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:03/06/2023

  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 case number *******. Generac's PWRcell solar battery system uses rapid shutdown devices called SnapRS that are connected to the negative lead of each solar panel in an array. PHS claims the original design of these devices, with model numbers RS801 and RS801. I can not get Generac to get any one to replace them and ulock solar system. I paid 53K for the whole system and not working for over a year now. The last person the came out told me he found another job for ******. now I going to have to wait another year this is unacceptable.This is under Generac warranty since system is only 1 year old. I wish I never purchased. Just image you buy a new car and and you waiting over a year to get warranty work on it. Those that did receive the new firmware began experiencing issues with system failures called PVRSS Lockouts as their PWRcell inverters shut down strings of solar panels containing SnapRS devices that exhibited instability I was told Generac says you have to be on internet for warranty. I need this fixed or buy back the system.

  

  Business Response

  Date: 04/03/2023

  Hello,

   

  Generac is in receipt of this complaint and has escalated back to the supervisor of our customer support ************ Team. Someone from that team will be in contact with this consumer this week.

  Regards,

  Generac

• Initial Complaint

  Date:02/26/2023

  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.

  5 year old Generac, its been serviced as specified by an authorized technician. It has less than 150 hours of operations, over $700 in repairs/maintenance and now needing another $956 to get it working. We get no help from customer service since its a few months out of warranty. It costs thousand of dollars to purchase, hundreds to repair and it still doesnt work. The battery has been replaced twice in one year and they still wont help resolve why the battery wont stay charged. They keep referring us to hiring a technician and putting hundreds more into a unit that almost like new. If it only works for 150 hours before you have to spend hundreds more on repairs then its a defect that they need to take responsibility for

  

  Business Response

  Date: 04/03/2023

  Hello,

   

  Generac is aware of this complaint and have escalated this matter to our resolution team. Our resolution specialist has been in communication with this consumer and had offered to cover this repair under warranty on 3/23/2023.

  Regards,

  Generac

• Initial Complaint

  Date:02/24/2023

  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 husband and I waited years to "bite the bullet" to purchase a (mostly) whole house generator. We purchased a Generac 60Hz Air-cooled generator about 3 years ago. Within a little over a year, the unit stopped working due to "ants." The warranty explains that pest damage was not covered, but I had no expectation that ants was in the spectrum of trouble. I called Generac Corporate to discover that there is a design flaw "they are working on" by which ants ARE ATTRACTED to the glue on the computer control board. Additionally, the hum and heat of the generator itself, can attract ants. Naturally, I've been placing Terro Ant Traps since that first nearly $1000. **** to cover the new board and battery. I also sprinkled commercial grade ant killing pellets around the perimeter of the unit. Well, fast forward, and we are no on the third computer board. This is a design flaw that the manufacturer nows about. The local distributor/ installers (**********, ***************, **) never told their customers about this problem upfront. Other sellers (I later found out) tell their consumers and some even treat the ground and interior with ant repellant (to keep their reputations), while this "flaw" or "defect" is worked out. The original unit cost me $10,000. installed. Add another two grand, plus a couple of "annual check up" costs. PS- the annual check up only checks the exterior motor, they couldn't tell that the power DID NOT TRANSFER to the interior of my home. We are both in our upper 60's, my husband has *********** for 16 years. We'd like to get a good working unit and not a lemon. Just like a car defect, is this company not responsible to fix this problem at their expense and NOT that of the consumers. There are chat groups on social media about this. The problem is real. Can you help?

  

  Business Response

  Date: 03/13/2023

  Hello,

  We are in receipt of this consumers complaint. While we sympathize for their personal situation, ants are known to attracted to electricity. There are many articles explaining this attraction to electricity on the internet. This is not, unfortunately, a Generac issue. We would encourage this as well as any consumer to take proper precautions moving forward.  

   

  Regards,

  Generac

• Initial Complaint

  Date:02/21/2023

  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.

  August 2021 we purchased a whole house generator from Generac to be installed after permits were issued for electrical and propane, which we did right away! We went through several documented outages and not one time did generator kick in and work. Total amount we paid was approximately ******* total including all permits, generator, switches, approved electrical contractor chosen by Generac Contractor. All warranties activated and I contacted Generac in Sept 2022, Nov 2022, and again February 7 2023! They told me that they would contact me on the 8th of Feb with a resolution. They NEVER contacted me again and everyone I try to call they send me to someone who knows nothing and I am so so sick of the run around. I need a refund so I can get another whole house or I need a repair asap! Please as I have 2 elderly people in my home that are also very sickly that I am caring for. My generator is a Generac Guardian 22kw

  

  Business Response

  Date: 03/01/2023

  Hello,

  Generac is in receipt of this complaint, and has forwarded it over to our customer support management team, as well as the agent working on this matter. That agent will be in contact with this consumer today March 1, 2023.

  Regards,

  Generac

   

• Initial Complaint

  Date:02/14/2023

  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 22K whole house standby generator and also purchased a 10 year extended warranty thru generac in 2018 for this generator. I paid ******* for generator on 11/2017 & ****** for extended warranty on 7/2018. In October of 2022 the warning light came on showing a issue. The control pad showed low Oil pressure & all the oil has been blown out the engine thru exhaust valve and multiple fittings showing the motor has failed. ********************* out of ********************* that is a certified installer for Generac came to troubleshoot. They found that exhaust valve was open due to failure. The service tech came back out to run test on unit to see what has failed as per generac. Generac has failed to replace this motor & every couple weeks the Ac business is calling wanting more info. Got a call on 2/14/23 requesting invoices for the service parts purchased to service equipment. I have used generac oil filters, ********* filter for service once a year due to generator not being used. They are looking for a way to deny my warranty claim. If they dont want to repair my generator They should refund my money and come pick up the generator. I am by no means at fault here . Starting to sound like I have done business with a ************** that will not stand behind there Product.

  

  Business Response

  Date: 03/01/2023

  Hello,

  We apologize for the inconvenience of the replacement engine being on backorder. Generac does not keep replacement engines in stock, therefore they are made as they are needed. Engines are do to begin shipping by the end of this month. 

  Regards,

  Generac

• Initial Complaint

  Date:02/10/2023

  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 recommended a preferred contractor, **************************** to install on my Generac generator on July 2022. As per contract I purchased a 7 year manufacture warranty not a 5 year warranty but the contractor sent a 5 year to Generac warranty department and it needs correction. . Second, the contractor was having problems in connecting my generator to Generacs mobile link I called Generac's mobile link for assistance and got my generator connected. A 3-way call was initiated by Generac representative to **************************** and myself advising the contractor to connect my generator to his fleet monitoring account as per contract which I paid for. The contractor said he would but as of this date he has not as per Generac. It has been 6 to 7 months that no fleet monitoring has existed and I want a refund. Generac also has a copy of my original contract. 3rd...since Generac recommended **************************** as their prefered contractor, I asked Generac to remove this contractor from their preferred list. Since the contractor has rescinded the contract for .services that are not rendered. I will research another Generac's contractor on my own to monitor my generator and provide services as needed. Please note: I have called many times to the contractor about my above concerns but no return calls. I reached out to Generac since this is their preferred contactor. I am dealing w a Generac resolution representative but all my calls and emails have fallen on deaf ears. I wrote a letter with return receipt to Generac's president of consumer power division 2 to 3 weeks ago, but no response from him or no other Generac's representative. I think there's a simple resolution for my concerns. Please assist me in this matter. I appreciate your time. Thank you **************

  

  Business Response

  Date: 03/01/2023

  Hello,

   

  Generac is in receipt of this complaint, and would urge this consumer to reach out to our customer support team. Building Services of ******* had gone out of business a few months back, without notifying Generac, or their consumers. Our customer support team will be able to assist this consumer with any questions they may have.

   

  Regards,

  Generac

• Initial Complaint

  Date:02/08/2023

  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 Generac Generator seized up and failed right after Hurricane *** hit ** 9/30/22. My family and I were without power for nearly 3 weeks. The generator was still under warranty. I contacted a repair facility listed as a Generac-approved facility named EnergenSystems. To date, the Generator is not repaired. When I called Generac their customer service was rude and explained it is not their responsibility to hold the hands of these repair shops. Since the warranty is with Generac I suggest that it is their responsibility and they should make the calls to a repair facility that can repair the generator within a reasonable amount of time. I spent a lot of money having this system installed to provide electricity specifically in the situation it failed. It seems Generac claims their system is under warranty but wants no part in the execution of the warranty. OI request that instead of waiting for parts they should have replaced the entire system if the repair facility cannot in a timely manor complete repairs. Or... perhaps a refund for the cost of the generator so that I can purchase one from a company that supports their warranty with qualified and responsive customer service. The generator is currently finally scheduled for repair, however the length of time it took is unacceptable.

  

  Business Response

  Date: 03/01/2023

  Hello,

  Generac has reviewed the communications that this consumer had with our customer support team, and has addressed them appropriately. If this consumer's generator is still not repaired, then the consumer would need to give our customer support team a call back, so that they can continue to assist with communications to the service dealership.

  Regards,

  Generac

  Customer Answer

  Date: 03/01/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  Generac has completely missed the point of my complaint.  The problem wasn't that it would not eventually get repaired.  Despite their offer to consider paying for the labor, the problems I am addressing on my complaint are:

  1) The process it took to finally get the repairs including length of time and lack of cohesion between Generac and the certified repair facility.

  2) Being put far down on the repair list since I had not purchased an extended warranty (even though it was still under the original warranty.

  3) The lack of responsibility Generac took for their product pushing the responsibility onto an unresponsive repair facility.  The customer service was horrible considering my monetary investment and the trust I placed in their company for our safety.  I do not trust them now and would replace them with another company if I could afford to throw away another $7K.

  4) The lack of concern for the $10K I spent to install this system just for such an occasion as a hurricane and have it fail.  I am a disabled Veteran that relies on a CPAP at night to keep me from stopping breathing.  My wife does as well.  Their lack of response literally put our health at risk and exposed ** to the possibility of dying in our sleep.

  5) Other than the offer to possibly pay for the labor of the repair, their lack of compensation for the 18 days my home was without electricity and the more 4 months it took to get repaired.  They should have just brought out a new generator and had it fixed within a reasonable time.  We were still in hurricane season after it failed and had another storm that took out our electricity (fortunately for only a dew minutes).

  6) I only seemed to get a response to my texts on Fakebook when my page was flooded with their advertisements and I commented on the troubles.  This gave their readers a chance to see that the trouble I was having in order to appear they were addressing the issue in front of other FB users receiving the same advertisement.  My guess is they removed my responses.

  7) And finally... washing their hands of the incident in their response by saying... "it's ok... we fixed it".  This means you missed the point of the complaint completely.

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

  

  Business Response

  Date: 05/22/2023

  Hello,

  Generac's warranty covers repairs for manufacturing defects, while product is in warranty. It does not, however, cover consequential or incidental damages. This means that Generac would not be offering monetary compensation for monies lost as a result of product malfunction. 

   

  Regards,

  Generac

• Initial Complaint

  Date:02/06/2023

  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 home last year and as a part of that purchase there were solar panels, Generac products. The solar products were under warranty and I called Generac and got the warranty transferred to me. Now due to faulty equipment, I need a repair to my solar array. I reached out to the company which installed the solar array, but they have gone bankrupt. Upon reaching out to Generac, I was informed they would assign the warranty repair to an authorized repair dealer. That process took months. Finally, they assigned it to one of their partners, ************** Corporation. When I called Sunnova to discuss the schedule, they informed me that my name is not associated with the case. The previous owner's name is associated with the case and so they could not do business with me. I called Generac and they assured me that they would address the issue. I have called repeatedly, nearly a dozen times in an attempt to get this resolved. They have assured me each time that it would be addressed. Every time, I followed up with Sunnova only to be told that I am not associated with this case and they cannot help me. Today was the last straw. A rep from Generac called me and gave me assurances that this had been resolved at the highest levels. I expressed my skepticism and of course it was not resolved. Every day this is not resolved costs me money. Generac case number: *******

  

  Business Response

  Date: 03/01/2023

  Hello,

   

  Generac is in receipt of this complaint, and has escalated this to our **************************************** team. A member of our *********************************** will be in contact with this consumer in ***** hours with an update.

   

  Regards,

  Generac

• Initial Complaint

  Date:02/03/2023

  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 home stand by generator in May 2021. It came without a wifi module. I registered my home mailing address in Nov 2021 with the serial number provided. I was informed it would be issued as soon as it became available. I have contacted the company on line 3 Feb 2023 giving them the same number to find out where it was. The agent said it was a serial number and could not proceed with the issue of it. This unit was paid for at the time of purchase but I have not recieved it.

  

  Business Response

  Date: 02/15/2023

  Hello,

   

  We are in receipt of this consumer's complaint. We would ask this consumer to contact Generac's connectivity team for further updates.

  Regards,

  Generac

  Customer Answer

  Date: 02/24/2023

  [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 wish to offer you my thanks with your assistance in resolving the issue relating to the above complaint. I have now received the item I requested from Generac.

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

  
  

• Initial Complaint

  Date:02/02/2023

  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 have a standby whole house generator. We have a warranty good through November of ****. The red light has gone on which says "stopped because of low oil press call authorized Generac Service". The oil is full. Service people won't come out because they say Generac won't pay them even though we have a warranty in force. Repeated calls to the company on numerous occasions have been unsuccessful. One of the providers in says they won't come out unless we give them $250.00 up front to diagnose the problem. We are considering that and then taking Generac to Small Claims Court to get the $250 back (plus Costs).

  

  Business Response

  Date: 02/15/2023

  Hello,

   

  Generac is in receipt of this complaint. We would like to remind all service providers and consumers, that it is not only illegal but a violation of the service agreement to bill a consumer for warranty work. We have escalated this consumer's concerns to our resolution team, who will be in contact with him in 24 hours.

   

  Regards,

  Generac