New England Generator

You may see this (very long, sorry—I wanted to be thorough!) review on a few different websites but I thought it was very important that I share my experience with NE Generator since they will have cost me several thousands of dollars in damage due to gross incompetence and negligence. They ruined my barely-used Kohler generator and after I asked them to rectify their mistake (which two other companies have confirmed was definitely their fault) they brushed me off. My wife and I moved into our new home about 2 years ago at which point the Kohler generator (that we were thrilled to now own) immediately broke down and required servicing. Neither of us had owned a generator before so we were surprised to find that a simple service call and tune up was going to cost us about $200-$300. We called NE Generator since they had been the ones to install it for the previous owner and though they were more expensive than most we decided to go with the company that would be most familiar with the system. It turned out to be a simple fix and they just needed to update the firmware to get it running again. As part of service call, they also ran diagnostics and changed the oil and filter. This is where things went terribly wrong. A few months later, the generator broke down again. We called NE Generator, described the error code we saw, and asked them to come take a look at it. They weren’t able to schedule us in a reasonable amount of time so we had a different company come out instead. This technician came out within 24 hours and quickly determined that the generator was dead. It turns out NE Generator’s technician did not properly install the oil filter and the filter literally just disconnected. When the generator next turned on, all of the oil completely blew out (it was all over the generator and surrounding grass). Running without any oil caused the pistons to fuse to the cylinders and effectively destroyed our generator. We had yet another company come out to give us an additional quote and they confirmed that this was definitely due to NE Generator’s faulty work. I want to make it very clear that I’m not out to get NE Generator. I was really hoping we could get our generator fixed under warranty and just bypass dealing with NE Generator again. Unfortunately, both companies had made it clear that this catastrophic failure was definitely caused by NE Generator and because it was considered a “human error” it wouldn’t be covered under warranty. We had no other choice but to reach back out to NE Generator. We simply asked them to fix the generator since their technician obviously caused the problem. However, they refused and claimed that (1) we hadn’t been doing regular maintenance on the machine and (2) the error message we originally reported to them did not indicate a catastrophic failure. These arguments made no sense though: first, NE Generator had broken the generator before it was due for annual maintenance, so of course we did not schedule it. As for the error message issue, the two other companies discovered the generator actually reported two errors at the same time though it only physically displayed the one (hence we only reported the one). The second error was definitely an indicator of the fused engine, but NE Generator never bothered to come diagnose the problem so they never saw it. When we explained these things to NE Generator, they simply blew us off. Now we have no choice but to look into taking NE Generator to small claims court, but in the meantime we wanted to get this review out there in the hopes that other people aren’t put in a similar situation. Their website (as of 2/23/2020) states “New England Generator takes tremendous pride in making sure our customers are 100% satisfied with our sales, service and installations.” and yet this is clearly untrue since they wouldn’t even bother looking into our problem which they so blatantly created. I would highly discourage anyone from using this company to install or service your generators. Not only are they expensive to begin with, they won’t stand behind their service, and you could end up in a similar situation as us: with a destroyed, barely used generator and out thousands of dollars to get a new one.

The technician was on time and kept me informed of what he was doing. The whole experience was so professional.

Excellent. Technician show up precisely on time, explained just what he was going to perform, very professional.

Excellent! Two servicemen came out right on time. They were here for about 2 hours (?). They were courteous, friendly and answered all my questions. After they completed the annual maintenance on our 10KW generator, they tested it couple times to make sure the timing of on and shut off are correct. Before they close up the covers, they wiped everything down clean. I would highly recommend New England Generator Corp to anyone!

I am thrilled with the work New England Generator did for me. My Generator is a dream come true. We have had a lot of power outages lately and I cannot have my business go down. The Kohler 20kw RESD is one sweet machine. With the gas line running to it, I hope to never run out of fuel and have my machine run for a long, long time.

I called New England Generator Sunday evening at 8pm during a major Nor’Easter when I realized that I should have checked the oil level earlier and did not have the required oil. I called the company and left a message. My call was returned after 15 minutes. I got all the necessary information to shut off my generator until the next morning. A technician came promptly at 8am as promised and brought a supply of oil (free). He showed me exactly how to proceed safely to check the oil level, add oil if needed (which was not needed) and to restart the generator. Now I am totally confident that I can handle the situation on my own.

coming for appoint to get business was fine. Then no technical information was taken, nothing was calculated as to how much gas we needed.

Yesterday was the first time that the power in our neighborhood went out since the installation. I am happy to report that the generator performed exactly as I had hoped. Within seconds our lights, heat, etc., came back on, and approx. 2hrs. later, when the power was restored to our neighborhood, the generator turned off. I could not be more pleased with its performance.

They're excellent! They've very professional, and have competitive pricing. They've got lots of options for various pricing needs!

Very well, they were prompt, professional, and very nice.

very thorough and competent,would highly recommend

Excellent! Ironically, the company that installed the generator referred us to New England Generator, because they were unable to provide service in a timely manner. The techs from New England also informed us that our gas meter was not large enough to supply sufficient gas flow for all our usage. This should have been addressed at the time of installation. We will now only use New England Generator for service.

The Technician was prompt, courteous and efficient, as always. I have had this generator for over 4 years and it has performed flawlessly. The initial price of the generator and the subsequent service costs may be a bit more than other generator brands/dealers, but it is worth the money to have the unit be available when it is needed!

Very professional and knowledgeable - cleaned up area and removed all old parts

The tech arrived as scheduled, introduced himself. When the work was completed, he told us what he did and that the cause ofr our problem was a dead battery caused by the age of the battery.

They did a wonderful job and the price was worthy the work done.They had a large crew come out at once to do the quality work.They arrived on the day they said they would.

New England Generator was referred to me by several previous customers, and were the only company to respond in a timely manner to my initial inquiry. The quote for the full installation was well under what we anticipated. Everyone we spoke to answered our questions patiently and with great detail, so we completely understood the timeline and process. The office was helpful in coordinating the other service providers (electrical, propane gas, inspections), so I never had to track them down. While the timeline is a bit complicated (4-5 appointments over several weeks), the company could not have made things go more smoothly. I have full confidence that our generator will be backing us up for many years to come!

This is the second review submitted on NE Generator and this one is on a maintenance call. Appointment was at 11, they arrived as I was leaving, I asked him to call my husband who wanted to be there when the service was done. He was not called. My husband came home about 10:30 and met the man. He performed the service and turned on the transfer switch saying that it would shut off in 3 minutes. It did not. My husband hot the transfer swirch that turned of the propane tank usage. Not happy at all.

Each service was great but coordination between all should have been greater. We were caught in the upgrade.

Excellent work and have used them again since for other electrical issues.

The rep came out to speak with me, but after that I had to chase them down for a quote. At first they didn't know who I was. The rep had told me that I needed to upgrade my gas meter for a new generator, but never let me know that I needed to have their plumber come out first to check the present BTU's, and I later I found out from my gas co. that I needed to know the BTU's on the new generator. I called their plumber repeatedly (who they said I had to use) and he never called back to make an appt. When I called the company back, they made an excuse that he's really busy. Then when they gave me a 10 week lead time with no interest in my business or apology I threw their brochure away and went with my own plumber's quote that was a lot higher. Sometimes there are more important things than a cheap price. These people couldn't have cared less about me.

See above. The system works well.

We put in the order and knew we had about a 6 week wait. Less than three weeks later they called and said it was ready to be installed. All the workers went courteous . The installers were careful and efficient. The work was professional and well done. We could be happier.

Fantastic would use them again.

They were very helpful with product selection. They were here when they said would be and performed the work in a timely manner.