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:08/06/2024

  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 bought a whole home generator in May 2023. Unfortunately, we live in *******, so our power is unreliable (hence the purchase). We ran the generator 3 times prior to Hurricane *****. A total of 120-odd hours. Five hours into Hurricane ***** on 07/08/2024 our generator died. The dealer we used to purchase and install came out that night and stated a cylinder was dead/not turning so the entire motor was dead. I called Generac the very next day to file a complaint with the escalation department (case # *********). I have been given multiple reference numbers and two different escalation numbers. One problem, the lowest level of customer service has absolutely no resources to helps customers. They try, but the people in the escalation department don't have to take calls apparently and rarely call customers back. On 07/11/2024 ***** called me and stated he was handling my escalation case. He told me that a brand-new motor was being shipped out and that the dealer would be installing it. The day before the owner of the dealership we used called me to yell at me for 15 minutes straight because he had a short fuse. I told ************ would prefer someone else, but he said the time frame would be much longer than if I went with the same company. I agreed. ***** said he would email me all the details. I never got an email from him. And now, almost a month later I cant get ahold of him. My Husband has left multiple voicemails for him, and we have not had a returned call. When you call the customer support line all they can do is transfer you to his VM. I just called again and was told nobody in the escalation department would take me call or help the customer service *** that I was speaking with out. It's been a month and my generator is still dead. These things arent cheap, and Generac is stringing me along hoping I will give up with their convoluted system. A multi BILLION $ company cannot equip their customer service department to be robust. How terrible of a company.

  

  Business Response

  Date: 08/15/2024

  Good day,

  I apologize to read that you have had a poor experience with the customer experience group, A&G, and the dealer network. It looks like the dealer is scheduled to do the repair. i will forward this update to the BBB complaint to your case specialist.

  Regards,

  Generac

  Customer Answer

  Date: 08/15/2024

  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.
  
  We have been unable to get in contact with the business. They are not taking calls, returning calls from voicemails, or answer emails. We do not have an appointment with them to repair our generator. This needs to be addressed and resolved ASAP! I feel like you are jerking me around on purpose at this point. 
  
  Regards,
  
  *****************************

  

  Business Response

  Date: 08/29/2024

  Good day,

  After review of your case it looks like the dealer has a scheduled date of September 11th to do the repair. This update was communicated on 8/8/24. I will forward this complaint update to your case specialist.

  Regards,

  Generac

• Initial Complaint

  Date:08/02/2024

  Type:Delivery 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.

  Ordered two Generac Powerpact systems in October 2021 for my parents and I. (Receipts attached). Both have operated as designed with weekly tests and simulated power outages for last two years with zero issues. Two weeks ago I have a power outage and generator starts up, I hear it transfer over and lights go dim with no power. Generac boasts about reliable power and it failed miserably. Customer support is manned by people who have no clue how to help customers. They are literally reading off the computer with zero knowledge on generac systems and I mean zero. I explain my situation and they look up a service dealer and we find out no one will service my unit. I have called 30 dealers with zero help! Generac also boasted about service dealers near me when I purchased the unit and assured me, someone would be nearby to service. I am without a backup now for any power outages. I lost food in both refrigerators and almost lost my reef tank with expensive fish and coral. I have lost faith in Generac. What they preach, they definitely dont practice in good faith.

  

  Business Response

  Date: 08/15/2024

  Good day,

  Do you know if a load calculation was done on your home before choosing a generator to power your home? From the information provided, if you have several appliances backed up by the 7.5kw, there may be a likely hood that the unit may be over loaded. 

  Have you been able to get in touch with a dealer in your area to assist with the unit at this time? 

  Regards,

  Generac

  Customer Answer

  Date: 08/15/2024

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID 22082580, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  
  
  Hello,

  load calculation was done prior to purchasing and at install.  We are using 2,000 watts of 6,000 (natural gas) with all circuits maxed out.  Generator was serviced regularly with simulated outages every 2 months.  

  
  I called Bradbury plumbing and heating which came out to diagnose my generator.  They told me Zero 240volt output from generator.  They did a ohms test to confirm stator and rotor have failed.

  Again, generator operated and installed and serviced per manufacturer requirements.  I have a whole house surge protector on my 200 amp panel. Generator is operating at 1/3 the capacity during any outage.  All I want is lighting which is led low wattage, high efficiency refrigerator at 600 watts and furnace at 700 watts during winter.  NO high draw items.

   Generac claims unrivaled reliability when I was told to purchase this generator.  The one and only outage since installing, Generac failed miserably.  Rotor and stator should not be failing on a 2.5 year old unit and me being ignored by Generac customer service when I needed them the most!

  Bradbury plumbing and heating has records of service call. Voltage regulator is brand new, no burnt wiring on generator or transfer switch.  All 3 fuses have continuity and are good.  No burned coils on transfer switch.    Generac generator failed to provide simple lighting and refrigeration.

  
  
  
  Regards,
  
  
  
  Nicholas Murukas

  

  Business Response

  Date: 08/29/2024

  Good day,

  Thank you for such thorough information. I will have the Appeals and Grievances group reach out to you to get this issue resolved. I understand you are upset that your Generac generator has not been operating appropriately and I understand that a dealer has been on site to diagnose the units fault.

  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 22082580, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  
       Haven’t heard from Generac since the failure.  Not one simple call to seek further information or make a decision to help a loyal customer.    You can judge a company by their customer service and support.  If Generac believes a customer is at fault, why not investigate further to show their integrity and faith in their products.  As soon as I answered Generac through the better business bureau with “facts” about the situation, it’s been crickets ever since. Paid a service technician out of my own pocket to confirm the defect.
  

      Generac, you sold a generator that had a factory defect and refuse to honor the warranty.  I will pursue legal action because of your breach of contract in honoring a warranty.  You are a company that hires people to read off a script when they need service or warranty work and never return a call.   Generac is Corporate America, profit over people!
  
  
  
  Regards,
  
  
  
  Nicholas Murukas

• Initial Complaint

  Date:08/01/2024

  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 wife and I built a new home on *****************, **, and had the home pre-wired for a generator. We purchased a Generac generator and had the generator installed by *************************** in May 2024.Several "sparks" and brief shortages left burn marks inside the unit. We contacted Generac and have filed a complaint (Case # **********). I have called and left multiple voice mails asking for a representative to initiate replacing the transfer switch that represents a potential fire threat to my family, home, and neighbors. This should be seen as an urgent concern for this company and it has been weeks trying to get a response. We have pictures of the arching from inside the switch which show multiple burn marks and expect to get a new transfer switch that works as advertised and anyone would want for the nearly $16,000 total cost of the pre-wiring, installation, and the actual unit.Thank you for your assistance and hope this can be resolved before there are any further fire concerns .

  

  Business Response

  Date: 08/15/2024

  Good day,

  I apologize for the time it has taken to get communication and a resolution for your unit. After review of your case it looks like you have had a dealer working with you along with your case specialist to resolve this issue.

  Regards,

  Generac

• Initial Complaint

  Date:07/26/2024

  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 placed enough solar panels on my home as well as solar batteries for two homes. I have had small issues in the beginning which were fixed and started to make money by the electric company. The reason for this is to pay off the loan to place them on the home. Since March I have been having great issues with the system. Now I have to pay for the electric bills as well as for the loan. Have been trying to get these issues resolved with no completion in site. Would love to be assisted with the electric bills and the loan since the system is not working correctly. I thank you for your time and understanding. Please take care.

  

  Business Response

  Date: 08/09/2024

  Good day,

  I apologize to read that you have been having issues with your solar panels and are requesting compensation for your system. I will forward your information to the ************ customer solutions group to review your request and contact you.

  Regards,

  Generac

• Initial Complaint

  Date:07/23/2024

  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 June 8, 2024, **************** ************ installed a Generac Generator in my home. This generator was faulty & displaying error codes for the oil. They changed the sensor & brought a battery to install. The generator still does not work, now they are supposedly waiting on an engine to replace the already new engine in the generator. I live in ******, ***** where the lights constantly blink & go out. I bought this generator to be comfortable during outages. I have been thru the Derecho storm with no lights & hurricane ***** with no lights for 6 days. I had to go to my daughters & stay with her until the lights came back on. Yesterday, we had an outage for 2 hours.I call **************** & no ************** voice mail is full. I have called Generac & have about 3 different ticket numbers & cannot speak to upper management. My case has been escalated to the ******************************** I told them that I don't want a "Rebuilt, new generator". It seems between these 2 companies, I am stuck. I contacted the credit card company ************** and the charge is in dispute. It's like no one cares about this situation.........

  

  Business Response

  Date: 08/09/2024

  Good day,

  I apologize to read that your unit has not been operating. I will forward your complaint to your case specialist and have them reach out to you to continue processing through your complaint.

  Regards,

  Generac

• Initial Complaint

  Date:07/22/2024

  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 name is *********************, and I live at ******************************************************. I purchased an 18KW whole home generator from Generators of ******* in 2021. After installation, the generator experienced some issues, but I upgraded the gas meter and signed a yearly maintenance agreement.Six weeks ago, we had a storm that caused a 7-day power outage, and the generator performed well. Afterward, I changed the oil and filters. However, during the most recent power outage caused by *********************, the generator only worked for 3 hours before it stopped.I have been trying to contact Generac for help, but I have not received any response. The voicemail is full, and I have been unable to reach anyone for the past 10 days. We spent seven days without power, and the generator failed when we needed it the most.I understand that equipment can fail, but the lack of support is unacceptable. I need to get the generator fixed before another storm hits. Finally, after two weeks, I was contacted, and they will send a technician on July 31st. That is more than three weeks from now. How do I accept that when no priority was given for the failed generator? Someone could get hurt, and if we lose power again and I have to throw away all the food, how do you justify the lack of empathy? It does not seem like any effort is being made to correct the mistake.Please let me know what course of action I should take so that neither I nor anyone else has to experience this again.Thank you.********************* ************

  

  Business Response

  Date: 08/15/2024

  Good day,

  I apologize to read that you had a poor experience with the dealer network and the support you received with your unit. I understand you are requesting that your unit be repaired and after review of your case it looks like the dealer has been informed they will be receiving the parts and that the customer was informed the shipping time would be at minimum a week. I will send this update to your A&G case specialist to see if they can expedite the shipping window.

  Regards,

  Generac

• Initial Complaint

  Date:07/19/2024

  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 was presented with a promotion from the mobile link motoring for my generator that if I paid for 1 year of their monitoring service it would extend my warranty. I called to make sure my generator was eligible and to confirm what I was getting in return. I was told my warranty would extend to 7 years. I even had an email sent to me to confirm this as I have had multiple people tell me Generac is a very dishonest and deceitful company. Comes to find out they are just that as I was given nothing I was promised. I have attached the email of what I was promised to this complaint. I expect this to be honored. I have prepared to litigate this matter should Generac fail to honor their agreement. The purchase and headaches with this generator have been many. The generator was sold to me with firmware that constantly shut the generator standby off. Generac was no help whatsoever. I was able to find a setting that forced the generator to update its firmware that resolved the issue. In all dealings I have had with this company they have outright lied to me, been very unhelpful and provided zero support for their product. I expect this situation resolved as I will not be cheated or lied to anymore from Generac.

  

  Business Response

  Date: 08/02/2024

  Good day,

  I apologize to read that you have had such a poor experience and have not received what you stated you were promised. I will forward this to the Customer Experience managers to assure that the case be reviewed and provide what was promised.

  Regards,

  Generac

  Customer Answer

  Date: 08/02/2024

  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.
  

  As you were provided with the email that your company stated what I was to receive from Generac, you may want to rephrase your response saying that I stated what I was promised by Generac. It is your company that implied and "promised" I was to receive warranties that Generac never delivered/applied. It is Generac that did not fulfill its obligations. This has nothing to do with my statements. It has everything to do with what your company put in writing and sent to me. This is exactly why I required your "promises" in writing as Generac has a long history of not delivering or honoring it's obligations.
  
  Regards,
  
  **** Svenchenko

  

  Business Response

  Date: 08/15/2024

  Good day,

  I have sent the request for the warranty be provided to your unit. I appreciate your patience in this process.

  Regards,

  Generac

  Customer Answer

  Date: 08/15/2024

  [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 ********, Should Generac actually follow through with their promises which they haven't yet I find this acceptable.. Being that I had to take things to extremes to get what I already paid for it remains to be seen if Generac will in fact put into play and actually honor the warranty they are providing. I have my doubts. I do however discourage anyone from purchasing products or services from Generac as it has been a massive waste of time to get the services/products I paid for months ago. This company definitely should be investigated for it's ethical business practices as I believe they intentionally aim to steal/cheat consumers out of money and Generac does this to increase their bottom line. As corporations are considered people in the view of the law, Generac should be prosecuted for theft and held accountable.
  
  Regards,
  
  **** Svenchenko
  

• Initial Complaint

  Date:07/18/2024

  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.

  Generac Guardian Series Air Cooled Home Standby Generator 22KW bought from Northern Tool I am a contractor and installed it myself with the help of a licensed electrician It tested out good and run fine We had a power outage it started ran for about an hour got extremely hot and froze up I called the local dealer he said that if it wasn't installed by a dealer that it wasn't installed properly but for $240 he would make a site visit to verify that.

  

  Business Response

  Date: 08/02/2024

  Good day,

  I apologize to read that you have had a Generac generator freeze up. I will escalate this to the Appeals and **************** to assist with a resolution to your case.

  Regards,

  Generac

• Initial Complaint

  Date:07/16/2024

  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.

  Contacted Generac about a product I own that was manufactured by them. I requested a parts manual for the unit to order parts but they said they do not have one. The unit is less than 10 years old and cost over $20k. They are basically telling me this unit is not supported if they can not provide a way to look up parts. This unit is a piece of industrial equipment and I have never had a problem like this with a vendor where they were unable to provide support documentation to maintain the equipment. I believe they are taking advantage of customers by selling a product that is not supportable after the point of sale. I would like to get the requested documentation so I can order parts for this. If they can not provide the requested documentation I would like a record to remain on file of this complaint.Product Details:Generac MTL4000SD Serial #: *******

  

  Business Response

  Date: 08/15/2024

  Good day,

  What parts are you looking to order. I believe I could forward this request to the parts department to locate the part numbers you are requesting.

  Regards,

  Generac

• Initial Complaint

  Date:07/16/2024

  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.

  I purchased a Generac Home Standby Generator from ******* **********/Quality Home Products of ***** in August of 2022. Prior to the product being activated, I contacted Generac Corporation regarding a safety issue concerning the location and design of the generator that was installed by Qualith Generators of *****. The generator was installed within 5 feet from my backyard. It was improperly installed by Quality Generator which refused to correct the problem and move the generator. The business wanted to charge me extra to relocate the generator to a safer location and to fix their installation mistakes. They refused to return my money and pay for damages to my property upon removal since they decided not to relocate the generator. I sent Generac pictures of the issues and detailed information about the problems. Generac customer services was not helpful and they were unconcerned with the safety issue given how the generator was installed and where it is located. When I asked Generac for details about how their home standby generators are supposed be installed, I did not receive a concrete answer. I was told that it depends on the dealer who sold me the generator. When I followed up with Generac about these issues months later, after Generac failed to respond to my concerns, I was told that a resolution would work out in my favor. I had high hopes that the issues concerning the design, safety, and problems with ******* ********** would be resolved before Hurricane season began. To this day, the generator has not been used. I have suffered several power outages, lost a lot of food, and embarrassment because of the non-working generator and ******* ********** poor behavior. When I called Generac last week to follow-up on the resolutions, I was told by a man that my complaints were reviewed by a team who declined assistance because they said that Generac does not warranty installation issues. How about the safety issues? This is poor service.

  

  Business Response

  Date: 08/15/2024

  Good day,

  Unfortunately, Generac would not be able to cover installation issues with warranty coverage. Warranty is for workmanship or craftsmanship faults on the Generac product. After review of your case with customer experience; an offer to contact the dealer was denied along with Generac offering to give you clearance requirements to provide for the installation change. In the end the resolution was denied and the Customer Experience case was closed.

  Regards,

  Generac

  Customer Answer

  Date: 08/15/2024

  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.

  The information provided by Generac is completely unacceptable. My issue is not about a warranty.  The warranty on the generator is not active and the generator has never been used.  Generac has repeatedly declined to provide guidance to dealers on proper installation of their home standby generators    I did not decline for Generac to contact ******* ********** to investigate the incident    Generacs customer service representatives were very rude to me and dismissed my concerns about the safety issues surrounding the way the location of the generator   Generac never provided me with any documentation, including pictures and details on how Generac Dealers are to properly install the home standby generators so that they are safe.   Generac has been non responsive to my concerns for over a year and has taken no responsibility for the product that they manufacture.  For whatever reason, Generac is insisting that my concerns involve installation warranty issues but Generac has not shared information with me on any kind of installation warranty.  I have no idea what Generac is claiming.  Generac has showed that they do not care about how their authorized dealers are installing the home standby generators.  I am extremely upset that Generac advertises those authorized dealers without checking their work.  Those authorized dealers that sell and/or install the home standby generators is a representation of Generac itself.  Generac, at least be upfront with consumers and put on your website that you do not care how anyone installs Generacs home standby generator, a product that you manufacture, a product that has your name on it, do not advertise about how great the product is when you know that you are not going to help people ensuring that the home standby generator is even installed properly so that it will work as advertised.  I want a full refund, plus expenses, and an apology from Generac and ******* **********.  

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

  

  Business Response

  Date: 08/29/2024

  Good day,

  Thank you for reaching out on this installation subject. Generac sends each of its Air-cooled Homestandby backup generators with an Owner's manual and an installation manual. The Installation manual highlights items of importance for installing Generac generators. Please review the installation manual that was sent with the Generac product. Generac is not the entity you have entered into a contract with and had no say in where the Generac generator was installed. If you have concerns with the installation, please continue to pursue your installation concerns with your installing dealer. I will forward your request for review of safety concerns to the Appeals and ********************* to further assist you with your safety concerns.

  Regards,

  Generac

  Customer Answer

  Date: 03/25/2025

  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.
  
  
  
  

  I need to update my complaint against Generac.  This business has intentionally stalled my complaint against two of their agents in regards to Generac case number *******.  The issue is the dealer that installed the Generac 18k Guardian generator did wrong.   Generac has refused to correct the matter with the dealership stating that Generac does not have an installation warranty.  They refused to provide me with information on their training and the proper way Generac generators are supposed to be installed.  I sent photos to Generac to no avail.  Generac is still refusing to help me with the problem with the dealer that they certified as a Generac generator dealer.  I am still astonished that they allowed this matter to continue and refused to even look into the training and installation guides that they provide to each dealer they certify to sell their products.  What kind of business is this?  

   

  The dealer, ******* **********/******* **** ******** ** *****, will not agree to issue a full refund if they come to get the generator and they refuse to pay for any damages resulting from their work.  The first person to reach out to me about this mess from Generac was Mr. N.W.  I learned to day that he is claiming that my complaint with Generac went nowhere because I did not respond to his email on 03/17/23 with the serial number for the generator.  That is not true and I have the evidence to support my true statements.   Just last week, I contacted Generac for follow-up on my complaint and ask for help.  **** told me that Generac does not stand by its products.  I am now painfully aware of how bad of a business Generac is and how far their supervisors will go to protect themselves.  Generac has not shown an ounce of empathy for me or tried to make the situation right.  

   

  When I spoke with a supervisor named ***** today, she said that anytime I call back, I would no longer be able to speak with anyone at Generac but her regarding these issues between Generac, N.W. , ****, Corporate office, and their HR department.   I asked ***** to help me file a complaint against the Generac employees N.W. and ****.  She said no because I had already spoken with people at a level higher than her. ***** said my complaint against the Generac employees has no merit and that I am not credible.   She was trying to coerce me into sending her proof but would not file the complaint against the employees. Again, this shows that Generac is acting in bad faith.  I am very upset about this because I have pleaded with Generac for help for years only to blocked by the customer service department supervisors at every turn.  ***** made it clear that I would not be able to speak with anyone else at Generac but her.  As of today, my complaint has not been forwarded to Generac’s corporate office for investigation nor has anyone from Generac’s corporate office reached out to me to follow up on the instigation and actually help me get the situation resolved once and for all.  This has been going on since the fall of 2022.  

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