Generac Power Systems, Inc.

Review: I purchased this Generac One Wash Pressure Washer on April 11, 2014 which came with a two year warranty that is still valid and active. I have called the number on my receipt (###-###-####) which picks up, then hangs up on you! I then called the number on the website many times and was able to speak with someone three (3) time now and they continue to refuse to help me. The unit just won't start, and all they do is keep telling me that I have to have it serviced and an authorized repair station. I drive a car and have no way of getting it there. I have been hung up on twice (x2) by [redacted] on their chat service, and when I called and asked to speak with a supervisor today I was hung up on again. This is no way for a company to treat their customers. This Generac One Wash Pressure Washer is not even a year old and was used only once! What can I expect going forward if it won't even start at only 10 months old!Desired Settlement: I want to ship this back at their expense and receive a complete refund of $439.91

Business

Response:

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

Review: Purchased a Generac 2700 PSI Gas Pressure Washer, Model 6022 from [redacted]'s in [redacted]. Generac is the manufacturer providing the warranty. This was a 2-year warranty, purchased on July 08, 2013. This pressure washer was used a total of 3 times when the pump no longer produced any pressure and the unit stopped working. After discussing this issue with [redacted]s and the Warranty provider, they state that the unit cannot be fixed under warranty because it was used improperly, that it was run too long without shutting it down to cool the unit off. a) this was never the case, never run to overheat at an extended period of time; b) nowhere in the owners/users manual does it warn against this; and c) the owner's manual and product features even state that the unit has an "Automatic Cool Down System". They refuse to cover the repair of the pump - the damage to the pump is clearly a product malfunction. I have used power washers in the past and never had one that was used so little (under 4 hours) become defective with normal use.Desired Settlement: I would like to have the unit replaced or repaired to working condition.

Business

Response:

Good Morning, Generac has tried to reach out to this customer on two seperate occasions (7/7, 7/9.) This was an attempt to gather further information so we can make an informed decision. Generac would like to know which authorized service dealer has been working on the product along with the serial number. Once Generac has this information we can look further into the situaiton.Thank you,Generac Power Systems

Review: I have a generac generator. the transfer switch malfunctioned and cause a explosion in the panel located on side of my house. at the suggestion of generac I call a generac repair person, they came out and said that this was a part malfuntion and should have never happened. I asked generac to help me get this situation resolved as it was a dangerous situation and the power company pulled my meter. generac said that they will not help and that its just to a bad. I know it is out of warranty but the tech person who came out said that shouldnt matter this was a part failure. This could have burn my house down if I was not home at the time I had to shut the generator down manually to stop it from burning. Generac needss to take care of this and make sure it doesnt happen again.Desired Settlement: Generac to pay for the repairs and replacement parts as this was a part failure and is very dangerous.

Business

Response:

Good Afternoon,

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 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:

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: 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: 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: 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

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: 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

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

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: 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: 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: 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: Hello: January 12, 2011 I had a newly purchased Generac Guardian Series 5501 8Kw Emergency Power system installed by a licensed electrician. The unit has only ran from installation time until present date on the weekly exerciser program and one time for approx two hours during a power outage. The approx total operational running time on the system is around 50 hours. In January around the 28 of this year (2014). The unit would not start during the exerciser program, I inspected the unit and discovered that a pressed fit throttle control had come loose. upon further inspection it was discovered that the product appeared to be manufactured incorrectly and did not allow anyway to simply reattach and retighten the control, it would not stay attached to the valve it controlled. I contacted a local certified generac service electrician, who told me I would have to replace the entire unit which would add a charge of around $200.00 for a $27.00 part. I felt that since this unit was so close to the warranty time period and that since the unit has close to only 50 hours of total operation that generac should handle this issue, I advised the electric company to see if that would be the case and they advised me Generac refused to cover anything. After spending over $3000.00plus dollars and having very little operational time and the opinion that this part had a problem from the onset, I am being penalized because of my low operation hours therefore from preventing the part from coming apart much sooner than it did. Therefore I believe that Generac should cover the part and install charrgesDesired Settlement: I would like the part and installation by Generacs factory service electrical company to be simply covered by Generac

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 an agreement is in place that addresses the concerns expressed in the complaint.

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: item-7000 watt hard wired stand alone generator. the unit has a two year warranty,and was received in april of2012. the unit was professionaly installed but is not a issue. this is a air cooled unit but some how accomulates water in the oil. this took place first time in jan. of this year. when discovered I changed oil&filter,this did not solve problem.ihave contacted generac since jan aprox.8 times ,asking for help to no avail. ihave been assigned a case #by generac ([redacted]). this is supposed to give priority to the case. there is a engineer assigned to the case ,but he has been left messages 5 times on his voice mail but will not return calls. icalled wisconsin headquarters on 3/6/14 and askedto talk to a supervisor and was refused access. iwas promised to get a call immediately from the engineer in charge ,which did not happen. I use just about the most expensive oil in the unit ,and have changed the oil two more times since original problem. my fear is that the unit having water in the oil will eventually cause bearing failure . I have received advice from 3 different authorised repair buisness used by generac,which stated they would be happy to look at the unit if given ok by the company.Desired Settlement: on advice of two repair companys they say generac should replace motor or extend warrenty two more years,because problems may not show up for that perriod of time.as it stands right now the product warrenty is usless.

Business

Response:

Generac Power Systems would like to thank Mr. [redacted] for contacting us regarding the problems he has experienced with his Generac home standby generator. The Generac Power Systems customer service department has been in contact with Mr. [redacted] and the dealer servicing the generator. The dealer servicing the generator has been in contact with Mr. [redacted] and they are addressing the concerns expressed in this complaint.

Regards.

Generac Power Systems

Business

Response:

Generac Power Systems would like to thank Mr. [redacted] for contacting us regarding regarding the problems he has had with his purchase of a Generac Power Systems home standby generator. The Generac Power Systems customer service department has been in contact with Mr. [redacted] and an authorized service provider and are in the process of addressing this complaint.

If Mr. [redacted] has any other concerns or would like to speak with someone at Generac Power Systems our customer service department can be reached by calling 1-888-GENERAC. A case number of [redacted] has been assigned to this complaint.

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: Getting the run around about returning a pressure washer (for a full refund) that I am not satisfied with that was purchased through Gererac's info commercial. They told me because gas and oil was added that I need to go through corporate to get this resolved. Talked to corporate, they have a no refund and do not sell to the public. Said I need to go back through info commercial. Very tired about getting the run around. At this point, I have had no recourse except to dispute my credit card charges. I hope someone would respond to Revdex.com. I know I would like to get this resolved and telling me no refunds is not a resolution. This product has a broken [redacted] when received) and it won't start. I am very dissatisfied and I am not fighting to get something to start. I already have another pressure washer like that. This was to make my life easier, not harder.Desired Settlement: Full refund credited back to my credit card for a return address where to ship this product back to. "Suggestion"-All staff trained on return policies and the understanding of the return policies for info commercials and on-line puchase. Also, return policies posted and made aware to your customers when making a purchase. This was an info commercial purchase and I was never informed of "no returns" because I would have NEVER MADE THE PURCHASE.

Business

Response:

Generac Power Systems would like to thank [redacted] for contacting us regarding the problems she has experienced with the purchase of a Generac Power Systems Power Washer. The complaint that has been submitted to the Revdex.com has been shared with our customer service department and we have been notified that a refund will be provided and this has been communicated to [redacted].

Once again, we apologize for any problems that [redacted] has experienced and if she has any further questions regarding this transaction we welcome her phone call at [redacted] and reference case number [redacted].

Regards,

Generac Power Systems

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. I will be expecting my refund in the full amount of $495.90.

Review: My Generac Pressure Washer 2,800 PSI 2.5 GPM Cold Water Gas Pressure Washer was ordered on 6/14/15. It was estimated to arrive on 6/28/15. It didn't arrive until 7/17/15, and when I took it out of the box the gas cap was cracked, so I could not use it. I called Generac's customer service number on 7/18/15 and was assured a replacement gas cap would arrive in my mail within a week. It never arrived. On 7/29/15 I called again. I spoke with Anna and my confirmation number is 209082. I was assured the gas cap would arrive in my mail by 7/31/15. It still has not arrived. When I called the third time on 8/5/15 I explained the situation-again- and spoke with Donna. She "transferred" me to a supervisor where I've been on hold for over 25 minutes. I would like this to be resolved. I want a new gas cap so that I can finally use the $300 pressure washer I ordered almost two months ago.

Business

Response:

Good Morning, We have recieved this part in stock and have also recieved confirmation that this part will be shipping as of today, 08/12/15. 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.

Regards,