ComplaintsforNRG Heating and Air Conditioning

• Initial Complaint

  06/22/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  We scheduled NRG for an evaluation of our new HVAC system which has suffered from "dirty sock syndrome." The technician, came out and did a good job localizing the problem and suggested we have our ducts cleaned. He gave us a quote for duct cleaning and suggested we sign for the service and provide a deposit and told us we would be contacted. He failed to mention that we only had 72hrs to cancel or we would lose the 10% deposit. We spent several days getting other quotes. We contacted NRG to cancel since their quote turned out to be 300% higher than two other major companies in **. The standard going rate per duct in ** apparently is $65. NRG wanted $175 per duct for the exact same service (mechanical cleaning and disinfection). We got their initial quote on 6/1 and attempted to contact them on the third working day on 6/6 but were unable to connect with a human until 6/8; we were told we would not be refunded our $169 since it was past 72hrs. They indicated "we record all our phone calls and have no record of you contacting us." They indicated they left me several messages - I also record and keep all my messages and never received a call, voicemail or missed call from them as stated. We did give them ample opportunity to reconsider and they finally offered us a "credit" but not a refund. With this type of predatory business practice and fine print there is no chance we will ever utilize their services and are sorely disappointed. We would like to have our deposit refunded.

  Business response

  06/24/2022

  Consumer Response /* (2000, 6, 2022/06/23) */ The company contacted me and said they would provide a refund if the BBB case is closed. Please consider this resolved.

• Initial Complaint

  06/18/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  4/20/2022 Diagnosed AIr with a leak, got second opinion and no leak exist. Put down payment of $370.00 credit card would like REFUND . Same issue happened to a friend of minsame issue ,second opionion and replacement not necessary. She did not put down payment so no issue.. NRG is scamming senior citizen that knows nothing of Air or problem. Please help in getting refund and stop NRG from scamming senior citizen. Thank you..

  Business response

  07/19/2022

  Business Response /* (1000, 8, 2022/07/06) */ Client was given a refund of $370 Client has also requested a letter that is being sent through email

• Initial Complaint

  03/03/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  12-22-2021 Date paid for Carpet Cleaning $185.00 NRG Heating and Air were to provide us restitution for the damaged caused by a leaking vent which damaged our carpet and padding. We paid 185.00 to clean only our carpet, but the padding underneath was also damaged. NRG offered to send their own carpet cleaning crew, but it would take several weeks before that could happen. Needless to say, with Christmas in a couple of days it was necessary to rid our house of the smell of mildewing carpet. During and after the rain that fell it was necessary to have the repair guys come out to our home to fix the same problem at least four times which was the leaking vent. After the fourth time we called for this issue, they contended that they were sending out their most experienced guy who expressed to us he couldn't believe how bad the work was inside and out. We have had a major problem getting return calls from this company. We call, they say that the person you want to speak to is busy and will return your call, which never occurs. We've tried to communicate with this company numerous times and received no return call. My wife in the beginning approximately Oct-2021 tried to get this company to return our calls, up to this very date 03/2022 we can-not get the management or the different factions of this company to return our calls. We would like to discuss a legal document they sent us regarding this whole matter, of which the document is totally unacceptable, but we have not been able to discuss this with a manager or higher up at all. This business committed to providing us with a HVAC Unit that would not leak inside our home and damage our property. It is our contention that they should pay for the full amount of damage that occurred full restitution for the damage, when we told them the amount after having the work done, they decided that they would only pay a portion of the bill. They decided to change from 185.00 the total amount, to 125.00 which was not agreed upon.

  Business response

  03/31/2022

  Business Response /* (1000, 5, 2022/03/14) */ We have been in touch with the client and we are scheduling someone to to the cleaning and repairs. We are also refunding the client that total of $185 which is what they have requested

• Initial Complaint

  11/29/2021

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Bought a part for air7 heat, and did not need it. Iasked for my money back, and got the round around. Then told they do not give refunds, so I tried to make an appoibtment for them to come to my hame, but I was told they used my motor I bought for someone else. I paid $900.00 dollars, and was told to put on credit.. I will never use this credit in my life, because I am 66 years old. I do not trust them, because there was nothing worng with my motor on my unit, I would very much like my money back.. I am on fixed income (Social Secuity), and I need my money back.

  Business response

  12/03/2021

  Consumer Response /* (2000, 6, 2021/12/03) */ I would like to withdraw this complaint. I got a call form NRG's general manager that they will send me my $900.00 back. So if you please withdraw my complint that I made on 12-1-2021. Thank you..

• Initial Complaint

  09/01/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  One of our two home HVAC units was not working because it stopped producing cold air. We listed this online and NRG called us. Then a service guy (Zev) from this company came in around 6 PM (probably the last visit of the day) on 7/20/21. He was in a rush and ended up checking the wrong compressor in the backyard (the upstairs one should be checked but he checked the downstairs one which worked just fine). When my wife pointed that out, he refused to check the other one that was not working. He simply said the AC is too old and he didn't need to check the other one. Without diagnosing the problem correctly, he suggested we had to replace the whole system and gave us a quote of over 5,000 dollars. The whole stay lasted about 5 minutes. Of course, he didn't forget to take a check of $95 for his "service." A few days later, over the phone, I complained to a manager who insisted Zev did a thorough job diagnosing the problem. The manager refused to refund the 95 dollar service charge.

  Business response

  10/01/2021

  Business Response /* (1000, 8, 2021/09/22) */ Contact Name and Title: **** ***** - Asst. GM Contact Phone: XXX-XXX-XXXX Contact Email: **********@nrgair.com When the technician (***) got there he was shown which system to check by the homeowner the service call was for a system and not for 2. The client wanted *** to diagnose the 2nd system for Free. Client complained of system not cooling, *** told the client that his refrigerant leaked out and explained that it is a very old system and he would recommend replacing it because if not he would have to charge for a leak check and then add refrigerant and R22 is very expensive since all the new systems are being done with 410A refrigerant and left a quote to replace the system. Client called out another technician that added a couple pounds of refrigerant WITHOUT doing a proper leak test. WE WILL NOT DO THAT. We do things properly and not half way just to charge the client money. Client wants the service call charge of $95 refunded. Our technician gave the correct diagnosis, but did NOT want to just add the refrigerant because that is not the way it is supposed to be done. Consumer Response /* (3000, 10, 2021/09/23) */ (The consumer indicated he/she DID NOT accept the response from the business.) They insisted on doing a good job diagnosing the problem. However, LIKE I SAID in the original complaint, the technician didn't even bother to check the right unit. The technician wanted to leave ASAP so he didn't explain anything either, just saying it was too old and we needed a new system. That's why I am arguing that the fee we paid for a diagnosis (or service call as they put it) should be refunded. We don't grow money on a tree so please give us a refund. Thanks. PS - THEY said they explained it is going to be expensive to check leaks, but we were not told this until several days after the technician left. We were not satisfied with the service provided by the technician who visited our house. Also, they ridiculed the person who helped us fix the problem by implying that he didn't check or fix the leak; the fact was he did fix the leak by replacing a screw. Anyways, I argue whatever happened after the first diagnosis service, for which we were charged 95 dollars, had nothing to do with this claim. We wanted our money back because there was no proper diagnosis service provided whatsoever. Business Response /* (4000, 12, 2021/09/24) */ ******, Once again the diagnosis was given to your wife (you were not even home during our visit). The unit we checked was the unit your wife pointed us to check that's how we knew it was outside. You'r wife did not want to pay a 2nd service charge to check the 2nd system. Finally the diagnosis that was given to you by the other technician, was the exact diagnosis that was given by our technician, which was your system had a leak. Consumer Response /* (4200, 14, 2021/09/29) */ (The consumer indicated he/she DID NOT accept the response from the business.) I stated the facts based on what my wife witnessed And I testify It's a truthful account of what we experienced with you. You said Your diagnoses were the same between the two technicians. But the technician who visited our home didn't even say it's a leak. He just said it's too old that we had to replace it. Also the second technician did not count because that's after the visit, when I called and complained and requested a refund. Now you admitted the technician checked the wrong unit. My wife asked him to check the right one after that, but he didn't. You said my wife refused to pay an additional fee for him to check the second one, which was a total lie. This was never brought up during the visit. Even if she did refuse to pay, I would argue, it would have been outrageous because You guys were supposed to check the right one for the problem, right? How could you ask for an additional fee for him to do that? I am still requesting a full refund,I will not be satisfied until you agree to provide me that. Business Response /* (4000, 16, 2021/09/30) */ We will go ahead and refund the customer $95. Consumer Response /* (2000, 18, 2021/09/30) */ (The consumer indicated he/she ACCEPTED the response from the business.) Thanks.

*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. ↩