has experienced with the purchase of his Generac home standby generator. The Generac Power Systems customer service department has been in contact with Mr. [redacted] and have agreed to replace the generator. The order has been placed and we are working to get the new generator shipped as soon as possible.

Should Mr. [redacted] have any further questions or concerns he can contact our customer service department directly at 1-888-GENERAC.

Regards,

Generac Power Systems

Consumer

Response:

[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.]

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.

Review: I purchased a new in the box Generac 55oo a short while ago. Upon taking it out of the box I noted the fuel shut off valve was broken. I contacted Generac by email and they requested various information that I supplied. They didn't reply after the info was given. I waited a few weeks then I called the service number and got a recording telling me to hold for the next operator. I held for 16 minutes and the line went dead. I then called again holding for 14 minutes when someone answered the phone but wouldn't talk. I could hear two people talking and laughing in the background. Once again the line went dead. I took the generator back to [redacted] in [redacted]. and asked for their assistance in getting the part.They called Generac and gave them my address and was told they would ship the part the next day. Over one week later I still don't have the part and once again have tried to call and email. With service like this I don't think I want anything to do with their products.Desired Settlement: Notification of future customers the poor response they might expect from this company.

Business

Response:

Generac Power Systems has been in touch with [redacted] to inform her of the parts shipments which should of arrived today and were informed that the generator was returned to the place of purchase. We apologize for the problems [redacted] has experienced and since the Generac generator was exchanged at the store for another brand we would consider this complaint closed.

Regards,

Generac Power Systems

Consumer

Response:

On Wed, Sep 4, 2013 at 6:59 PM, [redacted] wrote:

Thank you for your assistance in this matter. I did receive a call from Generac and I was able to discuss with them the problems I encountered. Their explanation is satisfactory to me . I appreciate your help in this matter. Sincerely [redacted]

after reading the numerous complaint reviews about generac issues.I am certain I have a $3600.00 yard ornament.some of the scenerios consumers have stated I have experienced myself. the frustration of trying to contact and get anyone from generac to give you the support you would expect from such a costly purchase and there lack of willingness to stand behind there product and warranty.it's not just myself but the follow up that has been initiated thru the place of purchase has also gone without results because of generac's lack of concern and poor customer service practice.Do your homework if you are thinking of buying a stand-by generator. You have been warned!

Review: The electric generator I bought online, arrived DEAD. I posted videos on youtube showing that the brand new generator out of its shipment pallet does not start. At this point, the shipment is NOT an "Electric Generator", it is only as good as 300lbs or scrap metal that I did not order.

I put gasoline in the generator and tried to start the engine. Engine did not start. I went through all available channels and troubleshooting steps to no avail.

Seller of the product accepts no returns claiming there is an imaginary federal law prohibiting shipment of gas engines. In fact, it is only a deliberate misrepresentation of federal law prohibiting shipment of 'gassed' engines via certain methods.

Generac support tells me to take it, a brand new engine out of its box, never used, to a repair shop.

They refuse to compensate me for the time and money I'd put in carrying the 300lbs of scrap metal around trying to find somebody to turn it into an electric generator!

I did not buy 300lbs of junk metal. I bought a brand new generator that would generate electricity when turned on.

The item in my driveway is NOT that.Desired Settlement: Since this item is only as good as 300lbs of scrap metal, I'd like to dispose it off at the local scrap metal store and transfer the $20, what it is worth as it stands, to Generac. Unless, Generac wants to come pick up their junk from my driveway.

Business

Response:

Good Afternoon,When the customer bought the generator, it was provided with a warranty. In order for Generac to follow the warranty process we would respectfully ask that the customer takes his product to an Authorized Generac Service dealer in his area. Once the dealer makes the diagnostic, he can then make the repairs necessary to ensure the generator is in working order. If the dealer determines the issue to be a manufacturing defect it would be covered under warranty.Regards,Generac Power Systems

Consumer

Response:

Review: I just purchased and had professionally installed a generator for my home. After installation, the first test of the product yielded a peculiar noise when the motor started. I opened the housing and noticed a repair tag (a copy of which I sent to Generac) saying the motor had an assembly defect.I have contacted the company 20+ times asking for an explanation. I have received none. I have begged them for a solution. Stonewalled. They say "call a repairman".I say - it's brand new and possibly faulty. Replace it. (And pay for the gas and electric hookup costs to replace it).Desired Settlement: First of all, communicate. You have miserably failed.Secondly, unless you can explain the repair tag I sent you, replace the brand new product you sold as new that was defective.

Business

Response:

Generac Power Systems has been in communication with Mr. [redacted] and have agreed to replace the generator. The Generac Power Systems customer service department is also in contact with Boyland Electric regarding having them performing the swap out.

We apologize for any problems that this may have caused Mr. [redacted] and should he have any additional questions he can reach our customer service department by calling [redacted].

Regards,

Generac Power Systems

Business

Response:

Generac Power Systems would like to confirm for Mr. [redacted] that our customer service department has spoken with the service provider and that the labor to remove and reinstall the generator will be covered by Generac Power Systems.

We understand that Mr. [redacted] would like to leave his complaint to the Revdex.com open until this installation takes place which is understandable. We apologize for the problems that Mr. [redacted] has experienced and should he need any additional assistance or have any other questions please contact our customer service department at [redacted].

Regards,

Generac Power Systems

Consumer

Response:

Review: Not sure where to begin. Since December 2011 I have been having problems with Generac regarding a standby generator. Since that time my generator has been replace and a replacement motor all of which have failed. I filed a incident report # 207188 and I have not heard anything from the Resolution Department for 3 Months ( [redacted]). I sent a letter to the CEO ([redacted]) on 3/16/16 advising of the problems. As of this date I have not received a reply. The information that I gather is that this particular generator ( EcoGen 0058181) has a design flaw which is prevalent to the problems associated and will not be admitted by the company. I have been in contact with my local Generac Service Provider ( [redacted] Technology, Tel ###-###-####) and found out that they currently have 4 such generators experiencing the same problems. I can forward you a copy of the letter sent to Mr. [redacted] if that will assist you.Desired Settlement: I only wish to have my generator operating whether it be this particular one or a replacement. I have not had power at the residence for 3 months due to the failed generator. If a replacement is obtained given the history of this particular model I feel that a full warranty should be in force. The reasoning is that the failed replacement/parts of the previous has taken 60 days to 18 months to surface the defect of which has still not been determined. I feel that I have been more than patient given the history of repairs. Given the history of this "off grid" generator I would consider this particular product "defective" from design. Apparently there is a similar model manufactured that is not plagued by this design flaw.

Business

Response:

Good Morning, We have been in direct communication with this customer to gather necessary details in order for Generac to come to a conclusive decision on this case. Generac is currently working toward obtaining information from the authorized dealer who has been working with this customer. Once this information is recieved, Generac will be making a final decision and informing the customer.Thank you,Generac Power Systems

Consumer

Response:

Review: I purchased a Generac 15KW from a local lumber box store in 2012. I had never had a need to use it until this past July,2015 when power was out for more then 3 days. During the time of purchase to July all I did was do the regular start ups to keep everything charged up so it only has three hours on it. TOTAL ! It wouldn't start...I went on line to Generac to find a authorized service provider for my area and it was my local REMC. They referred me to [redacted] Electrical to have them come take a look at the Generator. This took two weeks to get them here , was told by there tech. that it had two bad ignition coils that would have to be replaced said he would get a price and call me back. Nothing for two more weeks. Called [redacted] again to find out what was happening only to be told the tech was no longer there would have someone else come out to look. Three weeks pass it is now the middle of Aug. and no one has been out to check. Called [redacted] again and they had forgot to send some one out but they would have a Tech there today within two hours. Tech came out I explained what first Tech had said was wrong and new Tech. said he thought it was the Voltage regulator not the coils and would order one the first thing in the morning. Said he would call me back with price and when to expect arrival of part. Two weeks pass it is now the first of Sept. and no one had called so I again called [redacted] and got their voice mail so told them to forget it as I would find someone else to do the work. [redacted] returns my call within minutes says my part should be in tomorrow and they would be right out to fix it. It is now the middle of Sept. and no parts or tech. has been out. Called [redacted] again got voice mail again told them to cancel everything was tired of waiting .

Contacted local box store where Generac Generator was purchased and talked to there sales rep. in the dept. that sells generators. Went over the problems with Generator and what the other techs had said was the problem he said he could order me a voltage regulator direct from Generac to change out. So he did ,it arrived within four days.

Changed out old one with new voltage regulator and nothing changed unit still would not start. Called box store back and discussed at lengths what could be the problem and through several trials we found that by disconnecting the Ign, coil ground wire and removing the piston from the Fuel solenoid shutoff we could get the generator to run but there was no output of voltage of any kind no A/C or D/C. Box store guy was at a loss said to call Generac.

Called Generac told the rep 'about my problem and all the trouble I had been having just trying to get my generator fixed and felt with only three hours on the unit that Generac should help with fixing the generator and she said that they might be able to and to have tech call the warrantee dept. So I asked for a different authorized service dealer in my area and they gave me two more names. Called the first one that was closer of the two but they did not work on this size generator so called [redacted] and they said they could have a Tech down in two days. On Wednesday Oct. 7th. [redacted] from [redacted] arrived to look at unit . Told him what had been done by the other Techs and by me . [redacted] tested the generator and determined it would have to taken back to the shop for repair and he would let me know what he found out. Sunday Oct. 11th [redacted] calls and tells me that the CPU is bad and that is what controls everything in the generator and that he had called Generac Warrantee three times to on three days and all said that they would not help. Went on line to check out if anyone else was having problems and found that Generac has had several complaint about their generator CPUs being bad and having to be replaced and most on units like mine with very few hour on them. This obviously is a common problem with this part and since these are units that people rely on in bad times or with health issues where they can't be without power Generac should be proactive and have a recall to replace the bad CPUs like any responsible company would do. As of right now my generator is still in the shop waiting on a new CPU that will cost me around $975. Three hours of time on unit.

THIS JUST ISN'T RIGHT.Desired Settlement: I would like to see Generac do the right thing and recall the bad CPUs and not make their customers have to go through what I have had to just to find out it is all due to a factory defective part. On a dark snowy night is not the time to discover that the company that you put your faith in to help you out only wants your money and doesn't care about you after the fact.

Business

Response:

Good Morning,Generac has reviewed the details of this customers case thoroughly and we have decided to make a goodwill customer concession towards the repair that needs to be completed on his product. Generac has been in contact with the customer regarding this decision, if he has further concerns regarding this matter he can certainly contact us. Thank you,Generac Power Systems

Consumer

Response:

[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.]

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.

I do wish that they would generate a recall to all Generac owners that have the same CPU as does mine so that they do not have the same problem as I did.

Regards,

Review: We purchased a back up generator last summer. This past January, the breaker box started to smolder and smoke so the fire department was called they said we had a transfer switch problem and took the unit off line. We arranged for Generac's local dealer to come and see what the issue was. Between the time the repairman came and when we made the appoitment, we got a letter saying Generac had recalled the transfer switch in our unit and would replace it and extend our warranty. After several weeks from when the unit was taken off line, the part was replaced, but we never got the extended warranty nor any sort of response to my emails.Desired Settlement: At some point some confirmation back from the company would have been appropriate but at this point all I want is a written confirmation of the warranty extension.

Business

Response:

Generac Power Systems would like to thank [redacted] for contacting us regarding the problems she has experienced with the purchase of her Generac home standby generator. The Generac Power Systems customer service department has confirmed that the letter confirming the extended warranty previously agreed to by Generac has been sent to the post office by the outside firm handling the mailer.

We apologize for the delay in getting the written correspondance out to you so listed below is the verbiage you will be receiving in the formal letter and please feel free to contact our customer service department at 1-888-GENERAC with any other questions.

Regards,

Generac Power Systems

Serial Number: [redacted]