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Nite Owl Appliance Repairs, Inc.

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Reviews Nite Owl Appliance Repairs, Inc.

Nite Owl Appliance Repairs, Inc. Reviews (11)

Complaint: ***
I am rejecting this response because:What Nite Owl is conveniently leaving out of their response is that they had us pay for a service that was already paid for by *** and they did it by misrepresenting facts and using scare tactics As I understand it, from the service rep at *** Nite Owl should not have charged us for the service and Nite Owl will be sending us a refund check BTW.....why do I need to wait for a refund The refund should of been immediate Yes the job was sloppy and a picture sent to *** has prompted *** to send another installer to fix Nite Owl's work No my husband did not look under the sink or check to see that the kick plate had been screwed in correctly before signing the paperwork Sloppy work happens and is not acceptable However, what is really disturbing about this companies behavior is that they came into a home and said you have a fire hazard pay me money or live with a fire hazard till you can make alternate arrangements.At the end of the day, *** informs me that the fire hazard that Nite Owl was using to get me to pay them extra.....was the exact reason for the recall and exactly the service that *** was paying Nite Owl to perform If these facts are correct, which you could validate with *** then Nite Owl use deceptive business practices to steal money
Sincerely,
*** ***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 12402600, and find that this resolution is satisfactory to me
Sincerely,
Phillip ***u

We had made diagnosis & ordered the hinges for the oven door thru the extended warranty companyHinges sent were very tight, installed parts so customer can use unitWe originally called manufacturer they said hinges will be tight after install & would need to be worked in to loosen up
We did further investigation & found their is a new kit for the unit that the mftr just came out withWe had ordered the pieces along with the trim piece The tech did not break the trim piece, it is plastic piece that once removed does not always go back on correctlyWe had also ordered that pieceAll parts received in and tried contacting customer on 6-22-to schedule appt, we left voice messageOn 6-25-sunday mrs called & left voice message that she has been out of town & now has started a new job & cannot do service unless it is after 5pm or a saturdayWe called her back on [email protected] and left voice message that our service is mon-friday 8am-4pm, we cannot do svc after 5pm and we do not have any saturday service, we can do service with anyone over yrs of agePlease call back to discuss service appt'sMrs left vmessage 6:21pm (after office hours) said they do not get home till after 4.30pm need then or saturday, they are not taking off work for service for us guysWe called both mr & mrs cell on 6-27-@ 8:10am and left voice messages on both phonesthen mrs lvm 4.45pm missed our call again, her dont get home till - 4.45pm have to do something about this cause hasnt used her stove in mo it seems like(last svc 6-7-unit is useable just need to replace hinges & trimhas nothing to do with heating of unit)On 6/27/6:03pm call bk now date for svc 7-7-service hours 8am-4pmgot mrs not available her & everyone works during those timesHer just transfer to new job in oswego, piece on rhs is missing, tech was messing w/unit piece was on floor & didnt know what happen to itAdvised all parts were ordered & received to be installed, we just need to be able to get into home to install parts during service hours Mrs refuse to have anyone over available for serviceAdvised she will have to contact her extended warranty company to find a service center to accommodate her hours of availablityWe then sent parts back per warranty company customer refusing service dates, nothing further for us to doCustomer will have to contact them for any further service options This customer warranty is thru the extended warranty company,not thru our companyThey will assist per type of contract she has she must go thru themNothing further for us to doOur file is closed per extended warranty company our service options are completedThank you

case # Reply: We are sorry for issue you are having. Your warranty is with your contract provider, which is not Nite Owl Appliance, we did check with Whirlpool corp there is no recall on your model & ser #, This is the Whirlpool corp you can also contact them to inquire on a motor recall & they will tell you the same thing there is no recall on this unit for any motor issuesYour contract company that you paid for your warranty services made the decision to not cover the motor from our request. We are also sorry that you do not understand the process that we have to get approval which was denied by your warrant company that you paid for your contractNite Owl did not collect any money from you or charge you any moneyif you do not have the contract # please refer to the dealer you had purchased the unit from & they s/b able to help you furtherWe are sorry that you are frustrated but please understand that we did try to get your claim pushed thru but it was denied at the time of serviceThank you

Complaint:
I am rejecting this response because:They are responsible for the service and piece that was brokenThey are responsible for thisI had asked for a service man at 4:and they still declined that timeThis is what people like me should go throughI want a new door now.
Sincerely,
*** ***

As previously advised your contract is with your extended warranty company, not with us, we can only install the parts that they approveThey approved the hinges which are the issue why the door isnt open/closing properly The trim piece was also covered They denied to replace the whole door, due to only hinges & side piece is neededYou may contact them for further service You paid them for a warranty on your product We did not collect any money from you for service or for the extended warranty We advised you our service hours are 8am -4pm, You stated you are not available for these times and your information was given to your warranty company for any further service You have to go thru them we are no longer assigned to the call for your appliance So we cannot do anything furhter Call 800-***-*** so they may assist youThank you

In response the service to install an outlet under the sink is what was charged to the customer.  The service thru the mftr was to only install a recall assy kit to the dw. The mftr only covers the recall kit. We were previously advised by the mftr the recall kit needed to be plugged into an home electrical outlet, not hard wired in like her unit was previously installed.  The mftr does not cover for an electrical outlet to be installed under the sink. We were only going by the mftr instructions originally given to us for the recall part only.  We have been in contact with Bosch in regards to changing her install of the recall kit back to the hardwire to the junction box. The Bosch had contacted the customer in regards to us coming back out to reconnect unit to junction box.  The customer is refusing for us to come back out, so Bosch will be sending out another technician for the service. We never said "you have a fire hazard pay us money or live with the fire hazard till you can make alternate arrangements." Technician advised to have an electrician come out to install the home outlet, so then the mftr recall kit can be installed.  Again the mrs kept requesting the technician to do the work since he was there & she would not have to get an appt with an electrician. We have never been deceptive on our business practices.  The technician was only trying to accommodate the customers request.  This was the only time ever had a technician done any electrical work in any customers home. Which the technician has been repermanded for his actions. We do apologize for his actions and the inconvenience this has caused the customer. We also have noted the customers file we can offer her 10% off a future part sale only.  The customers refund check has been sent back to her, she should be receiving it any day. Again we apologize that she has had this experience.  The manufacturer will be addressing any further concerns with her unit. Thank you

Our company takes great pride in servicing all of our customers. This particular customer wanted to have us call her on the way minimum 20 mins, due to she has MS and takes long time to get to door & she also wanted to be able to put her dogs up in there crates. The original time frame of...

service was 8am to 12pm. We had called mrs @ 8.21am to advise technician would be coming to her home shortly. Tech got to home & mrs said he was to be there 20 min ago. technician apologized he was stuck in traffic. The technician retrieved the model & serial # off of the unit, proceeded to diagnosis the unit.  Advised mrs it would need parts to be ordered. mrs ask how long, tech said usually 2-3 business days for authorization & parts to be ordered. Advised the office will call you with a date for service once the parts are received. Mrs said that is [redacted]. Tech asked for her to sign off on the invoice, mrs proceeded to grab the paper & pen out of the techs hands, did sign invoice and mrs told tech were [redacted] and get out of her home.  Tech left home. then mrs called into office at 9.58am said tech 1.5 hrs late listen to machine for 2 seconds and said needs parts and would take another 2-3 days to get parts, mrs ask why?, CSR replied that is procedures that have to take place per her extended warranty company. Mrs didnt say anything, CSR rep advised when the tech comes back out to home she must be respectful to him.  Mrs said she didnt say anything, Advised she had used abusive language. Mrs try to deny her conversation with tech.  CSR advised the tech has no reason to lie about being abused in a home.  We then contacted the warranty company to have everything documented. We understand when an appliance breaks, it disrupts the customers daily routine. We also understand some customers feel they can say what ever they want while in their own home. When a technician arrives to the home to work on their product, the environment is now a business environment.  And as in any place of business the customer cannot use any abusive/volgar language to any employee.  The business does have  the opportunity to advise the customer they must leave their store immediately, or even be escorted out by police and or charges agains the customer and can deny any future business with that customer.  We do not go into any customers home and swear or use abusive language to any customer.  Our technician did not call her crazy. Our technicians do not lie about any situation or any appliance service. We will not be sending her any apology.  If anything the mrs owes our technician an apology.  The technician was still in the home within the original time frame that was given.  They can only estimate how long to arrive at a customers home. The technician has never had any customer speak so rudely to him during a service appointment.  All information has also been forwarded to her extended warranty company. It doesnt matter if the customer has an illness or not, the customer has to be respectful to the technician while the technician is on their premises. Thank you

case #  [redacted]   Reply: We can at this time only refund the $149.00 that you had paid to us.  We have not received any other information from you or any other company that you may have had come to your home. Please forward the receipt of service to us, we will then contact...

that company to verify the service that was done & charges that were paid for by you to that company if you want the additional $30.00 to be processed.  If not we  will process the $149.00 that you had only paid to us in the next 30 days.

This customer has a contract with Warrantech extended warranty company. They collected the premium for the contract. We do not collect any money from the customer & her contract is Not with us.  The warranty company has already replaced the motor in this unit 3 previous times for noise....

 The unit is working, is only noisey.  Per her warranty company they are not going to replace the motor for a noise issue. The contract only covers mechanical & electrical failures of the unit.  Noise is not considered a covered failure. When the warranty company advises us this is not a covered issue, they are suppose to contact the customer to advise no further service would be given at that time. We are no longer involved. There is nothing we can do for her on this service.  It has been closed out per her warranty  company. She may contact the warranty company for a 2nd opinion.  They may or may not honor one. Again that is up to her warranty company.  Thank you

The customers original install was hard wired into an external junction box.  Per the recall for the power cord thru the manufacturers instructions the kit is 1 assembly(1 whole piece) which in turn includes an attached 3 prong plug that is to be plugged directly into an electrical outlet....

 By cutting the power cord off of the recall box & removing the 3 prong cord would be altering the recall kit, which is not suggested to do.  We have had instances of that happening during the early stages of the recall notice, which caused electronic board failures.  Since then the manufacturer has update the assembly.  It is highly suggested to have the 3 prong outlet installed.  We normally do not do anything with the external electrical of the home, even though the home electrical is not part of the service the manufacturer is providing.  The technician never stated he was a certified electrician.  He advised the customer to have the outlet installed & we would then come back to install the power cord. The mrs had asked the technician multiple times if he could please do both services so she can be able to use her dishwasher again.  The technician proceeded to assist the customer in her request.  The electrical box installed is fine, just needed to be refastened to the wall. The mrs was unavailable to review the service prior to the technician leaving since she had gone upstairs to take a shower.  The technician did go into the living room and asked the Mr to come into the kitchen to see the work since the service for both electrical was completed. Mr came into the kitchen tech advised service was completed for review & he can then sign off on the invoice after review. Tech asked if he had any ?'s, none were asked. Mr signed invoice, technician gathered his tools and job marked as completed.  We have been in contact thru email with the Mrs, she has stated she talked to an electrician, but had not had any further corrections made.  We also have been in contact with the mftr, which had stated they did not feel we did anything wrong with our install.  And they made contact with the customer to advise we would be able to come back out to remove the electrical & have just the hard wire junction box for her connection.  She denied for us to come to the home.  The mftr offered for alt service technicians which she supposedly accepted those service dates.  We will forward her re-embursement check to her, she should expect it around the end of the month/beg next month.

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Address: 331 Airport Dr, Joliet, Illinois, United States, 60431-4894

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