Niceley's Appliance Repair, Inc.

Thank you for contacting us regarding this matter.  We have reviewed our phone records and they clearly show Mr. [redacted] 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...

reviews. Our scheduler even discussed the fact that if his refrigerator's compressor was indeed bad, that we did not replace compressors.  Mr. [redacted] 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 5 or 6 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.

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 29 and they were questioning why it had to be on the 2nd and not the 1st.  Any [redacted] 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.

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.

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 purchased. I trust this will prove to be a satisfactory resolution.thanks for the opportunity to resolve this.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], 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 price. When I called the office to inquire on the billing, the response was immediately uncivil, unprofessional and unethical. There will be no resolution with this company because they have no morals. The best outcome would be for them to take the additional 69.00 I was charged and get ethics training for the company so future potential customers don't get treated so poorly.
Regards,
[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], 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,
[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], 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,
[redacted]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 instance. Secondly, 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.