Generac Power Systems, Inc.

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,

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: 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: 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.

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 !!

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.

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: 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: 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: 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: 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 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: 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 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

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 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: 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: 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'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: 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,