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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 132 complaint(s) filed against business
  • Resolution of complaint(s) filed against business


Customer Complaints Summary Read complaint details

132 complaints closed with BBB in last 3 years | 40 closed in last 12 months
Complaint Type Total Closed Complaints
Advertising/Sales Issues 6
Billing/Collection Issues 0
Delivery Issues 4
Guarantee/Warranty Issues 31
Problems with Product/Service 91
Total Closed Complaints 132

Customer Reviews Summary Read customer reviews

14 Customer Reviews on Generac Power Systems, Inc.
Customer Experience Total Customer Reviews
Positive Experience 2
Neutral Experience 0
Negative Experience 12
Total Customer Reviews 14

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 (262) 544-4811 (888) 436-3722

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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)

7/19/2016 Problems with Product/Service
6/28/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Controller for Generator went out in Mid Aug 2015. Did not get repaired until the 1st part of Oct 2015. Called Generac and was told I was not unauthorized to talk to President CIO. Very difficult to talk to anyone to resolve problem both telephonically and on line. Received massive incorrect information to talk to someone about problem and correct! As of 13 Apr 2016, Controller for Generator is broke again! Local authorized is ordering part and unknown when it will arrive! Problem: Very expensive acquisition that provides peace of mind and backs up entire house in the event of catastrophe. Last time took to long to replace controller in a non crisis, non catastrophe situation. Longer than 24 to 48 hours to replace is counterproductive if power outage occurs! Question quality assurance of controller as this appears to be a pattern of going out every 6 to 8 months. Please call me for more info. I have everything documented in detail for both last incident and current incident.

Desired Settlement: Not to receive anymore faulty Controllers! I do not want to go through this every 6 to 8 months. If these controllers only last 6 to 9 months, no need to have this generator and request full refund so I can purchase another more reliable brand. Other piece is Generac's lack of training to provide accurate information to consumer to get product repaired!

Business Response:

Good Afternoon,

     We do apologize that the customer experienced issues with the control board on his generator. Generac does not have the expectation that the generator will continue to require control board replacements every few months. Generac determined that the last control board replacement was simply a control board that had been bad right out of the box, and there was not any other underlying issue with the generator causing this to happen. Should the customer have any further questions or concerns he may call Generac and reference case number 5005421.

Thank you,

Generac Power Systems

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.]

This is the 2nd controller that has failed to operate 6 months after the first controller! In addition, the first time took almost 2 months and the second time, 9 days!

Generac clearly advertises that their generators provide peace of mind to the customer. The Generator DOES provide peace of mind to the customer WHEN THE GENERATOR IS WORKING! The problem is, this beast has gone out TWICE IN LESS THAN 18 MONTHS and took very long to repair (And the Geographical Location of the Generator was not in a catastrophic or crisis situation at the time the controller went out!) How long would it take Generac to repair this acquisition in a crisis situation?

If this was a small Generator I would not be as concerned, however, when a customer pays the amount of money I paid for this "Peace of Mind Generator", the main brain controller should not be going out every 6 to 8 months, especially when there is no contingency back up on the acquisition when it goes out!

The warranty is limited for 5 years. What happens then? I am anticipating that when the warranty goes out, in addition to paying a massive amount of money every 6 to 8 or 9 or 12 months for the controller it way take another week or 2 or longer to repair!

Request a full investigation on these controllers and request them to be fully tested for longevity. Myself nor anyone else should be concerned for a product they purchased to provide peace of mind as advertised by Generac, especially when the decision is made to purchase this very expensive acquisition.

In short, I want Generac to investigate the controller for this particular generator and correct this problem so it does not happen in the future.

The acquisition is totally counterproductive if the consumer has to replace a controller that is going out every 6 to 8 months! This has happened twice. If this happens again, I will request Generac do the right thing and get this Generator off my property with a full refund. This has really put allot of stress on me and I was less stressed before I purchased this product.

Regards,

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

Business Response:

Good Afternoon,

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

Thank you,

Generac Power Systems

Consumer Response:

Just sent the following message to the resolution Specialist Ms ****** ********, Generac:

 

Here we go again. Generator was scheduled for its 10:00 AM Sunday auto running exercise. Didn’t happen. Noticed around 101:10 that the generator was not running. Went outside to inspect and controller reveals an error code 2502 governor fault. At this time, this generator serves no purpose except taking up space.

6/22/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Purchased a Generac Model 0065960 , serial# 9699802 Powerwasher from Menards on 5/30/2015. Used that power washer that week for fence and sidewalk. Drained the device removed the hose and stored in the home during the winter in a closet. When I attempted to use the device on 5/20/2016, water starts to leak from the back of the device. I return to Menards , who totally drops responsibility claiming they have had many of these washer returned for the same issue and they are not liable. Menards send me to a register Generac repairer(Midway, St.Johns Indiana) Midway calls and said Generac is not covering the pump which is busted due to freezing water in the line over the winter. The serviceman asked me was my garage heated , i said yes. The problem with that is the garage is heated and the device was drained and kept in the house during the winter.So my question is where can the device freeze at 76 degrees in the home. And the 1st time its used and not even cut on , it leaks on the pump connectors. The consumer is stuck with Generac and Menards not supporting a device that cost over $300. This also happened with my Generac generator that repairmen came to a similiar conclusion to avoid repair. I spoke with Generac support which encouraged me to get a second opinion and to pay another repairman to give the same results. The consumer is on the hook for a device that didn't survive a year and the manufacturer and the repairer is making a judgement call. Has any of the pumps burst to any other reasons besides freezing or are there other reasons? Could the product be defective wen bought?

Desired Settlement: DesiredSettlementID: Repair All I want is a product purchased that works as its supposed. My product can be repaired or replaced. But no consumer should have topay for a product that gives out in a year.

Business Response:

Good Afternoon,

     A representative from our company has been in contact with the consumer. Generac has offered to cover the pump replacement in full (parts/labor.) Should the customer have further questions or concerns they can certainly reach out to us.

Thank you,

Generac Power Systems

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 as long as the repair is done at no charge to the customer .  I have not yet received the repaired washer, still waiting repair.

Regards,

**** ******

6/16/2016 Problems with Product/Service
6/13/2016 Problems with Product/Service
5/19/2016 Guarantee/Warranty Issues | Read Complaint Details
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Additional Notes

Complaint: On Feb. 11, 2013 we purchased a Powermate 6000 portable home generator at Home Depot in Norwood, MA. ($699 plus 6.25% tax) Generac owns Powermate. We used the generator a few (3) times since the purchase. This winter Jan-Feb (2016) was different! When we heard of upcoming storm my husband tried to start the generator but the starter handle violently snapped back, came off in his hand bruising his index and middle finger which eventually swelled up. Since the storm was coming the next day, we brought it to Home Depot to have them look at it. They said it was out of warranty so we asked them to see what they could do. We couldn't be without heat! They did what they could do and said it was running rough. We needed it for that night so we took it home. It started and we used it for 1 day. My husband shut it down around 2 a.m. because he didn't want it to run too long. (overheat?) Early the next morning he went out to start it again and the pull starter snapped back again, broke again, leaving my son and I freezing for an entire day. We called the # on the Powermate "Starting the Engine card" and phone was answered by Generac. They said to bring it to an authorized repair shop in Dedham, MA so we did. The unit has been there since mid-Feb. After a few conversations with Tony at TLC repair, who said he was busy and put us on the back burner. He finally said he would order a new starter kit. We waited. He said he ordered it. The next time he said they sent the wrong part. The third time he said the new starter did not fix the problem and could only be started on the first pull. He said the only way he might be able to find the problem was to take the whole engine apart. (4 hours at $75/hr - $300+) but still not sure if he could fix it. It wouldn't be worth trying if we paid $300 and were not assured that it would be fixed. We were not really confident in the "authorized repair shop" who more or less gave us the run around. After 3 lengthy conversations with customer service at Generac, they said they could not make a concession. I argued about the warranty saying that the warranty shouldn't be the issue since it was a manufacturer error. Their final answer, which really made me mad, was "we didn't manufacture engine." I feel they should be responsible for the products they are selling. We would like the generator replaced or $742.69. We used the generator approx. 3 times.

Desired Settlement: I believe this generator is defective and should be replaced with one that is of equal or greater value or reimbursement of $742.69. We have suffered the aggravation of trying to have the item fixed. The day after the temporary fix, I sat in the house with an extension cord attached to a neighbor's generator that was attached to my small floor heater so we could have some kind of heat. (and was periodically turned off by neighbor - which is totally understandable).

Business Response:

Good Morning,

     Generac has been in direct contact with this customer and has agreed to replace the product. The product has shipped from our factory as of 05/17/2016.

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,

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

5/10/2016 Guarantee/Warranty Issues | Read Complaint Details
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Additional Notes

Complaint: Back in November 2015 I contacted Generac about my new pressure washer. I purchased the pressure washer in June 2015 and used it only 3 times from June to November, for less than an hour of use. I used the oil that Generac packaged with the pressure washer and I didn't even have to replace gas that's how little it was ran. The last time I was using it (in November) it seized up. The recoil wouldn't pull out and it seemed like the entire motor seized up and I was not able to get it working again. I contacted Generac and they routed me to a local authorized service center. I brought the pressure washer there and they agreed with me that it should be covered under warranty since the original Generac provided oil was still in the system, however Generac denied the claim. The product was still under warranty and for having less than an hour of run time it's clear that something was wrong with this unit from the beginning. I spent $400 on this item and to get such limited use is very frustrating and disappointing. However, what's more frustrating is that Generac didn't stand behind the product. I've purchased several Generac products over the years and I've never had a problem with any of them. I know how to run and take care of these types of products and it's disappointing that Generac is placing the blame on my misuse and lack of care rather than try to work with me to get the unit repaired/ replaced or refunded. What's also funny is after using it the first 2 times I talked my buddy into buying the exact same pressure washer. I raved about how nice it was and how well it worked. He went and bought the same one due to my recommendation and he's had no problems running his.

Desired Settlement: I want to work with Generac on a solution and am flexible on the outcome. I would be satisfied with the unit being repaired so it's in good working order again and at minimum an extended warranty of some time to ensure it doesn't seize up again OR I'd be happy with a replacement (equal or greater value), or my money refunded in full.

Business Response:

Good Afternoon,

     Generac has made direct contact with the authorized service center. It was determined that the engine in this product was seized due to the product not having oil in the crankcase while in use. This particular issue is not deemed to be a manufacturing defect and would not be covered under the warranty.

Thank you,

Generac Power Sysems

5/9/2016 Problems with Product/Service
5/4/2016 Guarantee/Warranty Issues | Read Complaint Details
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Additional Notes

Complaint: My Generac Pressure Washer stopped dispensing soap. The unit was within the 24 month Warranty window. I contacted Generac Customer Service (telephone) and the representative told me the unit was still under warranty and to take my unit to "Aspen Leaf" of Colorado Springs, CO to have my unit repaired. Again, the representative informed me there wouldn't be any associated charge because my unit was currently under warranty. I turned my unit in for repair with "Aspen Leaf" in December 2015, and deployed to Germany (US Army) in January 2016. I contacted "Aspen Leaf" for an update in April 2016, to seek an update and they informed me that it would cost over $255 to have my unit repaired. Naturally, I contacted Generac and informed them of the situation. Generac and "Aspen Leaf" replied: "The part that is faulty on my unit is the: 'Check Valve.' In addition, the Check Valve is attached to the pump, which would have to be replaced as one unit with the Check Valve in order to resolve my issue." The manufacturer (Generac) also stated: The pump is only under warranty for 12 months and the 'Check Valve' is under Warranty for 24 months." Unfortunately, my Pump works just fine and I do not want it replaced. However, I DO want my "Check Valve" replaced at no charge, because it is currently under Warranty. As a consumer, it is not my fault that Generac designed their equipment to replace multiple parts for a "single" defect. Generac should take responsibility for their product and repair my "Check Valve," in order for my Pressure Washer to dispense soap. I have a complete transcript of the conversation if required.

Desired Settlement: Generac absorbs any additional cost in Labor and Parts to replace the "Faulty Check Valve" on my Pressure Washer. The consumer should only be accountable for the defective part; not associated equipment required to be replaced in order to fix a fault based on manufacturer's design.

Business Response:

Good Afternoon,

     Generac has made the decision to offer the pump assembly itself as a concession. Should the customer confirm that he will bring the product back to Aspen Leaf to have the repair completed, Generac will contact Aspen Leaf to send them the part. Generac would ask for the labor to be covered by the customer to have this product repaired.

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,

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

4/30/2016 Problems with Product/Service
4/27/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: On or about October 28.2015 , I called Generac phone####-###-#### that I was interested in installing a generator in my house . Iwas informed that aexpert Generc dealer will contact me soon. The same day I was contacted by Mr. ***** ****** of ****** Electric . He advice me on the KW and price of the generator that best serve my purpouse. We agreed and we made contract . on 10/30/2015 . I give him a check on the amount of $5500.00 .As a deposit to order the generator. . then the problem began . I dint hear nothing from him He din"t answer my calls .he call me on Dec 8,2015 he wasstill waiting for the city permit .and that he was goin to deliver the generator next day .which he did not he finally deliver the generator Dec18,2015. but did not hook it up .say he be back next day ;he did not .He finally com and hook up the generator at the beggininng of March but the generator did not work He said that he had to order a part to fix it . he came backonApril 9 2016 without the part . he work on the generator for an hour or so still counld fixed . I call Generac warranty service and in short words they say that it was not their problem.On monday April 11,2015 I call Generac Coustumer Service phone# ###-###-#### and explain the situation . and told them that they was responsible for this fiasco and that they need to replace the generator or return my $5500.00.

Desired Settlement: To install a new working Generator as soon as possible.

Business Response:

Good Afternoon,

    We have been in direct contact with the customer regarding his generator. We have made several phone calls to the authorized dealer the customer has been working with, however, have not recieved a return call. Generac is asking another service dealer to go on site and perform diagnostics. This has been relayed to the customer and he has agreed to this.

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,

****** ****

4/20/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Not sure where to begin. Since December 2011 I have been having problems with Generac regarding a standby generator. Since that time my generator has been replace and a replacement motor all of which have failed. I filed a incident report # 207188 and I have not heard anything from the Resolution Department for 3 Months ( ****** ********). I sent a letter to the CEO (***** ********) on 3/16/16 advising of the problems. As of this date I have not received a reply. The information that I gather is that this particular generator ( EcoGen 0058181) has a design flaw which is prevalent to the problems associated and will not be admitted by the company. I have been in contact with my local Generac Service Provider ( ********** Technology, Tel ###-###-####) and found out that they currently have 4 such generators experiencing the same problems. I can forward you a copy of the letter sent to Mr. ******** if that will assist you.

Desired Settlement: I only wish to have my generator operating whether it be this particular one or a replacement. I have not had power at the residence for 3 months due to the failed generator. If a replacement is obtained given the history of this particular model I feel that a full warranty should be in force. The reasoning is that the failed replacement/parts of the previous has taken 60 days to 18 months to surface the defect of which has still not been determined. I feel that I have been more than patient given the history of repairs. Given the history of this "off grid" generator I would consider this particular product "defective" from design. Apparently there is a similar model manufactured that is not plagued by this design flaw.

Business Response:

Good Morning,

      We have been in direct communication with this customer to gather necessary details in order for Generac to come to a conclusive decision on this case. Generac is currently working toward obtaining information from the authorized dealer who has been working with this customer. Once this information is recieved, Generac will be making a final decision and informing the customer.

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.

Please be advised that there has been no action taken by Generac to settle my original complaint.  Your complaint number ******** .  I have been in contact with a representative about the circumstances but have received no real assistance.  I replied to your E-mail notification as requested therefore the case should not appear as being resolved which it is not.

Thank You

Business Response:

Good Afternoon,

     We have spoken with the customer over the phone this afternoon to also explain what next steps Generac would like to take. We have authorized labor and travel time for an authorized dealer to make proper repairs to the generator. Parts are currently on order and the resolution department is working on getting them expedited out to the service dealer. The customer can certainly reach out to us directly in the meantime with any questions or concerns.

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 although not complete is satisfactory to me.  Given the track history of this particular generator and the problems I have had I would like a little more assurance that they will stand behind the machine as a whole rather than just the parts installed for the period of warranty.  The last part that failed lacked three days of being out of warranty before it malfunctioned. 

Regards,

**** *****

4/12/2016 Guarantee/Warranty Issues | Read Complaint Details
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Additional Notes

Complaint: Looked into buying a generator in 2015. Contacted Generac and they gave us Nelco Electric in Germantown. We agreed to purchase from them being an authorized dealer. Generator installed by Nelco in May 2015. Ran for 9 months. Contacted Nelco when generator would not run and they came to look at it. Told Nelco could not repair as it had to be an authorized service tech trained by Generac. Nelco called Current Electric who came out and said it was terminal. Current Electric contacted Generac for a new motor. Arrangements were made to get a new motor to Current Electric from Generac . Current Electric installed the new motor. I contacted Generac to ask for a new warranty and coverage of the bill from Nelco. Told that Generac would not reimburse for Nelco bill and have not received a response about a new warranty. The generator had less than 13 hours on it. If service has to be done by an authorized tech, it is misleading that a dealer can install a generator and not have an authorized tech.

Desired Settlement: Reimbursement of bill from Nelco and new warranty on new motor.

Business Response:

Good Afternoon,

Generac has had the opportunity to review the customers concerns. We would like to offer to re-start the customers warranty along with providing him an upgraded warranty at no charge. This upgraded warranty typically retails at about 400.00-500.00 dollars. We have attached the old warranty statement, along with the new upgraded warranty statement. At this time, Generac is not able to reimburse the customer for having a sales only dealer come out to his home. In order for warranty work to be completed, it is required the work be done be an authorized servicing dealer.

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.

First, thank you for extending the warranty.  However, we have not seen a copy of this written warranty and, therefore, have rejected this resolution as of Monday, March 28.

Second, since Generac referred us to a dealer for sales, why was Current Electric not suggested in the first place.  Then that company could have also made any repairs.  Why are all authorized dealers not authorized repair/service technicians??  It is common to call the company where a product is purchased for repairs.  If Nelco is not an authorized dealer to repair the generators, why are they an authorized dealer to begin with if they cannot make repairs?

Does maintenance also have to be done by an authorized REPAIR technician???  We want to be sure to follow the RULES in order not to void the future warranty.  Now we never know who to call.  Do we need an authorization from Generac to do ANYTHING?

Regards,

******* ****

Business Response:

Good Morning,

               I have written a formal letter stating the upgraded warranty has been applied to your specific serial number; it will be getting put in the mail today. Generac does not require authorized sales dealers to become certified to service our product, this is at their own discretion. Maintenance does not have to be done by an authorized repair technician, however, Generac strongly suggests that you have this completed by someone who is familiar with the product and is mechanically inclined. Should you experience issues in the future while in warranty, you would want to contact an authorized servicing dealer to diagnose the issue and make necessary repairs. You can certainly reach out to Generac directly with any questions or concerns you may have in the 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. 

Regards,

******* ****

3/18/2016 Problems with Product/Service
3/9/2016 Guarantee/Warranty Issues
2/22/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I purchased a new pressure washer from Generac and was delivered in a damaged cardboard box with parts ("accessory pack" including washers, nuts, etc.) missing, evidently having fallen through a hole in the box. This was in December 2015. I called the day of delivery and they apologized and said they would send a replacement accessory pack with the parts and that it would take 7-10 days. After not receiving the parts two weeks later I called again. They apologized and said that had a "new process" and something probably went wrong, but they would send it out on an expedited basis. It is now mid-February and I call every week, having still not received the parts. Each time there is a promise to send the parts with differing reasons why this hasn't happened. Last week, the customer service rep said "I will talk to my supervisor as something must be wrong and I will call you back before 7pm today." Having received no call or parts another week later, I called yesterday and the rep said "I can't access anything on my system and you'll have to call back next week." I don't know what else to do other than hire a lawyer, which seems like it should be unnecessary. Terrible experience especially given this is not an inexpensive item.

Desired Settlement: The delivery of my parts. If not, someone must refund my money and at their expense and effort come box up and pick up the pressure washer. There is no box to return it in as it was so badly damaged when delivered to me.

Business Response:

Good Afternoon,

     We were able to confirm that the parts have shipped from our factory. We have had a resolution specialist reach out to the customer and provide him with tracking information. The customer can certainly contact us should they have further questions or concerns.

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 consider the matter closed, assuming the delivery reaches me with the correct parts.  Thank you for your help, as this is what resulted in resolution.

Regards,

**** ******

2/15/2016 Problems with Product/Service
2/12/2016 Problems with Product/Service
1/27/2016 Guarantee/Warranty Issues | Read Complaint Details
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Additional Notes

Complaint: I contacted Generac Power Systems on December 3rd because our portable generator was not putting out any power. I advised the Customer Service rep that our purchase date was December 22, 2013 and explained that the unit had exactly 10.5 hours of use on it and it was no longer putting out any power. She explained to me that our unit was still covered under the manufacture warranty (which is 2 years) and provided me with two Authorized Service dealers in my area. I contacted G&L Outdoor Power Equipment, an authorized repair provider, and scheduled a drop off for the generator the next day, December 4, 2015. I contacted **** at G&L weekly to check on the status of our generator being repaired and was told that they had not gotten to it yet. Finally on January 6, 2016 **** called me and said that the repair on the generator was complete and that we owed him $170.40. I asked him why we had a balance for a repair that Generac told me was under warranty? He explained that by the time he had gotten to the repair the unit was out of warranty (December 22, 2015) and that he had to call and argue with Generac to get them to pay for the $400 part that he had replaced in order to fix our generator. I asked him why he didn't notify me of any of this information prior to the repair he said that he was just the repair guy and that I would need to take it up with Generac. I contacted Generac the same day and spoke to Kate. She took all of the information from me and said that she would get the matter resolved and would call me back. She left a voicemail on my phone stating that the repair was made out of warranty and that I could contact them if I had additional questions. This did not resolve the issue of our repair man stating we owe him $170.40 for a repair that Generac told me was still under warranty. I was completely unaware that this was even an issue until AFTER the repair was made and now G&L Outdoor Power Equipment still has our generator and will not release it to us until the balance is paid. Generac mislead me about the warranty of our product. It can be verified with the service technician that the unit only had 10.5 hours of use on it when he repaired it. The unit cost was over $1000 new and to have a $400 part and $170.40 labor repair after 10.5 hours shows us that Generac does not stand behind their product. The repair man at G&L Outdoor Power Equipment was rude to me and unwilling to help resolve the matter. Our generator is a GP7500 and the serial number is: 7897180A

Desired Settlement: My husband and I would like Generac to pay the remaining total owed to G&L Outdoor Power Equipment so we can get our generator back. It is winter, we live in the country and if our power went out at this point, we would have no way to heat our home and we have children here. Generac should have communicated with me as well as the authorized repair shop regarding the cost of the repair and should now pay the balance and stand behind their very expensive product.

Business Response:

Good Morning,

     As a one time customer concession, Generac has agreed to cover the labor portion of this repair. We have contacted the independent dealer and have issued an authorization number for them to file under warranty.

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,

Tracy Watkins

1/19/2016 Guarantee/Warranty Issues
1/13/2016 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: I recently purchased and had installed a standby generator, after hearing an advertisement offering an extended "bumper to bumper" warranty. Prior to installation, I went to the Generac website and obtained the contact for a 5 star dealer in my area, called the dealer, confirmed the promotion and eligibility, and proceeded. Upon completion, and an investment on the order of $12,000, I have been denied the extended warranty. Generac's position is that I should have called the phone number in the ad in order to qualify, however there is nothing in the television ad or on the promotion website that clearly, or otherwise, indicates this. I have spent the money, had the generator installed by a certified dealer, the dealer is a participant in the warranty promotion, the dealer told me that I would qualify, and yet Generac has taken a position of denial. If there was any clear statement of elgibility that I could see, I would perhaps understand, but there is not. As such, I believe that the advertisement and website are misleading, and seemingly intended to allow for disqualification from participation in the promotion unilaterally on the part of the manufacturer.

Desired Settlement: Generac should honor the promotional offer and deliver the warranty for which I believe that I clearly qualify.

Business Response:

Good Afternoon,

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

Regards,

Generac Power Systems

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 appreciate the efforts in reconsidering their position and coming to an equitable solution  


Regards,

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


12/28/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: My Generac 7 kW Corepower Generator was installed in Aug 2012 . The unit would start every week and run for 12 minutes. However in September 2014 , we had out first power outage and the unit failed to deliver electricity. I contacted a local Generac installer and they recommended to replace the voltage regulator. This was completed at a cost of $240 but the unit still failed to generate electricity. I contacted the big box retailer I purchased it from and they would not help me. I contacted Generac in Aug 2015 and they recommended we contact another installer. The first installer had written to Generac and recommended that Generac provide assistance to fix this unit. The second installer came twice and ran numerous tests. His diagnosis was that the unit needed to be taken completely apart, a procedure that would take 7-8 hours and cost $700-$800! We wrote back to Generac with this information and they insisted we get another diagnosis from another of their Generac installers. We believe that we have a diagnosis and Generac will not authorize the work. I wrote Generac again on Nov 7',2015 and have not heard back from them. How many installers do we need to call ? How much do I need to spend on a unit that has failed to ever generate electricity? How does a company that promises to back you up, were standing by, count on it as their motto fail to do so?these generators now have a 3 year warranty. This company has failed to provide a quality generator and now won't stand behind it.

Desired Settlement: I would like this generator replaced as this unit is no longer made and I do not have any confidence that this unit will ever produce electricity.

Business Response:

Good Afternoon,

      The warranty on this customers product expired on 07/19/2014. Generac does not have documentation of this customer having this issue while in the warranty timeframe. Due to the length of time the product has been outside of warranty, Generac will not be able to offer an out of warranty concession towards the cost of repair. We suggest the customer to continue to work with an authorized servicing dealer should they choose to have the repairs made on their product.

 

Thank you,

Generac Power Systems

Consumer Response:

Generac said that they have no documentation of my having an issue during the warranty period. Of course they don't because we did not lose power during thethe warranty period. The power outage occurred 43 days beyond the 2 year warranty period and in all probability the unit would have failed if the power outage hadoccurred earlier. Generac said they would not be able to offer a concession even though I have invested over $4500 which includes $1800 for the generator and i have yet to receive any benefits. This unit has been inspected by two Generac installers as well as a licensed electrician and they were all unable to find the reason why the unit would not provide electricity. In previous communications with Generac customer service, they implied that a concession would be possible if they had a "diagnosis". I recontacted the second Generac installer and he has quoted $1500 to "repair" the unit assuming he figures out what is wrong! At this point it makes no sense to spend $1500 on a unit that will have no warranty and has never worked to begin with. I have read many similar complaints on the BBB website as well as other websites and I do not understand Generac's position now that they cannot offer a concession when they implied earlier they could and units now have a 3 year or even 5 year warranty! Despite my reservations as to the quality of these units overall, in my case a replacement generator makes the most sense and would be the cost effective approach considering I do not require a transfer switch or WHIPS if I purchase another Generac generator but I believe Generac should provide significant assistance in this regard.

Business Response:

Good Afternoon,

      Our records do not show a dealer being on site 43 days after the warranty had expired. Unfortunately, without further notes indicating you had this issue in warranty Generac is not able to offer an out of warranty concession. If you feel we are missing information in regards to your case, please contact us directly. Your case number at Generac is ******.

 

Regards,

Generac Power Systems

12/28/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I purchased a 6kw Ecogen last winter. It had some sort of oil problem and the engine failed with less than 400 hrs on it. After months of negotiations with Generac, I was able to get them to replace the generator with a 15kw Ecogen. I paid the difference in the price between the two units. Now, my new 15kw, with about 500 hrs of run time, has failed. I do not yet know what the problem is, however, that is no surprise because it takes an inordinate time to get a Generac certified technician to respond. Both generators are designed for off grid use. This means that families like mine depend on these generators as their main source of recharging a whole house battery system in the winter time. I fully believe that there is most likely some sort of design or manufacturing defect with theses units. So, if and when a service tech decides to check out the unit, I will make a final decision about my desired resolution. If the 15kw has a minor problem I will accept repair, but only in a timely fashion. In other words, I will not wait 2 weeks, or a month, or longer (which is the usual case with this outfit) for those repairs. If the generator has suffered a serious failure I will be asking for my money back so that I can purchase a generator from a more reliable manufacturer. I know that this is against their policy, however, I don't think, if they force me into it, that I would have much trouble making a products liability claim against them. One of the options I offered Generac when the 6kw failed was for them to just give me my money back and let us part company. That would have been the better move for them because this time I will file an action immediately if they do not agree to do the right thing. This is not about their policy, it is about the little guy out here who loses thousands of dollars at the hands of an incompetent company.

Desired Settlement: If my new generator has suffered a serious failure or requires replacement, I will be asking for a refund in full so that we can part company without any further conflict.

Business Response:

Good Morning,

     It has been determined by an authorized servicing dealer that the generator needs an engine replacement. Generac has made the decision to repair the generator under the standard warranty that was provided with this product upon purchase. We recognize the urgency to have the customers generator repaired as quickly as possible. Generac is currently working towards expediting the parts order out of our factory and following up with the dealer to ensure this repair is made in a timely manner.

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,

**** ******

On the contrary, I have been contacted by the service dealer (Jay at Northwest Power Systems) and am waiting for him to let me know when he has the parts to effect the repair. It seems that just about every working part on this generator has failed. There is absolutely no reason for me to believe that this generator will ever work properly. Generac's solutions for this issue will NEVER be satisfactory because my family has suffered through weeks of hardship, financial and otherwise. As such, they owe me a lot more than the repairs. Moreover, their past efforts to repair the generator have failed and appear to be incompetent. After all, who spends an inordinate amount of money sending a home office technician into the field to fix something and then doesn't get it done. 

I would bet that Generac has now spent more money getting nothing done than a refund would have cost them. Finally, because I don't have the $7000 that it would take to get rid of this unit and replace it with something that actually runs, I have no choice but to allow their efforts to continue, at least temporarily. Also, I was promised delivery of an additional portable generator by customer service. I havn't seen one yet.

Business Response:

Good Afternoon,

     Generac has sent the parts needed for the repair to the authorized servicing dealer. When placing the order we did ask for the parts to be expedited shipping to ensure they arrive quickly. We do ask that the customer contact the dealer so they can coordinate a repair directly with the authorized dealer.

 

We will continue to follow up after this repair to ensure the generator is working correctly.

 

Thank you,

Generac Power Systems

12/21/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I purchased a new 22 KW generator from an authorized Generac dealer in May 2015. The authorized dealer (*** ********* ********** *****) received shipment of the generator at their shop and then installed it at my home. The generator had a dented top cover and broken side door. My authorized Generac dealer says the dispute is between Generac and the shipper on who damaged the generator. Therefore, it has been over six months with no resolution. I have talked to Generac customer service on three separate occasions both verbally and via live chat. Basically they have told me it is "not their problem". When I asked if I could talk to anyone else at Generac to find out the status of the resolution, the answer has been "no". I have asked both the Generac Authorized Dealer and Generac how this became my problem and get no reply.

Desired Settlement: First, Generac customer service should at least pretend to care about a customer who just purchased a $8,000 home generator. Second, Generac should stand behind their Authorized dealers and solve these issues as soon as possible. third, all I want is the cover and side door replaced so I have the new Generator I purchased.

Business Response:

Good Afternoon,

Our resolution department has reached out to the customer, however he has not returned our message as of yet. Generac Power Systems, Inc. does test every product for quality control before it is loaded onto a truck for delivery to ensure that the product is working and that there is no damage to the unit.  Once a product is loaded onto a truck for delivery Generac has no control over said product, which is why we refer customers with freight damage to either the independent dealer or the freight company. Generac is willing as a one-time goodwill concession to send out both the roof as well as the mainline circuit breaker assembly (the side panel) at no charge, however, Generac is not able to cover the labor involved to replace these items.

Once the customer decides whether or not he would like to proceed with this offer, we ask he contact Generac directly so we can coordinate the shipment of parts.

Thank you,

Generac Power Systems 

Business Response:

Good Afternoon,

     Our records indicate these parts were delivered 12/14/15 via UPS.

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. With the following comments:

 

Generac really needs to come up with a plan to make customer service a priority. This issue with Generac's Authorized Dealer installing a damaged generator should have been handled by Generac without me, their customer, having to spend the amount of time I did trying to get the issue resolved with no response from Generac until the BBB got involved.

Regards,

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


12/19/2015 Guarantee/Warranty Issues | Read Complaint Details
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Additional Notes

Complaint: Generac refuses to stand behind their warranty. We have proof that the warranty should cover our generator, but their employees refuse to listen to us or to the engine repair company that we were forced to use. We can not talk with any man agent and they refuse to even listen to our complaint, and refuse to even consider helping us to resolve this claim. The engine repair manager also agreed that they often refuse correctly diagnosed claims. We spent $700 on a generator with a warranty, and when the generator had a manufacturer malfunction, we are out $700 and they fabricate a story of why the warranty doesn't apply to our product.

Desired Settlement: They need to replace the generator and treat their customers with respect.

Business Response:

Good Morning,

     Generac Power Systems, as a one time goodwill concession will be covering this repair for the customer. If the customer has questions regarding his repair, he can certainly contact us directly.

Thank you,

Generac Power Systems

12/9/2015 Guarantee/Warranty Issues | Read Complaint Details
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Additional Notes

Complaint: My wife and I bought a generac generator assuming they were supposed to be one of the best on the market but after only4 and a half months of use it quit generating power so took it back for warranty repairs but are being told its no longer under warranty due to the number of hours being used the service department guy (Doug) told me I should be glad I got 1000 hours of use out of it before needing repairs I told him if I had known it would need repairs at 1000 hours I would not have purchased it I did inform him I have a 5000 watt campbell hausefeld that had double the hours and still kicking and have not had a problem with it yet .I should have done my research before buying it as I can now see they have a lot of complaints about these generators. The motor is still good and runs its the alternator that has the problem the service tech told me the brushes were worn the shaft was bent and it needed a new rotor for all of this to be defective it would seem to me to be a manufacture defect as I see it as very poorly constructed and it has not been abused physically I would like them to man up and warranty the products they sell they always seem to want to get out of warranty repairs but are quick to take your money my campbell hausefeld has definitely put this generator to shame there are a lot of complaints against generac generators they are poorly constructed generators and should be investigated for selling a very bad and poorly constructed product I would be satisfied if they would just fix my generator and to think we were thinking about buying a generac home stand by generator but after this experience I dont think so just fix my generator I'll be satified.

Desired Settlement: To have my generator fixed under warranty

Business Response:

Good Afternoon,

  Thank you for your patience while Generac reviewed your concerns. We have attached the warranty statement that is provided with the XT8000E. It is outlined in this statement that the warranty is applicable up to 1000 hours of use. If the generator does in fact have over this amount of hours, then Generac would respectfully decline warranty coverage as outlined in the attached statement.

Thank you,

Generac Power Systems 

Business Response:

Good Afternoon,

 The brush assembly is a wear item, and with over 1000 hours of use Generac would not classify this issue as a manufacturing defect. At this time, our position remains the same that Generac will not be able to offer an outside of warranty concession.

Thank you,

Generac Power Systems

Consumer Response: Better Business Bureau:
I am a mechanic by trade and have been for many years and smart enough to know that the brush life on electrical motors should have lasted longer than 4 months I do alot of research and do my homework very well I am very mechanically inclined. How would you like it if the brushes on your vehicles alternator only lasted 4 months and they told you it was out of warranty wouldnt you be upset well so would I fortunately most alters last for years and years unlike your generac generator there are so many fine priducts out there with electrical brushes that last for years and years staters ceiling fans central units exhaust fans etc etc the list goes on and on and yet these products last for years and years what makes you all so special to say well thats the life span of our generators why should you all be wxempted from warranting a manufacture defect and yea thats what it is you know I have a theory and see which one of these your generac generator falls under fist when you all designed y our r generac generator you design them as to fail just outside the warranty period oh it can be done and has been done including automobile parts I am not new to this you can put softer brushes in your generac generator that will wear out alot faster than putting harder brushes that will last alot longer question is why would you all do this? Money of course to make more money off parts and labor second is that your generac generator already had a manufacture defect when I purchased it now you pick which one of the two does your generac generator fall under ? The shame is on you the Generac giant for taking advantage of John Q public and not wanting to warranty your defected products my campbell hausefeld lasted 3 years till the motor died but the alternator was still producing power it put your generac generator to shame 3yrs without a problem so why is it that your defected product should be exemted from warranty work when all these other companies make great products that last for years and years This was a defected product and I will continue to emphasize and stress that cause it is a fact.
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,

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

12/7/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: On August of 2014 I purchased a 2500 PSI GENERAC Preassure Washer (******* *** ** ********). The machine comes with a two year warranty. In August 2015 the machine broke down. I contacted GENERAC for a repair. GENERAC directed me to take the broken machine to their prefer service/repair store (Tony's Lawn Mower & Tool Services) in Elmwood Park, IL. A month went by (September 2015) and I called the repair store to see if my Pressure Washer has been fixed. The repair store said they were waiting to get some papers/instructions back from GENERAC before fixing my machine. Another month goes by (now is October 2015) and I call the repair store again. They say GENERAC is not giving them what they need (instructions, parts?) to get the job done. I called GENERAC right away and they say they will take care of my problem (talked to a lady named *****, ext. #: ****). She said she will contact the repair store and take care of my problem. Another month goes by (now is November 2015), I call the repair store back and they say that GENERAC has not yet provided them with what they need (papers, instructions?) to get the broken machine fixed. I then called Generac once more and left a message for ***** (lady that was taking care of my case) and left a message for her since she wasn't there at the time. Now is December 2015, more than 4 months since my broken Power Washer was taken to the repair shop Generac directed me to take my machine in for repair and I don't have an answer as to what is going in with my Power Washer. Please have GENERAC repair my Power Washer or replace it with a new one. Thank you.

Desired Settlement: Please, finally fix or replace my Pressure Washer. Thank you.

Business Response:

Good Afternoon,

      We have reached out to the customer directly regarding this matter. The part needed to repair his power washer was sent from our factory as of 12/7/15. We will make sure to follow up with the dealer and customer to ensure the product is repaired in a time manner.

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 ********. I have been contacted by the GENERAC Company and they informed me that they have mailed out the part(s) needed for the repair to the repair shop. I still don't know how long it will be before the repair shop complete the repair of my pressure washer, or if they may need more parts from GENERAC before completing the repair. Therefore, I wouldn't claim to say that I'm pleased with the results until I receive my pressure back back and repaired from the repair shop.  

Regards,

**** *******

12/7/2015 Guarantee/Warranty Issues | Read Complaint Details
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Additional Notes

Complaint: Generac sold me a defective wire harness with the generator they sold me through **** ******** in ***** ***** **. When the generator did not work, their representative told me to call *** ********** in ***** **. They told me to call the electrician and have him come back out. He could not find a problem with his work, so Acme (from ***** ***** **) sent out a technician to diagnose the problem. It was at this time they discovered the defective wire harness that cam from the manufacturer. They are now telling me I need to pay for the electrician's time when he came back out to check his work. I do not feel that I should be responsible for paying for his time when that time was a function of their product being deffective.

Desired Settlement: I have spoken with Generac, and the electrician, and the bill for the time the electrician spent needlessly because of a defective manufacturers product is $284. I am more than willing to pay all other time and mileage that was involved in the normal installation, but NOT this $284 that was the direct result of the faulty wire harness from the manufacturer. I want them to pay this portion of the bill.

Business Response:

Good Morning,

     As a one time goodwill concession, Generac has agreed to reimburse the customer for the work his electrician completed. Generac will be contacting the customer to discuss how he will recieve this reimbursement.

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.]

Dear 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 stipulation I have is that the reimbursement NOT be in the form of anything except a cash or check for the amount of the electrician on the day in question.  In other words, I do not want a coupon for more goods or services, or a voucher for some product or service.

Thank you VERY much for your time and help with this situation.  It is greatly appreciated, and I am sorry that I had to involve you, or any other outside party in order to get this company to stand by their product, the advice and directions they provided me, or what they make their warranty and support details look like.  Thank you for time and help!


Regards,

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


11/16/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Generac referred me to one of their authorized dealers, Express Electric, to have a stand by generator installed at my home. I paid the installer, *** ********* $9000.00 on 9/29/15. The dealer installed my generator on dirt and a wooden frame. I was recently informed that this is a potential hazard as the instability of this installation can eventually rot and move the generator causing a rupture in the gas line. The generator should have been installed on concrete per a Generac customer service representative. I telephoned Generac 4 times for assistance in correcting this installation and each time the call was transferred to a line that just rings and rings with no one picking up, but gives an option for a return call. I tried to submit my number twice for a return call but never received any call back from Generac. I submitted a request to the resolution department at Generac to ask for their assistance in correcting the installation SINCE THEY REFERRED ME TO THIS DEALER and I received an email from ****** basically telling me that it is not their problem. I think it is a disgrace that Generac refers a customer to the installer and they will not stand by the installation even though they admit it is installed incorrectly and may cause a dangerous situation due to the unstable structure of the generator's makeshift wood and dirt platform on a sloped area.

Desired Settlement: I want Generac to contact the dealer and have the installation corrected at no extra charge to me. The sloped area needs to be stabilized with a retaining wall and the proper reinforcement needed for mounting, and the generator needs to be placed on a concrete slab with crushed stone underneath.

Business Response:

Good Afternoon,

     Generac has attempted to reach the customer twice on 10/23/15 to obtain further information regarding her installation. Generac is hoping to obtain photos of the generator installation standing 5, and 10 ft away from the generator.

Thank you,

Generac Power Systems

Business Response:

Good Afternoon,

  Generac had a representative reach out to the customer and we have explained that the installer is addressing her concerns with the installation. These corrections took place 11/04/2015.

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,

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

 

installer has not completed the job, he is due to come back on Friday.  I will address this issue at that time.

11/5/2015 Guarantee/Warranty Issues | Read Complaint Details
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Additional Notes

Complaint: I PURCHASED THIS GENERATOR 5/12/2015. IT HAS NEVER RUN AT ALL. I HAVE CONTACTED ELECTRIC GENERATOR DIRECT WHICH IS THEIR DISTRIBUTOR AND CONTACTED GENERAC DIRECTLY THROUGH EMAIL. I WAS INFORMED THAT I HAD TO HAVE ONE OF THEIR SERVICE TECHNICIANS EXAMINE THIS GENERATOR WHICH I DID THROUGH A LOCAL BUSINESS (SOUTHERN STATES LOCATED IN WINDSOR, VA.) THE EXAMINER FOUND THAT THE MAIN COMPUTER MODULE WAS DEFECTIVE AND PROMPTLY CALLED GENERAC TO INFORM THEM OF THIS. AT THAT TIME, THEY REFUSED TO WARRANTY THIS PART BEING REPLACED. AS OF THIS DATE I AM REQUESTING A FULL REFUND OF THIS ENTIRE PURCHASE PRICE OF $3156.56. I HAVE LOST ALL CONFIDENCE IN THIS COMPANY AND THEIR BUSINESS PRACTICES AND HAVE DEVOTED AN EXORBITANT AMOUNT OF TIME HAVING TO DEAL WITH THIS PROBLEM AND REQUEST A COMPLETE AND FULL REFUND FOR THIS PRODUCT AT THIS TIME.

Desired Settlement: A FULL REFUND OF ALL FUNDS AND GENERAC TO COVER ANY RETURN COSTS.

Business Response:

Good Afternoon,

  We have informed the customer that Generac is going to send an authorized dealer on site to diagnose the product. If this is an issue with the generator, we have agreed to cover the repair as a one time concession. The customer has understood that any future repairs will not be applicable to warranty coverage. 

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,

****** ****** i am in agreeance with them coming out to re assess generator  one of there recommended and authorized repair people has already came out and diag. the issue as a defective control panel in generator needed to to be replaced there was no error in install i followed there recommendations so yes they can come and fix it and i am aware of no warranty afterwards  

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

Complaint: The electric generator I bought online, arrived DEAD. I posted videos on youtube showing that the brand new generator out of its shipment pallet does not start. At this point, the shipment is NOT an "Electric Generator", it is only as good as 300lbs or scrap metal that I did not order. I put gasoline in the generator and tried to start the engine. Engine did not start. I went through all available channels and troubleshooting steps to no avail. Seller of the product accepts no returns claiming there is an imaginary federal law prohibiting shipment of gas engines. In fact, it is only a deliberate misrepresentation of federal law prohibiting shipment of 'gassed' engines via certain methods. Generac support tells me to take it, a brand new engine out of its box, never used, to a repair shop. They refuse to compensate me for the time and money I'd put in carrying the 300lbs of scrap metal around trying to find somebody to turn it into an electric generator! I did not buy 300lbs of junk metal. I bought a brand new generator that would generate electricity when turned on. The item in my driveway is NOT that.

Desired Settlement: Since this item is only as good as 300lbs of scrap metal, I'd like to dispose it off at the local scrap metal store and transfer the $20, what it is worth as it stands, to Generac. Unless, Generac wants to come pick up their junk from my driveway.

Business Response:

Good Afternoon,

When the customer bought the generator, it was provided with a warranty. In order for Generac to follow the warranty process we would respectfully ask that the customer takes his product to an Authorized Generac Service dealer in his area. Once the dealer makes the diagnostic, he can then make the repairs necessary to ensure the generator is in working order. If the dealer determines the issue to be a manufacturing defect it would be covered under 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.

Me, carrying around a 300lbs of metal to find someone to turn it into an electric generator is out of question. Having wheels does not make this product portable. Once again, Generac does not offer any solutions. This is a BRAND NEW product, never used. It arrived defective and Generac or their sales partners should accept customer's return. I am NOT asking Generac to make this product work. I DO NOT WANT a generator that fails out of its shipment box.

Regards,

***** ****

Business Response:

Good Afternoon,

    In order for Generac to resolve the issue with the customer’s generator we would require that the generator be properly diagnosed by an authorized servicing dealer. We have attached the warranty statement that applies to this customer’s product for reference. It is the customer’s responsibility to transport the generator to an authorized servicing center if it is in need of repairs. If the customer transports the generator to the dealer, Generac is ready and willing to contact the dealer on their behalf and expedite the repair process as quickly as possible.

 

Thank you,

Generac Power Systems

10/26/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I purchased a Generac 15KW from a local lumber box store in 2012. I had never had a need to use it until this past July,2015 when power was out for more then 3 days. During the time of purchase to July all I did was do the regular start ups to keep everything charged up so it only has three hours on it. TOTAL ! It wouldn't start...I went on line to Generac to find a authorized service provider for my area and it was my local REMC. They referred me to ***** Electrical to have them come take a look at the Generator. This took two weeks to get them here , was told by there tech. that it had two bad ignition coils that would have to be replaced said he would get a price and call me back. Nothing for two more weeks. Called ***** ***** again to find out what was happening only to be told the tech was no longer there would have someone else come out to look. Three weeks pass it is now the middle of Aug. and no one has been out to check. Called ***** again and they had forgot to send some one out but they would have a Tech there today within two hours. Tech came out I explained what first Tech had said was wrong and new Tech. said he thought it was the Voltage regulator not the coils and would order one the first thing in the morning. Said he would call me back with price and when to expect arrival of part. Two weeks pass it is now the first of Sept. and no one had called so I again called ***** and got their voice mail so told them to forget it as I would find someone else to do the work. ***** returns my call within minutes says my part should be in tomorrow and they would be right out to fix it. It is now the middle of Sept. and no parts or tech. has been out. Called ***** again got voice mail again told them to cancel everything was tired of waiting . Contacted local box store where Generac Generator was purchased and talked to there sales rep. in the dept. that sells generators. Went over the problems with Generator and what the other techs had said was the problem he said he could order me a voltage regulator direct from Generac to change out. So he did ,it arrived within four days. Changed out old one with new voltage regulator and nothing changed unit still would not start. Called box store back and discussed at lengths what could be the problem and through several trials we found that by disconnecting the Ign, coil ground wire and removing the piston from the Fuel solenoid shutoff we could get the generator to run but there was no output of voltage of any kind no A/C or D/C. Box store guy was at a loss said to call Generac. Called Generac told the rep 'about my problem and all the trouble I had been having just trying to get my generator fixed and felt with only three hours on the unit that Generac should help with fixing the generator and she said that they might be able to and to have tech call the warrantee dept. So I asked for a different authorized service dealer in my area and they gave me two more names. Called the first one that was closer of the two but they did not work on this size generator so called ***** ***** and they said they could have a Tech down in two days. On Wednesday Oct. 7th. **** from ***** arrived to look at unit . Told him what had been done by the other Techs and by me . **** tested the generator and determined it would have to taken back to the shop for repair and he would let me know what he found out. Sunday Oct. 11th **** calls and tells me that the CPU is bad and that is what controls everything in the generator and that he had called Generac Warrantee three times to on three days and all said that they would not help. Went on line to check out if anyone else was having problems and found that Generac has had several complaint about their generator CPUs being bad and having to be replaced and most on units like mine with very few hour on them. This obviously is a common problem with this part and since these are units that people rely on in bad times or with health issues where they can't be without power Generac should be proactive and have a recall to replace the bad CPUs like any responsible company would do. As of right now my generator is still in the shop waiting on a new CPU that will cost me around $975. Three hours of time on unit. THIS JUST ISN'T RIGHT.

Desired Settlement: I would like to see Generac do the right thing and recall the bad CPUs and not make their customers have to go through what I have had to just to find out it is all due to a factory defective part. On a dark snowy night is not the time to discover that the company that you put your faith in to help you out only wants your money and doesn't care about you after the fact.

Business Response:

Good Morning,

Generac has reviewed the details of this customers case thoroughly and we have decided to make a goodwill customer concession towards the repair that needs to be completed on his product. Generac has been in contact with the customer regarding this decision, if he has further concerns regarding this matter he can certainly contact us.

 

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. 
I do wish that they would generate a recall to all Generac owners that have the same CPU as does mine so that they do not have the same problem as I did.
Regards,

***** ******

10/20/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I ordered a Generac 16 kw backup generator system that included complete installation from ****** Co-op in ****** **. The installation was completed on 8/13/2015. On 8/17/2015 there was a power outage that lasted approx. 6 hours. The generator failed to work. The following week a Generac "Certified" repairman came but was unable to repair the unit or determine the cause of the dysfunction. On 9/10/2015 the Generac "Certified" repairman returned. Upon further investigation he related that he detected that the 'Magneto" had dislodged and fallen into the flywheel causing an "Explosion" that then caused the broken pieces to damage seven other parts. He then said he would report to Generac and request replacement parts. When asked if the replacement parts would rectify the problem he said more parts may have to be replaced. The extent of the damage of the parts left in my basement were not fully known. I did not receive warranty info or Owners Manual from either ****** Co-op or Generac until 10/1/15 when I called and they were requested. I called Generac Customer Service on 10/1/15 and asked to have the defective unit replaced. I was told that replacement was not an option . Since I received a defective unit which according to the Generac "Certified" repairman suffered an EXPLOSION, I feel the unit has become a safety hazard. I ordered a new unit, not a defective one, why would I want that by my home? The lack of flexibility on the part of Generac is disturbing.

Business Response: Good Morning,

Thank you for your patience while Generac reviewed the customers concerns. To clarify, the customer has requested for Generac to replace his generator. As a result of our review, we have made the decision to repair the customer's generator per the warranty that was supplied with the product upon purchase. Generac is confident in our authorized servicing dealers ability to repair the product. Generac must respectfully decline the customer's request to replace his generator. We will ensure this repair is completed in a timely and efficient manner. 

Thank you,
Generac Power Systems 

9/19/2015 Guarantee/Warranty Issues
9/11/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: We purchased an XP10000E Generac generator in September 2014 for $3059.00. We used it for 2 hours and then it stopped working. We brought it to a Generac recommended service dealer June 2015. The service dealer has been unable to fix the generator. Phone correspondence with Generac has resulted in our generator being sent to another service dealer (at the recommendation of Generac) for possible repair. Generac will not commit to replacing our generator (that is still within the one year warranty) if this new service dealer cannot fix it. We have already lost power 3 times while our generator is being 'serviced'. We are concerned that Generac will delay this issue and we will have many instances of power outages once winter kicks in (thus the reason for buying the generator in the first place). This was a lot of money to spend for peace of mind that ultimately has failed us.

Desired Settlement: We are requesting that Generac replace our generator with the same model number. We have been without it for two months and are concerned not having it for power outages that are frequent in our area.

Business Response: Good Afternoon,

      We do apologize for the issue this customer has experienced with their Generac product. We have confirmed that the parts shipped from the factory as of 08/24/2015. We will make sure to follow up accordingly with the authorized dealer so repairs can be completed in a timely manner. We will also notify the customer directly when her product is ready to be picked up from the authorized service dealer. 

Thank you,
Generac Power Systems     

Business Response: Good Morning,

    We do apologize for this misunderstanding, we have verified that the authorized service dealer will in fact be dropping off your product to your home once it is repaired.

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 for the clarification that the unit will be delivered to our house once fixed.  If the unit can be fixed, we are requesting an itemized repair report stating everything that was done to the unit and the parts that were replaced.  However, we are not convinced that this unit can be fixed.
 
Per conversation with Generac representative **** *******, we have requested that our generator be returned to us in good-working condition no later than September 4, 2015 or Generac will send us a replacement XP10000E no later than September 4, 2015.  We have been without a generator for over 2 months now.  This is completely unacceptable for a unit that is less that one year old and only has 2 hours on it.

In addition, we will never purchase another Generac product in the future, nor will we recommend any Generac product.  Living in rural Connecticut requires many homeowners to need a functioning generator, so we will make sure they stay clear of Generac.  My husband and I work in Quality in the Aerospace industry and we thought we did our due-diligence by purchasing a Generac generator.  Unfortunately, Generac needs a few lessons on customer satisfaction and product conformance to requirements.      



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

8/24/2015 Guarantee/Warranty Issues | Read Complaint Details
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Additional Notes

Complaint: I purchased a generator from Generac in March of this past year. Less than 6 months later, it had a major internal issue causing it not to work. The "authorized service dealer" the company recommended no longer services generacs because it was "more trouble than it was worth". I live two hours north of San Francisco, and there are essentially no mechanics in my area that would work on this unit. I found one, and the cost of repair is 3/4 the cost of the unit. The mechanic stated it was a malfunction from the factory, and that I did not cause the defect. After my conversation with customer service I was informed there is no warranty or technician number available for contact. I then submitted an "escalation" only to be informed that because of my usage, the warranty was void. This is an expensive product with a horrible warranty. If looking for a generator, I suggest you look for one from a different company, with a better reputation for customer service.

Desired Settlement: Ideally, the company should pay for the repair of their malfunctioned product. Since that will probably not be the case, I would just like to inform other consumers of my headache, before they experience the same.

Business Response: Good Afternoon,
    We have attached a warranty statement that outlines the type of application the customer is using the product for. As stated in the warranty, this application is not covered under the warranty. At this time Generac will not be able to cover any repairs that might need to be completed on this portable generator. If the customer is having a difficult time locating a dealer, we have provided a few below:

*********** ******* ***** ************* ***** *** *********** ** *****
###-###-####

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

******* *** ******* ***** ****** *********** ** *****
###-###-####

Thank you,
Generac Power Systems

8/21/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: My Generac Pressure Washer 2,800 PSI 2.5 GPM Cold Water Gas Pressure Washer was ordered on 6/14/15. It was estimated to arrive on 6/28/15. It didn't arrive until 7/17/15, and when I took it out of the box the gas cap was cracked, so I could not use it. I called Generac's customer service number on 7/18/15 and was assured a replacement gas cap would arrive in my mail within a week. It never arrived. On 7/29/15 I called again. I spoke with Anna and my confirmation number is 209082. I was assured the gas cap would arrive in my mail by 7/31/15. It still has not arrived. When i called the third time on 8/5/15 I explained the situation-again- and spoke with Donna. She "transferred" me to a supervisor where I've been on hold for over 25 minutes. I would like this to be resolved. I want a new gas cap so that I can finally use the $300 pressure washer I ordered almost two months ago.

Business Response: Good Morning,
     We have recieved this part in stock and have also recieved confirmation that this part will be shipping as of today, 08/12/15.
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,
****** *****

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
X

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
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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
X

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
X

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
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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 

9/15/2013 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
X

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 ****** *****

 

8/28/2013 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#*** ****


Customer Review(s)

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14 Customer Reviews on Generac Power Systems, Inc.
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