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:09/29/2022

  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.

  A stand by generator(Generac serial number *********** was installed in October, 2021 and I noticed the generator didn't work when there was power outage in my town in July 25, 2022. The dealer Zgen Power, refused to repair the machine without extra cost because the damage would not be covered under warranty. He was saying it was damaged by lightning. I have doubts about the chances of being hit by lightning and he wasn't there to witness the lightning. I purchased the machine to have back up power in bad storm but if the machine can't stand for bad weather itself, there is no point of paying more than $10,000 and I paid extra $300 per year to maintain the machine. I contacted the Generac company and they refused to help if 'act of God's matter, then warranty will not cover the problem. I had to pay $977.71 to repair because I didn't want to be without power before hurricane season comes.

  

  Business Response

  Date: 10/12/2022

  Hello,

  Generac Power Systems, Inc. does strive to provide the best product and service possible. While our products are primarily intended to offer calm and protection during outages of any kind, our warranty covers that which we can control. Manufacturer's warranties cover manufacturing failures, not acts of God, such as a lightning strike.

   

  Regards,

  Generac

  Customer Answer

  Date: 10/12/2022

  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.
  

  No one witness the lightning strike and no sign of ligtning strike damage on the generator. How could only one specific part of machine be damaged from lightning strike?

  [Please type your response here.]
  
  Regards,
  
  ***********************

  

  Business Response

  Date: 10/19/2022

  Hello,
  Generac Power Systems, Inc. does strive to provide the best product and service possible. While our products are primarily intended to offer calm and protection during outages of any kind, our warranty covers that which we can control. Manufacturer's warranties cover manufacturing failures, not acts of God, such as a lightning strike.
  
  Regards,
  Generac

  Customer Answer

  Date: 10/21/2022

  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.
  
  There was no sign of lignthning strike nor any witnesses.  There was no proof of act of God as Generac stated.   One of the part was defective.  I am wondering whether the company keeps refusing warranty coverage if the machine is not working again because of poor quality of their product.  They sold a defective machine and now refusing to fix under warranty.   This is not fair after spending more than $10,000 to install this machine.

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

• Initial Complaint

  Date:09/27/2022

  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.

  Power Home Solar, now ************ installed Solar panels on our home in PA on December 23rd of 2020. We began reporting issues with production in early 2021. We were told then Power Home Solar was waiting on permission to operate from my electric company, West Penn Power. West Pen Power didnt receive the request for permission to operate until February 1st, 2021. The meter and permission to operate was given February 2nd, 2021. Then, we immediately questioned production as it seemed a little low for the hours of sunlight received. We were treated very poorly by customer service agents who seemed concerned only with convincing us our panels were functioning as they should be. When it became a bigger issue in late 2021, we finally had someone listen to us and they sent someone out on December 21st, 2021, to replace what they called our PV links. During the almost one full year between installation and repair, our production went from the 500 - 600 kWh/month to a 0-100 kWh/ month production level. The issues with production started again only two months after the December 2021 fix. At the time, we were offered reimbursement for our monthly payments up until that point and were promised we would be reimbursed in the future, we would just have to wait until 2022 until a full production analysis could be run by Power Home Solar after a full year of having then installed. They came out again on January 10th, 2022, again to replace what they called PV links. This changed nothing. Nothing was fixed at this time. On April 11th, 2022, *********** replaced what they said were my PV links again. In May 2022 we saw our first month of full production at 634 kWh/ month. This, unfortunately, did not last long. June of 2022, we saw a little over 600 kWh. July, we called for low production (469 kWh for the month) and *********** came out to replace our PV links again on July 14th, 2022. We had one good month in August at 605 kWh/month. Generac refuses to diagnose the problem.

  

  Business Response

  Date: 10/17/2022

  Hello,

   

  Generac is the manufacture, and does not participate in installation, direct diagnostics, or repair of product. Diagnostics are completed by authorized service dealers in the field.

   

  Regards,

  Generac

  Customer Answer

  Date: 10/17/2022

  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.
  
  My Generac warranty would cover an issue with Generac equipment. Im confused because someone set up an appointment for someone from Generac to come help diagnose my system. This response is unacceptable. Generac promised they would send someone out to diagnose the system on October 20th and in this response claim no responsibility. I paid $20,000.00 for a solar system that does not work. It previously failed in the same way when Snap RS units melted on our roof. The installer has gone out of business and Generac is refusing to diagnose the system to see if it is something that would be covered under their warranty. There are instances where homes have burned down. My home almost burned down due to melted Snap RS units. This is beyond deplorable.  
  
  Regards,
  
  *************************

  

  Business Response

  Date: 10/26/2022

  Hello,

   

  As the manufacturer, Generac does care about the customer experience of our consumers, and would urge you to use the link above to contact a service provider in your area to complete any necessary repair to your system. This consumer is welcome and encouraged to reach out to our clean energy customer support team or utilize the dealer locator on our website for further assistance with any repair.

   

  https://www.generac.com/dealer-locator.aspx?category=1

   

  Regards,

  Generac

• Initial Complaint

  Date:09/26/2022

  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.

  We had solar panels and a Generac system installed for our home and barn by Power Home Solar, now known as *********** in Oct 2021 for $68,000. After months of delays by ************ the system was working from apx February to July 2022, at which time the Generac system locked out because of faulty parts, ****'s words. Generac failed to respond to several attempts for information about repairs. I finally received an email directing me to Nova Source for repairs. The problem is the replacement parts are the same defective Generac parts. Nova Source doesn't respond either. ****'s attempts to correct Generac's faulty product has caused them bankruptcy. Apx ****** customers of theirs in the 15 states they serve are in the same expensive mess we are. Our income is limited now in retirement and we can't afford to absorb this mess they won't address. I want a reimbursement for their system because there is indication they knew parts were defective. I have no way to upload my contract and warranty . I've filed a complaint with the ******* Attorney General and am going to contact the bank the loan is through to seek their recommendations. Generac is the source of this problem. They should have issued a recall at the very least. I can't imagine how many customers are effected country, or even World wide.

  

  Business Response

  Date: 10/17/2022

  Hello,

  We are sorry to hear this consumer is having concerns contacting NovaSource for their service visit. We would encourage this consumer to call into our customer support clean energy line, as they have recently created a consumer path directly to resources at NovaSource.

   

  Regards,

  Generac 

  Customer Answer

  Date: 10/20/2022

  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,
  
  *********************

  Customer Answer

  Date: 10/30/2022

  I've lost all confidence in this company. Why should I believe the repair will be better than the original?! I much prefer a different company for our needs. We've been gone on vacation the last month and I just saw this. I hope it isn't to late.

  

  Business Response

  Date: 11/10/2022

  Hello,

  Generac as the manufacturer does warranty any component that is deemed to have a defect in product or workmanship, through an extensive dealer network. Any consumer who is having difficulties with their product would need to work with our customer support team in order to be set up with a service site visit 

   

  please contact: ************ for a direct line to all Generac consumers who are directly impacted by *********** / Power Home Solar issues.

   

  Regards,

  Generac

• Initial Complaint

  Date:09/26/2022

  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.

  In February **************************************** contact with your local dealer - ******************- to buy and install a PWRcell inverter and PWRcell batteries to upgrade our old SunPower installation. These equipments were installed in April and registered with Generac on 04/26/22....But since these date the dealer has encountered a numbers of issues - replacement / upgrades go of Snaps / power links devices, Inverter software problems......that have required your company technical assistance on the phone and finally in June the visit on site of one your tech Support engineer who was able to make the installation worked at 80% capacity...but only for a few days. After 6 months the installation is still not operational -0 KWh solar production- while I am paying the unplanned expensed of losing 6 month of Solar production and no operational backup during the August power outage.We asking for YOUR ASSISTANCE AND GUIDANCE TO ENSURE THAT THE CURRENT DEALER...OR someone's CAN COMPLETE THE INSTALLATION ASAP.Depending of your reply we will need to decide if we need to escalate the case both from a media perspective and in last resort to legal action.Regards *****

  

  Business Response

  Date: 10/26/2022

  Hello,

   

  I was able to locate this consumer's concerns in our system. It does seem that the consumer was provided with another service center to work with, however expressed frustrations that they were a few weeks out on being available to offer service. Unfortunately this is not something that the manufacturer is able to control. We recommend this consumer accept the service visit they were offered so that their system can be reviewed, repair as necessary either from installation / defect related items and brought to an operational state.

   

  Regards,

  Generac

• Initial Complaint

  Date:09/21/2022

  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.

  We went on-line in 9/2020, with a PWRcell solar panel system with integral battery back-up. The equipment was provided by Generac, and installed by Sun Bridge Solar, our local service provider. In 3/2022, the system started to switch itself off randomly due to what is known as PVRSS lock-out errors. This continues to this day, after several attempts and updates to fix it.Generac keeps trying to blame *********, claiming possible installation errors, or lack of trying on their part. However, the real problem is a faulty product from Generac, specifically their SnapRS devices and associated PVRSS sub-system. First we were told the original Snap RS 801 units, had a problem and needed to be replaced, but they weren't available yet. Finally, the new RS802 units were installed in 7/2022. No improvement, then we were told, we also needed upgraded firmware. This was finally accomplished later in that month. Several The original problem continue, the system keeps shutting itself off. All attempts at contacting Generac and getting an answer to following simple question have failed: When can we expect Generac to provide equipment that actually works? Bottom line, we have a > $35K system that cannot fulfill its primary purpose of providing emergency power when required. During the latest safety power shut-down by PGE (local utility in ******** **), 2/3 of our solar panels were off-line. Power was disconnected from homes < 2 miles from ours for multiple days. And of course, every day the system is off-line we take a financial hit, due to lost power production.

  

  Business Response

  Date: 10/04/2022

  Hello,

   

  As outlined in Generac's warranty statement, Generac does not provide monetary compensation for consequential or incidental damages. We would however, encourage this consumer to contact Generac's clean energy customer support team to discuss any questions or concerns.

  Regards,

  Generac

  Customer Answer

  Date: 10/09/2022

  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.
  
  

  I had read and understood the Generac warranty, I did not need it repeated back to me.  My primary question remains:  Generac's PWRcell product is defective.  When is Generac going to take responsibility and fix it?    

  
  Disappointed,
  
  *********************

  

  Business Response

  Date: 10/19/2022

  Hello,

  Generac has partnered with NovaSource and ******* to assist with warranty repairs. This consumer would need to contact Generac ************ Customer support to be placed on a service site schedule.

  Regards,

  Generac

  Customer Answer

  Date: 10/20/2022

  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.
  
  

  This is very interesting, but contrary to the information I have received from ***************************************.  They have been very insistent that ALL service actions, must be taken through my local service provider/installer.  In my case Sun Bridge Solar.    

  Again, based upon the information I have received from ***************************************, they have acknowledged that the PWRcell has a system defect, and Generac is working on a fix.   As such, why would I have to notify a 3rd party to get my system fixed?  If Generac has a fix, why wouldn't a Generac representative contact me or Sun Bridge directly, and arrange the appropriate repair/upgrade?

  Generac has handled this entire issue very poorly, this last response is the latest in a long series of missteps.   A more appropriate response would have been a formal apology, notification that a fix has been identified and is now available,  and it will be installed on a specified date.   Lastly, I would expect some sort of offer of compensation for over 8 months of lost electrical production, and more importantly, the inability of the system to perform is primary mission of supplying emergency power! 

  Disappointed Again,

  *********************

   

   

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

  

  Business Response

  Date: 10/26/2022

  Hello,
  

  Generac has partnered with NovaSource and ******* to assist with warranty repairs. This consumer would need to contact Generac ************ Customer support to be placed on a service site schedule. We apologize for any inconvenience this has caused. As a reminder, Generac's warranty statement does clearly outline that we do not pay for consequential or incidental damages. 

   

  As always, our customer support team is open 24/7 to offer support.

  Regards,
  Generac

  Customer Answer

  Date: 10/26/2022

  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.
  
  

  This is a duplicate of the previous response and did not address any of the questions I listed in the last rejection.  

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

• Initial Complaint

  Date:09/19/2022

  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 system for $94,500 dollars. It was installed in May 2021. This system has been down since March 2022. Generac in my opinion is not STANDING UP WITH THERE WARRANTY. To date Im told by generac depending on who you talk to has the parts but cant find anyone to install them. Im sorry my B.S. METER is off the scale. If I wanted a new system install they would be here next week. Generac is responsible for there products. Keep in mind this has been going on since March, more than 7 months. Generac this is NOT GOOD FOR BUSINESS, get your act together and FIX my system. Generac Im surprised that a class action suit hasnt been filed yet. Again get your act together and fix my system. Regards

  

  Business Response

  Date: 10/19/2022

  Hello,

   

  We have escalated this consumers concerns ( as he is also able to do ) by contacting our clean energy customer support team. They have reached out to NovaSource to ask for this consumer to be escalated to a high priority. Further updates on this site visit are only available through the Generac Customer support team.

   

  Regards,

  Generac

  Customer Answer

  Date: 10/19/2022

  [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,
  
  *********************************

  Thank You

  
  

• Initial Complaint

  Date:09/16/2022

  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 Powercell system through *********** in August of 2021. Because of faulty parts I had issues with my system working. It was not charging the batteries and it did not work as advertised, as it is an emergency power device that should come on when I have a power outage.It was fixed and operated from November until September 3, 2022. Now my system is not working at all. I have reached out to Generac and they walked me through some steps. After I followed these steps, it was determined that I should reach out to my installer. I called *********** and they told me that I needed to call Generac as they are no longer dealing with Generac customers. Generac has told me that they currently do not have anyone in my area that will work on this product. I am now almost 2 weeks without my "Emergency back up system" that does not work and I currently pay $192 a month for. I asked if there was anything that can be done and they said "No, I will just have to wait" I do not want to throw money in the trash as I will do as times are tight and I cannot afford to pay for a system that does not work. I understand that there is a legal suit going on between the two companies, however it is the customers who have to suffer through this issue.

  

  Business Response

  Date: 10/19/2022

  Hello,
  
  
  
  Generac's customer support team is working  to help re-direct all of the consumers that were negatively impacted by this dealer's incorrect installations, damaged properties, and incomplete set *** as quickly as possible. Both NovaSource and Sunnova have joined with Generac to ensure that all consumers who were impacted by this companies business decisions, are taken care of.
  
  We encourage this consumer to reach out to our clean energy customer support team to be added to a repair schedule as soon as possible.
  
  
  
  Regards,
  
  Generac

• Initial Complaint

  Date:09/08/2022

  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 purchase a Generac Generator whole house standby unit which has been discontinued and an extended warranty for 499 dollars. I am having an issue which I have called the corporate headquarters and consumer complaints and they did nothing to help me. I was told by ******** that the extended warranty I purchased replaces the original and it has expired 4-8-2019. I said that is not what I was told when I purchased the system. They told me it would cost over **** to fix it or **** to buy a new one. I dont have that kind of money and thats why I purchased an extended warranty. So with know satisfaction I am filing a complaint with the bbb and the *** and would appreciate help with this matter.

  

  Business Response

  Date: 09/12/2022

  Hello,

  We would encourage this consumer to contact Generac's customer support team with any supporting documentation that they had purchased an extended warranty. At that point our customer support team can assist them with next steps. The consumer should reference case number 8407288.

   

  Regards,

  Generac

• Initial Complaint

  Date:09/08/2022

  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.

  defective gas tank on model RS5500 fuel gage let water into gas tank causing tank to rust it cost me around ****** for new carb.this is not the first my time i have less then 90 hrs on it i find that fuel gage vibrate while running letting water inter into tank

  

  Business Response

  Date: 09/12/2022

  Hello,

   

  It appears we do not have any documented calls under the contact number provided by this consumer. We do have a 24/7 customer support team that would be happy to discuss any requests / concerns from this consumer.

   

  Regards,

  Generac

  Customer Answer

  Date: 09/14/2022

  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.]
  they should be responable for fault gas tanks
  Regards,
  
  ***********************

  

  Business Response

  Date: 10/12/2022

  Hello,

  As we previously advised this consumer is welcome to contact Generac Customer Support Directly to discuss any questions or concerns.

  Regards,

  
  Generac

• Initial Complaint

  Date:09/07/2022

  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.

  They promised that I would save money on my electric bill, that the system would be trouble free, and that the system would work for 25 years with a warranty

  

  Business Response

  Date: 09/12/2022

  Hello,

   

  We would like to hear a bit more from this consumer so that we can properly address their concerns. Please contact our customer support team at ************.

   

  Regards,

  Generac