generac.com

Absolutely horrible company. ZERO customer support.

The Generac whole house generator saga will seemingly never end for us. - Bought original Generac Synergy whole house generator in 2016. Total cost of all materials and labor $12K, which included a 500 gallon propane tank, and 120+ foot gas line.- The unit began throwing an error code 1062 whenever we lost power, and that code could not be cleared so the generator could be run again until the grid power came back on. Kind of defeats the purpose of having a generator, wouldn't you say? It turns out that this is a fatal design flaw with the Synergy model, but Generac refuses to recognize that.- Generac told our service dealer of the time which parts to try replacing, but told him that he would have to pay for the replacement parts out of pocket if it didn't fix the issue. Needless to say, no parts got replaced, and we were forced to continue with the error and loss of use of our generator over the course of 5 years. - Then our service guy had health issues and had to retire, and then covid hit. We were left with no service support.- When I called Generac to finally get this straightened out, they told us we would have to pay to have a new Generac service company come out and run a "diagnosis" on it. When I clarified why that wasn't going to happen, I got passed along to no less than four different customer support reps before getting one who wanted to handle the case.- Generac paid more money to swap out various parts in the Synergy than it would have cost to simply replace it. So of course they wasted yet more money. - They finally agreed to replace our Synergy with a "new" Guardian model.- Unit was installed and immediately failed with low oil pressure.- Instead of sending us another replacement, they insisted on making us wait for them to order and have installed a brand new engine. So now we were with NO generator instead of the previous one that we could sometimes piecemeal during an outage. - The process of swapping in the new motor was NOT trivial. After seeing the complexity of it, I would have preferred yet another whole new generator. - Fast forward to Christmas Eve day. We had lost power the day before, and the generator kicked in, and we felt like we could finally enjoy some piece of mind from our big investment. I want out to check on it and came to find ALL of the motor oil drained out into the cabinet of the unit. The dipstick read ZERO oil in the block. The oil pressure gauge did NOT shut off the engine, so it ran for who knows how long with little to no oil in it. - Now the rep from Generac who was on our case, has bailed on us and kicked the can down to the next rep. Why? Because she knows that she will be listed as the primary contact for my lawyers to reach out to her with a lawsuit.This company is a TOTAL POS. I can't stress how sorry I am for falling for their BS and buying their garbage. They don't stand behind their products or their customers. Generac SUCKS!! Six plus years of trying to deal with these a*******, just to GET what I f****** paid for!!!

Date of experience: Sep 06, 2022