Complaint Review: Generac

Please reference Generac case ​# 197668

I have had the unfortunate experience of running my XT 8000e Generator. I used a manual Generlink transfer switch -Briefly - We had a power outage and I commenced using the Generac via the Generlink to power several items in the house which were well below the load limit of 8000KW- the generator power bar indicated that it was well bellow full demand - it was approx 3/4 bar light and dropping lower at times -- I first noted that the house lights appeared brighter than normal and I thought this was because the Generator was providing a good flow of current - That would prove wrong in a big way.

After I had the Gen running I went to see if the furnace was running and much to my surprise the HRV control and the Honeywell heat control were acting erratic and showing erroneous inside temperatures - I called my heating contractor and he could not seem the understand why the control was doing this but he felt it was something to do with the power supplied by the Generac -- I turned the furnace OFF (I think I did it in a nick of time). While looking at the control _ smelled sometime burning - I went into the office and fouud that the surge protector was starting to melt - at that point I thought it had burnt out and I unplugged it immediately and put in a new one -. I left the office and went into the kitchen and saw the microwave control flashing with and unknown signal - I unplugged it right away - then I heard a loud POP sound - I Immediately went into the office and my computer had smoke pouring out of it - I thought it was on fire (and it would have been if I had not unplugged it) - so I unplugged it and started to shut down everything in the house - then the utility power came back on - I turned off the XT8000e and unplugged the transfer switch which allowed utility power back into the house - I turned the furnace on and it appeared OK as did the Microwave -- I checked the rest of the house and found my Xbox power supply was burnt out as was the surge protectors for my computer and my stereo system in the great room.

WE WERE LUCKY THAT THESE COMPONENT DID NOT CATCH FIRE - THE COMPUTER WOULD HAVE CAUGHT FIRE FOR SURE AS THE POWER SUPPLY WAS MELTING DOWN .

SO WE HAD AN OVER CURRENT - NO DOUBT ABOUT IT - The ONLY power coming into the house was being supplied By the Generac PERIOD!!!!--The house wiring is NOT defective nor would it contribute to the over voltage - the only other possibility was the Generlink - but it was installed properly and to code by our utility company - in addition I contacted generlink and informed them of the event and they said it could only be two thing - This is the email they sent me "

There is a couple of things that could have caused this to happen. 1. The "ground / neutral" cable in the back of the GenerLink wasn't connected properly when the contractor installed the GenerLink. 2. The generator voltage regulator for that instance didn't work properly. This can happen where the generator will spike causing an "over voltage" and then go back to normal use. From what you have describe, there was an "over voltage" from a power source. "

 So with that Generlink sent me a test procedure to make sure the Generlink was properly installed as follows "

So, you will need an Ohms meter in order to do the testing. When you are ready follow these steps.

1. Connect the GenerLink cord into the GenerLink.

2. Connect a power cord into one of your 120v outlets near where you can reach both the GenerLink cord & this extension cord.

3. Turn on the Ohms meter and set the dial to 20 ohms. The display should be blank at this time. 

4. Take one of the probes and touch the neutral of the GenerLink cord. See picture. This is the prong diagonally across from the ground. (pin without the black tip)

5. Take the second probe and touch the neutral of the extension cord. This is the longer of the 2 square slots. When you are touching the 2 cords in these locations, the meter should read 20 on the display. If you get a readying, the GenerLink is connected properly.

I conducted this test immediately and the meter read the proper OHMS indicating the Generlink is installed properly and further - The Green light on the Generlink show the Generlink is operating properly.

SO- the sole cause of all the damage was the current supplied by the Generac - there is no other device or wiring issue that would have contributed to this over current and it is obvious that the AVR (automatic voltage regulator ) malfunctioned and DID NOT control the voltage.

Incidentally I have been made aware that there was a Generac the same as mine that caused the same problem in Ohio - I am sure you were made aware of this or should have been.

So - Generac agreed to have the Gen set picked up by a Generac service agent - they did that and apparently put it under static load of 4500 watts (well below the 8000W capability of the Generator and found it ran OK/. I spoke with the Generac service provider and asked if he checked the AVR and he did not - he just performed the load test and he was asked to do by Generac.

So - I called Generac and asked if he could check if it was possible that the AVR could have failed intermittently - Apparentlytheychecked with someone with certain knowledge of generators and they could neither deny or confirm that the AVR failed to control the voltage -

So- that is it-Generac says I cannot prove the Generator caused the problem -- this is ridiculous - the fact of the matter is that the only power being supplied was produced by the Generac. I went to great lengths to look at all other options and I spoke with the Electrician that wired the home, an Electrical engineer (I sent him all the Generator schematics and Generlink manual), and Generlink. They all agreed that the ONLY POSSIBLE CAUSE - the Generac that MUST have malfunctioned and caused this over current- this combined with the fact that Generac  can neither say either way if the AVR malfunctioned intermittently-also there was no specific tests conducted by the repair facility that would check out the AVR.

So Generac stated that I needed proof that the generator caused this -

Well I have all the proof I need

1) Three expert in this field agree that is was the Generator causing over voltage

2)Three burnt out surge protectors - one of them started to melt (I am keeping this as proof)

3) Burnt out and melted power source from my computer (I also have this)

4)Burnt out power source from my X Box (I have this)

5) two blown light bulbs from the garage door opener.

What proof does Generac have that this Generator did not cause the over voltage -- None

I was just lucky that I noticed all these conditions - had I not paid attention to this there is no doubt I would have had a fire starting in the office - the house (which is new) could have sustained major damage or in fact burned down resulting in loss of property and the possible loss of life. I can only imagine what would have happened if the power outage was prolonged and we had this generator running without checking the circuits -- especially if we had it running over night.

It is quite evident that Generac is denying that the Generator caused these problems and I can understand that as a Generac employee it is his job to do so/

On the other hand Generac needs to step up to the plate on this and look into it -- I cannot imagine the horror of someone running this type of Generac and sustaining a fire that caused loss of life.

I spoke to the Fire Department and they told me that if there was a fire the Fire Marshall would be called in - there is no doubt that the source of the fire would be traced back to the Generator as this is the ONLY SOURCE of power at that time.

So I incurrred over $700 in damages that Generac refuses to pay.