Just Appliance Repair, Inc.

The business has responded Please see below:Thank you for the opportunity to respond to the customerTo clarify, we made the customer aware that we are not *** Warrany Service providers, we are not subcontracted by *** to service their warranty customersAs previously stated, we have no way of knowing if the customer has a warranty or not, that is the customers responsibilityThe customer was given an estimate for the out of pocket cost for the repair and the option to purchase a service agreement that would cover several appliancesThe customer decided to purchase the service agreement, which was added to her work orderThe customer acknowledges she read the terms to order her parts and begin her service agreementThe customer also signed the acknowledgement stating Trip, Service, Service Agreements, Parts/Electronics and Labor Fees are nonrefundable, all sales are finalA Service Agreement is a digitally delivered document, which at obtaining of customer signature, is authorized, immediately in effect, considered rendered and non-refundableit is the customer's responsibility to keep a copy of the invoice for their recordsThe invoice was emailed to the customer at the email address she providedThe customer called the office back to make us aware she was under warranty, two days after the initial repair call and that she had *** come out to fix her applianceAs per our terms and conditions, as the customer no longer wants the service agreement, the customer will receive an account credit only, for any services she would like performed in the futureThank you for your feedback

We are sorry to read that the customer feels this way and is dissatisfiedThe
customer called Just Appliance repair in October of 2015, regarding an LG washer which was experiencing two issues- spins like it is out of control bleach and softener dispensers holding waterA technician was dispatched and the problem was addressed, the customer paid for the service provided and signed the completion as to her satisfactionThe customer called in early Jan stating that the problem of spinning had come backAs we warranty our parts and labor for days, the customer was informed that only a trip charge would be expectedThe customer refusedAs per our terms and conditions, signed by the customer, a trip charge is incurred for a previously diagnosed problemThe customer may call at anytime to schedule a return appointmentWe are happy to assistWe thank you for your feed back and the opportunity to address her concerns

Again thank you for allowing us to respond to the customer complaint*** ***'s first repair was completed on March *** and her refrigerator was running fineHer second call to us stating that the fridge experienced a second failure and was no longer cooling came on April ***, two weeks later. *** ***, was only asked to pay the trip charge, and was not charge for the additional parts or the overnight shipping, as a courtesy to her and in acknowledgement of her child's medical needsWhen she reported that the fridge was still having a problem, she was asked to allow the office to reach her technicianso that he could reach out to her and schedule to resolve her issue same dayThe customer, understandably being impatient called the office several times in a short time frame- she was already aware that the technician was out in the field and would contact her as soon as possibleRather than allow the technician time to contact her, she immediately posted her complaint hereAs stated previously, since Just Appliance Repair had, as a courtesy, paid for her parts and overnight shipping, we would have gladly resolved the customer's issues as parts and labor are warrantied for daysSince the customer made it clear when speaking to the office that the tech was "incompetent" and she had no faith in his ability to fix her fridge and that she should call someone else, Just Appliance Repair responded to her complaint and closed the work order. The customer understands that there are no refunds on parts (she did not pay for any) labor and trip chargesWe are sorry that the customer was dissatisfied, but understand and respect the customer's feelings and opinionThank you

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# ***, and have determined that my complaint has NOT been resolved because:
[Your Answer Here]
Bullied is a string and inaccurate description of the burden of repeated calls to attend to a repair that was not completed but paid in fullThus company has an unfortunate view of their obligations, especially she they require payment in advance of completed service. I have indeed called multiple timesI also specifically said I would file a complaint with the Revdex.com if I were not contacted to propose a plan for repair Unlike this company, I follow through with my wordIt is worth noting that I would not have disputed an additional charge if a subsequent repair was necessaryHowever, I never had a chance to consult with a technician since I never received a call back WEEKS have passed and no repairs nor returned calls nor service plan has been offered I did indeed seek repair from another repair service and had to pay a new service fee to fix the work that he told me was done incorrectly by this company I was told the repair was only partially completed I would like to amend my resolution to receive a refund of at least dollars
In order for the Revdex.com to appropriately process your response, you MUST answer the question above
Sincerely,
*** *** ***

Thank you again for the opportunity to respond. Firstly, we do not have to be listed on the Dacor website to repair their appliances, furthermore, at no time did we present ourselves as a preferred service provider or warranty servicer for DacorWhen you contacted us, you asked if we repaired themWhen you were reached on May *** the staffer alerted you to the fact that a message had been previously left for you, on May *** for which we received no call backIt was further discussed with you the reason for the original call was in regards to the removal of the oven and tried to ascertain the current status of the removal for your part installationIt is the customer's obligation to make their appliances accessible to technicians, to avoid injury to the techs and possible damage to customer propertyThis is for the protection and safety of allAs previously stated, diagnostic/trip charges are non refundable, a service call was scheduled and kept

The business has responded Please see below:
Thank you for allowing us to address your concernsWe are sorry to hear that you had a bad experience with usYou paid for a
appliance service agreementYou understood that Trip/Service/Diagnostic, Parts/Electronics, Labor Fees, Service Agreements are Non-Refundable, all sales are finalAccount credit is given onlyThe washer in question was an older model and parts have been discontinued for it by many manufacturersIn an effort to repair it, a replacement for the necessary part was orderedUnfortunately this part could not be used to resolve the issueThe technician suggested that he would try to find a replacement machine to fit your specific dimensions, however, he was unable to do soAs we were unable to repair the washer, the technician requested a voided agreement and a partial refund be given minus the labor and trip charge for the repair, as a courtesyDue to procedural changes in the refund process, your payment has been delayedThe current time frame for refunds is 6-weeksWe apologize for the inconvenience and appreciate your patience in this matter as we streamline our systems to offer better service to our customers.You will be contacted immediately once processing has been completed and your refund is ready to be sentThank you

Thank you for the opportunity to respondWe are sorry to hear that the customer feels taken advantage ofRepairs are made within the shortest time frame possible so that the customer can get back to their daily routinesWhile we make every effort to accommodate all reasonable requests, ***
*** wanted her repair done in a particular time frameThe part was a special order, carried by very fewThe technician was able to find a supplier to place the order through, however it did not arrive before the customer's deadlineThe customer decided to cancel her service agreement covering multiple appliances for that reasonShe only paid a portion, basically covering her part order onlyWe can not return special orders and or electronics*** *** was aware that refunds are not given, that all ales are final, and that account credit is given only, to be used toward any future repair the customer may needThe customer has spoken to office staff several times, had received a copy of the invoice, showing her signature acknowledgement of the same and has been sent an updated invoice showing the credit to her accountWe hope this clarifies the issue and thank the customer for her feedback

Tech appears without basic parts, says he will order it and get back to me Charges and is paid for the visit I had to make numerous calls to find out when I can expect service Inconsistent return calls, not always to alternate phone number given to them Non responsive information when they have returned a call Many weeks later am told part is in and appointment set up for August between - pm At ten to five I phoned to get an idea when to expect tech Office manager Carolyn calls me back to say tech was still at another service call and would not be coming here Why did not the tech call me, a customer, himself to say he could not be here? Carolyn set up another appt for August After thinking it over, I decided I would not want Just Appliance "servicing" my washing machine and canceled (Service was to be in Hopewell Junction)

The business has responded Please see below:
Thank you for allowing us to address the customer's concerns and issuesWe are sorry to read that the customer feels she did not receive
the service she paid forTo be clear, the customer called on 12/**/regarding a repair for a *** cook topThe technician diagnosed her problem and gave her the cost of repairThe customer was also given the option to cover several appliances on a service agreement, which she decided would be more economical to purchaseThe parts for repair were ordered and the customer was made aware on 12/** that the parts were not readily available through our vendor and that there would be a delay, asking her to reschedule for Wed12/** rather than the ***The customer did not respondAnother message for the customer was left on 12/**, the customer still did not respond to the reschedule requestWhen the customer did call back, she stated that she had a 5year warranty on the *** cook top and no longer wanted service as she had it repaired by *** and that we should have been aware she was under warrantyThis is impossible, as we are neither Gaggenau, nor are we the vendor she purchased the appliance fromIt is the customer's sole responsibility, as the owner of the appliance, to know this pertinent information and to contact the proper entitiesIn reference to the service agreement the customer purchased, it was for multiple appliances and she may remove the cook top and replace with any other appliance she would likeAs the customer's signature acknowledges, the customer was aware that service agreements are non refundable, all sales are finalWe are glad to hear that the cook top was repaired for the customer, once she contacted the vendor she purchased it through and that *** techs addressed her issuesThis incident is in no way the fault of Just Appliance Repair and as stated, we will gladly allow the customer to remove the cook top fro m the agreement, but service agreements are non refundable, all sales are finalThe customer was aware of this and signed the terms and conditions in acknowledgementAgain, we thank you for the opportunity to address the customer's concerns and clarify the situation

Thank you for allowing us to respond to *** ***'s complaintThe customer was made aware that the parts necessary for her repair are discontinued by the manufacturer and has been partially refund.*** *** will receive the outstanding balance and will be alertedWe apologize for any
inconvenience this may have caused the customerWe thank the customer for her feedback, we appreciate the chance to address customerissues and improve upon the customer experience

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# ***, and have determined that my complaint has NOT been resolved because:
We did not receive services that they claim to provide They mis-diagnosed the problem and tried to lock us into an agreement that we did not agree to They claim they tried to contact us and send us a copy of the contract but this is not true We did not receive a copy of the contract until we complained about their mistreatment of service We did not receive any phone calls until after we filed a complaint Finally, upon calling them for service, they claimed they were *** certified In their response, they are now claiming they are not certified The technicians were not as knowledgeable as they claim We are not the only ones complaining about this companies services as we have looked up on this and other sites after the fact
In order for the Revdex.com to appropriately process your response, you MUST answer the question above
Sincerely,
*** ***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# ***, and have determined that my complaint has NOT been resolved because:
[Your Answer Here]
Bullied is a string and inaccurate description of the burden of repeated calls to attend to a repair that was not completed but paid in fullThus company has an unfortunate view of their obligations, especially she they require payment in advance of completed service. I have indeed called multiple timesI also specifically said I would file a complaint with the Revdex.com if I were not contacted to propose a plan for repair Unlike this company, I follow through with my wordIt is worth noting that I would not have disputed an additional charge if a subsequent repair was necessaryHowever, I never had a chance to consult with a technician since I never received a call back WEEKS have passed and no repairs nor returned calls nor service plan has been offered I did indeed seek repair from another repair service and had to pay a new service fee to fix the work that he told me was done incorrectly by this company I was told the repair was only partially completed I would like to amend my resolution to receive a refund of at least dollars
In order for the Revdex.com to appropriately process your response, you MUST answer the question above
Sincerely,
*** *** ***

The business has responded Please see below:
We are sorry to hear that your experience was not satisfactory regarding your washer serviceWe understand how stressful it is to be
without an appliance for a prolonged period of time and apologize for any miscommunication regarding the issues it was experiencingPlease note that during busy times of the day, you may have to leave a voice mail if no one is available to take your call- we will respond as soon as the message is receivedAlso, office policy is that the tech that began the job must complete it- this avoids confusion of another tech who would not be familiar with the job and the steps taken for repair and to ensure that a less experienced tech is not given a job he cannot handleThis helps ensure customer satisfactionIn reference to receiving a refund; as we have already discussed, on March *,you were aware that: Service Agreements are Non-Refundable and Customer accounts will be given credit only, in lieu of refundsWhe n you spoke with the office, your response at the time was that you would cancel the washer repair and purchase a new one, as you did not want to wait for the part to be orderedYou stated you would call the office back and let us know which appliance you would replace the washer with on your service agreement to keep it in force, since you had purchased it and would only receive account credit otherwiseAt your earliest convenience, please contact the office Mon-Fri 8:30-5pm, with your decisionWe value you as a customer and thank you for your feedback

The business has responded Please see below:
Thank you for the opportunity to respond to the customerTo clarify, we made the customer aware that we are not *** Warrany Service providers, we are not subcontracted by *** to service their warranty customersAs previously stated, we have no way of knowing if the customer has a warranty or not, that is the customers responsibilityThe customer was given an estimate for the out of pocket cost for the repair and the option to purchase a service agreement that would cover several appliancesThe customer decided to purchase the service agreement, which was added to her work orderThe customer acknowledges she read the terms to order her parts and begin her service agreementThe customer also signed the acknowledgement stating Trip, Service, Service Agreements, Parts/Electronics and Labor Fees are nonrefundable, all sales are finalA Service Agreement is a digitally delivered document, which at obtaining of customer signature, is authorized, immediately in effect, considered rendered and non-refundableit is the customer's responsibility to keep a copy of the invoice for their recordsThe invoice was emailed to the customer at the email address she providedThe customer called the office back to make us aware she was under warranty, two days after the initial repair call and that she had *** come out to fix her applianceAs per our terms and conditions, as the customer no longer wants the service agreement, the customer will receive an account credit only, for any services she would like performed in the futureThank you for your feedback

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# ***, and have determined that my complaint has NOT been resolved because:
We did not receive an invoice at the email address provided. Please remove the email address from the online posting as it is a private address.When signing the invoice on the electronic tablet, the document displayed did not include the terms and conditions. We were not informed that there was an additional five pages of documentation. Since the conditions are appended below the signature, we do not believe that they are a part of the document that we signed. We signed a receipt for the payment we gave Just Appliance Repair and nothing more.Just Appliance Repair has not provided the part and service that they took payment for. Therefore we require the immediate return of our money
In order for the Revdex.com to appropriately process your response, you MUST answer the question above
Sincerely,
*** ***

Revdex.com:
Although I did finally receive my refund, it was significantly longer than originally stated in writing (I was told 2-weeks)In addition, I had to continually follow up by sending e-mails, leave voice mail messages, send messages on *** and use every means possible to contact this organization During the entire 1/weeks since the initial visit, I NEVER once received a phone call back from the business, other than the actual day after the service call when the *** *** personally called me back to apologize for the unprofessional behavior of the *** ***The last response I received was on March **In addition, I repeatedly asked to speak to the *** and sent e-mails and left voice mail messages with this request and it was never acknowledged.I received the refund on March ** and it was a personal money order signed by the *** *** which I found odd instead of a 'company issued check' to track the actual refund to the invoice.Regarding the request for an invoice/work order, I did not receive the invoice via e-mail until AFTER I called to complain about the repair so it was not left for me on the day of service nor was I told about the invoice coming via e-mail until I called to complainAgain, customers should be given a copy of the invoice/work order at the time of service along with a receipt of their payment.This response is in regard to complaint ID ***
Sincerely,
*** ***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# ***, and have determined that my complaint has NOT been resolved because:
[Your Answer Here]
Today is the 4th week since the incident and I have still not received my refund and I was told that I would receive it within 2-weeksAlso, although my daughter (who is 18) did sign the work order authorization form, I was not left a copy of that formI did not receive a copy until the next day when I called and spoke with the *** *** who said she would send it via e-mailIt is common business practice to leave the customer with a copy of the work to be performed, receipt of payment, etcand I was not left with anything to reference.Also, I have had other repair services come to the house and based on the age of the appliance recommend to not get it fixed since the cost to repair the appliance would be higher than purchasing a new itemI would have expected the same considerationTo be honest, I think the service man saw that my daughter was young and just got her to sign the form without any further recommendation (such as confirming cost with parent, etc.)I did call both the store and the service repair man's cell phone that night and left messages for both.Finally, there is no excuse to argue and yell with a customer or to hang up on themYes, I do admit that I also raised my voice but I did not curse or hang upI also called back immediately after the hang up to finish the conversation and understand the next steps.?
In order for the Revdex.com to appropriately process your response, you MUST answer the question above
Sincerely,
*** ***

The business has responded Please see below:Thank you for allowing us to readdress your concernsThere is a $diagnosis fee, plus parts and laborYou purchased a multiple appliance service agreement, which would have included your partsYour parts were ordered once the technician left your home, and your check had been processed at a local bankYour tech was the service manager and does not need to drop payments off at the office, so the stop payment fee was incurred at $All techs have the ability to order parts through their devicesThis is how you incurred a restocking feeCustomer parts are ordered ASAP, so they maybe serviced and repaired as quickly as possible, resulting in minimal down time for the customerWe apologize if you felt taken advantage of, and were not clear on the processWe received your payment of $We appreciate your willingness to resolve the issue and have closed your work order for the price of the visit and satisfying any balance dueThank you for your attention to this matter

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# ***, and have determined that my complaint has NOT been resolved because:
We did not receive services that they claim to provide They mis-diagnosed the problem and tried to lock us into an agreement that we did not agree to They claim they tried to contact us and send us a copy of the contract but this is not true We did not receive a copy of the contract until we complained about their mistreatment of service We did not receive any phone calls until after we filed a complaint Finally, upon calling them for service, they claimed they were *** certified In their response, they are now claiming they are not certified The technicians were not as knowledgeable as they claim We are not the only ones complaining about this companies services as we have looked up on this and other sites after the fact
In order for the Revdex.com to appropriately process your response, you MUST answer the question above
Sincerely,
*** ***

Revdex.com:At this time, I have not been contacted by Just Appliance Repairs regarding complaint ID ***.I did also post a review of my experience with them on *** and they responded to that with inaccurate information. Sincerely,*** *** ***