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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I have to tell you, I did plenty of research when choosing a company that I wanted working on my home. I had Rob Buller come out and give me an estimate for a new roof, solar, new AC unit, and a new pool pump. All the things that were drawing the most power and could be more energy efficient in my house. Their prices were very fair, they have been established for over 25 years according to the Revdex.com, they have an excellent warranty on both the roof and the solar (better than any company out there) and their customer service was absolutely terrific.
The entire process was painless from beginning to end, it was done very quickly and I was off the grid faster than many other people I spoke with that said it took forever for them, absolutely untrue for me. I had a Project Coordinator, Tiffany, that was very helpful and prompt in getting back to me if I had any questions. My tax saving will be 30% of the cost, so I'm looking forward to that in February. I also was able to finance all of the work using the Pace program, also known to some as the Hero program. It applies the cost to your Property taxes so you only pay every six months. My payment will be just a little bit more than what I've been paying SDG&E every month and the great thing about that is it'll be done and over in 20 years! I simply adjusted my escrow account to take the additional monies out and save it in my account to be used when the payment is due in six months. I couldn't find any reason not to do this right away since the rebate is dropping to 20% in the near future.
I don't hesitate to recommend NRG Clean Power to my friends and neighbors and as most companies do, they offer a referral discount so if my review helps to make your decision to use them, feel free to say that I referred you. My name is *** and I've lived in Santee for 18 years now and never plan on leaving. I have the best community and neighbors anyone could ask for. If you have any questions or want to stop by and see their work, feel free to contact me.
Just on a side note, they installed Hyundai Solar Panels that were Commercial Grade and a lot more sleek in design and made it so that I could install fewer panels than most home I see in the area. They also installed an Owens Corning roof. I went on the roof and inspected everything and it was all so clean, they even painted the conduit to match my roof.
One other piece of information I didn't know until the very end is that they are not paid from the finance company until ALL of the work is complete, this could be the driving force behind their promptness, which is great for us as the customer. I also had an auditing company follow up with me about 3 weeks after to be sure that I was completely satisfied with their work and they also scheduled a time to come out to my home and inspect their work. This gave me an even greater piece of mind that I made the right decision to choose this company. I never did express my delight with their work, so I'd like to tell them now, Great Job Team!
I wrote this for Yelp on 11/29/2017 and everything has been great, my electric bill for the year was around $130 and that's because I had to run the AC non stop in the summer, temps over 100 in Santee.
Tracy,
Thank you so much. It truly I was a pleasure and we are here for you always!!!!!
My AC stopped blowing cold air and I called NRG Heating and Air Conditioning. The technician looked at the job and the condenser need to be replaced. They are extremely thorough and gave me a great rate. My AC is working fine and all thanks to NRG Heating and Air Conditioning.
Sunny ,
Thank you so much for your feedback! It is our pleasure to serve the community.
Great service, technician very courteous, helpful and friendly. Highly recommend.
We greatly appreciate your feedback. We strive to do the best for our clients.
I was very pleased with the technician, he was very polite and professional and explained clearly
all the procedures he accomplished.
Thank you so much Jack! It really was our pleasure
NRG installed a full system for us 7 months ago. Unfortunately they had a technician that was not properly trained do the installation. Here we are 7 months later with A/C that is not fully functional. Every time we placed a service call, it took a week for NRG to even call us back (even though we paid the fee to become gold members with a 48 hour guaranteed response). NRG had to re-fill the coolant 6 times (which should not have to be done because it is supposed to be a closed system). Even the owner Joe has missed things when he has come to fix the A/C. He had to weld a copper line that was not originally welded by one of the technicians. Now he is starting to pass *** the cost of the coolant he is replacing yet again since the manufacturer wouldn't pay for replacing it when the coil failed (due to an incorrect installation by the technician). We suffered through a whole summer without any air conditioning. Do not use NRG, they have completely failed us.
Hello Mrs. Genta,
The owner and our best installer came out yesterday to help resolve the problem. Please know that although we install the units, we do not manufacture them. You have warranties in place which have been filed with the manufacturer which we have to abide by. Refrigerant is not covered under any warranty. We are doing everything we can to get your unit up and running the way it was designed and get you satisfied. We will get this resolved.
Sincerely,
*** the Manager
Dear ***,
Why did we not receive prompt service over the 7 months that our A/C was not working during the summer? Why did it take multiple phone calls over weeks to get any response from NRG when we are supposed to receive service within 48 hours? Why did NRG accept new customers when NRG couldn't prioritize an existing customer?
Did NRG submit reports to the EPA and AQMD for the coolant that was released into the environment? If not, please submit accordingly and send me copies of the reports.
Why is NRG passing coolant cost along to the customer? The technicians didn't even weld some copper lines initially. Could the company not be at fault at all for technicians not installing the system properly? Does NRG realize that the poor reviews that will come from this situation will guarantee a $400 loss, no questions asked? Is this a wise business decision?
Why have I not received any copies of the warranty information submitted for the manufacturer default of the coil?
Why are sales people harassing me and threatening to send me to collections before even receiving proper service?
If this were your situation, would you not be frustrated with the lack of information and the lack of quality service provided by NRG? I urge you to walk through every moment that I have experienced. Go without air conditioning for 7 months. Make calls to the company that installed the A/C for weeks upon weeks and not receive service. After you do this for 7 months during the summer, then please talk to me about the right thing for the company to do in this situation.
That is not a fair assessment at all, Mrs***. We have responded to your calls and have been out to your home on multiple occasions to try to resolve the situation (see below):
Job # Business Unit Scheduled Type Total Technicians Priority Status
XXXXXXXX Installation 9/24/2018 Warranty $0.00 JOE ***,Omar *** Normal Scheduled
XXXXXXXX Installation 8/16/2018 Installation $0.00 JOE *** High Scheduled
XXXXXXXX Services 8/7/2018 Warranty $0.00 *** Normal Scheduled
XXXXXXXX Installation 6/29/2018 Warranty $0.00 JOE *** Normal Scheduled
XXXXXXXX Installation 6/21/2018 Warranty $0.00 *** Urgent Scheduled
XXXXXXXX Installation 6/19/2018 Warranty $0.00 *** ,ROBERT *** Urgent Completed
XXXXXXXX Installation 6/14/2018 Warranty $0.00 _UNASSIGNED INSTALLATION_ Urgent Completed
XXXXXXXX Installation 6/13/2018 Installation $1,300.00 Joey *** High Completed
XXXXXXXX Installation 6/1/2018 Warranty $0.00 Chris ,*** Normal Completed
With that said, I understand that you are frustrated and am looking into the entire situation so we can get this resolved. If I deem that we are responsible for the loss of the refrigerant, then I will waive all the charges for it. Your warranties are automatically filed with the manufacturer under our Premier Dealership status, however, I will ensure you receive the documentation for them. The 48 hour emergency response time which you signed up for are for paid service calls, not for warranty calls. We cover all warranty calls within 10 business days of the call coming into our office per the terms of your warranty. My office will be in touch with you shortly to provide a resolution to the problems you have been experiencing. Thank you.
Update: the refrigerant has been verified to still have been leaking, despite the attempts to fix it (refrigerant was low by 4 lbs.).
Hi Mrs. ,
We are very sorry to hear that you are still experiencing difficulties with your system. Our records indicate that we have not heard from you regarding any trouble with your system since September of 2018. Additionally, we had you scheduled for a maintenance and safety inspection on 4/9/19. According to the inspection checklist our technician completed at the time, he did not mention that there was any system malfunction and he indicated the system was performing properly. He also let us know that he was not told any feedback from you regarding low refrigerant levels when he was at your property. With that said, I want to send out a Senior Technician to test the entire system and ensure it is functioning properly before the summer heat begins. We hope to get this resolved for you as soon as possible. Please let us know when you are available and we will send him out at your convenience.
Thank you for your response. The technician on 4/9/19 did not measure the coolant levels to determine if they were low or not. The system may run adequately until the coolant is so low that it won't function anymore. It might not be something that is regularly checked in safety inspections, since it is not supposed to leak. However our coolant has been leaking since the initial installation last year. I think we are at the point where we need an estimate of what it would cost to fully replace the entire system, replacing any part of the system in entirety that is under warranty. I also need to know what parts of our system are not under warranty, as everything will need to be replaced. I cannot trust trying to fix any small parts of our system (as you can see was done many times last summer). There is something going on that I don't think can be addressed without completely replacing everything.
Great service starting with Lorraine scheduling my appointment for the next day since my indoor A/C unit was leaking.
The Technician that came was named Juan. He was a complete professional and very courteous. He seemed very knowledgeable, and fixed the problem. He showed me what had occurred, and explained it well. I would definitely use NRG again.
Thank you, Todd!
I am complaining NRG heating and air conditioning. On the 17th of July they reaced my new Central AC on my roof and after few days I just noticed that we having a water leak to the other bedroom where the AC from the roof located. I immediately called the company several times started on Monday I informed them that it is an emergency matter they had me transfered to different people as well and put me on hold several times. I even contacted the agent who did the estimate for my new AC and he gave me a number and a person to cal and so I did. Sa on friday morning the 27th of Jul I spoke to Alex and informed him about my concern he said that he will send somebody to check the issue, my husband waited the whole day and he didn't went to work just to wait for the technicians and I called them several times again they said they are coming but nobody came until night time nobody showed up. Part of my ceiling already fell down and the rest are falling as well. So Jason, the agent of the company called me and said he had me scheduled for monday the 30th of July bet 8am and 10am to fix my ceiling. The time has passed My husband waited for them again he took a half day off I called the company several times they said they are coming until at around 10am We called again they said they won't be able to come because they don't have the materials so they re scheduled again for the next day. The issue is the company has damaged my property for their poor service and they gave us so much trouble for taking a day off work and they will not show up, They were informed that it is something emergency or else the whole ceiling will fall down because too much water is in the ceiling coming from the AC unit that they have installed. We never experienced the issue before until they did the work.
Product_Or_Service: Central AC
Other (requires explanation) I want to resolve the issue as soon as possible since it is a damage to property issue and I want the company to be informed about this complain for neglecting us and for causing us too much trouble at home and at work. I also want to reverse half of the amount that they have charged us for the AC package and installation for the loss times that we had at work and for this inconvenience that they have caused us.
We are currently working with the client to get the ceiling fixed. They know that they need to replace their air ducts or the new unit will never work correctly and get them the air flow they need. This is what causes the new unit to freeze up. We gave them a reduced price for the new air ducts. In the meantime, we will have our drywaller out to repair the ceiling soon.
(The consumer indicated he/she DID NOT accept the response from the business.)
I do not accept their response at this time, first, we didn't know that we have to replace our air ducts when they installed the new AC. Their sales person came to our house and gave estimate and he checked everything prior to installation of the new unit, we even asked if we need to replace our airducts too but their staff said that everything is ok we don't need a new airducts and from there we agreed with him. We only knew about the airducts problem with the new AC Unit is when the damage has been done and they told us the cause of the leak. I've been calling the company, I'm speaking with their Assistant Manager who's setting an appointment with their contractor to fix my ceiling but until now I don't have any positive feedback yet to when it is gonna be done. I'm calling everyday to ask for any update, I'm getting nothing but all promises. We Want this to get done very soon!
The ceiling has been fixed at the client's home, we replaced one air duct for free so that she can use the unit, and have given her an estimate for new air ducts at our cost. If she compares our estimate for all new air ducts to a competitor's estimate, she will see how fair we are being.
(The consumer indicated he/she DID NOT accept the response from the business.)
Yes they fixed the damaged ceiling on the 11th of Aug. And when they called me to check how it was, I said it looks good because I thought I would never have anymore problem but when I confirmed with *** if they really replaced the airducts he said NO because they gave me an estimate for how much they gonna charge me but I didn't get back to them to have it replaced. Seriously?! After all the troubles and headache they caused us they are Still thinking about getting money from unsatisfied client?! Anyway, I also informed *** that prior to fixing the ceiling somebody from their company called me and offered me to replace the airducts and they not gonna charge me, I just didn't get the name of the person who called me that day I was in the middle of a meeting So I just said ok and my husband was at home waited for the technician and finally somebody came and as per my husband they replaced the airduct and I was completely happy about it so all along I knew that everything is fixed then but *** said it wasn't replaced and it is not on their record that they sent somebody to my house to replace the airduct, so who was the person who called me and came to my house that day? He said they don't know who it was, so there was a communication error in their company between their staff, and after I insisted several times that somebody from their company came to my house and my husband saw them, *** suddenly changed his statement and he said that yeah we gave you 1 free airduct which was stated in the contract. CONTRACT?!what contract is he talking about?! I don't even have a copy of any contract from them, What they sent to me is just an invoice of what I paid for when they installed my New Central AC and it is even indicated on the invoice that my unit is Goodman package unit but when they got here it was a Lennox brand they change it without even notifying us prior the installation, that is how unproffessional they are! And back to airducts, *** then confused me more because there was NO CONTRACT as per his statement, and he then added that *** their *** sent me an email and informed me that we need to have our 6 airducts to be replaced so we won't get any issues from the unit. That is NOT true as well, he only mentioned airduct But did not say how many and now they are telling me they sent me an estimate how much for the 6 airduct work! I thought everything will be fine because somebody from their company changed my airduct and my ceiling is fixed now they were asking me to have our 6 more airducts to be replaced as well. They are really unbelievable people, a scam! I should have believed all the negative reviews and complaints I've read about this Company and did not make any deal with them. They are full of lies and dishonest people!
My air condition unit was just installed on June 25, 2018. What a joy!! I had been planning for two year to have an air conditioning unit installed. NRG initially contacted me regarding servicing my furnace and one thing led to another. My technician/Sales Person, Benji, came to my home and went over the procedure. He did not rush or pressure me. Several estimates we obtained; however;NRG and Benji, were the best. Oh, Benji came out and did a follow-up inspection on June 26, 2018, to make sure everything was completed satisfactorily. Benji and NRG are a 10 in my opinion.
Mr.
Thank you so much fr taking the tie to write this review. We take pride in our team and our commitment to excellent service. Happy 4th of July!
Kindly change your comment to Ms.. Thank You, Ms. Doris
Solar system stopped working - no way to tell until huge bill showed up. Company set appt. to come fix it, then didn't come.
I purchased a Fronius IG Plus solar system from this company for about ***. It apparently stopped working close to the time my annual bill was due last year. I could not tell from the bill that no energy was being generated. When this year's bill arrived, it was $***. I called the company to come out and service it. They set an appointment for today between 10:00am and 2:00pm. At 1:30 they called and said another customer had an emergency and they could not come.
I am asking that the company repair the system, provide at least a partial refund for the loss of service, and provide a written, monthly statement of the amount of power the system is generating so future problems can be caught immediately.
When the customer purchased her solar system she was explained that every month she would receive a bill from her utility company showing how much production she is making and how much her accumulative yearly bill is looking. The customer called and made her first complaint to our office on 6/14/2018 this is 5 years after she purchased her solar system. The customer demanded that someone come out the same day to address her technical issues. We advised to the customer that we would schedule our next available technician to come out and we would call her back with a date and time. We immediately received an opening for Monday 6/18/2018 and we set this with the customer. On Monday we had an emergency service call for a customer's power that was out and we called the customer to let her know we need to reschedule. The first date available was for 6/20/2018 the customer accepted the date. Today we arrived to the customers house and found that she needed a replacement part which we cover in our warranty. We have ordered the replacement part and it should arrive to our warehouse in the next 7-10 business days. In regards to the customer wanting compensation for her Edison bill - unfortunately since the client did not notify NRG that she was accumulating charges on her monthly bill or that the bill was showing no generation we have no recourse to sending compensation. I am attaching the same documentation the client received when she signed up for solar, she was fully aware she needs to monitor her bills and notify NRG is something is not working. The customer did not do her part and now would like to receive compensation for this.
(The consumer indicated he/she DID NOT accept the response from the business.)
Good evening - NRG did not call ahead to reschedule the 6/18 call. There was a four hour arrival window and they called to cancel a half hour before the window was over to cancel (after I had waited 3 1/2 hours for them to come). So Cal Edison's bills do not indicate when a solar system is not working. They informed me that this is information that I have to receive from the solar company. Their bill only reflects a Net Generation amount - which is generation minus usage. This number is typically zero because you almost always use more than you generate. However, So Cal Edison informed NRG with me on the phone, that they had not received any generation since last July. I had called both NRG and So Cal Edison over a year ago, telling them that I didn't think the system was generating what it should but all reassured me that it was okay - that I was probably just using too much. So Cal Edison confirmed there is no way to determine from their bill what the system is generating. Tom Amitay from NRG told me that they would upgrade my system to one that has online computer monitoring but now it appears that they may not be doing that either. I have continued to accumulate electric expenses since first calling this in as my system is still not working. Mr. Amitay assured me that they will work with me to ensure a reasonable resolution to this negotiation but all they have indicated so far is that parts are coming in several weeks. I wish to continue with my original request although I will accept a system that provides online monitoring instead of written notification. I would also accept the addition of a couple more panels to compensate for the loss of $***. for this year's electric bill.
Document Attached***
Hello as stated in our last response we had an emergency and we did call the customer to make sure she was aware we needed to re-schedule. The customer is stating the her Socal Edison bill does not show generation (or indication) if the solar system is working, unfortunately the customer is very mistaken. Her monthly statement from Edison clearly shows whether or not her system is generating, it also shows her how much she is accumulating on her "true up" I am re-attaching the document from Edison that looks just like the customers bill, in which in fact it does show her whether or not the system is working. It is again the responsibility of the customer to monitor her own bills as we have no way to monitor this for the customer. In regards to the statement saying that "This number is typically zero because you almost always use more than you generate" she is again incorrect because she clearly sees when she is generating the bill showing a negative and when it is not generating bill showing as zero. This customer is now changing her story saying that she called over a year ago to say something was wrong when in fact the first request we received from her was in June 2018. In regards to Mr. Amitay stating that we would find a reasonable solution to the problem is correct - as soon as the customer complained we came out for a service call and within 14 business days (per our policy) we will have any issues corrected. The system is up and running, the customer is fully aware of how to monitor her bills/system as she was informed when we first installed and now has been reminded on how to monitor. The customer is aware that we will not compensate her on her electric charges because once again it is the customers responsibly to monitor her bills. Please see attachment where it clearly shows the amount that is accumulating on her true up bill and how much the system is generating, the customer has always known that she should never see a ZERO on generation.
I just had my heating and air conditioning units serviced today, 5/29/18. Aaron W. was my service technician. He was on time, thorough, explained what he was doing throughout the service call. He was also extremely friendly. I had requested him because my two sisters used him for their service calls and he lived up to their high recommendation! I looked forward to seeing Aaron again when I need a service call from NRG
My husband and I were given fraudulent information that directly affects our decision to sign the contract.
*** showed up at our home from San Jose for our scheduled consultation regarding solar panels. He gave us details and answered our questions and we wanted to further look into it and think about it. When we met the second time we were not fully convinced so we asked him for more time. (Our conversations were all in Spanish)At this point he said "The office in San Jose knows I am here now and if I don't close the deal I don't know if it will still be available". Among this he also stated that we would get a 30%refund (reembolso in Spanish) from the government. He also mentioned that a few years ago it was 50% so it was a good time to do it now because it may keep going down. We also asked if we moved what would happen. He stated that they (NRG) would remove, transport and install for free. This is something I am afraid to verify with NRG because it would be yet another HUGE disappointment and incorrect information that would have completely made us not sign the contract. *** also gave us estimates on what our monthly payment would be if we applied, or didn't, our "refund" to the loan. He also stated we would no longer receive SMUD bills since we would be on Solar power. another incorrect fact as I continue to receive SMUD bills (NRG is looking into this). Our plans for our $*** refund was to apply it completely to the loan to reduce our loan payment. Several times at our second meeting I specifically asked him if the refund was in addition to the refund we already get from the IRS as we do not make much, have four kids and own a home. He insisted we would get $*** from the government. When he left he provided us the form we needed to submit with our tax return to receive the $***. When we went to our tax preparer, we learned that the "refund" we talked about was not a refund and that is was a credit that would lower our taxable income. I immediately called *** and he said he was going to call his superior and would call me back. I assume he did not know what to say when I insisted on what my tax preparer stated. *** called me back within about ten minutes and said it was in fact a credit. When I asked him why he told me it was a refund he said it is in the contract. *** gave us false information and if we knew that the $*** was a credit and not a refund we would have absolutely NOT signed the contract and instead shopped around for the best deal out there. We were not given truthful information and we signed the contract based on lies. Our plans for the $*** was to apply that to our loan that totaled $*** lowering our loan amount. We were not looking for cash up front or had any plans for the "refund" other than to apply it toward our loan.
I am looking for NRG to credit my loan in the amount of $*** as they stated it was a government refund.
This complaint is not coming from the contract holder, it is a complaint from the contract holders wife. The contract holder's native tongue is Spanish. We sent a Spanish speaking sales person and the contract is entirely in Spanish to accommodate the contract holder. During the meeting there was no mention of a Tax Refund, it is always referred to as a Tax Credit, we also advised during the meeting that we do not know the relationship between the contract holder and the IRS and they need to check with a tax professional to know if they will qualify for the Tax Credit. On our contract that was initialed, signed and dated by the contract holder ***, it states that the contract holder is responsible to check their eligibility for the 30% tax credit with a tax professional. Another part of the contract is the financing companies disclaimer that is in Spanish and in English that the program is not responsible for any Tax Credits related to their energy efficient project, and they are responsible for the entire project amount. It is the contract holder's responsibility to apply for any tax credits. In regards to the complaint regarding her billing from SMUD her utility company. There is no mention on the contract nor during the meeting that the customer would receive "no bill" from the utility. The customer is responsible for paying any service fees, additional energy used and/or taxes related to being connected to the Utility company. I spoke to *** last week on a recorded line, where we reviewed all of her complaints. The result of the call was that the customer understood that her husband signed a contract where he acknowledged that the tax credit is his responsibility, we are not tax professionals and we would not know if they qualify or not and that they failed to check with a tax professional before the contract holder's 3 day right to cancel. The last complaint from this customer is that she was told that if she moved homes that our company would relocate the panels to her new home. No where on the contract does it state this claim and logistically it does not make sense since the panels being removed would cause extensive damage to the customer's roof. After speaking with the sales professional he stated that nothing was asked about relocating the panels, he states the customer asked "if we sell our home, can we sell the panels with the home", to this she was told that yes the panels are on the property and after she pays off the financing company the contract holder will own the panels, and if they wish they can sell the panels with the home. I hope that this response is sufficient to remove this invalid complaint against our company. If possible I would like to upload the contract so that the Revdex.com can review the contract and see that the customer signed acknowledging that the Tax Credit is in fact a Credit and not a refund and that it is their responsibility to check with a tax professional in regards to their eligibility to that credit. Please advise if anything else is needed on this complaint.
Thank you
(The consumer indicated he/she DID NOT accept the response from the business.)
I do not accept the response received by the business. This complaint is coming from both the contract holder and myself, contract holders wife. We were both present the entire time the NRG representative came to our home. My husband and I both have excellent credit and we were told we both didn't need to sign if the other qualified. The meeting took place entirely in Spanish.
It seems to me that the response was written by a party that was not present at the meeting. It states the information that was supposedly given to us and that is not the case. The response states the information as it is on the contract and the information that NRG representatives should give potential customers, however, the representative *** gave us false information. We were not told this was a tax credit. We were informed multiple times throughout our meeting that it was a "reembolso" which means refund in English. ***, the representative, even suggested to us that we can take a vacation or upgrade our home. He also gave us an estimate of what our monthly payment would be if we applied our refund to the loan or if we didn't. I took notes throughout our meeting capturing the information he was giving us. Being that we were under the impression that it was a refund, we were decided to apply our refund to the loan to pay it off faster. At the time of signing the contract, *** simply indicated sign here, initial here and briefly stated that we had already talked about this and we were satisfied with all of the answers he had given us including that we would get a $*** refund. Why would we think this was a credit? We had a representative in our home, speaking our language telling us it was a refund. We trusted *** 100% and he defrauded us! The response also indicates that there is a disclaimer in English regarding the tax credits and this is incorrect. The fine print that indicates it is a credit is completely in Spanish. In my opinion there should be an initial that states you understand it is a credit like there is for the cancellation advisement. The contract does not even state the amount we are to pay on a monthly basis. Now I also question when the last time the contract was updated? There is no date on the contract whatsoever reflecting the last time it was updated. I first learned that the $*** was a tax credit when I went to my tax preparer on 3/22/18. I immediately called *** to tell him that I was told it was a credit. He didn't know what to say and stated he would call his supervisor and call me back. When he called me back he stated it was a credit and that it was in the contract. I asked him why he lied to us and he kept referring us to the contract. I am willing to submit phone records that show I made a call to *** and then he called me back after about 10 minutes. This shows that he was unsure of what to tell us. We were also informed by *** that we would no longer receive bills from SMUD and that we would only receive a statement indicating how much solar power we produced, how much was taken and only in the event that we used more power than was produced would we have to pay. This made complete sense to me. Why would we have to pay SMUD if we no longer used their power? I spoke with supervisor *** from NRG on 4/5/18 and she instructed me to send her copies of the SMUD bills which I did. After not hearing back I called her again on 4/25/18 where she stated that she was unable to open the emails and for me to resubmit them. I resubmitted copies of my bills to her on 5/16/18 and I also submitted this complaint. I then received a voicemail from Tiffany with NRG on 5/16/18. When I called her back and spoke to her for about an hour and a half, I learned for the first time on 5/16/18 that I would continue to receive bills from SMUD as I have to pay taxes despite being told by *** from NRG, that I would be reimbursed for what I have paid to SMUD because I shouldn't have to pay. We also asked *** at our meeting if we moved would they move the solar panels to our new home? He indicated yes, that they would remove, transport and install the panels to our new home. He also said we can sell the solar panels with the home. Again, NRG are the experts and we trusted this was correct. I had no clue that removing the panels from our roof, or any roof, would cause extensive damage. I also learned from Tiffany on 5/16/18 that this was not correct. I would also note that the contract was signed August 21, 2017 and the installation process began in late October. The panels were installed in late October but we were not producing solar power until NRG contacted me in latw December to power on the equipment. This was yet another disappointment as we were told by Sherry at NRG that we would be producing once the panels were installed so we wouldn't start with nothing when we did "power up" our panels. This entire process has been a nightmare, starting with the crew who made a hole in my roof, broke one of my tables and cut the wire to my satellite dish.
I understand that, unfortunately to my disadvantage, NRG has the contract to back them up. This does not make our complaint invalid. We are making this complaint because we were given false information and the contract was signed under these false pretenses.
In response to the consumers new reply on 6/4/2018: The customer continues to claim that someone told her that there is a 30% TAX REFUND or REBATE, at no time was there ever a mention of a 30% tax refund - it is always said as a TAX CREDIT. The customer signed a contract stating that it is a Tax Credit and that we are not responsible for the tax credit - the customer needs to check with a tax professional to see if they qualify.
The customer clearly admitted that she never checked with a tax professional to make sure she/he would qualify. Again, after speaking with *** - he states that there was no mention of any Tax Refund and that the customer was well informed that the 30% is a tax credit - that he is not a tax professional and that she/he need to check with a professional.
For every signature/initials that were taken from the customer we advise them to read what they are signing, the customer (contract signer) was fully aware of what he was signing, if the wife (person writing the Revdex.com complaint) was in not in full understanding of what her husband was signing she could have stopped the contract to have someone explain it to her. She never objected to anything - Both the customer and the wife were excited to go solar and there was no pressure in signing up with NRG. The consumer states that her native tongue is in Spanish - the entire contract is in Spanish and the customer clearly initialed a box which clearly states that they need to check with a tax professional to see if they will qualify for the TAX CREDIT - again no mention of a TAX REFUND.
The next point the complaint mentions that there is no mention in English that the finance company is not responsible for any Tax Credits, but I clearly uploaded the document which is in English and in Spanish stating this fact - the customer also received a copy of this to her email aside from this forum.
Regarding the phone calls with the customer - The customer had a table that was damaged in her home during the project - and the customer has called multiple times stating that she has not had time to replace the broken table. Now the customer is trying to say that she called regarding the tax credit. After speaking to the sales rep, he stated that *** called from her tax consultant because she was confused regarding the tax credit - He asked her to refer to her contract that states this is a tax credit, the customer stated she didn't have the contract, in turn *** told her he will contact the office to get her a copy and then call her back, which he did 10 minutes later. The fact that the customer is attempting to misconstrue this situation is very unfair to all parties involved.
The customer is stating again that she was told that she would never receive a bill from her utility company, the consumer writing this complaint either did not understand Spanish in the entirety or is confused on the meeting (again we specifically sent a fully Spanish speaking sales consultant because she stated that her husband (the contract signer) is only a Spanish speaker, as there would be no way to not receive a bill - as explained to the customer she/he would receive a bill every single month because they is still tied to the utility company - they would be billed for taxes any other utilities they provide and if they use more energy than they produce. When the consumer spoke to *** - she was complaining regarding multiple aspects and she stated that she is getting bills in the same amount that she was receiving BEFORE she went solar, this is why *** asked for her to submit her utility bills, so we can investigate what is happening. After receiving the bills, I myself contacted *** to tell her that she is grossly mistaken and that her bills are nowhere near what she was paying before - that she is only paying taxes. *** then stated that she was never told she needs to pay taxes. This was clearly explained during the meeting and also when we did a system turn on for her.
For the last complaint the customer is stating once again that *** told her that if she moved that the panels can be moved with her to the new home, I spoke to the consumer in regards to this matter and she changed the story a couple times - after clarifying between her and *** - it was said that if she SELLS her house that she can sell the panels with the home - which is 100% correct, if the customer chooses to move and sell her home she will be able to sell the panels with the house. The customer stated that the contract stated NRG will move the panels if the customer moves, but this is not the case the contract has no mention of this and again with all the confusion that the wife is stating from the meeting, I am coming to the thoughts that the customer misunderstood a lot from the meeting due to the meeting being in Spanish, which again she requested the meeting in Spanish.
To add a note when I called the contract holder *** on 5/16/2018 he stated that he has no issues and that maybe to speak with his wife because he is not aware of any issues. I believe that there is a lot of miscommunication between the two parties.
I would like to bring up that the consumer filing this dispute continues to dispute on the same information that was already given to her. This rebuttal adds no new information. The points are very clear: *** signed a contract to do a solar project - he clearly initialed the contract where it states that he needs to seek a tax professional to ensure that he can qualify for the 30% TAX CREDIT - he also signed a document stating that the financing company is not responsible to check for any credits and that the customer is liable for the entire financed amount. Nowhere on the contract do we state that it is a TAX REFUND, nowhere on the contract do we state the customer will no longer get a utility bill, and nowhere on the contract do we state that we will remove and re-install the solar panels if the customer will move.
*** has hundreds of customers, he has been doing this for many years and he never misleads a client, again it is my understanding that the customer's wife did not understand the meeting and she could have stopped the process at any time to check the information or have another sales person who speaks English come out to reexplain the contract again.
I would ask the Revdex.com to please review this information as we are readdressing again the same information which is invalid from the first complaint. I am re-attaching the customer's contract that was clearly initialed and signed stating they need to check with a tax professional.
Thank you
(The consumer indicated he/she DID NOT accept the response from the business.)
We do not accept the response given by NRG. They do not offer a resolution and continue to deny any wrongdoing. We were told that it was a refund. In the response it states that *** informed us that he is not a tax professional. We never claimed he was and did not expect him to be as he was there to sell is solar panels not any sort of tax preparation. I stated I did not check with a tax preparer as I was not aware of a reason to since I was told that it was a refund not a tax credit. The response also states that the box that states it is a tax credit was initialed and my husband and I are unable to locate such box. In addition, the response claims that *** referred me to my contract during the call I made to him from my tax preparers office and this is untrue. I had my copy with me. He did not refer me to my contract, he said he would check with his supervisor and call me back. I am not misconstruing what was said to me on the phone. My husband and tax preparer were present and can attest to the same. If in fact *** told me he would get me a copy of my contract, where is the proof that he did? Did he email it? Mail it, fax it? This is very disappointing that he claims this to have happened. This very same day *** told me to mail my SMUD bills to NRG. I also told by
Very professional, and super nice! They did great work, and a big job for us. We are so happy with this company, I highly recommend!
They have kept my $1,000 deposit even though their services are not required because my furnace began operating without any service from NRG or anyone
NRG is keeping my $1,000 deposit even though their services are no longer required.
Return to me my $1,000 because they did not provide any service to me because my furnace began working on its own.
Contact Name and Title: *** - GM
Contact Phone: XXXXXXXXXX
Contact Email: ***@nrgair.com
Ms. called us on 3/28/18 for an estimate to replace her 25 year old non-operating furnace. We gave her a great quote, she signed our contract, and gave us the deposit of $1000 on 3/29/18. We ordered the new furnace and booked the date of installation for 4/5/18. Upon confirming the installation the day before with our client as is our policy, the client informed us that she wanted to cancel the contract. I informed her that she had passed *** 3 day right of recision as stipulated by CA law and which is indicated on the contract she signed and she would lose her $1000 deposit if she cancelled. The client still wanted to cancel and agreed to forfeit her deposit. I even went so far as to postpone the job for her, hold the equipment and the deposit, and to the job when she is ready (her current unit is over 25 years old and is unsafe to operate). The client declined, however, I am still willing to do this for her if she wants to.
(The consumer indicated he/she DID NOT accept the response from the business.)
I need to get my $1,000 returned to me.
Read your contract, Ms.. You had 3 business days to cancel the contract and get your deposit back. When I spoke with you on the phone and told you this, you agreed to forfeit the deposit. If you want to move forward with the job, I will do it at a discount and apply the deposit. Right now I have the furnace you ordered in my warehouse and am out the money on it. Your 20 + year old furnace is unsafe to operate and you need to replace it. Call me when you're ready so we can fulfill the contract.
NRG are beyond professionals. Quick response, on-site quote and easy to schedule appointments. Highly recommend this business for all your heating and a/c issues. The staff is transparent and provide options and solutions.
Thank you, ***!!!
-***
Sales Manager
Keep both hands on your wallet with these guys! I was out of town early March and my wife had problems with the furnaces for 2 of the zones in our house. I researched and based on good reviews (must be faked) I called NRG. The service guy, Daniel showed up quickly and after a few minutes told my wife and then me by phone that the Mother Boards on both furnaces had went out. Kinda like having the Transmission go out on both of your cars on the same day. Possible I suppose, but not too likely!
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He said those are $1,800 each (they are actually $375 each), then he said the furnaces were both old enough that they should just be replaced for about $5,000 each. After returning home I looked into it and the gas had accidently gotten turned off on one of them and the other required a new igniter. They wanted to convert turning a *** and a $13.50 part into a $10,000 deal! Then to add insult to injury they billed us twice for the service they tried to cheat us on!!!
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Keep both hands on your Wallet!!!!!
Mike *** extremely professional manager of project, Carey *** great 1st contact person, and with Martin *** both had great customer service skills, knowledgeable, honest, patient, accommodating, problem solvers, went the extra mile to get things right. I would definitely recommend these 3 gentlemen as representatives of their company.
Jordi *** was the field rep who came out to check my heating system and clean out the heating ducts (something I do at the beginning of winter). He fixed a rattle in one of the ducts, and inspected them for dirt. He said they were so clean that it wasn't necessary to clean them. I wasn't charged for the visit. That's about the best service I can think of!
I've been using NRG for the past few years and they've always been honest and do good work. I highly recommend them.
A friend recommended NRG Heating & Air Conditioning to me and I was so impressed with not only their professionalism, but their AMAZING customer service. Honest competent business, friendly technicians. I will definitely use when time to replace A/C next summer.
Tune-up of two HVAC systems, one of which they installed previously. Inc. 2 filters 14X30 to be replaced, did not bring them. I called 2, nothing.
Their address on the order is 7008 Owensmouth Ave.in Canoga Park, CA XXXXX. Service order # XXXXXX. Their phone number is XXX-XXX-XXXX. Lic. XXXXXX
The company called me to do a maintenance tune-up for two HVAC systems for a total of $70. This was going to include the replacement of two air intake filters. The service man did not bring the filters in his truck. He said he would tell them in the office and the office would have the filters dropped off at my house. I have called the office three different times and still no filters. Now they ignore me or don't return my call. I have even offered to pick them up at their office myself.
Deliver two proper air filters for the intake vents.
Contact Name and Title: ***
Contact Phone: XXXXXXXXXX
Contact Email: ***@nrgair.com
We delivered the filters and the client is happy!
See Attachments
Contact Name and Title: Tiffany Swiss
Contact Phone: XXX-XXX-XXXX ext 102
Contact Email: ***@nrgcleanpower.com
We have tried on multiple occasions to resolve this issue with the customer - at no time
was he told he would be paying $70 a month. The customer signed loan with Green
Sky in the amount of $24,000.00. The program entails One year no payments and there
after 20 years at 5.99% interest. Payments are $177.49 a month, by looking at their
current bill from green sky we see that the customer has defaulted in payments and he
is past due $214.98 which is why he is being asked to pay $392.47.
We had a meeting with the customer here at the office where we explained to him the
program again and he agreed he would like to pay off the loan to green sky, we advise
him of how he can do this. Now around one month later the customer has filed this
complaint with Revdex.com, and is stating he does not want to pay off the loan.
We have attached a copy of the customer's contract and green sky forms as a response
to his complaint. We feel that after you review these documents that you will find his
claim to be invalid.
I cannot send attachments here so I will email the attachments for your review
See Attachments
"We have tried on multiple occasions to resolve this issue with the customer - at no time was he told he would be paying $70 a month. The customer signed loan with Green
Sky in the amount of $24,000.00. The program entails One year no payments and there after 20 years at 5.99% interest. Payments are $177.49 a month, by looking at their
current bill from green sky we see that the customer has defaulted in payments and he is past due $214.98 which is why he is being asked to pay $392.47. We had a meeting with the customer here at the office where we explained to him the program again and he agreed he would like to pay off the loan to green sky, we advise him of how he can do this. Now around one month later the customer has filed this complaint with Revdex.com, and is stating he does not want to pay off the loan. We have attached a copy of the customer's contract and green sky forms as a response to his complaint. We feel that after you review these documents that you will find his claim to be invalid"