There's a lot of confusion here...
When selling a generator, you should know exactly what is in the house, every single load. IMO, that is part of the electrician's job to find out. It sounds like you might have priced this one over the phone and then the customer told you more later?
Second, the Generac ATS has built in load shedding for 2 AC units. That does not mean that the generator you attach to the ATS can handle 2 AC units nor does it mean that the ATS or generator is limited to only 2 AC units.
It's up to the electrician to figure out how many units the generator can handle. That's not an easy thing to figure out because AC units require a lot of current to start. One thing I can say for sure is that 5 units is way to many for a 20KW or even a 25KW.
Generac's ATS has the ability to easily add 4 more relays which can be used to switch 120/240V but if you need to you can also use them to switch the low voltage AC units. So you would be able to load shed up to 6 units in total. Chances are the load shedding will be keeping those units off. As long as all the AC units are on the load shed, you will be code compliant because I assume everything else in the house in natural gas and the total load of the house is less than the 20 kw could handle.