Generac Power Systems, Inc.

Review: I purchased a Generac generator at a local hardware store on 10/30/2012. I took it home and did not open the box as I did not have a use for the generator at that time and kept it in my heated garage. I took photographs of box prior to putting it into garage on the date it was purchased where there is ABSOLUTELY NO DAMAGE to box. The box stayed in the same spot until 2/5/2014 when I opened the box to prep the generator due to severe winter weather and registered the generator online for the warranty, which is a 2 year warranty. While putting oil in the unit I found damage to the aluminum/metal housing area around the engine on/off switch. I didn't even put any gas into it. I immediately photographed the damage and contacted Generac customer service for a warranty claim as it is still within the 2 years of purchase. They advised the unit would be covered under warranty and I was to take the generator to an authorized Generac repair center which was [redacted]. On March 21, 2014 I was advised by [redacted] when he contacted Generac they requested any pictures of the shipping box for the generator. I still have the original cardboard shipping box which shows ABSOLUTELY NO DAMAGE of which [redacted] employees can testify to. On March 21 I forwarded these pictures to [redacted] who sent them to Generac. On May 5 [redacted] FINALLY hears back from Generac where he was told the damage occurred from the shipping company and they would not cover the damage.

On 5/16/14 I contacted Generac customer service regarding my displeasure and issue with my generator. They advised me to complete an Incident Report form and email it back to Generac and also to email any photos that I had of the damage and of the shipping box. My case # is [redacted]. I did email email this information including my scanned receipt to them on 5/6/14 and was advised that someone from their 'Resolution Team' would call me. It has been 5 days and I have yet to receive a phone call from anyone at Generac.Desired Settlement: I'll refrain from using harsher language but to say the least I am EXTREMELY UNHAPPY about the service provided by Generac at this point both due to the length of time that it took to get answers, poor communication, and the inability to follow their own company's warranty policy and correct the issue at hand. I am requesting Generac to fully repair my generator or replace it at no cost, or refund my entire purchase which was $793.94. I still have the receipt.

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 touch with Mr. [redacted] and has agreed to provide the engine for this portable generator at NC as customer concession.

This product was purchased in late 2012 by Mr. [redacted] and approximatley 16 months later a request is made for Generac to cover a repair on the product under the factory warranty. The factory warranty covers manufacturing defects and does not cover shipping damage which is what this repair appears to be.

The Generac Power Systems customer service department has explained the position of Generac Power Systems on this matter and has agreed to provide a complete engine at NC, which is both fair and reasonable given the nature of the failure and how long the product sat without being inspected.

We again apologize for the problems that Mr. [redacted] has encounted with his purchase of a Generac Power Systems portable generator and should he have any further questions, he can contact our customer service department at 1-888-GENERAC.

Regards,

Generac Power Systems

Consumer

Response:

Review: I purchased a $2,300.00 Generac Generator through Northern Tool on 1/26/13. I received it and had it installed by a local reputable heating and cooling company . Once a week it checks itself by starting up and running for 10 minutes. At the beginning of 2015 the machine started choking for a longer period and was not starting. I called and Geenerac sent out Lucas Mechanical Contractors to come out to look at the problem. They checked and tested and charged me $239.63 which I paid. Upon leaving, the generator started after 4-5 times but not like it had when I first purchased it. I called Generac requesting reimbursement of the $239.63 as the generator is under warranty through 2-2016. They would not honor that. Also at the time I called, I stated that the machine chokes for 20 some times before starting and the person I spoke to said the machine needs " a tune up kit and sensor and automatic choke", but they will not pay to have that installed.

I paid a lot of money for that generator. It has run for 90 minutes during a power outage in the time that I have owned it. I am very good with mechanics and understanding the dynamics of machinery. I feel that I have been taken advantage of and have a product that Generac will not stand by.Desired Settlement: I would like reimbursement of the $239.63 I paid.

I would like a generator that works properly. Each week when it is to starts to check itself, I would like it to choke for 1-2 times, not 20-30 times.

Either replace it or send out someone reputable to repair it.

Thank you

Business

Response:

Good Afternoon, Generac has been in contact with this customer. We have paid for an authorized dealer to go on site and diagnose the issue with the generator. Upon the visit from the dealer it was determined that the generator needs a set of magnetos. Generac has offered to pay for this repair as well. The customer also requested that the bill from his first service dealer be covered. When this visit took place he was 6 days out of warranty so Generac has offered to pay this as a concession. Thank you,Hannah Hochschild

Business

Response:

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

Consumer

Response:

I am sending this on behalf of [redacted], complaint ID [redacted].

Review: I had a Gererac Guardian 14KW generator installed on 9/9/13. This unit still does not work. Started out that the unit would not start and when the tech. finally got it going it would not run at a steady RPM. In calling they said it was a watercolumn problem (meaning a LP gas problem). Talked to the [redacted] from [redacted] who I get my LP from and he said that the readings where correct but he would come out and check again. He was right in that the readings where correct. At this time the tech. that was sent out by Gererac could not get it to work properly and called Gererac's tech. service. They told him to replace the fuel regulator. Another visit with this being done and the engine started and ran fine. However it would not transfer power which means that if you loose power when not home the generator will run but you will have no power in the house. Tech again calls Gererac Tech. Service and says we need to change the control panel. Another couple days go by and they come out and do that and the unit still is not working. They are now going to replace a small electrical block in the unit but they don't have it in stock and I still have a generator that does not work after being in almost a month. We leave here for our winter home in 3 weeks and I have very little faith in this product or it's tech. support staff. Have tried twice calling Gererac's customer support and both times have been told to summit my problem via e-mail. Did that and never heard back from anyone. It's as if they just don't care. Think I made a big $4600.00 mistake in buying this unit.Desired Settlement: This unit is a lemon and should be replaced by someone that really knows what they are doing. Either that or take it back with a full refund of all my expenses.

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 home standby generator. The Generac Power Systems customer service department has been in contact with Mr. [redacted] and has worked with one of our service providers to get the generator operational and functioning properly.

Generac Power Systems will also be modifying the warranty start date to reflect the most recent date when the generator was functioning properly. We apologize for the problems that Mr. [redacted] has experienced and should he need any further assistance we can be reached by calling [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. It's a shame that I had to go through the Revdex.com to get this problem resolved. However unlike the first two people that I talked to in their customer service department [redacted] did contact me and working with their service provider ETS which bent over back words, did get this unit up and running. Thank you both.

Review: I purchased a new pressure washer from Generac and was delivered in a damaged cardboard box with parts ("accessory pack" including washers, nuts, etc.) missing, evidently having fallen through a hole in the box. This was in December 2015. I called the day of delivery and they apologized and said they would send a replacement accessory pack with the parts and that it would take 7-10 days. After not receiving the parts two weeks later I called again. They apologized and said that had a "new process" and something probably went wrong, but they would send it out on an expedited basis. It is now mid-February and I call every week, having still not received the parts. Each time there is a promise to send the parts with differing reasons why this hasn't happened. Last week, the customer service rep said "I will talk to my supervisor as something must be wrong and I will call you back before 7pm today." Having received no call or parts another week later, I called yesterday and the rep said "I can't access anything on my system and you'll have to call back next week." I don't know what else to do other than hire a lawyer, which seems like it should be unnecessary. Terrible experience especially given this is not an inexpensive item.Desired Settlement: The delivery of my parts. If not, someone must refund my money and at their expense and effort come box up and pick up the pressure washer. There is no box to return it in as it was so badly damaged when delivered to me.

Business

Response:

Good Afternoon, We were able to confirm that the parts have shipped from our factory. We have had a resolution specialist reach out to the customer and provide him with tracking information. The customer can certainly contact us should they have further questions or concerns.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 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,

Review: I purchased a Generac generator Model 0065510 (serial [redacted]); it was installed by a [redacted] dealer and I paid in full the day it was installed, my check is dated March 8th, 2015. The first time my unit came on for a power outage (between May 8th and 15th) the unit failed to operated. I contacted my dealer who promptly came out on a Monday, assessed the unit and determined he would need to order parts. Approximately a week or more he returned with parts, tore down the unit and found extensive damaged to the entire motor. Small pieces of parts and debris were slung within the entire unit. My dealer advised me Generac would only pay for repair of my brand new unit which failed to work the first time it came on, and it was also within 2 months of my purchase. I contacted Generac directly and spoke to Mitch K[redacted] who refused to provide a new generator and told me they were only willing to offer a motor for the repair. He also refused to allow me to speak to his supervisor. I am very disappointed and frustrated to have spent this amount of money to have received an obvious lemon and to have what I believed to be a reputable company, refuse to provide me with a new unit. I did not pay for a 2nd hand, used or broken unit and I believe my unit should be replaced with a new unit. I do not feel comfortable with repairs on the unit as pieces could be lodged in other areas and I will be the one later that is paying for repairs due to the damage. If I pay for a new product, especially in full, I expect to receive a working, new unit. I don't know anyone including the owner of generac who would be willing to make a new purchase, except a broken product and then say sure, just make a repair I'm sure that will fix everything! When I told Mitch to just refund my money and he could have the generator back, he told me that problem was between me and the installation company. My installation company has done an excellent job and and they are a representative for the generac purchased in Waukesha WI. This is a shame to try to throw the installer under the bus like it is their responsibility to deal with an unhappy customer. They did not manufacture the product, they only installed it. I would also like to provide you with a photo of my generac motor but I have found noway to attach it with my complaint.Desired Settlement: I would like a new unit

Business

Response:

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

Review: Back-up generator installed 3/2011. Airbox needed replacement in 2014. Now Cylinder head kit needs replacement. Neighbor's 7 yrs has not had parts rep

I feel that I have got a DUD from the manufacturer. CDS Electric installed the generator. My neighbor's generator which is at least 7 years has had no parts replaced - only service-theirs too was installed by CDS Electric. The manufacturer - Generac - replaced the air-box in my generator last year, after I complained about it. I complained to Generac - the manufacturer about the recent service and the recommendation by CDS Electric, (that I replace the Cylinder Head - the parts $185/- and labor - $95/-); Generac tele# 1-888-436-3722; Case # 184556.

I believe that either I have gotten a lemon and the manufacturer needs to replace this second part that is needed, or if this is a common feature, then Generac needs to have their manufacturing specifics reviewed better.Desired Settlement: That Generac has this 2nd item replaced - to pay for part and installation- and is more responsible for testing out the units prior to being installed by other parties - such as CDS - who has washed their hands after the installation, other than offering warranties, where they make more money!

Business

Response:

Good Morning, Mrs. [redacted]'s original warranty was from 03/26/2011-03/26/2014. This coverage included labor and parts for the first two years, and parts coverage for the third. Within that timeframe, Generac does not have records of Mrs. [redacted] having an issue with the generator. However, on 07/16/14 Generac had offered as a concession to pay parts and labor to an authorized service dealer for an airbox repair on the generator. At this time, Generac has offered an out of warranty concession for the airbox repair and will not be able to offer a further concession for the current repair that is needed.Thank you,Generac Power Systems

Consumer

Response:

Review: We purchased a Generac Automatic Standby Generator in September of 2013. It was installed by one of their dealers, and ran until January 6, 2014 according to the control panel (2.1 hours of test runs). We left January 5, 2014 to winter in Arizona, and upon our return, discovered that the generator was not working. We contacted the dealer who installed the unit on May 5, 2014 and informed him that the unit had not been running. He contacted a licensed Generac warranty company that same day. The warranty repair company came out May 6th and were in contact with the Generac technical support department. After many part replacements, some parts were replaced twice, and repair visits, the unit was removed and taken to the warranty company's shop for continued work. It was returned to us on June 30, 2014 and upon reconnecting, it still did not work properly. The Generac technical support people want to send additional parts.

We paid in full for a warrantied, working generator and after two months of repairs and waiting, we still do not have a working unit. We have requested a new generator. Generac has not honored that request.Desired Settlement: We would like a new Generac Automatic Standby Generator to be installed with a full warranty at no additional cost to us.

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 home standby generator. The Generac Power Systems customer service department has reached out to Mr. [redacted] to discuss with him replacing the generator.

The Generac Power Systems customer service department can be reached by calling [redacted] and using case number [redacted].

Regards,

Generac Power Systems

Review: I purchased a Generac portable generator model XP10000E in late April of 2013. It came with a 3 year consumer warranty. We experienced a power outage on January 10, 2014. I attempted to use the unit for the first time that day, but it was defective and would not produce electrical power from the 50 amp outlet. I had the electrician return to check his portion of the installation as well as the generator. He found no electricity at the 50 amp outlet. I filed the necessary paperwork with Generac on January 21, 2014 and my case was assigned a number and given to [redacted], a problem resolution specialist. I received a call from [redacted] on January 30, 2014 advising she would get an authorized repair firm to pick the unit up at my home and take it in for service. I left a message for [redacted] on February 3, 2014 advising I had not yet been contacted regarding pick-up. She called and stated she would arrange for a different firm to do the repair. I received a call from [redacted] and arranged for a pick-up on February 5, 2014. On February 10, 2014 I received a call from [redacted] at [redacted] stating several components were damaged and needed to be replaced. Again, this unit was brand new, never used. [redacted] called to confirm this and added she would do everything possible to expedite parts shipment. That's the last time I heard from [redacted] and [redacted] of [redacted] as well as I have left several calls on [redacted]'s voicemail without the courtesy of a return call. It has been 31 days since [redacted] received my case and 17 days since [redacted] took possession of my generator. As a side note: 10 months of the 3 year warranty have been exhausted and the unit carries a Good Housekeeping Seal which states refund or replacement if defective.Desired Settlement: At the very least I would like the generator repaired and returned to me promptly. I feel Generac should simply replace the unit with a new XP10000E because I purchased a new unit, not one that needed several components replaced before it became useable. The 3 year warranty should begin once I have a generator in my possession. It also would be nice if management would create a policy that requires employees to return telephone calls promptly and provide status reports to customers on the progress of their products. Thank you.

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 Power Systems portable generator. The Generac Power Systems customer service department has been in contact with Mr. [redacted] and have informed him that the part needed is on its way and that his factory warranty will be reset thus providing him his full factory warranty period.

If Mr. [redacted] has any other questions our customer service department can be reached at 1-888-GENERAC.

Regards,

Generac Power Systems

Review: I bought a generator that was made by Generac Power System. During the last storm (May 2013), the generator spiked up over 300VAC and burnt/damaged most of my appliances, electronics, and computing equipment in the house. I contacted Generac and they opened up an Incident Case ( Re: Incident Report #[redacted]) on September 13, 2013. I provided all of the required documentation supporting that the voltage regulator was faulty and cause the voltage to produce high power to the house and damaged the items in the house. A customer service representative contacted my over the phone 2 days later and left a voice message to call back. I then called back at least 3 times and left multiple voice messages on her voicemail, but she never returned my calls.

I then replied back to an email asking for status and requesting a managerial personnel to call me back on October 5, 2013, but again, there were no responses from Generac.Desired Settlement: Request Generac to pay or replace the damage equipment caused by the faulty generator (bad voltage regulator). I can provide a list of items that were damaged due to this upon request.

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 home standby generator. The Generac Power Systems customer service department has been in contact with Mr. [redacted] regarding his concerns and have provided him our response to his complaint.

The Generac Power Systems factory warranty does not cover the type of damages expressed by Mr. [redacted] in his complaint and the generator itself is outside the factory warranty provided with the generator. This information has been discussed with Mr. [redacted] and while we undertand that this is not the desired response, we are unable to offer him the reimbursement or replacement items he was requesting.

Should Mr. [redacted] have any further questions he can contact our customer service department by calling [redacted].

Regards,

Generac Power Systems

Consumer

Response:

my company bought a gp15000e electric generator form generac and it had problems 3 weeks later and we got in touch with there customer service and they sent us to one of there service places the service place got with them and generac was going to send them the part to fix it it has been 3 months and they still have not sent the part to fix this new generator .

Review: Generac Evolution 8 KW

Model 0062370

Serial [redacted]

Cost $7100.00

Hours Unit Has Worked = 0

The above generator was installed on 11/5/14 and has never worked. Multiple calls to authorized elite Generac Dealer and Generac.

No resolution of problem to date. Have repeatedly requested a new working generator from Dealer and Generac. Dealer states they would be willing to swap the non working unit only if Generac reimburses Dealer for cost.

That is an issue between the Dealer and Generac, not the consumer.

Generac is not honoring the contract of a working new unit. Customer service at Generac states a generator is like a car as it has a warranty.

Is it reasonable that a consumer purchase a new generator that works?

Is it reasonable that a consumer would not accept a car which does not drive off the lot?

Is it reasonable for a consumer to purchase a new unit only to be told the unit needs three new parts?

Is it reasonable one of the parts for a new generator is on backorder?

A thumbnail of what has transpired below. Further documentation of calls to Dealer and Generac available upon request.

Video is also available of the "new" generator which fails to start.

Generac Evolution 8 KW

Model 0062370

Serial [redacted]

Cost $7100.00

Hours Unit Has Worked = 0

11/5/14 Unit Installed - Throttle issue

11/12/14 Pressure gauge removed, informed unit does not work. Tech calls in to Dealer to schedule an appointment with service tech.

11/18/14 Service Tech visited. Stated a new assembly mixer, part 0J9894 was necessary to repair

11/19/14 Weekly exercise at noon. Generator attempted to start and sputtered three times and died. Error code 1902.

11/19/14 Initiated conversation with Dealer requesting a swap out for a new unit as the unit has failed to work since installation. Is it reasonable to purchase a new unit that actually works?

11/24/14 Incident report filed with Generac, assigned to xxx - Resolution Rep.

Case xxxxx. Requested a new working generator as was agreed upon to purchase versus a non working generator that was provided.

11/25/14 Service Tech visited. Generator does not work. Tech stated 2 new parts are needed, a wiring harness OK2944 and controller OJ8371BSRV.

11/25/14 Conversation with dealer continues. Dealer states the issue of providing a new generator will be pursued with Generac.

11/26/14 Weekly exercise. Generator attempted to start and sputtered three times and died. Error code 1511. Video.

12/1/14 Contacted Resolution Rep at Generac. Not told part was on backorder.

Asked if it was reasonable that a new generator work at installation? Rep. stated is was but that is why there is a warranty. Rep. stated the generator is like a car with a warranty.

I state would a car that doesn't start at purchase be acceptable? Is it reasonable a new car which doesn't start and needs three new parts is acceptable?

Stated to Rep. that a new generator with a new warranty is acceptable to this consumer.

Rep. stated she has every confidence the new parts will fix the issue. I stated how can a customer have any confidence in a new non working generator that needs three new parts and multiple service calls?

I also reiterated the request as well as the number of times this consumer has taken off work to deal with the issue. Will Generac compensate that?

Generac is failing to own the problem it has created with a lemon generator.Desired Settlement: Replacement of non working new generator with a new working unit; warranty to begin at installation of a proven new working unit.

Business

Response:

Good Morning,Generac Power Systems would like to thank [redacted] for contacting us regarding the problems being experienced with the purchase of a Generac Power Systems home standby generator. The Generac Power Systems customer service department has been in contact with [redacted] and are in the process of getting the current generator exchanged for a new one which is aligned with the request being made in this complaint.We apologize for any problems that [redacted] has experienced and any future questions can be directed to our customer service department at 1-888-GENERAC under case number [redacted].Regards,Generac Power Systems

Review: I purchased a Generac automatic Generator in Feb.2014 , on installation they could not get it to work. At the end of the day they finally got it on and before they left it stopped working and worked on it again and got it started. In May it stopped working and we called several times and finally [redacted] came back out. They are the ones who tried to install it. It has torn up again since the first of October and they have yet to come back out. We have called them at least 10 times. I paid 6,150.00 for this faulty unit. My warranty will run out soon for someone to work on this. I do not want this anymore winter is here and it will not work stays torn up. I want reimbursed and for Generac or [redacted] to come get it!Desired Settlement: Money back

Business

Response:

Generac Power Systems would like to thank [redacted] 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 [redacted] and the service provider to gather the information needed to properly address this complaint.

As of yesterday we have been able to speak with [redacted] 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 response. We understand that this complaint has not yet been resolved and will continue to drive this to a resolution.

Regards,

Generac Power Systems

Worst purchase I ever made in my life. Spent over three grand for a piece of junk..an 8000Kw Generac standby generator. It failed continually and cost asignificant amount for repairs. The service company; Sparky Electric of Portland, Maine only added to the problem with their poor attitude and incompetence!

Review: I purchased a generator from Generac in March of this past year. Less than 6 months later, it had a major internal issue causing it not to work. The "authorized service dealer" the company recommended no longer services generacs because it was "more trouble than it was worth". I live two hours north of San Francisco, and there are essentially no mechanics in my area that would work on this unit. I found one, and the cost of repair is 3/4 the cost of the unit. The mechanic stated it was a malfunction from the factory, and that I did not cause the defect. After my conversation with customer service I was informed there is no warranty or technician number available for contact. I then submitted an "escalation" only to be informed that because of my usage, the warranty was void. This is an expensive product with a horrible warranty. If looking for a generator, I suggest you look for one from a different company, with a better reputation for customer service.Desired Settlement: Ideally, the company should pay for the repair of their malfunctioned product. Since that will probably not be the case, I would just like to inform other consumers of my headache, before they experience the same.

Business

Response:

Good Afternoon, We have attached a warranty statement that outlines the type of application the customer is using the product for. As stated in the warranty, this application is not covered under the warranty. At this time Generac will not be able to cover any repairs that might need to be completed on this portable generator. If the customer is having a difficult time locating a dealer, we have provided a few below:[redacted]###-###-####[redacted]###-###-####Thank you,Generac Power Systems

Review: I purchased a 7KW Whole house generator approx. one year ago from a local contractor [redacted]. During a severe ice storm the generator sounded like it was going to stop running and shut down so I called the local contractor and he came out to assess. The lid was completely saturated with water including the filter. He said he didn't know why this was happening and that he would call Generac. I also tried to call them to get an explanation. A woman named [redacted] from Generac called when I was out of the office and I have called back many times to try and talk to her or someone else with out success. I would like to know what is going on and why I had this issue. I would like this resolved.Desired Settlement: I want to know that I can depend on this generator in inclement weather. I do not think this is unreasonable since this is the sole purpose of having one. I first want to talk to Generac and then I want them to talk to the contractor [redacted]. I need answers before the next storm and I lose electricity.

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 home standby generator. The Generac Power Systems customer service department has been in contact with [redacted] and are in the process of gathering additional information so that we can properly address the concerns expressed in this complaint.

Generac Power Systems will respond to this complaint in more detail once we have gathered the additional information needed.

Regards,

Generac Power Systems

Consumer

Response:

I have spoken to them one time regarding the generator. I took pictures per their request and sent them in an email. I have sent another email asking that "[redacted]" verify that she received the pictures and I have not heard back from her. I have no idea what stage this is in because she has not contacted me again. So, although she responded to you stating she was in contact with me, still nothing has been resolved.

Thank you for your assistance.

Ms. [redacted]

Review: Purchase a replacement control panel for generator and was defective under a year. Supplied the original invoice. Opened case ([redacted]).I want the defective unit replace and they have been giving me the runaround. I have called ten times and email my representative numinous times.

**Below is the only contact I received from Generac. I responded to the email the same day.**

Febuary 6, 2014

Hello [redacted],

I just called and left voicemail regarding the issues you’ve been having with your generator.

My first question – when you say the inspect battery message/light has been coming on, has the light been yellow? And does it say ‘Inspect Battery’? If so, that is going to be a yearly maintenance reminder that can be cleared by putting the generator in off mode, and hitting the enter button twice.

If that’s not it, I apologize, not trying to insult your knowledge or anything, just want to make sure all the bases are covered.

Let me know what’s going on with the unit. Thanks [redacted],

Resolution Specialist

Generac Power Systems, Inc

Phone: ###-###-#### [redacted] Tell us how we're doing! Please take a moment and follow the below link to take a short survey and rate your experience with us today. By participating, you will be entered to win a $500 American Express giftcard! Thank you for your feedback! [redacted]Desired Settlement: Send me a new control panel at no charge

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 are resolving the concerns expressed in his complaint. If Mr. [redacted] has any other concerns or questions he can reach our customer service department at 1-888-GENERAC.

Regards,

Generac Power Systems

Review: Generator was purchased in July 2012 and has been nothing but a problem (surging house, bad motor and other bad parts). It has been to 3 repair shops, none of which can repair problems, so Generac promised a warranty replacement. We have been without a generator since January 2014, and Generac cannot provide a date as to when we will receive our replacement. My wife and I continue to call Generac weekly, if not several times per week, and are still left without a working generator. Terrible customer service and lack of fulfilling replacement promise.Desired Settlement: As promised by Generac, we have been awaiting a replacement for about 2 months, and our case manager cannot seem to locate our replacement generator or provide an accurate ETA.

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 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

Review: We purchased a Model KW20, serial #[redacted] on 11/15/13. [redacted] installed the unit on that day and could not get it to work, my husband contacted Geracac and they told him to call [redacted] was out 3 times and cannot get the unit to work! The last time Generac gave him 1/2 hour to work on it but he was here 3 hours. [redacted] has another unit in store and would be glad to swap units with us, but need Generac's ok to do this. Generac has not given their ok. I filed an incident report with Generac (#[redacted]) and am in suspense waiting (we have $8000 + invested now). We need help getting them to move and give the ok for the units to be swapped out, ours for the new one at the [redacted].Desired Settlement: Please help get Generac to ok the exchange of units. Thank you

Business

Response:

Generac Power Systems would like to thank Mr. [redacted] for contacting us regarding the problems that he is experiencing with the purchase of his Generac Power Systems generator.

The Generac Power Systems customer service and technical service team are currently working with our authorized service provider to identify the problem with the generator so that the proper repairs can be made. The Generac customer service department will continue to stay in contact with Mr. [redacted] during the repair process and will also be adjusting the warranty coverage to reflect the days the generator is not fully functional.

Once again we apologize for the problems that Mr. [redacted] is experiencing and we will work with our service provider to identify the problem and get his generator functioning properly.

Regards,

Generac Power Systems

Review: This is a multi-faceted complaint. In early January 2013, I submitted a request for information on Generac whole house standby generators. Generac gave my contact info to an authorized dealer who initially contacted me, but never returned my call. Generac then gave my information to [redacted] in [redacted] (an Authorized Generac Dealer). [redacted] is the primary owner and an electrician. (the company has no Revdex.com profile). I met with [redacted], in February 2013 and gave very specific information on my requirements for a generator. I asked where units could be purchased from (through local sources) and he stated they are only available through authorized dealers such as himself, no generators are stocked anywhere, each is built to order. In a few days, [redacted] sent a proposal with 3 sizes of generators; a 14, 17 and 20kw. Installation of transfer switch (to be done by [redacted]) would be $1400, gas line was estimated between $800-1000, not done by [redacted] but he would arrange that contractor. Unsure of which one I should get, based on fully powering my entire 3000sf house and and all appliances, I contacted him to find out. He said any one of the generators would be suitable. HOA approval was granted and I ordered a 14kw from [redacted] in May 2013. My payment of 4356.06 included the 14kw generator, 150amp transfer switch, battery and shipping. (Cost breakdown: generator: $3,076.00, transfer switch: $850.00, battery: $80.00, shipping/delivery: $350). Generator was delivered on June 21, 2013. [redacted] and his wife were here for the delivery and located the generator at the back of the house. No battery was delivered with the generator. I asked [redacted] when the installation would begin and he said "soon". Approximately a month elapsed and in July 2013, I emailed [redacted] to inquire about the installation. He replied via email he had a call in to the gas installer, they were both in their busy season and he'd left me know. Another month and 3 power outages later, I decided to look for my own contractors. I found [redacted] on Generac's site. [redacted] is an authorized dealer/service provider. [redacted] agreed to finish the installation at a cost of $1700. [redacted] said I should have the gas line installed first, and contact Generac for the activation code need to run the generator and recommended [redacted] in [redacted]. I contacted Generac for the activation code and my warranty for the generator began in August 2013. [redacted] did two sight visits to measure for the gas line and stated the plan [redacted] related to me was impossible to accomplish due to size requirement of the line to accomodate the extra load of the generator. A separator larger line had to be tied to the gas main and run 125' to the generator. Their estimate for the work was $3,218.19. I contracted [redacted] to begin the gas line installation. I then went searching online for a battery to replace the one I'd paid [redacted] for and never received. I found the 14kw generator I'd purchased available on both [redacted] and [redacted] for roughly $700 less than what I paid and available with free shipping. Between their pricing, free shipping and the battery I never received, I had paid $1100 more to the authorized dealer Generac sent to me.

I contacted Generac to make a complaint regarding, price gouging, my missing battery, as well as [redacted] (as their Authorized Dealer) skipping out on the work. I also mentioned the the fact that the gas line work was costing me 3 times [redacted]'s ballpark figure as well as being misled not only on the cost of the gas line, but impossibly plan presented to me. I furnished all documentation to Generac along with my incident report. Their response about the marked difference in pricing was they don't set dealer pricing. I was encouraged to contact [redacted] and have them complete the work, to which I responded I didn't want him as a contractor, between overpricing, being unresponsive to completion of the work and non delivery of the battery, I felt he was dishonest and had no need to return since he had made a large profit off me without doing further work. Generac seemed satisfied that the issue was resolved since I had 2 new contractors to complete the work and I had not prepaid [redacted] for installation work.

Generac made a phone call or two to [redacted] (I don't know if this was to verify I had hired [redacted] or just to be able to say they facilitated resolution of my issue) and followed up with me to keep abreast of the progress. There was an error in the size of the gas line, which necessitated removal and replacement - this work was corrected by [redacted] at the original cost quoted and done in an expedient manner.

Around the time of the completion of the gas line, I went on Generac's site to use the calculator to help a friend determine size requirements for a generator for her home, which is the same size as mine. Her desire was to be able to have a generator capable of doing what I wished mine to do: power everything, not just certain circuits. The calculator returned a 20kw generator as being required. Realizing the discrepancy between what I had and what Generac's site was saying the same size house/requirments needed, I resubmitted the info and the same results were returned.

I contacted [redacted] and outlined what my expectations were and what the minimum size generator would accomplish those requirements for my home. We had not discussed this previously as [redacted] did not handle the sale for the 14kw and assumed I had what I needed. According to [redacted]' calculations, he stated I could probably get away with a 17kw, but a 20kw would be completely adequate and run my household seamlessly. [redacted] offered to wire my home to support a 20kw and offered the suggestion of hooking up the 14kw, trying it during an outage and if it was not suitable for my needs, they would try to help me sell it as a used, discounted unit and I could then purchase a 20kw. (Or I could go ahead and purchase/install a 20kw and then have them help sell my 14kw). Either way, I will take a loss.

I returned to [redacted] and [redacted] to research the cost of a 20kw and found they were available for about $500 more than I had paid for the 14kw (which I didn't figure in the shipping costs, just the unit, transfer switch and battery). Both [redacted] and [redacted] offer free shipping. Generac is the vendor on [redacted].

I contacted Generac again on October 10, 2013 to followup (via email) and asked that in view of their having referred this vendor to me and all the peripheral issues that have occured as a result of my trusting the authorized dealer they sent to ME, I would like Generac to credit me for the cost of the 14kw generator, transfer switch and battery, apply it toward a 20kw generator (with my paying the balance) and have [redacted] remove the 14kw and handle the disposition of it. Since the day this generator was delivered (June 21, 2013) I have had FOUR power outages and a several thousand dollar piece of equipment purchased for such occasions sitting useless in my yard. I have paid more than fair pricing for the unit, paid for shipping which it appears all other online vendors (as well as local vendors) offer free, paid 3 times the amount I was led to believe the gas installation would cost and have a half-installed generator that was sold to me under the guise of being suitable for my needs. I asked Generac to respond to my inquiry within 24 hours.

Later in the afternoon of October 10, 2013, I received an email from [redacted] stating Generac had contacted them and discussed the email I sent. [redacted] summarized what Generac communicated to him: "...They are not able to take the 14KW generator back. I understand their view on this, they sold the generator to the vendor that sold it to you. Unfortunately this Generac dealer did not maintain a professional business practice with you. I am sure Generac will reprimand them in some way. "

As of October 11, 2013, Generac has not responded to me within the 24 hour time frame (although they were able to contact [redacted] within hours of receiving my email and apprise him of their decision). They have not responded to a followup email I sent asking them to send email AND written (via postal mail) verification of their decision to not resolve the matter to my satisfaction and have not responded to a post on Facebook asking how this can in anyway be construed as "resolution".

In good faith, I engaged the services of an authorized dealer Generac sent to ME. Generac's "resolution" is a handful of phone calls to stay in the loop. They have done nothing more than communicate only for the sake of the appearance of helping to resolve this matter. They have washed their hands of it all, leaving it at a dealer issue. While that may be true, Generac has a responsibility and obligation to their customers to ensure their dealers are ethical, honest and accountable. To be perfectly fine with a customer paying well above other advertised prices, to allow a dealer to operate without overseeing the dealers practices, to allow a customer to go through the process of having to find new contractors and to then refusing to exchange a product for one that the customer required and communicated well before the time of purchase (not to mention double checking on), to be willing to give a customer the only option of selling the wrong generator at the customer's loss in order to be able to purchase the correct generator, as well as finally refusing to further communicate with the customer is nothing more than unethical business practice.

This was a big investment for me. As a consumer, this is the sort of horror story you hear about and hope will never happen to you. While I had been encouraged to take this matter directly to the Revdex.com, it was my hope that Generac was an upstanding company that could be counted on to ensure they have done whatever they could to remedy what has been a nightmare. Instead they turn a deaf ear and walk away. They've made their money and so has their dishonest dealer. The refuse to even hold the dealer accountable and are unwilling to step in on my behalf and have the dealer make this right.Desired Settlement: Credit me $4006 (price paid for 14kw, transfer switch and battery I paid for and never received with generator and power switch) to apply toward a 20kw generator.

Exchange my Generac 14kw Guardian Series Generator (#[redacted]) with transfer switch for a Generac 6244 Air-Cooled Liquid Propane/Natural Gas Powered Standby Generator With Transfer Switch honoring [redacted] and [redacted]'s price of $4497 with free shipping delivered within the customary 3 week time frame to my home.

I will pay balance of $491 to Generac for difference between cost of 14kw and 20kw.

Generac to arrange for removal and disposition of 14kw generator on my property.

Generac discontinues using [redacted]) as an authorized dealer.

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 department has previously spoken with [redacted] regarding this matter prior to her filing the Revdex.com complaint and have attempted to reach her multiple times since the filing of the Revdex.com complaint but have not yet been able to speak with her regarding this matter.

Generac Power Systems has previously offered assistance to [redacted] on this matter, however we are not able to accomodate her request of returning the functional 14kw generator and refunding her a portion of her purchase price because she found the same unit at a lower cost from another provider.

Generac Power Systems has and will continue to offer out assistance to [redacted] and we would encourage her to respond to the attempts by our customer service department who is attempting to engage her regarding this matter.

Regards,

Generac Power Systems

Business

Response:

Generac Power Systems would like to thank [redacted] for replying to our response regarding her original complaint. The Generac Power Systems customer service department has attempted to call [redacted] regarding this matter in order to better explain the position of Generac Power Systems.

Generac Power Systems sells our products through many different channels and all of those channels have a different approach when selling the product directly to the end consumer. As an example some dealers will include the installation of the generator with a poured concrete pad in their pricing while others will only include the generator and no installation costs. Generac recommends that a consumer should always obtain multiple quotes and understand what is included in those quotes before making the purchase of a generator.

Generac Power Systems has previously responded to the complaint and would encourage [redacted] to contact our customer service department directly for any further clarification or should she have any further questions.

Regards,

Generac Power Systems

Consumer

Response:

Review: Looked into buying a generator in 2015. Contacted Generac and they gave us Nelco Electric in Germantown. We agreed to purchase from them being an authorized dealer. Generator installed by Nelco in May 2015. Ran for 9 months. Contacted Nelco when generator would not run and they came to look at it. Told Nelco could not repair as it had to be an authorized service tech trained by Generac. Nelco called Current Electric who came out and said it was terminal. Current Electric contacted Generac for a new motor. Arrangements were made to get a new motor to Current Electric from Generac . Current Electric installed the new motor. I contacted Generac to ask for a new warranty and coverage of the bill from Nelco. Told that Generac would not reimburse for Nelco bill and have not received a response about a new warranty. The generator had less than 13 hours on it. If service has to be done by an authorized tech, it is misleading that a dealer can install a generator and not have an authorized tech.Desired Settlement: Reimbursement of bill from Nelco and new warranty on new motor.

Business

Response:

Good Afternoon,Generac has had the opportunity to review the customers concerns. We would like to offer to re-start the customers warranty along with providing him an upgraded warranty at no charge. This upgraded warranty typically retails at about 400.00-500.00 dollars. We have attached the old warranty statement, along with the new upgraded warranty statement. At this time, Generac is not able to reimburse the customer for having a sales only dealer come out to his home. In order for warranty work to be completed, it is required the work be done be an authorized servicing dealer. Thank you,Generac Power Systems

Consumer

Response: