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:
In disassembling my fridge to take care of the leak which he repaired, he then PUT THE PARTS BACK TOGETHER IMPROPERLY, which resulted in the basket to wobble to the point of not being able to use it for placement of ice cube trays. When I discovered his error that afternoon, I called the company immediately for a fix, to make it like it was before he took it apart. When he returned, his ego and attitude couldn't accept the fact that he made an error, the boldly proclaimed how WE didn't know our own fridge, and it was supposed to be like that. I then called the company and spoke with the *** who PROMISED me a fix. Nothing became of it. Since then, I got someone else over to fix the basket that was assembled improperly by the first tech. The Current tech found the problem immediately, and said that a clip on the right hand side of the basket was not adjusted properly, and thus caused the basket to wobble. The first tech clearly didn't check his work properly, because the second tech seen the error the moment he looked at the basket. He said it was a clear example of the initial tech rushing through the reassembly of the basket. In fairness to resolve this, I will amend my complaint to recovering $50, as I had to pay that additional money to the 2nd tech. However, his rudeness and calling me a liar in my own house deserves punitive damages?
In order for the Revdex.com to appropriately process your response, you MUST answer the question above
Sincerely,
*** ***

My experience with this company was outstandingI had a dishwasher that needed repairThe service man came out assessed the problem and within three (3) days my dishwasher was up and running againThe service man was very polite, professional, and courtesy I would recommend this company to anyone in need of appliance repairs

Thank you for the opportunity to respond to the customer's concerns. We understand his frustration in the matter and are sorry we could not complete the task, due to circumstances beyond our control. The customer reached out to Just Appliance Repair after having what he called a bad experience with...

another service provider, whom he said would not even look at his appliance due to missing model and serial numbers. We explained that we could not promise success but could look at his appliance and endeavor to make the repair. The customer said that was all he wanted and expected. On Jan [redacted],2015 the tech arrived to diagnose the problem and placed an order with the only vendor who claimed to have the parts necessary available. This is not a vendor that we have dealt with in the past and will never use again in the future. Due to vendor negligence, we scheduled the customer according to the information provided us regarding arrival time. The parts did not arrive on schedule and we then had to unfortunately inconvenience the customer by cancelling his appointment. We were given a new expectancy date by the vendor, which sadly he again failed to meet, resulting in our decision to cancel the customer's appointment and issue a partial refund. Just Appliance Repair made the customer aware that he would receive a refund for the amount he paid, minus the $95.00 standard trip/diagnostic fee for the technician call to his residence. The customer however, does not feel that this is fair and is demanding a full refund. As per our terms and conditions, a trip charge is incurred for a visit and is non refundable and the customer was aware of this when he made his appointment. Thank you.

The business has responded.  Please see below:Thank you for allowing us to address these concerns.The hinge repair, completed 4/** and the ignitor repair called in by customer on 5/** and completed 6/** that are cited in the complaint, have been performed by the technician. [redacted]...

called 6/** after the second repair and stated he was having trouble with two more burners and that they were not working. We warranty our parts and labor for one full year and as a courtesy, Just Appliance Repair paid for the replacement order for the customer. While waiting for the arrival of the replacement part that the tech discussed with the customer on 6/**, the customer called the office to say that his electric tripped and now his stove does not work at all and cannot be reset. It was explained to [redacted] that a message would be given to the tech regarding his new problem and that it may take 24-36 hours before contact was made, as the techs were attending conferences and training. The cu stomer called repeatedly and when was not satisfied, demanded that a tech call him back and if not, he threatened to contact the Revdex.com. Just Appliance Repair takes every customer concern seriously, but we will not be bullied by customers who threaten poor reviews or complaints. as a means of getting their way. Just Appliance Repair, cannot be held responsible for the customer's electrical problems. Under our terms and conditions clause it clearly states: Just Appliance Repair, Inc will strive to provide a consistent level of service availability and performance, but will not be liable for failure or delay in performance obligations due to circumstances beyond its control. This includes but is not limited to acts of war, sabotage, electrical or power outages, fire, flood, in-climate weather, strike, vehicular failure, insufficient technician availability, the delay, unavailability/back order or discontinued stock of parts due to appliance age or of any third party and/or t heir services, such as electrical/power, part issues such as the inability to provide proper service and/or acquire correct parts due to missing or invalid model and/or serial numbers or power used by the equipment needed. It also states: the customer agrees that if they continue to use an appliance while it is under repair that they do so at their own risk and can in no way hold Just Appliance Repair, Inc or it's employees liable for any damages or loss incurred. [redacted] pointed out in this complaint that the original repair call was for a hinge repair, which we have completed. Our terms and conditions state: Trip, Service/Diagnostic, Parts/Electronics, Labor Fees, Service Agreements are Non-Refundable, all sales are final. All Parts/Electronics are special orders placed specifically for the customer and are non refundable, as order is placed in accordance with the customer request and authorization for the repair(s) to be completed. At this juncture, we regre t we were unable to continue the repair of the customer's oven, as our terms and conditions also state that: Just Appliance Repair reserves the right to refuse continued service to unreasonable customers. The customer has also informed the office that he has already had the appliance repaired . Thank you

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved becauseThe unit has not been repaired, nor have I heard from Just Appliance Repair.  I have not seen any evidence that they've contacted Whirlpool Tech Support, and they have not responded so several calls from me where I have identified a possible cause of the problem.   
 
 
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]

Thank you for the opportunity to respond. Some corrections must be noted
to the customer's complaint. The technician diagnosed and discussed the
issues of the microwave with the customer, before any work was done.
When the appliance did not function. the technician reached out
to the...

manufacturers technical support team several times to no avail
and the customer was updated regarding the progression of the repair by
messages left for her and in speaking with her directly when she called
the office. When a resolution
was not gained to the technicians satisfaction, on 6/**/16, against
company policy, the Service Manager asked that the customer be contacted
and
alerted that she would receive a partial refund for the cost of the
parts for her repair. Though our terms and conditions clearly state that
"Trip/Service/Diagnostic, Parts/Electronics and Labor Fees are
Non-Refundable, all sales are
final. All 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 completed.
Customer accounts will be given credit only, in lieu of refunds to be
used toward future repairs and are non-transferable" Just Appliance
Repair has found it is only fair and a good business practice to give
the customer a partial refund for the parts acquired for the customer.
The customer was given a specific time frame in which to expect her
refund, which has not yet been exceeded. The customer has not spoken to
any office staff since the conversation of June [redacted] and has not left
any messages. Office hours are Mon-Fri 8:30am-5pm, if the staff is
unable to take her call, she is welcome to leave a message, her call
will be returned at our earliest convenience. While the customer's
irritability regarding the situation is understandable, her accusations
are not. We will alert the customer when her partial refund is mailed.
Thank you

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint 
This is ridiculous that this company is allowed to do this.  I paid for parts to repair my fridge not to have them just to have them.  I PAID FOR A SERVICE that was never completed so in other words I paid for them to what come and pretend to know what they were doing this is unfair this company is a bunch of thieves 
 
 
 
 
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]

The business has responded.  Please see below:
Thank you once again for allowing us to address your concerns. Again, a receipt was automatically emailed to you by the technician, on the day of your original service visit, to the email address you supplied. It is the customer's responsibility to keep these for their records. Secondly, parts for your appliance were not shipped out, had this been the case, the repair would have been completed asap. Unfortunately, the back order notice did not post an expectancy date from the manufacturer. Thirdly, we explained to [redacted], whom also called on your behalf and stated that you were considering purchasing new appliances, that at anytime, you could replace the two appliances on your service agreement, with any other two household appliances you wished. As you have not contacted this office regarding this option, as a courtesy, we will request authorization of a partial refund of your agreement, bringing permanent resolution to this situation. W e will contact you once this is complete. Thank you.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

I did not yet receive my refund of $393.47.On Aug [redacted] claimed that a refund would take 3 to 4 weeks.Then you changed this to claiming that the time frame for refunds is now 6 to 12 weeks. We are now at  17 weeks, and the check is still not yet issued. You submitted no evidence that you tried to expedite my refund, as requested.So I request again: Please contact the outside company and request them to expedite this refund.
 
 
 
 
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]

The business has responded.  Please see below:
Thank you for your follow up. As explained earlier, you invoice was emailed the following day when you gave your email address to the office. It had not been supplied prior, but some customers do not want/need them sent, as there check is their receipt. Our technicians give options regarding repairs, based on their findings and will alert you if they feel an appliance is not cost effective to repair-the decision, however, is always up to the customer. Unfortunately, your daughter gave no indication that you did not want it fixed based on the cost of the repair and was given the estimate, which she paid for. Regarding your refund; as you have updated on [redacted]- you have received it at this time. As also explained earlier, a new system was put in place, which made the process a bit longer than expected. We apologize for the delay. As a valued customer, we thank you for bringing your concerns to our attention and are glad they are now resolved.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:  Justappliance admitted to the Revdex.com they would be issuing a refund. That refund still has not arrived.  ** in fact assigns a number to every call because that is their policy.  They have no record of Carolyn or Darius calling at all.  I was assigned a xase number as a customer.  The fact is, this company not only took my money despite failing to make the repair, but they also left me no recourse with the manufacturer because they never contacted **.  ** cannot assist me without the tech department speaking to the appliance repair company.  First Carolyn writes June [redacted], but I have had multiple converstations with this company from May to present, and each time they lie.  Darius recently called to threaten me to try to scare me into ceasing my actions to claim the refund they promised verbally several times, and in writing to the Revdex.com in this very complaint.  Again, I have not recieved a refund to date and because of thr long history of complaints accross two company names operated by Carolyn and Darous, it has become clear this is simply how they do business.  The fact remains, I have an over the stove microwave still sitting on my counter, no recourse with ** and I paid for repairs that were not done.  So how exactly is it a falsehood when I still have not received a refund?  We are now in the third month. I live 1 to two mailing days from the location of Justappliance.  Is Carolyn still going to maintain that the check just simply hasnt arrived yet?  She has impeached herself within this very complaint.  I am allowed to seek means of recovery for shoddy and mishandled repairs and I will not stop until I am refunded.  

[Your Answer Here]
 
 
 
 
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]

The business has responded.  Please see below:Thank for the opportunity to respond. We understand the customer's concern and frustration regarding this issue. However, 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 process. For this we do apologize. Once the refund is processed and sent, the customer will be updated. Again, 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# [redacted], and have determined that my complaint has NOT been resolved because: I was told that the $95 fee was for the service call and diagnoses , nothing about plus parts and labor that weren't provided. There was no labor involved, only unplugging machine and asking my husband what the error code was.  I do not have a copy of anything signed  or proof of a $70 stop check fee which was supposedly cashed within a  a 2 hr. window when the driver was a hour and a half from the office at the end of a business day.  I did not ask to hold order, but to cancel it since it was a very short time after the technician had left. He also said that the part would not be in until later that week, so how can there be a restocking fee if they did not have the part ?It appears to me that this company takes advantage of prospective customers who chose not to use their services, as there have been several complaints made to you about their services from others.At this time they have received a check from us for the $95 service call as agreed to on the phone and it has been cashed.  Also, now I will be contacting our attorney on this matter.
[Your Answer Here]
 
 
 
 
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted] / [redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

[Your Answer Here]
I have been given this answer many times and have not received my credit. I went on [redacted] and there are lists  of people who are making similar claims
 
 
 
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]

The business has responded.  Please see below:Thank you for allowing us to respond to the customer's concerns. The customer had her dishwasher repaired and signed off on the job as completed to her satisfaction, after Just Appliance Repair techs repaired the appliance and ran a test cycle for...

the customer before leaving the home. The customer called after her repair stating the she was experiencing the same problem. Per our terms and conditions, if a tech is dispatched for a previously diagnosed problem, the customer will incur a second trip charge for the visit, and Just Appliance Repair will replace any defective part(s) at no cost to the customer, as we warranty our parts and labor. The customer refused to pay the second trip charge and dishonored the final check payment made at the original completion of the job. The customer is responsible for the total of the dishonored check and the stop payment fee incurred by Just Appliance Repair. We are sorry the customer feels that a demand for payment notice should not have been sent but it is a valid debt and is standard business procedure when a balance is due. We are happy to return the customer and and review the dishwasher once this is resolved. The customer may call our office to discuss resolution of the balance due for the services rendered. Thank you.

Though we understand the customer's frustration, it does not excuse the falsehoods and attacks she has written to bolster her complaint, neither do they address her issue. These are the facts, after not receiving a satisfactory resolution from ** (whom by the way does not create tickets for support calls unless the customer calls or is under warranty) the Service Manager felt it best to ignore company policy and issue a partial refund for the parts that did not resolve the issue. Trip charges and labor are non refundable. Let us remind the customer that this conversation took place on June [redacted], and the customer was told that it will take approximately 7-10 days to process the refund request. The customer will be alerted as to when her refund is sent out. Thank you.

The business has responded.  Please see below:Thank you for allowing us to address your concerns. We are sorry to hear that you had a bad experience with us. You paid for a 3 appliance service agreement. You understood that Trip/Service/Diagnostic, Parts/Electronics, Labor Fees, Service...

Agreements are Non-Refundable, all sales are final. Account credit is given only. The washer in question was an older model and parts have been discontinued for it by many manufacturers. In an effort to repair it, a replacement for the necessary part was ordered. Unfortunately this part could not be used to resolve the issue. The technician suggested that he would try to find a replacement machine to fit your specific dimensions, however, he was unable to do so. As 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 courtesy. Due to procedural changes in the refund process, your payment has been delayed. The current time frame for refunds is 6-12 weeks. We 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 sent. Thank you.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

This still does not resolve anything. THEY cancelled the repair because THEY couldn't get the part. Looking at other complaints, this isn't the first time this has happened to the company. They are making a business of doing this and consumers need to see this. Why is the refund taking so long- because its policy? Was I left with documentation on that? The answer is no. Why 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 so. Dishonesty, lack of integrity, and poor business ethics is a terrible combination. I would also like to see any business certifications in appliance repair that Darius S[redacted] possesses to see his credentials. 
 
 
 
 
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]

We are sorry to hear that you are experiencing issues with your repair. We would like to hear from the customer at their convenience, Mon-Friday 8:30a-5pm. We will try to resolve the issue as soon as possible. Thank you.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# [redacted], 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 [redacted].  We specifically asked if they were a [redacted] 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 contract.We reviewed the business in more detail, there had been a slew of previous complaints against this business.  This was on 12/**/15.  We never heard back from the business, nor did we ever receive an emailed contract, nor any correspondence stating an intent to contact us.On 12/**/15 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 disputed.The [redacted] 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 warranty.We 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,
[redacted]