Jonny's Appliance Repair

Jonny’s Appliance was contacted by Mr. [redacted] to do a reapir.  He was very adamant about the fact that he had you tubed the problem with his washer and that it needed a clutch.  We explained to Mr. [redacted] that we would bring the clutch with us when we come out to Diagnose his washer. ...

We also explained that the clutch is not normally the root problem and that it may not be worth servicing this older machine for this type of repair.  Mr. [redacted] was again adamant that he knew it needed the clutch and for us to schedule the repair.  Mr. [redacted] was put on the schedule for Wednesday afternoon.  7/14/16 The morning of the scheduled service call the Jonny’s Appliance Technician reviewed his calls as is standard protocol at Jonny’s Appliance.  The Technician noticed the complaint on Mr. [redacted] washer is most common related to transmission failure.  The technician then called Mr. [redacted] to again explain the cost that could be associated with repairing this older machine, and to give him the opportunity to cancel the service call.  Mr. [redacted] was again adamant about the technician coming out to diagnose the washer.  The technician did arrive at the scheduled time and diagnosed the washer.  Mr. [redacted] was not there and had left the home unlocked for the service call.  The Technician found that the transmission was leaking oil down into the clutch.  This would cause the complaint that Mr. [redacted] had pinpointed to the clutch.  However, only repairing the clutch would not prevent this from happening again as the under lying problem was the leaking transmission.  The technician determined the best course of repair would be to replace the transmission and to first try and clean the clutch to see if the clutch would need to be replaced as well.  The technician called Mr. [redacted] while still at the residents.  Mr. [redacted] accused the tech of just trying to up sell him a new appliance.  Mr. [redacted] then told the technician to leave.  7/17/16 Mr. [redacted] contacted the general manager around 5:30 to voice his concerns.  Mr. [redacted] was given the opportunity to express these concerns.  Mr. [redacted] however was not willing to hear anything from the General manager and continued to talk over the General manager and continued to escalate both his tone and volume.  The General Manager gave Mr. [redacted] verbal warning that if he continued to talk over him and to escalate the conversation that he would have no choice but to end the phone call.  The 3rd warning was not acknowledged by Mr. [redacted] and thus the call was terminated by the General Manager.

Review: This complaint also involves: billing, customer service, delivery, refund, repair and service issues. We initially contacted this business to fix a refrigerator. They installed 1 part but the fridge still didn't work. After 5 months of the fridge not working correctly, we found out that an employee lost the model # and they never contacted us to get it again. We paid upfront because they had to order the part. We don't live in the same state so when we finally went to the house, we found out the fridge is still broken. We asked for a refund, they said it wasn't their problem that the employee lost the info and they "don't have time for this st." We were also told not to call back about this problem.We offered to pay for the part cost but asked them to work with us to find a solution that we would both be happy with. They responded that they will not be giving us any money back.Desired Settlement: We initially wanted the entire amount of $184.00 refunded to our credit card but we are willing to pay for the part in the amount of $75 and want the balance of $109 refunded. We would also like this documented against their business.

Review: I called this company to fix my 3 yr old LG refrigerator since the freezer quit freezing,they pre-charge for any service calls, so I had to give my credit card for a $79 service call charge, their tech came out pulled the refrigerator out & called the LG company, he had the LG person on speaker phone, together they ran tests on the back circuit board, the lady from LG said that she couldn't find anything wrong with the circuit board, & the tech guy ([redacted]) said, well it doesn't freeze so we need a new one, she said, well ok, has the customer messed with the back of this refrigerator? I answered no. So, the tech orders a new circuit board to fix our freezer that doesn't freeze, he charges us $455, which I had to prepay with a check. He comes back in a week or so & installs the new circuit board, the next day we call Jonny's Appliance back & tell them that the freezer still does not work, [redacted] comes back out & says, well it must be the two evaporators that are bad & that will be another $500 to have them repaired. My husband called the Jonny's Appliance number & asked for them to refund our $455 from the first service call since the tech ([redacted])misdiagnosed the problem, the lady told my husband that she would have the mgr call him back, they never called back. Approximately 2 weeks later we called another service co. to come look at the LG refrigerator that still won't work, This company came out, said that the compressor was bad & a fan in the back was bent, they said the evaporators are fine & he said that the compressor is still under warranty, so they will be fixing the refrig for $300. My complaint is that I spent $455 on a new circuit board that didn't need replaced (I heard the LG factory person tell the tech that the tests on the existing circuit board was fine)& the tech then said it was the two evaporator coolers that needed replaced, which was wrong also & he never mentioned the compressor or broken fan in the back, we called Jonnys again to ask for a refund, they told us noDesired Settlement: I would like my $455 back from Jonny's Appliance, they did not diagnose the problem with the refrigerator and will not stand by their misdiagnosis

Business

Response:

On Aug 19, our tech diagnosed the refrigerator as needing the control & did confirm that with the manufacturer, due to the freezer evap fan was not working and the IM would not cycle. The complaint we were responding to was that the dispenser was not dispensing ice. On Aug 26th, after replacing the control, the evap fan started working and the IM cycled as it should. OnAug 27 they called back to say the freezer was not cooling, this was a different complaint that what we went out originally for, we went back out onAug 28 at no charge and found the unit also needed a sealed system repair, consisting of the compressor and the evaporators. He quoted the customer $351 for the compressor & $136 for each evaporator and $400-500 for labor and miscellaneous including refrigerant. At that time he informed the customer that it would be very expensive to repair & he could remove the board, so the customer was not charged for that. The customer told our tech to leave the board in because they wanted to continue with the repair and they would call us back after they talked about it. On Oct 2nd, the customer called back to say they wanted a refund for the board. I was unable to give refund due to time frame being over 30 days at that point.

The diagnosis was $79, the labor to install the board was $40 and the part was $336.

We would have been more than happy to remove the board that day and refund them. But they chose not to do that.

If they would have provided us with purchase information, we could have continued the repair under manufacturer warranty at no charge, but that was not mentioned.

I am sorry they are unhappy with our tech, but we stand by our diagnosis.

Jonny's Appliance & TV Repair

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Bozeman Office

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Consumer

Response:

[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 Administratively Resolved]

Revdex.com,

I have reviewed the response made by the business in reference to complaint ID [redacted] and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.

The company's response with the amounts and types of repairs and diagnosis is not what we were told! At no time did the tech talk about the refrigerator needing a compressor and the tech DID know what dates we purchased the refrigerator. And, regarding the circuit board, I was here and heard the LG person on the other end of the phone line say that everything checked out, but that they would go ahead and put one in anyway! Our original call to this repair company was that our ice would not dispense, there was water leaking on the door and the freezer would not freeze (3 things) and the I was there when I went over ALL three with the tech on the first day of his visit. So Jonnys Appliance owes us a refund!!!!

Regards,

Business

Response:

Again, I am sorry the customer is unhappy with our service. Our diagnosis stands. The customer waited over the limit to ask for a refund on an electrical part.

Jonny's Appliance & TV Repair

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Bozeman Office

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Consumer

Response:

[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 Administratively Resolved]

Revdex.com,

I have reviewed the response made by the business in reference to complaint ID [redacted] and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.

I am not accepting their statement that we waited too long to ask for a refund, we called them the next day after the circuit board was put in, and the freezer did not work, and that is when they came up with needing two evaporators, nothing was mentioned about a compressor, so I still want my money refunded.

Regards,

Review: Exactly a month after the manufacture's warranty had expired, on my year old 50 inch Panasonic plasma the T.V. died. After speaking with a Panasonic customer service representative they instructed me to take it to my local T.V. repair shop,(Jonny's Appliance)to see what the problem was. I took the T.V. directly to Jonny's Appliance and personally handed them a proof of purchase, receipt of the original sale, and a fax number which they said they required in order to fax Panasonic an invoice of parts and labor. I was told that the cost for the diagnosis would run $135. I agreed to that charge and gave them, my credit card number. I was then told that they would fax the repair order to Panasonic and wait to see what Panasonic would cover, if anything. I asked explicitly to have Jonny's Appliance give me a verbal quote on the total cost of labor and parts BEFORE any work was to be completed, which was agreed to. A week and a half went by and I received a call from Jonny's Appliance and was informed that the part which they would need to repair my T.V. was no longer available and that the T.V was " not repairable" and that they were going to charge my credit card for $135 the diagnosis which I had agreed to. After this, I went out and purchased a brand new T.V. Two and a half months went by when I received a call from Jonny's Appliance telling me that my T.V. was repaired and to come pick it up. I bit confused, I asked how much it cost as I had been told that the T.V. was not repairable and had asked that a quote be given to me before any work was to be completed. I was told that it was covered under warranty and there would be no charge. I took the T.V. and was happy to gift it to a friend as I now had an extra T.V. I received another call about two weeks later from Jonny's Appliance. They said, "as it turns out, Panasonic will not cover the T.V. and that we need to run your credit card for a $512 repair! I did pay the $135 I had agreed to plus $20 for shipping.Desired Settlement: Having falsified information concerning the reparability of my television, neglecting my work order for two and a half months, by supplying parts and labor with out my approval, falsely leading me to believe the T.V. was completely covered under warranty, and having already paid what I had initially agreed to, I respectfully request that I not be billed for the parts and labor that was performed on my television without my consent. I have documentation and eyewitness to support my claim.

Business

Response:

While we are currently working towards a formal and final response, we respectfully object to the statement made by Ms. [redacted] Furthermore, this is the first notice that I have received in regards to this matter. Therefore, I will need a week to review the allegations and (hopefully) conclude this matter.

Lastly, we have been in contact with Ms. [redacted] since this report was filed and have resolved the issue of payment for the parts. Panasonic agreed to pay the charges for parts. Panasonic is firm that Ms. [redacted] did not follow the proper steps for her warranty payment and that is why they rejected the claim. As to my knowledge. the issue has been resolved with Ms. [redacted]-depsite her threatening to sue our business, etc...We went above and beyond to help get her payment, even though her TV was out of warranty. She verbally abused our staff and refused to return phone calls during the process of resolving her complaint.

Sincerely,