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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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Featured
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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Verified Reviewer
I purchased a generac 10 kw unit in 2008, and by 2010, it had blown seals and belched smoke for 5 minutes before dying. I was told that because it was in an off grid environment, I had no warranty. I needed a generator and the only one available was a 17 kw unit. I...
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ID
#2474614 Review #2474614 is a subjective opinion of poster.
Product
Generac Power Systems Generator
Loss
$10
Preferred solution
Apology

Engine failure

we purchased a generac system about four years ago. The candler service tech serviced the generator and a short time later the motor blew apart. The candler service company stated it was our problem since the warranty expired.

User's recommendation: so we nd the extra money go somewhere else.

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ID
#2463852 Review #2463852 is a subjective opinion of poster.
Location
Orlando, Florida
Preferred solution
Let the company propose a solution

Need brand and number of spark plug

Gen hasn't run since Sept. B and B ELECtric in Eau Claire replaced one part for $700 and gas regulator. Still won't start on weekly trial. Replaced spark plug. Still not working. B ANDB WILL BE CALLING you. Getting too expensive. Plug black on top.
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ID
#2422051 Review #2422051 is a subjective opinion of poster.
Location
Ellsworth, Wisconsin

Cable corroded

We purchased a large generac generator for our 4200 sq ft home from an authorized dealer. After 3 years, the generator stopped working. Electrician had to replace a cable that was corroded. Anybody else have the same problem?
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ID
#2413726 Review #2413726 is a subjective opinion of poster.
Location
Salt Lake City, Utah

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Not getting new motor

my 8K Generator was installed in Dec., 2015..When Derecho took out my electricity, My generator ran for 9 days and quit..A rocker arm came off and quit running..as of 01-07-2021 Generac still hasn't been able to provide a new engine. I would not recommend Generac to anyone for the Very Poor Service

User's recommendation: Not at ALL.

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ID
#2370832 Review #2370832 is a subjective opinion of poster.
Loss
$500
Preferred solution
Deliver product or service ordered

COMPLAINT

Purchased a new 20kw generator in 2006. Steel enclosure started to rust soon after, even though it was not in direct contact with rain or adverse weather. Replaced the cover for 929.00. Just received a quote for the remaining enclosure and it was over 6300.00. More bad news, have to buy the cover which was replaced 2 yrs ago. Generac is not in the business of reasonable pricing for replacement parts. They jack up the price to an amount that exceeds the cost of a new unit. Very poor business that only wants to sell new product and treat customers poorly. GENERAC IS BAD NEWS. STAY AWAY..

User's recommendation: STAY AWAY FROM GENERAC. BAD NEWS.

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ID
#2289154 Review #2289154 is a subjective opinion of poster.
Location
Fort Pierce, Florida

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Generator runs but no electrictiy comes into the house

My electricity went off. The generator came on. No electricity came into the house. After calling MobileLink and Generac, both told me I needed to go outside in the pouring rain and read the error message that was on the screen. Generac asked me to go behind the generator and try flipping a switch, again in the pouring rain. And Generac does not even have the ability to send a technician out to yur hourse. They will only give you a technician in the area to call and scehedudle an appointment. Terrible csutomre service!

User's recommendation: Choose a different generator company. After generac sells you a generator, you are on your own.

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ID
#2253590 Review #2253590 is a subjective opinion of poster.
Preferred solution
Let the company propose a solution

Poor, poor, customer service

I have been in the electrical business since 1976 and this has to be the worse company I have ever done business with. We have a brand new Eco Gen - 6kW unit - and upon activating it for the first time - it would not start. After calling technical department - they did not have a technician available - and believe me - I have tried numerous times. Like I said this has to be the worse company I have ever had business dealings with. My advice - stay-a-way from the outfit. S
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ID
#2244641 Review #2244641 is a subjective opinion of poster.
Location
Salisbury, Maryland
Loss
$500
Preferred solution
Remove the product - substitute with another generator.

Complaint about misaligned brushes

Generac Power Systems - Complaint about misaligned brushes
Generac Power Systems - Complaint about misaligned brushes
Tech misdiagnosed problem as bad controller and replaced it $800. His next step was to replace the brushes due to them being misaligned from factory(known problem but no recall) additional charge of $250 to replace and properly align by using the known fix( add small spacer washer) Generac turned down claim due to being out of warranty. Brushes failed long before they were engineered at last.
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ID
#2218228 Review #2218228 is a subjective opinion of poster.
Location
Naugatuck, Connecticut

Unreliable product & very disappointing support

Generac Home back up generator next to impossible to start because compression release mechanism on camshaft failed in under 200 hours of run time (most of that is the weekly 10 minute test runs). Warranty expired because it's more than 5 years old but it's supposed to be good for 2000 hours... I got 10% lifespan out of it and facing major repair cost. Generac authorized service dealer suggested setting the exhaust valve gap below engine specs to help with starting but I know that solution will burn the valve or worse. Generac offered nothing, not even a discount on a new camshaft since it failed so early! Unreliable product build by company too big to care about customers and repeat business.
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ID
#2217520 Review #2217520 is a subjective opinion of poster.
Location
Dartmouth, Nova Scotia

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Verified Reviewer
Have been dealing with installation for months. After comedy of errors, generator installed on 10-7-2020 but not operable because of part that will not be fixed until Monday. So here sits over $10,000.00 worth of generator, a hurricane on its way tomorrow and it can't...
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ID
#2215790 Review #2215790 is a subjective opinion of poster.
Preferred solution
Let the company propose a solution

Company never responded when I tried to buy a backup generator

I tried emailing and calling to get a quote and the 7 year warranty. No one ever replied or answered the phone. Then I tried chat and set up an appointment with an unnamed dealer who was to come by this week. No one ever contacted us or came. Something is seriously wrong here. You'd think they would at least want to sell something.

User's recommendation: Buyer beware something os wrong, they do not repond to sales inquiry.

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ID
#2215579 Review #2215579 is a subjective opinion of poster.
Location
Arlington, Virginia

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Verified Reviewer

Terrible service

Purchased a generator and transfer switch. I was told by the seller that both were compatible to work together. Received the product and the control lines are labeled different. Called Generac for a simple answer as to how to hook up their two products, and they said they won't give me support because they don't do installation. They told me I need to call a reseller, installer in my area to have them come out and look at the installation. This has nothing to do with an installation it is their two products hooking up to each other. They will not help you no mater what you ask. If you buy a Generac product and expect support from the manufacturer you will be very disappointed. I would purchase any other bran if I could do it over.

User's recommendation: Never buy a Generac product if you are doing the install. They will not help you at all.

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ID
#2209406 Review #2209406 is a subjective opinion of poster.
Product
Generac Power Systems Generator
Preferred solution
Tell me how to hook up their two products or if it is not compatible tell me so

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Verified Reviewer
I ordered a 22Kw standby generator from Lowes back in August for my parents home. My dad has COPD and has to use a machine. When the power goes out he has to go sit in his vehicle to plug in his machine, so I figured I would purchase this for them. The Genie was...
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1 comment
#1948451

Sounds very similar to the experience we had and continue to have. My husband needs to have oxygen a CPAP and for a year now the system was needed twice but was not available to us. I live with the anger and the fear putting this grossly overrated and expensive system has cost us!

ID
#2202831 Review #2202831 is a subjective opinion of poster.
Location
Newport News, Virginia
Product
Generac Power Systems Generator
Pros
  • Will run whole house
Cons
  • Poor customer support
Loss
$350
Preferred solution
Let the company propose a solution

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Verified Reviewer

Lousy service

I planned on making a claim on my extended warranty: several phone calls, several e- mails, all to no avail. Not even one phone call back; not even one e-mail back. I have never encountered such an irresponsible company in my life. I would recommend Generac only to my worst enemies.

User's recommendation: Don't buy Generac.

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ID
#2197412 Review #2197412 is a subjective opinion of poster.
Product
Generac Power Systems Generator
Loss
$300
Preferred solution
Let the company propose a solution

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