Generac Power Systems
Reviews and Complaints
Terrible Quality Control
Generac...horrible customer service
Misinformation
Generac generators poor quality control, extremly poor consumer support
I decided to replace my old, problematic Colman Powermate generator, with a new, higher quality unit. After reading reviews on the larger portable units, my choice was narrowed to two manufactures; Honda and Generac.
My electrical needs dictated a machine with a 6000 to 8000 kW capacity. Both companies offered equipment in this range as well a several units with homeowner, commercial, and industrial ratings. I decided to buy American (we need the jobs!) and to buy an upgraded, commercial unit, just in case. I purchased my Generac XG7000 from Northern Tool Co.
and had it shipped by truck to my home. The installation was very straight forward and because of my previous unit, all the electrical lines, grounding and platform were in place. However, because I had had problems with gasoline's gummy aging issues in the past… and yes, I did use the additives… I decided that I would add a small amount of fuel to the new Generac, test the starting of the engine, and let it use what small amount I had in the tank, stopping when the carburetor ran dry. I wanted the gas tank and carburetor empty.
I then removed the spark plug, and lightly oil down the cylinder walls as recommended for storage, or until I needed to use it. Last week, as the hurricane Sandy approached, I filled the Generac's gas tank and assured my family that we've done everything that we could do to get ready. The winds were high, our neighborhood's trees started to fall, and we lost power around eight that evening. It was clearly too dangerous to walk across the yard to our garage, so I waited until the morning to power it up.
The generator started on the first pull, but when the transfer switch was turned on in the house… no power! I ran back to the garage and pushed the circuit breakers buttons on the generator… no lights in the house. This (yet to be used) generator was not working. I called Nothern Tool and they told me to contact Generac, which I did (and waited for 20 minuets!) and spoke with a customer service rep.
He told me that I had to transport the unit to their local dealer/service center… a well respected local generator installer, Cannondale Generator in Wilton CT. As bad as the weather was, I borrowed the neighbors station wagon and dropped it off that afternoon. Cannondale was clearly overwhelmed with service calls, but said that if I left it, they would have someone take a look at it in the next two to three days! It was made clear to me that their customers would have priority, which I understood.
I went home to a dark, cold, waterless house. In the next few days our home dropped to 52 degrees, we had thrown out our spoiled food, used the showers at the high school, overdressed to stay warm, and carted our water from the forestation. My family was miserable and I was not a happy camper. Four days later, Cannondale's mechanic was able to look at my unit and told me that it had factory defect and should have never have gotten past quality control at the factory… and to top things off, he did not have the parts needed for repair.
I was in shock. I had prepared for this event by purchasing a quality generator, and I got a lemon! I left the shop and called Generac from my car. Once again I was placed on 'hold', having to listen to Generacs recorded promotion… telling me of their 'reliable solution', assurance of 'real value', that I would 'never feel powerless',and insuring the quality of their 'largest, nationwide dealer service'.
Once again customer service eventually answered my call. After I explained the experience that I've had with their product and stating that I would like Generac to provide a replacement unit, or a refund, the rep. apologized profusely, but insisted that refund or replacement was not the policy of Generac, but they would honor the 2 year warrantee by repairing the unit. I informed him of the lack of parts and that no completion date was offered to me.
He again apologized and informed me that this was all that the factory was prepared to do! I asked if I could speak with his supervisor… there was a pause, and he the told me that he was the supervisor… in fact, that he was the Vice President of Sales for Generac, and simply helping out with the phones because of the flood of calls due to the storm. I was speechless. It was clear that Generac had no interest in customer satisfaction.
If not a refund or replacement, why not offer a repair priority? or FedEx the needed parts? or extend the warrantee? The apology was simply not enough.
It was Saturday, and on my ride home, I was informed by radio newscast of the new Noreaster… a storm to arrive Wednesday with 60 mph gusts.
While I owned a Generac, I've been without its service through one of the largest storm crises in the history of the east coast. Generac has shown just how much they care about individual consumers who use their products.
GENEARC 6500 generator
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Verified Reviewer | Hinckley, OhioDefective parts
Brand newGenerac generator broke down twice after Sandy; no response from generac to my complaint
My generator doesn't work when I need it!
I purchased a Generac 8kw home standby generator in Sept 2012. This is supposed to be an automatic unit that starts when there is a power outage.
My generator has never worked when I needed it. That means never started during a power outage. The unit works great when not needed, but never has started, and run during a power outage. I have had several visits by qualified service people, but results are always the same.If there is not someone at home when an emergency occurs, and is able to start it manually, the generator won't start, and run.
I CAN NOT DEPEND ON IT. WASTED MONEY!
G. Sorkin
Bought a Generac 5383 generator in late 2008 for $7,300. It has shot sparks out of my bedroom wall, made my lights burn 2-3 times brighter than normal when turned on, buzzed and scared the *** out of me.
I have a lot of electronic and need a functional backup. The company that installed and serviced it didn't respond when I told them I was scared of it and was turning it off. I asked if that would cause problems and damage the system. NO REPLY.
Now in 2013 the thing is dead as a doornail and I'm informed that it needs a new battery charging circuit board to the cost of about $500. WHAT? This generator has only run a total of about 4-5 hours.
I feel I was sold a lemon. I can't trust it and don't want to sink more $$$ into it.
GENERAC is junk therefore I am going utube on puter
Beware Generac Installers and Customers
Generac - 3 Year Warranty; 4 Year Life
Flawed Generator and Generac will not fix it
GENERAC GENERATORS FAILED DURING COSTLY HURRICANE SANDY IN NJ
I WANT TO KNOW HOW MANY PEOPLE HAD THE SAME TROUBLE WITH THEIR GENERAC WHOLE HOUSE GENERATORS? I THINK MANY OF US SUFFERED THROUGH HURRICANE AFTER INVESTING THOUSANDS....WE GOT STUCK WITH A LEMON?
PLEASE CONTACT ME PAULA 908-902-****...I have contacted GENERAC to no avail? I KNOW there are people up & down the East coast that should write Generac or call me please.
RECALL IS NEEDED ON THESE EXPENSIVE UNITS THAT FAILED US!
PAULA 908-902-**** I AM LOOKING FOR PEOPLE IN NEW JERSEY AS I HAVE READ MANY NJ COMPLAINTS. THIS IS TOO IRONIC DONT YOU THINK?
Unreliable backup generator
Despite regular testing and maintenance, our backup generator failed during Sandy. It was only a few years old. I called Generac. After waiting on hold several minutes, they more/less told me "tough luck -- you should have paid us more for a maintenance contract." The maintenance people want over $1k for parts. I am livid.
A backup generator that fails is worthless. A company that purports to have reliable products should stand behind them. I can only conclude that Generac focuses more on marketing than quality or service.
I would encourage buyers to consider other brands if reliability is important.
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We need to start a class action lawsuit against Generac. Their ignorance in dealing with their generator issues has got to be brought to an end!