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:11/09/2022

  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 supplied a solar power generation system for Power Home solar to install in October 2021. In July of 2022 the system went into fault due to a hardware issue with Generac's Snap 801 equipment which in-turn shut down a section of the power generation system. I have tried contacting Power Home Solar and Generac several times since the fault occurred in July. Neither one has made any attempt to schedule to time to have the faulty hardware replaced. Power Home solar recently filed for bankruptcy but the warranty for the equipment is through Generac. I have still been charged $246 each month for the payment of the panels even though Generac has not held up their end of the agreement of the warranty. I would like to be refunded the extra money I have had to pay in electricity with not having a working system and to have the faulty parts replaced by qualified technicians.

  

  Business Response

  Date: 11/10/2022

  Hello,

   

  Generac has opened a dedicated phone line for any and all consumer's impacted by Pink Energy's recent business decisions. We would encourage this consumer to call that dedicated team directly so that we may be of assistance,

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

   

  Regards,

  Generac

• Initial Complaint

  Date:11/05/2022

  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.

  In July ***************************************************** my home for more than $16,000. Hurricane *** hit in Sept 2022. Power was out at my home for 11 days. The generator worked for 3 days but was spewing oil out the side. I had to put 2 quarts in during that time. Finally the generator stopped working on day 4 The installer came out and said I had a number of problems including oil leak and a bad engine. They said I needed a new engine. They got it working temporarily but oil continued to leak The dealer said again I need a swap out generator but that I needed Generacs approval and I had to call them. I have called them a half a dozen times and keep getting the run around. My dealer has tried as well. I opened a car number but since then I cant get anyone other than a call agent on the phone who says they cant speak to me about the case and send me to voicemail promising a call back. My dealer is having the same problem. I was given a lemon generator and want it swapped out for a new one.

  

  Business Response

  Date: 11/10/2022

  Hello,

   

  We have sent a message over to the agent working this case and asked her to follow up with this consumer. Please feel free to contact her directly at **********************

   

  Regards,

  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.
  
  Hello, this has not been resolved yet.   they are refusing to provide me with a new system. Instead, they are replacing the Motor, *****, new breakers, gaskets, bolts---basically they are rebuilding the system.  I have no confidence that this will work and the work has not been done yet.   The system has only been running for 4 days.   This shouldn't need everything replaced in that short a time frame.   So, no, this is not closed. 

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

• Initial Complaint

  Date:11/04/2022

  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.

  I purchased a new Generac generator Model: RG04845ANAX Serial# ********** on June 5, 2020, for $19,500.00 plus purchased a Service Warranty for an additional $650.00. THIS UNIT HAS NOT WORKED FOR OVER ONE YEAR. Scores of repairmen have been to my house to change multiple parts to restore service as I am a DISABLED SENIOR citizen & must have dependable power! I have continuously called Generac to please fix this generator or exchange it out for a new one that works. I have received rude service and multiple promises their "resolution department" would return my phone calls but Generac has failed to even offer me any relief. I am out a great deal of money & reside in hurricane area so NEED a dependable generator. My case number with Generac is #*******. Any assistance in getting a new generator is appreciated as Generac no longer returns my phone calls.

  

  Business Response

  Date: 11/10/2022

  Hello,

  This consumer has had his concerns escalated to our resolution team, who have been in communication with him- and confirmed in writing that a business decision will be made and provided to him Thursday, 11/10/2022.

   

  Regards,

  
  Generac

  Customer Answer

  Date: 11/11/2022

  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.] I did not get a response from anyone on the 11/10/2022 this has been the same issue with this company for over a year and this explains why my unit has not work for over ONE YEAR. They tell me they will get back to me a certain date and then no response.
  
  Regards,
  
  *************************

  

  Business Response

  Date: 11/21/2022

  Hello,

   

  We are in active communication with this consumer and are working with him on a plan of action. 

  Regards

  Generac

• Initial Complaint

  Date:10/25/2022

  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.

  On June 9, 2022 I ordered a Generac Stand By Generator with a $2,000.00 down payment. I was promised a Free 7 year extended Warranty from Generac by *****************************. He is a Salesman for Home Backup Systems. Also Generac is still advertising a 7 Year free Warranty for purchasing a Stand By Generator in the ********* Outdoor Newspaper. The Generator was installed on October 12, 2022. The paperwork we got from the Home Backup Systems Generac installer only said we have a 5 year Warranty. This is called Bait and Switch. We are very much disappointed in the Generac advertising of a Free 7 year warranty and end up with a 5 year Warranty.

  

  Business Response

  Date: 10/26/2022

  Hello,

  If Home Back up offered an extended warranty, then we would ask this consumer to reach out to them to discuss further.

   

  Regards,

  Generac

  Customer Answer

  Date: 10/28/2022

  [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:10/23/2022

  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.

  I have contacted and provided to Generac information requested concerning the repeated replacement of a electrical component called a motherboard, wich has no mechanical function that would permit it to wear out. I have replaced the motherboard twice in 2 years which was done by a professional Generac installer and service rep which at the times did a through troubleshooting of the system to determine a cause of the failures. No explinations could be given to determing whay the part failed twice in 2 years. Each service call and repair coast approx $1000.00 each visit. It seems that Generac is refusing to acknowlege that their part has failed prematurly or is defective, and refuse to provide any releife except their sorry and know how frustrating it must be for me.

  

  Business Response

  Date: 10/26/2022

  Hello,

   

  If this consumer is looking for support above and beyond what is covered under our warranty in relation to what I believe they are referring to ( control board ) they would need to contact Generac directly. Upon connecting to the customer support team, they will be able to have an interaction and potentially a case number created.

  Regards,

  Generac

• Initial Complaint

  Date:10/21/2022

  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 Generac PwrCell system has been inoperative for the last 7 months. They refuse to assist me directly and require that I go through their service provider network. After reaching out to four service providers, none have been able to support me due to lack of parts availability from Generac. Neither Generac nor their service providers have accountability to the end customer even though the system is under warranty. I am confident they wouldn't expect a $50,000 investment to sit idle for 7 months so why should they expect me to do so. I would like for a Generac representative to oversee the repair of my system within the next 30 days and to extend my system warranty to account for it's low reliability.

  

  Business Response

  Date: 10/26/2022

  Hello,

   

  we would encourage this consumer to contact our customer support clean energy team if they are having difficulty obtaining a service visit.

  
  Regards,

  Generac

  Customer Answer

  Date: 10/26/2022

  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.
  
  Generac customer service has been contacted again (they had previously been contacted multiple times since the issue was first identified in March, 2022).  I have been advised that my account has been assigned to a different Generac authorized service provider.  I have contacted the newly assigned service provider using the Generac provided contact information but have not heard back from them.  No further progress has been made to remedy my inoperative Generac installation.  There does not appear to be any post sale accountability amongst Generac or their service provider network.  I look forward to my system being brought back up to it's intended functionality as soon as possible.
  
  Regards,
  
  *******************************

  

  Business Response

  Date: 10/27/2022

  Hello,
  
  we would encourage this consumer to contact our customer support clean energy team if they are needing any updates.

  
  
  Regards,
  Generac

  Customer Answer

  Date: 10/28/2022

  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.
  
  I have contacted Generac customer support.  I have followed their direction and have received no further responses.  My problem persists with no path to closure so my very expensive asset continues to sit idle for what will soon be 8 months.  Please take action.
  
  Regards,
  
  *******************************

  

  Business Response

  Date: 10/31/2022

  Hello,

   

  We would encourage you to continue to work with our customer support team as they are the ones that will be able to provide updates.

  Regards,

  Generac

  Customer Answer

  Date: 10/31/2022

  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.
  
  I look forward to working with your customer service team to resolve my issue.  At this time they have not resolved it and are not actively working to do so.  I reject this response as insufficient to resolve my complaint.  I encourage you to reach out to your own customer service team and advise them that they need to take action to remedy the situation in the hope that they are responsive to your request.
  
  Regards,
  
  *******************************

  

  Business Response

  Date: 11/10/2022

  Hello,
  
  We would encourage you to continue to work with our customer support team as they are the ones that will be able to provide updates.
  

  Regards,
  Generac

  Customer Answer

  Date: 11/10/2022

  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.
  
  I continue to work with the customer service group and look forward to the satisfactory resolution of my problem.  The system continues to be inoperative at this time and has been for the last 8 months.
  
  Regards,
  
  *******************************

  

  Business Response

  Date: 11/21/2022

  Hello,
  
  We would encourage you to continue to work with our customer support team as they are the ones that will be able to provide updates.
  
  Regards,
  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.
  
  We continue to work with Generac's customer service team and service providers to attempt to resolve the issue.  The latest update is that the service provider was a no show for the appointment.  Unfortunately this is consistent with our experience and we continue to hold out hope that Generac will facilitate a remedy as soon as possible as ********+ months inoperative. 
  
  Regards,
  
  *******************************

  Customer Answer

  Date: 01/21/2023

  Generac needs to take ownership and accountability for their after sales service and warranty support.  I have no information regarding the warranty on my equipment and no reliable means of seeking support.  This most recent outage was mitigated after 10 months of misleading communications and gross indifference from Generac.  The third party vendor who was finally able to do the work was the sixth one I contacted, failed to show up for the first appointment, and after completing the work a month later asked that I not contact them directly but only through Generac. My system has not been fully operative for approximately 30% of it's installed life, effectively diminishing the value of my investment by $15,000.  I wonder how bad things will get once this is out of warranty, whatever that might be.

• Initial Complaint

  Date:10/19/2022

  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.

  Signed conntract with Solar Home Power/pink energy 9/22/20. System has failed repeatedly. Initial install failed inspection and delayed "go live". Then initial install left 8 panels inoperable for approximately 6 mos. Once repaired, system failed approx 4 more times. Experienced significant delays in phone calls to resolve and long wait times for repairs. System's been down since May 2022. We were to be issued a $700 some dollar credit for down time from 5/22 through early August 2022. Never received.... System is down we're told due to a bad inverter which Generac tells us they can't do anything about.. and now Pink ***** filed or bank ruptcy. Stupidly, we paid off the loan through Loan Pal

  

  Business Response

  Date: 10/26/2022

  Generac would like to confirm that we are in receipt of your concerns regarding a recent installation of a ******************* that was not completed by ************ As you may be aware, *********** is no longer in business.  I do,however,  have a link to our website below that you can use to contact another service provider in your area to assist you.
  
  https://www.generac.com/dealer-locator.aspx?category=1
  
  
  As the manufacturer, Generac does care about the customer experience of our consumers, and would urge you to use the link above to contact a service provider in your area to complete any necessary repair to your system.

  Customer Answer

  Date: 10/26/2022

  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.
  
  Consumer states they have reached out to all of the contractors within a 200 mile radius of their home, and they cannot get help from anyone. Are there any other options for them?

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

  

  Business Response

  Date: 10/31/2022

  Hello,

   

  If this consumer is unable to locate a service center to assist then we would encourage them to contact Generac ************ Customer Support team for further assistance. 

  ************.

  Regards.

  Generac

• Initial Complaint

  Date:10/18/2022

  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.

  I have been I contact with Generac and pink energy formally power home about warranty work that needs to be done on the snap links on my solar panels they say that I will be contacted by another company to come out to do the work . I have been trying to get this issue taken care of for the last three months my electric bills for the last three months has been over ******* dollars they stated that they are not responsible for this coat also I have not heard from the company that is doing the warranty work

  

  Business Response

  Date: 10/26/2022

  Hello,

   

  While this is not the kind of experience we would like any of our consumers to have, we would not be able to provide updates from a 3rd party company. I would encourage this consumer to contact our clean energy customer support team and provide their interaction record number, so they may make an inquiry on behalf of this consumer.

   

  Regards,

  Generac

   

• Initial Complaint

  Date:10/18/2022

  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.

  This experience with Generac has been a nightmare. We had ********** Electric (dealer) June 2022 install a 22 W full house generator for our home 4 months ago. My retired husband has a heart condition and we wanted piece of mind during a storm here in ********** ,**. Well Hurricane *** Sept 27th came through our area and the electric went out . The brand new generator came on for 4 hours and quit. My poor husband is outside during the storm on the phone with the electrician trying to restart it with no luck. 8 Hours later the electrician sent a tech and the generator with not start or connect to the house So **************************** the brand new generator with no peace of mind and totally stressed out. After the storm the electrician comes out again on a sunny clear day and the same diagnose and the unit need to be torn down and rebuilt. This is a brand new generator and we need it replaced. We have contacted Generac direct and explained this to them more the one. It is now in the resolution team **** case *******, and nothing but they need to contact the electrician . *** the electrician has hear nothing from them and now a month has gone by.

  

  Business Response

  Date: 10/26/2022

  Hello,

   

  We were able to locate the resolution case number ( which is actually ********** ), however we are unable to provide updates via this forum. We would encourage the consumer to contact ******* at extension 2674.

   

  Regards,

  Generac

  Customer Answer

  Date: 11/02/2022

  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: 11/02/2022

  The company refuses to replace the generator . They want to give up 10 year warranty on parts and labor only. 

  This is very disappointing a company of this size would not replace the generator instead. 

  We now have no choice but to except their offer and hope for the best. 

• Initial Complaint

  Date:10/12/2022

  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.

  Just before an un-named solar business went bankrupt, I had a service call scheduled, they did not show up. Calling them they said it was a generac issue and I needed to call generac. I called Generac and they said they would put me on the service schedule and expect a call or email about the schedule. After 2 weeks with no response, I called Generac again and was informed that I was in the schedule que. After another 4 week of no response, I called Generac again and was forwarded to the scheduling department. I gave them the case number, *******, and was informed that they had no listing for my case number. It is now going on 6 months that the $50k solar system has one half of the solar banks generating power and the other half is in an error state. I just want it fixed and working at full capacity.

  

  Business Response

  Date: 10/26/2022

  Hello,

   

  We do see that this consumer contacted Generac Customer Support on 10/12 and spoke with a CSR ( ********* ) who forwarded on a request for an update from the consumer for this repair. If the consumer is looking for further updates, they would need to call into Customer support and again provide that interaction number, which absolutely does exist and has been noted during interactions with this consumer.

   

  Regards,

  Generac

  Customer Answer

  Date: 10/27/2022

  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.
  
  I have yet to recieve any response from generac as to a schedule.
  
  Regards,
  
  *******************************

  

  Business Response

  Date: 10/31/2022

  Hello,

  As we previously reminded this consumer, any and all updates would come directly from Generac's Customer Support team., This consumer would need to contact them for any additional assistance and or information.

   

  Regards,

  Generac

  Customer Answer

  Date: 10/31/2022

  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.
  
  I have called a total of 4 times.  First time to report the issue with a generac responding that they will submit a schedule repair request.  1 week with no response from generac about a repair schedule, called customer service and assured that a repair request was submitted.  Called 2 weeks later with no response from gernerac about a repair schedule, got the schedule department and informed that they have information that I have a system but no repair request.  Transfer to customer service, 1 hr wait time.  Called customer service the next day, told they would put in a service  request.  Called 2 weeks later, another put in a request for service response.  6 weeks with no schedule for repair.  50% of the 50k solar system is locked out due a a generac detective product.  An acceptable response is a scheduled servive day and time.
  
  Regards,
  
  *******************************

  

  Business Response

  Date: 11/10/2022

  Hello,

   

  We apologize for the lack of communication and follow through on this case, this consumer will be re-assigned to a different specialist, who will be contacting him today.

   

  Regards,

  Generac