Review Time
I purchased the Generac Guardian generator in Nov of 2019 from Costco. Recently a Generac module has to be replaced at a cost to me. The failed module has knock out one of two AC units when the average temperature in Houston is currently 94 degrees. Grasten Power Technologies installed it. They just informed me that the module have only a one year warranty. If I knew that, I would not have purchased it. The give away was that Generac has misspelled my last name since 2019.Today, they came back a brought my Generac system to full operating status.Thanks for the service today.
Giving 1 star because I can’t give “0” stars. We purchased a Generac Standby home generator to cover 2 houses in October of 2021 and it stopped working after a month. It is now September 2022 and still not working. They keep replacing the same parts over and over and have even replaced the wiring harness. We now have a $22000 piece of yard art. I have an elderly parent who has durable medical equipment that needs electricity and when the power goes out, he can’t use his equipment. All we want is for Generac to stand by their products and since this is obviously a bad unit (lemon) we want them to replace it with a new one.
They are really bad it’s worked just for three months and not working from last year and that have no one to fix it really bad customer service the don’t care they got their mony Looks like I’m going to wait for the ten years warranty until they say sorry it’s out of warranty now 😭😭
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!!!
Generac installed a system on my mother's house. When we discovered that the gas line to the generator was leaking gas and rusting and that one of the latches was defective, we called to have these fixed (and we were actually told that the rusting gas line was "normal"). We then received a bill -- they wanted *us* to pay to fix their installation errors and defective hardware (and yes, the system was under warranty)! I had to get rather pushy on the phone before they would rescind the bill. ---- Then Generac started sending me advertisements at my address without asking my permission to add me to their mailing list. When I called the number on the mailing, I was told that they couldn't take me off the list and I'd have to call another number; annoyed, I did so, and told the operator what I wanted, but she just dumped me into a queue with a very long wait time. I called the first number and asked the woman who answered to just take down my information and pass it along, but she was adamant that she couldn't do that (even though every reputable company I've ever asked to stop mailing me junk obliges with no issue) and refused to conect me to a supervisor. I let her know that this waste of my time would be documented online, hence this review. I then called the second number a *second* time and demanded that the operator handle the issue without forcing me to wait on hold for the privilege of getting them to stop harassing me with mailings, and this time she agreed to do so. Absolutely pathetic customer service from a company that had already proven itself completely untrustworthy by botching an install and then trying not to honor its own warranty!! --- Further update: I received a call back (call #5) from the second number I'd called, informing me that *I* would have to call a *third* phone number before the mailings would stop. I called the number (call #6) and there was yet another long queue and I requested a call-back. When the call-back came, the connection quality was horrific and the call quickly dropped. I called back (call #7) and got another terrible connection, and was asked for code numbers that don't appear anywhere on the mailing (and was asked for my name and address no fewer than three separate times by the same person); and was told that the issue would have to be "escalated" and someone would call me back (which will be call #8 if it comes)... she actually thought the situation was funny and was laughing about it, which is deeply insulting. --- Update as of 9/14/22: no one ever called me back about my "escalated" case (what a surprise!), so I called again (call #8) and spoke with someone who said she'd escalate the issue to her supervisor and that either she or the supervisor would definitely call back.
Absolute junk made in China had the power cell system solar with batteries installed it has never worked correctly once Generac will do nothing to help you neither will the install company that sold it no one stands behind this product and it is garbage
Generac customer service and follow-up is an embarrassment. During the course of a recent home backup generator install at our home, we made a total of eleven calls to Generac to attempt to complete the install and to add my new Generac generator to the Generac Mobile link app.Unfortunately, the Generac system was not able to recognize our generator serial number, and as such, we were required to provide pics of the generator serial number and proof of purchase (both of which we did provide). Ostensibly, the need for this verification was an error caused by our retailer, and providing the information was supposed to have solved the problem... Needless to say it did not.Now, several weeks (and many hours on the phone with Generac customer service later), I still cannot connect my generator to the Generac Mobile link app which would allow me to control my generator remotely. During the past few weeks, I have experienced poor communication and follow-up from Generac employees, inconsistent information, lack of professionalism, and in one instance, the customer service rep had the audacity to yell at me because she could not understand the problem and didn't know how to solve it.As a previous Generac generator owner, while I have experienced the benefits a Generac generator can provide - much the same as their competition provides its customers - given the time wasted and frustration experienced this time around, it will likely be the last time we will purchase a Generac generator, as we just cannot afford the time and frustration involved with Generac customer service and setup.One last thing: Prior to writing this review, I pondered whether it was worth my time to do so, but once I saw the percentage of bad Generac reviews (73% as of 8/12/22), I can only assume that Generac does not much care about their customers once the sale has been made... Too bad for Generac and their customers.
Lots of false advertisements on Generac Standby generator. They say you can monitor your generator, COMPLETELY UNTRUE. All you can do is read some gooble gook, no where can you in any way mange your generator. The only difference and one that you manually manage is you get some cheap repors. You will wait months for you softwhere and when you get it, it does you no good in controlling. Buy a stand alone and save about$8-9k. By the time you pay the electrician,buy the generator,pay the gas man to hook it up and get the LP tank you have about #14k in a 24W generator.
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