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.

  3815 Oregon St Oshkosh, WI 54902-7100

  
• 

  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

  

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:05/18/2024

  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 purchased a Generac generator from ***** Services in ***************, ** on 6/29/22. The unit was installed but has never worked properly from day one. ***** has done everything possible per the Generac technician to resolve the problem(s) but to no avail. I contacted Generac's ********************* as was assigned case number **********. At first they were very responsive in trying to help. After repeated emails and phone messages to *************************** she has not responded since early March, 2024. I contacted her supervisor and he called me on 4/6/24 and said they would get another technician out to run diagnostics on the generator. Since that date I have not heard from anyone regarding this issue. My generator has not started nor run since February, 2024. I cannot reach anyone at Generac that will help with the problem. All I want is the generator to work properly and if it won't for them to replace the unit and get what I paid for.

  

  Business Response

  Date: 05/31/2024

  Good day.
  
  I apologize for the poor communication you have had with the Appeals and ***************** After reviewing your case it looks like a dealer in your area was provided documentation to complete with the diagnostic of the unit on 5/24/24. I will send this complaint to the specialist working your case to document and contact the dealer to assure they are communicating with you as the customer on an expected date of diagnostic.

  Regards,

  Generac

  Customer Answer

  Date: 06/03/2024

  [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:05/13/2024

  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 was in communication with Generac regarding a recall on a portable generator that was a ****** white unit of theirs recalled last July or August 2023. To my surprise they were unwilling to pay for the repairs on my unit originally but after pressing the customer service representative, ***** are ********. I received a notice from her that she had elevated this and escalated the situation to her advanced management team Upon further communication I was told that they had reconsidered and had decided they would take care of me as a long-standing customer owning two of their generators and then she provided me two locations that I could choose from for repair shops that would be happy to repair my unit and make sure it was running and working as it should. Although the repair was four years outside of warranty due to the elevation and escalation that I had asked her to perform for me and my request I was under the impression that Generac would take care of this unit and make it whole.To my surprise I was contacted by the repair shop just last week after almost 9 months and told that I owed a bill of $895 after communicating with Generac again I have now been told that the bill is mine to pay and they refused to pay and stand behind their equipment this is a legal theft. These people are crooks - I am extremely disappointed and they should have to pay the repair bill as I was told they would do when I dropped the unit off with the repair company. Now I have no way of paying the bill and I am being told they will sell my machine to pay for the repairs and I will be blacklisted in the repair shop...wow - this is nuts! I can't believe this is how they treat their customers

  

  Business Response

  Date: 06/11/2024

  Good day,

  I apologize for your experience with the Generac dealer network and the communication with Generac itself. I do not have much information to go on for assisting with this case so I will send this over to the Appeals and Grievances specialist group to contact you for further communication to understand where the gaps are in the process you have described. 

  The experience you have written within the complaint is not the type of experience we want for our Generac customers. Please expect communication with a Generac Appeals and Grievances specialist within 1-3 business days.

  Regards,

  Generac

  Customer Answer

  Date: 06/11/2024

  [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,
  
  *************************
  

  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.
  
  Consumer states he hasn't heard about being reimbursed for the generator yet. 

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

  

  Business Response

  Date: 08/15/2024

  Good day,

  I appreciate you reaching out on your complaint and apologize to inform you that your request was denied. The case is closed.

  Regards,

  Generac

• Initial Complaint

  Date:05/09/2024

  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.

  I have Generac solar system that has been worked on many times since install in September 2021. Its never worked 100% for one month! *** made complaint before which got the wheels turning to get it fixed but the system is not working fully still. I have two inverters. The one system has been functioning since they came in April. Other one repeatedly having issues. At this point Id like the inverter with issues and for pv links solar panels to be removed which should reflect in lowering my loan. Also I want to be compensated for having to pay solar loan and high electric bills at the same time. My inverter warranty is only for another 7 years but my loan is 25 years so I need some warranty to make sure its covered for my loan for this headache of waiting months and even over a year for various issues.

  

  Business Response

  Date: 05/31/2024

  Good day,

  I understand that you are still having issues with one Generac inverter. I apologize for your experience with the ************ product. I understand you are requesting an inverter and a PV link be removed and you are requesting to be reimbursed for those products, your energy bill, and requesting an Extended warranty. I will forward this complaint information to the ************ Customer Solutions group. Please expect communication within 1-3 business days.

  Regards,

  Generac

  Customer Answer

  Date: 06/07/2024

  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 need action. I need compensation asap. Its been 32 months and counting nearly 3 years to not have a faulty system working. The installers dont want anything to do with it. This is not acceptable. Id much rather go back to pay the electric bill than to waste on a solar loan and electric for a system thats junk. Please I need something more than someone will get back to me. 
  Regards,
  
  *******************************

  

  Business Response

  Date: 08/09/2024

  Good day,

  I apologize to read that you have been having a poor experience with your product. Do you know what product you are requesting assistance with?

  Regards,

  Generac

  Customer Answer

  Date: 08/09/2024

  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.
  
  So its for our general solar system. Been working with ***************************** to come to a solution but nothing has happened yet. There should be prior messages on her to help you see whats been going on. Also another complaint id. ********
  
  Regards,
  
  *******************************

  

  Business Response

  Date: 08/15/2024

  Good day,

  Thank you very much for the update. I will forward this to the ************************************* to have your case specialist reach back out and provide further info.

  Regards,

  Generac

• Initial Complaint

  Date:04/29/2024

  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.

  09/23/2020 I signed a contract with Sun Tech to have Generac solar panels/back up battery installed at a cost of around $70,000. The system has never worked even after several warranty repairs. I would like Generac to remove the panels/battery back up and pay the remaining of my debt. I am tired and frustrated of paying for a system that has not worked. It was supposed to save me money not cost me double for electricity.

  

  Business Response

  Date: 05/15/2024

  Good day,

  I apologize you have had a poor experience with the Generac ************ product. I understand that you request the unit be removed from your home and the price reimbursed. I will be forwarding your request to the ************ Customer **************** Please expect communication within 1-3 business days from a CECS specialist.

  Regards,

  Generac

• Initial Complaint

  Date:04/25/2024

  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 purchased and had a whole home generator from Generac through ****** Power Systems. Recently, there was a storm that hit my area and the generator had a fault and did not supply power to my home. There was an investigation on the generator that concluded it was a faulty part that will take over two weeks to fix. As a result of this failure, I lost over $13,000 in specialty food items. I filled a claim with Generac, Case **********, and all the representative could say was we don't do anything for losses as a result of our device failures. I was offered nothing to compensate for this incredible hardship. After investing over $15,000 on the generator and install process, I was astounded that the generator failed during the first storm in which power was lost. Be aware, the generator had only ran for a total of 14 hours, which was nothing but routine checks, in which nothing was detected or reported as wrong to be remedied. I was looking for some compensation for the immediate failure of practically a brand new generator.

  

  Business Response

  Date: 05/15/2024

  Good day,

  I apologize to read that you had a poor experience with your Generac generator along with the loss of your food items. I have located the case and the subsequent specialist that was working the case. It looks to have been closed 5/6. I will forward your request to said specialist for them to review with Appeals and Grievances leadership. I appreciate you reaching out through the BBB complaint process. Please expect communication from the specialist within 1-3 business days.

  Regards,

  Generac

  Customer Answer

  Date: 05/15/2024

  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.
  
  The company reached out to me simply to explain they have no plans to offer any reimbursement for those loss I suffered. The call disconnected before I could ask why. I was not provided with a call back number nor an email to respond to. I feel the refusal to offer ANY compensation for the generator malfunction after only 14 hours of use is ridiculous. 
  
  Regards,
  
  ************************

  

  Business Response

  Date: 08/09/2024

  Good day,

  I apologize to read that you had a poor experience with the appeals and grievances group. It is stated within the warranty statement that consequential damages are not covered under warranty. I will forward your update to the A&G group for documentation. Is there anything else I could assist with?

  Regards,

  Generac

  Customer Answer

  Date: 08/13/2024

  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 am unsatisfied with the response and lack of any accommodation from Generac. I expected at a minimum to receive a portion of reimbursement for such an egregious lost and failure of a nearly new device with less than 24 hours of usage. 
  
  Regards,
  
  ************************

  

  Business Response

  Date: 08/29/2024

  Good day,

  I appreciate you reaching out in reference to your case. The case has been closed and a decision has been provided. If you experience any other issues with your Generac product, please reach out to Generac Customer Experience for assistance.

  Regards,

  Generac

• Initial Complaint

  Date:04/17/2024

  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 whom it may concern I ***************************** had contacted Generac in November of 2023. I was interested in purchasing a generator and the company Generac then referred me to use Quality Engineering Construction based out of *******************. On 12/6/23 ******************************* came to my residence and gave me a quote and I cut him a check for *********. As of today I still dont have my generator. On 3/26/24 I spoke with someone named ***** from Generac who gave me a case number and SR number and was supposed to contact me and havent yet. My niece *************************** contacted Generac on 4/12/24 and spoke with ************************* and still no response. My niece also contacted Better Business Bureau about the company who Generac referred me to and found out that this company is indeed a scam and Generac need to stop referring customers to this ********************** dealer.

  

  Business Response

  Date: 07/18/2024

  Good day,

  I apologize to read of the experience you have had in the purchasing process of your Generac generator. I will assure this is forwarded to the Appeals and **************** for delegation and communication on this topic. Please understand that the A&G group is experiencing higher than normal case volume due to hurricane *****. Please allow 3-5 business days for the specialist to reach out.

  Regards,

  Generac

• Initial Complaint

  Date:04/01/2024

  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.

  In October of **************************************************************** residence. We had settled on a Generac seeing there outstanding reviews on their website. We put in our zip code and it recommended a few installers for their product. We chose ************** out of *******, *** a Generac reccommended dealer.The estimate was for installation of a 18kW Generac Guardian Series standby generator. The estimate was for ********* We paid half of the amount up front with final payment due upon completion. The generator was activated on January 31, 2024 and scheduled to test itself for ten minutes on Feb 3, 2024 at noon. We were not going to drive up that day but lucky we did, to our horror at 12:05 my wife and I pulled up to our house to only see the front of house filled with smoke. The horror we felt. I jumped out of my car to run and hit the kill switch on the brand new generator. (I do have ring doorbell footage of this) We could have only imagined what may have happened had i not been there to hit the switch. Our house was also filled with smoke and it smelled for days like oil. ************** came out on Monday they determined the motor failed. Our brand new unit, that has run a total 10 minute, is now covered in black oil and the motor doesn't work. I filed a case with Generac company per directions of **************. Generac Resolutions Case **********. *************************** handled the case for them. Generac refuses to replace the unit. They say they will replace motor. They say thats what the warranty covers. We want a whole new unit. The first line of the warranty says" for the period of the warranty below and upon successful activation of the unit. The unit was only activated for five minutes. Is a successful activation for it to run it for 5 minutes? The right thing is for them to replace the whole unit with a brand new one.

  

  Business Response

  Date: 06/24/2024

  Good day,

  I apologize for the experience you have had with your Generac generator. Your BBB Complaint has been attached to your closed case. From review it looks like a resolution has been reached by the customer and **********************. 

  Regards,

  Generac

• Initial Complaint

  Date:03/30/2024

  Type:Sales and Advertising 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 purchased a portable generator in 2022 and had numerous problems with it starting. Generator is a RS8000E. Generator was in for repair several times. Generac event had the generator in for replacement review in 2023. Generator again has not started recently and no engine has to be rebuilt. Generator has only 2 hours on it. Repair shop indicated these generators have a lot of issues, which I have experienced. Generac refuses to replace unit. Numerous issues pending. The generator has been absolute garbage.

  Customer Answer

  Date: 04/02/2024

  I received a call from Generac today indicating after further review they will be replacing my engine. I will keep you posted. Thank you. 
  

  

  Business Response

  Date: 04/12/2024

  Good day,

  I apologize your experience with this specific Generac model. I see that you have been working with an A&G specialist. I will forward your BBB complaint to your specialist. It looks like Generac is replacing the Generators engine at this time. Please expect communication with your specialist within 1-3 business days.

  Regards,

  Generac

• Initial Complaint

  Date:03/27/2024

  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 this system and had it installed over 2 years ago have been making the payments..I never recieved my battery back up..and according to generac I was over sold on my system..that it won't produce what I was told .but by their own description..24 panels would produce 14k kwh a year which is enough to operate a 3k square foot home..well I bought 30 panels and it won't produce anywhere close to enough for my 2300 square foot home. I was told by an installer from another company that I should have gotten 2 of the inverters for that many panels ..and have been told several different stories from generac customer service ..each time I call I get told something new..I am sick and tired of being lied to and hearing excuses that they don't oversee their soo called installers and that in the end they have nothing to do with it..they sell these systems..but they do it while turning a blind eye to what people are actually getting as if they have no clue as to what each system will produce or do..I find it hard to believe that they make and sell a product that their representatives have no idea about..and they read from a script when you call them..and that when a proposal is submitted to them that they have no standards of installing or making sure that it is done correctly by their authorized dealers and installers..not a single inspection of any kind by a solar inspector from generac or anyone to ensure it was done correctly..they do not care about their consumers..it all about the bottom line dollar ..

  

  Business Response

  Date: 04/18/2024

  Good day,

  I apologize to read that your Generac ************ product has not been working properly and that you have not been helped further through your case. I have escalated this to the ************ Customer **************** please expect communication from a specialist within 1-3 business days.

  Regards, 

  Generac

• Initial Complaint

  Date:03/21/2024

  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.

  We purchased A 7.5KW Standby Generator from Norwall Power Systems through Generac as their distributor. It was purchased on May 16, 2022 with a three year warranty. It sits in our yard defective and still not working. I have written to you before to file a complaint on July 7, 2023. The code is: 56163894-25221. ID: ********. Nothing has been done to rectify this matter after having several contractors examine the generator since our complaint. We have reached out to multiple Generac employees: ******************* at Generac.com ************; ****** at Generac **********************; *********************** at Generac, ********************* at Generac ***************** **********************; ********** At Norwall *********************. Nothing is being done to replace our defective generator. Please help as this has been going on too long! ***********************

  

  Business Response

  Date: 04/12/2024

  Good day,

  I apologize for your experience thus far with the Warranty process with your unit. From reviewing the case it looks like your A&G specialist is working with you to replace the Generac generator that has failed. Please continue working with the dealer and the specialist to complete and provide you a resolution to this case.

  Regards,

  Generac

  Customer Answer

  Date: 04/12/2024

  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 typeThere has been no response or communication from the specialist, *********************, with regard to our replacement for quite some time. I constantly call him almost everyday. He also stated that he contacted 4 Green Power LLC to assist us I called 4Green Power LLC and they told me that ********************* has not contacted them and they do not service *******************. We are being lied to about what is going on. I have saved all documentation and correspondence on our end. We are going to end up going to Small Claims Court here in ********** to resolve this matter. Generac is waiting until our warranty is up and then they will say it is too late. I have had enough of all their false promises. They had better do something very soon!!! *********************** your response here.]
  
  Regards,
  
  ***********************

  

  Business Response

  Date: 05/15/2024

  Good day,

  I apologize for the poor communication you have experienced with your case. I have located your case and have notified the Appeals and Grievances specialist to contact you within 1-3 business days. I understand that communication throughout this case is what is expected. 

  Regards,

  Generac

  Customer Answer

  Date: 05/15/2024

  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 . This is totally unacceptable. I want a replacement immediately. I have lots of failed communications with ***** Generac Staff. You have given me no choice but to attain legal assistance unless you replace our defective generator. ***********************
  
  Regards,
  
  ***********************

  Customer Answer

  Date: 05/15/2024

  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 refuse. I want a replacement for our defective generator, no other deal will be acceptable. ***********************
  
  Regards,
  
  ***********************

  

  Business Response

  Date: 08/15/2024

  Good day,

  Thank you for reaching out, after reviewing your case it looks like the unit has been replaced and case closed.

  Regards,

  Generac