Nana.io
Reviews and Complaints

Sunday, Sept. 9, 2020 the technician was scheduled to arrive at 8am-12. I called the company at 1:20pm asking about the technician. They sent me a text 45 minutes later to tell me that they had not heard from the technician. Finally he calls me at 2:30 pm said he was sorry and that he had an emergency in the morning, and would be there at 6pm today At 6:40 pm. I gave up. I left voice mail with the technician and the answering service. On the next day there was another appointment set up 12-4pm. He didn't show up, no call-- same tech is supposed to arrive tomorrow. I have have had this extended warranty for all my appliances for over 10 years. Originally the repair was handled by an GE service. My appliances were all GE. I never had a problem. GE service arrived on time, they received their money after the repair, and any follow-up was timely. The Assurance Protection Warranty Service was never had a problem. Nano repair service is a nightmare. This company really feels like Assurant and Nana is taking advantage of people who have no choice to pick for repair service through a warranty program. They are taking peoples money in advance while not showing up, not calling, yet no problem with the credit card being charged. In the last four months I paid them around $1200 for a five year warranty on a refrigerator and an oven. In addition, they required $ 50 for each appliance as the warranty fee. They have my $100 for the Refrigerator and Oven repair. It's been 7 days and still no repair.

I was referred to them from Home Depot because my washer stopped working. When I was on the phone opening a claim the agent stated June 30th between 12noon -4pm. Then I received this confusing email stating my appointment on June 30th between 12p-4pm. Then it stated to give them other dates that I am also available for follow up dates and times. I did this and then I saw that it took my original appointment away. I called them 4 times now. The first time I was on hold for 30 minutes the agent then picked up and stated that my appointment now is not until July! I said no way I was on the phone this morning to file a claim and make my appointment. He kept repeating himself that the appointment time is no longer available ... now this is 6 hours later. I said what happened to my appointment I physically scheduled this morning? The agent said that it was taken by someone else. I said how can this be I was physically on the phone with the agent to schedule my appointment. He kept repeating himself. I asked to speak with a supervisor and he put me on hold then he hung up. I called backed 3 more times for my call to be on hold waiting for a live person to pick up and to no avail no live person ever picked up. The system would put me on hold for extensive periods of time and then it would say thank you for calling and hang up. UHG! I spent all this extra money on this extended warranty when I purchased my appliance at Home Depot and to be treated like this is total unprofessional and unacceptable business practice!

Their technician, ***, came out to determine why our refrigerator and freezer weren't cooling properly. First trip he was in the house for less than 15 minutes and told us that the problem was that the freezer was too full. We rearranged things and moved some items out of the freezer. Next day - issue was no better; called back. *** called BEFORE the appointment and said he thought the problem was the refrigerant and that due to the age of the refrigerator, it could not be repaired. He said he would just call the warranty company and tell them that. I insisted that the come to make sure that was actually the issue. He said "I'll come by if you really want me to." He came into the house armed only with his cell phone and suggested that we rearrange the shelves in the fridge and wait a couple of days to see if the problem solved itself. It did not. Multiple calls requesting a supervisor went unanswered - meanwhile, the food in the refrigerator just kept getting warmer and warmer. *** finally came out a 3rd time - 6 days after the first visit and said the fridge couldn't be repaired. We ordered a new fridge and 2 days later got a call from NaNa saying that the required part had been ordered and could be installed in a few days (2 FULL WEEKS AFTER this insanity started). When I told Brandon that *** said the unit could not be repaired, Brandon said that *** wasn't qualified to make that determination. I requested to speak to a supervisor - and I'm still waiting. The new fridge is being delivered tomorrow. Run - don't walk - if anyone ever recommends this company.

DO NOT USE NANA'S HOME (NANA IO)Too bad there isn't a less than 1 rating. DO NOT HIRE OR USE THESE PEOPLE. DO NOT ALLOW YOUR HOME INSURANCE COMPANY TO USE THESE PEOPLE. First time I filed this claim with our home warranty company, they assigned Nana home services. The "tech" came out, found nothing and fixed nothing. 14 days later and 4 uses, the same exact error code happened again. Contacted insurance again. Re assigned Nanas. Same day, I selected 3 dates and times, 6 days later, I received and email from Nanas saying parts had been ordered. WHAT PARTS? They hadn't even been out again. I emailed 3 times about this parts issue with no response as is the only thing you get from Nanas. Had another scheduled and confirmed appointment for 10/18 ***pm. 435PM, I called Nanas. Rep contacted "tech". Came back with some totally bull excuse of he had phone problems and could receive but not make calls? Seriously? Why do you need to make calls when you already have your schedule of appointments? Rescheduled again with Nana rep for 10/19 ***. Again, no show. Called Nanas at ***pm. Another rep got the "tech" on the line. Started with the excuse of my phone broke. I told him to use another phone. He said "I only have 1 phone". Again, seriously? USE ANOTHER PHONE. He said he was trying to make up the 8 jobs from yesterday. WHY? WHY DIDN'T HE DO THE *** ALREADY SCHEDULED YESTERDAY?THIS COMPANY IS HORRIBLE. DO NOT USE. DO NOT TRUST THEM. THEY LIE AND NEVER RETURN EMAILS. I will be filing other complaints with the appliance repair bureau and the department of insurance. They have a terrible ComplaintsBoard.com rating and have 62 filed complaints in the past year.

Worst service ever. First technician came 4 hours late with a cut out Clorox bottle with minimal tools inside, flooded my laundry room and said my washer works fine. After he leaves tried to do a load, doesn't work 4 days later after several calls a new tech comes sees that it won't go through the wash cycle and orders two parts. The parts arrive to my house 3 days later and takes 4 more days for him to come install the parts *meanwhile I had to call customer service every day to ask why I haven't received a request to set up an appointment to put in the parts. Replaces parts washer still doesn't work, says it's probably the front panel "brain" said he will order the part. Again following up with customer service daily no confirmation that the part was ordered it has been 4 days since he said he was ordering the part. Can't ever speak with a supervisor so from 2/21 to 3/6 my issue has not been resolved. This company wasn't my choice, my home warranty company sent them. My washer has never been properly diagnosed by two different people, customer service is a joke, the reps can only message dispatch, when I complained to my home warranty company the submitted a second request so now I'm inundated with texts and emails to pick my availability ...I ask Nana to then to close the second work order, for a week and I'm always told "I'm sorry" but never does anything to resolve my issue. I've been in customer service for over 30 years and this has been a perfect example of bad service. Someone has to pay for two parts (over $200.00) that didn't need to be replaced, but it won't be me. Thank goodness my home warranty company is sending a new company with a much better rating.

I have been dealing with a Washing Machine problem since Christmas and also dealing with Nana Home Appliance trying to get it fixed. They sent out a technician Sandro initially who said we needed a control panel and motor for our Maytag. It took weeks to get the parts and terrible communication keeping us informed. Sandro was a no show on three occasions, when he did the repair and replaced the parts the washer still did not operate. I explained this to him before he left because the washer was making a loud sound. He said it was because there were no clothes in the he machine. When he finally came out on a Saturday after three missed appointments he said it was not the motor but the transmission. Waited a couple more weeks and received excuses for parts not being available. Spoke to Ela, Wendy, Shakara, Mary, Miles and others who are absolutely no help. Have left two messages for David Zamir the CEO no call. They finally sent Donnie out who said the problem was a magnetized part and not the motor or control panel. He replaced the part and now the washer works but sounds like a tea kettle. It has now been another two weeks, no parts have been received. I heard today that two parts were ordered two days ago but the last part has not been ordered. Nana Home appliance is the worst repair company on the planet. The CEO David Zamir should take a hard look at the competency of his repair staff and customer service agents. Also everytime I speak to a service representative it is difficult to hear or understand, all I can hear are children screaming and roosters in the background. So very unprofessional. They all promise to call back and never do. DO NOT USE NANA HOME APPLIANCE! This repair should not have taken three months.

Nana Inc was sent to service my 1yr old washing machine by my home warranty company. Although I had to wait 3 days to get a tech out they did come out, my window was 12-4 and he showed up at 4pm. Basically did a web search to determine what was wrong and ordered a part and left (there was someone waiting in his car the whole time). He said the part would take 3 weeks and wouldn't you know it, it took 3 weeks almost to the day. I called to schedule the return visit, again a couple days out and the tech never showed? Called Nana and they said there was some confusion on if the part was delivered? I set the appt because the part arrived at my house just like the tech said it would and when I requested the appt it asked if I had the part? Nana asked what time I wanted appt and I asked for 8-12 and 5 minutes later I had an appt set for 12-4? Well come 3:30 I hadn't seen the tech so I call and they said he was running late but should arrive around 4:40. He didn't arrive until 6:30 and wasn't even in uniform. Explained he was off for a couple of days and was just drove in from a couple hours away. He looked at part and saw it was wrong part and needed to order another part and left after just 15 minutes. Online it shows he was at my house for 3 hours?*** Website shows 2 parts ordered but no estimate of delivery. I immediately received one of the two new parts and have been waiting 2 weeks for another part to show up. I called Nana to follow up but they use an answering service to relay messages, called them 3 times and send an e-mail but no one will call me back or provide update. Called Home Warranty (again...that's another story) and they tried to call Nana and each time the called someone answered then hung up right away. They are now assigning someone else to come out. DO NO USE NANA!

Look closely at these reviews and take the poor reviews seriously. This is a very poor company. They have a system based on an app that is broken and they do know how to have any human intervention. When you call them, you will get a representative from the Philippines answer after 20 minutes. They are only qualified to read what their broken system is telling them and will not be able to help. My story: My refrigerator stopped cooling. Tech came out and identified compressor and dryer needing to be replaced. I approved the order with the tech and signed something digitaly on his ipad, but somehow it was not approved in their system so I lost a week waiting around for the parts to arrive at my home before I called to check. Only then did I learn I had to approve the order through their special app. Parts came, tech showed up to appointment and replaced compressor and dryer. Failed in less than 12 hours. It is supposed to fall under their own warranty now but due to the fact that the tech requested a different dryer it causes a glitch in the system and they keep telling me I need to approve the invoice again. When I call them and tell them I do not need to pay due to them doing a warranty repair on their own work, they say "oh yes, you are correct. A master tech will review this order and the parts will be shipped." Ok, but it has been over two weeks now since initial repair and nobody has reviewed or ordered the parts. When I call in to check, I am told, "you need to approve the invoice and agree to pay for the parts." I explain the situation. The cycle repeats. Stay very clear from this business. They do not hire their own techs but contract out. Everything they do is contract. They are just a middle man with a broken software system and a call center in the Philippines. Find an actual repair shop with their own employees. Heed my warning!

Contacted Home Appliance Services on July 5th. Whirlpool refrigerator water dispenser was malfunctioning. Technician checked the water flow and tried to fix it on July 15th but it wasn't successful. No communication was received about ordered parts. Another service call was made on August 3rd. The technician informed me that parts hadn't been ordered. He then ordered them. As of August 18th, the parts were at a local depot but hadn't been delivered. I've reached out to the service for a claim. They responded with a tracking number and a promise to schedule a follow-up once the parts arrived. As of September 1st, no parts had arrived. By September 5th, I received the parts. However, by September 12th, the icemaker was failing, and as of September 14th, no technician was available to install the parts. The wait continues.

We had an infuriating experience with Nanahome.We contacted a local appliance dealer and requested service for our failing dishwasher. Then in turn submitted our request to Nanahome without informing us that we would be working with a different service provider. Nanahome scheduled a technician to arrive a few days later. The technician later reached out to inform us that he was not actually available at that time and would be available a week later. We accepted the new appointment and continued washing dishes by hand.The technician arrived the following week and informed us that we needed a part, but the part was not available any longer, but they would attempt to find an alternative. They also agreed to help us replace our microwave handle and refrigerator water filter. Before he could submit an estimate to the Nanahome online CRM, he insisted that it was Nanahomes policy that a card must be on file, which seemed fair in a market where customers often cheat. It didnt occur to us that the retailer would take the advantage and cheat instead. We thought their reputation would mean more to them.We waited for days for a response and continued to communicate back and forth with the technician over text messages. They eventually found a solution and agreed to call an hour later to firm up details. By this time, our dishwasher had resumed working, but we were willing to replace the part out of abundance of caution and also continue with our other repairs.Instead of receiving a phone call, the technician closed our case and charged us for the consultation, including an additional $40 for merely saying that he could do the second and third job. We were immediately charged $115 total, for no service rendered beyond a tardy, ineffectual, and inaccurate diagnosis.We appealed the charge with Nanahome and they insisted that since they had a record of both visits that the charge was fair. I imagine theyre content that theyve fulfilled their legal obligation, but they certainly did not do their part to ensure that we had a good experience using their service.We will not be working with Nanahome in the future, and will be checking whether any Appliance Dealers works with Nanahome before requesting any service.

On Monday, July 27 a service man came to our house to assess our oven. He informed us of what 2 parts we needed to fix the oven. He said he'd need to order the parts and it would be at least 5 days before we received them. I was later told by the employee that we could only order one part at a time. She said she would contact the service man and his supervisor to see if they could make an exception to that since we were told that multiple parts would be needed. That request was denied. We received our part on July 31,2020 and I immediately put in a request for someone to come back out. On Aug 4,2020 I received an email asking if we had received our part, even though I had already let Nana know our part had been received. From Aug 1 - Aug 6 I called Nana at least twice a day and was on hold from 10-20 minutes each time. I left multiple requests for someone to call me back with no luck. We had an appointment scheduled for Friday, Aug 7 and at 10:17pm on Thursday Aug 6 I received a text saying our appt had been changed to Monday Aug 10. I called first thing Friday morning and let the representative know that I wouldn't be home on Monday and that I didn't approve of the time being changed. I requested again for someone to come out on Friday. From Aug 7-Aug 12 I was on hold for at least 15-20 minutes each phone call. Sometimes the line would just drop other times I would be asked if I wanted to receive a call back. I never received a call back and there was never a follow up call about any of my complaints. I asked to speak to a manager on Tuesday Aug 11 and was told no one was available. I was told one would call me back. I called every hour from 3pm-8pm and no one ever answered. Finally on Tuesday, Aug 11 we got a confirmation text saying that the service man would be at our house on Wednesday, Aug 12. When the service man came to our house, again told us we needed multiple parts and again told us he would need to get it approved with his supervisor. I have called numerous time since Monday, Aug 17, 2020 to get a follow up with minimal luck. I was able to talk to someone yesterday (August 18.2020) morning. I asked to speak to a manger and was told there wasn't one in yet and there wasn't a guarantee I'd ever get to speak to a manager even when they are in. From 9:50am-11:20am I called 11 times. I was able to get a response via e-mail, and when I asked for a manager to call me I was told one when get back to me within 24 hours. At this point it has been 25 hours. I don't know what my next steps should be or can be. I wanted to file a complaint with ComplaintsBoard.com, but apparently I don't meet the criteria of a complaint.

It took them 2 months to fix my oven. They actually damaged my oven and failed to come to my home to fix it after trying for over two weeks of promising to send someone out. I made one quick call to the manufacturer and they showed me what was wrong during a video call and they're sending me a replacement part that i can install myself to fix it. During another call with the manufacturer i was informed that they charged me 130 for a part that costs 49. They're only legally allowed to mark up 40%. This represents a 62% mark up. They did the same with other parts. When I asked them about this they told me too bad because I agreed to the quote. I didn't know I was getting ripped off until I spoke with the manufacturer. They said it should have only cost $49 for the ignighter. There were three of them replaced so that means instead of paying 147 for the replacement parts then I paid $370. The warranty repair person at the manufacturer said his jaw dropped when he saw the quote. He said he's never seen a repair job on one of their ovens cost so much. The Nana tech came to my house 4 times for about 4 hours each time. The tech smelled of bad cologne and it took 3 days each time to air out my place which caused me respiratory distress. It was that bad. The tech was on his phone the entire time texting someone each time he worked on my oven which seemed to me that he had no idea what he was doing. I questioned him at a later time and he admitted to it. Also, he replaced a part which the manufacturer says does not exist for which i was charged $230. Then, after weeks of trying to get someone out to fix the oven control knob that the tech broke, then the tech person himself calls me on the phone asking what the problem is. I thought this was the most unprofessional part. He was polite but it still felt like harassment. I should have just hung up but I questioned him and determined that the company deducted money from his account as a result of this incident. The tech admitted that since he didn't know what he was doing and constantly texting for instruction then he may have caused the job to take longer than it should have and that he may have damaged other parts during his work for which I was charged. The tech also admitted to not contacting the manufacturer for parts and advice. He said he couldn't find the number which is on the manual that I provided as well as easily found online. When I informed Nana customer service about all of this then I thought this meant that I was going to get refunded for some part of the unnecessary work and turmoil I've been put through. Nope. They took my money and they took some money from the tech's account. This is very likely a criminal operation. They don't care about their customer satisfaction just look at these other reviews. This company should be shut down if you ask me. They clearly do not care about customers. I intend to fight the charges with my credit card company and if that fails then I intend to take them to court. I think if I print these other reviews and show that this company is hurting a lot of folks then the courts will shut them down or at least require some time of strict reform and oversight. They need to be stopped from hurting other people. I have another account with this company failing to repair our washer for nearly one year now. They simply do not care about customer satisfaction. As an entirely separate note my techs seem to have had no covid training. The oven tech touched a whole bunch of items on my kitchen counter to move them before i jumped up and stopped him. I really don't want someone coming to my house and touching all of my kitchen items. He should have been educated to ask me to move the items. I jumped up and stopped him, and I continued to move the items that were in his way. Both techs had me sign things on their phones without disinfecting them first. I asked them to just do it for me, but they insisted. I did it quickly then promptly washed my hands. My tech also was lowering his mask below his nose. I understand it can be difficult to keep a mask on while working but the proper protocol should be that if you need some fresh air then go outside. I suppose I should report them to the public health department. There's more I could write, but I need to get on with my day including the credit card dispute with this company and a letter to my lawyer requesting assistance with this matter. He was a prior San Francisco District Attorney. I know he would love to take on this company and stop them from hurting others the way they have hurt me.

NANA Appliance Repair Documentation 5/27 On December 23 our oven ignitor went out. I called NANA and the technician that came out on 12/24 was Adelio. He ordered the parts ( he also ordered an ignitor for the broiler and some valve, that might be needed). I contacted them on 1/5 to check on the status of the parts and was told that there was a delay. The parts arrived on February 1 and an appointment was scheduled. Our technician for the installation of the ignitor was *** He laid on the door while working on the oven. It is our understanding from subsequent services that the door should have been removed before making the repairs He was not able to replace the ignitor and informed me that a Senior technician would have to come out to make the repair. after he left, the oven door would not close all the way, because he bent it by lying on it. While waiting for the next appointment to be scheduled to have the Senior technician come out to install the ignitor, we received a ***. The Senior technician on this visit was ***. He installed the ignitor and diagnosed the issue with the oven door as being caused by a bent hinge when *** on it to attempted to install the ignitor as noted above I contacted NANA to confirm that, our oven was not fixed and to ensure that we were not charged for the parts that were not used from the initial service visit. I received this reply via email. Customer Support (Nana ) Feb 8, 2021, 12:52 PST Good Afternoon, This is *** with *** Services. To date the only charge made to your card is the $70 diagnosis fee, this will be credited towards your final labor cost ($295 before diagnosis credit). You will not be charged for any parts that are not used in your repair. The hinges are being supplied by us at no cost to you, I do not have an ETA on them yet. Please let me know if there are any other questions or concerns I can help address. We appreciate you! Thank you, Nana At this point, we had a working oven with a door that did not shut properly, thus letting heat escape and wasting energy. The hinges arrived on 3/13 and an appointment was made to install the new hinges. After *** the technician came on 3/18 we received a *** and I sent this email: Hi ***, *** came and installed the new hinges, but the oven door still does not close properly. Can you let me know how we can rectify this situation? Im wasting energy and using more gas because it is leaking out of my oven. Thank you, *** was wonderful. He braved traffic to get to us and worked past his time to finish the job!I received no reply from NANA.After ***s visit we received a *** and I sent the following email: Good Morning, We recently noticed a charge to our credit card for $445.74. We are requesting an invoice and details about what these charges are for since we were previously charged $70 for the initial December 12/26 service call. We do not need an invoice for the $70 charge. I have requested five times to speak to a supervisor to get details about the repair of our oven door which one of your technicians broke in the first attempt to replace our ignitor. We should not be charged for any service calls or parts related to the repair of the oven door since your technician was responsible for damaging it. I would appreciate a personal contact from someone in charge who is not reading off of a customer service script. Please email me the invoice for the $445.73 charge. I can be reached via email. Thank you, *** and *** After numerous phone conversations with the customer service center I was assured that a supervisor would contact me by the end of the day, each time. I never was contacted by anyone from NANA. *** after his last visit was advised by his supervisor that the door gasket should be replaced and to see if that rectified the problem. It did not. The next attempt to address the problem was for *** to take off our oven door and take it in to see if it could be repaired. He brought it back 10 days later exactly as it was before he took it. He shared that they were afraid of breaking it while trying to repair it. It is now May 27, 6 months since our initial service visit. My oven works, but the door, damaged by NANA, is still not repaired and interactions with their customer service center have been unhelpful, ineffective, and frustrating. We disputed the charge and blocked any more payments to our card from NANA in hopes of encouraging them to rectify the damage that one of their employees did to our oven. We have not received adequate service and do not have an oven that is like it was before the repair and damage to it. Since May, I have contacted by phone on three occasions. On each occasion, Ive been assured that a supervisor has taken on our matter and will contact us. As noted by the emails enclosed, my last communication from the company was on July 5th. It is now August 9th and our oven door is still broken and as the requested second opinion letter (also enclosed) states, the door is not repairable due to the requisite parts being no longer available. We disputed the original charges in hopes of motivating Nana to actively move forward in the resolution of our problem. We have no issue paying for the oven ignitor, door gasket or the original service call. However, we dont think we should be charged shipping for the parts that they had to procure to attempt to repair our oven door which was damaged by one of their employees.

I called them to fi my oven. They were unable to fix it, so they were called out again. Cinche partners with Nana and Cinche, my insurance, contact Nana to send out a technician. Cinche stated in written proof that my second visit was covered under the first deductible. Nana continues to harass me for payment despite receiving the email proof that this visit was covered. I've tried contacting them NUMEROUS times to no avail for the past year. I have no idea what I'm supposed to be doing at this point since nobody can call me back. Worst service ever. They didn't even fix the oven I gave up working with them. Their technician cancelled at the last minute so many times and I had to take off unpaid days from work to be home for this. A service that was requested in September was first taken care of in May? March. somewhere around there. I just gave up. For how much I've wasted in unpaid time off, I could have purchased and installed a new oven.

I have been trying to deal with this company for 2 and 1/2 months I've had three appointments with them to come out and repair my freezer they have never done that they have repaired one part it didn't work they ordered another part it came in they still have not come back to fix it they've missed the last five times that I've made appointments with them no calls no nothing. If you look at any reviews about this company people all have the same problem they never show up they don't ever fix it right I have had to put out money for the last two and a half months to buy ice every other day because my machine does not work because these people will not come and fix what they repaired. When you try to call them all you get is somebody overseas on an 800 number that have a script that they read that tells us we have to wait we have to wait well I don't have to wait two and a half months to get this company to come back from my home warranty I'm stuck

A Nana technician was dispatched by our home warranty company to diagnose a burning smell with our over-the-range microwave. The tech tested the microwave causing it to burn out completely and rendering its vent fan useless. He said a transformer potentially needed replacement but he wasn't sure as he doesn't get paid to do a full inspection. He also said he'd write a report for the home warranty company but offered no time frame for a repair/replacement. A week later, there was no report submitted. Nana did write up a report 2 weeks later but it just said they wanted a second opinion from another tech. My husband, ***, called the company and tried to get a refund of the $85 service fee since they did nothing. He was told the claim would be escalated but we never heard from them again and it's been over a month. We ended up just purchasing a new microwave and installing it ourselves. We would like a full refund of the $85 service fee.

This business operates as a services contractor for American Home Shield warranty service. In August, they were contracted to perform a repair of my Viking Induction Stove top, in particular an induction burner that did not work. They sent a repairman out to fix it, who admitted upon arrival he had no knowledge of this product, would take down information but someone else would be out to repair it. During his visit, he incorrectly moved the stove top, and the glass cracked on it, now necessitating a much larger and costly repair. Months later, I dealt with the local repairman's insurance company and received a new glass top. The company sent out another repairman to install the top and provide me with some sort of functioning stove, although the original burner still did not work. Now a year later, I cant get them to come out and finish the repair despite constant scheduling or appointments. I get no help from a live body at the company, only computer messages.

American Home Shield (AHS) contracted Nana to repair my built in SubZero refrigerator. The technician came in mid December to make the diagnosis. They ordered parts, and there was a long delay in available appointments. On Jan 15, 2021, the technician came to repair the broken water supply lines to the ice maker and water dispenser. The previous technician told Nana by phone from my house that the sealed system (compressor, lines) would need to be removed to make this repair, and to send a licensed tech on the repair visit. The tech on 1/15 did not remove the sealed system, and successfully made the repair to the leaking supply lines. Regretfully, he disrupted the sealed system, causing all of the refrigerant to leak out. I discovered this on 1/18 and immediately called Nana for appt. The told me they would come 1/20. On 1/19 late evening, they message they would come Friday. They came on Friday and made no repairs. On 1/31 they told me no appts available before 2/8.

A Nana technician came out to my home on May 6th to repair my washer and dryer. The technician diagnosed the problem and said someone would call me to schedule a follow-up when the repair was approved by ***, the warranty company and the parts were in. No one called back. I tried calling Nana. Most times it is impossible to get anyone to answer. The message indicates that due to a high volume of calls, they can't answer but someone will call me back. No one has ever called me back. I sent an email message to Nana as well. I never received a response. At one point I received a text message that appointments were available beginning May 17th. A set up an appointment for May 17th. i then received a text message that my appointment was for May 19th. On May 19th I received a text message that the appointment is for May 27th. The call back number on the text message was no operational. I tried calling today only to get a message that due to a high call volume, they can't answer.

I filed multiple tickets with this company by Pro Experts, regarding a fridge malfunction. I've attached one of many tickets I originally filed and subsequent incorrect ones by Nana.io, including cancelled ones. The address was wrong twice, they claimed it was provided by the initial ticket, but you'll see the original is correct. When I called, they incorrectly said it was the icemaker. I had to cancel and call back to correct the info. Why must customers fix errors between companies? The original ticket was correct, but Nana.io repeatedly makes mistakes, forcing customers to restart the process. It's impossible to contact Nana.io directly, and any ticket adjustment leads to delays in servicing essential appliances.

Our refrigerator failed in February and GE referred us to Nana for repair under warranty. Nana sent out 3 technicians in 4 visits and replaced one part. They also damaged the refrigerator door and the hardwood floor. They were unable to fix the refrigerator so GE sent us a new one and removed the old one. On 8/24, Nana began invoicing us for $429.39 with no detail or explanation. We contacted them and they said it was for parts shipped to us. On 9/20 they provided us with a pre-paid return label for 3 parts, which we returned the same day. I emailed them to confirm, with no response. Since that day we have been invoiced 9 more times. They do not respond to emails or phone calls. I wrote them a letter with a detailed list of all service calls and transactions and sent it to them 11/2 via registered mail asking them to update their service and billing records. I copied GE customer care. No response as usual. I have been invoiced twice so far this month.

Aug 23 - Washing machine broke. Opened a claim with Assurant, which was passed to Nana.io to handle locally. Sep 16 appointment, evaluation of the unit and parts were ordered. Sep 22, appointment, unable to unstack safely as solo technician. Oct 4, appointment, solo technician unstacked unit and caused multiple exterior damage to unit and did not secure top unit with brackets after working inside the bottom unit. They did repair the internals, but damage was caused and a safety issue introduced with improper alignment to stacking units and not being secured. Oct 7, appointment, damage evaluation and parts order. Nov 23, appointment, worker refused to do any repairs as not all parts were ordered/delivered.Nana.io has been unclear on dates/time of service. Assurant approved claim for two technicians as its a stacked washer/dryer, Nana has never sent two to handle it safely. At this point we need the washer repaired fully to the status before Nana was involved at all or pay for damages caused by neglect during the repairs to the unit.

On 10/3 the contract to repair my refrigerator was assigned to *** home services by first American home warranty. On 10/7 *** home services was technician came to my home and after working on the unit told me it need to be replaced as it is closed system problem and would cost more to repair that to replace. On 10/8 *** home services said they would a second technician who work on closed system, on 10/14 a second technician came and told me a compressor and condenser need to be replaced. On 10/29 the technician replaced those parts but the unit is still not working. The technician state the unit need to be replaced. On 10/29 I contacted the *** of *** home services who told me they have 48 business hours to submit the report. On 11/2 I contacted first American who told me they *** state they need to order parts but is unable to specify. Again the *** is overriding the determination of the technician and is delaying their report to first American home warranty. Neither first American or *** home services is unable to give specifics on when this claim will be satisfied effectively according to my contract.

On 11/13 I contacted the warranty company to start a claim for our cooktop, they sent the order to a third-party service. I received confirmation the same day and was asked to provide three dates for service. As the last date approached, I was told to select three new dates as no technicians accepted the job. Despite uploading the issue with photos twice, I got no service date. I pay monthly dues and a $75 deductible but can't get a date for a technician to assess the issue. I called the company on 11/20, and they promised to assign a different service provider. However, I got a text on 11/21 confirming an appointment for 11/23. I called the company on 11/22, and they said there was no need to reassign since the service confirmed the appointment. Yet, I received another text stating the service canceled my appointment due to a new claim number, requiring rescheduling. This is confusing as it's the same claim and house, but they still canceled my appointment.

On 11/18, a service provider was assigned to my repair by First American Home Warranty. The contractor visited on 11/22, diagnosed the issue, and ordered parts, requesting $250 for the extensive fridge repair. The contractor returned on 11/30, fixed everything except the coils, and promised to consult a senior technician. A 12/6 appointment was missed, and despite confirmations, no one showed up on 12/7 either. FAHW contacted the provider on 12/7, learning repairs were delayed. By 12/9, FAHW hadn't received the necessary documents. On 12/13, the provider offered a 12/16 appointment, which was also missed. Further appointments on 12/20 and 12/21 were unconfirmed, with the provider only saying they'd coordinate with an apparently unavailable contractor and citing a full calendar.

Between a company who sub-contracted Nana Appliance Repair, Nana came to my home to service a washing machine. The washer was operational except for the 'Whitest Whites' function; all others worked. On November 16, a technician from Nana, Benyam, visited and mentioned the washer needed a new part, which he would order. The part was mailed to me, and upon receipt, Nana confirmed a new appointment. Benyam returned to install the new part, which failed, so he reinstated the original, which also failed, rendering the washer inoperative. When questioned, Benyam was unsure why it wouldn't work, stating more parts were needed, with repairs delayed until the new year. Attempts to contact Nana's call center were futile; they couldn't connect me to a supervisor. Despite assurances of contact from the company, I've received no clear answers. The situation is frustrating; my washer, previously mostly functional, is now completely broken, and being told to wait a month is unacceptable. The responsible company and Nana should provide immediate repair or replacement.

The ice maker on my Refrigerator was not working so I called a repair service and they sent out Nana to fix my refrigerator. The service shipped a repair package to my house which included a new ice maker and new circuit board. The Nana technician replaced the circuit board and ice maker on Friday 11/19. They stated everything was fixed and that I could expect ice in 10 to 12 hours. The next day we tried to get ice but it didn't work. We also noticed that the refrigerator and freezer were no longer cooling (which worked before the technician worked on the fridge). I called Nana on Saturday 11/20 and they told me they would have a technician call me and try to get someone out to my house. Understand this is the weekend before Thanksgiving and my refrigerator was full of food for the upcoming holiday. After several hours of no one calling me back, I tried to call them several times and no one answered. I called the service on Sunday to see if there was something they could do. On Sunday Nana sent me a text message saying they could come back out on 11/29 which would not work because that would be over a week without a fridge. I then figured I would take the circuit panel cover off to see what I could see and noticed that on the bottom right corner of the circuit card there was a connector that was not connected. I connected it and the refrigerator started working again, Meanwhile, all my food in the freezer and fridge was ruined. On Monday 11/22 the service stated they got a hold of someone from the company (which their customer service is in the Philippines and they told me there was nothing they could do because the ticket is closed and I had to call the repair service again). The repair service is telling me I have to contact Nana.

I contacted the company for a repair work of our washer. On *** they are called *** and they have an appointment calling number. I called them and arranged a repair work on November 17th. They require me to provide my credit card information to them over the phone. And they say the charge of the work will depend on the technician's inspection. On November 17th, technician came to our house and found out that it's a minor issue and no replacement parts were needed, so he fixed the issue pretty quick (about 15mins). When he left, he mentioned that I will expect to see a charge of $70 to my card later that day or the next day. However, he didn't leave any invoice or document for us.Later the same day, I checked my credit card and saw a $70 payment pending. So I thought this is the charge for the repair work. But last week, when I checked my credit card statement, I saw that this company put another amount of $180 payment on my card, without notifying me either in text message, phone call, or in email and mail. I have never got any form of an invoice after the repair work. I called the business and made a complaint on Dec 1. Then on Dec 2, I received an email invoice stating that the cost of my repair order is $120, and that they have issued a $130 refund to my bank account. I found this business really suspicious of fraud transactions as they do not provide customers with any written invoice afterwards and just decide the cost of the repair work on no grounds. I have called them again on Dec 3 and demanded a full refund of the $180 surcharge regarding this repair work. They promised to get back to me within 24hours, but I have not received any response yet. My request is to get a full refund of $180. And also if ComplaintsBoard.com could look into their business and report their fraud transactions to relevant authorities. On *** and their website, they do not call Nana.io. They use a different name and obviously their *** review is untrustworthy.

On 8/27 Nana Tech diagnosed my *** refrigerator needed a new compressor. *** confirmed the parts were covered under extended warranty. I was told by Nana tech they would get the parts from *** and the repair would be done by a Nana "Closed System Tech". A Nana customer service (CS) rep confirmed this by phone prior to requesting the parts from . They requested my credit card number at that time. I had over 11 phone calls with NANA and 8 with *** between the dates of 8/23 and 10/11 trying to get NANA to order the parts. Their CS is AWFUL! Their call center is outsourced to the Philippines. After finally receiving a part authorization # from *** (*** called NANA and gave it to them directly), I placed a call to NANA on 10/11 to check status on the part only to find out they had STILL not ordered the part! NANA CS rep assured me he would immediately put in a priority order and I'd receive notification once the it was submitted. Two days later, on 10/13, I received text and email messages from NANA stating they no longer had a "Closed System Technician" in my area and were cancelling my service request. I was immediately charged $120 to my credit card for their initial visit on 8/23. I wasted two months dealing with them, trying to get the part ordered. I went TWO MONTHS without a refrigerator. I would never have had NANA come out for the first visit had I known they may not have the required "Closed System Tech" to work on my . They wasted my time and money and the cancellation was due to THEIR INABILITY to make the repair. I requested refund of my $120 via phone to their CS on 10/19. They were unable to connect me to a supervisor. I received a ridiculous and unintelligible response via email and text stating I needed to seek reimbursement from . *** never charged me anything! On 11/8, I followed up with a very detailed email of our interactions from Aug to Dec again requesting the $120 be refunded. To date, I have received no response.