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:09/16/2022

  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 purchased a Generac Powercell system through *********** in August of 2021. Because of faulty parts I had issues with my system working. It was not charging the batteries and it did not work as advertised, as it is an emergency power device that should come on when I have a power outage.It was fixed and operated from November until September 3, 2022. Now my system is not working at all. I have reached out to Generac and they walked me through some steps. After I followed these steps, it was determined that I should reach out to my installer. I called *********** and they told me that I needed to call Generac as they are no longer dealing with Generac customers. Generac has told me that they currently do not have anyone in my area that will work on this product. I am now almost 2 weeks without my "Emergency back up system" that does not work and I currently pay $192 a month for. I asked if there was anything that can be done and they said "No, I will just have to wait" I do not want to throw money in the trash as I will do as times are tight and I cannot afford to pay for a system that does not work. I understand that there is a legal suit going on between the two companies, however it is the customers who have to suffer through this issue.

  

  Business Response

  Date: 10/19/2022

  Hello,
  
  
  
  Generac's customer support team is working  to help re-direct all of the consumers that were negatively impacted by this dealer's incorrect installations, damaged properties, and incomplete set *** as quickly as possible. Both NovaSource and Sunnova have joined with Generac to ensure that all consumers who were impacted by this companies business decisions, are taken care of.
  
  We encourage this consumer to reach out to our clean energy customer support team to be added to a repair schedule as soon as possible.
  
  
  
  Regards,
  
  Generac

• Initial Complaint

  Date:09/08/2022

  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 purchase a Generac Generator whole house standby unit which has been discontinued and an extended warranty for 499 dollars. I am having an issue which I have called the corporate headquarters and consumer complaints and they did nothing to help me. I was told by ******** that the extended warranty I purchased replaces the original and it has expired 4-8-2019. I said that is not what I was told when I purchased the system. They told me it would cost over **** to fix it or **** to buy a new one. I dont have that kind of money and thats why I purchased an extended warranty. So with know satisfaction I am filing a complaint with the bbb and the *** and would appreciate help with this matter.

  

  Business Response

  Date: 09/12/2022

  Hello,

  We would encourage this consumer to contact Generac's customer support team with any supporting documentation that they had purchased an extended warranty. At that point our customer support team can assist them with next steps. The consumer should reference case number 8407288.

   

  Regards,

  Generac

• Initial Complaint

  Date:09/08/2022

  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.

  defective gas tank on model RS5500 fuel gage let water into gas tank causing tank to rust it cost me around ****** for new carb.this is not the first my time i have less then 90 hrs on it i find that fuel gage vibrate while running letting water inter into tank

  

  Business Response

  Date: 09/12/2022

  Hello,

   

  It appears we do not have any documented calls under the contact number provided by this consumer. We do have a 24/7 customer support team that would be happy to discuss any requests / concerns from this consumer.

   

  Regards,

  Generac

  Customer Answer

  Date: 09/14/2022

  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.]
  they should be responable for fault gas tanks
  Regards,
  
  ***********************

  

  Business Response

  Date: 10/12/2022

  Hello,

  As we previously advised this consumer is welcome to contact Generac Customer Support Directly to discuss any questions or concerns.

  Regards,

  
  Generac

• Initial Complaint

  Date:09/08/2022

  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.

  Powerhome solar (pink energy) installed a $65,000 solar power system on our house last October. Its never worked since day 1. The meter isnt even installed yet. Weve been paying $232 for solar a month plus full electric bill since then. After 6 schedule changes to come fix them pink energy is backing out putting full blame on generac snaps. Wed like generac to come fix this asap.

  

  Business Response

  Date: 09/12/2022

  Hello,

   

  We would encourage this consumer to contact Generac Customer Support to discuss his concerns' further, as we noted we unfortunately do not have any documented calls from this consumer using the contact information provided. Our customer support team would be more than happy to guide the consumer towards next steps.

   

  Regards,

  Generac

• Initial Complaint

  Date:09/07/2022

  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.

  They promised that I would save money on my electric bill, that the system would be trouble free, and that the system would work for 25 years with a warranty

  

  Business Response

  Date: 09/12/2022

  Hello,

   

  We would like to hear a bit more from this consumer so that we can properly address their concerns. Please contact our customer support team at ************.

   

  Regards,

  Generac 

• Initial Complaint

  Date:09/02/2022

  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 purchased a solar package with Generac. 14 panels and a back up battery. We have had it for a little over a year, and all together, it has probably worked about 2 months. We have had service people out here several times!! They always find something wrong, allegedly fix it, and leave. If we are lucky, it may work for a week! So, we are paying off a ****** dollar loan, for a product that doesnt work, and still paying for a regular electric bill as well. What can we do??

  

  Business Response

  Date: 09/12/2022

  Hello,

   

  We understand that *********** is no longer a Generac service dealer, so we have escalated your concerns to our consumer resolution team. A member of that team will be contacting you in ***** hours. your case number to reference is # 8000015990

   

  Regards,

  Generac

• Initial Complaint

  Date:08/29/2022

  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.

  Purchased a Generac Solor Panel and backup battery last year and begining of 2022 finally got it up and running. A few weeks ago, had an error and called Generac for a reset and was told it was a service call to replace the Snap connectors 801A and another part ( can't remember the part name). Since then, my battery will not supply energy on the Self Supply setting so now it is costing money to operate during evening hours. Received a letter from the installer and Generac about the issue with the solar panel system. Called company that installed the system and scheduled a repair and given a appointmenr 08/27/2022 for the repair job. Received a phone call on 08/26/22, from the install company and they cancelled the appointment stating parts are not available. Made some other calls today, to find out that replacing the connector will not fix the issue, that it is a module that is unavailable at this time and there is no date being given to authorized Generac service companies when it will be available and not to talk about it. This is a Generac issue due to a computer firmware update that has made customers solar panel systems partially of fully inoperative. Generac **************** is misleading the consumer about the repair and directing them to contact the authorized Generac service companies when currently there is not a fix. Maybe be time to contact a news media company to make it more public.

  

  Business Response

  Date: 09/12/2022

  Hello,

   

  This consumer's concerns have been set up with resolution case number #**********. A member of our consumer escalation team will be in communication with him within 24 hours.

   

  Regards,

  Generac

• Initial Complaint

  Date:08/29/2022

  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.

  In November of 2021 I bought a generac IQ **** generator thru lowes. On my very first trip, the generator died after a few hours of use, and would not start again. I contacted generac customer service for warranty work, they gave me a certified repair shop to take it to, and I did. After approx 6 months, I get a call from the shop they told me to take it to stating generac had not been any help in supplying the schematics needed to repair. Generac then told me to pick it up and take it to a second approved warranty repair center, who had it for 2 months only to tell me he couldnt get approval from generac to finish fixing it. I was then told to pick it up and that generac would possibly replace the generator, but I would need to send the old one back. No problem, except when I picked it up, I got it back in 3 boxes. COMPLETELY DISASSEMBLED! (See pics) It has now been 3-4 weeks with no word from generac, after several calls and voicemails. Case # ********* Resolution member I have been dealing with is ******* @ extension ****

  

  Business Response

  Date: 09/12/2022

  Hello,

   

  We are sorry to hear about the additional frustrations this consumer has received. ******* did receive the pictures he sent her on Friday the 9th, and will be forwarding them to her supervisor today to determine what resolution can be offered this consumer.

   

  Regards,

  Generac

• Initial Complaint

  Date:08/22/2022

  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 purchased our home Generac generator from Lowes *********** **** on 8-13-12 and it was installed by *********************** ******** **** on 10-16-12. In February of this year our electric went off and the generator was trying to come on making a horrible loud noise. It finally shut off and never came back on. We contacted *********************** to have them come check it and they were backed up for 3 months so we sent a picture that a contractor had taken for us. They contacted us back and said their technicians said it was a factory defect that we needed to contact Generac even though it was out of warranty. I called Generac sent the picture and info that it was a factory defect to a ***************************. They proceeded to give me a case # *******. And said I would be contacted. So *************************** contacted me I gave her the info and she said she would get back with me. Well I kept receiving emails from her saying she was leaving messages for us on our home phone. We were not receiving them ?? I kept trying to call her for several days and could only get a voice mail and also sending emails to her. So after about a week of calling she answered. I told her we had not received any messages on our answering machine and asked her what number she was calling, well it was a wrong number. So I gave her my correct number which I also gave her in each voice mail and email. So she said they will review the problem and get back with me. I asked her you have my correct number now right ?? And she repeated that wrong number to me again. I finally got her straightened out on that. So the next week she called and said it is out of warranty and they werent going to do anything. I had told her from the start we knew it was out of warranty but it is a manufacturer defect. So we called a few contractors to look at it and they all said the same thing manufacturers defect. Accurate from *********** **** gave ** and estimate of ******* to fix it So we filed it thru our insura

  Customer Answer

  Date: 08/29/2022

  We never got to finish our complaint as we were cut off.  We turned it into our insurance and they told us since it is a manufacturer defect they wont cover it.  We were told yo fold a complaint with BBB.  Our unit only has 247 hours on it and a lot of that is from its weekly running session it dies automatically. We paid $7500 for the generator and is going to cost $5400 to repair it.   Thank you 

  

  Business Response

  Date: 09/12/2022

  Hello,

   

  Unfortunately as this consumer was previously advised the failure occurred 7 years after the warranty ended on this unit. Generac has discussed this with this consumer and explained that we would not be able to offer assistance this far out of warranty. 

   

  Regards,

  Generac 

• Initial Complaint

  Date:08/20/2022

  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 purchased a Generac Standby home generator from a dealer, with the intent to self install. I am a licensed electrician and pulled permits/zoning for the generator and did it legally/correctly. After install, the unit would crank but not turn over. After multiple troubleshooting calls to Generac, and spending $200 on a new battery, they determined that the problem needed to be looked at by an Authorized dealer under warranty. (They told me any further work by me would void warranty) I called the recommended dealer of the Generac technician, and they came out the next day. The technician noted the factory wiring harness to the controller was lose or poorly installed, and he rectified the issue. I was recently notified Generac denied the claim, citing: "Generac denied claim as "installation failure" When I emailed Generac support regarding this denial, support offered no explanation within the warranty terms or installation manual. The step of verifying a factory harness is not in the manual, nor was it part of troubleshooting. Generac support made me aware that any steps I took beyond the manual would void warranty, yet denied a claim stemming from an issue not contained in the manual. The authorized dealer wants to bill me $150 due to the denial. I believe Generac should honor the warranty of manufacturer defects on a factory part. Generac case #*******

  

  Business Response

  Date: 09/12/2022

  Hello,

   

  Generac is in receipt of this consumer's complaints regarding recent work that was performed on his 14kw generator. I did take a look at the serial number registered to this consumer and see that there actually was no warranty claim filed by this service dealer against this consumer's generator. This claim has never been reviewed by Generac.

   

  A member of our resolution team will be in communication with this consumer and this service dealer tomorrow the 13th, to review further. This consumer should reference case number: 8000015947

   

  Regards,

  Generac