Nace Appliance Repair & Service

TO WHOM IT MAY CONCERNWE RECEIVED A DISPATCH FROM ** TO GO AND SERVICE A WASHER FOR [redacted] AND [redacted] AT THIS POINT WE CALLED THE CUST AND SET AN APPOINTMENT UP FOR 10/28/2014 WE AT THAT TIME INSTRUCTED [redacted] ON THE PHONE THAT THERE WAS A $90.00 SERVICE CHARGE TO COME OUT AND...

DIANOSE THE UNIT WHICH HE AGREED TO ON 10/28 WE WENT TO CUST [redacted] HOME TO LOOK AT THEIR WASHER AND FOUND THAT IT NEEDS A PUMP [redacted] INSTRUCTED THE TECHNICAN THAT HE WOULD CALL IN LATER THAT DAY WITH A CREDIT CARD AND TO LET US KNOW WHETHER THEY WANTED TO CONTINUE WITH THE REPAIR OR NOTLATER THAT DAY ON THE 28th [redacted] CALLED AND INSTRUCTED ME TO ORDER THE PUMP AND TO GET IT AS SOON AS POSSIBLE WHICH I DID THE NEXT DAY ON 10/29/2014 I CALLED [redacted] AND NOTIFIED HIM THAT HE STILL HASN'T MADE THE 50 PERCENT PAYMENT THAT OUR COMPANY REQUIRES UP FRONT AND THAT WE WOULD NEED THIS DEPOSIT BEFORE WE COME OUT TO INSTALL HIS PART HE SAID NO PROBLEM THAT HE WOULD GET THE CREDIT CARD FROM HIS WIFE AND CALL BACK WITH ITWELL | DIDN'T HEAR FROM HIM SO ON 10/30/14 RECEIVED HIS PART AND PROCEEDED TO CALL HIM ABOUT PAYMENT AND WHEN HE WANTED HIS PART INSTALLED WHEN 1 FINALLY REACHED [redacted] HE SAID THAT HE ALREADY HAD A TECH FROM ** COME OUT AND TAKE CARE OF T SAID TO HIM THAT’S OK BUT YOU WILL STILL OWE THE $90.00 SERVICE FEE AND HE STATED TO SEND HIM A BILL AND HE WOULD TAKE CARE OF IT | DID SEND THEM A BILL AND THEN THEY STARTED SENDING ME EMAILS THAT I AM TO TAKE IT UP WITH ** FOR PAYMENT | DID REPLY THAT THEY ARE RESPONSIBLE FOR THE BILL NOT ** THAT’S WHEN THEY CONTACTED YOUI HAVE A SIGNED WORKORDER FROM [redacted] AGREEING TO PAY THE CHARGES AND ALSO 2 VERBAL CONFIRMATIONS TO CONTINUE WITH THE REPAIR AND AGREEING TO PAY THE BILL .AS FAR AS BEING REGISTERED BY THE PA HOME IMPROVEMENT COMMISION WE DON'T NEED TO BE BECAUSE THAT IS ONLY REOUIRED FOR HOME IMPROVEMENTS WE DO REPAIRSTO APPLIANCESTHE STINES DO OVE THE $90.00 AND FULLY INTEND TO COLLECT PAYMENT EVEN IF I HAVE TO SEND THEM TO COLLECTIONSTHANKYOUPAUL N

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]
 Complaint: [redacted]
I am rejecting this response because: I want a letter of apology stating that they lied to the warranty company. They advised the warranty company that they told us to stop using the washer and that we had continued to use the washer. That is why we had so many issues with the warranty company. I do have a letter from the warranty company that nace's told us to stop using the washer and that we continued to use the washer.
Regards,
[redacted]

WE DID HAVE AN APPOINTMENT WITH THIS CUST ON 07/21/2015 THE TECHNICIAN WENT TO HOME AND NOBODY WAS HOME WHEN SHE CALLED IN ON THE 22ND WE DID TELL HER WE HAD NO AVAILABILITY ON THAT DAY BUT WHEN WE REALIZED THAT THE CUST WAS UPSET WE DID SEND A TECH AFTER HOURS TO REPAIR HER DRYER THE CALL IS...

FINISHED AND WE APOLOGIZE FOR ANY INCONVIENCE

TO WHOM IT MAY CONCERNIN REGARDS TO COMPLAINT [redacted]I AM SORRY FOR ANY TROUBLE [redacted] IS GOING THROUGH BUT HER COMPLAINT IS WITH HER WARRANTY NOT US . WE JUST FOLLOW THE GUIDELINES THAT ARE SETUP BY HER WARRANTY COMPANY. HER WARRANTY COMPANY DOES NOT COVER GASKETSI AM HAPPY THAT THE WARRANTY COMPANY IS PAYING HER FOR HER REPAIR BUT WE DID DO OUR JOB AND I AM NOT GIVING HER ANY MONEY I NEVER CHARGED HER ANYTHING TO OWE HER ANYTHINGI HOPE [redacted] KNOWS THAT IT WASN'T US THAT DECLINED TO COVER HER UNIT BUT THE WARRANTY COMPANY THAT HIRED US. I WISH [redacted] NOTHING BUT THE BESTTHANKYOU PAUL N

In Melbourne FL the the technician/owner Paul came to fix a clothes dryer which was less than 2 years old and under extended Warrantee. He himself had been in about 45 days before and did not find anything wrong. His diagnosis: there maybe too much lint in lint pipe. My handyman found no lint accumulation in the pipe. The dryer quit working completely and will not even turn on. He came back and assumed that someone had gone into the dryer and worked on the control board and destroyed it. His logic back was loose. He falsely made a report to Warrantee CO that he found the dryer unassembled and it took him a couple of hours to put together. When no one who lived there had the time or inclination to fix the dryer when it was under Warrantee. He had no evidence he felt it some one may had worked on the control board. He lied to make few more bucks .

TO WHOM IT MAY CONCERNI AM RESPONDING TO COMPLAINT ID [redacted] FROM [redacted]THE SERVICE CALL THAT WE WENT TO WAS FOR A [redacted] I AM NOT SURE WHO [redacted] IS BUT THAT ASIDE WE WENT TO [redacted] PA, [redacted] ON 07/07/2014 TO LOOK AT A REFRIGERATOR FOR [redacted] THE TECH...

AT THAT TIME DETERMINED THAT THERE WAS AN EXCESSIVE ICE BUILDUP AND INSTRUCTED CUST THAT UNIT WOULD NEED TO BE DEFROSTED TO CLEAR UP THE ISSUE . I SPOKE TO TECH HE SAID THAT HE SUSPECTS DOOR WAS LEFT OPEN TOO LONG CAUSING FROST AND ICE BUILDUP.ON 07/15 THE CUST CALLED BACK IN AND SPOKE WITH JESSICA PER MY UNDERSTANDING THE CUST THEN STATED THAT THE UNIT STILL HAD AN ICE BUILDUP AND AT THAT POINT JESSICA ASKED THE CUST IF HE DEFROSTED THE UNIT YET THE CUST STATED THAT HE DHD NOT AND WOULD NOT DO THAT. AT THIS POINT JESSICA INSTRUCTED THE CUST THAT WE WOULD GLADLY SEND A SERVICE TECH BACK TO THE HOUSE BUT THAT THERE WAS A POSSIBILITY THAT HE WOULD BE CHARGED A SERVICE CALL IF THE SECOND TECH AGREES WITH THE FIRST DIAGNOSIS BECAUSE [redacted] WILL NOT PAY FOR THE SERVICE IF THE CUST DOESN'T COOPERATE AND SINCE [redacted] DID NOT DEFROST THE UNIT [redacted] MIGHT NOT PAY FOR IT.
WE WILL GLADLY SEND A TECH BACK OUT BUT [redacted] HAS TO BE IMFORMED THAT IF ITS NOT A MANUFACTURE DEFECT THAT [redacted] WILL NOT PAY THE BILL HE WOULD BE RESPONSIBLE FOR PAYMENT. THIS IS NOT OUR RULES BUT [redacted]S RULES AND THIS IMFORMATION IS IN IS OWNERS MANUAL.
I NEVER WANT AN UNHAPPY CUST BUT I DON'T MAKE THE RULES IF THE REFRIGERATOR HAS A MANUFACTURES DEFECT IT WILL BE COVERED BUT IF ITS NOT THERE WILL BE CHARGES INVOLVED. I AM VERY SORRY THAT [redacted]) IS UNSATISFIED AND WOULD BE GLAD TO RESOLVE HIS ISSUE UNDER THE TERMS STATED.THANK YOU PAUL N[redacted] NACE APPLIANCE REPAIR

I had an issue with a new fridge it wasn’t cooling, so I called the Samsung manufacturer for a repair (I just had the fridge for 2 months and it’s still under 1 year warranty). They sent Nace Appliance Repair. Technician from Nace came out and checked the temperature inside the fridge and tells me that temp in fridge is 44 and freezer 54, oh really, I said… that’s why you are here… and you need to identify the issue and fix it. Well, to make a long story short, Technician from Nace unscrewed bottom freezer door, than put it back, made 2 dents and slid my fridge to the center of kitchen and said, compressor is hot, let it sit for 24 hours, if within 24 hours it will not cool, then call them back. Okay I said, I signed the bill for $80, and then he run out. Well, I waited 24 hours, nothing happened, actually temp got up to 72 degrees in both fridge & freezer. I called them back, but they said they are not going to comeback and fix this fridge, because I didn’t installed this fridge properly and I don’t have 3 inch’s between the wall and the fridge (btw, I didn’t install this fridge, hhgregg did, and wouldn’t you think they’d know how to install it and level it), and that’s all my fault that fridge no longer working… and manufacturer not going to pay for that. Well, I guess they don’t know if you have 1 year warranty it covers everything, even if it’s a customer fault which wasn’t in my case. So I called manufacturer again and explained the situation and everything, right a way they sent me to a different repair shop, who then identified that it was a defect from the manufacturer and fridge must be replaced with new one. In addition, he said installation has nothing to do with compressor not running properly and etc.
AVOID – Unprofessional – Nace Appliance Repair!!!

[A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. But they DID Not Call or show up at my house. I am glad I will not have to deal with this company again
Regards,
[redacted]

My refrigerator stopped cooling. Called Nace, they made an appointment for the following day. The tech arrived on time and called before. He was nice and had our refrig working within 20 mins. Couldn't be happier I didn't have to buy a new refrig. Great Service.

Review: Here is what we sent to Nace Appliance Repair:

Please be advised that we will not be responsible or pay for the $90 in home service call fee per your attached invoice for the following reasons:

1) ** scheduled you for this repair as we called them to get the actual manufacturer’s service rep to perform the diagnosis and repair.

2) Any in home service call/diagnosis fee was to be included in the repair.

3) Your service rep, John, did not have the part on his truck and quoted the repair for $342.70 and stated that the repair was a flat rate set by NADA and charged by all of the approved ** appliance repair techs.

4) When we called ** to follow up on the repair, they scheduled Joe Hilker to make the repair and who keeps the parts on his truck to perform these normal kind of repairs, which is normal.

5) Mr. Hilker replaced the pump for $176.58 and which is less than half of what your tech quoted in contradiction to his representations.

Please take any issue with your $90 fee up with ** as we have already paid for all of the necessary and represented fees to ** and with whom we have coordinate all of the appointments and repairs from the beginning.

Your effort to imply that there is some criminal implication to our actions is criminal in and by itself. I challenge you to identify what in the following “PA Theft by Deception” statute that you are alleging that you allege have been committed.

Pursuant to a search of Pennsylvania Department of State Corporate Records, Nace Appliance Repair is not registered with the State of Pennsylvania in any form. Also Nace Appliance Repair is not registered or licensed with the Pennsylvania Home Improvement Commission nor is Paul or Melissa Nace registered as well. Please provide the names and owners and addresses of Nace Appliance Repair so we can determine who we are actually dealing with in this matter. It is our clear understanding that both of these registrations are required by PA Law.

§ 3922. Theft by deception.

(a) Offense defined.--A person is guilty of theft if he

intentionally obtains or withholds property of another by

deception. A person deceives if he intentionally:

(1) creates or reinforces a false impression, including

false impressions as to law, value, intention or other state

of mind; but deception as to a person's intention to perform

a promise shall not be inferred from the fact alone that he

did not subsequently perform the promise;

(2) prevents another from acquiring information which

would affect his judgment of a transaction; or

(3) fails to correct a false impression which the

deceiver previously created or reinforced, or which the

deceiver knows to be influencing another to whom he stands in

a fiduciary or confidential relationship.

(b) Exception.--The term "deceive" does not, however,

include falsity as to matters having no pecuniary significance,

or puffing by statements unlikely to deceive ordinary persons in

the group addressed.Desired Settlement: Stop claiming that we owe them $90 per our complaint

Business

Response:

TO WHOM IT MAY CONCERNWE RECEIVED A DISPATCH FROM ** TO GO AND SERVICE A WASHER FOR [redacted] AND [redacted] AT THIS POINT WE CALLED THE CUST AND SET AN APPOINTMENT UP FOR 10/28/2014 WE AT THAT TIME INSTRUCTED [redacted] ON THE PHONE THAT THERE WAS A $90.00 SERVICE CHARGE TO COME OUT AND DIANOSE THE UNIT WHICH HE AGREED TO ON 10/28 WE WENT TO CUST [redacted] HOME TO LOOK AT THEIR WASHER AND FOUND THAT IT NEEDS A PUMP [redacted] INSTRUCTED THE TECHNICAN THAT HE WOULD CALL IN LATER THAT DAY WITH A CREDIT CARD AND TO LET US KNOW WHETHER THEY WANTED TO CONTINUE WITH THE REPAIR OR NOTLATER THAT DAY ON THE 28th [redacted] CALLED AND INSTRUCTED ME TO ORDER THE PUMP AND TO GET IT AS SOON AS POSSIBLE WHICH I DID THE NEXT DAY ON 10/29/2014 I CALLED [redacted] AND NOTIFIED HIM THAT HE STILL HASN'T MADE THE 50 PERCENT PAYMENT THAT OUR COMPANY REQUIRES UP FRONT AND THAT WE WOULD NEED THIS DEPOSIT BEFORE WE COME OUT TO INSTALL HIS PART HE SAID NO PROBLEM THAT HE WOULD GET THE CREDIT CARD FROM HIS WIFE AND CALL BACK WITH ITWELL | DIDN'T HEAR FROM HIM SO ON 10/30/14 RECEIVED HIS PART AND PROCEEDED TO CALL HIM ABOUT PAYMENT AND WHEN HE WANTED HIS PART INSTALLED WHEN 1 FINALLY REACHED [redacted] HE SAID THAT HE ALREADY HAD A TECH FROM ** COME OUT AND TAKE CARE OF T SAID TO HIM THAT’S OK BUT YOU WILL STILL OWE THE $90.00 SERVICE FEE AND HE STATED TO SEND HIM A BILL AND HE WOULD TAKE CARE OF IT | DID SEND THEM A BILL AND THEN THEY STARTED SENDING ME EMAILS THAT I AM TO TAKE IT UP WITH ** FOR PAYMENT | DID REPLY THAT THEY ARE RESPONSIBLE FOR THE BILL NOT ** THAT’S WHEN THEY CONTACTED YOUI HAVE A SIGNED WORKORDER FROM [redacted] AGREEING TO PAY THE CHARGES AND ALSO 2 VERBAL CONFIRMATIONS TO CONTINUE WITH THE REPAIR AND AGREEING TO PAY THE BILL .AS FAR AS BEING REGISTERED BY THE PA HOME IMPROVEMENT COMMISION WE DON'T NEED TO BE BECAUSE THAT IS ONLY REOUIRED FOR HOME IMPROVEMENTS WE DO REPAIRSTO APPLIANCESTHE STINES DO OVE THE $90.00 AND FULLY INTEND TO COLLECT PAYMENT EVEN IF I HAVE TO SEND THEM TO COLLECTIONSTHANKYOUPAUL N

Business

Response:

Letter from Business with Work Order

nace diagnosedmy LG freezer needing a new sealed system . cost $ 400 . I gave them $ 200 down then $ 200 when freezer fixed. the parts were covered under warranty. They did repair which did not fix freezer still broke. The tech said I needed another part for $ 100. I agreed to this even though they mis diagnosed the problem. Nace owner said he wanted the remaining $ 200 before he would get the part and fix my freezer. I said no . I will pay you balance of $ 300 when freezer fixed. Owner sent no and teck left. I called LG where I got nace appliance name off their web site as certified LG local repair. LG felt bad I was treated this way and came and fixed freezer free of charge. After a few weeks when Nace figured freezer was fixed by someone else , He called and threatened collection agency if I did not pay balance of $ 200 on the mis diagnosis . I called numerous times until finally spoke Owner Nace . He screamed and hung up on me. I called back and he called police on me saying I was harassing him . He then sent me to a collection agency, which was time consuming sending written notice disputing his claims. His business prctices are very un professional and no one should use them.

Review: Contacted ** appliance with a problem I was having with my freezer not working properly. They in turn directed me to Nace Appliance as one of their authorized repair companies. The first visit was on July 1, 2014 where the serviceman TRIED to analyze the problem. After checking several things, he had to contact ** for assistance via phone. Nace repairman and ** (on phone) tried to analyze problem. After approximately 30 minutes, the repairman said he and the ** representative thinks they know the problem and said we had to buy a part and with diagnostic/labor costing us over $220.90. Nace notified us when part arrived to set up a date for the serviceman to come and install. A date was set with times between 12:00PM-5:00PM that they will arrive. We advised them to call approximately 30 minutes before arrival and we will have someone at the house for there arrival since we work during the day. Gave them 2 phone numbers to call (my phone and my wife). Never received a phone call from Nace Appliance that day and has at note when we arrived home that day stating they were there and we had to reschedule. Contacted Nace and the gentleman that answered the phone said he called one phone number but not the second. Rescheduled for another date, July 10, 2014. Serviceman called, we had someone there and he replaced the part. Unfortunately, the part Nace replaced was not the problem. Called Nace back advising this and scheduled another service call. Nace serviceman came again on July 21, 2014 and analyzed the freezer AGAIN and said we need another part which will cost an additional $186.56. We called approximately 2 days later advising Nace Appliance left a message stating we wanted them to order the part and get it fixed since we already paid them the first time. After a few days later, after not hearing back from them, we called again and were advised that they were waiting on the part to arrive. A WEEK later called again and left a message asking when the part was going to arrive and still did not hear back from them. Today is Saturday, August 9 over a MONTH later and the freezer is still not fixed we are still waiting for a phone call from them waiting for repair. When calling Nace Appliance, it is mostly recordings and sometimes you can leave a message and sometimes you can't.Desired Settlement: I would like my freezer repaired immediately with no further cost including parts and labor or a TOTAL REFUND and I will find another company.

Business

Response:

To whom it may concernRegarding complaint ID [redacted] is correct we did go to his home on 07/01/2014 and we contacted The ** engineering dept who after the tech went over the unit with them advised us to change an inverter board we ordered the inverter went back out to install the part the tech called cust we had no answer I tried to call cust from office on both numbers we had no answer I instructed tech to go to cu house anyway to see if they were home cust was not we left. Cust then called back in and we rescheduled for part install. We went and installed the part when we did the compressor kicked on and ran the way it should we leftSeveral days later the cu called in and said it still wasn’t working so we dispatch another tech to go to his home. We again spoke to ** which advised us that if putting the inverter in didn’t work it would need sealed system work we gave them an estimate which they declined. It was almost 2 weeks later that the cust called in stating he would like the work done not 2 days so we ordered the parts. And instructed cust we would call when parts came inI received an email on 08/18/2014 from cu I then called cust explained what was going on that we were still waiting on the part told her I would call ** and try to find out where part was . I did that and called and spoke to [redacted] told her they told me a week at the most. She said that would be fine and to proceed with the repair and she would withdraw the Revdex.com complaint. Two days later I received a message from [redacted] that he no longer wants service and he was going to use the Revdex.com to get a refund from us.[redacted] has the inverter board installed in his refrigerator that cant be returned and inverter was needed per the manufacture. Also I now have the compressor needed for their repair which cant be returned it’s a special order part, I also had a verbal agreement with [redacted] to complete the repair. There is no refund due them and since they are refusing further repair I cant repair it either So I am not sure what I am supposed to do to resolve this matterThankyouNace Appliance Repair

Recently I had a dehumidifier go bad from Frigidaire, called them and they routed me to this company, which is not very close to my home for repair. I spoke with a Tech named John, and he nicely provided alot of repair information and his opinion, from experience, of the problem. He also informed me that I could call Frigidaire again and sometimes they are willing to provide a replacement. I called as John had suggested and Frigidaire is now sending me a check instead. It is good to find a company tech that is willing to take the time to talk, inform and support a customer. Kudos the Nace appliance.

never ever use nace appliance. they sent inexperience kid who just graduated from motorcycle repair school to diagnose freezer problem. Well he spent all his time on phone and guess what - They mis- diagnosed my problem. I gave them $ 200 down. Was suppose to give them the remaining $ 200 when freezer fixed . They said I needed another $ 100 part to fix problem. I agreed when freezer fixed I would give them the $ 300 balance. the owner Paul said no. { you want your freezer fixed the 2oo paid now and then we will fix freezer. } Ha I told repair tech no way , already paying $ 400 for your mistake - took you 3 weeks to get here , now I give you $ 200 you will take another 3 weeks to come back and fix. HA they are a joke . I got there name from LG website. I called LG They were embarrassed by nace actions. They sent there own tech who fixed free of charge the next day. LG said never use them again they over charged you to begin with. the owner Paul gets extremely vulgar and very non professional on phone when things do not go his way , so everyone stay away from Nace Appliance

Review: I had purchased a,washer in 2011. The washer was in need of repair in September 2014 as the tub seal was damaged. We later found out that the springs that hold the tub in place had broken and that is what caused the seal to break. Nace appliance had come to the house to look at the washer and informed us the the spring we're broke and that they would have to order them. They did not tell us that they could not work on the washer if the stackable dryer was not removed. The tech from Nace appliance showed up at the house to do the repairs. I was on the second floor of the house when he advised that he could not work on it because of the dryer. He also told me that he had pulled the washer and dryer out from between the camera under and sink and had pushed it back I to the space. I became upset when he told me he had moved it and put it back, I was home by myself and since we were in need of the washer, I moved the unit and took the dryer off of the washer so the repairs could be done. The tech notified me that I was good to go and I signed the form for him. After I checked the washer I found that the tub seal was not replaced and that I still could not shut the washer door. After contacting nace appliance they told me that the seal was not covered by the warranty. After contacting the warranty company, they advised that that the tech from Nace appliance reported to them that I had continued to use the washer which caused further damage. I have since had it repaired by a reputable company who talked to the warranty company and stated that the washer could not have been used as the door would not shut, it would have leaked water.Desired Settlement: I would like a letter explaining to me and the warranty company that the washer was not used and that they had lied about my using the washer. Also a reimbursement check for 361.00 for the work that I had to get done in order to have a usable washer. And that the business be reported to the Revdex.com.

Business

Response:

TO WHOM IT MAY CONCERN REGARDING COMPLAINT ID [redacted]WE DID INDEED GO TO CUST HOME TO REPAIR WASHER FOR HER WARRANTY COMPANY THE FIRST TRIP OUT IT WAS DETERMINED THAT THE MACHINE NEEDED NEW SPRINGS WE ORDERED THE SPRINGSAND WENT BACK OUT TO INSTALL THEM, [redacted] WAS IMFORMED THAT THE WASHER HAD TO BE MADE ASSESIBLE TO US AS IT IS IN THEIR SERVICE AGREEMENT TO DO SO WHEN WE ARRIVED UNIT WAS NOT READY FOR US TECH WAS GOING TO LEAVE BUT [redacted] CALLED AND ASKED ME IF THE TECH COULD WAIT AS HE WAS OUT OF TOWN . I DONT KNOW IF THE TECH HELPED THE CUST TAKE DOWN THE DRYER OR NOT BUT IN ANY REGARD WE DID INSTALL THE SPRINGSTHE CUST THEN CALLED OFFICE ABOUT AN HOUR LATER VERY UPSET AND YELLING AND SCREAMING STATING THAT THE FRONT GASKET WAS NOT REPLACED AND I EXPLAINED TO [redacted] THAT GASKETS ARE NOT COVERED UNDER HER WARRANTY THAT SHE WOULD HAVE TO PAY TO HAVE ONE INSTALLED SHE THEN PROCEEDED TO YELL SOME MORE THEN HUNG UPLATER THAT DAY HER WARRANTY COMPANY CALLED ME AND I TOLD THEM SHE WANTS A GASKET PUT ON HER MACHINE THEY DECLINED TO PAY FOR IT AS THEY ARE NOT COVEREDALTHOUGH I UNDERSTAND THAT [redacted] WANTED HER GASKET REPLACED SHE CANT EXPECT US TO PAY FOR HER REPAIR , AND SHE STATES IN HER CLAIM THAT SHE HAD ANOTHER COMPANY REPAIR THE UNIT UNDER HER WARRANTY SO WHY WOULD SHE HAVE PAID THEM $361,00I REGRET THAT [redacted] IS UNHAPPY BUT WE DID OUR JOB ACCORDING TO HER CONTRACT WE DONT MAKE THE RULES WE JUST FOLLOW THEM HER REAL FIGHT IS WITH THE WARRANTY COMPANY NOT US AND SINCE WE NEVER COLLECTED ANY MONEY FROM [redacted] WE DONT OWE HER ANYTHANKYOU PAUL N

Consumer

Response:

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]

Review: [redacted]

I am rejecting this response because:

Regards,

Nace's responded to our residence to evaluate our washer. The tech at that time advised me that we needed a spring and that it would have to be ordered. We received a call that the spring was in and arrangements were made to have it put on. I was never told the dryer would have to be off of the washer. The "tech" arrived and moved the washer and dryer from between the sink and a cabinet. The tech did not inform me that he could not work on the washer and slid the unit back. After being advised of the issue, I went and moved the dryer onto the cabinet so the springs could be replaced. The tech brought the paperwork to me and said that I was good to go. After looking inside the washer later I found that the door boot was not replaced therefore I still could not use the washer as the door would not shut. I was upset when I called naces because I thought the washer was fixed. That is when the advised the part was not covered. After speaking with the warranty company the stated that the part would be covered because the springs caused the issue with the door boot. I then received a letter that the part would not be covered because nace appliance told the warranty company that they told us not to use the washer and we had continued to use it. Nace appliance never told me to not use the washer. Since I needed the washer fixed we had notified a reputable appliance company and after the looked at the washer the found that the pins in the shocks were missing therefore between the springs and the missing pins that caused the door boot to stretch. We had paid the other company for their outstanding services and notified the warranty company of what they had found wrong with the washer. We were turned down again because nace appliance kept telling the warrant company that we kept using our washer. Assuming we could have shut the door, the water would have leaked out of the bottom of the washer. We now are getting reimbursed from the warranty company for the money we paid to have it fixed right. I still want nace appliance to apologize in writing for lying to the warranty company and since we had to wait so long and what we had to go through to get paid I want the money that they received from the warrant company since they did not fix the washer to my satisfaction. [redacted]

Business

Response:

TO WHOM IT MAY CONCERNIN REGARDS TO COMPLAINT [redacted]I AM SORRY FOR ANY TROUBLE [redacted] IS GOING THROUGH BUT HER COMPLAINT IS WITH HER WARRANTY NOT US . WE JUST FOLLOW THE GUIDELINES THAT ARE SETUP BY HER WARRANTY COMPANY. HER WARRANTY COMPANY DOES NOT COVER GASKETSI AM HAPPY THAT THE WARRANTY COMPANY IS PAYING HER FOR HER REPAIR BUT WE DID DO OUR JOB AND I AM NOT GIVING HER ANY MONEY I NEVER CHARGED HER ANYTHING TO OWE HER ANYTHINGI HOPE [redacted] KNOWS THAT IT WASN'T US THAT DECLINED TO COVER HER UNIT BUT THE WARRANTY COMPANY THAT HIRED US. I WISH [redacted] NOTHING BUT THE BESTTHANKYOU PAUL N

Consumer

Response:

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]

Review: [redacted]

I am rejecting this response because: I want a letter of apology stating that they lied to the warranty company. They advised the warranty company that they told us to stop using the washer and that we had continued to use the washer. That is why we had so many issues with the warranty company. I do have a letter from the warranty company that nace's told us to stop using the washer and that we continued to use the washer.

Regards,

Review: I placed a service call thru [redacted] with Nace Appliance repair regarding my newly purchased fridge that is warm and frost growing on the inside of the freezer. A repairman came out, cleared some ice from the freezer and informed me that the "airflow was restricted, it's probably a defrosting parts issue, but let's try this, if it stays the same, call back in 3-5 days and we will replace it". On July 15, 2014 at 10:50am, I called via telephone to Nace Appliance Repair and spoke with "Jessica" and informed her of the above information. She informed me that the technician should have told me to unplug the fridge for 2 days and find alternative cold storage for my food. She said if they send someone back out, there will be a service fee although the unit is under warranty "because I do not want to follow instructions as she was sure I was told". I asked to speak to her supervisor, she replied "No, if you want to argue, argue with me". she then informed me "in the summer months, fridges tend to fail", I politely asked what that had to do with my constantly air conditioned 70 degree home and asked for a repairman to return at no charge as he indicated he would. I asked the supervisor's name she replied "Paul" and hung up on me.

I am dissatisfied with the customer service and have had a non-working fridge for almost 2 weeks.Desired Settlement: Repair my fridge to where it operates properly

Business

Response:

TO WHOM IT MAY CONCERNI AM RESPONDING TO COMPLAINT ID [redacted] FROM [redacted]THE SERVICE CALL THAT WE WENT TO WAS FOR A [redacted] I AM NOT SURE WHO [redacted] IS BUT THAT ASIDE WE WENT TO [redacted] PA, [redacted] ON 07/07/2014 TO LOOK AT A REFRIGERATOR FOR [redacted] THE TECH AT THAT TIME DETERMINED THAT THERE WAS AN EXCESSIVE ICE BUILDUP AND INSTRUCTED CUST THAT UNIT WOULD NEED TO BE DEFROSTED TO CLEAR UP THE ISSUE . I SPOKE TO TECH HE SAID THAT HE SUSPECTS DOOR WAS LEFT OPEN TOO LONG CAUSING FROST AND ICE BUILDUP.ON 07/15 THE CUST CALLED BACK IN AND SPOKE WITH JESSICA PER MY UNDERSTANDING THE CUST THEN STATED THAT THE UNIT STILL HAD AN ICE BUILDUP AND AT THAT POINT JESSICA ASKED THE CUST IF HE DEFROSTED THE UNIT YET THE CUST STATED THAT HE DHD NOT AND WOULD NOT DO THAT. AT THIS POINT JESSICA INSTRUCTED THE CUST THAT WE WOULD GLADLY SEND A SERVICE TECH BACK TO THE HOUSE BUT THAT THERE WAS A POSSIBILITY THAT HE WOULD BE CHARGED A SERVICE CALL IF THE SECOND TECH AGREES WITH THE FIRST DIAGNOSIS BECAUSE [redacted] WILL NOT PAY FOR THE SERVICE IF THE CUST DOESN'T COOPERATE AND SINCE [redacted] DID NOT DEFROST THE UNIT [redacted] MIGHT NOT PAY FOR IT.WE WILL GLADLY SEND A TECH BACK OUT BUT [redacted] HAS TO BE IMFORMED THAT IF ITS NOT A MANUFACTURE DEFECT THAT [redacted] WILL NOT PAY THE BILL HE WOULD BE RESPONSIBLE FOR PAYMENT. THIS IS NOT OUR RULES BUT [redacted]S RULES AND THIS IMFORMATION IS IN IS OWNERS MANUAL.I NEVER WANT AN UNHAPPY CUST BUT I DON'T MAKE THE RULES IF THE REFRIGERATOR HAS A MANUFACTURES DEFECT IT WILL BE COVERED BUT IF ITS NOT THERE WILL BE CHARGES INVOLVED. I AM VERY SORRY THAT [redacted]) IS UNSATISFIED AND WOULD BE GLAD TO RESOLVE HIS ISSUE UNDER THE TERMS STATED.THANK YOU PAUL N[redacted] NACE APPLIANCE REPAIR

I had an issue with a new fridge it wasn’t cooling, so I called the Samsung manufacturer for a repair (I just had the fridge for 2 months and it’s still under 1 year warranty). They sent Nace Appliance Repair. Technician from Nace came out and checked the temperature inside the fridge and tells me that temp in fridge is 44 and freezer 54, oh really, I said… that’s why you are here… and you need to identify the issue and fix it. Well, to make a long story short, Technician from Nace unscrewed bottom freezer door, than put it back, made 2 dents and slid my fridge to the center of kitchen and said, compressor is hot, let it sit for 24 hours, if within 24 hours it will not cool, then call them back. Okay I said, I signed the bill for $80, and then he run out. Well, I waited 24 hours, nothing happened, actually temp got up to 72 degrees in both fridge & freezer. I called them back, but they said they are not going to comeback and fix this fridge, because I didn’t installed this fridge properly and I don’t have 3 inch’s between the wall and the fridge (btw, I didn’t install this fridge, hhgregg did, and wouldn’t you think they’d know how to install it and level it), and that’s all my fault that fridge no longer working… and manufacturer not going to pay for that. Well, I guess they don’t know if you have 1 year warranty it covers everything, even if it’s a customer fault which wasn’t in my case. So I called manufacturer again and explained the situation and everything, right a way they sent me to a different repair shop, who then identified that it was a defect from the manufacturer and fridge must be replaced with new one. In addition, he said installation has nothing to do with compressor not running properly and etc.
AVOID – Unprofessional – Nace Appliance Repair!!!

Review: NOTE: the 2 addresses provided through the Revdex.com are not the address I have and is on their website - the address should be [redacted], PA [redacted] and tele. # ###-###-####. A repair person came to my home as I was having issue with a bad taste from my water dispensor - note, the ice cubes did not have a bad taste just the water - both come from the same filter, so the problem is not with the filter. While here he called into LG, the refrigerator manufacturer who directed me to use Nace Applicance, during that call he basically advised them that there was nothing wrong with the water taste from the dispensor - his opinion. After hanging up from LG he said "let me try one more thing" he proceeded to detatch the tube from the bladder reserve so that I could taste the water directly from the bladder (which I had previously had replaced by a different repair company who replaced everyting except the tubing from the bladder to the dispensor as the tubing from the bladder to the dispensor cannot be replaced as it is glued in so the door needs to be replaced). The water directly from the baldder tasted fine... the repair person said he when he got back to he office he would amend his report to LG and that I should contact LG after so that they could re-evaluate. I believe I called Nace before LG to be sure the revised report was done.. I spoke with [redacted] who advised me that the revision had not been made and he would get back to me after he spoke with his repair person. I never received a call back from [redacted]/Nace; I did, however receive a bill for $75.00 for the service call... I did not pay it as I had not gotten my service completed nor my refrigerator fixed. I never heard anything from Nace again, not even a past due notice for the $75.00 invocie, so assumed they realized they were in the wrong and wrote it off. Today, 11/8/13 I received a call from [redacted] Services, a collection agency, that I would be reported to the credit bureau for non-payment of the $75.00 to Nace. I did pay the $75.00 to [redacted] as I am not a deadbeat as Nace obviously is. I learned that I am not the only customer with the similar complaint... that they do not do proper/complete service, send a bill and without any further notice or consideration send it directly to a collection agency. This company has very poor business practice... they are only interested in the bottom-line $$$, not doing proper/complete work.Desired Settlement: Because of Nace's incomplete/incorrect reporting to LG they will not replace the defective door/tubing so I have to purchase bottled water to drink; therefore, I want my $75.00 refunded.

Business

Response:

TO WHOM IT MAY CONCERN

REGARDING COMPLAINT ID # [redacted]

We operate an appliance repair shop and we do a lot of warranty work for different manufactures unfortunately part of our job is to inform the cust when they don't have a warranty issue . [redacted]

Refrigerator was out of warranty ai! together so the call was dispatched to us through LG as a CASH ON DELIVERY call.

We called [redacted] and setup an appointment and told her it would be a $75.00 trip charge due at the time of visit She agreed . I then dispatched a technician to go and look at the frig. The technician determined that there was nothing mechanically or electrically wrong with the frig . [redacted] was given the option of paying to have her waterlines changed she refused because she wanted LG to pay for it. She then refused to pay the service fee

The next day I personally contacted LG they instructed me it that a water taste is not a warranty issue even if the frig was within the warranty period which [redacted] frig was not. We then sent [redacted] a bill for the $75.00 invoice.

[redacted] then called into the office wanting me to change the report to Lg which I refuse to do as this would be fraud. She was upset and not so nice . We gave [redacted] several months to Pay the bill which she never did. At the beginning of Nov we sent the invoice to collections.

[redacted] then called the office screaming and yelling and refused to give our office staff her name at which point the office staff transferred her to me. When she finally stopped yelling enough so I could get her name 1 instructed her that her frig was out of warranty and if she wanted the waterlines changed she would have to pay for the repair and that she does owe the $75.00

Then [redacted] told me that if I don't drop it she would contact the Revdex.com . 1 instructed her that is her right but she still owes the $75.00 and that Lg would not pay for her repairs

[redacted] owes the money and was trying to get a free repair I think if s a shame to waste your time because a cust doesnt want to pay her bill I am sorry for your inconvenience

Thankyou

Consumer

Response:

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]

Review: [redacted]

I am rejecting this response because: Most of Mr. Nace's reply is a complete fabrication. I will go over point-by-point:

Horrible! They put in a brand new ice maker in mid July and it is already not working want to charge me full Cost to come and look at it when it was brand new and put in by them in July! It is October! The ice maker was over $300. They won't even look at it when it was there work!