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.

  3815 Oregon St Oshkosh, WI 54902-7100

  
• 

  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

  

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

• Initial Complaint

  Date:08/28/2024

  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.

  My 24 kilowatt Generac generator was installed 22 months ago by RESCOM In ************, *********. Since that time it has run 27 hours - all in test mode except for two outages totaling about 4 hours.On July 31, 2024, it would not complete the test cycle and had a code of E1902. I called RESCOM, and they told me to rest it and see if it successfully ran through the test cycle the following week. It did not. ****** sent a technical the next week who determined that the rotor was defective. RESCOM did not believe the technician and sent out a supervisor the following week who confirmed it was a rotor. I checked with the office and was told it would take 4-6 weeks to get the part from GENERAC. I called the GENERAC helpline attempting to expedite the part even if I had to pay the additional shipping since we are in the middle of hurricane season. I was assigned a case # ******* on August 26. I called today to check the status and was told there was nothing that could be done.I requested that the case be escalated and was informed that it could, but that it would take about a week for someone from that group to get in touch with **** am requesting that you expedite this process. In the event of any hurricane making landfall in ***************, my power will probably go out for a week. Thank you for any assistance you can provide. I have already been at risk of not having backup power for 28 days and that will extend to ***** weeks without backup power in the worst possible part of hurricane season, not to mention occasional other power outages.******************* ************************************************************************************** ************** Sent from my iPad

  Customer Answer

  Date: 09/16/2024

  [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. 

  The part arrived Monday 9/9/2024 and was installed successfully on Wednesday 9/11 about 10 hours before the arrival of Hurricane ********.
  
  Regards,
  
  *************************

  
  

• Initial Complaint

  Date:08/27/2024

  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.

  My generator was incorrectly installed by installer provided by the company I purchased from. I have called the customer seervice **** of ********************** several times. I HAVE NOT BEEN ABLE TO TALK TO A HUMAN.I am stunned that I cannot get help from Generac.

  

  Business Response

  Date: 09/17/2024

  Good day,

  I apologize for your experience thus far with Generac's Customer experience. I have created an Appeals and Grievances case. This case will be assigned and an Appeals and Grievances specialist will be contacting you within 3-5 business days. I understand you want your incorrectly installed unit fixed and operating appropriately.

  Regards,

  Generac

  Customer Answer

  Date: 09/17/2024

  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,
  
  ***** ****

• Initial Complaint

  Date:08/22/2024

  Type:Product 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.

  ********* purchased 12/1/2022. Generator was installed and working for over 1 year of a 2 year warranty. June 14, 2024, the transfer switch failed and charred the interior cabling. June 19th, emailed customer service. General replied asking if there was any injuries or fire damage. We responded w/pictures of charred cable and stated no injuries. June 23, ******* *. asked for photos and summary of issue. ******* said he would get back in 5-7 days. July 2nd, called and talked with Will. I was given an appeals and grievance #. Was told to expect a response within 72 hours. July 12th, still no response and left voicemail. July 15th, sent email and received response from ***** and once again sent pictures of transfer switch. July 19th, emailed ***** requesting status. July 24th, received email from ***** saying he is sending info to his team. July 29th, called ***** #****, left message for *****. July 30, left another message for *****. July 30th, emailed ***** for status. Aug 2nd, talked with support, ***** was 0n vacation. Aug 5th, left message for *****. Aug 7th, emailed **** requesting status. Aug 9th, left 2 voicemails for *****. Aug 12th, emailed ***** and support to complain about length of time with NO response. Aug 15, called support, talked with ****. **** texted ***** to tell him I was trying to contact him. ***** responded that he would call me back. Aug 16th, called support (Sequoia), she said she texted ***** to call me. Aug 22, I left a voicemail asking for a response.

  

  Business Response

  Date: 09/17/2024

  Good day,

  I am sorry to read that your Generac Transfer switch has been experiencing such a failure. I see that you have a case with the Appeals and ***************** I will have your case specialist reach out to you to reach a resolution on your case. I understand you request a replacement of the transferswitch.

  Regards,

  Generac

• Initial Complaint

  Date:08/22/2024

  Type:Product 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 submitted a request for quote on ************************** for buying a generac generator for my house. Generac sent the request to the local dealer ********. See the attached messages, I corresponded with ******** and provided the information they requested and photographs they needed to give me a quote, however ******** never gave me a quote even after I reminded them twice. I want Generac to send my information to a different dealer such as *************************** so that I can get a quote and buy a Generac generator.

  

  Business Response

  Date: 09/17/2024

  Good day,

  I will have a case specialist reach out to you to assist further with dealer location and installation quotes.

  Regards,

  Generac

  Customer Answer

  Date: 09/18/2024

  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 received a call from Generac on September 9th and we discussed option and I suggested a dealer "Patriot" who I though could provide us a quote and the Generac representative said some dealer would contact me, but it has been about 9 days and I have not received any calls or emails, so although I appreciate that Generac is trying to respond to the complaint, no dealer has actually contacted me and in addition I had already provided dealer "********" with the photos and other details they asked for, but they never provided a quote which they should have. 
  
  Regards,
  
  Sitaramarao *******

  Customer Answer

  Date: 09/25/2024

  [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 received a quote from Generac, so please close the BBB complaint as customer satisfied. 

  
  

  
  Regards,
  
  Sitaramarao *******

  
  

• Initial Complaint

  Date:08/17/2024

  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.

  I bought a power washer in April of 2023. Husband fractured his knee so couldnt use it. We did once. Fast forward to April 2024 he decided to start it and it wasnt. Contacted Generac as its under warranty. Was told to take it to a repair shop (they gave me the info) and I did. The carburetor was faulty and also covered under warranty. He contacted Generac and got the part maybe 3 months after. Did the repair and now cant get paid for the job. With this issue, my item is on hold until he gets paid, 4 months now. Contacted them myself via email, they responded and wanted the invoices which was sent to them, still not response. Last I was told was they escalated this to determine if the shop will be paid! The warranty department told him it was covered under warranty! Sent the parts but still making this an issue. I want my power washer or my money back!

  

  Business Response

  Date: 08/30/2024

  Good day,

  After review of your information, I see that it is a case within the Appeals and ***************** I will forward this complaint to your case specialist to continue to assist you and reach a resolution.

  Regards,

  Generac

• Initial Complaint

  Date:08/16/2024

  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.

  We have a 24kw Generac Home Generator which was purchased new on 12/16/22. Overall the unit has been exceptional during power outages and hurricanes. On July 8th, 2024 Hurricane ***** came through our area and knocked our power out. Knowing that we have the generator, I wasn't at all concerned. Note we do have a newborn baby as of July 1st, 2024. So later that evening Monday 7/8 our generator turned off as if it tripped. I went out and it noted we needed a new battery. I proceeded to fire it back up and planned to go to my nearest Generac Dealer in the morning for a battery and all maintenance items. After picking up all maintenance items, I proceeded to install everything (new oil, oil filter, air filter, spark plugs) and ran the unit. It quickly shut back off and started blinking red for me to contact an authorized dealer. I did just that and wasn't able for anyone to come out until 8/15/24. The service team came to my house and ran the generator and noticed it wasn't running properly. After pulling the valve cover off, he noticed the push rod shot through the valve lifter and punctured it. This also created many metal shavings in the oil. The service *** contacting Generac for a new motor and was told since I didn't have all service records documented I'm out $5,500 for a new motor. Keep in mind, during this storm my wife, newborn baby, and myself went to stay at a family's house in ******, **. This made it so I had to board my (2) dogs which isn't a planned expense. All of our groceries went bad in our fridge/freezer so it all had to be trashed. I will be seeking legal action with an attorney.

  

  Business Response

  Date: 08/29/2024

  Hello,

  I apologize to read of the experience you have gone through for this unit. I will forward this to the Appeals and **************** to discuss what still needs to be done for your unit and how to get that done.

  Does your unit still need an engine ordered? If you are being represented by an attorney, please acknowledge that with your case specialist.

  Regards,

  Generac

• Initial Complaint

  Date:08/12/2024

  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.

  I purchased a brand new Generac full home generator. The day it was connected it did not work. It appeared to be a battery issue so I purchased a battery charger. Once charged I was able to register the generator and activate my service - but it still would not turn on because the battery still did not have enough power to turn over. The newly installed phone app gave me a battery warning and a prompt to contact support. I clicked the contact support and received a call within the hour from a Generac service advisor. I advised him of the issue and he said he just needed to confirm my warranty since Generac had sent him to other ***airs and not paid him. Once confirmed that my unit was new and covered for parts, labor and travel he said he would arrive the next morning. He showed up on time after driving 80 miles and confirmed it was a battery issue. He ***laced the battery and the system ran. The next day I received the same battery warning. I called the service *** and was told that Generac denied to pay him because the battery was not covered. There was no way for him to know what the problem was for certain without coming out to inspect the unit. This gentleman did his job. He drove over 3 hours roundtrip and Generac refused to pay him - and told him they would not reimburse him for the new battery he installed in my unit. The unit still does not work.

  

  Business Response

  Date: 10/11/2024

  Good day,

  I apologize that your Generac generator is not currently operating. I understand you request that the unit be repaired and operational. I will forward your BBB complaint to the Appeals and ********************* and have a specialist contact you within 3-5 business days.

  Regards,

  Generac

• Initial Complaint

  Date:08/09/2024

  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 bought a brand new Generac from a Generac supplier. The Generac was installed and we noticed an immediate oil leak . The company that we bought unit from came and inspected unit and determined it to be unrepairable . We filed a claim with Generac over 3 weeks ago. No return calls. We are in middle of hurricane season with a brand new Generac that isn't functioning .

  

  Business Response

  Date: 08/30/2024

  Good day,

  I apologize to read that your Generac unit is having an oil leak. Could you inform me what department you have a case with. With the information provided on this BBB complaint I have not been able to find an open case.

  Regards,

  Generac

• Initial Complaint

  Date:08/09/2024

  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 new generator about 2 years ago. the first 6 months of ownership the generator would not run. after contacting Generac several times about this issue they finally sent a company native powers out to try and get it to run. Native powers phone number is ************ ***** is the person who helped me. at first they could not figure out what was wrong with it. They finally got it to run. Since that time to now native powers has had to come out for service calls. Their are still issues that need to be corrected. one is a fuel leak the other which was discovered on their last visit is the paint is pealing off the inside of the generator which i was told that if the paint gets into the power plant the generator would no longer work and need to be either fixed or replaced. **** the service tech that they should replace this generator with all the problems and with the paint pealing off is clearly a quality issue of the cabinet not being prep or painted properly. **** phone is ************. The last time i spoke with Generac escalation department ******* supervisor she said that she just got out of a meeting about my generator and that they where going to replace it and was sending it to native powers for inspection prior to sending it to me. ******* said that she was checking inventory and it should ship within two weeks. I then phoned native powers and spoke to ***** who also spoke with Generac *******. ***** said that Generac did not want to pay what was needed to do the job. I just got off the phone with ***** and she said that ******* spoke to her boss also about when the generator would ship. Also a control number was issued which is *********. ***** said to this morning 8/9/2024 that ******* said she is waiting on approval and that i must have miss understood. Also Generac did not turn my generator number over to the warranty company so i could get an extended warranty within the first year. please help. thank you

  

  Business Response

  Date: 08/30/2024

  Good day,

  Thank you for submitting this complaint. I apologize to read that you are having this experience with your Generac product. I will forward your complaint to the Appeals and ********************* for further assistance. It looks like you do have a case with them. Please expect communication within 3-5 business days excluding the upcoming US holiday.

  Regards,

  Generac

• Initial Complaint

  Date:08/09/2024

  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.

  We bought a 38 KW Generac Generator for $ ********* in May 2022. ******************** in ********, Tx was the Dealership who installed our Generator. #********** is the SERIAL NUMBER of our Generator. We have warranty for ******************* until 05/17/2027 and warranty for Parts until 05/17/2025. Total RUN TIME on the Generator since installation is 110 hours. As per the company recommendations, we got maintenance done by Authorized Generac Dealers in a timely ********** have invoices to support this.When hurricane ***** made landfall on the morning of July 08, 2024, we lost power in **********, *****. Our Generator worked until the evening of July 10, 2024 & then died. We made several phone calls to Dealers around this area but understandably were unable to get assistance for repair at the time. I finally decided to contact Generac & spoke to a customer service representative Mr. ******** on 07/11/2024. Subsequently, i received an Email from Generac on 07/12/2024 which provided me a list of Dealers to contact for repairs.We contacted ****** who were able to send their Technicians on 07/25/2024. There is an issue with our Generator which needs to be repaired. We have not been informed of the diagnosis by Rikman or Generac. A Technician from ****** was supposed to come today (08/09/2024) & the appointment was cancelled at the last minute. As stated above, the product is under Generac company warranty.I kindly request Generac to either REPAIR the Generator which has been out of order & non-functional for a month or to REPLACE the Generator. I work from home & depend on my Generator to perform my job duties uninterrupted during the hurricane season. I am truly disappointed with the service i have received from Generac Company after paying $********* for their product which is still under warranty.We have not received any updates from Generac company. I have all the necessary documents & invoices to substantiate my claim.

  

  Business Response

  Date: 08/30/2024

  Good day,

  I apologize that your Generac product has been down and failed during the hurricane. I will forward this complaint to the Appeals and Grievances group. An A&G specialist will contact you within 3-5 business days to discuss what is needed and to contact your service dealer to assure the repair is completed.

  Regards,

  Generac

  Customer Answer

  Date: 09/02/2024

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID 22117229, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  
  The Generac Service Dealer has made multiple visits to our house in the last 2 months.  The technical issue with the Generac generator has not yet been fixed.  I have a non-functional Generac generator for the last 2 months, with 110 hours of run time.  There will be scheduled blackout periods on a regular basis because Centerpoint Energy is upgrading it's infrastructure in Houston and it's the hurricane season now with a non-functional generator for 2 months.  If Generac company does not have the support staff to repair generators which are under warranty, then why does the company even sell their products to customers ? 
  
  
  
  Regards,
  
  
  
  Suprabha Bhat