Generac Power Systems, Inc.

Good Afternoon, Generac has been in direct contact with this customer to obtain the documentation needed for the rebateThis complaint can stay open until the customer receives the check, however, we have assured him that we will walk this one through the process until
full resolution is reached.Thank you,Generac Power Systems

Good Morning, Generac has been in direct communication with this customer regarding her request for compensationGenerac has sent a letter of denial to this customer dated on 10/04/explaining that there was no manufacturing defect found with the product and was
operating as designedFor this reason, Generac is not able to participate in her request for compensationFurthermore, the warranty provided with the generator excludes coverage for any consequential damagesThank you,Generac Power Systems

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to meIt is unknown at this point if it is the faulty installation by *** Electric, an authorized Generac dealer and serviceBy the way, we were charged $for the installation and it took trips to CompleteRocky Mountain Power should be arriving either wednesday or thursday to repair unit, hopefully they'll check the wiring and correct any wrong wiring so we can finally put this behind us. We've been in warranty since we bought the unit, would be great to not have to worry about power, Very Stressful
Regards,
*** ***

Good Afternoon, While looking into this situation further, we were able to determine that this customer did have a starter replaced by an independently owned and operated servicing dealer on 10/15/The customers warranty for labor had expired 01/18/2012, and parts had expired
01/18/Due to the warranty being expired, along with the repair taking place over four years ago, we are unable to assist financially with the current starter replacementIf the customer is concerned about the work performed previously by this independently owned and operated dealer, we would ask that he contact that company directlyThank you,*** ***Generac Power Systems

Generac Power Systems would like to thank Mr*** for contacting us regarding the problems he has experienced with the purchase of his Generac generator. This complaint has been reviewed previously by our Generac Power Systems customer service department and our management team
The
generator in question was sold by Generac Power Systems in and was purchased some years later by Mr*** in 2011. The generator was installed and according to the complaint has had fuel related problems and ignition repairs in the past couple of years. The repair notes from the service provider have indicated that the generator when installed did not have the proper size pipe for the gas line and inches of water column, it does appear that was corrrected but does not indicate how
Generac Power Systems has previously shared with Mr*** that we are not able to replace a generator that was purchased from Generac Power Systems approximately years ago and was sold as is to him by a third party who had possesion of the generator for years prior.
We would encourage Mr*** to follow all installation and service work recommendations from the authorized Generac service provider in an effort to get the generator operating properly. The Generac Power Systems technical support department has been in contact with the authorized service provider and will continue to offer their assistance to that service provider if needed
Once again, we apologize for the problems that Mr*** has experienced but we are unable to provide him with his desired settlement
Regards,
Generac Power Systems

Good Morning, Generac has reached out to this customer directly and we have come to an amicable resolutionThe customer has been provided the resolution specialists information should he have further questions or concernsThank you,Generac Power Systems

Hello,Generac has been in contact with the consumer, received the proof of purchase for the products/registered the units, and sent the parallel kit to the consumer as a one-time concession.Unfortunately, Generac Power Systems does not control what accessories distributors have stock in, nor would
we know if a distributor was out of stock of any itemsIt is the responsibility of each distributor to maintain their stock as necessary per their sales.Regards,Generac Power Systems

This generator has had a problem with the control board since the day I moved into a newly built home in 2011....it took over a year for Generac to acknowledge the issue of the battery charger on the controller was not working.Finally they replace the controller under warranty in late Now it's several years later and the same issue with the controller board and the battery charger.After speaking to several dealers I was told it was a common problem and that now there is an UPDATE kit that takes care of the issue.I had to spend $for just the part to replace the prior defective one....is this the type of problem I will have to face every few years with this poorly manufactured/engineered product? Generac needs to take responsibility for their failure .I will be reaching out to see if other customers have had the same issueShould I have a problem with this controller again I will just buy a new generator instead of replacing it with more Generac junkBottom line is they need to stand behind what they manufacture

On Wed, Sep 17, at 4:PM, *** *** *** *** *** wrote:You folks are amazingStill waiting for unit though.*** *** *** ***
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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. With the following comments: Generac really needs to come up with a plan to make customer service a priorityThis issue with Generac's Authorized Dealer installing a damaged generator should have been handled by Generac without me, their customer, having to spend the amount of time I did trying to get the issue resolved with no response from Generac until the Revdex.com got involved
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 ***. Generac, via MobileLink, did send me a replacement transmitter, which I will have installed in October, per my agreement with *** of MobileLinkAt that time, MobileLink will activate monitoring of my generator and I will pay the one year monitoring fee less the cost of months of monitoring (because MobileLink did not monitor my generator from July, through October, 2017) all as agreed with *** of MobileLinkBased on this information and commitment by me and MobileLink, I accept the Generac resolution.
Regards,
*** ***

Dear Generac,
We live in a very remote area and the dealer live in s totally different part of the country . For some reason our generac 12 ks stopped working . We called the dealer and they came out on a Saturday reaching around noon. They discovered we needed a pert and their parts department closed noon. We called the dealer who told us he could work on it any more do to labor laws and that his employee had worked his quota!Another words a wasted trip that cost us $800 each service call . Our gererac was installed 6 months ago and they are saying we are not under warranty due to the generated hours ran . Can you please explain how your Gaurentee works ? The service man left very quickly and we do not know what was wrong with generator or what part it needed and if they are fixing it . No one is answering the phones .The man showed me the part and then left . We understand it’s a weekend but the customer communication is horrible . We thought we were dealing with s reliable company with customer service !

Revdex.com:
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.
I have not received a phone call which I picked up and then hung up and I have the phone records to prove it. If there is a specific phone number other than Generacs support line that I can call I will be happy to call it.  I wanted to discuss the details of the issue on the phone since I had already sent the information in the first email that I sent to Generac Support. But, I have included a copy of that email in the attachment section of this response. The generator instructions have two conflicting startup requirements which, either way might resulting in me violating the warranty. The issue is not about any confusion on my part as to how the generator works or how to start it. I would genuinely like to have a short discussion with Generac support to resolve this issue and use my generator. The reality is, and I am sure that Generac Company is aware of this, that the generator is a high cost item for our budget but non-returnable.  I feel that I have been placed in a untenable position. Please help to resolve this issue. 
Regards,
[redacted]

[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 [redacted], and find that this resolution is satisfactory to me. 
Regards,
[redacted]

[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 [redacted], and find that this resolution is satisfactory to me. 
Regards,
[redacted]

Hello,While Generac manufactures the product, the consumer would need to contact the independent company that is working on installing the cold weather kit to come and complete the job. If the consumer is not satisfied with the independent company's work, they are welcome to reach out to another...

entity, or install the cold weather kit themselves.Generac

[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 [redacted], and find that this resolution is satisfactory to me. As I said before, I will not operate this generator in any way contrary to the instruction manual and warranty. Regards,[redacted]

Hello,Unfortunately Generac Power Systems does not know were a product being ordered will ultimately end up being installed, when an order is placed. There are distributors here in Wisconsin, that sell units to consumers in California, to New York, and sometimes other countries. We certainly do...

 recommend a consumer living in a salt-water environment both properly research the product they are buying, as well as purchase an aluminum enclosure generator, as steel will rust quickly.Unfortunately as the consumer has previously been advised, Generac Power Systems is unable to participate in their request for out of warranty coverage assistance.Best Regards,Generac Power Systems.

I would expect Generac to make any adjustments to me based on me having to deal with the situation of receiving a faulty product on a brand new out of the box generator, then getting a faulty product to replace it with, and then having to wait days for the third product instead of it being...

expedited. In addition to this I had to deal with the absolutely horrible customer service they provided.

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