Business ProfileforTucker Machine Co. Inc.

On 12/29/2021 I purchased a Generac 6500E generator at a local distributor. At about 19 hours of operation in July 2022 it was not running properly at all. Ultimately, with winter approaching I placed a telephone call to Generac; I was advised to contact Tucker Machine as they are the Generac approved warranty service provider. The ** representative was told that I was reluctant to contact Tucker Machine because their reputation is disreputable. Yet as the only local warranty service provider I did not have a choice. Tucker Machine was contacted December 7th; advised of the warranty details, asked for my receipt, and informed me I would be responsible for a $60 pick-up fee. On Jan 3rd after hours someone arrived at my residence but could not take the generator because it could not be carried to the truck by an individual. The generator along with my purchase receipt was picked up after hours on January 4th by Tucker Machine. Both Generac and Tucker Machine were informed that this unit is critical for my survival and safety for off-grid power. And they were informed that that my solar service company representative loaned me his personal WEN 6000W generator, which has adequately run throughout the 2022-23 winter season, to be returned upon delivery of my Generac unit. Multiple calls and messages to Tucker went unanswered. Finally, I called the parts line and had the call transferred to service. On January 13th I was told the unit was in progress. January 20th another call was placed, the response parts are on order. February 1st a call was placed, the response waiting for carburetor. No return calls had been received so I called Generac on February 21st; they advised that the carburetor had been on back order but had been delivered to Tucker Machine (no date was given). The ** representative at Generac called Tucker to ask for a status update then called me back. He informed me that Tucker stated they had received the part but were waiting for testing to be completed. On 3/2/2023 I received a call from Tucker Machine that the generator was serviced and ready to be delivered. However, when asking for my credit card I clarified it was for $60 pick-up fee. The response was shocking, they were not aware this was under warranty, that none of the service nor parts were covered under warranty anyway. Reminding that I provided my purchase receipt following our discussion about the warranty, I objected and disagreed then stated I would call Generac, this generator has a two-year warranty; I was told to go ahead and call them but it was not a warranty covered service.Then my call to Generac resulted in a ** representative placing a call to Tucker Machine again whereby they were informed that the operation of the generator caused the problem not manufacturer defect. Service notes and invoice were requested to be sent to Generac. The information stated that likely the unit running on full-choke caused gunked up components; the service included replacing the head gasket, the carburetor, and also the battery; I do not know what else. An external battery would not have been gunked up. There was no incorrect operation of this generator; oil was changed according to owners manual; and gas was clean either from Mobile or ************** stations. The battery charger that came with the unit was the only item used for recharging the battery. The generator was always stabilized and operated from the top of a pallet, not on the ground surface. This unit was only seven months old with less than 20 hours of operation when it failed to operate properly. Based on the report from Tucker Machine, Generac is not going to cover this expense, I am not paying Tucker Machine for anything at all. They were informed it was a warranty service. If that coverage was going to be disregarded, I should have been notified and given an option whether or not to proceed and at what costs. Now I fully comprehend Tucker Machines reputation.