Hello,Unfortunately Generac Power Systems, would not be able to assist a consumer who is attempting to replace a Generac part with another brand of partThe reason being is that as we have not tested other branded parts with our products, we would have no way of knowing if there could be something that would cause damage to the unitAs such, it is our policy to not assist with the alteration/modification or use of non-Generac parts in any of our products.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 I have/had provided detailed emails in addition to the name of the company currently servicing the generator as a secondary resource supporting my complaint I am very disappointed with Generac's response and unwillingness to provide customer satisfaction and support and I hope this can be resolved appropriately Regards, [redacted]
Hello, Generac Power Systems has contacted this customer today to discuss his Revdex.com complaint We apologized to the customer that he wasn’t contacted for days regarding his concern We advised the customer that the milky substance is a result of a combination of limited use of the generator and humidity in the air and the milky substance will not impact the operation of the unitWe told him that when the unit is called into service after minutes of use under load the milky substance will have burned off The customer said he wanted assurance that if he has any problems with his generator after he is out of warranty and the issue is related to the milky substance that he won't be charged for repairsI advised the customer that I can't provide any assurance that he won't be charged as we do not work in hypotheticals, however we have his concern noted and have provided him with his case number and our contact information Thank You,Generac Power Systems
Good Morning,An extended warranty is available to be purchased one year after successful activation of the generatorOur records indicate that the customers generator was activated on 12/16/The time frame to purchase an extended warranty would have ended on 12/16/Additionally, a year extended warranty is not available for this particular model generatorIf 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 toDue to the length of time the generator has been activated, Generac is unable to offer the purchase of an extended warrantyThank 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.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, [redacted]
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 designedThe dealer did make the recommendation of moving the external fuel regulator further away from the generatorThis 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 directlyHowever, if the customer is being represented by an attorney we can no longer have direct communication 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
Good Afternoon, After an authorized dealer went on site recently, it was brought to our attention that the issues Mr [redacted] was experiencing was due to installation issuesInstallation issues are not covered under the warranty, however, we encourage Mr [redacted] to work with his installer to resolve these issuesThank you,Generac Power Systems
Good Afternoon, We have attached a warranty statement that outlines the type of application the customer is using the product forAs stated in the warranty, this application is not covered under the warrantyAt this time Generac will not be able to cover any repairs that might need to be completed on this portable generatorIf the customer is having a difficult time locating a dealer, we have provided a few below: [redacted] ***###-###-#### [redacted] ***###-###-####Thank you,Generac Power Systems
Good Afternoon, A representative from our company has been in contact with the consumerGenerac has offered to cover the pump replacement in full (parts/labor.) Should the customer have further questions or concerns they can certainly reach out to us.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 First, thank you for extending the warranty However, we have not seen a copy of this written warranty and, therefore, have rejected this resolution as of Monday, March 28.Second, since Generac referred us to a dealer for sales, why was Current Electric not suggested in the first place Then that company could have also made any repairs Why are all authorized dealers not authorized repair/service technicians?? It is common to call the company where a product is purchased for repairs If Nelco is not an authorized dealer to repair the generators, why are they an authorized dealer to begin with if they cannot make repairs?Does maintenance also have to be done by an authorized REPAIR technician??? We want to be sure to follow the RULES in order not to void the future warranty Now we never know who to call Do we need an authorization from Generac to do ANYTHING? 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
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.] Regards, [redacted] ***I do not accept this ***Ms [redacted] Had sent out a prior company to evaluate this generator beforeThe prior company continued to follow every recommendation that Generac made and the generator still failed to run reliably in "BAD" weather during a power outageIt runs 85% of the time in warm weather during summer months although there has been an occasional problem from time to timeThis is year history of this generator having multiple repair resolutions all recommended by Generac to solve the problem; none of these has solved the problemIn fact, I have without emergency power during two snow storms in Ms [redacted] has been rude, and on multiple occasions has told me that there is nothing wrong with this generator, however there were two open cases to prove otherwise both of which she closedThis time she wanted to send out a third company to re-re- evaluate the generator after having worked closely with the second company that she sent outMs [redacted] also wanted to start the entire evaluation process over again with a new companyWhen I told her no I wanted the generator replaced and that I had lega rights as a consumer under chapter 93, she accused me of having hired an attorney and again closed my caseLEAVING me stranded yet again without a reliable piece of equipmentThis has been going on during and after the warranty periodI began asking for a replacement generator well within my warranty and generac has deliberately dragged this process out
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.] Regards, Joseph [redacted] As I have said, in spite of their stated policy, when it was convenient and money saving for Generac, they sent a warranted part without their dealer coming to diagnose and later replace the faulty fuel selector valveI had to diagnose and I had to replace this partThey are just refusing to honor the parts portion of their warrantyThey are so foolish to play this game with a customerFor all the time they have spent fighting my request to honor their warranty and for how little this part must cost them, they are truly business foolish! In the long run it will cost them so much more in lost business I continue to advise people that ask me to NEVER consider Generac because of their poor support and dishonest waysPlease have Generac explain to you why they provided that gas selector valve to me without a dealer coming to diagnose first
[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-Generac sent a tech out and he replaced the control board on my Generator free of charge, as the warranty did expireThe company handled this problem well and I am very satisfiedI want to thank [redacted] at Generac for taking care of businessIt is employees like her that make a company greatThank you and Generac for helping me with this issue Complaint ID # [redacted] Regards, [redacted]
Good Afternoon, The warranty on this customers product expired on 07/19/Generac does not have documentation of this customer having this issue while in the warranty timeframeDue 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 repairWe suggest the customer to continue to work with an authorized servicing dealer should they choose to have the repairs made on their productThank 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.] 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] ***
[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] ***
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.] Regards, [redacted] installer has not completed the job, he is due to come back on Friday I will address this issue at that time
[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 I will consider the matter closed, assuming the delivery reaches me with the correct parts Thank you for your help, as this is what resulted in resolution Regards, [redacted]
Hello,Unfortunately Generac Power Systems, would not be able to assist a consumer who is attempting to replace a Generac part with another brand of partThe reason being is that as we have not tested other branded parts with our products, we would have no way of knowing if there could be something that would cause damage to the unitAs such, it is our policy to not assist with the alteration/modification or use of non-Generac parts in any of our products.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 I have/had provided detailed emails in addition to the name of the company currently servicing the generator as a secondary resource supporting my complaint I am very disappointed with Generac's response and unwillingness to provide customer satisfaction and support and I hope this can be resolved appropriately Regards, [redacted]
Hello, Generac Power Systems has contacted this customer today to discuss his Revdex.com complaint We apologized to the customer that he wasn’t contacted for days regarding his concern We advised the customer that the milky substance is a result of a combination of limited use of the generator and humidity in the air and the milky substance will not impact the operation of the unitWe told him that when the unit is called into service after minutes of use under load the milky substance will have burned off The customer said he wanted assurance that if he has any problems with his generator after he is out of warranty and the issue is related to the milky substance that he won't be charged for repairsI advised the customer that I can't provide any assurance that he won't be charged as we do not work in hypotheticals, however we have his concern noted and have provided him with his case number and our contact information Thank You,Generac Power Systems
Good Morning,An extended warranty is available to be purchased one year after successful activation of the generatorOur records indicate that the customers generator was activated on 12/16/The time frame to purchase an extended warranty would have ended on 12/16/Additionally, a year extended warranty is not available for this particular model generatorIf 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 toDue to the length of time the generator has been activated, Generac is unable to offer the purchase of an extended warrantyThank 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.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, [redacted]
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 designedThe dealer did make the recommendation of moving the external fuel regulator further away from the generatorThis 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 directlyHowever, if the customer is being represented by an attorney we can no longer have direct communication 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
Good Afternoon, After an authorized dealer went on site recently, it was brought to our attention that the issues Mr [redacted] was experiencing was due to installation issuesInstallation issues are not covered under the warranty, however, we encourage Mr [redacted] to work with his installer to resolve these issuesThank you,Generac Power Systems
Good Afternoon, We have attached a warranty statement that outlines the type of application the customer is using the product forAs stated in the warranty, this application is not covered under the warrantyAt this time Generac will not be able to cover any repairs that might need to be completed on this portable generatorIf the customer is having a difficult time locating a dealer, we have provided a few below: [redacted] ***###-###-#### [redacted] ***###-###-####Thank you,Generac Power Systems
Good Afternoon, A representative from our company has been in contact with the consumerGenerac has offered to cover the pump replacement in full (parts/labor.) Should the customer have further questions or concerns they can certainly reach out to us.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 First, thank you for extending the warranty However, we have not seen a copy of this written warranty and, therefore, have rejected this resolution as of Monday, March 28.Second, since Generac referred us to a dealer for sales, why was Current Electric not suggested in the first place Then that company could have also made any repairs Why are all authorized dealers not authorized repair/service technicians?? It is common to call the company where a product is purchased for repairs If Nelco is not an authorized dealer to repair the generators, why are they an authorized dealer to begin with if they cannot make repairs?Does maintenance also have to be done by an authorized REPAIR technician??? We want to be sure to follow the RULES in order not to void the future warranty Now we never know who to call Do we need an authorization from Generac to do ANYTHING? 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
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.] Regards, [redacted] ***I do not accept this ***Ms [redacted] Had sent out a prior company to evaluate this generator beforeThe prior company continued to follow every recommendation that Generac made and the generator still failed to run reliably in "BAD" weather during a power outageIt runs 85% of the time in warm weather during summer months although there has been an occasional problem from time to timeThis is year history of this generator having multiple repair resolutions all recommended by Generac to solve the problem; none of these has solved the problemIn fact, I have without emergency power during two snow storms in Ms [redacted] has been rude, and on multiple occasions has told me that there is nothing wrong with this generator, however there were two open cases to prove otherwise both of which she closedThis time she wanted to send out a third company to re-re- evaluate the generator after having worked closely with the second company that she sent outMs [redacted] also wanted to start the entire evaluation process over again with a new companyWhen I told her no I wanted the generator replaced and that I had lega rights as a consumer under chapter 93, she accused me of having hired an attorney and again closed my caseLEAVING me stranded yet again without a reliable piece of equipmentThis has been going on during and after the warranty periodI began asking for a replacement generator well within my warranty and generac has deliberately dragged this process out
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.] Regards, Joseph [redacted] As I have said, in spite of their stated policy, when it was convenient and money saving for Generac, they sent a warranted part without their dealer coming to diagnose and later replace the faulty fuel selector valveI had to diagnose and I had to replace this partThey are just refusing to honor the parts portion of their warrantyThey are so foolish to play this game with a customerFor all the time they have spent fighting my request to honor their warranty and for how little this part must cost them, they are truly business foolish! In the long run it will cost them so much more in lost business I continue to advise people that ask me to NEVER consider Generac because of their poor support and dishonest waysPlease have Generac explain to you why they provided that gas selector valve to me without a dealer coming to diagnose first
[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-Generac sent a tech out and he replaced the control board on my Generator free of charge, as the warranty did expireThe company handled this problem well and I am very satisfiedI want to thank [redacted] at Generac for taking care of businessIt is employees like her that make a company greatThank you and Generac for helping me with this issue Complaint ID # [redacted] Regards, [redacted]
Good Afternoon, The warranty on this customers product expired on 07/19/Generac does not have documentation of this customer having this issue while in the warranty timeframeDue 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 repairWe suggest the customer to continue to work with an authorized servicing dealer should they choose to have the repairs made on their productThank 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.] 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] ***
[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] ***
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.] Regards, [redacted] installer has not completed the job, he is due to come back on Friday I will address this issue at that time
[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 I will consider the matter closed, assuming the delivery reaches me with the correct parts Thank you for your help, as this is what resulted in resolution Regards, [redacted]