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:12/12/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore 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.

  I hired Nice Heating and Air to replace a broken water heater. They came to my home on September 30 to assess the damaged water heater and to provide estimates on replacement. I hired them to do a replacement and they came next day on Tuesday, October 1 to do the installation. **** came on Friday, October 11 to inspect the new water heater and it failed inspection. I called Nice to tell them it failed, and they sent a tech on Monday, October 21 to review the inspectors failure notice. The tech complained to me at the time that he disagreed with WSSC on why they failed the water heater. I noticed after the tech left that he had taken the Fail notice sticker off the water heater and kept it, which he was not supposed to do. Over the month, I had several phone exchanges with **** at **** who told me that he was trying to get a hold of the **** inspector to discuss the failure and to determine a way forward. Nice eventually told me that they were unable to reach an inspector and they finally came back to my home on Friday, November 15 (over a month after the failed inspection) to make adjustments to the installation to hopefully pass inspection. I then called NICE on Monday, November 18 to ask them to schedule **** inspectors to come back to inspect the corrected work. They told me they would, but they never did. I called again on December 6 to ask that the inspection be scheduled and they did not. I called for a third time on December 12 to ask the inspection be scheduled, and again it still has not. I have no idea what's going to happen or how difficult this will continue to be if it fails inspection again.Installing a water heater heater and passing the required inspection should not take 3 months and a dozen phone calls to complete. If Nice does not know how to install water heaters to code in ********************, they should not accept the work.

  Business Response

  Date: 01/02/2025

  Dear Dispute Resolution Team,
  Thank you for bringing this matter to our attention. We take every customer concern seriously and appreciate the opportunity to provide context and clarification regarding the complaint filed by Ms. ********* *******
  Ms. ****** hired NICE Heating & Air to replace a broken water heater. While the initial installation was completed on October 1, 2024, the project encountered delays primarily related to the **** inspection process and subsequent coordination challenges.
  The installation initially failed inspection due to discrepancies in venting requirements. Our team sought clarification from the **** inspector and ultimately revised the venting system in line with recommendations from our CEO and licensed master HVAC technician.
  There were administrative delays in scheduling the follow-up inspection, compounded by difficulty reaching **** inspectors and scheduling conflicts. Communication gaps between our scheduling team, ****, and Ms. ****** further prolonged the process.
  The revised installation passed inspection on December 28, 2024, confirming that the water heater is fully compliant with local building codes.
  To address the issue, adjustments were made to the venting system to meet code requirements. Our senior management team closely reviewed and approved the final work. Communication with WSSC was escalated to ensure follow-through.
  We acknowledge that the delays and communication lapses caused significant frustration for Ms. ******* While external factors, such as inspector availability and scheduling restrictions, contributed to the delays, we take full responsibility for ensuring a smoother process moving forward.
  We have implemented enhanced oversight and improved follow-up protocols for scheduling inspections with third-party agencies like ****. Clearer customer communication checkpoints have been added to avoid similar administrative delays.
  We believe the final installation outcome reflects the high standards of workmanship we strive for at **** Heating & Air. However, we sincerely regret the challenges Ms. ****** experienced along the way and remain committed to continuous improvement.
  If there are any additional details or documentation required to close this case, please let us know.
  Sincerely,
  ****** ******
  NICE Heating & Air
  
  
  

  Customer Answer

  Date: 01/09/2025

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. 
  
  Regards,
  
  ********* ******
  
  

• Initial Complaint

  Date:08/14/2024

  Type:Product 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.

  We are seeking a refund for the difference of the condenser we paid for and the unit we have in our home, and for the professional installation. Our case is documented in detail. Please read our letter to the CEO first, followed by the supporting documentation. Additionally, we believe others should be warned about this company. We do not wish anyone else to go through the struggles we have had to endure with this business. Thank you.

  Business Response

  Date: 09/12/2024

  
  Dear BBB Representative,
  
  Thank you for bringing the concerns of Mr. and Mrs. Santos to our attention. At NICE Heating & Air, we prioritize customer satisfaction and take great care in addressing any issues that arise. We regret that the customer remains dissatisfied despite the considerable efforts we have taken to resolve their concerns. Below is a summary of the actions we took to address this situation:
  
  1. Replacement of Unit at No Additional Cost: In response to the customer's concerns about the condenser and coil match, we replaced the condenser unit and evaporator coil at no extra charge. This included a full system flush, refrigerant recharge, and proper installation to ensure the system complied with manufacturer specifications.
  2.Payment for External HVAC Services: Although we stand by our diagnosis, the Santos family sought second opinions from other HVAC companies. To demonstrate goodwill, we covered their $155 bill for those services, despite the fact that our own diagnostic work was sound and thorough.
  Transferable Extended Warranty: We provided the necessary documentation to transfer the extended third-party warranty, ensuring that the Santos family’s HVAC system is covered by any service provider they choose moving forward. This extends both the labor and parts warranties, offering long-term protection for their equipment.
  3.Additional Meetings and Follow-ups: We have had several in-person meetings, numerous communications, and site visits to address every concern the Santos family raised. We took responsibility for any installation issues, corrected the wrongs, and followed through on our contractual commitments, ensuring the system is now operating as designed.
  
  We continue to stand by our contractual obligations and remain committed to servicing the Santos family’s HVAC system as outlined in their warranty agreement. Our team is fully prepared to provide ongoing support, as we are dedicated to ensuring our customers' long-term satisfaction. We guarantee that we will honor the terms of the agreement and continue to provide warranty support and necessary services moving forward. Our goal is always to make things right, and we’ve gone above and beyond by assuming additional expenses to ensure that all work performed is to the highest standard.
  
  NICE Heating & Air has delivered the work as contracted and has taken on multiple additional expenses to uphold our warranties and guarantees. We took full responsibility for the issues the Santos family experienced and worked diligently to correct them. While we regret that the family remains unhappy, we believe that requesting a refund of $6,225.99 is not justified given the replacement, repairs, and additional support provided.
  
  We remain dedicated to keeping the customer happy and are committed to honoring our warranties and services, as we have done throughout this process.
  
  We hope this clarifies the matter and respectfully request that this complaint be closed, as we have fulfilled our obligations in good faith.
  
  Thank you for your time and attention to this matter. Should you need further information, we are happy to provide additional documentation.
  
  Sincerely,
  Cherie Hudson

  Customer Answer

  Date: 09/26/2024

  [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: 22139715
  
  
  
  I am rejecting this response because:

  Please see direct responses to NICE's claims in bold text below:
  

  Dear BBB Representative,
  
  Thank you for bringing the concerns of Mr. and Mrs. Santos to our attention. At
  NICE Heating & Air, we prioritize customer satisfaction and take great care
  in addressing any issues that arise. We regret that the customer remains
  dissatisfied despite the considerable efforts we have taken to resolve their
  concerns. Below is a summary of the actions we took to address this situation:
  
  1. Replacement of Unit at No Additional Cost: In response to the customer's
  concerns about the condenser and coil match, we replaced the condenser unit and
  evaporator coil at no extra charge. This included a full system flush,
  refrigerant recharge, and proper installation to ensure the system complied
  with manufacturer specifications.

  
  NICE replaced the condenser and
  coil because they did not order the proper parts the first time. We have an invoice
  stating that the condenser in our home is worth $1,584.67. This is the amount
  we are willing to pay. The company is not an honest broker when they charge for
  a larger unit that they had to replace only because they did not do a proper
  assessment and installation the first time. Again, per the contract, it states “the
  contract shall not include any changes in the materials described or the price
  quoted in the contract unless the change is made in writing and signed by both
  parties”. And that was not done. The company should reply directly to these
  concerns rather than providing general statements that dodge the real issues. NICE
  offered to provide additional documentation if necessary, so please provide the
  documentation that shows that the parts in our home match the parts that we
  were charged for in our contract, or any other documentation showing that we
  approved this swap for a cheaper, smaller condenser.
  
  2.Payment for External HVAC Services: Although we stand by our diagnosis, the
  Santos family sought second opinions from other HVAC companies. To demonstrate
  goodwill, we covered their $155 bill for those services, despite the fact that
  our own diagnostic work was sound and thorough.
  Transferable Extended Warranty: We provided the necessary documentation to
  transfer the extended third-party warranty, ensuring that the Santos family’s
  HVAC system is covered by any service provider they choose moving forward. This
  extends both the labor and parts warranties, offering long-term protection for
  their equipment.

  
  The company did not properly
  diagnose the issue and there is clear evidence of this. Two independent
  companies said the exact same thing about the poor installation and mismatched
  parts and that the furnace is not to blame. Additionally, when NICE finally did
  what the other contractors recommended, the AC finally worked. That is proof
  that they were wrong to walk away from us and tell us we need to pay thousands
  more for a furnace as it was the “only way” to get our house to cool.

  Further, they never provided us
  with documentation to transfer the warranties and I believe this would cost
  money. They have not provided the money to make this kind of a transfer. Please
  provide documentation to support these claims.
  
  3.Additional Meetings and Follow-ups: We have had several in-person meetings,
  numerous communications, and site visits to address every concern the Santos
  family raised. We took responsibility for any installation issues, corrected
  the wrongs, and followed through on our contractual commitments, ensuring the
  system is now operating as designed.
  
  We continue to stand by our contractual obligations and remain committed to
  servicing the Santos family’s HVAC system as outlined in their warranty
  agreement. Our team is fully prepared to provide ongoing support, as we are
  dedicated to ensuring our customers' long-term satisfaction. We guarantee that
  we will honor the terms of the agreement and continue to provide warranty
  support and necessary services moving forward. Our goal is always to make
  things right, and we’ve gone above and beyond by assuming additional expenses
  to ensure that all work performed is to the highest standard.
  
  NICE Heating & Air has delivered the work as contracted and has taken on
  multiple additional expenses to uphold our warranties and guarantees. We took
  full responsibility for the issues the Santos family experienced and worked
  diligently to correct them. While we regret that the family remains unhappy, we
  believe that requesting a refund of $6,225.99 is not justified given the
  replacement, repairs, and additional support provided.
  As documented previously, we scheduled
  an in-person meeting in our home to resolve the issues, which was canceled at
  the last minute. We had to go to their office twice to attempt to resolve the issues.
  In these meetings, Cherie offered several ideas for compensating us for their
  mistakes and agreed to send us an email documenting their offer; however, when
  we left the office, they sent us an email and backed out of all that was
  offered up in the meeting, failing to do what we agreed to.

  
  We are willing to pay for the
  parts that are in our home. That seems fair and is consistent with what is
  outlined in the contract. We should not have to eat the cost of mistakes made
  by NICE. The company is trying to recuperate costs lost from mistakes they made
  and is not taking accountability for their missteps. Furthermore, when we have
  to spend nearly a month without AC in 90-100 degree temperatures due to improper
  installation, mismatched parts and an invalid claim that the furnace was to blame
  (all documented and disproven), we should not have to pay for “professional
  installation.” We are completely reasonable and justified to ask for this money
  back – at a minimum. We have been patient and reasonable customers with a
  company that has not been honest with us.
  
  
  We remain dedicated to keeping the customer happy and are committed to honoring
  our warranties and services, as we have done throughout this process.
  
  We hope this clarifies the matter and respectfully request that this complaint
  be closed, as we have fulfilled our obligations in good faith.
  
  Thank you for your time and attention to this matter. Should you need further
  information, we are happy to provide additional documentation.
  

  We understand that issues arise
  in organizations and mistakes happen. Had NICE sent a proper technician to check
  the work of Hayden earlier, or sent another manager to our home before doubling
  down on their furnace claims, we would be in a different place. That, however,
  did not happen. The fact that the CEO and Cherie were both made aware of these
  claims and did not take steps to properly resolve or even apologize for their
  missteps is completely unacceptable. We do not want another family to have to
  go through the hardship that we have with this company, and hope that BBB can
  take steps to warn others about this.
  
  Sincerely,
  Cherie Hudson
  
  
  
  
  
  Regards,
  
  
  
  Tracy Bojko & Luis Santos
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  

  Business Response

  Date: 10/04/2024

  Dear BBB Representative,
  
  Thank you for the opportunity to provide additional information regarding the complaint from Mr. and Mrs. Santos. We have made every effort to address their concerns, including:

  
  -Replacing the condenser and coil with units that match their system, at no additional cost, as requested by the client.  ((At the time of the original installation, the difference in cost between the equipment was nominal. When we replaced the equipment later, the newer equipment cost more than the original equipment—both our cost and the sale price are higher than original contract. ))
  -Absorbing all associated costs, including equipment, labor, and materials, to ensure their system operates effectively.
  -Providing temporary cooling solutions during the repair period to mitigate the warm weather.
  -Engaging in multiple communications and meetings to address their concerns and find a satisfactory resolution, although none was accepted as suitable by the clients.
  -The warranty transfer does not require any payment from the customer; any contractor can submit a manual claim form to AIG.
  -We would like to clarify that the receipt they obtained reflects our wholesale cost for the equipment and not the retail price. This internal document is typically not provided to customers, and there may have been a misunderstanding that led to them receiving it.
  
  We believe we have fulfilled our contractual obligations and have taken all reasonable steps to resolve their concerns.
  
  At this time, we respectfully consider this matter resolved.
  

  
  

  Customer Answer

  Date: 10/15/2024

  [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: 22139715
  
  
  
  I am rejecting this response because:
  

  
  Dear BBB Representative,
  
  I would like to underscore my concerns, as they have yet to
  be addressed by the company. There is no documentation to support the company’s
  claims that the switch in materials was approved and nothing to support their
  claims that there was a nominal price difference. They should provide
  statements showing the cost of the materials at the time of original purchase
  and the cost of the replacement materials at that same point in time, which
  they have yet to provide. They should have recommended the right size and
  matching materials in our home in the first place, so all the cascading issues
  that happened as a result of their incompetence should be absorbed by them and
  is not done as a favor to us.
  
  Also, please provide documentation to show that what was
  done in our home originally was proper. The only reason they were able to send
  an approved parts warranty by the company originally was because they put
  inaccurate information on the site stating that they had a larger coil to match
  the condenser in our home.
  
  Further, we have clearly disproven the claims by the company
  that their diagnosis of furnace replacement was appropriate. We have clear
  documentation to support the opposite. They installed mismatched parts, they
  let us sit in the house for weeks without AC in HOT temperatures in the upper
  90s without even a portable AC unit for much of this time, they walked away
  from us and refused to fix our AC issues unless we purchased a furnace from
  them. We have proven that they were dishonest and/or completely incompetent to
  walk away from us and ask us to pay thousands more for a furnace that was not required
  to resolve our ac issues. Two independent companies said the same thing and
  when they finally did what the other companies suggested, our AC has been
  working fine.
  
  We would also like to understand their claims of the AIG
  warranty transfer. We were never given any information about this, contrary to
  their statement. Further, the company is completely untruthful in their
  statement that they attempted to find a satisfactory resolution. As stated
  previously, we only asked that they document what they stated in the meeting in
  terms of the payment and compensation that they were offering so that we can
  see it in writing, and of course that never came. Instead, they told us not to
  speak with them again.
  
  Please help us ensure that this does not happen again to
  anyone else as it has been a complete nightmare to deal with this company.
  Again, we’d like to reiterate that we are happy to pay for the parts in our
  home, but should not be paying for parts that are not in our home, or for poor
  labor that resulted in massive hardship to us as a family.
  
  Tracy & Luis Santos
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  

• 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.