Just Appliance Repair, Inc.

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:
I the customer do not accept the claims made by the business We were not made aware of any claims to service warranty by Just Appliances Our initial call was to resolve a problem with our cook top the *** We specifically asked if they were a *** approved service technician and they stated they were As the cook top was purchased within the last two years and the warranty was for five years, it should have been covered The technician claimed it was not under coverage and most coverages were for one year Upon "looking" at the cook top, the technician stated it needed a full repair and parts were needed to be ordered The salesman, Darius, went to his car to get a quote for the parts and came back with the cost for the cooktop parts and service and included an offer to service the additional appliances for a year He did not review the contract with us, as he stated he would email us the contract for review I was then asked to sign the information in order to order the parts needed for the repair We were promised to have the contract sent to us for review and provided our email and contact information in order to review the contract We never received a copy of the contractWe reviewed the business in more detail, there had been a slew of previous complaints against this business This was on 12/**/ We never heard back from the business, nor did we ever receive an emailed contract, nor any correspondence stating an intent to contact usOn 12/**/our credit card was charged for services, parts and repair None of which were performed I recognized this charge on my credit card the week of 12/** and requested this credit to be disputedThe *** certified technician, was called the week of 12/** He took the cook top apart (as opposed to visually look at it) and diagnosed the problem It required one part to be ordered and replaced He returned the following week, and fixed the cook top, without a charge as he had verified the system was under a five year warrantyWe do not intend to pay or continue with this contract as Darius and Just Appliances did not agree to their end of the bargain No contract, no service, no repair Therefore, no payment
In order for the Revdex.com to appropriately process your response, you MUST answer the question above
Sincerely,
*** ***

Thank you for the opportunity to respond to the customer's complaint*** *** contacted us in March, stating that her fridge was not coolingHer defrost heater and defrost thermostat were replaced and her fridge was working when the tech leftThe fridge was tested in front of the customer, she
signed that job was completed to her satisfaction and she was given a month warranty on parts and laborTwo weeks later the customer called stating her fridge was no longer coolingSince we warranty our parts and labor, the customer was made aware that she was responsible for the trip charge and that if any part we replaced was defective, we would replace it at no cost to herHowever, if a new part was necessary, the cost would become her responsibilityThe customer agreed and a technician was dispatched same day, as we understood the urgency and importance of her child's medical needsThe technician ordered a main board for the customer, at no cost to the customer, which was installed at the customer's earliest availabilityThe customer called the office after hours to say she was still having an issueHer call was returned and she was asked to give us time to contact her tech, who would reach out to her as soon as possibleWe are at a loss to understand why, rather than allow us the time, the customer felt it best to voice her opinion hereJust Appliance Repair, as a courtesy to the customer, paid for the board installed and the overnight shipping costs to accommodate her second visit needs, we would have been happy to have the tech reach out to the customer and schedule another visit to resolve her issueIt is apparent that this option no longer works for he customer, since only a few hours have passed and she has already written her complaint here, which we are sad to readSince this is the case, we will close the customer file, as all work was performed and parts installedAs our terms and conditions state, their are no refunds for trip charges, parts and labor, all sales are finalThere will be no further considerations afforded to the customerThank 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:
As stated in my complaint I did indeed call just Appliance Repair in January and informed them that the part could be ordered online in the hope that they would actually purchase and install the valveMy phone call of now three weeks ago was never returnedSince Just Appliance Repair cannot correctly recall the content of phone conversations or if they have returned messages left on their answering service, all further contact will be through the Revdex.com or other agencies that we deem necessary for the return of out moneyService and parts have not been received ie the valve and installation. We are simply asking for the return of the money that was paid in advance for these items. Since the part in "on backorder" Just Appliance Repair should have not problems obtaining a refund from their vendor if they have submitted any payments for the part.
Just Appliance Repair did not provide us with a copy of the terms and conditions despite having both postal and email addressesThe service man, Darius, did not inform us that advance payment was nonrefundable
In order for the Revdex.com to appropriately process your response, you MUST answer the question above
Sincerely,
*** ***

As previously stated, and as shown in the terms and conditions signed by the customer, there will be no refunds given, only account creditThis document was sent to the email address provided by the customer in it's entirety, as it is one complete invoice. Though we endeavor to make repairs as quickly as possible to get the customer back to their daily routines, if the part is back ordered there will be a delayWe do understand the customer's frustration and have been actively speaking with the vendor with regards to it's arrivalThe customer has two choices, to allow us to repair the appliance once the necessary part becomes available or they can receive account credit to be used toward any future serviceThe customer may call the office at anytime to confirm their choice. Thank you

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:After multiple follow up calls to Just Appliance Repair and almost a month after their visit to my house, Just Appliance Repair did notify me that the appliance parts required for my order were not available and that they would return the money that I paid up front Unfortunately, they said it would take 4-weeks to "process the check and mail it to me" More than weeks later, I am still waiting for the check to arrive.
In order for the Revdex.com to appropriately process your response, you MUST answer the question above
Sincerely,
*** ***

The customer was charged a $trip for diagnosis of his appliance, which he was aware of. The trip charge is non refundableas the technician did arrive at the residence and gave the estimate for the repairThe customer was given the estimate for his repair and charged accordinglyAs we were unable to secure the parts in a timely fashion for the repair, the customer will be refunded. The $discount will no longer apply, as the repair is not completedOur policy is to refund in 4-weeksAs for our reviews, there are roughly on our home page and approximately another on our testimonials pageThank you for allowing us to respond

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:
It was not two weeks later and when the tech left the last time the fridge wasn't working I paid for a job that wasn't done these people took my money for a job that they did not complete when I called she told me she would contact the tech I was given the run around I had to keep contacting them I paid for a parts and labor for what for the job not to be done the company should fix the frodge if they wont reimburseme considering I paid for.something that wasn't done right
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]
I am still waitingThese people are scamming me and saying the same thing over and over and no money back
In order for the Revdex.com to appropriately process your response, you MUST answer the question above
Sincerely,
*** ***

Thank you for allowing us again, to respond to the customer complaintWe understand that this has been a inconvenience for the customerWe do apologize for the delayOnce the balance of the refund due tothe customer is processed, the customer will be alertedThank 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:
I did not yet receive my refund of $393.47.On Aug * *** claimed that a refund would take to weeks.Now you state in your answer that the time frame for refunds is to weeksBut Oct ** was the end of the 12th week, and the check was not yet issuedYou state your processing is not even completed.Please expedite this refundMore than weeks for a simple refund is unacceptable, and out of line with other businesses
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 respond to the customer's concernsThe customer called to have a Kenmore Washer repaired and scheduled for
service on 10/*/She was aware that the service call is $plus parts and laborUpon the technician's diagnosis of the problem, he spoke with the customer regarding her options, one of which was a service agreement for multiple appliances for $The customer agreed to our terms and conditions and signed in acknowledgmentThe customer called shortly after closing and asked that if the parts had not been ordered, would it be possible to hold the order as she was unsure if she could afford the repairWhen she was informed that the order had already been placed, she agreed to go ahead with the repairLater that evening, the customer left a message stating that she put a stop payment on her checkThe customer was called on the morning of 10/* and made aware that we would cancel her service agreement, as she did cancel within the 24hr periodHowever, she is responsible for the labor during diagnosis, restocking fee, stop payment fee and the trip charge she incurred, totaling $We understand the customer feels that because she cancelled the same day she should only pay the trip charge, however, services were rendered and payment is expectedThe customer may call our office to discuss resolution of the balance dueThank you

Thank you for allowing us the opportunity to respond. We are sorry to hear the customer’s complaint and do understand her frustration regarding the repairA quick turnaround is always the goal of our company, to ensure customer satisfaction, barring unforeseen circumstances*** *** needed
a replacement valve for her repairThe valve was not immediately available through our vendors and is logged as back-orderedThis unfortunately has created a lengthy delay in the customer’s repair. At no point did the customer advise us that she “found” the correct valve for her repairHad she and if she had ordered it, a technician could have installed the part for her, but it would not have been warrantied by Just Appliance Repair should it malfunction. *** ***’s calls have also been responded to, as well as the one she left this morning. If the customer does not want to continue with the repair, she can contact us during office hours to alert usIf this is the case, a refund will not be rendered, only account credit, as specified in our terms and conditions and acknowledged by the customer’s signature: Trip, Service, Service Agreements, Parts/Electronics and Labor Fees are nonrefundable, all sales are finalAll Parts/Electronics are special orders placed specifically for the customer and are nonrefundable, as order is placed in accordance with the customer request and authorization for repair(s) to be completedThe credit will be given to the customer account, to be used for any future repair needs the customer may haveThank you

The business has responded Please see below:
We appreciate your feedback regarding the miscommunication of the approval for your repair and thank you for allowing us to come to a
resolution with youTo reiterate, as you were not present at the time of the visit, the tech believed the person taking care of the issue had the authority to approve the repair as they signed the work order authorization, stating that they did in fact have the authority and gave payment on your behalfThe emailed invoice/receipt you received has her signature and is the authorization for the repair that was signedYour technician ordered the parts asap to perform your repair in the quickest time frame possiblePer our terms and conditions, all sales are final and only account credit is givenHowever, understanding your circumstance, a partial refund was agreed toWe apologize that you did not have a satisfactory experience when trying to resolve this issue, as your first visit with us was a success from s tart to finishAlso, please note; customers are not "put" into voice mail- if staff are otherwise engaged, a caller must leave a message for contactWe appreciate your remarks and are taking this opportunity to train staff to handle these situations appropriately going forwardThank you for your constructive feedback(Revdex.com- Please remove the mention of any employees first, last name and or full name by the complainant as it is a violation of privacy- and she did not have consent to do suchthank you)

I would be surprised if this place doesn't get shut down soon
I was approached by a family friend who asked me to look into this matterShe had called this company to help her with her ovenThey demanded payment up front and cashed in the check right awayThree weeks later, no newsDistraught, I call on her behalf and the "general manager" picked up, when I explained who I was she promptly began shouting at meShe refused to give me her last name and kept on insisting that no refund will be issued (irrelevant since a refund is the returning of a customer's money for goods/services rendered, which is not the case)
She claimed the part was ordered but didn't give any window of time as to when it could be expectedShe further claimed that the reason it took so long was that the piece was no longer manufacturer but they found another sellerYet they requested a very specific amount of money up front prior to finding out the price from that sellerAnd, as mentioned before, they refused to give a time estimate as to when they would receive it
Then she told us that an installation fee would be charged in addition to the item fee
Soon after, one of the two men who had done the initial home visit (Darius) got on asking who I was and kept cutting me off before I could finish formulating a sentenceHe too proceeded to shout until he hung up (slightly alarming, yet not surprising)
If you dealt with this company in the past and have been subject to their unsubtle scam, I would advise you immediately seek legal representationFor those fortunate enough to have browsed *** before *** ***, stay away

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:
This still does not resolve anythingTHEY cancelled the repair because THEY couldn't get the partLooking at other complaints, this isn't the first time this has happened to the companyThey are making a business of doing this and consumers need to see thisWhy is the refund taking so long- because its policy? Was I left with documentation on that? The answer is noWhy is my review not on the website? They avoided my question regarding that AND WHY WAS I CHARGED MORE THAN I WAS QUOTED? This company needs to be shut down and I will be relentless in my attempt to do soDishonesty, lack of integrity, and poor business ethics is a terrible combinationI would also like to see any business certifications in appliance repair that Darius S*** possesses to see his credentials.
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 respond to the customer's concernsThe customer called to have a Kenmore Washer repaired and scheduled for service on 10/*/She was aware that the service call is $plus parts and laborUpon the technician's
diagnosis of the problem, he spoke with the customer regarding her options, one of which was a service agreement for multiple appliances for $The customer agreed to our terms and conditions and signed in acknowledgmentThe customer called shortly after closing and asked that if the parts had not been ordered, would it be possible to hold the order as she was unsure if she could afford the repairWhen she was informed that the order had already been placed, she agreed to go ahead with the repairLater that evening, the customer left a message stating that she put a stop payment on her checkThe customer was called on the morning of 10/* and made aware that we would cancel her service agreement, as she did cancel within the 24hr periodHowever, she is responsible for the labor during diagnosis, restocking fee, stop payment fee and the trip charge she incurred, totaling $We understand the customer feels that because she cancelled the same day she should only pay the trip charge, however, services were rendered and payment is expectedThe customer may call our office to discuss resolution of the balance dueThank you

Thank for the opportunity to respond to *** *We were sorry to read his review regarding his last service with usWe understand he was inconvenienced while waiting for his commercial part to arrive due to it's back order, which he had been made aware of, which we could not control As
soon as his part arrived, he was scheduled immediatelyDuring the installation of his part, he was made aware that the tech found it defectiveHe was also aware that it was not only being reordered but over-nighted, at no extra expense to him, in order to get his appliance repaired as soon as possibleKnowing we were in the process of repairing his appliance and over-nighting the part, *** *** opted to call another company, which is his right, but does not make him any less responsible for the charges he incurred with usUnfortunately, we were not told of his actions until the following day, when we alerted him the tech was on his way back to his locationAs a prior customer, he is fully aware of our policies, which were reviewed with him again during our conversation with himHe has used our services in the past and is aware aware that per our terms and conditions, parts, trip and labor are non refundable, account credit is given onlyThe customer has been given the credit due his account toward any future service he may needThank you for your feedback, it will help us continue to provide quality customer service

The business has responded Please see below:
Thank for the opportunity to respondWe understand the customer's concern and frustration regarding this issueHowever, the customer has been made aware that due to new processes put in place, this is no longer handled in house and these changes have temporarily prolonged the refund processFor this we do apologizeOnce the refund is processed and sent, the customer will be updatedAgain, we apologize for the delay and thank you for your feedback and patience

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:
I an writing to inform you that no resolution has been reached between Just Appliance Repair and myself. I made the request to be reinbursed. I was told that would not happen as service contracts are non-refundable. I can transfer the contract to another appliance. This is not an option for me. My experience with this company was horrible to the point that I wouldn't trust them to fix anything in my house. After paying them and having to take time from work for each appointment, I wound up purchsing a new washing machine. This company did very little to help me after taking my money*** ***
In order for the Revdex.com to appropriately process your response, you MUST answer the question above
Sincerely,
*** ***