Generac Power Systems, Inc.

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:

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: 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: 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

Generac is an extremely difficult company to deal with. Even before you are a customer, they attempt to nickle and dime you. In my experience, because I wasn't able to quickly write down the phone number on an infomerical, and instead attempted to Google the number, they required me to pay nearly $1000 extra in costs. When I was assured by the local dealer than no company would be so petty, I called Generac to explain what had happened. The Generac customer representaive very rudely told me that I should learn "to follow instructions" and quickly transferred me to an indifferent and equally rude manager.

My advice - avoid Generac at all cost. If they treat their potential customers this poorly, I could only imagine how hard it must be to file a warranty claim with them.

worst decision I have ever made is to get a Generac generator - TOTAL- rip-off from the electrician/plumber to the generator not turning over and a "mechanic" trying to figure out what went wrong to PSEG saying I needed another gas meter because of gas flow - from the start the only concern with generac was MONEY - and - now the annual oil change is in the range of $400 dollars per year - RIP-OFF - I have had - and been very successful - in not recommending a generac generator - don't do it - stay in the dark or go to a hotel !!! - my town permit ($100) should have been of more help !!

Review: I PURCHASED THIS GENERATOR 5/12/2015. IT HAS NEVER RUN AT ALL. I HAVE CONTACTED ELECTRIC GENERATOR DIRECT WHICH IS THEIR DISTRIBUTOR AND CONTACTED GENERAC DIRECTLY THROUGH EMAIL. I WAS INFORMED THAT I HAD TO HAVE ONE OF THEIR SERVICE TECHNICIANS EXAMINE THIS GENERATOR WHICH I DID THROUGH A LOCAL BUSINESS (SOUTHERN STATES LOCATED IN WINDSOR, VA.) THE EXAMINER FOUND THAT THE MAIN COMPUTER MODULE WAS DEFECTIVE AND PROMPTLY CALLED GENERAC TO INFORM THEM OF THIS. AT THAT TIME, THEY REFUSED TO WARRANTY THIS PART BEING REPLACED. AS OF THIS DATE I AM REQUESTING A FULL REFUND OF THIS ENTIRE PURCHASE PRICE OF $3156.56. I HAVE LOST ALL CONFIDENCE IN THIS COMPANY AND THEIR BUSINESS PRACTICES AND HAVE DEVOTED AN EXORBITANT AMOUNT OF TIME HAVING TO DEAL WITH THIS PROBLEM AND REQUEST A COMPLETE AND FULL REFUND FOR THIS PRODUCT AT THIS TIME.Desired Settlement: A FULL REFUND OF ALL FUNDS AND GENERAC TO COVER ANY RETURN COSTS.

Business

Response:

Good Afternoon, We have informed the customer that Generac is going to send an authorized dealer on site to diagnose the product. If this is an issue with the generator, we have agreed to cover the repair as a one time concession. The customer has understood that any future repairs will not be applicable to warranty coverage. 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,

[redacted] I am in agreeance with them coming out to re assess generator one of there recommended and authorized repair people has already came out and diag. the issue as a defective control panel in generator needed to to be replaced there was no error in install I followed there recommendations so yes they can come and fix it and I am aware of no warranty afterwards

Review: I purchased a whole home Gerac generator system from my local electrical company and was told that I had a 3 year warranty.The product was having issues from the date of install.It smoked on start up very heavily.Generac was notified that same day and said it would go away.Well 5 months later it did not.After multiple calls and a lot of personal time dealing with Generac's customer service line they authorized a motor replacement only instaed of a new unit.One of the representatives there also said that I should never have called Generac direct but only dealt with my provider.Now once again I am having problems with the generator on start up with backfiring and was told by my provider that it has damaged other parts.The local electrical company is [redacted] in Richmond Va ###-###-####.They tell me that Generac is the sole entity that will decide on wether or not to replace my Generator that is only 7 moths old.I have already lost my power once during this winter season only to have the generator fail and not run more than 2 hours leaving my family in the dark.I feel that this whole situation has been very poorly handled by Generac.I have been given excusess from how busy the company is to how much they have grown and taht all execs are out of town in a conference as to why it has take so long to get a response.I trust that this is not the image the company wants portrayed to the consumer.This whole experince has been very negative and will not leave me with positive things to report on generacDesired Settlement: to replace my current unit with and BRAND NEW UNIT not a repaired or refurbished

Business

Response:

Generac Power Systems would like to thank Mr. [redacted] for contacting us regarding his purchase of a Generac Power Systems residential home standby generator.

The Generac Power Systems Customer Service Department has been in touch with Mr. [redacted] and have reported back that the a resolution has been reached and that this complaint will be closed. We apologize for any problems that Mr. [redacted] has experienced and if any further conversations are needed please do not hesitate to contact our customer service department at 1-888-GENERAC.

Regards,

Generac Power Systems

Review: POWERWASHER WAS DELIVERED BROKEN.I CALLED THEM FOR A WEEK.I WAS GIVEN THE RUN AROUND.I AWAYS. HAD TO TALK TO ANOTHER PERSON.I WAS HUNG UP ON SEVERAL TIMES.ASSOCIATES NEVER GAVE AN EMPLOYEE NUMBER OR LAST NAME.THE ONE WASH 2000-3100 IS MADE WITH A DEFECTIVE DESIGN AT THE PLASTIC WATER INTAKE.IT STICKS OUT PAST THE METAL FRAME AND IS SUSCEPTIBLE TO BEING EASILY BROKEN DURING SHIPPING OR ORDINARY USE AND STORAGE. I WAS NEVER ABLE TO USE THE PRODUCT BECAUSE THIS WATER INLET VALVE WAS BROKEN UPON DELIVERY.Desired Settlement: 100% REFUND FOR PRODUCT AND SHIPPING WITH A LETTER OF APPOLOGY

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 One Wash power washer. The complaint from Mr. [redacted] was sent to our customer serviced department for their review.

The Generac Power Systems customer service department has been in contact with Mr. [redacted] and have informed him that he will be receiving a full refund on his purchase of a Generac One Wash power washer. If Mr. [redacted] has any additional questions our customer service department can be reached by calling [redacted].

Once again we apologize for any problems that Mr. [redacted] has experienced with the purchase of his Generac One Wash power washer.

Regards,

Generac Power Systems

Review: I ordered a generac onewash pressure washer on June 29, 2014. I received an email stating that I would get my pressure washer in 2 weeks. I called after about a week an half since no money had been taken out of my account. They said it would be 30 days, I talked to a supervisor named [redacted] who said it should not take that long and gave me free shipping and said he would check on it. I never heard from them. I called several times. ON Wednesday July 16 I get a call saying they no longer have that model and offered another model which they said was an upgrade. That model is missing the low oil and low water shutoff and led display but has a 100 more psi for same price. I told them that this was not an upgrade. I talked to another supervisor and said that they would have management get back with me. Still no answer so I called today and still same song and dance. I believe this is false advertisement and want the pressure washer I was promisedDesired Settlement: The pressure washer I ordered

Business

Response:

Generac Power Systems would like to thank Mr. [redacted] for contacting us regarding the problems he has experienced in purchasing his Generac Power Systems power washer. The complaint that we have received was shared with our customer service department who has been in correspondance with Mr. [redacted].

The Generac Power Systems customer service department has explained to Mr. [redacted] the circumstances regarding his order and that the product he was requesting is no longer available and a substitute model is being presented to him for his consideration. The Generac Power Systems customer service department can be reached by calling 1-800-GENERAC and this complaint is listed under case number [redacted].

Once again, we apologize for any problems that Mr. [redacted] has experienced with his purchase of a Generac Power Systems power washer.

Regards,

Generac Power Systems

Business

Response:

Generac Power Systems would like to thank Mr. [redacted] for contacting us regarding the problems he has experienced with his order of a Generac Power Washer.

The Generac Power Systems customer service department has been in contact with Mr. [redacted] and has explained that the Generac does not have any of the one wash available as the product has sold out and that his credit card was never charged for that product. The discussion ended with Mr. [redacted] accepting a different model power washer as a replacement with the understanding that he would have preferred the One Wash model.

If Mr. [redacted] would like to try and cancel his order for the replacement power washer he should contact our customer service department immediately at 1-888-GENERAC and make that request. They will be able to inform him if that is still a possibility.

Regarding the One Wash, we understand that Mr. [redacted] did not get the product he had requested and regrettably we not able to provide the item as we no longer have the product available.

Regards,

Generac Power Systems

Consumer

Response:

Review: I purchased a Generac power washer approximately 6 weeks ago. After using it a few times the engine started surging and the high pressure hose blew out. The $300 product is 100% worthless.

These problems were reported to Generac via phone. I was told a new hose would be sent via Fedex. I was told to take the power washer into their nearest service center more than 10 miles away. I was told by the service center this repair would not be covered by warranty and I would have to pay $120. I called Generac again and asked for them to intervene proactively so that I don't have to pay a $120 to repair a 6 week old item and then fight with them to try and get reimbursed. They refused.

I only used brand new fuel in the unit and filled it twice. It's not possible the problems would be related to my use.Desired Settlement: Warranty repair

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 power washer. This complaint has been shared with our customer service department who has informed us that the non-warranty bill that Mr. [redacted] received is being reimbursed to him as a customer concession.

We apologize for any problems that Mr. [redacted] has experienced and if he has any further questions our customer service department can be reached by calling 1-888-GENERAC.

Regards,

Generac Power Systems

Review: Product has not functioned properly/consistently since installation.Contacted customer service on several occasions without any satisfaction.Note: detailed documentation on product service operation and customer service available upon request.Desired Settlement: Replacement of product.

Business

Response:

Generac Power Systems would like to apologize for the problems that Mr. [redacted] is experiencing with his purchase of a Generac Power Systems generator. The customer service department for Generac Power Systems is in contact with the service provider and are pulling together the service records for the generator in question. If Mr. [redacted] would like to provide any service / maintenance records that information would be appreciated as well.

This information can be provided directly to our customer service department who can be reached at 1-888-GENERAC under case number [redacted] or via the Revdex.com under this complaint.

We look forward to providing a more detailed response to this complaint once we have all of the service / maintenance records for this Generac Power Systems generator.

Regards,

Generac Power Systems

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.

Thank you for passing the message onto me from Generac. I did immediately call the number listed and [redacted] answered (the person I started with as my case manager 9 weeks ago). After some discussion she transferred me to [redacted], my new case manager,. [redacted] asked if I had any service records to provide. I told her to please refer to my 6 pages of documentation. She said she still has the documentation. She also said the person servicing my generator sent in all of his service records.

Review: Generac referred me to one of their authorized dealers, Express Electric, to have a stand by generator installed at my home. I paid the installer, [redacted] $9000.00 on 9/29/15. The dealer installed my generator on dirt and a wooden frame. I was recently informed that this is a potential hazard as the instability of this installation can eventually rot and move the generator causing a rupture in the gas line. The generator should have been installed on concrete per a Generac customer service representative.

I telephoned Generac 4 times for assistance in correcting this installation and each time the call was transferred to a line that just rings and rings with no one picking up, but gives an option for a return call. I tried to submit my number twice for a return call but never received any call back from Generac. I submitted a request to the resolution department at Generac to ask for their assistance in correcting the installation SINCE THEY REFERRED ME TO THIS DEALER and I received an email from [redacted] basically telling me that it is not their problem. I think it is a disgrace that Generac refers a customer to the installer and they will not stand by the installation even though they admit it is installed incorrectly and may cause a dangerous situation due to the unstable structure of the generator's makeshift wood and dirt platform on a sloped area.Desired Settlement: I want Generac to contact the dealer and have the installation corrected at no extra charge to me. The sloped area needs to be stabilized with a retaining wall and the proper reinforcement needed for mounting, and the generator needs to be placed on a concrete slab with crushed stone underneath.

Business

Response:

Good Afternoon, Generac has attempted to reach the customer twice on 10/23/15 to obtain further information regarding her installation. Generac is hoping to obtain photos of the generator installation standing 5, and 10 ft away from the generator.Thank you,Generac Power Systems

Business

Response:

Good Afternoon, Generac had a representative reach out to the customer and we have explained that the installer is addressing her concerns with the installation. These corrections took place 11/04/2015.Thank you,Generac Power Systems

Consumer

Response:

Review: We purchased the IX2000 from [redacted] while on a construction site to get some portable power for a shop light and a small drill. It handled the tasks well except the RPM varies a lot regardless of "eco" mode or not. We ran the unit for about 20-25 hrs of total use and brought it back to our office. It was winterized with the fuel drained and the oil changed. It sat there from 2010 till now( Nov 2013). We checked the oil and filled it up with gas. After priming the engine it started right up. Under normal operation the green light should come on a few seconds after startup. Instead it lights up for only a split second and goes off. Then the overload light comes on about 15 seconds later and no AC available. We pulled out a volt meter to verify this and also check the 12VDC out only to find that it was fluctuating between 17 and 23VDC! We checked all the wiring and consulted the manual which states the inverter module needs to be replaced. For no reason, the unit died while being stored! It's almost like there is a time fuse inside that is set to break after the warranty period is up. I called Generac support and explained everything and was told to take it to a repair center and if the tech found that it has very little use and in great condition, he can argue a case with Generac to have the part replaced under warranty as a defective part. Sounded good until I got to the repair company that was listed on the Generac website. The man looked it over, fired it up and tested the 12VDC and the AC. He then pulled up the manual and came to the same conclusion that I did, a new module. I told him about what I was told by generac and he was skeptical. He called his Generac number and told them that the unit is in new condition and has a faulty module. The response...it's out of warranty the part is $500! I bought the generator for that! No options, no consideration, no help at all! The service man even said that he sees a lot of these little units and it's always the same thing, cheap parts and it costs too much to repair. He had 2 of the same models sitting on a shelf that all had the same issues.Desired Settlement: I'm fine with a new module. I don't need a new unit just the part that doesn't work which is the inverter module. I was looking to buy more of these but am concerned as to the quality and reliabilty of the interal parts. I would entertain purchasing more uints if I could be assured they wouldn't have more modules go out with light use. They are at a great price point and a good size and weight.

Business

Response:

Generac Power Systems would like to thank Mr. [redacted] for contacting us regarding the problem he has experienced with his purchase of a Generac portable generator. The Generac Power Systems customer service department has been in contact with Mr. [redacted] and have made arrangements to provide him assistance in having his generator repaired and based upon that conversation we are confident that this complaint has been addressed.

If Mr. [redacted] would like to speak with anyone further regarding this complaint we can be reached by calling 1-###-#######.

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 was contacted by a customer

support representative who was very sympathetic to my issue. She agreed with my

reasoning and said that Generac would without a doubt send out a replacement

part free of charge. I think it is refreshing to see a company stand behind

their product the way Generac did. They could have played the "out of

Warranty" card and been within their right to do so. Instead the did the

right thing and used common sense... something we don't see to often anymore.

Thank you Generac, you have restored my faith in your brand.

Regards,

Review: I've purchased a home generator back in 2011. It took several weeks to receive this product. When I did receive the generator it didn't put out any power. After several attempts to return item the refused the take item back. I've made several trips to their authorize dealer for repairs. The mechanic was in amaze on how badly this unit was put together. After several weeks at the repair shop I was able to take unit home. The mechanic informed me “good Luck”. To make a long story short, the unit has less than hours use on meter and the thing still doesn’t work. Generac informs me that the warrantee on unit is passed by a year. They basically said to bad for you. I paid $1500.00 for something that I can’t use.

Business

Response:

Good Afternoon, We have reffered an authorized dealer to this customer and have asked that he take it in to be diagnosed. Once the dealer reports back to us, Generac will be able to make a decision on whether or not a concession can be offered.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.

Review: Purchased a Centurion (Generac) 3250 portable generator on 12/26/2012. I have only used it 4-5 times at the most. Haven't even run a complete (4gal) tank of gas thru it. Worked fine at first, the last time I tried to use it the circuit breaker (14amp) kept tripping even though I was only powering a 10amp circular saw. Tried it with other tools and it did the same thing. Contacted Generac Customer Support, they told me to take it to Rick's Small Engines in [redacted] since they were the closest factory authorized repair center. Took it there on the 7/23/2013 and was told it would take about 10 days. I contacted them today (8/12/2013 and they hadn't touched it and informed me that there was still 3/4 ahead of mine and they didn't know when they would get to them. I informed Generac Customer Support of the problem, they told me I would have to take it to a different factory authorized repair center. The number I was given proved to have been disconnected. I again called them and informed them of this. They told me I would have to take it to a repair center in [redacted] which is over 75 miles away from me indicating that the problem with service issues might be because I live in a rural area (15 miles from [redacted] home of [redacted], and several other large corporations). While my home is in a rural area [redacted] is not. They also told me that taking it to [redacted] would be at my expense and that I had probably overloaded the generator and the repairs wouldn't be covered under their limited warranty. A 10amp circular saw does not constitute overloading this generator. I spoke with a customer support supervisor during this conversation. I explained the situation completely and gave him every opportunity to reasonably correct the situation before taking these measures which I informed him that I intended to do if reasonable relief wasn't offered. I already have 5 hours of my time plus 3hrs worth of gasoline in taking the generator to Martinsville and then going back and picking it up because they had done nothing. To suggest that I had overloaded the generator and telling me that I would have to make a 150mile round trip 2 times to have the unit fixed is absolutely ridiculous.Desired Settlement: Replace the unit with a new one or refund my money.

Business

Response:

Generac Power Systems has been in contact with the customer and we are currently working with Mr. [redacted] to address his concerns regarding the Generac Portable generator that he has purchased. Mr. [redacted] can continue to work with our customer service department at [redacted].

Regards,

Generac Power Systems

Review: I purchased a power washer in June 2013. It was missing a part- the syphon tube. I called Generac the next day and they said they would send the part. A case was opened- [redacted]. I waited and the part never came. I called 7/22 and they rep had no idea why the part was not send, but she said she would look into it... never heard back. Called again on 8/13 and now the part is out of stock. She claims it will be Oct before they have any update on when it might ship.Desired Settlement: I just want my missing part so I can use my power washer!

Business

Response:

Good Evening,

Generac Power Systems would like to apologize for any delays in getting your parts shipped. The Generac Power Systems customer service department has been able to get your parts shipped to you under the tracking order listed below.

This order has fully shipped via Federal Express with tracking # [redacted].

Regards,

Generac Power Systems

Review: I purchased a Generac Generator from an authorized Generac Dealer and started the activation date of the generator on July 06, 2011. I also purchased a 5 year extended full warranty from Generac to cover this generator.The Generator model is an: [redacted]. This generator is promoted as a standby residential generator, designed specifically to interact with off-grid renewable energy.In July 2013, we had our first mechanical failure that resulted in a shut down and requiring a visit from an authorized Generac repair technician.At this time we were notified by the repair company prior to their visit, that they checked with Generac Warranty Dept. to confirm the generator was under warranty. Generac Warranty Dept. reported that the full warranty had expired that very month, but since it was close to expiration, they would honor repairs this time.I requested from the Generac Dealer who sold me the unit to correct the error made with the warranty dept. to reflect the full 5 year coverage.This did not happen and we have another mechanical failure with the generator. This one happened on November 28, 2013. I then filed a complaint with the complaint Dept. of customer service at Generac.I sent all documents clearly showing the purchase of the generator with the 5 year warranty included. This info is on the Generac Invoice.The person investigating the complaint at Generac told me over the phone, that the paperwork I submitted clearly shows that I was sold the warranty and Generac took the payment of $371.25 for the warranty.The next day, the same person calls me to tell me, sorry I was incorrect. The warranty dept claims they don't offer 5 year warranties on my model. But Generac did take the payment and now I have got to figure out how to refund you.Meanwhile, the repairman returns and they discover a complete failure of the Stator and Rotor. The heart of the equipment.This product is not even 3 years old.Generac sold the warranty to me. It should be honored for 5 years.Desired Settlement: Since a Generac authorized dealer sold the 5 year warranty and I paid for the cost of the warranty and Generac took payment for it, then they must honor the warranty fully.Generac is claiming now, the warranty was sold by mistake. What if no issue had come up in the 5years? They have not offered to refund my overpayment since the purchase. And no one at Generac is even offering to refund my money now. I demand full coverage for 5years.

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 generator. The Generac Power Systems customer service department has been in contact with Mr. [redacted] and Generac is providing assistance with the repair and has requested reimbursement on the extended warranty that was never assigned to the generator.

Generac Power Systems would encourage Mr. [redacted] to contact our customer service department directly by calling 1-888-GENERAC if he has any other questions or concerns.

Regards,

Generac Power Systems

Review: We purchased an automatic generator with the thoughts it would give us piece of mind when our power would go out when we were not home and that it would kick on and run our sub-pumps so as our basement would not flood out. After the first year of having the product on multiple self test it would error out and have to be reset - when the power would go out it would not start on its own - we would have to hook up our portable or self start the automatic one. We would not have invested in an automatic one if we always have to self start it. We submitted a claim before the warranty ran out - we received slow responses - the warranty has now run out so they don't want to do anything even though the first claims were well before it ran out.Desired Settlement: In the beginning we were just looking for a possible extended warranty - we have now added more issue since the initial contact - we now would like a replacement - we feel this one was a bad unit off the production line.

Business

Response:

Generac Power Systems would like to thank [redacted] for contacting us regarding the problems she has experienced with the purchase of her Generac home standby generator. The Generac Power Systems customer service department has been in touch with our service provider and have been informed that the problems have been corrected at no charge and the unit is operational.

Should [redacted] have any further questions or concerns the Generac Power Systems customer service department can be reached by calling 1-888-GENERAC.

Regards,

Generac Power Systems

Consumer

Response:

Review: I purchased a Generac standby 16 KW generator on April 2015. I installed this myself with the proper permits. While programing, the generator I noticed that when I tried to set the time delay function,(how much time allowed from power failure to generator start up) that I needed a dealer password to set it. Factory setting was way to fast (10Sec.) I contacted Generac who refused to help me and after filing claim #[redacted] was told to hire one of their tech/ installers to change that. The cost told to me by the local Generac dealer was $180.00 plus tax each time I called to make a change. To conclude, I do not believe this practice of protectionism for their technicians is fair or legal. When I purchased this unit Generac never stated in their advertisement or anywhere else that I would need to hire an installer to change simple settings on the generator or I would of simply shopped for another brand. I should not have to pay someone for something that I own and paid for and are capable of doing myself with the press of a button.Desired Settlement: I just want Generac to give me the passcode or pay the $ 180.00 fee for the local tech to come out and press a few buttons. I have already spent over $4,000.00 to set up everything.

Business

Response:

Good Afternoon, Generac has been in contact with the customer directly and have come to an amicable solution for him to obtain the requested information. If the customer has any further questions or concerns we are happy to address them at that time.Thank you,Generac Power Systems