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:06/14/2022

  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.

  On 5/19/2022 I called Nexgen Air Conditioning and Heating, *** for routine check on my AC unit (newly replace barely 3 years old). I was told by service man **************** , that the unit needed it additional Freon and that it had a leak I argued how could it be possible but I trusted to what he was saying. so I gave him the go ahead. they billed me $741.18, 3 days went by no use of the unit until was need it, when it started it make an awful noise Immediately call them back I was told my same service man that compressor had fail and no longer working and it need it replacement.I called the ***** warranty (10 years on my unit) i was told it would be replace at no cost but it needed it to be replace by a ***** dealer and the gave me ************* Custom Air License #********** They came and gave an assessment I paid $100.00 gave me senior discount There labor cost was $3,650.00 I had to wait two weeks for order of compressor without air on 100 degrees weather Finally got replace and now working but i feel that I was taken advantage by a no experience technician and I should be refunded for the labor cost. After pleaded with them the refund me $741.18 to my credit card but after agreeing to there mistake they refuse to pay me for the labor cost.

  

  Business Response

  Date: 06/14/2022

  Client has already been issued a full refund for all monies spent with us.  

• Initial Complaint

  Date:06/10/2022

  Type:Product 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.

  5/17, a week prior my 90 year old father called them out for an 88$ tune up that turned into 250$. Soon after my condenser stopped working. I suspect sabotage cause I found wires around my unit and backyard to the unit. They charged 1000$ for a capacitor and kickstarter; stating my system was obsolete and there was nothing they could do for R22 coolant. Totally failing to mention R410a or R407c as an alternative.I feel extremely overcharged for a poor consultation. I do not need a new ac unit and the information I made my decision on was a lie.There is still life in my system and there are alternatives for refrigerant that I needed.I would like them to take their parts back, capacitor and kickstart and refund me.They have also yet to send me an invoice but I can show you bank statements with the charge from nexgen.

  

  Business Response

  Date: 06/10/2022

  Even thigh the customers  are completely false 

• Initial Complaint

  Date:06/06/2022

  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.

  On 1/4/22 I experienced the worst customer service from the sales representative that was sent to give me an initial quote on the services requested. ********************* called and apologized for the service received and to compensate for our experience he offered us a great deal that I reluctantly accepted. We scheduled the service and on 1/14/2022 Nexgen installed 2 AC units, 2 furnace and breaker. 2/26/22- breakers went outA technician came out the same day and told us that the breakers where fine. I decided to still have an electrician come out and as soon as he took a look at the breaker, he was clearly able to tell the incorrect breaker was installed.. I called Nexgen back and told them what I was told.2/28/22-New technician came out and immediately was able to see that the wrong breaker was installed and replaced with the correct breaker.On 6.4.22 the same breaker went out again as well as crackling and sparkling sounds were coming from the breaker. We decided to shut the breaker off and the following are the sequence of phone calls made:4:51PM- called Nexgen to report the problem. 6:01 PM- received a call back from a man named ***** stating that the only available appointment was until Monday. I urgently expressed the immediate need of attention to this problem as this breaker was also connected to partial of the house including the tankless water heater and refrigerator. He told me he would see what he can do and would call me back 6:37 PM- I called Nexgen for an update as I had not heard back. I spoke to a woman ***** and she said AGAIN they would have the appropriate person to call me asap 8:01PM- no call back, so I called Nexgen again for an update and spoke to *****, she said she would send a message to dispatch to call me asap 6/5/22 @10:24AM- no call back, I called Nexgen and spoke to *******. I expressed my frustration and stated no one was available. She stated that she would have someone call me back asap.As of 10PM 6/5/22 no call back

  

  Business Response

  Date: 06/13/2022

  We are sending a tech to fix the issue. Asap. 

• Initial Complaint

  Date:05/18/2022

  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.

  We called NexGen for an A/C tune-up a few weeks ago and they sent *****. Please note they charged us $250 for a service advertised as $88 on the website. Additionally, our unit was working perfectly fine, it was just routine maintenance. Not sure exactly what he did, but he sabotaged the unit and it stopped working shortly after. We called them to fix it and they sent another technician ****. He informed us we needed to replace the capacitor and kickstart for $900. First of all, those parts cost less than $100 on Amazon so they charged us $800 for less than 1 hour of work and wanted the payment upfront. This service costs less than $500. They show you a fake website with inflated prices. They are dishonest with the prices and they would not admit they made a mistake with the first technician they sent and would not offer any sort of refund for destroying our unit because we "signed papers". They also tried to push us to buy R22 coolant. When I informed them I am aware R427a was compatible with the unit they refused to do that because they make a larger profit on R22. My family is in the **** industry on the East Coast and never have I worked with such crooks that falsely inflate prices, LIE, and take advantage of people like that.

  

  Business Response

  Date: 05/25/2022

  We went over the options we had as well as pricing upfront to perform repairs to client system, Client approved all work as quoted. We only offer factory specified refrigerants and factory approved parts. although the there are some cheaper options available they dont perform to factory specifications. We would be more than willing to offer customer a full refund and we will remove the installed items. Not sure why client is now having an issue after they approved work as quoted. Multiple attempts have been made to contact client and rectify this with no response form client.  
  

  unfortualy we cant perform repairs, pay employees, cover insurances, etc and offer parts at cost. So their will always be a **** up on sorts and se TV come to cover those high costs we incur to operate and stay in business.