NexGen HVAC & Plumbing

I had a ordered a new bathroom faucet from Home Depot and added the install service. First off, there seems to be a disconnect between HD and NG because after I put in the order, I get the automated receipt and delivery tracking from HD - but nothing from NG. After a few days I received the faucet, but still I never heard from NG. So I call HD and they give me the number to call NG myself. I call them and set up the install appointment a few days out on Friday 12-2pm (there was another time offered at 3-5pm). Who knows if/when I would have gotten on their schedule if I didn't call them. On Thursday, something comes up in my schedule and I change the time to Friday 3-5pm (it was still available). Friday comes and at 11am someone from NG calls me and says they are at my home. I'm not home and my scheduled time is 3-5pm I tell them. 3pm rolls around and I start the waiting game, which is fine, the time range just started. 4:30 I get a call from NG saying they are on their way. 5 o'clock someone shows up, looks at my bathroom set up and tells me a story that he has a bad back and hurt it earlier in the week, he's too tall for this job and would not fit since he'd have to bend at an angle, .... It's 5pm on a Friday - I get why you don't want to do this work, but what am I supposed to do as the customer. So I tell him its fine and he says okay he'll get someone to call me Monday first thing. Monday comes and goes almost with no call but at 8:55pm I get a call and a vmail. Really? 9pm?? I don't return the call as I'm actually out of town and not in a place to take a call until later that night. Tuesday morning I call at 7am to reschedule, but have to leave a vmail. Then at 11am Tuesday I get a call saying he is at my house (this time it is a different plumber) - I tell him I'm not there - because I'm not - I'm out of town. I tell him Wednesday is the earliest I can do it. So Wednesday rolls around and it finally gets done. The second plumber did good work and that's why I'm not giving a 1-star review. But the company's operational organization sucks, which leads to a very poor customer experience.

I had your company come and check out my unit inside and out. It was very thorough. I have had other companies do this before, but nothing like this time, I was impressed. He was very nice,clean, explained what he was doing and going to do, showed me pictures of what he found. If I decide to get to move forward I will get a estimate from Nexgen for sure.

Competitively priced and professional. Our crew went above and beyond. We needed a new furnace and it was an attic install. While taking the old furnace out through the hatch the attic the molding around the hatch came loose. It was never on very good. Before I knew it one of the two guys doing the install left to get something at the warehouse. In the time he was gone he fabricated a whole new hatch and brought it back and installed it. I would have been fine if they just reattached the old molding that came loose. Classic under-promise and over deliver ! Five stars in my book!

We had a great experience with Nexgen. Adrian was incredibly helpful, personable and thorough when he came to give an estimate. He also went above and beyond and personally came to install a new sink and filtration system when they were down a person to ensure we got everything done the date we requested. I’ve already recommended a neighbor to Nexgen.

They came today and installed a water heater. They left and I saw gas pipe is touching water pressure relief valve pipe. There was no clearance at all. That is not safe. pressure relief pipe vibration overtime might cause leak on gas connection if they are making contact. I called Nexgen several times to talk to someone to get technicians who installed the water heater to come back and resolve it. They came back after an hour. He tried to push the flexible gas pipe further and put a tape between pressure relief valve pipe and flexible gas pipe and insisting that pipes are not touching, not knowing I already took a picture of them making contact. Finaly after arguing He said he will move the presure valve relief pipe to create some clearance. As soon as I closed my door and when I was not watching he started rotating the water heater that had hard fixed connection with pipes fixed to the wall (recorded by my doorbell camera) and knocked on my door that he moved the pipe. I asked him that was quick! Did you just moved the entire water heater or moved the pipe? He said he moved the pipe and he did not move the water heater. He insisted even if they touch it does not matter and opened pressure release valve to show me what thta pipe is for. (Remember this last part and I will get back to it) I said thank you and trusted him but later on found out he just rotated the water heater by checking my doorbell camera. I went back to water heater to visualy look at everything to make sure nothing is loose after that unprofessional rotating the entire fixed plimbing fixture. I noticed vent is misplaced and I noticed there is splash of water on water heater body caused buy a joint failure due to rotating the water heater that has fixed piped connected to it. And noticed water dripping from elbow that I guess it happened when he was trying to prove me pressure valve relief pipe is not a big deal and open it to show me how it works. I had to call again and wait another hour for them to come back. He saw the leak and tried to blame the younger dude that was with him that he did not install the elbow correctly. He left to get some tools and I showed misplaced vent pipe to the younger dude and he put it in spot by moving it to right spot.They also replaced part of the pressure relief pipe and elbow and left. I chose to have a bigger company like Nexgen to install my water heater and pay more expensive price to make sure job gets done with good quality and matches all safety codes. But now I’m worried what if there is another issue that I was not able to catch it and it pops up later. Plumbing labor rates are not cheap at all which I understand the fact that we pay for experience on expertise of technicians but in this case I had to inspect and catch 3 obvious issues and asked them to fix it. They were supposed to start at 9 and showed up at 10 which at first it wasn’t a big deal. They placed their tools on my grill and again it wasn’t a big deal until I found out they are doing a very sloppy job. See pictures to have a better understanding how I spent my whole day to have a big plumbing company to instll my water heater.

The plumbing tech Edgar was amazing! Very professional and knowledgeable. He was also very considerate of us "retired folks" and patiently answered our questions. Thank you for the great service! - Leonard and Becky

Set an appointment over a month and a half in advance for both HVAC and Plumbing to come out and service my equipment which they had put In. Day before got confirmation text messages about the appointments which I replied to. Day of both HVAC and plumbing attempted to cancel both appointments and reset them further out after having waited over a month and a half. I spoke with HVAC and they sent somebody out later in the day. He completed the job and did a good job. The plumbing department did not show up at all. When I spoke with him the next day, they set my appointment out another week and a half. This is not good customer service. Was told by the Operator we tried to call but weren’t able to get a hold of you. I answer Because I was waiting for them and try to speak with somebody for over 30 seconds but there was no response from their end. This is not how you should treat customers That’s all I have to say. Initially I was very aggravated with the scheduling department for cancelling my appointments after a month and a half wait. After speaking with Nancy, I'm happy to say she has made things right and we have come to a satisfactory solution. Based on her response and willingness to fix the issue at hand, I have changed the rating from a 1 star to a 5 star. Thank you, Nancy, for taking the time to make things right, I appreciate it.