Anonymous
map-marker Memphis, Tennessee

Lemon generator

We purchased a large home generator in 2006....Approx. $20,000.

I can only recall being able to use this generator twice in all these years because it has always been broken. It was purchased new in Memphis and was inoperative most of the first year during the warranty period. Since then we've spent thousands in repairs and tonight we are experiencing an ice storm in Memphis and the machine doesn't work. I called the factory and they would not discuss because I am not a dealer.

They do NOT care about the customer.

YOU'VE BEEN WARNED !!!!...A classic nightmare case.

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1 comment
Guest

as the old saying goes, you get what you pay for, be it cars, food, or in this case, junk

Anonymous
map-marker Fairfield, Connecticut

Generac Power Systems - Generators Warranty Review from Fairfield, Connecticut

My brother and I purchased 2 20kw generac gaurdian series generators and generac will not give us the free extended warrenty
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2 comments
Guest

The generators must be purchased and installed through a qualified Generac Dealer in order to qualify for the free extended warranty and remote monitor or mobile link. ( which ever program was running at the time of purchase). A home owner can not buy the unit direct and get the extended warranties.

Guest

And why do you think that you deserve it for free? Everyone else has to pay for it?

this is an offer that is extended to customers as an OPTION, and like most extended warranties, with almost every other product, you need to pay for it. did you contact customer service about this?

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Anonymous

Customer no service

Where do I begin. I have a couple of Generac generators and have had several issues with them.

Everything could have been handled with competent customer service department. In a nutshell, once I was promised parts that never came. Another time I told there was nothing they could do for me because the authorized service center that I had used is no longer an authorized service center. When I asked to speak to a supervisor I was told that there was no supervisors...

Really?

Nothing but attitude from customer service. I will never purchase another generac generator and would caution anyone thinking of doing so.

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Loss:
$2500
3 comments
Guest

Generac has excellent customer service and stands behind there product and they have supervisors please call 1-80*-***-**** option 3 then option 1. I am not sure who you called but as a local dealer I can tell you that as I stated they stand behind there product.

They will do whatever it is to fix your unit while under Warranty. I promise you that.

Guest
reply icon Replying to comment of Guest-755147

Nice words, but there are dozens of complaints that say the same sort of thing on multiple web sites....great when they work, and wort customer service ever when they don't.

Guest
reply icon Replying to comment of Guest-775120

The problem is GENERAC deals with their partners not consumers. Sounds like the installing company dropped the ball. I've been a dealer for about 4 years and GENERACs service department is paramount!

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Anonymous
map-marker Sewell, New Jersey

Generac Doesn't Standby Product

Bought [2] 27KW Generators in the past year. One the fan belt came off after the 3rd hour of running and the second unit was delivered damaged and Generac told me to contact the shipping company for the labor to repair. Generac did supply the parts which was engine mounts but they said the labor is not covered. After spending $20,000.00 in a six month period to have a brand new generator delivered with broken engine mounts and Generac doesn't take any responsibility for the shipping damages even though they hire the shipping company is completely beyond my comprehension. I would never recommend buying a generator from Generac. If your unit shows up damaged it is your responsibility and the shipping company was some fly by night outfit who basically told me to go scratch. Terrible customer support. Even if you have to spend more on another manufacturer do it.
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Loss:
$1500
1 comment
Guest

What Generac tells me, One of their Home standby dealers is, To inspect the generator for damage before signing the delivery papers. If it is damaged we are supposed to refuse delivery and the trucking company takes it back.

I once made the mistake of signing for one with a dented side from a fork lift. The trucking company wouldn't pay me because I didn't hire them and Generac wouldn't fix it because I signed for it.

No I don't listen to the truck driver telling me sign and they'll pay. I make them take it back.

Anonymous
map-marker Richmond, Virginia

Generac refuses warranty service with poor excuse

I purchased a 20KW generator from Generac in 2012 that is still under warranty. The clock in the system controller gains about ten minutes of time every 3 to 4 months. I requested warranty service from Generac to get the controller replaced but was refused and given the explanation that the problem was caused by an increase in frequency on my power line to my home. That is a poor excuse since all my clocks in my home keep perfect time and neighbors with generators are not having any time gain problems. Generac is not living up to their warranty promise.
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Loss:
$500
Anonymous
map-marker Stamford, Connecticut

DON'T WASTE YOUR MONEY ON A GENERAC GENERATOR

Purchased the 8KW Unit with a transfer switch Lowes. The unit arrived damaged-the front panel was dented and GENERAC sticker was destroyed.

Reseller told me that they had ordered the replacement part to be sent in a few days. It never arrived. Once the generator was installed it started for about 1 minute, and that was it. Never ran again.

Doesn't even turn over. It also continues to go through the setup, says the battery is low, even though I put TWO brand new 26R Wet cell batteries in the unit, and tested each battery at 12.55 volts. Called Generac, they told me to call a local dealer. Lowes doesn't service the units, so I called a local dealer, they wouldn't service the unit because they didnt sell it.

Called another dealer recommended by Generac, that dealer told me they could come look at the unit for the non start issue but the charge would be $125, because I didn't buy it from them, this is on a three day old generator. Called GENERAC back, they said to check the battery and the fuse on the control panel. No help. They then told me to call another dealer.

Next dealer told me because they didn't install the generator, they would have to charge me $2000 to reinstall it. So GENERAC throws the service onto the dealers, the dealers throw it back to GENERAC.

The bottom line is don't waste your money on this garbage. Out of the box, it was damaged and it didn't start, and literally no one can help. Not the manufacturer, the seller or the dealers.

I am out almost $3000, called Lowes told them to come and pick it up.

These machines are extremely low quality, and the "dealers" are nothing more than electricians who have passed a Generac questionaire. Worse consumer experience for a product in this price range I have ever had.

DO NOT WASTE YOUR MONEY ON GENERAC PRODUCTS.

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Loss:
$2400
6 comments
Guest

Dealers don't want to deal with generators bought from big box stores because Generac doesn't care about their dealers. Generac only cares about Generac.

Generac wants to sell but does not support the dealership network. They will allow anyone willing to pay Generac to come to a service class to become service people. In our area there are too many parts changers and not enough technicians. This has forced Generac to pay less for warranty which means the true generator technicians are making less.

This is why most dealers will only take care of their own customers. No loyalty from Generac unless you are selling a lot of their product.

Guest

This is absolutely incorrect! First off, the generator shouldn't have been accepted (your fault).

Secondly, sounds like you have some terrible dealers in your area. Lastly, dealers don't just take a GENERAC questionnaire.....completely incorrect!!!!

I am currently a dealer and have been through many hours of required training (classroom and hands on) in order to keep my certification. Find out facts before running off at the mouth!!!!

Guest
reply icon Replying to comment of Guest-789028

you sound like Generac customer service. Product is crap and it fails and it's his fault.

Guest

I am currently in the same situation however have purchased the same unit from my local dealer. Charged $3000 for this unit.

Waited 4 weeks finally got installed . The electrician came over and got it started . It lasted less than 1 min. Never worked since.

I called up dealer to come and check on problem . They say the whole control panel is shot, and needs to be replaced. I have asked the whole unit be replaced as basically I replced my older generator with a new one so I would not have a refurbished machine. My dealer said that they do not replace defective machines, just parts.

I said I either want my money back , and take this broken generator back or a new machine that works like I paid for.

Still waiting to see what will happen... I will go to court if necessary

Guest

why would you accept a product that was damaged out of the box anyway? Should have sent it back from the start

Guest

next time don't be so cheap and just call a dealer first buy from them and have it installed by them ....

shipping damage is LOWE's issue not Generac ... or the shipping company ....

to get WARRENTY service you MUST use a QUALIFIED DEALER only some are that way ...

just like your brand new car u cannot take it to Pep Boys and expect warranty service ...

yes i am a qualified dealer ...

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Anonymous
map-marker Edmonton, Alberta

Generac backup generator fail

Purchased a 16Kw automatic LP gas Generac generator. It immediately began burning small amounts of engine oil so it had to be topped up on a regular basis just running its exercise schedule. Contacted the nearest Generac dealer (over 1hr away) and told them the problem. After several months with no return phone calls and excuses it was revealed that Generac wouldn’t pay the local rep for the service call. Contacted Generac directly and after many phone calls over many months there was no call backs and nothing done. Called the local rep again offering to bring the generator to them and their response was they no longer deal with Generac products because there was nothing but problems with the products and Generac wasn’t standing behind their products leaving the rep to take the brunt of all the dissatisfied customers. Contacted Generac directly again and after many more phone calls over many months again there was no call backs and nothing done. Now it has dragged into years and it’s obvious that Generac has no intention of backing their inferior product. Just recently there has been several extended power outages in our area due to thunderstorms and the generator would start and run (burning fuel) but no power was being generated. There was a substantial loss of food with the fridge and two freezers unthawing. Upon investigation it was discovered the generator coils blew out leaving a pile of copper wire. The cost of the generator was $6000 plus shipping fees and the approximate cost of lost food was over $1000, not to mention the gallons of extra oil used as well as wasted time and money in phone calls and maintenance on a product that didn’t work when we needed it. This company doesn’t deserve to be in business.
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Loss:
$8000
1 comment
Guest

My name is Evan and I am with the Generac Power Systems Customer Support Team. We would really like to look into this, so please feel free to contact me at customersupport@***.com (Attn: Evan in the email subject line) and I will see what assistance we may be able to offer.

Anonymous
map-marker Tucker, Georgia

Generator has been broken 2 months, parts back orderes 2 months

The Northern Tools in Marietta Georgia has had my generator for over 10 weeks and says they are still waiting for parts to arrive. They also said there are five generators ahead of me when the parts do arrive. The generator destroyed my hunting season as I run my camp off this Generac generator and it has been out of service most of the season. The generator has less then 100 hours run time on it. Northern Tool has been professional, they can't fix it without the parts. Why can't Generac get it right and ship the parts on time to Northern Tool.
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Loss:
$5000
Anonymous
map-marker Peshawar, North-West Frontier

Poor service of dealer

our generator was funtioning well... 3 months ago the service provider of generac company in pakistan sent a man for service... as usual business in Pakistan, he did the service but when i started the generator it wasn't starting... in Pakistan, its a general trend that the electrician creates problem consciously so that the customers pay them again and again... the wires were out of the box.. we again sent a request to the dealer... the new electician said the plug is of low quality.. he changed the plug and the generator get started but he added that you have to change motor accelerator.. we ordered for a new motor... after two months, the dealer sent a man with a second hand (used) motor accelerator... i caught him red handed... the generac company must warn the dealer company in Pakistan or cancel their dealership..
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1 comment
Guest

what kind of service did you expect?? Pakistan? they flat out don't care about anything..never mind a american product.

Anonymous
map-marker Stamford, Connecticut

Guardian Series 20 kw standby residential unit -Very unreliable and bad customer service

Bought unit two years ago. Maybe after a total of 15 days use during storms and with regular service by installer, unit has been down more than working. Twice system control board was found defwctive. Then engine blew while under warranty by Generac claimed they don't have the parts. Still waiying over a month. Service reps don't return phone calks. And this is from a good old American company from the heartland tgat represents emergency products! Stay away from Generac. Real disappointment. You should not rely on the reviews. Terrible product and service. You can call me at 203, 550 **** in Connecticut.
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1 comment
Guest

We bought one. It stopped working after three weeks.

Terrible customer service.

No technicians available. I will never buy one again

Anonymous
map-marker Monroe, Louisiana

Generac generator is junk

Bought the Generac 16KW generator L.P Gas .( it has all the mainteneice done to it in that time frame) in 2009 and it has less than 200 hours on it and the copper windings came apart. Motor runs good. Generac Dealer said they are not to be expected to run more than 7 years. What a waste of good hard earned American dollars. Do not waste your $$$ on any Generac product. Buy a Kohler or a Onan Generator. They are made better and will give you years of run time. The army at Ft. Leonard wood in Missouri uses Onan.
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Loss:
$8000
Bartstar
map-marker Flemington, New Jersey

Generac 20KW Backup Generator Died

Updated by user Dec 12, 2012

So, I was able to find a local repair guy who knew what he was doing. I described my problem over the phone, and he knew exactly the problem: a defective Stepper Motor.

Apparently one of three common issues with these generators.

Repair guy came next day, replaced the stepper motor, and everything has been fine since. Even ran the generator for several hours just to be sure.

Original review Nov 11, 2012
I had my brand new Generac 20KW whole house generator installed just 3 weeks before Hurricane Sandy struck us in NJ. In ran for 2 1/2 days , then just died. I then had the an incompetent field tech check out the generator the following day after it died, and he tested the Natural gas pressure using a meter that he had to constantly tap to keep working. His *** meter said my gas pressure was too low, then left and told me that since it wasn't a generator issue, I'd be charged for the visit. 2 hours later, I had the gas company come to check the pressure, and sure enough, there was nothing wrong with the gas pressure. Its now over a week later and I'm still waiting for a more experienced field tech to arrive to service and fix my generator. I'm also hearing from other local Generac installers that the 20 KW systems are failing at a 30 to 50% rate for newly installed units. I called Generac and they deny that there is a QC problem.
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Loss:
$8000
17 comments
Guest

9 kw natural gas Generac Guardian cranks and almost starts in 1st second. Magnetos are shorted to ground after that.

Replaced magnetos--didn't start. Replaced control board. Ran for about a month of self tests then failed after 2-3 seconds of cranking and almost starting. Replaced control board--didn't start.

Replaced ground harness--didn't start. Discovered blown fuse in transfer switch. Installed new battery. Ran for 15 min.

but wouldn't start again. Installed new battery charger--didn't start. Control rod moves to closed position and stops. Ordered new stepper motor.

Maybe this will fix it. Over $1000 in parts, so far.

Guest

What a crock. We are an authorized and factory trained Elite Generac dealer and have installed over 100 x 20KW's in the last 2 years and have had 1 throttle linkage failure and zero stepper motor issues that you mention above. We have 99.999% satisfied customer base, so are you guys from another planet or working for a lesser competitor ?

Guest

If you spent thousands to dollars for a Generac power generator to have

it fail during maintenance, or when needed during a disaster, want power

when you need it and are upset that you wasted $1000s on a defective

Generac generator you should email Eppsteiner & Fiorica or speak with an

attorney by calling us at 800-261-****. Eppsteiner & Fiorica does not

charge for its initial consultation regarding Generac power generator

malfunctions.

BELIEVE YOU WERE RIPPED OFF? LET OUR CLASS ACTION LAWYERS HELP

If you own a Generac Generator, regardless of whether you know if it is

faulty or not, you should act now and call Stuart Eppsteiner of

Eppsteiner & Fiorica 800-261-****or email Eppsteiner & Fiorica

Call today before it’s too late

I WAS INFORMED TODAY THAT A CLASS ACTION SUIT FOR OUR 2OKW WAS BEING STARTED!!! CALL ME 908-902-****

Guest

WHO IS THE PERSON WHO MADE THIS COMPLAINT?? PLZ CONTACT ME

PAULA 908-902-****

Guest

WE WASTED $9000 ON GENERAC 20KW.....5 DAYS INTO HURRICANE SANDY IT DIED!!!! NEVER BUY GENERAC----DO YOUR RESEARCH!

Guest
reply icon Replying to comment of Guest-577311

Your first problem is you only spent 9 grand on it. you got what you paid for....

the best type of generator you can install for your home is the generator that is installed correctly...... cheapest never means best.....

the cheapest I ever sold a 20kw high spped air cooled generac was 14 thousand done to code and generac spechs......

Guest
reply icon Replying to comment of Guest-614015

You are just making money on people back, explain me how you can charge $9000 of labor makes your work up to code

Guest
reply icon Replying to comment of Guest-614015

Wow you are really ripping people off. I purchased a 20kw generac from home depot.

They delivered it and had it installed by a licensed electrical company for $800.00. Cost of the generator was $4200.00.

Guest

My (one year old) 17K Generac generator also conked out three days into Sandy. I could not get a Generac authorized technician to look at it for a month. He was not able to figure out the problem (code says "Under Voltage" which he said could be anything!

Guest
reply icon Replying to comment of Guest-576601

MY NUMBER IS 908-902-****---SUIT BEING FILED AGAINST GENERAC! THEY ARE MAKING A NEW MODEL TO REPLACE THE LEMON 20KW?

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Johnnae Ueh
map-marker New York, New York

GP1500E

Ive owned this unit since Jan 2011 and now it only has 30 hours on it. It has been in the shop more than its been at my house. In the last storm, (Sandy) it surged and destroyed over $3500 worth of electrical equipment in my home. Had I not been there, my home would have likely burned down. Ive been told that Generac was wanting to ship this 500lb unit back to Wi. for service but does not admit that there is a serious issue with it. The service facility has told me that they had had several complaints with Generac Customer service even at the dealer level. Is there no law, such as a lemon law, that protects the consumer from such bad products? Please, if anyone has had any luck with dealing with this company, email me directly! Thanks you! Alan Baer baertracks1@***.com
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Loss:
$5800
2 comments
Guest

I have the same problem with a 12 KW unit, two weeks before Sandy the stator blew out while running on 12 min. Excersice.

They installed a new one and we had use of it for two days. Two weeks ago the power went out again gen. kicked in with much higher voltage than normal. This blew out bulbs transformers, wave radio, furnace etc.

while running the gen. bogged down and the power went out. Stater Blew again.

Am waiting for parts to come in. Till today this generator has not helped this family yet, nothing but a costly problem.

Caeley Ewd

Hello Alan: I reached out to you via e-mail, and also replied to your Facebook post. Please let me know how I can help.

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Anonymous
map-marker Burlington, Massachusetts

Rude, Difficult Company to Deal With

I had a very frustrating and difficult experience with Generac and enourage anyone looking for a home generator system to go elsewhere. I did, and have been very happy with my decision.

Generac attempted to include extra charges, deny my discounts and rely upon extremely petty arguments for denying me from promotions, even after the local sales person said "there is no way Generac would deny you." When I called Generac to discuss my concerns, a very rude salesperson told me to "learn to read instructions better." No help, no service and very rude service.

If they treat a potential customer this poorly, I could only imagine how terrible they are when you try to file a warranty claim!

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Loss:
$750
1 comment
Guest

Agree - 1st time we turned it on the relay burned up - still waiting for the part and we need the *** thing to work today when power is cut for tree work. NEVER BUY HTIS COMPANY"S SRAP.

Anonymous
map-marker Kingston, Ontario

Generac 15,000 won't carry load.

We paid $8,000 for this unit including installation and it has been a proper pain since it was installed.

In Canada while lots of people install these, few appear to know how to fix them. We finally did find a qualified repair person (many miles away) but it needs constant repair. In our last freezing rain storm it started right up and ran Ok. It was only running the fridge, freezer, TV and fireplace fan. When I turned on the microwave it went into overload and quit. I had to turn off everything, restart and then reduce the load. It can only handle a few items running..... more repairs now needed.

A 15,000 that can't handle a few items.

The engine eats spark plugs.

Generac won't help at all... couldn't care less.

It gets a checkout every August, oil/filter change, load check etc and it runs fine until YOU REALLY NEED IT.... then it screws up.

It's pure junk and I couldn't ever recommend it to anyone. There must be better products out there.

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Loss:
$8000
2 comments
Guest

If the electrical load hasn't been balanced I could see you overloading that generator with what you have mentioned. Your electrician needs to make sure the generator can power everything connected to it or put in load management to prevent the problem your describing. It sounds more like a few easy to fix problems that were overlooked when your electrician installed the generator

John N Mzy

Generac is not that reliable to begin with and they are also over-priced. You do not seem to be running too much for that model.

The only thing you can do is run only the most needed appliances, etc. Once you know how much the generator can really handle, you can deal with it.

As for the plugs, you might want to try different brands. Some are better than others and work better in particular machines.

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