J&M Appliance, Inc.

Initial Business Response /* (1000, 5, 2016/04/11) */
Contact Name and Title: *** *** Office Mgr
Contact Phone: ***
Contact Email: ***@jmappliance.com
To whom it may concern,
in response to the notice from customer to Revdex.com,
excerpt of service performed
Customer has
extended warrantyThey require authorization prior to doing any repairs
January 13th, customers' info was dispatched to us indicating ice buildup, icemaker leaking
Tech found that Icemaker shorted out, needed to be replaced, warranty company authorized repair
TEch replaced icemaker, tested unit ok
Feb4th, another dispatch from warranty company that unit is not making ice, just frozen puddle
Technician found new Icemaker malfunctioned, and inlet valve failed
Autho was approved, tech returned to home no one was homeCalled customer stated another company was out, unit is fixed
Feb 23rd, dispatch from extwarranty company ice buildup, unit doesn't cool
Technician arrived at the home, note on door stating customer will not be home until later
We left a message for the customer to reschedule appointment
2/rescheduled, tech arrived, attempted to re-evaluate, customer got upset and was disrespectful to tech
Technician left the home
I personally spoke with the customer who was very upset, I advised her to speak to her extwarranty company because
she didn't understand why our technician had to re-evaluate the unit
I advised her of the extwarranty protocol and advised her once again to advise them
I advised her that our technician that runs that area wishes not to return
I rescheduled the customer with a different technician
3/Technician arrived, replaced defective icemaker, advised customer that unit will cycle within hours
unit was cooling ok at this time
3/18/dispatch, no ice
Technician called the technician line at GE to get further assistance
They advised additional parts to get icemaker functioning
Autho was sent to extwarranty company twice, received approval on 3/28/
4/5/2016, technician was dispatched to the homeCustomer advised that unit wasn't cooling proper either
Technician ran tests, found compressor not responding properly
This is now escalating to a 'sealed system' issue which is covered by the manufacturer
We are now dealing with the manufacturer who requires the proof of purchase to proceed
Extended warranty company can not share that information.(privacy act)
4/08/Called customer we need receipt, customer to fax
4/11/rec'd copy of receiptParts on order
Customer called upset, advised us that she will do what she needs to doThreatening to complain to Revdex.com, and give bad report to Yelp and whomever else she can think of
We currently have parts on order with manufto proceed the repair
From my research I found that, Yes we have been to this customers home several times!
Yes We've repaired issues that were addressed at the time
After we received the dispatch stating that the unit wasn't cooling proper, we addressed that issue and are working to repair
It's unfortunate that at times multiple issues exist and multiple warranty and repair companies are involved
We have to follow proper protocol and attempt to address each issue to best repair this unit
We understand that the customer is frustrated!
Initial Consumer Rebuttal /* (3000, 7, 2016/04/13) */
(The consumer indicated he/she DID NOT accept the response from the business.)
JM is not an honest company and they don't care about customer serviceFour months later my refrigerator fixed and now has been completely out since March 30, It is not reasonable to have to wait that long to get it fixed just because it is under warrantyI have contacted JM, Pacific Sales & Warranty Company over from my cell phone aloneI also called from home, work and my husband has also calledI wished I had kept a log of all the whole nightmare but, I never thought my family would be faced which such nightmareThe bottom line is they have replaced my ice maker twice, they told me to replace my water filter to see if that would fix the problem and it didn't so, after seven visits to my house me taking time off work every time , they have order another part to see if that is going to workIt is April 13, and it has been Jan 7, when I reported my refrigerator was not working rightI was asked was it was doing and I responded that it was not making iceThere first visit was on the 1/13/I called the 19th, 22nd, 25th, 26th, Feb 2nd, I requested the warranty company send someone else since JM was not respondingJM shows ups one day, and wanted to replace the ice maker again, told him the warranty company told me they were going to send me someone since they were not respondingI called the warranty company and asked them why JM showed up and they said I was stuck with JM and I had no other choiceI took pictures and sent them a video Febto show them what the fridge was doing but, I did not get any response from themI had to call on the 9thThey did not come out on the 23rd, I did not leave a note on the door, we have a gate and nobody can enter the property without the gate open so, that is complete lieThey have my cell and have called me to let me know they are on the wayMy first call to get this resolved was Jan 7, and I am not confident that they are going to fix itI feel my family is being punished and abused and I am afraid that will do a "shotty" job or cause further damageIt is not like they are repairing a toaster; my family really needs this basic necessity to store our foodMy family has had to eat out every single day since March 30th and that is just not right! It has been plain ridicules this whole situation that could have been resolved months ago if they cared about the consumerIt should not take over calls, over visits (I lost count after 7) that I had to take time off for and months and it is still not fixedI call them and they say "oh, it MrsReyes" and give me some excuse and it is really upsettingThis is the first time I have complained about a company and it should not take this to get a resolutionTheir response that it is "unfortunate" is unacceptable, they are in the business and should know how to expedite and fix refrigerators!
Final Consumer Response /* (4200, 11, 2016/04/17) */
(The consumer indicated he/she DID NOT accept the response from the business.)
This company is worthless! Beginning with ***! She was forced to speak to me because I filed this complaint with the Revdex.com otherwise, she would be oblivious to what is going on in her company*** did nothing to better the image of this company and she was annoyed that I filed this complaint and made mention of it a few times during our minute conversationShe should have been concerned with correcting the harm her company has done to my familyI am embarrassed that she calls herself a managerI have employees and I manage services for a city of over 80,people six days a week and as head organization, there are ways to correct situations when a customer has been treated so horribly*** was annoyed that she had to speak to me and told me had no clue of the ordeal JM appliance has put my family throughShe would not have had to speak if, she would have had her company fix my refrigerator over four and half months agoI first called in in 1/7/and On Thursday 4/14/*** stated,the best this company can do was Tuesday 4-19-because that was when her tech was in the areaOver days after her employee came for the 9th time and finally came and saw my refrigerator completely deadThey knew when the parts they ordered "this time", why, after all they have put my family through, not schedule for it? it was purposely done*** calls herself a manager, she could have scheduled for itThe most the tech has ever been here is under an hourThis is unacceptable and there is no excuse and treating customers with such horrible service*** asked what is it that I wanted to do at this point and I asked her what were my options and she said, they can come out and install the parts they ordered or it was up to me and I had one second to decideI responded that I had no options I was stuck with using them according to the warranty company so, for her to ask me what I wanted to do at this point was a jokeI really concerned that as retaliation for filing this complaint, JM will do something to damage something in my refrigerator further At this point, and half months after my first call on 1-7-I don't trust their competence and I know they don't care about customer serviceI don't recommended that anyone ever use them if they want their refrigerator fixed the first time*** was skilled in not accepting any responsibility for the worthless attempts her company has made to fix the problem the first, second, third, fourth,etcShe is as worthless as JM applianceAll I ask is that they fix my refrigerator right this time and go away and stop trying to bilk the warranty company for all the service calls they are making at my family's expense not to include all the time I have had to take off of work to have them come to my homeIt is not like it is a toaster or a blender that is broken; I challenge anyone to go without a refrigerator for a week and now just imagine the time frame mine has not been working and see how frustrated you would feelWe are done to a cooler with ice and a quart of milk for the kidsIt is malicious and irresponsible and someone, who has control who could have fix this, should be held accountableThat someone is JM appliance and ***, they responsible for all my families miseryI bet her refrigerator is working just finePlease help my family!! Please send the media to assist!!
Final Business Response /* (4000, 13, 2016/04/20) */
Goodmorning,
4/19/Tech reported from home that he has completed the repairThe refrigerator is working properly at temperaturesTechnician replaced the faulty compressor, dryer and access valves are needed to replenish the Freon, inverter board and main cpu board replaced, recommended per manufwhen compressor is changed
Tech was at the home from 8:to 11:30, tech called me upon arrival and departure per request
I called customer at 3:to confirm unit temps are okShe was note home, stated she had an appointment after tech left
I advised customer to email or call me with report on refrigerator
Have not heard back from customer
At this time we are under the impression that the refrigerator is working properly
I hope this is the end of this and the customer can move on
*** ***
Office Manager