Generac Power Systems, Inc.

Good Afternoon,      We have been in contact with the end user and the independent dealer, and have obtained the documentation that we requested when the original warranty claim was filed. The independent dealer has been issued warranty payment from Generac Power Systems,...

Inc. and will be reimbursing the end user Thank you,Generac Power Systems

Generac Power Systems would like to thank Mr. [redacted] for contacting us regarding the problems he has experienced with the purchase of a Generac home standby generator.  We take these complaints seriously and have previously sent this to our customer service department for resolution.
The...

Generac Power Systems customer service department has agreed to replace the generator for Mr. [redacted] and are currently working to make those arrangements with an authorized Generac service provider.  We hope that this resolution meets the approval of Mr. [redacted] and will work as quickly as possible to make the swap out happen.
Once again, we apologize for any problems that Mr. [redacted] has experienced with the purchase of his Generac home standby generator.
Regards,
Generac Power Systems

Hello, As previously stated, we have reviewed the following information:This unit was over one year outside of the warranty coverage when the failure occurred.The reimbursement of the repair is being requested 6 months after the repair was made, and 2 years after the warranty expired.Generac has in good faith previously offered an out of warranty concession to these consumers for a previous, unrelated repair. Again, after reviewing the above facts, Generac will not be able to participate in this request.Regards,Generac Power Systems.

Good Afternoon,   We have contacted another Generac Authorized servicing dealer to come take a look at Mr. [redacted]'s generator. They were scheduled to go out this afternoon on 6/2/2015. 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 will consider the matter closed, assuming the delivery reaches me with the correct parts.  Thank you for your help, as this is what resulted in resolution.
Regards,
[redacted]

Good Afternoon, The brush assembly is a wear item, and with over 1000 hours of use Generac would not classify this issue as a manufacturing defect. At this time, our position remains the same that Generac will not be able to offer an outside of warranty concession.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]On the contrary, I have been contacted by the service dealer (Jay at Northwest Power Systems) and am waiting for him to let me know when he has the parts to effect the repair. It seems that just about every working part on this generator has failed. There is absolutely no reason for me to believe that this generator will ever work properly. Generac's solutions for this issue will NEVER be satisfactory because my family has suffered through weeks of hardship, financial and otherwise. As such, they owe me a lot more than the repairs. Moreover, their past efforts to repair the generator have failed and appear to be incompetent. After all, who spends an inordinate amount of money sending a home office technician into the field to fix something and then doesn't get it done. I would bet that Generac has now spent more money getting nothing done than a refund would have cost them. Finally, because I don't have the $7000 that it would take to get rid of this unit and replace it with something that actually runs, I have no choice but to allow their efforts to continue, at least temporarily. Also, I was promised delivery of an additional portable generator by customer service. I havn't seen one yet.

Generac Power Systems would like to thank Mr. [redacted] for contacting us regarding the problems he has experienced with his purchase of a Generac Power Systems generator.  The Generac Power Systems customer service department has been notified that the replacement generator will be shipping...

on Tuesday, October 7th.
We apologize for any delay in getting the replacement generator shipped to Mr. [redacted].
Regards,
Generac Power Systems

Good Afternoon,   We have been in contact with Mr. [redacted] and have offered to pay for a dealer to pick up his power washer. Although a pick up service is not normally covered under warranty, we have offered this as a concession. Once the dealer is able to diagnose the issue we can work...

towards resolving the issue with the product as soon as possible. Thank you,Generac Power Systems

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

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.  I have/had provided detailed emails in addition to the name of the company currently servicing the generator as a secondary resource supporting my complaint.  I am very disappointed with Generac's response and unwillingness to provide customer satisfaction and support and I hope this can be resolved appropriately.
Regards,
[redacted]

Good Afternoon,      Generac has been in direct contact with this customer and we have offered a concession. The customer had indicated to us that he was satisfied with this resolution. Thank you,Generac Power Systems

Good Afternoon,     We have been in direct contact with the customer regarding his generator. We have made several phone calls to the authorized dealer the customer has been working with, however, have not recieved a return call. Generac is asking another service dealer to go on...

site and perform diagnostics. This has been relayed to the customer and he has agreed to this.Thank you,Generac Power Systems

Good Afternoon,      Generac has explained in prior correspondence with this customer that if the generator is in any portion of the warranty (whether labor and parts is covered or only parts) an authorized dealer must be completing the repairs. We have attached the warranty statement that provides these details as well. Generac will, at it's option, repair or replace any parts which upon examination, inspection and testing by Generac or an authorized/certified Generac service dealer, is found to be defective. Thank you,Generac Power Systems

Good Afternoon,      Under the terms of the applicable warranty, the unit was covered by warranty for two years from the date of sale. This would make the generator several years outside of warranty. Furthermore, Generac does not have records of ever being contacted by the customer regarding an issue while in the warranty timeframe. There are no facts showing that this generator was defective in material or design at the time it left Generac's control. There have been several discussions regarding this customers request, and this time Generac is unable to participate in an out of warranty concession. Thank you,Generac Power Systems

Good Morning,      Generac has been in direct contact with this customer, we have agreed to return the last 6kw ecogen that was installed on his property to Generac. In turn, we will reimburse his original purchase price for the 6kw generator. The paperwork is...

currently in process to have this completed.Thank you,Generac Power Systems

Generac said that they have no documentation of my having an issue during the warranty period. Of course they don't because we did not lose power during thethe warranty period. The power outage occurred 43 days beyond the 2 year warranty period and in all probability the unit would have failed if the power outage hadoccurred earlier. Generac said they would not be able to offer a concession even though I have invested over $4500 which includes $1800 for the generator and I have yet to receive any benefits. This unit has been inspected by two Generac installers as well as a licensed electrician and they were all unable to find the reason why the unit would not provide electricity. In previous communications with Generac customer service, they implied that a concession would be possible if they had a "diagnosis". I recontacted the second Generac installer and he has quoted $1500 to "repair" the unit assuming he figures out what is wrong! At this point it makes no sense to spend $1500 on a unit that will have no warranty and has never worked to begin with. I have read many similar complaints on the Revdex.com website as well as other websites and I do not understand Generac's position now that they cannot offer a concession when they implied earlier they could and units now have a 3 year or even 5 year warranty! Despite my reservations as to the quality of these units overall, in my case a replacement generator makes the most sense and would be the cost effective approach considering I do not require a transfer switch or WHIPS if I purchase another Generac generator but I believe Generac should provide significant assistance in this regard.

[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,   After an authorized dealer went on site recently, it was brought to our attention that the issues Mr. [redacted] was experiencing was due to installation issues. Installation issues are not covered under the warranty, however, we encourage Mr. [redacted] to work with his...

installer to resolve these issues. Thank you,Generac Power Systems

It has taken Generac 6 months to get to the point we told them at the outset, to replace the unit. Their customer service is most unresponsive, never returning phone calls. When they do actually answer the phone, they are full of promises which are never met.