Complaints

This profile includes complaints for Generac Power Systems, Inc.'s headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Generac Power Systems, Inc.

  S45w29290 Highway 59 Waukesha, WI 53189-9071

  
• 

  Generac Power Systems, Inc.

  211 Murphy Dr Eagle, WI 53119-2065

  
• 

  Generac Power Systems, Inc.

  757 N Newcomb St Whitewater, WI 53190-1475

  
• 

  Generac Power Systems, Inc.

  900 N Parkway St Jefferson, WI 53549-1338

  
• 

  Generac Power Systems, Inc.

  3815 Oregon St Oshkosh, WI 54902-7100

  

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

• Initial Complaint

  Date:06/26/2025

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a Generator from Generator Supercenter. The install happened however I purchased the extended warranty at the time of sale. The extended warranty to date has not been applied. I reached out to the Generac partner, Generator Supercenter and they keep saying they will apply it, but it's not happening. I'm filing this with Generac because Generator Supercenter is a preferred partner listed on their website. All I want is what I paid for which is my extended warranty. Everything was paid for prior to installation, but I'm not getting what I paid for. I've tried multiple times reaching out to Generator Supercenter to correct the issue, but it's still not getting applied. So that why I'm hoping Generac can get it fixed.

  

  Business Response

  Date: 07/01/2025

  Hello *****,

  I apologize for the delay you experienced in having the extended warranty applied after your recent generator purchase. I emailed Generator Supercenter about this, and they seem to have acted quickly on it. I can now see your 10-year extended warranty active in the system for your generator (serial number **********). Be advised that it can take some time for the information to update within the Mobile Link app; but rest assured that you are covered. For your reference, see attached for the 10-year extended warranty terms and conditions. You have extended warranty coverage on your generator until 3/6/2035. If you have additional questions or would like to request more information, feel free to contact us at ************.

• Initial Complaint

  Date:06/12/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I had an authorized Generac repair company fix my Generac that is only three years old. What I was charged for was inconsistent with what I was told was wrong with my generator. I called Generac to see if I could get support from Generac to test my controller to see if what the repair company was telling me was correct. I got a flat no for an answer and was told to have another authorized Generac repair company look at it. If I do that it will cost more and I could possibly start a war between the two repair companies if one tells me one thing, and another tells me another thing. Plus I have already spent over $2,000 on the repair so far. I need Generac to test my controller at my shipping expense there and back. The answer was no as I said. Generac does not stand by their product if they did they would want to know if a repair company was ripping people off with unnecessary repairs.

  

  Business Response

  Date: 06/18/2025

  Hello Sam, we're sorry to hear about the issues you have encountered with your generator. Please contact us at 888-436-3722 and reference your case number, which is 80078798. We will need to gather more information on the recommended repairs and the charges you are disputing.

• Initial Complaint

  Date:06/12/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a 14 ton generator in August 2023, sold by "Premier Generators" in **********, **. The generator failed in February, 2025, while we had guests at our short term rental, causing financial loss for us. When the generator tripped, only the dryer and TV were on, no reason for the unit to fail. I attempted to gather more information from Premier. Premier completely went dark on me, never responding to calls. I made at least a half dozen attempts to contact the company, leaving messages with staff but never hearing back. Finally, I called Generac itself and spoke with a few people. I filed a complaint with them over Premier. A week later, I hadn't heard back from Generac. I called Generac again and learned that their process is to contact the company in question (Premier) and await a response. Of course, that is reasonable. If a company doesn't respond, supposedly Generac will try again. The process seems very passive and slow, and I would think if a company like Premier is representing the Generac brand, that Generac would care. In any case, when I contacted Generac for the second time I requested that Generac follow up with me a week later to let me know the status of my complaint. They agreed, but it didn't happen. On March 20, 2025, I spoke with **** ****** at Generac. We had an agreeable and pleasant conversation, and I felt that **** took some ownership of the problem. A month later, I still hadn't heard back from Premier or Generac. I emailed **** again and got no response. I emailed him again on May 22, 2025, and again, no response. I'm not sure how many times I spoke to Generac, but I know I spoke extensively with ****** on March 12, Sequoia and **** on March 20 (72 minutes), and sent multiple emails. It's now been around 100 days and I've been completely ignored by Generac. I have no other recourse at this point than to file a complaint. I have requested and am requesting once more simply for Generac to provide an extended warranty free of charge.

  

  Business Response

  Date: 06/23/2025

  Hello Sam. We are actively working on resolving your case. If you need to provide an update or speak with a representative, you can reach us at 888-436-3722 and reference your case number, which is 
  9909777.

• Initial Complaint

  Date:06/09/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  ********* purchased from ********** May 29, 2024. I called Generac to get a certified installer and Generac referred me to Pink *********** was paid then sent a third-party contractor no name on truck & no biz. Pink then went out of business. Failure 1 - The day after the installation, the generator stopped working, I called Generac Customer Support and your team talked me through clearing an error message that the installation techs failed to clear.The generator worked 5 weeks.Failure 2 - Generator just started running for no reason, no power outages. Generac sent a different service company out, they said they replaced the circuit board in the **** they replaced it.The generator worked a few months.Failure 3 - Generator started running again in the middle of the night for no reason, no power outages. Generac dispatched yet a different service company and they charged me for a new battery, fuse and service visit (this is less than 6 months after the generator was purchased and installed) over $700 for repairs.The generator worked a few months.Failure 4 - Generator started running again in the middle of the night for no reason, no power outages. Called last service company that was out and they returned, replaced a fuse, gave me a box of fuses and said any time this happens just replace the fuse for the "battery charger", charged $150.The generator worked 8 weeks.Failure 5 - Last Week - Generator started running again for no reason, no power outages. Fuse was blown, I replaced the fuse and the generator worked for 1 week.Failure 6 - Today 6/9/25 - Less than one year after the purchase and installation - Again the generator started running in middle of the day for no reason, no power outages. This time the power blinked on and off multiple times as the *** couldnt decide if the house should be on Generator power or Utility Power (again, no power spikes, no outages in the area, no bad weather, no reason at all).

  

  Business Response

  Date: 06/11/2025

  Hello, ***. Thank you for bringing this issue to our attention. Given the recurring issues you've had with your generator's operation, I understand why you are urgently seeking to have the underlying problem corrected. I read into your case history and per the most recent notes, we are requesting the following information from you:

  1. A list of the service dealers who have worked on your generator in the last year.

  2. Invoices and/or paperwork from these service visits.

  At your earliest convenience, please send these documents to ******************************************* We can also be reached at ************.

  For your reference, your case number is 80060895. 

• Initial Complaint

  Date:06/06/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am having issues with the lighting in my home while on generator power. I contacted Generac for service from a local provider. The generator being under warranty, Generac dispatched a local company for the service call. The service company came to my residence and stated there was no manufacture defect and charged me $200.00. The problem persists, so Generac sent a second service provider who charged me $500.00 for the service call and said there is an issue, but its not related to the Generator. After an *********** the second service provider recommended, the problem persists. Generac stated to continue having testing done at my expense, reminding me they only cover costs if the service provider can find a faulty part or defect. Its impossible to keep paying out of pocket for service and diagnostic testing it would be thousands of dollars. The warranty they claim to provide will not pay the service provider for diagnostic testing until they find an issue they consider a manufacturer defect. The warranty continues to force you to pay out of pocket as they continue to push for further diagnostic testing. The claim of a warranty is false advertising and the local service providers know they can make you pay for diagnostic testing if you have a complex problem every time a service call is requested.

  

  Business Response

  Date: 06/09/2025

  Hi ****, this is *****. We spoke on the phone earlier today about this issue. I'm writing to confirm that I have received the invoices you sent to my email.  For next steps, I will follow up with you on 6/30 to learn about the results of the service visit you have scheduled on 6/27. Please contact me directly if you have any questions.

  Customer Answer

  Date: 06/09/2025

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me for now as long as the process continues and a final solution is determined to solve my issue. 
  
  Regards,
  
  ******** ****
  

• Initial Complaint

  Date:06/02/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  The generator was purchased to temporarily power the home while we waited for utilities to be brought down the road. We originally anticipated it taking a week, but it turned out to take 4 weeks. During the night of the third week, the generator broke from what appeared to be a faulty piston rod, resulting in a number of holes in the side of the block from the rod breaking through. And the generator is obviously not in working order as a result.They will not cooperate with the electrician who installed the generator, and they refuse to work with homeowners. And they are doing everything it seems to try and run out the warranty period, which is 1 year which will end in September. They don't want to fix it because it was never registered because it never had service from the grid. Which was why we bought it in the first place.

  

  Business Response

  Date: 06/03/2025

  Hello ****, thank you for bringing this to our attention. In order for us to proceed with a warranty claim, your generator will need to be registered and activated- which formally establishes the beginning of the warranty period. Once the generator is registered, a Generac authorized service dealer will need to diagnose your generator to determine the root cause of the issue you've reported. Warranty claims can only be submitted by Generac authorized service dealers, who are licensed to service and repair our home standby generators. You can register your generator here: ******************************************** You can find a Generac authorized service dealer here: *********************************************************************************** If you would like to provide additional information, you can contact us at ************.

  Customer Answer

  Date: 06/03/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  There is currently a Generac licensed serviceman working on this case, but he isn't able to get anywhere because the generator was not hooked up to the grid initially, therefore not registered. He is unable to get anywhere with the warranty department because of this, and we can't delay this any longer. We need this resolved. What is needed on my end to move this along? 
  
  Regards,
  
  **** *******

  

  Business Response

  Date: 06/11/2025

  Thanks for the information, ****. Our generators are not designed to be used as a primary source of power in locations where utility power is absent. They are only intended to be used briefly during power outages. Unfortunately, using our generators in this application voids the warranty: 
  ************************************************************************************************************
  
  This is specified in the warranty statement- which you can find here: 
  *******************************************************************************************************
  
  I'm sorry that your electrician did not make you aware of this when the generator was installed initially. For next steps, you might consider working with a Generac authorized service dealer to determine your repair options. I want to make sure we are exploring all possible avenues for resolving this.

  Customer Answer

  Date: 06/11/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  That is something that should be noted when purchasing something this large. We will not be exploring more options for Generac to make even more money off of predatory practices due to electricians incompetence to inform customers of use scenarios when they knew exactly what it was intended for. Had we known this, we wouldn't of purchased the unit, which would have meant one less sale for Generac. Which is why it's hidden in fine print. Thanks for nothing. 
  
  Regards,
  
  **** *******

• Initial Complaint

  Date:05/08/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a new generac from a licensed installer. When attempting to register the generac I found out it was pre owned. Generac refuses to help or use their licensing to get the installer to give me a new generac like I paid for.

  

  Business Response

  Date: 05/19/2025

  Hello ******, thank you for bringing this to our attention. I see that you have been in contact with our customer support team about this. According to the most recent notes in your case (********) it appears as though the registration and subsequent warranty issues have been corrected. If this is not the case, please call us immediately at ************ and reference your case number above so we can assist you.

• Initial Complaint

  Date:04/29/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have owned two Generac Powerpact generators in the last 3 years. The first Powerpact failed after two years due to a faulty rotor and it failed when I needed it most,during a storm. I called Generac for support and they failed miserably. They never took care of my issue or returned my numerous phone calls. I had a service tech out and he told me they wouldnt do anything even though it was still under warranty. Fast forward to August 2024, Since my wiring was already in place, I purchased another Powerpact generator from Generac. 5 months in, I notice a pool of oil underneath the generator. This brand new generator hasnt even had its first service done, brand new from the factory leaking oil everywhere. I called another Generac service tech and he tells me the crank seal is faulty. What? Two brand new Generac generators failing that soon? Generac claims the best generators and the best customer service, I never received either. I paid $6000 for two generators that failed to provide zero comfort if my home experienced a power loss. Generac will NOT support you in any way ,shape or form which is unacceptable in this day and age. Their customer service is staffed with people who have zero experience with generators and simply read off a menu of options.Generac, you left a customer hanging with two generators purchased out of my hard earned money with ZERO support after they BOTH failed. You claim you have the best generators in the industry,I STRONGLY disagree. I have lost complete confidence in Generac as a reliable generator for my family!

  

  Business Response

  Date: 05/12/2025

  We are truly sorry to hear about the repeated failures and frustrating experiences with your two PowerPact generators clearly, this situation falls short of the high standards we uphold for quality and customer care. We want to understand what happened and make things right, so please contact us directly at ************ with your personal information. Were committed to finding a resolution and regaining your trust.

  Customer Answer

  Date: 05/12/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed 

  Generac does NOT hold themselves to high standards for customer support or warranty guarantees.  It has been over a year since the failure of the first Powerpact and Generac NEVER resolved the issue!  Never contacted me or honored my warranty.  I called a Generac service tech for both generator failures and they told me that Generac has been horrible supporting the Powerpact models because they are so cheaply made.   Generacs response to this BBB complaint is for me to call them.  That should tell you all you need to know about the quality of their support!  I have spent more hours on the phone with Generac, and they ALWAYS tell me someone will call me back and they NEVER do!   Its pitiful when there is a customer complaint on the ********************, and ********************** simply refers me to a 1800 number like I dont know how to call the support number.   Do you think I would go as far as filing a complaint with the BBB if your support took care of me?  Very lazy on your part Generac!  How about you actually call me and find out why TWO generators failed after a very short time?  Doesnt sound like quality products from such a well know brand.   I will tell you that I contacted the ************************ and reported Generacs unethical practice!   

  
  Regards, 

  ************. ( In case you forgot my phone number Generac)
  
  ******** *******

  

  Business Response

  Date: 05/20/2025

  Hello ********, we are actively working towards a resolution on your case. For your reference, your case number is ********. We will contact you directly as soon as an update is available.

• Initial Complaint

  Date:04/25/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a home generator system because I wanted to feel safe in case my home lost power during bad weather. In order to assure the system would be there when I needed it, I always had it maintained as recommended--paying for professional servicing every six months. Then, a few months ago a storm struck and the power went out. But it turned out that my investment in this system instead put me in ***** way. Rather than powering my home as it was supposed to do, it sent an enormous voltage into my home, destroying several major appliances. I was lucky that my home is still standing and nobody was hurt. I contacted the company, but they have refused to even respond to my letter.

  

  Business Response

  Date: 05/08/2025

  We are deeply concerned to hear about the frightening experience you had with your generator and the damage it caused to your home and appliances your safety and peace of mind are our top priorities. We understand your frustration with the lack of response and want to assure you that we take this matter extremely seriously. Please contact us directly at ************ so we can immediately investigate this incident and work towards a resolution.

  Customer Answer

  Date: 05/19/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  

  Complaint ******** should not have been closed. The company has opened an investigation last week and I am awaiting the opportunity to speak with the investigator this week. I do not know if there will be a satisfactory response. Please reopen this complaint.

  
  

  
  Regards,
  
  ******* *****

• Initial Complaint

  Date:04/21/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On December 23 2024 the Installer did a warranty swap of an inverter but Generac has not / will not provision it so it generates power. The Installer an myself sent multiplle emails and calls to support but they refuse to reply to the emails or return our calls

  

  Business Response

  Date: 05/08/2025

  Thank you for taking the time to bring this to our attention. We apologize for the lack of communication and for the negative service experience you've had. Please know that our team is actively working on your case and will be in touch with you soon regarding next steps. If you need to provide additional information, or receive an update on the status of your case, please call us at ************ and reference your case number.