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,      Our records do not show a dealer being on site 43 days after the warranty had expired. Unfortunately, without further notes indicating you had this issue in warranty Generac is not able to offer an out of warranty concession. If you feel we are missing information in regards to your case, please contact us directly. Your case number at Generac is [redacted]. Regards,Generac Power Systems

Good Afternoon,   We do apologize the customer is experiencing issues with their generator. An authorized dealer has been on site and corresponding with our technical department regarding the current issue. It has been determined that the control board and harness need to be replaced....

Per the warranty statement, Generac will repair or replace any part that is deemed defective by an authorized servicing dealer. At this time, Generac has decided to replace these parts as we do not feel the entire generator itself is in need of a complete replacement. Based upon the diagnostics performed we are confident this shall resolve the issue the customer has been experiencing. Thank you,Generac Power Systems

Good Morning,      Generac Power Systems, as a one time goodwill concession will be covering this repair for the customer. If the customer has questions regarding his repair, he can certainly contact us directly.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] installer has not completed the job, he is due to come back on Friday.  I will address this issue at that time.

Good Afternoon,   We have requested for the customer to send us the part back for inspection to determine if this was in fact a used starter. Once Generac recieves this part, we will be able to provide a further update. If in fact it is a used part, we will look into offering a concession for the customer.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. 
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,
[redacted]

Generac Power Systems woudl like to thank Mr. [redacted] for contacting us regarding the problems that he has experienced with having his Generac RV generator serviced.  The Generac Power Systems customer service department had been in communication with Mr. [redacted] and was attempting to find an authorized service provider.
In reviewing this last response from Mr. [redacted] it appears that the Generac Power Systems customer service department did not clearly communicate that the generator was well out of the warranty period and that repairs to the equipment would not be covered and hence Mr. [redacted] can have anyone work on the generator.  If Mr. [redacted] was inquiring if the repairs might be covered by Generac then our customer service department would then request that an authorized service provider look at the generator.
Generac Power Systems would again like to thank Mr. [redacted] for contacting us and we apologize for any delay in responding to his initial request and regret not being able to assist him with his repair.
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.
[To assist us in bringing this matter to a close, we would like to know your view on the matter.]
Regards,
Joseph [redacted] As I have said, in spite of their stated policy, when it was convenient and money saving for Generac, they sent a warranted part without their dealer coming to diagnose and later replace the faulty fuel selector valve. I had to diagnose and I had to replace this part. They are just refusing to honor the parts portion of their warranty. They are so foolish to play this game with a customer. For all the time they have spent fighting my request to honor their warranty and for how little this part must cost them, they are truly business foolish! In the long run it will cost them so much more in lost business.  I continue to advise people that ask me to NEVER consider Generac because of their poor support and dishonest ways. Please have Generac explain to you why they provided that gas selector valve to me without a dealer coming to diagnose first.

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,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

Just sent the following message to the resolution Specialist Ms [redacted], Generac: Here we go again. Generator was scheduled for its 10:00 AM Sunday auto running exercise. Didn’t happen. Noticed around 101:10 that the generator was not running. Went outside to inspect and controller reveals an error code 2502 governor fault. At this time, this generator serves no purpose except taking up space.

[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]

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 called your authorized dealer [redacted] Small Engine ###-###-#### and the said they will not accept the power washer unless Generac contacts them via email or otherwise regarding fixing the unit.I spoke to Jason this morning June 9, 2015 at 9:15am.Can you please contact them so I can have my pressure washer fixed.Kind 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.
[The date the work on my generator was completed on 5/19/11 - discussions etc. took place earlier. Early in May 2014, I walked outside for something else and noticed a "red" light on, rather than a "green" light.  I brought this to the attention of the  installers/servicing-CDS Electric - who arrived on 5/19/14. Replaced airbox as choke was sticking.  I brought it to the attention fo Generac, who paid for the part and service in July, 2014.  Now, at service in March 2015, CDS says I need another part - cylinder head kit which will cost $185/- + $95/- for labor. ] This constant replacement of parts does not sound right - does it??
Regards,
[redacted]

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

I am not satisfied that the problem has been fixed. Yes, they came out and replaced the part, for the 2nd time and yes, [redacted] came out and tested the generator by turning the power off and the generator did come on as it was suppose to. However, it has worked properly 2 times since we've had it, over a year now, and the other times, about half a dozen, it has failed to preform as it was suppose to and we have been without power for HOURS due to this piece of crap. I will NOT be satisfied until I have a brand new generator with warranty. [redacted] and [redacted] have promised me it is still warrantied, but I have yet to have ANYTHING in writing, AS PROMISED.

Hello,Generac Power Systems has been in contact with the consumer and advised him that he has been out of warranty since 2009. As he has been out of warranty for quite a few years (8), Generac Power Systems will be unable to participate in his requests.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.
Generac has stated that we need to contact Generac customer support.  We did this already and were told that this recall as stated on the letter was VOLUNTARY and there was nothing they could do.  Since the filing of this Revdex.com complaint, Generac actually contacted us in an attempt to refund us the $80.00 we had to pay for the inspection.  Generac would like to stress that this concern is seen when this part is exposed to a combination of high humidity, and obstacles such as sprinklers, pools, gutters near the unit in a way that water enters the air intake side of the generator.  However, they are continuously selling these generators in South Louisiana where humidity is high.  This concern should have been stressed by the seller to the buyer before a sell of $10k was done.  Now that Generac and the distributor has received my $10k, I am being notified of humidity issues when this should have been stated before the purchase.  Contacting customer service will not resolve this as they have already told me there is nothing they can do.My generator has been inspected but the inspection company could not tell me the results because they had to send it to Generac first.This seems very suspicious to me.  Seems like Generac has more to hide than what they are stating regarding transparency. Generac now needs to reach out to me to resolve these issues as I have already called their useless customer service dept.  This needs to be escalated to management.When I agreed to take the survey after speaking with customer service, and telling them THANKS FOR NO HELP, I was hung up on and did not get to take the survey.The survey would have received POOR results.   
Regards,
[redacted]

Hello,Generac has followed up with this consumer and explained that the installation of this product is the responsibility of the consumer, and that the responsibility of the manufacture is to warranty any manufacturing defects.We have emailed this consumer a link to our website that will pull up a...

list of all of the independent dealers within a 200 mile radius that are able to either install/service/sell, our products. The consumer is also welcome to use their own electrician/ plumber so long as the installation is up to both state and local code and the manufacturer's requirements.Regards,Generac Power Systems.