Generac Power Systems, Inc.

Good Morning, After thorough review of the customers repair history, we have made the decision to replace the customer's generatorWe have been in direct contact with the customer in regards to this and he can certainly contact us directly with any further questions or
concerns.Thank you,Generac Power Systems

I was asked about the progress of this complaint, I expressed the truthYes I understand what I agreed to, doesn't meant I have to be happy about it when it's my ONLY optionEvery community leader and business leader we've spoken to agree we've had poor service, doesn't take a rocket scientist to see this, all you need to do is look at how long this issue has gone on and where we are at almost a year later, STILL at square oneThis isn't an empty critique, this is all based in fact and documented from day oneWe're just stunned, stressed and hopeless, thank you Generac.
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,
*** ***

A copy of the response Generac has sent to Mr*** is listed below along with an attachment addressing each one of his concerns.
Dear Mr***:
Thank you for your recent
correspondence inquiring about a number of discrepancies that you felt are
present in the owner’s manual
provided for your GP 7500E
We have reviewed your concerns and have
provided detailed responses to each specific concern in the enclosed
attachment.
To summarize briefly, while there is
one small and not material error, the manual is both accurate and clear with
respect the majority of issues that you raised
With respect to your request to provide ‘a trade at no addition cost
to me’ into a XP 700E, I am sorry but we will not be able accommodate
you in this request
Regards, *** ** ***
*** ** ***

Hello, Generac has been in communication with the consumerThe order was placed by our customer support department on Tuesday, and the order is being expedited for him. Regards,Generac Power Systems

Hello,Generac has been in communication with the consumer, who had advised us that he had used the pump and then stored it for the winterWhen he pulled the pump out to use it again, it wouldn't workHe had taken it to a dealer, who had removed build up and debris from inside as well as replaced
spark plugs (maintenance item as outlined in the manual).Due to the above information being provided to Generac by the end consumer, and as the independent technician reviewing the pump determined the repair was not a result of a manufacturing defect, Generac will not be participating in the end consumer's request.Regards,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 never said the generator was not maintained! It has been breaking down since it was installedI want to hear the recording where I said It wasn't maintained! I will be sure I let my friends and family and the Veterans Administration know how much they care! I will forewarn them of the maintenance they haveI've spent over $since October 2017! if something isn't running how do you maintain it!?
[To assist us in bringing this matter to a close, we would like to know your view on the matter.]
Regards,
*** *** ***

Good Afternoon, Our records indicate these parts were delivered 12/14/via UPSThank 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
[To assist us in bringing this matter to a close, we would like to know your view on the matter.]That's all it was a response to the Revdex.com, they have not responded to me via email or any other communication to confirm and send the warranty certificate to me as of this writing, until that time, which already has been overdue, they need to expedite this matter as priority It's useless until I receive the confirmation from General corporation
Regards,
*** ***
cc: *** * *** ESQ

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
[The fact they started offering the aluminum case really shows they should have issued a recall or at least extend the warrantyAs the end user I had no idea what frame the generator came withThe fact Generac shipped to my address in Florida, they should have instructed the certified installer that the generator would not hold up in the installation areaAnother fact being ignored is why the inside rusted out but the exterior is perfect.]
Regards,
*** ***

Hello,If the aluminum enclosure was not available at the time, then it would not have been possible to provide a generator with aluminum enclosureThe consumer is stating they were aware they were purchasing steel at that timeThe consumer had the option to select from other manufacturers as well.This unit is beyond the warranty coverage and as such, Generac will not be participating.Regards,Generac Power Systems

Good Afternoon, Generac has reached out directly to this customerWe have offered to cover the part cost itself as an out of warranty concessionThe customer has agreed to contact Generac directly when he decides whether or not he would like to proceed with the repair of his
generator.Regards, 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 want Generac to replace the generator, they’ve had plenty of time to get it fixed and haven’tWho does business like that? And I still don’t know what’s wrong with it and either do theyThe repair place has never worked on a Generac generator beforeJust find out if they will replace it so I have a generatorPlease let me know what they are going to, Generac will not get back with me
Regards,
*** ***

Good Afternoon, Generac has been in direct contact with the customer and he has agreed to accept the settlement amount of $1,which represents his 2 IQ Portable Units and Parallel Kit.Thank you,Generac Power Systems

Generac at their expense sent out a certified Generac dealer to review the situationThe dealer found the following: -The portable generator is working as designed and there was not a defect found with the product-This unit has been directly wired into the house panel which is a violation
of electrical code-The service neutral is corroded; split circuits are sharing the same phaseThe electric plug into the house is also extremely corrodedGenerac also obtained photos to substantiate these factsGiven the above, Generac is unable to accommodate the customer’s request for reimbursementWe have also suggested to the customer that they contact an electrician regarding the several violationsThank you,Generac Power Systems

Hello, Generac has been in contact with this consumer and has resolved his concerns, and replaced his mobile link as a one-time consumer concession. Regards,Generac Power Systems

Generac Power Systems would like to thank *** *** for contacting us regarding the problems he has experienced with his purchase of a Generac Power Systems home standby generator. This complaint has been reviewed by our customer service department and our management team and the decision
has been reached to replace this generator for Mr*** ***
The Generac Power Systems customer service department is currently working with our authorized service provider and our shipping department to get the proper documentation completed so we can send out the replacement generator. This information has been shared with Mr*** and our customer service agent will keep in informed throughout the replacement process. If Mr*** at any time would like to speak with our customer service department he can contact us at 1-888-GENERAC and this is documented under case number ***
Regards,
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.My view on this matter is simpleMy system is having massive failures due to extensive corosion These systems cost in the ballpark of $40,to install There is no reason to have to invest another $in steel and frames due to rotting Toyota is a great example They noticed frames rotting on their vehicles and offered replacements even though the warranty was gone It was their way of standing behind their product and admitting that those parts shouldn't have failed I'm asking the following While I am out of warranty I'm asking generac to assist me in replacing very expensive components that prematurely failed due to the simple fact that the steel was poorly made and defective Please stand behind your product that cost a household $40,to install Please accept responsibility that it is wrong to ask a client that has meticulously maintained their generator to spend $in frame repair Please turn this into a positive situation by making up for when your product fell short Your slogan is reliable dependable...we promise I'm calling on you to come through on that promise You also guarantee durable powder coat on your website Properly powder coated steal does not fail like this and I request Revdex.com to look into that Revdex.com, this is a lie that it was durably powder coated the product is not properly advertised Please just help me with the cost of replacement parts Due the right thing and gain a client for life My request is beyond simple and reasonableYour reply will be posted to social media along with pictures of my unit You can easily turn this into a big win for you
Regards,
*** ***

Afternoon The customer was contacted by Generac and a complete list of additional parts were sent next day airThe customer has finished assembling his product and has indicated to Generac he is satisfied.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
Me, carrying around a 300lbs of metal to find someone to turn it into an electric generator is out of questionHaving wheels does not make this product portableOnce again, Generac does not offer any solutionsThis is a BRAND NEW product, never usedIt arrived defective and Generac or their sales partners should accept customer's returnI am NOT asking Generac to make this product workI DO NOT WANT a generator that fails out of its shipment box
Regards,
*** ***

Hello, We have been in contact with this consumer and have come to a resolutionWe are in process of working to get the unit repaired, and have also been made aware (from information provided by the consumer) that these failures have been a result of improper wiring from
installationRegards,Generac Power Systems