Complaints

This profile includes complaints for Generac Power Systems, Inc.'s headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Generac Power Systems, Inc.

  S45w29290 Highway 59 Waukesha, WI 53189-9071

  
• 

  Generac Power Systems, Inc.

  211 Murphy Dr Eagle, WI 53119-2065

  
• 

  Generac Power Systems, Inc.

  757 N Newcomb St Whitewater, WI 53190-1475

  
• 

  Generac Power Systems, Inc.

  900 N Parkway St Jefferson, WI 53549-1338

  
• 

  Generac Power Systems, Inc.

  3815 Oregon St Oshkosh, WI 54902-7100

  

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:09/28/2024

  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.

  We bought a Generac generator in 2021 which included a 7 year warranty. The generator has only been used once but performs a weekly self-test and has been maintained annually by the installer. In July, there was a power outage while we were away on vacation. When we returned home, our generator was displaying a red light which indicated a problem. We were able to reset the code and a green light reappeared on our generator. We then discovered that our desktop computer had crashed, and when taken for service at Best Buy Geek Squad they traced the issue to the power surge. We needed to buy a new computer for $900.99, ********* key for $39.99 and also spent $190.79 at Best Buy diagnosing our old computer. These total $1,131.77.We contacted Generac to see if the broken computer, which resulted from a malfunctioning Generac generator, was covered by our warranty. We were told it would depend on our warranty on our call to customer service, and were assigned to a Manager in Grievances and Appeals. We traded e-mails and voicemails for about a week, without any determination on this claim. Subsequent e-mails to *********************************************** Manager in Grievances and Appeals, went unanswered, as did calls to ****** *************) who did not provide her title. This issue has been assigned case number ********** by Generac.While trying to obtain this reimbursement, our generator failed again on its weekly self-test, displaying the same error code. Our installer came out, fixed a broken switch, and has subsequently also submitted a warranty claim to Generac. I have spent way too much time and energy trying to get a response from Generac, for a financial loss that their warrantied product caused. I am seeking reimbursement in the amount of $1,137.77.Thank you for your consideration.

  

  Business Response

  Date: 10/11/2024

  Good day,

  I apologize to read that you have had a poor experience with your Generac generator. I understand you request to have your consequential damages such as your electronics stated in your complaint reviewed. I appreciate the inclusion of your case number as it allowed me to locate the case and I will have your case specialist contact you within 1-3 business days. It looks like there were two attempts to contact you. I will forward this complaint so the case specialist can cross reference the cases information to assure they are contacting the correct individual.

  Regards,

  Generac

  Customer Answer

  Date: 10/19/2024

  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 response said I would hear back from Generac.  They neither called nor e-mailed me this week.  I request immediate reimbursement for the amount specified.
  
  Regards,
  
  ** ****

  

  Business Response

  Date: 10/31/2024

  Good day,

  I will forward this to the case specialist. I will request they email you as well. The customer was contacted via phone on 8/26 and 9/04 with no answer and the specialist did leave a voicemail with their contact information.

  Regards,

  Generac

  Customer Answer

  Date: 11/02/2024

  [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. 
  
  Regards,
  
  ** ****
  

• Initial Complaint

  Date:09/23/2024

  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.

  **** Order Time placedSep 14, 2024 at 4:14 PM Order number09-12071-79697 I placed this order and did not receive it nor was any tracking uploaded. I needed this item by September 25th and tracking was never uploaded. I called their customer support as recommended *************) and was transferred to ************ none of the multiple representatives that I spoke with had any idea that Generac had an **** account. I paid $294.96 and did not receive the item and no one responded to my multiple messages on ****. This company is completely fraudulent and scamming good people out of their money.

  

  Business Response

  Date: 10/07/2024

  Good day,

  I apologize to read of the experience you have had. Do you know if Generac was the seller from the **** purchase?

  I have reached out to our sales group to see if there is an **** account and who this is going to be forwarded to. 

  I appreciate your patience through this process.

  Regards,

  Generac

  Customer Answer

  Date: 10/07/2024

  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 **** account name as mentioned is GeneracHQ and it has branding of Generac all over the **** account. I have since been refunded by **** but I seriously question the integrity of this company and it's representatives as I do not understand why it took over three weeks to receive a refund for a product that never existed in the first place. I will continue to fight this until I have answers as others are suffering as well and I stand for their voices against the scam artists that work at your company.]
  
  Regards,
  
  **** ******

• Initial Complaint

  Date:09/16/2024

  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.

  The problem is a defective Generac Generator. Detailed description in attached word document. More information available as needed, we have all the paperwork.

  

  Business Response

  Date: 10/07/2024

  Good day,

  I apologize to read of your experience from Hurricane Francine. I will create a case in the Appeals and Grievances department and have a specialist contact you within 3-5 business days.

  I understand you would like to have the unit replaced. From what I read, I also understand that you have parts on the way to repair your current unit.

  Regards,

  Generac

• Initial Complaint

  Date:09/16/2024

  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 purchased a Generac portable generator at Lowes on July 17, 2024. We were the middle of power outages to a storm. It did not work when I got it home, receptacles did not when nothing was plugged into them. The directions stated not to return but to call Generac which idid. Generac to me to take to local Pinnacle rental store and they would fix it, I have called pinnacle and Generac multiple time and keep getting the run around. Please advise on what I should do to have to fixed, replaced or refunded. Thank you

  

  Business Response

  Date: 10/07/2024

  Good day,

  If the first company given to you has not communicated whether they can repair the unit. Please go to Generac.com and hover over the "standby Generator" section of the website, once the dropdown appears, go down to dealer locator and input your zip code. Please contact the dealers that pop up in the search. If you cannot locate one or they fail to answer, please inform me on BBB and I will assign a case specialist to assist.

  Regards,

  Generac

  Customer Answer

  Date: 10/07/2024

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID 22291977, 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 have spoken to Generac and told them I want this unit replaced. The problem is not with the repair shop Generac has been unable to ship parts needed for repair. It is now closing in on 3 months. I want the unit replaced. 
  
  
  
  Regards,
  
  
  
  Jeffrey Weaver

  

  Business Response

  Date: 10/11/2024

  Good day,

  Great news, I found your case and it looks like your Generac specialist is moving forward with getting your unit replaced. I appreciate your patience through this process. I will forward this complaint to your specialist to assure it is documented with the case. 

  Regards,

  Generac

  Customer Answer

  Date: 10/14/2024

  [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 22291977, and find that this resolution is satisfactory to me. 
  
  
  
  Regards,
  
  
  
  Jeffrey Weaver
  

• Initial Complaint

  Date:09/13/2024

  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 solar panel battery system which has a 25 year warranty. The telemetry is not working and after repeated attempts to get Generac to fix, no joy. Please help, system cost me $100,000.

  

  Business Response

  Date: 10/07/2024

  Good day,

  I apologize with the experience you have been having with your Clean energy product. I will be forwarding this BBB Complaint to the Clean Customer Solutions group. Please expect communication within 1-3 business days. I understand you are requesting assistance or reimbursement for your Clean Energy product.

  Regards,

  Generac

• Initial Complaint

  Date:09/06/2024

  Type:Order Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  The Fuel Plenum on my Generac rusted out due to a poor designed that trapped water at the base plate and the tank...it caused leaking an incredible amount of natural gas when it ran throughout Hurricane *****. This was the subject of a class action lawsuit where Generac would inspect and replace as necessary. I reached out to Generac in July of 2024 for resolution. They provided 2 vendors - one never contacted me and the other didn't respond promptly, little to no communication and subsequently no resolution. After weeks dealing with this in a hurricane prone area (*******, **); I bought and replaced the part myself. Reached out to Generac, my case was assigned to ******* ******** case #*******. I have called and emailed ******* and have received 0 responses back. This matter is very clear cut - part failed, class action lawsuit filed, agreement to remedy, and I am still waiting. Generac has pictures of the damage and invoice of the part purchased through **** (in fact I bought 2 fuel plenums to have 1 as back up but only asking for the 1 part reimbursement) - at a substantially lower cost than what I was being quoted locally to purchase. There is no labor cost as I installed the part myself and my Generac is running perfectly now. This matter should not be delayed further, it is costing both Generac and me more in time than the $190.68 reimbursement I have been seeking.

  

  Business Response

  Date: 10/11/2024

  Good day,

  I reviewed your case and it looks like a reimbursement was being processed for you. I will forward this complaint to your case specialist and have the specialist reach out within 1-3 business days. I apologize that you have not had a resolution to this situation.

  Regards,

  Generac

  Customer Answer

  Date: 10/22/2024

  [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. 
  
  Regards,
  
  ***** ****
  

• Initial Complaint

  Date:09/05/2024

  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 purchased a Guardian Generator and had it installed by ************************* in the fall of 2023. In the spring of 2024 the generator catastrophically failed. I contacted ****** for closest repair, I was given a contact person. He evaluated the generator, he contacted ****** who agreed to replace the generator, then went back on that stating the repair person Genrac gave me was in the wrong area. Genrac has been told they gave me the contact persons information and are claiming I am a liar, that I did not contact them. A different repair persons contact information was given to me through the first contact and he states he is not in my area. In the meantime we have tried for three months to resolve the issue and keep getting the run around from ******, can't talk to anyone, can't get anywhere calling customer support, have an expensive piece of equipment that needs to go, I need a functioning generator. ****** is the absolute most difficult, disgusting company anybody has ever had to try and deal with. I would discourage anyone who asks not to purchase a product from ****** ever. I know I wont.

  

  Business Response

  Date: 10/11/2024

  Good day,

  I apologize to read about your experience with your Generac generator and the Dealer network. I understand you request a working unit. I will forward this BBB Complaint to the Appeals and ********************** You should expect communication within 3-5 business days.

  Regards,

  Generac

• Initial Complaint

  Date:09/05/2024

  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 purchased a new home with a Generac installed. When I called Generac to have it inspected, I was told that I would need to request an ownership change and call one of their ******s for service. I called Generac customer service and requested an ownership change. The first ****** I called did not respond. The second, ****** Power Systems, would only set up an appointment for a new unit at date a month from the date of the call.. I accepted as I felt that I had no choice. Two weeks before the appointment, I got a call saying that they would have to reschedule. I again explained to this agent that I already had a unit and needed service. They said that they would route my information to the maintenance department. A week has passed and there has been no contact. When I called Generac again, I was told that as I was not listed as the owner, I would first have to call customer service and request and ownership change. Clearly, this company and their ****** only want to sell and install new units and have no interest in servicing existing units.

  Customer Answer

  Date: 09/20/2024

  [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. 

  I never heard back from Generac. However, I contacted J&S Systems, a certified Generac Service Provider, through the Generac website and they responded promptly. While it appears that both Generac and many of their Dealer/Installers only want to sell and install new units rather than service existing ones, I seem to have found a good solution for service.

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

  
  

• Initial Complaint

  Date:09/04/2024

  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 am submitting this formal complaint in the hopes that your organization can assist me in resolving a long-standing issue with my solar installation project, which began in 2021. My family financed this system through ********, and despite numerous promises, the project remains incomplete. This has caused significant financial strain and emotional distress for us, and I am urgently seeking help to bring this situation to a close. Since the start of the project, I have been passed between multiple companies, including *********** (which has since gone bankrupt), ***************** and Generac. ******** has repeatedly assured me that they would ensure the projects completion, yet after almost four years, my solar system is still not operational. I have been told numerous times that work is in progress, but no meaningful action has been taken. **************** was contracted by ******** to expedite the completion of my system. However, despite their involvement, there has been no resolution, and communication from both **************** and GoodLeap has been severely lacking. I have reached out repeatedly to both companies, only to be told that someone would look into it or follow up, but months go by without any updates or progress. Additionally, Generac have also failed to act in a timely manner, further delaying the activation of the system. This unresolved situation has caused ongoing financial hardship and stress for my family. We invested a significant amount of money in this solar system with the expectation that it would be up and running within a reasonable timeframe. Instead, we have been left with an unfinished product and mounting frustrations. We are now approaching 2025, and there is still no end in sight. I am requesting that the BBB intervene to hold GoodLeap, ***************** and Generac accountable for their continued delays and lack of communication. I need assistance in ensuring that the system is finally completed and activated. Thank you.

  

  Business Response

  Date: 09/17/2024

  Good day,

  I apologize to read that you have had a poor experience with the Generac ************ product and the Generac Dealer Network.

  I have sent your BBB complaint over to the ************ Customer Solutions Group. Please expect contact from a specialist from the CECS. 

  Regards,

  Generac

• Initial Complaint

  Date:09/03/2024

  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 and Installed 24K Generator. IT broke during the latest storm. Getting somebody to take a look has taken weeks. When somebody finally checked he said it's a Generac known issue with Generators build during the pandemic parts inside were defective and break error code 1902.Have not been able to get any approved Generac company to come deal with it.

  

  Business Response

  Date: 09/17/2024

  Good day,

  I will have an Appeals and Grievances case created for you and have an A&G specialist reach out to you with 3-5 business days.

  I apologize you have experienced this extended downtime with your unit. I understand you want your unit repaired.

  Regards,

  Generac