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.

close

Find a Location

Generac Power Systems, Inc. has 5 locations, listed below.

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

BBB accredited

Near

Country

USUnited States

Please enter a valid location.

Filter

• 

  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:01/30/2023

  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 contracted with *************** who contracted with Generac for their residential solar batteries. This product is not working. We contacted Generac and have had minimal response. There has been no attempt to resolve our issue. **************** acknowledged there is an issue that needs to be fixed but no assistance has been offered. We have spent $50,000 on this system and would like a replacement battery that does work, or we would like a refund. Currently we are paying for this system, approximately $150 monthly, plus our regular electric bill which is generally been $90- $180 over the last 6 months. This product has never operated well since it was installed and all complaints we had to Solar Titan were dismissed. We were told that within three months the battery would be operating well. Instead it has gotten much worse.

  

  Business Response

  Date: 03/01/2023

  Hello,

  We regret to inform this consumer, that Generac Power Systems, Inc. was made aware that Solar Titan is no longer in business. We would, however, ask that this consumer contact our Clean Energy Customer Support team so that they may review and open a case for them. Our customer support team is available 24/7 at ************.

   

  Regards,

  Generac

• Initial Complaint

  Date:01/27/2023

  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 AS A FAMILY BOUGHT THIS PIECE OF JUNK MARCH 29TH 2012 FOR MY AGING PARENTS SO THEY COULD LIVE IN SECURITY AND COMFORT KNOWING THEY WOULD BE IN NO DISTRESS IF WE HAD A LOSS OF POWER ,BUT THE VERY FIRST WEEK WE HAD IT IT TRIPPED OUT ON OVER SPEED CRANK SINSE THEN NOW IN 2023 NOTHING HAS CHANGED THEY TECHS DEMANED US THAT THE PROPANE LINE WAS TO SMALL SO WE CHANGED IT OUT TO THE ONE INCH LINE THEN THE *** BOX BLEW OFF BACK FIRED730.00 LATER NEW ONE ON,THEN THE WANTED VALVES ADJUSTED NEW PLUG READINGS TAKEN ON ELECTRICAL THEN REG. ON TANK WAS SAID TO BE WRONG CHANGED IT OUT SAME OLD PROBLEM NOT FIXED I KEEP ROYAL PURPLE IN GEN BEST OF OIL FILTER YEARLY WAX IT WELL TAKEN CARE NOW THE LATEST IS GOING TO TAKE HEAD OFF SEE IF THAT WILL FIX IT ,THIS ISSUE HAS BEEN A NIGHTMARE FOR MY ENTIRE FAMILY WE TRY TO BY THE BEST OF EVERYTHING YOU KNOW NEVER HAVE TO BUY ANYTHING TWICE SOMETHING YOU COUNT ON CARS ,WASHERS,TIRES,WHATEVER TOOLS.BUT AFTER THE FIRST TWO WEEKS WE WERE TOLD THEY HAD NO PEOPLE TO FIX OR SERVICE THEIR PRODUCT. ***** THE SUPPLIER EVEN BOUGHT A SHOP MANUAL TO TRY AND HELP US FIX IT !!!! W/O 5761494.THEY HAVE CHECKED BY ORDER OF GENERAC FUEL SUPPLY,FUEL SOLENOID,CHOKE,STEPPER MOTOR,IGNITION SPARK,ENGINE COMPRESSION,CHECKED FLYWHEEL,CYLINDER LEAK TEST ,UP SIZED THE SUPPLY LINE TO 1 INCH.THIS IS JAN.27TH 2023 AND WE STILL AFTER ALL THESE YEARS, WONT START A HUGE EXPENSIVE PAPER WEIGHT! IN MY LIFE I HAVE NEVER BEEN SO DISGUSTED WITH A PIECE OF MACHINERY ,I AM A MILLWRIGHT BY TRADE WITH 34 YRS EXPERIENCE IN A POWER PLANT .THIS IS BAD

  

  Business Response

  Date: 02/15/2023

  Hello,

  Generac is in receipt of this consumer's complaint. Using the phone number this consumer provided we were able to locate his interactions ( calls and emails ) with Generac since January of 2020. We wanted to remind the consumer that we called him in November of 2021, when he explained they had corrected the incorrect fuel installation, but were still experiencing issues. We encouraged him to send us the confirmation that the fuel installation was corrected, and that we would then escalate a consumer case for him.

  We do not see further communication from this consumer to Generac. We would ask this consumer please contact our customer support team, in order to send us the documentation requested in November of 21, so that we may work with them to get this resolved.

   

  Regards,

  Generac

• Initial Complaint

  Date:01/20/2023

  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 purchased a GENERAC 60Hz Air-Cooled generator from Lowes on Jun21 and was installed in July 2021. It is a 22KW serial number **********. It was installed by **************************, ********************************************************************************** *************. Since the installation it has never worked correctly. The first year we were told they had to replace the mother board twice, that the gas line (which we installed, had reinstalled two times) needed new regulators and the GENERAC needed all types of new and different different parts. We have been in contact almost monthly GENERAC since installation. The repair company, Beaches never gave ** any receipts for the repairs as they said everything had to go to GENERAC as it was all under warranty. GENERACs records start (of my phone calls since GENERAC said they do not keep records back more ***** year) in Aug 2022. Fast forward to September of 2022, despite constantly having problems which were constantly "corrected" we had a hurricane (***) and the Generator ran providing ** power during the storm. Both my husband (*********************************** who is a disabled veteran) and I have medical devices which need to run even if there is a storm and I have congestive heart failure. After the storm passed my husband walked outside and found the generator covered in oil with oil on the pad and generator. Although the generator worked we knew we had a major issue. I immediately called Generac for help. They said they would look into it and sent out Beaches to determine the issue. This was approximately 05/06Oct. The Beaches repair person said the "head gaskets were blown" and that he had to wait for parts to repair it. As soon as I heard there was another hurricane coming (*******) I called Generac on 06Nov and was told my case number was *******. After the storm which we did not have the use of the GENERAC, I called again on 15Nov because no one ever called me back and was told that the case had been transferred to resolution department and I advised we wanted a new generator since this one never worked right and we can not have it keep failing. I called again on 28Nov and the person handling the case (*******) was once again busy and could not take my call. At this point the second hurricane had passed and our generator was still not working or fixed. I called again on 29 and 30Nov and all through Dec. In Jan 2023 I was told by GENERAC ******* no longer works at GENERAC. To date I have received one phone call (11Jan22) with a message to call GENERAC back and ask for extension 4476/Gabriella, which I do almost every day. At one point before ******* left she sent out a new company to determine the issue with the GENERAC. This was in Dec because Beaches never came back out. The company is GenCo ** LLC *************************************************************************** *************. They came out on 13Dec22 and then we received the bill for $308. I explained to the ************* that GENERAC needs to pay for this as they scheduled it. We were not provided any documentation and have not heard from them either GENERAC or GenCo. I have called and left messages at GENERAC and no one calls me back from GENERAC. I have all the dates and we still do not have a generator that works. At least no one has told me it works. I just want a new working generator!!

  

  Business Response

  Date: 03/22/2023

  Hello, 

  The employee this consumer was working with is no longer with Generac. We have set her case up to be reassigned tomorrow the 23rd, with a resolution to be offered to her by end of business week.

  Regards,

  Generac

  Customer Answer

  Date: 03/22/2023

  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 

  Hello. They have not resolved the issue. They have simply stated they will do so by the end of the week. Once again my case has been reassigned because the person working is no longer there. I would very much like to hear their response by the end of this business week and then decide if their resolution is acceptable. 
  
  Regards,
  
  *****************************

  Customer Answer

  Date: 04/04/2023

  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.
  
  Consumer has not heard back from the new assigned representative, ******, as of yet. She was supposed to hear from her last week with resolution. When will she hear from her?

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

  Customer Answer

  Date: 04/17/2023

  I have not heard from them either. Now what do I do. I simply do not understand why this is so hard for them to advise me what they are doing.

  

  Business Response

  Date: 05/22/2023

  Hello,

   

  This consumer has been in communication with another agent, who confirmed with them that the unit is operational, however that the installation was not completed correctly. We have sent this consumer documentation outlining the flexible fuel line that was missing and the fuel regulator being installed too close to the unit need to be corrected. 

  Their case was closed on 5-9-2023.

  Regards,

  Generac

• Initial Complaint

  Date:01/16/2023

  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 purchased a brand new 48 KW Generac generator in the fall of 2020 from an authorized Generac dealer. It was installed and within a few weeks started generating an error (code ****) which mean that it would not automatically start during an outage. Over the course of the past three years I have had three certified Generac dealers attempt to address this issue, always under the direction of Generac. They have replaced many parts and conducted well over 10 repairs on the unit. However the same issue (code ****) is still occurring. In fact this happened on Christmas eve morning 2022 at 7am when there was a power outage and the generator did not start automatically. I was told by the latest dealer (Genserve) that I should contact Generac directly because they listen to customers more than dealers so that is what I did. However much to my dismay Generac has been completely tone deaf to this matter and rather than acknowledging that this is clearly an issue that cannot be resolved given that it's been more than three years and multiple repairs, they are saying they need to conduct more diagnostics. This is clearly a stalling tactic to get me to forget about this issue. At this point it is clear that the unit is defective and needs to be replaced.I would like Generac to replace the unit with a brand new one that is not faulty since the one I have is clearly faulty and cannot be repaired. I have paid tens of thousands of dollars for a standby generator to give me and my family peace of mind but I do not have this at all...

  

  Business Response

  Date: 01/25/2023

  Hello,

  Generac is in receipt of this consumer's complaint. We would encourage this consumer to contact Generac's customer support team regarding their request for a replacement unit.

  Regards,

  Generac

  Customer Answer

  Date: 01/26/2023

  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.
  
  Despite there having been mover twelve documented repair attempts by Generac authorized dealers under Generac's specific instructions, Generac is not in fact offering to replace the faulty unit but rather is insisting on conducting another diagnostic.  They are just dragging this out purposefully in an attempt to just get me to quit asking for a replacement and accept the faulty unit.  
  
  Regards,
  
  ***************************

  

  Business Response

  Date: 03/01/2023

  Hello,
  

  Generac is in receipt of this consumer's complaint. We would encourage this consumer to contact Generac's customer support team regarding their request for a replacement unit.
  

   

  Regards,
  

  Generac

• Initial Complaint

  Date:01/12/2023

  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 generator April 9, 2021 with Double your Power Promotion. Applied for inverter generator promotion, was approved, but never received. This issue had been lingering for over a year and through many customer service contacts. ********************** case number ******* should include all of the documentation necessary and has been denied because of the lack of the older model inverter generator for the promo. I would like to receive the newer model inverter to satisfy the promotion.

  

  Business Response

  Date: 01/25/2023

  Hello,

  This consumer has been in communication with Generac's customer support team beginning in October of 2022. It was explained to this consumer that he made his purchase through a non-authorized party in order to qualify for this promotion.

  Regards,

  Generac

  Customer Answer

  Date: 01/26/2023

  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.

  I am not aware of the dealer not being approved.  I provided a receipt from the authorized dealer with the promotion listed on the receipt.  I also have an email dated August 16, 2021, stating that my promotion status was approved, yet Generac still denies the promotion.
  
  Regards,
  
  *****************************

  

  Business Response

  Date: 03/01/2023

  Hello,
  

  This consumer has been in communication with Generac's customer support team beginning in October of 2022. It was explained to this consumer that he made his purchase through a non-authorized party in order to qualify for this promotion.
  

   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.
  
  I have been in contact with Generac about this issue since before October 2021.  Why would Generac take over a year to advise of a problem with honoring a promotion.  Furthermore, I still have a promotion approved email.
  
  Regards,
  
  *****************************

• Initial Complaint

  Date:01/04/2023

  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 generator from Generac. 8 months after installation, my generator malfunctioned on the 1st power outage. The generator has a 5 year warranty.The Generac dealer who did the installation returned to make an assessment. He stated that he would order a part and return in about 2 weeks. When he returned, he stated that he had ordered the wrong part, but would return later for repair. After he returned, he stated that his diagnosis was incorrect.For the next 1 1/2 months, we had conversations, but nothing was ever resolved. After 3 months, no further contacts could be made to the dealer. To date, nobody has been able to contact the original Generac Dealer. Then I contacted Generac. A case: # ******* was opened.I was instructed by my case manager at the time, *************************** to select another Generac Dealer for the covered repairs. From the list, I chose: The Generator Store *************) They came by and assessed the situation. They sent all the requested information and photos that Generac requested.But they (Generac) would not approve the repairs. Every service provider mentioned in the complaint are Generac approved Contractors or Dealers. Over 3 months elapsed and on approximately December 27th, Generac closed my case and denied the repair request. (Letter Attached)I still have to pay the remaining balance on the generator and now I have to pay out of pocket for a repair- because Generac will not honor their own warranty.I tried to file an appeal, but I was not allowed to do so officially. The Resolution Specialist and her Supervisor informed me that I could verbally request a review and they would review the facts, if they deemed it worthy.However, ************** stated that the decision would almost undoubtedly stand as a denial. As of the time of this complaint, I have not heard any additional reply or response from Generac.

  

  Business Response

  Date: 01/06/2023

  Hello,

  We are in receipt of this complaint, and have forwarded it to the resolution specialist this consumer is working with for follow up.

  Regards,

  Generac

  Customer Answer

  Date: 01/06/2023

  [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 am not saying that the response is satisfactory because I am awaiting a response! I am accepting the response because they have agreed to send it back to the original Resolution Specialist who made the decision and would not follow up with me after I tried to appeal the decision. My actual reply can only be made after she has made a decision. I want to Thank in Advance the BBB for attempting to have both parties reach a fair and just outcome.
  
  Regards,
  
  *********************
  

  Customer Answer

  Date: 01/19/2023

  [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. 

  After a lengthy, but respectful negotiation process with Generac, we reached an agreement that was mutually acceptable to both of us.

  
  

  I am very grateful to everyone involved in these discussions and negotiations, including the Generac Resolution Department.

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

  
  

• Initial Complaint

  Date:01/01/2023

  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 Generac generator and used a short time. The warranty expired but I had minimum hours on the run time. The alternator burned up (reasons unknown) while it was sitting for a 1/2 season. The repair shop told me there is no reason why it is malfunctioning. The manufacturer says it is past the warranty time limit. The problem is I only have a maximum number of **** hours on it. I believe they should stand behind their product and replace the part. The malfunction is clearly due to a faulty alternator. Can you help me achieve satisfaction from a company taking advantage of a customer.

  

  Business Response

  Date: 01/06/2023

  Hello,

  This consumer has been set up with consumer escalation case 8000017549, and will be contacted by a resolution specialist in 2-3 business days.

  
  Regards,

  Generac

• Initial Complaint

  Date:12/28/2022

  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 22KW whole house standby generator on 11/26/19 for $8,444 that came with a seven year warranty. On December 17, 2022 my clothes dryer would no longer work which necessitated my having to request a service call. The service person informed me that my dryer no longer had an electrical supply and that I needed to engage an electrician to diagnose the issue. The electrician discovered the issue was due to a faulty Generac load management module which was hooked into the same circuit breaker as my dryer. He was not qualified to work on the Generac module which necessitated my engaging the contractor who installed the unit. The contractor replaced the malfunctioning module and the second module as it too was showing signs of heat damage and would eventually fail. He remarked that Generac changed the design of the modules due to issues of overheating and failure and hopefully would last longer. Unfortunately, the warranty on the modules is only good for one year so I am now faced with a service bill for the replacement of the defective modules in the amount of $386.70. I feel that Generac was aware enough of the issue to redesign the modules and should be responsible for the replacement cost of the defective units. I have not yet received bills for the other service calls I had.

  

  Business Response

  Date: 01/03/2023

  Hello,

  Generac did make changes to our smart management modules and did communicate with this all of our dealerships. They have been aware for over a year, that if any of the defective modules fail, that they are to replace them with the new ones, and submit a warranty claim to Generac, despite the warranty status of those modules.

  We would strongly encourage this consumer to reach back out to the service dealer who performed this work for them, and to contact Generac customer support if they need additional support. It is important to remember, that only a service dealership can provide warranty coverage.  

  Regards,

  Generac

• Initial Complaint

  Date:12/27/2022

  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.

  Had a solar system installed by vendor that used all Generac parts and materials. The Generacc equipment has not lived up to expectations and was GREATLY overhyped when sold. Have never gotten return on investment that was explained through GENERAC manuals. Battery system is GARBAGE and did not provide reasoable backup during recent extended power outage. System is still under warranty but since original vendor has filed bankruptcy, Generac has never reached out to offer new warranty provider. I have already tried resolution with GENERAC **************** and did not get satisfaction. As a veteran and a consumer i am teuly disappointed in this beg namen so I cannot personally recommend GENERAC Solar Systems to anyone else.

  

  Business Response

  Date: 01/02/2023

  Hello,

  We would like to encourage this consumer to contact Generac's clean energy customer support team so that they may assist him.

  Regards,

  Generac

• Initial Complaint

  Date:12/27/2022

  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 very expensive portable Generac generator 12/21/2022 at 4:32 pm from Menards because a winter storm is coming and my wife needs power to operate her oxygen machine and for us to try and stay warm got the generator home unboxed it put the wheels on the generator installed the feet installed the handle filled the fuel tank 90% full of fresh clean new fuel filled the oil compartment up with oil that came with this machine made sure the on switch is in the on position made sure the fuel valve is in the open and on proper position made sure it was on level hard surface made sure the choke is in the proper position went by the book that came with this machine I tried to start it and I tried to start it for 2 hours out in the cold I tried to start it I called the Generac customer service they treated me like I am stupid I am 61 years old and have started a lot of small and large gasoline engines and they then put me on hold forever an hour and told me to take it back where I got it that is not possible I called and Menards told me that if the machine has fuel in it or has had fuel in it Menards will not take it back and not refund my money Menards told me it is Generac that is responsible for the product they put out to consumers I called Generac back and they put me on hold again and told me I would not be getting my money back. I am really glad we did not lose power becayse this machine is worthless

  

  Business Response

  Date: 01/02/2023

  Hello,

  we were able to review the recorded calls with this consumer and see that he did call in on 12/21/2022 at which point our customer support team went through basic troubleshooting with this consumer and offered to send out some smaller components that could possibly explain why the unit wasn't starting at no charge to the consumer.

  The consumer called back on 12/22/2022 and advised our customer support team that he didn't in fact fill up the oil. This consumer was advised that our customer support team had sent him parts at no charge to assist, or that he could take the generator to a service dealer to see what could be causing the trouble. This consumer advised he only wanted a refund and was correctly informed that Generac cannot offer him a refund as he did not buy this from Generac.

   

  This consumer has a manufacturer's warranty on this unit that will ensure he is not monetarily responsible for parts or labor to fix this unit should there be a defect in product or workmanship. As the has mentioned on multiple occasions he is only looking for his money back, he will need to work directly with Menards.

  Regards,

  Generac

  Customer Answer

  Date: 01/02/2023

  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.
  
  I am really glad we did not lose power because this machine is worthless  FILLED THE OIL  COMPARTMENT UP WITH OIL THAT CAME WITH THIS MACHINE  LOOK AT THE ORIGINAL COMPLAINT I AM 61 YAERS OLD AND KNOW HOW TO START AND OPERATE SMALL AND LARGE GASOLINE ENGINES ARE THEY NOW CALLING ME A LIAR    I FOLLOWED THERE INSTRUCTIONS  ENTIRELY AND COMPLETLY ACCORDING TO THE INSTRUCTION BOOKLET THAT CAME WITH THIS BOAT ANCHOR   THEY DID SEND ME A SPARK PLUG AND A FUEL VALVE AND FUEL FILTER  THAT CAME A WEEK AFTER THE THREAT OF LOSING POWER!!!     NOW THAT IT IS NOT COLD OUTSIDE AND NO  THREAT OF BEING WITHOUT POWER I WILL GO OUT AND FIND OUT IF I CAN EVER GET THIS MACHINE TO START   I WILL  INSTALL A NEW PLUG AND DRAIN ALL THE NEW FUEL SO I CAN INSTALL A NEW FUEL VALVE WICH SHOULD HASVE BEEN INSPECTED BEFORE IT WAS SOLD TO MENARDS AND BEFORE I PURCHASED IT
  Regards,
  
  *************************