Generac Power Systems, Inc.

Good Afternoon,  Generac did attempt to contact this customer on 12/18, however, we were not able to connect with him. We have also reached out to the authorized servicing dealer on two occasions to gather further information on the extended warranty that Mr. [redacted] purchased directly from that...

company. The telephone number that Generac has on file is not for the customer directly, however, his work phone. Once we speak with the customer to gather further details we can better advise on this situation.Thank you,Generac Power Systems

Hello,Generac Power Systems, has been in communication with this consumer, and provided the resolution of the request being made. The consumer has been provided with testing results of what he claimed to be a defective product, showing that the product was not defective. The consumer also was...

provided with the warranty statement (available on our website for any consumer to review prior to making a purchase during the research process).Generac Power Systems, advised the consumer in writing that we could not continue communication with the consumer, as he advised via email that he has an attorney. Our response was to promptly provide him with the address for his attorney to contact our legal team.As Generac advised the consumer, the product was tested repeatedly, in a standard scenario, as well as what the consumer described, and the equipment did not fail. Generac has also provided the consumer a copy of the warranty statement (all documents are attached for the Revdex.com to review), outlining that Generac does not cover consequential damages. Regards,Generac Power Systems.

Better Business...

Bureau:
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 am in deed looking for a reimbursement of the service charge from thier first vendor I took it too (which I found on their website), and a repaired or replacement generator that works. 
Regards,
[redacted]

Hello,One of our customer support supervisors will be in touch with the consumer today.Regards,Generac

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.  A refund was a "best case senario", what I want (and always have wanted) is an authorized repair service to analyze and fix my generator.  I traveled over 2 hours to the only source finally given me by Generac.  I am awaiting the outcome/repair and any costs involved before I can get closure and put this situation beind me.  
[Awaiting repair and any costs involved.  Had to travel over 2 hours to authorized dealer/repair shop. I never expected a refund from Walmart, they are not the manufactures of the product.]
Regards,
[redacted]

Hello,Generac has been in contact with the consumer. The consumer has advised us that he is not looking for a refund, however wanted to have his unit repaired. We have shown him how and where to find a servicing dealer in his area. Regards,Generac Power Systems.

Hello,Generac has reached out to the consumer and advised that as they are 4 years out of warranty and as the two repairs were 6 years apart, that we would not be participating. The consumer as threatened us with social media and a class action. Unfortunately again for the reasons stated above,...

we will not be participating.Regards,Generac Power Systems.

[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.  Generac has resolved my issue and I'm satisfied.Thank you

Hello,Again as outlined in our owner's manual, the break in oil must be SAE30. After the break in period is complete, you may use full synthetic oil; and reference the oil chart that is in the maintenance section of the manual.Regards,Generac Power Systems.

Hello,This consumer has advised Generac via writing that if the independent dealership did not have the unit repaired and returned by 1-12-2018, that they would be pursing legal action. As a result, Generac is unable to correspond further with the consumer, as we would need to be in contact with his attorney, in order to obtain authorization to discuss the case further with this consumer.If the independent dealership is not performing as the consumer would expect, they are always welcome to take their product to another independent dealership. Regards,Generac

Hello,I attempted to reach the consumer via phone, however they picked up and hung up. There is no activation code for a portable unit, so the consumer doesn't need to enter anything into the control board of the unit. We do provide step by step instructions on how to start the units, along with...

pictures, however if the consumer is still having difficulties, he would need to reach out to an independent dealership in his area. The independent dealers can come to his home (he would have to pay) or he could take his unit to them, so that they can show him how to operate it, if the consumer needs more hands on assistance.Regards,Generac Power Systems.

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.
[To assist us in bringing this matter to a close, we would like to know your view on the matter.] Hi, I can be reached at ###-###-####. Additionally I have attached the bill to support the claim and have email correspondence on the back and forth.
Regards,
[redacted]

published review 4/30/18
I can’t believe they sold me a lemon!, I purchased a Generac standby generator from Jones 2 1/2 yrs ago. It stopped working with only 38 hrs of usage, barely use! They came and did a diagnostic. It was a bad rotor, they said that the parts was cover by Generac but I have to pay the labor, total cost was $2,700. Almost the price of the generator ! I should of done my research on Generac before buying! Go to consumer report, people complain about the same issue with the rotor.Shame on jones for purchasing from Generac and selling to its customers. Don’t think about purchasing a Generac whole house generator unless they offer you a 5 warranty! What a rip off!Generac should be sued and jones also for not standing up for its customers and providing defective products for its customers.

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.
[To assist us in bringing this matter to a close, we would like to know your view on the matter.]This is the 2nd controller that has failed to operate 6 months after the first controller! In addition, the first time took almost 2 months and the second time, 9 days! Generac clearly advertises that their generators provide peace of mind to the customer. The Generator DOES provide peace of mind to the customer WHEN THE GENERATOR IS WORKING! The problem is, this beast has gone out TWICE IN LESS THAN 18 MONTHS and took very long to repair (And the Geographical Location of the Generator was not in a catastrophic or crisis situation at the time the controller went out!) How long would it take Generac to repair this acquisition in a crisis situation? If this was a small Generator I would not be as concerned, however, when a customer pays the amount of money I paid for this "Peace of Mind Generator", the main brain controller should not be going out every 6 to 8 months, especially when there is no contingency back up on the acquisition when it goes out! The warranty is limited for 5 years. What happens then? I am anticipating that when the warranty goes out, in addition to paying a massive amount of money every 6 to 8 or 9 or 12 months for the controller it way take another week or 2 or longer to repair!Request a full investigation on these controllers and request them to be fully tested for longevity. Myself nor anyone else should be concerned for a product they purchased to provide peace of mind as advertised by Generac, especially when the decision is made to purchase this very expensive acquisition. In short, I want Generac to investigate the controller for this particular generator and correct this problem so it does not happen in the future. The acquisition is totally counterproductive if the consumer has to replace a controller that is going out every 6 to 8 months! This has happened twice. If this happens again, I will request Generac do the right thing and get this Generator off my property with a full refund. This has really put allot of stress on me and I was less stressed before I purchased this product.
Regards,
[redacted]

Please note Generac has made no afford to get this resolved They are very good at giving lot of lip  but no resounds no mater how they want to spin this They don't want admit they have a build  generator thats a lemon... [redacted]

Generac Power Systems would like to thank Mr. [redacted] for contacting us regarding the problems he has experienced with the purchase of his Generac home standby generator.
The Generac Power Systems customer service department has been in touch with Mr. [redacted] and has reported that the geneator is running and that the remaining parts needed are on order and will be installed as soon as they arrive.  The service provider ran the generator for more than 30 minutes and conducted several transfer tests as well.
We understand that we are not finished with this complaint until all the parts have been replaced on the generator and will work to finish the repair in a timely manner.  Once again we apologize for any delay in responding to this complaint and are confident that the proper steps have and will continue to be taken to resolve the concerns of Mr. [redacted].
Regards,
Generac Power Systems

Good Afternoon, Our resolution department has
reached out to the customer, however he has not returned our message as of yet.
Generac Power Systems, Inc. does test every product for quality control before
it is loaded onto a truck for delivery to ensure that the product is working
and that there...

is no damage to the unit.  Once a product is loaded onto a
truck for delivery Generac has no control over said product, which is why we
refer customers with freight damage to either the independent dealer or the
freight company. Generac is willing as
a one-time goodwill concession to send out both the roof as well as the mainline circuit
breaker assembly (the side panel) at no charge, however, Generac is not able to cover the labor involved to replace these items.Once the customer decides whether or not he would like to proceed with this offer, we ask he contact Generac directly so we can coordinate the shipment of parts.Thank you,Generac Power Systems

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.
[To assist us in bringing this matter to a close, we would like to know your view on the matter.] I was contacted on 1/28, msg left on answering machine. Never contacted on 2/1. I called today and left message. I am not satisfied with a generator that worked less than 40 minutes and broke down. Even though it just got repaired after over a month, I don't have assurance that this product won't fail in near future. I need assurance from the company about there defective manufactured product and need them to support it or replace it with new generator. 
Regards,
Sandeep [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]

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