NRG Heating and Air Conditioning Reviews (%countItem)
NRG Heating and Air Conditioning Rating
Address: 7008 Owensmouth Ave, Canoga Park, California, United States, 91303-2005
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Beware of the old bait and switch. After measuring my attic, negotiating on price, and completing the contract, NRG realized they underbid the insulation removal and reinstallation project. Keep in mind they only realized this "mistake" of theirs an hour after they were supposed to arrive to complete the project! Rather than honor their commitment and create a new long-term customer, they offered to complete the work at a cost of 125% more than the agreed upon contract! David W. and Michell T. had several opportunities to rectify the situation during the contract stage, but due to their own poor estimation and empty promises, the project will now belong to a more reputable provider. I find it highly ironic that directly below the cost estimate, NRG's template states, "...we are very proud of the relationships we have built with our clients. Our business thrives on referrals and word of mouth and we would be very grateful if you would take a moment and post a review." Here you go....Take your business somewhere else with more capable staff and who honors their commitment.
Shameful business practices with this company. Started well, but went wrong quickly. AC went out and NRG was able to come same day. Service rep and I climbed on roof. While he was diagnosing the problem, he began talking about possibly needing to replace the entire unit. It wasn't until I told him that I had just had a rep from city of Burbank out a few months back to diagnose the unit as part of energy efficiency program, that NRG rep changed his tune. Eventually, he got a new capacitor from the van and tried that. It worked and our AC is back working as good as ever.
Time for the bill... I was charged over $600 for parts and labor to change a capacitor on my unit. NRG rep told me it was a $500 part. I regretfully wrote a check because it was almost 8pm and I felt my hands were tied since the work was already done.
After rep left, I googled the capacitor part name and number... and I found Home Depot sells the part for $63. That's right, they marked up the part from $63 to $500. I understand every business has a right to markup parts, but this is predatory. I called the manufacturer in Florida to ensure there isn't a shortage due to covid. No shortage. I asked if that kind of markup was reasonable and they laughed. I stopped payment on the check to NRG.
I reached out to NRG management to quickly resolve the issue, letting them know a mistake must have been made, and asked for a new bill with a reasonable price for the capacitor. After we went back and forth a few times, they sent over a new bill bringing the cost of the capacitor down by about $200 dollars to $279, but they increased the amount of labor hours. So the price ended up coming down to just under $500, instead of over $600. While I still feel cheated, I paid the bill and am moving on with life but took 5 minutes to share this online because it may help others. Hopefully, it will help NRG take a closer look at their practices.
I look forward to reading NRG's reply with their own version of these events, but the BOTTOM LINE is that the service rep told me that the capacitor costs them $500, and that's an outright lie. Home depot sells it for $60 and that amount of markup is predatory.
deposit for installation of air & heating not refunded of $845.00 charged to master card.Full amount of charge financed by Ally Bank of $***. Also promised refund of $50.00 for overcharged of Iwave air purifier system .both refund promised several times by coordinator *** and *** of NRG.
I am 74 years old on fixed income and $899.00 is a lot of money budgeted for groceries and utilities.
I need your help in getting refund as soon as possible. NRG is a big company ignored my requests for almost a month .
I can't email company,no email available,left messages to owner *** never got a call back.You are my
hope other than writing to California Atty General and bringing to Press which is too much stress,high cholesterol and blood pressure to contend with.
Thank you...
Product_Or_Service: ***
Order_Number: job#XXXXXXXX
Refund Request check for $899.00
The information provided is erroneous the client paid a deposit and then decided she wanted to finance . The financing was approved but client took over 2 weeks to sign the documents , we sent to her several times by email we ended up sending someone in person to get the paperwork signed .Before even signing the paperwork client requested a refund of her deposit and we agreed , however after signing we were unable to get paid by financing company due to the client having a hold on her Social security number . We sent several emails to the client requesting that she called the financing company every single one was ignored .Client was unresponsive until I gave her a call with the financing company on line to get paid. Once we were paid we sent out her refund check number *** was sent on 7/2 to client . Client stated that she did not receive said check however the client is very unresponsive and we sent an invoice via email with the check number and amount issued as well .We will cancel check and send a new one asap
Company called to do furnace inspection for my 85 year old mother and sold her a $*** duct cleaning that was done two years ago. Took $400 check.
Company called to do furnace inspection for my 85 year old mother, *** at XXXXX ***. After showing her dirty filter, he sold her on a $*** duct cleaning that was done only two years ago for $***. He took a $400 check as deposit. Not only was this service not needed, it was overpriced and not allowed during the Covid Shutdown, not to mention predatory business practice. Deposit check should not be cashed and service should be cancelled.
Deposit of $400 and service should be cancelled
called this morning yelling at the top of her lungs that we sold her mom services and her mom has dementia .Clients was not at the appointment and is making erroneous statement in regards to our status as an essential business and our business practices .We are a heating &Air company and we are an essential business , there was nothing predatory done in this case .Clients mom has been a client of our since 2011 and we were never told that she has Dementia . Due to the nature of Dementia if we spoke to her mother while she was lucid there is no way to differentiate . It is the family's responsibility to let all vendors know that she has dementia . We completed a maintenance service and gave her mother information on the stated of her unit and she decided to purchase services that would disinfect her home and ducting because she was concerned about the quality of air that she was breathing. She stated that a duct cleaning was completed 2 yrs ago and that is correct however her mom lives in a area that has been plagued by fires the last 2 yrs and there was ash ,soothe , dander and extreme duct in her ducting. Even though the recommendation was made her mother was not FORCED to purchase the services she agreed and a part of the service was completed immediately .When *** called this morning we apologized and told her we would no longer call her mother and even offered a refund .She refused said that she placed a stop on the check and will be reporting us . She is being unreasonable and attacking our reputation even though we di not have prior knowledge of her moms medical condition and she has a long standing relationship with ours . we are requesting payment for the services that are already completed .
(The consumer indicated he/she DID NOT accept the response from the business.)
Company states my complaint is erroneous but it is not. The furnace inspection visit should not have been scheduled due to statewide stay at home orders and self isolation requirements for the elderly.
There was no apology made on the part of the company. Quite the contrary.
Based on the tone of the company's written response I believe the same person talked to me on the phone. I was tranferred to her after I asked the first person I talked to why someone from their company made a service call to my 85 year old mother during the pandemic shutdown. I really wasn't able to discuss my complaint because when I was transferred to her she talked over me stating basically what she has written in the response.
I think it is clear from her statement that services my mother was sold, such as duct cleaning and other "enhancements" do not fit the guidelines of essential services for seniors reqired to self isolate.
As far as the company reputation is concerned, after reading online reviews it appears that other people have had problems with this company seling up unneeded services, so they already have this reputation.
It is my hope that NRG can be dissuaded from engaging in this practice in the future.
I thankfully was able to cancel the check my mom wrote.
I was able to let the company rep know that I did not want their company to call my mother on the phone and she agreed to this.
It is my request that NRG never contact my mother by phone or mail in the future.
I contracted with NRG in November to install a furnace. They installed 11/26/19 and it has never worked properly. I want it fixed with partial refund
Goodman furnace installed 11/26/19 has never worked properly. It keeps frying the sensors. It is very cold in my house. NRG does not respond in a timely manner. Often their voice mail boxes are full and I can't leave messages. They frequently no show appointments and I have lost lots of work time. They acknowledge it is defective but won't replace it. They've asked for photo documentation of the thermostat showing how cold it is (provided), and still days go by with no response. It has been 10 weeks without heat. *** has been particularly unresponsive. *** has been out several times but still unable to fix the issue. ***, the HVAC technician said that the company itself may have been responsible for frying the original heater when they put in the new air conditioning compressor, but of course they cannot acknowledge that publicly and so went on to charge me over $*** for a new furnace.
I want them to either fix it immediately or remove the unit and refund all the money I have paid. If it does get fixed, I would also like a cost adjustment of $*** for work time lost, extra expenses with using space heaters and inconvenience.
We have been actively working to fix the issue that the client has. WE have been to the clients home 5 times since install and has not been unresponsive .If client doesn't receive a callback within 20 minutes it is deemed as unresponsive .The client was given *** extension and email but continue to call and leave messages in random email and voicemail boxes then states that she is not getting a response it is difficult to send a response to a message that you are not aware of . We have made it clear to the client that we stand behind our work and will do whatever necessary to fix the unit . Unfortunately this is machinery and the malfunction is with the equipment the client has been informed that we will switch the unit out for another one free of cost . We apologize for the inconvenience but we are working diligently to get the problem taken care of .
(The consumer indicated he/she DID NOT accept the response from the business.)
Business states I deem them unresponsive if I don't get a call back in 20 minutes. I deem them unresponsive if I cannot leave a message at all because voicemail boxes are full. I deem them unresponsive when days go by, or when I get hung up on because ***'s supervisor called and she deemed that more important than my call. They may have been out to my house 5 times, but admitted early on that the unit might be defective but could not switch it out till they had their "calculations" approved by corporate. The HVAC technician also admitted they should have advised me differently in October when they installed a new air conditioning compressor and when they put too large of a unit in in the first place. The reason I call other extensions is that I can't reach people. When they tell me someone will be out between 9-11 am, and they don't show up till 3:30 pm and I can't reach anyone in the company to tell me what is going on, I deem that unresponsive. When the technician drills a hole through his finger and I have to provide first aid, I don't have a lot of confidence in them
Customer has been offered a permanent solution for the problem at hand it was explained to her that if the unit has a malfunction we have to go back to the manufacturer who does an investigation and makes the determination. In the meantime we have applied all several fixes to her system .Client is saying that she was hung up on that is inaccurate the phone did not ring on our end we do not conduct business in that way . Also as a contractor people get minor cuts and bruises on the job all the time it unfortunately is a occupational hazard .Providing a band aid for one of our installers shouldn't be a deterrent from us fixing the unit that was installed .
(The consumer indicated he/she DID NOT accept the response from the business.)
I do not accept that "customer has been offered a permanent solution." They have no idea if this new solution will work. All of the previous solutions were also touted as permanent solutions. Clearly the unit did not work from the start. For this company to apply several different jury rigged "solutions" while they waited for the manufacturer to weigh in was not helpful. Business states "we have applied all several fixes to her system." None of them has worked, and it has been 11 weeks!!! If NRG is going on the basis of what their technicians tell them, then they need new technicians. Business states "the phone did not ring on our end we do not conduct business in that way." Of course the phone didn't ring on their end. They called ME, and then hung up as I answered because the supervisor's call was deemed more important. For them to now say we installed the wrong unit in the first place and now want to reinstall a smaller unit, again, does not instill confidence.
They charged me over $***, broke my attic entryway, damaged a very expensive piece of furniture, and now want me to continue doing business with them. Nope! I would like them to fix the attic entry, take their defective piece of equipment, and pay for the damage to the piece of furniture.Thank goodness my credit card company is backing me up on this.
has always been great, and Asher is also great, knowledgeable, clean, and fast
Ron
So kind of you to take the time to give us this amazing feedback. Thank you, we truly appreciate it.
Amir is very knowledgeable and helpful. He advised us as to what will be needing attention over time and how to plan for it. The system works great after being serviced.
Thank you for your kind words Norm!
Amir asked me to thank you personally :-)
***
General Manager
Another great experience with NRG
They cam to service our AC a few days ago
Thank you so much for taking the time to give us a 5 star review! It really means so much to us..
***
General Manager
Pleasantly surprised by the professionalism compared to other experiences with similar companies .
Thank you so much for taking the time to write a review.
*** K
General manager
NRG identified a problem with one of the dampers on my a/c. They made me pay up front for half the estimate and then never fixed the problem.
In mid-August my a/c was not working right so I called NRG because they had installed the heating and cooling system many years ago. The service tech came out on 8/16/19 and identified the problem as the downstairs damper not closing properly for upstairs to get a/c. He provided an estimate of $722 and said I had to pay half before they would order the part. I paid $361. After 2 weeks, I had to call and ask if the part had come in and when they were coming back. I had a hard time getting through to anyone and then finally got a hold of a customer service rep. She said the part was in and scheduled a service tech for 9/5/19 between 3-5pm. At 4:30 pm on 9/5 I had not heard from anyone so I called and found out that the wrong part had been ordered. I had to call again to finally get a service date for 9/14. On 9/14 the tech came with a part but it was not a damper so not the correct part. I had to call again and again and could not get anyone to get back to me. On 10/2 I received a bill in my email for the rest of the estimate, another $361 even though no one ever returned to fix the problem with the correct part. I emailed back saying they owed me $361 because the correct part was never ordered or installed. I didn't hear anything. On 10/4 I called and the person in accounting said she had received my email but couldn't reimburse me without a manager so it would have to wait until Monday. I didn't hear anything on Monday. I called on Tuesday and could not get through to anyone (as usual). I am waiting to be reimbursed $361 and my a/c is still broken since August.
reimbursement of $361.00 paid
Client was informed on Friday 10/4 that her refund was approved and was awaiting a signature from our general manager who was at a conference .Client was also left a message on Tuesday 10/8 that her refund was in the mail. We apologize for the inconvenience caused .
(The consumer indicated he/she ACCEPTED the response from the business.)
The response NRG provided is not accurate in that I was not informed that I would be reimbursed until after I filed the complaint. The person on the phone on Friday told me that she would get back to me on Monday. When I didn't hear from her and could not reach anyone on Monday, I filed the complaint. After that I heard from someone that there would be an investigation which would take several days and reimbursement would be made after the investigation. I received the check on 10/15 so I consider this complaint closed.
Alon is exceptional. He was on time; was extremely knowledgeable,
professional and very courteous and respectful. His report was
full of information, concise and easy to read. He brings business to NRG.
Thank you for providing exceptional service people. Questions, please
feel free to call me.
Sincerely
Amir was very professional, helpful, knowledgeable and friendly at the same time. NRG has a great technician in Amir. I am looking forward to Amir's next return to add an air scrubber plus to my Lennox air conditioning system. NRG has great customer service!
They Installed the wrong AC unit.
They Charged me double the true cost.
They installed a AC unit plus addtinal system with my approval,
I should have the smaller model . I live a a 1400 sq ft home by myself and I am unemplyed
84 Years old
They installed the wromg unit for a much larger home and also installed an evalorator ? I didnt order this.
Goodman GSX 14 4 Ton 14 SEER Condenser $***
4 Ton Evaporator Call $***
Disconnect Box $600
August 16, 2019
Credit Card Payment
Job # ***
Please help me
Please provide me with the best price for the unit I actually required a samller more inexpensive unit which should be approx half the price they charged me
At this time we are currently investigating the claim . The client did not contact us directly he did not give us a an option to investigate or correct the issue if their was one . I have reached out to the client directly and is waiting for a callback to find out how we can both work together to get to a amicable solution.
(The consumer indicated he/she DID NOT accept the response from the business.)
The manager was questioning ***'s ability to speak a language and wanted it should be proven that he could not understan.
The real question was why did they charge so much money for a unit that did not belong in the home and they were not willing to answer that question and hung the phone up. We've made four attempts to get an to resolve this matter they refuse help in t.
The quotes that are being provided is simply for the cost of the unit , there is no materials, warranties or labor .There are several ways to calculate the size of a unit except square footage .The company is willing to send our lead engineer to look at the install and explain the math &science behind the install. Third party just calls and yells demands and doesn't want to answer any questions. In order to have a successful investigation we have to gather the facts and we have been unsuccessful because they do not want to have dialogue. Third party is also now claiming that the client is not the home owner however client stated several times that he was the homeowner he was asked in English and Spanish so if he is not the homeowner he lied and misrepresented which is fraud ,again we are happy to send someone out with the cooperation of the client/homeowner.
(The consumer indicated he/she DID NOT accept the response from the business.)
The Manager is listing a series of false claims
We have been very clear
Here are the competitors quotess for the unit that was sold to ***
$***
AIR CONDITIONING SQUARE FOOTAGE RANGE BY CLIMATE ZONE
2.5 Tons cover*** sf sf area Calfiornia Homes
The sizing is useful to help determine your approximate central ac unit.
The unit they sold *** is a 4 ton and for the area that would be reccommended for *** sf home
The property in question is
***
*** Sq. Ft.
We ask that ***'s unit would now be removed form the home. *** is a renter and does not won the home.
The manager is unwill to be truthful and *** was taken advantage of in this sale.
*** has someone to help hi with this matter to assist with language and interpretation
Thank You
Called NRG yesterday for a quote - Michael came out this morning on time!! Very professional, answered all our questions and then some. Got a great deal on split unit a/c. Installation to start next week. So far so good.
Mr. Bright,
We really appreciate your feedback :-)
*** K
NRG has the BEST customer service! My first call to NRG, I spoke to *** and the attention from this point is PHENOMENAL from text with pictures & bio of my expert technician Martin to quick appointment and exact time frame it took for my project. The crew assigned was on point with each team, day 1 Josh and Mark, preparation and attic cleanup came into my home with total respect for the job and me and my home. They were so fluid and kindly accepted any of my interjections. Day 2 and team 2 , Bobby the lead continued the project with dignity and respect and although he said it may get a lil loud to see Bobby rock & roll was amazing. And day 3 project on time. The Best concerted team and they ALWAYS cleaned everything. The best part was the price quote Martin gave was the best that I got over a few year bidding process. And, if there is an Hiccup which is sometimes inevitable, you best believe the entire NRG customer service team Brenda(kind), Ryan (attentiveness) and Jeremy responsiveness will promptly resolve any concerns. It's not the fact a hiccup may happen but the true BACKBONE of the company is put to test. Thank you NRG for your service, a great team and the BEST customer service ever!
Technician quoted $1750 to replace one wire from outside A/C unit on a eight year old American Standard Air Conditioner. He said $850 was to replace the wire and the balance was to service the unit. The office quoted $650 to replace the wire.
I called their senior Project Manager, Michael***. He didn't want to talk to me and just took my number but never called back as he promised.
I called a Heating and Air Conditioning company in Agoura Hills. They fixed it in 20 minutes for $95.
Please note NRG waives the $75 fee if you give them a five star rating enabling you to win $500 in a raffle. Be weary of published ratings!
They are overpriced and I believe, the way they do business, is not upfront and a bit dishonest.
I've had them come out for a yearly maintenance check for three years now, and while they have always tried to "up sell" me, i.e you can use a second capacitor to start quicker, or you should have your ducts cleaned, they have always seemed professional.
This time I was told my current capacitor was showing signs of wearing out, and that I should replace it. The unit is about 9 years old so OK, not out of the range of possibilities. He also said I needed 2lbs of coolant.
He showed me on the phone that a capacitor is $500 to replace. A quick search on my phone showed they should cost about $200 to replace. He said coolant is $150 a pound. I protested the pricing and he did a song and dance of calling the office and getting the prices reduced.. $350 for capacitor and $110 per pound for coolant. I stupidly agreed to these prices without doing more research. He did the work, and while he was doing the work I took pictures of the coolant and capacitor boxes that he was using. The whole time he was here was about an hour.
During this time I did have time to do a bit more research the capacitor that he was using was listed on Amazon as $13.75. The 25 pound container of coolant that he used to add 2 pounds of coolant is listed online for $204 or $8.16 a pound. The work was done, and although I protested to the tech, I did pay the prices that I agreed to. This means that they used $30 (retail) for supplies and charged $570 or $540 for one hour of labor.
Their practices are not upfront as any other service company ie plumbers break down prices to parts (which they do *** up) and labor so you can make an informed decision.
I did write Michael Chandler the Senior Project Manager about my concerns and how unhappy I was at the prices I was charged. He informed me that "You must understand that buying online and having a trained technician doing the work is very different. Once you purchase the items you have to hire a professional HVAC company perform the work. Also when you buy online you have no warranty. With us you a one year warranty on the service we provided. The prices we charge we believe fair. I appreciate that you have been a good customer for us and I hope you will continue to be."
I informed him that I would post here, so that the public can decide of the prices are fair.
NRG are Rip offs........They get you with a $45 service and try VERY HARD to get you to do un-necessary repairs, and they OVER CHARGE by 500%........
Do NOT go with them!!!
Juan from NRG Heating and Air Conditioning is very professional, reliable and pleasant. He solved the problems and went the extra mile to insure the new thermostat was working properly and registered with Lennox. Thank you Juan!
Susan,
Thank you so much for taking the time to give us this feedback. it means so much to us.Please feel free to contact us for any of your heating and air conditioning needs.
NRG Management team
Refusal to come out and repair brand new a/c unit that NRG Heating and Air installed.
On June 18, 2018, NRG installed a brand new a/c unit for the upstairs portion of our house. The unit worked fine for 2 months then it stopped blowing cold air it; was just blowing air. We called NRG and they sent out a technician, ***, who indicated that NRG had installed something improperly when they installed the unit. He then ordered the needed part(s) and gave us a date he would be back to fix the problem. When the day came for him to fix it, he never showed up. I then called NRG to find out what was going on and they told me *** had a family emergency and was not going to make it that day and they had no record of his being scheduled to come to our house that day. NRG told us they would try to a get different tech to come out but never did. I made repeated calls that day to the Service Department and then talked to a manager, who said she was going to call my girlfriend back to reschedule with her but never did. My girlfriend missed a whole day of work because of this. That was a Monday. NRG did not reach out to us until Thursday, right before another heat wave was coming that weekend. NRG told us they were unable to send another tech until the following Thursday, unless they had a cancellation before then. On that Thursday that NRG called us, they offered, in the meantime, to put a temporary a/c unit in upstairs that coming Saturday, which they did. They had a cancellation the following week and came on Monday or Tuesday to repair the problem. The problem was supposedly fixed. However, less than 2 weeks later it was intermittently working, then not working at all; air was blowing but it was not cold air just regular air. The unit would come on for less than a minute then shut off. Once again we called NRG, who sent a tech named Jose. My girlfriend waited during the window of time he was supposed to be there, between 12 and 2 and he showed up at 1:50. He supposedly checked the unit outside but never went upstairs to check any of the vents or to go into the attic to check any of the a/c equipment in there. He was done in less than 10 minutes. In the meantime we still had no a/c. On September 28, 2018, I received an email for an estimate for 6 new premium double-paned windows and 300 sq/ft of R44 insulation. In the email it said the unit was functioning and operating to designed specs and correct pressures for refrigerant and subcooling and it said the unit was checked with temperature gun to check the temperature coming out of the registers which was 55 degrees. I immediately called NRG to find out what was going on. It took 3 days and 3 different phone calls until the following Wednesday when I finally spoke to a a manager named ***. He told me the same thing the email told me, and I told him that the unit was working just fine until late August, that it was not the windows - it was the unit. I explained to him what the unit was doing and he acted like that's the first he heard of that. Each time I called the Service Department I told them we were not getting any cold air. He then me told they were going to have a meeting on Friday Oct 5th. He called me back after their meeting and told me they were going to send a tech out on Monday Oct 8th at 9 AM. Monday morning *** called me to tell me that he scheduled the tech for 9 PM instead of 9 AM, that I needed to reschedule. I told him that my girlfriend was going to call him to reschedule, and when she did *** yelled at her and told her they had no record of our problem or of our calling and said we were lying and yelled at her even more, then hung up on her. To this day, NRG has never called us back to resolve the issue or apologize. We just want our a/c fixed and working properly. Our invoice # for the original a/c replacement is XXXXXXXX.
We want NRG to send a knowledgeable tech, other than Jose, to come out to do a thorough inspection of the a/c unit they installed to determine what is wrong with it and fix it. We bought a 1 year service warranty with them and feel they should extend it for a second year for all the the inconvenience they have caused us, and to apologize for the way they handled this issue and the way that Chandler talked to my girlfriend.
Hi ***-
Please see our response below:
We installed a system for this customer in June of 2018. We made several follow up calls at the customer's request in the ensuing months. Each time, our technician took pictures of gauge readings and measurements of the system and determined that it was functioning properly and up to manufacturer specifications. Furthermore, our technician determined that, because of the structural constraints of the customer's home (lack of insulation, vaulted ceilings, non-energy-efficient windows, etc.), there was no way to cool the home to the customer's satisfaction. We provided an estimate to correct these deficiencies but the customer declined to proceed.
In February of 2019, we contacted the homeowner again to try to resolve any issues to the customer's satisfaction. The customer was initially not receptive but eventually agreed to have one of our senior engineers visit the home after hours at their convenience to provide a thorough assessment of the entire system. He was scheduled to perform his assessment on 3/7/19, however, the customer called to cancel the appointment on 3/6/19 and declined to reschedule. We have attempted to reach out to the customer subsequently and have received no response. We would be happy to address their concerns to the best of our ability if and when they choose to reach out to us.
Additionally, NRG Heating & Air Conditioning does not have a location in San Jose and our address was incorrectly stated on the complaint.