Benfield Installed my Generator in 2011 - I didn't have any problems until this year

On 8/1/2016 my generator malfunctioned and I received an overcrank fault indicator on the control panel. Basically the engine was cranking but would not turn over and start (like a car that the engine cranks but won't start) , I called Benfield ( who installed the generator) and they schedule a service call on 8/3

On 8/3 the technician came and informed me that the control panel was faulty due to ants . I told him that I didn't think this made sense as the engine was cranking (I have some limited mechanical experience) but he assured me this was the case so I took him at his word and approved the replacement. He said that ants had damaged the unit (although it is a sealed circuit board)

On 8/5 the technician came (we were out of town). I was called and he told me that he replaced the $889.07 control panel but was still getting the same overcrank fault (which was the problem in the first place) . I told him that this did not make any sense - they replaced a part that that they said was the problem and the replaced part still gave the same fault reading. I was told that "sometimes more than one thing can be wrong ". We had a long discussion as to how this didn't make sense since I am getting the exact same fault reading as was the problem I initially contacted them for. They insisted that there was nothing else they could do and now it was probably the gas line. I instructed them to replace my original control panel following which they then called me to say it was not functioning at all (however it had been reading an appropriate over crank warning until the time they removed it). They refused to do any additional work on the until I had paid them so I paid for the new control board on my credit card and told them to re install it ( as that was all I could do to at least have a potentially functional generator). . I made the decision not to re-engage Benfield and I called Boyland Electric to continue service on the generator. I spoke to the service manager Ms. Eagal who was not helpful,rude and quite frankly not very knowledgeable.

On 8/8/16 Boyland Electric came to service the generator. They found the same overcrank fault and determined that the air mix box stepper motor latch was broken and this was the cause of the overcrank fault. This piece is essentially analogous to the choke on a care and will allow the engine to crank but will not turn over due to the fact that no air is getting into the engine because the latch broke . This made perfect sense and they replaced this part which cost me $831.25 and the generator now works perfectly. I had them look at the old control panel and they could see no visible 'ant' damage (although I did not have them re install it due to the additional cost)


In summary:
Benfield Electric:
Misdiagnosed the initial problem

Replaced and charged me for a part which was not the cause of the problem

Left the Generator in the same unworkable condition as when they first came after charging me over $1400 for work which was not related to the problem

I was required to pay an additional $831.25 to a subsequent company to perform the appropriate repairs on the generator



Although I had no problems with the initial installation this company has proven to be very untrustworthy and difficult to work with and I will never use them again. There are much better companies out there

Leo R

I have two generators. One at home and one at a rental property. The one at our home was not working. I engaged them to do semi-annual maintenance expecting that the home generator be fixed in the process.

Maintenance was done for both before the home generator was fixed. The electrician said that he can fix the generator for $250, but if we don't do the things that he recommended (that cost around $1100-1200 per generator), we'll have problems down the road. After paying $770 for full year maintenance, and around $2300 "upgrades" for both generators and an additional $458 for diagnostics, our home generator still does NOT work.

The technician approached us and said that we need to get our gas pipe (that worked more than 10 years) upgraded to a bigger one. He said that this will solve the problem and that he will do it for $1000. If he does it through Benfield, it'll be $2000. I agreed over the phone but felt that something is really wrong so I called Benfield. They sent me another technician to look at the generator and said that the work the first technician talked about should only be $700. Due to the fear of retaliation from this employee, I didn't tell Benfield that he offered to work this job personally (he asked us not to tell Benfield).

I lost my trust in this company so I contacted them and wanted them to refund me the difference between the semi-annual maintenance and the annual maintenance. It's only $110 for both generators. For the money that I paid them and the little value that I received, it's by no means unreasonable. However, it took forever till I filed a complaint with the Better Business Bureau.

They might be good in installing new products or maintaining something that is working fine. To be fair, maybe repairing generator is their only weak area. But dishonesty is something completely different.

I still find it hard to trust any electrician. This entire experience is pure nightmare.

I recently purchased a new home in Aldie, Virginia. I contracted them to have four (4) ceiling fans and three (3) pendant lights installed. I also needed a light in the dining room replaced. The worker arrived first thing in the morning and took his time installing the lighting fixtures. He was very professional as well as extremely efficient. After he left, a problem with the ceiling fan in the master bedroom surfaced. They came back and resolved the problem. I would highly recommend this company to those considering its usage.

I own a 15kva Propane Generac generator. It's about 10 years old and about 5 months ago, it failed to start on it's weekly automatic start (it runs for 15 minutes each week). We called this company because they installed it in 2007. Not sure who recommended them, but they did a decent job on the install, so we figured what the heck. A young (in his 20's) guy shows up the first time and spent about 4 hours looking at the generator and spent most of the time on his phone talking to the senior tech because he was at a loss as to what was going on. Finally he reported that my fuel solenoid was bad and they had to order a new one. They showed up a month later with 'magnetos' and two techs. I mentioned the fuel solenoids and they assured me I was wrong. So 6 hours later they reported that they'd installed the magnetos wrong and they broke the grounding wire when they attempted to fire up the generator. So another month goes by and they return with new magnetos and the senior tech to install them. After another 4 hours, they report that they broke the bolts holding on the fan cover and would have to replace that entire piece. Another two weeks goes by, they come out, install the fan and now they claim it will start, but they aren't getting any power out of it, and it will cost an additional $3,000 to fix it. They leave, and three days later the ATS switch (that they'd been working in when they were there on Monday) caught on fire!!! Luckily someone was there to see it and called the fire department before any major damage was done to the house.

To add to the review, the technicians were never on time, and not by just a little. It was not uncommon for them to be over 2 hours outside the window we were quoted. And we were never contacted to be advised of the delay.

In summary, 5 months, over $1,000 and our generator is broken beyond repair.

We recently moved into a house on well and septic. Needless to say, that meant we really need to have a whole-house generator. After doing my research and getting 4 quotes, I selected Benfield for my installation. They had the 2nd best price, but I felt that with their expertise, company history, and great reviews, I was making the right decision. And thankfully I was! The installation team was extremely professional and did great work and install happened without a hitch. My wife and I now feel safer knowing that if the power fails, our generator will help make sure that we can go on living as normal. Thank you Benfield!