GENERATOR SYSTEMS

At this point I can't do much more that refer you back to my original response We clearly indicated the pipe needed to be replaced The customer indicated he would replace it More than two months after our initial diagnosis, the pipe was not replaced This unit was outside its warranty coverage so I'm at a loss a to why the customer seems to feel we are at fault

I am rejecting this response because:I just checked the Revdex.com website on this issue.It SaysThe Business addressed the issues within the complaint, but the consumer did not accept the response, OR Revdex.com has not heard back from the consumer as to their satisfaction(complaint)The last correspondence on 12/I got says There is no action for you to take at this timeWe will contact you when we next require your input How can I give a response when I am told no action is “no action for you to take at this time” This case should not have been closed His response on that date did not meet any requirements If the pipe was a major problem why was I being told it would require a separate service call and cost around $The statement from the service man the pipe burnt away also proved inaccurate.I am including a correspondence to Generac on 12/that covers even more problems directly belowAbout years ago I purchased a generator model SS# [redacted] from Home Depot in North Olmsted OhioWe needed this as we had several greenhouses with orchids to protect I had a licensed electrician connect up the transfer switch box and generator as required by the local power company The propane was connected by my local propane companyExcept for being more loud than I hoped for (it was no louder than the portable unit I had) everything went well for about yearsI did my own service and power outages were to min at the most Then this fall I had a longer power failure The unit ran for about ½ hours and it quit, being very hot I felt I needed to call a professional so I called Generator Systems LLC Port Centre, Medina, OH They suggested I also have service done on this unit at the same time which I agreed toThe service man came out to work on this unit, changed the oil and made many calls back to his shopHe found a burnt out wire going to the stator and told me the pipe from the unit going into the muffler had burnt away He did not have a new pipe on the truck or even a wire to replace the one bunt outI think at least wire would be needed by a repair man As I had worked as a plant engineer for several years, I had wire that would workI asked if the unit could run without the pipe and was told it could but it would just be noisyI asked for a quote to replace this pipeI had him change the timing on when the unit would come on for a weekly run as the time it came on was a time for customers to be at the greenhouseI received a quote for around $I called and asked about this and was told since it was not required it would require a new service callI would find a pipe that would fit myselfAbout months later I has another power failure The unit did not come onI replaced the fuse and it burnt out without restartingI will admit I had got the pipe but not put it on yet, since I had been told it was not required I had assumed since the light was on the unit was in working condition I called for serviceWhen the same technician came out I was told the stator had been destroyed and the control panel was also destroyed so the unit was trashedThe unit had not run for a failure so the most it could have run was min a weekHow could this happen? He told me I should have replaced the pipe At this time my wife and I knew we needed a new unit and ordered one from MenardsI contacted Generator systems and was told they could not predict the future and they sent me a bill for the “service call”, which I have refused to payI sent a complaint to the Revdex.com which they have not replied toAfter installing the new unit that I was amazed how much quieter it was than the oldThis increased my thought on the pipe so I decided to examine the old unitI had a very difficult time removing the protective cover as it was highly torqued on and the head of the screws were rounded I was shocked part of the pipe was missing from the unit to the muffler (pic attached) the part of the pipe remaining had no signs of being burnt and had sharp edgesAlso the end of the muffler the pipe went over was not damaged, so how could the pipe on the outside been burnt off? The most damage was to the stator: a large hole I was not told about was in the side of the stator (pic attached)This could not have been done in a time of min once a weekThe first repair was not complete so the unit should not been set up to run! I had a PHD electrical engineer look at this and he also stated this should not have been allowed to run and the pipe must have been missingI recently had a state electrical inspector come to my green house for items so I had him look at the unit He advised me to contact Generac and advise them on this situationIn his opinion the muffler was never connected while runningHe felt this was a serious concern.***

On August 22, 2017, a technician visited the generator in question at the request of the customer The Generator is approximately years old The technician’s notes from that visit are below and were provided to the customer: Got to unit found it blowing through fusesafter running diagnostics found that wire and were melted together causing a shortrepaired wires got unit running and found that the flex pipe between exhaust manifold and muffler needs replacedperformed pm replaced oil filter spark plugthank you for choosing generator systems for all your generator needsNotice the technician’s notes clearly say the flex pipe between the exhaust manifold and muffler needs replaced and these exact notes are printed on the invoice and sent to the customer.On August 23, 2017, a quote was prepared for the replacement of the flex pipe and sent to the customer.Sometime thereafter, our parts department received a call from the customer After discussing the quote, the customer informed our parts person that he would be procuring the part and replacing it himself.On November 6, 2017, we received a call from the customer indicating the generator wouldn’t start Our technician arrived at the unit on November 10, The technician found the unit had sustained damage due to the progressive failure of the flex pipe, which had not been changed as the customer indicated he would do The technician called me after leaving the site and reported what had happened and also reported that the customer had become quite agitated and verbally unpleasant.On November 13, 2017, the customer called me and described the situation I confirmed with the customer that the written quote indicated the flex pipe needed to be replaced I also confirmed that he had spoken to our parts department and declined to have us make the repair but rather told us he would purchase the part and make the repair himself At this point the customer became quite angry and told me that he was never told what would happen if he didn’t replace the flex pipe I told the customer that it was unrealistic to expect us to be able to predict the future and tell him exactly what the ramifications of not replacing the flex pipe would be and when the damage, if any, would occur At that point the customer indicated he would be filing this complaint and hung up

On August 22, 2017, a technician visited the generator in question at the request of the customer.  The Generator is approximately 5 years old.  The technician’s notes from that visit are below and were provided to the customer: Got to unit found it blowing through fuses. after running...

diagnostics found that wire 4 and 0 were melted together causing a short. repaired wires got unit running and found that the flex pipe between exhaust manifold and muffler needs replaced. performed pm replaced oil filter spark plug. thank you for choosing generator systems for all your generator needs. Notice the technician’s notes clearly say the flex pipe between the exhaust manifold and muffler needs replaced and these exact notes are printed on the invoice and sent to the customer.On August 23, 2017, a quote was prepared for the replacement of the flex pipe and sent to the customer.Sometime thereafter, our parts department received a call from the customer.  After discussing the quote, the customer informed our parts person that he would be procuring the part and replacing it himself.On November 6, 2017, we received a call from the customer indicating the generator wouldn’t start.  Our technician arrived at the unit on November 10, 2017.  The technician found the unit had sustained damage due to the progressive failure of the flex pipe, which had not been changed as the customer indicated he would do.  The technician called me after leaving the site and reported what had happened and also reported that the customer had become quite agitated and verbally unpleasant.On November 13, 2017, the customer called me and described the situation.  I confirmed with the customer that the written quote indicated the flex pipe needed to be replaced.  I also confirmed that he had spoken to our parts department and declined to have us make the repair but rather told us he would purchase the part and make the repair himself.  At this point the customer became quite angry and told me that he was never told what would happen if he didn’t replace the flex pipe.  I told the customer that it was unrealistic to expect us to be able to predict the future and tell him exactly what the ramifications of not replacing the flex pipe would be and when the damage, if any, would occur.  At that point the customer indicated he would be filing this complaint and hung up.

At this point I can't do much more that refer you back to my original response.  We clearly indicated the pipe needed to be replaced.  The customer indicated he would replace it.  More than two months after our initial diagnosis, the pipe was not replaced.  This unit was outside its warranty coverage so I'm at a loss a to why the customer seems to feel we are at fault.

I am rejecting this response because:I just checked the Revdex.com website on this issue.It SaysThe Business addressed the issues within the complaint, but the consumer did not accept the response, OR Revdex.com has not heard back from the consumer as to their satisfaction. (1 complaint)The last correspondence on 12/11 I got says  There is no action for you to take at this time. We will contact you when we next require your input How can I give a response when I am told no action is “no action for you to take at this time” This case should not have been closed His response on that date did not meet any requirements.  If the pipe was a major problem why was I being told it would require a separate service call  and cost around $300.00. The statement from the service man the pipe burnt away also proved inaccurate.I am including a correspondence to Generac on 12/15 that covers even more problems directly below. About 4 years ago I purchased a generator model 0058701 SS# [redacted] from Home Depot in North Olmsted Ohio. We needed this as we had several greenhouses with orchids to protect.  I had a licensed electrician connect up the transfer switch box and generator as required by the local power company.  The propane was connected by my local propane company. Except for being more loud than I hoped for (it was no louder than the portable unit I had) everything went well for about 4 years. I did  my own service and power outages were 10 to 15 min at the most.  Then this fall I had a longer power failure.  The unit ran for about 1 ½ hours and it quit, being very hot.  I felt I needed to call a professional  so I called Generator Systems LLC 2246 Port Centre, Medina, OH 44256. They suggested I also have service done on this unit at the same time which I agreed to. The service man came out to work on this unit, changed the oil and made many calls back to his shop. He found a burnt out wire going to the stator and told me the pipe from the unit going into the muffler had burnt away.  He did not have a new pipe on the truck or even a wire to replace the one bunt out. I think at least wire would be needed by a repair man.  As I had worked as a plant engineer for several years, I had wire that would work. I asked if the unit could run without the pipe and was told it could but it would just be noisy. I asked for a quote to replace this pipe. I had him change the timing on when the unit would come on for a weekly run as the time it came on was a normal time for customers to be at the greenhouse. I received a quote for around $300.00. I called and asked about this and was told since it was not required it would require a new service call. I would find a pipe that would fit myself. About 2 months later I has another power failure.  The unit did not come on. I replaced the fuse and it burnt out without restarting. I will admit I had got the pipe but not put it on yet, since I had been told it was not required.  I had assumed since the light was on the unit was in working condition.  I called for service. When the same technician came out I was told the stator had been destroyed and the control panel was also destroyed so the unit was trashed. The unit had not run for a failure so the most it could have run was 10 min a week. How could this happen?  He told me I should have replaced the pipe.  At this time my wife and I knew we needed a new unit and ordered one from  Menards. I contacted Generator systems and was told they could not predict the future and they sent me a bill for the “service call”, which I have refused to pay. I sent a complaint to the Revdex.com which they have not replied to. After installing the new unit that I was amazed how much quieter it was than the old. This increased my thought on the pipe so I decided to examine the old unit. I had a very difficult time removing the protective cover as it was highly torqued on and the head of the screws were rounded.  I was shocked part of the pipe was missing from the unit to the muffler (pic attached)  the part of the pipe remaining had no signs of being burnt and had sharp edges. Also the end of the muffler the pipe went over was not damaged, so how could the pipe on the outside been burnt off? The most damage was to the stator: a large hole I was not told about was in the side of the stator (pic attached). This could not have been done in a time of 10 min once a week. The first repair was not complete so the unit should not been set up to run!  I had a PHD electrical engineer look at this and he also stated this should not have been allowed to run and the pipe must have been missing. I recently had a state electrical inspector come to my green house for items so I had him look at the unit.  He advised me to contact Generac and advise them on this situation. In his opinion the muffler was never connected while running. He felt this was a serious concern.[redacted]

Reply to claimsAs the unit no longer works and is still on the premises I am able to look at the entire unit.  The claim that the unit exhaust pipe to the muffler burnt off is incorrect. There are no signs of this pipe burning off. For example, how could a pipe be burnt off on the outside of a pipe when it is attached to with no damage to the inside pipe?  I have had a PHD in electrical engineering look at this and a customer who is a state electrical inspector who also look at it and agree.  This was a manufacturing defect that should have been reported to Generac by the repair company.  The fact they have not makes it difficult for me to do so.The unit was at first repaired and set up to run and I was told the repair person had no part on the truck to fix this pipe. The repair person told me the unit could run without this pipe: it would just be noisy. I asked for a price and was sent a letter and given a cost of almost $300.00 to put in. I was later told it was a $20.00 pipe. I called the service department and asked why I have to have a new service call and was told as it was not necessary for the operation of the unit so it could not be included as part of the “repair”.  I called the sales person and was told that this would have to be a separate repair.  This sure sounds like they thought it was not necessary to run the unit!  I should have suspected they were not set up to do the repairs when they did not even have any replacement wire that was damaged in the truck. I had to provide it.  Would that have been a new “repair” also? How can I be now told it is now my fault for not replacing it when 3 people from the service company told me it was not necessary and it could not be part of the repair necessary to get the unit functional?As I said to start with I found more issues when I opened up the unit. There was burn damage in the form of a large hole in the stator housing.  This was never told to me. This was a dangerous issue.  I am sure I will now be told this was because I continued to run the unit. But there were no power failures so if the unit was reset up correctly by Generator Systems it would only run 10 min. once a week: not enough to do this type of damage.  With a large hole left like this it had to fail. I was just lucky it didn’t short out and burn down everything.