Personalized Power Systems

I purchased a $ 12,000 Generac generator and $ 10,200 for them to install it. Afterwards I also bought some maintenance contracts and some added accessories which they installed. In the past 5 years I have opted to do self-​maintenance on my generator saving about $ 900 every year. Today my generator failed from a simple fan belt breaking (an $ 18 part). Normally I have a spare but evidently I forgot to order another. I will be traveling soon and need the part today so the generator can do its job while I am away. I called the company and spoke to Erica in service who said they have the fan belt but the company must come and install the belt (for about $ 500) and they cannot sell the belt to me. I explained my purchase history but Erica said it does not matter and that they legally cannot sell parts to a customer. This is complete garbage as they have sold me parts before for a second portable unit I bought from them. I asked to speak to the owner, to which Erica said they were not available to talk to me and that it would really not matter as the owner would say the same thing to me. It is shocking any company would treat a returning customer this way and worse yet Erica takes pleasure in delivering this very arrogant answer. It is absurd that a company would hold a returning customer hostage requiring them to spend $ 480 to return a generator to operation when selling me an $ 18 belt will do the same thing. Take my advice and learn from my experience before you spend upwards of $ 25,000 with them and get such a ridiculous answer that leaves you without a working generator.