Update by user Sep 18, 2017
I have to remove negative reviews, she will refund $500 of the $790 I paid for parts, and $299.00 for unused labor. $500 is better than nothing.
Original review posted by user Sep 13, 2017
Began – 7/13/17 I only used Nite Owl because Thermador uses them as their approved repair provider, and Thermador did not have an opening for 10 days. Made an appointment with Tracy the receptionist/Owner.
Nite Owl tech Dave (owner) showed up on scheduled date - assessed the problem and told me they would order all the parts they could possibly need so they would only have to come back one time, and I would be refunded for any parts not used for the repair. Tracy (owner) told me I had to pay for ALL the parts $790.00 up front. I had to send a check, for $790.00 or be charged 6% additional to use a credit card. I waited over 2.5 weeks for the parts to come in and an appointment to be scheduled for 8/28/17, over a month from the first appointment.
Tracy called on 8/25/17 to cancel because the tech Dave (owner) had to have hand surgery. She did not know when he would be back and able to schedule appointments. I called Thermador to come out and repair the freezer, scheduled an appt for 8/28/17. Called Tracy back to ask about the parts, she said if Thermador was doing the repair I could come and get the parts and Nite Owl would refund any unused parts not opened.
I sent one of our employees to pick up the parts. 8/28/17 Thermador used one part for $45.00. I called Tracy to set up the return and she told me she would not refund any parts because I cancelled the appointment and she wrote on the receipt NO Refunds. She said she didn't cancel the appointment, she just rescheduled with no definitive date.
I did not see the "no refunds" written on the receipt until she told me it was on there. If I was the one picking up the parts and she told me that, I would never have accepted them. I would have asked for a refund right there. Thermador intervened, Nite Owl agreed to accept the parts back if I removed negative reviews from online.
9/11/17, 9/12/17 Called Nite Owl to set up return - left messages, no one returned my calls. Sept. 13, 2017 Called Nite Owl again and told them I was coming there to return the parts, when I got there, Tracy started the conversation by telling me she would not take back the parts because the reviews were still showing up online. She escalated the situation by calling me names, swearing and ordering me out of her shop.
I said I would not leave until she took the parts back, she came charging at me and I used the box of parts to block her as she continued to yell in my face. She called the police and her husband Dave. Dave arrived after the police were there, and began swearing and calling me names.
They are the rudest, most corrupt "business" people I have ever dealt with. I would like a refund of the parts we didn't need, weren't used, were never opened, and over paid for.
Review about: Nite Owl Appliance Repair Customer Care.
Reason of review: Poor customer service.
Monetary Loss: $745.
Preferred solution: Full refund.
I liked: Showed up on time at the first appointments.
I didn't like: Any thing else they did.