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:04/17/2025

  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.

  We have had a whole house standby generator for nearly 3 years at our home in ******. We are elderly and my husband is disabled. We have the Mobile app for communication that the generator is on line and ready, that it exercises, that it is running due to power loss, etc. the mobile app is important to have as we need to be aware if it won't respond in the case of a power loss. When it was time to renew, they tried to bill it to an expired card. No further action was taken - an email, a phone call or anything. People buy the app for the main reason of having communication. I had to call and reestablish the app today. This is poor customer service and shows the company does not care.

  

  Business Response

  Date: 05/01/2025

  We sincerely apologize for the lapse in communication regarding your mobile app renewal and the frustration this caused, especially given your reliance on it for critical peace of mind. Ensuring consistent connectivity for your standby generator is our priority, and we understand how vital that is for your well-being, particularly with your husband's health needs. We appreciate you bringing this to our attention so we can improve our products and services. If you should need additional support in updating your Mobile Link account billing information, please contact us directly at ************ so we can resolve this for you.

• Initial Complaint

  Date:04/11/2025

  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 bought a generac generator in 2022. Its not acted right since its been installed. I have called and they recommend maintenance servicing. Which has been performed 2 times with zero resolution. It leaks oil. 2 separate private dealers have come and wrote statements that I need a new unit. It actually blew up. They dont return phone calls. Its under warranty. They hang up on me. No resolution has been made and Im getting ignored now for the 3rd month. I have a severely special needs child who requires power at all times and have a $12,000 unit under warranty that is broke and no one returns my calls or has a resolution for me.

  

  Business Response

  Date: 05/12/2025

  Hello,

  I apologize for the delayed response. Your case has been escalated to the appropriate department within Generac. The specialist assigned to your case will be connecting with you to provide an update. Should you have any questions or concerns please do not hesitate to contact the specialist assigned to your case or our 24/7 customer support team who can be reached at ************. 

• Initial Complaint

  Date:04/05/2025

  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 Generac generator last year, with a 7 year warranty. I periodically get letters from the stating "Our records indicate you have not selected a Generac Power Plan. If this is incorrect, please disregard this notice.". They do not provide a way to show them that you do in fact have coverage. Instead, they are counting on someone buying a redundant warranty plan. I view this as a phishing scam. They absolutely know the status of my warranty. I have documentation to prove this.

  

  Business Response

  Date: 05/09/2025

  Thank you for bringing this to our attention. We apologize for the confusing and frustrating experience with the warranty notifications you've received we understand your concern about redundant offers when youre already covered. We will be reaching out to you **** to gather the necessary information and work towards a resolution on this.

• Initial Complaint

  Date:04/01/2025

  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 a solar system in my home with a Generac battery for back up. my battery have not been working for over a month. I discovered it with a power outage and the battery was not working. Ive contact several times for over a month with the problem and I have not had anyone to come out to check the battery. I have a workorder, but I keep getting the runaround when it comes to someone to come check the battery.

  

  Business Response

  Date: 05/12/2025

  Hello,

  This has been escalated to the appropriate team here at Generac. An agent will be connecting with you shortly. If you have any questions or concerns in the meantime you can connect with our 24/7 customer support team at ************.

• Initial Complaint

  Date:03/22/2025

  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.

  A RECALL PRESSURE WASHER MODEL#G ******* SERIAL# ********** INF HAZARD RECALL ON THE ELECTRONIC START/STOP BUTTON POSING A RISK CARBON MONOXIDE POISONING RECALL # IS ****** FROM FACTORY THEY SEND ME TO THREE PLACES AND NO ONE WILL FIX IT

  

  Business Response

  Date: 05/14/2025

  Hello Mr. ******** we're sorry to hear about the difficulty you are having getting your pressure washer repaired after finding it was affected by this recall. Our team is currently working with your service dealer (Northern Tool & Equipment) on resolving this issue. If you need to provide an update on your case, or speak with our customer service team, please contact us at ************ and reference your case number - 9991585

• Initial Complaint

  Date:03/17/2025

  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 genrac 8500e after our genrac 7500 died. We got in around Jan 20th but didnt unbox it until the second week of Feb. We couldnt get it to start at first with half a tank of gas, it finally started once it had a full tank of gas. However when it started it was bouncing around, adjusted the choke the noise quieted but still bouncing around. I turned it off and started reaching out to support. The *** asked me to see if the spark plug was broke, I asked her where was it located and she said oh you need a tech for that. I laughed and said you made it seem like it was simple right in my face but you dont know where its located?! Since then I have been calling around trying to find someone to service the unit TO NO AVAIL. Your service **** has given me every number they have for dealers in the area, non service portables. We have no way to transport the unit but even still, no one so far services the unit. I purchased it from Lowes and even they tried to help find someone. Two of the dealers have called me back with potential companies that could help but still, why does it take a village to find out who services the units?! I cannot return it to ***** has it has gas and oil in it already. What am I suppose to do?! We have a family of 7 and lose power at least 5x a year. This is a necessity that we cannot utilize or get our money back for.

  

  Business Response

  Date: 05/16/2025

  Thank you for taking the time to bring this issue to our attention. We sincerely apologize for the difficulties you've encountered when trying to coordinate service to resolve this issue with your portable generator. Most common operational issues with a portable generator can be resolved by carefully following the instructions provided in the troubleshooting section of the owner's manual. The most common reasons for why a portable generator might struggle to run are not using fresh gasoline, low oil level, or over choking the carburetor. If you have ruled out the most common issues and need additional support, please call us at ************ so we can assist. If a service visit from a service dealer is required, we can help you locate a service dealer in your area to help, and if necessary, will look into the possibility of an at-home service visit.

• Initial Complaint

  Date:03/15/2025

  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 the unit during a promo that gave 7 years warranty instead of the usual 5. Generac continues to deny me the extra 2 years. I initially sent in the wrong proof of purchase, but I subsequently sent in the correct proof of purchase. Generac refuses to accept the corrected proof of purchase.

  

  Business Response

  Date: 05/14/2025

  Hi Mr. ******* thank you for reaching out about this. Please contact us at ************ to provide a signed contract or invoice showing the balance paid in full on your home standby generator. Your request to have the extended warranty promotion applied was rejected because the document is a proposal, rather than a signed contact or invoice from *****************.

• Initial Complaint

  Date:03/10/2025

  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 a Generac home generator in March of 2022. I had five smart modules installed with the generator. So far, I have had to replace four of the modules in under three years with 3 of them under two. According to the installer there were issues with the first generation of modules. Why am I stuck paing $400 for replacing these modules which originally were $250 per? That is $650 for four modules which I consider outrageous, given the fact that Generac knew the first generation were problematic.

  

  Business Response

  Date: 05/14/2025

  Hello Mr. ********* we're sorry to hear about the negative experience you've had with many of your smart management modules. At your earliest convenience, please prepare your original proof of purchase, invoice, or signed contract and contact us at ************ and reference your case number - 9920614. Once we have the necessary information, we will be able to work together on determining the next steps and proceeding towards a fair resolution to this.

• Initial Complaint

  Date:03/01/2025

  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 bought an electric power washer on 1-9-23, it had problems working so i went on the Generec sight to find a shop to fix the power washer which was still under warranty. I brought it to ******'s outdoor store located at ******************************************************, @ ************ they are on generec list for repair shops. They looked at it and said it could not be fixed so Generec would replace it with a gas powered power washer due to the washer still being under warranty. I took the power washer to this shop way back in December and to date Generec still has not sent the new power washer to ******** they keep giving excuses that it is back ordered and will be coming I either want my new power washer or a full refund in a timely manner.

  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 appear below.
  
  

  The store in ********* VA that we brought it too said they had a HARD time contacting the company still.  Still never got the warranty info or refund for us.

  They decided to give us the store credit for the power washer and then they will settle with the warranty part.

  
  

  We bought a new one and they gave us 50% off.

  
  

  We greatly appreciate the store but the Generac Power Systems, Inc. is useless and unprofessional to not only ignore us the customer with a VALID warranty but to ignore the store that sells and repairs them.  

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

• Initial Complaint

  Date:02/22/2025

  Type:Delivery 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 received a portable generator May 6th 2024 for $3,992.43. The model number is GP17500E. It never worked correctly and no longer starts. Generac lists four dealers in *******, but none of them provide service. I have an assigned Appeals and Grievances Specialist but have had no contact with them since November 27 2024. They refuse to contact me. Generac suggested I pay my own electrician for a diagnosis, which I did. They know what the issue is but Generac is refusing to address it. It is still under warranty. Here are the details:Generac Model Number on receipt:GP17500E Generac Model Number on equipment:G0057352 Generac Serial Number:********** Eng Ident ********* The purchase was through Amazon, shipment was April 30 2024, delivery was May 6th 2024.I called them on 11/11/2024 because it would not start at all. Initially, it only started by using jumper cables.The suggestion was to call the Warranty phone number: **************.I spoke to ********* *******, reference number is: *******.He gave me a new reference number: *******.His email is: *********************************************** suggested having my own electrician perform the diagnostic, which I provided on 11/18/2024 to his email address. I then called and spoke to ******************************************* After that call, I received an email and phone call from this person on 11/25/2024: ************************************************ direct phone number is **************.She is an Appeals and Grievances Specialist.We spoke on 11/27/2024. She provided me this new Generac Case number is: **********. I have tried numerous ways to get an update and have received no information.

  

  Business Response

  Date: 05/12/2025

  Hello,
  Generac received confirmation that your generator was repaired and is operational on 05/02/2025. If you have additional questions or concerns, please do not hesitate to contact the agent assigned to your case or our 24/7 customer support team who can be reached at ************.