Complaints

This profile includes complaints for NexGen Air Conditioning and Heating LLC'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 LLC

  5472 E La Palma Ave Anaheim, CA 92807-2023

  
• 

  NexGen Air Conditioning and Heating LLC

  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:06/24/2025

  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.

  We bought a new HBAC unit from Nexgen in 2021 for over $10,000, 4 years later my furnished broke down and Nexgen is charging me $713 for a compressor saver which apparently the **** did not come with. I am already paying an excessive amount with this **** and I still have to pay more for the unit to run. This is like buuing alemon car

  

  Business Response

  Date: 06/25/2025

  due to the electrical surges the area experiences this was a recommended repair to prevent the unit from breaking down in the future. this is common in high heat areas with electrical surges. the other parts were covered under the manufacturer's warranty. Nothing was done wrong here and no refund will be given. 

  Customer Answer

  Date: 06/26/2025

  
  
  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID 23512477, 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,
  
  
  
  Chiela Pinagayao
  
  
  
   
  

• Initial Complaint

  Date:04/22/2025

  Type:Sales and Advertising 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.

  3/22/25 **** from Nexgen said to install a cleanout valve, replace some ************** the shower could cost as much as $12k as they would have to remove the downstairs toilet & possibly cut into the concrete driveway for the cleanout valve, & to replace the pipe, they may have to cut into the kitchen pantry. He had me sign boxes on a blank tablet. I signed because I know it is unlawful to do this so I was not signing anything. I had done business with this company 4 mos. earlier & was happy with the work done, advice given, & price; I told **** I had to prioritize the work as I am retired on a budget He said he could give me a 20% discount if I had both jobs done. On 3/24, two plumbers did all of the work n 6 hours, a lot simpler than explained. They dug a 3' cubed hole in the front lawn to install the cleanout valve-no removing the toilet, no cutting into the driveway. They cut a section of wall next to the staircase & one in the dining room ceiling, replacing 2 pieces of about 5-6 ft, of pipe, not having to cut into the kitchen pantry. **** then said their camera showed the pipe was still in bad shape & required epoxy. He also asked for another signature in a box on a blank screen .He said it would cost an additional $20k+, bringing the total to about $30k. At that point, I became extremely upset & accused him of scamming me. At 3 p.m. that day, I received the first document regarding pricing by email. It was an estimate for the work that had been done, $11,798. & $22,288 for the epoxy. 3/25, got a 2nd opinion. Their camera, showed no need for epoxy. They would not comment on the work done. Rcv'd an invoice from Nexgen for the work done, totaling $15,711. 4/1/25, s/w ****, installation mgr, about the bill. He offered to remove $869 for a difficult access charge. I said the bill was unreasonable. He was to s/w Accounting & get back to me. Instead, they filed a ********'s lien. 4/2, I recv'd a contract. dated 3/22 by email of $17,457, that I allegedly signed.

  

  Business Response

  Date: 04/22/2025

  Not sure what the client is claiming here as the detailed scope of work is on page 2 which she signed. it is not a blank contract. page 1 shows the amount charged. it is impossible for us to modify a contract once signed in our system. 

  she has uploaded the contract which shows the detailed scope of work as well as the amount she was going to be charged, and her signature is on all the necessary pages. 

  After review of signed agreement and pictures of work done there is nothing else needed on our end as the contracted scope of work has been completed. 

  Customer Answer

  Date: 04/28/2025

  I am trying to settle the bill directly with Nexgen. If this goes past the allotted five days, please do not close the file. If unsuccessful, I will be moving forward with my complaint.
  
  Thank you.

  

  Business Response

  Date: 04/28/2025

  The price and scope of work was clearly defined; the client did in fact sign for everything but is not trying to claim that they didn't sign. Not sure what can be done here, client received all work they were contracted to do and at the price contracted and approved by them. 

• Initial Complaint

  Date:04/10/2025

  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.

  Over charged. Billed for fixtures cant use. Damages to our home. Washing machine employees damaged. Dry wall damaged. Can not use bathtub where fixtures placed. Did not see invoice with charges of materials. Labor charges etc.

  

  Business Response

  Date: 04/16/2025

  All work was done to contract and specified, it was inspected and passed by the city. Client is in collections and is making up fake reasons to not pay. No refund is needed as client hasn't even paid paid, we will pursue all avenues of collections. This job has been completed since ******* and there have been no issues with any of the work done, only issue is collecting on the contracted work. 

  Customer Answer

  Date: 04/16/2025

  Nexgen is stated I was making up these problems is false. They never corrected the issues with the fixtures and my bathtub. We had an appointment they never showed up. My husband bathroom also has a problem they never fixed as well. Sent a plumber without tools never fixed @ loose fixture they placed. They expect payment. We told them  to until they corrected all problems.

  o

  o

  

  Business Response

  Date: 04/17/2025

  notes from our last visit. 

  "The last time she called in was 12/2024 regarding a leak & tech noted it had nothing to due with our work. ******** has been trying to reach them multiple times as well for payment no reply. I just sent them a text I will try to get us out there to see what issue she is having with her fixtures in bathroom"

  client has been nonresponsive to any attempts to contact and is now again creating false issues to avoid payment. we have reached out as recent as ten minutes ago to get someone out to reinspect her claims, but payment needs to be made at that time as well, This avoiding payment has gone on long enough. we will 100% correct any legitimate issues she may have but to date everything has been made up to avoid payment and be in complete breach of her contract.  

  Customer Answer

  Date: 04/20/2025

  Nexgen, is well aware of why we put a hold on paying them. The worker placed  1,500. Fixtures in my master bathroom knowing there was  serious problem with drain. Did not tell me until they were leaving. My husbands bathroom also had a new  faucet put in that was loose. Nexgen sent a manager over to see the problem.  A plumber came over without tools tried to use his hands  did not fix it. The outrageous priced that was charged is too much for what was done. Over charged for a water heater etc. also we y

  thought our home insurance was going to pay a big portion of the bill. Thats another issue.  Nexgen setup an appointment which they never showed Up to take care of all the problems they addressed. How dare they say Im making up stories. If I have to I will contact an attorney. I have pictures and evidence. For what Im saying.

• Initial Complaint

  Date:03/18/2025

  Type:Sales and Advertising 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 currently having a consumer issue with Nexgen heating and air. Two years ago we had a sewage backup and leak that leaked to our downstairs ceiling. We contacted Nexgen in our time of crisis and they gave us two options. 1) Spend $50K to repipe our 8 year old home or 2) spend $27k and epoxy our pipes and this issue will never happen again. Here we are 2 years later and had the same issue happen two more times and they completely misdiagnosed our problem. It ended up that we needed to change an angle in our plumbing system. I am now stuck with a 15 year loan for $27K and Nexgen is unwilling to reimburse us for this unnecessary repair.

  

  Business Response

  Date: 03/31/2025

  none of the work was unnecessary. we performed the initial repair that was causing a backup and found additional problems the additional items found were done at no charge to client, out of customer satisfaction. all contracted work was completed as well as additional work. 

• Initial Complaint

  Date:03/18/2025

  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.

  February 14 we called NexGen because it was an emergency situation. My bathroom was flooded the unit next to me. Their bathroom was flooded and it wasleaking down into a garage under our unit. We had a major clog. **** came out on Friday tried to contact his supervisor because they needed cut a hole in my wall and drop a camera down because they were unable to get a camera through the toilet Snake. They came out the next day I was not home. My husband was who just had open heart surgery is suffering from dementia and convinced him he needed to replace the pipe otherwise they would never be able to fix the toilet. My HOA is refusing to pay. They should paying because they were called before we hired these people to come out and finish the job so now they put a lien next *** put a lien on my property for over $5000. Its a total scam. The paperwork is totally wrong. I have contacted that *** many occasions with nothing done now that I told them Im reporting them to BBB and they said they would call me back so far they have not. I want the lien off my property. They also put $1000 on my credit card. I have gotten a refund from my credit card company calling this elderabuse verse senior citizens living on $2000 a month. Theres no way I can pay this plumbing bill that I dont owe. I have told next year to contact my association. They have done nothing. They need to contact Optimum PM in ****** they responsible for the pipesand any payment. This information has been supplied to next *** and nothing has been done after looking at their reviews. I realize that ******* does this all the time. putting a lien on my property after sending me the paperwork of work they never did like drywall over $2300 for drywalling that they never did. is very stressful. as you can see from the pictures I sent the invoice they had my husband sign was completely blank except for the price of 6800 and dollars. This is extortion and elder abuse at its worse.

  

  Business Response

  Date: 03/18/2025

  customer entered into an agreement with us and signed the detailed contract specifying the work needed. They are in a dispute with their *** on payment but that does not change the fact that they signed an agreement and committed to paying the bill. Their dispute with the *** has no bearing on us needing to be paid for the work completed or their responsibility to pay for such work. The line was placed as we only have limited time to apply it, and customer has already mentioned they have no intention of paying us for the work completed at their home. all of their other claims are false and there was on instance of "elder abuse" or being misled. client was well aware of the agreement they were entering into and their responsibility to pay upon completion of the project. we have fully cooperated with their *** to help the client get reimbursed. 

• Initial Complaint

  Date:02/13/2025

  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 January ****** I the homeowner needed a home install for 3 heaters a double wall and single wall panel. I went to ********** who referred me to Nexgen heating and Air. A sale representative came out talk to us gave details on what was required for the job we delayed the installation until the above date. Now we were told that a Permit needed to be pulled and it will cost $2,000. Now the installation was done and we had to wait the building and safety to come out and inspect allegedly for the permit the company stated they had to pull. Building and safety came out and on February 4, 2025 and was wondering why he was out to inspect a job that a permit was not needed for the job that Nexgen Air and heating had installed. The Building and Safety (City) ask why did we close the wall out because he needed to inspect we advised him that no walls were opened just a switch out was done and was advised that no permit was needed for the job that was performed. We reached out to the company several times spoke with **** ******* who advised he would look into the situation and will contact me the following day never heard back from him. I gave the company a couple extra days to talk with me on how the issue could be resolved and no one will contact me. I spoken to multiple people at the office and get the run around still no one reached out they just provide a generic response we pull permits for everything we do because they stated ********** tells them they have to when clearly Building and Safety said no permit was needed for the work they did. I ask the company to do the right thing and refund me the money that you used for the job that was not needed and the refuse to do so.

  

  Business Response

  Date: 02/14/2025

  *******, 

  your claim that permits are not necessary is completely false. first off permits are ABSOLUTELY required when changing out wall heaters which we did multiple heaters for you. Secondly, per **************** license Board (**************) any project that exceeds $500 with parts and labor DOES require a permit. If they weren't required, the city would not have issued them to us. The permits are a cost we incur and are part of the project there will be no further discounts given. We will always follow all local and state requirements and guidelines when it comes to our projects. 

• Initial Complaint

  Date:01/07/2025

  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.

  I called NexGen, AC and repair to have them come out and fix my heater since they would not be able to come out for several days. They had me buy a protection plan. November 16 started protection plan membership before the unit was even seen. They came out the next week and and fixed the switch in the attic to repair the heater they charged me $240 and gave a discount for it to be$225 because of my protection plan membership. Three days later, the switch in the attic went off again. When I called nexGen to come out and fix the heater again they said that the unit needed to be replaced first they gave me an estimate for $34,000 from the manager second they gave me a estimate of $15,000 and that was yesterday January 5, 2025 and they also gave me an estimate that was for 3400 each estimate fixed the unit at different levels of repairs. When the text came out, they took apart the unit and now it is in many pieces and it doesnt turn on at all. They left it all over the place and even if I wanted another company to come out to fix it, it is torn apart. There was several different repair tax over the last two months next General has said they will give me back my money and my protection membership instead of fixing the heater but the unit. I feel like theyre trying to take advantage of an elderly disabled woman instead of doing what is right. Since they have taken apart my unit they have given me no chance to go with any other company. I dont feel that this is right. What is the point of a protection plan if theyre going to cancel it as soon as they need to do any work.

  

  Business Response

  Date: 01/14/2025

  We have left multiple voicemails and messages to client with no answer or returned calls. My managers would like to inspect the unit and if it is in any way disassembled we would get it working order as well as rectify any repairs that allegedly failed.  Client has been non repaired stove to our attempts.  

  Customer Answer

  Date: 01/17/2025

   

  To whom it may concern 

  I **** ********  after Three weeks last night was the first night I had my heater systems  back , it seems the person last time came from Nexgen co did not put the wire back togetter and basically was human air and Nexgen co did not know about it but yesteryear one of there top technicians came and find that out that was humans air he saw the problem and fixed it , and also I am  great full that my heater working I withdrew my complaint and I am good  no more freezing night 
  Thanks BBB for helping me for this matter 

    

   

  
  

• Initial Complaint

  Date:01/05/2025

  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.

  Around sept 2021 I bought a central air conditioner from ***. It's cost around ******. After installation when it rained our roof would leak. Nexgen sent people out to fix the problem and told us it wouldn't leak. When it rain again the problem returned. Soon they said the a/c was not under warranty and it would cost to send someone out even though the a/c was still leaking when it rained

  

  Business Response

  Date: 01/06/2025

  project was done in 2022 a roofing company was out to seal the roof at the time of install. warranty on roofing patches is 1 year but I do show us out in 2024 covering additional roof patching at no charge to client as a good will effort. At that time client was given contact info to a roofer if they wanted a longer warranty as their roof is aging and leaking in multiple spots not related to the ** unit.

   

  not sure what else we can do for them as they are out of the warranty period by quite some time and they did not reach out to the referal for a long term solution to their roof problems. 

• Initial Complaint

  Date:12/19/2024

  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.

  My moms ac unit went out we contacted NexGen to come take a look they said they could get the job done same day which was new parts. Installer installed everything when it came to payment my mom put all her in information got her card and paid and went about her life this was beginning of September now were in December and they came pounding on our door threatening to take the parts out its been 4 months shouldnt this be the business responsibility from her side she paid once she swiped her card and got a receipt

  

  Business Response

  Date: 12/20/2024

  Not sure what the person is asking for, the complainant isn't even a customer of ours. if the customer had a failed payment or *** we would be following up on balances owed. 

• Initial Complaint

  Date:11/21/2024

  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 to come out and remove and then reinstall our ac condenser unit to the same spot. we were told that if we touched it that our warranty would be voided, the technician that installed the unit installed it on our wood porch and my husband told the technician he didnt like that and we were going to put cement, he said he would come remove/reinstall it when that happened to the same spot. So we get an estimate of $2700 and Im like what why, he goes on explaining this and that, the technician called the manager, said its been two years and **** no longer works here, I signed the estimate cause they said we can work this out later with the mgr, my husband asked for the work to be done. It was a whole relocation description with copper wire and voltage lines installed, the manager told my husband its just estimate, it was iso drawings, aerial map, install electrical lines, copper lines, replace filter dryer, est work 2-4hrs. 15 mins to remove the ac condenser and It didnt not even take an hr for reinstall because they didnt do anything except put it back weld copper pipes together, put the electrical wires together, put Freon in the system to top it off, then one other machine to check compression, I said oh that should be half of what the estimate was wheres the drawings they said we dont have to do that, wheres the filter dryer oh we dont have to install that, oh ok. Then they also said they had to redo all wires, which didnt happen. Then I get the invoice and its $2788, this is ridiculous wont give a breakdown of the work completed and cost. As a business that is unacceptable. No call back from manager and my husband has been calling ***** and she wont respond either. I said I want it changed for billing to reinstall ac not relocation, the relocation selection in there systems is charging that exact amount and it definitely was not a relocation. I want that changed and I do not want to be charged for a service that didnt happen.

  

  Business Response

  Date: 12/02/2024

  we don't break down service item pricing the way the client is asking for it. scope of work was explained to client and costs involved to perform the work they wanted done. Not sure what else client wants from us.