Domestic Appliance Repair

ToonFC

Hi 

Has anyone dealt with NAC Repairs and had to get a refund from them and been successful?  I had a dishwasher repair booked in for yesterday and they have taken advance payment. I get an email at 10;19am yesterday morning saying they haven't been able to source the parts and that I should try and source the part which they claim is obsolete and then get back in touch with them to rearrange a repair. I then contacted them to try and get a refund as it was a short notice cancellation from them and I paid them to get the part and they should not have confirmed and taken payment without confirming that they have sourced the part.. After many emails with their customer service.. they refuse to give me a refund stating it's not in their terms and will not escalate my complaint to someone higher. I have been very clear with them as to what has happened but all they come back to me is to say they acknowledge how frustrating it is but I should try and source the part and then let them know so that they can send an engineer.. Am I being completely crazy here to think that they are completely in the wrong here and they should offer me a refund for work not completed??

red_boots2

What do the written contract and terms say?

Ergates

You're not crazy - they can't take an advance payment for an appointment, cancel the appointment and then keep the money.  If *you* had cancelled the appointment, then that would be a different matter - but that isn't what happened here.

What their Ts&Cs say on this is not particularly relelvant - as anything in there that allowed them to do this would be an unfair term, so would be unenforceable.

molerat

How did you pay and how much ?

Alderbank

Ergates said:

You're not crazy - they can't take an advance payment for an appointment, cancel the appointment and then keep the money.  If *you* had cancelled the appointment, then that would be a different matter - but that isn't what happened here.

What their Ts&Cs say on this is not particularly relelvant - as anything in there that allowed them to do this would be an unfair term, so would be unenforceable.

The OP doesn't say NAC have cancelled. Quite the reverse, they seem quite keen to do the job.

They postponed the visit because the engineer can't get hold of the part(s). Rather than a wasted visit which the OP would probably be charged a callout fee for, they say that if the OP can get the parts they'll reschedule and fit them. This is covered in their T&Cs:

Obsolete and parts that are no longer available

If a spare part is listed as obsolete or no longer available by either the appliance manufacturer or our direct authorised suppliers, we will inform you of this and give you an opportunity to source the parts from any independent spare parts distributer or other resources, such as eBay or Amazon, if they happen to have some old stock still available. Should you manage to find the necessary obsolete part, NAC will re-attend at no further cost to fit the parts to your appliance and complete the repair.

The OP has had no visits and now wishes to cancel. The procedure to do this is in the T&Cs and includes:

15. Cancelling your repair
To exercise the right to cancel you must inform us by calling 0333 or emailing us on customerservice@nacrepair.co.uk
Your notice to cancel will have been taken to be received...in the case of email from the date it is sent to us.

The right to cancel in the T&Cs seems compliant with the Customer Contracts Regs.

https://nacrepair.co.uk/terms-conditions/

OP, I suggest you cancel by emailing them to cancel according to their T&Cs. As asked above, how did you pay?

NAC is a sort of franchise and have featured on this forum before. Posters then thought their customer service was poor.
https://forums.moneysavingexpert.com/discussion/comment/81237384#Comment_81237384?utm_source=community-search&utm_medium=organic-search&utm_term=NAC+repairs

bambipandi

I know I'm late on this post but I thought I'd share anyway in case anyone else is looking for experiences with NAC. they connect you with random "self employed specialists" when you book and you have no choice in the matter. in my experience I had a dishwasher leak (minimally) from the left bottom corner of the door, cleaning seals didn't help so I booked NAC who sent out a *specialist* who disassembled and reassembled the dishwasher door, told me to run a quick cycle to clear some residue and left. after this *specialistą * visit my dishwasher is leaking a lot more, from all 4 corners (both bottom, and all the way down the sides from the top). 
I paid £85 for this experience.
I immediately reach out to NAC who are hidden behind Ai bots *customer service* which was like talking to chat gpt, missing the point and not allowing you to speak to a human no matter what.

all I asked was for them to send out a reputable repairman at no extra cost to me to rectify the issues their *specialist* created and to fix my appliance as is their guarantee, a service I already paid for.

NAC resolution to this? let me just paste it from their "customer support":

"We’ve noted that you’re keen to have a thorough check carried out, as well as for the reassembly to be done correctly. If you would like to arrange another visit, you can view dates and book directly through our online form at (*book a repair link*)( *I can't post links as a new member on this forum*) You’ll see the call-out/labour charge up front before confirming - parts are excluded."

so yeah, not only did they not fix my appliance, they left it in a worse condition and then their support told me if I want that rectified, I can book and pay for another visit.

please do yourselves a favour and steer clear.