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 decisionGenerac would like to know which authorized service dealer has been working on the product along with the serial numberOnce Generac has this information we can look further into the situaiton.Thank you,Generac Power Systems
Generac Power Systems would like to thank Mr [redacted] 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 [redacted] with his desired response Regards, Generac Power Systems
Hello, As previously stated, we have reviewed the following information:This unit was over one year outside of the warranty coverage when the failure occurred.The reimbursement of the repair is being requested months after the repair was made, and years after the warranty expired.Generac has in good faith previously offered an out of warranty concession to these consumers for a previous, unrelated repairAgain, after reviewing the above facts, Generac will not be able to participate in this request.Regards,Generac Power Systems
I have heard from GENERAC(case#5087826) They sent me a refund check for the $inspection fee as a one time concession.However, I still have no idea if my generator had a problem or not as they never communicated this with me.GENERAC also sent me another correspondence letter that my generator needs to be inspected each year for this same problem.If I need to have my generator inspected each year due to a part that is not compatible with South Louisiana weather, then:a Generac and Generac dealers should be FULLY responsible for this inspection fee each yearand/orb Generac and Generac dealers should NOT be allowed to sell these generator in South Louisiana because this was in no way communicated when the $10k generator was purchased that the generator cannot with-stand humidity or salt water.I am NOT satisfied with the company's efforts to resolve this matter!!GENERAC is trying to pass off all of their failed parts and expenses off to me when this situation should have been explained to me BEFORE I spent $10,
Hello,Generac Power Systems, has been in communication with this consumer, and provided the resolution of the request being madeThe consumer has been provided with testing results of what he claimed to be a defective product, showing that the product was not defectiveThe consumer also was provided with the warranty statement (available on our website for any consumer to review prior to making a purchase during the research process).Generac Power Systems, advised the consumer in writing that we could not continue communication with the consumer, as he advised via email that he has an attorneyOur response was to promptly provide him with the address for his attorney to contact our legal team.As Generac advised the consumer, the product was tested repeatedly, in a standard scenario, as well as what the consumer described, and the equipment did not failGenerac has also provided the consumer a copy of the warranty statement (all documents are attached for the Revdex.com to review), outlining that Generac does not cover consequential damagesRegards,Generac Power Systems
Good Afternoon, Generac had a representative reach out to the customer and we have explained that the installer is addressing her concerns with the installationThese corrections took place 11/04/2015.Thank you,Generac Power Systems
Good Afternoon, We do apologize the customer is experiencing issues with their generatorAn authorized dealer has been on site and corresponding with our technical department regarding the current issueIt 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 dealerAt this time, Generac has decided to replace these parts as we do not feel the entire generator itself is in need of a complete replacementBased upon the diagnostics performed we are confident this shall resolve the issue the customer has been experiencingThank you,Generac Power Systems
Hello,I attempted to reach the consumer via phone, however they picked up and hung upThere is no activation code for a portable unit, so the consumer doesn't need to enter anything into the control board of the unitWe do provide step by step instructions on how to start the units, along with pictures, however if the consumer is still having difficulties, he would need to reach out to an independent dealership in his areaThe independent dealers can come to his home (he would have to pay) or he could take his unit to them, so that they can show him how to operate it, if the consumer needs more hands on assistance.Regards,Generac Power Systems
It has taken Generac months to get to the point we told them at the outset, to replace the unitTheir customer service is most unresponsive, never returning phone callsWhen they do actually answer the phone, they are full of promises which are never met
Generac Power Systems would like to thank Mr [redacted] 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 [redacted] 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 [redacted] accepting a different model power washer as a replacement with the understanding that he would have preferred the One Wash model If Mr [redacted] 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 [redacted] 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
[A default letter is provided here which indicates your acceptance of the business's response If you wish, you may update it before sending it.] Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me Regards, [redacted] ***
Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this does not resolve my complaint For your reference, details of the offer I reviewed appear below [To assist us in bringing this matter to a close, we would like to know your view on the matter.] Regards, [redacted] 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 repairIt seems that just about every working part on this generator has failedThere is absolutely no reason for me to believe that this generator will ever work properlyGenerac's solutions for this issue will NEVER be satisfactory because my family has suffered through weeks of hardship, financial and otherwiseAs such, they owe me a lot more than the repairsMoreover, their past efforts to repair the generator have failed and appear to be incompetentAfter 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 doneI would bet that Generac has now spent more money getting nothing done than a refund would have cost themFinally, because I don't have the $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 temporarilyAlso, I was promised delivery of an additional portable generator by customer serviceI havn't seen one yet
I am not satisfied that the problem has been fixedYes, they came out and replaced the part, for the 2nd time and yes, [redacted] came out and tested the generator by turning the power off and the generator did come on as it was suppose toHowever, it has worked properly times since we've had it, over a year now, and the other times, about half a dozen, it has failed to preform as it was suppose to and we have been without power for HOURS due to this piece of crapI will NOT be satisfied until I have a brand new generator with warranty [redacted] and [redacted] have promised me it is still warrantied, but I have yet to have ANYTHING in writing, AS PROMISED
Better Business... Bureau: 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 am in deed looking for a reimbursement of the service charge from thier first vendor I took it too (which I found on their website), and a repaired or replacement generator that works. Regards, [redacted] ***
I would expect Generac to make any adjustments to me based on me having to deal with the situation of receiving a faulty product on a brand new out of the box generator, then getting a faulty product to replace it with, and then having to wait days for the third product instead of it being expeditedIn addition to this I had to deal with the absolutely horrible customer service they provided
“Generac has made the decision to reimburse the customer in full for We will be contacting the customer today to discuss the paperwork that needs to be completed in order to reimburse him directly
Generac Power Systems would like to thank Mr [redacted] 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 [redacted] received is being reimbursed to him as a customer concession We apologize for any problems that Mr [redacted] 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
Good Afternoon, Generac has reached out to this customer directly to obtain further information regarding the history of repairs on his generator and installation photosOnce Generac recieves this information we will then be able to make an informed decision.Thank you,Generac Power Systems
Generac Power Systems would like to thank Mr. [redacted] 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. [redacted] 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. [redacted] is experiencing and will work to resolve those concerns as soon as possible. Regards, Generac Power Systems
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 decisionGenerac would like to know which authorized service dealer has been working on the product along with the serial numberOnce Generac has this information we can look further into the situaiton.Thank you,Generac Power Systems
Generac Power Systems would like to thank Mr [redacted] 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 [redacted] with his desired response Regards, Generac Power Systems
Hello, As previously stated, we have reviewed the following information:This unit was over one year outside of the warranty coverage when the failure occurred.The reimbursement of the repair is being requested months after the repair was made, and years after the warranty expired.Generac has in good faith previously offered an out of warranty concession to these consumers for a previous, unrelated repairAgain, after reviewing the above facts, Generac will not be able to participate in this request.Regards,Generac Power Systems
I have heard from GENERAC(case#5087826) They sent me a refund check for the $inspection fee as a one time concession.However, I still have no idea if my generator had a problem or not as they never communicated this with me.GENERAC also sent me another correspondence letter that my generator needs to be inspected each year for this same problem.If I need to have my generator inspected each year due to a part that is not compatible with South Louisiana weather, then:a Generac and Generac dealers should be FULLY responsible for this inspection fee each yearand/orb Generac and Generac dealers should NOT be allowed to sell these generator in South Louisiana because this was in no way communicated when the $10k generator was purchased that the generator cannot with-stand humidity or salt water.I am NOT satisfied with the company's efforts to resolve this matter!!GENERAC is trying to pass off all of their failed parts and expenses off to me when this situation should have been explained to me BEFORE I spent $10,
Hello,Generac Power Systems, has been in communication with this consumer, and provided the resolution of the request being madeThe consumer has been provided with testing results of what he claimed to be a defective product, showing that the product was not defectiveThe consumer also was provided with the warranty statement (available on our website for any consumer to review prior to making a purchase during the research process).Generac Power Systems, advised the consumer in writing that we could not continue communication with the consumer, as he advised via email that he has an attorneyOur response was to promptly provide him with the address for his attorney to contact our legal team.As Generac advised the consumer, the product was tested repeatedly, in a standard scenario, as well as what the consumer described, and the equipment did not failGenerac has also provided the consumer a copy of the warranty statement (all documents are attached for the Revdex.com to review), outlining that Generac does not cover consequential damagesRegards,Generac Power Systems
Good Afternoon, Generac had a representative reach out to the customer and we have explained that the installer is addressing her concerns with the installationThese corrections took place 11/04/2015.Thank you,Generac Power Systems
Good Afternoon, We do apologize the customer is experiencing issues with their generatorAn authorized dealer has been on site and corresponding with our technical department regarding the current issueIt 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 dealerAt this time, Generac has decided to replace these parts as we do not feel the entire generator itself is in need of a complete replacementBased upon the diagnostics performed we are confident this shall resolve the issue the customer has been experiencingThank you,Generac Power Systems
Hello,I attempted to reach the consumer via phone, however they picked up and hung upThere is no activation code for a portable unit, so the consumer doesn't need to enter anything into the control board of the unitWe do provide step by step instructions on how to start the units, along with pictures, however if the consumer is still having difficulties, he would need to reach out to an independent dealership in his areaThe independent dealers can come to his home (he would have to pay) or he could take his unit to them, so that they can show him how to operate it, if the consumer needs more hands on assistance.Regards,Generac Power Systems
It has taken Generac months to get to the point we told them at the outset, to replace the unitTheir customer service is most unresponsive, never returning phone callsWhen they do actually answer the phone, they are full of promises which are never met
Generac Power Systems would like to thank Mr [redacted] 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 [redacted] 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 [redacted] accepting a different model power washer as a replacement with the understanding that he would have preferred the One Wash model If Mr [redacted] 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 [redacted] 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
[A default letter is provided here which indicates your acceptance of the business's response If you wish, you may update it before sending it.] Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me Regards, [redacted] ***
Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this does not resolve my complaint For your reference, details of the offer I reviewed appear below [To assist us in bringing this matter to a close, we would like to know your view on the matter.] Regards, [redacted] 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 repairIt seems that just about every working part on this generator has failedThere is absolutely no reason for me to believe that this generator will ever work properlyGenerac's solutions for this issue will NEVER be satisfactory because my family has suffered through weeks of hardship, financial and otherwiseAs such, they owe me a lot more than the repairsMoreover, their past efforts to repair the generator have failed and appear to be incompetentAfter 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 doneI would bet that Generac has now spent more money getting nothing done than a refund would have cost themFinally, because I don't have the $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 temporarilyAlso, I was promised delivery of an additional portable generator by customer serviceI havn't seen one yet
I am not satisfied that the problem has been fixedYes, they came out and replaced the part, for the 2nd time and yes, [redacted] came out and tested the generator by turning the power off and the generator did come on as it was suppose toHowever, it has worked properly times since we've had it, over a year now, and the other times, about half a dozen, it has failed to preform as it was suppose to and we have been without power for HOURS due to this piece of crapI will NOT be satisfied until I have a brand new generator with warranty [redacted] and [redacted] have promised me it is still warrantied, but I have yet to have ANYTHING in writing, AS PROMISED
Hello,One of our customer support supervisors will be in touch with the consumer today.Regards,Generac
Better Business... Bureau: 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 am in deed looking for a reimbursement of the service charge from thier first vendor I took it too (which I found on their website), and a repaired or replacement generator that works. Regards, [redacted] ***
I would expect Generac to make any adjustments to me based on me having to deal with the situation of receiving a faulty product on a brand new out of the box generator, then getting a faulty product to replace it with, and then having to wait days for the third product instead of it being expeditedIn addition to this I had to deal with the absolutely horrible customer service they provided
“Generac has made the decision to reimburse the customer in full for We will be contacting the customer today to discuss the paperwork that needs to be completed in order to reimburse him directly
Generac Power Systems would like to thank Mr [redacted] 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 [redacted] received is being reimbursed to him as a customer concession We apologize for any problems that Mr [redacted] 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
Good Afternoon, Generac has reached out to this customer directly to obtain further information regarding the history of repairs on his generator and installation photosOnce Generac recieves this information we will then be able to make an informed decision.Thank you,Generac Power Systems
Generac Power Systems would like to thank Mr. [redacted] 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. [redacted] 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. [redacted] is experiencing and will work to resolve those concerns as soon as possible. Regards, Generac Power Systems