Next Generation Air & Heat Inc

"Hi Mrs. [Member Name Removed], I am truly sorry that you feel this way! Our customers are very important to us and it is never our intention to "rip off" anyone. The tech couldn't provide a cost breakdown because we don't charge hourly rates. We've chosen to go with flat rate pricing which means our customers don't have worry about the amount of time it takes to get the job done or to procure a part. We also offer an option, the membership which the technician offered to you, that would have offset the pricing and brought it below the price you paid the other company. By signing up for the Priority Member Service Agreement, the service charge would have been waved, a full tune-up would have been performed and the blower motor changed out and the $533 bill would have been reduced to almost $10 less than you paid the other company. In addition to saving money on this bill, you would have received a number of other benefits that would have made signing up well worth the investment. In fact, as a priority member, had we done the previous repair (within 2 years), this repair would have been free. Again, I'm sorry you feel badly about our encounter and we are happy that you were able to receive the service you needed. As we part ways, I'd like to leave you with a little piece of advice that we give to all of our customers; when the time comes to purchase a new system, spend the extra money and get the labor warranty! Had you done that; your bill would have $0. Take care, and we wish you well."

"Thank you for being part of the Next Generation Air & Heat Family"

"I am so sorry to hear that you've had a bad experience with your ductwork; unfortunately, you are reviewing the wrong company. I've checked our records and found that the only contact we've had with you was in January when you purchased an Angie's List deal for duct cleaning for approximately $230. We sent a technician to your home on January 27th and found that we were unable to perform the service due to the type of ductwork in your home. At that point, we contacted Angie's List and refunded your money. This was the only contact we've had with you. The work that was to be done yesterday was not performed by us. We wish you well and hope that you are able to find a contractor who is able to take care of your AC needs."

"I apologize for taking so long to respond but your appointment was booked under a very different name and without having made any complaint with our office, it was very difficult to figure out what customer I am addressing. I'm sorry that you are so upset and I assure you, my technician was not trying to "rip you off." I've spoken to the tech involved and, according to what I've been told, he followed proper procedure as set forth by the manufacturer with regard to the diagnosis of your equipment's failure. He then called the parts distributor to obtain the part and was informed that it was not in stock. It is standard procedure to give the customer options in such circumstances and because your system is already 11 yrs old, and the new systems are far more efficient, he gave you the choice to wait until we could obtain the part or upgrade for efficiency. As for the simple fix, I'm happy that you found someone who happened to have the right part just sitting on his truck and was willing to install it for free, for the cost of the part alone. If you would like to discuss this further, please feel free to call the office."

"Dear Member: I would like to thank you for your review and, after reading the technician’s paperwork, I’d like to perhaps clear up some misunderstandings. Your system does, in fact, have a leak in a copper pipe; but that pipe is inside your condenser. If this were a small, simple fix, regardless of the age of the system, there would be no question that a repair would be the correct course of action but because this is a major repair to an older system, the technician correctly chose to give you an estimate for repair as well as the option to replace. It may seem like your system couldn’t be considered old but after nearly a decade of service, it is at the manufacturer’s perceived lifespan. At this point, like running an old car, one should always weigh the cost of continued repair against the cost and advantages of replacement. As for the amount of refrigerant needed, it’s impossible for anyone to determine that without filling the system. This is like calling a mechanic and asking him to tell you how much gas your car needs right now. The mechanic can only tell you how much gas your tank holds but without seeing your car, he can’t tell you what it needs right now. This is why our technician gave you a quote based on the full amount of refrigerant your system will hold. You would have been charged for only the amount that went into your system, just like pulling up to a gas pump! The technician we sent to your rental property is a seasoned professional with a proven track record of excellence and as for the price of the refrigerant, our prices are in line with other reputable companies. I’m sorry that we were unable to serve you to your expectations. Our customers are important to us and we strive to provide the best possible serve. If we can help you in the future, please feel free to call us."