I had purchased a Generac 6500 $ 6306257 through my local distributor/installer on or about July 09. Generator continuasly overheats. I had spoken spoken with a Generac representative, Dan Montanye in Customer Support on Monday August 08. He stated he would email an incident report form to me, complete it, and a Resolution Specialist would contact me within 48 hours. I recieved the form, completed it, and returned it on Tuesday August 09. After I was not contacted by anyone from Generac I called on Monday August 15 and was informed at this time by Terrie McCarthy that Daniel Montanye was no longer employed by Generac and that all of his emails had been deleted and the computer removed from his desk unbelievably without anyone checking the emails. This is the reason I was given for no one contacting me regarding the $ 3600.00 generator I purchased that has not worked properly since the day I purchased it. The generator was purchased for use in a mobile grooming vehicle and the compartment it was installed in exceeded the minimum standards dictated by Generac by a local distributor.
The generator was installed July 09 and we attempted to put it in service on July 11. The generator ran for approximately 20 minutes then shut off with the indicator flashing 6 times indicating high oil temperature. We were able to restart it approximately 30 minutes later and it again shut off due to high oil temperature. On July 16 removed the generator and reinstalled it. I am not familiar with the scope of work performed this date. We continued to have problems with the generator shutting off. PM2 then let me use a portable generator which I had to install on a trailer hitch carrier which I had to purchase at a cost of $ 119.00. They then removed the Generac generator and operated it at their shop off and on until approximately July 30. It was then reinstalled and we had the same overheating problem. Was advised by my distributor that Generac advised him there may be some loose insulation blocking airlflow around the engine causing it to overheat. I then contacted Generac on Monday August 08 which is the day I spoke with Dan Montanye and of course nothing was resolved because he doesn't work there anymore and no one bothered to follow up on what he was working on. On Monday August 15 I took my vehicle back to the distributor so they could remove the generator from my vehicle. I stayed while they removed the generator and removed the enclosure roof. It was then rather apparent that the fiberglass panels surrounding the muffler was loose was not sufficiently attached to the enclosure. Upon further investigation it was noted the isolation spring on top of the muffler was installed incorrectly causing the muffler to press against the exhaust divider panel and a bolt was missing from the muffler hold down bracket. Also noted was the rubber gasket that runs between the enclosure roof and divider panels was also installed in a very shoddy manner rendering them ineffective in some areas. My distributor photographed the items in question and forwarded the photos to tech support. My dilemma now is what is Generac going to do to correct this situation? I still do not have a working generator in my vehicle. I have been sold a defective generator that appears to have been poorly constructed with little attention to quality control. This generator should never have been sold in the condition it is in. I have not been contacted by anyone at Generac. I sent an email to Angi Miller a "Resolution Specialist" on August 16 but have not been contacted by her or anyone else at Generac. Also left messages for Roxanne Hernandez. At this point I am so dissapointed and frustrated with the complete lack of customer service that I would like to have my money refunded so I may purchase an Onan Generator. So Aaron Jagdfeld, if you see this email, could you please motivate one of your employees, or better yet, can you resolve this issue?
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