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:06/19/2024

  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.

  Some where on or about 12/20/2024 we purchased a Generac 24kw whole home generator for a new home we were building . We had the generator professionally installed about 01/12/2024 it ran for less than 30 minutes and blew up for the lack of a better word. I believed it might have been hooked up wrong. I had the power company and two different electricians come and all confirmed it was correctly installed . Then we contacted Generac and they referred us to their website to contact a warranty dealer in my area. We finally got a company called ****** electric from ******** Ok to come out. After several hours and many trips and lots of on hold time and back and forth they finally got it running. That was the easy part! Now Generac does not want to pay the full repair bill. I could almost understand some out of pocket were not for the fact it was only run for less than 30 minutes upon first hook up. Generac says I am being over charged . Generac recommends these guys on their web site and has contracted with them to provide warranty work. I have no say in any of that. We as the consumer are at their mercy. I thought I was buying the best when I bought Generac. I want them to prove it by standing behind what they sell and do the right thing by the consumer . Quit pointing fingers and playing the blame game. I have attached all the bills and notes on the matter. Please help me resolve this.

  

  Business Response

  Date: 07/10/2024

  Good day,

  I apologize to read of your experience with the Generac warranty process and your Generac generator.

  I understand that you are requesting Generac cover a larger portion of your repair to the Generac generator. 

  Thank you for attaching the invoice for the repairs done to the unit. I will forward this to the Appeals and ***************** Please expect communication from your case specialist within 3-5 business days. Generac is currently in storm response and we are trying to provide the highest quality experience to each Generac customer.

  Regards,

  **********************

  Customer Answer

  Date: 07/15/2024

  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 appear below

  I see your response, but the repair company is saying they will seek legal action against me over this. I feel like this should be handled between your two companies as they contracted with you to do your service work and everyone agreed on the fees and what they would pay. I fell like as the consumer I have been taken advantage of. If we can resolve this I will have no option but to take this to a consumer's affairs group for help. I will then in turn advertise in every paper and media that will listen about how I as a consumer have been treated especially when I have tried in every way to resolve this before telling my story to a sole. 
  
  Regards,
  
  ***********************

  

  Business Response

  Date: 08/09/2024

  Good day,

  Generac has requested that the dealer provide a zeroed out balance for customer and the case was closed.

  Regards,

  Generac

  Customer Answer

  Date: 08/09/2024

  [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:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. I have not received a zero invoice but if received I feel this would be more than satisfactory. Thank you for everything.
  
  Regards,
  
  ***********************
  

• Initial Complaint

  Date:06/18/2024

  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.

  I ordered a DR ***** and brush pull behind mower, I received the mower on June 5, the delivery was incomplete, as parts were missing, that affected the mower operation. After purchasing the missing parts on my own I called DR, they said they were on back order. The first use of this machine a spring in the tensioner broke, so I called again, and they sent out a new spring, the second attempt resulted in the spring breaking again! I told them this was un-acceptable. The various time I did speak with their techs I waited on hold for a total of about 3hrs. I was told a supervisor would contact me by Monday the 17th. No contact. I also filled out a return on-line form. they have a 30 day return policy. No e-mail has been sent either. I am not certain this is the correct headquarter location. It is through the Generac corp.

  

  Business Response

  Date: 07/09/2024

  Good day,

  I apologize to read of your DR ******* experience. I will send this over to DR for processing and to contact you in regards to your BBB complaint.

  I am not sure that this is the BBB account for DR but I will forward it to that business group.

  Regards,

  Generac

• Initial Complaint

  Date:06/10/2024

  Type:Delivery 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.

  We have bought a generator from this company through **** club. When we placed the order we were told that the Installation would be provided And that it would be at no cost. We have multiple recordings of these conversations that have been taken place Stating that we would be taken care of . As of now we are being told that they can't honor the deal that they have promised us from the beginning. This is why we bought this in the first place . The generator it's self was 6900 we bought 2 of them one for us and one for our parents. We are being told that they are sorry that we were misinformed. This is unfortunate as we are now out the 6900 plus the 7000 for installation.

  

  Business Response

  Date: 07/09/2024

  Good day,

  I apologize to read that you have had a poor experience with the events surrounding a Generac product. For clarification, did you purchase this unit from a dealer or a wholesaler? Who promised installation coverage? 

  Generac has not offered the coverage of installations in the past or present and would recommend the customer reach out to the entity they have purchased the units from and resolve the promised install coverage with the 3rd party.

  Regards,

  Generac

  Customer Answer

  Date: 07/09/2024

  [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:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. 
  
  Regards,
  
  *********************************
  

• Initial Complaint

  Date:06/10/2024

  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.

  I have a portable generator 6500 watt. Original paperwork and website says 3 year warranty, year 1 parts and labor, year 2 and 3 parts only. I am in year 3. Took to have serviced Generac told repair shop only 2 year warranty. Called their so called owner support 5 times was told I would get a call back 3 times, never received any call back. Seems like a simple fix with having original warranty paperwork and website showing same as my paperwork.

  

  Business Response

  Date: 07/09/2024

  Good day,

  I apologize for the experience you have had with the dealer network and the warranty process. I have forwarded this complaint to the Appeals and **************** to contact you in regards to the unit and its warranty coverage.

  Regards,

  Generac

  Customer Answer

  Date: 07/09/2024

  [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:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. 
  
  Regards,
  
  *************************
  

• Initial Complaint

  Date:06/02/2024

  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.

  Generator was installed at my home on October 11, 2023. Within a few days of installation, it was nonfunctional. I called Generac repeatedly for assistance over the next several months. Sometimes I was able to "trick" the generator into manually turning on, even though the error codes read things like "oil pressure malfunction". During April and May of 2024, I made countless phone calls to Generac requesting help. I have all the names of the representatives and the case numbers they gave me. It has all been to no avail. The latest is that I requested a replacement generator from Generac on May 3, 2024. The representative told me someone would get back to me within 2 business days. Tiana **** #******* No one called. Called back and spoke with "*****" **** number now is *******. **** finally referred to "appeals and grievances" **** #********** Representative *************************** phone number ******************. She denied my request for replacement generator on 5/23/24. She called an authoized dealer-******* Electric to replace the motor. ******** came out on 5/24/24 and took the generator to their "shop" saying that they could get it back to me within a week. On Thursday 5/30/24, I called to ask about my generator. They (*******) told me that they had damaged another part "the flywheel" removing the old motor and that they were waiting on Generac for what to do. I called Generac on 5/30 and left a message for *************************** to call me. She did not. I emailed her the following day. Still no response. I called the Generac number and spoke to "Hamie" **** # *******. She promised me that a manager would call me back that day. No one returned my call that day or the next. I need your help to deal with this company, I am an elderly woman living alone in a rural area where the power goes out frequently. I paid almost $9,000 for this generator and have had no satisfaction from Generac, or Whitsons, for that matter. Please intervene !

  

  Business Response

  Date: 06/24/2024

  Good day,

  I apologize to read of the experience you have had with Generac and the dealer network. I understand that you request a working unit and that the unit was removed and brought to the dealer for repair.

  I will forward this BBB complaint to Appeals and Grievances and have a specialist contact you to assist further in this case. 

  Regards,

  Generac

  Customer Answer

  Date: 06/25/2024

  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.
  
  As I still have NO GENERATOR as of today, June 25, 2024, my complaint is obviously not resolved.
  Regards,
  
  ***************************

  

  Business Response

  Date: 08/29/2024

  Good day,

  The replacement unit was shipped out and delivered 7/8. Please contact your dealer to schedule the installation of your replacement unit.

  Regards,

  Generac

  Customer Answer

  Date: 09/01/2024

  [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:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. 
  
  Regards,
  
  ***************************
  

• Initial Complaint

  Date:05/30/2024

  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 General Generator XT8000E. I went to use it during a power outage and noticed that it is producing 180 volts instead of 120. I called the company to ask how to adjust this and they said I would need to take it into a repair shop and get it fixed. This machine has 20 hours on it and has only be ran ***** minutes every few months just to keep everything working. Now I am having to pay a repair shop to fix this generator that clearly was not setup correctly from the manufacturer. I think they should repair or replace this item as it is clearly an issue from the manufacturer.

  

  Business Response

  Date: 06/24/2024

  Good day,

  I apologize for the experience you have had with the portable generator and will be forwarding this over to the Appeals and **************** for further assistance. I understand you are requesting coverage of the repairs done for the unit.

  Regards,

  Generac

• Initial Complaint

  Date:05/29/2024

  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.

  Generac 24kw home standby Generator installed by Generator Supercenter suffered catastrophic failure with appx 10 hours run time. Warranty hassles, excuses, pictures and delays with no end in sight. Factory shipped non working "new" engine. Requesting pictures of bolts,parts as justification for their dealer network representatives to be reimbursed for any new part. Later, if parts don't line up or work. Other pictures are taken and weeks waiting to get another part that *** or *** not fix the issue. What part of a"catastrophic" mechanical Generator failure requires pictures of the non functioning parts? How does QC ship a seized engine from the factory. Why is the end user suffering for the bureaucratic process of the company warranty process. Everyone spoken to at the Generac Company is ****** concerned with procedure at the expense of efficiency or common sense. All while the purchaser is making payments and no one at Generac being able to offer a prompt amicable resolution. Case#*******

  

  Business Response

  Date: 06/11/2024

  Good day,

  I apologize for the experience that you have had through the warranty process. After reviewing your case it looks like the case has been closed and all parties involved have reached a resolution to your concerns with the Generac generator. I appreciate your patience that you expressed through your case and hope you have a great experience with your new Generac generator.

  Regards,

  Generac

  Customer Answer

  Date: 06/15/2024

  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 appear below.
  
  [Please type your response here.]

  Hello.
  We believe the businesses involved worked hard to arrange with each other, the replacement of the product on 6/10/24. We were informed verbally, that we would be courteously provided with a 10 year warranty for this unit (as advertised for new generator purchases). Our calls and texts on a few occasions to follow up; simply informed us  that they are still in the process of working to arrange this. We are waiting for documentation to reflect they intend to honor this commitment. We feel confident they will come through with this. However; given that the generator was installed 5 days ago and this was not immediately reflected on their MobileLink application when registering the new serial number. We would like to make sure this actually occurs, before we feel comfortable closing the case.

  Thank you.
  Regards,
  
  *************************

  

  Business Response

  Date: 06/26/2024

  Good day,

  After reviewing your case, Generac reflects that your unit has a 10 year warranty and the new warranty expiration date is 6/9/2034.

  Regards,

  Generac

  Customer Answer

  Date: 06/27/2024

  [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:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. 

  We would like to thank the Generac case manager, the Generator Supercenter, the Technician and the BBB; for working collaboratively to resolve our Family's concern with the products' unexpected damage. Also; by providing assurance and commitment, that our investment in their products and services were appreciated and valued.

  Thank you
  Regards,
  
  *************************

  
  

• Initial Complaint

  Date:05/29/2024

  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 Model G0072101 from a Generac dealer and had it installed on 10/20/23 and on 10/24/23 received a charger warning. The generator is not charging the battery and the battery eventually dies. I replaced the battery after contacting Generac customer support on 10/25/23. The issue did not resolve. I contacted a different local Generac technician and he has made 5 trips to my house and consulted with GENERAC technical support every time, Generac has replaced multiple control boards and the issue remains. It was escalated to the "resolutions team" ******************************* and she contacted us telling us she would review the case and call us back - she has not called us in the last 3 weeks. I had a different agent call us on 5/21/24 and promise a call on 5/24/24 to arrange a 6th visit by a technician, but did not receive a call. This $12,000 generator has sat dead for over 8 months and Generac is non-responsive to our issue of the *** generator they sold us. Generac is also unresponsive to the technician company inquires as well. I have uploaded an entire status history from the date of install showing multiple charger faults.

  

  Business Response

  Date: 06/11/2024

  Good day,

  I apologize for the experience you have had with your Generac product. I understand that there have been multiple trips out to your unit and that your expectation is a working product. I apologize to read that Generac has provided poor communication on your case. I will forward this over to the Appeals and Grievances specialist working your case to assure they contact you within 1-3 business days. I will also forward your BBB complaint with it.

  Regards,

  Generac

  Customer Answer

  Date: 06/11/2024

  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.
  Generac has done nothing - they sent a technican out for a 6th time and they found nothing wrong, except the charging error continues. Generac continues their tradition of poor communication trying to ignore the customer until tehy file a law suit or go away. And I know of at least one other brand new generator having the same issue.
  Regards,
  
  *********************

  

  Business Response

  Date: 06/26/2024

  Good day,

  After review of your case, it looks like Generac is in the process of replacing your unit and the dealer you have suggested is in communications with Generac for planning or acceptance of the replacement unit.

  Regards,

  Generac

   

• Initial Complaint

  Date:05/21/2024

  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.

  Generac installed a complete solar power system in our home and it has never worked correctly from day one can no longer get a hold of Generac the numbers have been disconnected or are associated with a completely different type of company all together their solar systems are junk they don't generate enough power to even light a flashlight and the batteries quit charging 6 months ago and the power cells that they installed I expect 100% total satisfaction or I want the entire system removed my ****** reimbursed and my roof replace

  

  Business Response

  Date: 06/11/2024

  Good day,

  I apologize for your experience with your Generac ************ product. To clarify within your complaint, Generac doesn't manufacture solar panels and does not install customer **********************. Usually, a third party dealer/installer is the actual installer of the Generac product.

  That being said I understand you are requesting a working system or the reimbursement of your product and will forward this request to Generac ************ Solutions group for further assistance. Please expect communication with a specialist within 1-3 business days. 

  Regards,

  Generac

  Customer Answer

  Date: 06/21/2024

  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.
  
  This complaint has not been resolved

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

  

  Business Response

  Date: 06/27/2024

  Good day,
  I will forward this update to the ************ Customer *************** for further assistance with the case. I understand you want a working product or a refund.
  Regards,
  Generac

• Initial Complaint

  Date:05/18/2024

  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.

  my solar system has only worked for one month in the last 2-yrs right now i am showing 2-lockout links on my solar system i called generac on friday may 17-2024 and left them my call back number and again they never called me back this isn't the first time i paid $85,000.00 for a system that hasen't worked right from day 1 after reading on line about my problem it seems that generac knows about this issue but has done very little work to resolve it

  

  Business Response

  Date: 05/31/2024

  Good day,

  I understand you are experiencing some issues with your Generac ************ product. I will forward this complaint information to the ************ Customer **************** They will be able to assist further with finding a dealer, troubleshooting, and all around diagnostic of your current system and what repairs may need to be done to get your ************ system up and running. Please expect communication within 1-3 business days.

  Regards,

  Generac