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: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.

  Our 26kw Generac standby generator was installed in December 2023. There have been four overcranks: 2 in August, 1 in July, and 1 in May of 2024. I contacted Generac customer support, case # *******. An assigned certified electrician, D from ********, came to inspect the unit in August. I told him about the installation problem with the internal gas regulator that the electrician, C, who is a local Generac Dealer in **************, and plumber installation team had when the unit would not auto start. C contacted tech support who suggested that he push on the diaphragm of the internal gas regulator as it was probably sticking. The plumber did so and the unit did start. This should have been a red flag and the internal gas regulator should have been replaced at the time. D then attached the Manometer to the internal gas regulator, which showed a reading around 9.5, below the required range of *****. He adjusted the gas flow on an external gas regulator to raise the reading barely to 10, then said it was good. This was also evidence that the internal gas regulator should be replaced under warranty.Both C and the plumber called D to tell him about the installation problem. The plumber again took the readings of the external (both in the 11+ range) and internal (barely at 10) gas regulators, photographed and sent them to D. Tech support said it was within spec, though as an intermittent failure random readings will not always read out of spec. D also said that, Generac did state that the gas line ran across the ground and exposed to sun can and will change the pressure. If this is an issue it should have been corrected at installation. We are at an impasse. The inspection cost and the internal gas regulator replacement should be covered by warranty. This performance issue needs to be corrected asap. Four failures within eight months is concerning, especially for this specialized and expensive product. I expect a better resolution than 'that's just what happens'.

  

  Business Response

  Date: 11/11/2024

  Good day,

  Thank you for reaching out via the BBB complaint process. The unit has had several visits and all of them are related to the fuel pressure concerns with the units installation. From the last notes from a certified technician calling into technical support, the fuel pressure was too low and needed to be corrected. Was this done on 9/9/24? 

  Since then your status history has shown your generator exercising correctly with no faults since then. Are there any faults with your Generac generator currently?

  Installation issues are not covered under Generac's workmanship and craftsmanship warranty. 

  Regards,

  Generac

  Customer Answer

  Date: 11/19/2024

  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 internal gas regulator was not reading to spec. The external gas regulators are within spec. The internal regulator diaphragm was sticking; should it not be replaced? Also, the technician's visit should be covered by warranty as it was due to repeated failures of the unit. Please confirm this action.
  

  We are uncertain as to this product's reliability, though fortunately the unit has been auto starting as scheduled for the last couple of months. Is there also some issue regarding the gas lines in summer heat? If so, this should be noted at installation, with followup corrective measures taken for this unit.
  
  Regards,
  
  **** *******

  

  Business Response

  Date: 12/11/2024

  Good day,

  I apologize, I would not be able to comment on what should and should not be repaired in reference to your regulator question. Generac is not aware of issues pertaining to fuel pressures on your installation changing during summer. If you have further questions with your installation please contact your installer for further assistance.

  Regards,

  Generac

  Customer Answer

  Date: 12/15/2024

  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.
  
  Response from Generac is not satisfactory, does not address original issue. The inspection visit by the technician was for FOUR FAILURES of the unit within the first 8 months, and should be covered by the warranty, not the consumer. Customer support is not satisfactory, and does not resolve the issue of payment of $346 to the technician by Generac.
  
  Regards,
  
  **** *******

  

  Business Response

  Date: 12/23/2024

  Good day,

  I apologize that the processing for this BBB complaint has not concluded in the coverage of the service visits however the statement provided previously that Generac workmanship and craftsmanship are the only items covered under warranty. The issues that have occurred with your unit were unfortunately external to the Generac product and will not be able to be covered under Generac warranty.

  Regards,

  Generac

  Customer Answer

  Date: 12/23/2024

  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 issue was not proved to be external. Our original complaint states "...tech support who suggested that he push on the diaphragm of the internal gas regulator as it was probably sticking. The plumber did so and the unit did start. This should have been a red flag and the internal gas regulator should have been replaced at the time. D then attached the Manometer to the internal gas regulator, which showed a reading around 9.5, below the required range of 10-15."  This reading was found during the technician's inspection of the internal gas regulator, which is indeed part of the Generac unit that affected its performance. We request that at least the inspection be paid for by Generac, as it appears the internal gas regulator will not be replaced.
  
  Regards,
  
  **** *******

  

  Business Response

  Date: 01/02/2025

  Good day,

  Understood, a Generac Appeals and Grievances specialist will be reaching out to review your invoice. I understand you are requesting that the diagnostic trip for the fuel be covered by Generac.

  Regards,

  Generac

• Initial Complaint

  Date:10/21/2024

  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.

  Less than 4 years ago and under 1800 hours of use the engine on my Generac 22Kw standby generator for which I paid almost $6000 failed. Although it is still within the 5 year warranty period, all labor and shipping costs are to be paid by me. The generator has been serviced 3 times by authorized Generac technicians since it was installed in November 2019. Generac documentation that I researched prior to my purchase all claimed that this generator would last for up to 30 years with proper service. Since the failure of my engine, I have discovered 2 more homeowners who experienced the same dilemma and had to pay thousands of dollars as well to replace the defective engine on their generator. Not only have I had to endure the stress of no generator back up for weeks during the extreme heat and possible power failures, I am out of pocket close to $2000 to get their defective equipment repaired. Generac needs to step up and pay for out of pockets costs.

  

  Business Response

  Date: 11/11/2024

  Good day,

  I apologize to read that you have had to pay out of pocket for warranty work done on your unit. While researching your unit, I did find the replacement of the engine process and I do see that Generac paid to have the engine replaced completed under warranty. Generac will be reaching out to you via the Appeals and Grievances team. Please expect communication within 3-5 business days.

  Regards,

  Generac

  Customer Answer

  Date: 11/11/2024

  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.
  
  Basically their response is nothing more than advising me to wait another 10  days until they can submit it to their appeals process. 

  Yes I did receive a replacement engine but at a cost to me of over $1800 to pay a certified installer to troubleshoot, order and then install the engine. This the amount I am requesting to be reimbursed as there is strong evidence from other Generac customers that who experienced the same engine failure that factory defects may be the reason for multiple failures. 
  
  Regards,
  
  ***** *******

  

  Business Response

  Date: 11/20/2024

  Good day,

  I see that you are currently working with a case specialist within A&G, please continue working with them to reach a resolution to this situation. From the case, the dealer was to be contacted for further information.

  Regards,

  Generac

  Customer Answer

  Date: 11/20/2024

  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 Case has languished within Generac's **** of Appeals and Grievances for weeks. And this most recent reply makes no sense. What "dealer" needs to be contacted? This is the first I have heard of such and have no idea who exactly will be contacting what dealer.
  
  Regards,
  
  ***** *******

  Customer Answer

  Date: 12/02/2024

  Please see the information below that was sent to Generac back on November 18th per their request. There has been no communication back from them in any form.

  
  

  *** *******

  760*272*0649

  
  
  

  ---------- Forwarded message ---------
  From: *** ******* <***************************************************************************************************************>
  Date: Mon, Nov 18, 2024 at 7:46 AM
  Subject: Re: Generac case number 8000025362
  To: ***** ***** <***************************************************************************************************************************************************>
  

  
  
  

  Well now that does explain things - a lot. Thank you.

  It has been so long that now I am now sure what exactly you needed to see so I am forwarding what I believe to be the documents requested. Please let me know when you receive them and if you have any questions going forward.

  
  

  September 5th when I was out of town my house sitter called and said the generator was running even though there was no power outage. It continued to run until I could get my electrician to go out there the next day to shut it off and restore landline power as the transfer switch did not work. He said there was oil everywhere inside the generator.

  
  

  I called Generac to get a current list of authorized service companies near me as the one I had been using was not very reliable and could not seem to arrive when promised on more than one occasion. Generac recommended Desert Electric (now called Home *************** They arrived on ***, Oct 2nd. Their assessment was that the engine had issues and since they do not work on engines they could not help me. Why Generac would recommend a company that cannot service the entire generator is puzzling at best.

  
  

  Home ************* referred me to ********** I confirmed with EPX that they were a certified Generac repair service that could do both electric and engines. EPX came out on  Oct 7th to assess the problem and confirmed that the compression tests indicated a failed engine. Their first invoice for this service call was $275 and is attached. *** sent all their diagnostics to Generac who then authorized engine replacement. EPX returned on Oct 21 to replace the engine and their invoice for labor and transportation for that is also attached and contains the Generac control number authorizing the engine replacement.
  

  
  

  I am aware that this engine failure has happened in other installations near me which suggests there may have been a problem at Generac factory with this particular engine within the same timeframe and for this Generac should be responsible for the entire cost to repair.

  
  

  *** *******

  760*272*0649

  
  

  
  

  On Mon, Nov 18, 2024 at 7:29 AM ***** ***** <***************************************************************************************************************************************************> wrote:
  

  Hello,

   

  I apologize for not responding sooner, I was out of the office sick last week.  Here is my email address.  Please send me the documentation you have.  Thank you for your patience. 

   

   

  Best Regards,

   

  ***** *****

  Resolution Specialist II

   

  

   

  Customer Answer

  Date: 12/30/2024

  This complaint was originally filed Oct 21 2024. It took Generac until Nov 18 to respond.  All documents requested by them were sent to them on Nov 18 and I was at that time promised they would review and get back to me in 3 days. It is now Dec 29th and no one has contacted me from Generac since November 18th
  

  

  Business Response

  Date: 12/30/2024

  This complaint was originally filed Oct 21 2024. It took Generac until Nov 18 to respond.  All documents requested by them were sent to them on Nov 18 and I was at that time promised they would review and get back to me in 3 days. It is now Dec 29th and no one has contacted me from Generac since November 18th
  

  

  Business Response

  Date: 01/02/2025

  Good day,

  Thank you for the update, do you have any questions moving forward? please continue working with your A&G specialist on your case.

  Regards,

  Generac

  Customer Answer

  Date: 01/02/2025

  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 response from Generac is a complete Non-answer. I HAVE been trying to work with the claims specialist but he never returns calls or emails. This has been going on since October 21.

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

  Customer Answer

  Date: 01/13/2025

  Consumer hasn't heard anything from their A & G specialist since November 18th, when the additional documentation was submitted. When might she hear back from someone?

  

  Business Response

  Date: 01/21/2025

  Good day,

  I apologize to read that the customer has not been contacted since November 11th. I did pull up your case to verify and I will forward your request for communication. Please expect communication within 1-3 business days.

  Regards,

  Generac

• Initial Complaint

  Date:10/17/2024

  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 April 2019 I purchased a 22K Generac Generator. On September 2022 hurricane *** ****** and we lost power. The next night the generator stopped working. The generator was repaired and it had a faulty part. On October 2024 hurricane ****** ****** and the area lost power. My Generac generator Never turned on when the power was lost. *** maintained its yearly maintenance plan and the last one was four months ago. I contacted my salesman ******* ****** and he provided a telephone number which rang three times and then it would hang up. ******* also provided a website which stated that we had to pay $359.26 for someone to show up. I have a 10 year warranty for parts, labor and travel up to 100 miles. Generac is not owning up their product. Two major hurricanes and their generator failed me twice. It has been a week later and leaving ******* several texts and he ignores them. What ever happened to professionalism and accountability it went out of the window. I dont want my money back all I want is the peace of mind of having a generator that works especially in our golden years.

  

  Business Response

  Date: 11/11/2024

  Good day,

  I apologize to read that your unit has experienced a second fault. I understand that you request a working Generac generator. I will request that the Appeals and ********************* create a case for you to investigate the issues presented in your BBB complaint. Once the case is created, please expect communication within 3-5 business days.

  Regards,

  Generac

• Initial Complaint

  Date:10/16/2024

  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.

  Bought a portable generator for Hurricane ******, we thought we were getting a good one since we researched and Gererac is rated well. With less than 25 hours of use the generator failed. Yellow flashing light. Called warranty service as directed by the machine and did the "troubleshooting" system still fails. Cannot return to store it is no longer sealed in box and only had a 48 hour return window. Generac solution is go through warranty service and the take the generator to be serviced. Brand new, no power and now take it to be serviced. Why am I having to service a BRAND NEW generator?

  Customer Answer

  Date: 10/28/2024

  I currently have a new generator that stopped working 22 hours after starting.  Now they wont take a return/or an exchange.  General a solution is take it to get fixed. Its brand new. 

  
  

  Customer Answer

  Date: 11/01/2024

  To date there has been NO communication from Generac.  I have a generator that stopped working during Hurricane ****** after only working for 23 hours.  I cannot return to the store and their solution is for me to take for repair ....  This generator is brand new.  Why would I need to take it to a repair shop after 23 hours of use?  We were without service because of this failure.  

  Customer Answer

  Date: 11/07/2024

  I filed a complaint with Generac on 10/16/2024 due to the failure of a new generator during ******.  This generator lasted only 23 hours before failing.  This cannot be returned to the store it was purchased from . They have denied the return since it was opened and used during the hurricane.  However, Generac's response via phone when I called was "take it in for a repair if its a warranty item we will cover it" If this generator is brand new why in the world would I need to take it in for warranty care?  Then possibly be stuck with a repair of a brand-new item if they decide they are not going to cover it?  This is unacceptable.  To date I have had zero response from Generac. 

  
  

  

  Business Response

  Date: 12/20/2024

  Good day,

  I apologize to read of the experience you had with your Generac product. I will forward your BBB complaint to the Appeals and ********************* to have a specialist contact you to discuss the current situation with your unit and a resolution pathway forward. I understand you are requesting an operating generator. 

  Regards,

  Generac

• Initial Complaint

  Date:10/16/2024

  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.

  Purchased a Generac gp ***** generator in August 2024, used it on 10/12; 10/13 and 10/14 then it stopped working. All of this is during hurricane ****** emergency where there is no power for a while. Called Generac customer support and they informed me I have to contact a local dealer to check it and certify it is a factory defect for warranty claim.Generac should provide a better service for their product, specially in ******* during this emergency. There is no hope for a customer that spent $4300.00 in a generator that works three days and stopped during this emergency ******** request is a replacement or 100% refund.

  

  Business Response

  Date: 12/20/2024

  Good day,

  I apologize to read that your Generac gp18000 failed to operate throughout your major weather event. I understand you are requesting the unit be replaced or a refund. I will forward your BBB complaint and the subsequent request to the Appeals and ********************* to contact you within 3-5 business days (Generac will be closed for Christmas eve and Christmas). 

  Regards,

  Generac

• Initial Complaint

  Date:10/12/2024

  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 purchased a Generac whole-house generator in April 2021; it was installed that year in June. We have had it serviced annually as suggested. The last annual service call was at the end of July 2024. At that time, the service technician said we needed a new battery. We purchased the high-end one he recommended and he installed it. On Wednesday, October 9th, the power at our home went out because of Hurricane ******. The Generac kicked on as expected. It ran for 2 1/2 hours and then stopped. At that point, the winds were too severe for my husband to safely go out and check to see whether it needed to be reset. When the storm passed, my husband checked and there was an error code that said "Stopped - Alarm - Error Code 1902 - Under Voltage - Contact an Authorized Dealer." Easier said than done! I could go into detail about my experience with the so- called customer service, but the short version is that my husband finally reached a person at an authorized dealer today who said they cannot get to us until at least 2 weeks from now. And that we have to pre-pay $349 before they will book an appointment. And that if we need another battery, we will have to pay. Meanwhile, my family has been without power or generator power since October 9th. So much for the peace of mind that Generac touts in all of its ads. This business model is completely stunning and unacceptable. We paid around $13,000 for our Generac Guardian 24 kilowatt generator. Now I have learned that Error Code 1902 is a KNOWN problem with units like ours that were built during the pandemic. If this were known my Generac, then by selling them they put my family and other families at risk. The immediate resolution I seek is a repair technician before two weeks' time and a waiver of any service call fees. We held up our part of the agreement (paid for it, regularly maintain it); now it's time for Generac to uphold theirs.

  

  Business Response

  Date: 12/20/2024

  Good day,

  I apologize to read of the experience you have had with your Generac generator during the major weather event and that you request the unit be repaired. I will be forwarding your BBB complaint to the Appeals and ********************* to be assigned and please expect communication within 3-5 business days. 

  Regards,

  Generac

• Initial Complaint

  Date:10/10/2024

  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 ordered a generator from ****** Power Systems over a year ago, they merged with Generax and it took months to finally get the generator installed. It was done not even close to the specs that I paid for. But it worked fine when I lost power during Hurricane ******, a week later ****** hits and its not working at all and you cant get anyone on the phone. Ive paid an emergency fee of $360 to come out and all I get is a receipt for the fee. No contact from them at all. Its a brand new generator and all of my neighbors generators are working. I dont believe anything they say on the constant advertising on the ***************. People need to know that they only care about selling generators and not about keeping your power running.

  

  Business Response

  Date: 10/11/2024

  Good day,

  I apologize to read that your Generac product is not working properly. I will forward this BBB complaint to the Appeals and ********************** please expect communication from an A&G specialist within 3-5 business days. I understand you are requesting a working Generac product.

  Regards,

  Generac

• Initial Complaint

  Date:10/10/2024

  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 moved into a home with a Generac Generator in 2019. These systems are supposed to essentially last a lifetime with proper maintenance. That said, we have records of the unit clearly having a defect or installed by generac improperly as the SAME issue has happened biannually since this was put in. The **** needs a new board and the local Generac contractors provided by the company will not follow upnon a repair. Generac was contacted and refuses to follow up or get someone to actually repair the system despite being informed that the local companies they work with will not fix the unit. One came out and spent 2 hours taking stuff apart then left and never came back. The second stated they had to order a part- this was 6 months ago and last we heard GENERAC was backordered and never sent the part and now they will not get back to us at all. When engaging with GENERAC they told us well we called and got voicemail so you need to call again. This is an insane lack of accountability or service for what is a very expensive system that requires maintenance as well as continued service and follow up from the manufacturer. Its pretty clear this company does not stand behind their product or their contractors they force customers to use as they will not direct sell parts but also leave their end users with a useless unworking system due to a gross lack of follow-up or accountability. Send someone to finish the job or send us the part directly- if you are going to force end users to use your approved contractors then at least be responsible and ensure they are reliable. Get the job finished the companys lack of accountability makes me question why anyone spends this kind of money on a unit they dont really ensure last

  

  Business Response

  Date: 10/11/2024

  Good day,

  I apologize for the experience you have had with your Generac product and the Dealer network. I will be forwarding your BBB complaint to the Appeals and ********************* to have a specialist reach out within 3-5 business days. I understand you want a working Generac generator. 

  Regards,

  Generac

• Initial Complaint

  Date:10/01/2024

  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.

  I Bought this Generator 6500 12 hours before Hurricane ******** arrival after my other generator failed. Cranked the generator to test before storm. Noticed a loud rattle while running. It ended up being the inner structure of the fuel tank rattling against the outer tank. The fuel tank was improperly assembled/welded and needed to be replaced. Got in contact with Generac. Gave them all my information and the problem. I was assured they would send out a new fuel tank for me to replace the defective one at my shop. (I'm a certified 25year mechanic) They asked for all my information once again to send out the tank. Days later they told me they would not send a replacement and I needed to find service station to make the diagnosis and repair. We are in peak hurricane season. I can't have a BRAND NEW generator sitting at a service center for a month or more. They delayed my return and now I'm stuck with a $1000 generator. I just want the tank sent to me asap so I can be sure the generator will perform as expected and not have a fuelLeak or a fire.

  

  Business Response

  Date: 10/11/2024

  Good day,

  I apologize for your experience with your GP series Generac Portable. I will forward this BBB Complaint to the Appeals and ***************** Please expect communication within 3-5 business days to discuss what needs to be done to get your GP series Generac Portable working properly.

  Regards,

  Generac

  Customer Answer

  Date: 10/13/2024

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

  Customer Answer

  Date: 10/16/2024

  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.
  
  Still haven't heard from general directly.  All I want is the tank shipped to me as promised
  
  Regards,
  
  ******* ****

  

  Business Response

  Date: 11/11/2024

  Good day,

  I apologize for the poor communication that has occurred thus far. I understand you are requesting the fuel tank be sent to you and I will be forwarding this request and that it be processed as soon as able. Please expect communication within 1-3 business days.

  Regards,

  Generac

  Customer Answer

  Date: 11/12/2024

  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.
  
  I've been waiting weeks for a resolution to this issue that has yet to be resolved 
  
  Regards,
  
  ******* ****

  

  Business Response

  Date: 11/20/2024

  Good day,

  I have located your case and apologize for the delay in communication. I will forward your request for communication to the case specialist working the case to assure it gets expedited. 

  I understand you are requesting a resolution as quickly as possible for this case.

  Regards,

  Generac

  Customer Answer

  Date: 11/20/2024

  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.
  
  I Still have no resolution months later.  I have not been contacted other than these generic messages through BBB about forwarding my issue to someone else .  This is the worst experience I've had with a company in my 25 years in the power equipment industry.  
  
  Regards,
  
  ******* ****

  

  Business Response

  Date: 12/11/2024

  Good day,

  I apologize to read that Generac A&G has not been in contact with you in reference to your case. I will forward this case to the A&G manager to assure the case is processed and you are contacted as soon as able. 

  I understand that you want the units parts sent to you for repair. 

  Regards,

  Generac

  Customer Answer

  Date: 12/11/2024

  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.
  
  [Please type your response here.]
  I'm still waiting for the fuel tank. I was contacted today to give a address (third time so far) I am past 3 months trying to get this resolved. Hopefully the tank will be shipped and I can close this case. 
  Regards,
  
  ******* ****

  

  Business Response

  Date: 12/23/2024

  Good day,

  The part has shipped and should have already arrived. I apologize for the amount of time it has taken to get the part for your unit.

  Regards,

  Generac

• Initial Complaint

  Date:09/30/2024

  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.

  Below is the letter I have sent to request a replacement generator for our new but defective Generac generator.From: ************* ********** <***************************>Date: September 28, 2024 at 12:08:29PM EDT To: ****************************************** Subject: Case number ******* ?Sept. 27, 2024 ******************************************************** Generac Power Systems, Inc.S45 W29290 *********************************************** ************************ ******************************** Lowes Installations Made Easy Att: ***** *********, ******************************** Dear Customer Service Representatives RE: ************************* Kw Serial Number ****************** Lowes Project Claims Number ******** Generac Case Number: ******* After carefully evaluating options with several companies on May 10, 2024, I selected ************************ for the installation and maintenance of my Generac generator, to be purchased through Lowes, and built by Generac in **********I am disappointed my generator is defective and that Trademark was unable to repair my generator during a long power outage on Sept. 26 and 27, 2024.The main component, the stator, is defective and a new stator must be manufactured at the ********* Generac plant, which could take an estimated three to four months.Given that we have a vulnerable individual residing in the house, it is critical for us to maintain a continuous power supply. A loss of electricity may necessitate our relocation to alternative accommodations.Three to four months is not an acceptable timeline for repair of my generator which has only 11 hours of use and is needed now during the Florida hurricane season. Therefore, I respectfully request that ****** provide a replacement generator of the same quality within the next two weeks for Trademark to install. Thank you for your attention to this matter.Signed,******* TrebilcockRobert ********** **: FTC, Consumer Protection Division Better Business Bureau

  

  Business Response

  Date: 10/11/2024

  Good day,

  I apologize to read that your Generac generator has not been operating appropriately. I understand you are requesting a working Generac generator. I found your case within the Appeals and Grievances group. I will be forwarding your BBB complaint to your A&G specialist. Please expect communication within 1-3 business days. 

  You do mention a letter that you sent in, could you also provide that letter to your case specialist if they do not already have it?

  Regards,

  Generac

  Customer Answer

  Date: 10/12/2024

  [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 22355051, and find that this resolution is satisfactory to me. 
  
  
  
  Regards,
  
  
  
  Barbara Trebilcock