Johnson Appliance Service

Ms [redacted] called for service 2/9/15, was scheduled 2/for no cool complaint Customer cancelled call, said was working fine Ms called back 2/@ 2:50pm said it wasn't cooling, so back on schedule for 2/11/in pm found she needed a sealed system major repair, compressor and electricals (start relay, overload) Issue is LG had discontinued using Embraco sourced compressor and started making their own, which needs an upgrade of other parts to make the new compressor work, per a service bulletin @ LG Customer updated on 2/13/15, given labor estimate, was going over with Mr, to calls us back 2/16/called back, approved Requesting ETA from LG for parts Unable to get an eta for all parts, their was a long shoreman strike currently going on, we didn't know at the time, causing delays of parts on containers Some of her items we're on Backorder LG was giving her conflicting information per Ms Then their was an issue of what LG was going to cover, gave Ms all part #'s via an email on 2/20/15, to discuss with LG They gave her a concession on 2/20/ Alexis from LG call us for update on what customer needed, gave information Also spoke to [redacted] at LG Last part EBGremained on BO, ms was calling LG Per [redacted] @ LG, part delayed still, is overseas, could be more weeks Customer had said she could find part online, we can only use part on claim that LG sends, [redacted] @ LG was advising customer to order part online herself Not sure if they would be reimbursing her or not? We finally received the correct part on 3/16/ Next opening for a 2-hr repair job would be 3/18/ Put on schedule, when tech was gathering parts to leave found one of the suction line on the compressor was dented in Have to reorder a 2nd compressor We spoke to LG parts dept and Todd @ LG executive office, then Gary the regional rep from LG Everyone was updated of customers situation Reordered compressor, received 2nd one in also damaged on 3/20/ Updated Ms, we'd need to get yet a 3rd compressor Job was finally completed on 3/27/and to our knowledge is working fine LG covered the labor and parts for the repair We are as frustrated as the customer with the handling, since we have to sit with all the damaged parts, and these are billed to us until the repair is completed This is very unfortunate to have dragged out this long We simply have no other options for obtaining the part and anticipating the chain of events that occurred We are not the manufacturer of the product or the part supplier LG is restrictive with parts and this was a very exceptional situation We don't see what else we could have done to change these events We realize this is more than frustrating for the customer, this is also for us, since we are on the frontline, and can't control all matters Parts changes, parts received damaged, and strikes, we have to endure with the customer We would certainly offer the customer a courtesy credit for a service call in the future, to show that not all matters go this way, and give us an opportunity to show this Regards, [redacted] ***owner

Ms [redacted] called for service 2/9/15, was scheduled 2/10 for no cool complaint.  Customer cancelled call, said was working fine.  Ms called back 2/10 @ 2:50pm said it wasn't cooling, so back on schedule for 2/11/15 in pm.  found she needed a sealed system major repair, compressor and...

electricals (start relay, overload).   Issue is LG had discontinued using Embraco sourced compressor and started making their own, which needs an upgrade of other parts to make the new compressor work, per a service bulletin @ LG.  Customer updated on 2/13/15, given labor estimate, was going over with Mr, to calls us back.  2/16/15 called back, approved.  Requesting ETA from LG for parts.  Unable to get an eta for all parts, their was a long shoreman strike currently going on, we didn't know at the time, causing delays of parts on containers.  Some of her items we're on Backorder.  LG was giving her conflicting information per Ms.  Then their was an issue of what LG was going to cover, gave Ms all part #'s via an email on 2/20/15, to discuss with LG.  They gave her a concession on 2/20/15.  Alexis from LG call us for update on what customer needed, gave information.  Also spoke to [redacted] at LG.  Last part EBG32606502 remained on BO, ms was calling LG.  Per [redacted] @ LG, part delayed still, is overseas, could be 6 more weeks.  Customer had said she could find part online, we can only use part on claim that LG sends, [redacted] @ LG was advising customer to order part online herself.  Not sure if they would be reimbursing her or not?  We finally received the correct part on 3/16/15.  Next opening for a 2-3 hr repair job would be 3/18/15.  Put on schedule, when tech was gathering parts to leave found one of the suction line on the compressor was dented in.  Have to reorder a 2nd compressor.  We spoke to LG parts dept and Todd @ LG executive office, then Gary the regional rep from LG.  Everyone was updated of customers situation.  Reordered compressor, received 2nd one in also damaged on 3/20/15.  Updated Ms, we'd need to get yet a 3rd compressor.  Job was finally completed on 3/27/15 and to our knowledge is working fine.  LG covered the labor and parts for the repair.   We are as frustrated as the customer with the handling, since we have to sit with all the damaged parts, and these are billed to us until the repair is completed.   This is very unfortunate to have dragged out this long.   We simply have no other options for obtaining the part and anticipating the chain of events that occurred.   We are not the manufacturer of the product or the part supplier.  LG is restrictive with parts and this was a very exceptional situation.   We don't see what else we could have done to change these events.   We realize this is more than frustrating for the customer, this is also for us, since we are on the frontline, and can't control all matters.  Parts changes, parts received damaged, and strikes, we have to endure with the customer.   We would certainly offer the customer a courtesy credit for a service call in the future, to show that not all matters go this way, and give us an opportunity to show this.  Regards,[redacted]owner

Review: On the night of Feb. 20th (Friday) our refrigerator stopped working. I called Johnson Appliance on Saturday to request service as their website and voice greeting indicated the store was open from 9A-2P. I tried calling multiple times. No one answered. Called again on Monday and explained our problem. I was told a service tech would be at my house somewhere between 12P-5P on Tuesday, Feb. 24th (. (I would have to leave work but the repair was necessary so I used some vacation time.)

When the tech arrived I explained that the freezer worked fine but the refrigerator was not cold. The tech worked on the refrigerator and stated "he guaranteed it was the evaporator fan motor." There are 2 witnesses to this statement. The tech was told prior to installation that if he was unsure of the problem we did not want the part replaced. So, he replaced the motor, told us it would take about 6-12 hours, 24 hours at the most, for the refrigerator to get cold. The bill was about $330 for labor, motor, and service call.

Thursday morning our refrigerator was still was not working. I called the tech. His voicemail greeting stated his phone was for outbound calls only. I then called the office and was told that they would call him and let him know that I would be calling. I again called the tech and explained that our refrigerator was still not working properly. He said he would call the office to schedule an appointment for him to come back out to the house.

Friday morning I hadn't heard anything so I called the office. He had not scheduled the appointment. I was told the earliest he could come out was Mar. 3rd. I went to the store on my lunch break to find out what was going on. The [redacted] was not in so I spoke with a lady at the front desk. She seemed to understand my frustration and said she would try and get them to come out that day or Saturday. She called back that afternoon and said after speaking to the [redacted] they would not come out until Tuesday, Mar. 3rd because that is the day they “go out of town.” I would have to take time off of work again to meet the tech.

Our refrigerator is running exactly the same as it was before the tech came out and replaced the "faulty" motor.

Johnson Appliance has now cancelled our scheduled appointment today, Tuesday, Mar. 3rd due to the fact that the tech who was scheduled to come out is now sick. I asked if they had any other techs that could come out to our home and was told they are out on other service calls. The soonest someone would be able to come out is Friday, Mar. 6th.

I called Johnson Appliance back to speak to the [redacted], who again, was out of the office. I explained my complaint to the front desk and asked that my message be relayed. I again asked if another service tech could come to our home. I was told that "the tech scheduled to come to our home was sick and wouldn't be able to come anyway because of poor driving conditions." I find this strange as I had been told the other techs were out at other calls. I would think that if the roads were of poor driving conditions, all service calls would be cancelled.

I’m disappointed with the business and its practices. No one has apologized for the huge inconvenience, the miscommunication in scheduling, or that fact that the repair wasn’t a repair. I’ve seen no effort to remedy the situation.Desired Settlement: We would like a complete refund. We have now called another repair agency as we cannot wait any longer to have our refrigerator repaired.

Review: My LG refrigerator broke on 2/7/15, and it is now 3/26/15 and it is still not fixed. I have been dealing with Johnson Appliance during this time, and have had nothing but issues...from people not returning phone calls, to parts not being checked properly when they first come in, which then delayed the service (because they were bent/defected and had to be sent back to the manufacture), service calls being re-scheduled/cancelled, etc. 47 days now with no refrigerator, because of their extremely unorganized customer service.

I also had to deal with them a couple years back for my Frigidaire dryer, and there is still some money owed to me from that...which they are now saying is not true and will ultimately not be crediting me any money. They had came out and replaced a part the first time, dryer still didn't work after that...came out a second time and fixed another part, dryer still continued not to work...finally, the third time they fixed it and got it correct. I paid for the first part, and I remember clearly, that the cost for that part was more than the part that I actually needed...now they are saying otherwise. I NEVER would have used them with my fridge (after the issues I had with my dryer), but they are the only authorized dealer in my area to fix LG products.

I have never been so dissatisfied with a company in my life. It's always excuse after excuse with them.Desired Settlement: I just want my fridge fixed already, and no more "putting it off". For all this trouble, I don't believe they should get a penny out of me...so I would like my service fee of $69.95 refunded. Also, I would like a credit issued for the difference I believe I am still owed on my dryer.

Business

Response:

Ms [redacted] called for service 2/9/15, was scheduled 2/10 for no cool complaint. Customer cancelled call, said was working fine. Ms called back 2/10 @ 2:50pm said it wasn't cooling, so back on schedule for 2/11/15 in pm. found she needed a sealed system major repair, compressor and electricals (start relay, overload). Issue is LG had discontinued using Embraco sourced compressor and started making their own, which needs an upgrade of other parts to make the new compressor work, per a service bulletin @ LG. Customer updated on 2/13/15, given labor estimate, was going over with Mr, to calls us back. 2/16/15 called back, approved. Requesting ETA from LG for parts. Unable to get an eta for all parts, their was a long shoreman strike currently going on, we didn't know at the time, causing delays of parts on containers. Some of her items we're on Backorder. LG was giving her conflicting information per Ms. Then their was an issue of what LG was going to cover, gave Ms all part #'s via an email on 2/20/15, to discuss with LG. They gave her a concession on 2/20/15. Alexis from LG call us for update on what customer needed, gave information. Also spoke to [redacted] at LG. Last part EBG32606502 remained on BO, ms was calling LG. Per [redacted] @ LG, part delayed still, is overseas, could be 6 more weeks. Customer had said she could find part online, we can only use part on claim that LG sends, [redacted] @ LG was advising customer to order part online herself. Not sure if they would be reimbursing her or not? We finally received the correct part on 3/16/15. Next opening for a 2-3 hr repair job would be 3/18/15. Put on schedule, when tech was gathering parts to leave found one of the suction line on the compressor was dented in. Have to reorder a 2nd compressor. We spoke to LG parts dept and Todd @ LG executive office, then Gary the regional rep from LG. Everyone was updated of customers situation. Reordered compressor, received 2nd one in also damaged on 3/20/15. Updated Ms, we'd need to get yet a 3rd compressor. Job was finally completed on 3/27/15 and to our knowledge is working fine. LG covered the labor and parts for the repair. We are as frustrated as the customer with the handling, since we have to sit with all the damaged parts, and these are billed to us until the repair is completed. This is very unfortunate to have dragged out this long. We simply have no other options for obtaining the part and anticipating the chain of events that occurred. We are not the manufacturer of the product or the part supplier. LG is restrictive with parts and this was a very exceptional situation. We don't see what else we could have done to change these events. We realize this is more than frustrating for the customer, this is also for us, since we are on the frontline, and can't control all matters. Parts changes, parts received damaged, and strikes, we have to endure with the customer. We would certainly offer the customer a courtesy credit for a service call in the future, to show that not all matters go this way, and give us an opportunity to show this. Regards,[redacted]owner

Review: ID[redacted]. I called on 8-28-14 about delivery of my air conditioner. I was told it would delivered between 4:30 and 6:30. My wife informed them that we had a meeting at 7pm and would only wait until 6:45 . The tech called at 7:01 to tell me she was twelve minutes out. I told her I was not at home but she could put the unit in the kennel on the table. She did not leave it. I called her on her cell at 8:30 AM the next morning and she did not answer so I left a message that I would be home all day. I then called J.A. the receptionist told me she would call the tech and have her call me. I called J.A. at 1:30, receptionist said she would call the tech again. The receptionist said the tech was having van problems. I called again at 5:45 and told someone would call me back. Minutes alter receptionist called me back and told me the tech would not be able to deliver until Tuesday. For the fifth time I asked to talk to a manager or the boss, I was informed he ([redacted]) would call me. I called for delivery 9-2-14, receptionist said she would check to see if I was scheduled today and call me back. Receptionist called and said early afternoon. I called J.A. at 4:45 and was informed the tech would be at my house next after he finished the service call he was on. The tech showed up at 5pm. I helped him put the unit in place, plugged it in and he left. Before he got to the end of my driveway the breaker tripped. That is what I sent it in for in the first place. I tried to call the tech but it his phone was out going calls only. I called J.A. at 5:15, receptionist said some one would call me am on Wednesday. I called J.A. at 9:45 Wednesday and was told all techs were on calls for the day and some one would call me tommorow. I still have not heard from Mr. [redacted].Desired Settlement: I WANT A AIR CONDITIONER THAT WORKS!

Business

Response:

Hello, we have made contact with Mr [redacted] regarding the Air conditioner matter and are currently still resolving.

On 8/28/14 the tech was running late and did make contact with Mr [redacted] before heading to the residence. The unit is a 12,000 BTU sleeve type air conditioner, which weighs approximately 120 lbs. Originally, Mr [redacted] assisted the tech on initial visit to remove the unit from the wall sleeve and put in the service vehicle. Unit had a shorted compressor, which would then be repaired in the shop. The tech said couldn’t unload alone and wouldn’t be able to return unit if no assistance. The customer was frustrated and expressed this to the technician. The unit was tested in the shop before returning and seemed to be repaired. To address Mr [redacted]’s concern on the parts being on order, we can only order warranty parts from LG directly and did indeed the part on order. We also cleaned the evaporator coils for the customer with a special cleaner, to ensure the unit was in top condition. We also don’t bid for the jobs and have considered not handling certain brands due to part delay issues, since most companies won’t work on brands such as LG these reasons. We support a couple key dealers in this market and that’s one of reason why we handle this brand.

As a manager, I went to the customer’s home 9/8, and rechecked the unit. I suspected a capacitor was failed and returned on 9/11 installed and still tripping circuit breaker Mr agreed to let me take unit back to shop while Mr [redacted] would be gone on a hunting trip for the next week. The matter should be resolved shortly. Sometimes a service matter can be more involved and we surely want to get this wrapped up.

Best Regards,

Johnson Appliance Service

[redacted], manager.

Review: Samsung Service Ticket 4129594584 was issued in March 2015. The original service call was 4/5/15 to diagnose the problem but technician did not hot have correct part available so a return call was required once the part was available.

They unwilling to schedule a return visit to install part even though they are the only authorized service provider in the area,Desired Settlement: Schedule a service call by June 28th to install new part.

Review: Johnson Appliance came out to fix the refrigerator, they finished it on a Tuesday afternoon. We left for a vacation the next morning and when we returned the refrigerator was hot. My wife called them back and they said the soonest they could come and look at it was the next afternoon.Desired Settlement: Fix the refrigerator on time and as soon as called because of faulty work.

Review: I contacted Johnson Appliance on August 3rd after my refrigerator stopped cooling on August 1st. I have a home warranty through HSA Home Warranty. A technician came out to assess the problem on 5 August. He determined what parts needed to be ordered by a visual inspection of the refrigerator. He didn't even remove the rear panel. We called HSA while the technician was at my home so he could explain the nature of the problem and parts required for the repair. The next day on August 6th I spoke with Johnson Appliance to recap the way forward on parts ordering and payment. On August 13th I called Johnson Appliance to check on the status of my parts order and left a message. My call was not returned. On August 14th my credit card was charged for a part not covered by the home warranty at a price of $81.82. I have yet to see a receipt for that charge or any proof that the part, or any other parts covered by the warranty were ever ordered. I called Johnson Appliance again on August 27th, 31st, and September 8th to check on the status of my parts order and spoke to employees who took my name and number and assured that someone would get back to me with a status update and it has never happened. The last information I received in August was that parts were ordered from Samsung but since they ship from overseas, no one could tell me when they might arrive as Johnson Appliance doesn't know where the parts are until they clear customs in the U.S. I find it hard to believe they can't call Samsung with an order number and get a status. It's been a month now with little to no information shared, other than parts are supposedly ordered. I've paid $81.82 for a part that I am to believe has been ordered, and the rest of the parts have been paid for by HSA Home Warranty and also supposedly on order with no proof or confirmation of that order by Johnson Appliance.Desired Settlement: I would like a receipt for the $81.82 I paid for parts not covered by the warranty as well as the $100 I paid for the service call. I would like an invoice or proof of the date and what parts were actually ordered for my refrigerator and when they are expected to arrive. If this can't be accomplished or if parts are not enroute, I'll ask for a refund of the $81.82 I paid for parts and the $100 I paid out of pocket for the service call which was deducted from my checking account on 8/8/15 and will work with the home warranty company to take this matter elsewhere.