Just Appliance Repair, Inc.

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:

In response to the so called repair company, the history with another repair company has absolutely nothing to do with the services that was promised to me. Where in their response did they mention the excess payment that I was charged? Why Will the refund take an absurd amount of time? If you return a product to a retailer, your credit/debit card is credited back generally within 72 hours. Why will this take so long on their end? Possibly so that the customer forgets about it and it goes away? This is an unacceptable service. To go back to the overcharge amount- I was quoted $295 but was given a discount of $25 for being a new customer. According to my calculations, $295 - $25 is not $370. Was there any paperwork that the serviced can supply with my signature on it as an acceptance to the charges? I will be waiting for a response with an acceptable resolution. I would also like to add that as I spoke to their office manager a few times over the week, I voiced my concern about all the claims that this company has had brought against them through usage of the Revdex.com. Her response was that there are about 50 responses on their website that are all positive. I counted 34, but regardless the % of negative comments to positive comments is terrible. With that being said, why is my comment not on their page under the reviews and testimonial section? Are they hiding comments? Seems to me like a lack of integrity and ethics. 
 
 
 
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]

We appreciate the opportunity to reply to the customer's concerns.  The customer's appliance was unable to be repaired, due to the discontinuation of parts by manufacturer, which the customer was made aware of. A refund will be issued, minus the  diagnostic trip charge and sent to the...

customer. Thank you.

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.

The business has responded.  Please see below:
Thank you for the...

opportunity to respond to the customer's concerns. As has been explained to the customer and acknowledged by the customers signature on her work order, company policy states that all sales are final and no refunds will be given, only account credit to the customer for future services. As a special consideration of her particular circumstance, an exception will be made as a courtesy to the customer and [redacted] will be issued a refund, once it has gone through the approval process- and not before. [redacted] has been made aware that once the refund has been finalized, it will be mailed to her. We hope this clarifies the issue for the customer, and thank her for her feedback.

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 business just doesn't get it, and we both realize this will go on and on because you FAIL to see the problem. FYI, the work order that was signed was done so at the techs request, saying THE LEAK WAS FIXED. AS STATED IN THE COMPLAINT, THE PROBLEM WAS HIS RE-ASSEMBLY OF THE DRAWER THAT WAS DONE INCORRECTLY.  We discovered HIS ERROR after we came home from work, when the drawer was so wobbly we couldn't use it.  It was NOT that way prior to his arrival, nor did we check the drawer after HE SAID all was fixed fine and "sign here".  We trusted his work was done properly, before finding out it wasn't.  I am not going to waste anymore time trying to get you to see the error that was made by the tech.  WE WILL CONTINUE TO POST ONLINE COMPLAINTS AT EVERY SITE WHEN CAN TO INFORM THE PUBLIC OF THE BAD WORK AND EXPERIENCE THAT WAS GIVEN BY YOUR COMPANY.  It is company's such as yours that give paying consumers just wanting things done right, a right to stand up and say "we don't have to accept poor quality work", then voice our experience elsewhere.  You may not give a darn about that, but we sure do, and will make sure others aren't taken as well.   NO FURTHER RESPONSE FROM YOU IS WANTED.   You may be all goodie two shoes here with the Revdex.com, but we both know your not answering phone calls or emails through the business, says volumes about your business practices with customers.?
 
 
 
 
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 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

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 repair. A quick turnaround is always the goal of our company, to ensure customer satisfaction, barring unforeseen circumstances....

[redacted] needed a replacement valve for her repair. The valve was not immediately available through our vendors and is logged as back-ordered. This 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 repair. Had 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.  [redacted]’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 normal office hours to alert us. If 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 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. The credit will be given to the customer account, to be used for any future repair needs the customer may have. Thank you

We are sorry to read your review, but appreciate the opportunity to address your complaint. Just Appliance Repair is one of the few appliance repair companies in the Hudson Valley that service Dacor. During the diagnostic appointment, your technician not only diagnosed your problem, but spoke to...

Dacor on your behalf, with regard to your warranty, so that you would not have to purchase parts from us, that should be covered and to ensure that the correct parts were ordered for your appliance. You were advised by the tech to alert him when your parts arrived  so that you could be scheduled for repair, which you did. When the technician returned and was unable to remove the appliance, he alerted [redacted] that the bottom of the oven was rooted to the trim kit and it would be best for a contractor to be enlisted. A call was placed again to [redacted], on May [redacted] 3 days before your appointment, to follow up on the status of the oven removal, as the use of a hydraulic cart alone would not be enough to remove the wall oven. We did not receive a response from you and a 2nd call was made on May [redacted], the day of the appointment, to followup in regards to the previous message left. It was also further explained at that time to [redacted], that our terms/conditions state that it is the customer's obligation to make their appliances accessible to technicians, to avoid injury to the techs and damages to customer property. As your double wall oven is framed by cabinetry, rather than risk damaging the frame work, trim kit or oven by trying to force the unit out, the technician requested that you have it removed, so that he may install the necessary parts to repair your appliance. Once that was accomplished we have gladly completed the repair. As for your payment for the diagnostic fee, trip charges are non-refundable, your payment would have gone toward the cost of the labor for your part installation. As a courtesy, should you need any further service in the future, Just Appliance will credit the amount which you paid by check, a total of $135.16, to your next service. Again, we thank you for the opportunity to address your concerns.

The business has responded.  Please see below:Thank you for the opportunity to respond to the customer's concerns. As has been explained to the customer and acknowledged by the customers signature on her work order, company policy states that all sales are final and no refunds will be...

given, only account credit to the customer for future services. As a special consideration of her particular circumstance, an exception will be made as a courtesy to the customer and [redacted] will be issued a refund, once it has gone through the approval process- and not before. [redacted] has been made aware that once the refund has been finalized, it will be mailed to her. We hope this clarifies the issue for the customer, and thank her for her feedback.

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.Now you state in your answer that the time frame for refunds is 6 to 12 weeks. But Oct ** was the end of the 12th week, and the check was not yet issued. You state your processing is not even completed.Please expedite this refund. More than 12 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,
[redacted]

Thank you for your recent feedback, and the opportunity to address it. We understand the frustration of an appliance breakdown and the inconvenience it causes to customers when repairs don't run smoothly. Just Appliance Repair made every effort to accommodate you and the needs for your repair. When you alerted us that there was still an issue, the tech returned and ordered parts to address this problem, at no cost to you. If your appliance had not been economically feasible to repair, the technician would have brought this to your attention. While waiting for your parts, however, you contacted us and said you would purchase a new washer, rather than wait for the parts for your repair to arrive. As discussed and acknowledged by your signature when you purchased your service agreement, you were aware that service agreements are non-refundable and only account credit would be issued. We advised you that if you did purchase a new washer, we w ould gladly allow you to replace the washer with any other appliance of your choice. You stated you appreciated that, as you wanted to keep your service agreement enforce and you would call back with your choice of appliance for replacement. In keeping with the terms and conditions you agreed to, a refund will not be given, only account credit issued. We are sorry that you did not have a good experience with us, we value every customer and strive to provide quality and professional services. Your feedback will help us better serve others. Thank you.

The business has responded.  Please see below:Thank you for the opportunity to respond to your concerns. We understand the frustration of the customer regarding repairs, especially when the appliance is down for a lengthy period. It is our goal to service every customers appliance and have it...

repaired asap, barring any unforeseen circumstances. However, such circumstances arose with this particular repair. The customer purchased a service agreement covering two appliances for two years. The customer has been made aware periodically that the secondary parts ordered by Just Appliance Repair, at no further cost to the customer, after the initial repair call, are on national back order (not available from any supplier or the original manufacturer and without an estimated time of arrival). As is acknowledged by the customer signature and stated in our terms and conditions. service agreements are non refundable, all sales are final. Credit only is given toward any future services the customer may need. A receipt of this was sent to the customer when the repair began to the email she provided, which is the same provided to the Revdex.com. As stated on the receipt, it is the customer's responsibility to keep the copy for their files, no further copies will be sent. We have also informed the customer's Mother in Law during last contact, that as we have not received a date of availability, they may switch the two appliances they have coverage on, for any other two appliances for future service, as she stated that the customer is considering purchasing new. If the customer wishes to cancel service, her Just Appliance Repair account will be credited and she may use her credit toward any future appliance services needed. We hope this addressed all the customer concerns. We thank you for your feedback.

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:

In response to the so called repair company, the history with another repair company has absolutely nothing to do with the services that was promised to me. Where in their response did they mention the excess payment that I was charged? Why Will the refund take an absurd amount of time? If you return a product to a retailer, your credit/debit card is credited back generally within 72 hours. Why will this take so long on their end? Possibly so that the customer forgets about it and it goes away? This is an unacceptable service. To go back to the overcharge amount- I was quoted $295 but was given a discount of $25 for being a new customer. According to my calculations, $295 - $25 is not $370. Was there any paperwork that the serviced can supply with my signature on it as an acceptance to the charges? I will be waiting for a response with an acceptable resolution. 
I would also like to add that as I spoke to their office manager a few times over the week, I voiced my concern about all the claims that this company has had brought against them through usage of the Revdex.com. Her response was that there are about 50 responses on their website that are all positive. I counted 34, but regardless the % of negative comments to positive comments is terrible. With that being said, why is my comment not on their page under the reviews and testimonial section? Are they hiding comments? Seems to me like a lack of integrity and ethics. 
 
 
 
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[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 yet to receive an explanation nor have you acknowledged the unprofessional manner in which your tech handled the situation. He was rude and extremely defensive. To date he hasn't apologized. Your responses make it seem like you were doing everything you could to remedy the matter which is false.  When I signed that service agreement it didn't state that I would be treated with hostility.   When I asked for another tech to service the machine I was denied and wasn't allowed to talk to anyone else concerning the matter besides the office manager.  You did not fix the problem quickly. The first appointment the wrong part was ordered and I wasn't notified until the day of the appointment after I had taken  time off from work.  The part came in a week later and the machine still didn't work. You did not prioritize my case because an appointment to come back was days later at which point another part had to be ordered and we would have to wait a week for that.  That part didn't arrive on time either.  You making it seem like we ran out and bought a new machine just because, which is totally false and you are misrepresenting your self to the Revdex.com.  We had no choice but to purchase a new machine. There was one problem after another with you and it reached a point that as a customer we didn't trust your honesty.  You robbed us of our money and we will tell everyone we know not to use your company. We will take this to an attorney if need be to attain some kind of resolution.  You run an untrustworthy company and you should be embarrassed by the way you treat your customers. Not only are we out the $300 you stole from us but all the money we had to spend to wash at the laundromat.   You are be no means sorry about the experience we had with you. If you were you would do the right thing and give us back our money.  It's obvious you don't run a reputable company and I will make sure to get the word out. 
 
 
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[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:

There are several errors in the response.  First, you are not listed on Dacor's site as an approved repair company.  I should have checked that first, so noted.  Dacor sent the parts to me after speaking with the company I purchased the oven from.  I did call back as stated, but once the technician arrived alone (it takes two people to remove a double wall oven from the wall/cabinet) it was obvious he could not remove the oven on his own.  He stated that he would bring a lift to do so.  He first thought that the oven was secured into the cabinet on one side because he was pulling from the other side.  Once he began to pull from the top, he could see that the oven is not secured into the cabinet other then the screws he had removed, but that it had to be lifted out.  It should be normal, typical operations to understand that replacing circuit boards in a double wall oven requires removal of the oven from the wall or cabinet.  It was never stated at either visit that the oven could not be removed.  The technician even told me when he would return to do so.  Also, it was incorrectly stated that I received a call on May *.  I would like the $135 refunded and will put it toward another company fixing the unit.
 
 
 
 
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[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:

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 valve.My phone call of now three weeks ago was never returned.Since 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 money.Service 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 addresses. The 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,
[redacted]

Thank you for the opportunity to respond. Yes, we resolved the issues for the refrigerator, as the customer states. The technician is trying to find the correct resolution for the diahwasher with the help of the technical support team. We understand the customer's frustration and will address the...

issues as soon as possible.

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:

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,
[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:

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]