Generac Power Systems, Inc.

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Revdex.com:
I will accept the year extension as that was told to me via phone conversations.I am dissapointed in *** *** response as she is taking into account only email, and not the entire conversation(s) I have had with Generac.I am excepting generacs year extended warranty but would like you to know the following:My generator was down and off line for weeks starting on Memorial Day This was entirely due to generac The authorized support person/company that generac chose to contact me for the initial purchase and install had so many problems with generac that they were very much frusterated themselves The generac dealer and myself were told that a needed replacement engine had indeed shipped to my location for the repair of my generator Generac even said it was verified that it shipped back in MAY It really did not ship untill weeks later For weeks, generac had been telling us statements all along Then, before the new engine was started for a test run, The dealer had to replace the stator and rotor as they were bad as well Generac did not send out the parts right away After MANY phone calls and emails from both me and the generac dealer/support person, it was worked out that generac would extend my year warranty to year extended warranty due to all my troubles The extended warranty never came, and every time the dealer and myself would call or leave email to generac, we were both ignored with no responses.I wish *** *** would contact my authorized installer/support dealer herself to hear from them personally all the details of the troubles I have had before I contact the VP of customer service/support Lets get everything out on the table so this can never happen again !

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

[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me.
Regards,
** ***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below
[To assist us in bringing this matter to a close, we would like to know your view on the matter.]I used their installers and their equipment and I assumed it would be installed correctly and it would function correctlyI signed the contract to buy and install the product and was never made aware of their warranty exclusion until after there was a problemSomething went wrong and a lot of my personal property was damaged and it did in such a way that it could have resulted in my home erupting in fire. I engaged Generac and as a result my property was damagedThe exact cause is Generac’s problemAll I know is their business caused me damagesTheir warranty states that not all jurisdictions allow the exclusions they state in their warrantyI live in CaliforniaNot Wisconsin.
Regards,
*** ***

[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me.
Regards,
*** ***

Hello,Generac is happy to stand behind our products using the warranty that is providedThis warranty outlines that the consumer is responsible for covering transportation if they live in an area where there are no authorized independent service centersBoth the warranty statement and a list of dealerships outlined by country/zip code are available for all consumers on our website prior to purchase.If the consumer is looking to have this replaced locally by a non-authorized person, they are welcome to do so, however there would be no warranty assistanceThis would mean the consumer would need to order the parts from www.ordertree.com.Generac is more than happy to cover the parts and labor under warranty for any failure deemed a manufacturing defect, however that would need to be determined by an independent authorized dealership, who would then need to do the repairThe costs associated to fly a technician over to where the consumer is located, are also the responsibility of the consumer, as outlined in the warranty statement.Regards,Generac Power Systems

Hello,The consumers are well aware that this unit is out of warranty, furthermore the consumer admitted on a recorded call to not maintaining the unitGenerac went above and beyond to help this consumer, even though they had not properly maintained it as a good will concessionGenerac will not
continue to offer out of warranty assistance and have advised the consumer of this repeatedly.Regards,Generac

Hello, Generac spoke with this consumer this morning to discuss his Revdex.com of Wisconsin complaint #***He accept** our one-time concession offer for two (new) IQunits and a parallel kitWe advis** him at this time the units and parallel kit are out of stock but
once we obtain the tracking information that we will send it to him. The consumer is having the units shipp** to his wife’s work location so the units are not sitting on his porch as he doesn’t want anything to happen to them. The consumer was satisfi** with the resolution provid**.Regards,Generac Power Systems

Hello, Our resolution department will be reaching out to gather information from the consumer via email(within business hours), as the phone number listed was only a partial, therefore we are unable to contact the consumer via phone.Regards,Generac Power Systems

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Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me as long as the repair is done at no charge to the customer . I have not yet received the repaired washer, still waiting repair
Regards,
*** ***

Good Morning,Generac had been in direct contact with the customer regarding his concernsGenerac has asked for the customer to contact an authorized dealer in order to properly diagnose the generatorOnce a Generac authorized dealer has made a diagnostic, we are happy to review his case at that
timeGenerac is not refusing to replace a part under warranty, however, we do require an authorized service dealer make the diagnostic and repair if there is a manufacturing defectThank you,Generac Power Systems

Good Morning, Thank you for your patience while Generac reviewed the customers concernsTo clarify, the customer has requested for Generac to replace his generatorAs a result of our review, we have made the decision to repair the customer's generator per the warranty that was supplied with the
product upon purchaseGenerac is confident in our authorized servicing dealers ability to repair the productGenerac must respectfully decline the customer's request to replace his generatorWe will ensure this repair is completed in a timely and efficient manner. Thank you,Generac Power Systems

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

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below
I do not accept their statementThe unit was ordered direct from GeneracAt the time they did not make an aluminum 20KW unit.It was shipped directly to my home address in Florida where it is installed so they knew it was a humidity and salt air areaIf the unit wasn't made for this environment that should have been statedThe fact they now make an aluminum unit to solve this problem indicates they are aware that the steel units fail prematurelyI have a year warranty that does not cover rustWithout replacing the cabinet interior the unit will literally fall apart soon. The attached pictures show no rust on the exterior but certain parts internally have failed due to rust indicating certain metal parts were defective as everything did not rust inside, only parts. this is one of two emails due to the size of the attachments *** ***###-###-####

[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me. I appreciate the efforts in reconsidering their position and coming to an equitable solution
Regards,
*** ***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below
Yes, they did 'hang another part' on the Generator -at their cost, but only time will tell if it corrects the issueWe have had other 'parts' hung before that they thought would fix the problem only to have it happen again in a monthUnless we go over months or more without any codes being thrownI will not feel comfortable yet with the unit
[To assist us in bringing this matter to a close, we would like to know your view on the matter.]
Regards,
*** ***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below
Thank you for passing the message onto me from Generac. I did immediately call the number listed and *** answered (the person I started with as my case manager weeks ago). After some discussion she transferred me to ***, my new case manager,. *** asked if I had any service records to provide. I told her to please refer to my 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
Bottom line, she said she was sending *** from *** *** to exam/recommend status of the generator
My feeling is, the run around and delays continue
Again, your involvement is greatly appreciated. At least now I'm getting some considerable response. I will keep you updated
Regards,
*** ***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below. This is unacceptable and Generac is taking no responsibility for a fire caused by their required "cold weather kit" which started on fire and destroyed the generator, we are very fortunate that it didn't destroy our homeOur offer was well within the "fair" boundaries and should have been immediatly accepted by the GeneracOur offer didn't require any cash outlay or shipping costs, the only thing they would have been out was the "profit" on a new generator, what an unreasonable company.Revdex.com thanks for your attempt at help with a company which is obviously not consumer targeted or friendly towards a home owner. I want to Thank the Revdex.com for a fine effort in dealing with a really poor company
Regards,
*** & *** ***

[A default letter is provided
here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me.
Regards,
*** ***

They have had a repairman from try star in St croix who concluded same thing as the generator repairman who worked for import supply here who repairs generic house units not portable units the power head was faulty I have been through two cat hurricanes and I purchased another kw and have been using it since October with no problem I am asking them to send me a power head at their cost is less than or so I paid for a product that is not working Maybe they can reumbursr me my and we will call it even I have asked them to send power head and the warranty endsRespectfully *** ***