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Horrible Warranty Service

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Generac Power Systems - Horrible Warranty Service
August 2020 - After a derecho (straight line wind storm) knoocked out power to a significant number of people in my state, I decided to bite the bullet and buy a new generator. Purchased this electric start generator from Powermate/Generac (note that Generac purchased and now owns the Powermate brand) and it would not start STRAIGHT OUT OF THE BOX!!! Hours on hold and speaking with customer reps who read out of a manual to suggest fixes and still no power, no generator and the only recourse under their 3-year warranty is to take the generator (now with a full tank of gas) to a authorized service dealer. They gave me two options, the first (and closest) no longer in existence and the second almost 40 miles away. Had to give up a day vacation from work and no resolution in sight. I can't stress enough DO NOT BUY THIS BRAND or any Generac products. Lemons lurk amongst their brand... October 2020 - Believe it or not, still waiting on resolution of this issue. The brand new generator has been sitting at the ASD for 2 months now because they can't get an authorized warranty repair manual for this model. The ASD's distributor says they are having trouble getting a manual from Generac because the model is "too new". Waiting on hold right now with the corporate office to find out when I can expect either a full refund or new generator... The customer service rep just informed me that she confirmed with their service department that there IS NO SERVICE MANUAL FOR MY MODEL!!! She now has the service person at the ASD on the phone with their service techs to hopefully get the repairs started. AVOID ANY PRODUCTS FROM GENERAC

User's recommendation: Do NOT buy Generac or their subsidiary company products!

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1 comment
#2067418

If the company spent half the money on their generator as they spent on advertising ..............................

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ID
#2215733 Review #2215733 is a subjective opinion of poster.
Location
Iowa City, Iowa
Product
Powermate Pm9400E Generator
Preferred solution
Deliver product or service ordered

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New Reviewer

Not working

Put on hold, approximately 183 minutes to speak to a Customer Support, WHAT A JOKE!!!124********=688532****

User's recommendation: RUN RUN RUN.

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1 comment
#2260076

What happened to (service)? Generac is as guilty as Pink Energy!!!

Absolutely no help offered, brushed me off to a 3rd party with no problem giving me a contact number that doesn't exist!!! Bill Perry

ID
#4019799 Review #4019799 is a subjective opinion of poster.
Service
Generac Power Systems Customer Care
Loss
$40000

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New Reviewer

Biggest piece of crap

Gave one star because couldnt give 0 stars. We purchased a home standby generator to cover 2 houses. it was installed in October 2021 and hasnt worked properly since November 2021. We now have a $22,000 piece of yard art in our yard. Generac has been replacing the same parts over and over but nothing has worked.

User's recommendation: DO NOT PURCHASE A GENERAC HOME STANDBY GENERATOR.

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ID
#3960509 Review #3960509 is a subjective opinion of poster.
Location
Madisonville, Texas
Product
Generac Power Systems Generator
Cons
  • Piece of junk
Loss
$22000
Preferred solution
replacement unit

Electrical contact brushes .

The Factory assembled the brushes misaligned with the commutator ring and the WEst Virginia people who installed it came back and screwed it up even worst , problem is the brush holder is cheap Chinese junk and now the commutator is half chewed up causing the lights to blinking and off, the only way to fix

User's recommendation: Look for a generator of better quality.

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ID
#3862723 Review #3862723 is a subjective opinion of poster.
Location
Brecksville, Ohio

I called customer support to connect my wifi to my newly installed Generac generator. A young man named Vance answered my call and walked me through the process. He was AWESOME!

Vance was also very knowledgeable and professional. My case number is 817**** . Somebody owes this young man a raise!!

User's recommendation: If you need customer support, pray that you get Vance.

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ID
#3529937 Review #3529937 is a subjective opinion of poster.
Location
Nampa, Idaho

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New Reviewer

Generator issuess

Send you a letter Jan 26 you received Feb 4 no reply bought generator Feb 2018 only 82 hours on it motor had to be replaced.2nd motor only 7 hours on it would not start.Company came to repair adjusted valves bill for $339.37.Thress days later didnt start.Called them...
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ID
#3377167 Review #3377167 is a subjective opinion of poster.
Location
Halifax, Nova Scotia
Preferred solution
Price reduction
New Reviewer

Want to buy a generator

I contacted them through email, was told a dealer nearby would be in touch. Going on two weeks and theyve never called. The person I emailed stopped replying. The Instagram page is no longer in existence. Ive been looking at getting a generator for a few years and now that I have the money for it, Ill find a company that doesnt ignore would be customers

User's recommendation: Avoid!

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ID
#3365678 Review #3365678 is a subjective opinion of poster.
Location
Steubenville, Ohio
Cons
  • Seems like a scam
  • Unreliable
Preferred solution
Them to *** off

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New Reviewer

Can not get parts to fix it

Engine went bad, still under warranty, no parts available to fix it. No one can give me an answer as to when we will have parts. Called Generac, just get the run around. Asked about another one. None available for about 8 month to a year. No customer service, they do not seem to care and just blow you off. They keep giving me the China *** I won't be buying another one and reccomend it may not be something you would not want either. BEWARE .NO
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1 comment
#2247833

I was informed by a Guy who sells Kohler standby units that Generac doesn’t do well after the install meaning parts are not stocked or other issues.

ID
#3355519 Review #3355519 is a subjective opinion of poster.
Location
Genesee, Wisconsin
Preferred solution
someone who can help with this mess or a discount on a new one. Especially since I have been informed that the 9kw engines are prone to failure

Will not honor warranty

I have a new 24 KW generator and it works flawlessly now. However, Generac will not honor their warranty. There was a manufacturer defect in it and they said it was an installation problem. A tech had to come and upload new firmware in it. That is not an installation problem and Generac knows it.
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ID
#3339802 Review #3339802 is a subjective opinion of poster.
Location
Elba, Alabama
Pros
  • Will run whole house
Cons
  • Will not honor warranty

Bad stepper motor

Only had my stand alone generate generator for less than one year. Used it one time and the stepper motor has already gone out.I don't know about anybody else but when you pay $6000 for something that's supposed to work when you need it ..it pissed me right off.
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ID
#3278486 Review #3278486 is a subjective opinion of poster.
Location
Fenton, Michigan
Pros
  • Is worked once
Cons
  • Worked only once and that it broke
Loss
$238
Preferred solution
Let the company propose a solution

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New Reviewer

Just learned Generac batteries will not charge under 41 degrees

For the past week My Generac batteries are at 30 % charge and will not charge. Well just got informed from Generac customer service after many calls that they will not charge fully due to the temperature is under 41 degrees. This is truly not what battery back up means to me for winter needs in out laying areas. PLUS I was never told this in the first place ,not a very good selling point. So I am setting here with a solar system in a snow storm( panels covered)that will not recharge for emergency use because of temperature delow 41 F. NOT HAPPY CUSTOMER !

User's recommendation: This system not good for winter areas that may be under 41 F degrees.

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ID
#3263352 Review #3263352 is a subjective opinion of poster.
Location
Roanoke, Virginia
Pros
  • Good for summer
Cons
  • Not able to use in winter
Loss
$50
Preferred solution
Let the company propose a solution

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New Reviewer

Garbage portable generator, do not buy

Brand new generator worked once and that was it. Looked up trouble shooting and you need a mechanic certification to try to fix it. Totally dissatisfied and regret buying this piece of junk. $1k down the toilet. Thanks generac.

User's recommendation: I do not recommend unless you are a certified mechanic.

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ID
#3120494 Review #3120494 is a subjective opinion of poster.
Location
Bethlehem, Pennsylvania
Loss
$1
Preferred solution
Full refund
New Reviewer

Terrible service

These folks are terrible. During installation they snapped a gas pipe causing my entire neighborhood to be evacuated. My driveway needed to be replaced. I signed up for their extra care program and I needed to call them from oversea to advise that the system was down. After a month they still hadnt corrected. Then after waiting more than an hour on the phone I gave up in total frustration.

User's recommendation: Find someone else.

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ID
#3118669 Review #3118669 is a subjective opinion of poster.
Location
London, England
Preferred solution
Let the company propose a solution

Junk , worked one time since I owned it , called for service , been a week , no show . Tried calling the Company and always busy . Leave call back and after two rings they hang up . Junk do not buy .

Refuse to service , been a week . I want my money back . It worked on day one and since then it just turns on and doesnt power up when power goes out . Been down twice since I reported the issue . Said Im on the list .

User's recommendation: Shop around, their are several on the market .

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ID
#3013540 Review #3013540 is a subjective opinion of poster.
New Reviewer

Can’t get service

Just installed this 18 Generator and it worked once . Called for Service and told I would be put on the list . Week ago . Totally not exceptable and they charge for the call . Less than 4 months

User's recommendation: Don’t buy Generac.

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ID
#3010815 Review #3010815 is a subjective opinion of poster.
Cons
  • Service sucks
Preferred solution
Full refund

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Verified Reviewer
New Reviewer

No customer service

Generac is only concerned with selling generators. If you buy one after all these bad reviews, you will be sorry. There is no customer support or warrantee service. I am still waiting for them to repair my less than two year old generator from a bad motor. All they do is lie and tell me that the motor is on it's way to the service tech. It has been four weeks and the motor to this day has still not been shipped. Do yourself a favor and buy something else. Anything is better than a Generac.

User's recommendation: Do not buy under any circumstances.

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ID
#2994943 Review #2994943 is a subjective opinion of poster.
Product
Generac Power Systems Generator
Pros
  • There are no pros to a generac
Cons
  • Your warrantee is absolutely useless
Preferred solution
My generator repaired or replaced

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