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:11/13/2024

  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 generator from ****** on September 29th 2024. It was installed August 27th 2024. We had a power outage September 30th 2024 where the generator ran for an hour and then died. It showed error code 1270. We have had Generator Supercenter out multiple times to try and repair the unit and almost two months later it is non operational. I filed a case with Generacs grievances department and they emailed me today that they refuse to replace the unit and are only willing to repair and extend the warranty. Please note the unit has yet to be repaired and on multiple visits has failed to even operate long enough to diagnose. This is a brand new unit that failed on first use. I paid over ****** dollars for this unit and it has yet to function properly. I have zero piece of mind and zero confidence it will work in a power outage.All Im asking is that Generac do the right thing and replace this unit with one that functions. It was supposed to be a brand new unit.

  

  Business Response

  Date: 01/27/2025

  Good day,

  Thank you for reaching out to Generac through the BBB. I apologize to read that your unit was not working when initially installed. I have reviewed your case and see that you have accepted a resolution to your case and the generator is reporting as ready to run with no current issues. Due to the unit being operational and you accepting the resolution provided to you, Generac will not be reviewing your request for a replacement unit.

  Are there any other questions you have that have not been addressed by Generac?

  Regards,

  Generac

• Initial Complaint

  Date:11/13/2024

  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.

  Gen **** module has never worked proper. Constantly drops and has to be re paired. Then would not reconnect. Talked to local generac dealer who informed me after checking my mobile link app your 10 yr warranty covers parts labor and travel. We can come out and ***air under warranty. They arrived and **** card would not attemp to connect, tech had to unplug card and do hard reset then it attempted to connect. Took two attempts to connect. Tech said card or control unit bad on generator. *********** said since it connected it was not bad and refused to ***lace under warranty. Tech told me to call mobile link as customer and the *** I spoke to had issues that the card had to be hard reset and agreed that the tech was correct. She said she would send me a new card but could not override the service side decision to not cover ***lacement under warranty. She stated that she would connect the local dealer and get the Diagnoses and copy of invoice and have a review to have generac mobile link cover. She said she would get back to me in a couple days when she submitted it then it would take 3-5 business days for a decision. Never heard back. The next day I recieved a bill from local dealer for ****** to connect me to the internet, which dropped again in two days. Generac needs to cover this bill and fix this generator, it's been a year and no help. I see from other complaints that my issues are common.

  Customer Answer

  Date: 12/02/2024

  I have not heard from Generac as of yet. So I am not satisfied with them.

  
  

  Thanks ****** *********

  

  Business Response

  Date: 12/11/2024

  Good day,

  I apologize to read of the experience you have had with your Mobile link device. I will forward your request to have an operational unit sent to Appeals and Grievances. Please expect communication within 1-3 business days.

  Regards,

  Generac

• Initial Complaint

  Date:11/11/2024

  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 own a Generac Standby Power system. The system uses Generac 7000 model 50 amp **************** Modules. The units operate correctly but they fail after several weeks to at best a year. They always fail in exactly the same area with burnt circuit boards and potential fires. I have replaced 3 in 3 years. Reports of failures of these products are all over the internet and on ****** reviews. The failures are always identical. Since the units are housed inside, they can easily cause a house fire. I notified Generac each time I've had a failure but they insist the product is safe and has no known problems (??) . Dozens of on-line reports and reviews from other consumers says otherwise. The company has refused to accept the problem or correct what appears to be a serious design issue. I have lists of complaints and pictures, all with the same burnt circuitry.

  

  Business Response

  Date: 12/04/2024

  Good day,

  I apologize to read that you had three *** failures with your 3 different *** units. Could you provide dates to when the issues occurred with your *** units. Any of the older model series most likely would be out of warranty at this time and Generac would not be seeking to cover the units under warranty. If they failed within their warranty, Generac would be able to review your request for coverage of the *** modules.

  Regards,

  Generac

  Customer Answer

  Date: 12/05/2024

  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 business response does not address my issues at all. My failures occurred in Oct '24,April '23 and June '22 but any warranty is irrelevant. My complaint was that the product has a repetitive common electrical failure and short life cycle, experienced by many others and myself.  Failure illustrations show common burns in the product and potential fire risk. Repetitive replacement of the failing module as part of a Generac Standby Power System is unacceptable and requires Generac to correct the modules failure issue.
  Generacs response mentions a New Model ??? I can find no documentation that mentions a New Model. Generacs support group, on multiple calls and emails, made no mention of a New Model. A New Model might be good news for customers BUT:
  Does the New Model address the failure and potential fire risk issues and, if so, briefly,how does it achieve that?
  When is/was the New Model available?
  How would I know if I buy/have bought a New Model. What identifying markers or other indicators are there? Serial numbers?
  Will the New Model be available from regular Generac parts suppliers such as Amazon?   

   
  Regards,
  
  ****** ******

  Customer Answer

  Date: 12/30/2024

  [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. 

  More good news! The new units arrived today and the service company installed them. The service *** said, though Generac doesnt broadcast it,  his company were aware there was this new model and, to date,  they had experienced no issues with the new units.

  Sooo, all in all a great result. I cant thank you enough for your diligence and for resolving the issue for me. I still dont understand why Generac support didnt just say there is a new model which has improved longevity and here is how to identify it. ....but there you go.

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

  
  

• Initial Complaint

  Date:11/05/2024

  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 invested $ ***** in a22KW home stand by Generator Before Hurricane time we asked for maintenance, but Dealer decided NOT NESSESARY , because generator hat 8 working hours only.Short time later we claimed yellow light and error message 1902 - answer from Dealer = No PROBLEM just press 3x enter yellow light will be switch in GREEN LIGHT = all ok Few weeks later Hurricane ****** started- Power out - generator no working than MORTEN arrived generator still not working Total time without power 8 Days

  

  Business Response

  Date: 12/04/2024

  Good day,

  I apologize to read of your experience and the fault that has occurred on your unit. I will forward this over to the Appeals and ********************* for further assistance. Please expect communication within 3-5 business days. Generac's dealer network is mostly comprised of 3rd party dealers who have completed training to effectively work on Generac generators. I apologize for the effectiveness of the 3rd party dealer network. I understand you are requesting the unit be made operational. 

  Regards,

  Generac

  Customer Answer

  Date: 12/04/2024

  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 answer letter we received is ignoring totally  the difficult situation we had based on the GENERAC GENERATOR   QUALITY ISSUES.

  None of our questions are answered..

  10 Weeks after the total failure of the ( 1 year old  8 running ours )  GENERAC  GENEATOR he surprisingly understands that we need a better, reliable product for our $ ****** investment.

  But his answer tells us / confirms us  that its not only the Generator Quality  ,its  the  Company itself  you can trust

  May we will consider  using  social media channels to make our experience with  GENERAC  GENERATORS  more public.

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

  Customer Answer

  Date: 12/16/2024

  Did not receive any answer from GENERAC.

  
  

  

  Business Response

  Date: 12/31/2024

  Good day,

  I will escalate this within the A&G group to assure you are contacted within 1-3 business days (Generac is closed on New Years Day). 

  I apologize for the poor communication on your case thus far.

  Regards,

  Generac

• Initial Complaint

  Date:11/02/2024

  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 installed with Generac inverter and batteries in June of 2020. The system was $50,000 and was supposed to have a 10 year warranty. Sometime in 2022 the ** links quit working so only half of our panels were working. It took about 6 months to get them replaced. In August of 2023, our system quit working all together. It took about 3 months to get somebody out to look at it. They told us they would come back with a new part but they never returned. After about another 6 months, they sent somebody from another company who said that the wiring from the panels to the inverter was bad and that wasn't covered under the warranty. I don't believe that the wiring could just "go bad" after a couple of years and it have nothing to do with the equipment. Generac is not willing to do anything to help get our system going so now we are stuck with paying for a non-working system and paying extra for our electricity because the electric company charges extra when you have solar panels, even if they are not working.

  

  Business Response

  Date: 01/22/2025

  Good day,
  I apologize to read of your concerns with your Generac ************ system. I understand you are requesting that Generac assist and provide you a working ************ product. I will forward your complaint to the ************ Customer Solutions Group. Please expect communication within 3-5 business days. 
  Regards,
  Generac

• Initial Complaint

  Date:10/31/2024

  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.

  On October 25th, we installed a generator provided by Generac at a customers site. We returned on 29th to complete the setup and start it up, only to discover significant issues with the transfer switch. Specifically, the transfer switch wiring was insecure, and there was visible melting on the unit. These defects were undetectable prior to installation, as the box appeared undamaged on delivery.Our company has been installing and servicing Generac generators for over 55 years, with a strong track record of quality and professionalism. Until now, we have rarely encountered such problems with equipment quality, much less the customer service we experienced while trying to address this issue. We promptly contacted the companys sales, service, and warranty departments, seeking assistance or a replacement. However, instead of support, we were met with resistance and blamed for the damage.This experience has been both unprofessional and deeply disappointing. Despite multiple attempts to reach a resolution over several days, we were told that we, the installers, were responsible for the damage. There was no genuine effort to value us as a customer or address the issue fairly. This lack of accountability and disregard for our concerns is unacceptable, especially given the long-standing relationship and substantial business we have done with [Company Name] over the years.We believe this situation deserves the attention of the BBB, as we want to ensure that future customers are treated with the respect and assistance they deserve. We request that [Company Name] take responsibility for this damaged transfer switch, replace the defective part promptly, and take measures to improve their service approach to prevent future issues for their customers.Desired Resolution:Immediate replacement of the damaged transfer switch at no cost to our company.

  

  Business Response

  Date: 11/20/2024

  Good day, 

  I appreciate your 55 years of service on Generac products. I apologize to read of the experience you have had with the transfer switch. Do you have the serial number for the unit? I was unable to pull up calls from the phone number or emails from the email provided within our system. 

  Once I am able to pinpoint the unit and situation Generac can review the situation and assist better.

  I understand you are seeking assistance in replacing or repairing the transfer switch.

  Regards,

  Generac

• Initial Complaint

  Date:10/31/2024

  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.

  Purchased the Generac generator (GP2500i portable generator) 11/11/2023. Tried to return on 11/12/2023 would not accept return and give refund at the ***** *** Outlet store where generator was purchased. Instead they attempted repair repair cam back unsuccessful. I contacted Generac directly no less then 8 times in total. Generac sent me to general lawn and equipment located ********************************************************* *************). Another attempt at repairs were completed. Picked up Generator 4th of April 2024 same issues still occurred. More phone calls to Generac to complain was later sent to Northern Tool and Equipment 233 ****** Crossroads ***************************** More problems were discovered on the generator and mechanic (***) made additional repairs. *** is unable to get the factor to cover the repairs. A minimum of 3 more calls to Generac accrued speaking to several **** including ******* ****. **** claimed they would handle this incident (10/2/2024). ******* has since stopped responding to any attempts at communication such as emails. 10/31/204 called again on hold for an hour spoke with ***** (refused to give last name). ***** refused to speak with us and hung up after I informed him I was considering reaching out to the BBB , ***********************, and small claims court. I have documentation of all attempts of contact with Generac and its affiliates. I am wanting to file a complaint in hopes of receiving a refund or resolution

  

  Business Response

  Date: 11/20/2024

  Good day,

  I apologize to read of the experience you have had with the dealer network and your portable unit. I will forward this BBB Complaint to the Appeals and ********************* to have a case created and have an individual contact you within 3-5 business days. I understand you are looking for a reimbursement or replacement of your portable unit.

  Regards,

  Generac

• Initial Complaint

  Date:10/30/2024

  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 eco+ functionality on the ecobee smart thermostat cannot be disabled even though I have opted out of the smartflex prgram.Right now, the thermostat cannot be adjusted - which is worst behavior than a dumb thermostat. I want a refund of the smart thermostat as this feature is obviously broken.

  

  Business Response

  Date: 11/20/2024

  Good day,

  I apologize to read of the misfunctioning Ecobee thermostat. I will forward this BBB complaint to ****** to have a customer support representative reach out to you to assist with your complaint. I understand you are requesting to have a reimbursement of your Ecobee thermostat.

  Regards,

  Generac

• Initial Complaint

  Date:10/28/2024

  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 recently purchased a new generac generator for a home in a rural area that we have renovated for a cabin. Total cost was around $6000. First of all, the new generator would not start. A technician with generac came out and determined it needed a new starter. A couple weeks later we came home and had no power and the generator had a code. Called the technician and he said a fuse had probably blown. The power company came out and said we had power that it was something to do with the switch on the generator. The technician said he would come check it the next day but he never showed. When you pay that kind of money for a new generator it should work properly!! If their generators are trash they should not sale them and give us a full refund. We should have purchased a different brand!

  

  Business Response

  Date: 11/11/2024

  Good day,

  I apologize to read that you have had two separate faults occur with your Generac generator. I will request the Appeals and **************** create a case for you. Once the case is created, please expect communication from the A&G group in 3-5 business days. The A&G team will review the issues with the customer and seek a resolution. I understand you are requesting a refund of your product.

  If you do not receive communication, please reach out to Customer Experience at ************. 

  Regards, 

  Generac

• Initial Complaint

  Date:10/21/2024

  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 two failures happening between two weeks of each other on your 100A **************** Modules. The *** control units got over heated (burned) in exactly the same place on both units (please see pictures).I am an electronics engineer and this failure mode does not appear to be random or generated by the power coming to my home. I hope Generac can make this right and cover this under my 10 year service plan. The local Generac representative told me that the **************** Modules are not covered by the 10 year extended plan that I bought!.I need to get my main HVAC going so I am paying ******* Electric $438 to replace the first unit that went bad. The second unit is now bad so my backup HVAC is down. Total cost to me is $438 x 3 units = $1,315

  

  Business Response

  Date: 11/11/2024

  Good day,

  I am not able to find your product with the information provided. I can inform you that **************** modules had a 1 year warranty in the past. Could you provide your installation date for the two **************** modules that failed?

  SMM's would be considered an accessory and be covered under their own accessory warranty. It would not be coupled with the generator 10-year extended warranty.

  Regards,

  Generac

  Customer Answer

  Date: 11/15/2024

  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

  My installation was done in 2022.  I am very disappointed of having paid for a 10 year extended warranty only to learn now that it does not cover the entire system you installed.  

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

  

  Business Response

  Date: 12/11/2024

  Good day,

  I understand the outcome to your case was not what you expected however the **************** Module is an accessory that does not fall under your Generac generator warranty. I appreciate the time you have alloted for Generac to review your BBB complaint. The A&G case has been closed.

  Regards,

  Generac