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Nexgen Air Conditioning and Heating, Inc. complaints

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5472 East La Palma Avenue
Anaheim, CA 92807 | Get Directions

(855) 410-8007

http://www.nexgenairandheat.co...

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Total Amount in Dispute:
$450.00

Total Amount Settled:
$0.00

Complaint Experience

100%

Complaint Resolution Index (CRI)

Complaint Resolution Index (CRI) Explained The Complaint Resolution Index (CRI) is an indicator on how responsive a company is in addressing and resolving customer complaints brought to their attention by BCA. If they are considering doing business with the company, consumers can use this indicator to forecast the likelihood of having their issues addressed if a problem arises. CRI measures the company's customer satisfaction abilities through BCA’s complaint mediation process.

A variety of factors are considered when calculating CRI. This includes how quickly a company responds to complaints, the number of complaints against a company, whether the company addressed complaint allegations, and the outcome of the complaints. CRI is just a subset of the overall rating for the company. Consumers are encouraged to take into consideration the company's CRI, their overall BCA letter rating and other relevant information about the company so they can make a well-informed purchasing decision.

BCA's Summary and Analysis:

Our complaint history for this company shows that the one complaint brought to the company’s attention was responded to and given proper consideration.

Complaint Closing Statistics

1 complaints against Nexgen Air Conditioning and Heating, Inc. closed in last 3 years.

Complaints	Type of response
0	Making a full refund, as the consumer requested
0	Making a partial refund
0	Agreed to make an adjustment
0	Refusing to make an adjustment
1	Refuse to adjust, relying on terms of agreement
0	Unanswered

1 complaints against Nexgen Air Conditioning and Heating, Inc.

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5/19/2021

RESPONSE: Refuse to adjust, relying on terms of agreement Amount in Dispute: $450.00 Amount Settled: $0.00

Customer Complaint

2/2/2021

Consumer alleges: Your technician came out to check my air conditioning in June 2020. Now, your company is contacting me stating I owe money. I have made monthly payments of $100 a month. Then, I was immediately sent to collections. I paid NexGen until the Edison company told me that there was no antifreeze in my AC and the part that holds the antifreeze had never been replaced. So, what did NexGen actually do when they were here?! I feel I was taken advantage of as a senior. I've had many appointments with outside agencies and senior organizations for service in the meantime, which has delayed any follow up with NexGen. I want NexGen to return my money and remove me from collections. Also, ever since your company was in contact with me, my contact information was sold to other companies who continue to call me for different services. And, I didn't request this to happen!! Resolution Sought I want NexGen to return my money and remove me from collections.

Company Response

3/24/2021

Our Technician Zach has been in constant communication at least 5 calls with the customer since 3/15/21, and our customer service department throughout February. She did inform us that she had SoCal Edison and a different Hvac company go out and inspect her unit. We explained that our tech not only did the repair but added 2 pounds of refrigerant. She said there was no more refrigerant when the other company checked, however this is common over time, our tech did add it in. The customer also mentioned she's on medication and doesn't remember who she talked to at our company. I have attached her contract she signed with us to perform the work. We have done our best to keep this customer informed. It saddens us to think that she believes we are trying to take advantage of a senior citizen. That is incorrect. We do our best to service every customer regardless of age, gender or beliefs.

Customer Rebuttal

4/26/2021

So Cal Edison and Community Action have both told me that the refrigerant is dry, it was never added. NexGen didn't do the work they said they did. I'm getting the written reports from both So CA Edison & Community Action that prove that no work was completed. I want NexGen Air to refund the $450. I stopped paying NexGen when I found out the work wasn't done. I only want my $450 back, and remove me from collections.

Company Final Response

5/19/2021

Our last conversation was over a month ago, where we determined the above customer suffers from dementia and is under heavy medication. She has consistenly altered her story, even though we have contacted her several times she does not speak with us. We have done everything to settle the matter with this customer who is non-responsive.

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