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:01/18/2025

  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.

  Disappointed with Generac Yesterday, 1-17-25, I called 12 of your website contacts to repair my Generac 8500 mobile generator. Not a singe one could or would offer to accept my repair need. Before this, I went to one of your units on I 35 in ******, ***** for the same reason. The door was locked but I could see a female on the phone. She would not come to let me in. For the next 30 minutes I then called the 12 contacts on your website for service, but to no avail. And the woman never unlocked the door during that time. I took my Generac machine back home disappointed with Generac Corporation.

  

  Business Response

  Date: 01/27/2025

  Good day,

  I apologize to read of your poor experience with your Generac portable unit failing to operate along with your poor experience with the Generac dealer network in your area. 

  I will have an Appeals and Grievances case created to have a specialist assist you in finding a dealer to do diagnostic work on your portable unit.

  Regards,

  Generac

• Initial Complaint

  Date:01/14/2025

  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 14KW generator. Generator stopped working due to defective internal connector. Defective connector due to manufacturing process and or connector. Generator has been off line for more then six weeks. Why? Generac states "it needs four to six week to ship out replacement parts. Great! purchase generator in case of emergency power outage. Generac the company places no priority on replacement parts. Why buy a generator from Generac if Generac cant support customer in need?

  

  Business Response

  Date: 01/22/2025

  Good day,

  I apologize to read that Generac has not shipped parts out to your Generator in a timely manner. I will have an Appeals and Grievances specialist reach out. You should receive communication in 1-3 business days.

  Regards,

  Generac

  Customer Answer

  Date: 01/28/2025

  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.
  Once again, request for replacement parts sent to Generac.  Jan. 24th received "replacement" part(s). All parts are incorrect. Wrong parts sent by Generac.   All data regarding this issue are held with contractor, Bellows Plumbing, Heating, Cooling & Electrical.  i.e. detail dates and action. I as well have kept detailed notes.

  Note: Both Bellow and Generac are first class organizations. Products and/or services.  Issues happen from time to time. How a company handles problems and corrects errors in a timely fashion is what sets them apart from the herd.  With Generac, product(s) are best in class. Customer technical support is clearly a weak point.  Poor technical support and parts replacement have plagued what should be a simple field fix.  Much field repair time and tech. serve dollars are being spent without resolution of issue.   

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

  Customer Answer

  Date: 02/18/2025

  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.
  
  

  Your question: "Have I heard from the company" I complained about?  Yes,  Received phone call from a ******** *****, Appeals & grievances specialist III.

  Impression of call. Ms. ***** came off aggressive and uninterested in my complaint.  Defensive that Generac had any issues at all.  Short call. 

  Jan 23, 2025 received letter from Ms. ***** giving actions taken by Generac.  Unfortunately, actions taken by Generac cause more delays. Why?  Each shipment of parts sent consisted of all being, wrong parts.   

  Finally, on Feb 17, 2025 parts were delivered and installed.   Well over 3 months of wrong parts shipped.  

  I received an invoice from a 3rd party repair company for labor (billable hours) to find out Generac sent the wrong parts. 

  The 3rd party company will work with Generac to sort this out. i.e. Who owes who money. 

  Make no mistake, Generac makes a great generator. Happy with the product. On the other hand, Generac technical services and parts  support is terrible. 

  Parts came to us in mismarked boxes. Generac parts inventory must be a mess.  Tech support gave unbelievable, wrong, inappropriate instruction for the field service team to follow. 

  So, in short  NO!!! I am not at all satisfied with the company's efforts to resolve the problem.  And, don't forget, there is the matter of Generac taking responsibility for labor hours spent and billed to me for shipping of WRONG parts. Over and Over again.  

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

• Initial Complaint

  Date:01/05/2025

  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 first acquired an ecobee through national grid for free. Prior to my acquiring it I contacted ****** and asked if it would work with my system. They assured me no problem. Less than a year later I noticed an issue with my heat pump not turning on. Had HVAC come out spent $200 on that and he testing my system and said the thermostat was the issue. I purchased for $191.24 a newer model. Four months later the same issue. I contacted ecobee and spent hours chating with **** to trouble shoot the issue. Turns out the product was fault and they replaced it no charge. I am now having the issue again and am fed up. My house is freezing all the time and HVAC has looked at the system again and I have troubleshooted the same way I did with **** again and gotten the same results. I want my money back.

  

  Business Response

  Date: 01/22/2025

  Good day, 

  I apologize to read that you have had several issues with your ecobee unit. I will forward your request for assistance and understand you are frustrated with the experience you have had thus far with your two ecobee devices. The ****** team should reach out to you within 3-5 business days.

  Regards,

  Generac

  Customer Answer

  Date: 01/22/2025

  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 received an email from them stating

  
  Hi ******,
  
  My name is *****. I'm a ******************** Specialist at ecobee.
  
  I was notified that you were still experiencing an issue with the replacement ecobee thermostat. Please feel free to let us know what date and time (with time zone) you are available for further consultation and we can call you back. Please also confirm your phone number.
  
  Please note, ecobee thermostat, just like any other standard thermostat, simply turns on and off the heat pump outside. It does not communicate with the **** system any other way.
  During our chat with you, we determined the Y1 terminal was not energizing or turning on your heat pump, while a different connection (Y2) was able to work just fine. This determined that the Y1 terminal had become damaged/faulty and the thermostat needed replacement.
  
  We would like to know what happed to the replacement thermostat that was sent. Was the heat pump not turning on with the replacement thermostat? We can check and make sure the heat pump lockout setting was set correctly for the heat pump to turn on. Or if there was anything else that was preventing the heat pump from running.
  
  Please do reach out to us so that we can assist you further. We want to make sure your system is up and running with your ecobee thermostat.
  
  Regards,
  *****
  
  I have since had my system evaluated by an **** specialist who assured me the ecobee was the problem not my heat pump system. I am not willing to try to troubleshoot this product for a third time (especially when it is 5 degrees where I live currently) I have a new thermostat that works and want my money back. Plain and simple. 
  
  Regards,
  
  ****** ****

  

  Business Response

  Date: 01/27/2025

  Good day,

  I apologize to read that you have not reached a resolution you requested. 

  Two ****** representatives offered support with resolving the customers concerns. The customer was given additional context that the repeated issue would likely tie to a non Generac device. The customer refused to conduct/consider any further troubleshooting with Generac.

  Generac is not able to offer the customer a reimbursement or replacement.

  I understand this is not the resolution requested from the customer. I do appreciate the time you have given Generac to review and assist with this BBB complaint

  Regards,

  Generac

  Customer Answer

  Date: 01/27/2025

  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.
  
  They offered to troubleshoot again for a third time. I am unable to offer more time or money to this. Especially since it is now freezing winter temperatures and I have a job. If I were to trouble shoot or consult my HVAC techniciant as they suggested that would be another $200 and time off from my job and moreoney out of my pocket at-least for them to come out when my HVAC is not the issue its their product. I have a new thermostat (honeywell) and no longer have an issue. My HVAC guy ran every test and looked at every part of my system and could not diagnose a single issue with it. It was put in in 2021 and never had an issue until their products were installed. Unless Ecobee is going to come and personally look at everything with my HVAC guy and foot the bill for it I can no longer offer them my time or money. I want a refund. I expect a refund and will accept nothing less  

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

• Initial Complaint

  Date:12/23/2024

  Type:Customer Service 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.

  Generac sold me a tank utility monitoring device for propane tanks -- model 7005. I paid $200 for it. It's a wifi device that connects to the home router. They discontinued the setup app that is used for the device. Therefore I can't reconnect it to wifi. It's a bait-and-switch. They're trying to force customers like me in to using a paid service with an LTE (cellular) device. This is garbage. I've asked the customer service to get the tank setup app and they refuse to help, even after speaking with two supervisors. ******. This company is trying to rip-off customers.

  

  Business Response

  Date: 01/02/2025

  Good day,

  I apologize to read of your experience with your tank monitoring product. I have forwarded this BBB complaint to the tank utility support group to further assist you. Please expect communication within 1-3 business days.

  Regards,

  Generac

  Customer Answer

  Date: 01/08/2025

  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.
  
  They indicated that I would be contacted by their business within 1-3 business days. It's now on business day #5, and I haven't heard from them. I'm assuming that they don't have a desire to fix this problem.
  
  Regards,
  
  **** *****

  

  Business Response

  Date: 01/13/2025

  Good day,

  I apologize for the lack of communication. I will forward to the Manager of the Appeals and ********************* to reach out and provide a resolution moving forward. 

  Regards,

  Generac

  Customer Answer

  Date: 01/22/2025

  [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.  Mr. **** ********* communicated with me today. Their resolution was satisfactory, and I appreciate the efforts by BBB and Generac. 

  
  Regards,
  
  **** *****

  
  

• Initial Complaint

  Date:12/12/2024

  Type:Order 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 paid for generator business cashed check then tried to shake me down to sign illegal forms this representative of generac is in my opinion commiting tax fraud and generac said nothing they can do the clearly call the dealers there representatives

  

  Business Response

  Date: 12/23/2024

  Good day,

  I apologize to read of your contract dispute. I will send this over to the Appeals and ********************* to have a specialist reach out to you in 5-7 business days. I understand you are requesting assistance with a contract dispute.

  Regards,

  Generac

• Initial Complaint

  Date:12/10/2024

  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 bottom line on our experience with Generac is the machine doesn't work and has not since we bought it 4 years ago. They only say it not covered by the warranty. We were told it could have been in the installation of the gas pipe. We don't understand why we should have to pay a ***** to get this running, as a dependable machine for us living In rural areas during snow and thunder storms. My husband has a cpap machine and that was one of the main reasons we purchased it. The machine has not ran long enough to even need a tune up. *** doesn't it work or start properly???

  

  Business Response

  Date: 12/23/2024

  Good day,

  I apologize to read that your Generac generator is failing to start. If the unit is still not operating, you can contact a dealer from the dealer locator. You can find a dealer by inputting your zip code into this website: ******************************************************************************

  From what you have informed me, even if the unit is not under warranty you can still have it repaired from one of the service centers from the dealer locator. Thank you for your time, if you would like assistance locating a dealer, please reach out to the Generac Customer Experience phone number ************.

  Regards,

  Generac

• Initial Complaint

  Date:12/06/2024

  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 20kw generator approximately 10 years ago. They normally last 20 years or more and will last approximately 3000 run hours. I have had my generator professionally serviced yearly by generac dealers. During a recent power outage my generator failed with a low oil pressure fault. It was determined by a generac dealer that my oil pump failed and it was more financially prudent to replace the generator. I was told by several dealers that they are also seeing this issue in the field. If you look on line forums you will see many complaints about this same issue. I contacted generac about this issue and it was not resolved. I understand it will cost several thousand dollars to repair my unit and I am not requesting this. It is going to cost me 7500 dollars to replace my generator that failed prematurely. I requested that generac provide me with a 10 year extended warranty on my new unit. They give these warranties away as a promotion several times a year but there are no promotions going on at this time. Being that my generator failed prematurely, and there are documented issues with this problem in the field, I feel generac can provide me with a free 10 year extended warranty on a new unit. This is a approximately 950 dollar value. Your help in this manner would be greatly appreciated. My ticket number with generac is *******. Note my generator only had 97.1 run hours on it.

  

  Business Response

  Date: 12/31/2024

  Good day,

  I will forward your BBB Complaint to the Appeals and ********************** I apologize to read of your issues with your Generac product and understand you are requesting an extended warranty be added to your unit.

  Regards,

  Generac

  Customer Answer

  Date: 12/31/2024

  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.]
  At this point there still is no resolution. Waiting on a favorable response from Generac
  Regards,
  
  ***** ****

  

  Business Response

  Date: 01/02/2025

  Good day,

  After review of your case it looks like you have been in contact with Generac. Please continue working with your Generac A&G specialist to reach a resolution. 

  Regards,

  Generac

  

  Business Response

  Date: 01/02/2025

  Understood,

  It looks like you were in communication with your A&G specialist today. Please continue working with the A&G specialist to seek a resolution to your case.

  Regards,

  Generac

  Customer Answer

  Date: 01/13/2025

  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 was contacted by ******* from generac today and informed that they will not cover the cost of a 10 year extended warranty on my new unit. This responce is totally unacceptable especially when they give these warranties away for free during promotions. I am requesting this complaint be left open until there is an acceptable resolution.  Thank you.                                         ase type your response here.]
  
  Regards,
  
  ***** ****

• Initial Complaint

  Date:12/06/2024

  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 June of 2022 I purchased a generac model xt8500 EFI generator to use for my fireworks tent and as backup power. Generac claims to give this thing a 3-year warranty. With the unit having less than a thousand hours on it, it has given me severe running problems, and is now refusing to start. I have reached out to multiple repair places that do not work on fuel injected engines, and the ones that do work on fuel injected engines will not accept generac warranty for repairs. In August of 2024 I contacted generac and let them know of the problem I was having and ask if they could help me locate a service center or replace the generator as it is still well within its 3-year warranty and it is having major problems, all possible service centers were called and none of which work on a fuel injected generator, so my case got forwarded to generac appeals and grievances. And that is where it has sat since August of 2024. I hear very little from appeals grievances, I've been asking for a call back for going on close to 2 months now, yet I hear nothing back. All I would like is for some clear communication as to what is going on and if they are going to repair/replace my broken unit. I don't need anything more than that, if this model is no longer available I will happily take any other model that is comparative to the one that I have. But I really need to hear back from generac to let me know what's going on as I keep holding back from either replacing the motor with a third party motor on the dead generator or buying another larger generator until I know what is going on with generac, I am unwilling to spend a couple thousand dollars on a new generator if one is going to get replaced. All I seek is for my generator to be repaired and/or replaced, or for generac to reach out to me and tell me they will not be replacing my generator so I can move forward with this part of my life. My appeals grievances case number will be put in the account/order/tracking number.

  

  Business Response

  Date: 12/31/2024

  Good day,

  I understand you need request to have your Generac portable generator repaired or replaced. Thank you for incorporating your case number. I will forward your BBB complaint to the A&G specialist working your case and the A&G manager. Please expect communication within 3-5 business days (Generac is closed New Years Day). 

  Regards,

  Generac

• Initial Complaint

  Date:12/04/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Generac solar system and battery not working. Purchased an entire solar system from Generac solar solutions approx 3 years ago. I am making payments of $250.00 every month for 25 years. The system since it was installed has worked for approximately 2-3 months since install. I have spoke with them on the phone several times to get people to fix issues. None of the issues were customer (Myself) caused as I do not touch the system. During the wait periods to get service done from the time of call is approx 4 months as has been my experience. They state that they had an install company that quit servicing for them and that is the issue. This is not my issue nor is it my problem. I expect some kind of prompt service when I am making payments on something that does not work and has not worked for more than 1 full month without having it go down because of faulty parts and poor installation. I would like to get the payments back that were made while it was down. And I would like them to pay the excessive electric bills that I have received because of these issues.

  

  Business Response

  Date: 12/23/2024

  Good day,

  I apologize to read of your installation experience and will be sending this BBB complaint over to the Generac ************************************* for further assistance. Please expect communication from one of their specialists as soon as they are able.

  Regards,

  Generac

• Initial Complaint

  Date:12/02/2024

  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 am writing to formally express my concerns regarding a transaction involving the purchase of a warranty extension for my generator. I bought the new generator on May 1, 2019, and it included a Generac 10-year extended warranty. In April 2023, Generac contacted me via mail and informed me that my warranty was nearing expiration. The letter heading on this letter was Generac; no other name was listed on the Power Plan Flyer. I asked them to check their records as I remembered buying the extended warranty. They told me on the phone that my warranty was about to expire. This led to my inadvertent purchase of a duplicate warranty extension purchase for $1,035. Upon realizing this error, I requested a refund in November of 2024. I have been informed that another company, ***********, will issue a prorated refund of $876.34. Regrettably, I find this resolution unacceptable; I am entitled to a full refund of the original amount paid, potentially with interest. Please clarify the following points: 1. What prompted Generac to contact me regarding the warranty when my generator was still under a valid 10-year extended warranty? I confirmed this within Generacs records? 2 What is the rationale behind the decision to provide only a prorated refund when the transaction was totally in error? 3. Does this situation reflect Generac's standard business practices, rated A+ by the BBB? I hope not! I respectfully request a full refund of $1,035 from Generac, Generac Power Plans, or After, **** I would appreciate your prompt attention to this matter and look forward to your response. As a follow-up note, a check for $876.34 was received, leaving a balance due me of $158.66.

  

  Business Response

  Date: 12/23/2024

  Good day,

  I apologize to read of your extended warranty purchasing process issues. I understand ********* has provided you a refund and you seek to have the rest covered as well. I will forward your BBB Complaint to the Appeals and **************** to have a specialist reach out to you to discuss your concerns further. Please expect communication within 3-5 business days.

  Regards,

  Generac