Jay's Appliance Center, Inc.

Review: Last April I purchased a washer/dryer from Jay's-complete with GE warranty. The appliance broke the first time I used it in June(I had just moved back to my post-Sandy new house). The store told me they would not replace the machine because I had to call GE to repair it. The GE technician could not find the serial number and refused to fix the machine. He left. I asked Jay's to replace the unit which the technician had stated was not a repairable applaince. Jay's refused. When I said I would have to contact Better Business, the man("[redacted]") with whom I spoke said, "go for it."

It is now July ** and I have been sitting with a broken, brand new washing machine/dryer. GE says it cannot locate the part it needs to fix the machine.Desired Settlement: I need to have a washing machine that is new and that functions-I paid for it ($1250.00) and have to do my own wash in a laundromat for the past two months. Honor the warranty and replace the unit immediately.

Business

Response:

The G.E. service technician that came to her house did not know where to locate the serial number on her particular model. It is located on the back right hand side of the machine. The unit is able to be serviced and we have nothing to do with this problem. She just needs to call G.E. back and have the service man come back to complete the repair. If he can't find the serial number again, all he has to do is call us and we can tell him where to find it on the machine (which we could of done the first time if someone let us know). She should be sending this complaint to the G.E. repair man.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

It has been impossible fo r me to reach anyone at GE. I have been put on hold and my calls have not been returned. Today I contacted the [redacted] of GE. The store should have made the outreach to GE on my behalf. Even GE was surprised when I told them the story because they said the merchant who sold the broken item is the one who should set up the service.

[Your Answer Here]

In order for the Revdex.com to appropriately process your response, you MUST answer the question above.

Sincerely,

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

I find the company's response interesting: no concernt that I , a customer who bought over $5000.00 worth of appliances from them, have been sitting with no laundry facilities for six weeks. Where is their good faith effort to ensure customer's satisfaction? Of course I tried to make an appointment with GE-the technician walked off the job. GE puts everyone on hold for a long time. I am the only customer who had this problem? I highly doubt it. Perhaps Jay's would like to get testimonials from their other customers, not counting the six who previously filed complaints against them. How can this situation be resolved when I STILL have no functioning laundry machine?

[Your Answer Here]

In order for the Revdex.com to appropriately process your response, you MUST answer the question above.

Sincerely,

Business

Response:

The situation with us is resolved because the consumer's complaint should be brought up with G.E. not us. We retail the machine for General Electric. It is General Electric's responsibility to ensure that the machine is working as per the terms and conditions of General Electric's Manufacturer's Warranty (Located in the User Guide). We do not warranty the machine. General Electric does. We are not responsible for G.E.'s mistakes. They are. We recommend, as we always had, to contact General Electric. We are sorry that the initial G.E. service man's ineptitude caused this to be prolonged but that was not our doing. Not one employee of my company did anything to hamper this situation. The consumer's complaint is with G.E. and it should be directed as such.

Review: A wall a/c installed last June is leaking water into the house. It is streaming down the wall. I called 7/** & asked for service. They do not return calls. I had to call back several times. Today I am told they cannot get anyone there until next Wed. Who is going to repair this wall? They should have sent someone within 24 - 48 hours of a complaint like this. I think it is the installation.Desired Settlement: I want someone to fix the a/c. They may need to pay to repair the wall if this goes on much longer.

Business

Response:

I was on vacation during this period so I had to try to find out what happened from the guys that were here. According to my sources, we set up our installer to go check the leaking wall for our next available day. This was during the heat wave so unfortunately that day was Wed 7/**/13. Usually if there is an installation problem that is causing water to come into the house, it presents itself within the first two weeks of having the air conditioner installed. Because it is over a year after it was installed it is very unlikely that anything we did would have caused this. I’m sorry that she had to wait so long but we do not have service technicians on standby. According to the installer, [redacted], he received a phone call from someone in our office telling him that he did not have to go to the house because the customer resolved the issue. As far as I’m aware, the customer had found out that it was not the air conditioner that was causing the leak. I am not 100% sure by any means though because I did not take care of this first hand and no one can remember exactly what happened. As far as we know this has been taken care of but please let me know immediately if it has not. Thanks!!!

Sincerely,

BillJay's Appliances

Review: After much research, I Wanted a 22000 btu split air conditioning unit, was told by man who did estimate that 18000 btu would be enough to cool house. Needless to say 18000, isnt enough to cool the house at all, so Im upset about that. Secondly, unit has been installed now for a bit over a month and is starting to freeze up, something is obviously wrong. Called Jays, was told possible low freon, and that they would send out the installer on Thursday 7/** after 5:00. After waiting until 7:00, I called and was told tech was still coming. 9:00 rolled around and zero phone calls, and tech never showed up. Called Friday 7/** was told tech can come Saturday 7/**. I asked for later in the day and was told no problem, after their scheduled jobs they would come by me. At 5pm I received a call from tech saying he was out of freon and it would be a waste for him to come. Called Jays spoke to [redacted], Install manager, told him all of my complaints from day one, unit was too small (btu), and then all complaints from above. No Response!! he instead told me tech would be here Monday after 5pm. 5:30, [redacted] calls back and says tech would call me Sunday to set something up for the upcoming week. let it be known, that I dont usually complain like this, but its getting ridiculous now and frustrating, feel like Im getting the run around, which is the only reason I contacted Revdex.com.Desired Settlement: If this unit cant be fixed I would like either a replacement with the bigger unit I originally wanted and for some reason talked out of, or if thats not possible the same one. Basically a solution!

Business

Response:

We sent the installer [redacted] back to his house and the unit seems to be working fine. We could not find any problem. The installer gave him his cell phone number and told him to call if there were any other issues.

We have not heard from the customer since. Please let us know if there are any other issues we are not aware of. Thanks.

Sincerely,

Jay's Appliances

3171 Hempstead Tpke.

Levittown, NY 11756

Business

Response:

I’m responding to the rejection concerning [redacted], consumer complaint #[redacted]. We will warranty the unit and the installation through December 31,2014 for the customer. This way he will be covered for the entire summer next year. If he has a problem, just tell him to call and ask for me and I will take care of any issues he may have. I hope this is a satisfactory solution. I would also like to add my apologies for the length of time it took to get someone over and the canceled appointments. Some times it takes several days to get someone out to the house but the added confusion on our part definitely did not help the situation. Thanks for everything. Let me know if you have any other questions.

Sincerely,

Jay's Appliances

3171 Hempstead Tpke.

Levittown, NY 11756

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted] and find that this resolution is satisfactory to me and the matter has been resolved.