Generac Power Systems, Inc.

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 reviewed the response made by the business in reference to complaint ID [redacted]. The service provider has not yet viewed the defective unit. In addition I have forwarded photographs of the damage to Generac. I look forward to a satisfactory resolution.
Regards,
[redacted]

Hello,Generac Power Systems has confirmed that the power washer had been shipped to the incorrect address. We have also been in contact with this consumer to update him, as well as advise him that a new order was placed and that the unit would be shipping to him directly. This order was placed on...

the 9th. Regards,Generac Power Systems.

Good Afternoon,      The warranty on this customers product expired on 07/19/2014. Generac does not have documentation of this customer having this issue while in the warranty timeframe. Due to the length of time the product has been outside of warranty, Generac will...

not be able to offer an out of warranty concession towards the cost of repair. We suggest the customer to continue to work with an authorized servicing dealer should they choose to have the repairs made on their product. Thank you,Generac Power Systems

Good Afternoon,   We have gotten the customer in contact with a new Generac Authorized dealer. We have also commited to him we would like to make a concession to cover parts and labor for him outside of his normal warranty coverage. We will follow up with the customer to ensure the repair goes smoothly.Thank you,[redacted]Generac Power Systems

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

Good Afternoon,     We have attached a warranty statement that outlines the type of application the customer is using the product for. As stated in the warranty, this application is not covered under the warranty. At this time Generac will not be able to cover any repairs...

that might need to be completed on this portable generator. If the customer is having a difficult time locating a dealer, we have provided a few below:[redacted]
[redacted]###-###-####[redacted]
[redacted]
[redacted]###-###-####Thank you,Generac Power Systems

Good Afternoon,      Generac cannot dictate the pricing a dealer charges a customer for services, we also cannot control their response time on a service call. As stated in a previous response, our dealer base are all independent companies and Generac cannot control their business practices. We have certainly documented the case and customer concerns in out internal system. Should the customer wish to discuss this further, he may certainly reach out to the resolution specialist assigned to his case. Thank you,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. 
Regards,
Tracy Watkins

Hello, Generac has been working with a certified electrician, and has been provided the following feedback:-Back feeding is possible since the generator and the main breakers are counting on manual process and correct sequence.-We cannot confirm that the main was turned off.-corroded neutrals can create arcing.-adequate power is not being distributed to the home.-circuits on same phase,"unbalanced panels" created issues within the home (i.e. you have 50 amps on one leg and 30 amps on the other leg, one side will run hotter and put electrical/electronics/appliance-service entrance cable corroded, cause overheating and short circuiting-the electrician was in full agreement with the independent dealers recommendation, this should be cleaned up by an electrician, as this could happen while on generator power or utility power. With this information confirmed by multiple sources and technical / electrical expertise, Generac Power Systems will stand behind our decision to not participate in offering assistance. Regards,Generac Power Systems.

Hello,Generac Power Systems has sent a letter in the mail as well as an email with her warranty adjustment. As we previously explained to her multiple times, this was a large promotion, so all of the warranties were applied in mass batches, as to not bog down our warranty department.  All warranties have full coverage for the first two years, therefore nobody would have been negatively affected by our warranty department uploading these in groups.Regards,Generac Power Systems

Good Afternoon,      While we do understand the urgency of having the product repaired as quickly as possible, we are unable to gaurentee a repair within 24-48 hours. This is due to factors such as parts availability, the dealers schedule, along with the customers availability. Generac has documented the customers concerns in our internal system and should he experience issues we are more than happy to assist in expediting repairs on his behalf. Thank you,Generac Power Systems

Good Afternoon,      We do apologize that the customer experienced issues with the control board on his generator. Generac does not have the expectation that the generator will continue to require control board replacements every few months. Generac determined that the last...

control board replacement was simply a control board that had been bad right out of the box, and there was not any other underlying issue with the generator causing this to happen. Should the customer have any further questions or concerns he may call Generac and reference case number 5005421.Thank you,Generac Power Systems

Good Afternoon,      Generac has confirmation from an authorized dealer that the customer was at home when the dealer did a transfer of power to show the customer that the product is working as designed. The dealer did make the recommendation of moving the external fuel regulator further away from the generator. This is an installation related issue not involving the product itself.  If the customer has further questions or concerns we do encourage her to reach out to Generac directly. However, if the customer is being represented by an attorney we can no longer have direct communication.  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.  As of today, 08-10-2016 Generac sent a tech out and he replaced the control board on my Generator free of charge, as the warranty did expire. The company handled this problem well and I am very satisfied. I want to thank [redacted] at Generac for taking care of business. It is employees like her that make a company great. Thank you and Generac for helping me with this issue.  Complaint ID #[redacted]
Regards,
[redacted]

Good Afternoon,      Generac has been in direct contact with this customer and we have made the decision to replace the product. This has also been explained to the customer and he had indicated he was satisfied with this resolution.Thank you,Generac Power Systems

Good Afternoon,      Generac has been able to fully review the situation. Given the circumstances that took place, we have agreed to apply the promotional warranty for this customer. We have made direct contact with the customer to relay this decision.Regards,Generac Power...

Systems

Good Afternoon,             We do apologize for the issue the customer recently experienced with their product. Generac has been in direct contact with the authorized servicing dealer. We have been informed that the generator has been repaired...

and successfully exercised on 08/17/2016 and 08/24/2016. Should the customer have further questions or concerns they can certainly contact Generac directly in reference to case #5014289   Thank you, Generac Power Systems

Good Morning,An extended warranty is available to be purchased one year after successful activation of the generator. Our records indicate that the customers generator was activated on 12/16/2013. The time frame to purchase an extended warranty would have ended on 12/16/2014. Additionally, a 10 year extended warranty is not available for this particular model generator. If the customer purchased an extended warranty from the independent authorized dealer we would recommend the customer to contact the company whom he paid the money to. Due to the length of time the generator has been activated, Generac is unable to offer the purchase of an extended warranty. Thank you,Generac Power Systems

Good Morning,   Generac has tried to reach out to this customer on two seperate occasions (7/7, 7/9.) This was an attempt to gather further information so we can make an informed decision. Generac would like to know which authorized service dealer has been working on the product along...

with the serial number. Once Generac has this information we can look further into the situaiton.Thank you,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]. I have been contacted by the GENERAC Company and they informed me that they have mailed out the part(s) needed for the repair to the repair shop. I still don't know how long it will be before the repair shop complete the repair of my pressure washer, or if they may need more parts from GENERAC before completing the repair. Therefore, I wouldn't claim to say that I'm pleased with the results until I receive my pressure back back and repaired from the repair shop.  
Regards,
[redacted]