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J & M Appliance

480 Business Center Court, Redlands, California, United States, 92373

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J & M Appliance Reviews (%countItem)

J&M quoted me $126 for parts and $210 for labor. When the service tech arrive, he initially said the parts were $126, then he said it was $126 for each refrigerator gasket. He said he would only charge me $150 due to the mix up. He did the work which only took 15 minutes and he did not use any tools. I could have done the job myself without any experience. Oh well, now I know.
Now J&M has been harassing me via phone, emails and letters threatening to send me to collections for $60 difference in labor charges. Really!! I can't believe they are trying to get $60 from me, this is a discussion they should be having with their service tech, who spoke for their company when he lower the labor charge.

J & M Appliance Response • Aug 12, 2020

Hi there, I did receive an email from this customer after many attempts to collect. He indicated the same as in listed in the complaint. This communication would have solved the 'issue' if it would have been brought to my attention earlier!I called, left many emails without any response until the recent one. I did speak with our technician and strangely enough he remembers this customer from quite a while ago!He did adjust the labor at the time of service but neglected to reflect that in his notes. I have adjusted the billing and his account is at a zero balance. I've emailed the customer the same info. Thank you

Customer Response • Aug 12, 2020

Revdex.com:

I have reviewed the response made by the business in reference to complaint ID 14***15, and find that this resolution is satisfactory to me.Thanks

We requested your professional repair services for our LG Dishwasher.
The pump was making a clicking noise. When put back together, it was still making the same sound and the repairman stated it needed a new pump. WE WERE GOING TO BE CHARGER FOR ANOTHER SERVICE CALL
Our service call for an LG product is $139.00 (trip and diagnostic fee) The charge to clean the pump was $159.00.

J&M said: "The labor to replace the pump is quoted at $259.95, (our technician is requesting extra time due to the way the unit is installed.)the part is $64.66 plus $5.01 tax. Total $329.62. We will apply the total you already paid $159.00 to the total of $329.62 which leaves a remaining balance of $170.62".

J & M Appliance Response • Jul 29, 2019

I spoke with Mr. on 7/15/2019There is some discrepancy with the information provided by the customer. Our technician went out for diagnostic, was able to remove some debris from the pump, however in the process he kinked the drain hose which caused it to break. He couldn't test the drain pump without the hose. We ordered the hose, replaced it (no additional charge to the customer since our technician caused the failure of the part) Our technician installed the drain hose, tested the unit and found that the drain pump was noisy and would need to be replaced. (the original problem he called in for)An estimate was provided of $329.62 for the part and labor. The customer paid $159.00 which I advised him we would apply towards the labor. The remaining balance would be $170.62I spoke with the customer: 7/15/19 11:14 MR: customer doesn't want to move forward with the repair, feels it is too much and demanded a discount. I advised I can adjust the labor a little but not much.... he said we would be receiving a negative review and hung up.I never heard back from the customer. Thank you

Customer Response • Jul 29, 2019

I am rejecting this response because: We called to have a "clicking" noise investigated. First repairman did not resolve the issue after putting it back together. It still made a noise. Second repairman fixed what the first repairman broke. I PAID TO HAVE THE CLICKING NOISE FIXED!

My refrigerator was no working property, I contacted Frigidaire Corp and since my Fridge was out of guarantee they referred me to affiliated business to get assistance with re repair for my fridge, which was J & M appliance.
J & M appliance sent over my house a Technician who will charge me $119.00 US Dollars for the Diagnostics and I I will proceed to repair it, the $119.00 will be apply tore the changes for repair.
on 01/22/2019 I agreed and I paid $ 119.00 to *** the technician from J&M appliance; who diagnosed my fridge and told me that the total price will be $360.00 including the part he will order.
about 2 weeks later J&M appliance contacted me that the part had arrived and the Technician came back to my house to install the part and perform the entire repair.
When the technician open my fridge he realized that the original part he had order was working property and it was not need to replace it, he apologize for the inconvenience, he stated that he had misdiagnosed and my fridge didn't need any new parts, that all I needed to do was to defrost from 05/ to 7 days to make sure it was completely defrost and to turn it back after the 7 day and my fridge should work property, to test for a week or 2 and it should work perfectly.
I follow up all his instructions for the first week the fridge show the proper temperature, but I notice was not cooling enough,, bottom line, the after 2 weeks of testing the fridge I realized that I didn't work, that the fridge continued no cooling. my food went on waist and I contacted J&M and I requested my money back as they just misdiagnosed the issue with my fridge twice and made me waist my food and they refused to return my money as I don't feel that I can trust them

I follow all his inst

J & M Appliance Response • Mar 11, 2019

Notes from claim ***1/22/2019 *** found icebox evaporator iced up, air leak into box,needs damper, def. heater limiter and air handler. Gave the customer estimate, customer will contact the office. 1/23/19 Customer called the office, customer wanted quote for just the damper. OK'd for just damper. doesn't want other parts.1/31/19 Steve found major ice buildup at rear of refrigerator and freezer, customer did not want repairs! No parts were installed.I received a message from the customer on 3/4/2019 and spoke with her over the phone. I repeated the above notes from the technician, I'm not sure where 'her' information comes from. The diagnostic charge was paid, she received the diagnostic... didn't want to pay for the entire repair, just partial hoping it would fix the problem. When *** arrived on the 31st he found the refrigerator in worse state, the part she wants to purchase will not fix the problem, she didn't want to continue with repair. I don't see any notes that match the ones she has described on her claim/complaint.

Customer Response • Mar 16, 2019

I am rejecting this response because:J & M response is not correct: On Jan 1, 2019 Mr. (Technician) assumed that the damper needed to be replaced, that it was not opening to let the air flow pass by to cool the fridge, but he didn’t reviewed the damper, he didn’t open it at all to test his assumptions. He just opened the doors of the fridge and assumed the damper was not opening, but that part on the back of the fridge never was touched.Let me explain what J &M Appliance (Mrs.) is referring to partial repair. When Mr. came to see the fridge I have 2 concerns; the mayor one was that the fridge was not cooling and the 2nd that the ice maker was not working. Mr. assumed that the ice maker was broken and he give me the price for fixing the not cooling problem on the amount of $360.00 Dollars, including the part ( they call it damper) and another amount to fix the ice maker which total was going to be about $800.00, but he didn’t even check the ice maker, he didn’t open it, which make me very uncomfortable as he gave me this diagnostic without look at it, therefore; I told him that I will call later to arrange the repair, but as soon Mr. left I went myself and opened the ice maker, I found ice stocked on the ice maker’s spring which was preventing the ice to come out, I cleaned it and it allow the ice maker working property and as of today the ice maker is working perfectly. it was the reason that I didn’t order the ice maker repair, or unneeded parts, because it never was broken and I fixed myself by just cleaning it.I didn’t mention the issue with the ice maker on my original complain because I thought it was irrelevant as I was able to fix it myself, but now that Mrs. brought it out, it reminded me that it was the number 1 miss diagnostic. On Jan 23, 2019 I called and ordered the repair for the cooling and I did explained to Representative who assisted me with the call that I had fixed the ice maker just by removing the stocked ice on the spring, but I did not refuse repair. the Rep even congratulated me and she when ahead and put the order to repair the cooling system and told me that once the part arrive they will contact me.on Jan 31, 2019 Mr. arrived to my house to replace the part as he unscrewed the Damper he realized the original Damper was working correctly and it was not need to replace it, he apologize for the inconvenience, he stated that he had misdiagnosed and my fridge didn't need any new parts, that all it needed to do was to defrost the fridge entirety from 5 to 7 days to make sure it was completely defrost and to turn it back after the 7 day and my fridge should work property, to test it for a week or 2 and it should work perfectly. I follow up all his instructions for the first week the fridge show the proper temperature, but I noticed was not cooling enough to keep the food safe.After the 2 weeks timeframe Mr. had instructed me to test the fridge, I realized the refrigerator was not cooling and the issue persisted, my food went on waist, I decided to report the problem to J &M appliances.I started calling since Feb 21,2019, the receptionist informed me that this type of matter had to be discuss with the Manager (***) but *** was not in, every time I called. the receptionist transferred me several times to her voice mail, but Mrs. never returned my calls. on Feb 28, 2019 I asked the receptionist to please write a note with my name and number and place it on her desk that maybe that way she will call me back, the receptionist stated that she will do it.on March 1, 2019, I called back and asked the receptionist to please place another note on Mrs.’s desk, she stated she did. On March 4, 2019 I called again and finally I got transferred to ***’s extension.I presented the issue to Mrs., I explained her that I had followed all the instructions ***, her technician had instructed me, but the fridge was still no cooling. Mrs. was very hostile, she stated that there was nothing that she could do for me as I was calling a month later. I explained her that I had exhausted all my means trying to contact her during the last 2 weeks, but she insisted that because I called a month later there was nothing that she could do for me.I explained her that I was misdiagnose and in reality Mr. never gave me a correct diagnostic and I was requesting a refund for my $119.00 they charged me for nothing, but she was very rude and stated that it was to late to request a refund because I was calling one month later, ignoring all my previous phone call and messages. As she said on her response:( the diagnostic charge was paid,) Yes I paid it.(She received the diagnostic) No, I didn’t receive a accurate diagnostic, for the ice maker, for the damper, either instructions to defrost the refrigerator was correct) he didn’t suggested any other parts or repairs, he stated all what it needed was to be defrost, as I described above and that will fix my fridge, he didn’t offer any other parts or labor. (customer did not want repairs! ) I was willing to pay for the entire repair which consisted on the damper replacement, but technician apologized to realized he made a mistake, nothing else was offered, he even stated that he will not charge me for this visit as the part didn’t need to be replace, and he took his part back. No parts were installed) of course no part was installed as the technician found it the damper on my fridge was working fine. Mr. didn’t offer me any other repairs, he stated that all the refrigerator needed was to disconnect it and let it completely defrost. J & M appliance has nothing in writing with my signature stating that I refused the repairs. *** might be correct when she said that she doesn’t see any notes that match the one I had describe on my complain, because her notes are no accurate and no based on honest true of this matter. I am a very trustworthy person, I worked for the government, which I had to pass all kind of background checks to work for this entity, my credit score is 840, I had rasen 6 amazing human been which are an asset to this Sociaty, I wouldn’t have to lie for 119.00 dollars, I am making this report because I believe we need to do something to stop this type of fraud and mistreatments to good people, I don’t believe is fear that after taking my money and not doing anything to fix my refrigerator, *** had treated me very unprofessional, and unethical.Mr. was kind, was professional and very honest to accept that he misdiagnosed the whole repair, that he ordered an unneeded part and he apologized, accepting his mistake, so I don’t believe he is lying about this matter. Kind Regards.

I had an appointment with J & M Appliance to service a range hood on 11/15/2018. I was told the employee would be at my house between 1:00 PM and 4:00 PM. The manager at Lowe's (Highland, Ca) Mr. Davis telephoned J & M to confirm the time. Frank the supervisor told Mr Davis that the employee would be at my house between 4:00 Pm & 4:30 PM on 11/15/2018. At 4:50 Pm no one showed up at my house so I telephoned J & M and spoke to Monique. She informed me they had cancelled my service call and turned it back over to Whirlpool. Yet no one telephoned me to notify me the service call got cancelled. So I sat at my house for 4 hours. What a complete waste of time.

J & M Appliance Response • Nov 19, 2018

Hi there, We received this work order on 11/13/2018 (our first work order for this customer/unit)Customer complaint: inside light on right side will not turn on. Our parts supervisor called the customer to get the proper model number to possibly bring the part needed. Notes from our parts supervisors conversation with customer. Customer stated he is going to call Lowes and find out who was out here and why he needs 3 service calls to fix this unit. Customer kept going on and on, seems verify upset about everything and was on the verge of exploding. Customer will be calling us back after he speaks to lowes.Return call to scheduling staff: Customer was demanding that we have all the parts we would need to fix the unit. I advised him that I can have my part dept. order the bulb and then set up a service call. he then went off that the Bch from lowes didnt know what she was doing and doesnt understand why we have to go out and diag the unit and just not replace it and I told him we dont run off of other companies diagnostic. he said he was going to call lowes and see what the hell is going on. This conversation was brought to my attention (due to the customers tone of voice and choice of language) I decided to cancelled the workorder through Whirlpool dispatching system. It is then their job to advise the customer and assist the customer with another servicer.We never scheduled an appointment for this customer, Lowes had advised him when we had the next available appointment at which time the customer can call our staff to confirm the suggested appointment.I spoke with the customer on Friday and advised him he didn't have an appointment and that Whirlpool should have advised him of the change. He rudely advised me that he expected someone from our F'n company to show up within the next F'n 30 minutes and he would call f'n Lowes in the meantime to give them a f'n hell. I advised the customer to have a great day and disconnected the call.

J&M Appliance was selected by our appliance company (Frigidaire/Electrolux) to fix our brand new oven. Our house was just remodeled so everything was brand new including the surrounding cabinets. J&M (***. ) came to our house about 10-12 times to try and fix the oven. The last time (I would say about the 13th time) the President *** came out with ***. John didn't wait for ***o help him and he pulled the oven out by himself damaging the facing of the surrounding wood. *** had done this 12 times before and had never damaged anything. When we pointed out the damage John said to have Electrolux pay for it as he smirked. *** said "Let John calm down for a week and then contact *** in our office and they will make it right especially since I saw John damage it." A couple days later I contacted *** and she said that they would make it right but she would have to talk to John about it. I emailed *** a quote to fix the cabinets for approximately $900 (instead of the higher quote I received). Two weeks later I called back and spoke to John who advised he would only pay for half because he thinks you can't pull the oven out without damage the surrounding wood (even though *** had done it multiple times just fine with no damage). I advised the damage was his fault and therefore he should have to pay to repair it and if he didn't want to pay for it he could turn it in to his insurance but they stated they didn't want their insurance premiums to go up. I started emailing with *** afterwards to advise them I would file with Revdex.com and she said he didn't want to change his mind. I have the original invoice indicating they damaged the wall and then I asked *** for an electronic copy, the wording was changed to say the wall was already damaged. I have proof that he changed the wording and that is fraud. *** emailed and said she wasn't sure why he would change the wording. We have date stamped pictures of when our remodel was completed showing no damage to the wood around the oven and now we have pictures after *** visit showing the damage.

J & M Appliance Response • Jun 14, 2018

Goodafternoon, Thank you for forwarding this complaint to us and allow a response. Customer *** has been a customer since 11/2017 We have two invoices for this customer. The first repair has several notes that indicate installation issues. Our technician *** added a note on 12/6/2017 stating:'while sliding oven forward enough to reach relay board I snagged the side of cabinet which is refinished panel, not solid wood so it separated a little. Customer will try to get his friend to fix it. took pictures.Several attempts were made to get a 'non damaged/scratched' panel in from the manufacturer for the necessary repair. Technician *** made an additional note: need extra time and helper due to cabinet set up.Part was replaced, customer to monitor. Customer called back stating there was a loud humming noise. Technician *** was scheduled back out, he contacted the "tech assist' of the manufacturer ( a standard procedure required by the manuf.) Per their input we ordered a panel mounting kit. 4/10/18 10:14: MT there 4/10 TUE, 8:18 to 10:08, replaced cover and duct, tightened all screws and secured corners with aluminum tape....called techlined,,,wants recording sent, gave case # 81545266 send to r***.Customer doesn't want another fix, wants unit replaced. 4/25/18 15:24 KC: customer said frg suppose to exchange unit but they told him he should hear back by today (wed). He is going to call frg and see if exchange was approved and he will call back us to let us know4/26/18 12:51 KC: Ralphesha from FRG called to check status-advised her of above. She said she is going to let customer know we need to go finish the repair. she said they are not exchanging unit at this time..4/30/18 13:10: MT there 4/30 MON, 11:36 to 13:01, with john on call.....was able to isolate noise to fan motor vibrating against its own metal housing....insulated it and tested with unit in and out of the housing....side of wall was damaged all ready ...took pic,,,noise is good as of now...; Job Cmpltd,5/21/18 11:41 MR: CABINET DAMAGE PER CUSTOMER HE WILL HAVE HIS CONTRACTOR SEND US A QUOTE John provided the notes: Customer was informed that the strip was already loose. Pictures were taken. The 'cabinet hole' isn't big enough for unit which I consider an install problem. The unit has to be tweaked and wiggled to get it out for repairs. The problem was made worse because it catches on removal. In good will and fair I offered the customer to pay half of the estimate provided $450.00 for the repair. If the install isn't corrected the issue will continue to be a problem. The customer refused our offer , case closed. There were a total of 7 visits to customers home including diagnosing unit which doesn't require removal of the oven. 11/21/2017 (diagnose)12/06/2017 (snagged side panel)01/18 (diagnose)02/2203/20 (diagnose)04/10 (not home) 04/30 Thank you for your time. *** RoqueCOO/Chief operating officer.

Customer Response • Jun 18, 2018

I am rejecting this response because:
While *** did damage the cabinet/surrounding wood in December I did tell ***hat I would pay to have it fixed and not turn it in to his boss. So I paid for that out of my own pocket. However, *** has pulled the oven out SEVERAL times afterwards not damaging anything. Once John came on 4/30/18, he caused significant damage and that is unacceptable and he should have to pay to repair the damage he caused that was not previously there before he showed up to my house. Like I said we have before and after pictures. I have the original receipt with notes from this date stating they damaged the wall; and then after complaining to the company and sending a quote he said he would only agree to paying for half of it. Then after asking for a copy of the work order from that day (even though I have the original) they changed the wording on the notes to say the damage was already there. I have proof that they changed the wording and that is FRAUD. I have records of the dates J&M were here also to fix the faulty oven but that is a moot point. The point is John caused damage on 4/30/18 and should pay to repair it. They admitted in their notes/email to Revdex.com that he damaged it and that we would send them the quote to fix it per *** comment at the exact time he damaged it. Again, if he doesn't want to pay to fix the damage he caused he can turn it in to his insurance and they will pay. It doesn't matter to me how he pays, just as long as he pays to repair the damage he caused. We had a quote from another reputable company for $1,250 but send him the lower quote of $900 out of courtesy. We are just looking for John to pay to repair the damage he caused. I do not want to have to take legal action but I will if that is what it will take.

On Dec 5,2017 J &M sent one of their employees to my home for service for drain not
draining from my dishwasher On Dec 18,2017 the person came back with the parts on the first visit he had take my dishwasher apart my baskets from the inside of the dishwasher pulled the dishwasher from wall took the bottom cover that covered the opening at the bottom of my dishwasher.So he just sit the ranks inside the dishwasher and left. When he return on Dec 18 2017 with parts he put the drain hose on and the basket back in. After that I left to go on vacation when I return at the end of Jan 2018 I wented to use the dishwasher the basket where not rolling right and was uneven the bottom of the dishwasher was not put back to togerher.So I called my home warranty and they sent J &M back call that in on Feb 4 2018 and J &m came back on Feb 14, 2018.The new guy order the parts everything was broken and this a new washer purchased and installed by Sears warranty wouldn't pay for parts because because they said had nothing to do with my first service call.And J& M is refusing to take responsible for their employer damaging my washer and I have spoken to their service manager and when I ask to spoke to some over her as *** it she was very rude.

J & M Appliance Response • Apr 24, 2018

To whom it may concern

I have attached the two work orders from our company. First work order was in Nov. 2017, L work order Feb, 2018 There is a 3 month time span in which there was no communication from the customer stating there was an issue after the initial repair? I spoke with the customer on 4/11/2018 (2 months after the 2nd work order) She advised me that she was on vacation during the holidays and returned in January... no explanation what happened after the 2nd visit?

Our technician states that he did not remove the racks to replace the drain system. Therefore the damage claim the customer has issued is not valid. The unit is 4 years old, not new as indicated on the customer complaint. (see purchase date on the invoice) Quite possible that it is 'wear and tear' issue.

The extended warranty company has 'denied' the claim and will not replace any of the parts needed. The repair/parts are apparently not part of the customer's contract. I firmly believe that after the customer received the 'denied' claim from the extended warranty company that she now has decided that j&m Appliance is liable?

After explaining to the customer that she has to advise the extended warranty as we are not able to assist with a denied claim from a 3d party warranty company. She asked to speak to someone 'above me' and I advised her of my position at j&m. At no time was I rude to the customer. She has called repeatedly and I have repeatedly listened to as much as 20 minutes at a time to the same conversation. She is not happy that this unit is not being repaired by the warranty company and has decided to issue a complaint against j&m Appliance?

I don't believe this is a valid complaint against our company.

*** COO/Chief operating officer ***@jmappliance.com

Customer Response • May 04, 2018

I am rejecting this response because:I will be faxing my response on May 4Thank you*** OP

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Address: 480 Business Center Court, Redlands, California, United States, 92373

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