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: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 was parked downtown vinton for a hair cut. I had just gotten into my truck to leave, when a service truck for Generac got close enough to my truck his mirror hit my mirror. The contact was hard enough that it folded the mirror of his van in, and left a scrape on mine. Shortly after this happened the driver drove off after making eye contact with me. I then followed him to address he was working at and tried to talk to him but he was not willing to have a conversation with and proceeded to fix his mirror and ignore me.

  

  Business Response

  Date: 01/02/2023

  Hello,

   

  We are sorry to hear this consumer had an experience like this, and would recommend they contact the company involved with this altercation.

  Regards,

  Generac

• Initial Complaint

  Date:12/21/2022

  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 paid for an extremely expensive battery backup system for our solar panels. Barely a year later, it has stopped working. I have been dealing with Generac's customer service department for almost 5 weeks and have NOTHING to show for it. They told me where to find the list of local dealers that could come and fix it, but after several calls (and more than a week), the local dealer finally got back to me and told me that they were NOT qualified to work on our system. Back to Generac customer service, where I got the one and only decent help. He called around and found me a local dealer who agreed to work with me. That person never called as promised, never returned my calls. Back to Generac customer service. They were extremely rude and extremely unhelpful. 5 weeks now and nothing - and based on the last conversation, they have no intention of trying to help. In addition, over the past year, I have tried several times to set up a time of use program, which only they can do. It was not until working with the one and only great guy that they finally did it correctly. Their customer support is horrible! I want my extremely expensive and extremely new system fixed now.

  

  Business Response

  Date: 12/27/2022

  Hello,

  We are in receipt of this consumer's complaint and have escalated this to the resolution team. A member of the resolution team will be in communication with this consumer within 24-48 business hours. The case number for this interaction is: 8000017366.

   

  Regards,

  Generac

  Customer Answer

  Date: 01/04/2023

  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.
  
  The message that I received had a number in the phone number that I could not understand.  When I try to find my way to anyone that can help me, I end up in a 50 min wait time, and have yet to reach anyone.

  I have spoken to Wind Turbines of **** who came on 12/22 and found that the problem was a bad fuse.  He, to my knowledge, has not even tried to get the part for us.  He said that he would call on 12/23 and again on 12/29, but there has been no indication that he has even tried to get the part. According to him, we should be happy that our system is working at all.  So apparently we have gone from low priority to no priority.  And my repetitive questioning of when our part would be in (4 times in the last 2 weeks) has annoyed him and he is refusing to fix our system now.

  So we are back at the start.  It has been 6.5 weeks.  All I need is a fuse, but no one will come help us.  And I can't get hold of Generac.  This is definitely not resolved.

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

  

  Business Response

  Date: 01/06/2023

  Hello,

   

  Please return your resolution specialist's call at **********************

   

  Regards,

  Generac

• Initial Complaint

  Date:12/19/2022

  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.

  Our solar panels are not working properly. GENERAC HAS NOT REPLACED THE DEFECTIVE PARTS. WE ARE WORRIED OUR HOME WILL BURN BECAUSE OF DEFECTIVE PARTS

  

  Business Response

  Date: 12/27/2022

  Hello,

  Generac does not manufacture solar panels, however we would encourage this consumer to contact our clean energy customer support team ************** ) for further assistance with their concerns.

  Generac

• Initial Complaint

  Date:12/19/2022

  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.

  The equipment was completely installed february of 2022. Soon after the system stopped working correctly. After 6 months of contacting they finally sent someone to repair the system in August. In September the battery for the system stopped working and now 3 months later I'm still trying to get someone to come repair it. The system has cost 65,000$.

  

  Business Response

  Date: 12/27/2022

  Hello,

  This consumer would need to contact ************ and speak with *********- regarding Customer Support case # *******. He would be able to provide updates to the status of the repair date.

  Regards,

  Generac

• Initial Complaint

  Date:12/15/2022

  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.

  Hi I had a 20 kw Generac generator and unfortunately got on fire on December 2nd when I was at work and dont know how it burned down to charcoal. I have opened a case# ******* with the customer service to see if they come for investigation. Unfortunately after two weeks of waiting they said they are not going to do so because I did not purchased it myself and it was on the house I bought 4 years ago!! I dont have warranty on it and dont expect them to cover the replacement expense since my insurance company will do most except the deductible. I didnt expect this good company to respond like that. Their might be a common issue on their products they could see and if that was the case I would only expect them to cover my deductible only!

  

  Business Response

  Date: 12/27/2022

  Hello,

  We are in receipt of this complaint and would like to apologize to this consumer. This is absolutely not how this consumers' complaint / call should have been handled. We have set up a consumer escalation ( resolution case 8000017364 ). This consumer will be contacted by a member of the resolution team Wednesday, the 28th of December.

  Regards,

  Generac

• Initial Complaint

  Date:12/15/2022

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We ordered a 14kw Generac Generator with provider ************** We pay with check full amount on January 27 2022 We have yet to see the generator The provider claims he having issues obtaining it from Generic I tried calling Generac get put on hold Our luck finally ran out We had heavy snow storm no power and $4980 later

  

  Business Response

  Date: 12/27/2022

  Hello,

  This consumer is urged to contact Generac Customer Support at ************ for further assistance. Generac will need for the consumer to have the order number ( obtainable from her place of purchase ) in order for Generac to locate the order. Generac will not be able to locate any information or assist this consumer without that number.

  Generac.

  Customer Answer

  Date: 12/27/2022

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. 
  
  Regards,*********************
  
  *********************
  

• Initial Complaint

  Date:12/13/2022

  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 solar electric system in 2020 from a company which has now gone bankrupt. In July of 2022, half of our system stopped functioning due to a Generac part failure. At the beginning of Sept, we were told due to some firmware update, we were locked out of our entire solar electric system. The original installer company had us scheduled for a repair on Sep 9, but a week or two before the repair date, they emailed us stating that Generac would be taking over repairs and that anyone who already had a repair scheduled would be contacted shortly. The Sept 9 date came and went with no contact from anyone. My husband then initiated contact with Generac, reference number *******, to see about getting a new repair date scheduled. After many weeks of being told to remain patient we were finally assigned to Nova Source and given a repair date of Nov 15. On Nov 15, a crew of two guys did come out to our house, but they did not do the repair due to rainy weather. I asked for a number to contact to reschedule, but they told me that I would be contacted within a week or two. No one ever contacted us, so we again reached out to Generac. On Dec 1, I was told that someone would contact me within 72 hours to address my concerns. No one contacted me, and I have emailed again since then. We would love to have a resolution to this issue. It has been five months since our system quit functioning. We have been in contact multiple times, and if we receive any response, it is always just to continue to be patient. We have been very patient, but meanwhile we are making monthly payments on a solar electric system that is not working, which means we are also having to pay an electric bill that we wouldnt be paying if our system was working. Thank you for your attention to this matter.

  

  Business Response

  Date: 12/27/2022

  Hello,

   

  Generac has reached out to NovaSource to request an update on the status of their return site visit. We urge the consumer to contact them directly as well.

   

  ****************************************************************; **************************************************** ***************************************************************

   

  Regards,

  Generac

  Customer Answer

  Date: 12/27/2022

  [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. 
  
  We currently have a new repair date scheduled for January 12, 2023. I will be back in touch if anything prohibits this repair from being successful. 
  
  Regards,
  
  ***************************
  

• Initial Complaint

  Date:12/10/2022

  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 bought a generator and solar system from Generac. I bought the solar system through a company that was fine. The generator came through another company. The purchase date was 4/1/2021. I received the generator on 10/2022. It was suppose to be installed by the dealer and he refused. I purchased a battery oil heater and battery heater with the generator. I did not receive the battery, or battery heater. I have talked, texted and went to the dealer to get these items. All I get is a run around. I called Generac, again the run around. I want the battery and battery heater asap. I paid for them. OR they can send me the money of what the replacement for these items are. The dealer from ******* ** is ********** Electric *************************************

  

  Business Response

  Date: 12/27/2022

  Hello,

  Generac is in receipt of this complaint, however it appears the issue is with a private independently owned and operated business. We strongly urge the consumer to follow up with them directly for any products they paid for and have not received.

  Regards,

  Generac

  Customer Answer

  Date: 12/27/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  [Please type your response here.]
  
  Regards,
  
  *****************************
  
  
  
  
   I used the dealer provided by Generac. I do not pick the dealer Generac does. Under this logic, if I bought a **** car and the dealer was horrible I did not rectify the situation. **** would make it right. I believe Generac has the responsibility to correct this. I spent 20 months of back and forth with the dealer Generac provided. I still have yet to get the generic battery and battery heater. 
  
  Generac sent me an email of dealers in ******* ******. Horrible customer service! Do they even try?
  
  
  I did find a new dealer, not from any help from Generac, just by a fluke. He seems to be good. Still dont have parts, still waiting on wifi to register. 
  
  
  
  *****************************

• Initial Complaint

  Date:12/07/2022

  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.

  My Generac whole home generator required two (2) "load shed" modules to be installed.BOTH of these failed due to "burn out" after ***** months of operation and I had to pay to replace them.It was evident at that time that the circuits were not designed to handle routine load and that's why the failed (burnt circuit boards...).Generac knew there was a problem and actually REDESIGNED those modules to be normally closed installed of normally open.All that did was to change the failure mode.Well, two weeks ago I lost power for 2-3 seconds and guess what ????One of the "load shed" modules burned out (again) !!!Why ???Because Generac STILL has NOT designed their circuit to handle a simple power spike due to power loss.....I request reimbursement for the cost of the two modules I already had to replace AND INSIST their engineers design a circuit that can handle surges associated with typical power failures.It's ridiculous to think that I bought a generator to protect against power loss and the circuits associated with that generator can't survive a simple power failure.In essence, the very power failure that I paid to protect from is breaking my system.NOT what I call a great result.

  

  Business Response

  Date: 12/27/2022

  Hello,

  Generac was made aware of a common failure with some of the SMM's. We have re-designed them and have been covering these specific units under warranty. All service dealers have access to this information. If this consumer has one or multiple of these modules and that module was not replaced with a newly designed one- then they would need to discuss with their service dealership.

  Regards,

  Generac

  Customer Answer

  Date: 12/27/2022

  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 stated in my original complaint, I already replaced BOTH of the original modules with newly designed modules at MY cost.

  The original modules were Normally Open (with normal power activating them).
  The redesigned modules are Normally Closed with fault condition opening them.
  Not only did the original two (2) modules fail but one (1) redesigned module also failed.

  I had contacted my dealer when the original modules failed and was advised they were out of warranty and that is why I paid to replace them to begin with.

  And, now, the redesigned module that I paid for out of pocket has also failed.

  This is unacceptable.

  Generac needs to redesign this module so that is survives ordinary power spikes and fluctuations or it is useless and defeats the entire purpose of having a whole home generator.

  
  I again, seek restitution of my costs and redesigned modules that survive routine power spikes and fluctuations.
  I can provide receipts, pictures and failed modules for analysis if required to accomplish this.

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

  

  Business Response

  Date: 01/02/2023

  Hello,
  

  Generac was made aware of a common failure with some of the SMM's. We have re-designed them and have been covering these specific units under warranty. All service dealers have access to this information. If this consumer has one or multiple of these modules and that module was not replaced with a newly designed one- then they would need to discuss with their service dealership.
  

  Regards,
  Generac

  Customer Answer

  Date: 01/11/2023

  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.
  
  So far, all you have done is reply with your CANNED answer.

  How about replying to MY complaint and MY requests ???

  In summary, I paid to replace two of your originally designed modules when they failed.

  The redesigned modules I paid for have ALSO failed.
  

  I seek reimbursement for the cost of those two original modules an an EXTENDED FREE warranty on the replacement modules.

  GENERAC has failed to demonstrate that you have control of or fixed this problem and until that happens, you should bear the costs associated with these failures.

  
  
  

   

   

   

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

• Initial Complaint

  Date:12/04/2022

  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.

  Initial Complaint 08/01/2022 Complaint Type:Problems with Product/Service Status:Resolved More info Valley Solar installed panels and Generac battery in May of 2021. The expectation was greater independence from the electric grid and lower or no electric bills. According to ****************** at Eversource Smart ** program, for months now, there hasn't been power to the production meter, and that the panels have been overproducing. last month ************ replaced defective parts from under the panels and replaced a breaker. I've been receiving hundreds of dollars in electric bills from eversource because of this. ************ stated that Generac is having issues with their products, but the contract and installation was with ************.December 2022. System has been working in an inconsistency manner. Not reporting to the electric grid. Error messages about the power cell. Please fix this.

  

  Business Response

  Date: 12/09/2022

  Hello,

   

  We would encourage this consumer to contact our customer support team for further assistance.

  Regards,

  Generac