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

367 total complaints in the last 3 years.
115 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:08/19/2022
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.
Good Morning Sir/*****,On July 29, 2022 my generator was not working and making a clicking noise. I was nervous so I called Generac to find people who could service it in my area and I also have an 10 year extended warranty which expires on July, 2023. General gave me several service providers and I started calling them many from ********** who do not service in ********, one they did give me was in ******** ************************ **** ************ *** from CODA came out to check my Generator on Friday July 29, 2022 and said it was the comptroller that did not work and he asked me for $350.00, $175 to come out and another $175 for an additional hour. I paid him and I told him I have a warranty and he said we do not do the warranty. Now I called Generac an d told them I have an extended warranty this part is covered and they said yes but I paid CODA $350.00 invoice # **** and I should get that back from Generac since they gave me this service provider. After sending an email to *************************** ************ and opening a case #******* with Generac and the case review team reviewed my case they said it was determined that the service dealer provided was through individual research and not one of our agents. How could they say this if I got the name from them on July 29, 2022. I am very upset and want a full refund of my $350.00 due to the fact I have an extended warranty and that they have given me the service provider ********************** cell ************ on July 29, 2022. If you call and ask they will give you that name unless they removed it now from their list not sure but on that day I received the name from them. Please I would appreciate if I receive a full refund from Generac of $350.00 as I have an extended warranty. All your help will be deeply appreciated if you need further information please feel free to give me a call at ************!Sincerely,*****************************
Business Response
Date: 09/12/2022
Hello,
Generac is in receipt of this consumer's complaint and has set up escalation case # 8000015946 for further review with our consumer escalation ( resolution ) team.

Regards,
Generac
Customer Answer
Date: 09/12/2022
[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 will be waiting to hear back from the escalation team and not satisfied until I receive a refund of my $350 paid to the service provider CODA
Sincerely,
*****************************

Regards,

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

Business Response
Date: 09/12/2022
Hello,

One of our customer support supervisors has pulled the phone calls associated with this consumer's number. Unfortunately while there was a list of dealers provided, this sales dealer was not one of them. Generac does clearly distinguish between sales and service dealers on our website by a wrench icon next to accounts that do warranty work as service providers.
We had been in communication with CODA, who advised that this consumer did call him, stating he had an electrical issue and dispatched them as electricians and they do maintenance, but never were advised by the consumer this unit was under warranty.
Given the information provided from CODA as well as the recorded calls, we are unfortunately unable to assist this consumer.
Regards,
Generac
Customer Answer
Date: 09/12/2022
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.
Generac led me to Coda because I would have never got that name anywhere but from them this decision is not accepted by me as they have given me the Company and phone number they are lying about there going back to the representative that gave me the information! I have a warranty and I should not be charged for the $350 charged for service which is there mistake!

Regards,

*****************************
Initial Complaint
Date:08/11/2022
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.
******************* Customer Support Specalist ***************************: 1 ******************* home generator unit installed 10/21 was ok for a 6 months then fuses began to blow randomly many phone calls to Generac and installer finally installer came out 7/22 and replaced blown fuses but did not determine root cause replaced dead battery but did not check why charger let it go dead new battery went dead a short time later called Generac for help and was given 2 different service/installers called the recommended one and never heard back called Generac several more times and they refused to provide serial/model numbers $9,283.32 unit has been dead for going on 3 months now we would like the unit installation to be checked/corrected by a different Generac qualified installer we would like the unit repaired or replaced at Generac expense as it is either defective or installed improperly if not, we would like a full refund and unit removed so be can purchase a reliable unit
Business Response
Date: 09/12/2022
Hello,

I was able to confirm this consumer has been in communication with our customer support team, during multiple calls in which the consumer disconnected calls, after becoming upset that Generac is unable to dictate a service dealer's schedule. We have set up case number: 8000015949 so that a member of our customer support team will be able to contact this consumer and determine the extent of the issues with the machine and see how we can assist.

Regard,
Generac
Customer Answer
Date: 09/12/2022
[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:08/09/2022
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 bought a Generac Guardian generator, model ****, in June of this year. After installing it, I have not been able to connect it to my home WIFI. I have tried everything I know (I have over 20 years of software development and a MS in computer science) to no avail. I have tried resolving it through all of Generac's trouble shooting resources with no help. I have tried calling tech support several times, but either I get stuck in a auto answering loop or disconnected. I am at a dead end!
Business Response
Date: 09/12/2022
Hello,

This consumer is able to contact any service dealer in the network to come and assist with the WiFi connection, by using our website. Please be sure to select a dealership with the service wrench icon.

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

Regards,
Generac
Customer Answer
Date: 09/12/2022
[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:08/07/2022
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.
Generator went down June 27 I was told it was a catastrophic engine failure and needed to be replaced under warranty except for labor. Engine to be shipped end of July. Emailed Aug 1 and was told now maybe it would ship Aug 12 . I have paid for this in full and coming into hurricane peak season do not want to be without. They cannot gauretee when it will be shipped . According to generac this is a known problem and are upgrading the engines. No one seems to have any urgency in getting this problem resolved but want to charge me labor to replace it.
Business Response
Date: 08/17/2022
Hello,
The service dealer doing this repair for the consumer advised that the repair date was scheduled for 8-15-2022.

Regards,
Generac
Customer Answer
Date: 08/17/2022
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.

Only after I filed a complaint was the schedule made. Any labor to replace this Motor needs to be paid by generac and the warranty needs to be increased to 10 yr parts and labor. Just another piece the bolts generac said they where waiting on to be able to ship the motor ended up being the wrong size.

Regards,

*********************
Business Response
Date: 10/19/2022
Hello,

Generac is happy to stand behind our product using the manufacturer's warranty that each unit has. Every consumer is offered multiple opportunities to purchase an extended warranty if they choose to do so. We would encourage this consumer to contact their service center for updates to the status of the repair.

Regards,
Generac
Initial Complaint
Date:08/03/2022
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 purchased solar panels from Solar Titan and operating system is through Generac. The system has been fully operational less than 10 days from 8 months ago when the contract was signed. I am presently paying my bill for the system but the system only runs at half power. I don't the honest reason but what i do know is that Generac blames Solar Titan and i need to ************* Titan. Solar Titan tells me that this a Generac problem and i need to contact Generac. Generac costumer service puts you on hold and transfers calls creating very long wait times (more than 20 mins). Very difficult to get information. I am losing money every month and have figured a loss into the ***** plus dollars. Paying 2 bills. Solar (mosaic loan and city of *******, electric bill). My patients has run out. Please help me solve this issue.
Business Response
Date: 08/17/2022
Hello,

We would encourage this consumer to contact Generac directly to discuss their concerns. Our ************ Customer Support team can be reached at: ************.

Regards,
Generac
Initial Complaint
Date:08/02/2022
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.
Since day one had nothing but problems with my unit under warranty they replaced the brain the board and a few sensors. The generator still gives me issues. I asked from day one to buy a extended warranty they told me.must wait till I'm closer till expiring. Now I call and they said it's passed the time to buy it. They have no clue what's going on. I paid $17,000 just for the generator besides install cost and have nothing but headaches.
Business Response
Date: 09/12/2022
Hello,

Generac is in receipt of this consumer's complaint. It is important to note that Generac as the manufacturer does not sell extended warranties. They are however, available through a service dealer for commercial product within the first 365 days of activation. If this consumer is looking for assistance above and beyond the warranty, they would need to contact customer support at ************ to initiate a case.
Regards,
Generac
Customer Answer
Date: 09/21/2022
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*

[I have called them numerous times from when product was a ferw days old and was told you cant get the warranty untill after the 2 year mark * even recently before the 2 year cutoff caleed again and was told contact there 3rd party who told me they dont have my serial number in there system * im not looking for anythinhing for free * they sold me a lemon its very clear there power elite dealer+ which is the highest dealer told me its a lemon and get the warranty please call the dealer to verify ************ * i want to purchase there extended warranty for thelemon they sold me ]

Regards,

*******************
Business Response
Date: 10/12/2022
Hello,

This consumer was advised multiple times, that an extended warranty is only available for purchase within the first 365 days of purchase for his size generator. We do not offer exceptions to this process.
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.

Ill show you proof of calls made withing the 354 days and was told it can only be done closer to the 2 year ***** Even now they say after 2 years something will be mailed out. And your dealers told me you have given wareanties to ppl that have 5 years old generators. What bothers me is the stories and run around and to top it off you have access to my weekly start and service . And you still wont honor your word. .]

Regards,

*******************
Initial Complaint
Date:08/01/2022
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 Generac generator s/n3005221147 November 2019. Had serviced 6-10-21 when indicator light went on. On or about 4-14-22 generator would not start. This was due to frozen choke. I was billed $844.98 - $108.48 to get generator in working condition. I talked to *************************** at Generac and she claimed it was a maintenance issue and not under warranty case #*******. I had all maintenance performed when needed. Work was performed by ******************** of *********** ********* **************
Business Response
Date: 08/17/2022
Hello,
We have set up this consumer's case for further review with our consumer resolution team. A resolution specialist will be in communication with this consumer on 8/18/2022.

Regards,
Generac
Customer Answer
Date: 08/22/2022
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 not heard from Geneac except for a message to call them on voice voice mail. I returned their call only to leave a message on their voice mail and have not heard from them.]

Regards,

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

This message was sent over to the resolution specialist working with this consumer. She will be contacting him shortly.

Regards,
Generac
Customer Answer
Date: 09/20/2022
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.

Consumer did talk with someone who said they would call him back. He still hasn't heard back from them, and it's been a few days.

Regards,

*****************************
Business Response
Date: 10/12/2022
Hello,

We apologize this consumer is having difficulty reaching his case worker. While we have forwarded this over to her, this forum is unable to connect him directly. It would prove much less frustrating for this consumer to contact us directly-so we can connect him to the case worker directly.
************.

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.

The consumer states he has had trouble connecting with anyone. He did hear from someone a while back, who said they would return his call, but they never did call him back. He states he is not able to get ahold of anyone by calling the number listed. Is there any contact information for the person working his case? A name or direct phone number?
Otherwise, he can be reached at ************.

Regards,

*****************************
Business Response
Date: 10/19/2022
Hello,

We apologize this consumer is having difficulty reaching his case worker. While we have forwarded this over to her, this forum is unable to connect him directly. It would prove much less frustrating for this consumer to contact us directly-so we can connect him to the case worker directly.
************.

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.

The consumer has called the number listed, but does not have the 4 digit extension of the person working his case. Could he please have that extension, so he can contact them directly?

Regards,

*****************************
Business Response
Date: 10/26/2022
Hello,

The extension is: 2674

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.

Consumer states they have left numerous messages at this extension, and have never received a call back. Can someone please reach out to them?

Regards,

*****************************
Business Response
Date: 10/31/2022
Hello,

This consumer was contacted and did communicate with the agent working his case.

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.

[Please type your response here.]

Regards,

*****************************
Initial Complaint
Date:07/31/2022
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.
The wood chipper broke the second time it was used. Brought to authorized repair shop who has been unable to get a response from the company. I dropped off the unit on June 22nd and the service center has repeatedly sent emails as the company does not have a phone number for them. I want it either fixed, replaced, or my money back. It has been over a month with no word from the manufacturer.
Business Response
Date: 08/17/2022
Hello,

This consumer's complaint has been sent over to DR ********************** in ******* for further review. Generac Power Systems, Inc. in ********* does not directly support this product line.

Regards,
Generac.
Initial Complaint
Date:07/23/2022
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 had a ground solar array system installed at my house. The installer put in a GENERAC model X7602 PWRcell inverter to convert the power coming from the solar panels dc power into ac power that can be used in the house. They finally got the system up and running in February 2022. The end of May beginning of June the inverter started giving an "error detected PV link S2502" message and the system was running at under half of its capacity. I contacted my installer on June 8th, after I had returned from a vacation and found the problem. He reported the problem on June 9th. I talked to the service reps on June 11th and found out that the problem had been going on since at least June 4th and possibly even before that. It is now July 23rd and since June 11th I have talked to service reps 6 times trying to get someone to tell me when the switches will be delivered. During those calls I have learned that customers are not allowed to talk to tech reps, only the installers can do that, I found out that my case number is *******, I found out on July 7th that my case was for some unknown reason was dropped, I was told that a *** form needed to be filled out before any switches would be delivered, They fill out the *** form. The rep I talked to said he would fill out the form and I would receive the switches in two weeks. two weeks have come and gone so I called the service rep again and was told that they were shipping the switches out that day and gave me a routing # with **** When I checked the routing # this morning all that was stated was a label had been made. As of this morning it does not state that anything has been shipped. We are now coming up on 2 months that my system hs been producing less than half of its capacity at a time the I should be producing extra electricity that I could have used this winter when production would be less. I was told they have had the replacement switches in their warehouse since the middle of June. This is beyond ridiculous.
Business Response
Date: 08/17/2022
Hello,

While this is certainly not the type of experience we would like for any consumer to have with their product, we would encourage the consumer to reach out to the technician working on their property. If they have had the product since June in their warehouse, then they would need to set up a service repair visit with them to finish the repair for the consumer.

This consumer is always welcome to contact Generac ************ Customer Support at ************ as well.

Regards,
Generac
Customer Answer
Date: 08/17/2022
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.

[Please type your response here.]
I would have expected the Generac Company to inform the installer that the parts were available to him for a change out and then for the installer to contact the client, me, to schedule a date to replace the RSSnaps. Neither of these things happened. I was in constant contact with various Generac sales reps of who seemed to continue kicking the rock down the road until I finally corresponded with two different sales reps that finally had the RSsnaps shipped to my home. I had the snaps replaced and I am still receiving the same error message. I have now connected with a new Generac rep who is sending people out tomorrow to see if they can find out what the problem is. The installer that Generac mentions,never came to the house in the first place to see if it was the RSsnaps that was the issue, he just called the Generac company and told them what the error message was. I believe the Generac company should do a lot more research on the companies they are allowing to install their equipment and have a better system for the people who have bought and are using their equipment to get information and access to people who can get answers and make things happen. I have done a lot of research on this issue and the Generac company and found that I am not the only person that has had issues with both.
Regards,

**** Corbly

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