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Warning - Don't Make My Generac Mistake

Generac ReviewSUMMARY:MODEL: G00720910SIZE: 24KwPURCHASED: 2025-07-31DELIVERED: 2025-08-07INSTALLED: 2025-08-12REPAIR ATTEMPTS: 6TOTAL INVESTMENT (INCLUDING LABOR): Approximately $13,000On July 31, 2025, I purchased a new Generac generator from Lowe’s in Houston, TX. The generator has never functioned properly since the date of installation. Despite multiple service visits by 2 different independent service companies authorized by Generac, the generator has not been repaired and remains non-operational since its purchase 2 months ago. One week after installation we incurred a power outage but still had no power with a brand new Generac in our yard. Meanwhile, we are making monthly payments for a generator that is completely useless.The reason the generator didn’t work is because it was spewing oil as soon as it turned on so therefore, it could not be used or the engine would simply overheat and cause irreparable damage. There were several service trips where various seals and head gaskets were replaced. But upon the last attempt to fix the generator, it was discovered that the actual engine is cracked (I have video of the engine running with oil seeping out of the crack). Throughout this process I did my best to allow Generac to exercise their standard restoration process, allowing for repeated repair visits although there was no apparent progress whatsoever. After getting this issue escalated two levels, I communicated with someone (initials R.L.) in the Appeals & Grievances (A&G) department. But at this point (given the diagnosis of a defective engine on a brand new model, still under warranty), I made it clear that I was only interested in a complete replacement of the generator. But Ms. R.L. wanted to continue scheduling additional repair visits, apparently to no end. When I refused to go that route any further and inquired as to alternative solutions, she stated that my appeal would be reviewed and then a decision would be made. During one of those recorded phone conversations, Ms. R.L. stated to me that she did not know who would be involved in the decision, the factors they would consider, or the holistic list of options available but yet she knew that total replacement was not even up for consideration. How could she know so little about the review process, yet know definitive outcomes?After about 2 months of dealing with a non-function ing generator, I still wanted to give Generac a fair chance to make this situation right. So I mailed a certified letter to Generac Headquarters letting them know that I would give them an additional 14 days to bring forth an equitable resolution to this matter. The letter stated that after the 14 days had expired, I would be escalating this issue beyond that of their process and that is why I am sending a warning to the public, particularly to those who are considering making such a large investment in something that could possibly be life-saving if a home owner has medical needs that require power in times of inclimate weather where traveling to a hospital is not an option. For what it’s worth, I also sent a certified letter to Lowe’s Headquarters requesting the same resolution. I have yet to hear back from Lowe’s. Even though several Generac customers may come forth to exclaim the wonderful service they have received from their generator, my point is simply that this has not the experience that I have had. And despite the first-hand recommendations that I received to make this purchase, it is obviously not the experience of many others as consumer review websites show a 1.7 star rating for Generac. Just remember that there are other options out there. I don’t want anyone else to have the experience that I continue to fight. I would not recommend Generac to anyone, this has and continues to be a nightmare. I have pictures showing 1) the generator on the day it was installed with oil spilled all over its surface, 2) the apparent engine crack with oil leaking from it, and 3) it’s current condition - disassembled in my yard and completely useless.

Date of experience: Jul 31, 2025