ComplaintsforGenerac Power Systems, Inc.

• Initial Complaint

  08/01/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My wife and I built a new home on *****************, **, and had the home pre-wired for a generator. We purchased a Generac generator and had the generator installed by *************************** in May 2024.Several "sparks" and brief shortages left burn marks inside the unit. We contacted Generac and have filed a complaint (Case # **********). I have called and left multiple voice mails asking for a representative to initiate replacing the transfer switch that represents a potential fire threat to my family, home, and neighbors. This should be seen as an urgent concern for this company and it has been weeks trying to get a response. We have pictures of the arching from inside the switch which show multiple burn marks and expect to get a new transfer switch that works as advertised and anyone would want for the nearly $16,000 total cost of the pre-wiring, installation, and the actual unit.Thank you for your assistance and hope this can be resolved before there are any further fire concerns .

  

  Business response

  08/15/2024

  Good day,

  I apologize for the time it has taken to get communication and a resolution for your unit. After review of your case it looks like you have had a dealer working with you along with your case specialist to resolve this issue.

  Regards,

  Generac

• Initial Complaint

  07/26/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have placed enough solar panels on my home as well as solar batteries for two homes. I have had small issues in the beginning which were fixed and started to make money by the electric company. The reason for this is to pay off the loan to place them on the home. Since March I have been having great issues with the system. Now I have to pay for the electric bills as well as for the loan. Have been trying to get these issues resolved with no completion in site. Would love to be assisted with the electric bills and the loan since the system is not working correctly. I thank you for your time and understanding. Please take care.

  

  Business response

  08/09/2024

  Good day,

  I apologize to read that you have been having issues with your solar panels and are requesting compensation for your system. I will forward your information to the ************ customer solutions group to review your request and contact you.

  Regards,

  Generac

• Initial Complaint

  07/23/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On June 8, 2024, **************** ************ installed a Generac Generator in my home. This generator was faulty & displaying error codes for the oil. They changed the sensor & brought a battery to install. The generator still does not work, now they are supposedly waiting on an engine to replace the already new engine in the generator. I live in ******, ***** where the lights constantly blink & go out. I bought this generator to be comfortable during outages. I have been thru the Derecho storm with no lights & hurricane ***** with no lights for 6 days. I had to go to my daughters & stay with her until the lights came back on. Yesterday, we had an outage for 2 hours.I call **************** & no ************** voice mail is full. I have called Generac & have about 3 different ticket numbers & cannot speak to upper management. My case has been escalated to the ******************************** I told them that I don't want a "Rebuilt, new generator". It seems between these 2 companies, I am stuck. I contacted the credit card company ************** and the charge is in dispute. It's like no one cares about this situation.........

  

  Business response

  08/09/2024

  Good day,

  I apologize to read that your unit has not been operating. I will forward your complaint to your case specialist and have them reach out to you to continue processing through your complaint.

  Regards,

  Generac

• Initial Complaint

  07/22/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My name is *********************, and I live at ******************************************************. I purchased an 18KW whole home generator from Generators of ******* in 2021. After installation, the generator experienced some issues, but I upgraded the gas meter and signed a yearly maintenance agreement.Six weeks ago, we had a storm that caused a 7-day power outage, and the generator performed well. Afterward, I changed the oil and filters. However, during the most recent power outage caused by *********************, the generator only worked for 3 hours before it stopped.I have been trying to contact Generac for help, but I have not received any response. The voicemail is full, and I have been unable to reach anyone for the past 10 days. We spent seven days without power, and the generator failed when we needed it the most.I understand that equipment can fail, but the lack of support is unacceptable. I need to get the generator fixed before another storm hits. Finally, after two weeks, I was contacted, and they will send a technician on July 31st. That is more than three weeks from now. How do I accept that when no priority was given for the failed generator? Someone could get hurt, and if we lose power again and I have to throw away all the food, how do you justify the lack of empathy? It does not seem like any effort is being made to correct the mistake.Please let me know what course of action I should take so that neither I nor anyone else has to experience this again.Thank you.********************* ************

  

  Business response

  08/15/2024

  Good day,

  I apologize to read that you had a poor experience with the dealer network and the support you received with your unit. I understand you are requesting that your unit be repaired and after review of your case it looks like the dealer has been informed they will be receiving the parts and that the customer was informed the shipping time would be at minimum a week. I will send this update to your A&G case specialist to see if they can expedite the shipping window.

  Regards,

  Generac

• Initial Complaint

  07/18/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Generac Guardian Series Air Cooled Home Standby Generator 22KW bought from Northern Tool I am a contractor and installed it myself with the help of a licensed electrician It tested out good and run fine We had a power outage it started ran for about an hour got extremely hot and froze up I called the local dealer he said that if it wasn't installed by a dealer that it wasn't installed properly but for $240 he would make a site visit to verify that.

  

  Business response

  08/02/2024

  Good day,

  I apologize to read that you have had a Generac generator freeze up. I will escalate this to the Appeals and **************** to assist with a resolution to your case.

  Regards,

  Generac

• Initial Complaint

  07/16/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Contacted Generac about a product I own that was manufactured by them. I requested a parts manual for the unit to order parts but they said they do not have one. The unit is less than 10 years old and cost over $20k. They are basically telling me this unit is not supported if they can not provide a way to look up parts. This unit is a piece of industrial equipment and I have never had a problem like this with a vendor where they were unable to provide support documentation to maintain the equipment. I believe they are taking advantage of customers by selling a product that is not supportable after the point of sale. I would like to get the requested documentation so I can order parts for this. If they can not provide the requested documentation I would like a record to remain on file of this complaint.Product Details:Generac MTL4000SD Serial #: *******

  

  Business response

  08/15/2024

  Good day,

  What parts are you looking to order. I believe I could forward this request to the parts department to locate the part numbers you are requesting.

  Regards,

  Generac

• Initial Complaint

  07/12/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a GENERAC Guardian Series 24KW whole home ************************ from Lowes Home Improvement on 2/27/21. The purchase included the Generator, 200 amp transfer switch, gas meter upgrade, 6" concrete slab, trench to gen set, & permits. I was unaware that Lowes was subcontracting the installation to a third party company. There was a backorder on the generator and it was installed on or about June 2021. From that time until July 8, 2024, our home only lost power a few times and for only several minutes at a time. Hurricane ***** went through our area on the morning of July 8, 2024. We lost power at approximately 0700. We were without power from 0700 Monday July 8, 2024 until approximately 1800 Wednesday July 10, 2024. At or about 0500 Tuesday, July 9, 2024, one of my ** sensors, outside of my Daughter's bedroom, activated. The combined smoke/** sensor is tied to my Ring Alarm system and connected to a live dispatch center. I was called within 2 minutes of the alarm. The Dispatcher also attempted to call the League ********************* however, they were not answering their phones due to the hurricane damage. Within several minutes, several other ** sensors throughout my home activated. My Son flagged down a passing **** van and the driver entered our home with an ** detector. It read 80 PPM ** throughout the home. The reading at the corner of where the unit was 212 PPM I evacuated my 2 children, dog and sent them to their Mother's home. The **** person went to where the generator was and said that it was improperly installed. The exhaust vent was so close to the home, ** was hitting the wall, going up and through the soffit vents into the attic. Once in the attic, it was dropping into the living space of the home. My children and I were being exposed to carbon monoxide and if it were not for our ** alarms and ******************* we may not be alive today. I want the generator moved to my back fence without being charged.

  

  Business response

  07/18/2024

  Good day,

  I apologize to read that you have experienced this with your Generac product and the dealer network. I understand you have submitted installation information and will forward this complaint to the Appeals and Grievances specialist working your case.

  Regards,

  Generac

• Initial Complaint

  07/10/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  The Generac 24kw standby generator we purchased in 12/2020 and installed 5/2021 failed in 5/2024 due to a defective gasket which allowed oil to leak into the stator which shorted out. The replacement stator also was defective. The 2nd replacement stator was supposedly shipped 6/26/2024 and has yet to be received. I am aware of other Generac 24kw units experienced the same issue. We have lost power due to a hurricane and we are 1.5 months without our standby generator. I am wheelchair bound and dependent on electricity.

  

  Business response

  08/02/2024

  Good day,

  I apologize to read that you have had a stator failure with your unit that was not resolved on the first repair of the item. I will escalate to Appeals and Grievances to have a specialist reach out to you for further assistance.

  Regards,

  Generac

  Customer response

  08/02/2024

  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.
  
  I was given a case number 8000023809 on 7/23 and was told a case manager would contact me in 3-5 business days. That has not happened.
  
  Regards,
  
  *******************

  

  Business response

  08/15/2024

  Good day,

  I apologize you have not had communication on your case. I will send this over to your case specialist and contact you as soon as they are able.

  Regards,

  Generac

• Initial Complaint

  07/10/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  On October 12, 2023, I purchased a Generac gasoline portable generator. I had to use it for the first time on July 2024. It started with no issues. On July 9, 2024, the generator would & does not start. I contacted GENERAC, and they stated the do not and will never have anyone to repair the generator.

  

  Business response

  08/02/2024

  Good day,

  I apologize to read that you have had issues with your Generac portable starting.

  I will have an Appeals and Grievances specialist to reach out to you and create a case. To clarify, Generac itself is not a servicing entity for the products we sell. Generac has a dealer network that you would be directed to use to repair your Generac generator.

  Regards,

  Generac

  Customer response

  08/02/2024

  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.]
  
  Regards,
  
  *******************************

  Customer response

  08/14/2024

  I did take it to an authorized repair facility and was told it would be 6 months or greater.  Generac may pick it up, along with the other 20 or 30 Generac portable generators I saw sitting there. It is hurricane season here in ******

  

  Business response

  08/15/2024

  Good day,

  Your case for appeals and grievances is case 8000024206. Please expect communication to resolve your current issues within 5-7 business days.

  Regards,

  Generac

• Initial Complaint

  07/09/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  To properly address the issues with our year-and-a-half-old generator, as our current vendor has been unable to resolve the problem. The generator was installed on 4/24/2023, and we have experienced startup problems since day one.On 7/3, during a power outage, the generator failed to auto-start and could not be manually started either. This issue has persisted since installation, and we urgently need a resolution.You can contact our current dealer/service provider, for further details and explanations of the ongoing issues. We either would like it fixed or replaced.Thank you for your attention to this matter.

  

  Business response

  08/02/2024

  Good day,

  I apologize to read that you have been having a poor experience with your Generac product. I was trying to locate your product registration to find the product you are referencing. I could not locate it with your phone number or email address. I will have a specialist from the Appeals and **************** reach out to you to better diagnose and assist.

  Regards,

  Generac

*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. ↩