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Niceley's Appliance Repair, Inc.

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Reviews Niceley's Appliance Repair, Inc.

Niceley's Appliance Repair, Inc. Reviews (10)

It is true we have made multiple visits for this issue, but several of them where in an attempt to get the unit working while we were waiting for the local factory Field Service Representative to schedule a visit to the *** home As protocol, when there is an issue with a newer unit, we
contact the local FSR so they can be aware of the issue and arrange a site visit if necessary We initiated this contact on July 15, 2016, when we received a call from the customer stating the unit still didn't seem to be working One of our owners went to the customer's home on the 16th as a courtesy to see if anything could be done to get the unit to work while we were waiting on a reply from the FSR During the following week we corresponded with the FSR regarding data obtained on that July 16th visit Niceley's made an additional visit to the customer on July to update them that we had contacted the mfr's FSR and to melt any ice or do anything additional to get the unit operating better We also agreed that we would try to replace various parts while waiting on the FSR to schedule a site visit Niceley's had an appointment with the customer to attempt a repair this morning, August 2, but the were not home when our technician arrived We take their issues very seriously and want them to be happy and comfortable with their air conditioner That is why we have made these multiple trips at our expense to try to get them comfort while waiting for the FSR It should be noted that the customer made a visit to our store on Friday afternoon, July 29, being loud and using profanity That is when we tried to explain that the warranty is through the manufacturer and the manufacturer would have to approve any replacement unit We also noted that they might be able to get a faster response by calling the manufacturer directly They refused to take the phone number.We are still attempting to get a site visit scheduled with the local FSR I would also encourage the customer to contact the manufacturer directly themselves at ###-###-#### We are working to get this resolved as quickly as possible

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below
[To assist us in bringing this matter to a close, we would like to know your view on the matter.]
Regards,
*** *** ***

Thank you for contacting us regarding this matter. We have reviewed our phone records and they clearly show Mr*** was informed of the charges up front. We are working on getting a transcript of the call to attach to this complaint and to include with our responses to their online
reviewsOur scheduler even discussed the fact that if his refrigerator's compressor was indeed bad, that we did not replace compressors. Mr*** did call in to our office, but his call was to demand money back or he 'would leave horrible reviews all over the internet.' I apologize that he was hung up on, but that was only after he called our office or times within a matter of minutes yelling. He was asked to not call back, but continued to do so. We do not intend to refund any money. We never like to see anyone unhappy, but we cannot provide our services for free

This customer brought an old, shredded, broken belt into our store without the model number of the appliance. I was able to match it to an 'old stock' belt, as it was for a very old washer. I explained that this belt is what the numbers on the belt crossed to, but there were no
refunds. Our policy is to EXCHANGE incorrect or defective parts. This policy is clearly posted near the cash register as well as on the receipt. The customer also compared the two parts and agreed they were a match. The customer returned later in the day stating the part 'was way wrong', however, it appeared that the belt had been installed. When asked how it was wrong, he simply restated 'way wrong.' I asked to see the old belt again to compare them, and he stated he no longer had it and 'it was too late for that.' He stated he purchased the correct part elsewhere. When asked to see the receipt, he stated he didn't have that either. He was reminded of the fact that there were no refunds, only exchanges. If we offered refunds for every part someone purchased, tried out, then returned, we would have a pile of used,dirty parts. We are willing to investigate further if at least he provides us a copy of the receipt of the other belt he purchased. We will keep this issue open on our end until we receive a copy of that

The seller is obviously neglecting the fact that the package that they sold me was a previously opened and TAPED closed bag, and that the belt in the bag may not be the correct item.It also makes me wonder if someone brought that previously opened item back to them.And finally, it doesn't matter to me that the item is factory or after-marketOnly that it be correct in size and actually works!

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this does not resolve my complaint. For your reference, my response is below.Regarding their response about the Field Service Representative - we had our first issue within 2-weeks of installation of the new unit. The issues continued 2-more times before we did not need the A/C. Then the problems started again when we turned on the A/C in April of this year. So why did they wait until mid-July to contact the FSR & how can they say "....made multiple visits for this issue, but several of them were in an attempt to get the unit working while we were waiting for the local field service representative" again when they state their first attempt to contact the FSR was mid-July.Regarding the missed appointment for 8/2, we never received any call from anyone stating they would be at our home today. We both work so that is why we were not home & Niceley's is aware of that.Why do we have to deal with the manufacturer & not with the company that sold & installed the unit especially when the first issue was caused by one of Niceley's techs? We feel they need to stand by their service & the product they sell. We would understand having to deal with the manufacturer if we had it for over a year before we started having issues. Also why should parts need to be replaced on a brand new unit? Honestly at this point we would love to deal with someone else however, we have already paid Niceley's cash & feel we are not getting what we paid for. As for the visit to their store, we had to go there because their representative hung up on us when we called them. We will admit we were angry & frustrated not to mention physically hot due the A/C not working in our home. Considering all the issues we have had over the last months, anyone would be upset.Regards,
*** *** ***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below
[To assist us in bringing this matter to a close, we would like to know your view on the matter.]
Regards,
*** ***P.S.Firstly, the company/supplier from whom I consequently purchased the proper belt was able to correctly match parts using no more info than in the initial instanceSecondly, as you can note from the attached receipt, this company interestingly does NOT feel the need to emblazoned a no return policy on their invoice

Thank you for allowing us to review this issue The receipt provided shows the customer bought the same part number, but a generic version And, noticeably cheaper It appears that the price is the issue since these belts should be the same size, with just a difference in quality Obviously, an OEM part will cost more than an inferior generic version and we do not carry generic parts Again, we will exchange the belt if it is wrong, but we do not offer refunds In order to provide an exchange, the customer would need to bring his old part in along with the part he purchasedI trust this will prove to be a satisfactory resolution.thanks for the opportunity to resolve this

a point that must be clarified: no issue with this unit has been found to be a result of any of our technicians I'm not sure where this customer got that idea, but it is false We want to help them and have been trying to help them We are more than happy to provide any labor necessary to get this issue resolved, but any equipment replacement MUST be approved by the manufacturer That brings us back to needing the field service representative to make a site visit They can schedule that through us, or call the manufacturer directly at the number previously provided Their frustration is understood, but it should be directed at the equipment manufacturer not us We will wait to hear what they wish to do Had they kept the appointment for August 2, we would be all the closer to having this resolved if not completely resolved by now They were well aware of this appointment as it was made when they were in our store on July and they were questioning why it had to be on the 2nd and not the 1st Any *** HVAC dealer can provide warranty support, but any equipment replacement will still need approval from the manufacturer The quickest way for this to get resolved is for them to contact the mfr or let us know their availability and we can facilitate this site visit

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below
The fact of the matter is, I was quoted one price over the phone and got charged double that priceWhen I called the office to inquire on the billing, the response was immediately uncivil, unprofessional and unethicalThere will be no resolution with this company because they have no moralsThe best outcome would be for them to take the additional I was charged and get ethics training for the company so future potential customers don't get treated so poorly
Regards,
*** ***

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Address: 11 Price Avenue, Erlanger, Kentucky, United States, 41018

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