Generac Power Systems, Inc.

Review: On the second day of Hurricane Sandy our Generac Generator (model# 45kW, S/N [redacted]) ceased to work. We immediately contacted [redacted]. the authorized dealer for Generac. [redacted] had been maintaining our generator since its installation in 12/2007. Other than the weekly self-start and routine maintenance checks, the generator was never required for an emergency until Sandy. [redacted] suggested that we contact Generac and report the problem since the damage was quite extensive. We subsequently reported our situation to Generac Customer Support (Ms. [redacted]) and a case# [redacted] was assigned to us. I advised Ms. [redacted] that their authorized sales/service dealer informed us that the damage appeared to be a defective system and clearly was not usage due to the low number of hours. I requested some assistance in obtaining parts at cost and I would pay for the labor. Despite my efforts, the rejected my request and advised me that they could not help me. I subsequently requested [redacted] to provide a quote for the repair which amounted to $4,000. I approved ordering the parts and was eventually notified (March 2013) by [redacted] that Generac finally responded to them about the parts and the repair would commence on April 2, 2013. While attempting the repair it became apparent to [redacted] technicians that the internal engine damage was more severe and the generator could not be repaired. [redacted] management as well as I reported this matter to Generac complaining about the generator design and failure rate as documented by [redacted] customers. The entire matter was ignored by Generac Customer Service. As a result of this situation [redacted] recommended replacing the Generac Generator with a [redacted] at a price of $25,000.

Generac now offers a 5 year warranty for generators of this type. We made a substantial investment in a generator that self-destructed in less than five years with minimal usage. All of these facts can be confirmed. I believe we are entitled to a replacement generator or a the minimum a warranty repair.

Business

Response:

The Generac Power Systems Customer Service department ([redacted]) has been attempting to contact our dealer [redacted] Equipment and has been unable to speak with anyone and has left several voicemails. We will continue to contact them and once that happens we will be able to provide an additional response to this complaint.

Regards,

Generac Power Systems

Business

Response:

Generac Power Systems has been in communication with Mr. [redacted] and have requested a second opinion from a different service provider regarding his generator. The Generac Power Systems customer service department has been and will continue to be in constant communication with Mr. [redacted] until a resolution is provided for him. We understand that this response is more of a status report and not a resolution to the concerns expressed by Mr. [redacted].

Regards,

Generac Power Systems

Consumer

Response:

I have reviewed the response made by Generac in reference to complaint ID [redacted], and find that Generac is proceeding in good faith. I met with another Generac Service Dealer([redacted]) today (Wednesday, September 25th),and they are assessing the damage and will notify Generac of what needs to be done. I will await their response.

Regards,

Kudos and thanks to the Generac Corporation, [redacted], and [redacted], for their company's commitment and integrity in resolving a problem with our home generator system. They stand behind their products and are quick and dedicated to help their customers. They well deserve their A rating. We could not be more pleased with this company.

Review: I purchased a generator from third party new in crate first 6 months it work great and then it became a night mare .At first Generac was working with Wolverine power systems but when they couldn't fix it they drop the case.We spend over $ 5,000.00 and Genarac will only say you bought from third party will can't help you. We have done everything Genrac ask us to do. This generator is a lemon . Case number is [redacted] . model number [redacted] serial number [redacted]

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 generator. This complaint has been reviewed previously by our Generac Power Systems customer service department and our management team.

The generator in question was sold by Generac Power Systems in 2006 and was purchased some 5 years later by Mr. [redacted] in 2011. The generator was installed and according to the complaint has had fuel related problems and ignition repairs in the past couple of years. The repair notes from the service provider have indicated that the generator when installed did not have the proper size pipe for the gas line and inches of water column, it does appear that was corrrected but does not indicate how.

Generac Power Systems has previously shared with Mr. [redacted] that we are not able to replace a generator that was purchased from Generac Power Systems approximately 8 years ago and was sold as is to him by a third party who had possesion of the generator for 5 years prior.

We would encourage Mr. [redacted] to follow all installation and service work recommendations from the authorized Generac service provider in an effort to get the generator operating properly. The Generac Power Systems technical support department has been in contact with the authorized service provider and will continue to offer their assistance to that service provider if needed.

Once again, we apologize for the problems that Mr. [redacted] has experienced but we are unable to provide him with his desired settlement.

Regards,

Generac Power Systems

Business

Response:

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

Consumer

Response:

Please note Generac has made no afford to get this resolved They are very good at giving lot of lip but no resounds no mater how they want to spin this They don't want admit they have a build generator thats a lemon... [redacted]

Review: I purchased a generator and took delivery of it on Dec.5,2012. It was run once a week as per their owner's manual. Once it hit 35 hours the generator will not hold any load. We called Generac and asked for the nearest dealer and was given [redacted] ###-###-####. They had it for 5 weeks and when I called them I was told they never looked at it, they weren't going to fix it because we didn't buy it from them and they were just going to roll it outside! We called Generac and filed a complaint and was given another dealer in town, [redacted] ###-###-####. [redacted]'s has been in contact with Generac for 4 weeks now and still haven't found the problem! The generator only has 35 hrs on it and it shouldn't take 9+ weeks to get it back! Generac has never gotten back to us about L&R and the horrible way we were treated and [redacted]'s has to keep waiting on Generac's engineers to fix this! We bought this product because when the power goes out we are one of the last to get back on. I work for CL&P as a lineman and with all the storms we've had the Governor is on the companies back and we are held to strict times to get people's power back and expect the same from Generac! Their warranty says I should have it back in a reasonable amount of time not to exceed 30 days, it's been 9 weeks! I want something done now PLEASE!! My next step is to go to our state's atty. Storm season is here and we need this back NOW!!! I hope you don't handle things like Generac does! Thank you!!Desired Settlement: We want Generac to honor their warranty and get our generator fixed and back or refund our money so we can purchase a different brand!

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 Power Systems portable generator. The Generac Power Systems customer service department has been in contact with Mr. [redacted] and are making arrangements to have the generator replaced instead of having it repaired. They can be reached by calling 1-888-GENERAC if Mr. [redacted] has any additional questions regarding his replacement generator.

Once again we apologize for the problems Mr. [redacted] has experienced and we look forward to providing him with a new and functional generator.

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 will not fully accept this until I receive my new generator which has not come yet! Until that happens I want this complaint kept open! Thank you!

Regards,

Review: Most of service dealer in [redacted] ( generac certified services) they are not accept warranty work . They are about 12 locations that generac post in their web site. I try to call generac customer service many times to help me but nothing. Only one Western Mower in Poway accepted on September 20th-2013( after I call Generac) but They try to get away because They told Generac my generator is dirty and low compression due of lack of maintenance, The main issue I point out my generator do not have spark ( something wrong with coil or switch) It is not related to maintenance . I request to fix my generator at least my generator have spark ,but service center ( western mower and generac refuse )Desired Settlement: Up date information about service center in [redacted]( Most of them don't honor warantty service)

Fix my generator at least have spark( Right now my generator don't have spark)

Business

Response:

Generac Power Systems would like to thank [redacted] for contacting us and we apologize for any problems related to the Generac generator.

The Generac Power Systems customer service department has been in contact with both [redacted] and the authorized service provider in the area regarding the problems with the generator. The diagnostics performed have been reviewed by our technical service department and the failure of the generator appears to be a result of the generator not being properly maintained.

Generac Power Systems, given the findings of the authorized service provider and confirmation from our technical service department, will be unable to offer any assistance with the repairs to the generator. We encourage [redacted] to contact the service provider to discuss what options are available regarding the generator.

Regards,

Generac Power Systems

Consumer

Response:

Review: I contacted the company cust service group to arrange a return of unopened product and was advised no refund, all sales are final. I reviewed the shipping slip and the web site and finally the confirmation email and did not find this statement to be noted. I spoke with the customer associate Frank, who gave the # to Corporate Offices. I spoke with some one who sent me to her supervisor, [redacted], who said she would refer this to Hannah, her boss, to handle this problem , but she would have to call me back. I have yet to receive this call back. I have repeated to all above the product has not been opened, it is under the 30 days. I just want to return the product and get a refund for the monies spent.Desired Settlement: Return of unused product and get a refund.

Business

Response:

Generac Power Systems would like to thank [redacted] for contacting us regarding the problems she has experienced with the purchase of Generac Power Systems power washer. The Revdex.com complaint was sent to our customer service department who has been in touch with [redacted] and have agreed to refund her money upon the return of the product.

Once again we apologize for any problems that [redacted] has experienced and any further questions can be directed towards our customer service department by calling [redacted] and this complaint is listed under case number [redacted].

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 model [redacted] generator serial [redacted] that was installed in my home on 10/10/12. The generator has a two year warranty. The controller on the generator gains about ten minutes of time every three or four months. I requested warranty service to get the controller replaced. I was refused service by Generac and was given the explanation that the probelm was caused by power line frequency fluctuation and not the generac controller. No service technician was sent to my location to verify their claim. Furthermore, other Generac generator owners in my area are not experiencing the time gain problem and all other electric clocks in my home keep perfect time. Therefore I do not buy Gererac's excuse to refuse to fix my generator problem.Desired Settlement: Generac should replace the controller on my generator under warranty.

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 Power Systems home standby generator. The Generac Power Systems customer service department has been in contact with Mr. [redacted] and have informed him that the controller on the generator will be replaced under the factory warranty.

If Mr. [redacted] has any additional questions or concerns the Generac Power Systems customer service department can be reached 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 needed information about a product sold by this company and was refused any usable data; without this information I cannot use the product. Money and time lost due to failure of this company to provide service information.Desired Settlement: I would like and email with the information I need or a replacement unit.

Business

Response:

Generac Power Systems has contacted Mr. [redacted] and have discovered that the product in question is not a Generac Power Systems piece of equipment and we have provided him with the contact number for the appropriate manufacturer.Regards,Generac Power Systems

Review: In November of 2009, I purchased a Generac, Generator for my home. I live out where if you lose power, it can take days to get back. I spent an initial $6600 on this generator, purchasing an extended warranty for 5 yrs, 4 years part and labor and one year parts only for $495. I also spent $1475.00 for 5 yrs of yearly maintenance inspections. I also spent $297 for a whole house surge suppressor. Then $892 for 60 amp sub panel to be installed. Since Nov 2009, my generator has worked only 2 times out of the approximately 5 or 6 times I have needed it. I only had it a couple of months, and they had to put a new starter on it. In 2011 I filed a incident report form with Generac stating that the unit had not come on for its weekly test run. In Jan, it was found that moisture got in a rubber diaphragm and air got cold and froze it up. another call made in Sept 2011, the person that came to fix it did not leave information on what was wrong. In Feb. 2013 an extreme cold weather kit was put on the generator as they said it should have had it to keep it from freezing up. IF this is so, why does the generator not come equipped with one, and it cost over $500 to put one of these on. Well, generac gave me the one for 2/2013.However, I have recently had to call again, and the tech that came out said the extreme cold weather kit I had on the generator, was no good. When we called Generac, the kit is only guaranteed for 90 days. I filed another claim, Claim # [redacted]. I left voicemails for the gentleman who is suppose to be handling this in the resolution department, a Mr. [redacted], and have had no response. We now have installed another cold weather kit at the cost of $525 because the weather is suppose to get to windchills of 30 below the next few days, and I bought this piece of equipment to have piece of mind for my children and myself. So far this has not worked out that way. My daughter has been handling this for me, and she is not getting any return calls from generac.Desired Settlement: Refund or replacement with all same warranties starting over.

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 been in contact with [redacted] and have presented her with their resolution to the the problem she has experienced and are currently awaiting her reply. Any future correspondance regarding this matter can be directed to our customer service

We are hopeful that the resolution offered will be satisfactory to [redacted] and we apologize for any problems she has experienced with her purchase of a Generac home standby generator.

Regards,

Generac Power Systesm

Consumer

Response:

There was a [redacted] assigned to our case. He called on Friday, Jan 3, 2014. He sent an email also which read:

Hello [redacted]

My name’s [redacted], and I’m your case manager over here at Generac. I just called and left you a voicemail.

I want to offer to send you a replacement cold weather kit at no cost. From what I’m gauging off the [redacted], the cold weather kit is what failed, correct?

Let me know what I can do to help. Thanks [redacted]!

Resolution Specialist

Generac Power Systems, Inc

Phone: ###-###-####

[redacted]@generac.com

His voicemail said if there was more to talk about to reply to his email with just that. So, I did.I also called him back twice on Friday, waited Monday, called him three times on Tuesday and asked if he was in and was told yes. Called twice on Wed, each time leaving him a message on his VM. When I called and asked for a supervisor in charge, and they put me through to a Hannah, I left her a VM as well, that I had not heard back from [redacted]. He called within 15 min. Said this was his top priority. Asked for my notes on the generator to use to get someone out to look at it, said he never got my email and that he was not in on Monday and Tuesday. Gave me a fax # to send my notes. After two hours of nothing but busy signal at 8 P.M. I called and left him a message for the following day that is wasn't going through, please call my cell phone to verify #. I tried to fax Thursday morning (Jan 16) and same thing. I have left him three messages today and have not heard a word back. For being a top priority, I wonder what his lower priorities get. I am tired of the run around and now I don't want to hand over any notes because who knows how long it will be before he gets back to us. I really don't know where to go from here but am tired of all this run around BS.

I sure hope the Revdex.com can help.

Thank you, [redacted]

Business

Response:

Generac Power Systems has previously responded to this complaint and our customer service department has spoken with [redacted] on 2/3/14 and have left voicemails on 2/5/14 & 2/7/14 to discuss this complaint further. The Generac Power Systems customer service department can be contacted at 1-888-GENERAC and we will continue to try and reach [redacted] in an effort to resolve their complaint.

Regards,

Generac Power Systems

Review: Hello, I am trying to resolve a warranty problem with Generac. I had called in to Generac on Sept. of 2014 for a service code concern, they gave me a outside Service shop to repair the generator. He didnt have time to repair it so he gave me the part # for one of the concerns, the code (under voltage) was there. He told me to turn to off, then manual restart. After 3 tries it started. This should have been noted with Generac for further problems. I called Generac with the part# & told them what the code was & the repair man Recommendations was. This Memorial Day the code (under voltage) came back then didnt restart. Called Generac to set apt. They gave me service # , he came out and fixed the code with a set of brushes. Now its out of warranty as of Nov. 2014. So Generac wont cover it . I would like to see if some one can resolve this ,please. Thank youDesired Settlement: Felt this was a problem under warranty. so it should be covered.

Business

Response:

Good Afternoon, According to our records, Mr. [redacted] had warranty coverage from 11/25/2011-11/25/2014. The first and second year of this warranty was parts and labor coverage, and the third year was parts only. At this time, Generac is willing to cover parts only as a concession. However, Mr. [redacted] would be responsible for any labor invovled to replace necessary parts.Thank you,Generac Power Systems

Review: We had our house built and a Generac 17W, 005040 was installed. It was placed into service Sept. 2008. In Nov. 2010 we had a power failure and the generator would not produce power. A technician come to the house and stated the rotor and stator needed to be replaced. I filed a case with Generac, case # [redacted], to have the repairs done under warranty seeing it was 2 yrs and 2 months old and had only 8 hours of run time which was mainly the weekly test. Generac stated they would only cover the parts not the labor due to it was out of warranty by 2 months. I ended up paying $800 in labor costs to repair the generator. The generator repaired in the technicians shop and placed back into service in June 2011.

In March 2014, 2 1/2 years after the repair was completed the generator stopped generating power. A technician came to the house and found that the rotor and stator was bad again. Again Generac stated they would pay for the parts and I would have to pay for the labor which will be $1,000.

Obviously there is a major defect in my generator that is causing these catastrophic failures. Generac refuses acknowledge this fact or listen to their technicians that state this is not a common occurrence.Desired Settlement: I would like the generator replaced. Generac advertises their generators give you "peace of mind" in the event of a power failure. Not our generator. We never know if it will work or not.

Business

Response:

Generac Power Systems would like to thank Mr. [redacted] for contacting us regarding the problems he has experienced with his purchase of a Generac home standby generator. This complaint has been sent to our customer service department who has been in contact with Mr. [redacted] and is working with an authorized service provider to address the concerns expressed by Mr. [redacted] in this complaint.

If Mr. [redacted] has any additional questions or concerns the Generac Power Systems customer service department can be reached by calling 1-888-GENERAC and a case number of [redacted] has been assigned to this complaint.

Regards,

Generac Power Systems

Review: The generator I purchased from Generac in January of 2013 has stopped operating after only 240 hours use. When I called the company to obtain some warranty service, after talking to two different supervisors and leaving numerous messages, there has been absolutely no response whatsoever. This generator is used to charge my battery bank through an external battery charger. We have now been without electric power for a period of three weeks.Desired Settlement: Warranty repair,replacement,or full refund of purchase price.

Business

Response:

Generac Power Systems has reviewed the provided complaint from Mr. [redacted]. The Generac Customer Service department has contacted Mr. [redacted] and he is submitting to Generac Power Systems pictures of the generator installation which are being sent United States Postal Service. The Generac Power Systems Customer Service department will contact Mr. [redacted] once the information requested is received.

Regards,

Generac Power Systems

Consumer

Response:

Review: I purchased a new 22 KW generator from an authorized Generac dealer in May 2015. The authorized dealer ([redacted]) received shipment of the generator at their shop and then installed it at my home. The generator had a dented top cover and broken side door. My authorized Generac dealer says the dispute is between Generac and the shipper on who damaged the generator. Therefore, it has been over six months with no resolution. I have talked to Generac customer service on three separate occasions both verbally and via live chat. Basically they have told me it is "not their problem". When I asked if I could talk to anyone else at Generac to find out the status of the resolution, the answer has been "no". I have asked both the Generac Authorized Dealer and Generac how this became my problem and get no reply.Desired Settlement: First, Generac customer service should at least pretend to care about a customer who just purchased a $8,000 home generator. Second, Generac should stand behind their Authorized dealers and solve these issues as soon as possible. third, all I want is the cover and side door replaced so I have the new Generator I purchased.

Business

Response:

Good Afternoon, Our resolution department has

reached out to the customer, however he has not returned our message as of yet.

Generac Power Systems, Inc. does test every product for quality control before

it is loaded onto a truck for delivery to ensure that the product is working

and that there is no damage to the unit. Once a product is loaded onto a

truck for delivery Generac has no control over said product, which is why we

refer customers with freight damage to either the independent dealer or the

freight company. Generac is willing as

a one-time goodwill concession to send out both the roof as well as the mainline circuit

breaker assembly (the side panel) at no charge, however, Generac is not able to cover the labor involved to replace these items.Once the customer decides whether or not he would like to proceed with this offer, we ask he contact Generac directly so we can coordinate the shipment of parts.Thank you,Generac Power Systems

Business

Response:

Good Afternoon, Our records indicate these parts were delivered 12/14/15 via UPS. 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. With the following comments: Generac really needs to come up with a plan to make customer service a priority. This issue with Generac's Authorized Dealer installing a damaged generator should have been handled by Generac without me, their customer, having to spend the amount of time I did trying to get the issue resolved with no response from Generac until the Revdex.com got involved.

Regards,

I bought two Generac standby generators and transfer switches (an 8KW and 11KW) due to the company's reputation and recommendations from friends. I was sorely disappointed. The units are shoddily built, there is no sense of quality, everything is flimsy. Non-standard wire colors are used.

When I contact Generac with a question or complaint sometimes they respond and sometimes they don't.

Within just a few months of buying the 11 KW unit Generac discontinued the transfer switch. This would be OK except they no longer stock parts. Just 2 or 3 months after installation and I cannot buy parts or accessories for my transfer switch!

Terribly customer service, low quality products. I will be purchasing my future generators from another company and recommend that you do as well. Generac does not even come close to living up to its reputation.

Review: I purchased a 6kw Ecogen last winter. It had some sort of oil problem and the engine failed with less than 400 hrs on it. After months of negotiations with Generac, I was able to get them to replace the generator with a 15kw Ecogen. I paid the difference in the price between the two units. Now, my new 15kw, with about 500 hrs of run time, has failed. I do not yet know what the problem is, however, that is no surprise because it takes an inordinate time to get a Generac certified technician to respond. Both generators are designed for off grid use. This means that families like mine depend on these generators as their main source of recharging a whole house battery system in the winter time. I fully believe that there is most likely some sort of design or manufacturing defect with theses units. So, if and when a service tech decides to check out the unit, I will make a final decision about my desired resolution. If the 15kw has a minor problem I will accept repair, but only in a timely fashion. In other words, I will not wait 2 weeks, or a month, or longer (which is the usual case with this outfit) for those repairs. If the generator has suffered a serious failure I will be asking for my money back so that I can purchase a generator from a more reliable manufacturer. I know that this is against their policy, however, I don't think, if they force me into it, that I would have much trouble making a products liability claim against them. One of the options I offered Generac when the 6kw failed was for them to just give me my money back and let us part company. That would have been the better move for them because this time I will file an action immediately if they do not agree to do the right thing. This is not about their policy, it is about the little guy out here who loses thousands of dollars at the hands of an incompetent company.Desired Settlement: If my new generator has suffered a serious failure or requires replacement, I will be asking for a refund in full so that we can part company without any further conflict.

Business

Response:

Good Morning, It has been determined by an authorized servicing dealer that the generator needs an engine replacement. Generac has made the decision to repair the generator under the standard warranty that was provided with this product upon purchase. We recognize the urgency to have the customers generator repaired as quickly as possible. Generac is currently working towards expediting the parts order out of our factory and following up with the dealer to ensure this repair is made in a timely manner. Regards,Generac Power Systems

Consumer

Response:

Review: Generac refuses to stand behind their warranty. We have proof that the warranty should cover our generator, but their employees refuse to listen to us or to the engine repair company that we were forced to use. We can not talk with any man agent and they refuse to even listen to our complaint, and refuse to even consider helping us to resolve this claim. The engine repair manager also agreed that they often refuse correctly diagnosed claims. We spent $700 on a generator with a warranty, and when the generator had a manufacturer malfunction, we are out $700 and they fabricate a story of why the warranty doesn't apply to our product.Desired Settlement: They need to replace the generator and treat their customers with respect.

Business

Response:

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

Review: The defective generator has never worked. We have had numerous storms that caused power outages since the purchase of the Generac generator in the Fall of 2007. I have a 5 year old grand-daughter that can't go without heat. My business partner that lives in my home is a r[redacted] that has disabilities. She can't go without heat either. I have a 3 page detailed, accurate accounting of the events, including photos.

**We purchased 2 Generac generators in the Fall of 2007. One was a 16kw STAND-BY and the other was a 60kw STAND-BY. The 16KW generator was installed and has run perfectly since its installation. The 60KW generator was NOT installed until the Fall of 2008. When the 60KW generator was delivered to the site ([redacted]) for installation, the electrician and the Generac authorized installer came out to the site to perform the installation. The generator would not start. The electrician checked every electrical component up to the generator system and the exercise process; he determined that the starting problem was due to the generator itself. After the installation, I had to call [redacted] on numerous occasions to tell him the unit was not working properly. When the installer, [redacted], from [redacted] (an authorized dealer including installation, and repair of Generac) came to check it, he would find hose off and bolts that needed to be tightened, so he called Generac. Generac had the installer run the diagnostic testing on the generator. The generator still would not start. The installer checked the water column on the hose, checked all continuity and timing; the generator still would not start. He was on the phone with Generac troubleshooting throughout the installation process. The installer had to come back several times to replace parts, check the timing, perform diagnostic tests, and the generator still would NOT start automatically. The installer worked manually on the generator till he got it started, and finally got the generator to start. When the generator engine got warm, it would finally turn on automatically, but it would not automatically exercise. Someone had to manually start the generator to get it to exercise it weekly. We went through two winters without the generator working. One storm caused us to be out of power for approximately 5 days. We had to purchase a portable generator to keep the refrigerators and freezers going so as not to lose food. During these two years, the installer would make several visits to the site when he was in the area. [redacted] was forced to learn everything about the inside of the generator, so she could manually exercise the generator. The other reason [redacted] had to learn the working components of the generator was so she could call [redacted] during power outages and have [redacted] walk her through some troubleshooting items to try to get the generator to run. [redacted] (the installer) had talked to Generac multiple times to inform them that this generator was a “lemon” and should have been replaced with a brand new generator during the first installation phase when it would NOT start! Generac would not act on their authorized installer’s recommendation regardless of the many times he had to check to see if this generator ever worked. Over this two year period from the Fall of 2008 till the Fall of 2010, [redacted] talked with the installer a multitude of times. The generator just would not work. [redacted] also called Generac on numerous occasions with [redacted] on the line to ask Generac when they would completely replace the entire unit. By this time [redacted] has physically replaced every part in the generator that could be tested without removing the engine itself. During these two years, while [redacted] was still servicing this generator, he would get the generator running. This gave us a false sense of security that the generator would now work! IT NEVER DID!! During this two year period the generator would ‘backfire’ when the generator did turn on and again when it turned off.

In SEP 2010 while [redacted] was trying to manually exercise the generator, it ‘BLEW UP’ knocking her about 10+ feet backwards with the generator door landing on top of her. She called Generac and they did not respond to this accident, nor did they tell her that they would now fix it. This incident could have been fatal; yet, Generac would not fix the problem.

On 10/5/2010 [redacted] called [redacted] to get assistance since Generac said that the warranty had run out, and it was up to us to fix it. [redacted] told me to check the hoses inside the generator to verify that the hose were attached before I exercised the generator; the backfire issue was blowing the hoses off.

On 10/8/2010 [redacted] talked with a person from Generac named [redacted] told [redacted] at that time that this generator was a “lemon,” and it needed to be replaced by Generac at no cost to the owner.

During all of this time, [redacted] and [redacted] reported the issues to Generac to no avail. Voicemails were left for Generac, and they would not be returned. The same situation occurred with emails.

On 10/20/2010 [redacted] told [redacted] that he was putting replacement parts in a box for the generator repair and discovered that the parts did not match the pictures that [redacted] sent [redacted] via [redacted] of the 60KW damaged generator engine. He asked [redacted] to have [redacted] take a picture of the barcode on the engine of the generator. [redacted] took the pictures and emailed them to [redacted] told [redacted] that the picture of the barcode [redacted] received from [redacted] did not match the standard engine for the 60KW generator engine. [redacted] had to reorder the replacement parts to repair the generator based on the barcode.

[redacted] received a large box containing all of the new replacement parts that he should need to rebuild the generator that had ‘blown up.’ After spending an entire day during storm conditions replacing the new parts, the generator still would not turn on!

[redacted] called Generac to let them know that the replacement parts did not correct the problem of the generator starting. So, Generac got their technical people ([redacted]) on the line with [redacted] (conference call). They asked [redacted] to run a water column test to check to see if the propane pressure was running per Generac’s specifications. It was. Pictures were taken by [redacted] and [redacted] and sent to the Generac technicians to prove that the test results were accurate. The technicians then had [redacted] change out the battery which was not bad. Then, they ran another diagnostic test on the entire generator. The technicians had [redacted] replace other parts to get the generator to run. The generator would not start. So, [redacted] ended up replacing the starter again (FOR THE SECOND TIME). He was then able to get the generator to turn on manually.

In approximately February 2011, the generator came on and ran for about 4 hours and then the fuses started blowing. [redacted] walked [redacted] through replacing the fuses. The power had come back on.

In approximately 11/22/2011, we lost power again. It ran for four hours and then stopped. [redacted] went outside with a flashlight to see if it was just a blown fuse. It was, so she replaced it; however, the fuse blew again. Since it was in the middle of the night, [redacted] did not call [redacted] till the next morning. He said he would be over on 11/28/2011. He checked the generator for over 2 hours and determined that replacing the starter again might help. So, [redacted] replaced the starter (FOR THE THIRD TIME) and the generator started. After this, the generator would exercise sporadically over the next 18 months. Yet, [redacted] was still checking on the generator during these 18 months because it was not consistent. We had no way of knowing it if would function during a power outage.

On 6/20/2013, the generator actually exercises on its own. Halfway through the cycle, the generator started making loud, banging sounds within the generator. [redacted] ran to generator doors to try to turn the generator off **and the turn the propane off. The entire front of the generator (parts) blew off the face of the engine when [redacted] opened the doors of the generator (water pump, belts, ). [redacted] called Generac the next day (6/21/2013). They gave [redacted] a case # [redacted]; after realizing this generator had been reported before and given a case number then, they change case # [redacted] back to case#[redacted] was told that they did not keep the original pictures for the first explosion; therefore, Generac told [redacted] that she had to fill out a new incident report with pictures of the generator form 3’, 5’, and 10.’ Generac also required original installation photos to ensure that the installation had been done properly—they asked for all of this data despite Generac having been on the phone with their authorized installer when the generator would not start on day one.

[redacted] took pictures. After she emailed them to Generac, she was told that the incident report and the pictures had to be assigned to a resolution person.

On 6/25/2013 [redacted] called [redacted]. He came out to the site on 6/25/2013. He took pictures and a movie of the generator. He has (in the past) replaced every component of this generator, including the starter 3 times, fuses many times, computer board etc. [redacted] suggested to [redacted] to call Jenny Tobias at Generac; [redacted] called twice and left messages. Jenny did not return [redacted]’s calls.

[redacted] started calling back to the original cus[redacted]er service number at Generac. [redacted] sent in all of the photos that they had requested. [redacted] started making phone calls to the original person that worked on my complaint ([redacted]). I assumed that [redacted] wrote in the claim notes that it looked like an installation problem. I called [redacted] 3 times in one day trying to reach her. I left messages each time. On the last call, I was informed that it was past her work hours and she had gone home. I asked to talk to a supervisor, and I was told that they did not have supervisors available. [redacted], another of the customer service assistants, told me on one of my calls to [redacted] that it looked like an installation problem to her too. You are going to have to talk to [redacted].

On 10/10/2013 I called [redacted] again since bad weather was in the forecast. I got [redacted]’s voicemail—it was 10 days from the time of my last call. After leaving a voicemail, I waited for another person to answer the call. [redacted] finally answered. [redacted] listened to my complaint, looked at the incident record, and said [redacted].

On 10/10/2013 Generac called [redacted] and asked for all of his photos of the engine of the generator when it had blown up—this was a second request.

On 10/10/2013 [redacted] called me. She said that the technician was off, she had talked to [redacted], and she would continue to talk to the directors, technicians, and [redacted] said that [redacted] will eventually have to take over this case number. THIS WAS NOT OUR PROBLEM. We had continuously called [redacted] and left messages. She failed to return any of them.

Generac is saying that they have lost all documents, photos, and information provided to them from the first report of this generator not working. It was still under warranty at this time—rather convenient. Now that it has blown up again (as the attached pictures will show), Generac says they cannot find any previous documentation and the generator is no longer under warranty. If they would have replaced the generator the first time it blew up (under the lemon law), they would have not been out any money and I would have a working generator.

From October 11-16, 2013, I was calling [redacted] requesting the status and having to leave voicemails. She never returned any of my messages. On the 17th, [redacted] called me at 2:40 PM. She explained that Generac would not replace the unit because it was out of warranty. She offered to send out a Generac Dealer to inspect the generator for possible repairs. I was NOT satisfied with her suggestions (because I was doing their jobs of calling service technicians and taking pictures), so I hung up on her.

Throughout the month of November 2013, I called [redacted] & [redacted] to request the name of a certified dealer. I left numerous messages and neither of them would return my calls.

The propane dealer said that they have only been able to top-off the 1000 gallon tank with 91.5 gallons of propane during the 5 years that I have had this generator.

The bot[redacted] line is that as co-owner of the generator, I am a [redacted]. I can’t go without power and heat when there are storms. I feel that a Veteran should receive better service than what we received.

I have photos of the various incidents that have occurred with the generator. I cannot attach them to this report. If you could give us a fax #, we could fax them to you. They are relevant to this complaint because the generator has blown apart on 2 occasions.Desired Settlement: Replace the defective generator with a brand new generator--exactly like the one I purchased in 2007 for about $10,000.00.

I DO NOT wish to get a re-built or partially used by anyone else; i.e. floor model. It has to be brand new just like the one I ordered for which you kept the $10,000.00 I paid for it before you ever checked to verify it worked.

Business

Response:

Generac Power Systems would like to thank [redacted] for contacting us regarding the problems being experienced with the purchase of a Generac Power Systems standby generator. We have send this complaint to our cus[redacted]er service department who is in the process of contacting [redacted] and scheduling an authorized service provider to come and inspect the generator.

The resolution to this complaint is ongoing and our cus[redacted]er service department can be reached by calling [redacted] and a case number of [redacted] has been assigned to this complaint.

Regards,

Generac Power Systems

Consumer

Response:

Review: We purchased an XP10000E Generac generator in September 2014 for $3059.00. We used it for 2 hours and then it stopped working. We brought it to a Generac recommended service dealer June 2015. The service dealer has been unable to fix the generator. Phone correspondence with Generac has resulted in our generator being sent to another service dealer (at the recommendation of Generac) for possible repair. Generac will not commit to replacing our generator (that is still within the one year warranty) if this new service dealer cannot fix it.

We have already lost power 3 times while our generator is being 'serviced'. We are concerned that Generac will delay this issue and we will have many instances of power outages once winter kicks in (thus the reason for buying the generator in the first place). This was a lot of money to spend for peace of mind that ultimately has failed us.Desired Settlement: We are requesting that Generac replace our generator with the same model number. We have been without it for two months and are concerned not having it for power outages that are frequent in our area.

Business

Response:

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

Business

Response:

Good Morning, We do apologize for this misunderstanding, we have verified that the authorized service dealer will in fact be dropping off your product to your home once it is repaired.Thank you,Generac Power Systems

Consumer

Response:

Review: The pressure washer I purchased serial Number ([redacted]) on April 06, 2014 is still under the 2 year warranty for parts.

Generac refuses to provide the broken recoil cord mechanism. The pressure washer was taken to their authorized dealer [redacted] small engine and they determined the part is indeed broken and needs replacing under warranty, however they want me to pay them to install it which I will not as I can install it my self.

I spoke to Mitch from Generac and he asked me to email him the proof of purchase and my Warranty Documents to the email he gave me [redacted] and all the emails have bounced back. I tried getting in touch with Mitch again to resolve this problem but he has ignored me completely.Desired Settlement: I would like Generac to honor their parts warranty by providing me with a new (Recoil pull cord mechanism) so I can install it on my pressure washer.

Business

Response:

Good Afternoon, Mr. [redacted]'s product does in fact have a two year warranty. The coverage in the first year of warranty included parts and labor and the second year covers parts only. Mr. [redacted]'s warranty is from 04/24/2014- 04/24/2016, so this would indicate that Generac would cover parts only for the current repair needed. Warranty work is to be completed by an authorized service dealer, which is why Generac has decided not to send this part directly to the Mr. [redacted]. If the customer would like to take his product to an authorized dealer for the repair, Generac remains happy to stand behind the warranty and cover parts cost if the issue is determined to be warrantable. Thank you,Generac Power Systems

Consumer

Response:

Review: I am having a ongoing issue with a home standby generator that will not run. It is still covered by a warranty thru Generac. I was told by the selling dealer to contact Generac and file a Incident Report. I spoke with [redacted] on Tuesday January 21. I was told by [redacted] to email a timeline of the history of the generator including all information I could remember, That email was send that evening, 1-21-2014. I waited a few days and sent a follow up email to confirm that [redacted] had received the information. he never responded. Over the course of 3 days, January 29th, 30th and 31st I called several times to [redacted]s direct extension and left messages asking to know what is going on. I never received a call back or email. I went as far as to speak to a customer service representative several times and was told that [redacted] had received my messages and was going to call me back. I am still waiting. This Generator was purchased to provide piece of mind for my family during the winter months here in NY. It had a major failure during hurricane Sandy when it was in service less than 1 year. During that failure I had no use of the generator for almost 3 months. This time around it has been out of service for a week in early December 2013 and now a month, all of January 2014 and still out of service. The frustrating part is the complete lack of support I feel I am getting from Generac. [redacted] has the title of Resolution Specialist. It has been 2 weeks and I have not heard a word from him. His direct phone number is ###-###-####. There is a lot more to this story if you would like more details. Thank you for your assistance.Desired Settlement: What I would really like is to have this generator replaced under warranty. I have had 2 major failures both during the winter months here in New York and have no confidence in the ability of anyone to repair it properly. I have several hundred dollars out of my pocket due to the incorrect diagnosis of technicians and have been told that when warranty parts are being ordered it takes "LONGER" to receive them. I would also like a phone call from [redacted] explaining why he did not return my email or any of my phone calls.

Business

Response:

Generac Power Systems has attempted to contact [redacted] to inform him that according to the service dealer the generator is repaired and operational. The Generac Power Systems customer service department will continue to follow up with Mr. [redacted] regarding the problems that he has had with the generator.

Regards,

Generac Power Systems

Consumer

Response: