Complaints

• Initial Complaint

  03/28/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  We purchased a generator from Mid-Ohio Generators that was installed in or about August 2016, a generator that is warranted until 2024. The generator is a Generac llKW, Guardian Series.

  In April 2021, the generator's battery was replaced; and a gasket was replaced shortly thereafter upon which time a service agreement was entered between us and Mid-Ohio Generator with Jeff M*****, Service Manager.

  The generator was serviced in 2022. Jeff indicated the motor needed to be replaced and learned that it was no longer available. He said he would look into it. What good is a warranty if a part needed for a generator is no longer available? We followed up a couple times, no solution, no action.

  During a week in 2022 when the electricity in our area went down for several days, we were a little surprised and pleased that the motor held through this outage; the generator got us through several very hot days. Promises were made that we would hear back on the motor and the warranty on what the company planned to do about our generator and its need for a new motor.

  It's March 2023, the winds are high and the lights are flickering, the generator doesn't work, and we're reminded of the lack of response by Mid-Ohio Generator. Our follow-ups for action last year did not yield results, hence this letter.
  

  

  Business response

  03/31/2023

  First and foremost, I would like to say I am sorry for this issue. If upper management had been notified, we would have taken care of this dilemma. 

  Our proposed solution is as follows: 

  Mid-Ohio Generators will replace the entire 11Kw Generac generator for a brand new 10Kw Generac generator, as they no longer produce 11Kw Generac generators. At this time, we can provide the brand new 10Kw Generac generator with a Generac 10-Year extended warranty. Both the brand-new generator and 10-Year extended warranty would be at no charge. The offer for the 10-Year warranty does expire June 20th, 2023. 

  Warm regards,

  Steve M********

  Mid-Ohio Generators

  Customer response

  04/06/2023

  Hello.  This is a follow-up to your letter of March 31, 2023.  Thank you for advancing our concern to Mid-Ohio Generators.  They promptly responded and progress is being made to resolve the matter about which we contacted you.
  
  Thank you.  ***** ****

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩