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:07/15/2024

  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.

  Regarding ***erator serial number ********** I have opened a case with Generac on June 24, 2024 which is the date my Generac was scheduled to be installed. Case number *******. I spoke with ********* ******* regarding my Generac ***erator was supposed to come with a 10-year warranty and my contract included mobile link monitoring from Generator Supercenter in *******. My ***erator does not have the mobile link installed and I did talk with Generator Supercenter in ******* to complete the install. Additionally, when registering my product it would not allow me to complete the registration as somehow someone has already registered my ***erator in their name. The registration in someone else's name prevents me from completing my warranty registration as well as stops the ***erator from connecting to my mobile link account so that I can get the *** monitoring program that I am paying for.

  Customer Answer

  Date: 07/30/2024

  I have not heard back from Generac. I am not satisfied with their lack of response. I would like for Generac to fix my warranty registration with the correct details under my name and correct the dates to reflect the 10 year warranty I have. Additionally I would like for the company to fix my mobile link account to have the generator under my name and account instead of someone elses name and account. Lastly, the company needs to complete the install of my Generac generator by installing the mobile link cellular monitoring device. Without all of these updates I am unable to utilize the remote monitoring service that I have in my contract and am paying for. 

  Customer Answer

  Date: 08/27/2024

  I have not heard back from Generac. If you could reach out to Generac again on.

  
  

  

  Business Response

  Date: 08/30/2024

  Good day,

  I apologize that the communication with Generac has been poor.  I will expedite your complaint to the Appeals and **************** to have a specialist reach out to you on the issues you are experiencing. Please expect communication within 3-5 business days.

  Regards,

  Generac

  Customer Answer

  Date: 08/30/2024

  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.
  
  I have waited over 60 days since I originally opened a case with Generac and approximately 45 days since I have opened a BBB case. The case I opened with Generac they stated they will submit my case for further review but no one has gotten back to me. This should be a very simple fix for both the warranty the mobile link connecting via cellular, finishing install of cellular mobile device, and starting Generator monitoring and service plan. 
  
  Regards,
  
  *****-** ******

  Customer Answer

  Date: 09/16/2024

  Generac has reached out to me stating that a technician would come complete the setup of the generator and resolve the generator monitoring issue, registration, warranty, and bad battery. They stated the technician would come 9-13-2024. The technician has not come to my home. I am not satisfied by this response as my problems are not resolved and I have been trying to get this resolved since June. 

  Customer Answer

  Date: 10/03/2024

  They have not addressed my registration problem and monitoring component of the generator. They have not resolved my concerns. 
  

  

  Business Response

  Date: 10/11/2024

  Good day,

  From the case information it looks like this case was closed 9/3. I will have the specialist reach out to close any further questions you have on the case.

  Regards,

  Generac

  Customer Answer

  Date: 10/18/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ** ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  Generac has opened a new case number 9479991 to address ongoing issues with the generators monitoring, generator communication issues, and an issue where Generac has stated my generator serial number ********** and the serial number on the communication module ********* is associated with the ** ************************************ and this information is already showing for the other customer serial number **********. ********************** and Generator Supercenter of Tomball both state they are working on it however the problem is not resolved yet. Im not sure if my generator needs a communication part replaced or if the generator is faulty and not communicating.
  
  Regards,
  
  *****-** ******

  

  Business Response

  Date: 10/31/2024

  Good day,

  In review of your closed case, the remaining issue is with the dealer reporting incorrect customer information for your mobile link fleet account. Unfortunately, Generac does not handle the dealers information and request that you follow up with the requested change to the dealer.

  Regards,

  Generac

  Customer Answer

  Date: 11/08/2024

  [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:
  
  In reference to complaint ID ******** the company has come out to my residence earlier this morning to replace the faulty parts and I find that this resolution is satisfactory to me. 
  
  Regards,
  
  *****-** ******
  

• Initial Complaint

  Date:07/12/2024

  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 GENERAC Guardian Series 24KW whole home ************************ from Lowes Home Improvement on 2/27/21. The purchase included the Generator, 200 amp transfer switch, gas meter upgrade, 6" concrete slab, trench to gen set, & permits. I was unaware that Lowes was subcontracting the installation to a third party company. There was a backorder on the generator and it was installed on or about June 2021. From that time until July 8, 2024, our home only lost power a few times and for only several minutes at a time. Hurricane ***** went through our area on the morning of July 8, 2024. We lost power at approximately 0700. We were without power from 0700 Monday July 8, 2024 until approximately 1800 Wednesday July 10, 2024. At or about 0500 Tuesday, July 9, 2024, one of my ** sensors, outside of my Daughter's bedroom, activated. The combined smoke/** sensor is tied to my Ring Alarm system and connected to a live dispatch center. I was called within 2 minutes of the alarm. The Dispatcher also attempted to call the League ********************* however, they were not answering their phones due to the hurricane damage. Within several minutes, several other ** sensors throughout my home activated. My Son flagged down a passing **** van and the driver entered our home with an ** detector. It read 80 PPM ** throughout the home. The reading at the corner of where the unit was 212 PPM I evacuated my 2 children, dog and sent them to their Mother's home. The **** person went to where the generator was and said that it was improperly installed. The exhaust vent was so close to the home, ** was hitting the wall, going up and through the soffit vents into the attic. Once in the attic, it was dropping into the living space of the home. My children and I were being exposed to carbon monoxide and if it were not for our ** alarms and ******************* we may not be alive today. I want the generator moved to my back fence without being charged.

  

  Business Response

  Date: 07/18/2024

  Good day,

  I apologize to read that you have experienced this with your Generac product and the dealer network. I understand you have submitted installation information and will forward this complaint to the Appeals and Grievances specialist working your case.

  Regards,

  Generac

• Initial Complaint

  Date:07/10/2024

  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 Generac 24kw standby generator we purchased in 12/2020 and installed 5/2021 failed in 5/2024 due to a defective gasket which allowed oil to leak into the stator which shorted out. The replacement stator also was defective. The 2nd replacement stator was supposedly shipped 6/26/2024 and has yet to be received. I am aware of other Generac 24kw units experienced the same issue. We have lost power due to a hurricane and we are 1.5 months without our standby generator. I am wheelchair bound and dependent on electricity.

  

  Business Response

  Date: 08/02/2024

  Good day,

  I apologize to read that you have had a stator failure with your unit that was not resolved on the first repair of the item. I will escalate to Appeals and Grievances to have a specialist reach out to you for further assistance.

  Regards,

  Generac

  Customer Answer

  Date: 08/02/2024

  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.
  
  I was given a case number 8000023809 on 7/23 and was told a case manager would contact me in 3-5 business days. That has not happened.
  
  Regards,
  
  *******************

  

  Business Response

  Date: 08/15/2024

  Good day,

  I apologize you have not had communication on your case. I will send this over to your case specialist and contact you as soon as they are able.

  Regards,

  Generac

• Initial Complaint

  Date:07/10/2024

  Type:Sales and Advertising 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 October 12, 2023, I purchased a Generac gasoline portable generator. I had to use it for the first time on July 2024. It started with no issues. On July 9, 2024, the generator would & does not start. I contacted GENERAC, and they stated the do not and will never have anyone to repair the generator.

  

  Business Response

  Date: 08/02/2024

  Good day,

  I apologize to read that you have had issues with your Generac portable starting.

  I will have an Appeals and Grievances specialist to reach out to you and create a case. To clarify, Generac itself is not a servicing entity for the products we sell. Generac has a dealer network that you would be directed to use to repair your Generac generator.

  Regards,

  Generac

  Customer Answer

  Date: 08/02/2024

  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.
  
  [Please type your response here.]
  
  Regards,
  
  *******************************

  Customer Answer

  Date: 08/14/2024

  I did take it to an authorized repair facility and was told it would be 6 months or greater.  Generac may pick it up, along with the other 20 or 30 Generac portable generators I saw sitting there. It is hurricane season here in ******

  

  Business Response

  Date: 08/15/2024

  Good day,

  Your case for appeals and grievances is case 8000024206. Please expect communication to resolve your current issues within 5-7 business days.

  Regards,

  Generac

• Initial Complaint

  Date:07/09/2024

  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.

  To properly address the issues with our year-and-a-half-old generator, as our current vendor has been unable to resolve the problem. The generator was installed on 4/24/2023, and we have experienced startup problems since day one.On 7/3, during a power outage, the generator failed to auto-start and could not be manually started either. This issue has persisted since installation, and we urgently need a resolution.You can contact our current dealer/service provider, for further details and explanations of the ongoing issues. We either would like it fixed or replaced.Thank you for your attention to this matter.

  

  Business Response

  Date: 08/02/2024

  Good day,

  I apologize to read that you have been having a poor experience with your Generac product. I was trying to locate your product registration to find the product you are referencing. I could not locate it with your phone number or email address. I will have a specialist from the Appeals and **************** reach out to you to better diagnose and assist.

  Regards,

  Generac

• Initial Complaint

  Date:07/08/2024

  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 bought my generator because we live in ***** the first time I had to use it was fir the ice storm it worked for a few hours and went off with code 1902 the belryl came and it only worked for a few hours with code 1902 again. I bought the generator because my son has seizures, epilepsy and cerebal palsy. I cant ever get generic on the phone or by email to resolve this issue so I can use my generator when needed.

  

  Business Response

  Date: 08/02/2024

  Good day,

  I apologize to read that you have experienced two 1902 faults on two separate events. After review of your case it looks like the case was closed when Generac scheduled a dealer to come out and repair your unit. Thank you for working with your Generac Appeals and Grievances specialist to provide a solution for the issues you have experienced.

  Regards,

  Generac

  Customer Answer

  Date: 08/02/2024

  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.
  
  I sent documents by over night mail with **** to the companys CEO asking for them to at least compensate me for the food, repair on a portable generator, gas from sleeping in the car and the portable AC I had to buy and have yet to get a reply. 
  
  Regards,
  
  ***********************

  

  Business Response

  Date: 08/15/2024

  Good day,

  Thank you for reaching out. After review of your case it looks like Generac provided parts for the unit and that the dealer you were working with has carried out the repairs. At that point the case was closed.

  Regards,

  Generac

  Customer Answer

  Date: 08/15/2024

  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 appeal

  
  It took weeks for you to ship the part and for my dealer to repair. This is the second failure from your equipment that we purchased for security and reliable power. During ***** we had no power for 3 days, lost our food, had to sleep in the car because their were no hotels within 100 miles. Your equipment stopped working after running only about 8 hours. I lost 3 days of work due to no power because of your product failure. My son has epelipsy and cerebral palsy so after 3 days he really felt like he was literally dying from the heat, our floors and walls were sweating.  The floors were so wet from moisture we had to put down towels to keep from sliding, so after day 3 we had to purchase a window unit, repair a portable generator and eat out due to your equipment not being reliable. I want to be financially compensated by your company. I wrote a letter to your CEO and included copies of our expenses, why hasn't he responded? 
  Regards,
  
  ***********************

• Initial Complaint

  Date:06/26/2024

  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.

  Despite my purchasing a large system from Generac, the marketing side of the company has my details and continues to relentlessly spam me with no option for me to "Opt Out." The spam messages concede I may have already purchased a system, but the message continues without any ability for me to tell them to stop calling. My number is registered on the *** "Do Not Call" list but Generac does not care, calling me 4-5 times a day to spam me, including weekends. Generac are criminal scum and must be forced to abide by the law.

  

  Business Response

  Date: 07/09/2024

  Good day,

  I apologize to read that you have been getting a lot of spam calls from a phone number you believe is Generac. Could you provide a call log of these suspected phone calls from Generac for investigation.

  Regards,

  Generac

  Customer Answer

  Date: 07/09/2024

  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.
  
  Wednesday, June 26: 9:14AM ************ "Generac Power Systems"

  Tuesday, June 25: 11:13AM ************ "Generac Power Systems"
  

  (and there were others I can't place)

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

  

  Business Response

  Date: 07/18/2024

  Good day,

  I have forwarded this to Sales and those were the two calls that they had on record making to you and have made a note not to contact you again.

  Thank you for your time,

  Generac

   

• Initial Complaint

  Date:06/25/2024

  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 performed a warranty for this company 10 weeks ago and they have refused to pay me. They stated that I had an outstanding amount owed to them so, they were holding the money they owed me to pay the outstanding balance. The problem is that the outstanding invoice they claimed to have against me had no customer name, address, or generator serial number associated to it. So they couldn't say as to where the money was going, just that I owed it. I'm guessing someone's pocket maybe. So, after 10 weeks they tell me that they can't issue me a check because its the end of the quarter and they can't issue it for another 2 weeks! What a bunch of crap!! Stay far away rom this company.

  

  Business Response

  Date: 07/09/2024

  Good day,

  I apologize to read of the poor experience you have had with Generac. Are you a certified warranty service center with Generac? if you are I would suggest contacting your inside sales representative for further assistance with this situation. If you are not a dealer, I would be sending this to the Appeals and **************** to see why a customer has an outstanding balance.

  if you are a dealer and do not know your inside sales representative please contact ************ and follow the prompts to get the the account management section of Generac.

  Regards,

  Generac

• Initial Complaint

  Date:06/24/2024

  Type:Product 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.

  Greetings,RE: Reference case ******* I purchased a solar system with batteries almost a year ago. Since then, there have always been issues with the system. I been patiently waiting and begging for a resolution. On occasion I've been told that my matter has been escalated but nothing has become of the escalation. A couple panels were recently sent to my house and a BMU. I've called to inquire about an installation date but haven't received a response. This system was not cheap but would appreciate a refund or compensation for the time the system hasn't worked to the capacity of design. V/R *****************************

  

  Business Response

  Date: 07/18/2024

  Good day,

  I apologize to read that you have had issues with your Generac ************ product. I will forward your complaint to the ************ Customer *************** and have a specialist reach out to you from the team.

  I understand that you are requesting the items that were ordered be installed and that you are requesting a working system.

  Regards,

  Generac

• Initial Complaint

  Date:06/20/2024

  Type:Sales and Advertising 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 a Generac generator installed less than one year and have had several problems with it. After several service calls it is determined that there is a ground issue. This is very serious and dangerous as the generator cannot be grounded. Generac will not help me with this manufacturing defect.

  

  Business Response

  Date: 07/10/2024

  Good day,

  I apologize to read that you have had a poor experience with Generac and your Generac generator. I understand you are requesting assistance with your product.

  You have a case created within Appeals and Grievances. I will update that case and have the specialist working your case contact you within 3-5 business days.

  Please understand Generac is operating in storm response mode and is trying to provide each customer with the best experience possible.

  Regards,

  Generac

  Customer Answer

  Date: 07/10/2024

  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.
  
  Whike I am sensitive to the fact that the recent hurricane has burdened generator companies there was not any storms that required their emergency assistance over-the-counter last 90 days which is the period of time I've been trying to have my emergency handled. I choose not to close this case because Generac has not followed through with their commitment.  I was lied to that a service technician was scheduled to come service my generator. There was no one scheduled.  
  Regards,
  
  *********************

  

  Business Response

  Date: 08/15/2024

  Good day,

  It looks like this case has been closed and the dealer has conducted the scheduled visit.

  Regards,

  Generac