Generac Power Systems, Inc.

Hello,We appreciate the follow up information, which was forwarded to the resolution specialist working this case.Regards,Generac

Hello,Generac Power Systems inc. has been in contact with this consumer and have already mailed out the replacement checkI was advised there was a change of address/or direction the check was being sent to.Regards,Generac

Good Afternoon, We have reached out to the customer directly regarding this matterThe part needed to repair his power washer was sent from our factory as of 12/7/We will make sure to follow up with the dealer and customer to ensure the product is repaired in
a time mannerThank 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:
We have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to us After receiving a phone call from the resolution department and having the chance to explain our situation as to what occurred, Generac accepted responsibility and warranted my repairsMy wife and I hate we had to go to the Revdex.com to resolve our matter, but we are pleased with the final outcome and thankful
Regards,
*** ***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, 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.]
Generac caused the problem by selling a product with a missing spacer needed to compensate for the fact that the starter provided was not made for the unit being sold, ergo the spacerThis is not a warranty issue but rather a failure of the producer to deliver the correct component parts in the first placeGenerac policy is not in the consumer's interest as is obvious by their "programed response" to Revdex.comYour rating of this manufacturer should reflect the reliability, responsibility, and character of this publicly traded company so other buyers are not placed in the position I am inI have spend over $on repairs with their authorized local dealer that apparently were unnecessary as is verifiable by their technician they later sent out to remedy their part omissionThe consequential damage is food loss, cleaning and needless repairs and time wasted on my partThis is not warranty, this is bad ethics and lack of good faith in denying culpability! *** ***
Regards,
*** ***

Good Afternoon, Generac has been in direct correspondence with this customerOn Friday, November 18, 9:AM the customer had written an email indicating she had hired an attorneyWe are unable to speak with her directly once she is being represented by an attorneyThis has been explained to the customer as wellGenerac has received information from the recent authorized dealer that the generator has been repaired and is currently functioning as designedHowever, we have been notified on several occasions that there is a fuel supply issues that needs to be addressed, this is an issue unrelated to the product itself Thank you,Generac Power Systems

Hello,Generac has been in communication with the consumer and advised of the warranty processThe consumer had expressed wanting a refundGenerac advised the consumer that we did not sell them the product, therefore they would need to seek out the possibility of a refund with the place of
purchase.Regards,Generac

Hello, Generac has provided all documentation to the proper government agencies and have shown absolute transparencyFurthermore, we have been advised that our proposal to have corrective action taken was acceptable by these government agencies.We 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.If this consumer is looking for a concession to be offered, they simply need to contact Generac customer support.Regards,Generac Power Systems

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below
Please be advised that there has been no action taken by Generac to settle my original complaint. Your complaint number *** . I have been in contact with a representative about the circumstances but have received no real assistance. I replied to your E-mail notification as requested therefore the case should not appear as being resolved which it is not.Thank You

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, 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,
*** *** I have just submitted an email response to the point of contact at Generac to which I expressed my displeasure and disagreement with the verdict. I supplied ample information up front supporting that the Control Panel should have been covered. As well it was determined and agreed to by Generac that this was no fault of my husband or myself as we were unaware of the status of the Control Panel. There were multiple over speeds prior to the date of the warranty expiringGenerac should be offering Customer Support and refunding the large investment we should not have had to make

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, 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.]
Generac management is abdicating its responsibility by referring me to Customer Service, when (1) Customer Service has been unable to satisfactorily answer some of my requests, and (2) some of the issues I raise clearly do not belong to Customer Service. I stand by the previous statements that I have made.Regards,
*** ***

Generac Power Systems would like to thank *** *** *** for contacting us regarding the problems she is experiencing with the purchase of her Generac generator. The Generac Power Systems customer service department has been reaching out to both *** *** *** and the service provider
to gather the information needed to properly address this complaint
As of yesterday we have been able to speak with *** *** regarding the service call that was made his past Friday the 7th of November and have attempted to contact the service provider and we are awaiting their responseWe understand that this complaint has not yet been resolved and will continue to drive this to a resolution
Regards,
Generac Power Systems

Good Morning, Generac has been in direct contact with this customer and has agreed to replace the productThe product has shipped from our factory as of 05/17/2016.Regards,Generac Power Systems

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below
This Company is conducting advertisement!!! When I ordered the onewash the email I got said I would have it in weeks them they say they no longer have itThis is unacceptable!!! You should not be allowed to offer something and then take it backThe customer service of this Company is very unfriendly they told me basically "Too bad"
Regards,
*** ***

Good Afternoon, An authorized servicing dealer with Generac has confirmed that the current issue was due to the lid of the generator being left open, allowing the elements to get into internal components of the generatorDue to this not being a manufacturing defect, Generac will
not be able to cover this current repair or future issues relating to this eventPlease see the attached warranty statement for reference. 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.]
Dear Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to meThe only stipulation I have is that the reimbursement NOT be in the form of anything except a cash or check for the amount of the electrician on the day in question In other words, I do not want a coupon for more goods or services, or a voucher for some product or service.Thank you VERY much for your time and help with this situation It is greatly appreciated, and I am sorry that I had to involve you, or any other outside party in order to get this company to stand by their product, the advice and directions they provided me, or what they make their warranty and support details look like Thank you for time and help!
Regards,
*** ***

Good Afternoon, Generac has made the decision to offer the pump assembly itself as a concessionShould the customer confirm that he will bring the product back to Aspen Leaf to have the repair completed, Generac will contact Aspen Leaf to send them the partGenerac
would ask for the labor to be covered by the customer to have this product repaired.Thank you,Generac Power Systems

Hello,The service manager had been in communication with the consumer, and advised him of the plan of actionThe consumer was aware that he would not be receiving a loaner generator and was going to be using the one that was provided to him by his church (as a loaner)The consumer had agreed to this plan of action on the phone with our service manager.Regards,Generac Power Systems

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, 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,
Beverly Hagan Moultrie

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, 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.]To whom it may concern,I appreciate that they may be hesitant to specify an alternate starter. However, there are other options to resolve this issue and better assure reliable operation and I have heard nothing from Generac suggesting any alternatives.I discussed these failures with the local distributor from whom I purchased the generator and who services said generator and this starter has been problematic for others besides me.My starter, as I am reasonably certain of most starters for this type of generator, only operates to times per year. Once per week for self-check operation and to times per year for power outages. My starter failed each time after to starts or about 13-months apart. The most recent new starter installed by the local distributor on June 19, was installed with a new spacer that was not in the original design and was at the direction of a recent bulletin issued by Generac to their distributors. As a chemical engineer who ran a multi billion dollar power generation business for a major petrochemical company before I retired, this sounds a lot like Generac had a problem and perhaps is using this spacer to address reliability (e.g., perhaps the starter bendix gear is banging against something when it engages due to a poor design - too close tolerance - and this is leading to premature failures.)I would ask Generac how many of this particular starter have been sent out by Generac to distributors to address failures in the field, even if they were not under warranty. I am betting that this number is not insignificant and is almost certainly available via their parts warehouse accounting systems.Generac clearly issued the new bulletin to install the spacer. Why now? If this new spacer does solve the problem, it would have been much more honest and professional to at least acknowledge the issue and their proposed solution. Otherwise, why would Generac issue the bulletin and supply the new spacer??I am still not happy with what appears to be Generac's lack of transparency effort to resolve.
Regards,
*** *** June 20,