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Generac Power Systems, Inc.

Additional Locations

Phone: (262) 544-4811 Fax: (262) 968-9372 View Additional Phone Numbers S45w29290 Highway 59, Waukesha, WI 53189 http://www.generac.com


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Description

This company manufactures engine-driven generator systems for industrial, commercial, residential, recreational vehicle and communications applications, including generator sets, automatic transfer switches, controls, fuel tanks, enclosures and remote monitoring software.


BBB Accreditation

A BBB Accredited Business since

BBB has determined that Generac Power Systems, Inc. meets BBB accreditation standards, which include a commitment to make a good faith effort to resolve any consumer complaints. BBB Accredited Businesses pay a fee for accreditation review/monitoring and for support of BBB services to the public.

BBB accreditation does not mean that the business' products or services have been evaluated or endorsed by BBB, or that BBB has made a determination as to the business' product quality or competency in performing services.


Reason for Rating

BBB rating is based on 13 factors. Get the details about the factors considered.

Factors that raised the rating for Generac Power Systems, Inc. include:

  • Length of time business has been operating
  • Complaint volume filed with BBB for business of this size
  • Response to 151 complaint(s) filed against business
  • Resolution of complaint(s) filed against business


Customer Complaints Summary Read complaint details

151 complaints closed with BBB in last 3 years | 40 closed in last 12 months
Complaint Type Total Closed Complaints
Advertising/Sales Issues 7
Billing/Collection Issues 0
Delivery Issues 4
Guarantee/Warranty Issues 28
Problems with Product/Service 112
Total Closed Complaints 151

Customer Reviews Summary Read customer reviews

12 Customer Reviews on Generac Power Systems, Inc.
Customer Experience Total Customer Reviews
Positive Experience 1
Neutral Experience 0
Negative Experience 11
Total Customer Reviews 12

Additional Information

BBB file opened: January 01, 1964 Business started: 01/01/1959 in WI Business started locally: 01/01/1959 Business incorporated 06/24/1959 in WI
Type of Entity

Corporation

Business Management
Mr. Aaron Jagdfeld, President/C.E.O. Mr. Clement Fang, Chief Marketing Officer Ms. Nancy Tonkin, Vice President Customer Support
Contact Information
Principal: Mr. Aaron Jagdfeld, President/C.E.O.
Business Category

Generators - Electric Power Transmission Equipment Manufacturers & Producers Electric Equipment & Supplies - Wholesale Electric Equipment - Manufacturers Motor and Generator Manufacturing (NAICS: 335312)

Hours of Operation
Monday-Friday, 8am-5pm

Customer Review Rating plus BBB Rating Summary

Generac Power Systems, Inc. has received 0 out of 5 stars based on 0 Customer Reviews and a BBB Rating of A+.

BBB Customer Review Rating plus BBB Rating Overview

Additional Locations

  • 211 Murphy Dr

    Eagle, WI 53119

  • 3815 Oregon St

    Oshkosh, WI 54902

  • 757 N Newcomb St

    Whitewater, WI 53190

  • 900 N Parkway St

    Jefferson, WI 53549

  • S45w29290 Highway 59

    Waukesha, WI 53189 (888) 436-3722 (262) 544-4811

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BBB Customer Review Rating plus BBB Rating Overview


BBB Customer Reviews Rating represents the customers opinions of the business. The Customer Review Rating is based on the number of positive, neutral and negative customer reviews posted that are calculated to produce a score.

Customer Review Experience Value
Positive Review 5 points per review
Neutral Review 3 points per review
Negative Review 1 point per review

BBB letter grades represent the BBB's opinion of the business. The BBB grade is based on BBB file information about the business. In some cases, a business' grade may be lowered if the BBB does not have sufficient information about the business despite BBB requests for that information from the business.
Details

BBB Letter Grade Scale

BBB Rating Value
A+ 5
A 4.66
A- 4.33
B+ 4
B 3.66
B- 3.33
C+ 3
C 2.66
C- 2.33
D+ 2
D 1.66
D- 1.33
F 1
NR -----
Star Rating scale

  Average Score
5 stars 5.00
4.5 stars 4.50-4.99
4 stars 4.00-4.49
3.5 stars 3.50-3.99
3 stars 3.00-3.49
2.5 stars 2.50-2.99
2 stars 2.00-2.49
1.5 stars 1.50-1.99
1 star 0-1.49

BBB Customer Review Rating plus BBB Rating is not a guarantee of a business' reliability or performance, and BBB recommends that consumers consider a business' BBB Rating and Customer Review Rating in addition to all other available information about the business. If the BBB Rating is NR then only Customer Reviews are used for the Star Rating.

Complaint Detail(s)

8/24/2015 Guarantee/Warranty Issues
8/21/2015 Problems with Product/Service
8/7/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I purchased a Generac standby generator from ********** ******* ** ***** in October of 2013 to replace a portable generator. The first problem occurred within in 6 months when the battery died, which was not warrantied. It stopped functioning again on 1/23/15, 4/23/15, 5/19/15, and again on 7/16/15 with numerous parts being replaced and tests done on it. There is obviously something wrong with this generator and it is by no means reliable. The security of having power during an electrical outage to run our sump and septic pumps, is now nonexistent.

Desired Settlement: I want a refund for the generator so that I can purchase a reliable one to replace it.

Business Response:

Good Morning,

   After thorough review of the customers repair history, we have made the decision to replace the customer's generator. We have been in direct contact with the customer in regards to this and he can certainly contact us directly with any further questions or concerns.

Thank you,

Generac Power Systems

8/1/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: In July of 2008 I purchased a Generac 5503 13KW generator from South Central Indiana REMC. They were the dealer, and they professionally installed the unit. I concurrently contracted them and their successor for annual maintenance of the unit, and that has been performed regularly. Almost from the beginning we have had problems with this unit. First it would fail to start, fail to charge, and fail to do anything but sit outside and look important. Under warranty, the battery, charger, and control panel were replaced. The unit tests itself every Tuesday, and I have monitored the success of those tests. Sometimes it would auto-shutdown due to over-speed or other fault. On the last scheduled maintenance the technician noticed that copper wire fragments were present in the bottom of the unit. This indicated a failure of the alternator. The unit was removed to the shop and alternator was replaced. One week after the unit was replaced we lost electricity, and the unit duly started itself to provide power, and that is when we blew several circuits inside our home spending the night in the dark. The technician came out the next morning and found that the new alternator was destroyed. The unit evidently suffered an over-speed causing an over-voltage in our home which blew out some of our appliances. Fortunately, we were home, so I went out in the thunderstorm and disconnected the unit before it did more damage or caused a fire. This unit has been a "Lemon." Now it will be out of service for several more weeks, and who knows if it will work when it gets back. We bought the generator for piece-of-mind; we expected it to provide electricity as Generac said it would, but it has been a disappointment. The Duke Energy power went off this morning, and my wife and I sat in the dark along with our Generac.

Desired Settlement: Generac will say the unit is out of warranty, but it has never worked right, and it has been professionally maintained. I believe they should make their product good by replacing the unit.

Business Response:

Good Afternoon,

   Generac has reached out to this customer directly to obtain further information regarding the history of repairs on his generator and installation photos. Once Generac recieves this information we will then be able to make an informed decision.

Thank you,

Generac Power Systems

7/30/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: We purchased a new Generac whole house generator model #****. The installation date was June 10, 2015. The yellow warning light came on the generator June 12, 2015. At that time a call was placed to the electrical company that installed the generator. The company came out and replaced the battery on June 15, 2015. Since that time the (new) generator has required two more batteries and is in need of another. This will be the fourth battery installation required for a (new) generator. The generator has also had the computer board replaced and at this time Generac is saying the harness & controller need to be replaced. All of these parts/battery replacements have been done per the instructions of the Generac company. This generator has required six service calls and will require a seventh to replace the harness, controller and fourth battery. After spending several thousand dollars for this Generac generator it has not given the service promised and at this time appears to be a poorly produced product with an inferior quality control process.

Desired Settlement: Since it is impractical to remove the Generac generator and request a refund, my only recourse seems to be a request for a replacement Generac generator.

Business Response:

Good Afternoon,

   We do apologize the customer is experiencing issues with their generator. An authorized dealer has been on site and corresponding with our technical department regarding the current issue. It has been determined that the control board and harness need to be replaced. Per the warranty statement, Generac will repair or replace any part that is deemed defective by an authorized servicing dealer. At this time, Generac has decided to replace these parts as we do not feel the entire generator itself is in need of a complete replacement. Based upon the diagnostics performed we are confident this shall resolve the issue the customer has been experiencing.

Thank you,

Generac Power Systems

Consumer Response:

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, 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,

******* * ****** ******  

 

7/21/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: i have a generac generator. the transfer switch malfunctioned and cause a explosion in the panel located on side of my house. at the suggestion of generac i call a generac repair person, they came out and said that this was a part malfuntion and should have never happened. i asked generac to help me get this situation resolved as it was a dangerous situation and the power company pulled my meter. generac said that they will not help and that its just to a bad. i know it is out of warranty but the tech person who came out said that shouldnt matter this was a part failure. This could have burn my house down if i was not home at the time i had to shut the generator down manually to stop it from burning. Generac needss to take care of this and make sure it doesnt happen again.

Desired Settlement: Generac to pay for the repairs and replacement parts as this was a part failure and is very dangerous.

Business Response:

Good Afternoon,

 

               The customers warranty had expired 12/15/2010, which is almost 5 years past the warranty coverage timeframe. For this reason, Generac cannot assist the customer financially with the repairs that have taken place. We strongly suggest the customer to continue to work with his service provider regarding the repair.

 

Thank you,

Generac Power Systems

Business Response:

Good Morning,

 

               We do apologize that the customer feels the warranty timeframe is irrelevant to this situation, however, this is the basis of why Generac is making this decision. The product has been installed for nearly 7 years, this indicates that there was no defect in design or manufacture and that the product was safe for its intended purpose when it left Generac’s control. For these reasons, Generac cannot participate financially with this repair.

 

Thank you,

Generac Power Systems

Consumer Response:

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, 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,

****** *******

 

 

7/20/2015 Guarantee/Warranty Issues | Read Complaint Details
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Additional Notes

Complaint: Purchased a Generac 2700 PSI Gas Pressure Washer, Model 6022 from ****'s in ******* ****. Generac is the manufacturer providing the warranty. This was a 2-year warranty, purchased on July 08, 2013. This pressure washer was used a total of 3 times when the pump no longer produced any pressure and the unit stopped working. After discussing this issue with ****s and the Warranty provider, they state that the unit cannot be fixed under warranty because it was used improperly, that it was run too long without shutting it down to cool the unit off. a) this was never the case, never run to overheat at an extended period of time; b) nowhere in the owners/users manual does it warn against this; and c) the owner's manual and product features even state that the unit has an "Automatic Cool Down System". They refuse to cover the repair of the pump - the damage to the pump is clearly a product malfunction. I have used power washers in the past and never had one that was used so little (under 4 hours) become defective with normal use.

Desired Settlement: I would like to have the unit replaced or repaired to working condition.

Business Response:

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

7/10/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I purchased a Generac standby 16 KW generator on April 2015. I installed this myself with the proper permits. While programing, the generator I noticed that when I tried to set the time delay function,(how much time allowed from power failure to generator start up) that I needed a dealer password to set it. Factory setting was way to fast (10Sec.) I contacted Generac who refused to help me and after filing claim #****** was told to hire one of their tech/ installers to change that. The cost told to me by the local Generac dealer was $180.00 plus tax each time I called to make a change. To conclude, I do not believe this practice of protectionism for their technicians is fair or legal. When I purchased this unit Generac never stated in their advertisement or anywhere else that I would need to hire an installer to change simple settings on the generator or I would of simply shopped for another brand. I should not have to pay someone for something that I own and paid for and are capable of doing myself with the press of a button.

Desired Settlement: I just want Generac to give me the passcode or pay the $ 180.00 fee for the local tech to come out and press a few buttons. I have already spent over $4,000.00 to set up everything.

Business Response:

Good Afternoon,

   Generac has been in contact with the customer directly and have come to an amicable solution for him to obtain the requested information. If the customer has any further questions or concerns we are happy to address them at that time.

Thank you,

Generac Power Systems

7/7/2015 Guarantee/Warranty Issues | Read Complaint Details
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Additional Notes

Complaint: My Generac standby generator malfunctioned and according to the warranty representative, as a result of inspection and attempt to repair, the y reported that the cover had been left open and that it caused damage to the electronic components. The electrician that installed it had first checked it and initially reported that it was the battery. Further checking revealed that that the problem was electronic in nature. He referred it to the Generac company and their warranty representative found a broken wire component that he attempted to solder. He then concluded that the problem was caused by the cover having been left open to the elements causing extensive damage to the electronic components. The warranty repair was denied.

Desired Settlement: I want the unit replaced with a new unit/not refurbished,according to warranty coverage.

Business Response:

Good Afternoon,

    An authorized servicing dealer with Generac has confirmed that the current issue was due to the lid of the generator being left open, allowing the elements to get into internal components of the generator. Due to this not being a manufacturing defect, Generac will not be able to cover this current repair or future issues relating to this event. Please see the attached warranty statement for reference. 

 

Thank you,

Generac Power Systems

6/29/2015 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: I purchased a $2,300.00 Generac Generator through Northern Tool on 1/26/13. I received it and had it installed by a local reputable heating and cooling company . Once a week it checks itself by starting up and running for 10 minutes. At the beginning of 2015 the machine started choking for a longer period and was not starting. I called and Geenerac sent out Lucas Mechanical Contractors to come out to look at the problem. They checked and tested and charged me $239.63 which I paid. Upon leaving, the generator started after 4-5 times but not like it had when I first purchased it. I called Generac requesting reimbursement of the $239.63 as the generator is under warranty through 2-2016. They would not honor that. Also at the time I called, I stated that the machine chokes for 20 some times before starting and the person I spoke to said the machine needs " a tune up kit and sensor and automatic choke", but they will not pay to have that installed. I paid a lot of money for that generator. It has run for 90 minutes during a power outage in the time that I have owned it. I am very good with mechanics and understanding the dynamics of machinery. I feel that I have been taken advantage of and have a product that Generac will not stand by.

Desired Settlement: I would like reimbursement of the $239.63 I paid. I would like a generator that works properly. Each week when it is to starts to check itself, I would like it to choke for 1-2 times, not 20-30 times. Either replace it or send out someone reputable to repair it. Thank you

Business Response:

Good Afternoon,

   Generac has been in contact with this customer. We have paid for an authorized dealer to go on site and diagnose the issue with the generator. Upon the visit from the dealer it was determined that the generator needs a set of magnetos. Generac has offered to pay for this repair as well. The customer also requested that the bill from his first service dealer be covered. When this visit took place he was 6 days out of warranty so Generac has offered to pay this as a concession.

Thank you,

Hannah Hochschild

Business Response:

Good Afternoon,

   We have contacted another Generac Authorized servicing dealer to come take a look at Mr. *****'s generator. They were scheduled to go out this afternoon on 6/2/2015.

Thank you,

Generac Power Systems

Consumer Response:

I am sending this on behalf of ****** *****, complaint ID ********.
The generator, which we contacted your BBB in regard to, has been taken care of by Generac.  A repair person came out last week and put in a new motor and did a few other repairs and I am happy to report that the generator is functioning properly.  
Many thanks for your diligence in getting this problem resolved.  I appreciate your help.
Sincerely, 
****** ***** 

 

6/20/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: The pressure washer I purchased serial Number (*******) on April 06, 2014 is still under the 2 year warranty for parts. Generac refuses to provide the broken recoil cord mechanism. The pressure washer was taken to their authorized dealer ********** small engine and they determined the part is indeed broken and needs replacing under warranty, however they want me to pay them to install it which I will not as I can install it my self. I spoke to Mitch from Generac and he asked me to email him the proof of purchase and my Warranty Documents to the email he gave me *************************** and all the emails have bounced back. I tried getting in touch with Mitch again to resolve this problem but he has ignored me completely.

Desired Settlement: I would like Generac to honor their parts warranty by providing me with a new (Recoil pull cord mechanism) so I can install it on my pressure washer.

Business Response:

Good Afternoon,

   Mr. *********'s product does in fact have a two year warranty. The coverage in the first year of warranty included parts and labor and the second year covers parts only. Mr. *********'s warranty is from 04/24/2014- 04/24/2016, so this would indicate that Generac would cover parts only for the current repair needed. Warranty work is to be completed by an authorized service dealer, which is why Generac has decided not to send this part directly to the Mr. *********.  If the customer would like to take his product to an authorized dealer for the repair, Generac remains happy to stand behind the warranty and cover parts cost if the issue is determined to be warrantable.

Thank you,

Generac Power Systems

Consumer Response:

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, 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,

****** *********

 

 

I called your authorized dealer ********** Small Engine ###-###-#### and the said they will not accept the power washer unless Generac contacts them via email or otherwise regarding fixing the unit.

I spoke to Jason this morning June 9, 2015 at 9:15am.

Can you please contact them so I can have my pressure washer fixed.

Kind regards,

****** *********

Business Response:

Mr. *********,

   We have contacted the dealer as you asked.

Thank you,

Generac Power Systems

6/14/2015 Problems with Product/Service
6/13/2015 Guarantee/Warranty Issues | Read Complaint Details
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Additional Notes

Complaint: Hello, I am trying to resolve a warranty problem with Generac. I had called in to Generac on Sept. of 2014 for a service code concern, they gave me a outside Service shop to repair the generator. He didnt have time to repair it so he gave me the part # for one of the concerns, the code (under voltage) was there. He told me to turn to off, then manual restart. After 3 tries it started. This should have been noted with Generac for further problems. I called Generac with the part# & told them what the code was & the repair man Recommendations was. This Memorial Day the code (under voltage) came back then didnt restart. Called Generac to set apt. They gave me service # , he came out and fixed the code with a set of brushes. Now its out of warranty as of Nov. 2014. So Generac wont cover it . I would like to see if some one can resolve this ,please. Thank you

Desired Settlement: Felt this was a problem under warranty. so it should be covered.

Business Response:

Good Afternoon,

   According to our records, Mr. **** had warranty coverage from 11/25/2011-11/25/2014. The first and second year of this warranty was parts and labor coverage, and the third year was parts only. At this time, Generac is willing to cover parts only as a concession. However,  Mr. **** would be responsible for any labor invovled to replace necessary parts.

Thank you,

Generac Power Systems

6/13/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Generator has not worked right since installation. Has had repairs done several times, still malfunctioning. Dealer/repair company says Generac won't fix problem.

Desired Settlement: Fix generator unit to work correctly. Afraid of fire from generator unit.

Business Response:

Good Afternoon,

   After an authorized dealer went on site recently, it was brought to our attention that the issues Mr. ***** was experiencing was due to installation issues. Installation issues are not covered under the warranty, however, we encourage Mr. ***** to work with his installer to resolve these issues.

Thank you,

Generac Power Systems

6/12/2015 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I purchased a Generac generator Model 0065510 (serial *******); it was installed by a ********** ** dealer and I paid in full the day it was installed, my check is dated March 8th, 2015. The first time my unit came on for a power outage (between May 8th and 15th) the unit failed to operated. I contacted my dealer who promptly came out on a Monday, assessed the unit and determined he would need to order parts. Approximately a week or more he returned with parts, tore down the unit and found extensive damaged to the entire motor. Small pieces of parts and debris were slung within the entire unit. My dealer advised me Generac would only pay for repair of my brand new unit which failed to work the first time it came on, and it was also within 2 months of my purchase. I contacted Generac directly and spoke to Mitch K***** who refused to provide a new generator and told me they were only willing to offer a motor for the repair. He also refused to allow me to speak to his supervisor. I am very disappointed and frustrated to have spent this amount of money to have received an obvious lemon and to have what I believed to be a reputable company, refuse to provide me with a new unit. I did not pay for a 2nd hand, used or broken unit and I believe my unit should be replaced with a new unit. I do not feel comfortable with repairs on the unit as pieces could be lodged in other areas and I will be the one later that is paying for repairs due to the damage. If I pay for a new product, especially in full, I expect to receive a working, new unit. I don't know anyone including the owner of generac who would be willing to make a new purchase, except a broken product and then say sure, just make a repair I'm sure that will fix everything! When I told Mitch to just refund my money and he could have the generator back, he told me that problem was between me and the installation company. My installation company has done an excellent job and and they are a representative for the generac purchased in Waukesha WI. This is a shame to try to throw the installer under the bus like it is their responsibility to deal with an unhappy customer. They did not manufacture the product, they only installed it. I would also like to provide you with a photo of my generac motor but I have found noway to attach it with my complaint.

Desired Settlement: I would like a new unit

Business Response:

Good Morning,

   We do apologize that Mrs. ******** is experiencing issues with her generator. An authorized servicing dealer has been on site to diagnose the issue at hand, and at this time Generac does feel this is an issue that can be resolved by a repair. Attached is the warranty statement which outlines that Generac will repair the generator if there is a manufacturing defect found within the warranty timeframe. As a concession, Generac has also offered to re-start the warranty from the date of full operation.

Thank you,

Generac Power Systems

5/24/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Back-up generator installed 3/2011. Airbox needed replacement in 2014. Now Cylinder head kit needs replacement. Neighbor's 7 yrs has not had parts rep I feel that I have got a DUD from the manufacturer. CDS Electric installed the generator. My neighbor's generator which is at least 7 years has had no parts replaced - only service-theirs too was installed by CDS Electric. The manufacturer - Generac - replaced the air-box in my generator last year, after I complained about it. I complained to Generac - the manufacturer about the recent service and the recommendation by CDS Electric, (that I replace the Cylinder Head - the parts $185/- and labor - $95/-); Generac tele# 1-888-436-3722; Case # 184556. I believe that either I have gotten a lemon and the manufacturer needs to replace this second part that is needed, or if this is a common feature, then Generac needs to have their manufacturing specifics reviewed better.

Desired Settlement: That Generac has this 2nd item replaced - to pay for part and installation- and is more responsible for testing out the units prior to being installed by other parties - such as CDS - who has washed their hands after the installation, other than offering warranties, where they make more money!

Business Response:

Good Morning,

   Mrs. ********'s original warranty was from 03/26/2011-03/26/2014. This coverage included labor and parts for the first two years, and parts coverage for the third. Within that timeframe, Generac does not have records of Mrs. ******** having an issue with the generator. However, on 07/16/14 Generac had offered as a concession to pay parts and labor to an authorized service dealer for an airbox repair on the generator. At this time, Generac has offered an out of warranty concession for the airbox repair and will not be able to offer a further concession for the current repair that is needed.

Thank you,

Generac Power Systems

Consumer Response:

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

[The date the work on my generator was completed on 5/19/11 - discussions etc. took place earlier. Early in May 2014, I walked outside for something else and noticed a "red" light on, rather than a "green" light.  I brought this to the attention of the  installers/servicing-CDS Electric - who arrived on 5/19/14. Replaced airbox as choke was sticking.  I brought it to the attention fo Generac, who paid for the part and service in July, 2014.  Now, at service in March 2015, CDS says I need another part - cylinder head kit which will cost $185/- + $95/- for labor. ]

 

This constant replacement of parts does not sound right - does it??

Regards,

******* ********

 

 

Business Response:

Good Afternoon,

   At this time Generac has a record of two repairs needing to take place. The first repair was an airbox assembly that took place in May of 2014. The second repair is the repair that is currently needed. The customer has owned the product since 03/26/2011, so our records do not indicate there has been a constant need of parts being replaced. Generac is unable to participate further in out of warranty concessions, as we have made an out of warranty consideration in the amount of 245.00 in the past.

Thank you,

Generac Power Systems

5/23/2015 Problems with Product/Service
4/21/2015 Guarantee/Warranty Issues | Complaint Details Unavailable
4/5/2015 Guarantee/Warranty Issues | Read Complaint Details
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Additional Notes

Complaint: I had a problem with my automatic home generator and had to have warranty work done,a starter replaced. I called the recomended service company Generac recommended. They came out and replaced the starter. The problem is they replaced it with a used part. The used part failed after the waranty period expired. When I called Generac they informed me I should of received a new starter. They said they would not replace the starter although it should of been replaced with a new part.. Generac told me I had to use this service company and they should back up their work since I had to use this company. They informed me they monitor there service companies but there was no follow up by them at all. What do they do to make sure the customer is treated fairly? Nothing. No e-mail follow up, no phone call, no letter, no nothing. All this company is worried about is the bottom line. I have been cheated and the public should be aware of this companies bad practices.

Desired Settlement: They should have to replace the part. It is there responsibility to monitor there companies that repair their products.

Business Response:

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 10/15/2010. The customers warranty for labor had expired 01/18/2012, and parts had expired 01/18/2013. 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 replacement. If the customer is concerned about the work performed previously by this independently owned and operated dealer, we would ask that he contact that company directly.

Thank you,

****** **********

Generac Power Systems

Consumer Response:

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

Thank you BBB for bringing this complaint to the company in question. The issue here is not that I had the starter replaced under warranty, and the warranty has now expired, but the fact Generac had required me use their company to repair my generator and they cheated me by putting in a used part instead of a new part. Gererac seems to feel they have no responsibility. Under the terms of warranty I should had received a new starter, if I had a new part instead of a used part it would not likely had broken down again. The public needs to be informed Gererac uses these companies as they service the product the cheapest even though they cheat the customer. They can therfore pass on the blame and not accept responsibility. The main fact here is the company doesn't care about the end customer as long as Generac saves money in the end. Seems like Generac would be concerned this is not likely the first time this servicing company has not made repairs satisfactory and cheated the customer, but again they are more concerned about profit. This response makes it completely clear to the public Generac is more concerned about their bottom line and not the servicing of their products or customers. Also, by making this complaint to the BBB hopefully many customers will know what type of company Generac is and they can not be trusted. The public having many choices of generators from other companies will now be informed and hopefully more likely to use other companies that are dependable.

****** ****

 

 

Business Response:

Good Afternoon,

   We have requested for the customer to send us the part back for inspection to determine if this was in fact a used starter. Once Generac recieves this part, we will be able to provide a further update. If in fact it is a used part, we will look into offering a concession for the customer.

Thank you,

Generac Power Systems

3/29/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I purchased this Generac One Wash Pressure Washer on April 11, 2014 which came with a two year warranty that is still valid and active. I have called the number on my receipt (###-###-####) which picks up, then hangs up on you! I then called the number on the website many times and was able to speak with someone three (3) time now and they continue to refuse to help me. The unit just won't start, and all they do is keep telling me that I have to have it serviced and an authorized repair station. I drive a car and have no way of getting it there. I have been hung up on twice (x2) by ****** on their chat service, and when I called and asked to speak with a supervisor today I was hung up on again. This is no way for a company to treat their customers. This Generac One Wash Pressure Washer is not even a year old and was used only once! What can I expect going forward if it won't even start at only 10 months old!

Desired Settlement: I want to ship this back at their expense and receive a complete refund of $439.91

Business Response:

Good Afternoon,

   We have been in contact with Mr. ***** and have offered to pay for a dealer to pick up his power washer. Although a pick up service is not normally covered under warranty, we have offered this as a concession. Once the dealer is able to diagnose the issue we can work towards resolving the issue with the product as soon as possible.

Thank you,

Generac Power Systems

3/26/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I've purchased a home generator back in 2011. It took several weeks to receive this product. When I did receive the generator it didn't put out any power. After several attempts to return item the refused the take item back. I've made several trips to their authorize dealer for repairs. The mechanic was in amaze on how badly this unit was put together. After several weeks at the repair shop I was able to take unit home. The mechanic informed me “good Luck”. To make a long story short, the unit has less than hours use on meter and the thing still doesn’t work. Generac informs me that the warrantee on unit is passed by a year. They basically said to bad for you. I paid $1500.00 for something that I can’t use.

Business Response:

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

Consumer Response:

[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.]

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. 

Regards,

 

****** ********

 

 

 

2/27/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I bought a Generac XG 7000 Portable Generator about 3 years ago and have used it once. I have started it regularly for every six months and changed the oil twice. Back in November 2014, we lost power upon starting the Generator it ran fine, but there was no power output. I contacted the company first via phone and after sitting on hold for 15 minutes was dropped. I contacted the company using provided contact form on the website and did not hear anything back for about a week, I called again and as expected the call was dropped, so I filled out another one their online forms. Finally I heard back about 3 days later from Customer Support, suggesting I "field flash" the generator with an electric drill, to excite the magnetic field, well that did not work. I even tried using a cordless drill to increase the RPMs to the electric drill. That did not work either. I responded back to their email, and did not hear anything back, three days later I sent another email and finally heard back a week later. So now I have a $1300.00 noisemaker sitting in my garage produced by a company that clearly does not focus on customer service or quality. I still cannot get though on the ###-###-#### number without sitting on hold to be inevitably dropped and the Customer Service Reps do not seem to respond to email.

Desired Settlement: I hope to achieve a couple of things with this complaint: 1) To get the unit replaced, repaired or refunded completely at the cost of the company(including any shipping costs that may be incurred). 2) To inform BBB and other people about this company. 3) To make it clear that this company's practices and procedures are unacceptable and need to be greatly improved.

Business Response:

Generac Power Systems would like to thank Mr. ********* for contacting us regarding the problems he has experienced with the purchase of his Generac Power Systems portable generator.  The Generac Power Systems customer service department has been in contact with Mr. ********* and have provided him contact information for a Generac authorized repair facility that can diagnose the problem and provide an estimate of repair if needed.

The Generac Power Systems customer service department will review this complaint again once the diagnosis from the authorized repair center is provided.  The Generac Power Systems customer service department can be reached at 1-888-GENERAC and the case number for Mr. ********* is 198349.

Regards,

Generac Power Systems

Business Response:

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,

****** **********

Generac Power Systems

 

Consumer Response:


Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. 

Regards,

 

****** *********

 

 

 

2/23/2015 Guarantee/Warranty Issues | Complaint Details Unavailable
2/12/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I purchased a 7500E GP series generator in October 2014. There are serious discrepancies in the owner's manual for the generator, several having potentially serious consequences for me and my family (as well as other purchasers). I requested replacement of the unit with a unit from a series (XP) with more reliable instructions and therefore more likely to perform satisfactorily. I reported this information in a letter to the manufacturer's president on November 24, 2014 and in a followup letter dated January 6, 2015. The company has not responded to my requests. See attached copies of the referenced letters.

Desired Settlement: Exchange of GP unit I purchased with a 7000E XP unit.

Business Response:

A copy of the response Generac has sent to Mr. ***** is listed below along with an attachment addressing each one of his concerns.

 

 

Dear Mr. *****:

Thank you for your recent correspondence inquiring about a number of discrepancies that you felt are present in the owner’s manual provided for your GP 7500E.

We have reviewed your concerns and have provided detailed responses to each specific concern in the enclosed attachment. 

To summarize briefly, while there is one small and not material error, the manual is both accurate and clear with respect the majority of issues that you raised.

With respect to your request to provide ‘a trade at no addition cost to me’ into a XP 700E, I am sorry but we will not be able accommodate you in this request.

 

Regards,

 

 

   ****** ** ********

******** ** *******

Business Response:

Good Afternoon,

Thank you for providing Mr. *****'s current concerns. At this time, we remain with our response dated on the 29th. Please see below for reference:

Generac Power Systems would like to thank Mr. ***** for providing is input on our response to his complaint. The complaint filed by Mr. ***** has been reviewed by our management team which resulted in our response to the complaint via the letter that has previously been provided. If Mr. ***** would like to review those findings or if he feels that all of his concerns were not addressed we would encourage him to contact our customer service department at ************* as that is the proper channel have those conversations.

Regards,

Generac Power Systems

Thank you,

****** **********

Consumer Response:

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, 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.]


Generac management is abdicating its responsibility by referring me to Customer Service, when (1) Customer Service has been unable to satisfactorily answer some of my requests, and (2) some of the issues I raise clearly do not belong to Customer Service.  I stand by the previous statements that I have made.

Regards,

******* *****

 

 

2/11/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Hopefully, you can help with a problem I am having with Generac Generators along with their repair company, Warshauer Generator. In August, my wife and I decided to purchase a Generac Generator since we moved back to New Jersey just before Hurricane Sandy and the storm that followed. We were without electricity for about ten days total. We contacted an authorized Generac installer who quoted a fair price and helped with the permitting process. After the permits were approved, the generator was installed near the middle of November. The generator was set to do a self diagnostic test once a week on Thursdays. It completed it's diagnostics successfully every week showing a green light until Christmas day. Just before going out for the day, I waited for the generator to do it's test and noticed that it ran for 30 seconds three times, stopped and showed a red light. I contacted the installer and asked if it was safe to leave the generator in that state. He assured me that it was and said that he would be down the 31st with the repairman. The installer and the repairman came that day and ran some tests. The repairman then stated that he would have to contact Generac and do some more tests. The repairman came back the 7th of January did some more tests and said that he had to order parts from Generac and would take about two weeks. I spoke to Generac that day, because the repairman told me to call and ask that the order be expedited. The customer service rep stated that it was the job of the repair company to do that and there was nothing that she could for me. I then followed up with an email. On January 13, I received a call from Generac Customer resolution who stated that she was going to check into the matter and get back to me. After approximately a week later, I tried to calling her and got her voice mail. In it, she stated tsat she would call back by the end of the day. She never did. I tried calling back two more times over the course of the next week with the same results. Bare in mind, that the installer was also in touch with the repair company as well as I. All to no avail. Fast forward to today with the snow coming down sideways, I contacted my installer who contacted Warshauer and was told be them that they were at the mercy of Generac since it was under warranty. I, again contacted Generac and spoke to another customer service rep who stated that he would see if the items could be expedited and would get back to me by the end of the day. I called back later that afternoon and got his voice mail and so far I haven't received a callback. I contacted my installer again and he stated that the Generac rep told him that the part was on back order and would not be ready for shipping until the 4th of February. If they ship it that day, it would take about another two weeks to receive it and have the repairman come to install it. My installer asked if they could take the part off one of the completed generators in the warehouse and they said no. He then asked if Generac could ship a whole new generator. They, again said no. If everything goes as Generac told me, the generator will have been inoperative for at least two months. It is my hope that you can speak to someone from Generac or Warshauer and have the generator up and running. I'm sure that there are generators in their warehouse that could be swapped out, or, at least scavenged for the parts. Regards, Generac Case number: ****** Generator Serial number:******* Generac telephone number: ###-###-#### Customer Resolution Rep: **** ******* ***** Customer Service Rep: **** ***** ********* Generator: ###-###-####

Desired Settlement: Timely Repair or replacement of the entire unit

Business Response:

Good Afternoon,

We do apologize for the issues Mrs. ******* experienced with her generator. We have had an authorized dealer working with her, to replace the parts under warranty. The dealer has received the parts necessary to repair the generator. The repair is scheduled for Friday the 6th at 8:00am. We are also going to re start the generator warranty from the date of full operation.

Thank you,

****** **********

Generac Power Systems

Consumer Response:

[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.]

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. 

Regards,

 

******* *******

 

 

 

2/2/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I needed information about a product sold by this company and was refused any usable data; without this information I cannot use the product. Money and time lost due to failure of this company to provide service information.

Desired Settlement: I would like and email with the information I need or a replacement unit.

Business Response:

Generac Power Systems has contacted Mr. ***** and have discovered that the product in question is not a Generac Power Systems piece of equipment and we have provided him with the contact number for the appropriate manufacturer.

Regards,

Generac Power Systems

1/20/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I purchased a Generac ********* 2,700 PSI 2.3 GPM 196cc OHV Gas Powered Residential Pressure Washer from Amazon.com in December 2013 and used only once. I tried to use it again in December 2014, and I noticed that it is leaking gas. I contacted their customer service and one of their representative told me to take the unit to Northern Tools & Equipment in ******* and it will be covered under warranty. But Northern tools said their claim for warranty is denied and charging me $96 to fix the unit. Upon researching online, I found that a lot of consumers are complaining about the same problem. I contacted the customer service again and say they cannot help with it as it may not be under warranty.

Desired Settlement: Refund repair charges from Northern Tools & Equipment

Business Response:

Generac Power Systems would like to thank Mr. ***** for contacting us regarding the problems he is having with his purchase of his Generac Power Washer.  A Generac Power Systems customer service department agent has been in contact with Mr. ***** and have reviewed the unit storage procedure found in the owners manual.  The power washer was not stored in accordance with the instructions provided and the the failure (gummed up carb) is not something that is covered under the factory warranty.

Regards,

Generac Power Systems

Consumer Response:

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

I didn't accept the evaluation of the Genarac company regarding the storage.  Essentially they are blaming all the customers whose units failed with the same problem.  I hope they better take care of the customers.

Regards,

****** *****

 

 

12/23/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Generac Evolution 8 KW Model 0062370 Serial ******* Cost $7100.00 Hours Unit Has Worked = 0 The above generator was installed on 11/5/14 and has never worked. Multiple calls to authorized elite Generac Dealer and Generac. No resolution of problem to date. Have repeatedly requested a new working generator from Dealer and Generac. Dealer states they would be willing to swap the non working unit only if Generac reimburses Dealer for cost. That is an issue between the Dealer and Generac, not the consumer. Generac is not honoring the contract of a working new unit. Customer service at Generac states a generator is like a car as it has a warranty. Is it reasonable that a consumer purchase a new generator that works? Is it reasonable that a consumer would not accept a car which does not drive off the lot? Is it reasonable for a consumer to purchase a new unit only to be told the unit needs three new parts? Is it reasonable one of the parts for a new generator is on backorder? A thumbnail of what has transpired below. Further documentation of calls to Dealer and Generac available upon request. Video is also available of the "new" generator which fails to start. Generac Evolution 8 KW Model 0062370 Serial ******* Cost $7100.00 Hours Unit Has Worked = 0 11/5/14 Unit Installed - Throttle issue 11/12/14 Pressure gauge removed, informed unit does not work. Tech calls in to Dealer to schedule an appointment with service tech. 11/18/14 Service Tech visited. Stated a new assembly mixer, part 0J9894 was necessary to repair 11/19/14 Weekly exercise at noon. Generator attempted to start and sputtered three times and died. Error code 1902. 11/19/14 Initiated conversation with Dealer requesting a swap out for a new unit as the unit has failed to work since installation. Is it reasonable to purchase a new unit that actually works? 11/24/14 Incident report filed with Generac, assigned to xxx - Resolution Rep. Case xxxxx. Requested a new working generator as was agreed upon to purchase versus a non working generator that was provided. 11/25/14 Service Tech visited. Generator does not work. Tech stated 2 new parts are needed, a wiring harness OK2944 and controller OJ8371BSRV. 11/25/14 Conversation with dealer continues. Dealer states the issue of providing a new generator will be pursued with Generac. 11/26/14 Weekly exercise. Generator attempted to start and sputtered three times and died. Error code 1511. Video. 12/1/14 Contacted Resolution Rep at Generac. Not told part was on backorder. Asked if it was reasonable that a new generator work at installation? Rep. stated is was but that is why there is a warranty. Rep. stated the generator is like a car with a warranty. I state would a car that doesn't start at purchase be acceptable? Is it reasonable a new car which doesn't start and needs three new parts is acceptable? Stated to Rep. that a new generator with a new warranty is acceptable to this consumer. Rep. stated she has every confidence the new parts will fix the issue. I stated how can a customer have any confidence in a new non working generator that needs three new parts and multiple service calls? I also reiterated the request as well as the number of times this consumer has taken off work to deal with the issue. Will Generac compensate that? Generac is failing to own the problem it has created with a lemon generator.

Desired Settlement: Replacement of non working new generator with a new working unit; warranty to begin at installation of a proven new working unit.

Business Response:

Good Morning,

Generac Power Systems would like to thank ****** ***** for contacting us regarding the problems being experienced with the purchase of a Generac Power Systems home standby generator.  The Generac Power Systems customer service department has been in contact with ****** ***** and are in the process of getting the current generator exchanged for a new one which is aligned with the request being made in this complaint.

We apologize for any problems that ****** ***** has experienced and any future questions can be directed to our customer service department at 1-888-GENERAC under case number ******.

Regards,

Generac Power Systems

11/23/2014 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: I purchased a Generac automatic Generator in Feb.2014 , on installation they could not get it to work. At the end of the day they finally got it on and before they left it stopped working and worked on it again and got it started. In May it stopped working and we called several times and finally ***** came back out. They are the ones who tried to install it. It has torn up again since the first of October and they have yet to come back out. We have called them at least 10 times. I paid 6,150.00 for this faulty unit. My warranty will run out soon for someone to work on this. I do not want this anymore winter is here and it will not work stays torn up. I want reimbursed and for Generac or ***** to come get it!

Desired Settlement: Money back

Business Response:

Generac Power Systems would like to thank ***** **** ******* for contacting us regarding the problems she is experiencing with the purchase of her Generac generator.  The Generac Power Systems customer service department has been reaching out to both ***** **** ******* and the service provider to gather the information needed to properly address this complaint.

As of yesterday we have been able to speak with ***** ******* regarding the service call that was made his past Friday the 7th of November and have attempted to contact the service provider and we are awaiting their response. We understand that this complaint has not yet been resolved and will continue to drive this to a resolution.

Regards,

Generac Power Systems 

11/4/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I purchased a generator from third party new in crate first 6 months it work great and then it became a night mare .At first Generac was working with Wolverine power systems but when they couldn't fix it they drop the case.We spend over $ 5,000.00 and Genarac will only say you bought from third party will can't help you. We have done everything Genrac ask us to do. This generator is a lemon . Case number is ****** . model number ************ serial number *******

Business Response:

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 2006 and was purchased some 5 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 8 years ago and was sold as is to him by a third party who had possesion of the generator for 5 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

Business Response:

Generac Power Systems would like to thank Mr. ****** for commenting on our response to his complaint.

As we had indicated in our earlier response, our technical service staff is available to our authorized service provider should they need any technical assistance with the generators that we manufacture. 

We have previously responded to the initial complaint and we apologize for not being able to provide Mr. ****** with his desired response.

Regards,

Generac Power Systems

Consumer Response: 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... ******* ******

10/18/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Generator was purchased in July 2012 and has been nothing but a problem (surging house, bad motor and other bad parts). It has been to 3 repair shops, none of which can repair problems, so Generac promised a warranty replacement. We have been without a generator since January 2014, and Generac cannot provide a date as to when we will receive our replacement. My wife and I continue to call Generac weekly, if not several times per week, and are still left without a working generator. Terrible customer service and lack of fulfilling replacement promise.

Desired Settlement: As promised by Generac, we have been awaiting a replacement for about 2 months, and our case manager cannot seem to locate our replacement generator or provide an accurate ETA.

Business Response:

Generac Power Systems would like to thank Mr. ******* for contacting us regarding the problems he has experienced with his purchase of a Generac Power Systems generator.  The Generac Power Systems customer service department has been notified that the replacement generator will be shipping on Tuesday, October 7th.

We apologize for any delay in getting the replacement generator shipped to Mr. *******.

Regards,

Generac Power Systems

10/9/2014 Guarantee/Warranty Issues | Read Complaint Details
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Additional Notes

Complaint: During a routine maintenance check on my generator in April, the local distributor noticed a problem with the functioning of the unit, and contacted Generac, as the unit is only one year old and under warranty. According to the terms of the warranty, Generac must approve all repairs. The distributors workers have been to our home at least five times attempting to repair the unit, each time following specific instructions from Generac. I became directly involved with Generac a few weeks ago, when the failure to fix persisted. There has been no follow up communication from Generac, in spite of promises, and all I get when I call, are repeated assurances that they are working on the Problem. It should not take Three months and still not have the unit working.

Desired Settlement: If this was a car, I would already have a new one under the lemon law. They need to supply a brand new generator which WORKS, as they obviously cannot affect a repair of this unit.

Business Response:

Generac Power Systems would like to thank Mr. ***** for contacting us regarding the problems he is experiencing with his Generac home standby generator.  The Generac Power Systems customer service department has been in contact with Mr. ***** and would like to send out a different service provider to inspect the generator and at that time they will make a determination on what the next steps will be.

We apologize for the problems that Mr. ***** is experiencing and will work to resolve those concerns as soon as possible.

Regards,

Generac Power Systems

Business Response:

Generac Power systems would like to thank Mr. ***** for contacting us regarding the problems he has had with the purchase of his Generac generator.  The Generac Power Systems customer service department has been in contact with Mr. ***** and provided him the information that his replacement generator shipped on 9/24/14.

If Mr. ***** has any questions regarding this generator shipment our customer service department can be reached at ************* under case number ******.

Regards,

Generac Power Systems

 

Consumer Response: It has taken Generac 6 months to get to the point we told them at the outset, to replace the unit. Their customer service is most unresponsive, never returning phone calls. When they do actually answer the phone, they are full of promises which are never met.

9/28/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: We purchased an automatic generator with the thoughts it would give us piece of mind when our power would go out when we were not home and that it would kick on and run our sub-pumps so as our basement would not flood out. After the first year of having the product on multiple self test it would error out and have to be reset - when the power would go out it would not start on its own - we would have to hook up our portable or self start the automatic one. We would not have invested in an automatic one if we always have to self start it. We submitted a claim before the warranty ran out - we received slow responses - the warranty has now run out so they don't want to do anything even though the first claims were well before it ran out.

Desired Settlement: In the beginning we were just looking for a possible extended warranty - we have now added more issue since the initial contact - we now would like a replacement - we feel this one was a bad unit off the production line.

Business Response:

Generac Power Systems would like to thank ***** ******* 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 ***** ******* 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

 

 

Consumer Response:

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

Yes, they did 'hang another part' on the Generator -at their cost, but only time will tell if it corrects the issue. We have had other 'parts' hung before that they thought would fix the problem only to have it happen again in a month. Unless we go over 2 months or more without any codes being thrown. I will not feel comfortable yet with the unit.

[To assist us in bringing this matter to a close, we would like to know your view on the matter.]

Regards,

***** *******

 

 

Business Response:

Generac Power Systems would like to thank ***** ******* for commenting our previous response to her complaint and we would encourage her to contact our customer service department if they for some reason the generator does not operate as designed.  We are confident in the repairs performed by our authorized service provider but also understand the concerns expressed by ***** *******.

We will leave the decision to the BBB if they would like to leave the original complaint open.

Regards,

Generac Power Systems

9/28/2014 Guarantee/Warranty Issues | Read Complaint Details
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Additional Notes

Complaint: 3 times in 3 years my 20kw Stand by residential NG Generator has self destructed due to shoddy manufacturing and poor quality control. Each time under warranty. Product has become so unreliable I have had to have an electrician wire in my old smaller gasoline generator to back up my house power when the Generac goes down. I am a ** **** ******* **** *******. When we have storms like ***** and ***** I am out protecting other family's homes often for 36 to 40 hours straight. I feel i cannot rely on my unit to do its job. How is it I got two lemons? Is there a build in reliability flaw. This time the system fell apart just during its weekly self test. I heard the metal on metal screech.The local tech from North East Generators, a reliable service that services all the public utilities and fire houses in my town declared the unit doa. We are entering our storm season. I don't want to wait three months for this repair. I called Generac but I know without a call from you they will drag their feet. The case number they assigned to me was #******. The serial number on the unit that was replaced last year was *******. I don't know how but they looked up the history based on the old unit SN. If they replaced the unit how would it have the same serial number??? I had to call the tech during the Labor Day Weekend to assess the trouble. I want Generac to pick up the Holiday repair bill. Another issue that disturbed me was this matter was called in last week and Generac had "nothing on record"...Again, the same response I got last time. It does not instill a little confidence that this will be addressed any better. And one more thing. i read your reviews on Generac. You seemed to whitewash my complaint last year. I did not say i was satisfied with the product and service. The fact that I had to install a back up to my back up generator should be clear evidence that I think they make a poor product. I just wish I had more money to spend to get a better replacement.

Desired Settlement: Emergency replacement before the next big storm and work it out with NorthEast Generator. Cover all their charges. This new generator is one year and one month before it fell apart within the parts and labor warranty. And please do a better job constructing the damn thing and checking it out before it leaves the factory. i expect this from china, not from a tgood old USA company

Business Response:

Generac Power Systems would like to thank ******* **** for contacting us regarding the problems he has experienced with his purchase of a Generac Power Systems home standby generator.  This complaint has been reviewed by our customer service department and our management team and the decision has been reached to replace this generator for Mr. ******* ****.

The Generac Power Systems customer service department is currently working with our authorized service provider and our shipping department to get the proper documentation completed so we can send out the replacement generator.  This information has been shared with Mr. **** and our customer service agent will keep in informed throughout the replacement process.  If Mr. **** at any time would like to speak with our customer service department he can contact us at 1-888-GENERAC and this is documented under case number ******.

Regards,

Generac Power Systems

Consumer Response: On Wed, Sep 17, 2014 at 4:43 PM, ******* **** *** **** ***************** wrote:

You folks are amazing. Still waiting for unit though.

******* **** *** **** ************ ****** ******** ******* ****** ******* *********** ******** ******* ******* ***** ****** ******* ******** ***** **** *** *** **** ***** ***************

9/24/2014 Problems with Product/Service | Complaint Details Unavailable
9/22/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: The defective generator has never worked. We have had numerous storms that caused power outages since the purchase of the Generac generator in the Fall of 2007. I have a 5 year old grand-daughter that can't go without heat. My business partner that lives in my home is a r****** **** ********* that has disabilities. She can't go without heat either. I have a 3 page detailed, accurate accounting of the events, including photos. **We purchased 2 Generac generators in the Fall of 2007. One was a 16kw STAND-BY and the other was a 60kw STAND-BY. The 16KW generator was installed and has run perfectly since its installation. The 60KW generator was NOT installed until the Fall of 2008. When the 60KW generator was delivered to the site (**** ******* *** ***** ********** **) for installation, the electrician and the Generac authorized installer came out to the site to perform the installation. The generator would not start. The electrician checked every electrical component up to the generator system and the exercise process; he determined that the starting problem was due to the generator itself. After the installation, I had to call *** on numerous occasions to tell him the unit was not working properly. When the installer, *** *******, from ******* **** (an authorized dealer including installation, and repair of Generac) came to check it, he would find hose off and bolts that needed to be tightened, so he called Generac. Generac had the installer run the diagnostic testing on the generator. The generator still would not start. The installer checked the water column on the hose, checked all continuity and timing; the generator still would not start. He was on the phone with Generac troubleshooting throughout the installation process. The installer had to come back several times to replace parts, check the timing, perform diagnostic tests, and the generator still would NOT start automatically. The installer worked manually on the generator till he got it started, and finally got the generator to start. When the generator engine got warm, it would finally turn on automatically, but it would not automatically exercise. Someone had to manually start the generator to get it to exercise it weekly. We went through two winters without the generator working. One storm caused us to be out of power for approximately 5 days. We had to purchase a portable generator to keep the refrigerators and freezers going so as not to lose food. During these two years, the installer would make several visits to the site when he was in the area. ****** was forced to learn everything about the inside of the generator, so she could manually exercise the generator. The other reason ****** had to learn the working components of the generator was so she could call *** during power outages and have *** walk her through some troubleshooting items to try to get the generator to run. *** (the installer) had talked to Generac multiple times to inform them that this generator was a “lemon” and should have been replaced with a brand new generator during the first installation phase when it would NOT start! Generac would not act on their authorized installer’s recommendation regardless of the many times he had to check to see if this generator ever worked. Over this two year period from the Fall of 2008 till the Fall of 2010, ****** talked with the installer a multitude of times. The generator just would not work. ****** also called Generac on numerous occasions with *** on the line to ask Generac when they would completely replace the entire unit. By this time *** has physically replaced every part in the generator that could be tested without removing the engine itself. During these two years, while *** was still servicing this generator, he would get the generator running. This gave us a false sense of security that the generator would now work! IT NEVER DID!! During this two year period the generator would ‘backfire’ when the generator did turn on and again when it turned off. In SEP 2010 while ****** was trying to manually exercise the generator, it ‘BLEW UP’ knocking her about 10+ feet backwards with the generator door landing on top of her. She called Generac and they did not respond to this accident, nor did they tell her that they would now fix it. This incident could have been fatal; yet, Generac would not fix the problem. On 10/5/2010 ****** called *** to get assistance since Generac said that the warranty had run out, and it was up to us to fix it. *** told me to check the hoses inside the generator to verify that the hose were attached before I exercised the generator; the backfire issue was blowing the hoses off. On 10/8/2010 *** talked with a person from Generac named *****. *** told ***** at that time that this generator was a “lemon,” and it needed to be replaced by Generac at no cost to the owner. During all of this time, *** and ****** reported the issues to Generac to no avail. Voicemails were left for Generac, and they would not be returned. The same situation occurred with emails. On 10/20/2010 ***** told *** that he was putting replacement parts in a box for the generator repair and discovered that the parts did not match the pictures that ****** sent ***** via *** of the 60KW damaged generator engine. He asked *** to have ****** take a picture of the barcode on the engine of the generator. ****** took the pictures and emailed them to *****. ***** told *** that the picture of the barcode ***** received from ****** did not match the standard engine for the 60KW generator engine. ***** had to reorder the replacement parts to repair the generator based on the barcode. *** received a large box containing all of the new replacement parts that he should need to rebuild the generator that had ‘blown up.’ After spending an entire day during storm conditions replacing the new parts, the generator still would not turn on! *** called Generac to let them know that the replacement parts did not correct the problem of the generator starting. So, Generac got their technical people (*****, ****) on the line with *** (conference call). They asked *** to run a water column test to check to see if the propane pressure was running per Generac’s specifications. It was. Pictures were taken by *** and ****** and sent to the Generac technicians to prove that the test results were accurate. The technicians then had *** change out the battery which was not bad. Then, they ran another diagnostic test on the entire generator. The technicians had *** replace other parts to get the generator to run. The generator would not start. So, *** ended up replacing the starter again (FOR THE SECOND TIME). He was then able to get the generator to turn on manually. In approximately February 2011, the generator came on and ran for about 4 hours and then the fuses started blowing. *** walked ****** through replacing the fuses. The power had come back on. In approximately 11/22/2011, we lost power again. It ran for four hours and then stopped. ****** went outside with a flashlight to see if it was just a blown fuse. It was, so she replaced it; however, the fuse blew again. Since it was in the middle of the night, ****** did not call *** till the next morning. He said he would be over on 11/28/2011. He checked the generator for over 2 hours and determined that replacing the starter again might help. So, *** replaced the starter (FOR THE THIRD TIME) and the generator started. After this, the generator would exercise sporadically over the next 18 months. Yet, *** was still checking on the generator during these 18 months because it was not consistent. We had no way of knowing it if would function during a power outage. On 6/20/2013, the generator actually exercises on its own. Halfway through the cycle, the generator started making loud, banging sounds within the generator. ****** ran to generator doors to try to turn the generator off **and the turn the propane off. The entire front of the generator (parts) blew off the face of the engine when ****** opened the doors of the generator (water pump, belts, ). ****** called Generac the next day (6/21/2013). They gave ****** a case # ******; after realizing this generator had been reported before and given a case number then, they change case # ****** back to case#******. ****** was told that they did not keep the original pictures for the first explosion; therefore, Generac told ****** that she had to fill out a new incident report with pictures of the generator form 3’, 5’, and 10.’ Generac also required original installation photos to ensure that the installation had been done properly—they asked for all of this data despite Generac having been on the phone with their authorized installer when the generator would not start on day one. ****** took pictures. After she emailed them to Generac, she was told that the incident report and the pictures had to be assigned to a resolution person. On 6/25/2013 ****** called ***. He came out to the site on 6/25/2013. He took pictures and a movie of the generator. He has (in the past) replaced every component of this generator, including the starter 3 times, fuses many times, computer board etc. *** suggested to ****** to call Jenny Tobias at Generac; ****** called twice and left messages. Jenny did not return ******’s calls. ****** started calling back to the original cus***er service number at Generac. ****** sent in all of the photos that they had requested. ****** started making phone calls to the original person that worked on my complaint (******). I assumed that ****** wrote in the claim notes that it looked like an installation problem. I called ****** 3 times in one day trying to reach her. I left messages each time. On the last call, I was informed that it was past her work hours and she had gone home. I asked to talk to a supervisor, and I was told that they did not have supervisors available. *******, another of the customer service assistants, told me on one of my calls to ****** that it looked like an installation problem to her too. You are going to have to talk to ******. On 10/10/2013 I called ****** again since bad weather was in the forecast. I got ******’s voicemail—it was 10 days from the time of my last call. After leaving a voicemail, I waited for another person to answer the call. ***** finally answered. ***** listened to my complaint, looked at the incident record, and said ****. On 10/10/2013 Generac called *** and asked for all of his photos of the engine of the generator when it had blown up—this was a second request. On 10/10/2013 ***** called me. She said that the technician was off, she had talked to ***, and she would continue to talk to the directors, technicians, and ******. ***** said that ****** will eventually have to take over this case number. THIS WAS NOT OUR PROBLEM. We had continuously called ****** and left messages. She failed to return any of them. Generac is saying that they have lost all documents, photos, and information provided to them from the first report of this generator not working. It was still under warranty at this time—rather convenient. Now that it has blown up again (as the attached pictures will show), Generac says they cannot find any previous documentation and the generator is no longer under warranty. If they would have replaced the generator the first time it blew up (under the lemon law), they would have not been out any money and I would have a working generator. From October 11-16, 2013, I was calling ****** requesting the status and having to leave voicemails. She never returned any of my messages. On the 17th, ****** called me at 2:40 PM. She explained that Generac would not replace the unit because it was out of warranty. She offered to send out a Generac Dealer to inspect the generator for possible repairs. I was NOT satisfied with her suggestions (because I was doing their jobs of calling service technicians and taking pictures), so I hung up on her. Throughout the month of November 2013, I called ****** & ***** to request the name of a certified dealer. I left numerous messages and neither of them would return my calls. The propane dealer said that they have only been able to top-off the 1000 gallon tank with 91.5 gallons of propane during the 5 years that I have had this generator. The bot*** line is that as co-owner of the generator, I am a ******** *******. I can’t go without power and heat when there are storms. I feel that a Veteran should receive better service than what we received. I have photos of the various incidents that have occurred with the generator. I cannot attach them to this report. If you could give us a fax #, we could fax them to you. They are relevant to this complaint because the generator has blown apart on 2 occasions.

Desired Settlement: Replace the defective generator with a brand new generator--exactly like the one I purchased in 2007 for about $10,000.00. I DO NOT wish to get a re-built or partially used by anyone else; i.e. floor model. It has to be brand new just like the one I ordered for which you kept the $10,000.00 I paid for it before you ever checked to verify it worked.

Business Response:

Generac Power Systems would like to thank ****** ******** for contacting us regarding the problems being experienced with the purchase of a Generac Power Systems standby generator.  We have send this complaint to our cus***er service department who is in the process of contacting ****** ******** and scheduling an authorized service provider to come and inspect the generator.

The resolution to this complaint is ongoing and our cus***er service department can be reached by calling ************* and a case number of ****** has been assigned to this complaint.

Regards,

Generac Power Systems

Consumer Response:

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID *******, 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,

****** ******** * ***** ***** *****

 

 

Business Response:

Generac Power Systems would like to thank ****** ******** for contacting us regarding the problems she has experienced with the purchase of her Generac Power Systems home standby generator. 

The complaint has been reviewed by our customer service department as well as our executive team and Generac Power Systems is willing to send out all parts needed to repair the unit, including the engine and engine harness.  The travel and labor charges to have the repair completed would be the responsibility of ****** ********.  The decision is based on the factory warranty expiring on 11/15/09 and this will be the second out of warranty concession on behalf of Generac Power Systems.  We have made several attempts to contact ****** ******** via phone and e-mail and have not yet received a response to her acceptance of our final offer to resolve her complaint.

The Generac Power Systems customer service department can be reached by calling ************* to discuss this complaint.

Regards,

Generac Power Systems

Consumer Response: We are requesting an extension of 10 days so that we can discuss the offer from Generac with the original installer. He will be able to tell us if replacing all the parts will make the Generator function as new. We also ask that Generac provide a warranty to cover repairs to the Generator. Remember, Generac has had approximately $12,000.00 of our money since we purchased the generator and has used that money for various other items. Since we paid the $12,000.00, we have not had any benefit of the $12,000.00 generator. It has never worked and we have been dealing with Generac since the first day of installation. We want what we paid for originally.

9/20/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Product has not functioned properly/consistently since installation.Contacted customer service on several occasions without any satisfaction.Note: detailed documentation on product service operation and customer service available upon request.

Desired Settlement: Replacement of product.

Business Response:

Generac Power Systems would like to apologize for the problems that Mr. *********** is experiencing with his purchase of a Generac Power Systems generator.  The customer service department for Generac Power Systems is in contact with the service provider and are pulling together the service records for the generator in question.  If Mr. *********** would like to provide any service / maintenance records that information would be appreciated as well.

This information can be provided directly to our customer service department who can be reached at 1-888-GENERAC under case number ****** or via the BBB under this complaint. 

We look forward to providing a more detailed response to this complaint once we have all of the service / maintenance records for this Generac Power Systems generator.

Regards,

Generac Power Systems

Consumer Response:

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

Thank you for passing the message onto me from Generac.  I did immediately call the number listed and ***** answered (the person I started with as my case manager 9 weeks ago).  After some discussion she transferred me to *******, my new case manager,.  ******* asked if I had any service records to provide.  I told her to please refer to my 6 pages of documentation.  She said she still has the documentation.  She also said the person servicing my generator sent in all of his service records.
 
Bottom line, she said she was sending **** from ******** ******** to exam/recommend status of the generator.
 
My feeling is, the run around and delays continue.
 
Again, your involvement is greatly appreciated.  At least now I'm getting some considerable response.  I will keep you updated.

Regards,

*** ***********

 

 

Business Response:

Generac Power Systems would like to thank Mr. *********** 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. *********** 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. ***********.

Regards,

Generac Power Systems

9/14/2014 Problems with Product/Service | Complaint Details Unavailable
9/13/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: First let me clarify that I purchased the standby generator from **** ***** in ************ **** *** ** ********* states I must file the complaint with the BBB of Wisconsin. Your form did not allow me to state this fact. I bought the unit 2006, was installed by the authorize business selected by **** *****. the unit was and has been maintained by authorized dealers as well as myself over the years. October 25, 2010 I heard a loud noise which after searching the house I remembered the generator was scheduled for its weekly recycle. Upon checking it I found the red warning light on and the battery broken apart. One of the battery caps was on top of the control unit. Called the gas company first for safety, then Generac service and support. however the rep. stated I needed to get an authorized repair service. I called ******** ***** who came out. both men were not sure if it was safe to connect a battery they thought there was other issues. I asked them to speak with "******" the service Rep. which they did. They said she would send out a control panel to me and when received they would install it. In the mean time I researched the battery explosion and this company on the internet, and was shocked to find that there were many cases, and that Generac would not admit to the issues or pay to have them fixed. After several weeks I received the computer board and it was installed. The unit worked, however the company would not pay for the new battery nor the service charge from the repair service. a total of $336.58. after weeks into months of telephone calls, I finally gave up. I was not happy, But I thought the company gave me a "fix" in the computer board and my generator was ok. Apparently the board only lasts so long as last week, Aug. 21, 2014 the battery exploded again! Once again Generac support would not address the problem. I was told to get an authorized repair service. I called two, both no longer service Generac products, as the company does not pay them, and there are too many issues with the generators. I called the company again asking them for a service company. They told me "Wise Electric Control" who while scheduling the appointment was pushing me to buy an extended warranty. The repair person was scheduled to come out the morning of 8,25.2014, but around 10AM a woman from the company called to tell me that the$ 50.00 charge to come out was not for the generator. The fee would be $450.00. I declined. Generac company needs to be held responsible for their product. There is a problem with this unit that can result in much more then what happened to me. I don't trust this machine, and will have it removed. I would like the company to pay the repair fees I already paid and what ever the cost for this unit to be removed from my home.

Desired Settlement: Generac should find out what exactly is wrong with the stand by generators and fix the problem. They should stand by their product. This product is dangerous to use. Check all the complaints on line as well as your sight.

Business Response:

Generac Power Systems would like to thank ****** ************ for contacting us regarding the problems she has experienced with her Generac Power Systems home standby generator.  The complaint that has been filed was sent to our customer service department for their review and response.

Generac Power Systems has been in contact with ****** ************ and has made arrangements with an authorized service provider to get the generator operational and have also provided some insight into the battery problems that ****** ************ has had over the years.  Should ****** ************ have any further questions regarding this complaint our customer service department can be reached by calling *************.

Regards,

Generac Power Systems

9/8/2014 Guarantee/Warranty Issues | Read Complaint Details
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Additional Notes

Complaint: I purchased a Generac power washer approximately 6 weeks ago. After using it a few times the engine started surging and the high pressure hose blew out. The $300 product is 100% worthless. These problems were reported to Generac via phone. I was told a new hose would be sent via Fedex. I was told to take the power washer into their nearest service center more than 10 miles away. I was told by the service center this repair would not be covered by warranty and I would have to pay $120. I called Generac again and asked for them to intervene proactively so that I don't have to pay a $120 to repair a 6 week old item and then fight with them to try and get reimbursed. They refused. I only used brand new fuel in the unit and filled it twice. It's not possible the problems would be related to my use.

Desired Settlement: Warranty repair

Business Response:

Generac Power Systems would like to thank Mr. ****** for contacting us regarding the problems he has experienced with the purchase of his Generac Power Systems power washer.  This complaint has been shared with our customer service department who has informed us that the non-warranty bill that Mr. ****** received is being reimbursed to him as a customer concession.

We apologize for any problems that Mr. ****** has experienced and if he has any further questions our customer service department can be reached by calling 1-888-GENERAC.

Regards,

Generac Power Systems

8/27/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I have a Generac generator and I have tried to get this generator repaired. I have went to two dealership and also hired Generac employee ******* to repair my generator. ******* moved out of state to WI where the Generac Power Systems moved him to work at their plant to train other employees. He asked I use Robert at Issco generators which he's *******'s apprentice. I did hire him and he was not able to repair it either. I have done everything and have paid out money trying to fix this generator. I contacted Generac Power Systems on 06/15/2014. They opened a case number for me at that time. The case number is ****** and they told me today their is nothing they can do for me. All I'm asking from this company is to find me a name of someone in the business that can repair my generator and get it working. I feel they need to help me try to get my generator fixed. I have spent a lot of money on this generator to be repaired and it only has 250hrs on it. ****** ********** finally told me today they cannot offer anything to me that the unit is out of warranty. I explained to her all I want from her company is to find someone to fix it without me having to spend more money on this generator. I have made all the calls to this business and one call was returned to me and her name was ******** ******. The customer service is terrible as well. They refuse to help me and I had to make the call today to find this out. They have not returned phone calls and made me make all contact with them. ****** told me today she will provide me names of businesses in my area that may be able to help me. They will not offer to help pay for repair of the generator even though it only has 250hrs on it. I have paid out of my pocket for repair and no one in AZ can seem to fix this generator.

Desired Settlement: I would like Generac Power Systems to pay for the service call to a RV shop to see if that company could repair it. I think they should pay for the labor to repair my generator and I pay for parts. I think they should split the cost with me.

Business Response:

Generac Power Systems would like to thank Mr. ***** for contacting us regarding the problems he has been having with his Generac Power Systems generator.

The Generac Power Systems Customer Service department has spoken with Mr. ***** regarding his concerns and have provided him with an additional list of service providers and have also informed him that we will be unable to provide any assistance with the repairs to the out of warranty generator.

Regards,

Generac Power Systems

Business Response:

Generac Power Systems woudl like to thank Mr. ***** for contacting us regarding the problems that he has experienced with having his Generac RV generator serviced.  The Generac Power Systems customer service department had been in communication with Mr. ***** and was attempting to find an authorized service provider.

In reviewing this last response from Mr. ***** it appears that the Generac Power Systems customer service department did not clearly communicate that the generator was well out of the warranty period and that repairs to the equipment would not be covered and hence Mr. **** can have anyone work on the generator.  If Mr. ***** was inquiring if the repairs might be covered by Generac then our customer service department would then request that an authorized service provider look at the generator.

Generac Power Systems would again like to thank Mr. ***** for contacting us and we apologize for any delay in responding to his initial request and regret not being able to assist him with his repair.

Regards,

Generac Power Systems

Consumer Response: It's not acceptable for Generac Power Systems to take two months to tell me it was not under warranty. I was up front on my first phone call my unit was a 1999. I couldn't find a authorized dealership that could find the problem. My call was turned over to the resolution department. That department asked me to give them receipts from the companies that had performed work on my generator. I complied and Generac Power Systems didn't give me a name of a dealership until I asked for them to provide me with one. They are not taking responsibility for their actions. I finally found a dealership that was able to repair my unit for $102 dollars. I resolved my own problem without any assistance from Generac Power Systems. My linkage was gummed up in the throttle body which caused my generator a uneven speed.

8/22/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: In October 2013We spent thousands of dollars to have a GENERAC home standby generator installed so we would have power when the electricity went out. Both times we lost power, the unit failed. Once during the winter and the second time on May 27, 2014. On May 27, we had the Generators Plus company come out to fix the issue and the could not fix it. We had lost power around 4:45pm. The service tech left our house around 9pm and said she would be back the next day to work on it again. At 11pm everyone in our sub had power back except us. We went outside to our unit and the electrical box on the house had started an electrical fire. Obviously this was extremely frightening! We called Generators Plus back and the tech drove 2 hours to get back to us to get power back to us. I called Generc Company on May 28, talked with a representative-Heather at 11am EST, followed their direction on submitting an incident report form. I used the onlinfe submission as this was suppossed to expadite the report form. Was told someone would call me by close of busineses on Monday June 2. I did not hear from anyone. I called Generac 6/2 at 7:13pm and talked with *********. She assured me that she would leave a message with all 3 people (***, ******* and ******) in the resolution department. Still didn't hear from anyone. June 4, at 5:50pm I called and talked with Kayla who said once again that she would leave a message. On June 5, I called Generac at 2:49pm. I talked with ********* who once again said she would leave a message. I refused to hang up until I had talked with a person as up to now, no one had contacted me which was unacceptable. *** finally came on the phone, explained the whole situation, she said she needed to look into it further and would get back with me. I said we are extremely unsatisfied with the lack of quality and performance of the product that they manufactured.I feel that we received a lemon. I wanted a replacement unit as it has failed twice and we haven't even had it a year or a refund and take the unit. I explained that they advertise to install a GENERAC standby generator to have power when you need it, which has not happened and they advertise that they stand behind their product. As of today July 9, I still have not heard from the company.

Desired Settlement: I want to be called by a manager and explained why they don't care about their customers, why they haven't contacted me and what they are going to do for me. We have had to install a battery back up on our sump pump for $500, which we would not have had to do IF the generator we purchased had worked! Replace the unit free of charge, or issue a full refund and take the defective unit. In addition, pay the $500 we had to pay for a battery backup.

Business Response:

Generac Power Systems would like to thank ***** ******* for contacting us regarding the problems she has experienced with the purchase of her Generac home standby generator.  This complaint has been shared with our customer service department who has attempted to contact ***** over the past several days and unfortunatley has not been able to make contact with her.

We will continue our efforts to reach ***** to discuss this complaint and if she would like to contact our customer service department directly they can be reached at ************* under case number ******.

Regards,

Generac Power Systems

Consumer Response:

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

[*** from Generac has only called twice and I have left 3 messages for her. *** did leave me a message on 7/25 and I called back on 7/25 and had to leave a message. On 7/28 *** left a message for me which I returned on 7/29 and had to leave a message. I did let *** know that I would be out of town at meetings on 7/29 and 7/30 and that Thursday 7/31 I would be available. I did not hear from *** and once again left a message for her in the afternoon of 7/31.]

Regards,

***** *******

 

 

Business Response:

Generac Power Systems has agreed to send out a service provider at NC as a customer concession to inspect the current operation of the generator to ensure it is functioning properly.  The service provider by the name of ******** ********* and ***** ******* have been contacted by our customer service department.

Regards,

Geneac Power Systems

8/21/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I purchased a Generac Generator from a certified dealer in November of 2012 and had them install the unit. The generator has never worked correctly from the moment it was installed. Repairs had to be made to the unit to get it to work upon installation and the unit failed to run its first weekly "exercise". During the first year and a half this generator had countless repairs - almost too many to list.... several main boards have been replaced, fuses, and stepper motor ect... In my mind there is no doubt about it- I got a "lemon". This generator was defective from the moment it was installed and never worked correctly. I have tried to be patient; hoping Generac would rectify the situation, but this does not appear to be the case after almost two years. During the first year and a half of owning this generator I had several Generac certified repair institutions come to assess the unit and ultimately have refused to work on it claiming the unit needs to be replaced and that Generac is not paying them enough to fix it (since it is under warranty). The generator has never worked correctly and we have a full warranty on the product, but what good is a warranty when nobody will work on it? When I call our contacts at Generac, and I call them often, I get the run around that they will have the unit fixed. I never get results just empty promises. Generac has stated that they will make things right, but all I see is more and more red tape that leads to no real action. The Generac company has done things like given me a "case number", a specific contact person and put my case up before a review board that ultimately decided the unit should be fixed and not replaced. The latest incident regarding this generator is that since May of this year it has sat idle beside our house with a red light . Once again it doesn't work. Currently the list of problems include, the starter is hung up, the crank seal needs to be replaced to stop oil from leaking out of it, and it needs the main board replaced for the third time. It has taken this long (four months) for the Generac review board to go over my case and work with the repairmen in my area to decide the unit should be fixed and not replaced as I had requested. During this long drawn out process I have had to spend my time filling out Incident Report Forms, sending and faxing information to Generac and making frequent calls to Generac when they do not return my phone calls. I have tried to be patient and decided I would have the Generac Repairmen attempt to fix the unit one last time. I was told to contact a certain certified repair company, which I did- over a week ago. This repairman called today August 13, 2014,to inform me that he won't work on the unit because Generac will not pay them enough. This certified repairman once again stated that it is his belief the unit should be replaced and he would do that work for free since he was the dealer who installed the generator. After four months (really almost two years) I am faced with more phone calls and basically begging Generac to fix this generator. This is not acceptable. The unit has never worked and needs to be replaced. The unit sits beside our house as a $4000 ornament that has never preformed in a power outage for us. Every time we have lost power during the past two years the unit has been broken and has never once provided us backup power. I paid a great deal of money for this luxury and I feel we were robbed by Generac. Essentially they stole $4000 from my family.

Desired Settlement: I am requesting a new generator (not refurbished) along with a full warranty (parts and labor). I have been patient, but enough is enough. Nobody will work on this unit and on the rare occurrence someone does work on it they never can seem to fix it. The excessive amounts of paperwork, time taken off work to meet repairmen and phone calls to try to get this problem fixed on my part can never have a price put on it. I feel this generator has become my second job. Enough is enough- Generac needs to do the right thing- - the generator needs to be replaced. Thank you.

Business Response:

Generac Power Systems would like to thank Mr. ****** for contacting us regarding the problems he has experienced with the purchase of a Generac home standby generator.  We take these complaints seriously and have previously sent this to our customer service department for resolution.

The Generac Power Systems customer service department has agreed to replace the generator for Mr. ****** and are currently working to make those arrangements with an authorized Generac service provider.  We hope that this resolution meets the approval of Mr. ****** and will work as quickly as possible to make the swap out happen.

Once again, we apologize for any problems that Mr. ****** has experienced with the purchase of his Generac home standby generator.

Regards,

Generac Power Systems

Consumer Response:

 

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.  The only concern I have is that I have not received the replacement generator yet.  I realize this may take a while but I am hesitant to say I am completely satisfied until the new generator is completely installed.  

Regards,

 

******* ******

 

 

 

8/19/2014 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: I ordered a generac onewash pressure washer on June 29, 2014. I received an email stating that i would get my pressure washer in 2 weeks. I called after about a week an half since no money had been taken out of my account. They said it would be 30 days, I talked to a supervisor named ******* who said it should not take that long and gave me free shipping and said he would check on it. I never heard from them. I called several times. ON Wednesday July 16 I get a call saying they no longer have that model and offered another model which they said was an upgrade. That model is missing the low oil and low water shutoff and led display but has a 100 more psi for same price. I told them that this was not an upgrade. I talked to another supervisor and said that they would have management get back with me. Still no answer so I called today and still same song and dance. I believe this is false advertisement and want the pressure washer I was promised

Desired Settlement: The pressure washer I ordered

Business Response:

Generac Power Systems would like to thank Mr. ********* for contacting us regarding the problems he has experienced in purchasing his Generac Power Systems power washer.  The complaint that we have received was shared with our customer service department who has been in correspondance with Mr. *********.

The Generac Power Systems customer service department has explained to Mr. ********* the circumstances regarding his order and that the product he was requesting is no longer available and a substitute model is being presented to him for his consideration.  The Generac Power Systems customer service department can be reached by calling 1-800-GENERAC and this complaint is listed under case number ******.

Once again, we apologize for any problems that Mr. ********* has experienced with his purchase of a Generac Power Systems power washer.

Regards,

Generac Power Systems

Business Response:

Generac Power Systems would like to thank Mr. ********* for contacting us regarding the problems he has experienced with his order of a Generac Power Washer.

The Generac Power Systems customer service department has been in contact with Mr. ********* and has explained that the Generac does not have any of the one wash available as the product has sold out and that his credit card was never charged for that product.  The discussion ended with Mr. ********* accepting a different model power washer as a replacement with the understanding that he would have preferred the One Wash model.

If Mr. ********* would like to try and cancel his order for the replacement power washer he should contact our customer service department immediately at 1-888-GENERAC and make that request.  They will be able to inform him if that is still a possibility.

Regarding the One Wash, we understand that Mr. ********* did not get the product he had requested and regrettably we not able to provide the item as we no longer have the product available.

Regards,

Generac Power Systems

Consumer Response:

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

This Company is conducting false advertisement!!!  When I ordered the onewash the email I got said I would have it in 2 weeks them they say they no longer have it. This is unacceptable!!! You should not be allowed to offer something and then take it back. The customer service of this Company is very unfriendly they told me basically "Too bad".

Regards,

***** *********

 

 

8/15/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I purchased a GenTran generator switch (ATS 1001D) in summer of 2011 for a house that I was building. I was assured that the GenTran switch would work with a Generac generator and was provided the diagram as to how to connect it. I was unable to afford to purchase the generator at that time but had the electrician install the switch and wiring for future use. In March of this year I bought a Generac 20W generator from my local Lowes store. I hired a local electrician (installs and maintains generators for Government and Emergency Services) to complete the install. It will not work. Apparently GenTran was purchased by Generac and they no longer provide support or parts for my switch! This switch is less than 3 years old and I feel that Generac should have a moral and legal responsibility to provide support and parts. My electrician has sent multiple emails without success. The basic reply is we no longer have parts or service. No parts or engineering help is reportedly available. It is unacceptable for a company to not be accountable for a company that they purchased. I bought Generac based on their reputation. I certainly have buyers remorse.

Desired Settlement: Generac should assist in providing technical support and/or parts to make my current switch work. If not, they should provide me with a similar switch that will work.

Business Response:

Generac Power Systems would like to thank Mr. ***** for contacting us regarding the problems he is experiencing with the purchase of his 20kw home standby generator and this GenTran manual transfer switch.

The Generac Power Systems customer service department has been in contact with Mr. ***** and unfortunatley the manual transfer switch the was purchased from GenTran in the summer of 2011 is not compatible with our 20kw automatic home standby.  The GenTran line of transfer switches were designed to be used in conjunction with a portable generator and not a permantely installed automatic home standby generator.  We apologize for any problems that Mr. ***** has experienced and would recommend that he contact an authorized Generac sales & service dealer to assist him in determining what the appropriate transfer switch would be for his application.

If Mr. **** has any further questions he may certainly contact our customer service department at 1-888-GENERAC.

Regards,

Generac Power Systems

Business Response:

Good Afternoon,

We have been able to identify the indivdual listed below that may have part needed for your repair. 

*** ****** ###-###-####

Regards,

Generac Power Systems

Consumer Response:

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

My electrician has been in contact with the person they indicated was potential source for the part and information that I needed.  He was extremely helpful and friendly.  I feel sure that I can now get my transfer switch working properly. 

Thanks to person(s) at Generac that finally got involved to resolve my issue.  Even if this doesn't work for me, Generac did what I asked, therefore I am satisfied with the response. 

Many thanks to the BBB for helping me obtain this information.

Regards,

 

****** *****

7/26/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I am having a ongoing issue with a home standby generator that will not run. It is still covered by a warranty thru Generac. I was told by the selling dealer to contact Generac and file a Incident Report. I spoke with *** ******** on Tuesday January 21. I was told by *** to email a timeline of the history of the generator including all information I could remember, That email was send that evening, 1-21-2014. I waited a few days and sent a follow up email to confirm that *** had received the information. he never responded. Over the course of 3 days, January 29th, 30th and 31st I called several times to ***s direct extension and left messages asking to know what is going on. I never received a call back or email. I went as far as to speak to a customer service representative several times and was told that *** had received my messages and was going to call me back. I am still waiting. This Generator was purchased to provide piece of mind for my family during the winter months here in NY. It had a major failure during hurricane Sandy when it was in service less than 1 year. During that failure I had no use of the generator for almost 3 months. This time around it has been out of service for a week in early December 2013 and now a month, all of January 2014 and still out of service. The frustrating part is the complete lack of support I feel I am getting from Generac. *** ******** has the title of Resolution Specialist. It has been 2 weeks and I have not heard a word from him. His direct phone number is ###-###-####. There is a lot more to this story if you would like more details. Thank you for your assistance.

Desired Settlement: What I would really like is to have this generator replaced under warranty. I have had 2 major failures both during the winter months here in New York and have no confidence in the ability of anyone to repair it properly. I have several hundred dollars out of my pocket due to the incorrect diagnosis of technicians and have been told that when warranty parts are being ordered it takes "LONGER" to receive them. I would also like a phone call from *** ******** explaining why he did not return my email or any of my phone calls.

Business Response:

Generac Power Systems has attempted to contact ****** ****** to inform him that according to the service dealer the generator is repaired and operational.  The Generac Power Systems customer service department will continue to follow up with Mr. ****** regarding the problems that he has had with the generator.

Regards,

Generac Power Systems

Consumer Response:

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID *******, 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.]As of july 10th i am still waiting for a response from kim at generac regarding case number ******.  she has not returned several phone calls i have made in the last few weeks.  she can be reached at ###-###-#### and ext ****.  the generator still fails to start at times and when it runs it surges and does not run well.  I am just looking to have this defective unit replaced as soon as possible.  It is offering no security or peace of mind to my family.  this has been dragging on for months and needs to be resolved.  thanks

 

Regards,

****** ******

 

 

Business Response:

Generac Power Systems would like to thank Mr. ****** for contacting us regarding the problems he has experienced with his Generac home standby generator.  The Generac Power Systems customer service department has been in touch with the dealer regarding replacing the generator for Mr. ******.

The Generac Power Systems customer service department can be contacted by calling ************* under case number ******.

Regards,

Generac Power Systems

7/26/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: We purchased a Generac Automatic Standby Generator in September of 2013. It was installed by one of their dealers, and ran until January 6, 2014 according to the control panel (2.1 hours of test runs). We left January 5, 2014 to winter in Arizona, and upon our return, discovered that the generator was not working. We contacted the dealer who installed the unit on May 5, 2014 and informed him that the unit had not been running. He contacted a licensed Generac warranty company that same day. The warranty repair company came out May 6th and were in contact with the Generac technical support department. After many part replacements, some parts were replaced twice, and repair visits, the unit was removed and taken to the warranty company's shop for continued work. It was returned to us on June 30, 2014 and upon reconnecting, it still did not work properly. The Generac technical support people want to send additional parts. We paid in full for a warrantied, working generator and after two months of repairs and waiting, we still do not have a working unit. We have requested a new generator. Generac has not honored that request.

Desired Settlement: We would like a new Generac Automatic Standby Generator to be installed with a full warranty at no additional cost to us.

Business Response:

Generac Power Systems would like to thank Mr. ******* 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 reached out to Mr. ******* to discuss with him replacing the generator.

The Generac Power Systems customer service department can be reached by calling ************* and using case number ******.

Regards,

Generac Power Systems

7/6/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Sometime before mothers day my son ***** ******** ordered a Generac brand power wash. The sent usa defective one.So we called the company and told them the situation. It took them a couple of weeks to have the company pick up for repair. Then after weeks we got a call from the company thatthey are going to send us a new one.They had deducted money from son's checking account until nowwe don't have our pressure washer. Everytime we call they gave us the run around who to talk to.This is so frustrating. Its been 2 months now, we still don't have our pressure washer.So maybe if this people will received a letter from you this would help. They said we cannot return the product or they won;t return my son's money.

Desired Settlement: We would like to have the replacement as soon as possible as they promised and also they attachements that they promised to include.

Business Response:

Generac Power Systems would like to thank ******** ******* for contacting us regarding the problems she has experienced with her purchase of a Generac power washer.  We have shared this BBB complaint with our customer service department who has been in contact with ***** ********.

A resolution has been reached with Mr. ***** ******** on behalf of ******** ******* and if he has any further questions our customer service department can be contacted at 1-888-GENERAC.

Regards,

Generac Power Systems

7/6/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: POWERWASHER WAS DELIVERED BROKEN.I CALLED THEM FOR A WEEK.I WAS GIVEN THE RUN AROUND.I AWAYS. HAD TO TALK TO ANOTHER PERSON.I WAS HUNG UP ON SEVERAL TIMES.ASSOCIATES NEVER GAVE AN EMPLOYEE NUMBER OR LAST NAME.THE ONE WASH 2000-3100 IS MADE WITH A DEFECTIVE DESIGN AT THE PLASTIC WATER INTAKE.IT STICKS OUT PAST THE METAL FRAME AND IS SUSCEPTIBLE TO BEING EASILY BROKEN DURING SHIPPING OR ORDINARY USE AND STORAGE. I WAS NEVER ABLE TO USE THE PRODUCT BECAUSE THIS WATER INLET VALVE WAS BROKEN UPON DELIVERY.

Desired Settlement: 100% REFUND FOR PRODUCT AND SHIPPING WITH A LETTER OF APPOLOGY

Business Response:

Generac Power Systems would like to thank Mr. ***** for contacting us regarding the problems he has experienced with the purchase of his Generac One Wash power washer.  The complaint from Mr. ***** was sent to our customer serviced department for their review.

The Generac Power Systems customer service department has been in contact with Mr. ***** and have informed him that he will be receiving a full refund on his purchase of a Generac One Wash power washer.  If Mr. ***** has any additional questions our customer service department can be reached by calling *************.

Once again we apologize for any problems that Mr. ***** has experienced with the purchase of his Generac One Wash power washer.

Regards,

Generac Power Systems

7/2/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I purchased one of the Generac Portable Generators, Model GP15000E on or about September 2013. After using it once, it stopped operating properly, which prompted me to reach out to a representative to have the unit repaired or replaced. The company decided to replace the unit. This took place around December 2013. I have since then utilized the replacement, which after only a couple of uses started performing worst than the replaced unit. After speaking with several Generac associates, at different times, from the Customer Service and Warranty departments, I was pretty much told they could do nothing for me, but would honor the warranty by having me drive over 45 minutes out from my home to bring this 460lb generator to one of their Service Providers. I was given a list of about roughly 3-4 smaller businesses that were supposedly Service Providers who would repair this product. After calling the first two phone numbers given to me by the Generac rep, and them being shut down for business, I finally reached a third company that stated they were listed, but no longer provided warranty services for this company because of Generac's failure to pay this company for the services provided in their warranty claims. I called back to Generac to explain this to a Service Support rep, who by the way was listed in the corporate office of the company, but somehow was at the same level where I spoke to a Customer Service rep earlier during this matter. At any rate, Heather from Generac assured me that this would not be an issue, and that all the company needed to do was call them, and the claim would be paid. Needless to say, this was more than a week ago, and the company has been unable to reach anyone at Generac to resolve the issue of payment, which is covered by warranty. I feel that this is very unprofessional on Generac's part and I would now like to return the generator back to them for a full refund. I have no faith that if I keep their product that the warranty will be honored which makes me reluctant to do business with this company ever again.

Desired Settlement: I would like to be issued a refund in the full amount of the initial purchase price of $2399.00 for this company's lack of professionalism in handling this matter or providing the services offered in the warranty.

Business Response:

Generac Power Systems would like to thank ************** ******* ******** for contacting us regarding the problems she has experienced with the purchase of a portable generator manufactured by Generac Power Systems.

The customer service department at Generac Power Systems has been notified of this BBB complaint and has been in contact with a service provider regarding the generator in question.  This service dealer has been in contact with the consumer and we are awaiting the results of that service call which will allow us to properly evaluate and respond to this complaint.

Once again, we apologize for the problems that ************** *******-******** has experienced and we look forward to the opportunity to address her concerns, any further questions regarding this case can be directed to our customer service department by calling 1-888-GENERAC and providing case number ******.

Regards,

Generac Power Systems

Consumer Response:

Business Bureau:

I'm only accepting the business' response for now to allow them the opportunity to resolve this issue. However, if they do not resolve this issue in a timely manner, I will resume the complaint. The fact is, as I stated in the complaint, I have already driven 45 mins outside my home to one service provider who has clearly stated that this generator is not repairable. Therefore, I don't see what the need is to have another service provider do the same thing. At any rate, the 2nd service provider has contacted me and stated they will come out to do a diagnostic on the generator by next week. I feel like Generac is trying to exhaust the warranty period so that they will not have to deal with the matter any further. My desire is a refund in full for the purchase price of $2399.00.

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me for the time being to allow Generac the opportunity to resolve the matter.  

Regards,

 

************** *******-********

7/1/2014 Problems with Product/Service | Complaint Details Unavailable
6/26/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I Purchased a Generac stand-by generator in November 2012. Had it installed by a Generac dealer and licensed electrician. In October 2013 we had brief power outage and the generator did not turn on. Being concerned about this, I called the installer which is **** ******* ********. He did not return my call. After numerous other calls to him he still did not respond. I then contacted another local Generac dealer. I made appointment for him to check out why it did not come on and also he did a service at the same time. In the process of checking out the unit, he noticed wiring that was not to code. I then decided to contact Generac to inform them about the unresponsive dealer and the faulty wiring. He had also charged me for a 200 amp transfer switch which came with the unit. I wrote a letter to Generac addressing this problem on 1/17/14, made numerous calls to no avail. A supplement letter was sent to Generac on 3/19/14 with a response from a manager stating she would look into this matter. Made numerous phone calls again with no response.

Desired Settlement: It is very frustrating waiting for four months for a call from Generac to inform me what they intend to do about this matter. I feel in this case they are protecting the dealer rather than the consumer. I would like a copy of the correspondence from **** ******* ******** to Generac with regards to this complaint. I am concerned about Generac being more interested in how many units this dealer sells rather than helping a consumer with a problem. I also would like Generac to have the faulty wiring corrected by someone other than **** ******* ********. I have copies verifying the correspondence with Generac and can be made available to you if needed.

Business Response:

Generac Power Systems would like to thank Mr. ******* for contacting us regarding the problems he has experienced with the purchase and installation of his Generac home standby generator.  The Generac customer service department has been in contact with Mr. ******* on several occasions over the past several months and have explained that his complaint has been sent to the appropriate departments within Generac Power Systems.

The discussions between Generac Power Systems and the dealer in question will remain internal and we do not divulge any actions taken internally with the dealer.  Generac has previously agreed to work with Mr. ******* and a different service provider to correct any problems with the generator that would be covered under the factory warranty.

Once again, we apologize for the problems that Mr. ******* has experienced and will work to ensure that the generator is functioning properly.  Generac Power Systems appreciates Mr. ******* bringing his concerns regarding the company that installed his generator and we will continue or investigation internally regarding that matter.

Regards,

Generac Power Systems

Business Response:

The Generac Power Systems customer service department has spoken directly with Mr. ******* regarding this complaint and unfortunatley the response does not met with his approval.  The position of Generac Power Systems has been clearly provided to Mr. ******* and that remains unchanged.  We regret that we are not able to satisfy his request and if he has any further questions regarding our position on this matter we would encourage him to contact our customer service department at 1-888-GENERAC.

Regards,

Generac Power Systems  

Consumer Response:

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, 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,

****** *******

 

 

6/23/2014 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: Getting the run around about returning a pressure washer (for a full refund) that I am not satisfied with that was purchased through Gererac's info commercial. They told me because gas and oil was added that I need to go through corporate to get this resolved. Talked to corporate, they have a no refund and do not sell to the public. Said I need to go back through info commercial. Very tired about getting the run around. At this point, I have had no recourse except to dispute my credit card charges. I hope someone would respond to BBB. I know I would like to get this resolved and telling me no refunds is not a resolution. This product has a broken ***** when received) and it won't start. I am very dissatisfied and I am not fighting to get something to start. I already have another pressure washer like that. This was to make my life easier, not harder.

Desired Settlement: Full refund credited back to my credit card for a return address where to ship this product back to. "Suggestion"-All staff trained on return policies and the understanding of the return policies for info commercials and on-line puchase. Also, return policies posted and made aware to your customers when making a purchase. This was an info commercial purchase and I was never informed of "no returns" because I would have NEVER MADE THE PURCHASE.

Business Response:

Generac Power Systems would like to thank ********* ***** for contacting us regarding the problems she has experienced with the purchase of a Generac Power Systems Power Washer.  The complaint that has been submitted to the BBB has been shared with our customer service department and we have been notified that a refund will be provided and this has been communicated to ********* *****.

Once again, we apologize for any problems that ********* has experienced and if she has any further questions regarding this transaction we welcome her phone call at ************* and reference case number ******.

Regards,

Generac Power Systems

Consumer Response:

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.  I will be expecting my refund in the full amount of $495.90.

Regards,

********* *****

 

 

 

6/20/2014 Guarantee/Warranty Issues | Read Complaint Details
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Additional Notes

Complaint: I bought a $2100 Generac Portable in July 2012 which I have used a handful of times. One day in April this year, I turned the generator on for periodic maintenance and immediate heard loud noises inside the engine. I turned it off immediately and took it to Generac authorized service center. The service center told me that Generac denied the claim and suggest that I called Generac directly. I have called many times and the call center reps refused to put me in touch of the warranty department to get an explanation of the warranty claim denial. I have also wrote email and letter via USPS but did not get any response. Generac does not honor their warranty claims and does not even care to respond to their customers. Please see the letter below that I have sent to Generac via both email and USPS. Dear Sir/Madam, My name is *** ***** ****. I bought the Generac generator XG 10000E (serial # *******) from Home Depot in July 2012. One day in April I went to turn the generator on for a routine maintenance run and heard clunking sound from the cooling fan the motor and immediately turned it off and some small pieces of the fan debris fell out. I called Generac for location of service dealers near my home and three of the four recommended places said they do not deal with Generac because "they often turned down warranty claims". I finally took it to a service center one hour away from my house and paid $75 service fee only to hear from the service center that "Generac denied the claim". Since I bought the generator it only had about 15 hrs of use and I routinely do a test run every month. This last time I turned it on, the cooling fan fell apart. I am absolutely sure that there is nothing external that could cause the fan breakage since the protective grill has very fine slits and I run in just inside my garage with the door wide open. I spoke with the service manager and he said that Generac denied the claim because they think "a rock may cause fan breakage?" even though there were no foreign object found by the mechanic in his report. The service manager recommended me to contact Generac to ask why the claim was denied. I called Generac customer service twice and were both times told that they could not help me and would not put me in touch with the department that handle the warranty claims. I am very frustrated about this situation about to lose faith in the Generac Warranty. I believe that the cooling fan breakage deserve further investigation for consumer's safety because there were small debris being shot out that can cause injury to the eyes. I have bought a much bigger house and were thinking of upgrading to bigger standy home generator, but definitely have second thought after dealing with this warranty issues from your company. Please help me resolve this warranty issues. I will be writing a formal letter to the head quarters and the Better Business Bureau if I do not receive a response. Enclosed in the attachment is a copy of the Mechanic's report from the service center for your inspection. Sincerely, ***** ***** **

Desired Settlement: I would like Generac to honor their product's warranty and repair the broken part for my generator.

Business Response:

Generac Power Systems would like to thank Mr. **** for contacting us regarding the problems he has experienced with his purchase of a Generac Power Systems portable generator.  The Generac Power Systems customer service department has been in contact with Mr. **** and have reached and agreement and will be covering the parts needed and the labor to install the parts as a customer concession.

We thank Mr. **** for contacting us and if he has any further questions please contact our customer service department at 1-888-GENERAC and provide case number ******.

Regards,

Generac Power Systems

Consumer Response:

[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.]

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. 

Regards,

 

***** ****

6/20/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I contacted the company on 29th April to request a refund for their mobile link service. I had paid for 3 years service in advance ($249). However, our circumstances changed and we no longer needed their service. Despite e-mailing the company and calling them and leaving a voice mail request for a call back I have still not received a refund check. They e-mailed me recently and said that the period for refunding to the card used for payment had passed so they wanted a mailing address. I duly complied with their request for my new address and then received an e-mail stating it could take up to an additional 2 weeks for the process to complete. In my view, they have taken an unreasonably long time to issue a refund. On their website (www.standbystatus.com) it states under their FAQ that...56. I was told I would receive a refund but I have not received it. How come? Refunds are processed within 10 business days and will generally be put back on the card that was used to make the original purchase. Sometimes, cards do not allow a refund and in that case a check will automatically be processed and mailed to the billing address on the account. Clearly, even allowing for the time to refund to the card passing they have failed to honor their commitment. It is now the 3rd June and I have still not received a refund!!

Desired Settlement: I would like a full refund and an apology for the delay.

Business Response:

Generac Power Systems would like to thank Mr. ******* for contacting us regarding the problems he has experienced with obtaining a refund for his mobile link subscription.  The Generac Power Systems customer service department has been in contact with Mr. ******* and the refund check has been cut and he should receive it the week of the 22nd of June.

Once again we apologize for any delay in getting this refund check out to Mr. ******* and if he has any further questions he can contact our customer service department at 1-888-GENERAC and this complaint is listed under our case number of ******.

Regards,

Generac Power Systems

Consumer Response:


Better Business Bureau:

I have finally received a refund check from the business on 6/16/14 in reference to complaint ID ********, and find that this resolution is satisfactory to me. 

Regards,

 

*********** *******

 

 

 

6/13/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I contacted the company cust service group to arrange a return of unopened product and was advised no refund, all sales are final. I reviewed the shipping slip and the web site and finally the confirmation email and did not find this statement to be noted. I spoke with the customer associate Frank, who gave the # to Corporate Offices. I spoke with some one who sent me to her supervisor, *******, who said she would refer this to Hannah, her boss, to handle this problem , but she would have to call me back. I have yet to receive this call back. I have repeated to all above the product has not been opened, it is under the 30 days. I just want to return the product and get a refund for the monies spent.

Desired Settlement: Return of unused product and get a refund.

Business Response:

Generac Power Systems would like to thank ****** **** for contacting us regarding the problems she has experienced with the purchase of Generac Power Systems power washer.  The BBB complaint was sent to our customer service department who has been in touch with ****** and have agreed to refund her money upon the return of the product. 

Once again we apologize for any problems that ****** **** has experienced and any further questions can be directed towards our customer service department by calling ************* and this complaint is listed under case number ******.

Regards,

Generac Power Systems

Consumer Response:

[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.]

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. 

Regards,

 

****** ****

 

 

 

6/3/2014 Guarantee/Warranty Issues | Read Complaint Details
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Additional Notes

Complaint: We purchased a back up generator last summer. This past January, the breaker box started to smolder and smoke so the fire department was called they said we had a transfer switch problem and took the unit off line. We arranged for Generac's local dealer to come and see what the issue was. Between the time the repairman came and when we made the appoitment, we got a letter saying Generac had recalled the transfer switch in our unit and would replace it and extend our warranty. After several weeks from when the unit was taken off line, the part was replaced, but we never got the extended warranty nor any sort of response to my emails.

Desired Settlement: At some point some confirmation back from the company would have been appropriate but at this point all I want is a written confirmation of the warranty extension.

Business Response:

Generac Power Systems would like to thank *** ****** 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 confirmed that the letter confirming the extended warranty previously agreed to by Generac has been sent to the post office by the outside firm handling the mailer. 

We apologize for the delay in getting the written correspondance out to you so listed below is the verbiage you will be receiving in the formal letter and please feel free to contact our customer service department at 1-888-GENERAC with any other questions.

Regards,

Generac Power Systems

Serial Number: *******    *********

**** ***** ** ******** *** ********** ** *****

AFTER REPAIR FOLLOW UP

Generac Power Systems previously advised that a potential reliability issue with a component in the transfer switch was identified. Now that a dealer has made the necessary up fit to your unit by replacing your contactor and upgrading your transfer switch wiring harness we will begin the process of restarting your warranty for your Generac product.

Your warranty will be the same warranty coverage you currently have on your unit and will begin new as of the first day of the following month your repair was completed. Please review the example below.

Dealer repaired unit on 1/15/2014 = Warranty has been restarted as of 2/1/2014

This is a full restart of your factory warranty.

QUESTIONS

If you have any questions or concerns please contact Generac customer service at 1-888-GENERAC ext **** or warranty.campaigns@generac.com

We are taking this action as part of our ongoing efforts to maintain owner confidence in our products. We hope this program will confirm your continued satisfaction in your Generac Power Systems Generator.

 

Consumer Response:

[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.]

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. 

I can't thank you enough for your quick repsonse and getting Generac to repsond. I really appreciate that you got this resolved for us.

 

Regards,

 

*** ******

 

 

 

5/27/2014 Guarantee/Warranty Issues | Read Complaint Details
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Additional Notes

Complaint: I purchased a Generac generator at a local hardware store on 10/30/2012. I took it home and did not open the box as I did not have a use for the generator at that time and kept it in my heated garage. I took photographs of box prior to putting it into garage on the date it was purchased where there is ABSOLUTELY NO DAMAGE to box. The box stayed in the same spot until 2/5/2014 when I opened the box to prep the generator due to severe winter weather and registered the generator online for the warranty, which is a 2 year warranty. While putting oil in the unit I found damage to the aluminum/metal housing area around the engine on/off switch. I didn't even put any gas into it. I immediately photographed the damage and contacted Generac customer service for a warranty claim as it is still within the 2 years of purchase. They advised the unit would be covered under warranty and I was to take the generator to an authorized Generac repair center which was ******** ***** ******* ******** **. On March 21, 2014 I was advised by ******** when he contacted Generac they requested any pictures of the shipping box for the generator. I still have the original cardboard shipping box which shows ABSOLUTELY NO DAMAGE of which ******** employees can testify to. On March 21 I forwarded these pictures to ******** who sent them to Generac. On May 5 ******** FINALLY hears back from Generac where he was told the damage occurred from the shipping company and they would not cover the damage. On 5/16/14 I contacted Generac customer service regarding my displeasure and issue with my generator. They advised me to complete an Incident Report form and email it back to Generac and also to email any photos that I had of the damage and of the shipping box. My case # is ******. I did email email this information including my scanned receipt to them on 5/6/14 and was advised that someone from their 'Resolution Team' would call me. It has been 5 days and I have yet to receive a phone call from anyone at Generac.

Desired Settlement: I'll refrain from using harsher language but to say the least I am EXTREMELY UNHAPPY about the service provided by Generac at this point both due to the length of time that it took to get answers, poor communication, and the inability to follow their own company's warranty policy and correct the issue at hand. I am requesting Generac to fully repair my generator or replace it at no cost, or refund my entire purchase which was $793.94. I still have the receipt.

Business Response:

Generac Power Systems would like to thank Mr. ***** for contacting us regarding the problems he has experienced with the purchase of his Generac Power Systems portable generator.  The Generac Power Systems customer service department has been in touch with Mr. ***** and has agreed to provide the engine for this portable generator at NC as customer concession. 

This product was purchased in late 2012 by Mr. ***** and approximatley 16 months later a request is made for Generac to cover a repair on the product under the factory warranty.  The factory warranty covers manufacturing defects and does not cover shipping damage which is what this repair appears to be. 

The Generac Power Systems customer service department has explained the position of Generac Power Systems on this matter and has agreed to provide a complete engine at NC, which is both fair and reasonable given the nature of the failure and how long the product sat without being inspected.

We again apologize for the problems that Mr. ***** has encounted with his purchase of a Generac Power Systems portable generator and should he have any further questions, he can contact our customer service department at 1-888-GENERAC.

Regards,

Generac Power Systems

 

Consumer Response:

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

After reviewing this case with both my attorney and the authorized Generac repair facilty where I took my generator, I believe Generac is using the 'damaged by the shipping company' excuse to their benefit so they don't have to pay out to either fully repair or replace my generator.   In speaking with the authorized Generac repair facility, this is not the first issue they have had with dealing with the lack of communication with Generac customer service.  Furthermore, the repair center has also advised me that it would not be cost-effective for Generac to repair my generator and their suggestion to Generac was to replace my generator with a new unit.  They again have also indicated the damage DID NOT OCCUR during shipping as Generac claims as the original shipping box is FULLY INTACT and NOT DAMAGED.

Based on this evidence I will only accept a full-funded replacement or my money back of $794.94.

Regards,

**** *****

 

 

4/21/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: We had our house built and a Generac 17W, 005040 was installed. It was placed into service Sept. 2008. In Nov. 2010 we had a power failure and the generator would not produce power. A technician come to the house and stated the rotor and stator needed to be replaced. I filed a case with Generac, case # ******, to have the repairs done under warranty seeing it was 2 yrs and 2 months old and had only 8 hours of run time which was mainly the weekly test. Generac stated they would only cover the parts not the labor due to it was out of warranty by 2 months. I ended up paying $800 in labor costs to repair the generator. The generator repaired in the technicians shop and placed back into service in June 2011. In March 2014, 2 1/2 years after the repair was completed the generator stopped generating power. A technician came to the house and found that the rotor and stator was bad again. Again Generac stated they would pay for the parts and I would have to pay for the labor which will be $1,000. Obviously there is a major defect in my generator that is causing these catastrophic failures. Generac refuses acknowledge this fact or listen to their technicians that state this is not a common occurrence.

Desired Settlement: I would like the generator replaced. Generac advertises their generators give you "peace of mind" in the event of a power failure. Not our generator. We never know if it will work or not.

Business Response:

Generac Power Systems would like to thank Mr. ****** for contacting us regarding the problems he has experienced with his purchase of a Generac home standby generator.  This complaint has been sent to our customer service department who has been in contact with Mr. ****** and is working with an authorized service provider to address the concerns expressed by Mr. ****** in this complaint.

If Mr. ****** has any additional questions or concerns the Generac Power Systems customer service department can be reached by calling 1-888-GENERAC and a case number of ****** has been assigned to this complaint.

Regards,

Generac Power Systems

4/15/2014 Problems with Product/Service | Complaint Details Unavailable
4/11/2014 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: item-7000 watt hard wired stand alone generator. the unit has a two year warranty,and was received in april of2012. the unit was professionaly installed but is not a issue. this is a air cooled unit but some how accomulates water in the oil. this took place first time in jan. of this year. when discovered i changed oil&filter,this did not solve problem.ihave contacted generac since jan aprox.8 times ,asking for help to no avail. ihave been assigned a case #by generac (******). this is supposed to give priority to the case. there is a engineer assigned to the case ,but he has been left messages 5 times on his voice mail but will not return calls. icalled wisconsin headquarters on 3/6/14 and askedto talk to a supervisor and was refused access. iwas promised to get a call immediately from the engineer in charge ,which did not happen. i use just about the most expensive oil in the unit ,and have changed the oil two more times since original problem. my fear is that the unit having water in the oil will eventually cause bearing failure . i have received advice from 3 different authorised repair buisness used by generac,which stated they would be happy to look at the unit if given ok by the company.

Desired Settlement: on advice of two repair companys they say generac should replace motor or extend warrenty two more years,because problems may not show up for that perriod of time.as it stands right now the product warrenty is usless.

Business Response:

Generac Power Systems would like to thank Mr. ***** for contacting us regarding the problems he has experienced with his Generac home standby generator.  The Generac Power Systems customer service department has been in contact with Mr. ***** and the dealer servicing the generator.  The dealer servicing the generator has been in contact with Mr. ***** and they are addressing the concerns expressed in this complaint.

Regards.

Generac Power Systems

Business Response:

Generac Power Systems would like to thank Mr. ***** for contacting us regarding regarding the problems he has had with his purchase of a Generac Power Systems home standby generator.  The Generac Power Systems customer service department has been in contact with Mr. ***** and an authorized service provider and are in the process of addressing this complaint.

If Mr. ***** has any other concerns or would like to speak with someone at Generac Power Systems our customer service department can be reached by calling 1-888-GENERAC.  A case number of ****** has been assigned to this complaint.

Regards,

Generac Power Systems

Consumer Response:

[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.]

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID *******, and find that this resolution is satisfactory to me. 

Regards,

 

***** ***** **.

 

 this acceptance is to include a possible extension of the product warranty and a cold weather kit provided by generac corp. experts that service these units believe there is already possible damage to internal componets of  this unit.

 

4/11/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Purchased a Generac portable generator from an authorized dealer in November 2012. Did not have a power failure where it would have been needed until January 2014. The unit ran fine, but generated nothing. This was the first time an electrical load had been put on it. Generac's own authorized repair facility found that the alternator unit was defective and that certain parts had not been installed at the factory (I have this in writing). Undeniably, the unit was defective when it came off the assembly line. Generac replaced the defective parts, but refused to pick up the $195 labor charge for the repair facility. An email to Generac concerning this received no response. Nor did **** ******, ********* **** ********* Residential Products, respond to a letter directly to him. Generac has failed to stand behind its product or fully rectify its own error

Desired Settlement: Refund of $195 labor charge.

Business Response:

Generac Power Systems would like to thank Mr. ***** for contacting us regarding the problems he has experienced with his purchase of a Generac Power Systems portable generator.  We apologize for the problems he has experienced and our customer service has reached out to Mr. ***** and have agreed to provide a customer concession on this complaint.

We encourage Mr. ***** to contact our customer service department at 1-888-GENERAC should he have any other questions or need additional assistance.

Regards,

Generac Power Systems

4/7/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I purchased a 7KW Whole house generator approx. one year ago from a local contractor ****** ********. During a severe ice storm the generator sounded like it was going to stop running and shut down so I called the local contractor and he came out to assess. The lid was completely saturated with water including the filter. He said he didn't know why this was happening and that he would call Generac. I also tried to call them to get an explanation. A woman named ****** from Generac called when I was out of the office and I have called back many times to try and talk to her or someone else with out success. I would like to know what is going on and why I had this issue. I would like this resolved.

Desired Settlement: I want to know that I can depend on this generator in inclement weather. I do not think this is unreasonable since this is the sole purpose of having one. I first want to talk to Generac and then I want them to talk to the contractor ****** ********. I need answers before the next storm and I lose electricity.

Business Response:

Generac Power Systems would like to thank ***** ***** for contacting us regarding the problems being experienced with the purchase of a Generac Power Systems home standby generator.  The Generac Power Systems customer service department has been in contact with ***** and are in the process of gathering additional information so that we can properly address the concerns expressed in this complaint.

Generac Power Systems will respond to this complaint in more detail once we have gathered the additional information needed.

Regards,

Generac Power Systems

Consumer Response:

I have spoken to them one time regarding the generator. I took pictures per their request and sent them in an email. I have sent another email asking that "******" verify that she received the pictures and I have not heard back from her. I have no idea what stage this is in because she has not contacted me again. So, although she responded to you stating she was in contact with me, still nothing has been resolved.

Thank you for your assistance.

Ms. *****

4/1/2014 Guarantee/Warranty Issues | Read Complaint Details
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Additional Notes

Complaint: File a complaint against "Generac Power Systems,Inc. ******* ** * *** ******** ***** ********* ********. Phone 3 ###-###-#### *** ******** (Resolution specialist)I ******** ************** purchase a Generator Honeywell 1009, on April 12-2012 at ******** **** ******, the generator has been at ******** **** ****** seen Nov.2013. In regards to the mecanic "***** ****** it has a bad inverter (###-###-####) simple told the mechanic ***** that they are not going to honor the warranty. Since "Generac Power Systems" bought Honeywell or they are associated with Honeywell Products.I would appreciate, a fast response as I am out of my generator and have been trying to get this taken care of for several months. I would like my money back Total for the Honeywell Generator was $528.41. I am leaving fo an extended vacation, abroad, and I would like again to get this taken care of ASAP, Thank you, for your prompt attention to this matter. I remain. ********

Desired Settlement: I would like to get re-imburse, so I can get another Generator, since the Gerator (Honeywell) is still under warranty.I have done everything, that I was suppose to do, took the Generator, where I have purchase it, the Mechanic ***** ****** contacted with the Generac Power Systems, and fax them what he needed, but they will not valid the "Guaranty"I am going this route, because, I need your help, on this one. thank You

Business Response:

Generac Power Systems would like to thank ******** ************** for contacting us regarding the problems with the Honeywell label generator that was not manufactured by Generac Power Systems.  The Generac Power Systems customer service department has been in contact with ******** and have explained the relationship that Generac Power Systems has to this piece of equipment and have offered her our resolution to this matter.

Regards,

Generac Power Systems

3/16/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I purchased a Generac portable generator model XP10000E in late April of 2013. It came with a 3 year consumer warranty. We experienced a power outage on January 10, 2014. I attempted to use the unit for the first time that day, but it was defective and would not produce electrical power from the 50 amp outlet. I had the electrician return to check his portion of the installation as well as the generator. He found no electricity at the 50 amp outlet. I filed the necessary paperwork with Generac on January 21, 2014 and my case was assigned a number and given to ***, a problem resolution specialist. I received a call from *** on January 30, 2014 advising she would get an authorized repair firm to pick the unit up at my home and take it in for service. I left a message for *** on February 3, 2014 advising I had not yet been contacted regarding pick-up. She called and stated she would arrange for a different firm to do the repair. I received a call from ****** ********* and arranged for a pick-up on February 5, 2014. On February 10, 2014 I received a call from ***** at ****** stating several components were damaged and needed to be replaced. Again, this unit was brand new, never used. *** called to confirm this and added she would do everything possible to expedite parts shipment. That's the last time I heard from ***. ***** and **** of ****** ********* as well as I have left several calls on ***'s voicemail without the courtesy of a return call. It has been 31 days since *** received my case and 17 days since ****** ********* took possession of my generator. As a side note: 10 months of the 3 year warranty have been exhausted and the unit carries a Good Housekeeping Seal which states refund or replacement if defective.

Desired Settlement: At the very least I would like the generator repaired and returned to me promptly. I feel Generac should simply replace the unit with a new XP10000E because I purchased a new unit, not one that needed several components replaced before it became useable. The 3 year warranty should begin once I have a generator in my possession. It also would be nice if management would create a policy that requires employees to return telephone calls promptly and provide status reports to customers on the progress of their products. Thank you.

Business Response:

Generac Power Systems would like to thank Mr. ****** for contacting us regarding the problems he has experienced with his purchase of a Generac Power Systems portable generator.  The Generac Power Systems customer service department has been in contact with Mr. ****** and have informed him that the part needed is on its way and that his factory warranty will be reset thus providing him his full factory warranty period.

If Mr. ****** has any other questions our customer service department can be reached at 1-888-GENERAC.

Regards,

Generac Power Systems

3/14/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: In July, 2010, we purchased a Generac generator from ****'s in Grand Forks, ND. In early 2011, we noticed an "overspeed alarm" when the unit did its weekly exercise. We contacted **** ***** in Grand Forks, the authorized service center. They refused to come out and work on the unit because we did not buy it from them. We contacted Generac, who eventually got a company from ***** (125 miles away) to come out and repair the unit under warranty. This worked for a few months. Since then , approximately every 3 months or so the overspeed alarm occurs. Once reset, the unit works properly. In December, 2013, the unit would not start at all, failing to even crank over. Assuming the battery was dead, I replaced it with a larger battery than Generac recommends. I also have a battery blanket and crankcase heater on the unit, and use the synthetic oil they specify. I again called **** *****, who again refused to provide service, even after I offered to disconnect the unit and haul it in to Grand Forks (45 miles away.) I then wrote a letter to *** ********* of Generac voicing my concerns over the lack of service on their products. I was contacted by a representative from Generac, who was going to try to get someone to come out and repair the generator. Subsequent phone calls from me got only voicemail, saying she was on personal leave, and that another rep was taking her calls. Several calls to this person got only voicemails, and I never got a return call. This Tuesday, while out, I got a phone message from a third representative, saying she was taking over my case, I called her that afternoon, and again on Wednesday, getting voicemails and leaving messages. I have been trying to get someone to work on my generator for two months now. I found a company in ***** who will come out, but they charge $100 per hour plus $1.00 per mile. That's a 250 mile round trip, and I don't think I should have to pay a $650 minimum service call, since the "authorized service center" in Grand Forks refuses to come out and look at the unit. My generator will not start at all. We are 45 miles out in the country. We use electricity for heat, the water well, and septic. It is currently 12 degrees below zero, and a loss of power for even a few hours would be catastrophic.

Desired Settlement: I think the generator should be repaired or replaced immediately at a minimal or no cost to me, as the unit is unreliable, an has been since it was in the warranty period, and was not repaired properly the first time. I cannot afford to lose power, for even a short time, and I need a reliable backup generator. Isn't that what "standby" or "backup" generators are supposed to be?

Business Response:

Generac Power Systems would like to thank Mr. ******* for contacting us regarding the problems he has experienced with his purchase of a Generac Power Systems home standby generator.  The Generac Power Systems customer service department has been in contact with Mr. ******* under Generac case number ****** and have put an authorized service dealer in place to assist with getting the generator functional.

As of today it appears that the generator has been inspected and is operating properly, if Mr. ******* has any questions or concerns he can reach our customer service department at *************.

Regards,

Generac Power Systems

Consumer Response:

[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.]

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID *******, and find that this resolution is satisfactory to me. 

Regards,

 

****** *******

3/8/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Purchase a replacement control panel for generator and was defective under a year. Supplied the original invoice. Opened case (******).I want the defective unit replace and they have been giving me the runaround. I have called ten times and email my representative numinous times. **Below is the only contact I received from Generac. I responded to the email the same day.** Febuary 6, 2014 Hello *****, I just called and left voicemail regarding the issues you’ve been having with your generator. My first question – when you say the inspect battery message/light has been coming on, has the light been yellow? And does it say ‘Inspect Battery’? If so, that is going to be a yearly maintenance reminder that can be cleared by putting the generator in off mode, and hitting the enter button twice. If that’s not it, I apologize, not trying to insult your knowledge or anything, just want to make sure all the bases are covered. Let me know what’s going on with the unit. Thanks *****, *** ******** Resolution Specialist Generac Power Systems, Inc Phone: ###-###-#### ************************ Tell us how we're doing! Please take a moment and follow the below link to take a short survey and rate your experience with us today. By participating, you will be entered to win a $500 American Express giftcard! Thank you for your feedback! **********************************

Desired Settlement: Send me a new control panel at no charge

Business Response:

Generac Power Systems would like to thank Mr. ****** for contacting us regarding the problems he has experienced with the purchase of his Generac Power Systems home standby generator.  The Generac Power Systems customer service department has been in contact with Mr. ****** and are resolving the concerns expressed in his complaint.  If Mr. ****** has any other concerns or questions he can reach our customer service department at 1-888-GENERAC.

Regards,

Generac Power Systems

3/7/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Hello: January 12, 2011 I had a newly purchased Generac Guardian Series 5501 8Kw Emergency Power system installed by a licensed electrician. The unit has only ran from installation time until present date on the weekly exerciser program and one time for approx two hours during a power outage. The approx total operational running time on the system is around 50 hours. In January around the 28 of this year (2014). The unit would not start during the exerciser program, I inspected the unit and discovered that a pressed fit throttle control had come loose. upon further inspection it was discovered that the product appeared to be manufactured incorrectly and did not allow anyway to simply reattach and retighten the control, it would not stay attached to the valve it controlled. I contacted a local certified generac service electrician, who told me I would have to replace the entire unit which would add a charge of around $200.00 for a $27.00 part. I felt that since this unit was so close to the warranty time period and that since the unit has close to only 50 hours of total operation that generac should handle this issue, I advised the electric company to see if that would be the case and they advised me Generac refused to cover anything. After spending over $3000.00plus dollars and having very little operational time and the opinion that this part had a problem from the onset, I am being penalized because of my low operation hours therefore from preventing the part from coming apart much sooner than it did. Therefore I believe that Generac should cover the part and install charrges

Desired Settlement: I would like the part and installation by Generacs factory service electrical company to be simply covered by Generac

Business Response:

Generac Power Systems would like to thank Mr. ***** for contacting us regarding the problems he has experienced with the purchase of his Generac Power Systems home standby generator.  The Generac Power Systems customer service department has been in contact with Mr. ***** and an agreement is in place that addresses the concerns expressed in the complaint.

Regards,

Generac Power Systems

Consumer Response:

[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.]

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID *******, and find that this resolution is satisfactory to me. 

Regards,

 

**** *****

3/4/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: In November of 2009, I purchased a Generac, Generator for my home. I live out where if you lose power, it can take days to get back. I spent an initial $6600 on this generator, purchasing an extended warranty for 5 yrs, 4 years part and labor and one year parts only for $495. I also spent $1475.00 for 5 yrs of yearly maintenance inspections. I also spent $297 for a whole house surge suppressor. Then $892 for 60 amp sub panel to be installed. Since Nov 2009, my generator has worked only 2 times out of the approximately 5 or 6 times I have needed it. I only had it a couple of months, and they had to put a new starter on it. In 2011 I filed a incident report form with Generac stating that the unit had not come on for its weekly test run. In Jan, it was found that moisture got in a rubber diaphragm and air got cold and froze it up. another call made in Sept 2011, the person that came to fix it did not leave information on what was wrong. In Feb. 2013 an extreme cold weather kit was put on the generator as they said it should have had it to keep it from freezing up. IF this is so, why does the generator not come equipped with one, and it cost over $500 to put one of these on. Well, generac gave me the one for 2/2013.However, I have recently had to call again, and the tech that came out said the extreme cold weather kit I had on the generator, was no good. When we called Generac, the kit is only guaranteed for 90 days. I filed another claim, Claim # ******. I left voicemails for the gentleman who is suppose to be handling this in the resolution department, a Mr. *** ********, and have had no response. We now have installed another cold weather kit at the cost of $525 because the weather is suppose to get to windchills of 30 below the next few days, and I bought this piece of equipment to have piece of mind for my children and myself. So far this has not worked out that way. My daughter has been handling this for me, and she is not getting any return calls from generac.

Desired Settlement: Refund or replacement with all same warranties starting over.

Business Response:

Generac Power Systems would like to thank ***** ****** 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 contact with ***** ****** and have presented her with their resolution to the the problem she has experienced and are currently awaiting her reply.  Any future correspondance regarding this matter can be directed to our customer service

We are hopeful that the resolution offered will be satisfactory to ***** ****** and we apologize for any problems she has experienced with her purchase of a Generac home standby generator.

Regards,

Generac Power Systesm

Consumer Response: There was a *** ******** assigned to our case. He called on Friday, Jan 3, 2014. He sent an email also which read: Hello ***** My name’s ***, and I’m your case manager over here at Generac. I just called and left you a voicemail. I want to offer to send you a replacement cold weather kit at no cost. From what I’m gauging off the ***, the cold weather kit is what failed, correct? Let me know what I can do to help. Thanks *****! *** ******** Resolution Specialist Generac Power Systems, Inc Phone: ###-###-#### ***.********@generac.com His voicemail said if there was more to talk about to reply to his email with just that. So, I did.I also called him back twice on Friday, waited Monday, called him three times on Tuesday and asked if he was in and was told yes. Called twice on Wed, each time leaving him a message on his VM. When I called and asked for a supervisor in charge, and they put me through to a Hannah, I left her a VM as well, that I had not heard back from ***. He called within 15 min. Said this was his top priority. Asked for my notes on the generator to use to get someone out to look at it, said he never got my email and that he was not in on Monday and Tuesday. Gave me a fax # to send my notes. After two hours of nothing but busy signal at 8 P.M. I called and left him a message for the following day that is wasn't going through, please call my cell phone to verify #. I tried to fax Thursday morning (Jan 16) and same thing. I have left him three messages today and have not heard a word back. For being a top priority, I wonder what his lower priorities get. I am tired of the run around and now I don't want to hand over any notes because who knows how long it will be before he gets back to us. I really don't know where to go from here but am tired of all this run around BS. I sure hope the BBB can help. Thank you, ****** *********/***** ******

Business Response:

Generac Power Systems has previously responded to this complaint and our customer service department has spoken with ****** on 2/3/14 and have left voicemails on 2/5/14 & 2/7/14 to discuss this complaint further.  The Generac Power Systems customer service department can be contacted at 1-888-GENERAC and we will continue to try and reach ****** in an effort to resolve their complaint.

Regards,

Generac Power Systems

3/1/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: We purchased a Generac generator MN 0058830 SN 6083679 and the mother board quit functioning. We then purchased Generac MN 0058831 SN 7093798 with a cold weather oil heather and battery warmer, invoice number ****** on 7/23/12 order number ********* Sales Rep *** ** ****** **** ******** ******** ******** Shipment date 7/13/12. There is an extended warranty with this purchase. On 1/22/14, the temperature reached minus 22 degrees in ****** *** MN and the generator is NOT FUNCTIONING. We have been unable to find anyone within 200 miles to service this generator and the company has benn UNHELPFUL (at the VERY LEAST)in assisting us. We have spent over $8000 for two generators that are not working. Generac has not sent a repair person to the generator and the web site and company have not helped. I called Generac and the two possible repair companys are not authorized Generac repair persons and would charge over $200 simply to drive to our generator. I believe Generac is distributing a faulty product and has not stood behind its product. Most importantly, we do not have a generator functioning that would protect our cabin, the septic and water system when it has reached minus 22F.

Desired Settlement: We need a generator that functions in extremely cold weather or a replacement that can be serviced and sent out by Generac since we paid for an extended warranty. I have been told they do NOT pay service people adequately to make **** distance repairs. I would prefer another generator since two have not functioned.

Business Response:

Generac Power Systems would like to thank Mr. **** for contacting us regarding the problems he has experienced with his purchase of a Generac Power Systems home standby generator.  The Generac Power Systems customer service department has been in communication with Mr. **** and have discussed this complaint.

The generator in questions is currently operational and was serviced by a company that is not an authorized service provider of Generac Power Systems and as such they are not able to submit a claim to Generac for any warranty repairs made to the equipment.  At this time it is unclear as to what work was done on the generator so we have knowledge of what the problem was or what was done to get the generator operational.

The Generac Power Systems customer service department did find an authorized service provider to come work on the generator, unfortunately Mr. **** had previously found a different company to come look at the generator.  The Generac Power System customer service representative did inform Mr. **** that they are unable to provide payment for service work performed by a company that is not authorized to service the product under the factory warranty.

Regards,

Generac Power Systems

Consumer Response:

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID *******, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

I do not accept the response made by the business to resolve this complaint because I did contact Generac and received the names of two repair services.  The closet one I was given was in Rice Lake, WI, about 200 miles from where the generator is located.  They told me they would not be able to get out to the generator for days and advised me to call a repair service in *** ******** ** which I did.  They came out and serviced the generator and are willing to provide timely service.  It was only after I complained to the BBB that Generac responded and then told me to contact a repair service in ******* **.  Google Maps indicates it is *** miles and 2.5 hrs from the generator.  I believe Generac should pay for the service to our generator since they advised using repair services that were unwilling to drive to the generator and recommended a repair service that was willing and able to come out. 

****** * ****

****** * *******

Regards,

****** ****

 

 

Business Response:

Generac Power Systems would like to thank Mr. **** for reviewing our response to his original complaint.  The Generac Power Systems customer service department has been in contact with Judith Johnson regarding the service work performed by ********** ********, which appears to be installation related items and not any type of manufacturing defect with the generator.

Generac Power Systems is unable to provide the assistance requested by Mr. **** for the reasons stated earlier a**** with the most recent information from ********** ******** that the service work performed appears to be installation related and not a manufacturing defect with the generator.

Regards,

Generac Power Systems

2/26/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I purchased the Genshed Generator shelter GS7500 on 11/09/2011 in the event of a power outage I would be able to have power supplied to my parents who are ** and ** years old. and rely soley on their oxygen concentrator machine and my mom also has a cpap machine she must sleep with that is run by electric.This product was used 1 time during Hurricane Sandy. when day break came I went to shut down the generator to my surprise the back of the shelter which houses the exhaust hose which was properly installed as per their instruction booklet was melted causing the shed to have been terribly damaged.I had called the company numerous times to try and have the shed repaired but was told the product was discontinued they no longer carried replacement parts. from what I was led to believe I am not the first customer to have had this happen to. I am seeking full reimbursement for this product so that I can replace this Generator shed with a reliable and reputable product in the event of a power outage. Product_Or_Service: NO Order_Number: W108909 Account_Number: H-10110581

Desired Settlement: DesiredSettlementID: Refund I paid 975.00 for this item which has caused me nothing but headaches.

Business Response:

Generac Power Systems would like to thank ***** ******** for contacting us some problems she is having with a purchase of a Genshed Generator shelter GS7500.  The Generac Power Systems customer service department has attempted to contact ***** by phone but have been unable to make contact with her. 

The Generac Power Systems customer service department can be reached by calling 1-888-GENERAC or by calling direct at ###-###-#### and extension **** will get ***** directly to our team member who has been assigned to this complaint.

Regards,

Generac Power Systems

Business Response:

The Generac Power Systems customer service department has been in contact with ***** ******** on 2/18/14 and they have discussed this complaint regarding a product that was not manufactured by Generac Power Systems.

Regards,

Generac Power Systems

Consumer Response:

[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.]

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID *******, and find that this resolution is satisfactory to me. 

Regards,

 

***** ******** ********

 

 

 

2/18/2014 Guarantee/Warranty Issues | Read Complaint Details
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Additional Notes

Complaint: I purchased a model ******* generator serial ******* that was installed in my home on 10/10/12. The generator has a two year warranty. The controller on the generator gains about ten minutes of time every three or four months. I requested warranty service to get the controller replaced. I was refused service by Generac and was given the explanation that the probelm was caused by power line frequency fluctuation and not the generac controller. No service technician was sent to my location to verify their claim. Furthermore, other Generac generator owners in my area are not experiencing the time gain problem and all other electric clocks in my home keep perfect time. Therefore I do not buy Gererac's excuse to refuse to fix my generator problem.

Desired Settlement: Generac should replace the controller on my generator under warranty.

Business Response:

Generac Power Systems would like to thank Mr. **** for contacting us regarding the problems he has experienced with the purchase of his Generac Power Systems home standby generator.  The Generac Power Systems customer service department has been in contact with Mr. **** and have informed him that the controller on the generator will be replaced under the factory warranty.

If Mr. **** has any additional questions or concerns the Generac Power Systems customer service department can be reached at 1-888-GENERAC.

Regards,

Generac Power Systems

Consumer Response:

[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.]

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID *******, and find that this resolution is satisfactory to me. 

Regards,

 

******* ****

2/11/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I bought a generator that was made by Generac Power System. During the last storm (May 2013), the generator spiked up over 300VAC and burnt/damaged most of my appliances, electronics, and computing equipment in the house. I contacted Generac and they opened up an Incident Case ( Re: Incident Report #******) on September 13, 2013. I provided all of the required documentation supporting that the voltage regulator was faulty and cause the voltage to produce high power to the house and damaged the items in the house. A customer service representative contacted my over the phone 2 days later and left a voice message to call back. I then called back at least 3 times and left multiple voice messages on her voicemail, but she never returned my calls. I then replied back to an email asking for status and requesting a managerial personnel to call me back on October 5, 2013, but again, there were no responses from Generac.

Desired Settlement: Request Generac to pay or replace the damage equipment caused by the faulty generator (bad voltage regulator). I can provide a list of items that were damaged due to this upon request.

Business Response:

Generac Power Systems would like to thank Mr. **** 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 contact with Mr. **** regarding his concerns and have provided him our response to his complaint.

The Generac Power Systems factory warranty does not cover the type of damages expressed by Mr. **** in his complaint and the generator itself is outside the factory warranty provided with the generator.  This information has been discussed with Mr. **** and while we undertand that this is not the desired response, we are unable to offer him the reimbursement or replacement items he was requesting.

Should Mr. **** have any further questions he can contact our customer service department by calling *************.

Regards,

Generac Power Systems

 

Consumer Response:

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID *******, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

The reason I am rejecting is because I did not feel that the issue has to do with the factory warranty of the product. I agree with Generac that my product (the standby generator) is outside of the warranty period, however, I have stated clearly to Generac representative that is responsible for this case that I wanted to bring the issue to their attention due to the faulty design in the Voltage Regulator that has spiked up the voltage above the normal residential voltage (110-220V) and had damage many of my appliances and electronics in the home. Generac is aware of this issue with the Voltage Regulator faulty design and had redesigned this product with improved/secured circuitry to limit the voltage to not spike up the residential normal voltage. I have replaced this part with the new/improved part and my standby generator is working great now.

 

I am looking to Generac to compensate for the damages caused by their product to my appliances, electronics, along with paying for the services and parts to repair the generator.

Thank you very much for your time and considerations.

Regards,

******* ****

 

 

Business Response:

Generac Power Systems would like to thank Mr. **** for contacting us regarding our response to his initial complaint.  This complaint has been reviewed by our Customer Service Department and the response provided previously remains unchanged.

The Generac Power Systems warranty period has expired, however consequential or incidental damages are not items that are covered under the factory warranty both during and after the warranty expires.  The Generac Power Systems customer service department has spoken with Mr. **** regarding this compalint and informed him of this decision.

Regards,

Generac Power Systems

2/7/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I purchased a whole home Gerac generator system from my local electrical company and was told that I had a 3 year warranty.The product was having issues from the date of install.It smoked on start up very heavily.Generac was notified that same day and said it would go away.Well 5 months later it did not.After multiple calls and a lot of personal time dealing with Generac's customer service line they authorized a motor replacement only instaed of a new unit.One of the representatives there also said that I should never have called Generac direct but only dealt with my provider.Now once again I am having problems with the generator on start up with backfiring and was told by my provider that it has damaged other parts.The local electrical company is ***** *** ***** in Richmond Va ###-###-####.They tell me that Generac is the sole entity that will decide on wether or not to replace my Generator that is only 7 moths old.I have already lost my power once during this winter season only to have the generator fail and not run more than 2 hours leaving my family in the dark.I feel that this whole situation has been very poorly handled by Generac.I have been given excusess from how busy the company is to how much they have grown and taht all execs are out of town in a conference as to why it has take so long to get a response.I trust that this is not the image the company wants portrayed to the consumer.This whole experince has been very negative and will not leave me with positive things to report on generac

Desired Settlement: to replace my current unit with and BRAND NEW UNIT not a repaired or refurbished

Business Response:

Generac Power Systems would like to thank Mr. ********* for contacting us regarding his purchase of a Generac Power Systems residential home standby generator. 

The Generac Power Systems Customer Service Department has been in touch with Mr. ********* and have reported back that the a resolution has been reached and that this complaint will be closed.  We apologize for any problems that Mr. ********* has experienced and if any further conversations are needed please do not hesitate to contact our customer service department at 1-888-GENERAC.

Regards,

Generac Power Systems

2/5/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I purchased a Generac Generator on August 21, 2013. This generator was installed August 31, 2013 and did not function properly. What is the generator problem? The motor starts and begins to run for a few seconds at idol speed, then the motor accelerates to it's highest speed and continues this way until the machine autoshut down occurs. Error code 1200 overspeed is what the generator displayed. Next, a charger warning was displayed on the computer panel. I contacted Generac who referred me to a service company. The service company C+D generator was unhelpful, so I contacted ******* ********** *******. ******* worked on the generator several times over the months to follow, ordered parts, changed parts and worked on the motor. Once the part took 6 weeks to come in. On December 4, 2013, we were instructed by Generac that our gas meter had to be changed or they would do nothing to further help us. The gas company changed the meter the next day and the generator tested properly once since we had it. Sadly the problem returned again the following week with error code 1200 overspeed. During this time we filled out an incident report form and faxed it to Generac as they requested. We never received a reply. Finally, on January 17, 2014 I scanned and emailed the report to ******* ****. ******* said she will personally route the form to the proper person. Today, January 21, 2014, our gas company came to our home again to test the gas line and the pressure was tested at the generator connection. Once more, ***** ***** *** found that the line has proper pressure. I still did not receive a reply from Generac. ******* ******** is scheduled to return to check the generator again tomorrow.

Desired Settlement: To replace and to have a functioning generator for which we paid. Extended warranty for the time out of service. These things done in a timely manner considering the inappropriate time we have waited for a resolution of this problem.

Consumer Response:

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID *******, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

 Although we believe that unfair customer treatment occurred, Generac has responded to our request for help with our newly purchase non functioning on generator six months ago. Thanks to your involvement a reply to our problem finally is taking place. We hope to have our generator in working order as parts are on order. The generator is still not functioning, but attention to the matter is in motion. Based on our experience and handling of problem we would not recommend this company to anyone. It is sad we had to contact you to receive a reply from Generac. 

Regards,

**** ********

 

 

Business Response:

Generac Power Systems would like to thank Mr. ******** for contacting us regarding the problems he is experiencing with his purchase of a Generac Power Systems home standby generator.  The Generac Power Systems customer service department has been in contact with Mr. ******** and the service dealer who is working on the equipment.  We will continue to work with the service dealer until the generator is once again functioning properly.

The Generac Power Systems customer service department can be reached by calling 1-888-GENERAC and they will continue in their efforts to resolve this complaint.

Regards,

Generac Power Systems

 

1/30/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Defective generator that does not work most of the time. When the generator was still under warranty, the service technician has said that the controller is defective and need to be replaced but the repairs were dragged out until the warranty period ran out. I have called Generac seven times. They always say "we will get back to you and will ship the controller". But they never did.

Desired Settlement: I would like Generac to replace the controller/generator and pay for the labor cost of replacing the controller/generator.

Business Response:

Generac Power Systems would like to thank *** **** *** for contacting us regarding the problems that have been experienced with the purchase of a Generac Power Systems generator.  The Generac Power Systems customer service department has been in contact with both *** **** *** and the servicing dealer. 

The warranty on the product has expired, however Generac has worked with our service provider and we will be covering the part and the labor as an out of warranty concession.  We believe that this action is reasonable and should resolve the complaint.

Regards,

***** *******

 

Consumer Response:

[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.]

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID *******, and find that this resolution is satisfactory to me. 

Regards,

 

*** **** ***

12/29/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I ordered a 13KW Centurion Generac generator from Lowes on 7/9/13 (order number *********) to be installed by myself. I was told by my township electrical inspector that a load shedding module (PMM unit) was required to meet code so I ordered it on 8/5/13 (order number *********) which did not arrive for well over a month due to back order issues. During this time I called dozens of times to find out where the part was because I was told it had shipped on several phone calls but the tracking information did not work because the part had not actually shipped. I was provided with incorrect information many times. Upon receiving the part and installing it, I began the final installation of the generator and converting it to propane with the valve provided to switch fuel source. The valve would not budge by turning it with my hand and made creaking noises I recognized as impending damage. I have a Master's degree in engineering and I am very familiar with mechanical devices because I repair and build scientific machines for the ** **** every day; it was obvious that I would cause damage by forcing it any further. I called Generac to get a better description of the process and was told "It is always tricky to turn the valve. Grab the stem of the valve with pliers and turn it while tapping the valve with a hammer." I did this which caused the plastic valve to shatter immediately and the metal stem now turns freely 360 degrees; it is only supposed to turn 90 and stop. I called back and explained the situation and was told that this is not uncommon and warranty repair would be provided. I chose to go through a Generac dealer I was familiar with called *** ********** for servicing who also indicated the fuel change valve often breaks. This service was initiated some time in early September I believe. Since then I have been told several times the part was on back order through *** ********** and by calling Generac to confirm the details. I finally submitted an official incident report through Generac on Nov 14 and have only been told that the parts are still on back order and that they cannot assist me further because the issue was only brought to their attention on Nov 14 (even though I have made dozens of phone calls since the issue with the PMM unit). I have been extremely frustrated by my customer experience and would gladly return the whole generator and buy another brand if I hadn't had the plumbing and electrical installation completed which cost as much as the generator. As it stands, I have had a non-functional generator in my yard since July and I have lost power during that time. I am writing this complaint in the middle of an ice storm and still have no real guarantee of when my generator will be running.

Desired Settlement: I would like an apology and an explaination.

Business Response:

Generac Power Systems would like to thank ******* ***** for contacting us regarding the problems he has experienced with his purchase of a Generac Power Systems generator.  The Generac Power Systems customer service department has been in contact with ******* ***** regarding the parts shipment and will follow up again after the repair.

If ******* ***** has any other questions or concerns we would recommend that our customer service department be contacted directly by calling 1-888-GENERAC.

Once again we apologize for the delay in getting the repalcement parts shipped out to the dealer.

Regards,

Generac Power Systems

12/29/2013 Guarantee/Warranty Issues | Read Complaint Details
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Additional Notes

Complaint: I purchased a Generac Generator from an authorized Generac Dealer and started the activation date of the generator on July 06, 2011. I also purchased a 5 year extended full warranty from Generac to cover this generator.The Generator model is an: *** *** *** ******. This generator is promoted as a standby residential generator, designed specifically to interact with off-grid renewable energy.In July 2013, we had our first mechanical failure that resulted in a shut down and requiring a visit from an authorized Generac repair technician.At this time we were notified by the repair company prior to their visit, that they checked with Generac Warranty Dept. to confirm the generator was under warranty. Generac Warranty Dept. reported that the full warranty had expired that very month, but since it was close to expiration, they would honor repairs this time.I requested from the Generac Dealer who sold me the unit to correct the error made with the warranty dept. to reflect the full 5 year coverage.This did not happen and we have another mechanical failure with the generator. This one happened on November 28, 2013. I then filed a complaint with the complaint Dept. of customer service at Generac.I sent all documents clearly showing the purchase of the generator with the 5 year warranty included. This info is on the Generac Invoice.The person investigating the complaint at Generac told me over the phone, that the paperwork I submitted clearly shows that I was sold the warranty and Generac took the payment of $371.25 for the warranty.The next day, the same person calls me to tell me, sorry I was incorrect. The warranty dept claims they don't offer 5 year warranties on my model. But Generac did take the payment and now I have got to figure out how to refund you.Meanwhile, the repairman returns and they discover a complete failure of the Stator and Rotor. The heart of the equipment.This product is not even 3 years old.Generac sold the warranty to me. It should be honored for 5 years.

Desired Settlement: Since a Generac authorized dealer sold the 5 year warranty and I paid for the cost of the warranty and Generac took payment for it, then they must honor the warranty fully.Generac is claiming now, the warranty was sold by mistake. What if no issue had come up in the 5years? They have not offered to refund my overpayment since the purchase. And no one at Generac is even offering to refund my money now. I demand full coverage for 5years.

Business Response:

Generac Power Systems would like to thank Mr. **** for contacting us regarding the problems he has experienced with the purchase of his Generac Power Systems generator.  The Generac Power Systems customer service department has been in contact with Mr. **** and Generac is providing assistance with the repair and has requested reimbursement on the extended warranty that was never assigned to the generator.

Generac Power Systems would encourage Mr. **** to contact our customer service department directly by calling 1-888-GENERAC if he has any other questions or concerns.

Regards,

Generac Power Systems

12/18/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I purchased a Generac 8kW automatic standby generator that was installed in July 2011. Beginning in October of 2012 and continuing to the present, the generator has repeatedly failed to start during both real emergency power outages and weekly preprogrammed self-tests. The failures began during the company's warranty period. I have had 4 different Generac authorized installers service the generator and been unable to resolve the problem with starting. We filed an Incident Report with Generac of Nov. 11, 2013; however, the company has yet to satisfactorily address and resolve the mechanical problem by either repairing or replacing the unit. In addition, they have not responded to our request for reimbursement of the futile service repairs.

Desired Settlement: Replacement of the faulty generator with another unit of equal or greater capacity at Generac's expense and reimbursement to us of $737.68 we paid the licensed contractors for labor and parts.

Business Response:

Generac Power Systems would like to thank Mr. ****** 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 contact with Mr. ****** and have agreed to replace the generator.  The order has been placed and we are working to get the new generator shipped as soon as possible.

Should Mr. ****** have any further questions or concerns he can contact our customer service department directly at 1-888-GENERAC.

Regards,

Generac Power Systems

Consumer Response:

[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.]

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID *******, and find that this resolution is satisfactory to me. 

Regards,

 

***** ******

12/16/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I purchased a generac 16 kw home standby generator on 9-11-2006. We never lost power until Hurricane Sandy from 10-29-12. We lost power for 10 days. The generator ran for the entire 10 days (about 240 hours). This generator is rated to run 3000 hours. On the final day, our home lost power despite the generator continuing to run. We did not readily address this issue since our power was then quickly restored by Con Ed. On 9-30-13, ******* ******** and ******* **** (both an authorized Generac dealer) stopped by and diagnosed the rotor and stator were not generating power and needed to be replaced. On 10-10-13 ********** (another Generac dealer) made the same diagnosis. The diagnostic work alone cost me about $533.00. An internet search confirmed that this is a common problem******************************************************************************* On 10-15-13 I called Generac to complain about the problem and was referred to *** ******** ( A generic "resolution Specialist") Here is his contact info: *** ******** Resolution Specialist Generac Power Systems, Inc Phone: ###-###-#### ************************ *** and I traded several e mails back and forth from 10/15-11/7/2013. In the end *** offered to sell me the replacement stator/rotor at "his cost" which after tax, shipping and handling will be about $575.00. I told him that while I acknowledge the unit is past it's warranty period and the fact that a quick internet search can find similar complaints tells me that they know they have a defective perhaps under designed defect with this unit. Meanwhile the labor estimate just to replace the parts is over $1000.00 since the entire unit needs to be taken part. All of this with no guarantees it will even work.

Desired Settlement: I feel extremely disappointed with Generac's quality and I would not recommend anyone buying their products. I feel its only fair to replace the defective parts at no charge and I would offer to split the labor cost. After the repair, I would ask for an additional 3 year warranty against deceptive parts/workmanship.

Business Response:

Generac Power Systems would like to thank Mr. ****** for contacting us regarding the problems he has experienced with his purchase of a Generac home standby generator.

The Generac Power Systems customer service department has been in contact with Mr. ****** regarding the prolems he is experiencing and have offered to provide him the parts needed to repair the generator at a reduced price.  The generator was purchased in 2006 and is well beyond the factory warranty which expired in 2008.

The Generac Power Systems customer service department has not acted on thier offer to Mr. ****** as they are waiting to receive confirmation that he would like to move forward with having the generator repaired.  The offer from our customer service department is fair and reasonable given how many years the generator has been out of the factory warranty period and unfortunatley will not be able to provide Mr. ****** his desired settlement.

Regards,

Generac Power Systems

 

Consumer Response:

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID *******, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

Generac offered to sell me the replacement stator/rotor at "cost" which after tax, shipping and handling will be about $575.00. I have already spent about $575.00 just to diagnose this problem. While I acknowledge the unit is past it's warranty period and the fact that a quick internet search can find similar complaints tells me that they know they have a defective perhaps under designed defect with this unit. 

*****************************************************************

I am bleeding cash on this generator and I feel the stator/rotor has probably been underdesigned / defective since this is common problem as you can see here:

*******************************************************************************

Meanwhile the labor estimate just to replace the parts is over $1000.00 since the entire unit needs to be taken part. All of this with no guarantees it will even work.

I feel extremely disappointed with Generac's quality and I would not recommend anyone buying their products. I feel its only fair to replace the defective parts at no charge and I would offer to split the labor cost. After the repair, I would ask for an additional 3 year warranty against deceptive parts/workmanship.

Regards,

***** ******

Business Response:

The Generac Power Systems customer service department has been in contact with Mr. ****** regarding the problems he is experiencing and have offered to provide him the parts needed to repair the generator at a reduced price.  The generator was purchased in 2006 and is well beyond the factory warranty which expired in 2008.

It appears that Mr. ****** has purchased a new generator and has requested that Generac Power Systems extend the offer we made to the individual who purchases the generator that is need of repair.  Generac Power Systems has agreed to do this and will also be sending out some maintenance items to Mr. ****** for his new generator.

Regards,

Generac Power Systems

12/16/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: We purchased a Model KW20, serial #******* on 11/15/13. *** ******** installed the unit on that day and could not get it to work, my husband contacted Geracac and they told him to call ****** ********. ****** ******** was out 3 times and cannot get the unit to work! The last time Generac gave him 1/2 hour to work on it but he was here 3 hours. **** * ***** has another unit in store and would be glad to swap units with us, but need Generac's ok to do this. Generac has not given their ok. I filed an incident report with Generac (#******) and am in suspense waiting (we have $8000 + invested now). We need help getting them to move and give the ok for the units to be swapped out, ours for the new one at the **** * ***** *****.

Desired Settlement: Please help get Generac to ok the exchange of units. Thank you

Business Response:

Generac Power Systems would like to thank Mr. ***** for contacting us regarding the problems that he is experiencing with the purchase of his Generac Power Systems generator. 

The Generac Power Systems customer service and technical service team are currently working with our authorized service provider to identify the problem with the generator so that the proper repairs can be made.  The Generac customer service department will continue to stay in contact with Mr. ***** during the repair process and will also be adjusting the warranty coverage to reflect the days the generator is not fully functional.

Once again we apologize for the problems that Mr. ***** is experiencing and we will work with our service provider to identify the problem and get his generator functioning properly.

Regards,

Generac Power Systems

12/2/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I bought an 8Kw standby generating system from Generac in December 2012. I need to use a C-PAP device and require electricity to my residence. The generator ran fine until August 2013, when it stopped running. I reported the malfunction to my installer/factory rep on August 29th. In mid-September the installer/rep for Generac replaced a solenoid and stepper motor at the instruction of the Generac home office (WI) service dept. Ordering, delivery and installation of the parts took the better part of a month. The generator still didn't run. Generac-WI decided that there had to be insufficient natural gas getting to the unit (in spite of its running for eight months). The installer tech had measured the gas pressure with a faulty meter and erroneously reported low gas pressure. After replacing and correcting the mistake G-WI refused to believe him. The gas company and the original tech re-measured the gas flow using the gas company “state certified” meters and found it to be sufficient. G-WI removed the original service team and sent a new technician, insisting there had to be a gas problem. The new tech very quickly determined that there was sufficient gas but blamed the automated controller. The new tech replaced the controller and claims the generator ran for a few minutes but after he shut it off it would not run again. He went on to claim that there are as many as eight different things that report back to the controller and could cause the malfunction. The Generac Warranty says that repairs have to be completed within 30 days. It has now been 47 days since I reported this malfunction to Generac. When do they have to abide by their warranty? So far I have spoken to Generac’s headquarters multiple times. The primary customer care representative is *** ********. His supervisor is named ****. Neither individual is willing to provide quality customer service. After several calls and e-mails Mr. ******** finally called back but steadfastly refused to address Generac’s stated policy of resolving customer complaints within thirty days. He stated he is bound by the fact that in spite of it being day 67, conflicting error reports ties his hands in doing anything on my behalf. He states that his tech department was now reporting an excess natural gas pressure and it had to be lowered to factory tolerances before he could advance my complaint. The gas company supervisor came by at my behest and together with the Generac on-site tech, set the tolerances for column inches of water (pressure) for the exact factory specification. The generator will still not run and the on-site tech left at 3:30 local time as he stated he had tried everything (many things multiple times) and is out of ideas and as G-WI is closed for the day he will call them tomorrow. He stated he was tempted to quit because he was paid only for an hour or two and had already spent well over ten hours trying to resolve the problem. Mr. ******** finally answered the question about the thirty day warranty surety Generac makes, “…:You (the equipment owner) are responsible for contacting a Generac Authorized Warranty Dealer as soon as a problem occurs. The warranty repair should be completed in a reasonable amount of time, not to exceed thirty days.” He stated in an e-mail response, “In answer to your question about 30 days – that applies to the dealer filing the warranty claim. The dealer has 30 days to file the claim before penalty. That does not apply to the consumer. Thanks, ***” That has to be the most insulting answer I have ever received. Adding insult to injury, in today’s e-mail I received a message from Generac stating my opportunity to buy an extended warranty ends in a month.

Desired Settlement: Immediate replacement of faulty unit and extension of the warranty for a period at least as long as the period it has been out of service.

Business Response:

Generac Power Systems would like to thank Mr. ****** 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 contact with Mr. ****** and we are proceeding with having the generator repaired and but back into operation.  The part needed for the repair of the generator will be shipping from Generac Power Systems directly to our authorized service provider.

Once again, we apologize for the problems that Mr. ****** has experienced and should he have any additional questions he can reach us directly by calling 1-888-GENERAC.

Regards,

Generac Power Systems

 

Consumer Response:

I have reviewed the response made by the business in reference to complaint ID *******, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

My response to Generac


Dear Better Business Bureau:


Generac claims that a needed part is on the way to my authorized dealer.  According to e-mail contact from Generac"s Customer Care Rep Generac is sending a new engine to the local rep for installation into my standby generator (supposedly to be accomplished by 1-0/28/13).  So far they have diagnosed the problem and replaced an alleged faulty computer controller, the regulator and the air box.  They have also spent two days mucking around with the natural gas.  I have very little or no confidence that this proposed fix is viable.  In any event, the generator is not fixed and I have lost three months value of the limited warranty.  Until the generator is running and Generac has suitably addressed the warranty issue and the fact that given this unit has been worked on for more time than the generator has actually run (in weekly test mode), I cannot accept this statement by Generac as a true attempt to resolve this issue.

Regards,

****** & **** ******

 

 

Business Response:

Generac Power Sytems would like to thank Mr. ****** for contacting us regarding the problems he has experienced with his purchase of a Generac Power Systems home standby generator.

The Generac Power Systems has been in communication with Mr. ****** and has confirmed that the generator is operational and have also provided him with a mobile link as a customer concession that can be used to remotely monitor the generator functionality.

Should Mr. ****** have any further concerns or questions we would ask that he contact our customer service department at 1-888-GENERAC.

Once again, we apologize for any problems that Mr. ****** has experienced with his purchase of a Generac Power Systems homes standby generator.

Regards,

Generac Power Systems

11/25/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: This is a multi-faceted complaint. In early January 2013, I submitted a request for information on Generac whole house standby generators. Generac gave my contact info to an authorized dealer who initially contacted me, but never returned my call. Generac then gave my information to ******* ******** in ******** ***** ** (an Authorized Generac Dealer). *********** ****** is the primary owner and an electrician. (the company has no BBB profile). I met with ******, in February 2013 and gave very specific information on my requirements for a generator. I asked where units could be purchased from (through local sources) and he stated they are only available through authorized dealers such as himself, no generators are stocked anywhere, each is built to order. In a few days, ****** sent a proposal with 3 sizes of generators; a 14, 17 and 20kw. Installation of transfer switch (to be done by *******) would be $1400, gas line was estimated between $800-1000, not done by ******* but he would arrange that contractor. Unsure of which one I should get, based on fully powering my entire 3000sf house and and all appliances, I contacted him to find out. He said any one of the generators would be suitable. HOA approval was granted and I ordered a 14kw from ****** in May 2013. My payment of 4356.06 included the 14kw generator, 150amp transfer switch, battery and shipping. (Cost breakdown: generator: $3,076.00, transfer switch: $850.00, battery: $80.00, shipping/delivery: $350). Generator was delivered on June 21, 2013. ****** and his wife were here for the delivery and located the generator at the back of the house. No battery was delivered with the generator. I asked ****** when the installation would begin and he said "soon". Approximately a month elapsed and in July 2013, I emailed ****** to inquire about the installation. He replied via email he had a call in to the gas installer, they were both in their busy season and he'd left me know. Another month and 3 power outages later, I decided to look for my own contractors. I found **** ******** on Generac's site. **** is an authorized dealer/service provider. **** agreed to finish the installation at a cost of $1700. **** said I should have the gas line installed first, and contact Generac for the activation code need to run the generator and recommended ***** ******** *** ******* in *******. I contacted Generac for the activation code and my warranty for the generator began in August 2013. ***** did two sight visits to measure for the gas line and stated the plan ******* related to me was impossible to accomplish due to size requirement of the line to accomodate the extra load of the generator. A separator larger line had to be tied to the gas main and run 125' to the generator. Their estimate for the work was $3,218.19. I contracted ***** to begin the gas line installation. I then went searching online for a battery to replace the one I'd paid ******* for and never received. I found the 14kw generator I'd purchased available on both ****** and **** ***** for roughly $700 less than what I paid and available with free shipping. Between their pricing, free shipping and the battery I never received, I had paid $1100 more to the authorized dealer Generac sent to me. I contacted Generac to make a complaint regarding, price gouging, my missing battery, as well as ******* (as their Authorized Dealer) skipping out on the work. I also mentioned the the fact that the gas line work was costing me 3 times *******'s ballpark figure as well as being misled not only on the cost of the gas line, but impossibly plan presented to me. I furnished all documentation to Generac along with my incident report. Their response about the marked difference in pricing was they don't set dealer pricing. I was encouraged to contact ******* and have them complete the work, to which I responded I didn't want him as a contractor, between overpricing, being unresponsive to completion of the work and non delivery of the battery, I felt he was dishonest and had no need to return since he had made a large profit off me without doing further work. Generac seemed satisfied that the issue was resolved since I had 2 new contractors to complete the work and I had not prepaid ******* for installation work. Generac made a phone call or two to **** ******** (I don't know if this was to verify I had hired **** or just to be able to say they facilitated resolution of my issue) and followed up with me to keep abreast of the progress. There was an error in the size of the gas line, which necessitated removal and replacement - this work was corrected by ***** at the original cost quoted and done in an expedient manner. Around the time of the completion of the gas line, I went on Generac's site to use the calculator to help a friend determine size requirements for a generator for her home, which is the same size as mine. Her desire was to be able to have a generator capable of doing what I wished mine to do: power everything, not just certain circuits. The calculator returned a 20kw generator as being required. Realizing the discrepancy between what I had and what Generac's site was saying the same size house/requirments needed, I resubmitted the info and the same results were returned. I contacted **** and outlined what my expectations were and what the minimum size generator would accomplish those requirements for my home. We had not discussed this previously as **** did not handle the sale for the 14kw and assumed I had what I needed. According to ****' calculations, he stated I could probably get away with a 17kw, but a 20kw would be completely adequate and run my household seamlessly. **** offered to wire my home to support a 20kw and offered the suggestion of hooking up the 14kw, trying it during an outage and if it was not suitable for my needs, they would try to help me sell it as a used, discounted unit and I could then purchase a 20kw. (Or I could go ahead and purchase/install a 20kw and then have them help sell my 14kw). Either way, I will take a loss. I returned to ****** and **** ***** to research the cost of a 20kw and found they were available for about $500 more than I had paid for the 14kw (which I didn't figure in the shipping costs, just the unit, transfer switch and battery). Both ****** and **** ***** offer free shipping. Generac is the vendor on ******. I contacted Generac again on October 10, 2013 to followup (via email) and asked that in view of their having referred this vendor to me and all the peripheral issues that have occured as a result of my trusting the authorized dealer they sent to ME, I would like Generac to credit me for the cost of the 14kw generator, transfer switch and battery, apply it toward a 20kw generator (with my paying the balance) and have **** ******** remove the 14kw and handle the disposition of it. Since the day this generator was delivered (June 21, 2013) I have had FOUR power outages and a several thousand dollar piece of equipment purchased for such occasions sitting useless in my yard. I have paid more than fair pricing for the unit, paid for shipping which it appears all other online vendors (as well as local vendors) offer free, paid 3 times the amount I was led to believe the gas installation would cost and have a half-installed generator that was sold to me under the guise of being suitable for my needs. I asked Generac to respond to my inquiry within 24 hours. Later in the afternoon of October 10, 2013, I received an email from **** ******** stating Generac had contacted them and discussed the email I sent. ***** **** summarized what Generac communicated to him: "...They are not able to take the 14KW generator back. I understand their view on this, they sold the generator to the vendor that sold it to you. Unfortunately this Generac dealer did not maintain a professional business practice with you. I am sure Generac will reprimand them in some way. " As of October 11, 2013, Generac has not responded to me within the 24 hour time frame (although they were able to contact **** within hours of receiving my email and apprise him of their decision). They have not responded to a followup email I sent asking them to send email AND written (via postal mail) verification of their decision to not resolve the matter to my satisfaction and have not responded to a post on Facebook asking how this can in anyway be construed as "resolution". In good faith, I engaged the services of an authorized dealer Generac sent to ME. Generac's "resolution" is a handful of phone calls to stay in the loop. They have done nothing more than communicate only for the sake of the appearance of helping to resolve this matter. They have washed their hands of it all, leaving it at a dealer issue. While that may be true, Generac has a responsibility and obligation to their customers to ensure their dealers are ethical, honest and accountable. To be perfectly fine with a customer paying well above other advertised prices, to allow a dealer to operate without overseeing the dealers practices, to allow a customer to go through the process of having to find new contractors and to then refusing to exchange a product for one that the customer required and communicated well before the time of purchase (not to mention double checking on), to be willing to give a customer the only option of selling the wrong generator at the customer's loss in order to be able to purchase the correct generator, as well as finally refusing to further communicate with the customer is nothing more than unethical business practice. This was a big investment for me. As a consumer, this is the sort of horror story you hear about and hope will never happen to you. While I had been encouraged to take this matter directly to the BBB, it was my hope that Generac was an upstanding company that could be counted on to ensure they have done whatever they could to remedy what has been a nightmare. Instead they turn a deaf ear and walk away. They've made their money and so has their dishonest dealer. The refuse to even hold the dealer accountable and are unwilling to step in on my behalf and have the dealer make this right.

Desired Settlement: Credit me $4006 (price paid for 14kw, transfer switch and battery I paid for and never received with generator and power switch) to apply toward a 20kw generator. Exchange my Generac 14kw Guardian Series Generator (#****) with transfer switch for a Generac 6244 Air-Cooled Liquid Propane/Natural Gas Powered Standby Generator With Transfer Switch honoring ****** and **** *****'s price of $4497 with free shipping delivered within the customary 3 week time frame to my home. I will pay balance of $491 to Generac for difference between cost of 14kw and 20kw. Generac to arrange for removal and disposition of 14kw generator on my property. Generac discontinues using ******* ******** (******** ***** **) as an authorized dealer.

Business Response:

Generac Power Systems would like to thank *** ******* for contacting us regarding the problems she has experienced with the purchase of her Generac home standby generator.  The Generac Power Systems customer department has previously spoken with *** ******* regarding this matter prior to her filing the BBB complaint and have attempted to reach her multiple times since the filing of the BBB complaint but have not yet been able to speak with her regarding this matter.

Generac Power Systems has previously offered assistance to *** ******* on this matter, however we are not able to accomodate her request of returning the functional 14kw generator and refunding her a portion of her purchase price because she found the same unit at a lower cost from another provider.

Generac Power Systems has and will continue to offer out assistance to *** ******* and we would encourage her to respond to the attempts by our customer service department who is attempting to engage her regarding this matter.

Regards,

Generac Power Systems

Business Response:

Generac Power Systems would like to thank ******* ******* for replying to our response regarding her original complaint.  The Generac Power Systems customer service department has attempted to call ******* ******* regarding this matter in order to better explain the position of Generac Power Systems. 

Generac Power Systems sells our products through many different channels and all of those channels have a different approach when selling the product directly to the end consumer. As an example some dealers will include the installation of the generator with a poured concrete pad in their pricing while others will only include the generator and no installation costs.  Generac recommends that a consumer should always obtain multiple quotes and understand what is included in those quotes before making the purchase of a generator.

Generac Power Systems has previously responded to the complaint and would encourage ****** ******* to contact our customer service department directly for any further clarification or should she have any further questions.

Regards,

Generac Power Systems 

Consumer Response:

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID *******, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

Generac Power Systems steadfastly refuses  to offer any sort of resolution to me and and clearly approves of and encourages the unethical and dishonest actions of the authorized dealer they referred to me.

Regards,

******* *******

 

 

11/23/2013 Guarantee/Warranty Issues | Read Complaint Details
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Additional Notes

Complaint: I purchased a generator and took delivery of it on Dec.5,2012. It was run once a week as per their owner's manual. Once it hit 35 hours the generator will not hold any load. We called Generac and asked for the nearest dealer and was given *** ***** ********** **** *** ******* *** ###-###-####. They had it for 5 weeks and when I called them I was told they never looked at it, they weren't going to fix it because we didn't buy it from them and they were just going to roll it outside! We called Generac and filed a complaint and was given another dealer in town, ********** ****** ***** **** *** ******* *** ###-###-####. ********'s has been in contact with Generac for 4 weeks now and still haven't found the problem! The generator only has 35 hrs on it and it shouldn't take 9+ weeks to get it back! Generac has never gotten back to us about L&R and the horrible way we were treated and ********'s has to keep waiting on Generac's engineers to fix this! We bought this product because when the power goes out we are one of the last to get back on. I work for CL&P as a lineman and with all the storms we've had the Governor is on the companies back and we are held to strict times to get people's power back and expect the same from Generac! Their warranty says I should have it back in a reasonable amount of time not to exceed 30 days, it's been 9 weeks! I want something done now PLEASE!! My next step is to go to our state's atty. Storm season is here and we need this back NOW!!! I hope you don't handle things like Generac does! Thank you!!

Desired Settlement: We want Generac to honor their warranty and get our generator fixed and back or refund our money so we can purchase a different brand!

Business Response:

Generac Power Systems would like to thank Mr. ***** for contacting us regarding the problems he has experienced with the purchase of his Generac Power Systems portable generator.  The Generac Power Systems customer service department has been in contact with Mr. ***** and are making arrangements to have the generator replaced instead of having it repaired.  They can be reached by calling 1-888-GENERAC if Mr. ***** has any additional questions regarding his replacement generator.

Once again we apologize for the problems Mr. ***** has experienced and we look forward to providing him with a new and functional generator.

Regards,

Generac Power Systems

 

Consumer Response:

[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.]

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID *******, and find that this resolution is satisfactory to me. I will not fully accept this until I receive my new generator which has not come yet! Until that happens I want this complaint kept open! Thank you!

Regards,

 

******* *****

 

 

 

11/20/2013 Delivery Issues | Read Complaint Details
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Additional Notes

Complaint: I bought a brand new standby generac generator for $2165.00 from lowes and after I installed it would not run properly. when I called generac they gave me the number of a local generac dealer. when he checked it out he told me it needed a brand new computer board and a brand new motor and that I got a lemon . and said that he would inform generac of these problems that was on 9/12/13. he called me back and told me they would ship it on 10/9/13 then on 10/16/13 I called him and he said they never shipped it and that they would ship it on 10/ 19/ 13 when I called again they still did not ship the parts and when ever I call generac they tell me parts to be shipped is a different department and there's no way they can help me or give me any info on my generator parts ...I feel like I'm being ripped off , they never offered me a brand new one or any kind of reimbursement . this is a crappy product and the worst customer service I have ever dealt with ... the serial number is ******* and when I called lowes they told it's not there problem and to deal with generac

Desired Settlement: fixed immediately or my money returned in full

Business Response:

Generac Power Systems would like to thank Mr. ********* 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 contact with Mr. ********* regarding his generator and the part(s) needed to repair the generator have been delivered to the the dealer for installation on the generator. 

Generac Power Systems has also provided Mr. ********* a concession in light of the problems he has experienced.  If Mr. ********* has any further questions regarding this matter he can contact our customer service department directly at 1-888-GENERAC.

Regards,

Generac Power Systems

  

Business Response:

Generac Power Systems would like to thank Mr. ********* for contacting us regarding the problems he has experienced with the purchase of his Generac generator.  In reviewing the case notes from our customer service department it has been communicated to Mr. ********* that the generator will be replaced.  We understand that Mr. ********* was requesting a refund, however we will not be able to grant that request.

The Generac Power Systems customer service department can be contacted at 1-888-GENERAC for any additional information needed regarding the repalcement generator.

Regards,

Generac Power Systems

 

Consumer Response:

[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.]

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID *******, and find that this resolution is satisfactory to me. 

Regards,

 

******* *********

 

 

 

11/12/2013 Guarantee/Warranty Issues | Read Complaint Details
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Additional Notes

Complaint: Most of service dealer in ******** ( generac certified services) they are not accept warranty work . They are about 12 locations that generac post in their web site. I try to call generac customer service many times to help me but nothing. Only one Western Mower in Poway accepted on September 20th-2013( after I call Generac) but They try to get away because They told Generac my generator is dirty and low compression due of lack of maintenance, The main issue I point out my generator do not have spark ( something wrong with coil or switch) It is not related to maintenance . I request to fix my generator at least my generator have spark ,but service center ( western mower and generac refuse )

Desired Settlement: Up date information about service center in ********( Most of them don't honor warantty service) Fix my generator at least have spark( Right now my generator don't have spark)

Business Response:

Generac Power Systems would like to thank ***** **** for contacting us and we apologize for any problems related to the Generac generator.

The Generac Power Systems customer service department has been in contact with both ***** and the authorized service provider in the area regarding the problems with the generator.  The diagnostics performed have been reviewed by our technical service department and the failure of the generator appears to be a result of the generator not being properly maintained.

Generac Power Systems, given the findings of the authorized service provider and confirmation from our technical service department, will be unable to offer any assistance with the repairs to the generator.  We encourage ***** **** to contact the service provider to discuss what options are available regarding the generator.

Regards,

Generac Power Systems 

Consumer Response:

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID *******, 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,

***** ****

 

 It is easy to blame for lack of maintenance. I just bought this generator less a year and change oil every 6 months  per manual, specially change oil before bring to the shop.  The issue my generator did not start because this unit had no spark ( some thing wrong with ignition system , coil ) it is not related to maintenance period . The only problem this unit could not produce spark . I just request fix this problem by changing defective coil or defective ignition system or bad switch  ( not relate to maintenance). Generac should honor defective parts per policy during wanranty period.

Thanks

 

Business Response:

Generac Power Systems would like to thank ***** **** for contacting us regarding our previous response to the complaint.  The Generac Power Systems customer service department has reviewed the complaint with our technical service department and has come to the same conclusion as previously provided.  This information has been shared with Mr. **** and while we understand that this does not meet with his expectations we will be unable to offer any assitance with the repairs to the generator.

Should Mr. or Mrs. **** have any further questions regarding their complaint they can contact our customer service department by calling *************.

Regards,

Generac Power Systems

11/4/2013 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: We purchased the IX2000 from ***** while on a construction site to get some portable power for a shop light and a small drill. It handled the tasks well except the RPM varies a lot regardless of "eco" mode or not. We ran the unit for about 20-25 hrs of total use and brought it back to our office. It was winterized with the fuel drained and the oil changed. It sat there from 2010 till now( Nov 2013). We checked the oil and filled it up with gas. After priming the engine it started right up. Under normal operation the green light should come on a few seconds after startup. Instead it lights up for only a split second and goes off. Then the overload light comes on about 15 seconds later and no AC available. We pulled out a volt meter to verify this and also check the 12VDC out only to find that it was fluctuating between 17 and 23VDC! We checked all the wiring and consulted the manual which states the inverter module needs to be replaced. For no reason, the unit died while being stored! It's almost like there is a time fuse inside that is set to break after the warranty period is up. I called Generac support and explained everything and was told to take it to a repair center and if the tech found that it has very little use and in great condition, he can argue a case with Generac to have the part replaced under warranty as a defective part. Sounded good until I got to the repair company that was listed on the Generac website. The man looked it over, fired it up and tested the 12VDC and the AC. He then pulled up the manual and came to the same conclusion that I did, a new module. I told him about what i was told by generac and he was skeptical. He called his Generac number and told them that the unit is in new condition and has a faulty module. The response...it's out of warranty the part is $500! I bought the generator for that! No options, no consideration, no help at all! The service man even said that he sees a lot of these little units and it's always the same thing, cheap parts and it costs too much to repair. He had 2 of the same models sitting on a shelf that all had the same issues.

Desired Settlement: I'm fine with a new module. I don't need a new unit just the part that doesn't work which is the inverter module. I was looking to buy more of these but am concerned as to the quality and reliabilty of the interal parts. I would entertain purchasing more uints if i could be assured they wouldn't have more modules go out with light use. They are at a great price point and a good size and weight.

Business Response:

Generac Power Systems would like to thank Mr. ******* for contacting us regarding the problem he has experienced with his purchase of a Generac portable generator.  The Generac Power Systems customer service department has been in contact with Mr. ******* and have made arrangements to provide him assistance in having his generator repaired and based upon that conversation we are confident that this complaint has been addressed.

If Mr. ******* would like to speak with anyone further regarding this complaint we can be reached by calling 1-###-#######.

Regards,

Generac Power Systems

Consumer Response:

[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.]

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID *******, and find that this resolution is satisfactory to me. I was contacted by a customer support representative who was very sympathetic to my issue. She agreed with my reasoning and said that Generac would without a doubt send out a replacement part free of charge. I think it is refreshing to see a company stand behind their product the way Generac did. They could have played the "out of Warranty" card and been within their right to do so. Instead the did the right thing and used common sense... something we don't see to often anymore.

Thank you Generac, you have restored my faith in your brand.

Regards,

***** *******

11/1/2013 Problems with Product/Service | Complaint Details Unavailable
10/23/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I had a Gererac Guardian 14KW generator installed on 9/9/13. This unit still does not work. Started out that the unit would not start and when the tech. finally got it going it would not run at a steady RPM. In calling they said it was a watercolumn problem (meaning a LP gas problem). Talked to the ***** from ********* who I get my LP from and he said that the readings where correct but he would come out and check again. He was right in that the readings where correct. At this time the tech. that was sent out by Gererac could not get it to work properly and called Gererac's tech. service. They told him to replace the fuel regulator. Another visit with this being done and the engine started and ran fine. However it would not transfer power which means that if you loose power when not home the generator will run but you will have no power in the house. Tech again calls Gererac Tech. Service and says we need to change the control panel. Another couple days go by and they come out and do that and the unit still is not working. They are now going to replace a small electrical block in the unit but they don't have it in stock and I still have a generator that does not work after being in almost a month. We leave here for our winter home in 3 weeks and I have very little faith in this product or it's tech. support staff. Have tried twice calling Gererac's customer support and both times have been told to summit my problem via e-mail. Did that and never heard back from anyone. It's as if they just don't care. Think I made a big $4600.00 mistake in buying this unit.

Desired Settlement: This unit is a lemon and should be replaced by someone that really knows what they are doing. Either that or take it back with a full refund of all my expenses.

Business Response:

Generac Power Systems would like to thank Mr. ***** for contacting us regarding the problems he has experienced with the purchase of his home standby generator.  The Generac Power Systems customer service department has been in contact with Mr. ***** and has worked with one of our service providers to get the generator operational and functioning properly. 

Generac Power Systems will also be modifying the warranty start date to reflect the most recent date when the generator was functioning properly.  We apologize for the problems that Mr. ***** has experienced and should he need any further assistance we can be reached by calling *************.

Regards,

Generac Power Systems

Consumer Response:

[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.]

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID *******, and find that this resolution is satisfactory to me.  It's a shame that I had to go through the BBB to get this problem resolved.  However unlike the first two people that I talked to in their customer service department ***** did contact me and working with their service provider ETS which bent over back words, did get this unit up and running.  Thank you both.

Regards,

 

**** *****

10/11/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: At 12:38 AM 8/07/13 I sustained a loss of electrical power from my utilities company ** ********. Waupaca County, WI , where I live was hit with a wind, rain, electrical storm lasting less than thirty minutes. My 20KW Generac Generator's Transfer Switch failed to assume the load even though the Generac Generator ran well and no damage to my 200 amp circuit breaker panel occured. I attempted a manual start of my generac Transfer Switch. The transfer switch turned on the lights temporarily, began to smoke and my lights throughout my home blew out. I was without power. I subsequently called my electricians at ****** ********** ******** who came out later that morning. They bypassed the Transfer switch giving me some electric power. This remained my source of power for the next 48+ hours. Master electrician/certified electronics technician ****** ******, advised me to get ahold of *** **** ***** Online Ordering and request another Transfer Switch, so as he could resolve the problem. After contacting *** **** ***** they located my order and determined that I had a five year service contract with Generac. They put me into contact with *** *****, ****, of ********** ******* *********, ###-###-####, @ **** ********* **** ******** ** *****, Generac contracted service provider. **** advised me that he would accept the costs of services rendered to me by ****** ******** regarding my outage and forward them to Generac to be paid. He also stated that Master electric could provide back up electric services to me if his people became tied up elsewhere. ********** ******* ********* repairman came out that same day, 08/07/13 to assess my generator system etc. He took photos. He had to drive to appleton to pick up another 12Volt battery for my generator which remained disconnected from its transfer switch and provided power to my home while mu utilities remained out.**** *****, left and returned on 8/31/13 with a couple of parts for my Transfer switch. He replaced the transformer and though he requested that Generac replace the entire Transfer Switch which has at least had cosmetic scorching on other unreplaced parts he stated that if at startup, if the unit fails to run, Generac will be asked again to replace the entire switch.. **** failed to bring/arrange for an electrician to be with him in order to wire back my existing Switch with my power panel(I thought that he was an electrician). Furthermore **** ***** advised me that Generac would not pay my electrician bills even though his boss, **** stated that Generac, would, because the problem was caused by a storm serge. He hadn't heard my Electrician say the problem was either caused by a slapping of two power lines slamming together or, a small defective winding in the burnt out transformer. In any case I was promised that electrical services would be paid for, and that now even after over three weeks of waiting for my auxiliary power system to be operational for a system in which I've invested over $ 8.5K into, it's not operational. Furthermore, how many more weeks will I have to wait. I( should receive a new undamaged Transfer switch, NOT ONE WHICH HAS ALREADY FAILED ME.

Desired Settlement: 1) Pay electricians fees of pre and post repair as promised by **** , *** *****, electrician, of ********** ******* ********* 2) Replacement with New upgraded Transfer Switch which I already had installed previously, 3) expedite this repair, 4)an apology for taking so long (the repairman, **** *****, had advised me that he had been in San Diego, California, on another Job, while I waited for his services. The company has other repairman. Generac who's ultimately responsible, should have told them to get it done!

Business Response:

The Generac Power Systems Customer Service department has been in contact with Mr. ******** regarding his complaint.  The generator is currently operational and Mr. ******** has been informed on what is and is not covered under the Generac Power Systems factory warranty.  If Mr. ******** has any further questions he can contact our customer service department at 1-888-GENERAC.

Regards,

Generac Power Systems  

Consumer Response:

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID *******, 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 am displeased that I had to wait for thirty (30) days for my generator to be repaired by a Generac contracted repair company which dragged their feet on my repair.  Generac states that if I had contacted them first that my electrical services may have been covered.  I contend that once I contacted their contracted repair company whom I was informed about by **** ***** ****** (Generac's Distributor), that Generac's repair service had a duty to render all services free, just as ETS's (the contractor) told me.  In addition, Generac had a pledged obligation through their service people to act ASAP.  They didn't.  Generac claims that they didn't hear about my plight until much later.  I believe them. Generac should be held responsible for the actions and words/promises of their repair company.  Regardless of their policy a thirty day wait for a repair of their failed Transfer Switch should be compensated for by paying for my ****** ******** fees. Respectfully,

********** ********

 

 

Business Response:

Generac Power Systems has communicated the latest response from Mr. ******** to our customer service department who have attempted to reach him, unfortunatley after several attempts since 9/18 they have been unable to reach him. 

We would encourage Mr. ******** to contact our customer service department at ************* regarding this matter.

Regards,

Generac Power Systems 

9/26/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: On the second day of Hurricane Sandy our Generac Generator (model# 45kW, S/N *******) ceased to work. We immediately contacted ***** ********* ****. the authorized dealer for Generac. ***** had been maintaining our generator since its installation in 12/2007. Other than the weekly self-start and routine maintenance checks, the generator was never required for an emergency until Sandy. ***** suggested that we contact Generac and report the problem since the damage was quite extensive. We subsequently reported our situation to Generac Customer Support (Ms. ****** ***********) and a case# ****** was assigned to us. I advised Ms. *********** that their authorized sales/service dealer informed us that the damage appeared to be a defective system and clearly was not usage due to the low number of hours. I requested some assistance in obtaining parts at cost and I would pay for the labor. Despite my efforts, the rejected my request and advised me that they could not help me. I subsequently requested ***** to provide a quote for the repair which amounted to $4,000. I approved ordering the parts and was eventually notified (March 2013) by ***** that Generac finally responded to them about the parts and the repair would commence on April 2, 2013. While attempting the repair it became apparent to ***** technicians that the internal engine damage was more severe and the generator could not be repaired. ***** management as well as I reported this matter to Generac complaining about the generator design and failure rate as documented by ***** customers. The entire matter was ignored by Generac Customer Service. As a result of this situation ***** recommended replacing the Generac Generator with a ****** ********* at a price of $25,000. Generac now offers a 5 year warranty for generators of this type. We made a substantial investment in a generator that self-destructed in less than five years with minimal usage. All of these facts can be confirmed. I believe we are entitled to a replacement generator or a the minimum a warranty repair.

Business Response:

The Generac Power Systems Customer Service department (******) has been attempting to contact our dealer ***** Equipment and has been unable to speak with anyone and has left several voicemails.  We will continue to contact them and once that happens we will be able to provide an additional response to this complaint.

Regards,

Generac Power Systems

Business Response:

Generac Power Systems has been in communication with Mr. ******* and have requested a second opinion from a different service provider regarding his generator.  The Generac Power Systems customer service department has been and will continue to be in constant communication with Mr. ******* until a resolution is provided for him.  We understand that this response is more of a status report and not a resolution to the concerns expressed by Mr. *******.

Regards,

Generac Power Systems

Consumer Response:

Better Business Bureau:

I have reviewed the response made by Generac in reference to complaint ID *******, and find that Generac is proceeding in good faith. I met with another Generac Service Dealer(***** *********** **********) today (Wednesday, September 25th),and they are assessing the damage and will notify Generac of what needs to be done. I will await their response.

Regards,

 

***** *******

 

 

 

9/15/2013 Guarantee/Warranty Issues | Read Complaint Details
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Additional Notes

Complaint: The generator I purchased from Generac in January of 2013 has stopped operating after only 240 hours use. When I called the company to obtain some warranty service, after talking to two different supervisors and leaving numerous messages, there has been absolutely no response whatsoever. This generator is used to charge my battery bank through an external battery charger. We have now been without electric power for a period of three weeks.

Desired Settlement: Warranty repair,replacement,or full refund of purchase price.

Business Response:

Generac Power Systems has reviewed the provided complaint from Mr. ******.  The Generac Customer Service department has contacted Mr. ****** and he is submitting to Generac Power Systems pictures of the generator installation which are being sent United States Postal Service. The Generac Power Systems Customer Service department will contact Mr. ****** once the information requested is received.

Regards,

Generac Power Systems 

Consumer Response:

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID *******, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

Consumer states that ****** ***** said that they needed to get some pictures as to how it was wired up. Consumer took pictures and mailed them off to her about 10-11 days ago. They have placed numerous messages since then has not received a call back.

Regards,

******* ******

 

 

Business Response:

The Generac Power Systems Customer Service department has been in contact with Mr. ****** regarding his generator and have sent out some components to his attention in an attempt to assist with the problems he is experiencing.  The generator installation is not in accordance with our guidelines as the generator is currently not being used in conjunction with utility power.

If Mr. ****** has any additional questions or concerns he may contact our customer service department at ************* for assistance.

Regards,

Generac Power Systems

9/15/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I just purchased and had professionally installed a generator for my home. After installation, the first test of the product yielded a peculiar noise when the motor started. I opened the housing and noticed a repair tag (a copy of which I sent to Generac) saying the motor had an assembly defect.I have contacted the company 20+ times asking for an explanation. I have received none. I have begged them for a solution. Stonewalled. They say "call a repairman".I say - it's brand new and possibly faulty. Replace it. (And pay for the gas and electric hookup costs to replace it).

Desired Settlement: First of all, communicate. You have miserably failed.Secondly, unless you can explain the repair tag I sent you, replace the brand new product you sold as new that was defective.

Business Response:

Generac Power Systems has been in communication with Mr. ***** and have agreed to replace the generator.  The Generac Power Systems customer service department is also in contact with Boyland Electric regarding having them performing the swap out. 

We apologize for any problems that this may have caused Mr. ***** and should he have any additional questions he can reach our customer service department by calling *************.

Regards,

Generac Power Systems

Business Response:

Generac Power Systems would like to confirm for Mr. ***** that our customer service department has spoken with the service provider and that the labor to remove and reinstall the generator will be covered by Generac Power Systems.

We understand that Mr. ***** would like to leave his complaint to the BBB open until this installation takes place which is understandable.  We apologize for the problems that Mr. ***** has experienced and should he need any additional assistance or have any other questions please contact our customer service department at *************.

Regards,

Generac Power Systems

Consumer Response:

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID *******, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

As correctly stated by Generac, they have responded and now I am awaiting the installation of the replacement generator. It was scheduled for today, 9-5-13 but cancelled because the electrician had an emergency. I expect they will reschedule the week of 9-16-13.


As soon as the work is satisfactorily completed I will be happy to say thanks to everyone concerned.

Regards,

**** *****

 

 

9/7/2013 Delivery Issues | Read Complaint Details
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Additional Notes

Complaint: bought a generatory it broke it never seemed to run right, very hard to pull over plus not running smoothly brought it to their service provider got it back it worked for 45min then broke again also while dealing with this there were non returned calls then after about 3 weeks finally i was told they would send me a new machine and it would be here within a week now 2 weeks later still havent gotten it i called and left message 2 days still hadnt heard from them spoke to someone and they said they put a note that is was urgent and told me it would be sent the next day So it hadnt even been sent out yet

Desired Settlement: i would like my money back so that i can get a generator that works as i am trying to build a house and after all this i dont even want a replacement because i would have a guarentee but i dont want to have to deal with this company again

Business Response:

Generac Power Systems has been in touch with Mr. ******* regarding his complaint and have provided further instructions.  We apologzie for any delays in resolving his concerns.

Regards,

Generac Power Systems

9/7/2013 Delivery Issues | Read Complaint Details
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Additional Notes

Complaint: I purchased a power washer in June 2013. It was missing a part- the syphon tube. I called Generac the next day and they said they would send the part. A case was opened- ******. I waited and the part never came. I called 7/22 and they rep had no idea why the part was not send, but she said she would look into it... never heard back. Called again on 8/13 and now the part is out of stock. She claims it will be Oct before they have any update on when it might ship.

Desired Settlement: I just want my missing part so I can use my power washer!

Business Response:

Good Evening,

Generac Power Systems would like to apologize for any delays in getting your parts shipped.  The Generac Power Systems customer service department has been able to get your parts shipped to you under the tracking order listed below.  

This order has fully shipped via Federal Express with tracking # ***************.

 

Regards,

 

Generac Power Systems

9/6/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Purchased a Centurion (Generac) 3250 portable generator on 12/26/2012. I have only used it 4-5 times at the most. Haven't even run a complete (4gal) tank of gas thru it. Worked fine at first, the last time I tried to use it the circuit breaker (14amp) kept tripping even though I was only powering a 10amp circular saw. Tried it with other tools and it did the same thing. Contacted Generac Customer Support, they told me to take it to Rick's Small Engines in ************* ******* since they were the closest factory authorized repair center. Took it there on the 7/23/2013 and was told it would take about 10 days. I contacted them today (8/12/2013 and they hadn't touched it and informed me that there was still 3/4 ahead of mine and they didn't know when they would get to them. I informed Generac Customer Support of the problem, they told me I would have to take it to a different factory authorized repair center. The number I was given proved to have been disconnected. I again called them and informed them of this. They told me I would have to take it to a repair center in ************* ******* which is over 75 miles away from me indicating that the problem with service issues might be because I live in a rural area (15 miles from *********** ******* home of ******* *********** **** *******, and several other large corporations). While my home is in a rural area ***********, ******* is not. They also told me that taking it to ************ would be at my expense and that I had probably overloaded the generator and the repairs wouldn't be covered under their limited warranty. A 10amp circular saw does not constitute overloading this generator. I spoke with a customer support supervisor during this conversation. I explained the situation completely and gave him every opportunity to reasonably correct the situation before taking these measures which I informed him that I intended to do if reasonable relief wasn't offered. I already have 5 hours of my time plus 3hrs worth of gasoline in taking the generator to Martinsville and then going back and picking it up because they had done nothing. To suggest that I had overloaded the generator and telling me that I would have to make a 150mile round trip 2 times to have the unit fixed is absolutely ridiculous.

Desired Settlement: Replace the unit with a new one or refund my money.

Business Response:

Generac Power Systems has been in contact with the customer and we are currently working with Mr. ***** to address his concerns regarding the Generac Portable generator that he has purchased.  Mr. ***** can continue to work with our customer service department at *************.

Regards,

Generac Power Systems

9/5/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I purchased a new in the box Generac 55oo a short while ago. Upon taking it out of the box I noted the fuel shut off valve was broken. I contacted Generac by email and they requested various information that I supplied. They didn't reply after the info was given. I waited a few weeks then I called the service number and got a recording telling me to hold for the next operator. I held for 16 minutes and the line went dead. I then called again holding for 14 minutes when someone answered the phone but wouldn't talk. I could hear two people talking and laughing in the background. Once again the line went dead. I took the generator back to ******* ****** in ********* **. and asked for their assistance in getting the part.They called Generac and gave them my address and was told they would ship the part the next day. Over one week later I still don't have the part and once again have tried to call and email. With service like this I don't think I want anything to do with their products.

Desired Settlement: Notification of future customers the poor response they might expect from this company.

Business Response:

Generac Power Systems has been in touch with ****** ***** to inform her of the parts shipments which should of arrived today and were informed that the generator was returned to the place of purchase.  We apologize for the problems ****** ***** has experienced and since the Generac generator was exchanged at the store for another brand we would consider this complaint closed.

Regards,

Generac Power Systems

Consumer Response:

On Wed, Sep 4, 2013 at 6:59 PM, ****** ***** *********************** wrote:

Thank you for your assistance in this matter. I did receive a call from Generac and I was able to discuss with them the problems I  encountered. Their explanation is satisfactory to me . I  appreciate your help in this matter.  Sincerely ****** *****

 

8/31/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Defective generator when received, incorrect voltage output and engine surges

Desired Settlement: I want the generator replaced

Business Response:

Generac Power Systems would like to thank Mr. ******* for contacting us regarding the problems he has experienced with the purchase of Generac Power Systems generator.  We have spoken with our customer service department who has informed us that the generator will be sent back to Generac under a repair and return and that the factory warranty period will also be adjusted after the generator repair has been completed and returned to Mr. *******.

If Mr. ******* has any additional questions or concerns our customer service department can be reached by calling ************* and his case number is ******.

Regards,

Generac Power Systems

Consumer Response:

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID *******, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

On Tue, Jul 16, 2013 at 3:35 PM, ********************* wrote:

At this time I am not satisfied with how Generac has responded to this case. The generator has not been sent back  at this time nor has the warrenty service received any instructions on how this will happen and when. I have been in contact with Generac via email with so far no explinations what so ever!!! 

 

****** *. *******

Regards,

****** *******

 

 

Business Response:

Generac Power Systems has been in contact with Mr. ******* and have provided him with the shipping information on the generator.  Should Mr. ******* require any additional assistance he can reach our customer service department at *************.

Regards,

Generac Power Systems

8/31/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I purchased a Generac Power Washer in November, 2012. When I began to use it for the first time in May, the hose broke and the spray wand was leaking. I contacted Generac's warranty department and requested replacement parts since the product was under warranty. The first girl I spoke to took down all of my warranty information and told me the items would be shipped. Two weeks later, when I had not received the items, I called again. I talked to ******* ****** who told me my warranty information was registered, but there was no record of parts ordered. She assured me she would put a rush on these items and I would be receiving them ASAP. Weeks and weeks went by, and no parts. I called ******* ****** at extension **** at least twelve times over these past four weeks. Only once did she return one of my calls. The items were on back order and on back order again and again. Finally at the end of six weeks, I was so fed up with not getting any response from her, and calling other people only to be on hold at least 25 minutes and get nowhere. Somehow I finally got her on the phone and she told me she had been calling me back every time and not gettting an answer. She was insistant that she tried to call me. I did not receive calls from her. I have an answering machine and I am most always home.

Desired Settlement: I want this to be documented so that Generac will change their business practices. I should have had my calls returned. I waited six weeks for my power washer parts - half the summer. This is unacceptable to me.

Business Response:

Generac Power Systems would once again like to apologize for the problems that ***** **** ******* experienced with the purchase of a Generac Power Systems power washer.  We have reviewed the internal process on how the parts order was handled which brought to light some improvements that can be implemented in and effort to stop this from happening again.

Generac Power Systems has also reviewed the commentary regarding the lack of follow up calls from our customer service department.  The case notes indicate that numerous return calls were made to the phone number provided however noboday was available at that time to answer the phone nor were we able to leave a message that we called.  Generac Power Systems under no circumstances deliberatley avoided talking with ***** **** *******.

Once again we would like to apologize for the problems that ***** **** ******* experienced and appreciate her letting us know of the problems she has experienced.

Regards,

Generac Power Systems

Consumer Response: Generac did not try to contact me as they stated.   I have an answering machine.  There were never any messages left.  There were never any phone calls that I left unanswered.  I was waiting for them to contact me because I wanted my parts.  Several times I called them and left my phone number.  There is no excuse as to why they couldn't call me back.  They had the correct phone number. 

Business Response:

Generac Power Systems has previously responded to this complaint and have again reviewed this complaint with our customer service department that was speaking with ***** *******.  At this time the complaint appears to be going back and forth regarding the lack of phone calls and communication between the two parties.

The only explanation that we can come up with is that Generac was calling an incorrect number given that ***** ******* has stated that she has an answering machine that would have captured every phone call from Generac Power Systems.  Generac Power Systems did not at anytime avoid or intentionally not return a phone call from ***** *******.

We apologize for the poor customer experience that ***** ******* has experienced and cannot offer her any additional explanations as to why she was not being communicated properly with by our customer service department.

Regards,

Generac Power Systems

8/28/2013 Delivery Issues | Read Complaint Details
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Additional Notes

Complaint: On July 8th I had a generator installed. Three weeks later it BLEW UP. They sent a repair man and wanted to repair it and I demanded a new one.On Aug 7th they agreed to a new one and said it would ship that Fri. On Aug 19th I was told it would ship 8/28. This was paid in full on 7/8. Six weeks later I am still without a generator. If **** ***** or ****'s said they could not get one for 10 days I would understand. This is the generator company. It is hard to believe they do not have a generator I spoke with ****** (phone####-###-####). Called her today, left a message on voice mail and never heard from her

Desired Settlement: I want a generator here A S A P

Consumer Response: On Wed, Aug 28, 2013 at 1:10 PM, ******* ******** ********************* wrote:

I want to thank you for your help.  Two days after you contacted them I was told it was shipped - arrived and installed today.  I do not think this would have happened without you.  This is in reference to ID#*** ****

8/17/2013 Guarantee/Warranty Issues | Read Complaint Details
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Additional Notes

Complaint: My generator has quit working. I have called the factor, only to have to leave messages. When on line to find a local dealer to help with service. Some on the list claim not even to be dealers & those that are, you only get voice mail. Have been trying to get help with this problem since July 4th. Factor nor dealers answers their phones or answers their messages. Can you please get me some help?

Desired Settlement: To get my generator repaired & to have a dependable contact should I have any more problems.

Business Response:

The Generac Power Systems customer service department has been in touch with Mr. ******** regarding the problems he was experiencing with his generator.  The generator appears to be in working order at this time and Mr. ******** has been provided a list of service providers and a contact person within our customer service department that he can use in the future if needed.

Regards,

Generac Power Systems

8/17/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I purchased a Generac Pressure Washer which was shipped to my home and the handle was defective. I contacted Generac and spoke with ******* ****** and even sent her pictures. She sent me an email and told me Generac would not do anything and I had to take it up with the retailer. I have not heard back from Generac yet, this is an extremely poor quality control issue and the lack of customer service tells me that other consumers should be aware of this company.

Desired Settlement: I would love to get a functional product after this entire mess of an experience trying to get some service from somebody.

Business Response:

Generac Power Systems would like to thank Mr. ***** for contacting us regarding the problems that he has experienced with his purchase of his Generac Power Systems power washer.  In reviewing this complaint with the Generac Power Systems customer service department it appears that Mr. ***** has been previously notified to take the equpment back to his place of purchase for assistance in replacing the equipment.

We again apologize for the problems Mr. ***** has experienced and should he require any additional assistance please contact our customer service department at *************.

Regards,

Generac Power Systems

Consumer Response:

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID *******, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

I did contact the vendor in this case, ****'s, and they have contacted Generac to send me a replacement part.  I have yet to see any replacement part and Generac keeps postponing any delivery of this part and I believe they are not taking any responsibility for this issue.  If they actually send the part, I will happily accept this resolution and cut my ties with this manufacturer, but as of now, I have spent a lot of money on their product and it is faulty.

Regards,

**** *****

 

 

Business Response:

The Generac Power Systems Customer Service department has been in touch with Mr. ***** and have sent out the needed parts at no charge. 

Regards,

Generac Power Systems

8/8/2013 Problems with Product/Service | Complaint Details Unavailable
8/6/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I have been in contact with Generac agent for almost 90 days now they have promised a new item many times many emails back and forth with **** ****** *********** (********) x**** at Fax# ###-###-#### he keeps telling they are going to send a new unit but they never do I just want my money back at this point!

Desired Settlement: overnight check $329.47 and something for all the time and trouble and gas back and forth to stores to take care of there problem that they refuse to deal with....

Business Response:

Generac Power Systems has been in contact with Mr. ****** and a check was sent in the mail on 7/25/13.

Regards,

Generac Power Systems

Consumer Response:

[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.]

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID *******, and find that this resolution is satisfactory to me. 

Thank you very much!

Regards,

 

**** ******

 

 

 

8/2/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: My generator the second time i went to use it, failed miserably. It would run for 15 minutes, then all of a sudden go into a high rpm then shut off. It took me a little time to get the generator to ****** ********, that shop is a tiny business in ****** who was at the time swamped of generators from the storm most of which were Generac's. The store owner told me that it is first come first serve, and I understand that. After 3-4 months of having the generator in his store our conversations were im waiting for tech support from Generac to give me new testing procedures on your generator. Generac has told this shop owner to replace the stater motor, brushes of the motor, carbarater, and the unit still doesn't run right. When I contacted Generac on April 24th, 2013 I was told that an email would be sent to me for me to fill out a form to start a warranty claim. I never received that email and two phone calls later the same thing was said: they sent an email and I never received it. I also checked my junk folder and there was no email from Generac. On 5/9/13 thats when **** ext.#**** called me from the resolution team. He was the first person I spoke to fix my generator. **** said I'll look into the problem and get back to you. My reply was if I don't hear from you in a week can I call you. **** said yes. Ten days went by and I had the opportunity to call back then and **** did not have an answer for me that day. He then called me back a day later and told me that the shop stopped working on the generator because I (*****) allegedly told the shop owner to stop working on it because I am getting a new one and that is not true. When I called the shop owner about this he told me someone from Generac stated that the generator would be replaced. I then called Generac back and asked to speak to a supervisor of the resolution team, and asked how many supervisors are there. The lady I was speaking to told me there were three, *****, ******, and ******. I then spoke with ***** ext. # 2313. I proceeded to tell ***** that **** was claiming that no work was being performed on the generator becasue I was allegedly telling the shop owner that I was getting a new generator. ***** said I am sorry of you getting accused of that and I will look into this and get an answer for you in two days. She called me back in 1 day and left me a voicemail and told me to call her back. I called her back later that day and got her voicemail. I asked her to return my call. It then proceeded to be 2 weeks later of me calling her once per week leaving voicemails. She then got back to me and said oh sorry, Generac is starting a 24 hour customer service line and they had me busy putting that together at all hours, that's why it took me so long to get back to you. Which I think is ridiculous because if she was busy doing something else at different hours she should have transferred my case to the two other supervisors. She also told me your generator is waiting on the shop owner because the tech support is waiting on him. I tried calling back one more time leaving a voicemail and telling ***** I was upset that it took way to long for an answer like that. I also told her at this point now I want my generator replaced. The ironic thing is when you call Generac they put you on hold and you hear a recording that tells you "IT'S THE PEOPLE THAT MAKE A COMPANY SUCCESSFUL". I feel like Generac is dragging their feet to buy more time to figure our whats wrong with this lemon that I have acquired. So now I feel my only option is to file a claim with the BBB.

Desired Settlement: For my generator to be taken back and used as a class study for the techs, and for Generac to send me a brand new generator right to my address.

Business Response:

Generac Power Systems would like to thank Mr. ********** for contacting us regarding the problems he has experienced with his Generac Power Systems portable generator.  We have received notification from our customer service department that the generator will be replaced.  You should be hearing from the Generac Power Systems Customer department with additonal details on how the generator will be replaced,

Once again we apologize for the problems Mr. ********** has experienced.

Regards,

Generac Power Systems

Consumer Response:

[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.]

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID *******, and find that this resolution is starting to be real unpleasant! The first time I complained to the BBB, ***** wrote back saying my generator will be replaced approximately 10 to 14 days, delivered right to my house. That email was sent on June 26,2013. Then I wrote back to the BBB saying it would be nice to know who, and when my generator was going to be delivered. Also for generac to fix the customer service dept. so you would think my generator would be half way to me and I would get some type of info on the delivery instead of an email today July 16,2013, from ***** saying your generator is going to ship out by the end of the week and ill have your information of delivery then. I emailed jenny around noon today asking for delivery on Friday but now at night I just read generac's response to the BBB and I got so frustrated this is my response: ARE YOU KIDDING ME! SO MY TEN TO FOURTEEN DAYS ARE UP, AND I STILL DON'T HAVE A GENERATOR! WAKE UP GENERAC BECAUSE IF YOU DON'T, THEN I WANT A CHECK FOR THE FULL AMOUT SO I CAN BUY A DIFFERENT GENERATOR FROM A DIFFERENT COMPANY. ONE WHO PUTS COSTUMERS FRIST? IM SO TIRED OF THIS! I'm giving you ten days before I change my mind for a check starting yesterday July 15,2013. So after July 26, 2013 I want a check. I hope everyone reads this before they buy a generator, and if they don't ill be sure to tell everyone about generac and how they really treat people who unfortunately buys their products that fails. 

Regards,

 

***** **********

 

 

 

Business Response:

Generac Power Systems would again like to aplogize to Mr. ********** for the problems he has experienced with the purchase of his Generac generator.  The replacement generator has been shipped via *** with a tracking number of ********* and is currently in transit in route to **.  A customer care representative will contact the consignee 24 hours prior to delivery.

If Mr. ********** would like to track the shipment the *** website is *************************************** *** use the tracking information provided in the PRO number field.

Once again we apologize for the problems that Mr. ********** has expreienced and should he have any questions please contact our customer service department at *************.

Regards,

Generac Power Systems

7/30/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I purchased a Generac 3100 power washer. It was delivered and was non-operational. The motor is defective. Numerous calls and emails to Generac concerning replacement/refund . This unit was never used. Generac will not honor replacement or refund on on a delivered defective unit. This unit has sat for over 2 weeks without being used.

Desired Settlement: This unit needs to be returned and a refund given back. It is unacceptable to deliver a defective unit and expect the consumer to deal with the issue.

Business Response:

Generac Power Systems would like to thank Mr. ************ for contacting us regarding the problems he has experienced with the purchase of his Generac Power Systems Power Washer.  In reviewing the case notes from our customer service department, the appropriate response was given that the power washer should be inspected by a local service dealer to identify what the problem is with the power washer.

We apologize for any problems with the equipment, however the power washer should be evaluated by the nearest Generac  Power Systems authorized service provider who can determine what the exact problem is and how best to rectify the problem in accordance with the factory warranty provided with the power washer.

Should you need any additional assistance please contact our customer service department at ************* and the case number they have previously assigned is number ******.

Regards,

Generac Power Systems

Business Response:

Generac Power Systems has received this complaint under id number ******* and have previously responded to the complaint.

Regards,

Generac Power Systems

Consumer Response: On Mon, Jul 29, 2013 at 8:40 PM, **** ************ ******************** wrote:

BBB of Wisconsin,
       Generac has successfully responded to my complaint and the issue has been resolved. Thank you for your assistance.
 
**** ************

7/29/2013 Guarantee/Warranty Issues | Read Complaint Details
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Additional Notes

Complaint: Bought unit two years ago. 20 kw Guardian Series Standby Residential NG Generator. With less then 15 days combined use, unit has had two control boards defective, then engine blew the generatir head blew. Customer Service Rep assures will be civered but can't find parts. Usrless. Waiting over 30 days for parts. Does not return phone calls. Very unreliabke pri duct and customer servuce rep. Unit gets service inspection as required every 6 months by factory authorized techs.Gererac has been very disappointing both from a product and service point if view. They need a kick in the oants to clean up their act.

Desired Settlement: Send parts as promised. Pay service tech to finush repairs or rebuild and honir warranty work as promised fast.

Business Response:

Generac Power Systems would like to thank Mr. **** for contacting us regarding the problems he has experienced with his purchase of a Generac Power Systems residential generator.  In order to properly address the concerns expressed by Mr. **** we will need some additional information such as the generator serial number off the data tag and the name and contact information of the dealer who is servicing the equipment.  The generator data tag is about the size of a playing card and is located on the generator near the control panel and is 7 digits long all numeric.

Once again we apologize for the problems that Mr. **** is experiencing and once we receive the information requested we will know who the service dealer is and what genertor they are working on so we can properly address the concerns expressed by Mr. ****.

Regards,

Generac Power Systems

Consumer Response: On Sat, Jul 27, 2013 at 11:08 AM, ******* ******* **** *** **** ***************** wrote:

Dear *******,
I am pleased to report that after 6 weeks the problem has been addressed to my satisfaction.  Thank you so much for your intervention.  I am sure it had a lot to do with remediating the problem.


******* **** *** ****. Please pardon the many typo's my ******* seems to make up. 

7/29/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I received a Generac Pressure Washer (Model 006022) as a gift on 4/26/2013. After I assembled it and tested it was leaking gasoline from the gas tank. Since it was purchased online from ********** and is a gas powered item it is not returnable for HAZMAT reasons. I contacted the Generac Corp for help. I wanted them to replace this item with a NEW one. They refused! They said it had to be repaired under warranty, I dropped it off at Generac dealer repair facility on 4/29/13. A new gas tank was ordered at that time. I called the repair dealer on 5/3/13 and told me that the part is on back order with NO e.t.a. I contacted Generac again and again was told NO on a new replacement pressure washer. I wrote a review on Generac's website for the product describing my problem. The review was rejected! I however did receive an email from Generac's Customer support Center on 5/10/13 asking me to call them to discuss this problem. I called on 5/102/13 and was told NO again for new replacement pressure washer but was given the chance to fill out and incident form so they could look into this problem further. I submitted the incident form via email on 5/10/13. On 5/13/13 I received and email stating that the matter was being look into and that I would receive a call in 2-3 business days. After 3 days I called the person that was in charge of my case. I left several voice mails. I did receive a response on 5/22/13 (after I left a another voice earlier that day) I was told at that time they would contact the repair dealer early on 5/23/13 and was told they would overnight the part to them by 5/24/13. I call the dealer today (5/23) in the afternoon and was told that no one from Generac had contacted them as of 3:00 est. I was also told I receive a call too. Call never was received.

Desired Settlement: I would like NEW pressure washer I feel as I've been very inconvenienced and this is simple solution to this problem

Business Response:

Generac Power Systems would like to thank Mr. ******** for contacting us regarding the problems he is experiencing with his purchase of a Generac Power Washer. 

In reviewing the complaint with our customer service department the decision was reached to replace the existing power washer with a new piece of equipment.  The Generac Power Systems customer service department will be contacting Mr. ******** to update him on the status of the new power washer.

Once again, we apologize for the problems that Mr. ******** has experienced and are confident that he will enjoy years of service from his Generac power washer.

Regards,

Generac Power Systems

Business Response:

Generac Power Systems has reviewed this complaint and Generac has been in contact with Mr. ******** regarding how best to arrange a refund for the power washer.  Should Mr. ******** have any additional questions we would encourage him to continue speaking with our customer service department by calling *************.

We apologize for the problems that Mr. ******** has experienced and we will work to resolve this in a timely manner.

Regards,

Generac Power Systems

Consumer Response:

 

I have reviewed the response made by the business in reference to complaint ID *******, and find that this resolution is satisfactory to me.   

I have received a check from Generac in the amount of $269.00. This has satisfied my claim.

Regards,

 

******* ********

 

 

 

7/5/2013 Guarantee/Warranty Issues | Complaint Details Unavailable
6/29/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I bought the generator brand new in 2005. It failed in 2013 and I was advised by our Generac authorized dealer to buy a new one. Their serviceman said it would cost as much to fix the old one as to buy a new one, and even if the old one was fixed there was no telling what else would go wrong with it. I called Generac with this and they said they would send me out a complaint form. I completed the form and sent it back. I was contacted from someone from Generac named **** who was very snippy and told me that if I had contacted Generac BEFORE buying a new Generac they might have been able to help with repairs, but since I had gone ahead and bought a new generator there was nothing Generac could do for me. I explained that I live in the Northeast and we had a lot of storms this year....we couldn't wait around on a decision on whether or not Generac would fix the generator...we needed a new generator. I believe that seven years for a generator is unacceptable. I would expect a generator to last twenty years. I would like some kind of monetary gesture from Generac to mitigate the expense we paid to have the old generator worked on, and then the cost to buy a new one. Generac please track down the complaint form I filed for the details on this case. It is case #******. I would also advise you that **** is not the best choice for handling customer complaints.

Desired Settlement: Monetary settlement to mitigate the cost of paying for the new generator ($5500.00) and the cost to have the old generator worked on ($455.00), or some kind of free service agreement on the new generator.

Business Response:

Generac Power Systems would like to thank Sara Bartholomew for contacting us regarding the problems she has experienced with the purchase of a Generac Power Systems standby generator.

In reviewing the information provided under our customer service case number ****** it appears we have a generator that was replaced prior to any contact with our customer service department requesting any assistance in the matter.  The orginal generator in question was purchased around 2005 and was approximately 6 years outside of the factory warranty coverage.  It is unfortunate that the original generator encountered a problem, however without being given an opportunity to decide if assistance could be given towards providing a resolution a decision was made to replace the generator.  While we understand that **** *********** felt the need to make that decision prior to our involvement that action does limit what can be done to assist on any repairs since the generator is no longer in service.

Generac Power Systems has extended an offer to provide the factory extended warranty at NC and also provide 5 maintenance kits at NC that can be used towards maintaining the generator.  We feel that given the original generator was out of warranty by approximately 6 years the offer provided by Generac is both fair and reasonable.

Regards,

Generac Power Systems 

Consumer Response:

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID *******, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

An authorized Generac dealer advised me to buy a new generator, stating the old one was potentially going to be a lot of trouble and expense going forward. That is why I purchased a new one. 

Generac has offered to extend the warranty on the new generator.  I have requested parts and labor for the duration of the extension, they are offering parts only for the final year of the extended warranty.  I am waiting for a call back from a supervisor. 

This is NOT settled and please do not close the case yet.

Regards,

***** ***********

 

 

6/28/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I purchased a power washer on April 24,2013. It was received with a cracked plastic support stand. I reported it within three days. I was told that the part was not in stock, and would not be available for two weeks, I accepted the explanation. I called two weeks later. A rude lady told me the original order was never entered and it would be another 10 days. I spoke to a higher up in customer service, who promised to email me an answer the same day. I never heard from her, either. I have never dealt with a company that blatantly ignores a customer. This company should have never won any local business awards. They totally ignore customer issues, and I regret ever buying their product.

Desired Settlement: I don't want their product if they don't take care of issues.

Business Response: -

Generac Power Systems would like to thank Mr. ****** for contacting us regarding the problems he has experienced with the purchase of his Generac Power Washer.  The Generac Power Systems customer service department has been in touch with Mr. ****** and we have confirmed that the part needed has been received and that the power washer is in operating condition.

In reviewing this complaint in more detail, the response time from Generac to Mr. ****** is not to our standards and is something that will be reviewed within our organziation and we would like to thank Mr. ****** for bringing this matter to our attention.  We pride ourselves in the quality of our products and the services we provide, unfortunately the experience that Mr. ****** has had with our company is not indicative of the company we are.

Regards,

Generac Power Systems

6/22/2013 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: I have a 600 Generac Genarator that smokes like no other.No one will stand behind the one year warranty.Not lowes in vernal Utah .Or Generac the company.No tech will service the Genarator .Because they don't get paid.

Desired Settlement: And have it fixed it 9 months old.

Business Response:

Generac Power Systems would like to thank Mr. ****** for contacting us regarding the problems he is experiencing with his purchase of a Generac generator. 

The complaint that has been filed is unfortunatley missing key information that will help us to resolve the problems that Mr. ****** is experiencing.  In order to properly assist Mr. ****** we would direct him to our customer service department at 1-888-GENERAC and they will ask for the generator model and serial number off the the silver data tag. 

We would encourage Mr. ****** to contact our customer service department so we can properly address his concerns.

Regards,

Generac Power Systems

 

Consumer Response:

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID *******, 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,

**** ******

 

 Hello I purchased the 5500 Genarator .At ***** in ****** **** . Purchase price was 649.00.Used the Genarator for almost 9 months.At the time of purchase the clerk asked if I would like an extended warrant.I said no at that time.He advised me of the one year manufacture warranty.After the Genarator started smoking and using a lot of oil.I contacted you customer support.They referred me to two Bussiness in ****** **** to get the Genarator fixed.One said they don't work on generac stuff any more anthe other Bussiness no answer on ther phone.Repairs from my small engine shop.In ********** ****.Said it will be 800 to fix.And my Bussiness will be with out power for 3 months

Business Response:

Generac Power Systems would like to thank Mr. ****** for contacting us regarding our response to his previous complaint. 

In order to provide Mr. ****** the assistance he is needing the best course of action is to contact our customer service department with the generator model and serial number which can be located on the generator data tag.

The phone number to reach our customer service department is ************* and we would encourage Mr. ****** to contact them for assistance as this is the department that works with our customers on a daily basis.

Regards,

Generac Power Systems

6/15/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I purchased a Generac Generator GP-5500 on October 9, 2012, after the first use I had to bring it in for issues (oil was leaking). Was told there were no problems, brought it home and it leaked the oil all over my basement floor. I have brought it back in for warranty work and was told the motor was a piece of junk and Generac does not seem to be working with the authorized service department (***** **** ***** * ****** **).

Desired Settlement: I would like Generac to take the Generator back and refund the full dollar value $669.00 purchase price, $50.00 delivery charge and $87.03 service charge incurred so far as well as any additional charges for current service.

Business Response:

Generac Power Systems would like to thank Mr. ***** for contacting us regarding the problems he has experienced with the purchase of his Generac portable generator.

In reviewing this complaint we do not see where our Generac Power Systems customer service department was contacted nor do we see the model and serial number of the generator which will allow us to further research this complaint.  The generator model and serial number can be found on the generator data tag.

At this point in time we would ask that Mr. ***** provide our Generac Power Systems customer service department the generator model and serial number along with details of the problem and they will investigate this complaint and determine if any assistance can be given.  The Generac Power Systems customer service department can be reached by calling #-###-###-####.

Once again, we apologize for any problems that Mr. ***** has experienced and are confident that by contacting our customer service department a resolution can be reached regarding his product.

Regards,

Generac Power Systems

6/12/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: new generator blew up after (1.9 hrs) they told me they would send a new one the next day / still not recieved 1 month later

Desired Settlement: I would like a new generator they told me they would only send a engine / this generater only has 1.9 hrs on it they refuse to replace the generater only parts

Business Response:

Generac Power Systems would like to thank Mr. ********* for contacting us regarding the problems he is experiencing with the purchase of his Generac Power Systems home standby generator.

In researching this complaint it appears that our customer service department is working with the service dealer and Mr. ********* in having the generator repaired and then restarting his factory warranty once the repairs have been completed. 

The case notes from our customer service department indicate that Mr. ********* is aware that the factory warranty will start over once the repair has been completed and we understand that he is still requesting a new generator, however at this time we are proceeding with the repair and the modification of his warranty start date.

Mr. ********* has been provided a case number and contact information for our customer service department at Generac Power Systems who will be making sure that the generator is repaired and the warranty modified. 

Regards,

Generac Power Systems

Consumer Response:

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID *******, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

after checking the computer on the generator it actually blew up on ( 3/20/2013 ) it was finally repaired on ( 6/3/2013 ) you can due the math , this has to be the worst custumer service dept. in the US. As in my complaint to decide to repair versus replace the item with less than 2 hrs on it just added fuel to the fire. I will never be satisfied nor ever recommend this product because of these decisions.

Regards,

**** *********

 

 

6/12/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I purchased a 8 kw generator, serial # ******* --model # 0058701, which I installed and put into service on 01/29/13. The first time I put a load on the generator, one of the contactor contacts stuck open in the transfer switch leaving one leg dead on the 240 volt circuit. This seems to be an intermittent problem and has occurred 4 to 5 times. I took pictures of one of the contactors when it was stuck open and sent them to Generac. I also submitted incident report # ****** which was reviewed and I was told that the problem had to be a defective contactor, and that it would be covered by warranty. Until then, all anybody could do was blame the installer (which was me). It took until 03/26/13/ to get this far,spending several hours on the phone trying to contact customer service. They very seldom respond to messages to return calls, or very seldom answer the phone, so that doesn't leave the customer many options. If I'm lucky enough to reach them, they will make a promise to call back the next day with more information, but it never happens. Finally on 04/11/13 a tech from ****** came (80 miles away and was working in area) and tried 5 or 6 times to get it to act up (which of course it didn't). He said Generac had not authorized a repair , and only wanted him to verify what was going on. I asked why they require it to act up when it's an intermittent problem, and stated that the pictures show the problem. A knowledgeable tech would understand what the problem is, and that it might work great many times before the problem occurs, and that it's extremely unlikely that this problem could have been the result of faulty installation. Finally on 05/13/13 I was able to get a response from ****** ****** at Generac customer service who told me they weren't going to replace the contactor unless they could get it to act up. I also told her that I had 2 high rpm shutdown faults happen, to which she seemed concerned and responded that she would have a tech come out from ******* (10 miles) to check it, and would call the next day with arrangements, or at least more information. This is June 1 and I haven't heard anything from her. On a scale of 1-10 their customer service gets a 0.

Desired Settlement: I would like generac to: #1---Replace the contactor in the transfer switch at no charge for the service call (because the local tech refused to work on it). I purchased the generator so that if we were gone for a few days and lost power we would not have to worry about food spoiling in the freezer and refrigerators, and in winter to keep the furnace running. I don't feel at this point that this generator is capable of that. #2---Have a tech find a reason for the overspeed faults. #3---Treat customers with more respect. Return phone calls and keep customers informed of any ongoing activities concerning service. After all, we are the reason they are in business. #4---If Generac does not accept these responsibilities, because returning the product for a refund is pretty much out of the question as it is a permanent installation, I think a price adjustment of $500.00 would be fair for all the hassle this company has put me through with their poor customer service and failure to honor their warranty (my time is worth something too regardless of what they think).

Business Response:

Generac Power Systems would like to thank Mr. ***** for contacting us regarding the problems that he has experienced with the purchase of his Generac home standby generator. The Generac Power Systems customer service department has been in touch with the service dealer regarding the repair to the generator and will also be contacting Mr. ***** to review the other concerns expressed in this complaint.

We aremoving forward with getting  the generator repaired with our local service dealer and will review and respond through our customer service department to the other items listed in this complaint.

Regards,

Generac Power Systems

Consumer Response:

[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.]

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID *******, and find that this resolution is satisfactory to me, if it is followed through to completion.  I would like to thank Generac for their quick response. I was contacted by customer service on 06/07/13, and they stated that they had sent an authorization number and contactor to the service tech, and they would be replacing the contactor at no charge to me. They also assured that they will check the overspeed fault while they are here.

Regards,

 

**** *****

 

 

 

6/4/2013 Guarantee/Warranty Issues | Read Complaint Details
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Additional Notes

Complaint: I purchased a generator from an online retailer in December of 2012. It is now May 20, 2013 and not once during this period have I had a properly working generator in my possession. The generator has been in for warranty repair multiple times, each stretching longer than a month in which I did not have the generator at all. Both Generac Corporate offices as well as their "certified" warranty repair shop seems to be incompetent in resolving the issue with the generator. It has bee 6 months since the money leaving my wallet and now and I still have yet to possess what I purchased, which is a brand new properly working generator.

Desired Settlement: I would like either an exchange for a new unit or a full rend of my money. This generator is an item that I bought so that I could depend on it in an emergency, however I will never trust the "lemon" that they have provided me with. I would rather a refund however Generac told me that was not an option since I purchased it from a third party retailer.

Business Response:

Generac Power Systems would like to thank Mr. ******* for contacting us regarding the problems he is experiencing with the purchase of his Generac Power Systems portable generator.

In researching this complaint it appears that the Generac Power Systems customer service department is actively engaged with Mr. ******* in providing a resolution to this problem.  I service dealer has been on site to evaluate the product and will be working with our customer service department to take the next steps in resolving the problem with the generator.

We would encourage Mr. ******* to continue working with our customer service department and we apologize for the problems he is currently experiencing and will work to resolve them as soon as possible.

Regards,

Generac Power Systems

Consumer Response:

[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.]

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID *******, and find that this resolution is satisfactory to me at this time.  I was not happy with previous attempts to rectify the problem but I feel the current steps being taken are superior than that of the past.  I expect the issue to be resolved within 2 weeks from today (6/3/13) or I will not be satisfied.  

Regards,

 

****** *******

 

 

 

5/13/2013 Guarantee/Warranty Issues | Read Complaint Details
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Additional Notes

Complaint: In July of 2012, I purchased a Generac 5500 RV generator from ******** ****. Once I installed the generator, I logged 1.8 hours on the machine to find it was leaking excessive oil from the bottom of the generator. I took the generator to a service dealer to be fixed under warranty where they told me it was fixed, and thay handed it back to me to re-install. Once I re-installed the generator, I found that the same problem still exists. I tried calling the service dealer to find they were out of business. I then searched the internet to find another service dealer and found nobody that was willing to look at the generator. The businesses were either out of business or they would rather touch cummins onan than to work on Generac. I then found one dealer that was willing to work on the generator until they found out what color the generator was. This same Generac service dealer referred me to another local business in their town where they gladly looked at the generator after i had called Generac with my concerns. My generator now has 7.8 hours logged on it, and now I can't get warranty coverage because the generator is at a non-service Generac dealer. Let me remind you that a Generac service dealer referred me to this company. I am now stuck with a generator that has been an abortion from the start, and I'm frustrated that I have purchased a product that nobody wants to service.

Desired Settlement: I just want a properly running generator that I don't have to worry about. Please help me cover this under its warranty, and prove to me that Generac is really worth owning. At this point, i'm not very confident in the product or service. Thank you.

Business Response:

Thank you for contacting Generac Power Systems regarding the problems you have experienced with your Generac RV generator.  In order to better assist you we would like to get some additional information from you.

We would ask that you provide the seven digit generator serial number which is found on the generator data tag, which will enable us to pull any previous service or warranty records filed by our authorized dealers.  Also, if you can provide the names of the dealers that you had contacted about getting some assistance in getting the generator repaired.

We apologize for the problems that Mr. ******* has experienced and we look foward to resolving his concerns in the very near future.

Regards,

Generac Power Systems

Consumer Response:

[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.]

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID *******, and find that this resolution is satisfactory to me. 

 

The information that have asked for are as follows:

Serial #- *******

The places that I have contacted from the Generac website for service dealers are ************** in Toledo, ******* ** ****** in North Canton, ******* ***** in Akron, **** ******* in Shiloh, *** ******** ***** in Sylvania, **** *********** in Nevada, and ****** ** ****** in Medina. At the time of my initial complaint and needing of warranty work, ************** was willing to look but were full and not taking anymore work. **** *********** did my first warranty work and the problem still existed once I had received it back. I called them numerous times about the issue with no returned call. All other dealers that I contacted told me they would rather work on and repair ******* **** generators. ****** ** ****** was willing until they found out what color the RV generator was and then declined to work on it. ****** then in return referred me to ******* **** and RV in Medina, Ohio where they were more than happy to look at it. ******* then advised me that they do all of ******'s ** work since they decline most of it. I have been dealing with this issue since July of 2012 and have yet to put eight hours on the generator.

 

Consumer Response:

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID *******, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

Generac customer service had set me up with ****** **. In return, ****** refused to look at my generator. I went through numerous dealers online and they all refused to look at it. ****** ** is the company that refferred me to a place that would actually look at the product. I see the trend here, Generac will deny claims until July. That is when my warranty is expired.

[To assist us in bringing this matter to a close, we would like to know your view on the matter.]

Regards,

***** *******

 

 

Business Response:

Generac Power Systems would like to thank Mr. ******* for his response on this complaint. 

Generac Power Systems has from the initial time we were contacted by Mr. ******* informed him that repairs performed by unathorized service providers would not be a covered under the factory warranty which is standard in this industry.  The Generac Power Systems customer service department provided the information of our Industrial dealer to assist Mr. ******* who made the decision to continue working with an unathorized provider.

We would like to suggest that if Mr. ******* would like continue the conversation on how he ended up at an unathorized service provider that speak with our customer service department at ************* under case number ******.

Generac Power Systems administers its factory warranty in accordance with the warranty statement that goes with every generator which does not allow for repairs by unathorized service dealer and will process any claims received by our authorized service dealers.

Regards,

Generac Power Systems

5/13/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Poorly built product, cosmetic damage, metal brass fittings damaged!

Desired Settlement: Partial refund

Consumer Response:

Could not get Generac on the telephone live due to very long hold times. I sent a complain via Generac website then I received an email from a Generac Rep. **** who wanted pictures I sent them, asked for her for help no response, I sent email asking for contact information, no comment, I sent another email stating I would contact BBB again they had no comment, I contacted BBB, then forwarded BBB complaint to Generac with no reply!

Thank you BBB

 

**** ******

Business Response:

Generac Power Systems would like to thank Mr. ****** for contacting us regarding the problems he has had with purchasing a Generac Power Systems power washer, we apologize for any problems that this experience may have caused.

The information provided in this complaint has been sent to our customer service supervisor so that they may get in contact with Mr. ****** and work to better understand the problems he is experiencing and offer a resolution.

Once again, we apologize for the probems Mr. ****** has experienced thus far and a customer service representative from Generac Power Systems will be contacting Mr. ****** directly.

Regards,

Generac Power Systems

Consumer Response:

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID *******, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

[As of 4/29/13 Generac has not contacted me!]

Regards,

**** ******

 

 

Business Response:

The Generac Power Systems customer service department has been in contact with Mr. ****** on 4/29/13 and we believe this happened after the update was sent to the BBB by Mr. ******. We believe that this complaint is curently being resolved by our customer service department to the satisfaction of Mr. ******.

Regards,

Generac Power Systems

Consumer Response:

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID *******, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

[please ask Generac to ship replacement to my home I need to use a pressure washer within a couple of days I will not waste the gas in my car to fix there problem they have had about 2 weeks to address this issue ? Note: I may not be able to wait much longer before I must use the pressure washer I have now! ]

Regards,

**** ******

 

 

Business Response:

Generac Power Systems would like to thank Mr. ****** for commenting on our response to his original complaint.  The original complaint was for product issues and that Generac was being unresponsive to his requests for assistance.

Generac has since contacted Mr. ****** who has been speaking with one of our customer service representatives.  The new request to have the replacement shipped to his residence will need to be discussed with the customer service agent who is assisting Mr. ****** as unit exchanges are handled at a dealers location to ensure that the replacement unit is properly shipped by the carrier and that Generac receives the defective unit.

Once again, we apologize for any delay in orginally responding to the request by Mr. ****** for assistance.

Regards,

Generac Power Systems

 

4/24/2013 Problems with Product/Service | Complaint Details Unavailable
4/19/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I purchased a Generac ******** **** generator on 01 Nov. 2007. On 29 Aug 2011 my residence lost power and my generator started automatically as it was supposed to do. The power was off for one hour (per ****** ***** *******, the local power provider). When I returned home the power had been restored. I found the following had occured: The control board for the heating system boiler was burnt out. The control board for the pellet stove was burnt out. The control board for the microwave/convection oven wasd burnt out. The control board for the clothes dryer was burnt out. The water softener transformer was burnt out. The power supply for the computer was burnt out. ***** *** fault detecters in 200 Amp service were burnt out. Three surge protectors were destroyed (bubbled the casings). Discussions/investigation by ****** ***** **. determined that they had done nothing to cause this damage. I called ****** ***** who I had purchased the generator from. They told me that the generator could not cause this damage. I then called **** ****** **********, the authorized service provider. Their technician determined that the 120 volt legs of the generator were generating 175 volts each. He told me that this is what had caused all the damage to my electrical systems. On 11 Sep. 2012 my residence lost power again. The generator automatically started as it was supposed to do. Once again, I was not home when this occured. Once again I called ****** ***** **. and determined that the power had been disrupted for about one hour. The following damage was caused by the generator this time: The boiler control board was burnt out. The microwave/convection oven control board was burnt out. The washer and dryer control boards were burnt out. The boiler transformer was burnt out. The water softener transformer was burnt out. The control board for an antique pinball machine was burnt out. Once again I contacted **** ****** ********** to trouble shoot the generator. He indicated there was a short in the generator can. Again he said that was what caused the damage to the power boards that were destroyed. I realize that I only have a 2 year warranty on the generator but I feel the failures of this generator fall outside of the scope of the warranty and the failure of the generator should be addressed on it's own. I have attempted to discuss with Generac but they say I am out of warranty and refuse to discuss further.

Desired Settlement: I would like to be reimbursed for damage caused by the failure of the generator and also for cost of a new generator. I have documentation for all of the damage caused and the cost of the generator. It is approx. a total of $8000.00.

Business Response:

Generac Power Systems would like to thank Mr. ******* for contacting us regarding the problems he is having with his purchase of a Generac home standby generator. 

In reviewing the complaint, the Generac Power Systems technical service department has contacted **** ****** ********** to discuss the circumstances indicated in the complaint by Mr. *******.  The problems he is experiencing is not indicative of our product and highly unusual to have this type of situation happen a single instance let alone on multiple occasions.

Generac Power Systems will have our technical service department work with **** ****** ********** to identify the root cause of the problems Mr. ******* is experiencing and propose a solution to rectify the situation. 

The Generac Power Systems warranty does not cover incidential damages and at this point in time we would direct Mr. ******* to his homeowners insurance policy regarding reimbursement for damages to items in his residence. 

Regards,

Generac Power Systems

Consumer Response:

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID *******, 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.]

 

To Whom It May Concern;

Generac has indicated that they are reviewing the complaint.  They are contacting Road Runner Electrical to discuss the circumstances of the complaint.  Nothing has been resolved! 

They also indicated that I should contact my homeowners insurance regarding reimbursement for what they call "incidental damages". 
After the first generator failure I contacted my homeowners insurance company.  Since I had a $2500.00 deductable policy for household items (standard), they ended up paying

 

Regards,

******** *******

 

 

Consumer Response:

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID *******, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

To Whom It May Concern:

Generac has indicated that they are reviewing the complaint.  They are contacting RoadRunner Electrical to discuss the circumstances of the complaint. 

They also indicated that I should contact my homeowners insurance regarding reimbursement for what they call “incidental damages”.

After the first generator failure (about $3100.00 in damages) I contacted my homeowners insurance company.  Since I had a $2500.00 deductable policy for household items (standard), they ended up paying about $600.00 and I paid the $2500.00 deductable.

After the second failure (about $2000.00) I again contacted my homeowners insurance company.  Since I still had a $2500.00 deductable policy, I ended up paying all of the damages out of pocket.

I am requesting that these bills be reimbursed to me in addition to the cost of a new generator.

Generac contacting their authorized repair activity is a start, but nothing is resolved.

Respectfully,

******** *******

 


 

 

Business Response:

Generac Power Systems would like to thank Mr. ******* for contacting us regarding our response to this initial complaint.

We have been in touch with ********** ********** who is to be pulling together their diagnostic test results from previous site visits and will be sharing this information with our technical service department.  Generac Power Systems is committed to working with the dealer to determine what is causing the damages to the items in the residence. 

The Generac Power Systems warranty provided with the generator excludes what is known as incidental or consequential damages and we would not be in a position to reimburse Mr. ******* for any items that are damaged should it be determined that a manufacturing defect is found with the generator.  We would recommend that Mr. ******* reveiw the warranty statement provided with his generator for futher clarification on coverage and what his options are regarding incidental or consequential damages.

Generac Power Systems will continue to work through the dealer to determine if a manufacturing defect exists with the generator and if one is found we will have the problem corrected.

Once again, we apologize for the problems that Mr. ******* is experiencing with his purchase of a Generac Power Systems generator and would like to thank him for bringing this to our attention so that we can work to correct any problem with the generator / installation that might exist.

Regards,

Generac Power Systems

Consumer Response:

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID *******, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

Same reasons as last response rejection.

Regards,

******** *******

 

 

Business Response:

Generac Power Systems would like to thank Mr. ******* for contacting us regarding the problems he has experienced with the purchase of his Generac homestandby generator. 

The Generac Power Systems technical service department has been working with a different service provider to get a fresh set of eyes on the problem and they believe that the generator has been repaired and can be put into operation.  The technical findings on what they found will be shared with Mr. ******* by the service provider that conducted the repairs.

The complaint is requesting that the damages that have occurred be reimbursed, unfortunately the Generac limited factory warranty does not cover incidential or consequential damage.  However we would recommend that Mr. ******* review the factory warranty statement regarding warranty coverage and the disclaimer on such types of damages.

Regards,

Generac Power Systems 

Consumer Response:

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID *******, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

 

 

 

 

 

Regards,

******** *******

 

 

Business Response:

Generac Power Systems would like to thank Mr. ******* for contacting us regarding our previous response to his complaint.  Generac Power Systems has contacted the dealer that came out to perform the repair to the generator and they will be coming back to the residence to perform a 2 hour loadbank to the generator to verify for Mr. ******* that the he may run his house load on the generator.  The dealer should be in contact with Mr. ******* shortly to schedule the site visit.

Once again, we apologize for the problems that Mr. ******* has experienced.

Generac Power Systems

 

Consumer Response:

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID *******, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

I will address again after the load bank test.

******** *******

 

 

Consumer Response:

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID *******, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

The generator was tested using the load bank and the generator appears to be working properly. 

 

I am currently in contact with the Generac attorney who is reviewing my request to be reimbursed for damages caused by the generator failure.   This issue still needs to be resolved. 

 

 

Regards,

******** *******

 

 

 

 

Business Response:

Generac Power Systems would like to thank Mr. ******* for contacting us regarding his complaint.  Given the response that Mr. ******* is in communication with the Generac Power Systems legal counsel we will allow that process to take its course and will no longer be responding to this complaint as the decision reached by counsel would be final.

Regards,

Generac Power Systems

4/10/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I filed an incident report with Generac on 11/26/12 involving work completed on my generator on the 19th of November by ********* ***** ******* of ***** **. The issued involved a labor charge of $356.00 for the repairs completed. At the time of the service work the generator was out of warranty but had only 23.8 hours of total use. The generator had been repaired previously in October of 2010 for low voltage which was the same reason for the recent repair work. This low voltage issue had been an ongoing problem since I purchased the generator. On the 9th of November a representative for ********* ***** advised me that parts were on order from Generac and the cost was $400.00. I advised that I felt the generator was defective from purchase and I would contact Generac. Within minutes of this conversation the representative from ********* called me at advise that repairs would be at "no cost" to me. However, when I picked up the generator on the 19th of November I was required to pay $356.00 for labor, and the representative advised me to file an incident report with Generac concerning the labor charge. Generac did not respond to the incident report until the 19th of December and I was advised the matter was being reviewed. From this date to the 6th of February Generac generally did not return my calls and and maintained they were addressing the issue with ********* *****. Finally, on the 6th of February a representative from Generac called to advised that they would grant no relief on the labor charge.. Please note that the repair done in November did not resolve the under voltage problem and ********* ***** sent repair technicians to my home on the 21st and 27th of December but were unable to fix the generator. On the 17th of January ********* power picked up the generator and took it in for service returning it on the 18th having repaired the voltage problem. There were no charges for any of these service calls or repairs.

Desired Settlement: I'am seeking a refund of the $356.00 labor charge in November. Had I been properly informed of the cost of repair in November I would've elected to replace the generator rather than investing an additional $356.00 into a product that I felt was defective from the date of sale. I paid $780.16 for this generator brand new, had it repaired in 2010 for low voltage at a cost of $120.90 and now faced additional repair charges of $356.00. I felt it would've been more cost effective to forgo the additional repair and purchase a new generator. Had I been properly advised of the "no cost" to me repair of $356.00 this would've been the course chosen. As I advised the Generac representative I expected a reputable company to look beyond its warranty or implied warranty of merchantability and do the right thing either replacing the defective generator or reimburse me for the labor charge of $356.00. My basis for such relief was the extremely low number of hours on the generator, that it was not free of defect at the time of sale, failed to do what it was intended to do, and did not last a reasonable period of time.

Business Response:

Generac Power Systems would like to thank Mr. ******* for contacting us regarding the problems he has experienced with the purchase of his Generac generator.

In reviewing the information provided, we have been able to locate a case number of ****** that our customer service department has created when contacted by Mr. *******.  The Generac Power Systems technical service department authorized that the parts would be a covered item under warranty, which was communicated to the dealer in late October of 2012.  This was done as a customer concession as the factory warranty had expired in September of 2010.

Generac Power Systems would recommend that Mr. ******* contact the service dealer to discuss any confusion on how the labor charges as those were never a covered item under the customer concession from Generac Power Systems.

Once again, we apologize for the problems that Mr. ******* has experienced and believe that a parts only adjustment 2 years after the factory warranty expired is a fair and reasonable resolution to this complaint.

Regards,

Generac Power Systems

 

Consumer Response:

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID *******, 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.]

 

To Whom It May Concern:

It appears that the buck is being passed between Generac and ********* ***** ******* as each has advised me that they were not the responsible party for the labor charge.

 

When I paid the labor charge to ********* ****** ******* in November they instructed me to file an incident report with Generac asking for a refund

 

From the time I filed the incident report with Generac until it provided its determination in February they did not advise me that this was an issue that had to be addressed with ********* ***** *******.

 

It's past time for these folks to step up and take responsibility.

 

Again, at the time repairs were to be made I was advised that it would be at "no cost" to me. Had I been properly advised of the labor cost I would not have proceeded with the repairs as my money would be better spent on purchasing a new generator that actually worked as advertised.

 

I don't know the internal workings between Generac and ********* ***** *******, but, between the two they ought to admit that the customer in this case was not properly advised of the repair cost and should be reimburse me for the cost incurred.

 

Regards,

******* *******

 

 

Business Response:

Generac Power Systems would like to thank Mr. ******* for responding to our answer on his complaint.

In reveiwing the case notes, as well as the initial complaint filed by Mr. *******, Generac Power Systems at no time instructed Mr. ******* that labor charges would be a covered item on this out of warranty repair.  The conversation appears to have been between Mr. ******* and Wolverine Power Systems and did not involve Generac Power Systems.  Generac Power Systems on 10/25/12 informed Wolverine Power Systems that we would provide the parts needed as a customer concession but that would be the extent of the concession.

While we understand the concerns being expressed by Mr. *******, Generac Power Systems did not provide any indication that the labor charges would be a covered item and in fact documented that the parts were the only item being covered as a customer concession. 

We encourage Mr. ******* to work with Wolverine Power Systems regarding the labor charges and what information was presented to him prior to the repair as Generac has no knowledge of that conversation.

Regards,

Generac Power Systems

Consumer Response:

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID *******, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

I have followed the instructions as provided by ********* ***** ******* since I expressed my initial complaint regarding any applicable charges with regard to repair of my generator. At their direction I filed the incident report with Generac seeking a refund or credit of the labor charges. After four months, between the two of them, the best I get is a he said she said response resolving nothing.

I don't know what was discussed between the two in this matter, but, this repair only went forward after ********* ***** ******* in consultation with Generac informed me the repairs would be "at no cost to me." If this statement was correct at the time given then I would expect a full refund of the labor charges. However, if miscommunication attributable to human error caused the erroneous quotation then I would consider it reasonable to reduce my claim for a refund or credit to 50% of the total charged. Fair compensation for the worked performed and satisfactory reimbursement for the customer who was incorrectly informed.

I'd like to believe that a simple telephone call between Generac and ********* ***** ******* might produce consensus between the two to resolve this matter in a fair and efficient manner for all parties.

 

[To assist us in bringing this matter to a close, we would like to know your view on the matter.]

Regards,

******* *******

 

 

Business Response:

Generac Power Systems would like to thank Mr. ******* for responding to our answer on his complaint.

The previous response that was provided, which is listed below, has outlined our position on this matter and we will be unable to offer any additional assistance with the repair cost as requested by Mr. *******. 

Regards,

Generac Power Systems

In reveiwing the case notes, as well as the initial complaint filed by Mr. *******, Generac Power Systems at no time instructed Mr. ******* that labor charges would be a covered item on this out of warranty repair.  The conversation appears to have been between Mr. ******* and ********* ***** ******* and did not involve Generac Power Systems.  Generac Power Systems on 10/25/12 informed ********* ***** ******* that we would provide the parts needed as a customer concession but that would be the extent of the concession.

While we understand the concerns being expressed by Mr. *******, Generac Power Systems did not provide any indication that the labor charges would be a covered item and in fact documented that the parts were the only item being covered as a customer concession. 

We encourage Mr. ******* to work with ********* ***** ******* regarding the labor charges and what information was presented to him prior to the repair as Generac has no knowledge of that conversation.

Regards,

Generac Power Systems

Consumer Response:

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID *******, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

 

I appreciate the efforts of the BBB in this matter even though we were unable to reach a satisfactory settlement.

I believe that Generac and ********* ****** ******* were deceptive in their actions with regards to the repair of my generator. Accordingly, I have and will continue to inform friends, neighbors, and aquaintances of my experience so that they may make an informed choice when purchasing or dealing with the aforementioned business.

Again, thank you for your assistance.

 

[To assist us in bringing this matter to a close, we would like to know your view on the matter.]

Regards,

******* *******

 

 

3/30/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Purchase a generator for $868.99 right before hurricane Sandy from a local *** ******** as I am a father of three little girls (6,3,1) and both myself and my wife wanted piece of mind since we were told by power company that power could be out for up to 16 days. Needless to say we lost power 2 days into the hurricane. I started the generator and followed every possible instruction as well as made phone calls to Generac customer service to actually verify that it would be OK placing the generator outside. Long story short the generator only lasted about 2 days before it didn't work anymore. I called *** ******** and spoke with a ***** ******* at their store number ***** where order was purchased. ******* assured me that the policy at *** ******** was "no returns on generators once they are taken out of the box." Frantic now, I was constantly on the phone with technicians as now my piece of mind started to turn into a nightmare. Little did I know at that point how bad my nightmare was going to become. I was told on the phone by a technician that based on what I was explaining it sounded like a defective engine and advised me to take the generator to a repair shop. Needless to say every possible repair shop I called was without power and simply closed for over a week after the storm. I lost all of my food that I purchased ($250+) thinking I was in good hands since I had a generator. I was able to get my generator to a repair shop where it has been for almost 6 months now!!! I have called Generac an extreme amount of times and have a formal complaint open with them for 5 of those 6 months. I have been told everything from a new engine was shipped to the repair shop to my most recent that a supervisor would call me back would call me back shortly since the representative was unable to transfer my call. At this point I want a full refund honored to me as even if I received the generator back tomorrow the warranty that it will come with will be shorten by 6 months as well as my feeling of security and trust has severely diminished.

Desired Settlement: I want a full refund at this point

Business Response:

Generac Power Systems would like to thank Mr. ********* for contacting us regarding the problems he has experienced with his purchase of a Generac Power Systems portable generator.  In reviewing this complaint it appears that our customer service department is in contact with Mr. ********* and are working to resolve the complaint by replacing the generator.

Generac Power Systems will continue to work with Mr. ********* to resolve his complaint.

Regards,

Generac Power Systems

3/17/2013 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: The new ** ** ********* was installed 10 days ago, Feb 1, 2013, and only ran a total of 0.4 hours (24 minutes) according to the generator itself. The dealer came out this morning, Feb 11, 2013, and said the engine blew. We were informed that Generac would only replace the engine. I called Generac and received the same answer. Replacing the engine is not satisfactory as I purchased a new factory assembled generator and replacing the engine will effectively give me a refurbished unit. Obviously there are serious problems with the current unit if the engine blows within the first 30 minutes of operating. This should not be viewed as a warranty matter but rather a defective product as the unit is only 10 days old and operated for only 24 minutes. The right thing to do is replace the unit with a new factory assembled generator which is what I purchased.

Desired Settlement: Replace the entire unit not just the engine.

Business Response:

Generac Power Systems would like to thank **** ******* for contacting us regarding the problems he has experienced with his purchase of a Generac Power Systems home standby generator.  The Generac Power Systems customer service department has reviewed this request with our Technical Services Manager and they have reached a decision to replace the engine on the generator which was shipped out to the service dealer on 2/11/13.

Generac Power Systems is confident that a new engine will correct the problems with the generator and that you will enjoy years of reliable service from your generator, to that end an extended warranty is being provided to you at ** as a customer concession.

We apologize for the problems you have experienced and will work with our service dealer to get the generator up an running as soon as possible.

Regards,

Generac Power Systems

 

Consumer Response:

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID *******, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

Generac has now verbally offered to replace the entire unit, a significant step in the right direction, but has withdrawn the previous offer to extend the warranty by 2 year at no cost.  I am glad that Generac has concluded to replace the unit even though this will result in an additional wait of 3 - 4 weeks before it arrives.  A written confirmation by the organization of their intent to replace the unit would be much appreciated.  I am however disappointed that they have withdrawn the offer to extend the warranty by 2 year at no cost knowing the inconvenience we have been put through including the additional wait time to resolve this issue.

Regards,

**** *******

 

Business Response:

Generac Power Systems would like to thank Mr. **** ******* for contacting us regarding the problems he has experienced with the purchase of his Generac residential standby generator.

In reviewing the case notes, Generac Power Systems has agreed to replace the generator per the request of Mr. ******* and we will have our customer service department contact him to confirm our intent to replace the generator.  The extended warranty offer was tied to the original generator as a way to demonstrate our confidence in the repair that was going to be performed.  The new generator will have the standard factory warranty which does not contain any warranty extension.

We apologize for any problems that Mr. ******* has experienced and will work to get his replacement generator shipped as soon as possible.

Regards,

Generac Power Systems

2/22/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I purchased a portable Generac ** **** generator and just barely got it to work for less than an hour during hurricane sandy. I contacted generac who told me to bring the generator to a plas called ********** in *** ********. I contacted said company and was told that they did not like generacs policies but to bring my generator by for service. I did this a few days later and was told that this business was no longer conducting business with generac because they do not stand by their product or customers. I contacted generac again and was told three other locations near by I called and went to all locations neither would take my generator. The business told me either they do not work for generac or that my particular generator was not part of their service agreement. I sent an email to generac and it was forwarded to a some other dept that asked me for more information and I was told this matter would be taken care of and they would be in touch. I have since asked for any progress if any was made. No reply! This started oct 26 2012 and my generator is a $500 paperweight. I have even tried to have it fixed at my expense and cannot find any service shop that works on this small engine. Generac should actually contact a service shop near my home and facilitate the drop off of this generator and then see that it is warranted and or replaced. I do not know what else to do.

Desired Settlement: I would like generac t either fix this generator or give me a replacement or finally refund my money.

Business Response:

Generac Power Systems would like to thank ******* ********** for contacting us regarding the problems he has experienced with the purchase of a ** **** watt generator.  We have contacted our customer service department who appears to be in contact with you regarding having the generator evaluated by one of our authorzied service providers so we can determine how best to resolve the problems with the generator.

The Generac Power Systems Customer Service department can be reached by calling ************* and the case number that has been assigned to this is ******.

Regards,

Generac Power Systems

Consumer Response:

The company has made progress and this step should be asked after the whole complaint has been resolved. You do not have any choices but accept or reject so this is the best choice.

 

 

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID *******, 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,

******* **********  

 

2/18/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Sunday, September 16th 2012 we purchased a Generac ********* Electric Start Portable Generator from an online Generac supplier "Electric Generators Direct". On the first hour after receiving generator it wouldn't start and we went through many phone calls and failed attempts with Electric Generators Direct to no avail, when they finally said it was now a Generac problem and we would fall under Generac's warranty not theirs. A few phone calls to Generac suggested we use a local company - a Generac listed supplier and dealer and they would fix the problem. They collected the Generator from our door October 30th. After a week of phone calls back and fro they told us that the "diecast" interior of the generator was faulty it was a manufacturer fault and they would wait for Generac to advise. At this point I contacted Generac and filed an "Incident Report Form" as listed on their website as phone calls weren't picked up ( presumably Hurricane Sandy issues). A couple of weeks later Generac said they would send parts required. The parts didn't arrive, then they did and they were the wrong parts ( even though ******** ******* ***** ********* **. had ordered them correctly). Then Friday January 11th 2013 we heard they would expedite shipping of parts, they never arrived. I called today and was informed that they have decided to replace the whole engine and battery and the parts may or may not ship around February 4th 2013. We are being fed line after line but we paid $2149.00 last September for a product that has never worked and we still do not have the generator nor a solution. Can a business really do this? Even the dealer who is trying to fix it has admitted that "it is ridiculous"!! My husband and I feel very angry and feel like $2000 has been stolen from us as we have nothing to show for it except empty promises, from what claims to be the number one supplier of generators in the US.

Desired Settlement: I have repeatedly said I want to have a brand new generator delivered to my door, not a fixed and put back together one, or my money back. I wanted a generator last September not six months later in February?? I have trust issues that we will ever get it back and what happens the next time there is a fault do we wait another six months to get it fixed? This can't be how a business is run it is deceptive and totally unbelievable.

Business Response:

Generac Power Systems would like to thank ****** **** for contacting us regarding the problems she has experienced with the purchase of her Generac Power Systems portable generator.  We have taken the information provided and it appears that our customer service department has been working with ****** **** and the problems have been resolved.

Generac Power Systems has had the generator repaired, re-set the factory warranty, & is reimbursing a $95 pick up and delivery charge as a customer concession. 

Again, we apologize for the problems that ****** **** has experienced and we appreciate the opportunity to reslove her concerns.  Please contact our customer service department at ************* should she need anything in the future.

Regards,

Generac Power Systems

2/8/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: In October 2011 I purchased a Generac XP generator from ******* in ***********, **. The purchase was made after we had experienced a major week long power outage. Consequently, the remainder of the winter was mind and no further outages occurred so the generator was never used. Prior to an impending storm in November 2012, I started the generator and let it run for approximately 5 minutes, during which everything seemed fine. When the storm did hit, I attempted to start the generator only to have it explode - sending large pieces of heavy shrapnel into the air. As it happens, my eleven year old son was with when I was starting the generator. Due to the flying pieces, we both could have been seriously hurt. I telephoned Generac and was told that I needed to bring it to an authorized service center. I took the generator to **** *** **** in ******, ** where the technician there spent an hour on the telephone with Generac describing what he saw. He informed me, as well as the Customer Service Rep that he had on the telephone, that he refused to fix this piece of equipment because it was completely and obviously defective. I brought the generator home and again called Generac. They requested that I fill out an IRF (Instant Reply Form) online. I did so and waited a week with no reply. I telephone the company and was told that the case had been assigned to a particular person and that I should speak with her. I left several voice mail messages as well as email messages to various departments within the company and again waited another week with no response. Once more today I telephoned Generac. ******, the specialist assigned to my case stated that the company would fix the machine. I informed her that a qualified service technician had already looked at the generator and stated that it was defective and therefore useless to fix. I requested a refund of my money. I was told my ****** that the company does not process refunds, they simply repair the product. Perhaps with another piece of equipment, this would be a satisfactory solution. However, with a generator that is supposed to power appliances, a hot water heater, and a furnace in my home - I simply do not feel comfortable with having this product repair. It has already exploded with only five minutes of running time. What will happen if they "repair" it and I connect it to the electricity of my home. I am not prepared to lose my home or risk injury to my family simply because Generac does not wish to process a refund for a $1000.00 piece of equipment.

Desired Settlement: I would like a refund to the credit card that I used to purchase this piece of equipment.

Business Response:

Generac Power Systems has received this complaint and would like to apologize for any problems that Mr. ************ has experienced with the purchase of his Generac generator. 

In reviewing this complaint, we were able to locate case number ****** which provided us a timeline and details of the events leading up to the BBB complaint and subsequent conversations between both parties.  This review also brought to light the concerns that have been raised about how the failure of the generator has traumatized Mr. ************ and his son, which is not the intent of our product and we apologize for any negative effects this generator failure has had on them.

Generac Power Systems, as with most manufactures, would repair or replace the generator however it appears that this will not be an option given the current situation.  The Generac Power Systems Customer Service department will be in contact with Mr. ************ regarding his request to obtain a refund for his purchase of the generator.  Generac will agree to work with the company that sold the generator as the generator was not purchased directly from Generac Power Systems.

Once again we apologize for the problems that Mr. ************ and his son have experienced and one of our customer service representatives will be in touch to discuss the details surrounding the request for a refund.

Regards,

Generac Power Systems 

Consumer Response:

[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.]

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID *******, and find that this resolution of a full refund is satisfactory to me. 

Regards,

****** ************

 

2/4/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: On December 4th, 2012, I purchased a Generac ********* 3,000 PSI 2.7 GPM 212cc OHV *** ******* ******** ****** from **********. It arrived promptly and had no indications of damage during transit. After I followed the assembly instructions and added oil and fuel, I noticed a small piece on the fuel tank was broken that rendered the power washer inoperable. I immediately contacted Generac's customer service and explained the problem to them. The representative assured me a replacement part would be sent to me immediately. I waited two weeks with no further contact from Generac, and the part still did not arrive. I then contacted Generac's customer service again, on the phone, and the representative could not find record of my earlier complaint. After explaining the problem to her, she assured me a replacement part would be shipped again. I waited until January 11th, with no further contact from Generac again, and this time contacted Generac via email. In my email, I explained the problem and received an automated reply stating I would be contacted within 48 hours. It is now seven days since that last attempt, and I have not heard from Generac. I have had a non-functional power washer for six weeks with a complete failure to attempt to fix the problem by Generac. I am not able to ship the power washer back for a refund as it now contains oil and fuel, rendering it as a hazardous materials for shipment. Until now, I would have accepted a simple repair part, but seeing as Generac has zero accountability wi customer service, I do not want to own a power washer made by that company.

Desired Settlement: I want them to make arrangements to accept it for a refund locally, as it is unsafe for shipment. Prior to this, I would have accepted having a replacement part sent to me or having it repaired, free of charge, locally. However, with the complete failure of their customer service, after multiple attempts to have the problem fixed, I do not have confidence in Generac to even fulfill warranty concerns.

Business Response:

Generac Power Systems would like to thank Mr. ***** for contacting us regarding the problems he has experienced with the purchase of a Generac Power Systems Power Washer.  The Generac Power Systems customer service department has been in contact with Mr. ***** and have also expressed their apologies for not following through on the parts order after his original complaint.  The part that was promised to Mr. ***** is in route to him.

Once again we apologize for the delay in getting the part shipped out to Mr. ***** as this is not indicative of our customer service department.  If Mr. ***** would like to discuss this matter further with a supervisor in our customer service deparment he can reach them at *************.

Regards,

Generac Power Systems

 

1/22/2013 Guarantee/Warranty Issues | Read Complaint Details
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Additional Notes

Complaint: October 25th, 2012 I purchased a Generac ****** generator (Serial ********) for use during our power outage during Hurricane Sandy. After delivery of the generator, I followed all directions and started the generator. The generator failed right out the box -- it made a loud popping sound, and went into overload without anything plugged in. I brought the unit to a Generac repair facility for the warranty repairs (****** ******, ********, **). The repair facility stated that Generac would replace the generator for us -- that was mid-November. In the mean time, I still have not received a replacement generator, nor have I received any communication from Generac. Whenever I call, I get the run around. I have been patient -- I wanted 2 MONTHS to get a generator I purchased back in October for a storm emergency. It failed me and then Generac has failed to replace the unit in over 2 MONTHS!

Desired Settlement: I would like a refund. At this point, I have little faith in Generac's customer service. Furthermore, I have been incovienced for a large amount of time -- I was out of power for 11 days. I was also hoping to use the generator to power my travel trailer during recent camping outings -- I have not been able to do that. I purchased this item for $480 from Electric Generators Direct and can supply a receipt if required. I just want my money back so I can purchase another generator to use at home and camping.

Business Response:

Generac Power Systems would like to thank Mr. ******** for contacting us regarding his ****** watt portable generator replacement and we apologize for the delay in getting his replacement shipped out to him.  In speaking with our customer service department the replacement generator was shipped out on January 4th under *** tracking number ******************.

Once again, we apologize for the delay and if Mr. ******** has any other questions or concerns, our customer service department can be reached by calling *************.

Regards,

Generac Power Systems

1/18/2013 Guarantee/Warranty Issues | Read Complaint Details
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Additional Notes

Complaint: I purchased a new generator for home back-up power from Generac.com. I attempted to operate the unit after it was unpacked and properly set up according to the Generac User's manual. The unit would not start. Being an Electrical Engineer I easily traced the problem to a dead starting battery; that is mounted inside the unit , behind a bolted cover plate. I repeatedly tried charging the battery, according to the Generac user's manual, using the charger provided by Generac; but the battery was defective and would not take a charge. My Generac manual clearly states that I have a three year residential warranty with no exclusions. I called the Customer Service phone number (###-###-####) at Generac.com to report this and two other problems I had found and fixed. A woman named ***** answered an tried to tell me that the warranty clearly states that I am responsible for providing documentation proving that I recharged the battery at least every 30 day. She insisted that this policy applies to all of there gererators and applies to all customers. All Customers? !! That must be tens of thousands who have been fed this lie. First of all there is no such statement in any Guarantees listed in any of the four copies( different dates) of Manuals; that I have for my generator. Most obvious, however is that this has to be a total case of fraud; because my generator sat in a seal box, on a shelf, in ******* for years before I purchased it. I found this out by calling the Generac phone number again and discussing my situation with the operator. She connected me with a ******* who informed me of the storage location and Store from which my generator was shipped, by using the Model number and Serial Number information on my generator, even though I had ordered it directly from Generac.com in Wisconsin, over the phone.

Desired Settlement: Generac has admitted to it's refusal to replace batteries that were gauranteed as an integral part of their design and physically enclosed within their generators. They have also admitted; that it has been their long standing policy to refuse to honor their own written guarantee which clearly stated otherwise. Generac should be held responsible and Legally Liable for all materials and labor to replace all batteries, shipped in all of their generators, to all customers; unless Generac can prove that these generators properly started, without incident and continued to start electrically for the full period of each Generator warranty.

Business Response:

Generac Power Systems would like to thank Mr. ******** for contacting us regarding the problems he has experienced with the purchase of his Generac portable generator.  In reviewing the information provided we have been able to locate a case number of ****** in which ***** ******* our customer service ********** has spoken with Mr, ********.

The Generac Power Systems customer service department has agreed to send out a replacement battery to Mr. ******** at no charge for his generator.  Once again we apologize for the problems that Mr. ******** has experienced.

Regards,

Generac Power Systems

Consumer Response:

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID *******, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

After repeated calls by me to *******, someone at Generac did eventually promise to send me a replacement battery; but that was two weeks ago, and no battery has appeared.  This is typical of Generac's false promises that are incorrectly listed under REVIEWS.  They demonstrate a continuation of them refusing to honow their warranty and lies.

 

******* ********

 

 

Business Response:

Generac Power Systems would like to thank Mr. ******** for contacting us regarding the status of his battery shipment.  The replacement battery should be arriving within the next few days and we apologize for any delays in getting this item shipped out to you.

Regards,

Generac Power Systems

1/18/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: 10/25 install of generac genertor (serial number *******,model 58711) by licensed ny electrician (generator was on skid and packaged accordingly directly from factory,brand new in an untampered box). Test run of generator performed without problems. when home was placed on generator a power surge occured that sent high voltage into home and caused several home electronics to demise, including a power surge plug which melted and smoked (smell of electrical fire through home). work ceased immediately. Generac rep contacted immediately for an appt. (meanwhile hurricane sandy looms for 10/29 for our area) (Most importantly, a Generator was purchased for our home to accomodate the needs of an ** yr old parent with Alzheimers, our son with asthma and special needs, and for sumps pumps to accomodate our basement; also we are both healthcare professionals and are on stand by at any time for our patient committments and wanted to rest assure our family would be taken care of in lieu of any power outages.) As Sandy approaches we had no generator. We purchased 2 portable back up generators for temporary use . 10/27 we obtained the name and number of a Generac rep who made an appointment to check our generator on 11/8/12. This was the next available appointment . For the weekend of 10/27 through 10/28 we were placed in contact with ****** ****** (generac rep in wisconsin). She was in contact with us and was explained the entire situation and noted all of our collateral damages and suffering. We had no power from 730pm 10/29 through 5pm 10/31. On 10/31 she offered to ***** us a generator for temporary use, however, by this time our power was restored. Ms ****** also verbally indicated that these issues should be "resolved" by Generac (ie. generator problem and collateral damages) Ms ****** aslo indicated she was availble after hours via email at home if we had any questions. 11/8 Ipower generator rep came to our home (an authorized Generac rep) and examined generator in the presence of ourselves (homeowners) and the2 electricians. He opened a compartment of the generator which is not usually opened by any installer (as were his words) and determined the neutral and ground wires were NOT connected from factory and caused the power surge into our home and therefore damaged our electronics. This is available in writing on his bill and he also indicates we need to contact Generac for further information regarding reimbursement,etc. This information was sent to ****** ****** via email and email confirmation. From 11/8 until 11/19 we had reached out to Ms ****** several times via phone and email. We never received a response. It was though she disappeared. on 11/19 we called Generac and were placed in touch with **** ******* (who was Ms ******s replacement as she was placed on special assignment per Mr *******) I forwarded all emails from and to Ms ****** to him and explained our case again. He indicated that he had to check with production to see if there was any problem with the product line under that serial number. Several days past and we were told by Mr ******* there was nothing wrong with that serial number and Generac is not liable. At this point, we called Generac and spoke with ***** *******, a customer support manager. She took our information and processed the entire story. we spoke to her 12/5 5pm est. 2 hours later we received a unfriendly email response from Mr ******* that indicated they are not responsible.

Desired Settlement: As homeowners and career people we know that there are problems in life whether personal or business. It is how you handle the problems that seperate you from everyone else. In business there is always negotiations. NO ONE asked for Hurricaine Sandy. If the hurricaine didn't happen we would still have the power surge and collateral damage. There was no additional warnings on the product packaging and the installers where licensed NY electricians who were recommended by the electrical inspectors who are a 3rd party entity used in NY as part of the process who stated that the installer in question had the necessary "due dilligence" as installers. As previously stated Hurricaine Sandy was no one's fault. However, I respectfully request that all collateral damaged incured and portable generators be reimbursed.. Full documentation,damaged product and receipts available upon request. Lastly, I would also like reimbursement of authorized generac technician service call and battery replacement.

Business Response:

Generac Power Systems would like to thank Mr. ***** for contacting us regarding the problems he has experienced with the purchase of his Generac Power Systems home standby generator.

In reviewing the complaint it appears that the Generac Power Systems Customer Service Department has been in contact with Mr. ***** and conversations have previously been had with regards to the request for reimbursement for items that were damaged in the home. 

The Generac Power Systems limited factory warranty does not cover items such as consequential or incidental damages, however laws vary from state to state so the best course of action is to file a claim with your homeowners insurance company who will then determine the next course of action.  Generac Power Systems will not be able to provide reimbursement to Mr ***** as he has requested in this complaint.

Regards,

Generac Power Systems

 

Consumer Response:

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID *******, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

We are very disappointed how the manufacturer has ignored our request for help due to their manufacturing negligence. In fact, a Generac certified serviceman told us that the problem occured due to a manufacturing default. (see attached). The treatment we received from this company was deplurable . We have definite collateral damages due to their error. Further action will be taken.

Regards,

***** *****

 

Business Response:

Generac Power Systems would like to thank Mr. ***** for his response to our previous answer to the complaint that has been filed.  We understand the concerns that Mr. ***** has expressed and have provided the appropriate direction under the factory warranty that is provided with the generator.  We would encourage Mr. ***** to follow the direction provided in our previous response to this complaint.

Regards,

Generac Power Systems

1/18/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I bought this generator after hurricane Irene to run my farm in case of power outages. I have a goat dairy, milking pipeline, bulk tank, refrigerators, freezers, and then of course, my normal household items..well pump, boilers, etc. I ordered it on 9/2/2011. I did not take possession of it from ****'s until well into October of 2011 as it was a special order unit for them. Within a week or two of picking it up, we opened the box, assembled the wheels etc, put fuel and oil in it and it would not start. I called ****'s and they told me I could return it (and wait another 6 weeks for a special order) or call Generac. Generac told me I could take it for warranty repair..a brand new unit for warranty repair! I had little choice as I did not want to wait 6 weeks or more for a new unit. I took the unit to ******** ********* ***** (an authorized repair shop for Generac)for repair. Cause was a "pinched wire" from the factory, which says a lot for Generac's quality control. A new unit went out the door that did not and would never would have started with that problem! I questioned the repair person at ******** as I did not want to keep a "lemon". He assured me it was "running great now". So we brought it home, kept Stabil in the gas, started it every month as directed, let it run, kept the battery charged, etc. At no point did we put a load on it as we did not lose power. Moving forward to October of this year, as Hurricane Sandy approached, we made certain the generator was in good working order (we thought) lost power on Monday the 29th of Oct. went to power our bulk tank full of milk on Tues am and the generator would not run the load evenly, it just kept surging. I took it to ******** 3 times that day! I left it there and borrowed a Generac 8000xp to use for power for the farm.(That unit was more than sufficient to run our equipment and is smaller by half than the unit I purchased) Later that week, they told me a new carburetor should fix the problem, and they ordered it from Generac. The next week, when I called they said come get it, and when the woman I sent to get it got there, they said there was a problem, it had blown an internal fuse and now they thought it needed a relay (part of the original pinched wired circuit). The subsequent relay did not fix the problem and then we proceeded on to a new idle control panel. May I point out that all of these parts are being put on a virtually NEW machine, as when I took it to ******** this Oct. 2012 it ha 3.7 hours on it..all from starting it monthly to run as directed. It has NEVER been used to power anything. The idle control panel has not fixed the problem and now Generac insists that the only way to fix it is to send it back to WI for repair. Yesterday I spoke with Generac customer service ********** *****. I told her that I feel I was sold a lemon and this machine will never be right. I feel Generac should replace this unit. She was rude and extremely unhelpful as she explained to me that a warranty was not in place for replacement but merely repair when an item broke. I responded that this item was never right from the beginning and has NEVER powered a single piece of equipment. If the repairs at ******** cannot fix it and it is so serious as to need to go back to WI for reconditioning (of a NEW unit) I am convinced this machine is a lemon. She assured me thatGenerac technicians "know this machine inside out and would never send me back a machine unless it was functioning at 100%", at which point I told her I had little faith of that, as they had already sent it to me once non-functioning, and that was in a BOX! (brand new) Of course I am being held hostage here. I have no choice but to send this defective unit back to WI (something Generac is now insisting on as it is so serious --on a NEW machine as to need to go back to the factory)as I do not have the funds to purchase a replacement from a competitor. When I asked about getting at least an extension on the warranty, ***** replied that there would be no reason for that, but did later at least agree to consult the warranty department. I was NEVER told to power equipment with that machine each month. If I had been told to run something, it would probably not have been heavy enough as we would not have tried the bulk tank. In fact, ******** had a difficult time sometimes replicating our problem as they do not have a draw like my bulk tank ( a unit which one of Generac's 8000xp units runs beautifully as I have had to borrow it from my parents to use when as this defective unit has not run and I would lose gallons of milk and product without some coverage.) In closing, I am disgusted with Generac's lack of concern for my issues and problems with this unit which cost me, a struggling farmer, over $2400. Their customer service department is so uncaring that not only am I given no satisfaction, they do not even feel I deserve at least an extension of the warranty should this machine ever be usable! So I am basically on my own with a lemon once they send it back to me, IF they fix it! I certainly pray that as it is now being sent back to WI that we do not lose power here in our area, as I will once again be without anything to run my equipment, but apparently that is the way I have unknowingly been since I bought this defective machine and was lulled into a false sense of security by thinking I had bought the best I could. I was obviously mistaken.

Desired Settlement: I feel that this machine was a lemon when I bought it, and has never, ever been able to power equipment, and now, as the local authorized dealer cannot fix this NEW machine, Generac is saying it has to go back to WI for repair. Why are they having to "repair" a NEW machine! I would like a replacement machine and a warranty to go with it.

Business Response:

Generac Power Systems would like to thank **** ******* for contacting us regarding the problems he has experienced with his purchase of a Generac portable generator.  We apologize for the problems **** ******* is experiencing and will work to ensure that the generator is repaired and returned as quickly as possible. 

In researching this complaint it appears that the paperwork to return the generator to Generac Power Systems is being provided to the dealer, once the generator is returned to Generac the standard timeframe it to evaluated the generator within 24 hours of being received and repair within 48 hours and then shipped back to the dealer.

The Generac Power Systems Technical Service Department will be staying on top of this repair and once the generator is back with **** *******, the warranty time-frame on the generator will be modified to reflect a period that is consistent with a new generator. 

Regards,

Generac Power Systems

 

Consumer Response:

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID *******, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

[While I appreciate that Generac has re-thought their initial stance on the warranty of the unit( that it would stand "as-is"), I am not accepting their offer as resolution of this problem at this time. This product has not been right since the time we took it out of the box and I am NOT confident that it can be repaired. I am also uncertain that it will make it back to WI, be repaired, get shipped back to NY and get to me (with Christmas in the middle of the time period) all within your required 10 day time frame. I will not accept the offer on this unit until I am certain it is salvageable. I still believe it to be a lemon.

 

I am reserving acceptance until such time as I know what the status of the unit truly is.  At present, it is still in NY and still very useless with winter advisories in the forecast for next week.  ]

Regards,

**** *******

 

Business Response:

Generac Power Systems would like to thank **** ******* for her response to our previous answer on the complaint.  The Generac Power Systems customer service department has been sent the information recently provided and it appears that they have been in communication with **** ******* regarding this matter.

We understand that **** ******* would like to keep this complaint open until such a time as all parties are comfortable and the generator is operating properly back in the possession of **** *******.

Regards,

Generac Power Systems

1/8/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I purchased a generator from Generac Power Systems, and it was purchased because of its reputation. Approximately 6 weeks aso, we had a power outage, and the generator starting surging and backfiring. It was sent to ******* ***** *** *******, and authorized dealer, and has been there ever since. Generac has told ******* what to replace, and they have done as they were instructed to do. They have replaced the carbeurator, electronic governor, governor module, and the voltage regulator, and the generator is still not repaired. I own a business, and I have an elderly mother with health issues, and this generator was purchased for these purposes. I sold my other generator to purchase this one, and I am without one at this time. I asked that this generator be replaced, as it was purchased new, not reconditioned, and I feel i have been more than patient with the whole situation.

Desired Settlement: I would like for the generator be replaced.

Business Response:

Generac Power Systems would like to thank Mr. ****** for contacting us regarding the problems he has experienced with the purchase of his Generac Power Systems portable generator.  In reviewing the information provided we have been able to locate a case number of ****** in which Mr. ****** has been communicating with our customer service department regarding having his generator sent back to Generac for a repair & return free of charge.

The Generac Power Systems representative spoke with Mr. ****** this past Friday the 21st and has started the process to getting the dealer the appropriate documentation to ship us the generator for us to evaluate and repair.  If the generator is not repairable we will then send out a replacement generator back to the Generac service dealer to be provided to Mr. ******.

Once again, we apologize for the problems that Mr. ****** is experiencing with his Generac Power Systems portable generator.  Should Mr. ****** have any questions regarding this matter the phone number for our customer service department is ************* and just provide them with the case number of ******.

Regards,

Generac Power Systems

12/30/2012 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Hello, I purchased a New Generac generator Model ****** in September of 2011 from **** ****/*** ******** located in ****** ******, **. Within two weeks of the purchase it failed to start, and prior to that when it did start, it took quite a few pulls(10-20) to make it fire up. I returned to the retailer with the generator and they said they would rectify the problem. They told me the carburetor was defective and they replaced/repaired it. Then again in May (Memorial Day weekend) it failed to start, I called Generac to bring this to their attention and to get some resolve. I rerached a company representative named *** ****** ###-###-#### ext.#**** who was very concerned and said he would contact **** **** to get the details about the problems with the generator. Mr. ****** then called me back and offered to have the generator replaced but also said *** **** would like for me to give them another chance to get it right and if it failed after that I could still exchange it for a new ******. I gave them the oppurtunity to make the repair which this time they told me it was the kill switch on/off and they repaired/replaced it. Once again the generator will not fire up and I brought this to the attention of Generac over a month ago and their rude customer service rep. ***** ****** treated me as if I lied to her about my conversations with Mr. ****** and the fact that he said Generac would replace the generator. She said nobody named *** ever worked at Generac. I've hauled this generator back and forth for repairs too many times being that it is a brand new unit. I have not used it for any emergencies yet and it has proven itself undependable. I can not continue to lug this back and forth for repair work because I have serious health concerns. Thank you

Desired Settlement: I would like a New functioning generator or a refund so I can purchase one that does work when it should.

Business Response:

Generac Power Systems would like to thank Mr. ******** for contacting us regarding the problems he has experienced with the purchase of his generator.  We have been in contact with our customer service department and they are reaching out to Mr. ******** to discuss this complaint and offer a resolution on this matter. 

Regards,

Generac Power Systems

Consumer Response:

[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.]

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID *******, and find that this resolution is satisfactory to me.  I spoke with ***** from Generac ###-###-#### Ext.# **** and she agreed to replace the generator. She promised to contact me with details and an ETA.

 

Thank you very much for your assistance with this matter. What can I say except, I'm very very impressed with how quick you expidited this.

Regards,

****** ********

 

Consumer Response:

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID *******, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

Hello BBB, I have not heard from Generac about the delivery of a new replacement generator as I was promised. I have contacted them several time but have gotten no response. An approximate date would be helpful. Complaint# ******* Sincerely, ****** ******** ###-###-####

Regards,

****** ********

 

Business Response:

Generac Power Systems would like to thank Mr. ******** for contacting us regarding his complaint with us.  The Generac Power Systems customer service department will be in contact with Mr. ******** in the very near future regarding the status of his repalcement generator.

Regards,

Generac Power Systems

12/28/2012 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: While under warranty the generator quit working. Contacted Generac to find recommended repair facility. Brought it in May of 2012 to be repaired. Contacted Generac multiple times over a 5 month period until they finally sent out a part to try. The part did not fix the problem. It is now November over 6 months after the generator was brought in for repair and I can not get a response from Generac on what is going to happen next. Generac customer service says they can not help because there warranty parts/service goes through a company called **** ******** and there is now way for Generac to contact them to find out. I did not buy a **** ******** generator I bought a Generac generator. File #******.

Desired Settlement: After 6 months I would assume Generac is not planning on repairing the generator. I would expect a new one to have been sent to me already with a new 2 year warranty. Not a reconditioned one but a brand new one.

Business Response:

Generac Power Systems would like to thank Mr. ******* for contacting us regarding the problems he has experienced with the purchase of his Generac generator.  We have been in contact with our tehcnial service department and our customer service department and they will be working with your service dealer to provide you with a new generator.

We apologize for any inconvienences that this may have caused and please use our customer service department at ************* under case number #****** should you have any further quesitons regarding the replacement unit.

Regards,

Generac Power Systems

Consumer Response:

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID *******, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

 After filing a complaint and getting a response from Generac saying they will replace the Generator I called the Woman who was handling the case for Generac. She informed me that they would be sending me a new generator and that it would ship within a week. I assumed that it would be so I did not continue with the complaint within the 10 days required. That was over three weeks ago. I called her and left 2 messages last week with her and no response so I emailed there customer service department letting them know I would be contacting the BBB again. On Friday the 7th I got a voice mail from the woman who is handling the case for Generac and she said sorry for telling me it would be a week but the Generators are on back order. I called her back to find out how long they are on back order and have not heard back. The first part Generac thought might be the problem took 5 months to get because it was on back order. I do not think it is fair to have to wait that long again or even longer for a new generator. This has been going on since May 9th 2012. Generac Case #******. Is there any legal action that can be taken against Generac? Thanks, ******


To me after 7 months I do not believe they are going to either repair or replace my generator. If they can not send me a new generator within a weeks time I would like a refund for the full amount of the Generator which is $449 so I can purchase a new one.
Desired Settlement: Refund-Check

Regards,

****** *******

 

Business Response:

Generac Power Systems would like to thank Mr. ******* for contacting us regarding the problems he has experienced with the purchase of his Generac portable generator.

In reviewing the case notes on this complaint, Generac has agreed to replace the generator and unfortunately it is taking longer than expected which is a direct result of increased order rates and depleted inventory from Hurricane Sandy.  The Generac customer service department is in the process of getting this individual shipment moved up in the shipment schedule which is unfortunately more difficult than it sounds.

The Generac Power Systmes customer service representative who is handling the case will be contacting Mr. ******* this Monday to provide him with an update.

Once again, we apologize for the delay in getting the generator shipped out in a timely manner.

Regards,

Generac Power Systems

12/22/2012 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I purchased a new portable Generac generator in June, 2012. The product proved defective. Generac company had us bring the generator to their repair dealer in our area. They tried to repair the generator. The repair man said it was not fixable. Generac said they would send a new replacement generator, after much going back and forth. We have since gone thru hurricane Sandy and was without water or power for 4 consecutive days. We have not received our generator, Generac has the original generator we purchased and we do not receive return phone calls. The last person we actually spoke to,( who is our supposed case manager, Jenny) told my wife she had to speak to someone else first and would get back to us that day. Nothing! Since then I have called and have received no call backs. I have never encountered such bad business behaviour from any comany much less such a well known company.

Desired Settlement: My $1200 for the lemon generator purchase!!

Business Response:

Generac Power Systems would like to thank Mr. *** for contacting us regarding the problems he has experienced with his purchase of a Generac Power Systems portable generator.

In reviewing the information provided in the complaint, we were able to locate a case number of ****** with our customer service department.  The case notes indicate that the replacement generator has shipped out to the dealer on 12/6/12 and that our customer service representative has been in contact with Mr. ***.

Once again, we apologize for the problems Mr. *** has experienced and should he have any other questions or concerns the Generac Power Systems customer service department can be reached at *************.

Regards,

Generac Power Systems

12/21/2012 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I have had my generator at a Generac Authorized Dealer since October 27th 2011. ******** ***** ********* in ********* **, completed the work and a warranty request was sent according to Generac customer service on 12/4/12. She told me that the turn around on getting my generator back would be 8 business days. I contacted ******** ***** ********* today 12/17, and they said that Generac will take months to approve my warranty. The dollar amount for the warranty work is $91.51. I then called Generac customer service again to tell them that they are telling me two months until I can get my generator. I asked to speak to a ********** and was given a phone number where I could contact them. I called the number and it was the same call center that I had called before and they refused to let me speak to anyone to push this along.

Desired Settlement: I would like the warranty authorization to be completed so that I can get my generator back. Months is not an acceptable time period to replace a simple part and get reimbursed.

Consumer Response:

[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.]

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID *******, and find that this resolution is satisfactory to me. 

Regards,

****** *******

 

12/17/2012 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: Purchased a Generac ****** generator. Gasket head on the unit broke after less than 6 hours. By broke, it cracked in half. Called Generac (and emailed) as was told to bring to an authorized service dealer which I did. The dealer said they did not want to work on it because the unit only had less than 6 hours of usage and they were concerned that the unit was defective and did not want to be on the hook for other things breaking. Reported this to Generac, who wants me to get a second opinion. I do not believe that it should be the customers responsibility to keep looking for second, third and fourth opinions to get this fix. However, I agreed to have it sent to another dealer. Generac customer care ********** was to find a dealer that would handle and call me back. She has not called me back despite my calls and emails to find out what is going on. Further, it is of my opinion as well as the authorized dealer that the whole unit is defective. When I spoke to the numerous **********s at Generac they communicated to me that they believe it is acceptable to have this not be repaired for several months. Yet, they do not find it acceptable to send me my money back until they fix it. I have pictures and additional notes to share when I hear back from someone. I work in Service area for a large enteprise. We would NEVER allow this kind of treatment of our customers. Unreal.

Desired Settlement: I would like a full refund. I have zero confidence in this company to be able to fix my unit. Further, one of their authorised dealers has already said that they too would not fix either. And Generac appears not to be able to find a dealer who would be willing to fix.

Business Response:

Generac Power Systems would like to thank Mr. ******* for contacting us regarding the problems that he has experienced with his purchase of a Generac Power Systems portable generator.

We have been able to locate case number ****** in which our customer service department has been communicating with Mr. ******* in an attempt to have the generator repaired.  The request for a refund or replacment has previously been reviewed by our customer service department with the instructions that the generator would need to be taken and inspected by an authorized service dealer prior to any decisions being made.

Once again, we apologize for any problems Mr. ******* has experienced with his purchase and we encourage him to continue working with our customer service department regarding his complaint and resolution.

Regards,

Generac Power Systems

Consumer Response:

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID *******, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

Generac has failed to recognize that this unit (******) has already been brought to an authorized dealer (****** ***** ******* in **********, **) that they instructed me to on November 1, 2012.  That dealer would not fix the unit because they felt the whole unit could be defective since it only less than 6 hours of use.  Yesterday evening Generac customer care suggested I now take my unit to a second dealer.  A dealer who is some 40+ minutes away.  There are numerous dealers closer, but I assume that those dealers would not touch it either when they contacted them and explained.   They further suggested that I would have to wait an additional 3+ weeks for this dealer to come pick up this unit.  And make no asertion that this unit will be fixed at that time.  Just that they will look at it.  That suggest that the consumer would need to wait 2 months for a repair after already brought to THEIR authorized dealer.

I belive that I fulfilled my requirements with regard to the warranty by going to the authorized dealer that they initially suggested.  I believe that Generac should infact give me a full refund or a replacement unit.  The suggestion that I go to a second dealer where I must find a resource to help transport (this is a large unit for one person to lift), take additional time off from work when I already did all of this is punitive to a consumer. 

[To assist us in bringing this matter to a close, we would like to know your view on the matter.]

Regards,

***** *******

 

Business Response:

Generac Power Systems would like to thank Mr. ******* for contacting us regarding the problems that he has experienced with the purchase of his Generac Power Systems portable generator.

In researching this complaint were able to locate where Mr. ******* had been in contact with our customer service department under our case number ****** and we were attempted to resolve the compliant by having the generator repaired.  Generac Power Systems has reviewed the case and has reached a decision to have the generator replaced instead of having it repaired by a service provider.

We again would like to apologize for the problems that Mr. ******* has experienced.  The Generac Power Systems customer service department will be in contact with Mr. ******* regarding the replacement generator.

Regards,

Generac Power Systems

12/15/2012 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: RE: Generac Generator Malfunction (17Kw Generac Home Standby generator with 200 amp service rated nexus smart transfer switch) Model: 0060531 Serial Number: ******* Last August 2011 during hurricane Irene, our entire basement was flooded and we lost everything including some memorable and irreplaceable items. In October 2011, when we were hit with the snowstorm, we again lost power and we were forced to stay in a hotel. We vowed not to be caught in a situation without power again. So we began the process to purchase a generator that would provide us with full back-up power during a power outage emergency. After reading about your products and services on your website and speaking with several electrical service providers and obtaining several estimates, we decided on the Generac Generator. We were confident in our choice and certain that our money was being invested wisely. We were “guaranteed” (based on info from your website and various electricians) that this generator would provide us with full power during an emergency and we could essentially function normally. So when hurricane Sandy hit our area this past October 2012, we felt we were prepared. Unlike many of our neighbors, we would have back up power and might even be of assistance to those around us. Much to our surprise and disappointment this was not the case. When the power went out the generator kicked on as predicted. However, about 18 hours later it stopped running. The generator shut down three times during our two-week power outage. Each time it did this it became more and more upsetting for us. The second time it ran a little less than 18 hours and the final time before it shut off it ran about one hour. Each time involved contacting our service provider to come out and fix what was supposed to be a defective part. The service from our electrician was terrible, partly due to so many other Generac generators having the same problem as ours (he told me he had the same problem with three other customers in our area) and partly because the electrician has poor customer service skills (no call backs, poor follow up). You have no control over the electrician in this case, but you do control the quality of your products and the Generac product we purchased “sucks”. The quality of this product is so poor it makes me sick to think about it. While this was an extremely stressful time for everyone, it proved especially stressful for us because each time the generator started working we thought things would be okay. We were terribly distressed to find out several hours later that it was not okay. Each time we became more and more disappointed. We had to purchase a portable back-up generator to back-up your defective Generac generator. This was extremely aggravating experience for us. It is upsetting that we invested in a highly recommended product and that our hard earned money was wasted on a defective machine that served us no purpose when we needed it most and is still not working. I think you should know what we went through and perhaps it will motivate you to improve the quality of the products you manufacture. I try very hard to support American manufacturers, but it is hard to continue to do so when I have experiences like this. When will you guys wake up and realize that products “made in America” should be the very best products in the world.

Desired Settlement: I want a new product or a refund

Business Response:

Generac Power Systems would like to thank ***** ****** for contacting us regarding the problems experienced with the purchase of your Generac Power Systems generator.

A copy of this complaint in being sent to the techncial service manager for Generac Power Systems with the request that they follow up with **** ****** ******** as they have submitted for warranty coverage on your generator. 

We do want you to know that we take this type of complaint very seriously as the problems you have experienced are not indicative of the quality of the generators we manufacture.  The techncial service department at Generac will be in contact with the service provider to discuss these repairs to ensure that it has been repaired properly, as multiple failures in such a short time of the same part or differnet parts may be a result of the root cause not being identified and / or repaired.

Generac Power Systems will be able to provide a more informed response to this complaint once our technical service department has had the opportunity to work with the service provider regarding what repairs have been performed to the generator.

Regards,

Generac Power Systems

 

12/10/2012 Guarantee/Warranty Issues | Read Complaint Details
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Additional Notes

Complaint: I purchased A Generac GP3250 generator on January 5, 2012. The generator worked great the first few times I used it. In September of 2012 I used it on a camping trip to power a small camper. The first night the generator worked great, no problems. The second day the generator stopped working in the middle of the night. Thinking it wa low on oil, since it has a low oil shut-off, I checked that first. It wasnt. after repeated attempts to restart the generator I gave up and brought it home with me. I contacted Generac as to a warranty location close to me that could look at it. I took it to their recommended location. I was called a few days later and told that the connecting rod in for the piston had broken putting a hole in the engine block. The motor was junk. The repair man said that their were signs the engine was run low on oil, even though thisunit comes with a shut-off to prevent that. Generac denied the warranty claim. After repeated attempts to have them warranty this generator, I was told by ********** on the "Resolution Team", that it was obvious that their fail safe, the low oil shut-off, had worked because the engine stopped running. I explained to her that the engine stopped because the connecting rod broke in half. She told me that they would not repair their generator that only had 20-30 hours of use.

Desired Settlement: I would like Generac to refund my purchase price of $399.99. I would either like a refund or a replacement of the unit I had purchased.

Business Response:

Generac Power Systems would like to thank Mr. **** for contacting us regarding the problems he has experienced with the purchase of his Generac portable generator. 

In reviewing this complaint we were able to locate case notes from both our customer service department as well as our technical service department regarding the generator.  The engine failure as described by the service dealer to our technical service department is a result of the generator being run with lack of oil which would not be a manufactring defect.  The other notes indicate some confusion regarding what may or may not have happened with the disconnecting and/or reconnecting of the LOP switch on the engine.

The Generac Power Systems customer service department has previously made the decision that this is not a repair that will be covered under the factory warranty given the failure type and the circumstances surrounding the failure.  Generac will be unable to provide Mr. **** a refund as requested or provide a replacement generator at NC.

Regards,

Generac Power Systems 

Consumer Response:

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID *******, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

There was no confusion in regards to the LOP switch. I told the repair facility that I disconnected it to test that it was working properly. I then reconnected it.  The engine was never running with it disconnected. I explained to Generac's engineers that the engine can not operate with that switch unplugged anyways.  And it is an obvious lack of the LOP switch functioning! If the mechanic said is showed signs of low oil, and the switch did not shut it off before the engine blew up, I think it is obvious the switch did not work. I talked with *** from **** ***** *******, Generacs warranty repair place, as to whether they had problems with this switch in the past, and he said "Generac side stepped this question." Generac is trying to bully its way out of repairing an issue that they know is not my fault.

Regards,

******* ****

Business Response:

Generac Power Systems would like to thank Mr. **** for contacting us regarding our response to his complaint, unfortunatley our response did not meet with his approval.

Generac Power Systems has not had any activity with they LOP switch found on this model that would lead us to believe that a problem exists with the product.  The information previously provided by both the service dealer and consumer resulted in our customer service department informing Mr. **** that the repairs woud not be a covered item under the factory warranty.

Generac Power Systems has previously reached the decision not to cover any repairs, and while this is unfortunate that it does not meet with the approval of Mr. **** no changes will be made.

Regards,

Generac Power Systems

12/10/2012 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: Please keep in mind that I was one of the thousands of people affected by Hurricase Sandy starting on 10/29/2012. Below are the steps I took in this long process: 1. Purchased Generac XG7000E at ***** ** ****** ***** ** on 10/31/2012 for $1,269 plus taxes. 2. Stopped working on Monday night around 7:00pm, 11/5/2012. 3. Took a day off from work. Called ###-###-#### from ###-###-#### on 11/6/2012 for Technical Support numerous times in order to try and restart it. Additionally, contacted all of the certified Generac service centers near my zip code, *****. A couple of them were destroyed by Hurricane Sandy because of their proximity to the shores. The rest could not diagnose my generator for 7-10 days as thousands of people were left without power in the tri-state area, and as a result all repair shops were backed up for days. The best the repair shops could do was to put my name of their long lists, and hope for the best. 4. Called ***** store in ****** **** to see if they would exchange or refund me. Store manager, ***, said policy is not to accept returns in regards to generators that have already left their stores. 5. Had to rent a generator from **** *****, $66 per day plus fees, in order to get through the night on 11/7/2012. 6. Finally, I was able to reach a repair shop, *** **** * *****, that would be able to diagnose my Generac generator that same day, 11/8/2012. The diagnosis found a ‘broken exhaust valve, and as a result a brand new motor was needed. Spoke with ***** on 11/8/2012 from ###-###-#### around 4:00pm, quickly discarded me and asked me to contact a certified Generac certified service center. Also, stated that Generac does not ‘refund’ anyone for generator rentals when I mentioned that my new Generac generator had stopped working and I had to rent a generator to get through the cold night on 11/7/2012. Moreover, I mentioned the option to buy another generator, and return the broken one (an exchange). Could not help me, and told me to call headquarters to discuss both options. No information was noted by ***** for escalation or follow up purposes. 7. Had to rent a generator from **** *****, $66 per day plus fees, for a second night in a row in order to get through the night on 11/8/2012. 8. Called ###-###-#### from ###-###-#### and spoke with *** on 11/9/2012 around 9:00am, took all of my contact information. Would escalate to Tech Support Department, and get a call back sometime on Friday, 11/9/2012. Asked *** to please have the replacement motor shipped overnight to *** **** * *****. Called the repair shop, *** **** * *****, to verify that *** did follow up with providing the repair shop a ‘control number,’ but nothing was determined as per *** around 12:05 on 11/9/2012. No replacement motor was being shipped (overnight or not) at that point. 9. Called ###-###-#### from ###-###-#### and spoke with ***** on 11/9/2012 around 12:20pm, took all of my contact information again. Would escalate to the Customer Support Manager which would check on the information entered by *** earlier that day, and I should expect a call on Friday, 11/9/2012 OR Saturday, 11/10/2012. I stated to ***** that I would contacting the Attorney General and would be taking any legal recourse possible if I did not receive a resolution (via phone) by the end of the day on 11/9/2012. 10. Spoke with **** on the afternoon of 11/10/2012. **** stated that *** **** * ***** were closed for the day (probably half day), Saturday, and that he would reach out to *** again on 11/12/2012. 11. Spoke with **** on the morning of 11/13/2012, and he stated that they are still trying to locate the part (motor), and get it shipped out to *** at *** **** * ****** Asked if they could ship it overnight, but **** said first they need to locate the location of the motor. *** should be following up on the status of the new motor and delivery status. 12. As of today, 11/15/2012, the new Generac generator I purchased has not been repaired. My power was 'thankfully' restored on the night of 11/9/2012, BUT Generac has NOT shown any urgency in getting the new Generac generator repaired. My family and I could have been freezing since 11/9/2012, and they could not care any less. This is NOT an acceptable way of doing business. Sincerely, **** ******

Desired Settlement: Refund my credit card, and take back Generac generator.

Business Response:

Generac Power Systems would like to thank Mr. ****** for contacting us regarding the problems he has experienced with the purchase of his Generac portable generator. 

In reviewing the complaint, we have located a case number of ****** that has been started by our customer service department who has been in contact with Mr. ****** regarding the status of the repair.  The problems that Mr. ****** has experienced are not indicative of our product and we regret that the generator did not perform up to his and our standards during hurricane Sandy. 

We do understand that Mr. ****** was one of millions of people that were affected by Sandy and we will do everything possible to get the generator repaired and back to him to be used during future outages.  The Generac Power Systems customer service department is communicating with Mr. ****** regarding the status of the repair and we encourage him to continue to use them as his direct contact with our company.

Once again was apologize for the problems that Mr. ****** has experienced and we will be repairing the generator under the factory warranty and will not be refunding him for the purchase of the generator.

Regards,

Generac Power Systems

Consumer Response:

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID *******, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

I am requesting a refund at this point, and they can have the generator picked up by *** or *****. The way Generac treats any customers with similar issues as mine is completely unacceptable.

 

Regards,

**** ******

 

Business Response:

Generac Power Systems would like to thank Mr. ****** for contacting us regarding our response to his initial complaint and apologize for any problems he has experienced with his purchase of his Generac portable generator.

The part needed to repair the generator as identified by the service dealer has been delivered to them which will enable them to make the repair and return the generator to Mr. ******. 

Generac Power Systems will not be able to honor the request made by Mr. ****** for a refund, however we will be able to modify the warranty startdate of the generator to reflect the date the generator is repaired and returned to Mr. ******.

Regards,

Generac Power Systems

12/6/2012 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I purchased a Generac generator as protection against a loss of power due to a storm. On Sunday, October 28, Superstorm Sandy took out my power. My generator failed to turn on. I immediately called and emailed our Generac repair man. It has now been 14 days and not only do I still have no power.... no one from Generac has called me back or come out to repair my generator. Both me and my assistant have been calling and no one has returned our calls. This is unreasonable. I am completely dissatified with the product and service (lack of) Gererac has provided.

Desired Settlement: I need someone to come out and repair this. I have no idea when my power will come back and as the temeperatures falls I am concerened that my pipes will freeze and will then have even bigger problems.

Business Response:

Thank you for contacting Generac Power Systems regarding the problems you have had with your purchase of a Generac Power Systems generator.  The complaint does not provide any specifics that we can action against such as the name and number of the Generac Power Systems dealer you have been trying to contact or the names of the individuals from Generac that are not returning your phone calls.

Generac Power Systems has been on extended hours during the week and also every Saturday and Sunday for the past two weeks to make sure we are available for those consumer that need to speak with us regarding our product.  The number to call is 1-888-GENERAC and by doing a last name search it does not appear that we have started a case number for you. 

The best course of action at this time is to contact our customer service department at the number provided above and they can assist you in finding a Generac authorized service dealer to service the generator you have purchased.

Once again we apologize for the problems you are experiencing and would encourage you to contact our customer service department and allow them the opportunity to assist you.

Regards,

Generac Power Systems

 

Consumer Response:

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID *******, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

Nonsense ***** has been servicing us for years and has nit returned a phone call or email for over two weeks that we have left numerous messages asking he contact us. This should be unacceptable behavior for a Generac Authorized Service company and too we paid him 2-3 months ago for installing a new battery which was dead when needed two weeks ago and certiy has a warranty implied or actual which he need to replace and when he didn't because he has disappeared i had to pay for and so your response  is an unacceptable one. He has a duty as your authorized service to return to our home and to refund the  battery and service charge he made.

Instead of I "apologize that he has not responded back to you." you need to speak with him for answers and a refund of his serviced battery charge.

Furthermore, some, maybe all, dealers below seem all to eager  to price gouge by now wanting substantial payment for their travel time. No other repair servicers, phone ,cable, electrician, ConEd, carpenters, downed tree servicers, NONE CHARGE FOR TRAVEL TIME. THIS IS OUTRAGEOUS.


Cc Wisconsin better business bureau
 
******** ** ********* ***** ******** ************* ************* *********************************** *********************************

On Nov 14, 2012, at 12:40 PM, "Customer Support" <customersupport@generac.com> wrote:

Good morning ********,
 
Thank you for contacting Generac Power Systems. I apologize that he has not responded back to you. What we can do is recommend to contact a couple different dealers as ***** may be filled and busy due to all the storms. I apologize for the inconvenience. I have provided a list below. Please let us know if you have any questions.

Thank you,
Generac Customer Support
 
 
From: noreply@generac.com [mailto:noreply@generac.com]
Sent: Monday, November 12, 2012 9:38 PM
To: Customer Support
Subject: Contact Us Form - 2
 
Topic I Have a Product Inquiry

Contact Information

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**
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*****
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Inquiry Details
We have used ***** cutler to serve us We need your help for years as he was recommended by you as your authorized service man *** *** **** ********************. He installed a new battery 3 mos ago yet generator failed when Sandy arrived and your man ***** has not responded to numerous emails and phone cals
 


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Regards,

******** *********

 

Business Response:

Generac Power Systems would like to thank Mr. ********* for responding to our request for additional information.  We have contacted ***** at the number provided and the name of the company is Granite Corp who is an authorized sales & service dealer for Generac Power Systems. 

In speaking with *****, he indicated that his voicemail did get full with consumers contacting him looking to purchase genrators, perform maintenance, and service repairs as a direct result of the impact of Hurricane Sandy.  He did indicated that he would contact Mr. ********* directly at the phone number he had listed for him.

If Mr. ********* would like to speak direclty with a Generac Power Systems customer service agent regarding any other concerns we may have, we would encourage him to contact us at 1-888-GENERAC.

Regards,

Generac Power Systems

Consumer Response:

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID *******, 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,

******** *********

MY VIEW IS THIS IS A NONSENSE RESPONSED. I FIRST CALLED ***** ****** AND EMAILED HIM BEFORE TH HURRICANE ARIVED. I CALLED AND LEFT HIM A DOZEN VM PHONE MESSAGES AND NUMEROUS EMAILS.
HE TELPHONED ME YESTERDAY MID DAY AND SAID HE DOES NOT READ EMAILS AND DID NOT LISTEN TO ANY VM MESSAGES
THEN HE SAID HE WOULD COME BY ion WED (HIS CALL WAS ON Monday). HE FURHER SAID HE HA OTHER CUSZTOMETRS

I REMINDED HIM THAT HE HAD PUT A BRAND NEW BATTERY IN THE GENERATOR JUST 2-3 MOS AGO AND IT WAS DEAD. HIS RESPONSE WAS HE WAS BUSY AND ALSO I SHOULD HAVED HAD A SERVICE CONTRACT. I SAID REALLY? WHAT GOOD WOULD THAT HAVE DONE OR DO IF YOU ARE ONLY CALLING ME BECAUSE ,AS HE SAID TO ME, HE WAS CALLING "BECAUSE GENERAC TOLD HIM TO CALL ME AND NOT IN RESPONSE TO MY CALLS OR  EMAILS AS HE HAS NOT HEARD OR LOOKED AT ANY OF THEM.

WHAT KIND OF AUTHORIZED SERVICE IS GENERAC AUTHORIZING WHEN IT IS JUST ONE SINGLE PERSON OF A SO CALLED COMPANY WITH NO OTHER PERSONNEL TO EVEN HANDLE PHONE CALLS OR EMAILS OR TO RETURN CALLS AND WHO IS "AS HE STATED IT "IS BUSY"? HE CERTANLY HSAS NOT REPRESERNTED GENERASC VERY WELL. AND GENERAC'S CONTACTING HIM HAS TAKEN AT LEAST 4 WEEKS TO BOOT AS HE SAID HE JUST HEARD FROM THEM THAT I WAS LOOKING FOR HIM. AMAZING I CALLEED HIS NUMBER AND HE SAYS HE DOESn'T LISTEN TO VM'S AND HE DID'T READ EM's YET GENERAC GOT HIM BUT A MORE THAN A MONTHAFTER I CONRACTED THEM

UNDOUBLETDLY ***** WILL SHOW IUP SAY  ANOTHER NEW BATTERY IS NEEDED AND FIND OTHER ISSUES AND CHARGE US DESPITE HAVING REPLACED THE BATTERY AS MENTIONED 2-3 MIS AGO AND WAS SUPPOSED TO MAKE CERTAIN THE GENERATOR WAS IN GOOD WSORKING ORDER.


I HAD CALLED HIM BECAUSE THE WEEKLYAUTOMATIC  RUNNING OF THE GENERATOR WAS NOT HAPPENING. AGAIN I CALLED HIM BEFORE THE HURRICANE AND HE DID NOT RESPOND AS HE ALSO DID NOT AFTER THE HURRICANE

HOW CAN ANYONE RELY ON GENERAC AUTHORIZED SERVICE GIVEN THE EXPERINCE DISCUSSED HERE?

 

Business Response:

Generac Power Systems would like to thank Mr. ********* for contacting us regarding our previous responses to his complaint.

Generac Power Systems has responded to every request made by Mr. ********* in a timely manner once the information requested was provided, which includes contacting Granite and requesting that he follow up with Mr. *********. Unfortunatley, it appears that the relationship between the two parties may be beyond repair.  Generac Power Systems has numerous authorized service dealers in the area who are able to peform warranty repairs and / or maintenance on the generators.  Mr. ********* has that information as it was provided in a previous response.

While Generac Power Systems would like to believe that all of our dealers interact with every customer in a postive light, we can all agree that is not always the case which is why the consumers have a choice of which service provider they would like to use.  The fact remains that with the volume of Generac generators that were sold over the past 20 years into the market and Superstorm Sandy impacting 8 million people without power at one time and for such a long duration they dealers in the area prioritized their workload focusing on customers that purchased product from them or had maintenance agreements with them. 

Generac Power Systems has spoken with Granite regarding this matter and if Mr ********* continues to be unsatisfied with Granite then we would suggest that he contact a different service provider in the area.

Once again we apologize for the problems that Mr. ********* has experienced.

Regards,

Generac Power Systems

 

Consumer Response:

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID *******, 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,

******** *********

GENERAC:

Generac Power Systems may have itself responded to every request made by Mr. *********  in  a timely manner but Granite did not follow up with Mr. ********* until Monday Nov. 26, 2012 which was SEVEN weeks after my first call and em of nine EM';s and 9 VM message left over the follong two + weeks. Mr.**** ****** called as noted this past Monday and said he could not come any sooner thanWEd1/29 at 8:30 AM

I have no idea of whetheror not  he shoed up as he did not ring our doorbell or leave a note, card or bill in door or mailbox and so I called him on Wednesday and left VM on his cell phone and em'd him as well asking what he found and did and as of today Fri 11/30 at 1:11 PM I have had no response

I will be verfy happy to hear from Mr. ****** as soon as he can possibly do so
Thank you for following up.

Regards,

******** *********

Regards,

******** *********

Business Response:

Generac Power Systems would like to thank Mr. ********* for contacting us regarding our previous response to this complaint. 

In reviewing the latest response we are a somewhat confused with the days and dates listed in the response.  As we understand it, Granite was scheduled to come look at the generator on Thursday the 29th of November and that he had spoken with ******** ********* on Friday the 30th regarding his service call. 

It appears that from the information we have the generator is actively being serviced by ******* and if that is not the case please do not hesitate to contact our customer service department for assistance at 1-888-GENERAC.

Regards,

Generac Power Systems

Consumer Response:

Problem:

I purchased a Generac generator as protection against a loss of power due to a storm. 


On Sunday, October 28, Super Storm Sandy took out my power. My generator failed to turn on. I immediately called and emailed your authorized servicer who has been servicing us for several years.


I did not hear from him until NOV 29 as you know, over one moth later. 


Not one of my numerous emails or telephone calls did he respond to, neither   calling me back nor come out to repair my generator. 


Both me and my assistant have been calling and no one has returned our calls. This is unreasonable. 


I am completely dissatisfied with the product and service (lack of) you  have provided. About 3 months ago Mr ****** replaced the battery, yet the battery failed to work and I finally engaged an electrician to take a look and he said the battery was  dead and he replaced the battery with another new one. The generator started up MANUALLY.  However, he said it may be that there  is something else wrong with the generator and a someone skilled in servicing a Generac generator should check it out.


Mr ****** finally showed up last week, said a part was needed and ordered same.


Why should i not be hugely disappointed in being unable to reach you Generac, or Mr. ******  or any other authorized Generac servicer who would come to our home, and one reached would only do so  for a an unreasonable price.......travel charge of $190!

 
******** ** ********* ***** ******** ************* ************* *********************************** *********************************

Consumer Response:

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID *******, 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,

******** *********

 

12/6/2012 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: Approximately one year ago, I purchased a Honeywell 15kw generator from Costco. The model # *******, serial #*******. This generator was installed and tested by an authorized dealer and was certified to be in an excellent working condition. During this time, we did not have to use this product for any length of time, as the weather was fine in our area. Two weeks ago, during hurricane Sandy, we lost power in our household, like many other residents around our area and were forced to use the generator at that time. The generator did automatically turn on, like it was supposed to, when we lost power and everything seemed to be working well. Unfortunately, our luck ran out after 36 hours. The generator stopped working, and began to display the error message - "Stopped Alarm - Under Voltage". As soon as it happened, we started calling Generac Technical Support without any luck. We literally spent countless hours on a phone, and by the time we were asked to leave a voice mail, the mail box was full. Our attempts to call Technical Support lasted several days. In the meanwhile, our entire family that includes two little kids were left without power in a cold house. While I realize that many other people in our state were in the same situation, this is EXACTLY why we invested a large sum of money into your product, to avoid a situation like this and to protect my family and my residence from the loss of power conditions. Unfortunately, it did not help. We were left with a generator that only worked for 36 hours (it required maintenance only after 240 hours based on a manual) and all of our attempts to reach Technical Support and request maintenance were unsuccessful. We still did not receive any calls back from Generac to-date and reached out to the authorized dealer for repairs. The generator is still NOT repaired, at this point, and we are facing another upcoming storm.

Desired Settlement: At this point, the generator is still not repaired. I would like for repair to take place immediately. Additionally, I would like for my warranty to be extended from the day when the repair is completed. Lastly, no consumer needs to go through the same frustration as what I went through and I would like to receive an apology from the company.

Business Response:

Generac Power Systems would like to thank ********* ******* for contacting us regarding the problems experienced with the purchase of a Generac residential generator. 

The Generac Power Systems technical service department was contacted by one of our service providers (Modern) on 11/5/12 which appears to be our first contact regarding the failed generator.  We do have a customer service department that can be reached by calling 1-888-GENERAC who were answering phones before, during, & after Sandy 7 days a week during which time the voicemail box was emptied daily, our apologies if ********* ******* was not able to reach us.

The generator, according to Modern, has been repaired as of 11/19/12 and it operating properly.  We apologize for the problems that ********* ******* has experienced and we will be modifying the warranty start date to reflect the date of the repair.

Regards,

Generac Power Systems

Consumer Response:

[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.]

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ******** and find that this resolution is satisfactory to me. 

Regards,

********* *******

 

12/2/2012 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: The 14KW Generac standby generator I bought failed after 116 hours of service in the middle of hurricane Sandy. My certified Generac installer told me that he had about 20 similar failures (low voltage alarm), including one that had been installed one month ago. He could get no response from the company to determine what parts are needed. I called the company many times and calls were referred to a call center with little knowledge and no help. It is under warranty, but I can get no one to service it because the company apparently does not support repair and obviously has defective products.

Desired Settlement: My first choice would be to return the unit for credit, since there are many complaints on line about the quality of the product and the lack of company support. Also reports of failures after several repairs and a terrible attitude from the company. I intend to look into a class action suit.

Business Response:

Generac Power Systems would like to thank Mr. **** for contacting us regarding the problems he has experienced with the purchase of his Generac generator.

We would like to further review this complaint but will need some additional information in order to do so.  The generator model and serial number located on the generator data, the selling dealer, and the names of the local service dealers that Mr. **** has spoken to regarding the servicing of his generators.  Once this information is received we can work with Mr. **** on having the unit inspected and make an informed decision on what is wrong with the generator and if it is repairable.

Once again, we apologize for the problems that Mr. **** has experienced and await the information needed to properly address his concerns.

Regards,

Generac Power Systems

11/27/2012 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I decided to replace my old, problematic ****** ********* generator, with a new, higher quality unit. After reading reviews on the larger portable units, my choice was narrowed to two manufactures; ***** and Generac. My electrical needs dictated a machine with a 6000 to 8000 kW capacity. Both companies offered equipment in this range as well a several units with homeowner, commercial, and industrial ratings. I decided to buy American (we need the jobs!) and to buy an upgraded, commercial unit, just in case. I purchased my Generac ****** from N******* **** **. and had it shipped by truck to my home. The installation was very straight forward and because of my previous unit, all the electrical lines, grounding and platform were in place. However, because I had had problems with gasoline's gummy aging issues in the past… and yes, I did use the additives… I decided that I would add a small amount of fuel to the new Generac, test the starting of the engine, and let it use what small amount I had in the tank, stopping when the carburetor ran dry. I wanted the gas tank and carburetor empty. I then removed the spark plug, and lightly oil down the cylinder walls as recommended for storage, or until I needed to use it. Last week, as the hurricane Sandy approached, I filled the Generac's gas tank and assured my family that we've done everything that we could do to get ready. The winds were high, our neighborhood's trees started to fall, and we lost power around eight that evening. It was clearly too dangerous to walk across the yard to our garage, so I waited until the morning to power it up. The generator started on the first pull, but when the transfer switch was turned on in the house… no power! I ran back to the garage and pushed the circuit breakers buttons on the generator… no lights in the house. This (yet to be used) generator was not working. I called Nothern Tool and they told me to contact Generac, which I did (and waited for 20 minuets!) and spoke with a customer service rep. He told me that I had to transport the unit to their local dealer/service center… a well respected local generator installer, ********** Generator in ****** **. As bad as the weather was, I borrowed the neighbors station wagon and dropped it off that afternoon. ********** was clearly overwhelmed with service calls, but said that if I left it, they would have someone take a look at it in the next two to three days! It was made clear to me that their customers would have priority, which I understood. I went home to a dark, cold, waterless house. In the next few days our home dropped to 52 degrees, we had thrown out our spoiled food, used the showers at the high school, overdressed to stay warm, and carted our water from the forestation. My family was miserable and I was not a happy camper. Four days later, Cannondale's mechanic was able to look at my unit and told me that it had factory defect and should have never have gotten past quality control at the factory… and to top things off, he did not have the parts needed for repair. I was in shock. I had prepared for this event by purchasing a quality generator, and I got a lemon! I left the shop and called Generac from my car. Once again I was placed on 'hold', having to listen to Generacs recorded promotion… telling me of their 'reliable solution', assurance of 'real value', that I would 'never feel powerless',and insuring the quality of their 'largest, nationwide dealer service'. Once again customer service eventually answered my call. After I explained the experience that I've had with their product and stating that I would like Generac to provide a replacement unit, or a refund, the rep. apologized profusely, but insisted that refund or replacement was not the policy of Generac, but they would honor the 2 year warrantee by repairing the unit. I informed him of the lack of parts and that no completion date was offered to me. He again apologized and informed me that this was all that the factory was prepared to do! I asked if I could speak with his supervisor… there was a pause, and he the told me that he was the supervisor… in fact, that he was the Vice President of Sales for Generac, and simply helping out with the phones because of the flood of calls due to the storm. I was speechless. It was clear that Generac had no interest in customer satisfaction. If not a refund or replacement, why not offer a repair priority? or FedEx the needed parts? or extend the warrantee? The apology was simply not enough. It was Saturday, and on my ride home, I was informed by radio newscast of the new *********… a storm to arrive Wednesday with 60 mph gusts. While I owned a Generac, I've been without its service through one of the largest storm crises in the history of the east coast. Generac has shown just how much they care about individual consumers who use their products. Note: The Generator was delivered to ********** Gen., (Generacs recommended service center) on Oct. 29. Today is Nov. 14th and I have not been contacted once in that period of time by either Generac or their service center, **********.

Desired Settlement: I've since called the CT attorney general's office for information. They informed me that consumer protection law in ** law gives consumers " the right to receive the product that functions as advertised, is free of substantial defects, and lasts a reasonable amount of time. This Warrantee of Merchantability is followed by most states in the country and expands a consumer's rights beyond any written warrantee". They also told me that if this unit had been used by me, it would then fall under the warranty provided by Generac. The engine clock on my unit reads 000... It was never used. They informed me that a factory defective unit would require the manufacturer to refund or replace. Generac stated to me that was not company policy.

Business Response:

Generac Power Systems would like to thank Mr. ******* for contacting us regarding the problems he has experienced with the purchase of his Generac portable generator.

In reviewing the complaint we have noticed that our customer service department has assigned a case number of ****** which can be used by Mr. ******* to get any additional information he might request regarding this matter.  The customer service department can be reached by calling *************.

Generac Power Systems is currently contacting the service dealer mentioned in the e-mail with the understanding that we will be replacing the generator for Mr. *******.  We apologize for the delay in getting this handled as this is not indicative our our company.

Regards,

Generac Power Systems

11/24/2012 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: In the past 2 years, since we purchased a Generac generator, we have maintained it well. It was run every week to 10 days for at least 30 minutes, and was covered when not in use. Yet, on two occasions, when there were power outages in our area and we needed a generator, it either did not start, or was already in a repair shop. Since I run a business out of my home, a working generator is particularly important. The unit has already be in repair 4 times!!! As I write this, the generator is again in a repair shop, and the person in charge of repair said he cannot get support from Generac, and thus cannot repair the unit. I could not get support on the phone.

Desired Settlement: It may be that the unit we purchased is a "lemon". Therefore, we would appreciate either a replacement, or refund. Ideally, we would like to have a WORKING generator.

Business Response:

Thank you for contacting Generac Power Systems regarding the problems you are having with your purchase of Generac generator and in order to properly address this complaint we will need some additional information to perform that task.

The complaint mentions several repairs that were made to the generator so we would request that the generator serial number be provided and the name of the dealer that has been involved in the repairs.  Once this information is received we will be able to properly review and respond to this request.

Regards,

***** *******

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID *******, and have determined that this does not resolve my complaint. 

Business requested more information - names of repair facilities that my generator has been sent to.  Here they are:

 

* * * ********** services   ###-###-####
******** ******** Supplies ###-###-####

 

Thank you,

*** *********

 

 

Business Response:

Generac Power Systems would like to thank Mr. ********* for providing us with the service dealer information so that we could contact them regarding the repairs being made to the generator.

We have spoken with American Arborist Supplies regarding the service work provided to Mr. **********.  The dealer has informed Generac that the service work performed was a result of fuel left in the carb and a previous service work for a battery that did not fit the unit and was installed with the incorrect polarity. 

From the information we have been able to gather, the problems to date with the generator are not manufacturing defects and in speaking with the dealer they acknowledged that it did take them longer to normal to repair the unit and that problem has been corrected.

Regards,

Generac Power Systems

 

Consumer Response:

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID *******, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.


I have been starting our generator every two weeks since last repair and running it for 20-30 minutes. It has worked every time. During Hurricane Sandy we lost electricity and started the generator. It started and worked for 10 minutes! Then stopped and would not start after that!! We were without power for the next 23 hours. This is more than inconvenient because I run a small business from my home office. What happened to "the customer is always right"? The bussiness puts the blame on the customer every time. An expensive item such as this generator is supposed to work in emergency situations, but does not!


We researched before buying this generator, and were assured it is a high quality product. It may be that this PARTICULAR generator is a LEMON, and would like to see it replaced. Thank you.
Desired Settlement: Complimentary Service

Regards,

*** *********

 

 

Business Response:

Generac Power Systems has received the update to this complaint and we are sorry to hear that the generator did not function properly during the latest power outage.  We woud direct Mr. ********* to our customer service department at 1-888-GENERAC regarding his request to have the generator replaced.  In most cases replacement inquiries are directed back to the selling party, however in this case our customer service department may be able to assist Mr. ********* with his request.  The generator will still need to be taken to an authorized service dealer for inspection prior to any decisions being made on a replacement unit.

Once again we apologize for the problems Mr. ********* has experienced and encourage him to contact our customer service department for assistance.

Generac Power Systems

11/23/2012 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: On August 11, 2012 I placed order # ****** with ******* ************ for a Generac **** residential generator and transfer switch. I paid them $3620,12 for the unit. The serial number on this unit is#*******. I received the unit from *** ******* on August 22, 2012. I had a slab poured and a propane tank installed and then had the generator installed on _________. The unit started and stopped and could not be restarted to test it. Mr **** ****** (**** ***********) is a licensed Generac technician. His report was that the magneto had fragmented sending debris all over the inside of the casing. He suggested that I needed to call the ‘resolutions’ department at Generac and see what they would do. On 10/8/12, I talked to **** ******, a ‘resolution specialist’ and she referred the claim to a (?technical disputes person) who was to evaluate the report from Mr ******. I requested that they send me a new unit. Ms ******, called and emailed me back that the warranty only guaranteed that they would fix the unit, and that they would send the parts to Mr ****** who would then come and fix the unit. Although I did not want a repaired broken unit and wanted the new unit I had payed for, she said that I had no other option. I met Mr. ****** at the site on 10/25/12 @ 10am. He worked until 5pm. He disassembled the entire unit (see photos) in order to replace the flywheel and the ignition coils on my brand new never used Generac **** unit. The disassembled unit is now a bunch of parts in a pile. Mr. ****** finally determined that the crankshaft was bent and he would be unable to fix the unit. There was no reason to reassemble the unit so he left it in over 50 pieces. On 10/26/12, Mr. ****** left me a message that he reported the problems to Generac and that I needed to call the resolutions department. As I write this I have been waiting on the phone for someone in the ‘resolutions’ department for 25min and 14 sec. Finally, a man named ‘*****’ came on the phone and told me that he was actually in ‘customer service’ that he would have to have someone in resolutions call me back. This was even though the automated extension indicated that I would be connected to someone in ‘resolutions’. Furthermore, he told me that he could not reference the ‘case #’ because that was in a different department. So, in reality, I waited the 30minutes so that they could have someone call me back. It is now Tuesday and I have not received a phone call, email, or any form of communication. Guess what else??? My power is off at the site do to the storm. I should have power from my new generator but I do not. Thank you Generac

Desired Settlement: Generac has taken money from me for a product that has never worked and does not seem to care that I need the product or the $$. Respond with a new unit and have it shipped and installed or refund my $3620.00

Business Response:

Generac Power Systems would like to thank Mr. ***** for contacting us regarding the problems he has experienced with the purchase of his Generac generator.  The information provided in this complaint has been provided to the Generac Power Systems ******* ******* who will be following up with the dealer involved in the repair and our customer service department.

The decision to replace the generator or refund the purchase are typcially handled by the company that sold the equipment and not Generac Power Systems.  However, we will be following up with those parties involved and will make an informed decision that will be provided to Mr. ***** through our customer service department or through the service dealer.

Once again we apologize for the problems Mr. ***** has experienced and will work towards a resolution to this complaint.

Regards,

Generac Power Systems 

11/2/2012 Guarantee/Warranty Issues | Read Complaint Details
X

Additional Notes

Complaint: WE PURCHASED A GENERAC GENERATOR FROM LOCAL DEALER ON 8/28/2012, ON 8/29 THE GENERATOR FAILED TO WORK. ON 8/31 I WAS INFORMED THAT THE CONTROL PANEL AND THE STATOR BOTH NEEDED TO BE REPLACED. THE STATOR IS THE GENERATOR ITSELF, A LARGE MAIN COMPONENT AND THE CONTROL PANEL SEEMS TO BE A COMMON WEAK SPOT IN THE SYSTEM. THE DEALER, ***** *** ********, *** ******* *** ******* ** ***** (TEL ###-###-####)AGREES THAT THE UNIT SHOULD BE REPLACED, IT ONLY RAN FOR ABOUT 20 MINUTES BEFORE THE MAJOR COMPONENT FAILURE. GENERAC HAS INFORMED ME THAT THEY WILL ONLY REPAIR NOT REPLACE THE ENTIRE UNIT. I MIGHT BE MORE AGREEABLE IF IT WERE OLDER THAN 20 MINUTES RUN TIME ON DAY NUMBER TWO. THE SERVICE TECHNICIANS AND ***** THE ***** OF DEALERSHIP ALL AGREE THAT THIS MAJOR REPAIR WILL NEVER BE THE SAME AS NEW.THE WARRANTY CASE NUMBER AT GENERAC IS Case.#******, S/N.*******

Desired Settlement: AS EXPLAINED ABOVE I WOULD LIKE A NEW GENERATOR. THE CONTACT I HAVE AT GENERAC IS:**** **************** **********Generac Power Systems, Inc.###-###-#### X****fax - ###-###-####***********************

Business Response:

Thank you for contacting Generac Power Systems regarding the problems you have experienced with your purchase of a Generac residential standby generator.  We have spoken with our customer service department and technical service manager on case number ****** and the Generac dealer will be proceeding with the repair to the generator in accordance with the factory warranty.  The repair being performed to the generator will in no way have a negative impact on the performance of the machine.

The Generac Power Systems Customer service department has been instructed to modify the warranty start date to reflect the date the repairs are made and the generator is operational and functioning properly.  We apologize for any problems that this may have caused and will work with our dealer to get the generator repaired and operational.

Regards,

Generac Power Systems

 

Consumer Response:

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID *******, 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,

***** ***********

The problem with the repair is that two major components failed and as of today the unit is finally working (one month later). I understand their warranty policy but now i feel that i have spent in excess of $6,000 and have a rebuilt unit. There was originally talk of a 2 year warranty extention but have heard nothing since from either Generac or the dealer. Due to the amount of dissasembly in the field I feel there is a greater chance of premature wear and failure, and the least they could do is extend the warranty by two years as originally mentioned.

Business Response:

Generac Power Systems would like to thank Mr. *********** for responding to our previous commentary regarding this complaint.  In reviewing the notes on file it appears the generator has been repaired since 9/26/12 and is operating correctly.  The intial response to this complaint by Generac was to have the generator repaired and start the warranty over from the date of the repair.

In speaking with our service department Generac will agree to start the warranty over using 10/1/12 as a start date and will add 6 months of additional coverage.  We would ask that Mr. *********** contact our customer service department at *****-GENERAC to confirm acceptance of this warranty extension.

Regards,

Generac Power Systems

Consumer Response:

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID *******, 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,

***** ***********

I have also sent this to Generac.

****,

Below is the latest response from Generac via the Better Business Bureau, while a 6 month extension is a step in the right direction the distributor had originally mentioned a 1 to 2 year extension. Due to the type of repair that was completed in the field premature wear is possible if the stator is out of alignment.  Please let me know what can be done since I am still not happy having paid for a new unit and now having a rebuilt unit that I plan to rely on for years to come.

Thanks,

***** ***********

 

Business Response:

Generac Power Systems would like to thank Mr. *********** for responding to our initial correspondance.  In reviewing the compalint with our warranty manager the restarting of the factory warranty period and adding an additional 6 months of coverage is what have been authorized by Generac Power Systems. 

We would suggest that Mr. *********** contacting his distributor regarding their commentary regarding a 1-2 year warranty extension as they may have some additional coverage they intend to offer.

Generac Power Systems is confident that the generator has been repaired and will provide years of reliable service.

Regards,

Generac Power Systems

10/23/2012 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I purchased a generator from them. I used out twice tops 10 minutes each time. The generator doesn't work. I called generac they told me to send it to *** cycle in June of 2012. I brought it there they filed a claim. Generac claims that no claim was submitted. *** did another one. Generac told *** they're sending me a new generator. We're in October and nothing. I submitted a claims form and emailed it through their system. They claim they didn't receive it. I did it again and nothing. I then faxed it. *** they still claimed they didn't receive it. Finally i called and I was able to send it to an employee. I get a call back from their claim representitive the next business day. I could not pick up. I returned her call and I didn't get a call back from her. I called back two days later abs finally got through. We're in October and i haven't gotten my generator back. I've rented generator ave it's costing me more money

Desired Settlement: I've spent too much and i don't want to spend more of it happens again. I'd rather buy a better product.

Business Response:

Generac Power Systems would like to thank Mr. ******* for contacting us regarding the problems he has experienced with his purchase of a Generac generator.  In conducting our review it appears that Mr. ******* has been in contact with our customer service department and has been assigned a case number of ****** and they are currently attempting to contact the service dealer who is *** Cycle.

Generac does not currently have a record of any replacement generators being sent out to *** which is why our customer service department has requested the generator serial number from Mr. *******.  This will allow us to determine if we have any service records between *** and our technical service department.  We anticipate getting answers to these questions from *** Cycle.

We apologize for the delay in having this issue resolved as we do not have any records of any warranty claims or return requests from *** Cycle under the name of ***** ******* and we will be contacting them to resolve this matter.

Regards,

Generac Power Systems

Consumer Response:

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID *******, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.


I don't believe anything they say! *** has sent them the serial number. I contacted generac twice about the serial number and Generac keeps saying they're waiting for the serial number from ***. Generac are just waiting for my warranty to expire! It's been since JUNE that they had recieved paper work. They just claim that *** or myself haven't sent anything! I sent Generac the claims form four times! Two email and two fax and they say it was never sent! Finally a rep told me to send it to her email and that is the only way they received the claim form. 

[To assist us in bringing this matter to a close, we would like to know your view on the matter.]

Regards,

***** *******

 

Business Response:

Geneac Power Systems has been in contact with *** since our last correspondance and the generator for Mr. ******* is being exchanged.  Generac has communicated this information with *** and if Mr. ******* has any questions they can be answered by contacting our Generac Power Systems customer service department.

Regards,

Generac Power Systems

Consumer Response:

[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.]

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID *******, and find that this resolution is satisfactory to me. I just picked up my replacement generator. 

Regards,

***** *******

 

10/13/2012 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: I had a genarac generator installed on 5/20/2010 Since then it has shut down for low oil pressure on four different occassions.They have replaced numerous parts to no avail.I am a hospice patient and depend on oxygen 24 hours a day. My oxygen supply is operated by electricity and is why i bought this unit. I have been calling Generac for over a week and they do not return my call. This is becoming very stressful to me and i don't need this in my condtion.my case#is ******.

Desired Settlement: since this unit is still under warranty it should be replaced

Business Response:

Generac Power Systems would like to thank Mr. ****** for contacting us regarding the problems he has experienced with his purchase of a Generac Power Systems generator.  The Generac Power Systems customer service department will be in contact with Mr. ****** in the very near future to discuss his concerns and provide a resolution to the problems he is experiencing.

Regards,

Generac Power Systems

10/1/2012 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: We purchased a whole house generator over 1 year ago. The unit has not worked properly. The installer has been in touch with Generac many times. They have replaced different parts and we still have the problem that the machine will not turn on. I have called and asked for a new unit. They make you make a case ticket number that number is Case ******. As of now they ordered a new part that they can't get. On 9-7-2012 I got in touch with a ***** ****** She is a resolution Expert ###-###-####, I told her my story and she said she would call me the beginning of the following week. She never called. I called again on 9-17-2012 at 9 am and 3 PM. I left messages and have not got a return call. The istaller *** has been great, comming out each time, trying to fix it. I bought a monitor also for in the house and that does not work. I have a medical issue that I must use a C-PAC machine for breathing, so this generator is something I need. We are unable to go away on vacation with the frequency of power outages in our area.

Desired Settlement: I would like a new unit installed and a new warrinty starting from that date. Or a full refund of unit and monitor.

Business Response:

Thank you for contacting Generac Power Systems regarding the problems that you have experienced with the purchase of your Generac residential generator.  In reviewing the case notes it appears that the part needed to repair the generator has been shipped to the dealer and they hope to have it installed within the next couple of days. 

We apologize for any delays in getting the part out to repair the generator and please continue to work with our customer service department at 1-888-GENERAC to resolve any outstanding concerns that you may have.

Regards,

Generac Power Systems

9/28/2012 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I PURCHASED A GENERAC ******* ************ ***** **** ******** GENERATOR FOR HOME STANDBY POWER. I KEPT IT MAINTAINED FOR THREE YEARS, RUNNING IT FOR A SHORT TIME EACH MONTH. HURRICANE ISSAC CAME AND PUT OUT THE POWER. I PLUGGED IN THE GENERATOR AND IT RAN FOR 22 TOTAL HOURS. 22HOURS IS WHAT WAS ON THE METER WHEN I TOOK IT TO THE SHOP, THAT WAS TOTAL RUN TIME FROM NEW. THE SHOP PHONED THE NEXT DAY AND TOLD ME THE FAN HAD SEPARATED FROM THE ROTOR AND TO FIX IT THE ROTOR WOULD HAVE TO BE REPLACED WITH A NEW ONE. THE COST OF REPAIR PARTS AND LABOR WAS $610.00. THE ROTOR WAS $473.52. THIS WAS CLEARLY A MANUFACTURER DEFECT IN THAT THE FAN SEPARATED FROM THE SHAFT ON THE ROTOR . THERE IS NO WAY THIS COULD HAVE BEEN THE FAULT OF THE CONSUMER.

Desired Settlement: I WOULD LIKE FOR GENERAC TO REFUND ME THE PRICE OF THE PARTS, $ 473.52

Business Response:

Generac Power Systems would like to thank Mr. ******* for contacting us regarding his purchase of a Generac portable generator.  In our review process we have discovered that our customer service department is currently reviewing this request from Mr. ******* under case number ****** and they can be reached by calling *************.  

The Generac Power Systems customer service department will be making the decision if any out of warranty assistance will be provided on the repair.  Once again we would like to thank Mr. ******* for contacting us and should he have any questions please contact our customer service department for assistance.

Regards,

Generac Power Systems 

Consumer Response:

[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.]

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID*******, and find that this resolution is satisfactory to me. 

GENERAC customer support advised me by phone this AM that Generac would be sending Ross Power Equipment a reimbursement check for the cost

of the parts to repair my generator, Regards,

 

****** *******