Generac Power Systems, Inc.

Generac Power Systems would like to thank Mr. [redacted] for commenting on our response to his complaint.
As we had indicated in our earlier response, our technical service staff is available to our authorized service provider should they need any technical assistance with the generators that we manufacture. 
We have previously responded to the initial complaint and we apologize for not being able to provide Mr. [redacted] with his desired response.
Regards,
Generac Power Systems

Good Afternoon,      According to our records, the customer did not meet the qualifications of the extended warranty promotion. We have attached the flyer that indicates the requirements to be eligible. Should we receive information indicating the customer does meet the requirements we remain happy to reconsider our position. 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]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.The above is copied directly from their response, I do the regular maintenance (change oil and filters as needed). Again I state that if Generac requires that an independent dealer should do the inspection then Generac should pay for all inspections or refund the ENTIRE amount of purchase of this generator!Sincerely, [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.  It is great to see that Generac stands behind their products.
Regards,
[redacted]

I have heard from GENERAC. (case#5087826) They sent me a refund check for the $80.00 inspection fee as a one time concession.However, I still have no idea if my generator had a problem or not as they never communicated this with me.GENERAC also sent me another correspondence letter that my generator needs to be inspected each year for this same problem.If I need to have my generator inspected each year due to a part that is not compatible with South Louisiana weather, then:a.  Generac and Generac dealers should be FULLY responsible for this inspection fee each yearand/orb.  Generac and Generac dealers should NOT be allowed to sell these generator in South Louisiana because this was in no way communicated when the $10k generator was purchased that the generator cannot with-stand humidity or salt water.I am NOT satisfied with the company's efforts to resolve this matter!!GENERAC is trying to pass off all of their failed parts and expenses off to me when this situation should have been explained to me BEFORE      I spent $10,000.00.

[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]

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 have called genrac on several  OK Asians left messages for Times never have received a call back  thank you [redacted]

Good Morning,   We do apologize that Mrs. [redacted] is experiencing issues with her generator. An authorized servicing dealer has been on site to diagnose the issue at hand, and at this time Generac does feel this is an issue that can be resolved by a repair. Attached is the warranty...

statement which outlines that Generac will repair the generator if there is a manufacturing defect found within the warranty timeframe. As a concession, Generac has also offered to re-start the warranty from the date of full operation.Thank you,Generac Power Systems

Good Afternoon,      Generac has been informed that this generator was installed sometime in 2011, based upon this information the customer would be over 3 years outside of the warranty timeframe. Generac does not have any records of this customer experiencing issues...

while in warranty. To clarify, Generac does not have any recalls on this customers product. For these reasons, Generac is unable to participate in any out of warranty concessions. Thank you,Generac Power Systems

Good Afternoon,      Generac has reached out to this consumer directly to explain that the issue he has experienced is not a warrantable issue. It is explained in the consumers warranty statement that failure due to rodent or insect infestation is not a manufacturing...

defect and therefore not covered under warranty. Thank you,Generac Power Systems

Generac Power Systems would like to thank [redacted] for commenting our previous response to her complaint and we would encourage her to contact our customer service department if they for some reason the generator does not operate as designed.  We are confident in the repairs performed by our authorized service provider but also understand the concerns expressed by [redacted].
We will leave the decision to the Revdex.com if they would like to leave the original complaint open.
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 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] I am in agreeance with them coming out to re assess generator  one of there recommended and authorized repair people has already came out and diag. the issue as a defective control panel in generator needed to to be replaced there was no error in install I followed there recommendations so yes they can come and fix it and I am aware of no warranty afterwards

Generac Power Systems would like to thank Mr. [redacted] for contacting us regarding the problems he has experienced with the purchase of his Generac Power Systems power washer.  This complaint has been shared with our customer service department who has informed us that the non-warranty bill that...

Mr. [redacted] received is being reimbursed to him as a customer concession.
We apologize for any problems that Mr. [redacted] has experienced and if he has any further questions our customer service department can be reached by calling 1-888-GENERAC.
Regards,
Generac Power Systems

Good Afternoon,      Generac has reached out to both the customer and the independent dealer. The dealer has informed us that repairs have been made and the generator is functioning as designed. They also transferred utility power to ensure the product was working correctly. Thank you,Generac Power Systems

my 16kw generac standby generator with less than 200 hrs run time stator cracked and shorted the rotor to ground.yes out of warranty the cost to repair is more than half the cost of a new one ,no way this should have happened ,many others have had the same issue !!

Review: I purchased a Generac Generator on August 21, 2013. This generator was installed August 31, 2013 and did not function properly. What is the generator problem? The motor starts and begins to run for a few seconds at idol speed, then the motor accelerates to it's highest speed and continues this way until the machine autoshut down occurs. Error code 1200 overspeed is what the generator displayed. Next, a charger warning was displayed on the computer panel. I contacted Generac who referred me to a service company. The service company C+D generator was unhelpful, so I contacted [redacted] worked on the generator several times over the months to follow, ordered parts, changed parts and worked on the motor. Once the part took 6 weeks to come in. On December 4, 2013, we were instructed by Generac that our gas meter had to be changed or they would do nothing to further help us. The gas company changed the meter the next day and the generator tested properly once since we had it. Sadly the problem returned again the following week with error code 1200 overspeed. During this time we filled out an incident report form and faxed it to Generac as they requested. We never received a reply. Finally, on January 17, 2014 I scanned and emailed the report to [redacted] said she will personally route the form to the proper person. Today, January 21, 2014, our gas company came to our home again to test the gas line and the pressure was tested at the generator connection. Once more, [redacted] found that the line has proper pressure. I still did not receive a reply from Generac. [redacted] is scheduled to return to check the generator again tomorrow.Desired Settlement: To replace and to have a functioning generator for which we paid. Extended warranty for the time out of service. These things done in a timely manner considering the inappropriate time we have waited for a resolution of this problem.

Consumer

Response:

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.

Although we believe that unfair customer treatment occurred, Generac has responded to our request for help with our newly purchase non functioning on generator six months ago. Thanks to your involvement a reply to our problem finally is taking place. We hope to have our generator in working order as parts are on order. The generator is still not functioning, but attention to the matter is in motion. Based on our experience and handling of problem we would not recommend this company to anyone. It is sad we had to contact you to receive a reply from Generac.

Review: I purchased the Genshed Generator shelter GS7500 on 11/09/2011 in the event of a power outage I would be able to have power supplied to my parents who are ** and ** years old. and rely soley on their oxygen concentrator machine and my mom also has a cpap machine she must sleep with that is run by electric.This product was used 1 time during Hurricane Sandy. when day break came I went to shut down the generator to my surprise the back of the shelter which houses the exhaust hose which was properly installed as per their instruction booklet was melted causing the shed to have been terribly damaged.I had called the company numerous times to try and have the shed repaired but was told the product was discontinued they no longer carried replacement parts. from what I was led to believe I am not the first customer to have had this happen to. I am seeking full reimbursement for this product so that I can replace this Generator shed with a reliable and reputable product in the event of a power outage.

Product_Or_Service: NO

Order_Number: W108909

Account_Number: H-10110581Desired Settlement: DesiredSettlementID: Refund

I paid 975.00 for this item which has caused me nothing but headaches.

Business

Response:

Generac Power Systems would like to thank [redacted] for contacting us some problems she is having with a purchase of a Genshed Generator shelter GS7500. The Generac Power Systems customer service department has attempted to contact [redacted] by phone but have been unable to make contact with her.

The Generac Power Systems customer service department can be reached by calling 1-888-GENERAC or by calling direct at ###-###-#### and extension [redacted] will get [redacted] directly to our team member who has been assigned to this complaint.

Regards,

Generac Power Systems

Business

Response:

The Generac Power Systems customer service department has been in contact with [redacted] on 2/18/14 and they have discussed this complaint regarding a product that was not manufactured by Generac Power Systems.

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 GenTran generator switch (ATS 1001D) in summer of 2011 for a house that I was building. I was assured that the GenTran switch would work with a Generac generator and was provided the diagram as to how to connect it. I was unable to afford to purchase the generator at that time but had the electrician install the switch and wiring for future use. In March of this year I bought a Generac 20W generator from my local Lowes store. I hired a local electrician (installs and maintains generators for Government and Emergency Services) to complete the install. It will not work. Apparently GenTran was purchased by Generac and they no longer provide support or parts for my switch! This switch is less than 3 years old and I feel that Generac should have a moral and legal responsibility to provide support and parts. My electrician has sent multiple emails without success. The basic reply is we no longer have parts or service. No parts or engineering help is reportedly available. It is unacceptable for a company to not be accountable for a company that they purchased. I bought Generac based on their reputation. I certainly have buyers remorse.Desired Settlement: Generac should assist in providing technical support and/or parts to make my current switch work. If not, they should provide me with a similar switch that will work.

Business

Response:

Generac Power Systems would like to thank Mr. [redacted] for contacting us regarding the problems he is experiencing with the purchase of his 20kw home standby generator and this GenTran manual transfer switch.

The Generac Power Systems customer service department has been in contact with Mr. [redacted] and unfortunatley the manual transfer switch the was purchased from GenTran in the summer of 2011 is not compatible with our 20kw automatic home standby. The GenTran line of transfer switches were designed to be used in conjunction with a portable generator and not a permantely installed automatic home standby generator. We apologize for any problems that Mr. [redacted] has experienced and would recommend that he contact an authorized Generac sales & service dealer to assist him in determining what the appropriate transfer switch would be for his application.

If Mr. [redacted] has any further questions he may certainly contact our customer service department at 1-888-GENERAC.

Regards,

Generac Power Systems

Business

Response:

Good Afternoon,

We have been able to identify the indivdual listed below that may have part needed for your repair.

[redacted] ###-###-####

Regards,

Generac Power Systems

Consumer

Response:

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

My electrician has been in contact with the person they indicated was potential source for the part and information that I needed. He was extremely helpful and friendly. I feel sure that I can now get my transfer switch working properly.

Review: Defective generator that does not work most of the time. When the generator was still under warranty, the service technician has said that the controller is defective and need to be replaced but the repairs were dragged out until the warranty period ran out. I have called Generac seven times. They always say "we will get back to you and will ship the controller". But they never did.Desired Settlement: I would like Generac to replace the controller/generator and pay for the labor cost of replacing the controller/generator.

Business

Response:

Generac Power Systems would like to thank [redacted] for contacting us regarding the problems that have been experienced with the purchase of a Generac Power Systems generator. The Generac Power Systems customer service department has been in contact with both [redacted] and the servicing dealer.

The warranty on the product has expired, however Generac has worked with our service provider and we will be covering the part and the labor as an out of warranty concession. We believe that this action is reasonable and should resolve the complaint.

Regards,

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.