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: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. 

• Initial Complaint

  Date:02/17/2023

  Type:Order 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 11/21/22, I contracted Nexgen to replace two decades-old **** units on my property. I was given the proposal and the contract within the same day with no time to fully process either document and a warning that my quote was only valid for a 24 hr period or else there would be a significant price hike.The $36,000 price tag was supposed to be for the most fuel efficient components on the market and were guaranteed to use 45% less energy in winter, 40% less in summer.The systems they installed, ASH155T and ASH153T, are sub-standard with an efficiency rating of 13.8* (14.* being the LEAST efficient on a scale, 27* the most.) 2 pro-**** thermostats listed in Nexgens proposal were switched for less expensive and efficient pro-6000.Since the installation of these units, the therm consumption on my monthly gas bill has increased almost 2 1/2 times, while my heating habits havent changed. I continue to set my thermostat at 62 degrees and will even go as far as wearing ski clothes indoors. SoCalGas has checked for leaks, but there are none.On 2/13/23, Nexgen branch manager, *********************, was sent to discuss the replacement of the **** system.Instead ************** tried to sell me an additional $3,000 worth of equipment to bring the units up to standard.Despite the complete absence of information about these units online, ************** feels it is the consumer's responsibility to understand the technology,operation, and efficiency of these units.************** tells me, I am confused about therms as a measurement of gas usage AND that higher therm consumption means improved efficiency.This seemingly confirms my belief that I am being targeted as a senior citizen. Since Nexgen does not intend to replace their inferior equipment, I would like it removed.

  

  Business Response

  Date: 02/18/2023

  Client was presented numerous options from low end to high end options ($7,500-$50,000) she agreed to the option that best fit her budget. what was installed matches what was presented, and on the contract as evidenced by her uploaded documents. her claims of us installing different equipment are completely false. please refer to the documents she uploaded herself. 

  In regards to the thermostat the Pro **** thermostat has been discontinued and substituted with the ****. I can get some new old stock **** and will install them for her if that is her request. 

  In our area the **** regulates the furnaces we can offer and install. the system that is installed is 100% compliant with all energy standards in place as well as subject to a state certified Energy rater to audit the installation and performance of the system. we can not install sub par equipment. 

  in regards to the claim of us trying to get $3000 from her. This is also completely false. when our branch manager arrived to inspect the system she asked what higher efficiency units would cost. he advised her that the upgrades in furnaces alone would be in excess of $3000 to go to 90%AFUE furnaces.

  due to the unusually cold weather we are experiencing this year we are seeing alot more demand for heating over years previously. I cant do anything about that. 

  clients claims are completely false and she is using Review sites and BBB to try and get upgrades on things she chose not to do on her original project due to her budgetary constraints. 

   

  resolution:

  we will install pro **** thermostats if client wants them at no cost.

   

  systems presented, chosen and installed are all correct and match. no changes to equipment will be made unless clients wants to pay difference. 

   

• Initial Complaint

  Date:12/21/2022

  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.

  I've spent $10,000.00 installing a new ** / Heater unit in December 2021. In less than one year, I've had to call them for 3x Air Conditioning failures, they failed the inspection, and 4x heater failures. Today, I'm calling them again because the heater is not working again. Every 2 weeks the heater goes out. (The ** would probably have gone out more than 3x if I had used it more often). This is absolutely unacceptable quality of work where I've had to call company 9 times for poor quality, incompetent, and malfunctioning work.....all within 1 year of a new unit (?) being installed. Now I'm wondering if it is, in fact a new unit I paid $10,000.00 for.

  

  Business Response

  Date: 12/21/2022

  I have verified it is 100% new equipment. Arranging for our quality control manager to go out and come up with a permanent fix for client.  

• Initial Complaint

  Date:12/08/2022

  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.

  Out contract with NexGen included permits, however, 2 months after the job was done, the permit is still not done. We have been trying to get NexGen to perform on our agreement for permits and inspections, however, after 2 months they are no longer returning my calls, emails, or texts. This leads me to believe that they know their work will not pass a permit inspection. We were told the permit inspection would take up to 2 weeks to complete, but it has been over 2 months.

  

  Business Response

  Date: 12/09/2022

  We are working diligently with the city to schedule the inspections. Unfortunately we cant control the citys schedule. Our team has been in contact with client and we have no concerns that the work completed by is wont pass inspection. Our GM of plumbing will be reaching out to client directly.  

• Initial Complaint

  Date:11/24/2022

  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.

  11/21- We called NexGen to have them look at our furnace , because the thermostat kept telling that the furnace is cutting on and off. The first tech that came was working on it and it started to rain but he advised that it was feeding too much gas in to the furnace so they just need to come down and lower the gas. They came back the next day, and we were advised that the coils needed to be cleaned, in addition to them lowering the gas output. Literally 15 minutes after the tech left,the furnace began to cut off and on again, so we called back and were advised it would be $89 for them to come a diagnosis it after we just spent $600, when we brought that to his attention, he said someone would call us back, but no did. We had to call back and were advised another tech came out free of charge. He looked at our unit and advised that our motherboard needed to be replaced because of the vibration. When the furnace starts up, it would loosen the cord and cut the furnace off. We were hesitant to agree to the steep price of $1300 as we already had paid $600. He then offered a discount of $600 since we already had basically paid half. So it would cost about $700 more to replace the motherboard. The motherboard has since been replaced but the issue is still occurring after being told that replacing the motherboard would fix the issue 100%. I am honestly hesitant to call back since we are already in the hole $1300.

• Initial Complaint

  Date:10/29/2022

  Type:Sales and Advertising 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'm writing because I called this company months ago and asked them to remove me from their marketing lists, and that request has been ignored. I got a robo-call today, 10/29/22 that left a 1:33 long voice message offering to service my heating system because "starting it could be dangerous". I am on the national "Do Not Call" list, but they obviously don't check that. I receive a large marketing mailer from them about every two weeks (two of them are shown in the attached file). I would never do business with this company because I believe they would need to charge an inflated price in order to cover all of their marketing expenses. I need for them to remove my information from their marketing list and any other data systems, and to cease sharing my information in any way. The ** license numbers on their mailer are CSLB #****** AND #*******. The ******** website lists their address as ************************************************************************************.

  

  Business Response

  Date: 10/29/2022

  Client was removed from all forms of contact in our system. No pre is our records of this client speaking to us previously.

  Customer Answer

  Date: 10/30/2022

  
  Better Business Bureau:

  Not sure what "No pre" means in their response, but I definitely called and made the request on a Saturday.  I could tell by the sound of the young man's voice that my request probably wouldn't be processed.  Had a "yeah, whatever" kind of attitude.
  
  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:08/29/2022

  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.

  Nex-Gen did some air conditioning work at my home. I had inquired if a supervisor would be coming by to check that the work was done properly and then i was told that i needed to call the city for an inspection myself. none of this was explained to me during the time the contract was signed for the work to be done. Also, ******* one of their employees broke the cabinet in my bathroom and when i spoke to ******* the day of the incident he told me I would need to pay him $500.00 upfront and purchase the materials for him to fix what he had broken. I refused and contacted Nex -Gen about what happened, and they said ******* didn't do it and that I am old. I filed this complaint with you all earlier and received a letter saying you closed it because you did not hear from me. I don't even know how to get in contact with a live person from your office. So please here is my phone number ************ if you need more information or have questions, please call me.

  

  Business Response

  Date: 08/30/2022

  This complaint  is completely false 

   

  1) multiple appointments  have been made with client to have their inspections done. The client confirms schedule each time and then continues to “forget” or “miss” the inspector. We are still attempting to get them scheduled with inspectors. 
  currnetly we have schedule inspections for the following dates all of which client has failed to make even though they have confirmed the date works for them. 
  8-22-22

  8-15-22

  7-5-22

  5-19-22

   

  on the second item of the “broken” vanity customer had a continuous water leak that was not repaired and the vanity was completely rotted out on the bottom. Customer chose not to do any repairs for the water leak but is now falsely claiming it was damaged. As evidenced by attached photos you can clearly see the unit is rotted and neglected. Far before our technician arrived. Client is utilizing review sites to try and extort us into a free vanity. We have given them the option of buying an new vanity and we will install it or they can kick one and we will purchase and install at our cost. (They have denied both resolutions). 

  Customer Answer

  Date: 08/30/2022

   Nothing that Nex-Gen has said is true, first off they told me I needed to call for inspection, I am home everyday and no one has been here and Nex-Gen did not inform of any inspection dates they secured on my behalf. I am not trying to extort this company for anything. They need to take ownership of breaking the vanity. Also ******* the technician  told me to my face that if I paid him $500.00 up front he would fix the vanity. Why should I pay for something he broke? Next on 8-20-2022 an inspector named *** *** alleges he was here at 8:50 a.m not true I was up and dressed sitting in my living room having looking out the front window. This person did not knock or ring the bell he put a note in the door saying sorry I missed you and he was going to his next appt. I called right away and left a message, he has not returned my call.  I need you to please reopen this complaint. Also Nex-Gen never offered any solution concerning the broken vanity. When I contacted them about this the young lady I spoke with said that ******* did not break the vanity and they would not fix it . So they are not being truthful and to say that I forget or can't  remember is also not true. They assume that my age has caused some form of diminished mental facilities. That to is also not true.

  

  Business Response

  Date: 08/30/2022

  I have enclosed photographic proof of the multiple attempts to schedule inspections as well as the rotted neglected vanity. This has nothing to do with recollection or opinion on this matter. Client is not accepting that they have missed the inspections on numerous accounts as well as the fact that their vanity was in horrible shape prior to us ever stepping foot in their home. 

   

  We keep very detailed records and photographs of every interaction with all clients for cases just like this where a client is trying to get free items when we have done nothing wrong. This is one of those cases where our documentation has protected us from false claims. 

   

  Fact……there have been multiple inspections scheduled in which every time the homeowner claims no inspector showed but somehow managed to slip notes on the door unseen. Photos with date and time stamp uploaded to this response. 

   

  Fact….. the “vanity in question was damaged by the neglected water leak that occurred far before we ever stepped foot in the home. This is also backed up by photographic proof

  submitted with this response. 

   

  I request BBB close this complaint as a false claim due to the proof submitted with this response. 

• Initial Complaint

  Date:08/18/2022

  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.

  Had about $20k in work done by this company. The work was never finished and they billed the finance company for the full amount even though the job was not complete. It is 8 months later and they left me with an open hole in the side of my house from when they replaced my electric panel. It was not installed correctly and needs to be fixed - the panel was mounted too deep and you would not be able to open it once the stucco was repaired. I have continuously called them and they say they will get back to me and they do not. I had to put drywall inside to cover the hole myself out of necessity but it was left by them as a fully open hole through my house to the exterior. The exterior is still open and the panel needs to be reinstalled and then stuccod - work that has not been completed in over 8 months after they received full payment even though I told the financing company that the job was not complete. I would like them to follow through with finishing the work. I also feel like there should be a resolution with payment, as I used financing through them that was to be 12mo interest free but they were paid long before the job was ever complete. I feel that should begin once the job is FINISHED. I am exhausted having to endlessly call and follow up with them only for them to go silent and not follow through.

  

  Business Response

  Date: 08/18/2022

  You will be hearing from **** the east region general manager ***** 

• Initial Complaint

  Date:08/17/2022

  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.

  Bought A/C and furnace from Nexgen in 2019. Have had problems with both. Now, I have been without a/c for over a week. I paid $1100 for a supposed nicked wire in the a/c cable. A/C went out after paying the $1100. Then, was told it needed a part. Would take a couple of days and would be repaired Saturday the 13th. It wasn't. No one called. I had to call three times to find anything out. Absolutely no customer courtesy.Next told that the part would be in Tuesday (yesterday) and would be installed today at 9:00 a.m. It is now 9:30. No one has called. I called and was told the tech is on his way. This company deserves the lowest rating possible and would never recommend it. It is very stressful for a senior citizen.I would like my $1100 back.

  

  Business Response

  Date: 08/17/2022

  As client stated in his own words, the Repairs were made, unfortunately we dont any control the supply chain issues happening globally right now. We have done everything we can to handle this as promptly as possible.

  Customer Answer

  Date: 08/17/2022

  The appointment for repair was at 9:00 a.m. this morning. This has nothing to do with "your supply chain". Your receptionist said he was on his way an hour ago. It is 10:06 and no one has showed or even had the courtesy of calling. I put off other chores because of this appointment. I paid $1100 and still no air conditioning.