Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:01/30/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  on 12-02-2022 Nice heating and air sales person ****** sold me apparently a fireplace to replace my existing fireplace. I had already paid them 1,200 on 11/29/2022 to fix it because it had a leak of gas smell. When the technician finished the job, he told me that the fix did not work and my fireplace had a vent problem and they did not have the vent part because my fireplace was too old. He said I should buy a new one and they will credit the money I had already paid for the fixing (which did not work). I was stressed out and ****** came over the house and assured me that she was giving me a good deal for a new fireplace, I completely believed her, she did not have a pamphlet, or a computer or anything to show me what she was selling me. She said that I was going to like it and be happy, I asked her if the new fireplace will have the venting system included since that was the problem of my old one, she said yes. On December 02, 2022 I received the invoice number ******** for a total price of $4,937.82. when the installation was finished, the fireplace she sold me had no ventilation. they call it vent free. ****** was not present at the installation. Now I know that what they sold me is a firebox not a fireplace. this box smells gas all over the house because it has no ventilation, the walls get xtra hot and creates a fire hazard. I called them because the smell of gas was terrible, a technician came over and said that it was now fixed. I tried again and the smell is getting stronger and the heat intensifies on my floor and walls. I called them again and told that they have sold me a defective fireplace. I told them that I fear for my life because of the smell and the heat burning my house and asked for a full refund because ****** misrepresented what she was selling me. I have called them and left messages and they do not answer, they want to send a tech. to fix the firebox but I said no, what I need is talk to a decision maker owner or manager to get my refund.

  Business Response

  Date: 02/21/2023

  Tell us why here..We have received a complaint from a customer regarding our services, and we would like to address the situation. Our technician visited the customer's home on 12/20/2022 and addressed the gas smell issue by checking all gas connections, re-arranging embers, and ensuring the burners were lighting correctly. Our technician has inspected the fireplace and found no gas leaks, but we do understand that the client claims they are still experiencing a smell of gas when the fireplace is on. This is a common occurrence when a new gas fireplace is installed, and the manufacturer advises that it can take some time to burn off any residual chemicals and gas smells, the fireplace should be used on high for a few hours to remove the odors associated with the new appliance. The customer was converted to a vent-free fireplace as specified in the contract and signed by the client. We understand now that the customer claims to not have been aware of the difference between vented and vent-free fireplaces, and we apologize for any confusion or miscommunication although we do have a detailed description and documentation. We have attempted to reach out to the customer multiple times to address their concerns and resolve the issue amicably. However, we have not received a response, and when we have spoken to the customer, they have been disrespectful to our staff and asked us to leave his property when we sent a technician to resolve any issues. We would like to point out that we performed additional work that was not part of the project and did not charge the client for it in an effort to satisfy previous complaints and meet the client's expectations. This additional work included drywall repairs and the purchase and installation of a slate surround at no additional charge. We take all complaints seriously, and we remain committed to resolving the issue with the customer. We would like to offer to send a technician out to inspect the fireplace and work with you to resolve any issues that you may be experiencing. Our goal is to ensure that our client is satisfied with the purchase and that the fireplace is safe to use. We hope that the customer will allow us to work with them to resolve the issue. Thank you for bringing these concerns to our attention. We are committed to providing high-quality products and services, and we hope to have the opportunity to work with you to resolve these issues. As it turns out, we will not be able to provide a refund at this time as we delivered the work as promised in the contract. However, we are committed to customer satisfaction and are open to alternative solutions. We are willing to continue to work with the client to address any remaining concerns, provided that the client is open and respectful in their communication with us. We take pride in providing exceptional service, and we hope to resolve this matter amicably so that the customer can fully enjoy their new fireplace. Thank you for bringing this matter to our attention, and we look forward to resolving this issue promptly and professionally.

  Customer Answer

  Date: 03/03/2023

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: ********
  
  I am rejecting this response because:
  
  Regards,
  
  *****************************
  
  The merchant is right that I signed a payment contract. They are wrong because they tricked me and hide the fact that I was getting a vent free firebox and not a real gas fireplace. The broke the protocol and the honesty of selling their products. One day without having an appointment, they were knocking on my door for 7 minutes or more, I was at work, I called the company and told them that they were trespassing, they wanted someone to open the door and I kept looking at them through my camera. And they wouldn't leave saying that they came over to fix the fireplace.

  They are not taking responsibility of the dishonest way they did their business.
  

• Initial Complaint

  Date:07/29/2022

  Type:Service or Repair Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On Wednesday, July 28, 2022, Marco from NICE arrived to repair a ****** A/C unit in my attic that regulate temperature in my upstairs bedrooms, and some perform some prescheduled maintenance on another unit located in the basement. Despite speaking to me directly and been given a diagnosis of a likely issue by a licensed bonded, and insured HVAC professional of over 35years and TOLD to repair the unit broken unit (bedroom a/c), the NICE tech, deliberately did not repair the unit, and instead, Marco replaced four capacitors on units that were/are working properly. He mislead my wife, making her believe the items she was purchasing were for the non-working unit, grossly and knowingly over charging her for them, as they are non-specialty items that I can/have purchased before retail. More importantly, he I feel that he would not even have attempted this deception had I been home. • 2- 7.5uF 370vac 50/60 for 121.00 each ******************** • 2- 55 + 7.5uF MFD 370/440-volt Dual Run Round Capacitors for 311.00 each ******************** Stated plainly, NICE Heating and Cooling, came to my home charged my wife 804.00 and left in the no better condition than before they arrived.