The Customer Service @ Generac is negligible at best. They did not send a fascia kit with my generator; I was told to wait for the website Redemption Center to become active. It finally was activated and the site is telling me I am not eligible for the kit. I have tried for hours on different days to get through to a "Customer Service" person--no one answers or returns calls. I am hoping I do not have issues with the generator if just getting a fascia kit is this big of a pain.
Buyer Beware - Generac Generator and Propane Tank Installation - All-In-One Propane - Leesburg and Electrix electrical Installation.
Disappointment does not begin to define my experience with Generac and Electrix! After waiting 13 months to have the propane tank and 22k generator installed and paying $15k, the system has not worked for the last three power outages. Three repairs later and they tell me it "should" work during the next power outage.
Well, today, I added the Generac app so I could monitor whether the system was working or not. They have the gall to charge $50 a year for the app to tell me whether their system is working or not! This charge was not disclosed anywhere in discussions leading up to the purchase or installation!
Yesterday, I wrote about the new Carrier A/C system. Well, Carrier's app does everything that the Generac app does and does not charge extra.
I have asked Generac to reconsider charging for this app self-monitoring. Will advise if they respond. At this time, I do not recommend any of the companies above.
Carrier (Summa and Tonys) and Generac (All-In-One & Electrix) - Two very different experiences!
Buyer beware. We ordered a GENERAC 24kw whole house generator on 21 April 2021. It was originally scheduled to arrive in late October 2021. In late October 2021, they pushed the date to November 2021. They further pushed the date (guaranteed on the truck and shipped) to 8 December 2021. We called on 24 Jan 2022 for an update. They reset the clock on us and said, "looks like October 2022". Even with the supply chain issues, This cannot be possible. Nor is this good business practice to keep delaying and deceiving the customer on expected arrival of a generator which was paid in full.
I ordered a home standby generator in August of 2020 I waited patiently for over two months for the generator to be built due to production delays I finally received my generator 0n 11/6 shipped via RNL carriers Damaged Fork lift damage was visible and was noted on the bill of ladling and an accept number was issued to follow up if any major damage was discovered.
The generator was installed and a call was placed to Generac for the activation number to crank up the generator. Upon receiving the Activation number with the Generac rep still on the phone the generator was started and it was immediately discovered that the damage was more than superficial as oil began spraying from under the generator and was shut down by the installer. After further inspection it was discovered that the oil pressure switch was cracked where it screws into the base of the engine and actually broke off when the engine was started. The installer spoke with the representative and explained what had just happened and we were told that all this was documented we had to contact the Trucking company to make a claim.
11/8 Called RNL carriers and was told I needed to speak with Generac to get the generator repaired and that Generac would deal with the repair cost with them. I called Generac and there was no documentation on file from the call with the rep as we were told on 11/6 after relaying what had occurred during start up I was told I had to take this up with RNL Carriers. Another phone call was made to RNL Carriers and I was told to deal with Generac After much discussion I spoke to a "manager" who relented and emailed me a damage claim form to be filled out and submitted. Upon receiving the claim form I was requested to give a description of what happened and an estimate of cost including a parts list for reimbursement. I went to Generac web site to get parts numbers and prices for the claim form Problem they are no where to be found on Generac web sight I called customer service to find out how I could get the info I needed to complete the claim form rep told me that this info can only be obtained by talking to a dealer You've got to be freaking kidding me No exceptions
After 6 hours of pure frustration and accomplishing basically nothing I called CPO OUTLETS the dealer I purchased from and proceeded to go over everything that had transpired I was assured that the problem would be taken care of BY CPO then pictures were requested of damage which was provided then I received a request for a parts list which I could not provide them because Generac said I had to call them to get this in the first place. Several days and emails passed before a third party authorized dealer was Activated Charger Electric to deal with repair after several phone calls emails Text messages and over two weeks of my time wasted I was informed that Charger Electric was not even capable of doing this job because they are not even authorized by Generac to work on water cool units which this generator is.
11/22 Informed by CPO Outlets that arrangements had been made and Generac agreed that my unit would be replaced with a new unit Good News Right arrangements would be made to have my old unit picked up another unit shipped to me and reinstalled at no cost to me with and extended warranty of 7 years given to me for my time and aggravation. Great news right
12/8 Received a call from Taylor at CPO that because of production problems at Generac I was being informed that it would be sometimes in 2021 before a date of delivery could be estimated but no sooner than March and as late as June or July
Option 2 A new kid on the block recommended by Generac Shockwave Electric would come and pickup the generator and bring it into the shop make all repairs and come back and install the generator and a full 7 year warranty in place for my time and trouble After reviewing my options the second was put into place I was told By Taylor at CPO that this plan would be put into motion immediately and that some one from Shockwave would be contacting me very soon that day to make arrangements Problem solve right
12/14 After not hearing from Shockwave I called their office and after explaining why I was calling she told me that she had never heard of Me or CPO outlets and was never contacted by Generac or CPO
Then placed a call to Generac Customer Service Spoke with Rep by the Name of TAYLOR and went over everything that had transpired and asked for help to get this problem resolve only to be told that there wasn't anything that Generac could that I had to go through the dealer to get anything done. when I informed Taylor that for the past few weeks that process had not produced any results thus the reason for the call I asked to be transferred to someone to who could help me Taylor replied that there was NO ONE WHO COULD HELP ME THAT I HAD TO GO THROUGH MY DEALER THAT THIS WAS THEIR POLICY I sure did not see that stated in any of GENERAC PROMOTIONS or ADVERTISING
I placed A Call to Taylor at CPO and was told that he had just gotten off the phone with a technician from Shockwave and that someone would be contacting me shortly. After waiting for 5 hrs and no call I placed a call to Beth and was informed that she was aware of a phone call had transpired but that I would not be receiving a phone call till after the first of the year at the earliest Another 2-3 weeks at the earliest placed another call to Taylor at CPO and informed him what I was just told and was basically that he had no control over a third party recommended by Generac I lost it said some things I shouldn't have and hung up I later called back an apologized
12 /15 received a phone call from Tech at Shockwave to verify that it will be sometime in 2021 before they may make it out to take a look at my generator They are third party I understand they are third party and I have no complaint about that.
So in hind sight I was doomed not to get a working generator till next year because Either Generac Cannot produce another one or get someone to fix a damaged on as promised
So we Are STILL WAITING TILL NEXT YEAR While CPO AND GENERAC HOLD MY FULL PAYMENT of over 11.000 dollars and I have a Brand New Shiny Piece Of Metal With Generac Name All Over It Installed In My Yard That I Am Unable To Use .
I hope this will help someone from making the same mistake I did by falling for the Generac name brand and promise of satisfaction Guarantee
Generac Model RG02724ANAX
Serial Number 3006843068 Nice Generac generator I guess Shame I will Have to wait 6 Months and 2021 to actually find out what I paid for
This generator has had a problem with the control board since the day I moved into a newly built home in 2011....it took over a year for Generac to acknowledge the issue of the battery charger on the controller was not working.Finally they replace the controller under warranty in late Now it's several years later and the same issue with the controller board and the battery charger.After speaking to several dealers I was told it was a common problem and that now there is an UPDATE kit that takes care of the issue.I had to spend $for just the part to replace the prior defective one....is this the type of problem I will have to face every few years with this poorly manufactured/engineered product? Generac needs to take responsibility for their failure .I will be reaching out to see if other customers have had the same issueShould I have a problem with this controller again I will just buy a new generator instead of replacing it with more Generac junkBottom line is they need to stand behind what they manufacture
Good Afternoon, We do apologize for the issue the customer recently experienced with their productGenerac has been in direct contact with the authorized servicing dealerWe have been informed that the generator has been repaired and successfully exercised on 08/17/and 08/24/Should the customer have further questions or concerns they can certainly contact Generac directly in reference to case # Thank you, Generac Power Systems
Good Morning, As a one time goodwill concession, Generac has agreed to reimburse the customer for the work his electrician completedGenerac will be contacting the customer to discuss how he will recieve this reimbursement.Thank you,Generac Power Systems
Hello,Generac Power Systems inchas been in contact with this consumer and have already mailed out the replacement checkI was advised there was a change of address/or direction the check was being sent to.Regards,Generac
Good Afternoon, At this time Generac has a record of two repairs needing to take placeThe first repair was an airbox assembly that took place in May of The second repair is the repair that is currently neededThe customer has owned the product since 03/26/2011, so our records do not indicate there has been a constant need of parts being replacedGenerac is unable to participate further in out of warranty concessions, as we have made an out of warranty consideration in the amount of in the pastThank you,Generac Power Systems
Good Morning, It has been determined by an authorized servicing dealer that the generator needs an engine replacementGenerac has made the decision to repair the generator under the standard warranty that was provided with this product upon purchaseWe recognize the urgency to have the customers generator repaired as quickly as possibleGenerac 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 mannerRegards,Generac Power Systems
Good Afternoon, Generac has been able to fully review the situationGiven the circumstances that took place, we have agreed to apply the promotional warranty for this customerWe have made direct contact with the customer to relay this decision.Regards,Generac Power Systems
Good Afternoon, We have gotten the customer in contact with a new Generac Authorized dealerWe have also commited to him we would like to make a concession to cover parts and labor for him outside of his warranty coverageWe will follow up with the customer to ensure the repair goes smoothly.Thank you, [redacted] Generac Power Systems
Good Afternoon, While we do understand the urgency of having the product repaired as quickly as possible, we are unable to gaurentee a repair within 24-hoursThis is due to factors such as parts availability, the dealers schedule, along with the customers availabilityGenerac 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 behalfThank you,Generac Power Systems
Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me Regards, [redacted]
Good Morning, Mrs [redacted] 's original warranty was from 03/26/2011-03/26/This coverage included labor and parts for the first two years, and parts coverage for the thirdWithin that timeframe, Generac does not have records of Mrs [redacted] having an issue with the generatorHowever, on 07/16/Generac had offered as a concession to pay parts and labor to an authorized service dealer for an airbox repair on the generatorAt 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
Hello,While Generac manufactures the product, the consumer would need to contact the independent company that is working on installing the cold weather kit to come and complete the jobIf the consumer is not satisfied with the independent company's work, they are welcome to reach out to another entity, or install the cold weather kit themselves.Generac
Good Afternoon, Our records do not show a dealer being on site days after the warranty had expiredUnfortunately, without further notes indicating you had this issue in warranty Generac is not able to offer an out of warranty concessionIf you feel we are missing information in regards to your case, please contact us directlyYour case number at Generac is [redacted] Regards,Generac Power Systems
Good Afternoon, Generac has been in direct contact with this customer and we have made the decision to replace the productThis has also been explained to the customer and he had indicated he was satisfied with this resolution.Thank you,Generac Power Systems
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 caseGenerac is currently working toward obtaining information from the authorized dealer who has been working with this customerOnce this information is recieved, Generac will be making a final decision and informing the customer.Thank you,Generac Power Systems
Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this does not resolve my complaint For your reference, details of the offer I reviewed appear below 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, [redacted] ***
Disappointment does not begin to define my experience with Generac and Electrix! After waiting 13 months to have the propane tank and 22k generator installed and paying $15k, the system has not worked for the last three power outages. Three repairs later and they tell me it "should" work during the next power outage.
Well, today, I added the Generac app so I could monitor whether the system was working or not. They have the gall to charge $50 a year for the app to tell me whether their system is working or not! This charge was not disclosed anywhere in discussions leading up to the purchase or installation!
Yesterday, I wrote about the new Carrier A/C system. Well, Carrier's app does everything that the Generac app does and does not charge extra.
I have asked Generac to reconsider charging for this app self-monitoring. Will advise if they respond. At this time, I do not recommend any of the companies above.
Carrier (Summa and Tonys) and Generac (All-In-One & Electrix) - Two very different experiences!
The generator was installed and a call was placed to Generac for the activation number to crank up the generator. Upon receiving the Activation number with the Generac rep still on the phone the generator was started and it was immediately discovered that the damage was more than superficial as oil began spraying from under the generator and was shut down by the installer. After further inspection it was discovered that the oil pressure switch was cracked where it screws into the base of the engine and actually broke off when the engine was started. The installer spoke with the representative and explained what had just happened and we were told that all this was documented we had to contact the Trucking company to make a claim.
11/8 Called RNL carriers and was told I needed to speak with Generac to get the generator repaired and that Generac would deal with the repair cost with them. I called Generac and there was no documentation on file from the call with the rep as we were told on 11/6 after relaying what had occurred during start up I was told I had to take this up with RNL Carriers. Another phone call was made to RNL Carriers and I was told to deal with Generac After much discussion I spoke to a "manager" who relented and emailed me a damage claim form to be filled out and submitted. Upon receiving the claim form I was requested to give a description of what happened and an estimate of cost including a parts list for reimbursement. I went to Generac web site to get parts numbers and prices for the claim form Problem they are no where to be found on Generac web sight I called customer service to find out how I could get the info I needed to complete the claim form rep told me that this info can only be obtained by talking to a dealer You've got to be freaking kidding me No exceptions
After 6 hours of pure frustration and accomplishing basically nothing I called CPO OUTLETS the dealer I purchased from and proceeded to go over everything that had transpired I was assured that the problem would be taken care of BY CPO then pictures were requested of damage which was provided then I received a request for a parts list which I could not provide them because Generac said I had to call them to get this in the first place. Several days and emails passed before a third party authorized dealer was Activated Charger Electric to deal with repair after several phone calls emails Text messages and over two weeks of my time wasted I was informed that Charger Electric was not even capable of doing this job because they are not even authorized by Generac to work on water cool units which this generator is.
11/22 Informed by CPO Outlets that arrangements had been made and Generac agreed that my unit would be replaced with a new unit Good News Right arrangements would be made to have my old unit picked up another unit shipped to me and reinstalled at no cost to me with and extended warranty of 7 years given to me for my time and aggravation. Great news right
12/8 Received a call from Taylor at CPO that because of production problems at Generac I was being informed that it would be sometimes in 2021 before a date of delivery could be estimated but no sooner than March and as late as June or July
Option 2 A new kid on the block recommended by Generac Shockwave Electric would come and pickup the generator and bring it into the shop make all repairs and come back and install the generator and a full 7 year warranty in place for my time and trouble After reviewing my options the second was put into place I was told By Taylor at CPO that this plan would be put into motion immediately and that some one from Shockwave would be contacting me very soon that day to make arrangements Problem solve right
12/14 After not hearing from Shockwave I called their office and after explaining why I was calling she told me that she had never heard of Me or CPO outlets and was never contacted by Generac or CPO
Then placed a call to Generac Customer Service Spoke with Rep by the Name of TAYLOR and went over everything that had transpired and asked for help to get this problem resolve only to be told that there wasn't anything that Generac could that I had to go through the dealer to get anything done. when I informed Taylor that for the past few weeks that process had not produced any results thus the reason for the call I asked to be transferred to someone to who could help me Taylor replied that there was NO ONE WHO COULD HELP ME THAT I HAD TO GO THROUGH MY DEALER THAT THIS WAS THEIR POLICY I sure did not see that stated in any of GENERAC PROMOTIONS or ADVERTISING
I placed A Call to Taylor at CPO and was told that he had just gotten off the phone with a technician from Shockwave and that someone would be contacting me shortly. After waiting for 5 hrs and no call I placed a call to Beth and was informed that she was aware of a phone call had transpired but that I would not be receiving a phone call till after the first of the year at the earliest Another 2-3 weeks at the earliest placed another call to Taylor at CPO and informed him what I was just told and was basically that he had no control over a third party recommended by Generac I lost it said some things I shouldn't have and hung up I later called back an apologized
12 /15 received a phone call from Tech at Shockwave to verify that it will be sometime in 2021 before they may make it out to take a look at my generator They are third party I understand they are third party and I have no complaint about that.
So in hind sight I was doomed not to get a working generator till next year because Either Generac Cannot produce another one or get someone to fix a damaged on as promised
So we Are STILL WAITING TILL NEXT YEAR While CPO AND GENERAC HOLD MY FULL PAYMENT of over 11.000 dollars and I have a Brand New Shiny Piece Of Metal With Generac Name All Over It Installed In My Yard That I Am Unable To Use .
I hope this will help someone from making the same mistake I did by falling for the Generac name brand and promise of satisfaction Guarantee
Generac Model RG02724ANAX
Serial Number 3006843068 Nice Generac generator I guess Shame I will Have to wait 6 Months and 2021 to actually find out what I paid for
Stony Ledet Cut Off La.
This generator has had a problem with the control board since the day I moved into a newly built home in 2011....it took over a year for Generac to acknowledge the issue of the battery charger on the controller was not working.Finally they replace the controller under warranty in late Now it's several years later and the same issue with the controller board and the battery charger.After speaking to several dealers I was told it was a common problem and that now there is an UPDATE kit that takes care of the issue.I had to spend $for just the part to replace the prior defective one....is this the type of problem I will have to face every few years with this poorly manufactured/engineered product? Generac needs to take responsibility for their failure .I will be reaching out to see if other customers have had the same issueShould I have a problem with this controller again I will just buy a new generator instead of replacing it with more Generac junkBottom line is they need to stand behind what they manufacture
Good Afternoon, We do apologize for the issue the customer recently experienced with their productGenerac has been in direct contact with the authorized servicing dealerWe have been informed that the generator has been repaired and successfully exercised on 08/17/and 08/24/Should the customer have further questions or concerns they can certainly contact Generac directly in reference to case # Thank you, Generac Power Systems
Good Morning, As a one time goodwill concession, Generac has agreed to reimburse the customer for the work his electrician completedGenerac will be contacting the customer to discuss how he will recieve this reimbursement.Thank you,Generac Power Systems
Hello,Generac Power Systems inchas been in contact with this consumer and have already mailed out the replacement checkI was advised there was a change of address/or direction the check was being sent to.Regards,Generac
Good Afternoon, At this time Generac has a record of two repairs needing to take placeThe first repair was an airbox assembly that took place in May of The second repair is the repair that is currently neededThe customer has owned the product since 03/26/2011, so our records do not indicate there has been a constant need of parts being replacedGenerac is unable to participate further in out of warranty concessions, as we have made an out of warranty consideration in the amount of in the pastThank you,Generac Power Systems
Good Morning, It has been determined by an authorized servicing dealer that the generator needs an engine replacementGenerac has made the decision to repair the generator under the standard warranty that was provided with this product upon purchaseWe recognize the urgency to have the customers generator repaired as quickly as possibleGenerac 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 mannerRegards,Generac Power Systems
Good Afternoon, Generac has been able to fully review the situationGiven the circumstances that took place, we have agreed to apply the promotional warranty for this customerWe have made direct contact with the customer to relay this decision.Regards,Generac Power Systems
Good Afternoon, We have gotten the customer in contact with a new Generac Authorized dealerWe have also commited to him we would like to make a concession to cover parts and labor for him outside of his warranty coverageWe will follow up with the customer to ensure the repair goes smoothly.Thank you, [redacted] Generac Power Systems
Good Afternoon, While we do understand the urgency of having the product repaired as quickly as possible, we are unable to gaurentee a repair within 24-hoursThis is due to factors such as parts availability, the dealers schedule, along with the customers availabilityGenerac 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 behalfThank you,Generac Power Systems
Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me Regards, [redacted]
Good Morning, Mrs [redacted] 's original warranty was from 03/26/2011-03/26/This coverage included labor and parts for the first two years, and parts coverage for the thirdWithin that timeframe, Generac does not have records of Mrs [redacted] having an issue with the generatorHowever, on 07/16/Generac had offered as a concession to pay parts and labor to an authorized service dealer for an airbox repair on the generatorAt 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
Hello,While Generac manufactures the product, the consumer would need to contact the independent company that is working on installing the cold weather kit to come and complete the jobIf the consumer is not satisfied with the independent company's work, they are welcome to reach out to another entity, or install the cold weather kit themselves.Generac
Good Afternoon, Our records do not show a dealer being on site days after the warranty had expiredUnfortunately, without further notes indicating you had this issue in warranty Generac is not able to offer an out of warranty concessionIf you feel we are missing information in regards to your case, please contact us directlyYour case number at Generac is [redacted] Regards,Generac Power Systems
Good Afternoon, Generac has been in direct contact with this customer and we have made the decision to replace the productThis has also been explained to the customer and he had indicated he was satisfied with this resolution.Thank you,Generac Power Systems
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 caseGenerac is currently working toward obtaining information from the authorized dealer who has been working with this customerOnce this information is recieved, Generac will be making a final decision and informing the customer.Thank you,Generac Power Systems
Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this does not resolve my complaint For your reference, details of the offer I reviewed appear below 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, [redacted] ***