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:10/01/2022

  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 have $69,940.00 Generac power cell solar system install this past January by PowerHome ***************** and after a couple of months my wife noticed we werent seeing any savings and now the system is completely down reporting 2 errors that I just happened to notice after I received an email from *********** stating the following in part: ...Since the ***** Lockout Error and similar product errors are the result of a manufacturer issue and not due to our installation or workmanship, effective immediately Generac will be taking over responsibility for all future services related to Generac products, including replacement of SnapRS components and clearing lockout errors, in order to streamline the resolution of issues concerning their products. Moving forward, please contact Generac directly for issues related to any Generac products (including for SnapRS replacements and/or if you are experiencing lockout errors (such as the ***** Lockout Error 0x7130). You can contact Generac... Ive called Generac a couple of times as well as emailed their customer support for help and am getting nowhere. I did connect with a support rep who emailed me a list of technicians to call with some not returning calls, others saying they only work on their systems, and finally one who said he couldnt get to it until the first of the year; in retrospect, I shouldnt have to find a tech that responsibility lies with Generac. Cant turn back to *********** as theyve apparently closed shop so Id like ********************** to either get my system fixed or pay the remainder of my solar loan and remove the product from my house.

  Customer Answer

  Date: 10/10/2022

  [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. 

  I've made contact with Generac and they have scheduled for a repair of my system. They Rep mentioned they had to change how they were responding to better help their customers.

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

  
  

• Initial Complaint

  Date:09/30/2022

  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 Source provides the backup battery system for my Solar Panels. After realizing my electric bill was higher than it should be with my solar system, I shortly received a letter from Generac June15,2022 stating that they realize that I have products concern with my system, and they stand behind their product.The problem of the Snap RS801 or 801A will be replaced with the new RS802. Be patient they are committed to taking care of their customers. Nowhere in the letter does it say NovaSource has taken this issue over nor does it say how to contact NovaSource to get an appointment to get a service repair. After getting NovaSource's info and calling and emailing them with no response either way call nor email. Generac is taking a hands-off approach. I will also be reporting NovaSource for their negligence. I just heard today another person is having the same nonresponsive problems with their Generac solar system..

  

  Business Response

  Date: 10/04/2022

  Hello,

   

  We would encourage this consumer to contact Generac Customer ********************* Team so that they can contact ********************* team directly for the consumer who is not able to get returned communication.

   

  Regards,

  Generac

• Initial Complaint

  Date:09/29/2022

  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.

  A stand by generator(Generac serial number *********** was installed in October, 2021 and I noticed the generator didn't work when there was power outage in my town in July 25, 2022. The dealer Zgen Power, refused to repair the machine without extra cost because the damage would not be covered under warranty. He was saying it was damaged by lightning. I have doubts about the chances of being hit by lightning and he wasn't there to witness the lightning. I purchased the machine to have back up power in bad storm but if the machine can't stand for bad weather itself, there is no point of paying more than $10,000 and I paid extra $300 per year to maintain the machine. I contacted the Generac company and they refused to help if 'act of God's matter, then warranty will not cover the problem. I had to pay $977.71 to repair because I didn't want to be without power before hurricane season comes.

  

  Business Response

  Date: 10/12/2022

  Hello,

  Generac Power Systems, Inc. does strive to provide the best product and service possible. While our products are primarily intended to offer calm and protection during outages of any kind, our warranty covers that which we can control. Manufacturer's warranties cover manufacturing failures, not acts of God, such as a lightning strike.

   

  Regards,

  Generac

  Customer Answer

  Date: 10/12/2022

  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.
  

  No one witness the lightning strike and no sign of ligtning strike damage on the generator. How could only one specific part of machine be damaged from lightning strike?

  [Please type your response here.]
  
  Regards,
  
  ***********************

  

  Business Response

  Date: 10/19/2022

  Hello,
  Generac Power Systems, Inc. does strive to provide the best product and service possible. While our products are primarily intended to offer calm and protection during outages of any kind, our warranty covers that which we can control. Manufacturer's warranties cover manufacturing failures, not acts of God, such as a lightning strike.
  
  Regards,
  Generac

  Customer Answer

  Date: 10/21/2022

  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.
  
  There was no sign of lignthning strike nor any witnesses.  There was no proof of act of God as Generac stated.   One of the part was defective.  I am wondering whether the company keeps refusing warranty coverage if the machine is not working again because of poor quality of their product.  They sold a defective machine and now refusing to fix under warranty.   This is not fair after spending more than $10,000 to install this machine.

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

• Initial Complaint

  Date:09/27/2022

  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.

  Power Home Solar, now ************ installed Solar panels on our home in PA on December 23rd of 2020. We began reporting issues with production in early 2021. We were told then Power Home Solar was waiting on permission to operate from my electric company, West Penn Power. West Pen Power didnt receive the request for permission to operate until February 1st, 2021. The meter and permission to operate was given February 2nd, 2021. Then, we immediately questioned production as it seemed a little low for the hours of sunlight received. We were treated very poorly by customer service agents who seemed concerned only with convincing us our panels were functioning as they should be. When it became a bigger issue in late 2021, we finally had someone listen to us and they sent someone out on December 21st, 2021, to replace what they called our PV links. During the almost one full year between installation and repair, our production went from the 500 - 600 kWh/month to a 0-100 kWh/ month production level. The issues with production started again only two months after the December 2021 fix. At the time, we were offered reimbursement for our monthly payments up until that point and were promised we would be reimbursed in the future, we would just have to wait until 2022 until a full production analysis could be run by Power Home Solar after a full year of having then installed. They came out again on January 10th, 2022, again to replace what they called PV links. This changed nothing. Nothing was fixed at this time. On April 11th, 2022, *********** replaced what they said were my PV links again. In May 2022 we saw our first month of full production at 634 kWh/ month. This, unfortunately, did not last long. June of 2022, we saw a little over 600 kWh. July, we called for low production (469 kWh for the month) and *********** came out to replace our PV links again on July 14th, 2022. We had one good month in August at 605 kWh/month. Generac refuses to diagnose the problem.

  

  Business Response

  Date: 10/17/2022

  Hello,

   

  Generac is the manufacture, and does not participate in installation, direct diagnostics, or repair of product. Diagnostics are completed by authorized service dealers in the field.

   

  Regards,

  Generac

  Customer Answer

  Date: 10/17/2022

  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.
  
  My Generac warranty would cover an issue with Generac equipment. Im confused because someone set up an appointment for someone from Generac to come help diagnose my system. This response is unacceptable. Generac promised they would send someone out to diagnose the system on October 20th and in this response claim no responsibility. I paid $20,000.00 for a solar system that does not work. It previously failed in the same way when Snap RS units melted on our roof. The installer has gone out of business and Generac is refusing to diagnose the system to see if it is something that would be covered under their warranty. There are instances where homes have burned down. My home almost burned down due to melted Snap RS units. This is beyond deplorable.  
  
  Regards,
  
  *************************

  

  Business Response

  Date: 10/26/2022

  Hello,

   

  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. This consumer is welcome and encouraged to reach out to our clean energy customer support team or utilize the dealer locator on our website for further assistance with any repair.

   

  https://www.generac.com/dealer-locator.aspx?category=1

   

  Regards,

  Generac

• Initial Complaint

  Date:09/26/2022

  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.

  We had solar panels and a Generac system installed for our home and barn by Power Home Solar, now known as *********** in Oct 2021 for $68,000. After months of delays by ************ the system was working from apx February to July 2022, at which time the Generac system locked out because of faulty parts, ****'s words. Generac failed to respond to several attempts for information about repairs. I finally received an email directing me to Nova Source for repairs. The problem is the replacement parts are the same defective Generac parts. Nova Source doesn't respond either. ****'s attempts to correct Generac's faulty product has caused them bankruptcy. Apx ****** customers of theirs in the 15 states they serve are in the same expensive mess we are. Our income is limited now in retirement and we can't afford to absorb this mess they won't address. I want a reimbursement for their system because there is indication they knew parts were defective. I have no way to upload my contract and warranty . I've filed a complaint with the ******* Attorney General and am going to contact the bank the loan is through to seek their recommendations. Generac is the source of this problem. They should have issued a recall at the very least. I can't imagine how many customers are effected country, or even World wide.

  

  Business Response

  Date: 10/17/2022

  Hello,

  We are sorry to hear this consumer is having concerns contacting NovaSource for their service visit. We would encourage this consumer to call into our customer support clean energy line, as they have recently created a consumer path directly to resources at NovaSource.

   

  Regards,

  Generac 

  Customer Answer

  Date: 10/20/2022

  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: 10/30/2022

  I've lost all confidence in this company. Why should I believe the repair will be better than the original?! I much prefer a different company for our needs. We've been gone on vacation the last month and I just saw this. I hope it isn't to late.

  

  Business Response

  Date: 11/10/2022

  Hello,

  Generac as the manufacturer does warranty any component that is deemed to have a defect in product or workmanship, through an extensive dealer network. Any consumer who is having difficulties with their product would need to work with our customer support team in order to be set up with a service site visit 

   

  please contact: ************ for a direct line to all Generac consumers who are directly impacted by *********** / Power Home Solar issues.

   

  Regards,

  Generac

• Initial Complaint

  Date:09/26/2022

  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.

  In February **************************************** contact with your local dealer - ******************- to buy and install a PWRcell inverter and PWRcell batteries to upgrade our old SunPower installation. These equipments were installed in April and registered with Generac on 04/26/22....But since these date the dealer has encountered a numbers of issues - replacement / upgrades go of Snaps / power links devices, Inverter software problems......that have required your company technical assistance on the phone and finally in June the visit on site of one your tech Support engineer who was able to make the installation worked at 80% capacity...but only for a few days. After 6 months the installation is still not operational -0 KWh solar production- while I am paying the unplanned expensed of losing 6 month of Solar production and no operational backup during the August power outage.We asking for YOUR ASSISTANCE AND GUIDANCE TO ENSURE THAT THE CURRENT DEALER...OR someone's CAN COMPLETE THE INSTALLATION ASAP.Depending of your reply we will need to decide if we need to escalate the case both from a media perspective and in last resort to legal action.Regards *****

  

  Business Response

  Date: 10/26/2022

  Hello,

   

  I was able to locate this consumer's concerns in our system. It does seem that the consumer was provided with another service center to work with, however expressed frustrations that they were a few weeks out on being available to offer service. Unfortunately this is not something that the manufacturer is able to control. We recommend this consumer accept the service visit they were offered so that their system can be reviewed, repair as necessary either from installation / defect related items and brought to an operational state.

   

  Regards,

  Generac

• Initial Complaint

  Date:09/21/2022

  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.

  We went on-line in 9/2020, with a PWRcell solar panel system with integral battery back-up. The equipment was provided by Generac, and installed by Sun Bridge Solar, our local service provider. In 3/2022, the system started to switch itself off randomly due to what is known as PVRSS lock-out errors. This continues to this day, after several attempts and updates to fix it.Generac keeps trying to blame *********, claiming possible installation errors, or lack of trying on their part. However, the real problem is a faulty product from Generac, specifically their SnapRS devices and associated PVRSS sub-system. First we were told the original Snap RS 801 units, had a problem and needed to be replaced, but they weren't available yet. Finally, the new RS802 units were installed in 7/2022. No improvement, then we were told, we also needed upgraded firmware. This was finally accomplished later in that month. Several The original problem continue, the system keeps shutting itself off. All attempts at contacting Generac and getting an answer to following simple question have failed: When can we expect Generac to provide equipment that actually works? Bottom line, we have a > $35K system that cannot fulfill its primary purpose of providing emergency power when required. During the latest safety power shut-down by PGE (local utility in ******** **), 2/3 of our solar panels were off-line. Power was disconnected from homes < 2 miles from ours for multiple days. And of course, every day the system is off-line we take a financial hit, due to lost power production.

  

  Business Response

  Date: 10/04/2022

  Hello,

   

  As outlined in Generac's warranty statement, Generac does not provide monetary compensation for consequential or incidental damages. We would however, encourage this consumer to contact Generac's clean energy customer support team to discuss any questions or concerns.

  Regards,

  Generac

  Customer Answer

  Date: 10/09/2022

  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 had read and understood the Generac warranty, I did not need it repeated back to me.  My primary question remains:  Generac's PWRcell product is defective.  When is Generac going to take responsibility and fix it?    

  
  Disappointed,
  
  *********************

  

  Business Response

  Date: 10/19/2022

  Hello,

  Generac has partnered with NovaSource and ******* to assist with warranty repairs. This consumer would need to contact Generac ************ Customer support to be placed on a service site schedule.

  Regards,

  Generac

  Customer Answer

  Date: 10/20/2022

  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.
  
  

  This is very interesting, but contrary to the information I have received from ***************************************.  They have been very insistent that ALL service actions, must be taken through my local service provider/installer.  In my case Sun Bridge Solar.    

  Again, based upon the information I have received from ***************************************, they have acknowledged that the PWRcell has a system defect, and Generac is working on a fix.   As such, why would I have to notify a 3rd party to get my system fixed?  If Generac has a fix, why wouldn't a Generac representative contact me or Sun Bridge directly, and arrange the appropriate repair/upgrade?

  Generac has handled this entire issue very poorly, this last response is the latest in a long series of missteps.   A more appropriate response would have been a formal apology, notification that a fix has been identified and is now available,  and it will be installed on a specified date.   Lastly, I would expect some sort of offer of compensation for over 8 months of lost electrical production, and more importantly, the inability of the system to perform is primary mission of supplying emergency power! 

  Disappointed Again,

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

   

   

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

  

  Business Response

  Date: 10/26/2022

  Hello,
  

  Generac has partnered with NovaSource and ******* to assist with warranty repairs. This consumer would need to contact Generac ************ Customer support to be placed on a service site schedule. We apologize for any inconvenience this has caused. As a reminder, Generac's warranty statement does clearly outline that we do not pay for consequential or incidental damages. 

   

  As always, our customer support team is open 24/7 to offer support.

  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.
  
  

  This is a duplicate of the previous response and did not address any of the questions I listed in the last rejection.  

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

• Initial Complaint

  Date:09/21/2022

  Type:Order 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.

  Two years ago I had Generac's PWRcell equipment to include solar panels and back up generator installed on my home. Of the two years that I've had it, it has only worked for a total of maybe 3-4 months if that. They have had a continued problem with SNAP RS parts that continue to burn out which is from my understanding why the equipment is not producing power and not charging the batteries(backup generator). The installation company is ******** which is umbrellaed under Sunnova. I have consistently kept communication with both these companies to make arrangements for repair. I have also made my monthly payments for panels to Sunnova in the amount of $278.02 faithfully every month over the two years although the equipment has not performed as it should. No one has offered me any compensation nor does anyone appear to be in a hurry to get my equipment running as it is designed to do. I feel like I am stuck in a contract that I won't be able to get out of without some repercussion although none of this is my fault. When asked about compensation to *******, I was told I had to wait on an audit, which I don't know when its happening, and at that time they will compare what the system was to produce vs what it actually produced and I will be given the difference.

  

  Business Response

  Date: 10/04/2022

  Hello,

   

  As outlined in Generac's warranty statement, Generac as the manufacturer does not provide monetary compensation for consequential or incidental damages. We would however encourage this consumer to contact Generac Customer Support if they are not receiving updates from the service provider on their repair.

  Regards,

  Generac

  Customer Answer

  Date: 10/06/2022

  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 reject Generacs response because although they quoted their warranty statement to the monetary compensation(in which I dont agree with), they did not address the issue at hand which is their lack of functional parts being the reason my equipment has not and is not working since installation two years ago; putting me in a position to pay for solar panels monthly in addition to a power bill upwards of $500 monthly.  Their production time of snaprs parts has been extremely slow with turnaround times taking months and up to a year.  I have been in constant communication with my service provider (******** and Sunnova) since installation and have piles of emails and texts to prove such.  My last email  with suntuity(installer) prior to submitting my complaint was on 9/21/22 which I quote from the point of contact ***************************** Hello, They(suntuitys team) will be back in your area 10/17 to look at the generac systems again.  You will need to contact generac and sunnova as well to make sure the work order is in standing. Generacs materials are giving issues and we need this all on record.  I called Generac morning of 10/4 after reading Generacs response, waited for an hour to get someone on the phone.  In result, the support lady stated the latest update is the snap replacements are in and the parts are/were being sent to sunnova.  She had no further details in regards to when they arrived to generac or when they were shipped out from generac to the installer. 
  
  Regards,
  
  *************************

  

  Business Response

  Date: 10/12/2022

  Hello,

  We are in receipt of this complaint and would remind the consumer that updates can be obtained through our clean energy customer support team. They can be reached via live chat, e-mail, or phone. 

  Regards,

  Generac

   

  Customer Answer

  Date: 10/13/2022

  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.
  
  On 10/13, I reached out to generac customer support again,this time via chat and communicated with ******** for an update on my case 8461845.  I was advised to contact sunnova for shipping information to see if they have received the parts as they are unable to see any shipping information.  Was also advised to have sunnova call generac with their dealer number and talk to tech support.  I have reached out to sunnova and is awaiting a response.  In the meantime, I would like to know from Generac 1) what is the issue with the snaprs parts that they cant withstand past two weeks of service?  And 2) why is production time so lengthy to correct the faults? 3) when do generac anticipate having a snaprs part that will go the distance with the equipment as I expect to have issues with the new parts as well soon as I they make it to me.
  
  Regards,
  
  *************************

  

  Business Response

  Date: 10/19/2022

  Hello,

  Generac's customer support team would be more than happy to answer any questions for this consumer. ************, please give us a call !

   

  Regards,

  Generac

  Customer Answer

  Date: 10/24/2022

  [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. I called the customer support number again on 10/21 and finally got an agent that was knowledgeable enough to direct me in attempting to resolving the issue.  I am currently going that route and if this route does not work, i will be submitting another complaint to pick up where we are leaving off from. 
  
  Regards,
  
  *************************
  

• Initial Complaint

  Date:09/19/2022

  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 solar system for $94,500 dollars. It was installed in May 2021. This system has been down since March 2022. Generac in my opinion is not STANDING UP WITH THERE WARRANTY. To date Im told by generac depending on who you talk to has the parts but cant find anyone to install them. Im sorry my B.S. METER is off the scale. If I wanted a new system install they would be here next week. Generac is responsible for there products. Keep in mind this has been going on since March, more than 7 months. Generac this is NOT GOOD FOR BUSINESS, get your act together and FIX my system. Generac Im surprised that a class action suit hasnt been filed yet. Again get your act together and fix my system. Regards

  

  Business Response

  Date: 10/19/2022

  Hello,

   

  We have escalated this consumers concerns ( as he is also able to do ) by contacting our clean energy customer support team. They have reached out to NovaSource to ask for this consumer to be escalated to a high priority. Further updates on this site visit are only available through the Generac Customer support team.

   

  Regards,

  Generac

  Customer Answer

  Date: 10/19/2022

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

  Thank You

  
  

• Initial Complaint

  Date:09/17/2022

  Type:Customer Service 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 is my 3rd formal complaint, 2 was to ************ now BBB regarding my solar system. My system has been installed since June 2022 and has not worked properly since the installation. When I call to get some clarity I get passed around like a hot potato by multiple people over the phone who clearly know NOTHING about this system or how it operates. I have only added another bill to my monthly expenses. I WANT TO BE REIMBURSED FOR EVERY MONTH THIS SYSTEM HASN'T WORKED OR A REFUND ON MY SYSTEM. My next move will be going to the local media and obtaining a lawyer to figure something out. I am a disabled veteran who had to quit a job due to medical condition and now this extra bill is not helping my personal situation one bit.*******************************

  

  Business Response

  Date: 10/04/2022

  Hello,

   

  Generac as the manufacturer does warranty these systems, however does not participate in the sale/installation of these units. If this consumer is looking for a refund- they would need to work with the place of purchase. Unfortunately as *********** is no longer in business, this consumer may not be able to obtain a refund.

  It is important to note that Generac's warranty statement does clearly outline that it does not cover consequential or incidental damages. As always we would encourage this consumer to contact the clean energy customer support team.

  Regards,

  Generac

  Customer Answer

  Date: 10/05/2022

  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.]Just because *********** is out of business doesn't mean Generac isn't liable. They have it set up where Generac sells the solar system, *********** or some third party company installs it and another company finances it. That's too many hands in the pot...SOMEONE IS ULTIMATELY RESPONSIBLE FOR THIS PRODUCT AND IT IS A GENERAC PRODUCT. They all give me the runaround pointing the finger at each other and the finance company could care less...they want their money. I've added another bill to my monthly expenses and haven't had service since this install.

   
  Regards from disabled veteran, 
  
  *******************************