Generac Power Systems, Inc.

[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 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

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 11912542, 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,
Richard Schwarz: It is amazing that Generac told Saturn Electric to have me pay for a new fuel regular and my problem would be go away which after I payed $207 dollars that is what happened. The factory knew what the problem was which is why I said this is not a warranty problem it is a recall problem. Saturn said my generators works so I paid the money Generac is happy they got money out of me instead of them paying me, and maybe this weekend I will try the unit and see if it works. I thank you for your work hopefully this ends.

Good Afternoon,     Generac has reached out to this customer and we have explained that his purchase did not qualify for the promotional warranty. He purchased his product outside of the timeframe limitations as stated in our promotion.Thank you,Generac Power Systems

Generac Power Systems would like to apologize for the problems that Mr. [redacted] is experiencing with his purchase of a Generac Power Systems generator.  The customer service department for Generac Power Systems is in contact with the service provider and are pulling together the service...

records for the generator in question.  If Mr. [redacted] would like to provide any service / maintenance records that information would be appreciated as well.
This information can be provided directly to our customer service department who can be reached at 1-888-GENERAC under case number [redacted] or via the Revdex.com under this complaint. 
We look forward to providing a more detailed response to this complaint once we have all of the service / maintenance records for this Generac Power Systems generator.
Regards,
Generac Power Systems

Hello,We spoke with the consumer this morning, and he indicated that he misread the information and did withdraw his complaint from the Revdex.com. He said he received a follow up email from our company, and did purchase the extended warranty. Regards,Generac Power Systems.

Good Afternoon, Thank you for providing Mr. [redacted]'s current concerns. At this time, we remain with our response dated on the 29th. Please see below for reference:Generac Power Systems would like to thank Mr. [redacted] for providing is input on our response to his complaint. The complaint filed by Mr. [redacted] has been reviewed by our management team which resulted in our response to the complaint via the letter that has previously been provided. If Mr. [redacted] would like to review those findings or if he feels that all of his concerns were not addressed we would encourage him to contact our customer service department at [redacted] as that is the proper channel have those conversations.Regards,Generac Power Systems Thank you,[redacted]

Good Morning,      As a one time goodwill concession, Generac has agreed to reimburse the customer for the work his electrician completed. Generac will be contacting the customer to discuss how he will recieve this reimbursement.Thank you,Generac Power Systems

“Generac has made the decision to reimburse the customer in full for 149.91. We will be contacting the customer today to discuss the paperwork that needs to be completed in order to reimburse him directly

Hello,We have reviewed the pictures provided by the consumer. Unfortunately this does not change our position. This unit is still 8 years outside of the manufacturer's warranty, and as explained previously by supervisors and the lead of our resolution department.Generac has and will continue to back our product, however 8 years is too far for us to be able to participate in assistance.Regards,Generac Power Systems.

Good Afternoon,      We have spoken with the customer over the phone this afternoon to also explain what next steps Generac would like to take. We have authorized labor and travel time for an authorized dealer to make proper repairs to the generator. Parts are currently on order and the resolution department is working on getting them expedited out to the service dealer. The customer can certainly reach out to us directly in the meantime with any questions or concerns.Regards,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 received the pressure washer in question this evening, September 18, 2017, 12 weeks after the unit "should" have arrived, and an additional 7 weeks after it was discovered that the original unit was delivered erroneously in Ohio.  Additionally, Generac stated in their response to my complaint that I was updated and kept aware of the events leading up to the shipment of the unit, and that is completely false (I have ALL emails sent AND received pertaining to this issue).  If I had, in fact, been kept in the loop of communication, I would not have had to file the complaint with the Revdex.com.Generac has fulfilled their rebate offer to me, so, begrudgingly, 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.
I've included pics of the "durable powder coated steel".  These frames are defective and failing.   I refuse to accept the company's response that they are unwilling to stand behind their product.  I have given them the repeated opportunity to do what is right here and offer a reasonable concession.  I am demanding a concession toward the purchase of new frames.
Regards,
[redacted]

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

Good Afternoon,      Generac has attempted to reach the customer twice on 10/23/15 to obtain further information regarding her installation. Generac is hoping to obtain photos of the generator installation standing 5, and 10 ft away from the generator.Thank you,Generac...

Power Systems

Good Afternoon,       The customer had been in direct contact with Generac in regards to his request for out of warranty assistance. Generac has offered to cover the recent starter replacement as a goodwill concession 3.5 years outside of the warranty timeframe. At...

this time, this is the only concession Generac is able to offer this far outside of the warranty originally sold with the product. Thank you, Generac Power Systems

Hello,Unfortunately Generac Power Systems, would not be able to assist a consumer who is attempting to replace a Generac part with another brand of part. The reason being is that as we have not tested other branded parts with our products, we would have no way of knowing if there could be something...

that would cause damage to the unit. As such, it is our policy to not assist with the alteration/modification or use of non-Generac parts in any of our products.Regards, Generac Power Systems.

Good Afternoon,      Generac has been in direct contact with this consumer and she has agreed to allow us to send out an independent authorized dealer to diagnose the issue with her generator. Once this is complete, Generac can continue to work with this customer...

to come to a final resolution. Thank you,Generac Power Systems

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 11933731, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
Thank you for your response.As mentioned earlier then we are at a loss to understand Generac's reluctance to take action once the original installation has proven to violate your own installation requirements, as well as, state codes (Texas Department of Licensing and Regulations is now looking in to this aspect).ALL disputed costs involved could have been avoided has your authorized and recommended dealer followed your instructions and subsequent promises to us/you. The fact that you refuse to impose on them to rectify this situation, when it's now documented that they didn't follow your nor state codes, underscore Generac's total disregard for customer satisfaction.
Regards,
Lars K[redacted]

Good Afternoon,      We do apologize for the issue this customer has experienced with their Generac product. We have confirmed that the parts shipped from the factory as of 08/24/2015. We will make sure to follow up accordingly with the authorized dealer so repairs can be...

completed in a timely manner. We will also notify the customer directly when her product is ready to be picked up from the authorized service dealer. Thank you,Generac Power Systems