ComplaintsforGenerac Power Systems, Inc.

• Initial Complaint

  06/25/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I performed a warranty for this company 10 weeks ago and they have refused to pay me. They stated that I had an outstanding amount owed to them so, they were holding the money they owed me to pay the outstanding balance. The problem is that the outstanding invoice they claimed to have against me had no customer name, address, or generator serial number associated to it. So they couldn't say as to where the money was going, just that I owed it. I'm guessing someone's pocket maybe. So, after 10 weeks they tell me that they can't issue me a check because its the end of the quarter and they can't issue it for another 2 weeks! What a bunch of crap!! Stay far away rom this company.

  

  Business response

  07/09/2024

  Good day,

  I apologize to read of the poor experience you have had with Generac. Are you a certified warranty service center with Generac? if you are I would suggest contacting your inside sales representative for further assistance with this situation. If you are not a dealer, I would be sending this to the Appeals and **************** to see why a customer has an outstanding balance.

  if you are a dealer and do not know your inside sales representative please contact ************ and follow the prompts to get the the account management section of Generac.

  Regards,

  Generac

• Initial Complaint

  06/18/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I ordered a DR ***** and brush pull behind mower, I received the mower on June 5, the delivery was incomplete, as parts were missing, that affected the mower operation. After purchasing the missing parts on my own I called DR, they said they were on back order. The first use of this machine a spring in the tensioner broke, so I called again, and they sent out a new spring, the second attempt resulted in the spring breaking again! I told them this was un-acceptable. The various time I did speak with their techs I waited on hold for a total of about 3hrs. I was told a supervisor would contact me by Monday the 17th. No contact. I also filled out a return on-line form. they have a 30 day return policy. No e-mail has been sent either. I am not certain this is the correct headquarter location. It is through the Generac corp.

  

  Business response

  07/09/2024

  Good day,

  I apologize to read of your DR ******* experience. I will send this over to DR for processing and to contact you in regards to your BBB complaint.

  I am not sure that this is the BBB account for DR but I will forward it to that business group.

  Regards,

  Generac

• Initial Complaint

  06/10/2024

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  We have bought a generator from this company through **** club. When we placed the order we were told that the Installation would be provided And that it would be at no cost. We have multiple recordings of these conversations that have been taken place Stating that we would be taken care of . As of now we are being told that they can't honor the deal that they have promised us from the beginning. This is why we bought this in the first place . The generator it's self was 6900 we bought 2 of them one for us and one for our parents. We are being told that they are sorry that we were misinformed. This is unfortunate as we are now out the 6900 plus the 7000 for installation.

  

  Business response

  07/09/2024

  Good day,

  I apologize to read that you have had a poor experience with the events surrounding a Generac product. For clarification, did you purchase this unit from a dealer or a wholesaler? Who promised installation coverage? 

  Generac has not offered the coverage of installations in the past or present and would recommend the customer reach out to the entity they have purchased the units from and resolve the promised install coverage with the 3rd party.

  Regards,

  Generac

  Customer response

  07/09/2024

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

• Initial Complaint

  06/10/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I have a portable generator 6500 watt. Original paperwork and website says 3 year warranty, year 1 parts and labor, year 2 and 3 parts only. I am in year 3. Took to have serviced Generac told repair shop only 2 year warranty. Called their so called owner support 5 times was told I would get a call back 3 times, never received any call back. Seems like a simple fix with having original warranty paperwork and website showing same as my paperwork.

  

  Business response

  07/09/2024

  Good day,

  I apologize for the experience you have had with the dealer network and the warranty process. I have forwarded this complaint to the Appeals and **************** to contact you in regards to the unit and its warranty coverage.

  Regards,

  Generac

  Customer response

  07/09/2024

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

• Initial Complaint

  05/30/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a General Generator XT8000E. I went to use it during a power outage and noticed that it is producing 180 volts instead of 120. I called the company to ask how to adjust this and they said I would need to take it into a repair shop and get it fixed. This machine has 20 hours on it and has only be ran ***** minutes every few months just to keep everything working. Now I am having to pay a repair shop to fix this generator that clearly was not setup correctly from the manufacturer. I think they should repair or replace this item as it is clearly an issue from the manufacturer.

  

  Business response

  06/24/2024

  Good day,

  I apologize for the experience you have had with the portable generator and will be forwarding this over to the Appeals and **************** for further assistance. I understand you are requesting coverage of the repairs done for the unit.

  Regards,

  Generac

• Initial Complaint

  05/29/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Generac 24kw home standby Generator installed by Generator Supercenter suffered catastrophic failure with appx 10 hours run time. Warranty hassles, excuses, pictures and delays with no end in sight. Factory shipped non working "new" engine. Requesting pictures of bolts,parts as justification for their dealer network representatives to be reimbursed for any new part. Later, if parts don't line up or work. Other pictures are taken and weeks waiting to get another part that *** or *** not fix the issue. What part of a"catastrophic" mechanical Generator failure requires pictures of the non functioning parts? How does QC ship a seized engine from the factory. Why is the end user suffering for the bureaucratic process of the company warranty process. Everyone spoken to at the Generac Company is ****** concerned with procedure at the expense of efficiency or common sense. All while the purchaser is making payments and no one at Generac being able to offer a prompt amicable resolution. Case#*******

  

  Business response

  06/11/2024

  Good day,

  I apologize for the experience that you have had through the warranty process. After reviewing your case it looks like the case has been closed and all parties involved have reached a resolution to your concerns with the Generac generator. I appreciate your patience that you expressed through your case and hope you have a great experience with your new Generac generator.

  Regards,

  Generac

  Customer response

  06/15/2024

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

  Hello.
  We believe the businesses involved worked hard to arrange with each other, the replacement of the product on 6/10/24. We were informed verbally, that we would be courteously provided with a 10 year warranty for this unit (as advertised for new generator purchases). Our calls and texts on a few occasions to follow up; simply informed us  that they are still in the process of working to arrange this. We are waiting for documentation to reflect they intend to honor this commitment. We feel confident they will come through with this. However; given that the generator was installed 5 days ago and this was not immediately reflected on their MobileLink application when registering the new serial number. We would like to make sure this actually occurs, before we feel comfortable closing the case.

  Thank you.
  Regards,
  
  *************************

  

  Business response

  06/26/2024

  Good day,

  After reviewing your case, Generac reflects that your unit has a 10 year warranty and the new warranty expiration date is 6/9/2034.

  Regards,

  Generac

  Customer response

  06/27/2024

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

  We would like to thank the Generac case manager, the Generator Supercenter, the Technician and the BBB; for working collaboratively to resolve our Family's concern with the products' unexpected damage. Also; by providing assurance and commitment, that our investment in their products and services were appreciated and valued.

  Thank you
  Regards,
  
  *************************

  
  

• Initial Complaint

  05/29/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a Generac Model G0072101 from a Generac dealer and had it installed on 10/20/23 and on 10/24/23 received a charger warning. The generator is not charging the battery and the battery eventually dies. I replaced the battery after contacting Generac customer support on 10/25/23. The issue did not resolve. I contacted a different local Generac technician and he has made 5 trips to my house and consulted with GENERAC technical support every time, Generac has replaced multiple control boards and the issue remains. It was escalated to the "resolutions team" ******************************* and she contacted us telling us she would review the case and call us back - she has not called us in the last 3 weeks. I had a different agent call us on 5/21/24 and promise a call on 5/24/24 to arrange a 6th visit by a technician, but did not receive a call. This $12,000 generator has sat dead for over 8 months and Generac is non-responsive to our issue of the *** generator they sold us. Generac is also unresponsive to the technician company inquires as well. I have uploaded an entire status history from the date of install showing multiple charger faults.

  

  Business response

  06/11/2024

  Good day,

  I apologize for the experience you have had with your Generac product. I understand that there have been multiple trips out to your unit and that your expectation is a working product. I apologize to read that Generac has provided poor communication on your case. I will forward this over to the Appeals and Grievances specialist working your case to assure they contact you within 1-3 business days. I will also forward your BBB complaint with it.

  Regards,

  Generac

  Customer response

  06/11/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  Generac has done nothing - they sent a technican out for a 6th time and they found nothing wrong, except the charging error continues. Generac continues their tradition of poor communication trying to ignore the customer until tehy file a law suit or go away. And I know of at least one other brand new generator having the same issue.
  Regards,
  
  *********************

  

  Business response

  06/26/2024

  Good day,

  After review of your case, it looks like Generac is in the process of replacing your unit and the dealer you have suggested is in communications with Generac for planning or acceptance of the replacement unit.

  Regards,

  Generac

   

• Initial Complaint

  05/21/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Generac installed a complete solar power system in our home and it has never worked correctly from day one can no longer get a hold of Generac the numbers have been disconnected or are associated with a completely different type of company all together their solar systems are junk they don't generate enough power to even light a flashlight and the batteries quit charging 6 months ago and the power cells that they installed I expect 100% total satisfaction or I want the entire system removed my ****** reimbursed and my roof replace

  

  Business response

  06/11/2024

  Good day,

  I apologize for your experience with your Generac ************ product. To clarify within your complaint, Generac doesn't manufacture solar panels and does not install customer **********************. Usually, a third party dealer/installer is the actual installer of the Generac product.

  That being said I understand you are requesting a working system or the reimbursement of your product and will forward this request to Generac ************ Solutions group for further assistance. Please expect communication with a specialist within 1-3 business days. 

  Regards,

  Generac

  Customer response

  06/21/2024

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

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

  

  Business response

  06/27/2024

  Good day,
  I will forward this update to the ************ Customer *************** for further assistance with the case. I understand you want a working product or a refund.
  Regards,
  Generac

• Initial Complaint

  05/18/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  my solar system has only worked for one month in the last 2-yrs right now i am showing 2-lockout links on my solar system i called generac on friday may 17-2024 and left them my call back number and again they never called me back this isn't the first time i paid $85,000.00 for a system that hasen't worked right from day 1 after reading on line about my problem it seems that generac knows about this issue but has done very little work to resolve it

  

  Business response

  05/31/2024

  Good day,

  I understand you are experiencing some issues with your Generac ************ product. I will forward this complaint information to the ************ Customer **************** They will be able to assist further with finding a dealer, troubleshooting, and all around diagnostic of your current system and what repairs may need to be done to get your ************ system up and running. Please expect communication within 1-3 business days.

  Regards,

  Generac

• Initial Complaint

  05/18/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I purchased a Generac generator from ***** Services in ***************, ** on 6/29/22. The unit was installed but has never worked properly from day one. ***** has done everything possible per the Generac technician to resolve the problem(s) but to no avail. I contacted Generac's ********************* as was assigned case number **********. At first they were very responsive in trying to help. After repeated emails and phone messages to *************************** she has not responded since early March, 2024. I contacted her supervisor and he called me on 4/6/24 and said they would get another technician out to run diagnostics on the generator. Since that date I have not heard from anyone regarding this issue. My generator has not started nor run since February, 2024. I cannot reach anyone at Generac that will help with the problem. All I want is the generator to work properly and if it won't for them to replace the unit and get what I paid for.

  

  Business response

  05/31/2024

  Good day.
  
  I apologize for the poor communication you have had with the Appeals and ***************** After reviewing your case it looks like a dealer in your area was provided documentation to complete with the diagnostic of the unit on 5/24/24. I will send this complaint to the specialist working your case to document and contact the dealer to assure they are communicating with you as the customer on an expected date of diagnostic.

  Regards,

  Generac

  Customer response

  06/03/2024

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

*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. ↩