Business Profile

Electric Generators

Generac Power Systems, Inc.

Complaints

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

Customer Complaints Summary

366 total complaints in the last 3 years.
112 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

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:11/26/2022
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.
Less than a year ago I purchased a Generac PWer Cell system with battery backup. This is their solar electric system and does not include a generator but the price was still a hefty $30,000. Now the solar panels lay useless on ******* and the inverter hangs on my wall doing nothing all because of an error in the Generac s2502 optimizer and snaps system that feeds the power from the panels to the battery and inverter then to the power grid. Both installers and Generac are swamped with complaints about this device so it is obvious that it is a defective product. In fact many of the installers have closed their doors due to excessive service calls for repair. There is a long wait time for Generac to honor their 25 year guarantee and during that time your promised reduced electric bill remains astronomical. I believe Generac has been aware of this problem for a long time but continued to use the defective product as part of their solar electric system.
Business Response
Date: 12/05/2022
Hello,

We were unable to locate any documented interactions with this consumer using the phone number and email address provided. We would encourage this consumer to contact our customer support team to discuss his concerns further.

Regards,
Generac
Initial Complaint
Date:11/25/2022
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 and had installed a pwrcell inverter and battery in march 2022, with my solar system from a licensed solar company "selsco". System worked for only 3 months and in august the system faulted and send warning that the pwrcell equiptment is faulted and not working. Multiple calls to generac by myself and my solar company and we only get the run around from generac. Generac is looking for excuses in all directions instead of stepping up and backing there product. I spent ***** dollars on a solar system that is down all because the generic pwrcell is faulty. There is so many of the same problems with this generac product, how is the american consumer department not filling lawsuits against generac forcing them to recall and replace this product? At some point the lemon law has to be forced and generac found liable for all the faulty systems. They are driving companies in the hole and costing american consumers great debt. This is a very predatory act by generac. This is not american value. Guess I should have went with Chinese.
Business Response
Date: 12/05/2022
Hello,
Generac is in receipt of this complaint, and has escalated this to our resolution team for further assistance.
Generac
Initial Complaint
Date:11/25/2022
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.
In late 2020 we had a solar system installed by Powerhome ***** ************** Since the time of installation we've had constant issues with the system going down (mainly due to the SnapRS from Generac). The snaps have been replaced multiple times. In August of 2022, we received a letter from *********** saying that any issues with PVRSS lockout had to go through Generac. Shortly after that *********** filed for bankruptcy. Since September 5 of 2022 we've had 2 PV links that have a total of 13 panels in PVRSS lockout. I've called Generac numerous times and the only information I've been given is you are on the list and someone will contact you about setting up an appointment to come out and service your system-they have no idea when that will be. In the meantime we are paying the full loan amount and are paying higher than normal electric bills which is fast becoming a financial issue. Generac says they will not in any way reimburse customers for systems being down. I would like to have a definite time when someone will be out to repair the system.
Business Response
Date: 12/05/2022
Hello
Generac is in receipt of this complaint and have escalated this matter to our resolution team for further assistance.
Generac
Customer Answer
Date: 12/05/2022
[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 conditionally acceptable to me as long as they get a work order issued and a repair crew sent out within the next 3-4 weeks. I called this morning and was told it had been escalated, but no other information was available, no time frame given...system has been down for 3 months. Just saying it's been sent to escalation doesn't solve the problem.

Regards,

*************************
Business Response
Date: 12/09/2022
Hello,

This consumer's concerns have been escalated to our resolution team, who has been in communication with this consumer and provided a plan of action.
Regards,
Generac
Customer Answer
Date: 12/13/2022
[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:11/23/2022
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 that was sold to me by Powerhome solar/Pink Energy and financed thru GoodLeap has been problematic since the day it was installed. I have attempted to contact Generac over 50 times in the last six months. Hold times on the calls are hours long. It is difficult and sometimes impossible to even speak to a person. When I do get thru the phone system and get a person on the line, I am told my name is on the list to be contacted about the issues with my system. I am paying $500.65 a month for an $87,000 loan for SCRAP METAL AND JUNK that was produced by GENERAC. I am receiving ZERO assistance from Generac to get this system operational. I am requesting IMMEDIATE REMOVAL of this system from my house and I am also requesting that GENERAC pay off my loan with GoodLeap 100%. It is the failures of Generac, Powerhome ***************** and GoodLeap that are financial devastating families like mine with their deceiving practices, outright lies and defective equipment.
Business Response
Date: 12/05/2022
Hello,

This consumer was in communication with a Generac customer support representative on **** and was given her confirmed date of repair of being 1-9 by a company called Novasource.

Regards,
Generac
Customer Answer
Date: 12/05/2022
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: 12/05/2022
There is no resolution in the response they sent to me
Initial Complaint
Date:11/23/2022
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 Power and Solar Titan installed 35 solar panels and generac battery system. The system has not worked correctly since installed in 1-2022. I received a partial compensation payment from Solar Titan for the additional money I have had to pay because the system did not work. the last time Solar titan troubleshooter was out to finally correct the issue 11-2022, he stated it was installed improperly by their installers , and they have been waiting on a part from Generac to finish. I think I should be compensated from Solar Titan and Generac for the 10 months of paying a $500 plus electric bill and a solar purchase bill of $500 plus. Solar titan sent a partial payment.
Business Response
Date: 12/05/2022
Hello,
We were able to confirm that this consumer has not contacted Generac using the phone number and email address provided. While we would encourage this consumer to open dialog directly with Generac regarding any concerns, we also want to point out that Generac as the manufacturer would not assist in damages caused due to improper installation.
Regards,
Generac
Initial Complaint
Date:11/23/2022
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 equipment failure since June of 2022 that fall under warranty for repairs and resolution.We have loss production on our system for 6 months and have contacted customer service multiple times for repairs & resolution.We have been told several times that someone would contact us to schedule a repair with no results up until current date.We addressed our concerns multiple times with no resolution.
Business Response
Date: 12/05/2022
Hello,
Generac is in receipt of this complaint and has escalated this matter to our resolution team, for contact in ***** business hours.
Regards,
Generac
Initial Complaint
Date:11/18/2022
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.
Generate charge does $70000 to put solar panels in and they have never worked and no one will come out and look at it or no 1 will give us an appointment to come out and fix it we can't get a refund it has a 10 year old warranty that is useless They disconnect the numbers they tell us to call
Business Response
Date: 12/05/2022
Hello,

We would encourage this consumer to contact Generac ***************** via phone, email or live chat. We do have a 24 hour customer service team to ensure that consumers are never unable to connect with us.
Regards,
Generac
Initial Complaint
Date:11/15/2022
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 22kw Generac standby generator and had it installed 4/15/2020. It ran 11 days during Hurricane *** around 9/1/21. When checking the plugs on 4/15/2022, I found one broken off and a bent valve rod. Having a 10 year parts/labor warranty I called an authorized Generac repair service. He told me the engine needed replacing. He ordered an new engine and changed it 8/24/2022. Told me all parts and labor were covered by warranty. On 9/10/2022 I got an email bill for $680 labor, he said Generac was not covering the labor and I should call them. I did, and Generacs excuse was that the warranty only covered manufacture mechanical defects, and obviously labor was not a mechanical defect, the labor was my responsibility.I paid the service rep to protect my credit rating and not get sued. Generac owes me $680!!!
Business Response
Date: 11/21/2022
Hello,
We were unable to find any documented calls into Generac using the phone number this consumer provided. If the consumer contacted our customer support team, they would have been provided a case or interaction number. If this consumer would provide either the serial number of the product, the case/interaction number, or the phone number used to contact Generac we would be happy to look into this further.

Generac
Customer Answer
Date: 11/21/2022
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 phone number used to attempt to discuss my warranty issue was my home number used in purchasing the 10 year parts and labor warranty, which is ************. My warranty authorization code is ******** and the generator Serial Number is **********. My phone call was passed off through a couple of Generac warranty staff personnel, none of which offered to provide me with a complaint case number. Feel free to contact me at any time if more information is needed.

Regards,

*******************************
Customer Answer
Date: 12/01/2022
Thank you for the follow up note regarding my complaint above. No, I have not heard from Generac about my complaint, and as such I am not satisfied that the issue has been resolved. In April 2020 I purchased a 10 year
Parts and Labor warranty from Generac for over $1000. When my generator engine failed, they replaced the engine but refused to pay the
authorized service company they referred me to for his $680 in labor to replace the engine.
Thus he billed me for his labor. The issue will be resolved when they reimburse me for the labor bill I had to pay out of pocket.
**********************;
Business Response
Date: 01/03/2023
Hello,
We were unable to find any documented calls into Generac using the phone number this consumer provided. If the consumer contacted our customer support team, they would have been provided a case or interaction number.Generac does not have a warranty team that is available to end consumers. It seems that the consumer is contacting service dealerships not Generac directly.
We would encourage this consumer to contact Generac Customer Support directly with any questions or concerns.

Generac
Initial Complaint
Date:11/12/2022
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 eco gen 75 kw an 3 times they have rebuilt the generator they warranties the parts but it cost me several thousand in travel costs. It has gone again for the 4th time. This is not acceptable less than a year since the last rebuild.
Business Response
Date: 11/21/2022
Hello,
Generac does not manufacture a 75kw generator. Our Ecogen product line ( generators built to be used off-grid ) only carries one option of a 15kw unit. It is not clear if this consumer is reaching out to the correct manufacturer, but I would encourage him to contact Generac customer support if they are looking for further assistance and or clarification.
Regards,
Generac
Initial Complaint
Date:11/11/2022
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.
Generac Portable Generator **** Gp2200I W 50St Inverter, Orange Order Placed: November 26, 2021 Amazon.com order number: 112-7150747-1362645 Order Total: $390.71 Honoring my warrantee.
Business Response
Date: 11/21/2022
Hello,

This consumer has been in communication with Generac, and was advised that we were replacing the generator for him.
Regards,
Generac

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Generac Power Systems, Inc. is BBB Accredited.