3rd Generation Heating & Cooling

3rd Generation Heating & Cooling was assigned to a Choice Home Warranty claim I made. My initial appointment was scheduled for 12/21/21 between 11:00 AM & 3:00 PM. They never showed up, so at 3:40 PM I called them and got their voicemail. I called them again the next morning (12/22/21) at 8:28 AM and left another message voicing my frustration that they didn't show up for the appointment. They called me back at 9:24 AM and said that they did show up on 12/21 but went to my neighbor's house by mistake. They apologized and said they would send someone out and they would be there soon. They called back at 9:30 AM and said that they were more backed up than they thought but someone would be there by noon. No one showed up so I called back at 1:56 PM and left another message. No one called me back but a while later 2 HVAC technicians finally showed up. I told them I just moved in and was generally concerned about my system because the furnace & central AC unit are 34 years old and the water heater is 13 years old. I know old water heaters are prone to leaking and I could faintly smell gas in my HVAC room, so I wanted them to check if it was necessary to replace anything to prevent any sudden instances of something breaking/leaking. I also told them that I think the vents in my bedroom are not working properly because my bedroom is always cold and it doesn't feel like the vents are outputting any air. They did an inspection of my furnace & water heater. They said the gas smell is because I have a standing flame furnace and is nothing to worry about. They said they would be submitting a report saying that I need a new furnace & water heater. We then went into my bedroom and they looked at the vents. They agreed the vents had low airflow but said nothing could be done about that. I asked what happens now. They said after they submit their report, we'd have to wait a few days to see if it's approved. They said they would call me once they heard back from Choice and if my claim is approved, Choice would pay for the new equipment and I would just have to pay for labor. On 12/23/21, I got a message from Choice stating that "funds have been processed towards the repair of your claim" which I assumed meant my claim was approved. I called 3rd Generation at 11:08 AM and left a message asking what happens next and told them to call me back. I heard nothing but figured that it was probably because of the holidays so I decided to wait it out. I called again on 1/3/22 at 11:51 AM & 1/6/22 at 3:32 PM and left voicemails asking them to call me back. They still were not returning my calls, so I called again at 11:40 AM on 1/10/22 and finally someone picked up. I told the guy about the message from Choice and he said it sounds like that means my repair has been paid for. I told him that only an inspection was done and that no repairs were made. He said the technicians must have done something if funds were processed. I explained what happened during the visit with the technicians and he said that they wouldn't replace my system if it's working and that if I think I have a gas leak I should call the gas company. Since he said a repair had been made, I asked him if he could tell me what was repaired but he could not. He took my info and said he would call me back but of course that never happened. I reached out to Choice about all this and they apologized and thanked me for my feedback. They said the technician was approved for a flame sensor cleaning and confirmed that my warranty only covers mechanical failures (this is my first home warranty, so I didn't know that). That said, it's clear the technicians lied to me when they said they were submitting a report for a replacement furnace & water heater. Overall, I was very disappointed with my experience with 3rd Generation Heating & Cooling. They missed my initial appointment, lied to me/gave me false hopes, and consistently did not return my calls. I would not recommend them and if I have to make any home warranty claims in the future, I will request that they are not assigned to my claim.

Very well..........

I don't review often. I am so agitated with this company that I feel that I need to leave a comment. Please do not use this company if you would like any service after they have your money. We got our air conditioning and heating unit installed about 4 years ago. There were a few minor issues with the install, but I would assume that this is typical with any company. They did make everything right, because I did not pay the balance until I was satisfied. Then, there was a cost-savings guarantee. My cooling bills went up a ton the next summer. I compiled a year's worth of bills from PSE&G and compared them to the previous years. I called them and they would not call me back. When I finally got in touch, he had just made an excuse about the summer heat. I went from a 25-year old unit to a 90% efficiency unit and I would assume that our bills would be lowered. All I wanted was for them to check it over and they would not come. Then, this summer, we had water pouring out of our unit. I tried to call to set up a warranty service. I called on Friday and was told I would receive a call back. I called Monday and was told I would receive a call back. I then called on Tuesday, and insisted to speak with someone, where they said that they no longer send people to our area. If you need any kind of AC service, there has to be companies better than this one.

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It should not matter how long ago a job was done if it was NOT done per code and inspected , the contractor should make it right.

I got estimates from at least 6 contractors and the pricing ranged from 10K to 18K. I interviewed 3 of the contractors based on price and knowledge of this system. I wanted someone who was reasonable in the pricing but more importantly someone who was willing to work with me ( i knew the new boilers are complex sensitive and it is critical for the installation to be done right). Right from the beginning it was impossible to get most of the contractors to provide me with a reasonable contract. That worried me not so much that they would not do the right job but it showed arrogance and an unwillingness to work with me. I got all of that when I called 3rd generation. Bob came over listened to my concerns and we came to a reasonable agreement. He kept me informed about the progress and always answered my emails and calls. After the system was installed I noticed that it was taking a longer time than normal for the house to get heated. Bob returned and took time to analyze the problem and determined that it was due to the preexisting plumbing connection that ran to the second floor. To correct the problem we had to add another zone. Bob was very reasonable with the added estimate but more importantly he was very persistent in correcting and adjusting the system to my satisfaction. The installation looks neat and the system is working great. I would highly recommend 3rd generation.