I am 100% unsatisfied customer and will never recommend NANA Appliance Repair unless they can make this right! Add photos I cant believe the office could not do anything. I have lost $100 of dollars of food and so many, "Im sorrys" and reschedules with no replies. The tech even said he did not have time to diagnose my issue but then retracted it the following day after I told him not to charge me because he did not do his job. They did apologize but went ahead and charged me and did not even diagnose my issue. Was assured they would come back and they didnt. I then called the office and let them know what happened. However, he knows where the location is (he took the credit card number and went inside the building) but didnt bother to go in this time and used me not picking up the phone as reasoning not to come in. He did call me 3x at about 12pm to tell me hes there. I called him the next morning and he said he would bring someone with him because the parking is difficult. He then text me at 10:30pm the same day to apologize. I then had to call him and he said he would be back in 20 minutes. The technician always had an excuse took my managers credit card number and took off. I also called the office over 10 time trying to reschedule. This company charged me and did not diagnose anything. While you might feel inclined to get something fixed ASAP, like me, it is worth waiting for someone who knows that they are doing. I will be reporting this company to the BBB for false advertising. On their website they say they have 5 stars on Yelp. You may get charged for parts and labor that you don't need and they will stop responding when you challenge the work is incomplete. Long-story short, Nana might get out to your house earlier, but they are no match for an authorized technician. He defrosted the components required for ice maker, replaced the components that were not working and put everything back together. He came a second time and did exactly what he said he would have to. He said he would order some parts in and replace the ones that were no longer functioning. He didn't have to open anything, saying the issue was that the cooling regulating component was probably frozen over. He walked in, diagnosed very quickly that the freezer was not cooling given that there was condensation on the roof. It took a few weeks to get an appointment. In the meantime, I got a Thermador-authorized service person to come in. They finally responded and refunded partially my labor costs. I did not hear from them again until they asked me to review my experience. I heard back and they said they would get back to me ASAP. I responded and said the job was not complete. At this point, Nana decided that the work was "complete" and charged me my invoice amount of $500+. Installed the new valve and left, claiming that it was fixed. Ordered in another part and came back a fourth time. He came back next time and this time decided that the water valve was not functioning. He called me and told me to turn off the circuit to the fridge and turn it back on to trigger the boot up for the ice maker. He spent a bunch of time installing it, including putting the freezer door back on improperly so that it no longer closed. The icemaker was ordered in and he was back to install it. He finally was able to figure it out and deemed that the icemaker was malfunctioning and needed to be replaced. The first appointment he spent a bunch of time trying to figure out how the icemaker was connected, calling his associate on the phone several times. It is too bad because the repairman was a very friendly and amenable person-but he just had no clue what to do. What followed was 4 appointments that were a waste of my time. I chose to go with Nana because they promised they would be able to get someone in earlier than the Thermador authorized service companies. It was a Thermador refrigerator and I provided all the information required while booking the appointment, to ensure that they would send out someone familiar with the fridge. Had a horrible experience using Nana to fix a broken ice maker in our refrigerator of a place we had just bought.
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