Complaints

This profile includes complaints for NexGen Air Conditioning and Heating Inc's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  NexGen Air Conditioning and Heating Inc

  5472 E La Palma Ave Anaheim, CA 92807-2023

  
• 

  NexGen Air Conditioning and Heating Inc

  73900 Dinah Shore Dr Ste 204 Palm Desert, CA 92211-0829

  

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:09/15/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  NexGen is threatening a Lien April 2023 Paid $39,000.00 of $43,000.00 Installed remove and replace HVAC roof and new indoor mini-split, blow in insulation.Agreement included withholding $4100.00 until roof is repaired.NexGen (designee) removed an extensive footprint of shingles during installation.Non-certified installer of my 3m Tiger paw membrane and shingle voided remaining 20 year warranty. Used non-certified materials.****** rushed job, due to working on his day off. concert tickets and girlfriend were waiting.Installed a layer of wrong product color and uncertified underlayment and shingle.Extremely messy job due to being in a rush. Tub of tar and hand tools were left on my roof.NexGen wishes to install the correct color of shingle and claims the correct underlayment.Warranty remains void and NexGen is not willing to make me whole by paying a certified company, ***********, to make corrections.Per T&G; to reinstate warranty requires 3M product to be replaced on the entire rear roof of the home. $9000.00 estimate as of May 2023.NexGen staff (and owners Linked-In account) all told me that if there were ANY problems that NexGen would make it right. *********************************************************** ************************* Re: ***********************-intent to lien

  

  Business Response

  Date: 09/23/2023

  customer is absolutely unreasonable in his request for us to replace his entire roof due to the new unit being a different size footprint than the previous unit. a licensed roofer was used to tie in the new roofing material to the pre existing roofing material. no promises or guarantees apply to his pre-existing roofing and its marked very clearly our warranty on the roofing we provided. we will and do stand behind our work for the warranty period on his contract. 

• Initial Complaint

  Date:08/24/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  This company installed a malfunctioning air system that they have not resolved. They have been to the home at least 6 times always leaving with a promise to follow up and the repair is never made. I contacted the business several times with no response. They need to replace a thermostat and ensure that the system works properly.

  

  Business Response

  Date: 08/24/2023

  reviewing now and will have warranty **** reach out ASAP since the equipment is still under warranty. 

• Initial Complaint

  Date:08/14/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I had my water heater cleaned for $88 by using NexGen promotion. Right after the water heater cleaned it started leaking from the plastic cap where NexGen plumber unscrewed. I contacted NexGen to fix it. A plumber came and told me that the water heater is too old so that you have to replace the water heater. The quote was over $2,700. I told the plumber that you just have to repair the leak as it started happen right after you drain the water. The plumber kept on saying that you have to replace the water heater. I contacted NexGen to send me another plumber. The other plumber said the same thing. I requested for a supervisor. ***** the supervisor sent me another plumber. The plumber finally agreed to replace the plastic cap and replaced it with a metal cap for free and the leak immediately stopped. I suspect that it is NexGens sales tactics, which is almost fraud, to work on a water heater for a cheap fee, manipulate it and suggest to replace the whole water heater. I came to that conclusion because NexGens multiple plumbers told me that I have to replace the water heater and quoted me the price for the water heater and labor. When they found that Im persistent to have NeXGen to fix it and told them that Ill have to report it to BBB, then they changed their attitude and fix it right away. Ever since the metal cap is on it never leaked. Id like you to investigate if there are many other people who have and are going through this ordeal.

  

  Business Response

  Date: 08/14/2023

  It is common on a water heater that is not properly maintained that the drain will leak once the seal is opened, if this happens it is common practice to replace the water heater. In this case the client went against the recommendation of multiple experienced plumbers. To appease him we did install a cap to the drain to stop the water from leaking. we can only make recommendations to our clients on our findings, this is a case where the client doesn't want to follow the recommendations. 

   

  all other claims of fraud and the assumptions of our operations are completely false and don't even deserve a response. 

  Customer Answer

  Date: 08/14/2023

  I totally disagree with NexGen. 
  

  if you were able to stop the leak with $1 cap why did you recommend me to replace the whole water heater, which would cost me $2,700 if I took your word for it. 
  
  All I wanted was to stop the leak, which has been caused by your plumber as far as Im concerned, instead of listening to your recommendation to replace an old water heater, which was working except for the leak. 
  

  I found many other complaints against NexGen in BBB site and other online sites. 

  

  Business Response

  Date: 08/15/2023

  you are welcome to your opinion. we installed a cap to achieve the outcome you requested, after our recommendations were ignored. It's still advised you change your water heater, but we would prefer you contract with someone else on that project. 

   

  thank you. 

  Customer Answer

  Date: 08/19/2023

  Your (NexGens) recommendation itself was wrong. 
  
  I just wanted to stop the leak, which was caused by your plumber when he drained the water heater for $88.

  Why did you recommend to replace the water heater, which became usable after replacing a $1 cap where the leak was?

  Why did it take 1.5 months and 3 plumbers, who all recommended to replace the water heater, instead of replacing the cap?

  Why was ********** for a new water heater 50% more expensive than a local plumber?

  Anyway, I put a closure to this complain at this time and hope you will do honorable jobs in the future.

   

• Initial Complaint

  Date:07/29/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I needed my outside A.C unit repaired I called NextGen heating an air conditioning service to check it out , when the technician got here we decided it would be better to get a new unit rather then keep replacing parts every year, so he made a call and the next day a Sales person came over, he began talking about units an what they do how they work, just flipping his tables a quick picture I told him even if I could see what your showing us I don't know what your showing us I never got to see any units of different sizes different brands any thing he said that he was getting us the best that would last a long time we'll save on electric ,he made certain to let us know we have a 60 day price match guarantee an swore that we would not find a lower price, and the next day they were there installing to make sure we didnt have time to get other estimates ,upon looking for price matches I discovered why we wouldn't , my house is only **** sq ft that would require a 1.5-2 ton unit, we were sold a 4 ton an he knows that he's been in the business for more then 20 years ,I told him him I don't want to finance he insisted yes I should have instead no more but he said no one ever gets approved well would you know APPROVED, we were sold a 4 ton unit for a **** sq foot home he knows that is way to much for the space there are a162 units in the park I live in not one has a 4 ton unit... well there is one now,, by the time I'm done paying it off it will have coast me ********* that is 180 payments of ****** when the price of a correct size for my home home would coast me 8,000-10,000,. I know that he was very well aware that he was up selling and over pricing like he says he's been doing it for more then 20 years , I'm only seeking to have a 2 ton unit with uninstall and install not at my expense as it should have been done at the start no more no less

  

  Business Response

  Date: 07/31/2023

  After reviewing the product sold and installed the system is accurate considering the heat load of her home and the way new high efficiency systems operate   
  

  if client requests a smaller tonnage unit we can do that but the pricing difference isn't as drastic as they think and we will hold no liability for the lack of performance.  
  

  min regards to the price match that is still in effect and client can price check. We don't allow our team members to adjust pricing and we are constantly comparing our pricing with similar competitors to ensure our pricing is standard with the industry.  
  

  I don't see any issues mentioned with the actual performance of the unit which leads me to believe it's operating correctly and is sized correctly as if it were over sized there would be major comfort issues in the home.

• Initial Complaint

  Date:07/20/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I was told after the inspection (which the failed 2 times) the system would be painted outside. I have contacted the company multiple times and keep being told they will have someone call me to schedule and no one does. I also can not review the company online and they refuse to answer.

  

  Business Response

  Date: 07/20/2023

  Please attach **************** notice. Last **************** notice received was on 3/29

  those items were all corrected. 
  

  we are unaware of any **************** requiring painting of unit. 

• Initial Complaint

  Date:06/18/2023

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On June 1st a Nexgen ac technician came for an ac tune up. He said it was 2/3 lbs low on refrigerant. I asked how much it was per lbs and he replied about $100. I said ok. He presented me with 3 options on an iPad. I told him I was only interested in the minimum tune up price which I thought was cleaning of condenser, filter and refrigerant at price he had quoted. I signed approval not being able to see the total on the iPad because of the suns reflection on the screen. I trusted the techs word. When my bank statement arrived I noticed there was a $1326 charge. The refrigerant was $195 per lbs for 4 lbs. He added aneasy seal chemical for $545. I had no idea the prices were so high since their tuneup special was only $88. I checked with 2 companies Ive used before for refrigerant prices. One was $70 and the other$ 109 per lbs. I also found out that neither company added easy seal to the units because it would breakdown and possibly clog the coil system. I was unaware of this problem and it was never explained. I called Nexgen company 4 times and left my number after asking to speak to a manager about the problem. I wrote a letter. Later manager, ********************* called and said he would like to come to a resolution we would accept. He said he would look into it the next day. I never heard from him besides he texting that he would speak to me. I texted him, left a voice message, emailed, he never responded. I want the easy seal flushed out of the system asap. I dont want future ac failure because of this chemical. Also, my previous company said that if I needed 4 lbs of refrigerant, I would have felt warm air from the registers. My ac was working perfectly before this visit. It was a lie that 4 pounds of refrigerant were added. Even *********************, the one manager who called agreed with this. I am willing to pay for an honest price for the refrigerant and the visit but I want the easy seal flushed and the remainder of the money returned to my credit card.

  

  Business Response

  Date: 06/19/2023

  Client is in communication with management team to come to a resolution Thats fair.  This is already being handled and dont know why client has filed a BBB complaint. Management has been in constant communication with client. 
  

• Initial Complaint

  Date:05/18/2023

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My family decided to purchase a new AC unit as our old one was becoming an issue and needing more and more emergency services.Nex Gen was quick to give a quote with an installation date. We decided to go with nexgen over our other 3 quotes even though they were the most expensive.On install day I noticed quite a few issues with the inital install. Our return grate was not replaced as per the contract no air filter was installed and no vents cleaned or serviced in the house. They managed to damage the brand new condensing coils and left them that way. The install crew also failed to seal the new unit and electric connections.We had a tech come out who resolved some of the install issues but didn't fix the main issue of him coming out...Within a month of our install we have also experienced on 2 occasions coming home to a house that is 99 degrees even though the unit is set to cool with a schedule running to maintain 70 degrees. When entering the house their is extremely hot air being pumped though each vent with more force than normal cooling.Nexgen is hard to reach after 4pm and even if you reach them it is impossible to get an emergency visit even being a brand new customer.My inspection with the county is tomorrow I hope this units fails with flying colors which should make the return process even easier.This company does not care nor take pride in their work. Paying ***** for a new unit that has random failures within a month is a joke.Run as far away as you can from this company. Don't even get a quote they have no idea what they are doing and their warranty **** is the worst in the business.Customer care never returns calls like they say they will and even threaten to not resolve issues how is the even legal it cant be......TLDR: Nexgen are cons who take no pride in what they do.

  

  Business Response

  Date: 05/19/2023

  Addressed with customer directly.  We will be there Saturday (per customer schedule) to address and correct all issues. Customer was given an extended warranty and service plan for their inconvenience. 

  Customer Answer

  Date: 05/21/2023

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
  
  Regards,
  
  ***********************
  
   
  

• Initial Complaint

  Date:05/16/2023

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Purchased a brand new, top of the line *************************** unit in May of 2022. Worked great for the first year. Had a technician come by on April 24, 2023 to do an inspection to make sure the unit was ready for the upcoming summer. The technician discovered a relay had burned in the condenser and the unit was not cooling. He stated he needed to order a part. That's the Iast time I've heard from NexGen. I have attempted to contact NexGen several times. I always receive the same response. "Sorry to hear about your issue. We'll have someone call you back shortly" It's now May 16 and nobody has yet to call me back. NexGen has ghosted me. I spent tens of thousands of dollars on this AC system that came with a lifetime warranty. It seems obvious NexGen has no desire to honor their warranty.

  

  Business Response

  Date: 05/16/2023

  Branch manager will be calling client within a few minutes. unfortunately, this fell through the cracks and the after-hours answering service did not relay the call from the customer to **. it is being addressed now and I apologize for the inconvenience. 

  I apologize the client felt "ghosted" but it is being handled. There is absolutely no case in which we are trying to avoid any warranty work or anything like that. 

  Customer Answer

  Date: 05/16/2023

  I believe NexGex is being very disingenuous in their response. I have called at least 6 times, always during business hours. For them to say it fell through the cracks due to after hours calling is just not true. I look forward to someone calling me however given their history I dont have my hopes very high. 

  

  Business Response

  Date: 05/17/2023

  I apologize for any confusion and as soon as I heard about this it has been resolved. Part is confirmed in and I have availability today to address this.
  

  I show only one call but will for sure look into what happens with the other calls. 

  Customer Answer

  Date: 05/19/2023

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
  
  Regards,
  
  *************************
  
   
  

• Initial Complaint

  Date:03/30/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am filing this complaint on behalf of my elderly aunt. Her address is 1**** ***** ******* *********** ** *****. My aunt had one leak under her home. She contacted NexGen, and on 10-28-2022, a NexGen employee came to her home, inspected the residence, and used a hard sell scare tactic to sell extensive plumbing repairs, most of which were not needed, in the amount of $18,500. The repairs included a full repipe of the potable water system with copper piping, main water shutoff with pressure regulating system, emergency shut off valves, new shower valves, and a few miscellaneous items. He said the repairs needed to be completed immediately or her floor would be ruined. No contract was presented. My aunt lives in a 600 square foot manufactured house in a mobile home park. The work was done the next day, a Saturday, without a plumbing permit. The work was not completed. Copper piping was not used. The NexGen employee harassed my aunt for a week for payment in full. He then tried to sell her a complete gas line replacement for an additional $11,000. My aunt told him she didn't have any more money. The permit from the CA Dept. of Housing and Community Dev. was pulled on December 28, 2022, and the inspection took place on February 14, 2023. The drawing that accompanied the permit was incorrect. The State Inspector did sign off on the permit, and cautioned the company not to do work without a permit and to make sure the drawing is accurate. I have contacted NexGen by phone and US mail to try to work with NexGen to resolve the matter, including a refund for work not needed and work not completed. My aunt does not want this company to complete the repairs. They rarely return phone calls.

  

  Business Response

  Date: 04/21/2023

  I offered her $6,500 to help her out as much as possible even though we didn’t do anything wrong here. I’m taking in consideration that the customer is in a tight financial situation, and understand she needs help. I haven’t received a response from the customer niece about the offer I presented. 

  Customer Answer

  Date: 04/24/2023

  Attached is a letter I sent to NexGen requesting a refund of $10,000, and that further communications would be in writing within 30 days of the date of the letter, April 7, 2023.  I would like to add that my aunt had to pay capital gains tax on the $18,500 that she withdrew from her investments to pay for this work; that amount was $3,400.  I received several text messages from NexGen employee Zach, with offers of settlement starting at $2,000, up to and including the offer of $6,500 mentioned.  I did not respond to this offer because it wasn't in writing, per my letter.  I had already countered with $7,250.  I did not receive a response from the company on that counter-offer.  To date, I have not received anything in writing from the company.  Thank you.

  

  Business Response

  Date: 04/24/2023

  The best offer was already discussed with Zach the president of the Plumbing division. Client is being unreasonable in her request. As much as we would like to resolve this client is unwilling to be reasonable. 
  If she wound like to continue further discussions with Zach she has his contact information.  

  Customer Answer

  Date: 04/25/2023

  I feel I must remind NexGen that they performed and recommended unnecessary work, proceeded to do the work without a signed contract, performed the work without a permit, did not fully complete the quoted work, overcharged for the work  performed; and harassed my aunt for payment in full before the work was completed and before the after-the-fact permit was finaled.  This is not professional, is against the Building Code, and is unethical.  We are not being unreasonable in our request for a refund.  

• Initial Complaint

  Date:03/02/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  In February 2022 We had our sewer lines lined with an epoxy sock because our lines were rotting away. My wife and I are senior citizens and our income is limited. This procedure cost us $32000.00 plus another $1000.00 to close up the hole they dug inside our home. Since we had this done our system in the back bedroom has backed up 3 times in which we called them to fix under the 7 year warranty. Its is backed up again and we believe they didnt do a proper job to fix the problem. Every time they come out they put a camera in the system. They tell me the results and say they will be in touch to fix it and we never hear from them again until we call with another backup. The last time they were here was about a month and a half ago a we were told they would have to dig up in front of the house to fix the problem. In the meantime the back bathroom is useless and its our belief that they are stalling on their responsibility. The enormous amount of money we spent does not justify the service we have received and we are asking for your help.

  

  Business Response

  Date: 04/04/2023

  Work has been completed on 4-4-23.